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:04/14/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a single mother who is battling cancer who recently moved in a bigger house. I have two young sons so I thought I needed some security so I decided to give ADT a try. I informed the tech when he came out what I needed and that I was on a fixed income because I was on medical leave battling cancer. He went outside spoke to his supervisor & they came up with a package that fit my budget & he started to do the installation. In the middle of the installation he informed me that someone else would come and install the outside cameras because he didn't have a ladder. Not one time did he say anything about an electric needed to come out. A couple weeks go by & I had forgotten about it because I was in the hospital but when I thought about it I called ADT and said nobody came out to install my outside cameras. They sent a tech out on 4/8/2025 & that's when it was told to that I had to pay for an electric to install the outside cameras. I then went on to explain to several different people that had I been told this in the beginning then I wouldn't have gotten the service because I am a single mother on a fixed income battling cancer & I told the tech that I could barely afford what I was already getting.

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 husband and I had ADT at our previous address at ******************************************. We moved at the end of June 2024 to **************************************************************************************. We are owed $194.63 for the service not provided since the move. We called on March 11, 2025 to inquire and complain and were promised a new check would be mailed to our new address. I have spent over 46 minutes on *** customer service phone line with no solutions offered other than a "promise to email billing" to see what is happening and a "promise for a call back from the supervisor later'.

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  *** has been charging me from April 2024- December 2024 for a service they did not provide . When I called on 12.13.2024 the *** said I qualified for a refund for those dates but needed to reach out to my phone provider first . I was able to call ADT back 4.14.2025. The *** ****** ****** stated he could not provide a refund because they required the customer to submit any request within 40 days of it happening. I let him know this was never told to me and that I should not be penalized for not being told that information on the previous call , *** did not communicating this information. He stated he could only give me a two month credit . I told him that wasnt acceptable and I would like to speak to a supervisor. He did not let me speak to his supervisor and simply restated the information . I asked him a total of six times on the call to speak to a supervisor or be sent to the escalation department. He refused ( paid for almost nine months of service but didnt receive the service outlined in my contract. This call lasted 28 minutes . I called back and spoke with *** ***** I asked the *** to be transferred to a supervisor as well he placed me on a brief hold . When he came back he stated he would transfer and then transferred me to another line. Once connected to the new line it immediately hung up. This call was 10 minutes. I called back a third time and asked to speak to a supervisor. It took them over 35 minutes to get a supervisor on the phone . She then hung up on me .

• Initial Complaint

  Date:03/20/2025

  Type:Billing Issues
  Status:

  UnpursuableMore 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 ADT home services since December 2020 and was signed up for automatic billing withdrawals. Sometime in 2024, even while on automatic payments, I began receiving written correspondence from *** advising me that payments werent successful and that theyd need to withdrawal additional payments. After many phone calls and discovering that *** had my home account combined with my mothers, I informed ADT that I was withdrawing from automatic payments. The confusion was too much for my health. Automatic payments were easy for me as my other bills are automatic payments because I already have a stressful life and I dont need to have remembering bill payments as an additional stressor. However, I also dont need to be stressed about missing money and trying to be reimbursed. Fast forward to January 2025, I called and spoke to ***** who advised me that after I paid $40.74 my bills would be current and moving forward I would have to pay $31.99 for monthly services and $9.99 for installment fees. I called ADT today to make a payment for February and March and the automated system said I have a balance of $96 which is over the combined monthly rates I was told. I spent too long on the phone with Tavid or *****, employee I.D # ****** to still have an unpaid balance and unresolved issues. He was trying to tell me that the extra $10 tacked to my bill was from returned payments and not making a full payment in January. This didnt make any sense since I talked to a human, Fonya on 1/9/2025 who told me what I needed to pay in January, which I did and Tavid confirmed the payment, and what was to be due was the following months. I requested to speak to a supervisor multiple times before Tavid refused at first, then placed me on hold only to return and tell me the supervisors were too busy to take my call, and then proceed to speaking in Spanish which was unprofessional and rude as I did not present myself as a Spanish speaking customer. The bill should be more than $84/$85.

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against *** regarding misleading pricing, faulty installation, and poor customer service.On February 14, 2025, I ordered a security system for our second home in **********, ******* (Order #*********). The quoted price was $623.43, including free installation. However, upon arrival, technician *** ****** informed me the cost had increased to $4,000 due to the home's window count. I was not informed of the $2,000 installation fee upfront, nor was I properly advised about ADT's 30-day cancellation policy. I was misled into believing I had only three days to cancel.The installation was fraught with issues: the basement motion sensor malfunctioned, the front door keypad lock was incompatible, and the front doorbell camera's battery drained within two weeks. The alarm system can only be set to "stay" mode due to unresolved sensor issues. A significant concern arose when the faulty basement sensor triggered a false alarm, leading to police arriving at our home with guns drawn. This was a traumatic experience for my daughter and deeply concerning for our family. Multiple technician visits have failed to resolve these problems, and the next appointment isnt until March 21, 2025. Additionally, *** attempted to charge a $99 service fee for fixing their installation mistakes.This situation has resulted in significant financial and emotional strain. I incurred costs for **** rides, contractor fees to replace the incompatible lock, and countless hours managing service calls.I am requesting the following resolutions:A refund of the $2,000 undisclosed installation fee.Immediate resolution of the remaining system malfunctions.Refund of the $99 service fee.Reimbursement for additional costs incurred due to ADTs errors.

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 husband passed away on 11-28-2022. I tried to get ADT to remove my late husband phone and put my phone number on my account in which I pay the bill. *** refuses to change the number. ADT refuses to give me a discount on my bill with the **** membership that I have.

• Initial Complaint

  Date:03/06/2025

  Type:Order Issues
  Status:

  UnpursuableMore 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.

  In July 2024, I contacted *** because I was selling a home in ************ that was ***eatedly being vandalized. I made it clear to the sales *** that I only needed a short-term security solution (3-6 months) until the house was sold. At no point did they mention a long-term contract; instead, they led me to believe that their service would accommodate my short-term needs.After this conversation, they sent me a DocuSign contract, which I signed under the assumption that it aligned with our discussion. Unfortunately, I later discovered that ADT had locked me into a 5-year contractsomething that was never disclosed on the call. This was a complete bait-and-switch, as I never would have agreed to such terms for a house I was actively ********** December 2024, after selling the home, I contacted *** to cancel, only to be told that I was bound by a 5-year contract and would have to pay $5,400 to cancel. When I asked for a recording of my initial call (which would confirm that I only intended a short-term agreement), *** refused to provide it unless I filed a subpoenaa clear indication that they do not want customers to have evidence of their deceptive sales practices.Despite multiple escalationsspeaking with supervisors, managers, and even attempting to contact corporateI was given no reasonable resolution. The only alternative offered was to transfer the contract to another property, which I didn't need. Ultimately, I was forced to pay the $5,400 cancellation fee for a service I no longer needed, all due to misleading and deceptive sales tactics.This experience has been frustrating, costly, and unethical. After researching online, I found numerous other complaints describing the same deceptive sales practices by ***. **** ****** Reviews and BBB complaints show a clear pattern of misleading customers into long-term contracts without proper disclosure.I am requesting a full refund of the $5,400, as this contract was obtained under deceptive circumstances.

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  Their security system is not working. I called to have someone come out to resolve the issue and they want to charge me a fee to fix their broken equipment. I informed they this is LEASED equipment I do not own it per our contract and it is their responsibility to maintain or replace when broken. They said they didnt care. I want the equipment fixed and the last 5 months credited to my account for the broken equipment I have been paying for and not been able to use. We had to purchase other camera equipment from a different company in the meantime because of how terrible they have been

• Initial Complaint

  Date:02/22/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 service has not been protecting my home since a month not working when I call they are saying I have to pay but when I first got service the tech messed up my service now Im paying every month for service thats not working and thats unfair

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ADT is not handling my issues/concerns professionally. My indoor camera HAS NOT WORKED in months now. I was promised a new camera however, was then told by a different representative that I was basically lied to, and that I could not have the camera replaced without cost to me.