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

  6931 Vista Pkwy N Ste 16 West Palm Beach, FL 33411-2720

  
• 

  ADT Security Services

  2801 Gateway Dr Pompano Beach, FL 33069-4324

  
• 

  ADT Security Services

  125 Av. Eleonor Roosevelt San Juan, PR 00918-3106

  
• 

  ADT Security Services, Inc.

  8751 Park Central Dr Ste 100 Richmond, VA 23227-1162

  

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:09/12/2022

  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.

  I called ADT, and told them about an offer I'd received from Brinks for an upgraded system at no cost. I asked them if they could match the offer because I really wanted to stay with them if possible. The representative I spoke with put me on hold for a bit and then came back to say yes we can. I was told that there would be an installation charge apply to my account but that it would be credited back to me. The representative said there was no way to not have it generate on the account but that she would make sure it was credited back to me. A date was set for the technician to come out, and the work was done. Yesterday without warning (no bill sent) I see a $167 charge on my credit card account, which after going online to look at account, includes the $107 installation charge, but no credit back for it. I called and spoke with a supervisor, but was told that they had no record of the conversation I had with the upgrade representative and that there was nothing they could do about it. I'm requesting your help with getting to honor their verbal agreement with me.

  

  Business Response

  Date: 10/09/2022

  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.

  A credit of $107.17 was applied to the ADT account.

  Customer Answer

  Date: 10/11/2022

   
  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:09/12/2022

  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.

  My alarm system and security cameras have been offline and not working since 9/1/2021, have called ADT many times to have someone come and fix this, ADT will not send anyone to fix this issue and keeps charging me A monthly service charge for non-working equipment. My smoke alarm is supplied by ADT and is not transmitting. ADT installed this system and will not service it.

  

  Business Response

  Date: 10/09/2022

  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 service issue was resolved, via a virtual service appointment.

• Initial Complaint

  Date:09/11/2022

  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 purchased an ADT Blue Security system from ADT on 2/06/2022 and received it on 2/09/2022. The package remained unopened and not used due to security needs changing. The cost was $428.16. They also charged me two charges for $19.99 for Feb and March for monitoring services that I did not use due to not opening/ activating the system. I called customer service middle of April and requested to return the merchandise due to not being used and my needs changing. I had to speak with a manager to get this approve and explain my reasoning which I finally reached one on April 25, 2022. She immediately refunded one of the $19.99 service charges and told me the other one needed to refunded through a separate department due to the date it was made and that she would put the request in. She approved my return request for the equipment and said that the refund would be completed once the equipment arrived to their facility. I received an email from ADT Support with return label ****** Tracking **** **** ****) and RMA (RMA0279720) instructions. The email noted that I must return within 30 days and they received it 10 days later.I called ADT to check on the refund and they said that they would not refund the equipment even after I provided order number (******) and the approved RMA number/ email. I tried talking to multiple agents to no avail so I made a credit card claim as they have stolen the equipment back after purchase and refused to provide the refund. The disputed the claim and said that they provided the services/ equipment that I paid for. So now they have sold me equipment, told me to ship it back to them before they can refund my money and then refused to refund. I am now left with no equipment and a close to $500 charge from this fraudulent company.I am attempting to obtain the refund of $428.16 and two separate service charges of $19.99.

  

  Business Response

  Date: 10/09/2022

  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 customer was advised that he is well outside of the 30 Day Cancellation period. Refund & cancel request has been denied.

• Initial Complaint

  Date:09/11/2022

  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.

  When the ADT installer came on 7/19/22 his name is *********************** to install my security system, he destroyed my solid wood back door while installing the smart lock. He apologized and said ADT would pay for a replacement door and once the door was replaced he would come back and re install a new smart lock system. He gave me the information on how to file a claim. I filed the claim # ***-20-5246 went and picked out a door and ordered it because the destroyed door is unsafe since it wont lock. Im thinking all along ADT is going to pay for my door because this is what Im told. Friday 9/9/22 I get an email from ***************************** stating ADT is not paying for my door and blaming me the customer for the damage and stating it wasnt ADT fault. So now Im out all this money for a new door. This is disgusting how I am being treated. I was completely appalled that this company is blaming me for their installers damage and lack of knowledge. This company IS responsible and SHOULD pay for my replacement door and reinstall my smart lock and give me a brand new smart lock for FREE! If they dont I want out of my contract for free no fees no nothing and want nothing to do with this company again. Also my daughter wants out of her contract no fees no nothing because she is embarrassed and appalled because she referred me to ADT. Its just disgusting they think they can operate like this.

  

  Business Response

  Date: 10/09/2022

  If you would like to report a claim of liability against ADT, please send us
  
  Written explanation of your claim;
  Full incident report by the police department; (if applicable)
  An itemized list of your losses/damages for which compensation is claimed;
  Receipts, statements, invoices, etc. that prove the losses/damages that you listed; and
  Documents that support your allegation that ADT is responsible for the incident and/or your damages, including but not limited to video/photographs. 
  
  You can send these items by Fax *************), email ******************************************** or mail:
  ADT LLC
  Attn: Risk Management
  1501 Yamato Road
  **********, ** 33431
  
  Upon receipt ADT will forward your request for reimbursement to our general liability carrier for review and handling. You will be contacted by an insurance adjuster acting on behalf of ADT.
  
  

  Customer Answer

  Date: 10/11/2022

   
  Complaint: 18010349
  
  I am rejecting this response because:
  I have already done this. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/10/2022

  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 signed a 3 year contract with ADT starting in October 2020. I moved from that address in July 2022 and called to let them know I wouldn't be living there anymore and wouldn't need the service anymore. Since the new owners of the home were not interested in having ADT services, ADT told me I was responsible for paying 75% of the remainder of my 3 year contract (which was ~ $700). It was suggested to me by the customer service agent that they could send me a Blue by ADT self install kit for free and I could use that equipment at my new house for the remainder of my contract, which would be until October 2023. I agreed to that and was sent a new agreement to sign. At the top it stated "the initial term of this agreement is 36 months." I took the "initial term" to mean the original contract that I signed in Oct 2020. I was sent the Blue by ADT self install kit and was not able to get the video doorbell to work, despite spending hundreds of dollars having an electrician troubleshoot this and calling ADT customer support. I decided I didn't want to use the Blue kit at all since it seemed like a hassle, and I called to pay the remainder of my contract. At that time I was told I had actually signed a new 3 year contract and was obligated to pay the remainder of that. Despite spending 7 hours on the phone with ADT that day being transferred to 7 different customer service representatives, no one was able to resolve this miscommunication. I asked to speak to managers, etc and was told that there was no one else that could help me. The only resolution I received was an agent that said they would remove the ~ $700 remaining balance from my previous contract since I now had a "new contract." So I was still going to have to pay another 3 years for a service I don't want and never authorized. Today I noticed that ADT charged my credit card for the ~ $700 remaining balance for my previous contract, which they were not supposed to do. WARNING - DO NOT USE ADT!!

  

  Business Response

  Date: 10/04/2022

  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 waived the $687.22 & will be processing a refund; due to the active Blue account.

• Initial Complaint

  Date:09/10/2022

  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.

  They never gave me everything I ordered from day one in the contract charged me for a camera system that never was setup took money out of my account without permission as I didnt have that easy pay option turned on. Cancelled my services then they called me to ask if the could make it right so I agreed like a dumb person and set up a ************* and I took off work for it they never showed never called. Was paying for a system that was dead for 2 months. When I called back to fully cancel they told me I never setup a appointment and I said that was false I provided them with my email confirmation and they said I was on a list for if they had time that day. What some bull c***

  

  Business Response

  Date: 10/04/2022

  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.

  We have confirmed that the customer's account is closed. The contract termination charges are valid. ADT has won the chargeback dispute entered by the customer. 

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18008783
  
  I am rejecting this response because: my bank found that the transaction they took was not valid and they violated the contract by not providing what they said they would offer me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/10/2022

  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 decided to switch from ADT to another security service about a month ago. I immediately called ADT to advise them-knowing that,per the contract, I would have to pay 75% of the remaining contract. I was offered several discounts to stay with ADT but declined them all. I have heard nothing from them by mail, email, or phone. I called again about 2 weeks later and was assured the situation would be rectified. Approximately 2 more weeks pass and I called again. As soon as I stated I wanted to cancel, I was put on hold for about -5 minutes. When someone finally answered and I stated AGAIN I wanted to cancel I was put on hold for over 15 minutes before I hung up. Then, I noticed ADT had taken a charge out of my bank account, which I immediately canceled. After that, I am getting calls from creditors (or someone wanting money-I didnt answer the call)I have excellent credit which I dont want ruined by the unethical operation of this business!Can y help me, please?!

  Customer Answer

  Date: 10/04/2022

  Over 2 months ago I called ADT advising them I wanted to terminate my contract-knowing I would have to pay 75%of the remaining contract. My call was met with many offers to lower the monthly cost-all of which I refused. After the next billing cycle, my account was again debited. I called again and was assured it would be taken care of-it wasnt and I had to stop payment on the automatic debit,. I then started getting phone calls reminding me of my failure to pay. I again called the 800 number and was put on hold for about 30 minutes. I addition to this I have emailed the company advising them of my decision about 3 different times. I dont want my credit rating to be affected by their gross incompetence or dishonest actions.  No further contact by the business

  

  Business Response

  Date: 10/04/2022

  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 & the balance is waived.

• Initial Complaint

  Date:09/10/2022

  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 moved from my property in June. I requested the services be canceled and was willing to pay the early termination fee. I had moved in a renter to my property and they were fine leaving the service so that I did not have to pay the termination fee. I called and explained the situation and was told that the cancellation request was discarded and they would be able to resume services at a discounted price of $50/month. I was told that a technician would have to come out and reinstall it. First visit costed me $25 or something. To no avail, however. There was a miscommunication between my renter and whoever they sent, and nothing was done - still charged. I have called multiple times over the same c*** and have gotten no where. I had an appt today (I have the email) and my renter agreed to stay home for the day so they could get it all set back up. I called to make sure they were coming since its the end of the day and was told that the appt was cancelled. I have NO information regarding this cancellation. I either want the plan discontinued at no cost or it reinstalled at an even more discounted price. I have literally never dealt with a company that acts this incompetent to get things done. HUGE inconvenience to both me and my tenant. Current fees, which are late are still on the account of around $530. I was told not to pay these as the correct amount would be shown when the installation was completed.

  

  Business Response

  Date: 10/04/2022

  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 waived the balance. 

  Customer Answer

  Date: 10/06/2022

   
  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:09/10/2022

  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 a contract with ADT HOME SECURITY the home I live in is being sold. So I had to disco,next it as I will be moving tge 15th. It took a while for me to find a place. They turned it off in May but have continued to pay the contract payment not late or skipped a payment .Have 3 payments this year and 9 for 2023. So on AUGUST 31ST they turned me over to a collection agency for ****** which is not what I owe. I have continued to tell them I could not give them total payment of account. Spoke with territory manager Spoke with collection agency and thier collection department. Not a one of them have resolved this problem. I want them to resend this from collection as to not damage my credit. If someone buys the home and activates the system then I no longer pay the payments. So what I want is to get them to work with me and stop this from being reported as non payment which they have been getting.. Thank you hope you can help I have been kind and live on disability and can not pay off full balance but can make the payments.. *****************************

  

  Business Response

  Date: 10/04/2022

  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 is unable to accept payment arrangements on Out of Service accounts. The customer has been making partial payments in the amount of $54.99; but that does not stop the account from going to collections. The balance must be paid in full to ADT or a settlement must be made with the outside collection agency. 

• Initial Complaint

  Date:09/10/2022

  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.

  Contracted with ADT for my alarm services on Feb 17 2022. My alarm system started having technical issues; dropping its Wi-Fi signal and cellular signal with a nagging alarm at various hours throughout the day and night. Communicated with ADT more times than I can remember and started working with various ADT virtual Techs and real time techs with additional phone calls to ADT services about this problem, but problem never completely got better. In addition ADT have consistently overcharged and over billed my account for months called again last month and spoke to ADT services again they apologized and stated they would refund overcharge really. I have had this account for several months and it always the same and nothing has changed same run arounds. Call ADT around the end of Jul to complain and request to enact ADT Money Back guarantee sent emails to customer support prior to expiration of my guarantee and spoke to my account manager. Told it would be taking care of. Called and email ADT of my dissatisfaction with service and my requested guarantee to be enacted. No response from ADT services.

  

  Business Response

  Date: 10/04/2022

  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.

  Money-back guarantee only applies after ADT has made service call attempts (3) to resolve a 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 billing issues do not qualify for this clause. We have backdated the cancellation associated with the Shoreline Dr address, which applied an account credit adjustment of $365.04; which has covered the customer's monitoring & equipment costs. The customer will be billed again once the full credit is exhausted.