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

  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:07/03/2023

  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.

  Problem: Alarm system not working. Tried to cancel ADT account and keep getting the runaround -ADT alarm system in home since 8/30/13. Occasional problems but worked ok. -6/13/23: 2:28am alarm screeching for no reason. Equipment failure. talked on phone with ADT tech for over an hour to try to resolve, but didn't work. Tech on phone said to call ADT next day to schedule onsite visit which would cost $59.-6/13, 3:34pm. We had decided to cancel our ADT acct. Expensive, unnecessary, & not locked into a contract at that time. Called ADT rep to cancel. After answering Q's for 30 min explaining why we wanted to cancel, ****** promised to send tech within 3 days, waive the $59. Then asked if we would consider remaining for 12 months at a reduced fee of $35 mo. We agreed.- **** - ADT tech called and said they would do a remote correction, not on site. We declined, explaining that had already been tried and didn't work, and we expected an on site repair.We had to call three more times before they would schedule the onsite tech for 6/20.-6/20 Tech called to say he was on his way, reminded us we would be charged $59. We explained fee had been waived; he disagreed. We told him to check with his supervisor, who also said there was no waiver- we would have to pay. We told him not to come.-6/21 1.5 hrs of phone calls to ADT, no resolution. Just kept getting passed from one to another.-Supervisor returned our call 6/22 5:53pm, We missed it, but immediately called back, on hold 30 min, then had to explain all over again. Never did reach supervisor., Gave up on phone tag, sent 4 emails. No response.-7/3 Called ADT again to cancel, since tech at no charge never happened & we are tired of the runaround, when all we wanted to do was cancel. Agent said today we are now locked into 12 mo. contract & would have to pay $385 to cancel. She said she could assign a tech visit. We asked to talk to supervisor, was told it would be 48 hours. No option to remove Credit Card on file.

  

  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 applied the lowered rate & we are scheduled to return to the home on 08/25.

  Customer Answer

  Date: 08/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. This seems to be the only possible option, and while we are unhappy with the methods ADT has used to trap customers with "verbal phone agreements" with no written documentation, we will accept their latest effort at resolution.
  
  Sincerely,
  
  ***** and *********************

• Initial Complaint

  Date:07/03/2023

  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.

  Tricked into signing a contract. Moved out of home and into a rental property ADT would not allow me to transfer service to new home owner.

  

  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 affords customers 3 business days to review the contract in full & be released if needed. The customer did not exercise her 3 Day Right to Rescind. Our contracts are non-transferable. 

  In order to be eligible for waiver of contract termination charges, the customer must relocate the ******************** or the new homeowners must acquire the service (under their own contract). 

• 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.

  Alarm system is malfunctioning, alarm is going off at 3am in the morning. ADT refuses to fix it unless i pay them $600 to upgrade a panel. I am current on all payments. This is extortion and the absolute worst customer "service" i have ever seen! They said "we can not fix it unless you pay us!" "we have payment plans" I should not have to pay them to fix their system i pay for on a monthly basis! to work!

  

  Business Response

  Date: 08/01/2023

  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's preexisting equipment was obsolete. We completed a discounted upgrade at the location. 

• 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 used ADT monitoring service for 25 years and I am not under contract. I want to cancel my service with ADT. Many phone calls to cancel have put me on hold for up to an hour at a time with no one answering my call to cancel this service.

  

  Business Response

  Date: 07/31/2023

  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 closed;with a zero balance.

• Initial Complaint

  Date:07/03/2023

  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.

  The issue began in June 2023 with ADT Security ***************** I was contacted about a move I was do for a new job. They asked if I wanted to transfer service and stated yes and wanted the new address. Not having a new place yet I told them I would have to contact them at a later date once a new home was secured. When new home was secured I reached out to ADT representative and was told by said individual, "I am in the field can you text me and I will be in touch with you". I did not but was never gotten back in touch with and so I moved. Once in my new house I called ADT about the transfer and spoke to an individual who quoted me a price that was acceptable. When I received the confirmation call for installing I was told a different price. After a heated conversation I told the individual to cancel the installing and transfer to someone for cancellation and that I am thinking about reaching out to BBB. I was told to go ahead and transferred me to another person. That individual listen to me and put me on hold and then hung up on me. After calling back and speaking to another individual, I told them I would make the last payment of $53.99 and then we all were done. It was agreed. Now I have a bill for $310.89 for breaking the contract. I should not be responsible for that amount due to their poor customer service. I called on 7/3/2023 (and this called lasted over 45 minutes with multiple transfers) to try and resolved this issue but was transferred to four different individuals with no success. I also would like a refund of $310.89 that I had to pay now so that it would not affect my credit score.

  

  Business Response

  Date: 08/01/2023

  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.

  Contract termination charges are eligible for waiver/refunding under the following contingencies: 

  The customer acquires new service, under the ********************** umbrella or the new homeowner acquires the service. This option is available 24 months from the date of cancellation. 

  Customer Answer

  Date: 08/01/2023

   
  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:07/03/2023

  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.

  Security system no working. No service available until 7-7-2023

  

  Business Response

  Date: 08/01/2023

  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:07/03/2023

  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.

  I contacted ADT to cancel service today (7/3/23) as I no longer require monitoring. I have had my account for 8 years. After they transferred me at least three times, now they are telling me that since I cancelled they will be "disabling my keypad" and preventing my system from arming/disarming. I PAID for this system when i signed ** in 2016, I OWN it. Just because I don't want to pay for monitoring it any more does not give them a legal right to prevent me from using it locally if so chose to do so. I'm filing this complaint today because what they are trying to do is illegal and they need to be held accountable for this business practice.

  

  Business Response

  Date: 07/31/2023

  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 reinstated their ******************** & was provided a lowered rate. 

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20268545
  
  I am rejecting this response because:

  well, I did ultimately decide to reinstate my service, I had to write to the executive team in order to get the matter handled properly.  Also, the business still did not address my concern.  If I canceled my service in the future, I should still be able to arm and disarm the alarm in My Home with or without monitoring.  I want that point clarified before I accept their final response.

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

  

  Business Response

  Date: 08/30/2023

  ******************** contract states the following term, in Section 18. COMMUNICATION FACILITIES. - :

  In the event of a default and/or termination of the Contract, Dealer has the right under this Contract to reprogram or disconnect my Equipment so that it no longer communicates with the central station,
  without notice to Me.

  The alarm system may still function locally, after cancellation. 

  Customer Answer

  Date: 08/31/2023

   
  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. That said, it should be noted that when I contacted ADT to originally cancel my service, I was told that I would not be able to use my alarm locally. Based on the contract snippet they provided, it appears that customer service lied to me.  While I will accept this response to close, ADT still has poor customer service. 
  
  Sincerely,
  
  ***************************

• 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 with ADT for 14 years and noticed my bill increased over $60. So I started calling trying to get to the bottom go "why" before I pay by next bill. There was back and forth trying to get someone on the line. Got one person who said it was for a replacement battery a few months ago (mind you I was too it would be free) then I was told it was because I paid towards my equipment ( I have $5.53 taken out monthly for equipment I had installed a few months ago. Well I got in touch with a guy on Friday 6/28/23 who advised me not to worry about it. It's taken care of, he see I've been with ADT 14 years and I am good to go. I am thinking that meant that the extra charge was cleared off and I should be able to continue with my previous billing. Will this morning I see a charge of $167.80 on my banking statement where he has charged my account without my authorization. I called in to speak to a supervisor (which is a joke) and they advised me in my contract I give them authorization to do that. No sir, you ADT only has authorization to take $5.53 out of my account monthly. Next, he disconnected the line and when I called back the next agent sent me to the wrong department. Called back again and was told I couldn't get a supervisor until 4pm. Mind you it is 10:36am set currently. Calls are recorded and it is easy to go back and see I did not give anyone authorization to deduct $167 from my bank account. I tried doing this the right way and received no help and nothing but attitudes. The customer service is horrible, as they do not have Empathy! Refund me my money and I will pay my monthly bill like I do each month, after you all find out what is going on. You do not have the right to just take people month out of their accounts.

  

  Business Response

  Date: 08/01/2023

  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 gone over the billing with the customer. 

   

• Initial Complaint

  Date:07/03/2023

  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.

  1) Transaction Date: Saturday, June 3, 2023 2) Amount paid to ADT for services rendered: $3249.55+3) Business committed to me the consumer: Security System plus the $100.00 **** reward card 4) Dispute: $100.00 ADT **** Reward Card not honored one month after the home security install 5) This problem has not been resolved after talking with ADT staff and trying to contact *************************, CEO of ADT 6) ADT Account# ***********) Please help me fix this problem as a consumer I feel that I have been frauded by ADT.8) Desired settlement: $100.00 ADT **** Reward Card as promised by sales staff and **** the security installer on Saturday, June 3, 2023 as I'm not the one at fault.

  

  Business Response

  Date: 07/31/2023

  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 processed a credit & refund of $100.00.

   

  Customer Answer

  Date: 08/01/2023

   
  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:07/02/2023

  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.

  ADT charged me for monitoring service on June 1st, 2023 when I activated the system. However, the system was supposed to be on practice mode for only 7 days, but it remained practice mode for more than two weeks. I made multiple calls and finally switched to real monitor mode, but I found out later from my bank transaction that ADT charged me again on June 15th, 2023 for no reason. My experience with ADT customer service was a complete disaster. The ADT system & process set its own employees for failure. The front line tech support people have 0 authority to handle anything with billing, and then they had to transfer the calls to the account team. Because there are so many people having issues, the waiting time has been more than an hour for me every time I called. And after the call, the solution may or may not be implemented by the system even I am pretty sure the account managers did their best. I am not sure how effective for me to contact ADT for this false charge. I have lost my trust in this company and its service, I just want to get the refund of the false charge.

  

  Business Response

  Date: 08/01/2023

  
  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.