Complaints
This profile includes complaints for ADT Security Services's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 10,859 total complaints in the last 3 years.
- 3,646 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/07/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I 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: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 occupantBusiness 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: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 workBusiness 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: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: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: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 becauseADT 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: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: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.
Initial Complaint
Date:07/06/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
ADT has charged me for replacement equipment that is covered under an equipment plan. I have requested a credit for $644.06 numerous times via phone and have yet to receive my money back. The charged posted to my credit card on 6/3/2023.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, it was discovered that the panel was fried by an electrical surge due to a lightening strike. This is not covered under maintenance.
12. WARRANTY EXCLUSIONS. ADT performs warranty services only during normal working hours. If I request ADT to perform warranty services outside
normal working hours, I will pay for the warranty services at ADT's then-current rates for labor, parts and equipment. The limited warranty provided under
this Contract and, if purchased, the *** do not apply if ADT determines upon inspection that any of the following conditions caused the need for service: (A)
damage resulting from accidents, theft, Acts of God, natural disasters, labor disputes, war, terrorism, civil strife, electrical surge, alterations or misuseWe issued a courtesy credit of $100 to the account.
Initial Complaint
Date:07/06/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Case ******** ADT Blue 6/27/23 My initial SA ****** with ADT Blue started 7/14/20 for 36 months (7/14/23). The initial equipment was obsolete (3G) with their new network (5G). Per ADT, the issues I was having with the initial equipment were due to their network changes. It was assoc. w/ 3G to 5G, per technical team. The new equipment sent could not be activated due to corruption of the account per the technical support. I went weeks without monitoring service. The second agreement ****** was initiated 11/30/21 since I was experiencing issues with activating the new ADT equipment. I did not request new equipment or any changes to my agreement. On 6/27/23 I called to find out the process for cancelling my service under the initial terms to end 7/14/23 (******), ADT stated the date of my SA 11/30/24, due to activating the equipment under a new account. The new account situation was deceptive from the time of the schedule maintenance (11/1/21). I did not request a new contract. I was not offered the option to cancel my contract at the time they sent me the new equipment that would work on their new network or provide information that my contract was extended. I have called several times and keep being told about the *** requirements and the date of the contract I signed for the new equipment. I was told the equipment could not be activated unless I signed the contract. No one is taking ownership of the issue. The Acct Mgrs. will not provide their managers name or have someone who has the authority to handle. I want to cancel my contract on 7/14/23 per my initial Service agreement and no obligation to extend monitoring or payments to 11/30/24.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.The customer has been provided a copy of the current agreement. Should the customer cancel. early termination fees will apply.
Customer Answer
Date: 08/28/2023
Complaint: 20282608
I am rejecting this response because:ADT provided a canned response with no analysis of the accounts that I provided. My contract endend July 14, 2023 and there should not be any early release fees. Also, ADT has been done billing me since 12/15/2021.
Further research is required and resolution to the billing for my account. I have been billed twice a month since 12/15 & 12/30/2021. I called January 2022 and the person handling the issue stated I would see a credit, which I did see a credit on 2/10/22 for 2 instances; however, my credit card is still being hit each month on the 15th ($38.34) and on the 30th of each month ($38.18). I am owed by ADT $766.80 to date (7/28/23). The response ADT is providing is not acceptable per my initial request and initial contract, as well as the double billing. I want to be reimbursed for the double billing + interest, as well as state the initial contract date is my obligation and is complete as of 7/14/22. The 2nd contract was created by ADT to fix their internal system due to replacing their equipment in the network from 3G to 5G and that had nothing to do with me as the customer. The equipment would not allow the technical support person to activate the system and the technical support person stated sending me the document would activate the account to allow them to monitor my equipment. If analysis was done, ADT would have noticed it took weeks to get the equipment up and working on their end for monitoring. The response from ADT is not acceptable.
Sincerely,
*********************************Business Response
Date: 09/26/2023
The customer upgraded her system in 2021, making the contract expiration date 2024.
We offered to credit the past due balance.
Customer Answer
Date: 10/04/2023
Complaint: 20282608
I am rejecting this response because:On 6/27/23, I have a voice mail recording from ********************** for ADT blue, per **** message she wanted to reach out and discuss with me the following for the upgrade since 11/2021: based on the terms of the agreement, this was a A free upgrade and no upgrades to require a free upgrade agreement renewal. ADT Blue closed previous accounts and do waived any contract fees on the first one as well due to the upgrade. She wanted to talk to me more; however, I did not receive any more calls from ******* I tried talking to other ****************** representatives asking to speak with *** and no one would acknowledge, but stated they were capable of handling.
ADTs response is misleading and not accurate. I did not requests an upgrade my system. ADT provided new equipment because of the *** requirements for 5G and ADT was required to make changes from their 2G/3G network. I have a recording from ADT management stating I was not responsible for the equipment change; however, it seems everyone I speak to is reading from a script. Since 7/2023, I have asked to speak to someone who has the authority to think and respond to the situation.
ADT did not offer to credit the past due balance. This is another statement that is not correct. The credit provided was due to ADT double charging me on my credit card since November 2021 to September 2022 and the time it was taking for ADT to provide the credit ($687.24) to me. I put a block on my AMEX card to prevent ADT from hitting my card twice a month. I talked with 2 ladies in Billing who were able to review the double billing and resolve. The resolution took two three weeks to resolve. I could not pay the September payment manually and there is not a method for ADT Blue to have but one way of payment, which is automatic payment. I tried to make one payment in September before 9/15 due date and everyone I spoke to did not have the ability to take a payment and some of the representatives kept sending me to adt.com to make a one-time payment, which ADT Blue does not support. Bottom line Per Billing representative,I was credit for September (********/26) and October payments due to the inconvenience and time to provide the credit to me. October payment remains to be verified.
In summary, I did not upgrade my system in 2021. ADT provided new equipment because of the *** requirements and for their purpose they may call it an upgrade, but as the customer, I did not request an upgrade. There were two accounts established. Account #1 SA ******, which was completed 7/14/23. Account #2 SA ****** Was established by the technical support person for ADT Blue due to their system not being able to monitor my new equipment provided due to the *** requirements. The system was down for several weeks due to no monitoring for ADT Blue network change. I made several attempts to resolve the monitoring issue with technical support until they stated I needed new equipment,and they would send it out with no additional cost to me. Unfortunately, the cost did go up from $38.18 (payment due 30th of the month) to $38.34 (payment due 15th of the month). I was double charged for both and did not realize it until recently reviewing my credit card. I called ADT and spoke with billing. The first line of communication could not see the #1 SA ****** account, but finally understood what I was saying since I told him, that I am looking at my charge card back to 2021. He forwarded me to another group who could see both accounts. I was told the issue was expedited and I would hear from someone within 24 hours, which did not happen. I had to call back to get someone involved. Finally, someone was able to own the issue and follow through with me on the phone. Hours and hours have been spent trying to deal with double charge and the 2nd agreement. The responses from ADT are not acceptable.Establishing the new account was the technical representatives work around since they could not activate the new equipment under my #1 initial SA ******.
#2 SA ****** was created by ADT and expanding the length of the service was misleading and deceitful by ADT Blue. I was told that I had to sign the 2nd agreement to activate the new equipment because my account was corrupted.
The #2 SA ****** I want it closed and no more payments required based on the initial #1 SA ****** terms ending 7/14/23
Regards,
*********************************Business Response
Date: 11/01/2023
Blue stands by its decision & considers this case closed.
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