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:06/28/2023

  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 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: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'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: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 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: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.

  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
  Make a Payment
  EasyPay
  Sign Up Now
  Billing FAQs
  Learn More
  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 $0.00

  
  

  

  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 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: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 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 it

  

  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.

• 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.

  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.

   

• 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.