Complaints
This profile includes complaints for ADT Security Services's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 10,875 total complaints in the last 3 years.
- 3,653 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/18/2023
Type: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.
Nearly impossible to cancel service. 50+ to 2hour min hold times for the cancellations department. Have tried for 4 months to cancel service. When FINALLY getting ahold of someone at the cancellations department they HANG UP ON YOU or GO SILENT.Auto call backs don't work. 9 min hold times = 30 min for auto call back and they have to transfer you to the cancellation ***** That depart is hold time "25 min" = auto call back 45 min later then they hang up. Have been forced to keep service an extra 4 months because I couldn't get a hold of them to cancel.
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 closed.
Initial Complaint
Date:07/18/2023
Type: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 services with ADT security for 5 days. I've tried contacting them via phone and the chat box on their website. I've been told by the chat agent that I must cancel via phone. I've tried calling 6 times, each time the wait times are so long I end up having to hang up, the wait times have exceeded 45 minutes. I tried the chat agent again and shared my experience with the wait time and asked if there was anything else I can try as I'd like to cancel my service before the next billing cycle. The agent made a call back appointment and I received a phone call from ADT, when I picked up an auto message told me an agent would be right with me. I waited 46 minutes before an agent arrived on the call. After I told her I'd like to cancel the call got dropped and she didn't call back. I tried several more times using the call center, at this point I tried pressing the key for "upgrades and new sales" to see how fast they would answer. They answered within two minutes and when I said I needed help canceling they transferred me to another line where the wait time was reported to exceed 68 minutes. At this point it appears ADT has by design made it difficult for a customer to terminate ******************** with them.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 confirmed that the customer's account is cancelled effective 07/17.
Initial Complaint
Date:07/18/2023
Type: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 stopped using there services a year ago. Been trying to cancel and getting no where. Ive called so many times I cant count and have been put on hold for hours to not even speak with someone. I have been charged every month and I know they are going to try and charge me a cancellation fee of 300 dollars but they have been charging me ***** every month.which is over 600. Dollars. Please help!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.The first intent to cancel we received from the customer was on 05/30. We have backdated the cancellation to that date.
A final bill will be mailed.
Customer Answer
Date: 08/22/2023
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:07/18/2023
Type: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.
In January 2023 I placed a call to adt to see about moving my panel and paid for a tech to come out to tell me if we could. My elderly mother and I have been adt customers for a long time. I was told by the tech it would be cheaper to upgrade my system and that it would cost $600 to do so. I was never given the cost to move the panel. I asked very specific questions such as can I keep my 3 keypads in the same places and will my smoke detector be hardwired. The tech informed me yes and all I would need is internet. So i asked if ******** internet would work with the alarm and was told yes. So I scheduled for the upgrade a week later on Jan 25, 2023 I was not able to have my keypads in the same places I was not able to have my smoke detectors hardwired the tech placed the stuff where he wanted to and I argued with him I left my elderly mother there and my contractor as I had to go to work I was never told I needed outlets for the keypads which apparently you do and he caused and outlet to shortout, I have holes in my walls now he cut wires and left some and drop other behind my walls. When I came home the sensor he placed on my front door after i told him it was banging and he said it's fine fell off as I opened the door and cracked me in head. I had to go the whole night and next day without have my door alarmed till another tech could come out which resolved nothing other then this tech informing me that you can not have hardwired smoke detectors with this system. I have no keypad on my second floor. I also was charged way more then what i was told which after multiple calls to adt they fixed that and I was told someone from there claims department would contact me for damages. I provided the claims department an estimate, offered to let them speak with the contractor directly. Now they are giving me the run around trying to say because my house is 100yrs old they need to hire an electrician to come out before they pay for damages. This such horrible treatmentBusiness Response
Date: 08/21/2023
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
*****************************************************
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: 08/29/2023
Complaint: 20337365
I am rejecting this response because:I have already dealt with one of their claim adjusters for the past few months and that is what lead me to file a complaint on here. I have provided their Adjuster ******* the estimate from a licensed contractor and a licensed Electrician. To which ******* is not happy with and said my house is over 100 years old and has refused to settle this claim. I even emailed ******* the adjuster on August 14, 2023 to which she has never bother to reply and this has been and ongoing issue with her. I have offered her to speak directly with the contractor and she hasn't. I have tried everything to settle this claim as I have only submitted for the minimum. I have provided pictures and have even written to the ceo of adt and nothing. I really don't want to make this bigger than what it is but adt is forcing me to consider taking additional actions. I have attached the estimate and letter I wrote to the *** with this and have no problem provided ADT all the pictures I have which are over 20 of them. But I am not willing to accept this response as all this is just a run around tactic and basically starting from scratch again to what still not have all the holes in my house fixed and to still not have a keypad upstairs or still not have my smoke detectors hardwired and ect. This is unacceptable and what adt has done is unfair and deceptive practices.
Sincerely,
*************************Business Response
Date: 09/28/2023
**************** provided an estimate from a general contractor to repair an electrical wire which we believe was inflated.
ADT requested a second estimate from a local electrician to be used as a second opinion, and was not able to receive it.
We tried to send an electrician out and the customer refused to allow the electrician inside her house.
The estimate from her general contractor of choice was not approved. In order for ADT to resolve her claim, we need to receive an estimate from a local electrician.Customer Answer
Date: 10/10/2023
Complaint: 20337365
I strongly disagree with adts statements as I originally agreed to have them send someone out just like when they sent out another adt tech however the person they chose to send out lied saying they reached out to schedule a time with me which was stated in my email to the adjuster. Then the adjuster with out my consent went a head and schedule another person to come out never once asking me what days and times I could do which I have all the emails. The adjuster was informed by my contractor that he had a permit and no one could touch anything under his permit. Adt keeps referring to the electric but the estimate isn't just for electrical it also includes all the holes in my ****** and ceiling so I don't understand why they only refer to the electrical and adt is now saying they believe the electrical to be inflated but the original reason I was given by the adjuster was because because of the age of my house.
Sincerely,
*************************Business Response
Date: 10/20/2023
ADT stands by its decision & considers this case closed.Initial Complaint
Date:07/18/2023
Type: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.
Over charge and forged signature. Seeking a credit for the over charge and to have the work order voided.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 provided the customer with a fraud packet. We have also applied a credit of $129.80
Customer Answer
Date: 08/21/2023
I have spoken to ADT numerous times and was told that I would receive a refund. That has not happened.
The issue regarding my signature being forwarded has not been addressed. I was told that they would handle it internally. I asked to have the work order recinded. That has not happened.
Regards
***********************;
Customer Answer
Date: 08/22/2023
Complaint: 20336697I have spoken to ADT numerous times and was told that I would receive a refund. That has not happened.
The issue regarding my signature being forwarded has not been addressed. I was told that they would handle it internally. I asked to have the work order recinded. That has not happened.
Regards
*************************
Business Response
Date: 09/18/2023
ADT is still awaiting the fraud packet to be completed & returned.Customer Answer
Date: 09/19/2023
The response is not true. The response i received from ******************************* at ADT is as follow regarding the person processing my refund. *******'s phone number is as follows. ***********
"She is still out of work. I am sorry. I am not ignoring you or sweeping it under the rug. Let me email again and see what I can find out. Or who to direct it to."
Regards
***********************;
Business Response
Date: 10/19/2023
An additional credit of $200 has been applied to the account & a refund has been processed.
Please allow **** business days.
Customer Answer
Date: 10/20/2023
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. Provided ADT follows through with the credit.
Sincerely,
*************************Initial Complaint
Date:07/18/2023
Type: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.
July 14, 2023 Dear Better Business Bureau,I am attempting to terminate the ADT security services for my home because I have had a non-functioning system for about two weeks. I have made multiple calls to ADT Security Technical Support Helpline starting from the day I noticed it wasnt functioning until today. The ADT service representative I spoke to today has informed me that despite the fact that my system has not been working for a period of time, the ADT security company will charge me over $400 to terminate their non-functioning system. Can you please help me to terminate this service without any additional fees?***********************, ADT Customer #: *************************************************************************************** Phone: ************** Email: ************** Cc: *********************, President * ***** ********************************************* ***** **************************************** SVP Customer Operations *************************, VP ************* Operations Email: ***************************************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.The customer accepted a lowered rate, in exchange for retaining the services.
Initial Complaint
Date:07/18/2023
Type: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 am so disappointed in ADT and the misinformation their tech provided me and lack the of customer service and fees I am now being presented with 3 years later. I switched to ADT to get cameras installed and better service compared to our previous company which never showed for service appointments. I used ADT years ago and was happy with their services in 2009. The first thing I asked him was if there were any cancellation fees if I moved. I knew I would be selling my house down the road and wanted to be sure I wouldn't be hit with any fees. He assured me there was no fee unless there was still a balance on the equipment. I would have never got the system if he hadn't assured me. I called today to cancel my service because I sold my house and was told I would be charged $1,300! I asked how the equipment could be $1300 when I only pay $10 a month for it and there is only 2 years remaining. The phone rep informed me I have to pay the remaining MONTHLY service fees through 9/2025! I am a teacher, how am I supposed to pay that much money? I was told if I transferred my service then I wouldn't have to pay. The cameras don't even pick up 90% of what happens in front of my house. I know because I have tried to get additional videos of people who were at my front door and caught on my ring doorbell. After he processed my cancelation he transferred me to a different department to talk about the fees. I even asked him if I should wait until I got the bill and he said it would be better to do it today. A woman answered and as soon as I told her why I was transferred, she rudely said hold on and transferred me again without any explanation. I am still waiting on hold. The current time I have been on this call is 3 hours and 23min and counting! I am perfectly fine paying off the equipment, but asking me to pay $1300 when someone else is moving in and will most likely sign up for their service is taking advantage of people! How can I in good conscious recommend ADT to the person moving in?I'm still on hold and have attached a screenshot of my phone.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 new homeowner has recently acquired the service.
Due to this, the contract termination charges in the amount of $1131.19 have been waived.
Initial Complaint
Date:07/18/2023
Type: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.
On July 17, 2023, I was treated poorly by one of the chat agents when I was having problems with the second day of trouble shooting. After 2 nights of talking to chat representatives, I was finally told that there was work being performed on a nearby cell tower. Excerpt from that chat. ******* (7/17/2023, 10:39:11 PM): Is the assumption that everyone has a screwdriver set? *** (7/17/2023, 10:40:42 PM): Not a s**** set but a basic toolbox, as everyone needs at home, or a basic requirement besides of the profession they are in.Okay, then when we have to wait for 24 hours for the screen to become functional again? Due to lots of test attempts screen goes laggy sometimes, once the tools feature is working again please let us know ******* (7/17/2023, 10:41:23 PM): No this is not ok. I need my system working. I have travel coming up ******* (7/17/2023, 10:41:31 PM): I can't leave my home unsecure *** (7/17/2023, 10:41:48 PM): Okay, then how will we do the test when you are unable to the further steps? ******* (7/17/2023, 10:42:17 PM): Someone needs to come check this, I've done this two nights in a row. I have patients in the morning for gods sake! *** (7/17/2023, 10:42:32 PM): I am sorry I know what is the issue and this issue does not needs a technician, this is a common error our customer faces and it is fixed by testing and rebooting. ******* (7/17/2023, 10:42:56 PM): It was "fixed" yesterday and now its back again ******* (7/17/2023, 10:43:26 PM): I'm reporting this conversation. Screen shot and recording is going to the Better Business bureau. Time / Date ************************* (7/17/2023, 10:43:54 PM): I am also sending this to corporate ADT *** (7/17/2023, 10:44:17 PM): It is okay, *******, we are all just trying to help you out here only, I am only doing as I am instructed nothing on my own, this issue really does not needs any technician, but if you insist we can schedule a FREE over-the-phone service call with one of our Advanced Specialists.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.Initial Complaint
Date:07/17/2023
Type: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 originally signed a contract with ADT LLC for house monitoring on March 11, 2022. When I called to inform ADT I was moving addresses, they instructed me to sign a new contract, which would replace the old one once monitoring service was established. I signed a new contract with ADT LLC through Blue by ADT on March 15, 2023.The old contract never ended, and I was charged for both contracts. I called ADT support on July 6 to correct this, and after 2 hours of transfers and holds, I was told the original contract would be cancelled, and I would receive either a credit to my bank or a check in the mail for the overcharged amount. Instead, I received an invoice for the remainder of the first contract. Presumably, I am still being charged for the second contract.This is all despite being told otherwise by the pushy salesman, the agent responsible for activating my service at my new address, and the agent I recently called.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 removed the contract termination charges incurred & issued a refund of $200.89.
Initial Complaint
Date:07/17/2023
Type: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 called ADT to cancel services sevearl days ago. They transfer me to another line and place me on hold and do not answer. I called again and made a different selection to get a representative. The representative said unable to cancel and stated someone would return my call. No one has called me and now they want to charge the next payment. I called again today and they told me it's a hold wait time of 1 hr 22 minutes. That's ridiculous amount of wait time to cancel a service. Poor customer service. I am no satisfied with this service and have the right to cancel but they make it difficult on purpose. I cannot afford to pay another payment for an alarm that doesn't even work. I can't even get the adt website to work.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 cancelled the customer's account effective 07/17.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.