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

  
• 

  ADT Security Services

  18 Clinton Drive Hollis, NH 03049

  
• 

  ADT Security Services, Inc.

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

  
• 

  ADT Security Services

  1400 Montlimar Dr STE B Mobile, AL 36609-6513

  
• 

  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: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 have been trying to contact someone about my ****** Nest doorbell for weeks now. It has taken me long periods of time to get a hold of someone, I have been transferred to different departments, I have been hung up on, I have not been permitted to speak with a supervisor, and I simply have been mistreated. The ****** Nest doorbell does not work correctly, and I have tried six times to have it fixed without success. This company has terrible customer service, yet they charge me for a service that I am having problems with. This company has some despicable employees who are unwilling to simply be helpful.

  

  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.

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20343684
  
  I am rejecting this response because I requested a refund for the services I was not able to use. That was not addressed.
  
  Sincerely,
  
  ********************************************

  

  Business Response

  Date: 09/28/2023

  ADT has replaced the doorbell.

  We have also applied a 2 month billing credit to the account. 

   

  Customer Answer

  Date: 09/28/2023

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

  Customer Answer

  Date: 09/28/2023

  I just want to make sure it is documented that ADT did not replace my door bell. Thanks!  

• Initial Complaint

  Date:07/18/2023

  Type:Sales and Advertising 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.

  My mother was transitioned from her assisted care residence at American House to a Hospice Facility. We contacted ADT in April 2023 to advise her long term lease of over 10 years was ending. ADT representative advised we needed to provide a letter from the property manager and a copy of my mothers drivers license to terminate ********************. On 4/28/23 the requested documentation was sent to their directed email; furthermore, all connections at apartment were removed and offline. On 5/3 ADT processed another ACH pmt while they had advised the automatic payment was stopped. My mother passed on 5/8/23. While settling her affairs we noticed the additional payment deducted for *** and sent a second request to the directed email. We assumed there was a 30 day notice. ADT continued to Attempt ACH deductions for **** and July overdrafting the bank account 6x for a disconnected service that was requested for verbal and written termination. Today we had to initiate a dispute and contacted ADT via email and phone with zero resolution. This is a horrible business tactic.

  

  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.

  ADT has backdated the cancellation & processed a refund.

• Initial Complaint

  Date:07/18/2023

  Type:Billing 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 received a letter from collection agency asking to pay $734.38 to adt. They installed defective product and my alarm was going off without any reason 3-4 times a day. I called adt and sales person **** several times, but because I have broken English they pass me around from one department to another. I paid lapd over $4000 in fees because of the ***** alarm. The adt told me after Ill pay I need to submit paid invoice to them and they will reimburse me, which was a lie, they never paid. They dont stand by their service and product. I asked to cancel my service due to unworkable service and they stopped responding to my emails. I dont owe anything to them as they owe me money that I paid to lapd.

  

  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.

  Upon review of the account, the customer was charged contract termination charges for not completing the entire 36 month agreement. She was quoted contract termination charges at the time of cancellation.

  An assessment of the equipment found the system to be in working order. The customer's dogs were setting off the motion detectors. 

   

• Initial Complaint

  Date:07/18/2023

  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 sold a house and moved to another house. I called to cancel the account for the house I sold. They forgot to note the file and have automatically have been billing us $200.00 a month. I didn't notice it until I took over my husbands billing who has been ill. When I called they told me they would cancel it and they didn't. I have called 5 times with no resolution to this. Meanwhile, I continue to be billed for the services. I don't know what else to do, but to see your assistance to cancel the account. The irony of this is that they installed a new service to my new address, but yet they said that they do have a record of it. I want to not only cancel the account for the property that I sold but also for the current one. This is the worse business model that I have ever encountered. They owe me a refund for the old property as I sold it in April. Please help.

  

  Business Response

  Date: 08/23/2023

  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 backdated the cancellation for the previous property & have submitted a refund request.

  
  

• Initial Complaint

  Date:07/18/2023

  Type:Billing 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.

  Our security suddenly stopped working. Requested repair. Was told we would be charged for a service tech to come out. Family of seven already being affected by my declining health leading to disability and struggling to make ends meet. Time passed by. Appeared that billing had stopped. Next thing 2e know a collection agent mailed us requesting over **** on behalf of the company. Claiming that because of a contract on a defective system. System was not damaged. It just stopped working. The idea of being charged for something we had no part in s beyond frustrating.

  

  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.

  Upon review of the account, the customer's account was cancelled due to non-payment in May. This caused the account to incur both contract termination charges & final equipment balance fees, in accordance to the contract.

  ADT is proud to offer convenient virtual service resolutions to all customers. QSP is ADTs extended limited warranty plan. Labor and replacement parts covered for ADT installed equipment only. Customer damage/misuse, ************************** installed outside cameras, acts of nature and intrusion damage are not covered. Batteries replacement is not covered.Overtime rates apply for service after-hours service calls. In the event that an ADT technician is required to visit your premises, ADT will charge an on-site assessment fee of at least $59 per visit. Current terms &conditions are listed: **********************************************************************************************************

  The customer has no service call history on file & when offered, did not allow ADT to send a technician. 

  This balance is valid, as we were not afforded the opportunity to resolve any service issues. 

• Initial Complaint

  Date:07/18/2023

  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.

  I have been trying to cancel my service for the last 5 months. Everytime I try, there seems to be no way to do so. The hold times are over an hour and there doesn't seem to be any other ways. I need to cancel and be reimbursed for a service that I do not use/

  

  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.

  The customer accepted a monthly credit, to retain the service. 

• Initial Complaint

  Date:07/18/2023

  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.

  I recently contacted ADT regarding my service and explained my specific needs. Initially, I was transferred to someone at ***** but they didn't fully understand my requirements. Unsatisfied, I requested to speak with a supervisor and eventually connected with an individual who patiently listened to my concerns. They proposed an offer and sent the details to my email, giving me a 30-day period to consider it while I explored other options. When I decided to accept the offer and called ADT again, I encountered a similar situation. The sales representative attempted to upsell me without addressing my concerns or acknowledging the offer in my email. I pointed out the discrepancy and requested to speak with a supervisor. I was placed on hold indefinitely, leading me to hang up. Due to the unsatisfactory customer service experience and the lack of communication regarding the offer, I have decided to cancel my service with ADT. I appreciate the time and effort the person who initially assisted me put into understanding my needs and providing a suitable offer, but I no longer wish to continue my association with ADT. I kindly request that my service be canceled promptly, as my previous attempt to cancel was unnecessarily prolonged, and I prefer to avoid a similar experience. ********************* account holder *********

  

  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 confirmed that the customer's account is cancelled. 

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20340101
  
  I am rejecting this response because: you waited 30 days plus to respond. You didnt do anything but kept me hostage to your company. 
  Please provide me proof of cancellation. With date and time stamp. I know why reply at this time. You were never going to cancel my service. You waited too long. I want a refund for the last two months Ive been trying to cancel. I have recordings for these calls. 
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/28/2023

  ADT requires a 30 Day Notice of Cancellation.

  Therefore, the customer's intent to cancel (where he did not accept a retention offer) was on 08/21/2023. 

  This made the effective cancellation date 09/20/2023.

  We consider this case closed. 

• Initial Complaint

  Date:07/18/2023

  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.

  The date of transaction September 2022 Company promise to provide me with camera's that function on a consistent bases, informed me that the my contract was until 2023.Multiple agents stated that i could not get out the contract unless i was pay the remaining amount for months of the contract. Product was replace twice and product was not delivered, Agent later stated that my contract is 3 years not 2023. Company failed to inform if they could not resolve the that i could send back the equipment and be released from the contract on purpose so they can keep me in the contract.

  

  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.

  We have educated the customer that he signed our standard contract of 36 months. 

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20339525
  
  I am rejecting this response because: they informed after the contract was already signed when I called to ask for someone to explain the contract a rep said ******* you was working with said its ok all you have to do is sign the contract you. After the first 30 days the product ( cameras was not working and the refuse to let me out the contract and I let me return the product as per there policy states I can return the product and writhing the 30 days if it is not working and get out the contract) they keep prolonging the process and keep locked into there contract. I was informed that i can pay out the remainder of the contract after it was pass the policy to withdraw from The contract which they stated to me was September of this year when I signed the contract.

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/01/2023

  The customer did not cancel the account within the initial 30 days of the contract.

  We will be more than happy to troubleshoot or provide replacement equipment. 

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20339525
  
  I am rejecting this response because:
  ADT avoid informing of cancelation of account with 30 days product had issues within 30 days and they did not give me the option to cancel or inform me of 30 day cancelation. ADT replaced the cameras once, I inform them that I proceeded to have issue and they informed me that they would send me additional battery to resolve the issue and the never sent out any battery. After inform them about the battery still not send additional battery. One of there reps. ****** me that contact would end on September of ************************************************* I wanted to cancel prior to September. I called back in August and they told me your contract does not state that and you have pay to the end of the contract in 2025

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/24/2023

  The agreement outlines the cancellation policy.

  We consider this case closed. 

• Initial Complaint

  Date:07/18/2023

  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.

  Our ADT lock on our door has a "system malfunction" so we are unable to use it. We were locked out of our house for 2 hours because ADT decided to place us on hold and not help us. Once we got help we were told we'd be charged to have someone fix the issue even though it is their system error. So I requested to cancel our contract willing to pay the remainder of it out and just get ADT out of our house as it does not work to the standards we were promised. Once I requested to cancel the service I was placed on hold for 3 hours. I then hung up and decided to try again today. I have been on hold for 4 hours and if I call for any other "issue" I get help in **** minutes but if I mention cancelling the contract they place me on hold for hours not allowing me to cancel the service even though I am willing to pay the remaining balance of the contract. I tried the chat option and after trying to reroute my request to cancel the women stated I had to call, so I did and was placed on hold yet again. I am being held hostage in this contract at this point and the more I research it seems that this is a typical practice ADT has been up-to and does not allow people out of their contracts by just not answering them and placing them on hold until they give up.

  

  Business Response

  Date: 08/20/2023

  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 cancelled. 

• Initial Complaint

  Date:07/18/2023

  Type:Billing 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.

  Entered by BBB staff LO Consumer states ever since covid her system has not been updated. She has called and scheduled for them to come out and fix it but they never showed up. She called them and they said they had to reschedule but no one let her know, this was about a year ago. The consume tried to fix it over the phone but they were unable to fix the issue. The consumer rescheduled again but they could not work with her schedule. The consumer received a $200.00 fee last year which she paid. She received another fee this month for $341.25, which they took off her card and when she called they only offered to give her half of the money back and only charge her $170.62.

  

  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 made numerous attempts to resolve the cellular issue, to no avail.

  As a gesture of goodwill, we waived 50% of the balance.