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

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

  
• 

  ADT Security Services

  3332 Walden Ave, Suite 108 Depew, NY 14043

• 

  ADT Security Services

  5001 Howerton Way Ste A Bowie, MD 20715-4459

  
• 

  ADT Security Services

  50 Republic Road Melville, NY 11747-4215

  

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:06/27/2023

  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.

  I have ADT security for my business. I had it for my other location for 3 years and didn't have any technical issues . So I continued with them fro the second location. Once of the sensors are wasting batteries( btw in 3 years for the other place I didn't have to change battery - not even once) So when I had that issue I thought they used an old battery and I changed it but in 2 weeks I had to change it again . I called ADT . First person got disconnected and never called. I tried chat box . Both of the ladies were not helpful. First one made me reboot twice . It didn't resolve the issue. When the second one asked I said I already did it twice and she rejected to move forward for service without reooting again. Since chatting is hard , I called the customer service agian . They are trying to sell another sensor instead of replaceing their defective product. They do not care . They ask everything about us. But they don't give their names ( full names) . Why do we have to spend hours and hours for no resolution. While I was on the phone I kept on my filing and "*****" ***************** rep told me a supervisor would call me so I waited and waited for a call and didn't receive that call. Installing a defective sensor is ADTs fault. The trouble shoot fixes the issue only for a minute or two and then the problem reappears. I want my sensor fixed , reimburesed for the batteries I need to keep buying and also for my time and replacing and these customer support members be punished.

  

  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 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 opened a service call. 

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20245083
  
  I am rejecting this response because:  The part is defective. So we are not accepting to pay a visit fee. They have to replace their defective product. It's not our fault that their agent installed a defective product. We have been replacing batteries every other week. And we have already incurred a lot of battery cost. If this is not fixed and we are not reimbursed for the batteries we had to purchase over time due to ADTs negligence, we will also go seek legal help.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/03/2023

  As a gesture of goodwill, we have waived the service call assessment fee; as a one-time courtesy. (Additional service assessment fees will apply going forward)

  The service assessment fee & battery responsibility are outlined in the customer's signed contract in the following sections: 

  7. *******-Powered Devices; Wireless Devices. Customer understands that all battery-powered motion detectors, smoke detectors, door and window contact
  transmitters and other detection sensors installed or monitored by ADT are not connected to the electrical system of Customers premises and require batteries to
  operate. THESE BATTERY-POWERED DETECTION SENSORS WILL NOT OPERATE AND THE ***** WILL NOT SOUND IF THE BATTERIES ARE
  LOW OR DEAD. It is Customers sole responsibility to maintain and replace these batteries. ADT recommends that Customer regularly inspect the sensors for dirt
  and dust buildup and test the sensors weekly to help maintain continued operation. ADT also recommends that Customer carefully read and follow the owners manual
  instructions and warnings for all equipment. Customer understands and agrees that wireless devices, including but not limited to wireless motion detectors, door and
  window contacts, smoke detectors, wireless key FOB devices and other wireless devices installed by ADT will not communicate with the alarm system and THE
  ***** SYSTEM WILL NOT FUNCTION IF WIRELESS COMMUNICATION FOR THE DEVICES IS IMPAIRED.

  5. Warranty Service.
  Conditions Not Covered by Warranty:
  (a) Damage or extra service time resulting from accidents, acts of God, lightning, strikes, riots, floods, terrorism, acts of War, alteration, misuse, tampering or abuse,
  adjustments, repairs or maintenance not done by ADT, or from parts, accessories, attachments or other devices not furnished by ADT; (b) Customers improper
  operation per instructions; (c) Adjustments necessitated by video camera misalignment, improper monitor brightness and contrast tuning dials, or inadequate lighting
  on viewing area; (d) Trouble due to interruption of commercial power to the phone service or use of Non-****************************** (e) ******* failure; (f) Devices
  designed to fail in protecting the System such as, but not limited to, fuse and circuit breakers; (g) System changes requested by Customer; and (h) any failure by
  Customer to keep Customers premises in compliance with any applicable codes, regulations or laws.

   

  6. *********************************** Plan ("QSP"). If Customer has purchased ******************** or QSP, on any of the Equipment, ADT will, upon
  Customers request, provide ordinary maintenance and repair of the covered Equipment due to normal wear and tear and bear the expense thereof. During the QSP
  period, Customer will be charged a non-refundable on-site assessment charge in the amount of $59 for each service call booking for an ADT technician to visit
  Customers premises for QSP service. On-site assessment charges may vary depending on the geographic location of the premises. ADT has the right to change the
  QSP on-site assessment charge at any time by posting updated and current on-site assessment rates to www.MyADT.com. It is Customers responsibility to check this
  link periodically for changes.

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20245083
  
  I am rejecting this response because:

  We have scheduled a repair date with ADT . The thing that we are not accepting is that this is not a courtesy. You are fixing a "DEFECTIVE" product that your team members installed. This is my 5th year with ADt  but there will not be a 6 th year. On the first 3  years, we were in another location. We didn't have an incident or a defective product. Depending on that experience we went on with ADT, But one out of 4 sensors is defective and if the next one is defective too, you will have to fix it. Just do not install defective products. This was not our doing or act of GOD as in your statement. This is just a defective sensor and a very bad customer service who didn't take care of it on time

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

• 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.

  I had my alarm system installed 07-01-2022, after the gentlemen from ADT and Safe Haven had completed their installation they went over everything with me and my husband. Shortly after that I couldn't log into my account without having to reset my password and never by myself always with the help of customer service which was odd. I would tell them that the doorbell camera wasn't working, it operated only as a window would not record or catch any action. Same for the back camera that would work for about one month if that. Their response to me was that it could be that the sensors aren't picking up. I ask if they could send someone out and instead they sent me some (4) sensors and magna-tac si 50 adhesive for my back door. Still not addressing the real issue here. I have spent way to much money on trying to say safe when I don't feel safe and all they do is keep me on hold and give me the run around. If you can't fulfill a service you promise to give why be in business. After multiple calls trying to resolve all these issues I know now that they just kept blowing me off until July,01 2023 because the 1 year warranty is up and they had no intention of trying to fix my security system from them, and on top of that I'm stuck with two more years monitoring services that I can't even get into to, and they raised my monthly rate from $64.00 to $70.00.

  

  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 removed the most recent rate increase & assisted with the customer's alarm.com access. 

• Initial Complaint

  Date:06/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sold security equipment but it doesn't work because I live in an RV. The equipment would work. In the last 2 months, I have cancelled 3 times and they said they would send a return label. They have not cancelled it or sent the return label and are still charging me. I call and get passed along , transfered to many others. They never help and it is getting frustrating. The equipment is still in the box and I want to cancel, get a return label and reverse the charges to me. It is all ready to go back, never used. I am getting an ************ around!!!

  

  Business Response

  Date: 08/02/2023

  We attempted to call this customer, but were unfortunately unsuccessful in reaching them. We have sent an email to advise the customer of our attempts to reach out & resolve their concerns.
  
  Per reviewal, the customer has not yet set up the system. We have concluded that we can offer to schedule VSA to assist the customer in getting the system fully set up. We can also offer up to 2 monthly credits to give them time to set up without worrying about billing.

• Initial Complaint

  Date:06/27/2023

  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 just runs your bank account for what ever value in this instance 800 dollars with out any consent or a phone call just cause you dont want to continue with their poor service they provide

  

  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 signed a contract agreeing to contract termination charges. The balance is valid.

• Initial Complaint

  Date:06/27/2023

  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.

  Charges for services that was cancelled. I called ADT the beginning of June 2023 and scheduled for service disconnection, due to moving with an effective date of 06/24/2023. I will not be transferring ADT services, due to the *** provides monitorinng services. I received a bill that's billing me through 07/05/2023. I asked to speak to a supervisor and the agent refused to transfer me. He said he will not transfer me to someone else.

  

  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's contract stipulates the require of a 30 Day Notice of Cancellation.

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20243821
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/27/2023

  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.

  We are paying for 6 security cameras and security service for 6 cameras in which only one works part of the time. We have called numerous times and had numerous technicians to come out with no results. We want a refund for a year of service that we have not received and released from our contract and the remaining amount of the purchase agreement of the cameras that do not work. They will be returned to the 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.

  Upon assessment of the account, the customer has next link internet & will be upgrading to spectrum fiber. Once that is done, we will be able to correct all camera issues. 

• 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.

  I had an initial 3 year contract at my previous home with ADT. Previous address was ***********************************************************************. I was called around 11/22 about extending my contract another 12 months. I said I didnt want to extend for another 12 months because I knew I would be moving around the summer of 2023, and would have to cancel the contract. I didnt want to pay the remaining contract. Was told on the phone that the buy out of the contract was only for initial contract and could cancel anytime on the new contract. So I moved in May. I cancelled ADT on my old house. Today was charged $358.94 for remainder of contract. They took out $56.67 from the remainder of what was left on **** payment and charged $302.27 for the remainder. Ive called multiple times. They say on the verbal contract I basically should have been told about the cancellation charges. Was told opposite of the cancellation on this contract. So it doesnt matter what you are told by sales department about the contract. Apparently they can lie about what they want and you are on the hook for what the companies intended contract states. I took photo of billing and the contract dates. Also what happens when you click to read this contract. Im not authorised to read my verbal contract apparently.

  

  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.

  In exchange for a lowered rate, the customer agreed to extend their contract for 12 months verbally.

  Verbal contracts 12 months and under are legally binding. The charges are valid. 

• Initial Complaint

  Date:06/27/2023

  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.

  I called ADT to inquire about our second property we have with ADT and the fact that we had no idea we had a new contract since we have been with ADT since 2011. We are selling our second property in which we have the contract and the customer service rep was incredibly rude, did not listen to what I was trying to ask and combative. At one point when I asked to speak to a manager, he was talking over me and yelling. Horrible customer service all around. I would like a call from a manager to discuss this issue and my options for cancellation.

  

  Business Response

  Date: 07/27/2023

  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 confirmed that the customer's secondary account is closed. We issued a credit of $237

   

• Initial Complaint

  Date:06/27/2023

  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.

  They won't let me cancel my account even though i am not under contract. I have tried for hours to cancel my account and just keep getting put into a queue. I am so angry that they won't let me cancel and still am trying. I feel like they are stealing money from me every day since i am no longer using their service. I feel like this is an illegal practice and should be investigated and punished. This is by far the worst company that i have ever dealt with, the *** and board of directors should be held accountable for bad business practices and all shareholders should be aware, unless they already are. Please help me however you can as i am sure others experience the same exact pattern of misconduct that i have.

  

  Business Response

  Date: 07/31/2023

  We regret any inconvenience the customer experienced & apologize for their frustrations. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.
  
  ADT has confirmed that the customer's account is closed;with a zero balance.

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20242491
  
  I am rejecting this response because:

   

  its not true, they have deceptive and predatory practices and everyone knows it.  Stop bullying your customers.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/27/2023

  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.

  Difficult Company to work with! We called in February of 2023 to cancel the service after we served/paid off completely the 3yr contract. We were questioned over and over why are we wanting to cancel? We explained that we have a security system of our own and no longer needed them. (It sounded like the same woman both times we spoke to them). ADT continued to take out the amounts of $57.23 each month from February through June totaling $286.15. We contacted ADT 2 times during the months of February and April. We also contacted our Bank to dispute and got a charge back twice in the amounts of $57.23,totaling $114.46. We have proof of each withdrawal, each phone call/time, and also the bill ADT just sent us stating we owe them the $114.46 back. They owe us the remaining amount of $171.69. We want them to completely cancel the account with a confirmation # and date and amount due to us of $171.69.

  

  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. We have removed the balance.