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, Inc.

  5511 Ekwill St Goleta, CA 93111-2361

  
• 

  ADT Security Services

  1809 Olde Homestead Ln Ste 103 Lancaster, PA 17601-5957

  
• 

  ADT Security Services

  47-40 21st Street Long Island City, NY 11101-5448

  
• 

  Red Hawk Fire & Security

  2611 S Roosevelt St Ste 101 Tempe, AZ 85282-2051

  

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:07/13/2023

  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.

  As of 07/13, our camera installation is still incomplete and we havent heard from adt with a manager who can resolve our installation. Our $2500 install for 5 cameras and new security system at scheduled for 06/21. *******, camera install tech, left the install job on 06/21 without completing. Our cameras were not programed and our csvr was not connected to the internet. Our sales rep ************************* will not give us his managers number to escalate our installation not being complete. The outstanding part of the job is running a cat 5 cable from our internet to the managers office to display a monitor and the csvr. We need to speak to an adt general manager as soon as possible or we need to have this equipment uninstalled so we can receive a refund.

  

  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.

  The owner was not available when we returned on 07/21. We have waived the work order charge.

• Initial Complaint

  Date:07/13/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I got the ADT service (December 2018) the salesperson didn't tell me that the contract was for three years, I lived in that property for two years and when I sold it I called ADT to cancel the service and that's when I found out that I still had one more year to go. I moved into a friend's apartment while I was looking for a new place and had to move ADT service to my friend's house for the year left.ADT suggested to leave the old equipment in the property I sold, I did that, and ADT install at my friends apartment only a sensor for the main entrance because I wanted the minimum ADT service for the year left. I Wrote down in my calendar the date to call ADT to cancel the service when the three years of that contract passed.When the three-year date arrived, I called ADT (March 2022) again to cancel the service, and they told me that when I moved the service to my friend's apartment, the contract was renewed for another three years and that is false because I was very clear with ADT that I did not want more business with them and I was not interested in renewing any contract with ADT. The person who assisted me that time doesnt work with ADT any more, I dont live at my friend's apartment anymore, I am paying for a service that I dont use and there is still a year and a half left before that contract that I supposedly signed is fulfilled, and it is not even my signature there. I am fed up and my economic situation is not the best, I have begged them to help me but the customer service is very bad and they do not speak English well, very difficult to communicate with them. I sent a complaint letter with the contract which signature is not mine, I didn't got an answer so I called a month ago, but they close the case. It is impossible that there is no solution with this, and that this company keeps scamming people.

  

  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's contracts are non-transferable & therefore new agreements are required for relocations. As a gesture of goodwill, we have cancelled the account & waived the contract termination charges.

  The customer is still responsible for the balance of equipment. 

  Customer Answer

  Date: 08/21/2023

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

• Initial Complaint

  Date:07/13/2023

  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.

  Adt overcharged me $463.00. They refuse to reimburse the overpayment. This is case number ********. I have Been calling for four months. They put me on hold for hours and hours and then disconnect the call. They changed my rate to $19.99/month for 10 months which shouldve been $209 but instead they discounted me $209 and charge me $672. Every customer service representative that I talk to understands the math but they dont know how to reimburse me the overpayment of $463 and they just keep putting me back into the phone loop for hours and hours and refusing to reimburse me for the overpayment. Its a complete scandal and Im furious.

  

  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 ******************** were switched to annual billing. This has since been corrected & a refund has been processed. 

  Customer Answer

  Date: 08/23/2023

   
  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. Even though it took nearly 5 months of persistent several hour long phone calls for ADT to issue a simple reimbursement. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/13/2023

  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 installed an alarm it never worked correctly. They send out a tech and he replaced batteries charge me $300. Then twi weeks later battery problems again. I refuse to pay for a syatem that has never worked or a sercice that they never provided. They are calling me for payment for something that they never provided.

  

  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.

  Per the customer's contract, battery service calls are not covered under the maintenance agreement. On 05/23/2022, the customer had a battery replacement service call & was charged $180.62. However, the customer was credited on 05/24/2022 & refunded the $180.62 on 05/26/2022, as a gesture of goodwill. The customer never requested another service call after the one & only May 2022 appointment. The account was eventually cancelled due to non-payment, with the account assessing contract termination charges. The balance is valid. 

  Customer Answer

  Date: 10/23/2023

  This is not a battery issue , this is about equipment not working and our salesman was notifified multiple times plus the representatives that called. I will escalate to attorneys

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20317766
  
  This is not a battery issue , this is about equipment not working and our salesman was notifified multiple times plus the representatives that called. I will escalate to attorneys
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/28/2023

  ADT stands by its decision & considers this case closed.

  The customer has no other service appointment on the account. 

• Initial Complaint

  Date:07/13/2023

  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 entered into a contract with ADT with the understanding that it was only going to be a few months while the property was listed to be sold. I was explicit about my need for only a few months. I am not being told I have to pay for 5 years of payments.

  

  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 does not offer short-term contracts. Our  contracts range from ***** months (depending on state/if customer is financing); with our standard contract being 36 months. 

  ****************** financed her equipment over the span of 60 months. She has been billed out the final equipment balance & contract termination charges.

  The contract termination charges are valid & are only eligible for waiver if the customer relocates their service with ********************** or if the new homeowner acquires the service. 

   

• Initial Complaint

  Date:07/13/2023

  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 bought a security system for my home and business which are side by side. They wanted me to buy two systems but I said no. They used one system and it has never worked properly. I have called them multiple times. The battery is dead, they sent me a new one and told me they wouldn't charge me; then they billed me for it. The system won't hook up to the wi-fi as they said it would. I have had virtual meetings with technicians and no one can fix it to make it work. It beeps all the time. They said they would charge me $135 an hour to have a technician physically come to the house. I called to cancel the whole system, they said they would charge me $1000 to cancel.

  

  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 replaced the keyfob at the location & updated the customer to dual-path; connected to wifi & updated the firmware. 

• Initial Complaint

  Date:07/13/2023

  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.

  Hello,I was contacted by a third-party authorized dealer that was contracted through ADT alarm services back in October of 2021. The representative advised me of the available services, the monthly fee and stated, I could cancel at anytime. I agreed to get the services installed. However, it was brought to my attention at a later time by an ADT representative that I was placed into a three-year contract which was without my knowledge or authorization. I was advised to contact the third- party authorized dealer if I wanted out of the contract. I attempted to contact the third- party dealer to find out that their company is no longer in service as I called the phone number provided by ADT and drove to the address to find a vacant building. I contacted ADT after I was unable to reach the third-party dealer and the services were cancelled. I received a notice in the mail that ADT is attempting to charge me over $700 for a cancellation fee. I contacted ADT to get clarification and to dispute the fee. ADT stated they have a signed contract and provided me a copy of contract for my review which I contest was fraudulently signed and is not my signature. As such, I was advised to complete the fraud packet paperwork provided by ADT on June 23, 2023. On June 26th, 2023, I faxed the completed fraud packet which included a notarized affidavit, a copy of my driver's license, copy of the ********************** contract, a copy of one of my credit cards that shows my signature along with a paper with my signature written ten times per ADT's request. I called ADT to confirm the fax was received and was advised that it was. I was also told that the documentation was looked at by the legal department who would contact me via email with an update. I never received an email or any update. Therefore, I contacted ADT on July 3rd. I was advised that my case was still under review. On July 12, 2023, I contacted ADT's account management department who stated that there were notes on my account stating my documentation was not received and advised me to email the documents. On July 13, 2023, I contacted ADT's account management department, requesting clarification as the fraud packet clearly states to either fax or mail the documents to their physical address and no email address was listed. The representative advised me that they can send another fraud packet which was not needed as I have all copies of the previous packet. She told me to hold for the proper department and transferred me to technical support. I am starting to become uncomfortable with ADT as they are trying to hold me accountable for a contract that was not authorized by me and had me fax in my personal information which was successfully sent to their fax number per my fax confirmation page. I am a victim of fraud and am requesting ADT to adverse the cancellation fee of the contract.Thank you.

  

  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 balance & retracted from outside collections. 

  Customer Answer

  Date: 08/17/2023

   
  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:07/13/2023

  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.

  This complaint is coming from *********************** account number with ********************************************* is *********** the unit has not worked for over 10 months with numerous calls made to ADT customer service on this matter no resolution has been made to replace the unit or fix the problem now they're saying since we have sold the house of transferring this to my new place there is no way possible that I can get this done now they're saying that I owe them $970.55 for the completion of the three-year contract that I had with ADT over this non-working equipment to keep my family safe but yet every month they took that amount out of my account and I have stopped it resolution on this problem I'm just asking for the bill to go away and ADT thank you very much ***********************

  

  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.

  The contract termination charges incurred are valid. The customer only called for one (1) service call over the span of the account. That virtual service call was cancelled, when the customer requested an in-home technician & advised they would call back in to schedule. The customer did not schedule that appointment & the next call to ADT was to cancel; due to relocation. 

   

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20317129
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/13/2023

  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 signed up for service that had NO contract. ADT sent me broken equipment and an app that never worked. I have called more than 10 times to cancel and everytime I call I am hung up on or transferred. I've had to dispute all charges, I've offered to return the equipment, in which I was told they did NOT want the equipment back and now I am receiving at least 5 calls per day to bring my account up to date as far as payment goes. This started in October of 2022 and is still going on. The reason for my complaint today is I finally answered and spoke to the rudest person who informed me she is sending my account to collections even though she stated I am not in a contract and after I told her I've tried to cancel and I'm always hung up or transferred a million times she hung up on me. I am sick of being threatened by this company, especially since I've NEVER had working service with them. I feel completely harassed and I've had enough!!! I want them to take their equipment back and leave me alone or cancel and leave me alone. Either way I am ready to have my sister, whc is an attorney, get involved and it's won't end in their favor!

  

  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 account has been cancelled. 

• Initial Complaint

  Date:07/13/2023

  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.

  Rate increase, asked five months ago to cancel or suspend services and still being billed. **** threatened to contact credit bureau. On hold for hours, calls not returned as promised, complete disregard to customer service. I have spent over 11 hours trying to resolve this issue, just to be told they can excuse half of ****** bill and give me a special rate for next two months...to continue a service that DOES NOT WORK! Considering joining one of several class action lawsuits onging at this time!

  

  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.

  No refund will be provided, as the customer did not afford ********************** the opportunity to resolve any alleged service issues. 

  As a gesture of goodwill, we have cleared the balance.