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:05/01/2025

  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.

  Dates of issue: 04/25/2025-05/01/2025 A representative from this company came to our new home claiming it came with *** services that just needed activation. We were offered a $64/month package, which we agreed to. However, when the contract was reviewed, the quoted price didnt matchmonthly costs were higher. I called to report this, and they admitted the error, sending a revised contract with the correct price. But the revised contract did not include the original equipment we agreed on. The next day during installation, I saw the equipment didnt match what was promised. I called to cancel and was told management would contact me. When they did, I reiterated that the current terms did not reflect what was originally offered and I needed to cancel. They asked us to stay with them and promised to "make it right," but I declined due to inconsistent and misleading information. After that, the owner claimed I owed a cancellation fee, an equipment fee, or would be invoiced for the equipment. The contract clearly states I have three business days to cancel, and I acted within that window. Additionally, the installation fee listed was $99, yet I received an invoice for $162. On 05/01, I contacted them to coordinate equipment retrieval and to settle the cancellation fee. At that time, the owner increased the fee to $237, adding a system pull fee not listed anywhere in the contract. These extra charges were never disclosed beforehand. The company is now threatening collections and stated Id need to lawyer up because their legal team is stronger. I feel harassed and misled. I followed all terms in the contract, including timely cancellation. It appears they are retaliating by imposing unjust, undocumented charges. Im requesting all fees be waived and that this company cease contact and threats. Their deceptive sales tactics and billing practices should be investigated.

  

  Business Response

  Date: 05/12/2025

  Thank you for bringing your concerns to our attention. We take all complaints seriously and are currently reviewing the details of your account and the events that took place between April 25, 2025, and May 1, 2025.
  We understand that youve raised concerns regarding the quoted pricing, equipment discrepancies, contract terms, and communication from our team. Please know that we are in the process of thoroughly investigating this matter to ensure a clear understanding of what occurred.

  
  Once we have completed our internal review, we will follow up with you directly through the appropriate channels.

  
  Sincerely,
  ***** *****
  Customer Relations
  ****************** Authorized ADT Dealer
  

  
  

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23276012
  
  I am rejecting this response because I have provided necessary documents and postponing the refund is unethical. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/02/2025

  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.

  05/31/23 I paid $1,500 to Direct Proctection Security they are not paying the bill to ADT. It has not been paid for 4 months. I have been calling them to find out why it's not being paid I just get the run around from them. I have talked to ***** and she has told me that she is going to find out why it's not being paid. I contacted **** ***** the manager he told me that he was going to take care of it it never happened. My last phone call with **** was they where only going to pay $506.51 that will cover to 05/31/25 I told **** that was wrong our service did not start till 06/23 even then it took them 2weeks to get it all installed. I call them every other month on this matter.

  

  Business Response

  Date: 03/11/2025

   

  Thank you for bringing your concern to our attention. We take all feedback seriously and strive to ensure our customers have a positive experience with our company.

  
  We are currently reviewing the details of your complaint and will be conducting a thorough investigation to better understand the situation. Our team is working diligently to resolve this matter as quickly as possible.

  
  We appreciate your patience and will provide you with an update once we have more information. If you have any additional details or documents that could assist us in resolving this issue, please feel free to share them.

  
  Thank you again for allowing us the opportunity to address your concerns.
  

• Initial Complaint

  Date:08/08/2024

  Type:Billing 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.

  For the las few month I keep getting a bill from ADT for an account I do not have with them and have NEVER had with them. I call them and talk to a representative, ******, on 7/3/24 around 11am. She inform me that most likely if was fraud and she would handle it. But still keep getting bills from them. Is ADT running a scam on seniors that do't have an account with them in hope that they will pay with out noticing. Please help resolve this problem. Amount they claim I owe is $281.99. Thank You

  

  Business Response

  Date: 08/08/2024

  The customer entered
  into a contract with the following company who handled the sale and
  installation of the system.
  
  Direct Protection Security
  2145 Elkins Way Ste B
  Brentwood, CA 94513-7363
  (925) 516-9200

  

  Business Response

  Date: 09/09/2024

  This customer was sent an official letter by our team handling this account. We will look into it further and investigate. 

  Customer Answer

  Date: 09/10/2024

   
  
  Complaint: 22090765
  
  
  
  I am rejecting this response because: I haven't received any comminution from ADT.  As of this week I have received two other notices from them. See attach.
  
  
  
  Sincerely,
  
  
  
  Luis Lara

• Initial Complaint

  Date:06/19/2024

  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.

  This company has an employee who fraudulently opened an account with ADT for home security. I have tried to resolve directly with this company per ADTs advise. The person I spoke with said they would look into it. They had incorrect email etc. And we also compared signatures on contract I supposedly signed which was NOT my signature. After several attempted follow up calls, they are no longer answering my calls. Meanwhile I have gotten a second bill from ADT.

  

  Business Response

  Date: 07/19/2024

  Hello, I apologize for the delay in our response. 

  We will be reaching out to the customer before end of day today regarding this complaint.

  We are also conducting an investigation as to why this happened.

  Thank you.

• Initial Complaint

  Date:05/24/2024

  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.

  2 years ago I purchased ADT through Direct protection security I was told and written on paper the charge would be ***** for the first 2 years after that it would be ***** formation that does not seem to be true

  

  Business Response

  Date: 06/14/2024

  We have received the Complaint. We are going to reach out and see what we can do to resolve this issue.

• Initial Complaint

  Date:05/15/2024

  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.

  Service Order submitted on 3/26/24. Equipment installed the same day. I was told I had 3 days to cancel if I wished to do so. I checked w/my **************** gave me a $5.00 Yearly discount. This did not make sense since I would be paying $***** a month. I requested cancellation on 2nd day of service. I was immediately charged installation & 1st months service. I inquired about this & requested these charges be cancelled immediately. It took several calls but was given a check to cover installation of $99.00 & 1st months service of *****. I have already been charged for the 2nd monthly service. I have a total of 10 emails; 7 texts & 7 calls regarding this contract/cancellation situation. I requested cancellation on several instances but my requests were ignored & was never given an answer to my request. I was told to sign my husbands name, ***** M *******, on contract since he was asleep when they came to install equipment. I would like to get assistance on getting this contract cancelled & equipment picked up ****. Thank you for any assistance you can provide. Please advise me if additional information is needed.

  

  Business Response

  Date: 06/14/2024

  We have received this concern and we are going to reach out to the customer and see what we can do to help

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21715343
  
  I am rejecting this response because: all the company is offering is to credit my account for another month.  They do not want to cancel my contract which is what Ive been asking since the beginning.  Ive also been advised that if contract is cancelled, they will turn my account to collections, mess up my credit & pursue payment of 75% of the contract payments.  This is not taking care of business.  So at this time, this is unacceptable.  Thank you.  
  
  Sincerely,
  
  ***** A *******

• Initial Complaint

  Date:05/12/2024

  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 got ADT service on April 10,2024. My husband was unhappy with it so decided to cancel. I called and cancel it on 5/7/202. They gave me the run around from one person to the next finally spoke to someone and I had to speck to *********************** the representative who came to my house advertising the alarm system. They send me the invoice and it was way more than what I'm supposed to pay. I have to pay according to them $1,859.77 that more than what the contract says and they added $250 termination fee. I have 23 payments x ***** x .75 percent of my remaining balance is $1,207 is what I owe for the remaining balance of contract. This morning I'm checking my bank account and there is the monthly deduction for $***** pending on my account. Which I cancel on the 7th I shouldn't have anything deducted from ADT. I tried talking to them and no answer. Left a message on 5/8/2024 to call me back regarding the incorrect balance and no call back no answer. I think if your unhappy with a product you have a right to cancel and they should honor what the advertise. Tried resolving this issue with they and they just don't want to. I really need help to resolve this problem.

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21700621
  
  I am rejecting this response because:

   

  Hi so I took care of the balance and thought everything was done, but now they are calling 4 times a day asking for $141.03 that I owe because Direct Protection Security didn't canceled when I did back in May 7 *****. I tired of playing games. I don't want to have bad credit for something they didn't do. I don't know what to do. They are changing me for service that was terminated in May. I spoke to an *** agent he said I need to pay May and June which is wrong because I canceled in May. Please help I'm irritated with this situation. 

  
  
  Sincerely,
  
  ***** C ********

• Initial Complaint

  Date:04/22/2024

  Type:Order 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.

  1. Salesperson promised a $200 gift card which he never sent. He also stopped answering my calls after the install was completed. I called him multiple times inquiring about the $200 gift card he promised but he just ignores my calls, as he answers when I call him from a private number. 2. I was originally promised a $47 monthly which was not true as it came out to $63 per month, I feel somewhat deceived by the salesperson as I never got the $200 gift cards and received a higher bill.

  

  Business Response

  Date: 04/22/2024

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  Direct Protection Security
  **********************************************
  *********, CA 94513-7363
  **************
  
  Please forward this on to the correct company.

  

  Business Response

  Date: 05/21/2024

  We have been in contact with this customer to try to help fix this issue.

  Customer Answer

  Date: 05/28/2024

  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:04/17/2024

  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.

  For months I have been approaching ADT to exit me out of my contract early for many reasons. This list includes some of the reasons: A catastrophic flood to where the house exists caused a "red tag" situation on the property. From that time multiple burglaries occured. Many windows were broken out. Several police reports were made. In desperation I thought I was seeking help with ADT. They installed the burglar alarm. The bill was at first paid faithfully until my many requests for someone to install a new battery fell on deaf ears. For months nobody reached me to replace dead battery. One time a burglar forced a window open. ADT reported NO ACTIVITY at all occured that time. Person who entered turned on waters which caused water to stream out from all doorways inside the house. This resulted in even more water damage. I am elderly and couldn't afford the costs to repair, so I was forced to sell the house. I have tried to contact customer service many, many times. A couple times I was told I was talking to somebody in management. I expressed my reasons and desire to have them early exit my contract. That manager never contacted me for any decision on their end. Months went by without them emailing me for any payments, leading me to believe I was exited out of my contract for extenuating, catastrophic reasons. Recently now I got an email. Very nasty, threatening court an laws!

  

  Business Response

  Date: 04/16/2024

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  Direct Protection Security
  **********************************************
  *********, CA 94513-7363
  **************
  
  Please forward this on to the correct company.

  

  Business Response

  Date: 05/21/2024

  Have been trying to reach out to customer and I am unable to get a hold of the customer. ************** 

• Initial Complaint

  Date:04/04/2024

  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 was moving from my Merced home to ******. I told ********** need to have me service transfered. He suggested I put the ************** on hold until I get a renter and add billing to rent. I said no. I am not in a financial situation to accure new debt. He said ok. He will set me up for service at my Fresno home and cancel the **************. On March 9th the tech installed devices but no cameras. He called **** and **** said because they were supposed to take them from the Merced home so they would do it another time. I told him the movers will be bringing my stuff that to the new home that is why I wanted everything installed. A few weeks later, I still have no cameras and I was billed for both the Merced house and the ************. I asked **** about it. He said that this how ADT bills. The Merced charge would be the last charge. Then that week I kept getting notification of doors and windows. I called the 800 # at this point I lost all trust in **** and both accounts were still active. I have text messages from him.saying he has closed them. When alarm were triggered and I tried to find out what was going on the representative at 800 adt could not give me information because **** had changed my code word and my mother's maiden name. I have been calling his cell phone and his office to get this resolved and they will not take my calls. Reading their reviews after the fact, I see I am not the only one they have scammed.