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:03/14/2023

  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.

  ADT is making it impossible to cancel my service. I have been an customer for almost 10 years, however, I decided to go with another service since my equipment, which I own, is outdated and the monthly fees have escalated from $60 per month to $100 per month. Repeated attempts to call ADT to cancel have resulted in being bounced around to various service reps. ** seems that the reps are not ** based, have difficulty understanding English and always end up telling me I need to speak with a cancellation person to whom they will transfer me. Unfortunately, the transfer never goes through even after hours-long wait times. ** seems like their system is designed to wear their customer down so that they give up on the call, which is what I have done, several times. At best, I think they should cancel my account and refund the past six months of billing, which is less than the time I have spent trying to cancel service. At worst, I want my service cancelled immediately. Account number ********

  

  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 backdated the customer's cancellation & waived balance. 

  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:03/14/2023

  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.

  2/27 I ordered a system received by ADT. I received a defective hub determined by tech support over the phone. They told me they would ship out a hub that was three weeks ago. Contract says I won't be billed until activation to date almost a month, I was billed *****. No refund. I was told yesterday by rep she approved overnight shipping ***** and a replacement hub and the keypad was FREE. Nothing came in the mail. To date, I have had intruders in my home, they hack my wifi and pull the plugs... my apartment isn't secure and protected. Vivint has six months free monitoring and even TopUS offers monitoring at *****/mo. All I have is the doorbell and indoor cam works on ******* I'm very upset, wish ADT do ***** and free equipment I haven't received the replacement hub nor the FREE keypad. I have Two free months and 1/2 month is gone due to no replacement no FREE keypad was sent overnight.

  

  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.

• Initial Complaint

  Date:03/14/2023

  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 signed up for ADT services in 2020 on a 5 year contract. My contract states if there is an increase in charges that I can dispute the charges within 30 days of notice. I noticed that there was an increase in my charges when i reviewed my ************* statement. I reached out to ADT on 3/10/23 and chatted with ****. The chat started at 11:31 a.m. until 11:54 a.m. where I ended the call because there was no resolution. I asked **** why was I charged late fees when my account was on auto-debit so I had no control over when they were paid. I also wondered why my charges increased when i NEVER received written notice of an increase. I was told as a courtesy she would refund my late charges, which I am still showing a balance for. But never explained why my charges increased. **** constantly placed me on "hold" and then finally told me I had to contact a "rate reduction specialist" to see if there were offers I was eligible for. My contract states I have the option of cancelling service if I disagree with the increase and I definitely do not agree with being charged more money for spotty service (but that's a separate issue and I am sure the company can see just how many calls I've had to make relating to service issues).

  

  Business Response

  Date: 05/11/2023

  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: 05/11/2023

   
  Complaint: 19596534
  
  I am rejecting this response because: the business did not address the complaint. I specifically stated what I was unsatisfied with. I do not agree with the rate increase especially because I was not given sufficient notice. I feel the company is now in breach on contract for not providing prior notice of increase and I would like to cancel the contract with no penalties (fees)
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/28/2023

  It is only breach of contract if the customer requested the rate increase be removed & ADT did not comply.

  Customer's are able to monitor their deductions via their financial institute. Statements are also e-mailed & are available on myadt.com

  The customer is not eligible for release. 

• Initial Complaint

  Date:03/14/2023

  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.

  On March 8th, I called ADT to explain that I had sold my condo at the address in ******, which I gave earlier, and that I was moving to another Address to ********************, 45 minutes away and the employees that I talked to had no idea what to do, the only thing they did was bounce me from one department to another and finally I got to one more customer rep and she APPEARED to understand( appeared is the keyword as my complaint will makes clear it was definitely not the case as I found out much later) her name was ******* and I initially wrote an email of recommendation to her boss at ********************************** in order to help her. It definitely was a mistake because today March 14, I looked at my bank statement and saw an equipment fee because of a cancellation policy! This is ridiculous as I have the relocation equipment from ADT that was received by me ( I do have the ADT box to prove it) and I also have the voice recording of the woman that lied and said she would *********** and instead she cancelled my service. They charged me $705.65 even though they were supposed to apply the cost to the next location as ******* explained herself. My Chase client banker even heard the entire exchange and filed a claim against ADT as directly in front of her at around 4 pm while at the bank one of ADTs employees even admitted they made a mistake in cancelling when it was indeed a relocation and there was no justification for it. I ask that I'm contacted by ADT, explain why I was lied to by their employees and to receive a full refund. I am never ever going to recommend this service to anyone, this company is by far the shadiest company I have dealt with in a long while and I am retaining counsel and fighting their deceptive business practices. This is an extremely deceptive business that hires the worst of the worst customer service representatives, I was hung up twice by this company and I will never ever deal with this company again.

  

  Business Response

  Date: 05/24/2023

  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 balance is valid. The contract termination charges (in the amount of $2581.33) are eligible for waiver once the customer establishes ********************** service at another location. The financed equipment charges (in the amount of $705.65) are not eligible for waiver. They must be paid in full or placed back on an installment plan (within 6 months) on the newly established location.

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 19596478
  
  I am rejecting this response because: ************ has engaged in outright fraud. They were able to gain access to a credit card issued by *********** and charge it without consent. When I realized this I filed fraud with *********** and had them open an investigation on them and *********** refunded my money, closed my credit card and pursued fraud against ADT. After the period of investigation had completed, *********** found in favor and ADT could or wouldn't respond to the investigation ********** of *********** and as a result they were found to be guilty. ************ furthermore forged my signature and I have retained counsel to take this criminal company to court. Let me be clear: I NEVER signed an equipment contract with this company or any contract that was sent to me. Nothing was sent and I even have the voice recording of several associates and the management team lying and contradicting each other. The only reasonable outcome from their part regarding answering the BBB was to admit their mistakes, assume responsibility, refund me what they owe me and clear my account, instead they decided to stick with their lies and abhorrent business practices and deny everything. For all who read this: PLEASE NEVER DO BUSINESS WITH THIS COMPANY; ADT is the WORST security company on this planet and is run by a group of fraudsters and literal thieves who will STEAL your credit card information until they are turned over to proper authorities. CONSIDER YOURSELF WARNED!
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:03/14/2023

  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 signed a 36 month contract with ADT in December 2020. Recently, we are expecting a new baby and need to purchase a larger home. There is nothing in the contract that states this but ADT will not allow us to move without either breaking the contract with a fee or renewing the contract we have by purchasing new equipment. The service is terrible as is and now we have no way to move without paying an extra fee.

  

  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 does not transfer contracts from one location to the next. We have covered our relocation policy with the customer. 

• Initial Complaint

  Date:03/14/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the past 2 days I have been trying to talk to the billing department regarding my bill. I have asked for an itemized bill to tell me exactly what is being charged on my account, and no one has an answer for me. I keep getting the run around and keep getting transferred from department to department. I then proceed to talk to a man who started raising his voice at me (after an hour of being put on hold and given the runaround from him) saying there is nothing he can do and can send me to the service department when I specifically needed to talk him in the billing department about my billing issues. I asked him to please transfer me to the cancellation department. I was on hold for another half hour trying to get in contact with someone in that department. I was on the phone with ADT for 1.5 hours trying to get my issue resolved, and nothing has been fixed. My doorbell camera is not working, cameras are not recording, and I feel like my family has completely been taken advantage of by ADT. I have items on my bill that are non-existent in my house. I have reached out time and time again and nothing gets resolved. My husband was lied to at the date of initial service as the installer told him there was ONLY a contract for the installation and were going to be charged monthly for the ADT monitoring service which does not have a contract. I am very disappointed in ADT Security.

  

  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.

  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 customer also swapped the indoor camera for an outdoor camera at the time of installation. We have attached the Change Rider from the day of installation. 

  The balance is valid.

• Initial Complaint

  Date:03/14/2023

  Type:Customer Service 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.

  My system has been malfunctioning for over 18 hours. It's reading low battery. Called customer service and I was told that a free replacement battery (which comes with my plan) will take 3-5 business days. In the interim my all three key pads, one of which is in my bedroom, remains illuminated and beeps repeatedly. There is no way for me to silence the beeping for more than 2 hours, per the customer service representative. I asked to have the replacement battery expedited, but the representative said ADT will not expedite. I asked to speak to a manger, but the representative said it would be ***** hours before I would receive a call back. This is terrible customer service! I should not have to lose sleep for 3-5 days because ADT will not send battery overnight, nor do they have a solution for me to silence the beeping. I've been a loyal customer since 2009 and this is the best they can do. I definately do not feel like I am a valued customer or that they care that their malfuntioning unit with cause me sleep deprivation which could ultimately become a safety hazard. They need to do better!

  

  Business Response

  Date: 04/19/2023

  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 resolved the service issue; with a service call.

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19596040
  
  I am rejecting this response because: I spoke with ******, Manager inTech Support. She was not very helpful and did not care about the inconvenience this has caused me and my family. ADT would not expedite sending a battery even after they erroneously sent me the incorrect battery. It took over a month for them to resolve my issue - way too long!! Additionally,ADT's system does not indicate that my house is hard wired and I alway have to go through unnecessary steps because ADT will not note on my account that my system is hard wired.  Also, I still am being charge late fees, intermittently, even though my payment are made the same time every month automatically by my bank.  This is a computer glitch. Each time I call, which has been approximately a half dozen time by now, ADT guarrantees me that the problem is resolved only for it to recur a few months later. ADT tech support is top notch, but their customer service is not user friendly, misinformed, and incapable of resolving my recuring late fee issue. Very disappointed!
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/19/2023

  ADT has issued a month of credit, as a gesture of goodwill.

  Customer Answer

  Date: 05/23/2023

   
  Better Business Bureau:
  
  Although the problem causing the arbitrary late fee charges has not been resolved, 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:03/14/2023

  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.

  3/14/2023 Phone call with billing. I canceled on a recorded line on January 25 and paid in full by credit card. Today Billing called and demanded another 30 days payment. We reviewed the contract attached and on a recorded call they agreed it is not in the contract but is ADT policy. I stated if it is in the contract I would gladly pay the extra 30 days. They agreed it was not and stated they demanded the extra 30 days. I said no. This company is not just doing this to me but all canceled policies. This is bigger than just me but I refuse to pay for what is not contracted to do. Please help set ADT straight.

  

  Business Response

  Date: 04/20/2023

  Term & Condition# 1 States: 

  This Contract will automatically renew for successive thirty (30)-day terms unless terminated by either party at least thirty (30) days before the end of the current term. If terminated, this Contract ends
  on the last day of the then-current term.

  As a gesture of goodwill, we have waived the remaining balance. 

   

  Customer Answer

  Date: 04/20/2023

   
  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:03/14/2023

  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 blue is very un professional and there mangers they took advantage of me while I had death in my family I tried to return the equipment to then every since Jan of this year they will not take it back they let my thirty days run out so they wouldnt have to take the equipment back Ive called a thousand times to return this items they will not take it back I informed them Im not going to use it its still in box they are unprofessional and there employees the have argued with me hung up on me because I dont want there items I seen on you tube they do this to a lot of ppl so they can make money and its wrong and I feel it validating my civil rights I would hate to sue ********************** blue but I will I have records of how many times I tried to give them there equipment back and they want take it the mangers ant any better they do nothing to help you at all

  

  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.

  Blue has made multiple attempts to reach customer. We have e-mailed a cancellation letter, detailing the next steps. We are awaiting a return of correspondence. 

• Initial Complaint

  Date:03/14/2023

  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 am trying to cancel my service when my contract is up in a couple of months, but they won't help me. I've contacted them several times via email, chat and phone call. I was told I can only cancel over the phone. Every time I try to call they try to convince me to stay. When I am absolutely insistent, they start dragging out the phone call. They say they are "checking with their supervisor" and then just sit there for long periods of silence. I was told at one point that I could just call the day before my contract was up to cancel. When I mentioned that the contract states I need to give at least *********************************************************************** a lie. I'm sure it was just an attempt to try and trick me into paying for extra months of service. They also never sent me the "wireless bridge" needed to maintain service. I know they have my correct address because I received several letters telling me I should have received one. I'm not asking for anything unreasonable. I just want to be able to cancel my service when my contract ends because I'm not happy with the service they provide. This company is so shady and I have no desire to do business with them.

  Customer Answer

  Date: 04/12/2023

  Added a copy of the contract for additional information. It has my contract number and order number. 

  Just wanted to update my request as I've tried calling a few more times over the past month. I also tried contacting support via email to see if I could get a physical mailing address to send a cancelation letter.

  

  Business Response

  Date: 04/21/2023

  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.

  This customer has since cancelled with our account management team.