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.

  5511 Ekwill St Goleta, CA 93111-2361

  
• 

  ADT Security Services

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

  
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  ADT Security Services

  47-40 21st Street Long Island City, NY 11101-5448

  
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  Red Hawk Fire & Security

  2611 S Roosevelt St Ste 101 Tempe, AZ 85282-2051

  

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:07/06/2023

  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. 

• 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.

  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 misuse

  We issued a courtesy credit of $100 to the account. 

   

• Initial Complaint

  Date:07/06/2023

  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.

  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. 

• Initial Complaint

  Date:07/06/2023

  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.

  My three-year ADT contract (#*********) expired in June 2023, after which I have been attempting to cancel service. ADT has continued to bill monthly. Cancellation is only accepted by phone, with neither an online nor email option provided. My husband (***********************************) and I called at 3:30PM EST on July 3rd, and after more than 90 minutes on hold, were told that the cancellation office was now closed. We called at 11AM EST on July 6th and were told we would receive a callback within 30 minutes. We did not. A subsequent call at the time indicated more than a 45 minute wait time. My husband documented an online support exchange at 1:30PM the same day in which their agent indicated there was no way to cancel and provided no callback option. At the time, the expected hold time for the cancellation department was more than 75 minutes, and a conversation with the billing department indicated they were not able to cancel contracts. We are subsequently ceasing payments but have no way to cancel the contract.

  

  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 have confirmed that the customer's account is closed. 

• Initial Complaint

  Date:07/06/2023

  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.

  ADT technician visited my residence on 6/15/2023, (Job # ********* SERVICE), and charged $63.87 service fee to my ADT account. This job was to be at NO COST. As a result, the $63.87 credit was issued back to my ADT account on 6/16/2023, (Credit - Recur Svc-Billing/Svc Issues). However, ADT charged my ********** card, (card on file) $63.87 in a separate transaction on 6/16/2023 for the same job, which is the amount being disputed. Ive requested that ADT refund $63.87 back to my original payment method since 6/20/2023 but have been unsuccessful. I have not received the expected credit back to my ********** card as of date.

  

  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 is proud to offer convenient virtual service resolutions to all customers. QSP is ADTs extended limited warranty plan. Labor and replacement parts covered for ADT installed equipment only. Customer damage/misuse, ************************** installed outside cameras, acts of nature and intrusion damage are not covered. Batteries replacement is not covered.Overtime rates apply for service after-hours service calls. In the event that an ADT technician is required to visit your premises, ADT will charge an on-site assessment fee of at least $59 per visit. Current terms &conditions are listed: **********************************************************************************************************

  As a gesture of goodwill, ADT has refunded the charge. No further credits, waivers or refunds will be provided for service assessment fees.

  Customer Answer

  Date: 08/10/2023

  My refund of $63.87 was credited to my account (not original payment method) on 7/14/2023. ADT should do a better job in informing customers in advance whether a charge will be assessed or not for a service visit. I was told there would not be a service fee for the ADT technician to assess my technical issue with my door lock.  As of date, my door lock is still not working properly. However, I did receive my refund. Thanks.

  Customer Answer

  Date: 08/10/2023

   
  Better Business Bureau:
  
  My $63.87 refund was received 7-14-2023. 
  
  Thanks,
  
  *******************************

• Initial Complaint

  Date:07/06/2023

  Type:Customer Service 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.

  Call tree run around when attempting to cancel services. Keeps billing and will not cancel service.

  

  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 confirmed that the customer's account is cancelled. 

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20282249
  
  I am rejecting this response because:

  ADT's corporate office did not contact me and did not resolve this. I was again harassed by their billing department in which I had to abruptly ask for management to handle my account. Poor business, false advertisement of business and customer service as well. Bill has not been adjusted to reflect that system has not been utilized since May 2023. 

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

  

  Business Response

  Date: 09/15/2023

  ADT has waived the recurring balance on the account. 

  Customer Answer

  Date: 09/15/2023

   
  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:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer for several years and spent thousands of dollars in monitoring and other fees. I called in May because my system wasn't working. Arranged for a tech to come on May 31. The bill was $526.47 but the work was not finished. He scheduled to come back on June 5 between 1-5. I am a single mom and I work full time, so I had to pay someone to be at my house a second time. On June 5, he texted that he would be at my house at 1ish. He actually showed up after 5 p.m. I paid $192.15 for that visit (not including paying someone to wait). That night, I set my alarm. At about 3:00 a.m. in the morning, the panel was beeping and had to be disarmed. I tried setting it again a few days later. Same thing. I emailed ADT on June 13, at 4:39 a.m. "After $700 and two visits, I still cant use my alarm system. I am laying here awake because its been randomly making chiming noises and having other issues for an hour and a half. Same thing it did the one other time Ive tried to use it since dropping a boatload of money (that I dont believe was necessary) to get the system working. Please plan to send someone this week - FREE OF CHARGE - to get it straightened out. This is ridiculous." No response to my email. I contacted ADT by phone. At this point, I have talked to four people and been on the phone over TWO HOURS. The solution that was offered was for me to pay to have a tech come out again. Two people told me they COULD not waive the service fee for the tech to come a third time. When I decided to cancel, the second person suddenly found the authority to waive the service fee. Then I was sent to cancellation department where I asked for a refund of the $700. My refund was denied. The case was escalated and the refund was still denied.

  

  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's branch office made multiple attempts to reach the customer. 

• 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 purchased our alarm system in April and had it installed on April 29, 2023. We lived away from the house but within two weeks started getting notifications for system issues. I was told that ADT could not do anything until we were back at the house .On May 26, we were able to bypass some error codes to be able to rearm the system . However since then we have had multiple errors with the system and now it will not seem even without bypassing. After multiple calls to ADT and texts to the technician we were finally able to schedule a technician to come out. However , our system has now been at fault for over 6 weeks s, and they are telling me that I need to wait 4 more days to get a tech out This is totally unacceptable and I have voiced my composing with ADT. They say sorry but do not rectify the situation. They have no problem taking my payment but they apparently do not make customer service and ********************** a priority.

  

  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 completed service on 07/10 & provided a 3 month credit for the inconvenience. 

• 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.

  On May 30,2023 we purchased a ADT control panel and a doorbell camera and a nest camera. We were set to install on June 9, ********************************* our newly built home. After installing the system and connecting to my fiance's phone (who wasn't the account holder) we had a system and cameras working. We since then have had to replace the modem of our internet. When we replaced our modem, the cameras went offline. Our panel system works perfectly fine after the new modem was installed. The first time I tried calling and getting them back online I was told I needed to contact ****** since it was a nest camera and they could do it with me. I spoke to ******, did the troubleshooting to connect the cameras and it didn't work. I had to factory reset the cameras and that did not work. I have since called multiple times to ADT and been told I would need a virtual appointment to reconnect the cameras. I had one appointment with them and tried the exact same thing ****** wanted. Removed them from my nest app and factory reset the camera. After factory resetting the camera, it would not reconnect to the ****** app at all. It is hard wired into my house so its not a battery issue. I was told I would need to have a sales rep come to the home and I would be charged $59 for the service call and labor charges (about $200 for an hours work). If the cameras weren't defective, I should of been able to connect them with the virtual support ADT is offering. We tried to talk to a manager, after the virtual appointment, and was only transferred around and then told there was no manager and we'd get a call back. No call ever came back. I have called back to ADT on July 6, 2023 and have been transferred 4 times without anyone being able to help with this issue and now I am ready to cancel my contract and tell you to come get your horrible equipment out of my house!

  

  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.

• 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 have utilized ADT for 3 years. Upon trying to cancel I am met with resistance. I have called 3 times and transferred then placed on hold for 40 minutes each time. Disconnected at the end of 40 minutes. The live chat agent tells me there is nothing she can do, just keep calling back. No other way to contact to cancel so they just keep charging my credit card. Dishonest business practice.

  

  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 offered a temporary & permanent rate reduction. The customer has accepted to retain the service.