Complaints

This profile includes complaints for ADT Security Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ADT Security Services

  1501 Yamato Rd Boca Raton, FL 33431-4438

  
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  ADT Security Services

  18 Clinton Drive Hollis, NH 03049

  
• 

  ADT Security Services, Inc.

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

  
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  ADT Security Services

  1400 Montlimar Dr STE B Mobile, AL 36609-6513

  
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  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:07/05/2023

  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 have been trying to cancel my mothers account with this company for about six months. My mother is presently in a nursing home and no longer lives in the home. She has had service for **************************************************************************************************** cancel the account. Each time I call Im on hold at least an hour and then when I ask to cancel Im put on hold for other hour. All I want is the service canceled so my elderly mother doesnt pay for something she no longer needs. From reading other complaints, I am not alone. This company is taking advantage of loyal customers! What a shame.

  

  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 cancelled the account and backdated.

• Initial Complaint

  Date:07/05/2023

  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 paid for 12 months of service to begin January 2023, through Dec *************************************** March 2023, I got a divorce. My ex left the home. I simply wanted to change the name on the account since my ex was primary on acct. I wanted it in my name. ADT refused to change name on acct and forced me to get a whole new system AND account, and PAY for service. They refused to issue refund of old acct to me because my name wasn't on old acct that we paid for in January.I received a statement from them in May 2023 stating there is a credit on the old, CLOSED acct. My ex has tried to get them to send the refund check, and I have called them 3 times since March. They haven't sent it yet, as of July 5, 2023!!All I want is for them to issue a refund check in the amount of $216.87 for the money that remains in the old acct, since it was only open 3 months before divorce and the opening of my new account. They gave me an email address for ADT to send a complaint and it was never acknowledged. No one there will help me. It should be standard practice to immediately refund a closed acct that has a credit!! All I want is a paper check in the amount of $216. 87 to clear the credit off the closed account!

  

  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.

  Our records show that a refund check has been processed. 

• Initial Complaint

  Date:07/05/2023

  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.

  My mother died in December 2022. She used ADT Security at her house. The house was then sold on February 10, 2023. I am the personal representative of her estate. I have been trying to get a final itemized pro rated bill (through February 10) from ADT since February and confirmation that the service has been cancelled. I have called them several times and been kept on hold so long I hung up. I wrote them two letters (certified mail) to which they never responded. I attempted a chat with them on their website but that person clearly didn't understand English and was unable to resolve the issue. In fact, he told me that since she was dead, I wouldn't have to pay the bill. Despite the lack of contact, ADT has now turned over a $108.34 charge to a collection agency. I have no idea what this is for or if the service has been cancelled. It is outrageous that a company could make something so simple into something so difficult especially following the death of a loved one.

  

  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 have attached the statements mailed after the account has been cancelled. 

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20277433
  
  I am rejecting this response because:

  I already had these bills, and they provide no clarity about the charges or any indication that this is the final bill. One of them says it is a recurring charge from 3/23/23 - 5/24/23, yet I cancelled the service on 2/10/23 so I still have no idea how they arrived at the $108.34 number. 

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

  

  Business Response

  Date: 08/22/2023

  The customer is billed was billed on a quarterly basis. The customer was invoiced 02/05/2023 in the amount of $207.46 for monitoring services between 02/05/2023 - 05/04/2023. 
  ADT requires a 30 Day Notice of Cancellation.; therefore, the customer's account was cancelled effective 03/22/2023. The balance of $108.34 is for monitoring services from 02/05/2023 - 03/22/2023. 

  Customer Answer

  Date: 08/28/2023

   
  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. Thanks to the BBB for your help. However, I have to say that ADT has been terrible to deal with. Why it was such an ordeal to get such a simple answer is ridiculous, especially in light of dealing with a deceased loved one. 
  
  Sincerely,
  
  ***********************

• 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.

  July 5, 2023, after taking 90+ minutes to reach ADT I notified ADT (non-contract in place) to cancel my service and was told it takes 30 days. I asked where on their website it indicates this as well as my billing statements. I pay quarterly, so I still have two months left on my account. the service representative only said they can have a supervisor call me. when I asked how will that help me no answer was given.

  

  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.

  ADT has confirmed that the account is closed. A partial refund was processed. 

  Customer Answer

  Date: 08/17/2023

  When was the refund sent? I have not gotten any refund payment as of August 17,2023

  Customer Answer

  Date: 08/18/2023

   
  Complaint: 20277248
  
  When was the refund sent? I have not gotten any refund payment as of August 17,2023
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 09/11/2023

  Yes, I have received my refund. but the issue was not about the money, it was the fact that nowhere can I find that I had to give a 30 day notice before canceling their services.
   I had no contract with them. and because I paid quarterly the extra 30 days thus reduced what should have been my actual refund. FYI, they tricked me into paying a $149.00 invoice under the guise it was my new quarterly billing. but I guess this was not addressed with them.This is the main reason I cancel my services. This is a dishonest company.
  doesn't matter after 20+ years of using their services this is how they treat a long time client. I will voice my opinion on social media whenever I can on not using their services!

• 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.

  On June 19th we called to schedule an appointment to have our services moved to a home we were scheduled to close on the following Friday. We have since not closed on the new home due to ADT processing a contract termination and withdrawling $1500+ from our bank account the day before we were supposed to close. I have spent over 12 hours on the phone since June 24th trying to get a refund for this invalid charge. On June 26th I was told our account would be reactivated within 24 hours and the refund would be issued within 3 to 5 business days. On June 28th I called to verify the refund was being processed and was told the refund was denied due to us not being enrolled in auto-payment for the equipment, which was what the $1500 withdrawal was for. So I enrolled in auto pay and our account was charged an ADDITIONAL $36 on the 30th of June. I was told once we were enrolled in autopay the refund would be generated and to wait 7 to 10 business days for it to show up in my account. On July 3rd I called back to confirm the refund was approved and issued only to be told I was never actually enrolled in auto pay and that my account hadnt been reinstated. I was transferred to relocation who confirmed the account is in fact active and even confirmed with the monitoring department that services are being monitored at the address billing continues to tell me is not active. I spoke to a supervisor who told me on a recorded line that the ONLY thing remaining for my refund to be issued is to enroll in autopay AGAIN. I did this using the automated system and again confirmed that this would generate our refund. I called today July 5th and have been on hold for over 2 hours, spoken to 4 different people and a supervisor who have ALL told me the refund request that was issued on July 3rd was denied because the account was not active. The supervisor was on the phone for MAYBE 1 minute before transferring me back into the queue to start all over.

  

  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, billing adjustments & refunds have been provided for the account. 

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20277172
  
  I am rejecting this response because:

  I have since been told that I am still responsible for the equipment that I was told to leave at my previous address, even though it was made known, several times that we did not own that house and we were renting it. I made it very clear when I called on June 19th that it seemed extremely odd for me to just leave thousands of dollars worth of equipment there knowing I would be charged for the new equipment they claimed to need to install at the new home, that we do now own. I made it very clear that I expected the same equipment to be installed at my new home, if that is what I am having to pay for after leaving it behind. We had two outdoor cameras, a doorbell camera, a ****** hub, a system panel, two door sensors, a motion sensor and 7 window sensors at our previous address. We are still paying $32 a month for this equipment that we were told to leave behind. We requested a third camera, the flood light/motion sensor camera and a smart lock for the door to be added to our equipment at the new address, along with all of the equipment we had been and will still have to pay on for another 40 months but was left at the previous location, per ADT instructions. Not only are we having to pay an ADDITIONAL $650 for the door lock and camera, we currently only have ONE outdoor camera, a smart lock, a doorbell camera, three door sensors and a motion sensor inside. So not only did I receive LESS equipment than I had requested, I also do not have the same equipment I had at the previous location that I am still paying for. I've called several times and just continue to get the run around. On top of that, they continued to take funds from our account for the previous locations monitoring services in the amount of $72. The check I received for the refund was for $1,400 not the full amount over $1,500. I had to call back several times and argue with many different people about the amounts that have been drafted from our account and the amounts that were refunded being complete different. 

  On top of all of this, not only were we not able to close on our home on time, costing us an additional $650 for an airbnb, due to not being able to move into the home on time, we also had to pay an additional $425 in rent at our previous rental. In order to not lose the home we were supposed to close on, we also had to pay an additional $1,000 in ******* funds. These expenses, on top of not having the $1,500 refunded to us in a timely manner, has put us in a financial bind that will take us MONTHS to recover from. I spent WELL OVER 30 hours on the phone from June 23rd to August 1st just trying to get back what was owed to me and now, I am stuck having to pay for equipment we don't even get to use while also having LESS equipment at our new home than what our contract is even for. 

  Completely unacceptable service and an absolute fraud of a company. 

  ***** Childs

  

  Business Response

  Date: 10/09/2023

  We apologize for the customer's frustrations.

  We consider this case closed. No additional credits will be provided. 

• Initial Complaint

  Date:07/05/2023

  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 transfered my ADT account which had a 2 year contract on it to a remote account, which means i can move the equipment around and it would be approx $40 a month. ******* said this was the best solution because I was moving and the new house I was going to already had an active ADT account so i couldn't move it. Then I got the equipment, held on to it, and am ready to put it on a rental house. This was all over the course of the last two months. Then surprise, I get a charge of $1050 dollars on my credit card from ADT. I called them, stayed on hold for 30mins, and spoke with someone who barely used English. They were unable to help and honestly couldnt even find out what I was saying. Now they still want the $1050 and the monthly fee and they can't even sort out what the first rep told me about the remote account. What I need is for this junk company to sort out the problem and give me back my $1050.

  

  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.

  Upon review of the account, the customer does not have a currently active system with ADT. that we can locate. Once established & active, the contract termination charges will be waived. 

• 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.

  ADT Security Solutions engaged in a deceptive ************* scheme on April 26, 2023, through its Sales Representative *********************** when they quoted a price for $614.89 for a Personalized ADT ************** Security System Plan. ADT then increased the price to $1,168.61 and disclosed the higher price AFTER the service installation on May 10, 2023, with no prior notice or warning. After discussions with the local ADT Manager, ***************************, ADT agreed in writing on 5/31/2023 to reduce the charges to $789.00 and terminate the ADT agreement but has to date refused to do so or make the necessary billing adjustments to my account which has been sent to collections for the original amount due. ADT continues to harass me for the original amount even though I have repeatedly requested they make the billing adjustment we have agreed to.

  

  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.

  Upon review of the account, there were devices added on at the time of installation; which increased the installation cost. 

  Customer Answer

  Date: 08/18/2023

   
  Complaint: 20276732
  
  I am rejecting this response because: It fails to provide the Billing Adjustment agreed to on 5/31/2023. ADT, through it's representative,  agreed in writing on 5/31/2023 to reduce the charges to $789.00 and terminate the ADT agreement but has to date refused to do so or make the necessary billing adjustments.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/26/2023

  ADT has reduced the balance to $789.00.

  Customer Answer

  Date: 09/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by ADT in reference to complaint ID ********, and find that this resolution to adjust my bill satisfactory.  Please have the business send me in writing the adjusted bill for the $789 balance due.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 09/27/2023

  ADT has still not provided me with the adjusted final bill. Instead, ADT has sent the account to collections and have been adding charges every month since April 2023 even though the account is closed and I never signed up for nor received a monthly monitoring service. This complaint is still unresolved.

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20276732
  
  ADT has still not provided me with the adjusted final bill. Instead, ADT has sent the account to collections and have been adding charges every month since April 2023 even though the account is closed and I never signed up for nor received a monthly monitoring service. This complaint is still unresolved
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 09/27/2023

  I no longer have online access to the ADT account. ********************** may send me a written bill for the adjusted balance via mail or email.  Thank you so much for your assistance.

  

  Business Response

  Date: 09/27/2023

  The adjustment was just made & it takes time for an updated statement to be created.

  We have attached the customer's last statement, plus their AR history (showing the adjustment has been applied).

   

• Initial Complaint

  Date:07/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 07/05/2023. I reached to ADT customer service regarding my elderly father's account for address *******************************************************. I was simply trying to have a tech go to his address. The representative was rude and not helpful after being on hold for over 25 minutes. She stated she was unable to verify the account. When I asked to speak with a manager or someone else who could assist she just said no and abruptly placed me on hold for another 20 minutes until I decided to disconnect the call.

  

  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:07/05/2023

  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 mom, *****************************, is the account holder with **********************. She passed away on 4/26, and I am trying to cancel her services before her house closes on 7/11. I called on Mon 7/3 and was told I would receive an email I never got. I tried the online chat for 15 minutes only to be told I had to call to cancel services. I called today 7/5 at 9:30am and received a call back at 11am, due to high wait times. When I answered the phone, no one said anything, and they eventually hung up the phone. I am waiting now for another callback around noon. I would like the services to be cancelled ASAP. After 7/11, I won't have access to the house.

  

  Business Response

  Date: 07/18/2023

  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 sorry to hear of the passing of our ADT customer *****************************. We have confirmed that the account has been closed. 

• Initial Complaint

  Date:07/05/2023

  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.

  We are a current ADT customer and have been for more than 15 years without incedent. We recently purchased a home in *************, **. We accepted a proposal from ADT to install security at the new home for about $500. The installer arrived as agreed on June 23, 2023. When he finished, he handed my wife an electronic bill for $2,700 and promptly charged our credit card (on our current account) for $931 (1/3 of the total). We have attempted to cancel the contract and get our money back. We have been told that we have preserved our right to cancel because we called to do so within the allowed timeframe. We have repeatedly been promised that "a manager" would call us back to deal with the situation as no one from either "customer service" or "billing" can do anything about it. No one ever calls! We've been at this for more than 2 weeks and have spent hours on the phone with them. It is impossible for us to contact the people who did the install as all phone numbers lead to "customer service!" My wife is 74 years old. I honestly believe this entire matter was no "mistke" or "misunderstanding" on ADTs part but rather an opportunity to extract money from an unsuspecting and trusting senior!

  

  Business Response

  Date: 07/18/2023

  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, ********************** has opened a ticket to remove the additional equipment. 

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20275303
  
  I am rejecting this response because: we received a call from ADT about July 8. We modified our travel schedule and agreed to be at the house on July 12 for the uninstall. On July 12, after traveling 550 miles by car, we waited the entire day.  No call from ADT. No technician showed. Nothing.  This just gets worse!
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/21/2023

  We sincerely apologize.

  We are scheduled to return on 08/24. The customer has been provided credits & a temporary rate reduction for the inconvenience. 

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20275303
  
  I am rejecting this response because:  The equipment was removed from the house on 8/24 as scheduled.  We are awaiting a refund of the disputed charges which now total about $1,300.

   We have been advised that it will take a couple of weeks to issue the credits.  Until then, our complaint stands.  That said, we are encouraged by this recent movement on ADTs part.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/03/2023

  ADT has processed refunds & approved chargeback requests on the account. 

  Customer Answer

  Date: 10/04/2023

  I can confirm that ADT, after almost 4 months, has complied with the original contract terms.  This never needed to be so difficult. Their customer service organization needs an overhaul!

  Customer Answer

  Date: 10/04/2023

  I can confirm that ADT, after almost 4 months, has complied with the original contract terms.  This never needed to be so difficult. Their customer service organization needs an overhaul!

  Customer Answer

  Date: 10/05/2023

   
  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.  I can confirm that ADT, after almost 4 months, has complied with the original contract terms.  This never needed to be so difficult. Their customer service organization needs an overhaul!
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 10/05/2023

  I could not find a way to write a review.  That said, I did want to thank BBB for helping with this issue.  I honestly believe without BBB involved, I would never have been able to reach a satisfactory result.  Thank you very much!