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:07/08/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The are refusing to cancel my service waiting 30days. I want this turned off now. I dont have a contract and want this turned off and to stop billing.

  

  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.

  As a gesture of goodwill, a credit & refund was provided. 

  Customer Answer

  Date: 08/11/2023

   
  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:07/07/2023

  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.

  07/07/2023 First, As a *** service member, i am highliy advise and recommend any service member (US. Navy, Army , airforce, Corps Guard and Marine) to not use ADT as your security service provider of your home because they will let you down. I deployed in February to a location where calling in the US cost 15/minute. The ADT system was not working since i was deployed February. I called in April and spoke with a representative(at the cost of 15/minutes) and stated that the service was not working and the whole reason i got ADT is to make sure my family is secured when I am not around the home during deployement. ADT never come to fix it, instead kept on charging my account from March until today, and the issue is not being solved as we speak now. I spoke to two more agents, the last one i spoke to, stayed silence on the phone for 5 minutes, pretending she is not listing to me, until she clocked out(She stated that she was working from home) . This is today Friday at 21:20. The incident just happened 20 minutes ago. I told them that i want to cancel to contract if they dont fix it, but they threaned with early cancellation fees. This is a dis service to service members and their families., and very poor customer service and the breach of contract. I just $220 to avoid ADT taking to collection, but I will fight to get my money back. If there is no service and no repair, then they should be no charges.

  

  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 is more than happy to send a technician, once requested. We did service the equipment at the home & found that the customer changed their internet provider to ******** internet; which is not compatible with the security cameras. The customer is still under contract until 03/31/2024 & ADT is not liable for voluntary changes the customer made in the home. 

  Customer Answer

  Date: 08/16/2023

  Dear BBB,

  The response from ADT is not accurate. Shortly after the complaints, ADT sent a technician to look at the issue finally. The technician said that changing the internet provider was the main reason the camera portion of the surveillance system was not working. I contact ADT customer service again to request a cancellation with no penalties since the camera portion is not working(How will anyone see the intruder with no camera, and know what's going on at their house with no camera ?). i was told the same thing ADT response is saying, that I cannot choice a internet provider of my choice, that i have to get my internet services with internet provider who's internet will work with ADT.  Unfortunately there is no where in the contract where ADT says that there is a pool of internet provider i must get their service foir ADT alarm system to work (the camera part at lease). secondly, ADT  does not provide the list of such internet service provider , lettting the client know their choice. How is the client going to know what internet service provider works with ADT and which one does not work ?

  Consequently, this is a tactic ADT uses to let you sign the contract by not disclosing to the client that not every internet provider will work with ADT alarm system.  I attached my contract on this communication. Please highlight the paragraph or statement that says, i cannot use an internet provider of my choice, that it would have to be a internet provider ADT alarm system works with.

   

  Therefore, I am asking my refund and cancel the contract with no early termination fees. ADT contract does not say anything about internet compatibility and the camera system.  This practice or tactic of tricking people into singing contracts with a catch 23 not disclosed must be reported to the prospective clients for their own awareness

   

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20290433
  

  Dear BBB,

  The response from ADT is not accurate. Shortly after the complaints, ADT sent a technician to look at the issue finally. The technician said that changing the internet provider was the main reason the camera portion of the surveillance system was not working. I contact ADT customer service again to request a cancellation with no penalties since the camera portion is not working(How will anyone see the intruder with no camera, and know what's going on at their house with no camera ?). i was told the same thing ADT response is saying, that I cannot choice a internet provider of my choice, that i have to get my internet services with internet provider who's internet will work with ADT.  Unfortunately there is no where in the contract where ADT says that there is a pool of internet provider i must get their service foir ADT alarm system to work (the camera part at lease). secondly, ADT  does not provide the list of such internet service provider , lettting the client know their choice. How is the client going to know what internet service provider works with ADT and which one does not work ?

  Consequently, this is a tactic ADT uses to let you sign the contract by not disclosing to the client that not every internet provider will work with ADT alarm system.  I attached my contract on this communication. Please highlight the paragraph or statement that says, i cannot use an internet provider of my choice, that it would have to be a internet provider ADT alarm system works with.

   

  Therefore, I am asking my refund and cancel the contract with no early termination fees. ADT contract does not say anything about internet compatibility and the camera system.  This practice or tactic of tricking people into singing contracts with a catch 23 not disclosed must be reported to the prospective clients for their own awareness

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

  

  Business Response

  Date: 09/20/2023

  ADT stands by its decision & considers this case closed. 
  Prior to the installation taking place, ADT & its authorized dealers inquires about the customer's current internet to provider, to determine if they are compatible with our equipment. At installation, if it is not compatible, the customer is made aware & advised to either change providers or remove devices that require internet from their order. The contract will not list compatible providers, as different areas have differed compatible providers. 
  

  Section 8. Installation states: 
  (E) I will pay for and provide compatible Internet connectivity, if applicable;

  
  Section 11. Warranty Exclusions states: 
  FOR THE SERVICES AT DEALERS THEN-CURRENT RATES FOR LABOR AND PARTS. THE LIMITED WARRANTY PROVIDED
  UNDER THIS CONTRACT AND, IF PURCHASED, THE *** DOES NOT APPLY IF DEALER DETERMINES UPON INSPECTION THAT ANY OF THE FOLLOWING CONDITIONS
  CAUSED THE NEED FOR SERVICE:
  (H) Alterations to My premises or failure of My premises to comply with any applicable codes, regulations or laws; or (I) Alterations or damage to the alarm system caused by Me or by a cause beyond
  Dealers control.

  The customer's video line has already been removed from their monthly monitoring costs & they will only be billed for the burglar alarm going forward.

  ADT will not be held liable for a customer making changes to their home/system after 2 years of service. No refund or release from contract will be provided. 

• Initial Complaint

  Date:07/07/2023

  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 signed up for ADT w/ sales rep ******** He quoted cost of equipment (panel, 3 dr ******** 2 ****** cameras & 1 motion sensor) w/ install as $354 + tax= $385.27. He said would be paid @ $143.34/month X3 months & monthly monitoring service would be $47.78/month. I signed the contract that stated this. Upon arrival, the install tech, *****, recommended I add 3 window sensors ($50 each), 1 addt'l door sensor ($100) & a glass shatter ($100). He said he saw my 25% equipment ************* would apply it on new equipment. I agreed & it was installed. At install, my credit card was charge $447.21 w/out amount being disclosed to me or an explanation for change from $385.27. I logged into myADT & saw signed contract w/ $385.27 for equipment/install active/posted, but billing states I owe $401. 62 for 2 more months ($803.22) on a FlexFi plan. I immediately called ADT about discrepancy. I spoke w/ ******* in Billing. He said he saw mistake: the $863.50 discount on contract wasn't applied in billing. He stated he'd escalate, get fixed & call me back. He didn't call back. Next day I called & got ****** in billing, he struggled w/ English & didn't understand discount. I showed him on page 8 of signed contract. I was then sent an email from ***************************** of ADT, a work order summary I've never seen, it states the total for equipment/install is $1204.84, no discount was applied as my contract ********** was charge the 1 of 3, $401.62 payments. The spot for my signature agreeing to/authorizing these amounts is blank. I explained to ****** the discount needed to be applied as ADT was contractual obliged to do & that charging me more than I agreed to/authorized was illegal. He said no. I asked for a supervisor, he stated none were on the floor and someone would call me w/in 24hr. I'm seeking remedy of immediately honoring signed contract of equipment & install for $385.27 by applying the discount as stated and cancelling this $401.62 FlexiPlan.

  

  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.

  Upon review of the account, additional equipment was added at the time of installation. Those additional devices have since been removed & credited. 

• Initial Complaint

  Date:07/07/2023

  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 installed on 05.26.23 system was left non functioning. I called and complaint they sent a technician on 06.14.23 tech was unable to fix issue so he scheduled a new appointment on 06.28.23, tech moved cameras around when he was leaving he said cameras are off but give it 24 hours to charge. After 24 hours cameras are still not functioning. I called numerous of times between 05.26.23-07.07.23 I was told many time cooperate would call me and make it right am now at 3 weeks waiting for a call from cooperate and nothing! on 07.07.23 i was told am 3 days passed cancelation or of being able to change anything, how am I suppose to cancel or change equipment if I am being given the round around and no one will help me or give me a call back. I ADT technicians are liars I found out too late i was being charged for equipment I didn't get installed am stuck with a contract and a system that has never work since installed in 05.26.23. This company ADT ALARM and SECURITY are scammers BE CAREFUL! I was scammed and am stuck with a service that doesn't work yet I am paying. Attached all all the appointments today I was told by the cancelation department that no one sent a tech on 06.14.23 I have attached proof there was a tech scheduled and he did come out.I need help with this situation PLEASE!

  

  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 resolved the customer's service issue. 

• Initial Complaint

  Date:07/07/2023

  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.

  On 6/27/23, 425 *************** was burglarized, and the ADT panel was removed from the wall. The police was called case #*********** Officer ********** responded. I called ADT, they advised to call back in the morning when I can schedule to have the panel replaced. I called back in the morning and they scheduled a Technician to come out five (5) days later on 3JUL23 to replace the panel. At current, I had no alarm system because someone broke into the house. On 3JUL23, I paid someone to stand by for ADT at the house, and when the Technician arrived he stated that I would have to pay for a new system and call someone else to have that installed. I advised them that is not what ADT stated, and I advised them that I was burglarized and had them on the phone when the police arrived. When I called ADT to cancel the service I was transferred around to four (4) different departments. For each department I had to supply the same information I provided to the last person I spoke with. The last department I spoke with the Technician who advised me that she would not cancel the service because I did not provide a reason why for her to cancel the service. I advised her I already provided a reason to the last three (3) person, and she could do whatever she wanted with the request. I advised I would be cutting future payments to monitor ********************************************************************. ADT is displaying poor service because they failed to replace the panel ripped off the wall by a burglar. They failed to provide adequate customer service because they were playing games transferring me around to people who could not answer my question. They failed to cancel monitoring service when I requested it. At this point I am requesting that they cancel the service for this address.

  

  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 apologized & offered to do a Conversion with a new command touchscreen, smoke, converter, 36-month agreement and $48.99+ tax(declined). Per **************, cancelled effective 07/03/23. He advised no other items appear to be stolen besides the keypad.

• Initial Complaint

  Date:07/07/2023

  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 just want out of my contract. We unknowingly entered into a multi-year contract for a self-installed security system. We have been unable to install it and the company does not send help, they offer help over the phone, which has not worked. If we want onsite help we must pay for it ourselves. I have asked to cancel the contract but they say I owe them the balance of the remaining contract which is over $500. I'm not asking for a refund for the two plus years we have been paying for something and getting nothing in return. I'm just seeking help to cancel the contract going forward. Thank you!

  

  Business Response

  Date: 09/01/2023

  We attempted to call this customer  but were unfortunately unable to reach them. We have sent an e-mail advising the customer of our attempts to reach them & have provided our contact information as well. Please let us know if there is another phone number we could reach out to in order to resolve any concerns

   

• Initial Complaint

  Date:07/07/2023

  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.

  The company has failed to deliver an acceptable level of service. The past two nights has left us with an alarm going off throughout the night. Last night, I was instructed by the company to go into the crawl space underneath my house at 4 am to disable their faulty equipment to turn off the alarm going off. I have now been on hold for over three hours over the last two days trying to cancel my service and they just continue to transfer me around departments telling they are unable to assist me. They were supposed to call me yesterday at a prescheduled time and shockingly, my phone never rang. I just got transferred after 54 minutes of being on hold and my new alert says a rep will be with me in 54 minutes. I am shocked this is even possible by a BBB A+ rated company.Cancel my service, come get your equipment and refund every dime I have ever paid you.

  

  Business Response

  Date: 07/21/2023

  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's system is experiencing a radio fault & a low battery. ************** has refused a in-home service technician & further troubleshooting. 

  The customer is well beyond our money-back clause. We have cancelled the account; as requested. 

  No refund or credits will be provided without a service call assessment. 

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 20289062
  
  I am rejecting this response because:

  They scheduled a service and never showed up. 

  Your *************** Appointment has been Rescheduled.
  Please take a moment to review your appointment information.
  
  Appointment Date & Time
  7/10/2023 9:00 AM
  Phone Number
  ************
  Service Address
  ****************************************************, ******
  Customer Account #
  69371750
  
  You can click here to reschedule or cancel this appointment.
  
  I am glad my account is cancelled and will move on, but the fact that the BBB still considers them an A rated company is quite horrendous.  The fact that I had to climb under my house at 4 am on back to back nights to disconnect their faulty equipment, then over several days spend over 5 hours on hold waiting for their ****************** representative to take the calls and finally they no show for the appointment I took off of work for is wildly unacceptable by any self respecting business.  I have included the appointment reminder that they sent me and am happy to forward the actual email.  The last lady told me I couldn't cancel until they did an onsite visit, so I guess that was a lie as well.  It is good to know that ADT believes my time I had to invest to rectify their problem had no value. 

   

  Thank you for getting my service cancelled without the required onsite visit, but the BBB shouldn't mislead people into believing a company is good just because they are large and write a big check.  This is now a BBB problem, not just an ADT problem.  
  

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

  Customer Answer

  Date: 09/07/2023

  The BBB closed this compliant and yet ADT charged me $69.30 again on September 3rd after claiming they had cancelled my subscription.  They didn't offer any compensation for the prior massive issues and now are basically stealing from me.  I know they pay the BBB a lot of money and therefore get to keep their A+ rating, so now the BBB seems to be part of the unethical behavior.  How do I file a complaint against the BBB itself?  The fact that I about to have spend another 2 hours on hold to speak to someone AGAIN and my hourly rate is $350/hour, I expect to be refunded for the most recent charge and compensated for the time I have to spend trying to resolve this issue for the 5th time.  

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20289062
  
  The BBB closed this compliant and yet ADT charged me $69.30 again on September 3rd after claiming they had cancelled my subscription.  They didn't offer any compensation for the prior massive issues and now are basically stealing from me.  I know they pay the BBB a lot of money and therefore get to keep their A+ rating, so now the BBB seems to be part of the unethical behavior.  How do I file a complaint against the BBB itself?  The fact that I about to have spend another 2 hours on hold to speak to someone AGAIN and my hourly rate is $350/hour, I expect to be refunded for the most recent charge and compensated for the time I have to spend trying to resolve this issue for the 5th time.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 09/27/2023

  Date Sent: 9/27/2023 10:48:15 AM
  It has been nearly 3 weeks since I amended the complaint that stated ADT charged me $69.30 again even after claiming my account had been cancelled.  If they are not going to refund the charge and confirm the account is actually cancelled, then I would like to proceed with the arbitration the BBB accreditation requires. 
  

  

  Business Response

  Date: 09/27/2023

  ADT has resubmitted the cancellation request & backdated to July.

  We have processed a refund. Please allow 3-5 business days. 

  Customer Answer

  Date: 10/06/2023

   
  Complaint: 20289062
  
  I am rejecting this response because:

  I don't see a new charge this month yet, so after numerous hours of my time they might have followed through on something they said they would do.  However, they didn't follow through with backdating it to July and refunding the last two charges as promised.  The BBB gets paid to give them an A+ rating, the company got paid by me for more than 10 years on time every month and here I am the only one not getting paid and having to put forth an absurd amount of effort to get this resolved.  Call me crazy, but this doesn't seem like it should be happening this way.  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/10/2023

  We apologize for the inconvenience.

  We show the first refund request failed. We have resubmitted in the amount of $129.37.

  Customer Answer

  Date: 10/16/2023

   
  Better Business Bureau:
  
  I received the refund from the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/07/2023

  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.

  I tried to cancel my ADT security service on July 7 2023 due to failure of ADT to fulfill scheduled service call. Called ************* number and was told of ***** wait. Opted for automated call back. Received call back and provided information requested by ADT **************** representative to cancel account only to be put on hold again. The call dropped after 30 minutes. The Service rep did not call me back. Went through the whole process again with a different **************** rep only to be told that I would have to be transferred to the ****************** where there was a wait of 1 hour and no call-back capability. In my opinion this is a run around devised by ADT to prevent service cancellation.

  

  Business Response

  Date: 08/20/2023

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

  ADT has confirmed that the customer's account is closed. 

• Initial Complaint

  Date:07/07/2023

  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 trying to cancel my account since a week after it was installed and I was bullied in to keeping the account by saying oh you will have to pay this or that if you cancel and I was harassed in to keeping the contact a tech came out and did something to my account where it updated and now I cant cancel my services for another year!!!! I have tried to cancel over 50 times and have all the phone records and the recorded all of the calls with this company. I let them know that the contract restarted and they said to check the paperwork under my contracts but now its all gone nothing is in there... I was just on hold for 3 hours and nothing no answer at all

  

  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.

  The customer is still under contract until ****. We have offered 50% off the balance owed, which was been declined.

  Should the account close/cancel, contract termination charges are owed. 

• Initial Complaint

  Date:07/07/2023

  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.

  My account was open around 08/01/2022 I bought a new house with ADT already installed. I was going out of state for a few months. I decided to have it activated. They made me pay over 2-3k up front to replace and add cameras. I ordered normal cameras and a sliding door system and they installed ****** cameras and a room sensor instead. This was all due to the employee not wanting to run wiring so now I have to change a battery in a ****** doorbell all the time to even keep the system running. While out of the states the equipment sensor was going off many times. I came home after 3 months and was sick of the issues and the money I paid. I asked them if I can cancelling my subscription and they wanted a fee. They told me if the equipment is faulty they will come out and replace the equipment and I would be able to cancel then. Once they came out and replaced it the issue continued but they still wouldn't let me cancel with no fee. Now they claimed after multiple recorded conversations it would be allowed to be cancelled. That I needed to have them come out multiple more times before I could cancel. I finally got them to agree to cancel but now they are trying to charge me $1400 for cancelling. After I already paid 2-3k up front for them to activate it. Now they want another $1400. Instead of even trying to resolve it properly. They instantly send collections to spam my phone every day for months. I tried talking to them but they refuse to listen and make up things like "I didnt cancel within the correct time frame. The more I look into this company the worse it is. Terrible reviews for this same thing. My account number is ********* They now are gonna try to attack my credit when I have very good credit at the age of 25 cause I work hard for my money. I refuse to pay another $1400 for this service that was completely terrible and filled with false promises.

  

  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.

  
  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.

  The customer's account only has one service call & does not qualify.