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.

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

  
• 

  ADT Security Services

  18 Clinton Drive Hollis, NH 03049

  
• 

  ADT Security Services

  1400 Montlimar Dr STE B Mobile, AL 36609-6513

  
• 

  ADT Security Services

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

  

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:07/10/2023

  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.

  07/27/2022 ADT issued a check for a refund of $312.55. I have recently been calling them to issue the refund. Each time they would give an excuse on why it has not arrived. I believe they are giving me the run-a-round. Would like to receive the check. Tired of the games.

  

  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 customer did not cash the check originally sent. We have sent a document so the customer can request a re-issue. 

  Customer Answer

  Date: 08/14/2023

  Where is the paperwork for the reissued check?  I don't see it. 

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20301033
  
  Where is the paperwork for the reissued check?  I don't see it.
  
  
  Sincerely,
  
  ******************************

  Customer Answer

  Date: 08/24/2023

  Hi.  I still have not received the papers.  It is the same run around that I have been receiving.  By the way, can they send you the papers and you forward it to me?
  

  Customer Answer

  Date: 08/28/2023

  They said that they emailed me the form, but I did not receive it.  This has been going on for many months.  Same stalling and games playing.  How difficult is it to email the form?  They do not want to return my refund!

  Customer Answer

  Date: 09/05/2023

  I still have received nothing from them. 

  

  Business Response

  Date: 09/07/2023

  We have attached the form that should have been sent to the customer by their account representative. 

   

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20301033
  
  -----See Attached completed form for re-issuance of check-----
  

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

  

  Business Response

  Date: 09/11/2023

  It will be forwarded to the e-mail address that the form indicates:

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

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20301033
  
  I am rejecting this response because:

   

  This is the reply from the business: 

  From the Business on Monday, September 11, 2023
  

  "It will be forwarded to the e-mail address that the form indicates:
  *******************************************"   Is it a valid email address, or are they continuing to stall?
  
  Sincerely,
  
  ******************************

  Customer Answer

  Date: 09/12/2023

  But I still don't have the money!  That is the only response that I want to receive!  Not that they are sending it to another address.  That doesn't solve my reason for contacting you in the first place.  They been giving me this type of excuses for many months.  Now you feel like that response solves the problem?  Where is my $300.00???

• Initial Complaint

  Date:07/10/2023

  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.

  In the month of April I contacted ADT to inform the company I could not afford to keep ADT services. However, when I received a call from ADT in May regarding the account, I found out when I requested the account be closed in April it was not, and was told because I did not speak to the correct Department. Upon speaking to this representative I was told my account could not be closed in May it would have to be ***** Now, this is 2 months of charges billed to me when I told the company in April I could no longer afford the payments.

  

  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; as a gesture of goodwill. 

• Initial Complaint

  Date:07/10/2023

  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.

  At about 2:45 am on June 16, 2023, our household was awoken by numerous calls placed to our family by ADT to inform of us of an incident their system had detected. Confused by this, we informed them that our alarm system was completely silent and there was no incident to report of. Further, our surveillance system detected no movement that would would trigger the alarm. As a result of ADTs error and faulty equipment, the local police department charged us $329.00 for a false alarm. In addition, our system is not working properly as there is an issue with one of the sections (the same one where the June 15 incident occurred). We contacted ADT and requested a technician review our system in order to rectify the issue and avoid another situation like the one that occurred in the early hours of June 15. Previously, we upgraded our plan based upon ADT representation that increasing our monthly payments would mean that there would be no additional service charges when a technician is dispatched to repair faulty equipment. However, we were told by ADT that a fee would be associated with this service request this adding further insult to injury. It is clear that ADT intentionally misrepresents their customers and has done so to us on numerous occasions. Their representatives have made statements and promises to us on numerous calls to induce our business but then change their story when it comes to payment. They are refusing to honor their commitment to provide technical services without assessing additional fees or cover the cost of the fine for the false alarm assessed by the police department. Further, they are operating their system on our premises without a permit in violation of local municipal code (which we have been cited for as a result). We request they pay for the $329 fine our family has received as a result of their error, repair the system glitch without assessing additional fees pursuant to our agreement, and apply for the permit required by law

  

  Business Response

  Date: 08/13/2023

  For us to completely investigate your request for false alarm charge reimbursement,please provide us with the following information:
  
   A copy of false alarm bill(s) you have received from the ***************** that reflects the date(s) of the alarm(s) and the charge(s) associated.
  Please note that door tags left by the Police or *************** cannot be used in lieu of a bill.
  
  Please pay all fines before submitting reimbursement request to avoid late fees, penalties, or a revocation of your alarm permit.
  Please provide proof of payment for the fine you are seeking reimbursement.
  If fine was paid with check please provide us with front and back copy of the cashed check.
  
  3.  A brief description of why you feel ADT is responsible for the false alarm fine(s).
  
  In order to research your claim, we must receive all pertinent documentation within 60 days of receipt of this letter.  Documentation received after the 60-day deadline may result in a denial of your claim without ADTs research.
  
  While ADT will consider reimbursement for individual false alarm fines under certain circumstances, please note that ADTs contracts preclude or limit responsibility for false alarm charges.  Please also note that you are required to test your alarm system once a month to detect any possible malfunctions with your security system.  Accomplishing this task will help identify early on any issues you may be having with your system.  To test your system, please call ************** and let our associate know that youd like to test the alarm system.
  
  If you have additional information, please let us know as soon as possible by doing one of the following:
  Please include your account number listed above
  
  By email to *********************************************
  OR Fax to **************
  OR Mail your information to ADT Security Services, FAR Processing ************
               ******************************;
               Aurora, ** 80014
  

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20300585
  
  I am rejecting this response because: they just gave me the same canned response they gave me when I contacted them directly. They have all of the information they are seeking. Ive already given them a copy of the invoice from the police department and my statement regarding this matter. I have not received a response from them after Ive already provided them with the information they request multiple times. Im not going to do their job for them any longer. Ive been in contacted with my attorney and am considering taking legal action. I will not let ADTs gross incompetence detrimentally affect my family and our interest. 

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

• Initial Complaint

  Date:07/10/2023

  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.

  One of our tenants, Family Loan, had ADT install a security system and ADT also changed the Heat and Air thermostat that can be controlled from Family loan central office. The tenant called and said the air conditioning was not working. I called the company that does our servicing assuming it was the heat pump (package unit) in the roof. I met the service tech there and after checking the unit on the roof he said both the heat and air was coming on at the same time. He pulled the front off the thermostat and moved one of the wires to a different location and the air conditioning started working as it should and has continued to work normally. It is obvious that whoever installed the ADT thermostat made a mistake in wiring the the unit they installed.The service charge was $97.50 from Complete Services in ************, Which ADT refuses to pay. I feel like it was their mistake and they should take care of the bill. The guy I spoke with. is *************, **********. The address of the unit in question is ******************************************************ADT can Make their check to ************ Plaza, ********************************************************************* I will send to ADT a copy of the statement From Complete Services which states the problem they found when they checked the unit on the roof if they desire.

  

  Business Response

  Date: 07/31/2023

  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
  1501 Yamato Road
  **********, ** 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:07/10/2023

  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 have been automatically billed by ADT for a service that I have not received! We have had NO SERVICE with ADT since our home had extensive water and wind damage reported on/around June 4, 2021. There is currently NO SERVICE TODAY in the home as I write this complaint (July 10, 2023). Yet we are still being billed. This damage can be documented by our insurance agency. I called ADT for several months with no response, call lines dropped, and transferred to be only dropped again. I received a call back from an automated line and when I selected the appropriate response to finally talk to someone the system dropped me. I have spent days and hours on hold to try and cancel my service. I finally reached out multiple times to the Chief Executives of the company, only to have to send multiple emails. The Better Business Bureau (BBB) is replete with similar customer complaints about not being able to contact ADT and for customers being billed by ADT for services they have not received. I am requesting a refund from being automatically billed for a service that I have not received. Thank you for your help with this matter.

  

  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 **************** has already reviewed & attempted to address **************** complaint. We have pulled the phone call recordings (incoming/outgoing) from the customer's phone number between the dates of June 2020 - December 2022 & found no evidence of the customer contacting ********************** to advise that the account needs to be closed. We also show monthly communication tests coming from the alarm system on a monthly basis until the account was cancelled. 

• Initial Complaint

  Date:07/10/2023

  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.

  June 27, 2023 we contacted ADT to move svc from our old address to the new one. The acct coordinator ***** assisted us. We wanted 2 wall units and sensors on doors/windows. An installer came out 2 days later to do the installation. She placed one of the units on a wall where there wasnt one and placed a unit in the master bedroom but didnt mount it to the wall. Unbeknownst to us, the one in the master bedroom turned out to be a portable unit. We had no clue until we reached out to her to tell her that she didnt mount it and asked why it was plugged into the wall. She told us that it was portable. I called the acct coordinator to find out why we had a portable unit vs a wall mount. He sounded astounded when he was fully aware that he had written the order for a portable unit but acted as if he didnt have a clue. He emailed me to say that we would have to pay for installation and labor. We paid that when the first installer came out so why are we paying again? I told him that we wanted what we asked for and bring a wall unit out. He said he was going to talk with his installation manager. Have not heard from him. I called Corporate **** Relations and spoke with ******. He told me basically we are stuck with what we received. The order does not say portable it says wireless. He proceeds to tell ne that the wireless unit is a portable unit. He then tells me that the best thing he can do is discount the installation so we can have it mounted on the wall. I told him we dont want it mounted on the wall, we want the wall unit we asked for. It is not our fault that the acct coordinator wrote the order wrong. I told him to create an order to come pick up the equipment since they are trying to push us to take what we didnt want. And he tells me that if we cancelled out we would have to pay the remaining terms on the contract. Our contract does not have an expiration date on it either so we should be able to cancel or get the right equipment. Acct *********.

  

  Business Response

  Date: 08/10/2023

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

  ADT installed the wall mount on 07/12.

  Customer Answer

  Date: 08/28/2023

  They did install the panel on 7/12 and stole jewelry out of my home that same day.  I have filed a police report to help me recover my items.  Shame on a home security company who hires crooks.  Either provide me with my stolen property or the installer goes to jail and ADT gets sued.

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20299065
  
  They did install the panel on 7/12 and stole jewelry out of my home that same day.  I have filed a police report to help me recover my items.  Shame on a home security company who hires crooks.  Either provide me with my stolen property or the installer goes to jail and ADT gets sued.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/26/2023

  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
  1501 Yamato Road
  **********, ** 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:07/10/2023

  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 called ADT multiple times to discontinue service and after speaking with an initial service representatives they have tried to transfer me to an account management team where I have waited on hold for an hour over an hour multiple times and no one picks up. This clearly is a tactic to try to ensure customers are not able to cancel their service.

  

  Business Response

  Date: 08/10/2023

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

  ADT has confirmed that the account is closed. 

• Initial Complaint

  Date:07/10/2023

  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.

  I had contract with blue by adt, whatever for years my one camera has not worked as their gray camera is non functional at all, my second camera stopped working 8 months ago, so i have no equipment for over 8 months, whatever I have been paying ADT for services I didn't have , after I spent hours on the phone telling them my issue then they will transfer to someone else who had no idea what happened on previous call. My contract ended in May ***** since they couldn't offered me camera replacement I paid for I told them I do not wish to stay for services month to month for 19.99$ monitoring and cancel all their services. Despite that I was charged without my consent full price plus equipment for which I dont have and neither I want , i reported this to my bank as its fraudulent . MY CONTRACT ENDED AND I DO NOT WISH ANY SERVICES FROM YOU SO STOP EMAILING ME ASKING ME TO UPDATE MY PAYMENT INFORMATION MY CONTRACT ENDED AND I PAID FOR SERVICES AND EQUIPMENT I DIDNT HAVE FOR OVER * MONTHS . I expect this to be closed , I will never get another ADT either recommend to anyone.

  

  Business Response

  Date: 08/27/2023

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

  We have confirmed the blue account is closed. 

• Initial Complaint

  Date:07/10/2023

  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 removed my existing wired door bell and installed the battery door bell when they installed the security system in my house. They didn't install the door bell transformer as well. I tried to contact ADT many times, they kept transferring me to different person but never gave me a solution. It doesn't make sense that they removed the wired door bell and installed the battery one, I have to take it out and charge it every few weeks. As they didn't install the door bell transformer, I can't hear the ring bell sound inside the house. It causes a lot of inconveniences in my daily life!

  

  Business Response

  Date: 08/10/2023

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

  We scheduled a free add-on to have a wired ****** Nest doorbell installed. However, when the technician went out, he found that the customer does not have enough power and needs an electrician to add more power. 

• Initial Complaint

  Date:07/10/2023

  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.

  In early February 2023, I started a contract with ADT services with the understanding that I would include a free electronic door lock and $100 **** gift card. We have reached out to the salesperson (*****************************) on multiple occasions with no success. In addition, we have reached out to his boss, ***************************, with no response. We had multiple options for our service providers and chose ADT because of their "stellar reputation" but are now in doubt of their abilities to keep their word.

  

  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 contract, there is no door lock listed. The **** card is fulfilled by a 3rd party & the customer would have received an email with the redemption information. As a gesture of goodwill, we have applied a $100 credit.