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.

close

Find a Location

ADT Security Services has 245 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  ADT Security Services

  1501 Yamato Rd Boca Raton, FL 33431-4438

  
• 

  ADT Security Services

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

  
• 

  ADT Security Services

  3332 Walden Ave, Suite 108 Depew, NY 14043

• 

  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:03/16/2023

  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 attempted a total of four times now to get yard signs for my home that come with the service I pay for. ADT has been unable to provide the required yard signs.

  

  Business Response

  Date: 05/01/2023

  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.

   

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19604832
  
  I am rejecting this response because ADT has not met the requirements of their contract.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/01/2023

  ADT has shipped the yard signs.

• Initial Complaint

  Date:03/16/2023

  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.

  The website says theres a six month satisfaction money back guarantee. I tried several times to get ahold of a rep! I was left on hold for long periods of time and hung up on. The reps were rude. They refused to provide me a refund and release me from the contract and they refuse to have someone from their company professionally install the products. I spent a long time ordering the security system for my house and at the end was told it was one I would have to install myself the rep said it would take 10 minutes and be super easy. I bought one for my rent house too but I am overwhelmed and dont want a wireless system.

  

  Business Response

  Date: 05/03/2023

   

  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 6 Month Clause does not apply to Blue by ADT, as it requires service calls.

  Blue has a 30 Day Money Back Clause.

  The customer does not qualify for release. 

  Customer Answer

  Date: 05/23/2023

  There are a few clarification that need to be made.  

  1.  I called the company within the first 30 days to cancel. This was verified by a worker named CJ.  However, the customer service reps just put me on hold for an extended period of time.  This happened more than once. ** also stated that they know they have a problem with customer service. If you read their ******** page other customers have noted that they get rude reps, that do the same thing to them that they did to me which is be rude, hang up and leave you on hold for long periods of time. 

  2.  When I first called the company, I was calling the wired company. I was not calling and did not want a wireless system. I did not realize until a long time into the call that it was a wireless system. I told her I did not want a wireless system and she talked me into it saying that it was easy to set up and would take ten minutes; not true. She also stated that they would help me if I had any problems at all but also not true because of how they handle customers that call in. 

  3. That fact that I did not call into the wireless sales department became more clear when I was told by a sales rep that I could not have a wired service in my area because they don't serve my area at all and my call was routed to the wireless department automatically. 

  4. The company said that I could get the wired service and that would get me out of the contract. I attempted that 2 times. The first sales rep I was transfered to said there was not way at all he could help. The second attempt I was told it was not an option in my area. 

  5. The problem is very poor unprofessional customer service, lies about the ease of use, being redirected to a department that I did not way services in and not having anyone care about the fact that I called in before the ********************************************************** from being successful. 

  

  Business Response

  Date: 06/12/2023

  Blue stands by its decision.

• Initial Complaint

  Date:03/16/2023

  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.

  ADT account: ********* I have been ADT customer for 11 years and 7 months. One of my ADT motion senors failed and the battery was fine, so, I called for ADT technical support on 1/11. They got me a virtual technical support appointment two days later. When I talked to the technical support, he said he will send me a new motion sensor for replacement and I shall receive it in one week and he will go through with me on the phone when I receive it. So, we had another apointment for one week later. But I didn't receive either the motion sensor nor the phone call one week later. So, I called ADT again on 1/18. They made me another appointment to talk to the virtual technical support. This time, the technical support never called me back. When I called the customer service to check what's going on, the customer service said the tech did call at certain time. But the truth is I never received any phone calls from them, nor a voice mail. Up to this point, I figured ADT not only have bad service, they also have attitude issue, their staff make lies. I can't pay ADT for some broken service. So, I decided to cancel the service. On 3/13, I called to cancel the service. They told me they will charge me for another month, that's their policy. Today, I do receive their bill for another month. I don't think that's fair, currently not only one of my motion senors doesn't work, another door senor fails as well. (because my ADT equipment have been more than 11 years old, it's starting to break down) I don't think I should pay for another monthly fee for their unsecured service. Hopefully, BBB can get me the justice to have ADT credit me back the one month fee that ADT shouldn't charge for the service they didn't provide.

  

  Business Response

  Date: 04/27/2023

  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.

  ADT has cleared the remaining balance.

  Customer Answer

  Date: 04/28/2023

   
  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:03/15/2023

  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 2/3/23 I canceled my contract with ADT As per there contract I have three business days to cancel the salesman use a laptop to fill out form he filled in areas without asking me such as auto pay I would not of agreed to this if I was asked I made multiple attempts to fix the situation by calling adt every time they would transfer me to someone else I finally got someone who can cancel my contract at first she would not give me her name the name she gave me is ****** to the best of my knowledge I explained my problem and told me my contract is canceled as of 2/3/23 and I would receive a full refund When I asked for a email confirmation she would not give me proof adt every other day theres a charge on my card one for $209.23 and $45.89 and now another charge of ***** I do not want adt Any help would be appreciated greatly

  

  Business Response

  Date: 04/20/2023

  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.

  ADT agreed to release the customer from the contract. We made many attempts to reach the customer to schedule their dismantle appointment; to no avail. 

  Once we are scheduled to return to retrieve the equipment, all adjustments will be made. 

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19601863
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19601863
  
  ADT made no attempts to contact me no phone calls no voicemail but they sent me emails saying I owe the 320$ 3 days later another email saying i owe $94 what these charges are for they dont explain all of ADT equipment was removed and in a box they can pick up there equipment anytime will I receive a full refund
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/24/2023

  We have re-opened the dismantle ticket.

  Customer Answer

  Date: 06/03/2023

   
  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:03/15/2023

  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 had a monitored security service that was taken over by ADT. ADT tried to charge me $300 to replace my equipment due to their mergers when my equipment was working fine. I refused the new equipment multiple times and asked to cancel my services because they couldnt use my existing equipment. ADT informed me that they were in fact not monitoring my current home, they were monitoring my last home that I had not owned for more than a year. I requested to cancel my services entirely in Oct 2022. My account continued to be billed so I had to call back multiple times and was confirmed my account was cancelled. Today I found out ADT created two accounts for me; 1 for my current home and 1 from my previous home. ADT said the representative helping me with the cancellation submitted a "move" request instead of cancelling my account so Im still being billed on an acct. ********************** said they cannot back date the cancellation to the date of the request because there are no notes on both accounts. I asked for the calls to be reviewed and they refused. I asked for a supervisor and they refused. I asked for both account notes to be reviewed that shows my request and they refused. Im at a lost for words at the level of service Ive received

  

  Business Response

  Date: 04/20/2023

  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.'

  ADT has waived the balance. 

• Initial Complaint

  Date:03/15/2023

  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.

  03/07/23 I had ****** nest camara installed. ON 03/08/23 I called and canceled the camera. On 03/10/23 the ADT tech came to our home and Uninstalled it. I have tried several times to get my refund by calling ADT. I have been left on hold and sent to several different people who did not come back on the phone. On yesterday I was on hold almost 2 hours. I called today something. I am due a refund. They picked up their camera and now tgey act like they can't help me.

  

  Business Response

  Date: 04/26/2023

  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 review of the account, ********************** issued a credit of $289 on the account, for the removed camera. 

• Initial Complaint

  Date:03/15/2023

  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 transfer an existing ADT system to my name when I purchase a condo unit. The existing system had 3 zones, front door, patio door(Garage rollup style), and motion sensor. When I transferred the service they offer to upgrade the panel. I accepted. Shortly thereafter we had a theft incident, and the system did not alarm despite the motion sensor triggering during the event. After having a technician review the logs, they said they could not reproduce the error. They also told me that the garage door had not been added to the new panel, and that was not something that made sensors for anymore. I also found out there was no ************** permit on file, nor any attempt to notify me one was required so there was no obligation for emergency services to respond. At the 6-month guarantee date, I called to cancel. They informed me that the only way they would honor the money-back guarantee if I paid to have another technician come out and attempt to fix the system. They not only refused to honor the refund guarantee, but they also charged me an early cancellation fee. I was unwilling to spend any more money with them to have someone come out and tell me the same thing they told me multiple times before. I am asking that at a minimum they waive the cancellation fee given they are unable to offer a working alarm system for our condo.

  

  Business Response

  Date: 05/01/2023

  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.

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19600200
  
  I am rejecting this response because: they made no specific references to my experience. We had a working adt system in place that they upgraded. The new system no longer worked. Their solution was for me to spend money on new sensors as the sensors that were already in place were no longer compatible with their upgraded system.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 06/02/2023

  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's account does not qualify. 

• Initial Complaint

  Date:03/15/2023

  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.

  We were customers of ******** Security. On July 7, 2022, we were informed by email that ADT had acquired ********. According to the email:-"The transition date for your security service and support is **** 28."-"Monitoring your home or business is a seamless transition, and no action is required on your part."On December 24, 2022, we had a false alarm but did not receive a call from ADT. We called them, and a technician said they weren't receiving a signal and would get back to us. When we didn't hear back for more than a month, we again contacted ADT and were kicked from customer service agent to agent multiple times before getting to someone who would help us. Eventually we learned that our ******** system was incompatible with ADT monitoring, and ADT changed our system to theirs. An agent told ** to call back after the new equipment was installed to be reimbursed. I called back on March 9, 2023, and again was kicked around to different agents. Finally I spoke to someone who informed me she could only reimburse me for two months because reimbursement since last July was "too much money." Besides the shoddy customer service and not getting back what we are owed and were promised, if we hadn't had a false alarm, we would have continued paying ADT with no coverage. I expressed my concern that other ******** customers weren't being served, and ADT offered to assurance that they would take action.

  

  Business Response

  Date: 05/03/2023

  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 applied a 7 month credit, towards future monitoring. 

• Initial Complaint

  Date:03/15/2023

  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.

  Details:Bought security system and was promised:A system that I could download into my computer.There were 2 cameras added during installation to secure an area were a person died due to illegal trans-act.On day of installation installers were gone for 1/2 a day at the end they called me and said they were in a hurry but that they will be able to install the system in computer later. After several attempts to call for installation into my computer no response form sales or installers. The cameras do not cover the area requested. The cameras can NOT be installed into my computer because they were not bought from original creator they are copy cats. SEVERAL PHONES, EMAILS, NOBODY HAS MADE ANY EFFORT FOR THE ILLIGAL PRACTICES OF WHOEVER DECIDED TO SELL HOPYCATS WITHOUT AN IPT NUMBER AS PER A LETTER FROM HIKVISION. SO IAM STOCK WITH CAMARAS THAT ARE NOT COVERING THE INTENDED IMPORTANT AREA AND COPY CATS WITHOUT AN IPT ACCOUNT NUMBER.

  

  Business Response

  Date: 05/03/2023

  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 returned to the location & resolved the issues with the cameras. 

• Initial Complaint

  Date:03/15/2023

  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.

  My system apparently needed an upgrade and it was challenging to contact customer service since every time I would get toggled to many different people. I don't have the full service that I technically should have which requires an upgrade. They still charged me for the same service, and even increased the monthly payment of that service without notification and refused to upgrade unless I paid more per month for 3 years. They would not work with me despite having a lack of backup service I need with the current system I have and would not refund my payments.

  

  Business Response

  Date: 04/27/2023

  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.