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, Inc.

  8751 Park Central Dr Ste 100 Richmond, VA 23227-1162

  
• 

  ADT Security Services

  1400 Montlimar Dr STE B Mobile, AL 36609-6513

  
• 

  ADT Security Services

  47-40 21st Street Long Island City, NY 11101-5448

  
• 

  ADT Security Services

  5 Marway Cir Ste 17 Rochester, NY 14624

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:07/02/2023

  Type:Delivery 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.

  6/2020 set up security service of approx $3000 for equipment installed plus monthly monitoring for 3 yrs. Told could transfer if moved and will not have to pay for equipment would receive new. Being given self install equipment with less sensors plus being charged $537.90 for 6 additional sensors to self install package. The order number is *******. When I informed I was moving, they somehow lost/ deleted my order. I called about 10 times, transferred to wrong depts multiple times. Each attempt 1 hour or more left waiting. Argued with, told I never placed the first request, yet I received equipment with pacing slip and order number. Finally made 1 contact who assisted, it am still being charged for equipment and for self install. I feel lied to and taken advantage of by ADT charging me for less sensors above the self install package and also having to install myself. I also have not been protected for almost 2 months, am 72 and live alone in a rural area.

  

  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.

  We reworked the customer's order. 

  Customer Answer

  Date: 08/01/2023

  What is the resolution? The options tab does not open. All the message says is the order has been re-worked. What does that mean? No one form ADT has contacted me.

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20265940

  
  What is the resolution? The options tab does not open. All the message says is the order has been re-worked. What does that mean? No one form ADT has contacted me.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/06/2023

  We show that the customer's DIY account has been active since 07/6. A new account & order was created & shipped. 

  Customer Answer

  Date: 09/08/2023

  I have NOT received anything new from ADT, nor have I received ANY communication or details. I have not received any corrected invoice or payment information !

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20265940
  
  I have NOT received anything new from ADT, nor have I received ANY communication or details. I have not received any corrected invoice or payment information !
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/20/2023

  We have completed a virtual service appointment for ***************** 

• Initial Complaint

  Date:07/01/2023

  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.

  7/1/23 called to cancel service as we will be moving in the next few months. We knew our 2 year contract was up or close to being up. After a lot of run around disconnection and more run around and long waits finally got someone on the line. She tried her best to get me to stay saying I had earned credits for a free upgrade on equipment etc. After I told her I didn't need a system where I was going she tells.me about the 30 day cancellation notice ok that's fine I gave a 60 day. Suddenly she tells me there will be a $600 fee for early cancellation. I'm like no we had a 2 year contract and it was up in June. She tells me I signed a 3 year contract and it's up May ****. I asked for a copy of the contract and she sends one and says it has my signature. It does not it has very squiggly initials definitely not my handwriting. I tell her this and she's saying that the name on the contract matches the signature signed. I said there is no signature it's initials. 1. I would never put initials where it says customer signature 2. It's not my handwriting and 3. When I sign my initials I include my middle initial. I looked over the contract to see if there were any other signature or initial lines on it and there's 2 but again neither of those are in my handwriting.Apparently they have a 3rd party company called safe streets getting people to sign up and I feel they are doing some shady stuff. I don't believe this is a valid contract. I did not initial or sign this contract. There is actually no signature on the contract line. I would have never agreed to a 3 year contract because I knew we would not be here in 3 years the ** rep I spoke with was of no help

  

  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.

  We have attached the Certificate of Completion that we received from DocuSign, with the footprint details of the contract signing. 

  The contract was signed on 06/17/2021 at 5:17pm by e-mail address **************** & was authenticated via sms under phone number: **************.

   

  The contract & its terms are valid. 

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20264523
  
  I am rejecting this response because: that is not my signature. I can provide proof of my signature upon request from other documents I have signed and that is not nor has it been my phone number.  My number has been ************ since 2007.  The terms of the contract I signed was a 2 year contract not a 3 year contract.  My daughter was there at the time and confirmed that she heard the salesman say it was a 2 year contract because I would not do a 3 year cintract
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/30/2023

  We stand by our decision & consider this case closed. 

  Per DocuSign, the contract was signed via the customer's e-mail address. 

• Initial Complaint

  Date:07/01/2023

  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.

  Representatives from ADT came to my home and told me that they had bought out Brinks Home security. They came into my home and updated my system and asked me to sign a form to stop auto draft payment to Brinks and start auto draft payment to ADT. After more than 18 months I noticed that both payments were being deducted. I have contacted ADT multiple times and asked if they did buy out Brinks and each time I get a different response sometimes yes, sometimes no. I currently have the ADT system but take issue with their deceptive practices and believe I should be refunded the money that was double paid.

  

  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.
  
  The customer has been advised that we are unable to refund for what he was paying Brinks directly.

  Upon review, the customer became an ********************** customer via an authorized dealer by the name of Safe Streets ***, per the contract. They are an independent company & we are unable to verify what the customer was verbally advised by the Safe Streets representatives. 

• Initial Complaint

  Date:07/01/2023

  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.

  I have been a customer with ********************** for years, and it has been horrible all they ever say is sorry. I recently relocated and I called 3 weeks before I moved to set up an appointment for service at my new house. Well july 1 arrived, and on June 30th I received an email reminding me about my appointment for July 1st for service. Well the tech never showed up I called and they said he had car trouble and tried to call me, however I never got a call or a voicemail. The next person I was transferred to said they never had a record of the appointment even though I had emails saying I had an appointment. More transfers later and nothing accomplished. They informed me that i was not getting an installation today but a consultation which was news to me cause I had done this on the phone 3 weeks ago. This was supposed to be to see what new equipment I wanted apparently. More transfers later I assumed this was handled and I agreed to pay 100 dollars for the install for new equipment for another upcoming appointment for July 8th. An hr later I call them back they have now charged me ****** and when I asked them about it they say its a cancellation fee. I never canceled, I relocated and they told me the equipment had to be set up in the house first and they would give me the money back. That would have happened today prior to the charge, but the tech never showed so this is their fault and I should have never been charged. The associate I spoke to about it was rude he told me that I was not gonna get my money back until I got the equipment set up .. they took money from me under false pretenses. The associate on the phone told me I could call the bank he didnt care I wouldnt get the money back. I asked how much to cancel my derive and got the run around after this. Im still confused how we went from installation payment to cancellation ADT I give them zero stars I would never recommend. One more thing please train your clueless, and unprofessional staff.

  

  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 $187 was the customer's cost for equipment; which was paid as a deposit on 07/01.

  The customer contract termination charges/cancellation fees totaled $381.28 & was waived on 07/09.

• Initial Complaint

  Date:07/01/2023

  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.

  Today is July 1, 2023. For the past several weeks I have called ADT consistently to request they repair my system so that it is totally serviceable. I have been with ADT for nearly 30 years and have a *************** Plan with them that I have consistently paid for over the years. They refuse ti recognize the plan, but will give advice over the telephone. Each time I call, I receive a new diagnosis of the problem and new and different instructions as to how to rectify the problem. A diagnosis by a qualified technician is what is needed, but they refuse to send one to my home to do the evaluation. I'm joining the incredibly long list of dissatisfied customers.

  

  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 replaced the battery.

• Initial Complaint

  Date:07/01/2023

  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 tried to cancel subscription with ADT security. Its almost impossible. They run you in circles and tie you up endless amount of time. My bank says they cant stop auto pay so Im at the point of where Im ready to go to another bank just to stop the payments from coming out. Would not recommend this kind of company to anyone! Im done!!

  

  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:07/01/2023

  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.

  Hi there! I'm writing on behalf of my father, ****, who has been an ADT customer for years. Recently, they've been charging his credit card from $60 to now $70.64 without any written acknowledgement whatsoever. He's tried to call them to cancel the service altogether, but with no avail, as the wait/hold times they put him on exceed 30 mins or more, only for them to hang up on him. The one time a few weeks ago, he was able to connect to a representative named *****, who confirmed that instead of cancelling the service, they will reduce the monthly billing to $25 instead of the $70.64. My dad asked for ***** to send a written notice via mail or email ************************** ************************** but those never came, and he is still being charged $70.64. Since then, he's tried calling them to ask about this situation and to cancel, but they continue to put him on hold for ridiculous amounts of time, and then hang up with no follow up or remedy to this issue. We're hoping that with this complaint, we can ultimately just cancel our services with ADT forever, as it's become extremely frustrating to not receive any form of customer service at all from this company.

  

  Business Response

  Date: 07/28/2023

  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 backdated the customer's cancellation & processed a refund.

   

• Initial Complaint

  Date:07/01/2023

  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.

  For the past 4-5 years system has been inoperant requiring sensors bypass, during which we continued paying for the service but not activating it. About a year ago we had experienced so many screaming middle of the night FALSE fire alarms, we requested it be shut off remotely by ADT. It takes a lot of wait time for these calls, but they couldn't do it. Since COVID was still active, and ADT service is rarely on time or convenient, we didn't request any. Just wanted the service off. I informed ADT I was disconnecting power to their equipment and no longer wanted to pay ADT. The system has remained disconnected since. ADT keeps demanding I pay for ************* ADT has since racked up $393 in billing and sent that to collections. When I call their collections or ADT I'm on hold for long periods, and no one, absolutely no one, can do anything!! They reference some 18 year old contract and the only option is to pay! I paid for no service for a couple of years, but at this point I want out. They claim no record of prior contacts!

  

  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 last service call on file took place in 2015.

  Due to tenure, as a gesture of goodwill, we have waived the balance. 

  Customer Answer

  Date: 08/03/2023

   
  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:07/01/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Adt will not allow me to cancel services. They will talk to me about anything else. But will put me on a hold that never get thru. My contract has been up but they will not let me cancel.

  

  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 cancelled the customer's account, per request. 

  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:06/30/2023

  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 recently purchased a new phone and had to reset my password. I called in and spoke with one of their female representative. She said something about locking in my rate for 3 years or something about my rate wouldn't go up. She then read me something. She also stated that she will send me an email of the agreement. I never got the agreement from her. That was back on the 23th of July, it now the 30th of July. I still haven't received the email yet. I tried to call in to their customer service number. I was on the phone for more than an hour and still no one picked up. I wanted to void whatever that I agreed to. Since I don't know what the agreement was.

  

  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.

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20262526
  
  I am rejecting this response because: that doesn't solve anything and I still have received a call form adt. And still have received what I requested. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/30/2023

  We do not have a copy of the e-mail transaction.

  However, we have confirmed that the customer has a locked-in rate.