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

  814 Arion Pkwy Ste 220 San Antonio, TX 78216-2837

  
• 

  ADT Security Services

  18 Clinton Drive Hollis, NH 03049

  
• 

  ADT Security Services

  1400 Montlimar Dr STE B Mobile, AL 36609-6513

  
• 

  ADT Security Services, Inc.

  5511 Ekwill St Goleta, CA 93111-2361

  

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:12/21/2022

  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 have been trying since the end of October for ADT to release my devices and my alarm.com IMEI so another monitoring company can take over. The service was disconnected on 12/6, after the 30 day notice. I have spend over 9 hours on the phone on hold and speaking to multiple people. My contract was completed more than a year ago so there is no obligation and the equipment is mine, ADT confirmed that. When they "could not" release my IMEI I verbally agreed to new service, my alarm.com app is not connected now so I do not know if I really have service/monitoring. I called tech support again today, after 40 minutes of wait time & speaking with someone still no resolution and I am currently on a 48 minute wait. I need this resolved, I fulfilled my contract and I need to be fully released from ADT so I can use another company. This seems like a process where someone has missed a step in the disconnection and it needs to be resolved ASAP and correctly. I need to be released from ADT or all issues resolved and price matching to occur. I should not be having to spend almost 2 months dealing with this. Thank you.

  

  Business Response

  Date: 01/31/2023

  We regret any inconvenience or frustration the customer experienced. 
  
  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 release installer codes/programming.

   

• Initial Complaint

  Date:12/21/2022

  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.

  Shortly after ADT installed the system in January of 2022 a window sensor went bad. We left the house and was unable to follow up until we came back in December.I have had several calls with ADT starting two weeks ago. The first time, after being on hold for an hour, they hung up on me when I asked about contract details. The second time I called ADT said they would both send me a replacement sensor and schedule a tech call on Sunday.After an hour on the phone with a technician it was determined that a new sensor was indeed needed. However, the technician discovered that no sensor had been ordered. There was some drama around when ADT could schedule a follow up tech call to address this issue (I was initially told the soonest appointment would be mid-January, a full year after the sensor went bad).A new sensor was ordered to be delivered on the following Tuesday (yesterday) and another tech phone call was set up for Thursday (tomorrow). Today I received a delivery from ADT which only contained an envelope but no sensor.Today I was on the phone with ADT for yet another hour, bounced to five people and still no resolution on the bad sensor.Facts:A. Then the system was installed the installer said ADT would send someone out to maintain the system including replacing any parts and replacing batteries. 1. ADT denies this is part of the contract. Which would explain why they hung up when I asked about details of our contract.B. The sensor went bad shortly after installation. ADT has records of this bad sensor going back to January 2022.C. The first virtual tech sessions ADT did provide offered no solution than replacing the bad sensor.D. A replacement for the bad sensor has now been ordered twice and twice has not arrived.

  

  Business Response

  Date: 01/19/2023

  We regret any inconvenience or frustration the customer experienced. 
  
  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 assisted with the sensor repair.

• Initial Complaint

  Date:12/21/2022

  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 two weeks before our move from our old home to the new home to ensure that we would have our ADT monitoring equipment transferred to our new home in a timely manner after the move. I spoke with a representative and informed him that I would like to keep the same monitoring we had at our old home (front door lock, doorbell camera, three door chimes, thermostat, and smoke detector), I just needed to transfer service. I did ask for the doorbell to be taken off because I was not impressed to which I was informed there is a new ****** doorbell and that installation would be free so I agreed. I was told to leave the old equipment at my old home and that I did not need it for my new home. I would get all the same things installed at the new home and it would be 3 payments of $108. I agreed and didnt think anything of it as my initial install at my old home was around $500. The technician came out and completed install, after which I was charged $644 with two more pending installments of $584 which is more than what I was told I would be paying. Ive spoken to 3 different people including branch management and their only solution is for the equipment to be uninstalled since I signed a contract that I was misled into signing after being told I was receiving the same services and installation at a cheaper cost. I would like to cancel service completely as I am very disappointed in a company I once loved as evidenced by having my mom and god mother both install services after Id told them how impressed I was with the service at my old home. I was told to get out of my contract it would be $3000+ so now I am stuck with a service I dont want and a bill I had no idea I was receiving. My mother and god mother will also be canceling service when their contracts are up due to the way this has been handled. I would suggest everyone who is interested in security monitoring to look elsewhere unless you have a ton of money to spend.

  

  Business Response

  Date: 01/31/2023

  We regret any inconvenience or frustration the customer experienced. 
  
  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 spoke with ****************** & offered her a free door lock. Billing adjustments have already been made for the additional equipment added at the time of install.

  Customer Answer

  Date: 01/31/2023

   
  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:12/21/2022

  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 10/15/22, I called to cancel my security service as I sold my home and am building a new one. I specifically asked if there was any contract or any cancellation fee. I had been a customer since 2012. I was told no. We decided to cancel effective 10/31/22 so that there would be no November 1 ACH withdrawal from my account. On 11/1/22, I checked and there was no charge. On 11/2/22, there was a $517 charge taken out of my account from ADT Security Services. I called and spend 2 hours on hold, but finally was able to speak to some one in account services. They told me that my money would be refunded. They gave me a confirmation number of #******* and an email confirming that my refund was being processed. She said it would take 1-2 days to show up in my account. I called again on 11/16/22 as I had not received anything. I waited on hold again for over 30 minutes and was told that they will need to send a check and it could take up to 25 days. On 12/2/22, I called again and was told that it was escalated and some one would call me in the next 24 hours. I never received a phone call or any communication. On 12/7/22, I called again and was told my request was denied. No one called me or notified me in anyway. I asked to speak to someone in management. They said I signed a 5 year contract. I was told someone would call me in 2-3 days. I never received any call. On 12/21/22, I called again was sent to account services on hold for 22 minutes and then disconnected. I called back a few hours later and was told that I signed a contract. She claimed that they sent to my email. They had the email at gmail.net not gmail.com. I feel another stall tactic. I have been received email from them for the last ten years at that gmail account. I left all the material in the home so that the next person could use it if they so chose. I asked to speak to someone in management. Was put on hold and told the wait time in over 55 minutes. Some one would call me back.

  

  Business Response

  Date: 01/19/2023

  We regret any inconvenience or frustration the customer experienced. 
  
  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 $494.27; which is the contract termination fees.

  Customer Answer

  Date: 01/19/2023

   
  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. How will I be receiving the refund? 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18622094
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  How will I be receiving the refund?
  
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 02/10/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  How will I be receiving the refund?
  

• Initial Complaint

  Date:12/21/2022

  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 12/2021. ADT is still attempting to charge me. I have spoken to over 6 representatives who send me to a separate number that puts me on hold for excess of an hour. I am on the line right now and they are noting the wait is 70 minutes. I would line them to stop asking for monies they continue to bill for after I had to block them from my credit card because they continued to bill me after I told them I dont live there They tell me this is the only person that can cancel my subscription and the emails I sent are not enough. They have multiple people available to ask for moneys for services not delivered but few people for cancellation making it hard for customers to cancel while they continue billing us.

  

  Business Response

  Date: 01/19/2023

  We regret any inconvenience or frustration the customer experienced. 
  
  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 cancelled the customer's account; with a zero balance.

  
  

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18621940
  
  I am rejecting this response because: They sent BBB a notice that they would cancel with no debt owed on 1/19/2023.  Todya is 1/20/2023 and they sent me another bill
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 02/20/2023

  We have confirmed the zero balance. 

• Initial Complaint

  Date:12/21/2022

  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 set up two outdoor cameras on June 14, 2022.On August 4, 2022 after a lightning strike the cameras stopped working.After various failed attempts to have the cameras/service fixed a technician finally came on August 29, 2022 to reprogram the cameras. He was not able to reconnect the cameras so both cameras were unplugged.Unfortunately for some reason the technician couldnt figure out every time the cameras started working and it took numerous tries our FIOS service went down so we decided to get rid of the cameras.It took until September 29, 2022 again after numerous tries for the same tech to come by finally remove the cameras, patch up the holes and take both cameras away.Were still being billed $28.17 on my **** of America bill for the cameras since August. Its December 2022.I have been calling ADT for months and all I get are excuses that the tech department didnt tell billing, blah, blah, blah.In the other hand ADT has been able to tell me who, when and what happened but somehow taking the cameras off the bill is not one thing they want to do.I told the. I was going to file a complaint with BBB and the ******** ********** of ******** Affairs.If they have records of my calls and what has occurred why is it so hard to fix this ongoing problem?THIS MORNING AGAIN FRONT DOOR ALARM NOT LOWER WINDOW WENT OFFFIR NO REASON.Not only are we woken up in the middle of the night but so is our neighbor whos our backup!I called for someone to come out and was told a virtual technician would come for the second false alarm in the last few months to walk me through whatever needs to be done.No way. Were paying too much money for virtual anything.How about a real life person? That was tech service not even customer service.

  

  Business Response

  Date: 01/18/2023

  We regret any inconvenience or frustration the customer experienced. 
  
  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 removed camera equipment balance has been removed from the backend of the loan. The monthly loan amount does remain the same; however, the number of remaining payments will decrease.

• Initial Complaint

  Date:12/20/2022

  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 installed cameras at my house on 12-12-22. I signed a 3 year contract and paid over $800 up front. The cameras quit working 12 hours after being installed. I have called ADT numerous times and had chat sessions with customer service beginning on ********. They refuse to send anyone to my house to take care of the issue so I have had to scheduled service phone calls and they never make the calls on time or they dont call at all. I have tried calling my sales rep, but she was fired and nobody will return calls or give me someone to talk to. I get transferred to different departments within ADT and hold times are usually more than 45 minutes or I get disconnected. I just want them to take these cameras back and give me my money back. It has been 10 days now since they were installed and they have not worked properly for more than 24 hours of those 10 days. This has been a terrible experience and I will never recommend this company to anyone.

  

  Business Response

  Date: 01/19/2023

  We regret any inconvenience or frustration the customer experienced. 
  
  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 camera issue on 01/14/2023.

  Customer Answer

  Date: 01/19/2023

   
  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:12/20/2022

  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 an ADT customer for approximately 17 years. I was compelled to cancel my service due to ADT Security's lack of customer service and assistance regarding the home security service they provide. Beginning in November 2022 I called ADT Security numerous times to report I was experiencing technical issues with my home security system. I never received adequate assistance and yet ADT continued to bill me for a service the company failed to provide, Finally, after speaking with many ADT company representatives over the telephone, I made the decision to cancel our service with ADT Security. I called ADT's cancellation department in early December 2022 and requested to cancel my service. After what seemed many additional calls and conversations with ADT staff, I received a verbal confirmation that my service would be cancelled effective January 5, 2023, and that I would be refunded $28.99 to my credit card for services ADT did not provide to me during what was explained to me by ADT Security would be my final billing cycle. In addition, I received an e-mail from ADT dated December 12, 2022, confirming my refund for $28.99 was "sent for processing" by ADT. After waiting patiently for over one week and not receiving the promised refund, I called ADT for what seemed like the 50th time and was informed my refund request above was "denied" and that I would not be receiving any refund. I immediately requested to speak to a supervisor (as I had many times over the course of the past two months) and the ADT representative hung up the call. In addition, today, December 20, 2022. I received what appear to be two contradictory e-mails from ADT. The first e-mail indicates that my ADT home security system is "communicating" with the ADT security center (Please keep in mind my ADT home security system was removed from my home weeks ago for the reasons outlined above). The second e-mail indicates I now owe ADT Security $2.90 (again, for services cancelled weeks ago and a system no longer installed in my home). I need ADT Security to confirm my services are cancelled, refund me the promised amount of $28.99, and not bill me $2.90. I appreciate your assistance. Thank you.

  

  Business Response

  Date: 01/19/2023

  We regret any inconvenience or frustration the customer experienced. 
  
  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 processed the refund; as requested.

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18619464
  
  I am rejecting this response because I  reviewed my credit card account activity and there is no record of a pending refund as indicated by ADT Security. Also, ADT Security provided no timeline to indicate when the refund would be processed nor confirmed the amount being refunded to me. Thank you. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/20/2022

  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 received a call from ADT about putting in a security system. I told that I have ****** and the story about how they lied about it wasn't a contract. I was told it wasn't a contract. That's the first problem. The system was installed on September 6, 2022. They installed ****** nest and cameras. They needed my cell phone to link equipment with ****** home. By the way, I work from home. I had a floor AC that exhaust went out of the window. The installed the sensors for window in the up position. I had another installer coming to put together a desk and computers system. When the man called, he rejected the call instead of giving me the phone. The other equipment that was in place, they just cut the wires on it and made it unusable. I read the contract and it said I had 3 days to call for theme to pick the equipment up. I called on 9/7/2022, 9/8/2022, 9/9/2022, I went to the local office and left a message. They were supposed to come get their equipment on 9/20/22 but the driver was behind so he said he would come on 9/23/22. I received a call from a man and he was supposed to call me back on 9/26/22 and I haven't heard from him. I have been calling and calling but can't get a resolution. They are sending me bills when I know they should see that I called for them to pick up their equipment on 9/7/22 a day after installation. This is really bad because they have the power. All I can get is my phone records, to show that I have been calling. They have the notes in their system and would not send me an email or anything to prove that I have been trying to give them this equipment back. This is bad business. The installation wasn't wrong, the price of the equipment doubled from what my quote was. then they give me a 5 year contract and I said 3. I have not been able to contact anyone that handles contracts. When they call me, I tell them the story but the phone ends up hanging up. I don't want this to go on my credit. I have done what I am suppose to do.

  

  Business Response

  Date: 01/19/2023

  We regret any inconvenience or frustration the customer experienced. 
  
  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 opened a service ticket to dismantle the equipment, to complete the 3Day Cancellation Request.

• Initial Complaint

  Date:12/20/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ADT makes it impossible to cancel their service. I'm simply trying to cancel.

  

  Business Response

  Date: 01/19/2023

  We regret any inconvenience or frustration the customer experienced. 
  
  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, with a zero balance.