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

  6931 Vista Pkwy N Ste 16 West Palm Beach, FL 33411-2720

  
• 

  ADT Security Services

  2801 Gateway Dr Pompano Beach, FL 33069-4324

  
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  ADT Security Services

  125 Av. Eleonor Roosevelt San Juan, PR 00918-3106

  
• 

  ADT Security Services

  814 Arion Pkwy Ste 220 San Antonio, TX 78216-2837

  

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.

  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.

• Initial Complaint

  Date:07/02/2023

  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.

  Hello my name is ************************* I was former customer with ******** ********************** system, maybe around two years ago or so ******** sold all there accounts to ADT security services. Around that time frame at my current residence my alarm system service was not being actively monitored/serviced by ADT. And they continued to try and bill me for service at another address located on *********** in ********** **. That I have no association with nor have I ever lived at the address. ADT is basically billing me for service at someone elses address. I have called and complained numerous of times and ADT has done nothing to resolve the issue. ADT actually sent payment over to debt collectors. My main complaint is that I should not have to pay for security service at another persons address to which I have no association with. And even at my current address ADT does not monitor my security system. Ever since ******** security system service accounts was transferred to ADT there has been ongoing issue with ADT in regards to billing me for other ADT customers services.

  

  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 waived the balance. 

• 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.

  I have cancelled my ADT account five months ago. This is the 4th bill that I have received since I canceled my account. They constantly send me payment due notices despite my confirmed cancellation. Every time I call to confirm cancellation, I am advised that the only way I can verify cancellation is to speak to the customer retention department. The wait is ALWAYS one hour - undoubtedly to discourage callers. I am advised that there is no email address. However, I still send letters and emails to customer service without a response. Most recently, I was even given a confirmation number. But I still RECEIVED my 5th bill. I am forced to pay in order to avoid a negative credit reporting. I read online that ADT is notorious for this type of dishonest conduct. I want to stop paying ADT when I have cancelled my contract several times. Please help me. Thank you. This will not stand! You will not lock me into a contract against my will any longer!

  

  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 requires a 30 Day Notice of Cancellation. As a gesture of goodwill, we have removed balance. 

• Initial Complaint

  Date:07/02/2023

  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.

  We had a house fire Feb 2022. I called ADT to cancel service. They said they would suspend my service. I said absolutely not my home is uninhabitable right now. ******* said Ill suspend it for 6 months and you call back to cancel. At this point I was angry I stated I just ************, we cant live there and I want service cancelled and as of now will never be returning to ADT in the future! He never listened and just suspended service when I called to cancel the service several times all of the above was noted in my account! Now they have sent me to collections for the back owed AFTER I canceled my service. This business is horrible and should be the last thing I have to deal with especially since my family and I are still not back in our home! I am requesting a billing adjustment and a retraction on my credit report had they put a negative comment there!

  

  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 waived the balance, as a gesture of goodwill. 

  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: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 May my family purchased new IPhones we contacted ADT to get instructions for using the ADT app to control the system like wed done for many many years. ADT advised that to continue using the app wed have to upgrade our system at the cost of many hundreds of dollars We decided to discontinue their monitoring service and received an invoice for $317.00 as a penalty for discontinuing the service. ADT is the source of us not being able to continue using their monitoring. We should not have to pay to upgrade or pay to discontinue a service that no longer works

  

  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 is not liable for ******** phasing out their app. We provided the customer with a discounted quote proposal, to gain the remote capabilities.

  The account has been cancelled & valid contract termination charges have applied. 

  Customer Answer

  Date: 08/01/2023

  When a repair was completed early in the year the technician had me sign a long document acknowledging that the repair had been completed to my satisfaction.  At no time was I informed that this form was a contract.  I paid for the repair and the technician departed.

  When I tried to explain that their offer of an upgrade (hundreds of dollars!) was not acceptable their very rude agent (****) indicated that I was stupid for not accepting the offer and I immediately cancelled my association with ADT.

  The $318.00 fee is ridiculous since the problem causing the system not to work was their problem, not mine.  The rudeness I experienced was so unexpected.

  I should not have to pay their fee.

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20266284
  
  I am rejecting this response because: 

  When a repair was completed early in the year the technician had me sign a long document acknowledging that the repair had been completed to my satisfaction.  At no time was I informed that this form was a contract.  I paid for the repair and the technician departed.

  When I tried to explain that their offer of an upgrade (hundreds of dollars!) was not acceptable their very rude agent (****) indicated that I was stupid for not accepting the offer and I immediately cancelled my association with ADT.

  The $318.00 fee is ridiculous since the problem causing the system not to work was their problem, not mine.  The rudeness I experienced was so unexpected.

  I should not have to pay their fee.

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

  

  Business Response

  Date: 09/05/2023

  As a gesture of goodwill, ADT refunded $218.82 of the final balance paid.

   

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20266284
  
  I am rejecting this response because: the amount I was forced to pay was $318.82
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/13/2023

  We consider this case closed.

  No further refund will be provided.

  Customer Answer

  Date: 10/13/2023

  While ADT did refund me $281.00 their charge was $381.00

  Customer Answer

  Date: 10/13/2023

   
  Complaint: 20266284
  
  While ADT did refund me $281.00 their charge was $381.00
  
  Sincerely,
  
  ***************************