Complaints

This profile includes complaints for ADT Security Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ADT Security Services

  1501 Yamato Rd Boca Raton, FL 33431-4438

  
• 

  ADT Security Services

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

  
• 

  ADT Security Services

  2801 Gateway Dr Pompano Beach, FL 33069-4324

  
• 

  ADT Security Services

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

  
• 

  ADT Security Services

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

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/28/2023

  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.

  Alarm has been problematic since install. Technician refused to do work until I paid for battery and his assessment fee. Rude to say the least. Told me he has 15 minutes to do the job so I need to think quickly. Told me his computer showed other windows and doors with low battery and he can show me how to fix it? Ive been with ADT for more than 25 years. He then Icharges me 59 assessment fee and 30 ***** battery. *************** was technician and put me on phone with manager ******************* manager who was not willing to help in anyway.

  

  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: **********************************************************************************************************

  ADT has applied a $83 credit for future monitoring, as a gesture of goodwill. 

• Initial Complaint

  Date:06/28/2023

  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 called to inquire about their services about 12 months ago. They provided me with services and pricing. NOT ONCE did they mentioned their services requires a 4 year agreement. Prices seem fair, and they included equipments, such as camera system. If i wanted to add more equipment the monthly bill they quoted me will change. Again they did not mentioned an equipment contract. They came same week to install equipment. I was getting cameras installed and doorbell camera. They sold me a thermostat and never installed the thermostat because they can't for some reason. We had issues with equipment, cameras work when it feels like working, not impressed by their equipment and service. So moving forward, I sold my house and I called ADT to cancel services. They told me I have a 4 year contract and a second contract on equipment. If I cancel, I'll need to pay cancelation fee of over $2,000 and the remaining balance of the equipment which is another $2,500. Not once did they mentioned I have 2 contracts. One for services, and one for equipment. They omitted critical information which would of altered my decision in using their services, or another competitor. They did not give me any options and now I am dealing with a >$4500 fee in cancelation. I did not pay for the cancelation as of now but I will eventually have too, and this is absolutely not right.

  

  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 customer's Retail Installment Contract, which states the following terms:

  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 balance is valid.

• Initial Complaint

  Date:06/28/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the ADT home security system on 6-1-2023. This is the date I signed the contract. I was told that I had 30 days to decided if I wanted to keep the service. The whole security system is still in the box which I never opened. I am moving and no longer want their service or equipment. After numerous attempts to speak to someone and very very long wait times, really make me not want to do business with this company. I've made several attempts to get this issue resolved but to no avail. I am moving to an apartment complex where I was told security installations are not allowed. Please help me resolve this. I am cancelling my contract and want my personal information removed from their system.

  

  Business Response

  Date: 07/31/2023

  We have completed the cancellation of this account as of 6/28/2023. The customer was able to eventually reach ****************** so we could assist in resolving his concerns.

  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:06/28/2023

  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.

  We have not had our system for very long. Our back door camera only last a week at charge. It always says that it is offline. Also I am not happy about the bill. I shouldnt have to pay this much for a camera that doesnt work half the time. I am really thinking about just canceling it all together.

  

  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.

  Our records show that the customer has not requested a service call to address their issues. Since the upgrade on 01/30/2023, the customer has only called in once to order a contact repair kit.

  No other issues have been brought to ADT's attention in order for us to rectify. 

• Initial Complaint

  Date:06/28/2023

  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.

  I'm trying to cancel with ADT security system within 30 days trial. They're avoiding sending me return labels and hanging up phone calls after waiting hours for representative. They're coursing me into a 3yr. Contract with them. It's not an honest company!! Abusive to seniors

  

  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: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.

  I called ADT to activate self installed system. They said would send out technician to install system as can't do over phone. Sales person came walked me through system. Told me my system had certain features (e.g. app, ability to add existing cameras for $10 per month). They told me would be charge to activate system - I said I did not want system then as I am looking to spend no equipment fees or be committed until I can evaluate the system I already have installed. I was told no issue these features will work and they waived technician fee. They said just need to sign signature here to setup account just check email and sign. Technician came out - right off the bat told me features sales person told me I had was not the case and there would be additional charges to get these features which included equipment installation. I said that is incorrect they called and said yeah you don't have the app for example (which I told salesperson if I didn't have I didn't want system).Technician suggested we should activate system and you can discuss that stuff with company after otherwise he will need to come back out. I said makes sense he set up system and half way I said lets just stop it because the alarms were upsetting my pets and I said ehhh I'm not sure I will want this at all given their reactions to noise. He suggested we don't have to finish testing everything but we should finish activating so he dosen't need to come back out.I contacted ADT telling them I don't want system and was told well you owe 75%. I had asked for a no commitment contract as this is DIY (everything was installed) and they bait and switched this in without informing me.In addition the system does not do what is promised and I should be covered under ADT 6 month policy. I have asked the sales office to upgrade/waive fees to upgrade system to do what they said it would cover and they said no. They then told me to deal with it as I have a great system and don't need those features.

  

  Business Response

  Date: 07/13/2023

  Upon review of the account, the customer did a resale for an existing system that was already at the location of ***************************************** The customer signed a $54.99 a month contract and was supposed to have the ***** app, which would allow him to arm and disarm the system and get notifications through the ***** App. This ability was not set up. As ADT hasnt invested a lot in this account, we did offer to have someone come out and set up the ***** abilities at no cost, but the customer still wanted to cancel, so ********************** agreed to cancel without penalty and refund the customer the $85.29 he paid. Customer accepted

  Customer Answer

  Date: 07/17/2023

   
  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:06/28/2023

  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.

  Entered into contract with ADT Blue July 6, 22 for home security monitoring after purchasing their equipment. Despite being sold with false information, I decided to keep based upon ADTs quality reputation & set up system upon receipt.System performed as expected within 3 biz day contractual cancellation period but soon encountered issues throughout contract term: defective pieces (base/hub, motion ****************** which were deemed needing replacement by tech support. By Aug 2022, I began to question the quality and effectiveness and asked them to buy back my system and give me credit for another ADT product but would not.Due to the early cancellation fee, I continued to work with ADT & replace different failing equipment but in April 23, ADT Blue stopped honoring their warranty; they also stopped selling their ADT Blue product.To date, I replaced my keypad **** motion sensor **** ***** (4X) & despite receiving my replacement from May 17th on June 23rd, it is defective and needs to be replaced. Apr 7th, Case # ******** by Crissy keypad & smoke detector battery replacement nothing received May 17th, Case # ******** by ******* for hub replacement May 19th, 8am with **** to follow up on May 17th hub replacement May 19th 6:40pm with a different **** to follow up on unreceived return authorization Aug 2/9/16/22 (2022) & Jun 2/19/21 (2023 email to *************************** (ADT Presidential Executive ********************** Customer Relations)June ***** with ********************** Acct Mgr June 25th, troubleshooting with *** at ADT Blue to install hub As ADT Blue will no longer honor their **************** in sending out replacement parts (impacting warranty time period), I need help. Per my contract, I continue to pay for monitoring (my home hasn't had a security system installed since May 17th due to defective Hub). I want a refund of the monitoring (2+ months) + $319.95 for the equipment (which I will return) and to cancel my relationship with ADT in its entirety.

  

  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: 08/07/2023

   
  Complaint: 20248427
  
  I am rejecting this response because: the ADT ********************* is faulty and major system pieces have been replaced multiple times in less than 1 year. Because I bought this system from ADT, it should last at least 1 year but has not and will require me to continue repurchase and replacements of defective parts/pieces of the alarm system going forward. That's somewhat deceptive as true cost of ownership of the alarm system was not represented when I made the decision to purchase/contract with ADT Blue. 

  I started asking them to change my product late last summer and not for a refund because I had extensive replacements. There is no possible way a customer can experience defect-free experience of the system components in 3 days and because of this fact and the extent of my replacements, I am still petitioning a full refund (and will return the product).

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

  

  Business Response

  Date: 09/20/2023

  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 attempted to call this customer, but were unfortunately unable to reach them. We have sent an e-mail advising the customer of our attempts to reach them & have provided our contact information as well. Please let us know if there is another phone number we could reach out to in order to resolve any concerns.

  Customer Answer

  Date: 09/20/2023

  Hello,

  I received a phone call from ADT this morning at 10:00am on my cell phone ************** which I answered and said hello 3 times and no one responded, so after a minute or so, I hung up. At 10:14am I received an email from ADT Blue Support saying "We tried calling earlier this morning, but we received no response. We wanted to discuss more offers regarding your Blue by ADT account."

  Today at approximately 2pm I called Blue by ADT (was on hold a long time) and spoke to a representative asking the reason for their call this morning and its subsequent email. I was informed by the agent, ADT had not called me, yet they wanted to discuss options of me returning to Blue by ADT with a self monitoring security system (which means it is not ties into police or fire departments). As this is not what I had before, I told the representative that I wasn't interested in self monitoring and once again asked if Blue by ADT would take back my equipment for credit towards the purchase of a different security product given I had to replace the Hub (4 times), the Key Pad (3 times), the Motion Sensor (2 times) in less than 1 year.  The agent indicated ADT would not consider this so nothing has been resolved.

  In their contract, they give consumers 3 days to cancel their contract, but I would petition the BBB to look into this contract further when there are defective products and there could not be any anticipation by a consumer to replace 9 parts within 1 year. I still need help!

   

   

   

   

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20248427
  
  I am rejecting this response because:

  I received a phone call from ADT this morning at 10:00am on my cell phone ************** which I answered and said hello 3 times and no one responded, so after a minute or so, I hung up. At 10:14am I received an email from ADT Blue Support saying "We tried calling earlier this morning, but we received no response. We wanted to discuss more offers regarding your Blue by ADT account."

  Today at approximately 2pm I called Blue by ADT (was on hold a long time) and spoke to a representative asking the reason for their call this morning and its subsequent email. I was informed by the agent, ADT had not called me, yet they wanted to discuss options of me returning to Blue by ADT with a self monitoring security system (which means it is not ties into police or fire departments). As this is not what I had before, I told the representative that I wasn't interested in self monitoring and once again asked if Blue by ADT would take back my equipment for credit towards the purchase of a different security product given I had to replace the Hub (4 times), the Key Pad (3 times), the Motion Sensor (2 times) in less than 1 year.  The agent indicated ADT would not consider this so nothing has been resolved.

  In their contract, they give consumers 3 days to cancel their contract, but I would petition the BBB to look into this contract further when there are defective products and there could not be any anticipation by a consumer to replace 9 parts within 1 year. I still need help!
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/26/2023

  We have reviewed this account and confirmed that no refund would be due for the equipment as the customer was actively utilizing the system for 10 months prior to having issues with the Smart Home Hub in May 2023.
  
  Additionally, the customer refused any assistance offered to resolve the issues with the Smart Home Hub. We have refunded 3 months of services to the customer, but being that the customer purchased the equipment outright in July 2022, no further refunds would be due
  
  The customer submitted a complaint through the Attorney General & we honored refunding 1 additional monthly charge. This customer has received a total of 3 monthly charges refunded.

• Initial Complaint

  Date:06/28/2023

  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 was sold equipment under false pretense. I explained my situation and told the agent multiple times I needed a camera that records 24/7. The cameras I received DO NOT record 24/7. I called to cancel and was told I would get a return shipping label within 24 hours. I DID NOT. It took almost 2 weeks and three 1-hour phone calls before I got the return label. In the mean time, my card was still charged again even after cancellation!! To make matters worse I was told I will not get a full refund for services I never even used!! I have also been notified by my bank the ADT still has recurring charges set up. I shouldnt have to pay for something I did not use especially if it was sold to me by lying. I just want my money back. Comments on their social media accounts show that many people are going through the same thing. Please refund my $34.99. and take the recurring charges off my cancelled account.

  

  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 made attempts to reach the customer. The monitoring is non-refundable.

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20247643
  
  I am rejecting this response because:
  There was no monitoring provided! I made sure to tell the selling agent more than 3 times that I need a camera that records 24/7. The camera they sold me does not record 24/7. It was during setup that I realized this. The equipment was never used. How can I be charged for monitoring? Your selling agent sold me the wrong equipment. I am still requesting a refund for services not provided. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/20/2023

  ADT+ stands by its decision & considers this case closed. 

• Initial Complaint

  Date:06/27/2023

  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.

  Initial call 6/12/23 after alarm malfunction. Was determined by company representative and technician who came onsite that the system had not been working properly for several years. Approximately 2016 last time communication was made between our home system and ADT, yet we continued to pay a monthly bill for services being rendered. ADT sold us a new system which we had to pay $99 upfront before technician could install. Numerous attempts to speak with a supervisor a representative stated they would give 2 months free which i declined since we have paid for nonprovided services since at least 2016. I was transferred to the loyalty department to no avail. We will aquire am attorney if necessary for fraud. Charging a customer for a service not being rendered for years.

  

  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 not responsible for issues with the landline, per the terms of our contract. It is also recommended that customers advise ADT of any landline issues & test their system on a monthly basis.

  As a gesture of goodwill, we have applied a 12 month goodwill credit. 

• Initial Complaint

  Date:06/27/2023

  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.

  We set up service with ADT in 2021 and the salesman sold us equipment that was told not to sale to our area due to the internet not working with the products(alarm and doorbell and inside security cameras). I found this information out from a tech who came to try to fix the equipment. He had to replace all the smoke and CO detectors because they were faulty and he told me they just got ****** home and that equipment worked better in the area and see if we could switch to that. I called and after talking with them for over 4 hours the option was to switch to that equipment and add 6 months to the contract but I was not comfortable doing that as our smoke alarms would randomly go off for no reason and the alarm system wouldnt stay connected to the internet and the cameras would not stay connected so I was worried the same issues would come in hand and Id be restarting my contract pretty much. He told me they would let me out of my contract at no cost if we continued to have the same issues and all Id have to do was call in. I did not sign any new contract or anything so nothing was provided just an appt to have the new equipment brought out and set up. He did say he noted the account with this information and it was standard practice if there were this many issues they would let me out of the contract. 2 months later we still werent able to use the alarm; smoke detectors go off if the home gets above 75 degrees which causes our electric bill to be around $400 a month because we have to keep the ** on to keep the alarms from going off, and the doorbell camera still does not work. I had tried to call and get out of the contract after 2.5 months but was told i have to pay $3000 to cancel. Every time I speak to them its a new story and today after my alarms went off for 3 hours with no errors and not able to turn them off unless turning the ** on I was informed they put me in a 5 year contract and I am not allowed to see any notes from past calls. This buisness is tr

  

  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.
  Money-back guarantee only applies after ADT has made service call attempts (3) to resolve the same alarm system-related issue and has not been able to resolve that issue within the first six (6) months of your contract. Equipment must be fully removed before a refund will be processed.Conditions preventing normal system operation cannot be caused by the customer.

  The customer does not qualify, based on our requirements. 
  ADT is willing to release the customer from their contract termination charges, as a gesture of goodwill; however, the equipment installment balance from their original installation will be due in full.

  Financed equipment is not eligible for waiver.