Complaints
This profile includes complaints for ADT Security Services's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 10,681 total complaints in the last 3 years.
- 3,508 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/19/2022
Type: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.
Re: ADT account ********* I initially signed up for ADT security service February of this year. I sold my home on 9/30/22 and requested for my services to be transferred to my new home with connection on 10/8/22. In speaking to the relocation specialist I was advised that this would be a smooth transition and that all services would be transferred with no extra monies out of pocket. I was falsely misled. On 10/11/22 an amount of $1050.26 was taken out of my account without authorization. I have called ADT on several occasions and was advised that the monies would be refunded back to me however I have not received a refund as of date. I have went a step further to take my bank account information from ADT draft via the ADT portal as well as called on 10/15/22 and spoke to a live representative at ADT to request that my main account be removed from automated draft. I have placed an alternate payment method for payment on my ADT account however they continue to draft from my main account. Additional monies was taken from my main account on 10/17/22 for the amount of $62.01 and 10/19/22 for $19.82.
Business Response
Date: 11/28/2022
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 a refund.
Customer Answer
Date: 11/29/2022
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:10/18/2022
Type: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.
We've been trying to cancel our account for the past day and half due to false charges. Today we were told they canceled the account, but after not receiving a confirmation, we called back 12 hours later and was told the cancelation still wasn't put in. They then continued to switch us to different agents hoping we would hang up. I'm currently still on hold as I type this. There practices are not ethical when trying to cancel services. We just want to cancel our service and be done, but they're trying to stall us until the trial period is over and we are locked into this contract.Business Response
Date: 11/28/2022
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 cancelled the account & issued a refund.
Customer Answer
Date: 11/29/2022
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:10/18/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Entered a 3 year service agreement with ADT in September 2019 for home security services, attempting to cancel service. When you can their customer service, you can receive a human fairly quickly to assist you. Then when you tell them you would like to cancel your service, they re-direct you - call another number and press x or transfer you - both create an eternal hold situation - twice I was disconnected. It seems VERY purposeful and a business tactic to find ways to make it VERY difficult to cancel service. I also used their chat feature. I have attached my call log here and the chat with them. To this point, I have not received a cancellation confirmation from ADT. Financially my account is current and always is, have fulfilled the contract term, and attempting to provide the 30-day notice to cancel, but cannot reach human at ADT to do so and they tell you they require this. Attached screenshots as well of chat with ADT (started out like a bot then seem to be a person maybe). Thanks for your help!Business Response
Date: 11/28/2022
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 cancelled the account & issued a partial refund.
Initial Complaint
Date:10/18/2022
Type: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.
We contacted ADT about a non working camera. ADT suggested we purchase a ****** camera. We agreed to do so. My husband, who's disable, was talked into getting a ****** camera also. The camera was an additional $200. There tech did not hard wire the doorbell as the other doorbell was, so now we have to change the battery every 2 weeks. I called ADT to come and hardwire the doorbell and now we have have to pay for the service call.Business Response
Date: 11/28/2022
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 waived the service assessment charge & resolved the issue.
Customer Answer
Date: 11/29/2022
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:10/18/2022
Type: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 cannot cancel my service because the people I have to talk to do not answer their lines. I am always on hold for more than 50 minutes almost everytime before I give up. I am cancelling because I can't get the service I am paying for and even though the alarm system hasn't worked for almost 8 months, they keep taking money from my bank account. No one seems to be able to help. I just want to cancel now after almost 20 years of using ADT. PLEASE HELP ME CANCEL MY ACCOUNTBusiness Response
Date: 11/28/2022
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 closed the account.
Initial Complaint
Date:10/18/2022
Type: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 to cancel my account for two days. No one answers the phone after telling you it might be at least 10 minutes youre still on the phone an hour later. To add insult to injury they have you listen to a recording the whole time telling you all the reasons you should not cancel your account. I am fed up with this company they have no customer service no one to answer phones and I think they use it as a reason to not let you cancel your service!Business Response
Date: 11/28/2022
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 partial refund processed.
Initial Complaint
Date:10/18/2022
Type: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.
Had trouble with wall unit...after 3 weeks of calling---hours of holding on the phone--one person answered and said i could go and buy batteries ..I did..$99.00 later still didn't work..This week alone..I have held on 3.5 hrs--they dont answer the phone..Yesterday..after I held on for 2 hrs..(1St time i ask them to cancel ...they connected --held on again 45 min..I called back held on and someone finally answered--I ask and told him what i needed..He said let me connect you..I ask him was anyone in the department...he said "no there is no one in there..I ask him "Why would you connect me if no one is there"..I have had it with them..a customer for 10 years..I am done..Been trying to cancel this for 3 days--I am not paying NOVEMBER'S bill ...I am paid up until Oct 31,2022--Today I held on for 1.5 Hrs--before calling BBB..I have tried to contact them *** different phone numbers..I will never do business with ADT ***********************Business Response
Date: 11/21/2022
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 backdated the customer's cancellation to 10/17 & have processed partial refund.
Customer Answer
Date: 11/21/2022
Complaint: 18241433
I am rejecting this response because:I was treated like a piece of paper ready for the trash can..I have been a customer going on ten years--didn't deserver what i got..from there company..
Sincerely,
***********************Initial Complaint
Date:10/18/2022
Type: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 attempting to cancel this service for MONTHS now. Every time i call the wait is very excessive. They say they value your time but that is clearly not true. I no longer live at the home and have been trying to cancel this service. Also, they send a text saying my unit is not currently connected because i refused to do the upgrade for obvious reasons. That is clearly a LIE because they also send a MONTHLY report stating that my alarm is responsive. Why am i getting billed if the unit has been disconnected?! i shouldnt be charged for a service that is obsolete. Also my contract has been over at least a year and the price has gone up! for an UNRESPONSIVE USELESS systemBusiness Response
Date: 11/28/2022
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.
Customer Answer
Date: 11/29/2022
Complaint: 18240773
I am rejecting this response because:
Sincerely,
******************Initial Complaint
Date:10/18/2022
Type: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.
THIS COMPANY IS A FRAUD. I WAS TOLD, BY THEIR RELOCATION DEPARTMENT, WHEN I SET UP NEW SERVICE AT OUR NEW HOME, OUR OLD CONTRACT WILL BE CANCELLED INCLUDING THE PAYMENTS FOR THE EQUIPMENT LEFT AT THE OLD HOUSE. I GUESS THAT IS NOT TRUE, STILL BEING CHARGED FOR SERVICE AT THE OLD HOUSE AND FOR THE EQUIPMENT. I CALLED FOR HELP - FORGET IT. THESE FOLKS ARE MORONS. I LOST COUNT AS TO HOW MANY TIMES I WAS TRANSFERRED AND/OR DISCONNECTED. I SPENT OVER 3 HOURS EITHER ON HOLD OR SPEAKING WITH "FRIENDLY" CUSTOMER SERVICE FOLKS. I WAS DISCONNECTED AT LEAST 6 TIMES. DO YOU THINK ANYONE CALLED ME BACK? NO WAY! THEY HAD MY ACCOUNT RIGHT IN FRONT OF THEM...THEY COULD HAVE CALLED ME BACK. I ASK TO SPEAK WITH A MANAGER MULTIPLE TIMES AND WAS DENIED/IGNORED. WHAT A JOKE OF A COMPANY - THE LEADERSHIP OF THIS COMPANY SHOULD BE FIRED FOR ALLOWING THEIR STAFF TO TREAT CUSTOMERS LIKE THIS! THE **** I PAY - WE ALL PAY - PAY YOUR SALARY. YOU WORK FOR US, YOUR CUSTOMERS! I STILL DO NOT HAVE A RESOLUTION...NOTHING...JUST CHARGES. IT APPEARS AS THOUGH THIS ENTIRE EXPERIENCE IS NOT JUST MY EXPERIENCE BASED ON FEEDBACK FROM OTHERS.Business Response
Date: 11/28/2022
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 *********** account has been cancelled. The equipment installments are still owed & have been continued on the new account.
Initial Complaint
Date:10/18/2022
Type: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.
After more than 2 years of successful service I decided to cancel my ADT security account. I did this at least 6 weeks ago. I am still being charged to this date.I have called several times this morning and am now 56 minutes:49 seconds and counting into being on hold from the 2nd representative. The first rep in Billing said he his office is not authorized to cancel. I have to talk with someone in the ****************** He said he would check the wait time and let me know how long the current wait time was...NEVER DID. After 49+ minutes on hold someone else came on only to tell me that she had to puit me back on hold for the cancellation ***** never gave me time to ask any other question. Now it has been 1:00:13 hours and counting.Business Response
Date: 11/28/2022
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.
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