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, Inc.

  1811 N. University Avenue Ste.108 Lafayette, LA 70507

  
• 

  ADT Security Services, Inc.

  5511 Ekwill St Goleta, CA 93111-2361

  
• 

  ADT Security Services

  291 Cahaba Valley Pkwy N # C Pelham, AL 35124-1165

  

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.

  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. 

• 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.

  ADT installed the wrong cameras at my house several years ago. On numerous occasions they have promised to replace the cameras with the correct cameras. ((I have several pages of documentation) To date they have not done so. Yet, they sent me a bill for over $4,6000 this week. I also have an alarm system that is under separate contract with ADT. I have never missed a payment on this contract Additionally, they accelerated payment on this contract and charged my credit card over $1,000 without notice or explanation. I have reached out to ADT with no resolution.

  

  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 past due & the contract termination charges. The equipment fees are not eligible for waiver or refund. 

• 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.

  while living at my former address ********************************************************* I spoke with ADT concerning their home security package. I did advise I was attempting to find a home in the ****** ** area and would be soon moving. They advised That when I was ready to move they would move all the equipment free of charge. 2 smoke detectors, 1 doorbell camera, 1 in house camera, motion detector, 7 door sensors. I found and purchased a home ************************** ****** ** and while moving contacted ADT to come and move the equipment to my new home as promised. They came and installed a new system leaving out the smoke dectors, doorbell camera, and in house camera. I discovered they withdrew $120.00 from my credit account to pay for the setup at my new residence. Upon contacting them they told me in order to have the smoke dectors, doorbell camera, inhouse camera I would have to purchase this equipment at their pricing. I unsuccessfully argued with them over their promise to move all the equipment free of charge. I than also discovered that my new home was not being monitored but every time I attempted to set the alarm through the app on my cell phone it was still monitoring the alarm and cameras at my old residence in ****** **. For the last 30 days I have been calling them with this problem and it has not been corrected. I now want the $120 refunded back to my credit account and to be released from ADT's account free of charge so I can find another more honest company for home security.

  

  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 LLC does not transfer equipment from one location to the next. Our relocation policy requires customers to purchase new equipment. The customer's original equipment was installed by Safe Streets Security, with ADT providing the monitoring & subsequently the service appointments. 

  The new installation was completed in accordance with the contract signed. Should the customer wish cancellation, contract termination charges will apply. 

  Customer Answer

  Date: 08/01/2023

  Our original agreement was as I did inform them of my intent to be moving, they did inform me that all equipment would be either moved or new reinstalled at my new location. Free of charge. This was reaffirmed as I was visited by ****** a rep from safe haven Ph ************ whom also is connected with ADT. Evidently the individual I originally spoke with lied to me to gain my business.

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20258880
  
  Our original agreement was as I did inform them of my intent to be moving, they did inform me that all equipment would be either moved or new reinstalled at my new location. Free of charge. This was reaffirmed as I was visited by ****** a rep from safe haven Ph ************ whom also is connected with ADT. Evidently the individual I originally spoke with lied to me to gain my business.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/05/2023

  ADT LLC & Safe Haven are two independent companies. 

  We stand by our previous response & consider this case 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.

  May 26, **** sales person came out. System was installed on June 9th. I was told by the sales person that I would have a panic button connected to police. I was told the panel would activate when an alarm went off and someone from monitoring would talk to me through the panel. When they installed the system, they told me those items were not available. I also had asked the rep if the system would work with *****. He said yes. It does not. I called and they had a tech guy contact me and he set up a panic button on my key fob....however it does not go to police, it goes to fire station. That does not help me so much. They are VERY expensive. My old company in a different state included all the above bells and whistles and was FAR CHEAPER. I contacted the sales person, left a message on his cell. He did not call back. I finally caught him when I tried again and he answered his phone. He said he would contact the company and get back to me. That was over a week ago and he never did. I live alone and am a senior citizen. I need to feel secure. I do not. This company has terrible customer service and they charge way too much. I will most likely be switching companies. This is not good for a security company.

  

  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 educated the customer on how to use panic buttons & transferred to ****** for assistance with ****** cam issue. 

• 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.

  Account ********* was started in August of 2020 for a 5 year contract. In the contract it does not state anything about having to officially pay off devices if the home sells and you have to break the contract because ADT does not relocate product per their email. There is a 60 month contract and under the section 2 of the contract which is the early termination clause it does not state anything either. The devices were to remain at the home and cannot be relocated. ADT automatically applied an ETF after advising if I switch to ADT+ I would not have that. They finally removed it and would not credit the remaining amount of the devices but do not allow me to remove the cameras. After the devices are paid, they are officially mine and not under contract. ADT did not allow me to remove my cameras and are now charging me the remaining amount of the devices that I do not have in my possession because the home sold. It is not fair that they won't allow you to remove the devices, but want you to pay full price for the items left behind. Once the contract is fulfilled and devices are paid, they should remain with the owner. Now my home is sold and I cannot retrieve my devices. ADT will not remove the charges and refuse to even work to find a common ground. Homes sell all the time so there is no reason why there isn't something that ADT can do to provide assistance to consumers. Even insurance companies cancel and return any remaining moneys worth of the policy. In my contract my price also started at $54.99 per month and by the end of June 2023 I was at $79 per month for service but no service was added or changed. Now I have a balance of $684 that they refuse to credit and if I don't pay, they will report it negatively on my credit for devices I cannot remove but have to pay in full.

  

  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's contract does state that the balance of equipment is due in full, when the account is cancelled. 

  2. EARLY TERMINATION OF THE ADT SERVICES. I AGREE THAT THE SERVICE CHARGES DUE UNDER THIS CONTRACT ARE BASED ON MY
  AGREEMENT TO RECEIVE AND PAY FOR THE ADT SERVICES FOR FIVE (5) FULL YEARS AND THAT ADT HAS RELIED UPON MY AGREEMENT
  AND HAS INCURRED COSTS IN DECIDING TO ENTER INTO THIS CONTRACT. IF I CANCEL THE ADT SERVICES OR OTHERWISE TERMINATE
  THE ADT SERVICES DURING THE INITIAL TERM OF THIS CONTRACT, OR IF ADT CANCELS THE ADT SERVICES DURING THE INITIAL TERM
  FOR A REASON SET FORTH IN PARAGRAPH 20(B) BELOW, I WILL PAY ADT 75% OF THE ***** REMAINING MONTHLY SERVICE CHARGES
  AS AN ALTERNATIVE TO ME HAVING TO PAY THE FULL REMAINING SERVICE CHARGES. THIS AMOUNT IS A CONTRACT TERMINATION
  CHARGE AND IS NOT A PENALTY. THE AMOUNT IS PAYABLE IMMEDIATELY IN FULL. NO CONTRACT TERMINATION CHARGES ARE DUE IF I
  TERMINATE, OR IF ADT CANCELS THE ADT SERVICES, DURING THE THIRTY (30)-DAY RENEWAL PERIOD(S). THIS CONTRACT TERMINATION
  CHARGE IS SEPARATE FROM, AND IN ADDITION TO, THE AMOUNTS I OWE UNDER THIS CONTRACT FOR THE INSTALLATION OF EQUIPMENT
  (INSTALLATION COST). I AGREE TO PAY THE UNPAID BALANCE OF THE ***** INSTALLATION COST, IF ANY, IN FULL IMMEDIATELY UPON
  TERMINATION OF MY ADT SERVICES, UNLESS OTHERWISE PROHIBITED BY LAW

   

  The equipment charges are non-waivable.

• Initial Complaint

  Date:06/29/2023

  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.

  My problem is simple Ive had adt for several years and Im not in a current contract. Ive made several attempts to cancel the service and have been transferred to several different people in customer service all of which say they cannot do the cancellation and they transfer me elsewhere! The most recent time *** spent over an hour and a half transferring and waiting only to have a recording tell me they are closed and to call back! I would choose to just stop paying the bill but I have worked very hard to keep my credit in tact and I am not willing to risk them affecting my rating. I feel a company should allow a customer to cancel at any time without hassle. ADT is by far the worst company Ive ever used and chose to cancel the service with and this process has caused me to keep paying them for months of service I do not want this type of action should be considered illegal as I feel it is just like blackmail holding my good credit hostage!

  

  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 lowered the customer's rate temporarily & set up a zero cost carbon installation.