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:07/14/2023

  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.

  ADT could not successfully install a security system in our house. After repeatedly failed attempts to activate the system, ADT is trying to charge us in full for a service they could not provide. We have repeatedly attempted to resolve the dispute over the phone with several different ADT employees. They have sent us to collections and there is no escalation path internally. They will not satisfy their obligations under the contract and yet are sending us to collection.

  

  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.

  Money-back guarantee only applies after ADT has made service call attempts (3) to resolve the same alarm system-related issue and has not been able to resolve that issue within the first six (6) months of your contract. Equipment must be fully removed before a refund will be processed.Conditions preventing normal system operation cannot be caused by the customer.

  The customer only has one service call. They do not qualify.

• Initial Complaint

  Date:07/14/2023

  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 service, but have been unable to do so. The customer service is a nightmare! Every call is at least an hour, and each time it's different information. The system was installed on 3/23/23, and I have lost the Wi-Fi on my alarm pad 14 times then. Twice it went out in the middle of the night, and starts beeping. I have had two Techs at my house, and two on the phone . The first one said he knew what was wrong with the Wi-Fi, but after he had fixed it, it went out again. I spent over an hour on the phone to reset the system , and they only solved the problem for a few days. On 6/16/23, another tech came out and eliminated the WiFi from the system, reset the plug-in module.I have been told many different things about cancelling my system,, but every time I finally get to talk to somebody Im disconnected. On 6/9, I called and after an hour on the phone I finally got an agent who said they would waive the $135 service charge, and send out an agent. He put me on hold, and shortly after I was disconnected. On 6/12 after an hour wait another agent got on the line with a different story. When put on hold I was disconnected. On 6/13 I called again and took the call back option. When they called back to transfer me to an agent, there was nobody there. I called again later that week and finally got somebody after another hour wait. They made an appointment to send a tech out. He said he disconnected the system from the Wi-Fi and got the plug in module work.The most recent call was to an agent that told me the problem was with my Wi-Fi, but yet it works just fine for everything else in my house. If there was a problem with the Wi-Fi why wasnt I told that when the system was installed. The last person I spoke to said I would have to pay $4,000 to cancel the monitoring, and that doesn't cover the $2,300 worth of equipment they installed! I sent 2 registered letters to find out how to resolve this with no reply

  

  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 are releasing the customer under our 6 month clause. The equipment pull is scheduled for 08/21.

  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,
  
  *****************************

  Customer Answer

  Date: 08/22/2023

  My complaint has been resolved to my satisfaction.  Thank you for your help.

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

• 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 am trying to cancel my account and I keep getting the run around. I've tried calling ADT and I got hung up on after 30 minutes of holding. I tried the online option and they offer no help other than calling. I simply want my account closed

  

  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 account is cancelled. 

• Initial Complaint

  Date:07/14/2023

  Type:Billing 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 contacted adt after I received a bill for canceling. My mother opened the account but was not the home owner. I agreed to settle a part of the bill in the amount of ****** and when my credit card was bill the amount was ******. I said as long as the remaining balance was canceled I would allow the charge to go through. Now I received a letter from a debt collector for the amount that was suppose to be credited. I called adt and was told that I owe the balance. I then told the representative about the 2 other agents i spoke with and he said nothing was in the system. I asked for a supervisor but was told they had to put in a request for callback. I then called the collection agency who said that I needed the statement in writing. So, adt has tricked me into paying part of a balance and sending me to collections. Not to mention that they don't have a signed contract from me. I want the balance of ****** credited to the account and the balance at zero.

  

  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 waived the remaining balance & retracted from outside collections.

  Customer Answer

  Date: 08/15/2023

   
  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:07/14/2023

  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, and specifically sales rep ***************************** used deceptive sales tactics to sell me products that I ***** ask for. - specifically a wireless keypad/tablet that can be removed from the wall and carried around the house (this product also has a rechargeable battery, and needs to be removed from the wall and plugged into an outlet to charge). The product in question doesnt function with the way I want to set up my system, and I wasnt aware that this wireless keypad existed, and the sales rep ***** inform me of this product, or even discuss it with me at all. When I contacted ADT to upgrade my security system, I specifically told the sales rep that I wanted to replace two old, hardwired keypads with two newer touchscreen keypads - and instead he sold me one keypad, and this tablet thing. It wasnt until they installed it that I realized his deception, and *** spent over 3 hours today trying to get ADT to fix it, only to be shuffled from place to place without any resolution. Now a local manager thinks he can fix it, maybe in 4-5 days, but warned me that it would be more expensive to do what I want. So not only did ADT deceive me to sell me a product I ***** want, now its going to cost me additional money to fix it

  

  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.

• Initial Complaint

  Date:07/14/2023

  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 salesmen came to my house and begin their sales pitch. We were sold a deal that was supposed to be $35 a month with no contract or obligation other than the month to month. We accepted that deal and got a system installed. We paid the installation cost and began our service. When the first bill arrived it was $65. I called and was told that was the deal we signed up for and that is was for 3 YEARS! ADT acknowledged the wrong doing and deception of the salesman and apologized but ultimately told us unfortunately, that the contract you signed. My hopes in filing this is that we can help protect consumers by holding these companies accountable.

  

  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 does not have month-to-month agreements. We have reviewed the agreement & it is ADT's standard 36 month contract. The terms are valid & contract termination charges will apply upon cancellation. 

• 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.

  On October 20,2022 I called to cancel my adt subscription as I was moving and did not require security services at my new residence. I was told that 30 days notice was required and that ny cancellation would be effective 11/19/22. Instead the company continued to charge my credit card.I called on 7/10/23 and spoke to two reps one who claimed he was canceling the direct debit -- this took **************************************** with a call confirmation number. Then he said I had to speak to someone else to actually confirm the cancellation. Call confirmation number provided for the direct debit cancellation: ******** The second individual confirmed that I had called on 10/20/22 to cancel. He insisted I had to listen to all my new service "options" before he could update the cancellation and that I had to choose something from each option or he couldn't move on and this whole process took an hour. Every time I said I wasn't interested. With the last option, he sent me an email "confirming" my order and asking me to pay something so we could get this over. Then he asked me if I live alone. I didn't click the confirmation link or pay any money. I continued to insist that I wanted to cancel and I wanted confirmation number for his part of the call. He said his name is ******. Confirmation number ********* The next day 7/11 adt auto debited my card again. I found the whole process degrading and abusive. This company is at fault and they tried to trick me into ordering a new service. Two company reps -- on 10/20/22 and 7/10/23 confirmed that my contract requires 30 days notice and that I gave that notice on 10/20/22.

  

  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 backdated the customer's cancellation & processed a refund. 

  
  

• Initial Complaint

  Date:07/14/2023

  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.

  Entered by BBB staff LO Consumer states next month will be 3 years he has been in a contract with the business. Recently he has been having problems with the system. The cameras that were installed were old cameras, ADT had subcontractors install them. The camera on the garage is only set up for 25 feet. The consumer asked the business why they are paying for cameras that do not work, only 2 of the cameras work. They sent someone out to check the cameras and they charged a $59.77 service charge but nothing was fixed, they just looked at the cameras. He was then told he would have to pay $137.00 for them to install new cameras.

  

  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.

  Upon review of the account, the customer's system was installed in 2021 by Affordable Home Security. The customer first requested service for the cameras on 07/2023. 

  ADT has credited the service call assessment fee. We provided the customer with relocating options or purchase options. Both were declined. 

• Initial Complaint

  Date:07/14/2023

  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 called on May 10th to have my services transferred. I have no idea what the guy did. A new system was sent to my new address. It was not the system I wanted. I had that sent back and a new service installed at my new address. I have called many many many MANY times to have the services at my old address canceled. I was told by several different agents that I will not be charged for the equipment at the old address if I leave it there. So I left it. Turns out, ADT is charging me for it. I spoke with a manager who said he will listen to the calls and get back with me. He called me back stating that he did not hear the agent say that. Which is a lie. I know what I was told. So, I reached out to my realtor to contact the homeowner for the equipment. He had his own ADT equipment installed. I was given some of my equipment back. I am assuming, they kept the remaining. The ADT agent cut the wires on my equipment. I called today because I am being overcharged for services. I was hung up on multiple times after being on hold for more than an hour each time!

  

  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.

  Since the customer financed equipment, that amount is not eligible for waiver. The equipment costs for their Olivia ******** have been transferred over to the new home. 

• 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 call ADT about installing security services for my apartment. I told them I had only one door to my home. They send equipment I cannot use. Now! Ive called all the numbers I can find online. They keep transferring me to different departments or basically hang up on me or the call drops. Now! All I need is to return the equipment to them and have them stop charging my bank account for ******************** I am not receiving. I told them Im Willing to pay for return All i need is an address. I am currently out of options. I just need to know how I can return equipment I cannot use

  

  Business Response

  Date: 08/17/2023

  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 attempted to call this customer,  but were unfortunately unable to reach them. We have sent an e-mail advising the customer of our attempts to reach them & have provided our contact information as well.

  Customer Answer

  Date: 08/17/2023

  I got a message from ADT. Tried calling but still cannot get anyone on phone 

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20275265

  
  I got a message from ADT. Tried calling but still cannot get anyone on phone
  
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 08/18/2023

  Good morning.    I dont know what more to do at this point.   Ive been trying to call and they keep putting me on hold.  Eventually the call drops without me speaking to anyone.     I just need to return the equipment that was sent to me.   I need a return label/address.    Ive been trying to speak with someone from ADT.   

  

  Business Response

  Date: 09/22/2023

  We attempted to call this customer, but the phone numbers provided & tied to the account were populating as Bad Numbers.Due to this, we were unable to leave a voicemail. We have sent an e-mail advising of our attempts to reach out & have provided our contact information as well.
  
  In the event this customer would like to discontinue ********************, they would be responsible for their balance of contract as they are outside of the 30 day trial. We can offer to apply up to 2 monthly credits & offer to schedule *************** Assistance to assist the customer in setting up her system.

  Customer Answer

  Date: 09/22/2023

  I have tried on several occasions to reach out and I was told its too late to return equipment.   Even though I tried on several occasions to reach them.   When I finally spoke to some one who was very rude on the phone.  I was told I will have to pay for equipment even though I cant use it then was told they dont care what I do with it after I be could throw it out for all they care.   I did everything I was supposed to do they didnt respond when I actually could return equipment.    Now all they have to say it too late.    

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 20275265
  
  I have tried on several occasions to reach out and I was told its too late to return equipment.   Even though I tried on several occasions to reach them.   When I finally spoke to some one who was very rude on the phone.  I was told I will have to pay for equipment even though I cant use it then was told they dont care what I do with it after I be could throw it out for all they care.   I did everything I was supposed to do they didnt respond when I actually could return equipment.    Now all they have to say it too late.  
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 11/06/2023

  We attempted to call this customer  but were unfortunately unable to reach them. We have sent an e-mail advising the customer of our attempts to reach them & have provided our contact information as well.