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.

close

Find a Location

ADT Security Services has 247 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  ADT Security Services

  1501 Yamato Rd Boca Raton, FL 33431-4438

  
• 

  ADT Security Services

  814 Arion Pkwy Ste 220 San Antonio, TX 78216-2837

  
• 

  ADT Security Services, Inc.

  8751 Park Central Dr Ste 100 Richmond, VA 23227-1162

  
• 

  ADT Security Services, Inc.

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

  
• 

  ADT Security Services

  3332 Walden Ave, Suite 108 Depew, NY 14043

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:07/16/2023

  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.

  Signed up at our rental home during covid and the ADT sales rep promised we would be able to move service once we purchased a home. Never received the glass break sensor that was part of our package, despite several calls to request it. Order was not 100% fulfilled as advertised.September 2022, bought our first home. I called to transfer service to our new home. ******* told me that transferring existing service wasn't allowed, althoigh it was promised previously. ADT rep said that we would have to leave the equipment at the old home and start a brand new 3 year contract "but we'd get new equipment".January 2023 - monitoring rate increase. Requested to cancel service due to rate increase, rep said that was not allowed until contract was ended.May 2023 - expiration of original contract as indicated, 3 years from date of purchase.Still no glass break sensor from original order in 2020, system has been inactive for nearly a year. *********** 2023 - new bills for monthly service extension at previous address (which has new tenants).

  

  Business Response

  Date: 08/16/2023

  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.

  As a gesture of goodwill, ADT has waived the past due balance.

  The customer must seek reimbursement of the missing equipment from their install company: Safe ***********. Their contact information is listed on the contract. 

  Customer Answer

  Date: 08/16/2023

   
  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:07/16/2023

  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.

  For months the website fails to work at all to pay bills. ADT says they have no idea why ( apparently no one with ADT wants to investigate this ). I have advised by chat and phone. Guess they don't have an IT person that can take the time ( or wants to ) to see why this is happening. I am by no means a computer person but people seem to have no choice these days but to use web services.See below gyazo link image.************************************************** The phone app. It is poorly designed and when I try to use that all the places to fill in information are over-lapped by info explaining boxes and can't see the lines.I am over-due to pay. I can call it in but it seems to take forever to get a rep to answer. I may go back to paper billing. Three months into this and still no return calls or emails to explain this.

  

  Business Response

  Date: 08/16/2023

  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: 08/20/2023

   
  Complaint: 20328530
  
  I am rejecting this response because: It's a canned message. Nothing in this was actually focused at my issue but sent as a blanket message with-out any direct concerns to my ADT account.
  
  Sincerely,
  
  *******` ****

  

  Business Response

  Date: 09/28/2023

  We are investigating the issue.

  An alternative online payment method is:

  ****************************************************

   

• Initial Complaint

  Date:07/16/2023

  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.

  On or about ****- 6-24-23 ADT disconnected my service for no apparent reason.I called and ask why was my service disconnected. They gave no explanation. I requested my service be reconnected I was told I would need to sign a new contract with ADT for one year to get my service reconnected. I have been with ADT for 12 years so why could they not just restore my service when I ask this question the answer was thats the policy. I insisted I did not request for my service to be disconnected to no avail I spoke to 10 different people nothing done.Why would ADT deliberately disconnected the customer ********************** system and then ask them to sign a one year contract to get service back is this a way for them to retain customers.? Or is this a new policy ADT have just started. I can not get anyone to explain to me why after all these years I have no service I am a senior and I have no security system or my cameras are not been monitored all these weeks because of this unsolved issue . God forbid I should have and emergency or a break in, ADT don't seem to care.They don't care or want to take any responsibility. All they'll say sign the contract and you can get service back.Hope to get some resolution soon.

  

  Business Response

  Date: 08/16/2023

  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: 08/16/2023

   
  Complaint: 20328141
  
  I am rejecting this response because:
  My service was never restored at ********************* Therefore my property have remained unprotected since I sent the initial complaint. I am unable to access my camaras around my home. And my burglar alarm have not been monitored, since either. ADT will not respond to my question of why was my service disconnected. And they refused to  reconnect. Therefore the matter  has not been resolved.
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/20/2023

  Upon review, the customer requested relocation, hence the closure of the previous account.

  A new tenant resides there & the customer has service at their ********** Ct location. 

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20328141
  
  I am rejecting this response because: Even though I have relocated and no longer need the service at **** Tuscan ridge. I believe  that ADT was wrong and neglected to provide me service when I needed it. ADT never bother to apologize for their actions. And this is why I am rejecting and not accepting their response. 

  I will not pursue this matter any longer since I have relocated.And no longer need service at that address. However I want noted on the record I DO NOT ACCEPT THEIR RESOONSE.

  They need to give better customer service and they should have a better responsibility when providing service to their customers. 

   

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

   

• Initial Complaint

  Date:07/15/2023

  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.

  ADT WILL NOT answer my phone calls or will leave me on hold so I cant cancel my service. I want to cancel my service. Please have someone contact me. Service is ridiculous. Why do I need to go through the BBB to get ADT to do their job? This is a fraudulent business and should be shut down. All the complaints on this platform are the same!

  

  Business Response

  Date: 08/14/2023

  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, per request. 

• Initial Complaint

  Date:07/15/2023

  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 want to cancel my subscription to ADT SECURITY SERVICES, but can't get any results because of the wait time on hold. I have waited and waited on many occasions to try and cancel! I even wrote an email response to an advertisement email that they sent me, stating that I am canceling their service as of that date. I was charged again the $60 on the 7th of July. My contact with them was finished on May 30, 2023. I am retired and can't afford it anymore. Please help ??

  

  Business Response

  Date: 08/13/2023

  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:07/15/2023

  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 called to have my ADT alarm serviced because it was not submitting a signal to ADT. Service man came 4/7 and told us he needed to replace a part so long range radio would send a signal to ADT. I paid via credit card $460.68. Signal worked for maybe 10 days. I called ADT to report this on 5/5/23. We scheduled another service call until ADT told me I would have to pay for additional service. After a lengthy conversation I decided to cancel appt and cancel ADT service all together. I was transferred to acct manager who tried to talk me into staying with ADT. I kept refusing. I finally was told my service would end first week of June. I disputed the service charges with my credit card Citibank. They told me they would look into it. Initially I was told the charges would remain: $460.68. I received an email from Citibank 10 days ago that said they reconsidered and my $460.68 was refunded. I am not sure if ADT did this or Citibank. As of today, the $460.68 is back on my bill by ADT. I called ADT multiple times to make sure my service was cancelled and they said no I would have to wait 30 days. I said I canceled on 5/5/23 and they said there was no record. I have an email from ADT dated 5/7/23 asking to return to ADT. My husband has also called and was able to speak to regional manager who read the script from all calls and said she was appalled and would call back in 72 hrs to resolve issue. No return call. I want service discontinued with written statement from ADT. I want $460.68 taken off bill and $152.22 they are asking for. I cancelled 5/5/23 and I am not paying for service that worked one week. I have gone above and beyond due diligence to get this issue resolved and ADT refuses to settle it or call us back. It is impossible to talk to account manager and ********************** knows this. Their customer service is abysmal.

  

  Business Response

  Date: 08/14/2023

  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 not paying for a maintenance agreement with ADT & was therefore liable for parts & labor. 

  As a gesture of goodwill, we have waived the balance. No refund will be provided. 

  Customer Answer

  Date: 08/14/2023

   
  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:07/15/2023

  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.

  The level of customer service that I have received from ADT has been atrocious. I own a laundromat in ********. My business was broken into on June 4, 2023. While thieves were running through my store, the motion detectors never went off and the thieves were able to come and go at their leisure. In fact, they wheeled a filing cabinet out the front of the store in broad daylight because there was no alarm blaring to deter them. All of this is on video. There is a motion sensor overlooking the door that they broke, entered and exited through. To make matters worse, my system was armed, and operating correctly at the time. Moreover, it was professionally installed by ADT. Problem 1: The technician that reviewed the motion detectors was having difficulty with them and took more than 2, possibly over 3 hours to get two motion detectors up and running. All while setting off alarms, testing and annoying the customers in my store for multiple hours. Needless to say, he still evidently didn't get them installed correctly. Problem 2: I called into ADT customer service on the day of the break in and asked to speak with a supervisor. I was transferred around to multiple departments for over an hour. None of the supervisors wanted to take my call. I finally got to the correct department and the rep said that her supervisor was conveniently, "In a meeting." However, the rep said her supervisor would call me before she left for the day. She never called. Problem 3: I got my sales rep involved. He said he would run my requests up the chain. I never heard back. I wrote his boss and never heard back as well. ADT's equipment did not function correctly when I needed it most. I also don't think that a single person from ADT has even apologized to me for the situation. I need some action and follow through from the company. In the meantime, my store is sitting vulnerable because I have equipment that is not even close to being reliable.

  

  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.

  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.
  
  

• Initial Complaint

  Date:07/14/2023

  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 currently have a balance of $707.78 in my account. Despite my repeated attempts to contact ADT regarding issues with this balance, I have been facing difficulties. My bank recently experienced fraudulent activity, and ADT claims that the charges were reversed. However, I did not initiate any reversal, and regardless, if I do owe the amount, I am willing to pay it. However, due to being on disability, I cannot afford to pay the full balance all at once. Therefore, I kindly request assistance in setting up a payment plan. Unfortunately, my previous interactions with ADT's customer service have been unsatisfactory, and I hope to find someone willing to provide the help I need.

  Customer Answer

  Date: 07/29/2023

  ADT keeps trying to withdraw payments for amounts that are not authorized in coordination with this complaint, this is the most current balance which is what I am disputing, and the normal customer service, just keeps giving me the run around and transferring me back and forth.

   

  $772.64
  Monitoring + other charges due by August 3, 2023
  FlexFi installment: $33.10

  

  Business Response

  Date: 08/27/2023

  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 balance is valid. ADT does not have payment plans; however, as a gesture of goodwill, we have issued a credit of $194.58 (3 months of monitoring). 

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20324060
  
  I am rejecting this response because: It still shows a balance of $676.02, I want to make payments on that, I appreciate the credit, but that does not address or help with that balance.
  
  Sincerely,
  
  ************************************

  

  Business Response

  Date: 09/26/2023

  As previously stated, we do not offer payment arrangements. 

  The customer has made very minimal payments towards the balance owed. 

  The account is in jeopardy of cancellation due to non-payment. 

   

  Customer Answer

  Date: 11/06/2023

   
  Complaint: 20324060
  
  Account Number: ********* I've been diligently attempting to resolve this ongoing issue by engaging in an extended exchange of communication with ADT. Unfortunately, my account has now been both locked and disabled. My intention was to continue the payment plan that I had when I signed up but I have been unable to make any payments due to ADT repeatedly attempting to charge my account with amounts exceeding $500 each month. This continued month-after-month despite my persistent efforts to collaborate with ADT in reaching a resolution. The process mainly involved being bounced around from one representative to another, with no one having the capacity to offer a viable solution. These problems trace back to previous incidents where ADT attempted to charge me an exorbitant amount exceeding a thousand dollars. In light of these circumstances, I am deeply dissatisfied with your billing practices and customer service. My sole desire is to maintain a security system with manageable monthly payments.  Billing Adjustment

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

  

  Business Response

  Date: 11/29/2023

  ADT's collection department has made many attempts to reach the customer to discuss the balance & payments to be made towards it, to no avail. 

  We have attached the customer's Account Receivable History, showing the minimal payments made towards the balance & the adjustment that ADT applied towards the balance.

  In order to be reinstated, the customer must pay the past due balance of $807.08. 

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20324060
  
  I am declining this response for the following reasons: I have not received any communication from your end. If you are referring to an unidentified (332) phone number that does not leave a message, I do not answer calls from unknown numbers or unfamiliar billing departments. I have attempted to contact and resolve issues, but your repeated attempts to withdraw substantial amounts from my bank account and subpar billing practices have led to its closure due to fraud concerns. I am willing to continue using your service, but I cannot afford lump-sum payments, especially when my service has not been utilized. We can either negotiate a plan to spread the past due amount over time, or I will remove all equipment that is not being used from the premise and mail it back to corporate.  I have already disconnected the thermostat.  

  Furthermore, it would be advantageous for you or someone with the authority to retrain all your representatives so that they possess the necessary skills to effectively assist customers. I was a lead for charter communications and if anyone at charter treated customers the way ADT does, they would be fired on the spot. 

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

  

  Business Response

  Date: 12/10/2023

  We stand by our decision & consider this case closed. 

  As a gesture of goodwill, we have applied a credit of $403.50 towards the past due balance. 

  This will leave the customer with $403.50 to pay for the past due, in order to assist with reinstatement. Once reinstated, the contract termination charges of $1315.10 will be waived & the $1290.63 financed balance will be reinstated to monthly payments. 

• Initial Complaint

  Date:07/14/2023

  Type:Product 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 front and back door cameras from ADT have been inoperable for several months. We have had security issues at our home and wanted to be able to use the cameras. On July 13 I used the online troubleshooting process multiple times without success. I then went online to chat with customer support. Throughout the day I chatted with four different agents. Finally, the fourth agent told me she would have a technician contact me on a video call. The next day I contacted ADT again using chat and at first the agent could find no record of me having ADT cameras. I then provided the model number and my camera account was located but no record of someone scheduled to contact me. That agent then scheduled a call at 3:00PM that day. At 4:15 PM I began another chat session with an agent who could find no record of the scheduled call. That agent scheduled a 30 minute session between 4:00 and 4:30 that same day. By that time it was 4:20. At that time I asked to chat with a manager and that request was denied. The agent then told me I would receive a call sometime that day.to assist with my problem. ****** did not receive a call. Since I am hearing impaired my use of the telephone is limited and must depend on visual service. I am very frustrated with ADT and there level of service.

  

  Business Response

  Date: 09/10/2023

  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.

• Initial Complaint

  Date:07/14/2023

  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.

  I had started service with ADT home security system in January of 2023. At the time i had a promotion that was mailed to me stating a $100 **** gift card after 3 months of services provided. I started services and provided information on the mailer to both ADT customer care AND the gentleman that installed my ADT system. After a few weeks i had called to ensure it was on my account to receive the **** gift card, customer care assured me it was and I would receive it in the mail and they would document the conversation on my account. It had now been 6 months of service with ADT, i have yet to receive my $100 **** gift card and when i call to address this with customer care i am passed around from department to department and eventually hung up on. There has been no clear resolution or help from ADT customer care or any notice that i will receive the $100 gift card. I would like either $100 applied to my account or a $100 **** gift card which was promised when i signed my contract via their promotion.

  

  Business Response

  Date: 08/16/2023

  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's gift card promotions require a purchase of a particular package, with a minimum value of equipment required ($500). 

  The customer had a $0 reactivation of previously installed equipment. Their contract also does not include the gift card promotion. 

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20323767
  
  I am rejecting this response because:

  I had called before activating the account to ensure I was going to receive the gift card, as there are a lot of poor reviews online of ADT not following through. The representative stated that it would be mailed to me in 90 days and that it was on my account. This was a mailer code I received in the mail when I bought our house.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 09/20/2023

  ADT stands by its decision, as the parameters have not been met for the promotion.

  As a gesture of goodwill, we have issued a credit of $100, towards future monitoring.