Complaints

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:09/30/2025

  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 was transferred out of state by work and am not living at the address the security system is installed at. My landlord in my new state does not allow installation of security systems. As they are unable to fulfill the terms of providing security I am looking to be removed from my contract. They are unwilling to settle for less than 75%. I am willing to pay 25% of remaining contract and any remaining equipment expenses which I believe is fair as they have no ability to provide me the services I am paying for.

  Business Response

  Date: 10/01/2025

  To whom it may concern,

  To follow up on the case filed by this customer. We have spoken with the customer and she requested to cancel the ******************** services due to moving from the property. Our office notified the customer that we would either need to relocate the service to another property or pay the early termination fee of 75% of the remaining balance on contract. The customer notified our office that she is renting the property she is currently at and can not install the security service at the new address. We notified the customer since moving the service is not an option we would ask for the early termination fee to be paid. The customer asked for a lower percentage to collect. We notified the customer that it is already lowered to the 75% of the remaining payments on contact that we would not be able to take a lesser percentage. Our office did offer to set up a 8 month payment plan to further help the customer. The customer denied the resolution. We have attached our early termination policy to this response. At this time if the customer would like to cancel the *** services and can not move the security services we would ask for the early termination penalty be paid.

  All the best,

• Initial Complaint

  Date:09/25/2025

  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.

  On September 4, 2025 I received a text from secure 24 confirming the 9 AM appointment. On September 5 the installer of the company arrived at my home. I was told it would take two possibly three hours to complete. It took seven hours for this man, ***, to complete the job. At the end of the seven hours, he proceeded to ask me out on a date. I politely said no. This is extremely inappropriate and unprofessional behavior and completely took away the security the system was to provide for me. As he was leaving, I realized the light switch in the kitchen where he installed the panel was not working. He said that I would need to call an electrician and if it is the fault of him, the company would pay for it. I called an electrician and they determined it was the fault of the installation of the security installer. This took me past the three days that is allowed for the return of the system. The company is demanding I pay for the equipment. I do not feel safe and want the equipment removed from my home. The company is disputing the claim.

  Business Response

  Date: 09/26/2025

  To whom it may concern,

  To follow up on the case filed by this customer. We have spoken with this customer and apologized for how the tech was unprofessional during the installation of the *** installation on 09/05/2025. The customer notified our office that the light switch was no longer working after the installation. We agreed to cover the cost of the repair of the light switch and the customer agreed to keep the *** services installed. We notified the customer that we will not be sending the same tech out and had removed him as the technician on the profile. The customer stated that she would have an election come out to give a quote to fix the issue with the light switch on 09/11/2025. the customer called back on 09/11/2025 with an electrician and provided a quote to get the repair done. We agreed with the quote of $983.17 as well as the customer for the repair and was told that the repair would be done. We refunded the customer for the repair of the light switch. $974.68 and notified we will further reimburse the $8.50 difference via a check. the customer agreed to the terms and was pleased with the resolution. The customer called back. The customer called back on 09/17/2025 to state she wanted further compensation for the issues. When asking the customer what they mean since the issue were deemed resolved on 09/11/2025 by the customer, the customer asked for our office to further compensate her tor the issues at installation. The customer asked our office to cover $983 for her monthly monitoring. We notified the customer that those issues were resolved per her on 09/11/2025 and we would not further compensate since the issues were deemed resolved by the customer on 09/11/2025. the customer then requested to cancel the ******************** services. We notified the customer since the cancellation request was outside of our 3 day termination policy we would ask for the early termination fee be paid. The customer denied the request to pay the early termination charges per the contract. I attached our early termination policy to this response. Reviewing the account we see the customer has contacted the corporate office and placed a cancellation on her account. At this timer woe would ask for the services to be reactivated or for the customer to pay the early termination fee per the contract on file.

  All the best,

  Customer Answer

  Date: 09/29/2025

  Complaint: 23934923
  
  I have reviewed the business' response and am rejecting it because:

  
  This is (hopefully) not a typical case. This company stated they do not have an employee within a 200 mile radius besides *** to fix the damage he did. It went past the three days to get an electrician to come and fix the switch that was damaged by this companys incompetent employee. 
  

  It is obvious that the company is taking the human factor out of this transaction. 

  
  The installer was inappropriate, and incompetent by asking me out on a date and damaging my home. 
  
  
  This is far from a security company. Stripping their customer from that they are to supply. 
  
  
  I dont feel safe. The equipment should be removed from my home and contract cancelled. 
  
  
  
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 10/01/2025

  To whom it may concern,

  To follow up on this rejected response. We have notified the customer that the technician that preformed the original installation will no longer be servicing the account. Any issues the system may have will be service by a local corporate technician in the area. We spoke with this customer the 09/09/2025 within the 3 day cancellation window. No request of cancellation of the account was made by this customer. Our office covered the cost of the electrician to repair the light switch damaged by our technician on 09/11/2025. When speaking with the customer at that time all issues were confirmed resolved. The customer contacted our office again on 09/17/2025 stating she wanted additional compensation from our office. We notified the customer per our conversation on 09/11/2025 all issues were confirmed resolved and at this time no further compensation would be made to the customer. The customer at that time requested to ****** the account. Since the cancellation was requested outside of the 3 day notice of cancellation we would ask for the early termination penalty be paid. The customer denied the request to pay the early termination per our alarm service contract. We have attached the the early termination section of the contract on file. At this time we have confirmed a different technician would service the account, We have covered the cost of repairs for the damaged light switch and no cancellation request was made until 09/17/2025. At this time if the customer wishes to cancel the ******************** service contract we would ask for the early termination fee be paid.

  All the best,

• Initial Complaint

  Date:08/22/2025

  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.

  July 2025. This company scams people! The salesperson reviewed a list of my equipment needs - confirmed that it would all be included with no additional charges. On installation day the technician claimed not to have multiple pieces available and that he would be back to install them at a later date. Well, a later date never came. When I asked to be connected to the original sales person I worked with I was told that was not possible. So I was not given a what I was sold and all they care about is getting their cancellation fee. Absolutely horrible customer service! You think threatening with paying $1600 is going to force me to deal with an unethical and frauds company - not at all! ADT is supposed to be a tool to protect our homes and families. To help us feel safe! So what do you do when they are the ones scamming and taking advantage of you as a client. Im done! Switching over to ******.

  Business Response

  Date: 08/27/2025

  To Whom It May concern,

  To follow up on the case filed by this customer. We have reviewed the account and see our office owes this customer a camera that our technician did not have at the time of installation of the alarm services on 07/23/2025. We have made multiple attempts to contact this customer to further assist with scheduling a follow up appointment. After multiple voicemails left for the customer we have not received a call back from the customer. Please feel free to contact our office at ************ to further assist with resolving this issue.

  All the best,

• Initial Complaint

  Date:08/19/2025

  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.

  Security System was installed. Never done properly. Company is refusing to come back to fix problem. Telling me they can't help and giving me run around for 3+ months now.

  Business Response

  Date: 08/20/2025

  To Whom It May Concern;

  To follow up on the case filed by this customer. We have spoken with the customer and apologized for the inconvenience caused by this issue. Speaking with the customer we notified them that sadly the account is outside of our service window to assist with resolving the issue since the installation of the alarm services happened on 11/17/2024 and outside of our 90 day service window. We helped the customer with providing the correct number for the corporate office to schedule the appointment to get the back door sensor fixed. To help further resolve this issue our office has offered to refund the cost of a service fee of $60. The customer understood and was pleased with the response. 

  All the best,

• Initial Complaint

  Date:08/05/2025

  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 purchased ADT system through authorized reseller Secure 24. They installed a system that does not work and continues to have issues. I have called ************ numerous times regarding on going beeping issues, low battery issues, glass break issues, zone issues, AC issues. I have paid close to $2K and I cannot arm this system for home use. ****** the Secure24 customer service *** was unhelpful, rude and sent me back to ADT versus getting Secure24 technical support to contact me.

  Business Response

  Date: 08/06/2025

  To whom it may concern,

  To follow up on the case filed by this customer. We have spoken with the customer and apologized for the inconvenience caused by the malfunctioning of multiple sensors. We have scheduled a service call for 08/16 to install a repeater to see if that resolves the issues. We do see on file notated that some of the existing sensors were taken over and integrated into the system. We may have to replace those sensors if they are the ones causing the fault to the system.

  All the best,

  Customer Answer

  Date: 08/06/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** ***********

• Initial Complaint

  Date:07/31/2025

  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.

  Signed up for new *** contract Was promised cancellation of old contract and switching all my information to new address The old contract was never canceled and billing state at the old address, could not pay bill due to it being at a service location that was not my home or agreed-upon in the contract. Reached out for assistance from the company in February said they would get back to me never receive notification As of June canceled contract, even though I was actively trying to figure out a solution sent to collections will not work through the problem tofix their mistake for not canceling the Old contract, which was a part of our agreement for me to sign the paperwork. Trying to charge me 75% cancellation fee of the contract even though they did not hold up their end, I could not pay because it was at the old address that was supposed to be canceled. Nothing in there was for my current address that I had wanted the service at.

  Business Response

  Date: 08/01/2025

  To Whom It May Concern,

  To follow up on the case filed by this customer. This customer had an ******************** service installation on 10/29/2024. Reviewing the account we see this customers account was cancelled for non payment of the account. Per the ******************** service contract since the installation was cancelled before the contract term was completed we would ask for 75 % of the remaining payments on file. The customer did not agree to paying the service due to having a previous service that was not cancelled. We notified the customer we are not responsible for cancelliton of a previous service and nowhere in the alarm services contract stated that we will cancel a previous services. At this time the account has been sent to collections. If the customer would like further assistance they will need to contact our office at ************.

   

  All the best,

  Customer Answer

  Date: 08/05/2025

  Complaint: 23680435
  
  I have reviewed the business' response and am rejecting it because:
  When I signed new service contract, I was explicitly told by secure 24 personnel, they would handle the switching of my contract to current address, cancel out the remaining of old due to being authorized *********** and switch the billing information over.

  I reached out in February about this, was told expect a response, non received. Was being billed for an account I was told would be canceled according to the contract I signed. I did not pay as per contract this was cancelled.

  now its sent to collections after they didnt do their due diligence to uphold their contract, and properly complete the installation and initialization of my contract.

   

  Im being sent to collections for failing to follow contract, but I have no options for them when they didnt the same? How does that logically or legally make sense
  
  
  Sincerely,
  
  ***** Coil

  Business Response

  Date: 08/06/2025

  To Whom It May Concern,
  
  To follow up on the case filed by this customer. This customer had an ******************** service installation on 10/29/2024. Reviewing the account we see this customers account was cancelled for non payment of the account. Per the ******************** service contract since the installation was cancelled before the contract term was completed we would ask for 75 % of the remaining payments on file. The customer did not agree to paying the service due to having a previous service that was not cancelled. We notified the customer we are not responsible for cancelliton of a previous service and nowhere in the alarm services contract stated that we will cancel a previous services. At this time the account has been sent to collections. If the customer would like further assistance they will need to contact our office at ************.
  
  
  
  All the best,

  Customer Answer

  Date: 08/07/2025

  Complaint: 23680435
  
  I have reviewed the business' response and am rejecting it because:
  
  The contract terms included cancellation of my old account, and transfer to a new address. This was not followed.

  Also, I reached out through email to you guys, and asked questions and never got a response back after a while. That is why I am communicating here.

  If I must I will contact an attorney, but I am not a million dollar business that has lawyers to throw around. I wish for someone with common sense to help me resolve this. Its simple you did not follow through with your end of the bargain. I reached out to customer service, was told yes theres a mistake (on business part) was told to expect response, never received. Tried to resolve, and was ignored. How am I to want to do business with a company who failed to follow contract then ignores you.
  
  telling me to reach out to ADT, to resolve the issue through them, but still stating you are charging me also is a scam.

  You are part of ADT, had the ability to set up my account but inability to correct an error 6+ months later.

  i do not accept anything but a full cancellation at no cost to me.

  
  Sincerely,
  
  ***** Coil

  Customer Answer

  Date: 08/08/2025

  I was never notified of the cancellation until it had done so. I never received mail or email on the matter.

   

  how is it good faith for a business to fail to do their part of the contract?

• Initial Complaint

  Date:07/18/2025

  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.

  We purchased a home in June 2025. As seniors with disabilitiesmyself being a fully disabled veteran and my wife diagnosed with Alzheimer's diseaseI sought to enhance our security by installing surveillance cameras and evaluating available security services. After thorough research, I selected ADT due to its positive reviews and apparent suitability for our needs. At this point, Secure24 contacted us to present their solution.Having lived in our previous California residence for 38 years, I consistently maintained and upgraded our security systems as technology advanced. The prospect of an alarm system through *** seemed advantageous. However, we have experienced several issues: door sensors malfunctioning, cameras failing to trigger at initial motion, and inadequate recording if individuals remain stationary for a few seconds. Consequently, visitors can approach our door undetected, with cameras only activating upon their departure. Previously, I used ReoLink cameras, which reliably detected both people and animals.An additional concern is that the door chime and audible announcements startle my wife. When I decided to cancel the service, Secure24 informed me of a 75% cancellation fee. According to the *** website, there is a six-month money-back guarantee, which led me to believe I could trial the system and cancel within that period if it proved unsuitable. Unfortunately, I overlooked Secure24s three-day cancellation policy when signing the agreement. It seems unreasonable to expect anyone, particularly given our circumstances, to determine the systems suitability within such a short timeframe.Therefore, I am formally requesting compassionate consideration for relief from this agreement.

  Business Response

  Date: 07/21/2025

  To Whom it may concern,

  To follow up on the case filed by this customer. We see this customer has called into our office requesting to cancel the security services. When we asked the customer about why they would look to cancel the alarm services. The customer expressed it was not working out for them and a few issues with the system. We requested for our technician to come out and resolve the issues motioned with the cameras and sensors. Th/e customer denied the request and further wanted to cancel the services. We notified the customer since the request was outside of the 3 day cancellation policy (customer installed on 06/18/2025) we would ask the customer to pay the early termination fee of 75% of the remaining payments of the alarm service contract. The customer mentioned the 6 month money back guarantee. We notified the customer that that applied when multiple service call have happened and we determine the issue can not be resolved. We again requested to send a technician out to resolve the customers issues but again was denied. At this time if this customer would like to cancel the ******************** services we would ask for 75% of the remaining monthly monitoring fee be paid per our alarm service contract. We have attached our cancellation policy for further review.

  All the best,

  Customer Answer

  Date: 07/22/2025

  Complaint: 23621100
  
  I have reviewed the business' response and am rejecting it because:
  I did not reject the offer to have a technician come out and try to resolve the camera issues. Please send out a technician to see if they can get the cameras to record when people are in the field of view. A person can literally get to our door unrecorded, and the camera then triggers on them leaving. I was having a conversation in the front yard on July 10 with two people and the camera only recorded half of the conversation. The cameras are unsatisfactory. 
  
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 07/25/2025

  To whom it may concern,

  To follow up on the case filed by this customer. We have spoken with the customer and agreed to schedule a service appointment for 07/29/2025 with an arrival of 12-2pm to assist and fix issues with the cameras. The customer seemed pleased with the resolution.

  All the best,

  Customer Answer

  Date: 07/25/2025

  Complaint: 23621100
  
  I have reviewed the business's response and must respectfully reject it, as I am still seeking cancellation without penalty. The process of enrollment, with only three days to evaluate the service, has been challenging. There were repeated high-pressure sales approaches from multiple *** authorized dealers, who offered complimentary equipment as part of a new homeowner promotion. However,additional costs associated with ADT monitoring were not clearly disclosed during these presentations. While *** itself provides a six-month cancellation policy, this option does not appear to be available here.
  Additionally,my wife's rapidly progressing ******************* makes it unlikely that we will remain in our current residence for the full three-year contract term;should we need to move to an assisted living or memory care facility,transferring the contract would not be practical.
  Furthermore,the cameras' inability to record for longer than 30 seconds at a time reduces their effectiveness, as ideally, recording should continue whenever a person is present in view. There have also been issues with the back door sensor intermittently registering tamper alerts without cause.

   
  Sincerely,
  ****** ********

• Initial Complaint

  Date:07/17/2025

  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.

  This company is not just unprofessional they are outright reckless and dishonest.S24 came to our home on an agreed date and immediately disabled and destroyed our existing alarm system before even assessing the property or discussing what a replacement would entail. Only after dismantling the system did they begin asking us to sign a contract without even providing a full quote. They were adamant that we had to sign before they would tell us the total cost. Unsurprisingly, the final quote was drastically different (and far higher) than what had been quoted over the phone.When we refused to be bullied into signing a contract under those terms, they simply walked away leaving our home completely unprotected. Worse still, they left us exposed from a fire and smoke safety perspective, having disabled that functionality as well.I asked them to come back and at least restore the smoke/fire detection from the original system, but they flat-out refused. We will hire another professional at our own cost to restore basic safety ************ short: They use high-pressure sales tactics They are dishonest and misleading They break your existing system before providing a proper assessment They refuse to make things right, even when it involves critical safety features like fire alarms They destroyed our existing system.

  Business Response

  Date: 07/17/2025

  To Whom It May Concern,

  To follow up on the case filed by this customer. We have spoken with the customer and reviewed the account. We had a scheduled installation appointment for 06/24/2024. During the installation our technician had powered down the existing system to prevent it going off during installation of the new security services. When the technician asked to have the customer sign the contract to proceed forward with the installation of the new security services. The customer did not agree to the equipment that would be provided and did not want to sign the contact for the technician to proceed forward. Our technician had left since the customer did not agree to proceed forward. We follow up with the customer on 06/25/2025 trying to save the deal but the customer notified us that "He was going with another provider that was already in the house and going with them." ********** had then closed out the account and refunded the customer the activation fee. The customer called us back on 07/11/2025 stating they had a fire expectation and the system was powered down. We apologized for the issues and asked to send pictures. When requested to send our tech out immediately the request was denied due tot he customer not being our customer but would would look into what the issue was with the system being powered down. When we received the pictures we verified that 2 power wires had been disconnected from the previous system but the system was not damaged. We asked the customer about the other ******************** service company they were going with and if they had got the system in good standing. The customer stated they would not be out until 07/17/2025 and wanted the previous system operational immediately. We notified the customer again that the equipment in the home was not our service and the customer was not a customer of ours since not proceeding with the installation on 06/24/2025. We  notified the customer to look into an option of having the other alarm service provider they are going to go with to see if they could schedule a sooner date. The customer denied the option. At this time this customer is not a customer of our services and does  not have our equipment inside the home. We have notified the previous alarm services are not damaged but simply powered down and the new service provider should be able to get the previous existing alarm in good standing.

  All the best,

  Customer Answer

  Date: 07/18/2025

  Complaint: 23614034
  
  I have reviewed the business' response and am rejecting it because:
  
  They damaged the existing system and refused to fix it. 
  

  it wasnt simply powered down. It was damaged and rendered useless. They were sent photos which they acknowledged. 
  

  I then asked the simple question along these lines so to be clear, you damaged my existing system and now have left it useless. You refuse to accept liability and you refuse to fix it. The response I got was I cannot confirm or deny. 
  

  what a terrible answer. 
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 07/21/2025

  To whom it may concern,

  To follow up on the response to this case. Again we confirmed pictures were sent to our office of the previous system box. Our office confirmed the two power wires were disconnected but other than the previous system being powered down no damage was done to the previous system. Again this individual does not have our security service and is not a customer with our security services. The customer had declined to move forward with our installation therefore we can not send a tech out from our office. The customer stated they were going with another security provider. Our office has recommended the other provider they are seeking to go with looking into reconnecting the two wires that were disconnected if they agree to reuse the existing system.

  All the best,

  Customer Answer

  Date: 07/23/2025

  Complaint: 23614034
  
  I have reviewed the business' response and am rejecting it because:

  They destroyed my system and refused to fix it  they were not upfront about the installation costs and of course I didnt sign their contract.

  They are dangerous and should not be in business.

  
  Sincerely,
  
  ******* ****

  Customer Answer

  Date: 07/28/2025

  Please explain how you determined that they made a good faith effort to resolve the issue?

   

  if I come to your house, break part something, refuse to take responsibility and refuse to fix it, please explain how that is good faith?

   

  its the definition of bad faith. 

  Business Response

  Date: 08/05/2025

  To Whom It May Concern,
  
  To follow up on the case filed by this customer. We have spoken with the customer and reviewed the account. We had a scheduled installation appointment for 06/24/2024. During the installation our technician had powered down the existing system to prevent it going off during installation of the new security services. When the technician asked to have the customer sign the contract to proceed forward with the installation of the new security services. The customer did not agree to the equipment that would be provided and did not want to sign the contact for the technician to proceed forward. Our technician had left since the customer did not agree to proceed forward. We follow up with the customer on 06/25/2025 trying to save the deal but the customer notified us that "He was going with another provider that was already in the house and going with them." ********** had then closed out the account and refunded the customer the activation fee. The customer called us back on 07/11/2025 stating they had a fire expectation and the system was powered down. We apologized for the issues and asked to send pictures. When requested to send our tech out immediately the request was denied due tot he customer not being our customer but would would look into what the issue was with the system being powered down. When we received the pictures we verified that 2 power wires had been disconnected from the previous system but the system was not damaged. We asked the customer about the other ******************** service company they were going with and if they had got the system in good standing. The customer stated they would not be out until 07/17/2025 and wanted the previous system operational immediately. We notified the customer again that the equipment in the home was not our service and the customer was not a customer of ours since not proceeding with the installation on 06/24/2025. We notified the customer to look into an option of having the other alarm service provider they are going to go with to see if they could schedule a sooner date. The customer denied the option. At this time this customer is not a customer of our services and does not have our equipment inside the home. We have notified the previous alarm services are not damaged but simply powered down and the new service provider should be able to get the previous existing alarm in good standing.
  
  All the best,

  Customer Answer

  Date: 08/05/2025

  Complaint: 23614034
  
  I have reviewed the business' response and am rejecting it because:
  
  The response is factually incorrect. The system was damaged as the system wasnt simply powered down. The power cables were all ripped out and the system was left damaged. This was corroborated by the alarm company that we got to fix the issue. 
  

  My issue is as follows:

  * they left us dangerously unprotected WITHOUT TELLING US. He ripped out the power of the fire alarm and we only discovered that later when we had a fire inspection

  * they refused to take responsibility (as also seen in their response)

  * their response has been totally unsatisfactory 
  

  These are objectively true as complaints and do not require any subjectivity.

  subjectively, I think their customer service is atrocious and they ought to be out of business for public safety reasons. That opinion is out of the scope of my complaint.

  Sincerely,
  
  ******* ****

  Business Response

  Date: 08/06/2025

  To Whom It May Concern,
  
  To follow up on the case filed by this customer. We have spoken with the customer and reviewed the account. We had a scheduled installation appointment for 06/24/2024. During the installation our technician had powered down the existing system to prevent it going off during installation of the new security services. When the technician asked to have the customer sign the contract to proceed forward with the installation of the new security services. The customer did not agree to the equipment that would be provided and did not want to sign the contact for the technician to proceed forward. Our technician had left since the customer did not agree to proceed forward. We follow up with the customer on 06/25/2025 trying to save the deal but the customer notified us that "He was going with another provider that was already in the house and going with them." ********** had then closed out the account and refunded the customer the activation fee. The customer called us back on 07/11/2025 stating they had a fire expectation and the system was powered down. We apologized for the issues and asked to send pictures. When requested to send our tech out immediately the request was denied due tot he customer not being our customer but would would look into what the issue was with the system being powered down. When we received the pictures we verified that 2 power wires had been disconnected from the previous system but the system was not damaged. We asked the customer about the other ******************** service company they were going with and if they had got the system in good standing. The customer stated they would not be out until 07/17/2025 and wanted the previous system operational immediately. We notified the customer again that the equipment in the home was not our service and the customer was not a customer of ours since not proceeding with the installation on 06/24/2025. We notified the customer to look into an option of having the other alarm service provider they are going to go with to see if they could schedule a sooner date. The customer denied the option. At this time this customer is not a customer of our services and does not have our equipment inside the home. We have notified the previous alarm services are not damaged but simply powered down and the new service provider should be able to get the previous existing alarm in good standing.
  
  All the best, N

  Customer Answer

  Date: 08/07/2025

  Complaint: 23614034
  
  I have reviewed the business' response and am rejecting it because:
  
  There is no new information or defence in your response. You have simply copied and pasted your previous response. 
  

  thats not a surprise given you have no defence in my view. 
  
  Sincerely,
  
  ******* ****

  Customer Answer

  Date: 08/08/2025

  I am genuinely confused by your response. 
  

  please lay out how you feel this was handled in good faith by the company?

  They have misled and been deceptive with their description of events and more importantly made no effort to fix it. 
  

  Where is the good faith? You are siding with a company that endangered our family and took no responsibility. 

  Customer Answer

  Date: 08/08/2025

  I am genuinely confused by your response. 
  

  please lay out how you feel this was handled in good faith by the company?

  They have misled and been deceptive with their description of events and more importantly made no effort to fix it. 
  

  Where is the good faith? You are siding with a company that endangered our family and took no responsibility. 

• Initial Complaint

  Date:07/03/2025

  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 asked to cancel my service 2 weeks after installation in June of 2025. The reason for cancellation was due to the business installing faulty equipment. The faulty equipment voids the contract. Contract and business indicate that I will need to pay off the contract in full to cancel for $2900. This is more than the equipment was originally quoted for. Secure24 also led me to believe I was dealing with ADT, but they are only an authorized dealer. I also confirmed the equipment was much cheaper going through ADT directly. Secure24 is attempting to send me to collections for the payment that did not go through on my card. I have tried multiple good faith attempts to reach a resolution with the business, including returning the equipment that I've been unable to use.

  Business Response

  Date: 07/07/2025

  To Whom It May Concern,

  To follow up on the case filed by this customer. We have reviewed the account and see this customer was installed on 05/24/2025. The first documented request for cancellation was on 06/09/2025. We notified the customer when the request was put in outside of our 3 day cancellation policy per the contract. the customer stated he was having some system issues being the reason for cancellation. We requested to send out a technician to further assist with the system issues. The customer denied that request. We notified the customer again since the cancellation was put in after the 3 day cancellation period per the the contract we would ask for 75 % of the remaining monthly monitoring payments. The customer did not agree to the cancellation terms set forth in the contract. At this time we would ask to send a technician out to resolve the issues with the security system or if the customer wishes to cancel we would ask for 75% of the remaining monthly monitoring payments for the 36 month agreement.

   

  All the best,

  Secure24

  Customer Answer

  Date: 07/18/2025

  I reject the response the business has provided previously. Please include all pictures below with my response.

  
  

  "I have returned the faulty equipment to your Headquarters via insured mail. I have verified that it has been returned and signed for. Tracking # and confirmation of delivery included below.

  
  

  I will not pay 75% for 3 years of a service I will never receive. I was also unable to use the service while it was installed on my property. I am willing to waive the $470 that I already paid, let's call it the price I pay for making the mistake of allowing your employees into my home. At the time of the install and signing of the contract; I was led to believe that he was an *** employee. I have already spoken with ADT and we are both waiting for you to close my vendor account with them. Please do so promptly. Otherwise, I have gathered all of the evidence related to this and will proceed with legal action if I am sent to a collection 

  Customer Answer

  Date: 07/18/2025

  Complaint: 23555387
  
  I have reviewed the business' response and am rejecting it because: 

  I have returned the faulty equipment to your Headquarters via insured mail. I have verified that it has been returned and signed for. Tracking # and confirmation of delivery included below.

  
  

  I will not pay 75% for 3 years of a service I will never receive. I was also unable to use the service while it was installed on my property. I am willing to waive the $470 that I already paid, let's call it the price I pay for making the mistake of allowing your employees into my home. At the time of the install and signing of the contract; I was led to believe that he was an *** employee. I have already spoken with ADT and we are both waiting for you to close my vendor account with them. Please do so promptly. Otherwise, I have gathered all of the evidence related to this and will proceed with legal action if I am sent to a collection agency.

  
  
  
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 07/18/2025

  To Whom It May Concern,

  To follow up on the case of this customer. We have received equipment from the customer that was shipped to our office. We notified the customer that the equipment is now theirs and we would not take it back. We did not request the equipment to be shipped back to our office. We will be reshipping the equipment that was returned to our office back to the customer since we can not reuse equipment wants its left with the customer. At this time per the contract we would ask the customer to pay the early termination fee of 75 %*** as well as any equipment cost that remains. We have uploaded our cancellation section of the contract for further review.

  All the best,

  Customer Answer

  Date: 07/22/2025

  Complaint: 23555387
  
  I have reviewed the business' response and am rejecting it because:
  
  Equipment was defective upon arrival and attempted to return in good faith. The delivery was accepted. A cancellation does not deserve any payment when service was never realized, regardless of contract terms. Payment also shouldnt be made for equipment that was sent back to the company and accepted by said company.
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:05/21/2025

  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.

  Not an ADT Representative. Not a trustworthy dealer. They pay ADT to provide monitoring service on their behalf. Customer service is ridiculously subpar. Not available off-hours and weekends so if you have an issue during that time, you're out of luck. If you call ADT directly, you're asked to wait for Secure24 to be available. My devices kept going offline, and when I got fed up, I invoked the 6-month cancellation guarantee of ADT (See attached for email from ADT SECURITY SERVICES) and instead of remind me that they were not ADT, they quickly invoiced me an early termination fee claiming "BOC" instead of doing their due diligence to fix their subpar installation for good. This is in line with the EXCEPTIONALLY subpar customer service I'm experiencing in this part of the country. This was not their first offense either: See attached for proof or incorrect charges/negligence/extortion/mismanagement (whatever you want to call it.)- So PSA: Pay close attention to your accounts!

  Business Response

  Date: 05/23/2025

  To Whom It May Concern,

  To follow up on the case filed by this customer. We have spoken with this customer about the issues the customer has had. We notified the customer to contact the corporate office for system issues since it is outside of our 90 day service window to assist. The customer contacted them to schedule the appointment but was unwilling to pay the service fee. The customer sated they wanted to cancel the alarm services. We notified the customer that if they would like to cancel the alarm services we would ask for the early termination fee of 75% of the remaining balance on contract be paid. The customer stated they would not pay the early termination fee and would like to cancel the service under the 6 month money back guarantee. We notified the customer that we were not notified of any system issues since installation of the service on 10/11/2024. We notified that the account was outside of the 6 months and would request the early termination fee be paid to cancel out the account. We had provided a copy of the customers contract and they terminated the call. At this time we would ask the customer to pay the service fee to get a technician out to help resolve the issues with the system. If the customer would like to cancel the alarm services we would ask for the early termination fee be paid of 75 % of the remaining balance on contract.

   

  All the best,