Complaints

This profile includes complaints for ADT Security Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ADT Security Services

  1501 Yamato Rd Boca Raton, FL 33431-4438

  
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  ADT Security Services

  18 Clinton Drive Hollis, NH 03049

  
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  ADT Security Services, Inc.

  1811 N. University Avenue Ste.108 Lafayette, LA 70507

  
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  ADT Security Services

  1400 Montlimar Dr STE B Mobile, AL 36609-6513

  
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  ADT Security Services, Inc.

  5511 Ekwill St Goleta, CA 93111-2361

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/19/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my service with ADT back in February. They wanted to charge me $800. I owned my own equipment and I was canceling my service and they said I signed a contract for an additional five years which I did not. So after long debate, they credited my account, needless to say on July 11 I got a collection notice. This company is very deceiving and will be calling the attorney generals office.

  

  Business Response

  Date: 08/02/2023

  We regret any inconvenience the customer experienced & apologize for their frustrations. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.
  
  ADT has previously advised ************************ why his account landed in outside collections. Upon review of the account, the following took place: 
  On 02/22/2023 - The customer's account was cancelled & incurred contract termination charges; due to a verbal contract extension that took place previously

  On 04/09/2023 - We received a payment of $804.29

  On 04/12/2023 - ADT issued a credit of $814.43, to waive the contract termination charges incurred. 

  On 04/14/2023 - ADT refunded $814.43 back to **************************** American Express. 

  On 04/27/2023 - ************************ disputed the 04/09/2023 payment & it was also returned to him. 

   

  Between the refund on 04/12/2023 & the chargeback on 04/27/2023, ************************ received $1618.72 back from ADT. 

  The balance is owed to ADT. 

• Initial Complaint

  Date:07/19/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******** Security was acquired by ADT Security. February 2023, I was contacted by an ADT representative stating I owed $137.80 for monitoring services. I paid the amount owed and I informed the representative that I wanted to cancel my service because I never use the service. She transferred me to the cancellation department and I was on hold for over an hour. I called ************** and informed the representative that I would like to cancel my service due to me not using the product. She looked at my account and stated she saw that I never used it and she stated I would have to cancel through the cancellation department. I called serveral times and it is always the same thing and a long wait time. On Friday, July 7, 2023, I received a call from Jehnon in Collections stated I owed $137.80 from March to present. I informed he that I have been trying to cancel. He transferred me to cancellation. I was able to finally speak to **** after holding for over an hour. I informed him that I would like to cancel my contract and he informed me that I have a five year contract and ADT will charge me $360.00 to cancel. I informed him that I spoke with ******** in 2022 and they stated my contract had ended. He stated my contract was 5 years. I stated I never signed a contract with ADT. I signed a contract with ******** not ADT. Please send the contract that you have stating I have a 5 year contract. He stated he did not have it and another department had it and it would be emailed to me in 3 days. I asked, if you do not have it how do you know it states 5 years. These representatives are liars and very deceptive. He stated if I stayed on with ADT until October he would charge me .99 a month. I kept informing him that I DO NOT WANT ADT. I found my original ******** contract and it states 3 years. I signed with ******** November 2019 and it ended Nov 2022. I spoke with ******-Account Manager to email. I received a bill from ADT for $532.25. I do not owe. Will ***

  

  Business Response

  Date: 08/02/2023

  We regret any inconvenience the customer experienced & apologize for their frustrations. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  ADT has waived the balance. 

  **************** has no further financial obligation to ADT.

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been on the phone for over an hour today and have spoke to 4 people and no one can help me. I set up an appointment to get 9 impact sensors installed and the tech told me I could get a military discount by providing my USAA number. I was told no today and the explanation was because a third party is hooking up the equipment even though I called ADT directly for the installation. This is unacceptable and the customer service is terrible, I dont understand whats going on.

  

  Business Response

  Date: 08/31/2023

  
  We regret any inconvenience the customer experienced & apologize for their frustrations. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  ADT completed the installation on 08/01.

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20345932
  
  I am rejecting this response because: It does not answer my complaint and does not explain the fees. Thats all Ive asked for.
  
  Sincerely,
  
  ******* Council

  

  Business Response

  Date: 09/28/2023

  Upon review of the account, the customer signed up via SafeHaven **********************; which does not offer **** discounts.

  Had the customer gone to through the **** dedicated channel; which is located on ****'s discount page, she would have been labeled as a **** customer & reaped the benefits of that partnership program. 

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello! Sorry for the bother. So were trying to contact ADT to see if we can waived our current loan installation fee due to moving to a new property, we also ask them for relocation of the service. I have try to reach them for an hour but not one representative are able to help, they just keep transferring and transferring. Were still gonna continue to use the ADT system, we already been using the system for 11 years now. Were just trying to resolve this one problem and there was nothing that were done. At the beginning of the installation ADT said they able to do relocation of the service, but now, no one is worrying about it anymore.

  

  Business Response

  Date: 08/22/2023

  We regret any inconvenience the customer experienced & apologize for their frustrations. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  ADT has cancelled the customer's previous account, due to the new account acquisition.

  The contract termination charges have been waived, but the customer will owe the balance of the financed equipment in full.

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Been a customer since 2010 Malfunction on alarm system. Services on 1/10/23, was informed that there was not going to be any fees before them coming in. After service was done which did not correct the issues, I received an invoice for @1200. The system still malfunctions and testing alarm does not respond to the system. We get calls all during the day and middle of the night.Want the problem to be fixed and the invoice adjusted or eliminated. Why are we to pay for something that was not done. They said in their last letter dated 7/16/23 that the service would be disconnected in 14 days

  

  Business Response

  Date: 08/22/2023

  We regret any inconvenience the customer experienced & apologize for their frustrations. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  ADT has waived the service call fee; as a gesture of goodwill.

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20345532
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a home installation kit from ADT self set up. Their address is ******************************************. The equipment arrived to my new house the end of February A week later I couldn't get it to work even spending 6 hours over course of several days with their IT person. I then called the professional division for ADT and they came out and installed March 26, 2023 using their professional equipment. Everything works perfectly! Since February I've incurred charges for the self installation equipment and services that has not been used and equipment that has never worked and this is July. I have spent over 17 hours and 14 phone calls since February to ask for a refund, stop billing and email me a return label to send back the equipment. I have talked to several account mangers to try to resolve this issue. I have received no help, no promised emails or phone calls and just usually passed off to another person having the same results NO HELP. This is July and I am still being charged. I have no problem paying for the professional installation but feel ripped off for paying for equipment and services that I have never used because it never worked.

  

  Business Response

  Date: 08/10/2023

  We attempted to call this customer, but were unfortunately unsuccessful in reaching them. We have sent an e-mail advising the customer of our attempts to reach out as well.
  
  Per reviewal of the account, this customers monitoring has been cancelled out as of 4/16 & the balance of contract was waived. This customer had Pro installed on 4/8/23 which was outside of their 30 day trial. Since they were outside of the 30 day trial upon installation of their Pro system, they would be responsible for the equipment fees as they are financing. 

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to cancel my ADT Home Security ****************** for the account ********. My contract ended in 2018.I called 7/10/23 - (800) 238 - **** - 10:30AM I spoke to ****** after 11min wait. I was asked for address, name and passcode "Boomer". All of which I provided. I said I wanted to cancel my monthly monitoring. I was told I would be connected to someone on the cancellations team and the wait was 20 mins. I said OK. I was on hold for over 1 hour and then was disconnected.I called again on 7/10/23 - (800) 238 - **** - 3:56PM was told by automation that someone would call me back within 30 mins. ****** called at 4:15. I told him I needed to cancel my monthly monitoring. He asked why. I told him due to financial reasons. He said they can work around that. I said I really needed to cancel. He said that he'd need to connect me to the ****************** team and they will call me back because there is an 1.5 hour long wait. I was then put on hold. ****** came back on the phone and told me that they have too many calls and are too busy to do call backs but I can call account management at ****************. I called this number and it seemed to be the same main number that I've called before with the same menu options with an expected wait time that *** exceed 47 mins. This was not a direct line to account management. I waited on the phone for 1 hour and 30 mins and then decided to drop as too much of my time had been wasted already.I have been a loyal customer of ********************** for almost 7 years and now at the request to cancel my monthly monitoring fee, which has risen almost 60% from when I first joined, I am given the run around for hours with no resolution. I am no longer in a contract with ADT as that ended over 3 years ago. I simply want to end the monthly monitoring that is being charged to my credit card ending in ****.

  

  Business Response

  Date: 08/02/2023

  We regret any inconvenience the customer experienced & apologize for their frustrations. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.
  
  ADT has confirmed that the customer's account is closed, effective 07/10/2023.

  Customer Answer

  Date: 08/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When first calling to get security we had asked for adt services. When the system arrived it was blue by adt. That was something that my household did not want. Since having the service there has been nothing but problems. In a 30 period this service works about 14 days. We have been trying to get out of the service since received but was told once it is shipped you are in contract and would have to pay penitites. Just recently there was a robbery on my property and it is shown that blue by adt is at fault because there systems at my residence went down for no reason at all. Now they are not taking responsibility for the theft and has chosen to ignore all of our calls and emails.

  

  Business Response

  Date: 08/21/2023

  We regret any inconvenience the customer experienced & apologize for their frustrations. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  If you would like to report a claim of liability against ADT, please send us
  
  Written explanation of your claim;
  Full incident report by the police department; (if applicable)
  An itemized list of your losses/damages for which compensation is claimed;
  Receipts, statements, invoices, etc. that prove the losses/damages that you listed; and
  Documents that support your allegation that ADT is responsible for the incident and/or your damages, including but not limited to video/photographs. 
  
  You can send these items by Fax *************), email ******************************************** or mail:
  ADT LLC
  Attn: Risk Management
  *********************************************** 33431
  
  Upon receipt ADT will forward your request for reimbursement to our general liability carrier for review and handling. You will be contacted by an insurance adjuster acting on behalf of ADT.
  

  Customer Answer

  Date: 08/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/19/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im An ADT customer, I have 4 cameras around my house, one camera is down not on Ive been waiting on a technician for 3 weeks to fix this, today was my appointment 8am-830am. He came at 10am, said to me Im not cct camera I dont fix that. Mind you I actually had 2 appointments 7/19 and 7/22 today was appointment to fix cameras yesterday adt calls me and asked can 1 tech came out and complete both jobs, I said yes ?? f course. Ok this tech comes 2 hours late then say hey Im going to pick up your equipment Im like why didnt you already have it, who plays with a customer and he time like these people? This company will lie to you about the simplest things. You cant get ot fixed if it goes down and even worse f you call corporate they are super disrespectful today Ive talked to ******* at **********. I asked can I get help and or make a complaint as to how this company is doing business ******* said well Ill connect you to a different department so you can cancel Im like wow really Dont Waste Your Time and Money it is not worth it. *** never dealt with a company that each department works against each other is sick.

  

  Business Response

  Date: 08/02/2023

  We regret any inconvenience the customer experienced & apologize for their frustrations. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  ADT installed cameras at the home on 07/26.

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20344041
  
  I am rejecting this response because: still will not meet expectations,  After purchasing a home, I've seen that ADT system is installed, also has 4 cameras, I've called to activate this, my second time doing so. Your company will say hey, you have out total system we can activate your alarm system and you also have cameras that ADT can see, I said yes, it's 4 cameras how and what I need to activate. They said 73 and month, 42 for alarm system and 30 for video monitoring. I said ok cool, I activated it and come find out ADT only activated half of my system, I've called many times asked can you pull the call when I activated system they always lie and say they'll have a manager call me back. Never will get the call back we asked, and every time we call about this they give us run around like transfer to different departments that can't nor won't help so we canceled.  Being as tho I get deployed and my wife stated she will try ADT once again since we already have a system installed. We tell them hey this what we have and we need to activate and pay for monitoring. Adt will repeat your wishes and still only activate the alarm system when clearly we asked for the whole system to be activated, the assured my wife the whole system is activated when is not. So we have system active for 2 months, there was a storm and one camera went out, we call and ask to have it serviced, they set an appointment, the tech will arrive and say I don't do cameras sorry, second appointment no no no show 3rd appointment now we called and confirmed and even asked our you actually sending the right tech out, ADT account manager says yes I am sending the right tech, ok my wife wanted to add nest thermostat and flood camera, they send a tech from *****am tech calls at ****am and says he on his way. Tech arrived and said he is not an electrician, so at that point my supervisor mad, now I'm a licensed electrician myself, I explained and showed him my details and he says great I'll have to go to truck and have manager take out the job fee as they have ADT installing it. The tech pulled off and left the job open for days. My wife calls back and every very very upset at this time, they lie to her and say the tech that dropped off the camera can he fix it, he said he's not qualified to do so. Another day wasted. The rep ****** seen how upset we was he started making calls own his own. He came back in and said look I figured out what happened, the service call was cancelled but ADT as they told him because of a duplicate work order and you ADT tech said impossible as they have 2 different work order numbers. They they try send a man to add this video and he wanted to charge us, ****** to start monitoring and then ****** total of ****** just to start monitoring for our video systems, we have cctv already installed in the house I just purchased, how please tell us how and why after purchasing a home with ADT we have to have all these problems, if you call and ask for a supervisor it's always there not available no corporate office nothing 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 09/10/2023

  ADT has attempted to call the customer. We have also e-mailed.

  Customer Answer

  Date: 09/11/2023

  ADT has maybe tried 1 time lady email and said only ***** had received the phone call and never called me back I even emailed her back left my number again these people play too many games. And not to mention it took a month to respond adt is pathetic, we are not getting any help what so ever and all they do is lie. Even asked her in email ok what next after she stated she reviewed the call no response they don't care 2cents about any customers or their time.

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20344041
  
  I am ADT has maybe tried 1 time lady email and said only sir I had received the phone call and never called me back I even emailed her back left my number again these people play too many games. And not to mention it took a month to respond adt is pathetic, we are not getting any help what so ever and all they do is lie. Even asked her in email ok what next after she stated she reviewed the call no response they don't care 2cents about any customers or their time.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 11/17/2023

  We reviewed the account and confirmed that ******************** called on 7/12/2023 to set up the existing system he had in his home. The sales rep assisted ******************** and set up a resale advised ******************** that the monthly service fee would be $42.29.
  
  On 7/13/2023 the technician went out to test the signals for the existing system. The technician left notes that he resent signals and that a technician would have to come out to service the **** cameras.
  
  On 7/13/2023 ******************** called in upset that the technician that was sent out was not able to set up the **** cameras wanted to know when someone will be sent out. The customer service agent assisted ******************* and reached out to scheduling to see when a technician can be sent back out. The customer service agent advised ******************** that a technician could not come back out on the same day offered to set up a virtual appointment for ********************. ******************** declined the virtual service call.
  
  On 7/14/2023 ******************** called in requesting a virtual appointment for someone to assist with setting up the **** cameras. The customer service agent assisted ******************** and set up a virtual appointment for 7/14/2023.
  
  On 7/14/2023 the virtual agent reached out to ******************** to further assist with the **** cameras. The virtual agent was not able to assist left notes that a senior technician was needed.
  
  A senior technichan reached out to ******************** and tried to assist with setting up the **** system left notes that its a possible short in camera 2 cable.
  
  We reached out to ******************** to further assist said he wanted to be able to use the **** system that he had in the home and no one has been able to get the cameras connected. I assisted ******************** let him know that I would reach out to the service manager to see if the **** system could be set up.
  
  The service manager advised that the Dahua **** camera system that ******************** has we no longer have the parts for that system suggested an upgrade for the **** system.
  
  We reached back out to ******************** let him know that we no longer carry the parts for the **** system.
  
  A sales rep reached out to ******************** to give him options on upgrading the **** system.
  
  ******************** said he did not want to buy a new camera system said he would order one and install it by himself. 

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out to ADT after moving into my. I received a phone call from ADT and they offered me a certain security package and confirmed on a recorded line that when the technician arrived, they would be installing the equipment I requested on the phone. When the technician arrived, they continue to install extra items that I did not request. I asked the technician of these items were necessary or required for the service as I was told that these items and not come with my security package. The technician agreed when it was time to go over the contract. They had information such as an increase in monthly payment and did not disclose during the exclamations process that I was going to be taking out a loan to pay for equipment that I did not request. The company took advantage by hiding information, pulling my credit, and taking out a loan on my behalf without without my consent. I reached out to the company multiple times to resolve the situation over the past two months, and I still have not received a formal response with a solution.

  

  Business Response

  Date: 08/10/2023

  We regret any inconvenience the customer experienced & apologize for their frustrations. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  Per customer's request, we have scheduled a service for 08/11/2023

   

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20343724
  
  I am rejecting this response because: I am still paying the complete amount of 2k. After reviewing the billing statements I noticed  funds that were applied towards equipment have now been applied to a new expense that was added after the equipment was returned. I was also charged for the equipment return, this was not disclosed on the document I signed on the day of the equipment return. My signed copy does not list a fee of $59.00. I was not notified that I would need to pay for removal of equipment that I did not agree to have installed in my home. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/17/2023

  ADT has removed the equipment requested by the customer. 

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20343724
  
  I am rejecting this response because: ADT is still charging the same price regardless of the returned equipment. There is an additional cost added to my bill that was not discussed and confirmed. I was also charged for the equipment removal after signing a document that shows a $0 cost 
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20343724
  
  I am rejecting this response because: ADT is still charging the same price regardless of the returned equipment. There is an additional cost added to my bill that was not discussed and confirmed. I was also charged for the equipment removal after signing a document that shows a $0 cost 
  
  Sincerely,
  
  *******************************
  

  

  Business Response

  Date: 08/22/2023

  After speaking with ************************ regarding the installation dispute, we have decided to remove the extra equipment that was put in on 5/3/23. ************************ did state that the items that needed to be removed were not apart of the original contract she signed. We communicated with the local office regarding this, and they agreed to take out the equipment she requested. The technician came out on 8/11/23 and removed 3 sensors, 2 smoke/CO combo detectors, 1 glass break detector, and 2 ****** mesh devices.The local office applied a credit of $1, ****** for those removed devices and the finance team applied the credit to her loan balance.

  The number of payments decreases. Unfortunately, the payment amount does not decrease.