Complaints
This profile includes complaints for ADT Security Services's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 10,859 total complaints in the last 3 years.
- 3,646 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/11/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The ADT agent that came to my home to set me up with my current home security system her name is ******************* employee id# ****** told me that since I was transferred my services to my new home in ******* that I was no longer going to have to pay for the security equipment that I had in my home in ******************. Then after she got my ******* contract cancelled and my ******* contract set up ADT billed me for the equipment that they told me to leave in *******. When ******************* told me that was not going to happen.
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.After relocation to a new ADT account, the customer's contract termination charges are waived. However, equipment charges are still valid; as this is a financed charge & not eligible for waiver.
Customer Answer
Date: 08/14/2023
Complaint: 20306013
I am rejecting this response because:
************************************************Initial Complaint
Date:07/11/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We had a burglary at the store and we have H323030373535333630**H installed. The motion detector did not catch them. I called the next day to tell H323030373535333630**H about it. They said they called me but didn&#**;t get through and they did not call the police.I would like the door repaired and the money in my safe back.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.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:07/11/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I made an appointment with ADT to come out and fix my camera at the front of my house that is a part of their equipment. I made the appointment on the phone on approximately June 26, 2023 and was told that someone would come out on June 29, 2023 between 1pm and 5pm and that the person would call me between 30 and 45 minutes of arriving. I went to work on June 29, 2023 and was planning to leave early to get home in time for the appointment, but when I called ADT to check on the status the person told me the time was actually 12pm - 4pm. So I rushed home early, sat until 4:30pm and no one came. I called back only to hear that now my appointment was cancelled and change to July 5th without my knowledge. I called to speak to a manager and was told that they don't know how my appointment got changed and they would call me back to resolve this issue, since I was out of 4 hours of pay for nothing and had to pay the ***** service fee and then be home again to have it fixed. Since then, I have not had a call back and the last reference number I have is *********. I want ADT to respond to my complaint and resolve my issue of paying $***** and losing over $200 of pay to deal with them and now I cannot even get a call back. I am ready to cancel the whole service that my husband and I have with them. Also, the day I came home, they said I was next to be seen, but then they said that the Tech did not come to work that day because he called out sick. SO I could have stayed at work and waited to schedule a new appointment and then take off. Instead they made the change and I had no option but to be home on July 5 to have it resolved. They have been lying to me about my concern being escalated and that someone would be calling me back. I want a resolution to my concerns.Business Response
Date: 09/21/2023
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.As a gesture of goodwill, ADT has waived the service call assessment fee.
Customer Answer
Date: 09/21/2023
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:07/11/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Just rec. the equipment on 7/9/2023. It is different than what I discussed with the salesperson and does not work with my situation.Have been on the phone 6 different times each time over 30 min to cancel the service and get bounced around and finally phone gets disconnected. Need to send the equipment back and cancel the service but can not get through to talk to anybody.Business Response
Date: 09/01/2023
ADT was successful in reaching out to the customer and resolving all concerns. Cancellation of the account was processed on 7/11/23.We have notified the customer of when to expect refunds.Initial Complaint
Date:07/11/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
WE PURCHASED CAMARAS IN LATE APRIL - EARLY MAY. UPON INSTALLATION, THE TECHNICIAN STATED THAT THE CAMARAS PROVIDED WERE NOT THE CORRECT ONES. THE TECHNICIAN ADVISED THAT HE WOULD RETURN TO INSTALL WITH THE CORRECT CAMARAS. WE ARE STILL WAITING FOR THE CAMARAS AND GET NOTHING BUT A RUN AROUND WITH ADT, WE EVEN HAD SOMEONE COME OUT THAT REFERRED US TO "CUSTOMER LOYAKTY" WHERE I WAS PASSED AROUND AND THEN "DISCONNECTED" AFTER BEING ON THE ***** FOR ***** MON W/ 1ST "LOYALTY SPECIALIST AND THEN 34 MIN WITH THE SECOND. AFTER THE CALL WAS "LOST"??? YOU WOULD THINK SOME ONE WOULD CALL BACK, AS I PROVIDED MY IDENTITY. WE DEMAND THAT ADT MAKES THIS RIGHT IMMEDIATLYBusiness 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 explain the breakdown of the customer's installation charges. The **** was not installed & they were not charged for the installation of ****. They were charged for the burglar alarm system; which we confirmed was a valid charge based on phone call recordings.
If the customer no longer wants the burglar alarm system at ******** ****** location, we are more than happy to pull & release from that contract.
Customer Answer
Date: 08/17/2023
Since this complaint, I have made mutable attempts to reach ADT, however have been ignored.
In addition to the release of our contract, we want to be refunded for the alarm pad and the $699.00 to install it, which I am sure was to include the installation of the cameras that were never installed. As explained over and over to countless ADT personnel, the touch pad took 10 minutes to install, therefore obviously was to include the installation of cameras that we never cancelled.
Customer Answer
Date: 08/17/2023
Complaint: 20304971Since this complaint, I have made mutable attempts to reach ADT, however have been ignored.
In addition to the release of our contract, we want to be refunded for the alarm pad and the $699.00 to install it, which I am sure was to include the installation of the cameras that were never installed. As explained over and over to countless ADT personnel, the touch pad took 10 minutes to install, therefore obviously was to include the installation of cameras that we never cancelled.
Sincerely,
****************** ***********************Business Response
Date: 09/15/2023
We have opened a ticket to pull equipment & release from contract.Initial Complaint
Date:07/11/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had adt installed and after they came and installed their equipment. Nothing was working correctly. The alarm kept going off due to improper installation. I called the service center to get a tech to come back out and was put on hold for hours. I then tried the following day and was transferred 3 times. So I decided to cancel within the 24hr ***** They came and got their equipment from my home but keep billing me for a system that I do not have. I had to cancel my debt card to make them stop. I have called them 2 times a week and my account is still not properly closed to not bill me and reimburse me for equipment I paid upfront. I want my money back! When you call the call center they can see all the notes of all the times Ive called but no one seems to be fixing the problem.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 released the customer under the 3 Day Right to Rescind.
Customer Answer
Date: 08/14/2023
Complaint: 20304104
I am rejecting this response because:
I have not received my upfront deposit if 312.69.
Sincerely,
***********************Business Response
Date: 09/20/2023
We regret any inconvenience the customer experienced & apologize for their frustrations.
We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.ADT has dismantled the system, closed the account (with contract termination charges) & processed a refund.
Customer Answer
Date: 09/20/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:07/11/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have been trying to cancel our account for 3 days. we have been unable to get anyone on the phone to cancel our account. We have spent over 3 hours to cancel account and it is still not cancelled.We would like them to cancel our services and stop billing as soon as possible.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; without a balance owed.
Initial Complaint
Date:07/11/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have contacted ADT on multiple occasions to attempt to get my services fixed. Our cameras never work and we have had multiple technicians come to our house unable to fix the issue so we had to cancel the services. ADT is forcing us to pay an $1800 cancellation fee for services they couldnt provide to us. I have called in multiple times to get this taken care of and I have been hung up on, emails ignored, and I have been assured multiple times a supervisor would call me back and has not.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 offered 50% off the contract termination charges. The adjustment was applied on 07/13.
Customer Answer
Date: 08/14/2023
Complaint: 20303478
I am rejecting this response because: I should NOT be charged any amount for services that werent being provided. I tried the beat I could to work with ADT to resolve my issues and ADT wouldnt work with me. I will not pay any amount to cancel.
Sincerely,
*****************************Business Response
Date: 09/18/2023
The customer's complaint has already been addressed by our **************** & we stand by our decision and consider this case closed.
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.
Initial Complaint
Date:07/11/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been having issues with the security service for over a year. Camera, system and monitoring issues. I have complaint. I was told that after I make a payment that an appointment would be set up to have a tech to come out. That did not happen. Instead, ADT has been trying to debit my account without authorization. I make the payments myself. I called and complained. I was told that my card was removed, yet ADT is still attempting to debit my bank account. I requested to cancel the service numerous times, I was placed on hold each time. The holds was longer than expected, where the call would drop. I requested call backs, when ADT call back, there are issues where I am not connected to an agent, instead the call would drop prompting me that it was unable to connect me to an agent. The service is now horrible. The customer service is horrible. There are issues with their systems.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.We have cancelled the customer's account; removing the balance owed.
Initial Complaint
Date:07/11/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received a bill about $500 from ADT and the collection company. This number is incorrect.In November of 2022, I called ADT to cancel my service. ADT customer associate tried to ask me to keep their service. I said NO, i just wanted to cancel my plan. The the associate told me she can give me an offer: 3 months free and after that it will be $19 per month. So I keep their service. When I saw recent bill, I found that this offer was not applied. I want ADT to take a look at out conversation in last November and adjust my bill.Business Response
Date: 08/02/2023
We regret any inconvenience the customer experienced & apologize for their frustrations.
We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.The customer's account was cancelled, due to non-payment, in 05/2023 & has been sent to Outside Collections.
We do show that a temp rate offer was made to the customer in 11/2022, that was not applied to the account. The customer contacted ********************** on 02/03/2023 about the rate not being applied, but did not hold for the ***************************** to review/rectify.
As a gesture of goodwill, we have removed the balance & retracted from outside collections. If the customer would like to continue being an ********************** customer, they must contact sales to reinstate/sign a new agreement.
Customer Answer
Date: 08/02/2023
Complaint: 20303167
I am rejecting this response because: I did not submit the payment because the amount is incorrect. I called ADT a couple of times to change the amount and they agree that the offer was not applied. This is cheating. ADT is trying to trap their customers by offering something but did not apply. I have submitted the payment and need payment adjustment and refund.
Sincerely,
*******************Customer Answer
Date: 08/03/2023
The issue pertains to a call I made to ADT last November, expressing my desire to cancel my service. At that time, ADT offered me a 3-month complimentary service, after which I was told the regular charge would be $19.99 per month. However, upon reviewing my recent bill, I observed that the promised adjustments were not applied, and my ******************* reflects the original charge of approximately $50 per month. In an effort to address the situation and prevent any negative impact on my credit, I immediately contacted ADT on multiple occasions. During these interactions, I was informed that my bill had been forwarded to a collection agency. In an abundance of caution, I made a full payment to the collection agency.
They admitted they gave me the offer but did not apply it at all.
The total amount should be around 60$ (three months free and after that 19.99/month), rather than $390.Business Response
Date: 09/20/2023
ADT has processed a refund for the payment made.
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