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:07/07/2023

  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.

  About 4-5 months ago I triggered my alarm and waited for ADT to call so I can let them know that I accidentally triggered my own alarm but they never called. I proceeded to test my alarm to see if it was working and it wasn't. I called ADT and did the walk through with the technician and He told me by the end of the call he told me that we resolved the issue and my alarm was working fine. Fast forward to June I decide to test my system again and to mu surprise its not working again. I called ADT AGAIN and the person from support told me since we did the through the first time Tha he was not going to make me do it again and that he would just send a technician out. The technician (who had a nasty attitude) was in my home for over two hours could not figure out why my alarm was not working. He told me that my system had not been working/sending a signal to them for at least a year and that he couldnt see if it wasnt working prior to that. He also told me that I had to pay a service fee and a fee for every hour he was there. I was NEVER told that I had to pay anything so I called ADT customer service and ask them why I was NOT told that I had to pay anything before they sent someone out? Thank GOD that the technician said that my system wasn't working due to any fault of my own so I didn't have to pay anything. Long story short...the technician had to rewire my system and give me a whole new account number. I called ********************** back numerous times to work something out about me being automatically debited every month faithfully for service I did not receive for at least a year. I spoke to one person who told me I would receive a refund which I did not receive. I called back and was told I would receive a credit and was put on hold while they escalate the situation/credit. Another payment taken and NOTHING. I call back on 07/06/2023 and now there is nothing in the records about anything none of the numerous calls I've made, nothing about a credit or a refund. (Acct #**********

  

  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 processed a credit & refund of $183.94.

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20286291
  
  I am rejecting this response because: ****** is not a years worth of payments. I paid ADT for AT LEAST ONE YEAR of service that I did not receive and that is as far as the technician could go back so I don't even know how long I been paying and receiving no service. ADT has unfair practices and I will be terminating my services. Very disappointed. What if my home was broken into within that year of no service? What if someone were to come through one of my doors and my alarm is going off and I'm thinking the police are on the way and the whole time they are NOT because I had no signal and ADT did not alert them? 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/10/2023

  Customers are required to test their system on a monthly basis. **************** was not performing system test & therefore, we are unable to give a definitive date as to when the system stopped transmitting. 

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20286291
  
  I am rejecting this response because when I found out my services were not working and called I was walked through the process to fix the problem. I was told the problem was fixed when it was not. Therefore I continued to pay for service that I did not have. Adt wants to blame me but what about the months I payed for that was clearly ADT fault? 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/19/2023

  ADT stands by its decision & considers this case 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 was with North ****************** for many years and had nothing but the best customer service and support. Last year they were purchased by ADT and there was a sharp drop in customer service in which I was left with an alarm that dropped connection frequently and after many hours on the phone trying to resolve the issue and being hung up on or disconnected. I decided to seek another alarm service. I found a much better service at a much better price and made the switch. On the day of installation I called and canceled my service with ADT. I informed them that I was getting the new service installed as we speak and still patiently sat thru all of the offers they "needed" to present to me prior to canceling the service. Including an offer for a free month to give me time to decide If I liked the new service. I was then informed that if I continued as of that day monitoring would end and if there was an alarm no one would respond. Did I agree? I agreed and then they informed me that I would be billed for an additional 30 days. I was not under contract and the service was being canceled that day so I told the operator that I did not agree to those charges. She informed me that it was there policy and that they needed to contact so regulatory agencies to complete the cancelation. I told them that did not make any sense and then was simply told that they were going to charge me regardless. I again disagreed and the call was ended. At the beginning of the next month the drafted my payment anyway. I think it is absolutely ridiculous that a company can cancel a service and provide you nothing and then still charge you for a month of service with no contract in place.

  

  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.

• Initial Complaint

  Date:07/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started service with ADT in August 2021 with a 3 year contract. I moved next door and asked that service and equipment be transferred. I was told they don't transfer equipment, so they re-started me into a new 3 year contract!! I'm moving and I contacted ADT in which the representative switched me to a DIY monitoring system and clearly stated that this would " VOID" my remaining contract because I switched systems but remained with ADT. Well, ADT immediately swiped by bank account of $233 and has billed me for like $699 more dollars, due 7/21/23 bc the representative had ordered another system for me. I am so so angry with this company. All the representatives do is LIE to get a sale. I am demanding that my $233 be refunded to my account and the balance be removed and NOT charged to my account. They immediately sent out the new equipment after I plainly told them I will not be moving into my new apartment till August 1,2023. They immediately sends the equipment out to obligate you to it. This is the worst alarm company out here. I am requesting your assistance in getting my $233 returned to my bank account as well as holding the company liable for the information that was promised by the ADT representative. I was clearly informed that with the new system, I would not be charged until installation, nope, they billed me immediately ave I hadn't even recieved the equipment!! And they still holding me responsible for remaining balance on old contract DESPITE what the representative told me, that the new system will null & void old system. I am disabled and cannot afford to be scammed out of my money like this. ADT needs to be shut down!!

  

  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 contract termination charges have been waived. 

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

• 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 purchase **************************************************** on June 30, 2023. upon occupying the house, i determined it had an active ADT security system. I called the company and told ******* I was a new owner and didn't want the service. ******* said I would have to climbed into a second story attic and "unplug the transformer" in order to end service. i am a senior person, with no ladder and no ability to make such a climb. please ask ADT to turn off its service. I have told its rep. i would not pay any bills for a service used by the former occupant

  

  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.

  We are unable to roll technicians to Out of Service accounts. We are only able to provide troubleshooting/power down instructions verbally.

   

• Initial Complaint

  Date:07/06/2023

  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 ADT panel keeps saying a door is open. When the door is close. The panel was reset and it is still not working. I need the ADT panel to be working. I need someone from ADT to come fix this so it can work

  

  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 made attempts to reach the customer regarding the complaint & left callback information. 

• Initial Complaint

  Date:07/06/2023

  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 4:34PM on Monday, July 3rd I called ADT customer service in an attempt to reset my verbal password due to having issues with it. The man asked for the verbal password. I told him what it should be, but that the verbal password I created hasnt worked in almost a year. The man told me it wasnt correct, but was something similar. At the end of the 28 minute phone call, he told me the verbal ********* ***** talk to me later then hung up the phone.

  

  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.

• Initial Complaint

  Date:07/06/2023

  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.

  I am almost *********************************** last yr from ADT. I paid the full $1300 for the equipment and they charge me 63 dollars a month, I should have known better when i had to buy a dot to to hear the doorbell. I am a senior and I would not sign a contract because i didn't know how long i could stay in my home with steps due to mobility issues, My Son is moving in and Im going to stay with my sister. I asked for them to please stop my service since my Son is installing one of his own and they said Im locked in until ****! Are they crazy I did not sign a contract and this is crazy. I feel as though because i am a senior that they are taking full advantage of me. The agent told me to hold and she would get a manager. One hour later from being on hold i contacted you, This is crazy the system was overpriced and I paid for it in full. They are a large company and i am surprised at how m being treated just because i no longer need the service. Why would any senior sign a contract for almost 5 years, I feel taken advantage of and very ashamed of ADT. I just want to cut all ties and please do not take anymore money out of my checking account. Once again They should be ashamed I called customer service at ************

  

  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.

  The customer did not sign the contract that was sent to her at the start of service.

  ADT has cancelled the account, without penalty. 

  Customer Answer

  Date: 08/13/2023

   
  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,
  
  *************************, I received an e-mail from ADT and they are cancelling my old account, I really do appreciate all that the BBB does to help the elderly.

• Initial Complaint

  Date:07/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to cancel my account with **********************, due to a very large increase in my monthly fee. I have been a customer of ********************** for several years. The only way they will take your cancellation request is over the phone. I have been on hold for almost an hour, once and another 25 minutes a different time.

  

  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.

  ADT requires the verbal password to cancel accounts. We have mailed the customer their verbal password & assisted with myadt.com set up. 

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20284271
  
  I am rejecting this response because: ADT has not mailed me anything, and furthermore, I already have my verbal password, the problem is that they do not answer calls.  A verbal password will not do any good if they wont answer their phones.

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

  Customer Answer

  Date: 08/29/2023

  I am not sure where ADT sent any kind of info, but I have not received anything from them except an email which stated that the monthly price is increasing. I will try and resolve from here, thank you.

  Customer Answer

  Date: 08/29/2023

  I am not sure where ADT sent any kind of info, but I have not received anything from them except an email which stated that the monthly price is increasing. I will try and resolve from here, thank you.

  Customer Answer

  Date: 08/29/2023

  ADT is lying to the BBB.  Not only did they NOT close my account, but after this person wrote about it being closed, they charged me another month on August 20, 2023.  Attached images are from my Citi card and from ADT themselves...they show that no account closure was done, and certainly NO refund was processed. Unbelievable.

  

  Business Response

  Date: 09/20/2023

  Upon review of the account, **********************'s previous response did not indicate that we cancelled the service.

  We stated that the customer was sent their verbal password, in order to initiate cancellation. This is mailed to the site address.

  As a gesture of goodwill, in order to close the complaint, we have backdated the cancellation & will process a credit balance refund.

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20284271
  
  I am rejecting this response because

  ADT did not actually cancel my account or refund anythingin fact, they just charged another months fee today. I am tired of fighting with them.

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

  

  Business Response

  Date: 09/21/2023

  The payment taken was already pending at the time of the account cancellation process. The refund we have processed in the amount of $128.49 includes that payment. 

• Initial Complaint

  Date:07/06/2023

  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.

  I used their services for a couple of years but then didn't want it anymore. I called to cancel, I repeated my request to cancel multiple times, and they kept me on the line for an hour. They continued to charge me till today.I submitted an email to cancel, the response I got was that I need to chat or call. I don't have an hour to be on the line with them, so I chat. The representative tells me no, I can only call.There is no option to cancel on their website either.

  

  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 cancelled & we have waived the balance. 

  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:07/06/2023

  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 transferred my services to a rental place the 1st of June 2023 for the remaining term pls 5 mth total term of 12 mth. I paid ADT for 1 HUB , 3 window sensors and 1 motion detector. I have been trying to connect the Smart HUB to there system and have not been successful. I have called and they finally decided to send me a new HUB. A week later It never arrived. I have been calling and two or three times a week and they keep giving the run around. Now since they could not get this one to work they offered my another deal thinking that it would remain at the 12 mth term and found out that it was place for 36 months now.

  

  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.

  We installed an ADT Pro system; as the *** was not a good fit for the customer.