Complaints

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

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  ADT Security Services

  1501 Yamato Rd Boca Raton, FL 33431-4438

  
• 

  ADT Security Services, Inc.

  8751 Park Central Dr Ste 100 Richmond, VA 23227-1162

  
• 

  ADT Security Services

  18 Clinton Drive Hollis, NH 03049

  
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  ADT Security Services, Inc.

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

  
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  ADT Security Services

  1400 Montlimar Dr STE B Mobile, AL 36609-6513

  

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: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. 

• 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.