Complaints
This profile includes complaints for ADT Security Services's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 10,913 total complaints in the last 3 years.
- 3,677 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/29/2023
Type: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 that ADT will not cancel my service. I haven't used the service in over 2 years. When I call to cancel they just transfer me to a different agent. They pretend to help and take my name and account information but then they transfer me. This is very frustrating.
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:06/29/2023
Type: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 trying to cancel my service. Hold times are an hour long. When I FINALLY got through the person was rude, constantly talking over me and not listening to anything I said. She then hung up on me. I have spent weeks trying to cancel and still cannot. I asked to speak with a supervisor and was told no. When I kept asking I was told someone would call me sometime in the next 48 Hours. I'm not available then. Please just cancel the service.Business Response
Date: 07/31/2023
We regret any inconvenience the customer experienced & apologize for their frustrations.
We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.ADT has confirmed that the customer's account is closed.
Initial Complaint
Date:06/29/2023
Type: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.
False alarm generated by faulty sensorBusiness 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's False Alarm Team has denied the customer's reimbursement request. Our SOP was followed & the customer did not request a technician in a timely manner.
Customer Answer
Date: 08/01/2023
Complaint: 20254969
I am rejecting this response because: ADT did not follow any standard inspection protocol unless their protocol is install and forget. I made numerous phone calls to this company about their faulty sensor and lack of checking on any equipment, notifying us of faulty sensor even though they knew it was faulty.
Sincerely,
*********************Business Response
Date: 09/20/2023
We stand by our decision & consider this case closed.Initial Complaint
Date:06/29/2023
Type: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 charged an extra $7.00 on my account. When I call to speak to someone about this charge, I am told that my bill needed to be corrected. I have been calling since 6/27 today is 6/29. I have been hung up on, and I have been put on hold for over an hour. I have been charged the extra $7.00 since 2/23. I want to get this issue resolved ASAP. No one has tried to resolve my issue the **************** Rep that I have spoken to have be extremely rude.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 is not being billed an additional amount. Their *************** Plan line is not synced with the rest of her line items; causing the *** to be billed at a different time.
We have requested for the billing lines to be synced & apologize for any confusion.
Customer Answer
Date: 08/03/2023
On 7/28/23, I contacted you about billing and needing help with my cameras. I was told a tech would be out to resolve my issue on 8/3/23 at no charge. I also was informed that I had a QSP-below is the e-mail. Once the tech came to the house to resolve my problem, I was informed I had to pay $80.00 plus $59.99 and up if he did any service. I declined the service because I thought I would not have to pay. (Please listen to the calls). My issue is still not resolved.
Dear Valued Customer,
Thank you for adding the *************** Plan to your account.
Once your order is processed, the charges will be reflected on your bill within 1-2 billing cycles.
If you have any questions, you can reach us at ************. Or visit MyADT.com to manage your account online with 24/7 access. Don't have a MyADT.com account? Sign ** in less than 60 seconds. Thank you for choosing ADT. It is our pleasure to serve you.
Sincerely,
ADT Customer ServiceCustomer Answer
Date: 08/03/2023
Complaint: 20254910On 7/28/23, I contacted you about billing and needing help with my cameras. I was told a tech would be out to resolve my issue on 8/3/23 at no charge. I also was informed that I had a QSP-below is the e-mail. Once the tech came to the house to resolve my problem, I was informed I had to pay $80.00 plus $59.99 and up if he did any service. I declined the service because I thought I would not have to pay. (Please listen to the calls). My issue is still not resolved.
Dear Valued Customer,
Thank you for adding the *************** Plan to your account.
Once your order is processed, the charges will be reflected on your bill within 1-2 billing cycles.
If you have any questions, you can reach us at ************. Or visit MyADT.com to manage your account online with 24/7 access. Don't have a MyADT.com account? Sign ** in less than 60 seconds. Thank you for choosing ADT. It is our pleasure to serve you.
Sincerely,
ADT Customer Service
Sincerely,
***********************Business Response
Date: 09/06/2023
The customer was not charged for the service calls.Initial Complaint
Date:06/28/2023
Type: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 purchased an ADT+ System after Nest Aware said they were no longer going to support the Nest Aware. ADT shipped me the equipment and some accessories. I was never able to get the system connected and I stayed on the phone with customer support for hours and hours. They finally sent me a second hub and it won't connect either. I told them I wanted to cancel the service and get a refund. They told me I couldn't get a refund as I was outside of the 90-trial period. I tried again today to connect the equipment and it still won't connect. I have been on hold for a combined 2 hours. I previously left my number and asked for them to call me back to fix the issue, but they never returned my call.Business Response
Date: 08/02/2023
We attempted to call this customer, but were unfortunately unable to reach them. We have sent an e-mail to the customer advising them of our attempts to reach out.
Per reviewal of the account, we can offer to send an additional replacement Smart Home Hub & also offer to schedule a *************** Appointment to assist them with the set up of the system. No refunds would be due as the customer is outside of the 30 day trial period.Customer Answer
Date: 08/24/2023
ADT responded to me and attempted to fix the problem. I last spoke with someone from ADT who said she would respond to me by August 17, 2023 to either fix the issue or provide a refund. I have heard nothing from ADT since and the equipment still does not work.Customer Answer
Date: 08/25/2023
Complaint: 20252382
ADT responded to me and attempted to fix the problem. I last spoke with someone from ADT who said she would respond to me by August 17, 2023 to either fix the issue or provide a refund. I have heard nothing from ADT since and the equipment still does not work.
Sincerely,
*************************Business Response
Date: 09/28/2023
We were able to successfully reach this customer. We have arranged to call the customer back when he is home to assist in troubleshooting his devices.Customer Answer
Date: 09/29/2023
Complaint: 20252382
I am rejecting this response because: On 9-28-2023 ***** from ADT contacted me in an attempt to resolve the fact that the equipment was not working. She identified herself as an account manager and she assured me, with the help of engineering, she would resolve my problem. We set up a telephone appointment for her to resolve the problem. She was to call me on 9-29-2023 at 9 AM eastern/8 AM central to resolve the issue. I never received a call from her and it is now 11 AM Eastern, 10 AM Central. This is one of at least 15 ADT employees who have spoken with over the last several months and the problem is still not resolved.I was just prefer a refund and I will be glad to send the equipment back. I have NEVER worked with a company with less customer service follow through.
Sincerely,
*************************Business Response
Date: 11/06/2023
We attempted to follow up with this customer to assist with troubleshooting. The customer refused to further troubleshoot or allow us to further assist in resolving their concerns. We offered to apply some additional monthly credits to this customers account & they would not like us to assist any further.Initial Complaint
Date:06/28/2023
Type: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've had ADT for over two years. My contract has expired. After technical issues and realizing I've been paying way too much for a service that has been sub-par, I decided to cancel. For the last two day I've been trying to cancel my service and have not been able to. When you call ADT to cancel they transfer you to their accounts department and immediately you are put on hold. On day one, I was on hold for almost an hour. Today, as I'm typing this, I'm on hold. I've been on hold for almost an hour. All I want is to cancel this account. I've fulfilled me end of the contract however, ADT failed to install the cameras specified in my contract for the last two years and now that I want to cancel, they are making it impossible. When you ask to speak with a supervisor, they refuse to transfer you and they tell you the supervisors can't help you cancel your account. I don't want anything from ADT but to cancel my account so I can move on with my life.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:06/28/2023
Type: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 ADT several times to cancel my plan, I was on hold for over an hour at all times and once I spoke to someone, I would discuss my cancellation and since I wasnt interested in there offers they would hang up on me, and call me back and hang up again. I tried this 3 times and finally gave up since I tried for over 3 hours to try to connect with someone and cancel my plan. There customer service is horrible and so unprofessional.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:06/28/2023
Type: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 has failed to give me an invoice for what I owe. I login to their online portal - which I was forced to set up to finish the setup of the system. I login and it says I owe $238.57. There is a link under this amount that says "view this statement". I click on that link and the statement says I have a credit of $1,339.08 I have called the accounting department at least 12 times regarding a billing issue and NONE of the ****************** can provide an accurate invoice. ADT wants you to use their online portal and the portal is useless. I used the chat on the portal and that was useless too. This company could NOT provide me with a unique statement for an extra service I paid which I needed reimbursement from my company. I was charged late fees because they insist that I pay an amount that they cannot even provide an accurate invoice for.Customer Answer
Date: 07/25/2023
When I login to my ADT Account it shows the following: ($116.56 due July 21). But I look at the statement attached above and it says 0 due - Do Not Pay!!
You need to do something about this awful billing system at ADT.
ACCOUNT DOCUMENTS
EMERGENCY CONTACTS
PREFERENCES
PROFILE
PAYMENTS
$116.56
Your payment is due on July 21, 2023
View this Statement
Understand this Bill
Update Payment Methods
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Account: *********
BILLING HISTORYBILLING STATEMENTS
You are receiving paperless statements
Past 12 Months Past 3 Months Past 6 Months Past 9 Months Show:Past 12 Months)
DATE DESCRIPTION AMOUNT
07/01/2023 July Statement $0.00Business 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 educated the customer on the billing history of the account.
Customer Answer
Date: 08/01/2023
Complaint: 20251789
I am rejecting this response because: This is a non-answer. It is not about the customer service people on the phone - It is that YOUR accounting system cannot generate an accurate INVOICE!!!!!!
Sincerely,
*********************Customer Answer
Date: 08/01/2023
"Educated the customer"! is what they are saying. They never resolved this issue.
Please note in your records that ADT ignored this issue and continues to deny they have a billing problem.
Business Response
Date: 10/13/2023
We consider this case closed.Initial Complaint
Date:06/28/2023
Type: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 signed up for a security system paid them in every thing the tech came out then up and left without warning I tried contacting adt to solve this matter they kept giving me the runaround And did not resolve itBusiness 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.Initial Complaint
Date:06/28/2023
Type: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.
Have been an ADT customer for years. Wanting to cancel their monthly monitoring cost currently up to $58/month. Spent over 1 hour and 4 separate transfers to finally get to cancellation department.Nice girl there offered me a rate of $19.99/ month for 1 year to stay which I agreed to. Was sent a Docusign to sign and surprised it specified $54/month X 12 months!! on calling back was given no explanation why the $19.99 was not honored but offered $44.99. When declined and asked to go back to cancellation was put on hold and told it might be over 120 minutes of wait time!! So obviously creating barriers to ever cancel an account, and then making fraudulent offers to retain and hoping customers don't read their Docusigns (or don't have time to wait this long on hold. Should not be fair, and also taking advantage of Senior clients... Help! ADT Account ********* in ******* **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 corrected the rate issue.
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