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

  1809 Olde Homestead Ln Ste 103 Lancaster, PA 17601-5957

  
• 

  ADT Security Services, Inc.

  6000 NW 2nd St Ste 1000 Oklahoma City, OK 73127-6532

  
• 

  Red Hawk Fire & Security

  2611 S Roosevelt St Ste 101 Tempe, AZ 85282-2051

  

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:04/20/2023

  Type:Product 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 told ADT we were moving on March 2nd and we wanted to keep them as our security company. They said I would have to transfer the system to another location so I would not be charged the rest of my contract fee. I did not close on the house yet so they suggested I go with ADT Blue. So they sent the ADT Blue security system I activated it and I kept receiving bills from ADT saying I owed the $2410.91 for the rest of my contract. I called them to let them know I had set up ADT Blue they said they are not able to see ADT Blues accounts. I had to call them. So I did only to be on hold for over an hour with nobody picking up. After a few days of trying I called ADT back and they put me on hold trying to get ahold of them. Was told to give them my phone number and the would call me right back because they could not get ahold of them either. Never heard back from them. I tried several more times and I finally got someone who said they could help. They gave me an account number and a date of creation which was March 5th. Then was transferred to someone who said they were opening an account to let ********************** know I had ADT Blue so the rest of my contract fee would be waived. I was told that would take ***** hours. Never heard back so I called again. Again on hold for over 2 hours so I called ADT they said it was an incorrect account number nothing they could do I needed to contact ADT Blue. On April 16th ADT took the $2410.91 out of my account as well as ********************** Blue taking out $43.25. I called corporate at this point April 17th because I have ADT Blue but now ADT has taken the rest of the contract money which they should not have. I spoke with a Keke *************************. She said it would take a few days to research this. I have not heard back from her either. The two numbers I have for ADT Blue are ************ and ************. I want the $2410.91 put back into my account. I dont understand why if these are both ADT they cant see the accounts. I feel like this is a scam.

  

  Business Response

  Date: 05/19/2023

  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 refunded $2410.91.

  Customer Answer

  Date: 05/22/2023

   
  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:04/20/2023

  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.

  ADT-I was previously a Nest Secure customer who opted for the ********************** Self Setup offer due to the discontinuation of Nest Secure services. So far, I have been displeased with service. I have called 5 different times to try to upgrade my account to Nest Aware Plus and none of the representatives that I was in contact with knew how to do this, sending me on endless holds to talk to a supervisor. I used to have Nest Aware Plus but when ADT took over my account, it was automatically downgraded to the regular Nest Aware. The longest time I waited on hold with no answer was 1.5 hr. Also, one of the door/window sensors is a dud and does not work, and I been able to get a replacement for this. These two things are my main gripes, and if they can't be rectified, I would like to return the ADT system and cancel my account.

  

  Business Response

  Date: 05/23/2023

  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:04/20/2023

  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 bought some security equipment ADT blue about a year ago, was not satisfied with the services, in January 19, 2023 I called ADT home monitoring service system who I had service with before at *********************** for about 14 years, i sold the home, ADT blue stated they only services apartment, I switched for the better service plan, they and was told that was fine, I am now having two monthly payments coming out of my account since February 2023 and like them to stop, i cancel the ADT blue and receive a email but they are still taking two payments, please have them to stop, thanks ***********************

  

  Business Response

  Date: 05/19/2023

  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.

  Blue is backdating the Blue by ADT account to the start of the ADT pro services. 

• Initial Complaint

  Date:04/20/2023

  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.

  On 2-17-2023 ADT put a security system in my home. I am a widow(2 yrs) and the account was in MY name. The price was higher than quoted! $57.48 was put on my credit card. I was never asked to sign a contract. The next day I received the contact in my deceased husbands name and someone had SIGNED HIS NAME to it! ( we had an acct many years ago). I called to cancel the account and have the equipment removed. On 2-27-2023 the system was removed. Since then I have been billed, contacted and harassed by ADT! I have spent multiple hours on the phone with ADT trying to have the acct closed and get my $57.48 back. I have documentation on every phone call, as do they! This is insane! They put you on hold then hang up on you! HOW can the BBB give this company an A+ rating when every review details the exact same problems with ADT? It is misleading to say the least. I went with them based on your A+ rating and didnt see ALL the BAD reviews! I am almost 80 yrs old and this situation has caused me emotional distress and anxiety! By not taking reviews into account for your ratings it is very misleading to say the least! I will supply ALL documentation upon request as there is too much to download.

  

  Business Response

  Date: 05/22/2023

  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 released the customer under the 3 Day Clause. We have processed a refund. 

  Customer Answer

  Date: 05/23/2023

   
  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.
  I have been promised a refund 4 times. I hope I receive this refund and in MY name, not my deceased husbands name which I could not cash.
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/20/2023

  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.

  ADT stole our contract from Safe Haven Security weeks before it was up. ADT lied about our contract on a recorded call, ADT admits this. The ADT installer took the equipment (as of 4/19/23 they say they were allowed to take my personal property on a recorded call) I purchased through Safe Haven. The installer installed the equipment wrong so when we called for service ADT informed ** we were not ADT customers. They would not help us as "Our worker lied to you and hacked your account to pull this off we are unable to help you, you need to contact Safe Haven"I have ADT on their recorded calls saying the person committed fraud. ADT does not deny this. They have pulled the recorded calls and admit it happened but said that they might have broke the law but I signed a contract. Now they want $4000 dollars.No. Safe Haven admits, ON A RECORDED CALL that ADT stole my equipment and that ADT themselves admit it but hang up on me. They admit it and hang up on me. I've been trying to resolve this for over a year

  

  Business Response

  Date: 05/23/2023

  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 has been advised the balance is valid, He signed a contract with ADT LLC to upgrade equipment & that equipment was placed on a finance plan. 

  Customer Answer

  Date: 05/23/2023

  They lied on a recorded call. They do not dispute this. They told me they were allowed to take equipment owned by me, when they installed equipment. They told me on a recorded line on more than one occasion that they are not allowed to do what they did and it is "fraud". I did not make these claims until I was told by more than one ADT customer service rep that they were not allowed to do what they did. I am not backing off of this and will be taking legal action if this is not fixed. I was told every call is recorded and they do not dispute my claims, in fact they agree with them and tell me "oh well". I'm not lying, this needs to be brought to light. They literally defrauded me. Just because you say it is valid doesn't mean it is legally. You committed fraud. 

   
  Complaint: 19959629
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/23/2023

  ADT removes & properly disposes of any equipment that is removed during an installation or an upgrade.

  It is up to the customer to advise that they would like to retain this equipment. Safe Haven is not charging the customer contract termination charges & from the time of the upgrade, ADT was servicing the customer's equipment. 

  The customer is outside of our cancellation parameters & the account does not meet the qualifications for release.

• Initial Complaint

  Date:04/19/2023

  Type:Billing 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 have recently moved April 2nd, 2023 from **************************************************************. So on April 3rd I called ADT to either cancel all together or try to move service to a rental. ADT informed me I would have to pay nearly $2000 to cancel service or I could move service. In a rental, I informed them I am no where near police so cheapest service only. They said they would send out a plug in system with a few window sensors. They would work with me on remaining system equipment by still charging the ***** for it til it is paid off. However 3 days later boom charged my credit card $****** for the full amount. Next, they would lower my service to $35 a month with $8 equipment fee. Wrong again, **** showed up today April 19th for $1274.87. Help this predatory business is not doing anything they said they would do. Everything an agent has told me has shown to be false, misleading and downright croocked. I only moved due to accepting a new job 2 hours away. Satisfaction will be to refund the ******, charge me what ADT said they would charge $35 + $8 plus the $***** until contract is paid or cancel contract now and break ways. Nothing owed by either party. I have their new system in the unopened box that will be shipped back if needed.I need help from this predatory business.I just noticed even though they charged me ****** on my card the company is still charging ***** for the equipment I just paid off. Wrong in more ways than one.

  

  Business Response

  Date: 05/19/2023

  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.

  As a gesture of goodwill, ADT applied a credit of $500 off the balance owed. 

  Customer Answer

  Date: 05/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is the only option I have and ended any and all business with them. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/19/2023

  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 moved from a location I was renting to a home my boyfriend and I purchased in April of 2022. At that time we transferred the ADT services and I immediately had to leave the state for fire season. Upon my return I was concerned that the bill was higher than I had expected based on what was in my contract with ADT. I reached out to customer service and received a runaround before someone finally told me to reach out to relocation services. Speaking with them it was determined that there was an error and they did not put in the proper code so I have been being billed for BOTH locations. I was told they would research it and rectify the issue. A subsequent ******************* showed the duplicate charges so I called again, having to repeat the entire issue to yet another representative. I was told that it was being escalated and I should expect to see the credit to my account for the overbilling within 3-5 business days. It has now been two weeks and it is still not there I have had to go through this AGAIN with yet another representative only to be told again that the old address is still active and I need to speak to cancel it. WTF. Why did relocation services not cancel it and why have I not yet been refunded the duplicate billing? I am sorely tempted to cancel the service altogether and never do business with this company again.

  

  Business Response

  Date: 05/19/2023

  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 issued a 12 month credit, for the double billing that took place on the account. 

• Initial Complaint

  Date:04/19/2023

  Type:Sales and Advertising 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 sold my home in April of this year (2023) and received a call from ADT explaining what options I had to close out my account. When the buyer did not want to continue services with ADT, I chose to cancel my account. The woman who called me, *******************, stated that I had been overpaying for my services and she could get me a reduced rate to continue. Since I had moved and didn't want to continue services, I wanted to cancel my account. I was then told by **** with ADT that yes in fact there was an $11 dollar charge that was on my account monthly that I shouldn't have been paying. Since I had been a customer with ********************** for 5 years I assumed $11 a month over 5 years should be enough to wipe out any outstanding balance of contract charges. After being on hold on and off with the billing department and account ******************** for over an hour, I was told there was nothing they could do to reduce the remaining balance of contract. Now I feel as though someone was lying to me and trying to get me to either resign a new contract with ADT or get a lot of money out of me. I had up until this point thought very highly of ADT and enjoyed their services but this makes me want to let my Realtor know to never recommend them to prospective buyers and to advise her current sellers to cancel services with ADT. This was not worth the money I have given them over the years and the issue is still not resolved. I would like ADT to work with me to reduce the amount left on my contract and to acknowledge the fact that I have been a loyal customer for years. I feel like this company doesn't care about its customers.

  

  Business Response

  Date: 05/22/2023

  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.

  No refund is owed to the customer. 

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 19957073
  
  I am rejecting this response because: not only did ADT poorly handle this case they then charged my card for the full amount of the rest of the contract without confirming with me and prior to cancelling my account. Fully disgusted with this business and the way they treat their customers. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/23/2023

  ADT stands by its decision & considers this case closed.

  Due to the service not being acquired by the previous homeowner, the contract termination charges are valid; as well as the equipment charges.

   

• Initial Complaint

  Date:04/19/2023

  Type:Delivery 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 been a Nest / ****** customer for over 5 years and spent over $2,000 in 6 cameras , alarm , 8 smoke detectors and 2 thermostats. I received an email that ADT will be shipping me new equipment to make operable with the Nest /****** equipment i purchased that was working fine .ADT has not shipped the remainder of my equipment. I called and emailed the over a dozen times with no response. I have no operable equipment that i depend on for my service dog and safety.

  Customer Answer

  Date: 05/15/2023

  Please be advised that I am a disabled veteran and live alone with my GSD service dog. I puschased ************ cameras (7), alarm system (1), smoke detectors (7) ,thermostat (2).Iast year. I received an email that ADT that they will be replacing my equipment with ADT hub , sensors, door bell cameras and motion detectors. ADT opened their account and disconnected my Nest equipment.I have not received any new ADT equipment to activate my account. I have no service!!

  

  Business Response

  Date: 05/30/2023

  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 were able to speak with the customer and assist with completing his ********************** package. We are replacing his main base station for proper functionality. 

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 19956860
  
  I am rejecting this response because I have not received the doorbell camera or sensor package. The original was received damaged and returned to ADT. Fed-x tracking # ************.The existing sensors keep burning batterys and going off line . I have the fastest WiFi internet that ******* offers. I had no issues with my Nest system. Would you please send me the correct equipment so i may secure my property. I am a disabled veteran and live alone with my service dog. Thank you.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/24/2023

  Blue considers this case closed. 

• Initial Complaint

  Date:04/19/2023

  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.

  My husband and I sold our house on 3/17/2023 and moved out of state from ******* to ****. I called initially to cancel the services however the agent helping me informed me that I could actually "transfer services". She informed me that first we needed to "close" the previous account and start a "new one" to which I agreed to do. She ran 5 different credit cards and debit cards between my husband and I and the website would not allow for the transaction to be processed. I have 2 girls under the age of 4 that require my full attention, especially with one of them being autistic. I informed of this to the agent and expressed that I did not wish to continue being off the phone, to which I had already been on for over an hour!!! The agent did not want to give up and I informed her that if the cards would continue to be ran, they'd be locked for security purposes and I didn't feel comfortable continuing to try. I asked if the cancellation fee of over $1,000 could be waived as this was not an error on my end but on them. She refused. I asked to speak with someone higher than her and she again refused, stating there was no one else I could talk to on the phone besides her. I. became upset and told her to just cancel my services and send me a bill. Not only did she not cancel my services, I have been receiving TONS of advertisements and calls, including a newly assigned agent?! WHY!!!! Today being yet another day of a call, I informed the agent that I did NOT want any more advertising from ADT and I would like for that service cancellation fee to be waived!!!

  

  Business Response

  Date: 05/22/2023

  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 new homeowner has acquired the service. As a gesture of goodwill, we have issued a credit & processed a refund for the contract termination charges paid in the amount of $1155.29.