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

  
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  ADT Security Services, Inc.

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

  
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  ADT Security Services

  18 Clinton Drive Hollis, NH 03049

  
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  ADT Security Services

  1400 Montlimar Dr STE B Mobile, AL 36609-6513

  
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  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.

  ADT pulled $874.82 from my bank account on 7/8/23 with no warning or notice that they would be doing so. I spoke with the West ***** manager of ADT, ************, who advised she cannot refund or cancel my contract. This amount needs to be refunded to me in full and my entire contract canceled. This is a contract for a home I do not even own anymore.

  

  Business Response

  Date: 08/21/2023

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

  Upon review of the account, the customer owes a balance for the equipment financed at the ***************** location. The contract termination charges have been waived for that location; however, the balance of the equipment is still owed & due in full (per the customer's agreement). 

   

   

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20298354
  
  I am rejecting this response because: I was told that I could have a discount on the remaining equipment since I signed a new contract and bought new equipment for my new home. Once that discount is applied, I will pay the remaining amount in full. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/26/2023

  ADT does not discount financed equipment. 

  It is financed through a 3rd party company & we do not have the authority to make changes to the balance. 

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20298354
  
  I am rejecting this response because I was told differently. Even just a 20% discount on the remaining total would satisfy me and encourage me to stay as a customer for the long term. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/24/2023

  ADT stands by its decision & considers this case closed.

  We are unable to make adjustments to the equipment balance. 

• 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 adt services for 1 year I started with prepaying all in advance and had told sales agent that i might be moving in an year so suggested me to take a prepaid deal in which I pay for 1year service in and advance and also pay off devices instead of monthly lease.Called adt on July 7 2023 told them Im moving so wont need to continue services representative told me that I will have to pay $122.00 for cancellation and if people moving in home activate services in 2years $122.00 will be waived off.Today I.e., July 10 2023 Im receiving an invoice for $1207.00 called adt right away and they told me that you have to pay for another 2years which I told him clearly that I have i witnesses who where there at the time I started your services and he agreed if I pay in advance and move out there wont be any penalties.All of sudden you are bringing on something that we never agreed to.

  

  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, ********************** does not have a month-to-month or prepay contract. The customer signed our standard contract; which is 36 months. 

  The contract termination charges are valid. 

• 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 was the executor of my sister's estate, she passed in December. She had ADT, and I wanted to protect her things until the house is sold. So I called ADT to let them know she had passed but that we still wanted their protection until we could sell the home. We sold the house in June. The new owners do not want ADT. ADT is billing me $2800 as I did not keep the service for five years. the tech was at the house with me for over an hour, and not once did he say this is a five year contract. Not once did he ask if I was sure I wanted to agree to pay for five years. I should not be obligated to pay this. I couldn't even see the terms, I signed on his phone and all he said was sign right here. They knew when I called them that I was selling the home. I was paying about $60 a month. Not once did they say it was a five year contact! I cannot pay this bill and do not want it to affect my credit.

  

  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.
  Customers are afforded 3 business days to read the contractual agreement in full & exercise their 3 Day Right to Rescind, if they do not agree with the terms. 

  This contract was not rescinded. Therefore, the balance for equipment & contract termination charges are valid. 

  DocuSign has provided documentation that the contract was signed via e-mail address: *************************

• Initial Complaint

  Date:07/10/2023

  Type:Customer Service 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.

  Products NOT working. **************** stinks. employees hanging up on me, lying to me, all my equipment was NOT delivered to me and they are doing nothing to help. I have 15 phone numbers for ADT and they are supposed to be direct numbers to certain depts, and every time I call any number it goes to the wrong people and I can't get any help. I am placed on hold for the next agent to help, ant I am on hold for over an hour and then I get disconnected and have to start all over again, and I NEVER get the right people to talk to.

  

  Business Response

  Date: 08/17/2023

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

  ADT has reviewed the customers account and has offered to send a *********** and 3 door and window sensors free of charge. We have applied a 1-month credit to the account as well. We have contacted the customer and assisted with setup. All concerns have been successfully resolved.

• 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 started my contract with ADT through Safe Haven on 1/26/23. I was visited by a door to door salesman who helped me start everything up. It was all great! HOWEVER, a few months in, my ADT portal would not let me pay my monthly bill. For some reason the autopay will not let me update my payment method and when I try to manually pay my bill I get an error message. Its been about four months since this started happening and I have chatted and called ADT and they are unable to help me. The representatives get the same error message on their end. They tell me to "wait a few days" and try again. So now I "owe them" $178 and I am getting threatening letters in the mail about my contract being terminated and how I will owe them well over $1500 for the contract cancellation. HOW IS THAT FAIR? Their error is what is causing my contract to be forcefully terminated due to a lack of payment. Yet, they wont fix my portal? Its almost like they are cornering me to cancel the contract and owe them that money. I tried to talk to Safe Haven and ADT and they both give me the run around about cancelling my contract with no fees because its their fault this is happening. Aside from all this the back door sensor keeps falling off and triggering the alarm at random times, to avoid this I have turned off the alarm. The customer ******************** is terrible. I simply want out of this nightmare. I want my contract cancelled, I want it done with no "fees" for early cancellation since it is NOT my fault their website/app/representatives are the problem. Please and thank you.

  

  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.

  Upon review of the account, the one-time payments that the customer has made with agents & collections have declined/reversed off the account.

  The customer did advise that she was facing financial hardships as well, in which we applied hardship credits.

  Should the account cancel, the customer will be liable for contract termination charges with Safe Haven.

• Initial Complaint

  Date:07/10/2023

  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.

  My mother passed recently. I have POA over her husband's affairs. He is 84 and suffers from some memory issues. In March, after my mother passed, I discovered an overdue bill of $404 for services they had not used in over a year. I spoke to a representative and paid the bill, which brought the bill up to date. I was transferred to another representative to cancel the account. In May, he was sent another bill for services. I contacted another representative and was assured that the account would be closed, and the additional fees would be waived, since I had already cancelled the account in March. He just received another bill with additional fees. After talking to three different representatives, and explaining what I just typed to each one, the last person I explained it to multiple times, they refuse to close the account or wave the fees and have sent another bill. This is clearly predatory billing practices and potentially a form of elder abuse. The fees after March should be waved, as the account was cancelled. Additionally, my late mother's husband should receive a written apology. I also feel there should be some sort of fine or other consequence for this abhorrent behavior.

  

  Business Response

  Date: 08/14/2023

  We have been in receipt of your Better Business Bureau concern and have been unable to pull up an account with the information provided. 
  May we please have the customer/billing number or telephone number associated with your complaint? Is this complaint against ADT LLC, Protection 1 or Blue by ADT/Lifeshield? 

• 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 attempted to cancel my service within the first three days. I was told that I could not without a penalty. **************** was unable to find my account at first because they have a different address listed on the contract. The incorrect address would make this contract invalid. I requested the contract to be canceled and allow me to return all of the equipment installed. I was denied. So I requested that the address to be updated to the correct location since I had to pay for the service. **************** assured me that the contract had been updated with the correct address and two years later that is still not the case. I called again within the first six months to cancel the service after the cameras stopped working, and I was told I would then have to pay a fee for them to repair or replace the broken cameras. **************** explained I would have to pay off the remainder of the contract. The price given to me at the time that I signed up for this service was much lower than what I actually pay. I was also told that I could cancel at any time, that was not true. I want to end my service, not be charged a early termination fee, and be refunded for the last two years. I dont even live at the property anymore. Its not fair that Im going to get charged for service I cant even use.

  

  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 contract & its terms are valid. 

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20296161
  
  I am rejecting this response because: I called within the first 3 days and again within the first 30 days to cancel service and was told I could not. The contract I provided doesnt even have the correct service address which would make this contract void. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 09/21/2023

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

• Initial Complaint

  Date:07/09/2023

  Type:Product 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.

  On 6/21/23 I ordered (order # *********) 2 new Alarm system key Fobs. I prepaid $96.52 for these Fobs. I received only 1 new Fob. I called for a second Fob on 6/26/23 (order #*********) and received an incorrect Fobon 6/29/23. Since receiving the second incorrect key Fob I have called ADT twice now and have been promised both times that I would receive a return shipping label with which I could return the incorrect key Fob. I was told after I returned the incorrect key Fob, I could call again to get my second (alreadly paid for on 6/21/23) and, hopefully, correct key fob. It is now 7/9/23, and I have yet to receive a return shipping label for the incorrect key Fob. Nor do I have two working key Fobs for which I paid $96.52 for on 6/21/23. I see no reason to call ADT for a third time only to be lied to again for a third time about receiving a return shipping label for the incorreoct alarm key Fob they shipped me. I need a third party to intervene and assist me to get this corrected.

  

  Business Response

  Date: 08/09/2023

  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 sent the correct keyfob & assisted with the installation. 

  Customer Answer

  Date: 08/10/2023

   
  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:07/08/2023

  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.

  In December of 2020, ADT installed the home security system including a doorbell camera, panel, shatter glass break sensors, a door lock and a smoke/fire dectector. I informed the installers that I would be getting new windows installed and maybe they should wait to install those, they said that it would be no big deal - just call and they would come out to reinstall them. I explained that I was going from aluminum frame windows to impact resistent vinyl windows and that the bulky detectors would not fit the same. The guy stated that "no problem - we have these (showed me a much slimmer version) and can easily install these on the new windows at no addtional charge. When I got the windows - although I shouldn't have been surprised - not only was there a charge to reinstall the "old" ones but that each new "slim" one would be ****** per window. I declined. continuing to pay for something that was totally useless to me. I was trying to be patient and wait out the contract - however - in January of 2023, I changed internet service providers which caused my doorbell to stop working. I called tech support - they told me that they needed to send someone out to 'reprogram' the unit. They asked that I call back from a different number so that they could troubleshoot through my phone on the app, which I did. They couldn't get it back online over the phone and wanted to charge a service fee to come out. No. I know that there is a record of the last recording from the doorbell, the same day it went offline, as several reps have told me. In Feb, my panel and smoke detector started beeping - when I called, they stated that the panel needed a new battery at the cost of $75.00 plus a trip charge to have someone change it. I declined again. At this point, even my doorbell - without the camera was inoperable. I am a teacher, and when I asked for a supervisor - I was always told ***** hour return call time. I am unable to answer on the reps ********* which is why I call when I do. In June, after I tried again to fix the lock and doorbell myself by rebooting, etc... I called to cancel. The rep in the cancellation **** offered to have someone come out for FREE to redo all the windows and doors shatter detectors, replace batteries in all devices, and reprogram the doorbell, as well as offered me **** per month for 12 months to keep me as a customer. I said no, I just want it canceled, I'm not paying any more for a service that isn't operating. Had all of these things been an option in Jan and Feb, they would probably still have a customer - however - being transferred around to multiple reps, not getting calls returned and being lied to from the beginning, I want nothing to do with ADT. I called 7/7/23 and requested that they cancellation fee (I just got in the mail) be removed and all reps (5 total) that I was transferred to said that they would do that if they could but it needed a supervisor to do so. Again was told they would call. I received a call at 9:30 am today, said hello for 48 seconds, and there was no one answering then the call disconnected. At this point, I am requesting that either the cancellation fee is waived and the current ***** that was charged 2 days ago be refunded OR the last 6 months of charges Jan-July are refunded due to lack of service and the inability to use anything from ADT that is installed in my house. I have tried over and over to fix these issues over the phone - spending hours of my time trying to work through them and I'm done. I want my money back.

  Customer Answer

  Date: 08/12/2023

  Did adt not respond? Its been over a month. They are sending me bills again. 

  

  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 requires a 30 Day notice for cancellations. The final charge of $64.49 is valid. However, as a gesture of goodwill, ADT has waived the remaining balance. 

  Customer Answer

  Date: 08/14/2023

   
  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.
  
  *******************************************

• Initial Complaint

  Date:07/08/2023

  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.

  My account number: ********* - I've called ********************** 7 times in the past 3 months to cancel my service. I'm unhappy with their service. I was quoted one price for a security alarm system and money was withdrawn from my account that was well above what I had agreed to. I called to try and resolve the problem and recoup some of the money that was taken from me and they kept transferring me to the next associate. I havent received my refund. I called to cancel my service several times and ADT makes it impossible to cancel service with them. They will keep you on hold for an hour to talk to someone not from the cancellation department and then they transfer you to someone else and have to wait another hour to get a hold of somebody. On my last attempt I requested to cancel my service and the associate I spoke to said my account was closed and that I would not be receiving anymore bills. Instead of cancelling my service the associate transferred service from my current address to my old address. I received a bill from ADT on 7 July 2023 in the amount of $63.99 for an ADT system located at my old address. I never authorized them to transfer service to my old address. I wish to cancel and this company makes it impossible for consumers to cancel services. They have the worst customer service and lie about pricing up front. They withdraw money from your account without your authorization. Please if you're reading this, do not do business with ADT. And if you do don't agree to automatic payments with them. This company is horrible. Find an alternative and do not go with ADT Security Services.

  

  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 customer's accounts are cancelled. 

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