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.

close

Find a Location

ADT Security Services has 247 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  ADT Security Services

  1501 Yamato Rd Boca Raton, FL 33431-4438

  
• 

  ADT Security Services

  18 Clinton Drive Hollis, NH 03049

  
• 

  ADT Security Services, Inc.

  1811 N. University Avenue Ste.108 Lafayette, LA 70507

  
• 

  ADT Security Services

  1400 Montlimar Dr STE B Mobile, AL 36609-6513

  
• 

  ADT Security Services, Inc.

  5511 Ekwill St Goleta, CA 93111-2361

  

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: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. 

• 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 been trying to cancel my service since 2020 and they keep me running around. Last proper conversation i had was in April 2023 where they promised to cancel and refund money since 2020 and the supervisor was suppose to call me for refund. After that no one called and i have called every other week to follow up just to keep getting transferred to different reps and each time it is 30 to 45 mon wait. So they make it impposible to cancel service. they have atleast removed my ACH debit from APril 2023 and now they are following up for the payments. This need to be resolved asap or i will go to the court. Today they just told me one second and then i got transferred without any information and the automated prompt says there is 25 minute wait to speak to a representative.

  

  Business Response

  Date: 08/10/2023

  ADT has confirmed that the customer's account is closed;with a zero balance.

• Initial Complaint

  Date:07/05/2023

  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.

  In November 2022 while i was renting a home an ADT tech came out to fix a sensor. While out he told me about a new alarm package i could get to upgrade my alarm. I told him i was renting but i was planning on buying a house soon He sold me on a mobile system, doorbell, ************, he then told me he i could take it with me to my new home address. Fast forward to June 2023, when i called Adt to have them move my system over I was told i could not take the equipment. I proceeded to ask what I would do considering I still owed over $2000 in equipment, but I had to move. They then told me I have to pay off the equipment and I could sign up for new equipment at my new address, but I could not take the equipment I was paying on with me. The ADT tech even set me up with a mobile keypad because he told me I would be able to just unplug it and take it with me and have them come out and set up the rest. After about 20+ calls during the first week of June and talking to multiple supervisors, departments etc who all told me different things (some said i could take it, others said i couldnt) I finally reached corporate. The corporate rep told me he would note my account saying the installer could use most of my equipment and i could bring it with me. After two hours on the phone with him I was excited to finally be done. The next day an installer came out only to tell me he could not use the equipment despite what corporate said (even after seeing the notes) and he didnt know why the old ADT set me up with mobile key pads , ************ because that was the wrong system for renters. He then tried to sell me a new ***** contract and lock me in for more years while telling me i still have to pay off the old one. I called corporate and could not ready the person i talked to, the new corporate person basically told me he will not help me and that was that. DO NOT USE ADT they are scammers and the worst company i have ever dealt with. I just want to be done with them!

  

  Business Response

  Date: 07/25/2023

  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 spoke with ************, she expressed concerns regarding misinformation provided to her regarding the equipment installed at her address of ********************. *********** advises she did an upgrade at the location, and the technician informed her she would be able to take the equipment with her to her new address; however, when the technician came out to her premise to do the installation he advised he would not be able to install the equipment. ************ is disputing having to pay for the equipment, even though she is not going to be able to use it. Apology extended to ************ for the experience, then reviewed ADT business practice as it relates to customers moving to a different address, ************ was not happy with the information, advised plan to take legal action, copy of contract and work order summary emailed. ************ requested to keep account active at this time.

  Customer Answer

  Date: 07/25/2023

  Here is my contract, no where does it say i cannot use the equipment they are selling me at a new address. Im paying installments on equipment to use and i barely had it 6 months and they are saying i cannot use it and to pay it off. This is after the corporate officer left notes for me to be able to use it. The problem is the installers are third party and thats how they make their money so its not that its not possible this is a money grab. This is my final attempt to resolve before i *** them in court. ADT IS A big scam.

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20279551
  
  I am rejecting this response because: the technician who installed and the corporate rep said i can use my equipment at a new location. I have also attached my contract, it does not say i cant take my equipment with me. Why would anyone pay for $4,000 in equipment that they cannot use elsewhere . In addition they didnt leave my account alone they closed it and sent me a huge bill. This is my final attempt before involving my attorney. This is terrible business on their party . That equipment doesnt even retail for that much if you buy it outside of ADT, i only agreed because i thought Id be able to use it when i moved.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/22/2023

  We sincerely apologize for any misunderstandings or alleged misinformation.

  ADT's equipment & contracts are non-transferable. 

• Initial Complaint

  Date:07/05/2023

  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 family and I had ADT for 5 years in our very first home and had no issues at all. We love the service. We moved into a new home in June of 2022 and gladly had our service transferred to our new home. We had to have new equipment installed in the new home so when we received our first few bills we weren't surprised that the bill was higher than at our last home. We went on not thinking much else about it. In July of 2023, I happened to notice a new email referencing our service address as our previous. I was confused as to why our previous address is still showing as our service address so I called customer service to find out. Turns out, the relocation specialist just added our new address under the same account number as our old address and we are being charged for service at both addresses! My first call to rectify this issue was on July 3rd, 2023. I was transferred multiple times and on hold for over 2 hours then when I was finally able to speak to someone, in the middle of me explaining my issue, she instantly placed me on hold then the call was ended. I called back later that day because that first call was so draining with no resolution. I spoke with **** on ******************* He was very pleasant and talked as if he was resolving the issue and getting me a refund. I was so relieved! There was no confirmation number or email for this correction so I was a little unsettled. I decided to call back today (7/5/23) to follow up. I have spoke to 4 different people, the call dropped on one call with ***** in ******************* then I spoke to ***** who pretended to work on the issue and let me know there were ************************************************************************ order to resolve my issue so he took my number and said he'd call me back in a hour. It has been also 3 hours now and no call back. I called back and I am now on hold again with a wait time over 30 minutes. I feel like I am being scammed, ADT has stolen my money and will not refund.

  

  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 refunded the double payment.