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:06/30/2023

  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'm filing a formal complaint against ADT regarding the purchase of a security alarm system on March 4, 2023 in the amount of $1,333.88. On June 29, 2023, the security alarm panel suddenly stopped working. The screen turned black and became unresponsive, without displaying any prior error messages. Considering the limited warranty of 90 days, I am disappointed to find that the unit I received is defective and requires immediate replacement. Furthermore, my dissatisfaction with ADT's service extends to their handling of the situation. Despite the unit malfunctioning a few weeks after the 90 day limited warranty, ADT is charging me $59 for a service call. To exacerbate the matter, their first available appointment is scheduled for July 5th, which means I will be left without a functioning security system for an entire week. Based on these circumstances, I strongly suspect that the panel I received was not new but rather a refurbished unit. Charging me for a new unit while providing one that fails within three months of activation is both deceptive and unacceptable. As a customer, I expected to receive a reliable security system that would serve its intended purpose without such premature failures. Therefore, I kindly request that the Better Business Bureau intervenes in this matter and urges ADT to take the following actions: Replace the defective security alarm panel immediately, free of charge, in order to restore the functionality of my security system.Refund the $59 service call fee, as it is unjust to charge for a defective product under warranty.Review and improve their quality control procedures to ensure that customers receive genuinely new, reliable equipment in the future.

  

  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 is proud to offer convenient virtual service resolutions to all customers. QSP is ADTs extended limited warranty plan. Labor and replacement parts covered for ADT installed equipment only. Customer damage/misuse, ************************** installed outside cameras, acts of nature and intrusion damage are not covered. Batteries replacement is not covered. Overtime rates apply for service after-hours service calls. In the event that an ADT technician is required to visit your premises, ADT will charge an on-site assessment fee of at least $59 per visit. Current terms &conditions are listed: **********************************************************************************************************

  The customer's contract has the following clause: 

  After the Limited Warranty period I will be billed the then applicable on site assessment charge for each service visit made to the monitored location.

  As a gesture of goodwill, we have issued a one-time courtesy credit. 

   

• Initial Complaint

  Date:06/30/2023

  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.

  ADT prevents customers from cancelling by only allowing you 1 method of cancellation. I've attempted chat and email but they say you are only allowed to call them. Calling them tells me there's a 96 minute wait time. It's a completely underhanded way of forcing people to stay customers.

  

  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 confirmed that the customer's account is closed.

• Initial Complaint

  Date:06/30/2023

  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 called to cancel my service with ADT over a year ago. I continued to be billed on my credit card. After attempting to call in to get it resolved several times with wait times of 45 minutes that were always much longer than that, I eventually just cancelled the credit card.Now Ive received a letter from a collection agency for $429.58. Keep in mind, the system was ALWAYS faulty. Countless call response by ******************* for zero reason. Also, when a customer signs a contract with ********************** it requires two years of service. The address that I was canceling had been in operation for more than four years. So to remedy the issue I called the collection agency and told them what had happened. They requested that I called ADT directly to resolve. Well, I just got off the phone with ADT and they informed me that the person I spoke with to cancel the account last year didnt create any notes on the account. So because of that there is nothing they can do. I would also like you to keep in mind that ADT uses offshore call centers. Nothing against the people that I spoke with or their race or ethnicity but they dont speak the best English. So I would assume it comes down to a communication breakdown where they didnt understand me and I didnt understand them. Either way, it should not be my financial responsibility to pay for a subcontracted parties lack of understanding. Nor should it be my responsibility to pay a recurring monthly payment for an account that I canceled. Furthermore, the fact that I even received a collection notice when the account was passed. The two-year required term is absurd. We are talking about ADT policy not law. This isnt a credit card, personal debt or mortgage. Its a service that is beyond its contractual timeframe.

  

  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, ********************** has waived the past due balance. 

• Initial Complaint

  Date:06/30/2023

  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.

  My husband called ADT in early **** (approximately 6/8/23) requesting to cancel our service. We were dissatisfied because they had increased our rate substantially over time and then were going to require that we pay a significant fee (starting at $75) for a service call that was related to an issue with their equipment. When on the phone, ADT convinced my husband to keep the service by agreeing that 1. we would not be charged for the service call, 2. our monthly fee for **** would be waived, and 3. stating that our service would be $25.99 monthly going forward. My husband verbally agreed to keep the service for one year if the above conditions were met. We are now considered under contract and would have to pay a significant amount to cancel early. However, ADT has not followed through on what they verbally agreed to do. The service call fee ($63.73) was charged to my credit card, and the $25.99 per month rate will not take effect until August, meaning that we are being charged $72.61 for July despite our contract already being in effect (meaning that the rate should already only be $25.99). I spoke with an ADT representative today (6/30/23) and requested that the service fee be refunded to my credit card. She said that this could not be done (despite the fact that this should not have been charged in the first place) but that it would be credited to the account to cover our July bill of $72.61. I reminded that our rate of $25.99 was supposed to go into effect as of **** 19, 2023. She said she apologizes that we were told that, but that the rate will not go into effect until August. Essentially, we are being charged $46.62 more than agreed upon, and I would like to cancel the contract at this point because they have been misleading throughout this process. Because they did not uphold their agreement, I am requesting that the contract be considered void. I also personally never agreed to the contract and I am the only name on the account. The contract is attached.

  

  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 & phone call recording, the customer was advised that the reduction would take place during the "next eligible billing cycle". We do apologize that this was not explained.

  We have confirmed that the rate was lowered & we have processed a refund of $108.26. 

  Customer Answer

  Date: 08/07/2023

   
  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.

  ADT is not allowing me to cancel my subscription. I keep getting put on hold for anywhere from 45 to 56 minutes. I never make it that far various reasons.

  

  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. 

• Initial Complaint

  Date:06/30/2023

  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.

  Cameraa not functioning correctly at our ** house. Called ADT in May. ADT could not get tech out for days. We had return to **. ADT continued to bill ** for non-functioning cameras. Called ADT in June to schedule visit. AdT refused to schedule until we were physically at house in **. My husband **** flew to ** on 6/19, rented car called ADT to schedule appt. Their first appt was 6/29! ADT tech came on 29th but did not fix cameras. Cant access cameras on my phone. Tech said he didn't know how to do and left. Tried adt virtual appt, did not work.. Spoke with ******* acct manager re camera issue. She wanted to do virtual appt which already failed. - advised Tech must be on site to fix. Told her 15 times no to virtual. She said tech would be at house between ***** on 6/29. No one showed. Found out that ******* scheduled virtual appt, not imperson as promised. She lied . ADT refused to send tech back to housein person and asked to schedule to 7/6. I said NO. We wont be there. 15 minutes later I get a text message scheduling 7/6 anyway. ADT trying to charge for another visit. Sp with ************************* ADT acct manager who called Branch Manager. They authorized visit that evening on 6/29 No one showed. Called and ADT set appointment for this morning 6/30 (****, *************** of ADT]. See below text message confirmation:"ADT: Your Tech will arrive on 06/30 between 09:00-11:00AM. To reschedule, tap i.adt.com/service or call **************. Msg&data rates may apply. STOP to end."Tech did not show. Spoke with *********************** of ADT who said that no one coming and they want to schedule on 7/3. I said no we wont be Flying back to **. ADT failed to fix and cost us nearly $1,000 in air fare and car rental to give them access to house.Not acceptable. Expenses should be paid back by ADT. **** and *********************

  

  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 scheduled to return on 08/29 to address the camera issues. 

• Initial Complaint

  Date:06/30/2023

  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.

  acct #********* - For the last 3-4 months I've been calling to cancel. I finally got a confirmation that the account was canceled. But they keep sending me bills. Cancel the service, zero out the bill, send nothing to collections, send nothing to a credit reporting agency, and confirm all of that in writing. thank you.

  

  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 account is closed. 

  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: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.

  I have been unable to cancel my service. Twice today, I was on the line with a customer service representative, and they hung up. They hung up before I was able to resolve the issue. They were trying to get me not to cancel, and I kept saying that I wanted to cancel but before I could get confirmation that I was, in fact, canceled, the line went dead. I then went to the ADT app and found somebody through the chat function. He assured me that I would receive a call back and agreed finally to check on the callback status. While I was waiting for him to do so, he ended the chat. I have a downloaded transcript of the Chat to show that this is exactly what happened. I am simply trying to cancel service that I am not obligated to continue, as I am no longer under contract with this company. I have had issues with customer service, and the equipment, that caused me to want to cancel, but even if I wanted to cancel for no reason, that is my prerogative when I am not under contract. But ADT is essentially making it impossible for me to cancel by hanging up the phone or ending the chat before I can get the confirmation that I need. I believe this borders on deceptive business practices. is there any help I can get? I am convinced that I will be unable to reach them. They also require people who want to cancel to wait for very long periods of time while they play horrid music that is grating on the nerves. I believe this is an attempt to discourage people from reaching customer service when the issue is a desire to cancel.

  

  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 confirmed that the customer's account is closed; 

  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:

  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've been on hold three times now trying to cancel my ADT service. The first time I held 30 minutes, the second time 46 minutes, and am now on hold again past 30 minutes trying to cancel today. I can no longer afford ADT service and need to cancel. I'd like ADT to call me at ************ so that I can cancel this service. Thank you.

  

  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 confirmed that the account is cancelled. 

  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: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 I have been on hold with them for over 2 hours over 2 days. They will not cancel my Service. I have been a customer for almost 5 years, have never missed a payment and they will not put me on hold with anyone to cancel my service. They are a huge scam company. Please help me cancel my service with them.

  

  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 cancelled.