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

  
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  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: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.

  About 2-3 months ago, a group of workers from ADT Security came to our home and said they had a new deal for new customers. This deal was stated more than **** times to myself and my boyfriend as the following: We were to receive a new front door and back door security camera, along with a front door doorbell for $70 upfront, then we were to receive one month free, then it was supposed to be $72.00 per month for each month after that with no contract in place. We were told that we could cancel the service at any time after the free month. After paying for 2 months service, I was laid off from my employer and could no longer afford the service. When I called to cancel, I was not only given the runaround and shuffled from department to department, but they hung up on me 3 different times until I demanded to speak to a supervisor. After approximately 4hours on the phone with 3 separate calls, I was informed that we would be held to a 60 month contract at $72.00 per month. I told them to provide proof of the contract and they said that it was over a phone call and signed for via e-mail. As I said, we asked the service employees over 10 different times was there a contract involved with every response being no contact at all. I am appalled at this intentional deception of the employees as well as the total runaround by ADT security. I know this was an intentional scam and deception by them and I am hoping that there is something that I can do about it or that you can possibly help me in any way. Please contact me in reference to this matter and let me know what my options are if you could. I would appreciate it and would like to thank you in advance for any help or advice you can provide regarding this issue. Sincerely, ********************************. *********************************************************** Cell************** E-************************

  

  Business Response

  Date: 07/18/2023

  We have been in receipt of your Better Business Bureau concern and have been unable to pull up an account with the information provided. 
  May we please have the customer/billing number or telephone number associated with your complaint? Is this complaint against ADT LLC, Protection 1 or Blue by ADT/Lifeshield? 

• Initial Complaint

  Date:07/05/2023

  Type:Sales and Advertising 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.

  Misrepresentation of products and sales of equipment under false pretenses.

  

  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 removed the equipment & released the customer from contract. 

• 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.

  I am very displeased with Safe ******************************* I was lied to from the very beginning. I security cameras never functioned properly and when I asked for support and service on those cameras they wanted to charge me a trip fee. The cameras never work to begin with. I tried to cancel my service but the said Id have to pay the remainder of my contract up front. So I continued to use them. I moved 2 years into the agreement and needed to transfer my service across town. They said not a problem and said I needed to sign a transfer request form. Unbeknownst to me the had my sign another contract when they knew I was very upset and not happy with there service. ADT is bamboozling customers into long contracts. And then lying and withholding information.

  

  Business Response

  Date: 08/22/2023

  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 contracts are non-transferable. The customer was e-mailed the contract on 06/16 & signed it prior to the 06/24 activation appointment. 

  The customer did not exercise their 3 Day Right to Rescind, to be released from the agreement.

  The balance is valid.

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20274935
  
  I am rejecting this response because: If they had looked in to my account history they would have seen that I was extremely displeased to say the least with this ADT their services from day one. There is NO way I would ever willing accept to and reinitiate another 3 year contract with them. They had be on the hook for the initial 3 years so when I moved across town and the rental house ALREADY had an ADT system with all the sensors installed I thought to myself well I'm already going to be paying for this for the next 12 months I might as well get something for my money and simply requested to transferred service to the new address. I called ADT to explain this exact information. Their response was not a problem **************** we would be happy to transfer services. I even paid there "set up fee" keep in mind there was quite literally nothing to install. Never once did they verbalize to me that I would be signing another 3 year contract. They deceived me into believing it was a transfer of address request. Any attorney will have a field day with this. I honored my initial 3 year agreement and I want a full refund of $803.16 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/26/2023

  ADT stands by its decision & considers this case closed. 

• 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 has been informed on the phone and sent in snail mail writing also at their request that my account be cancelled. I do not need security system. Cancel and don't charge me. They sent another bill yesterday. I don't have an alarm system. I can't and don't want to use their services.They're unethical. They hung up on me. Put me on long holds. Their employee told me that it's almost impossible for anyone to cancel their service. I don't need and don't to pay for their service. I am unwilling to pay for the service. I sent a second snail mail note yesterday saying cancel service. Don't charge me. I want them to finish the job. I don't need their service. I am unwilling to pay.

  

  Business Response

  Date: 08/13/2023

  We regret any inconvenience the customer experienced & apologize for their frustrations. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  ADT has cancelled & cleared the balance. 

• Initial Complaint

  Date:07/05/2023

  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.

  We initially attempted to contact ADT to cancel our services b/c we were selling our home. ***** changed his mind and deal fell thru. We then attempted to call ADT back and made several attempts to ensure our system would remain on/active. Their service center transferred us over and over. This morning (7/5), our credit card was charged for approx. $1100 for the remainder of the contract, they shut off our app access. When we initially tried to tell them we longer wanted to cancel, they said we had to sign ANOTHER three year agreement even though we were 15 months into an existing one. My husband said that is not right and only wanted to reinstate the existing one which we only attempted to cancel during a two week period when the buyer was back/forth (he was a cash offer so closing was supposed to be < four weeks). ADT is fraudulently trying to bill our credit card for services - they're canceling the contract when in reality, if they are charging $1100, they should be forced to uphold the monitoring. Our alarm has NEVER gone off in the 15 months we've paid them over $750 for basically having access to an app. THIS COMPANY SHOULD NOT BE ALLOWED TO STAY IN BUSINESS. THEY RIP OFF INNOCENT CUSTOMERS. WHY DOES THE BBB GIVE THEM AN A+ RATING???

  

  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 have confirmed that the account is reinstated & a refund has been processed. 

• Initial Complaint

  Date:07/04/2023

  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 paid off the full balance of my security account totaling $831.48 on June 1st. Since that day, ADT has continued to take monthly payments of $48.92 a total of 4 times despite the contract being paid off and cancelled. I have even gotten a new card, and blocked them from my bank, but they have utilized a different name to be able to pull funds that they are NOT AUTHORIZED TO TAKE

  

  Business Response

  Date: 07/21/2023

  We were able to successfully reach this customer &advise them that their account has been cancelled as of 7/4/2023 and they should not receive any further charges to the payment method on file. 

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 20272595
  
  I am rejecting this response because:

  I paid off the account on June 1st. 
  the account needs to be cancelled effective June 1st not 7/4/23.

   

  Furthermore I have not yet been refunded for the following payments:

  6/1/23-$48.92

  6/6/23-$48.92

  7/3/23-$48.92

   

  I have filed disputes with my bank for these transactions and ADT provided a contract showing I am in contract with them. Therefore, the bank has sided with ADT and denied my claims. 
  

  I would like to be refunded for the erroneous payments that were pulled as well as the account closed date to be reflected the correct date of my payoff date of 6/1/23

  The claim #s with my bank are as follows:

  0001964008 $48.92
  0001935040 $48.92
  0001947620$48.92

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

  Customer Answer

  Date: 07/24/2023

  As I mentioned in my rebuttal to ADT LLCS response, I have been denied my bank disputes for the erroneous transactions pulled by ADT with my bank Santander.

  
  

  I requested the documents which ADT provided Santander to that ultimately led Santander to side with ADT and by law they had to provide me with those. 

  
  

  I received the documents today, and they are attached. 

  
  

  On 6/16/23, 15 days after I paid them off, ADT told my bank that I am commuting friendly fraud by requesting a refund DESPITE the fact that I paid them off and the money should have never been taken out to begin with . Now they are slandering me, when they are the ones who have pulled ***** from me 3 times after I paid the contract off in full on 6/1/23. I would like to add this to my rebuttal. 

  
  

  Furthermore, they falsified documents showing that I placed an order on 6/5/23  which is after I paid them off in the amount of $831 of my hard earned money. 

  
  

  I would like this added to the rebuttal for the record along with the attachments.

  
  

  I have done everything in my power to have them rectify this situation. I have spent countless hours trying to get this fixed. All I want is my money back and for them to stop charging me and to backdate my cancellation to 6/1/23 when they were paid off and I requested cancellation.
  

  

  Business Response

  Date: 08/21/2023

  Blue stands by its decision & considers this case closed. 

• Initial Complaint

  Date:07/04/2023

  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 paid ADT appox $2161 to install 3 cameras, 3 door sensors, 1 motion detector. The primary goal of installation is real time remote moniroring. Within a few weeks of installation I received notice from my internet provider xfinity that my data limit was 75%, then shorly later 90% and I will be charged for overages. By the time I verified the cameras were using all my data I unplugged them just in time before I went over on data. The installer tested the internet before installation and said it was adequate. No discussion of slowing or data overages were mentioned as a warning. I would have to pay additional of about $25 per month to my ISP to use the cameras. The system does not work as sold and installed. The cameras were glitchy so I purchased additonal wifi extenders and they work adequately except for the shop camera was still glitchy. I have been paying monthly fees for a few months. I request that they come and get their system, I do not request a refund of money but I will not pay more.

  Customer Answer

  Date: 08/01/2023

  ADT called me and I let them know the product does not work.  They listened but there was no remedy offered.

  Then I received another text asking for payment.  

   

  

  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.

  The customer does not qualify for our 6 month Clause. Issues with the customer's internet do not qualify for release. 

  Customer Answer

  Date: 08/12/2023

   
  Complaint: 20272067
  
  I am rejecting this response because:

  We called ADT again to request that they come get their equipment.  They said they needed to check further with a technician (three times according to what we were told is their policy).  We scheduled a technician to come out and review our problem this was the third time.  The first time the tech came out to fix a camera that was not working we purchased additional equipment.  *********** was still not working so I proviided an additional plug in for another service call.  The tech came out after I had provided the plug in and installed the equipment.  Now all the mostly cameras are working as originally installed but the data is being consumed at a rate that far exceeds our data rate even after working with ADT to lower the quality of the images to their lowest setting.  So after all these attempts to fix the system the ADT technician came out for the third time as per ADT stated policy and said there is nothing theycan do to resolve the problem (see attached work order).  

  Then we called ADT back to let them know the tech had visited and was not able to resolve the system, they said they would call back within 48 hours to resolve the issue.  It is now five business days later and they have not called us back.

  We started the process of resolving the system problems and data usage within a week of installation and have been proactive and timely in our efforts to fix the system.  Their policy for cancellation is within six months of installation and we canceled our service after approximately six weeks of installation so we are well ahead of thier time frame requirements.  

  Also we had paid over $2000 and added electrical service for the short amount of time that we were trying to make the system work.  Now they want about $3000 to cancel our service.  I informed them that we never had a working service to cancel which is supported by their own technicians service visit in writing per the attached work order.

  This is bordering on elder abuse because I am over the age of 65 and they are blatently avoiding us. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/21/2023

  ADT stands by its decision & considers this case closed. 

• Initial Complaint

  Date:07/03/2023

  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 cannot cancel my contract that is now month to month. I signed the three year contract on November 29, 2023. I have tried numerous times to cancel my service through their service number and I am continually transferred to another person. I started last month in June 2023 and my last interaction with them for a few hours was onJuly 3, 2023. I tried to remove my credit from their auto-pay system and it appeared to be removed but when I checked today, it was back on with a note that I would have to call the customer service number to get my credit card removed. I need my service cancelled. My service contract contract number is *********. There is.no way to cancel services other than to call them. I cannot do this on their website our through email.

  

  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

  Until now through the better business bureau, ADT would not acknowledge in writing that my services had been cancelled.  I was afraid to pay off any balance until they acknowledged cancellation.   One dispute item remains that they would refund me my money based upon an April 8, **** notification date.  I spoke to **** in ******* who works in accounts management on 7/10/2023 and she said that she would process a refund based upon a 4/8/23 notification.  She assigned a case number 06215682. 

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20271635
  
  Until now through the better business bureau, ADT would not acknowledge in writing that my services had been cancelled.  I was afraid to pay off any balance until they acknowledged cancellation.   One dispute item remains that they would refund me my money based upon an April 8, **** notification date.  I spoke to **** in ******* who works in accounts management on 7/10/2023 and she said that she would process a refund based upon a 4/8/23 notification.  She assigned a case number 06215682
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/14/2023

  As a gesture of goodwill, we have waived the past due balance. 

• Initial Complaint

  Date:07/03/2023

  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.

  Customer Account # ********* End of December 2022, I was in a month to month service agreement and I contacted ADT because of an annoying battery signal. ADT put my alarm in a "standby mode" until I could get the battery change completed. I specifically asked for a Tech to be sent as I would rather not deal with the alarm because I know (recall from friends and family) that the battery change can be problematic. Honestly, I felt like they gave me a run around with a myriad of reasons that didnt make sense because I have been with this company since I moved into this home in 2015. I accepted their it will be easy until March rolls around and still no batteries in the replacement, so no alarm for months - I am busy, we were dealing two family members with serious illness and I don't want to do it and I'm paying for this service. I decided to call ADT to see if they can help as I'm paying $90. Plus a month and I do not have any cameras, smoke alarms etc and Ive been unable to use the service for months and I do rely on the service. I figured that maybe I could also negotiate a price reduction too. The service man explained that my monthly price has always been this rate but he could reduce it by $10/month and he would send me batteries in the mail. (No mention of a contract renewal at that time, as I was on a month to month, but they did record me saying I agreed to this price adjustment.) Again, it was explained that it would be really simple. It wasn't, even my Dad had a difficult time getting it open. The next am, I am trapped in my home at 7:30 am and after dealing with several service people providing unhelpful information for the situation, I left and arrived to work late but was assured that the alarm was in standby mode, also not true as I had the police arrive on my deck at 9:30 that evening. This past week, I received a bill for $516.48, not in a contract plus, electonically debiting my account in the amount of $94.00 as well already this month.

  

  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.

  The customer verbally extended their contract, in exchange for a lowered rate. As a gesture of goodwill, we have waived the balance. 

• Initial Complaint

  Date:07/03/2023

  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 ADT Blue account for MONTHS now. I had ADT at my old rental property with no issues. When I moved a few blocks away, I wanted to continue using the service, so I called to cancel at the old address and move it to the new address. The woman I spoke to sold me on ADT Blue. When I moved, I tried to install the new service but it did not work properly. I called to try to get some help setting it up but that didn't do the trick. Because I was within my 30 day trial, I tried to cancel. After a long time on hold and speaking to several people, I was told it was to be canceled. Lo and behold, I kept being charged for it. So I called again and tried to get help getting it to work again, and it did not work-- the app wouldn't connect properly to the service and I could not get the cameras to connect. I then called again to try to cancel. I have now called about 20x over several months to try to cancel. I have spoken to countless agents. I have been disconnected randomly. I have been put on hold for ages. I have been transferred and transferred and transferred again. I have spent HOURS of my time trying to get rid of this service that I have never used. On the latest call, this past Friday, I was informed that there was no record of me having had tried to cancel the service, and he told me that because it is outside of the 30 days trial I can't cancel (as I explained earlier, I tried to cancel in the first 30 days and it did not go through for whatever reason). The agent I spoke to tried to offer me a credit to ADT regular but I do not want to work with this company anymore. I have been charged hundreds of dollars for a service I tried to cancel and am not being allowed to cancel. I asked the agent on Friday to speak to his boss. He told me it was the end of the day and I couldn't, but he would have them call me today (Monday). And, of course, today I received no call.

  

  Business Response

  Date: 08/22/2023

  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.

  Blue has no record of the customer cancelling within the first 30 Days. We have advised the customer of their options & that early termination fees will apply. 

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20271060
  
  I am rejecting this response because:

  The fact that your company did not record anything about my original call is not something I should be punished for.  I can tell you exactly how that day went.  I called ADT (regular, not Blue, because I did not realize Blue had a separate number at that time).  I was transferred to multiple operators before someone helped me and were presumably from the correct department.  They told me to call another number, which I called, and again got transferred to multiple numbers before I finally spoke to someone who would allow me to cancel.  That person told me my account would be cancelled, and then I learned that it was not.

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

  

  Business Response

  Date: 09/25/2023

  Blue stands by its decision & considers this case closed.

  We have pulled the phone call recordings associated with the customer's account & have confirmed no cancellation calls within the 30 days.