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

  
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  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: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.

  On March 30, 2023 I cancelled service, which they admitted was on a phone line that had been disconnected since 2016. They said they would give me 3 months credit for the thousands I paid over the years. They failed to put in the order to cancel service and gave me 2 months refund. I get daily calls from their collections now, they are still billing me. April, May and June! And I have not received my other 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.

  ADT has waived the balance. 

• 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.

  First off we were lied to about the camera system. I called and tried to cancel within a month after we were told we couldnt get cameras but was paying the monthly fee regardless. They said I couldnt cancel but someone would reach out to me. They never did. I took it as we got screwed and just paid the monthly fee anyway.Here we are with a sensor that goes off constantly and wakes up our small children. Im 37 weeks pregnant and high risk. They want me to trouble shoot before sending someone out. I dont have that luxury as Im physically not able. Im requesting to cancel services as I feel discriminated against for ADA ***********

  

  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.

  Upon review of the account, the customer's internet was not fast enough to support cameras. 

  As a gesture of goodwill, we have waived the remaining balance. 

• Initial Complaint

  Date:07/13/2023

  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.

  I called ADT in April to cancel my service and explained that I was moving to a retirement community and no longer needed a security system. I gave the date of my move and thought the matter was taken care of. After I moved, I received an email saying that the signal was working properly in my system. I called and stated that I had cancelled. I was told that they had a record of my call but not of the cancellation. I received a confirmation number and was told that it took 30 days to process. That was in May. On June 3rd I had to call again because the alarm was going off in the home while prospective buyers were there. I was told that the cancellation had not been processed even though I had a confirmation number. I received a second confirmation number and was assured that everything would be backdated. The company proceeded to bill me anyway and the alarm went off again last Saturday. I have been told that I must pay for service through July 3 and that there is no record of backdating anything and that my April call was processed as a relocation rather than a cancellation. As far as the alarm is concerned, I was told that the new owner must call and that they cannot stop the signal which makes no sense because the signal that trips the alarm comes from their company. I am paying the bill under protest because I don't want to harm my credit rating. By the way, I asked to speak to a supervisor and was told that someone could call me back in 48 hours but they would only tell me the same thing. I declined. The person that I spoke with about the bill was located in the *******************, South America.

  

  Business Response

  Date: 08/23/2023

  
  We regret any inconvenience the customer experienced & apologize for their frustrations. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  ADT's requires a 30 Day Notice of Cancellation. However, cancellation of the account billing does not stop the functionality of the alarm system locally. Customers must power down equipment they no longer want to be functional. ADT stops monitoring & billing, but the alarm system still will arm & alarm. 

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20315224
  
  I am rejecting this response because: ADT has not taken any steps to ensure that others do not encounter the same problem.  Their staff did not provide me with accurate information on the many times that I contacted the company.  Also, they did not accurately document my cancellation date.  I called in April to cancel and they failed to do so.  And every time I called to say that the system was still functioning, no one told me that it was my responsibility to power down my system.  They just kept telling me that there was no record of the cancellation.  For me cancellation meant both billing and functionality.  I kept asking them to stop the signal and they kept saying that they could not do so.  But I no longer lived at the house so I could not take any action.  I think they keep the systems functioning so that the new owners will subscribe to their service.  I do not believe that a company that begins a service cannot shut it off.  If that was true, then when I first made the call to cancel my service, the company representative should have told me that only the billing was being cancelled and that I had to power down the system.  And neither did subsequent representatives.  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/26/2023

  ADT is unable to operate the equipment remotely. 

  We sincerely apologize for the frustrations endured. 

• 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.

  When my mom died I switched over the ADT account from her name to mine at which point ADT sent a tech out to do a complimentary walk through, check the system, and upgrade me to 5g. Ever since then, I haven't been able to get service because my area is in a dead zone for the network. I had a tech come out and check the system but he couldn't fix the problem and he couldn't get any network connectivity on his end. He even admitted the system is worthless because I can't get any monitoring due to the lack of network in my area. I tried calling ADT to close out my account get a refund for the months I had no service (April-present) but the rep I spoke with wouldn't close the account or refund my money. She said a rep from the local office would be in touch in 5 business days to take care of it but I did not hear anything back. I called ADT again to close the account and was informed I was under a three year contract and would have to pay 75 percent of the remaining balance, or +/- $850. I am extremely angry about this. Not only was I never told I was signing a contract by anyone at ADT, but I am paying for monitoring services I can't get because of the lack of a network in my area, and the ADT techs tell me there is nothing they can do. This is totally deceptive business behavior to charge customers for a service you totally cannot provide. I just want my account closed and want my three months worth of monitoring fees for the months of April-present refunded to me since I didn't have any network during this time.

  

  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 released the customer under our 6 Month Clause.

• 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.

  Alarm system and monitoring installed Aug of 2022 which the sales rep explained I could cancel anytime after 6 months. In March 2023 I contacted ADT to inform them of my upcoming move to new address, ADT told me to leave equipment at old address and they would install new equipment at new address. When I called to have new install ADT refused to transfer and called it a "Cancel". They threatened me with early termination fees over $1200. I explained I was not cancelling but merely trying to transfer. They said new address would start over another 3 year contract. If I don't agree to this I will be sued for early cancel. I refused to start another 3 years with this evil company and they sent a threatening certified letter. To protect my credit, I reluctantly started the service at my new address. They forced me to keep an account with them, but refused to set up the same equipment including 2 exterior cameras, that was originally installed at first address. They want to charge me $618 for 2 cameras that were in my first contract of which they threatened me with early cancel fees. My goal is to be rid of ADT and the ridiculous charges before hiring an attorney.

  

  Business Response

  Date: 08/22/2023

  We regret any inconvenience the customer experienced & apologize for their frustrations. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  ADT's contracts & equipment are non-transferable. We waived $828 of the customer's installation at the new location & therefore, ****************** did not have to pay for the new equipment.

  If she would like additional equipment, it will be at a cost.

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20315043
  
  I am rejecting this response because: ADT's response doesn't answer the problem of holding ME to a contract but THEY refuse to honor the original transaction. If they don't "transfer" an account for a moving customer, they should disclose that "Original terms, service, and equipment will not be provided, But the customer will continue to be charged for it."
  
  *********************************************

  

  Business Response

  Date: 09/28/2023

  ADT's contracts are non-transferable.

  There is no clause in our contract that states that customers can transfer their agreement. 

  The agreement is for the premise location detailed on the contract & for that location only.

  We do apologize or any misunderstandings regarding our policy. 

  Residential Terms & Conditions can be found on our website, on our Legal page:

  Movers Package Guarantee:
  To qualify for the special Movers Offer, you must be a current or former ADT customer who has had active ********************** contract monitored service for two years (24 months), and your ADT account must be in good standing, or have been in good standing when you left ADT. Offer valid for two (2) years following cancellation of ADT service in your prior home. 36-month monitoring contract required at the then-prevailing monthly monitoring rate (24-month in CA). ADT may substitute a comparable home security system. Local permit fees may be required. Proof of home ownership required. Additional fees required for some services. All relocation credits are only valid toward installation charge of new equipment. Credits may not be applied for any other purpose. Amount of credit is based on length of tenure with ADT; **** months with ADT yields a credit of $100; **** months with ADT yields a credit of $249; 24 months or longer with ADT qualifies you for the special Movers Offer. Maximum allowable discount is $349 on any ADT Traditional monitoring service level and $399 on any ADT ******************* level. 25% discount on valid on installation amounts up to $1,600 (maximum discount not to exceed $400). Total discount not to exceed $749 for Traditional monitoring service level or $799 for an ADT ******************* level. Offer not applicable to system/services purchased from ADT Authorized Dealer(s). *************** Plan (QSP) is ADTs **************** Warranty. 36-month monitoring contract required from $35.99/mo., including QSP. In **********, 24-month monitoring contract required from $35.99/mo., including QSP (24-month total from $863.76). Traditional Service Level requires landline phone. System to remain property of ADT.

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

   

   

• 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.

  I have a commercial account with ********************** (originally Protection 1). I sold my business on June 26th, and the new owners put in a new system. I have tried repeatedly to cancel my account. I was on the phone for 57 minutes the first time to be transferred 3 times and then disconnected. I have called 4 different times with the same result, on hold for 20+ minutes, transferred. on hold again, and then disconnected. I just want to cancel my account, but it seems to be an impossible task.

  

  Business Response

  Date: 09/18/2023

  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 confirmed that the account is cancelled. A final invoice has been provided. 

  Customer Answer

  Date: 09/19/2023

   
  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:07/12/2023

  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 have been a customer for over eight years, and have both my business alarm and home alarm with ADT. When my wifi was changed this time, I have had to call in four times over two days to be on hold. I have five cameras and they need to be connected to my Wi-Fi. We do not have the camera coverage I have paid for right now. I still dont have a time when a technician can come out. They offered self-service which was way too complicated to perform, and the steps are too much for me to do. When I explained this to ADT, they said we can send a technician but do to changes from Covid, they will have to charge me for labor, even though they cannot follow through with the self installation. I am paying for a service I do not even have! Additionally, when I explained to the technician that I am not able to complete the instructions from the virtual technician, she said I would have to speak with an account manager about this and that they would set up a technician to come to my house for this issue. The account manager informed me she cannot set up appointments, so why was I transferred if she was not able to help? She said she could escalate up but it would be 48 hours before someone from the executive team would call! Thats two more days I am paying for services I am not getting. Would someone please call me and set up a time for a technician to come to my home and either help me set up the cameras, or help me find another company to take my two contracts of alarm service to? I am not happy and my home is currently not protected in the way I have contracted ADT for!

  

  Business Response

  Date: 08/23/2023

  We regret any inconvenience the customer experienced & apologize for their frustrations. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  ADT replaced 2 of the outdoor cameras at the location. 

• Initial Complaint

  Date:07/12/2023

  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.

  An ADT or salesmen representative came to my house to offer me this service and I told him that I want 5 cameras and he gave a very expensive price and i said NO , and later i signed a paper for only sensors and the bell front door camera he never told me that it was contract for 5 years later a technician came to put the door sensors and one bell camera in the front door and later i report to local ADT security that I am not happy and I received a call from ** or local ADT call representative very aggressive and told me that you have to pay 5 years contract , . I do not want to continue with them and stop taking the money from my account Please I need your help to break and get out of this fraudulent contract and FORCING me to pay for 5 years , I strongly disagree

  

  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 60 month contract is valid. The customer is financing their equipment over the course of the 60 months & signed the agreement to do so. 

  We are unable to reduce the terms.

  Customer Answer

  Date: 08/21/2023

  I am not happy. They do nothing to help the costumer, they are only interested in collecting and withdrawing from my checking account 2 times per month can also see 2 different amounts, one of $16.78 on the 13th or 14th of the month and the other amount is $83.10 each 12th of each month i this is for the devices that are included only sensors and a camera at the front door no 5 camera only one camera i is $86.10 each month for 5 years .

  the $16.78 is for the service please ADT I do not want to continue with you anymore I have paid every month and I need you to get me out of this contract just keep the payments for many
  PLEASE see the attached 

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

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20314046
  
  

  I am not happy. They do nothing to help the costumer, they are only interested in collecting and withdrawing from my checking account 2 times per month can also see 2 different amounts, one of $16.78 on the 13th or 14th of the month and the other amount is $83.10 each 12th of each month i this is for the devices that are included only sensors and a camera at the front door no 5 camera only one camera i is $86.10 each month for 5 years .

  the $16.78 is for the service please ADT I do not want to continue with you anymore I have paid every month and I need you to get me out of this contract just keep the payments for many

  
  PLEASE see the attached 

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

  
  
  

  Customer Answer

  Date: 08/23/2023

  am not happy. They do nothing to help the costumer, they are only interested in collecting and withdrawing from my checking account 2 times per month can also see 2 different amounts, one of $***** on the 13th or 14th of the month and the other amount is $83.10 each 12th of each month i this is for the devices that are included only sensors and a camera at the front door no 5 camera only one camera i is $86.10 each month for 5 years .
  the $***** is for the service please ADT I do not want to continue with you anymore I have paid every month and I need you to get me out of this contract 

  If you multiply $ 83,10 by 60 months  5 year contract total $ *****  for the devices plus the service of $ ***** please see attached  

  Customer Answer

  Date: 09/13/2023

  More Information...am not happy. They do nothing to help the costumer, they are only interested in collecting and withdrawing from my checking account 2 times per month can also see 2 different amounts, one of $***** on the 13th or 14th of the month and the other amount is $83.10 each 12th of each month i this is for the devices that are included only sensors and a camera at the front door no 5 camera only one camera i is $86.10 each month for 5 years .
  the $***** is for the service please ADT I do not want to continue with you anymore I have paid every month and I need you to get me out of this contract 
  If you multiply $ 83,10 by 60 months  5 year contract total $ *****  for the devices plus the service of $ ***** please see attached  

  Customer Answer

  Date: 09/13/2023

  Information...am not happy. They do nothing to help the costumer, they are only interested in collecting and withdrawing from my checking account 2 times per month can also see 2 different amounts, one of $***** on the 13th or 14th of the month and the other amount is $83.10 each 12th of each month i this is for the devices that are included only sensors and a camera at the front door no 5 camera only one camera i is $86.10 each month for 5 years .
  the $***** is for the service please ADT I do not want to continue with you anymore I have paid every month and I need you to get me out of this contract 
  If you multiply $ 83,10 by 60 months  5 year contract total $ *****  for the devices plus the service of $ ***** please see attached  

  

  Business Response

  Date: 09/14/2023

  Upon review of the account, **************** signed a Retail Installment Contract agreeing to the equipment & pricing. 

  The customer is financing his ********************** equipment (totaling $1006.58) at a monthly fee of $16.78. The customer also has monthly monitoring charges in the amount of $83.10 (after tax & a recent rate increase). The customer did not cancel within his 3 Day Right to Rescind. 

  Customer Answer

  Date: 09/18/2023

  From the Business on Thursday, September 14, 2023
  Upon review of the account, **************** signed a Retail Installment Contract agreeing to the equipment & pricing. 
  The customer is financing his ********************** equipment (totaling $1006.58) at a monthly fee of $16.78. The customer also has monthly monitoring charges in the amount of $83.10 (after tax & a recent rate increase). The customer did not cancel within his 3 Day Right to Rescind. 
  Until this moment they continue to unfairly take my money from my checking account. It is unbelievable. I read that this company forces you and abuses the costumers and they force you to complete 5 years of withdrawing my money from my account. This is a reputable ADT company. ? I don't think they are hungry for money they have no conscience with the costumers

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20314046
  
  I am rejecting this response because: Until this moment they continue to unfairly take my money from my checking account. It is unbelievable. I read that this company forces you and abuses the costumers and they force you to complete 5 years of withdrawing my money from my account. This is a reputable ADT company. ? I don't think they are hungry for money they have no conscience with the costumers
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/12/2023

  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.

  Account Number: ********* On April 7, 2023, ********************** was to install a ****** Thermostat Nest in my home. I took a vacation day to meet the tech at my home. The tech never arrived, and I asked for a refund. I could not use another vacation day. I initially agreed to the Nest and installation, a payment of $310.82 upfront and two additional payments of $211.82. The customer service rep at ********************** credited me the $310.82 three days later, but after 15 calls to ADT, no one will credit me the remaining two payments of $211.82 each. It is now July 12, 2023, and ADT is charging me late fees on the other two payments I do not owe. I want the charges and late payments waived because the Nest was not installed.

  

  Business Response

  Date: 08/22/2023

  We regret any inconvenience the customer experienced & apologize for their frustrations. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  ADT has applied a credit of $423.63 to the account. 

  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.
  
  Sincerely,
  
  **************

• Initial Complaint

  Date:07/12/2023

  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.

  Since November 2022, we have had ongoing issues with ADT. First, it took over a month for them to begin installation. Once installation started, they left in the middle of the service, leaving wires and cables all over the restaurant. They returned about a month later to finish the installation. Once the system was installed, the alarm system consistently malfunctioned. This was the same for both of our businesses; the alarm would go off in the middle of service while guests were in the building. We made multiple attempts to contact ADT to resolve the issue with no success. A series of disconnected phone calls, transfers to the wrong departments, etc. were experienced by multiple managers. Another attempted contact to ADT finally resulted in fixing ONE of the alarm systems. Unrenowned to us as we had not had any security issues, our cameras had stopped working on 2/26/23. The agent that assisted us in fixing one alarm system failed to mention this. We have made multiple attempts to get our cameras working without success. Today, a technician came in with 30 minutes and said it would take 3 hours and several hundred dollars. They said it was because we changed the internet. I had changed the internet on 6/19/23, 4 months AFTER the cameras stopped working. Even though we have paid thousands of dollars for equipment and service, and it is under warranty, they refuse to fix the equipment, provide service, and assist in finding a resolution. We keep getting transferred to the wrong department or disconnected every time we call. Today, I spend 2 hours and 25 minutes on hold only to be transferred to the wrong department. They are milking our bank account and not providing service; when we try to cancel they refuse and transfer us to a different department.

  

  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 made multiple attempts to return to the location to resolve the camera issues. We offered to reschedule the appointment & issue a 2 month credit. The customer declined. 

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20313675
  
  I am rejecting this response because:

  We have made MORE THAN 5 appointments, have been on site for ALL appointments and have had no one show up, even though we have confirmed we would be present and WERE present.  We have also paid employees to be present, wasting our funds as no technician showed up.  Our system has been nonoperational since 2/26/2023, which is MUCH LONGER than 2 months and is not reflected in a 2 month credit.  Our equipment was not properly installed; installation took over a month and ADT left wires and cables all over our restaurant.  No technician returned to finish the installation - our SALES REP finally came out and "finished" the job.  I have been on the hold with ADT for over 10 hours, often getting transferred or disconnected.  There has been no sense of responsibility or REAL interest in customer service or solving the issue.  The lack of concern or care from ADT makes it seem like they are familiar with these kinds of issues and this is nothing new. 
  
  Sincerely,
  
  *****************************************

  

  Business Response

  Date: 09/20/2023

  ADT stands by its decision & considers this case closed. 

  The customer no-showed ********************** twice & one service call could not be completed, due to no internet at the location.