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:01/19/2024

  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 have Have had this provided for over a year . At the time I wasnt aware they use inferior cmaras by Reolink & not ****** as *** requieres for them to monitor on their end , also they don't integrate into the *** app , the doorbell has a completely different app & the customer service besides the guy who sold me the system has been atrocious ,I changed my wifi password for security reasons around 12/23 and all my systems went down . It's now been almost a month . They set up an appointment for me last week to have a technician come out and they never showed up , no call or notification. I called them at both offices and didnt hear back .Someone did call me and I was busy he said he'd call me back in 30 min and then called me an hour and a half later while I was busy doing something else . He offered to have a technician come out free of charge but only if I deleted my review on ******.I then had the office call me the next day to schedule an appointment for this week , they text me the night before to confirm . I confirmed then about an hour later it feels like in retaliation , they said something about the technician was still too new and wouldn't be able to make my appointment time & had to reschedule at a time that I had a doctors appointment. I called the 1800 *** number and they tell me that I have to resolve it directly with the third party company in whom I have no confidence having already cleared my calendar twice for this

  

  Business Response

  Date: 02/01/2024

  We have received the report and will be reaching to the customer.

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21172260
  
  I am rejecting this response because:
  They have failed to reach out or correct the issue at hand . My system has now been down for around  2 months & I am tied in to their contract therefore cant even get the real ADT provider to help me they refer me back to this third party company. 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/29/2024

  We are in contact with these customers and trying to work with them to resolve their issues

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21172260
  
  I am rejecting this response because:

  They initially tried making contact and never followed up with a solution said someone would call me next week and that was over a week ago . *** asked to let me out of the contract since they are unable to come out and get my cmaras running , ADT as a company cant do anything because Im suppose to go through the installing company so Ive been with out a security system since December at this point 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/04/2024

  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.

  May 12, 2023 entered into contract with ADT for alarm system. It was set up, sensors on all windows and doors. Ran until July 21st when alarm went off. Reacted by trying to turn it off, couldn't then ran to car and waited. No response. Spent the day trying to get help with how to turn off and reset system and why no response from them. Told all my fault. I knocked off a sensor. Alarm not on.Given credit for monthly service because of issue.October 27th installation of new windows and doors completed. Called to have sensors reinstalled. Told there was a fee. Local manager said there would not be a fee so I would start the service before the installation. Have been leaving message for local manager ********************* and no return calls. Tried corporate and was told to contact him, his promise. Told that I am responsible for doing all managing and set up of system online. I said I am not able to do that and that had never been explained or any instruction given on how to do that. I still have not been contacted by ADT corporate or local to set up system. Get messages all night that door was opened, window opened, etc. ***** still being sent and now calls from them wanting payment. When I explain the problem to caller, am told to contact corporate or local.

  

  Business Response

  Date: 01/03/2024

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

  

  Business Response

  Date: 02/01/2024

  We have received this report and will be reaching out to the customer.

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21087371
  
  I am rejecting this response because:  a message was left by **** with an unidentifiable phone number. I have tried 5 different variations of the numbers I can decipher and do not reach the business. I am waiting for them to try again and to date have not had a contact. I want to speak to them but they deviate in the calls I make to my limited contacts. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/29/2024

  We are in contact with these customers and trying to work with them to resolve their issues

• Initial Complaint

  Date:08/12/2023

  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 June 7th 2023 I was solicited at my new *************** security system by an ADT rep named ******. We agreed to a deal and part of the equipment promised has not been provided. The technician that arrived named **** installed the indoor system and only one of the promised ****** outdoor nest cameras was installed. The technician also gave us the option of wireless cameras with solar panels vs wired cameras and we accepted. On the date of installation which was also June 7th, the technician installed a doorbell camera, and only one of the promised wireless outdoor cameras and did not replace the wireless keypad with a new one that was promised. He agreed to return the next day with the solar panels and the missing camera and a new wireless keypad for the door since he did not have them in stock. He has not come back despite multiple attempts to reschedule with him. We now have falling motion sensors which have damaged the baseboards on my walls and falling window sensors, and we don't know how else to get service.We have reached out to the technician he has promised to come on more than one occasion and has never showed up. We are no longer able to reach him.We spoke to a representative at direct protection security on August 2nd, the rep said she'd reschedule the tech. Today is August 12th and still the tech has not showed. At this point we would be satisfied with a reimbursement of the two payments we have already made to ADT as well as receiving the missing wireless outdoor camera, two solar panels to power them and the missing wireless door lock since that's what we agreed to. We would also like the baseboard repaired

  

  Business Response

  Date: 09/12/2023

  Hello ******,
  
  Regarding the complaint of *****************************, we spoke to the sales rep./tech. on August 26, 2023 we went to the customer's home no one answered, we called & texted with no response.  Sales rep./tech. is not sure what is going on Last the sales rep./tech spoke to the customer everything seemed fine.  Even at that point, asked if there were any other issues for us to resolve.  
  
  Thank you for your patience.
  
   
  
  
  Thank you,
  
  *****************************
  
  Customer Service Administrator
  

  
  

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20461323
  
  I am rejecting this response because:

  We had made multiple attempts to resolve this before escalating this to the bbb and the ********** bureau of security and investigative services. 
  

  adt has a six month satisfaction guarantee. It took nearly 2 months to get this company to actually pay attention to the complaint. 
  

  we do not feel safe with adt and feel that the response times would put our family in ***** way. The job was promised to be completed the same day they signed us up, then the day after and then for weeks they promised to come out.  
  

  we are not satisfied request a refund of all payments and for ADT to pick up their equipment.

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

• Initial Complaint

  Date:08/01/2023

  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.

  We recently moved into an new home. On Thursday, June 22, 2023, ********************* from ******'s Direct Protection Security, Inc. - ADT Authorized Dealer came to our home with promotions from ADT. **** quoted us $59.99 plus tax; however, I have been charged $69.99. I called on Sunday, June 25 regarding the charges and was told it was a installation fee. When I stated I was told there was not an installation fee, the story changed to it was the taxes (which does not calculate out). I called on Monday, June 26th and was bounced around the corporate office with no resolution. I called repeatedly on Tuesday, June 27th and was transferred from person to person. I than was given the local number to call. The local office, Direction Protection Security, ***** told me I was outside my three day resistion...it was the day before on Monday, June 26th. Since I was out of the three days, they would need to charge me over $1,500 to cancel. I want my contract canceled with no penalty. I was given one price, charged another, called around for three days to resolve the issue with no luck. I do not want to do business with a company that is not transparent, not upright, and lacks efficient customer service. I am extremely upset that I was taken advantaged of and lied to.

  

  Business Response

  Date: 08/01/2023

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  DIRECT PROTECTION SECURITY INC
  *********************************** B

  *********, **, 94513-7363

  **************
  
  Please transfer to the correct company.

  

  Business Response

  Date: 09/12/2023

  Hello ******,
  
  After further review of the customer complaint to the ******************** our office resolved this customer's complaint back on June 28th, 2023, as the customer no longer wanted to cancel.
  
  Thank you for your cooperation and patience with us as we researched this complaint and resolved it.
  
   
  
  
  Thank you,
  
  *****************************
  
  Customer Service Administrator
  

  
  

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20246820
  
  I am rejecting this response because I have never agreed to stay in contract. I was told my contract would be canceled. I have not have or do not have any ADT equipment and no service from ADT. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/06/2023

  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.

  In Dec ********************* to install a alarm system on my home,I when the installers came out to do the windows I inquired about the cameras already on the home I was told the cctv cameras were not adt . When the second person came out to install the cameras I asked her about the cctv cameras I was told they were not adt cameras. The cameras were installed in the wrong place and the windows were not installed on both sides since they were new windows that opened on both sides. Again two techs came out on different days and again I asked about the cctv cameras. I was told they were not adt cameras. I didnt have a monitor hooked up but had all the other equipment and the home had been vandalized and I made a police report and the police wanted to see if it was captioned on camera so I went and bought a monitor hooked it up and yes the cameras were adt. Iturned the box over and it said adt.I was already charged $90.00 for one camera and $250 for another.I called several times to adt to get access or to reset camera,given the run around.I finally had a tech to come out who was at my home for two minutes suggested I couldnt pay the $159 dollars and left I called back I was sent a different tech and the $159 was waived and he suggested I buy another $2000 system and left.on March 30,23 I spoke with **** at 8am and then **** @9am April 5 2023i spoke with ***** at 9:52 still no help.then I spoke with *******,******,*********,****,Kc,****** ***.still no help with cctv just transferred back and forth.April 7 2023 I spoke with *****,****,*****,Addeck,*****,*************,Clay. Then I spoke to ***********************,************************* no help just cold transferred around and I still dont have access to the cctv cameras. And I cant get any reliable help from Adt.

  

  Business Response

  Date: 06/06/2023

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  DIRECT PROTECTION SECURITY INC
  ************************************************************************-7363
  **************
  
  Please forward this on to the correct company.

  

  Business Response

  Date: 06/16/2023

  Our sales rep/technician is scheduled to go out to the customers home today 6/16/2023 at 12pm. He will take at look at the issue, talk to the customer and try to solve it.

  Customer Answer

  Date: 06/20/2023

  
  I spoke with ************ who informed me that her company did not use ring cameras but only goggle nest so I may have the wrong equipment installed and I am now confused as to why ring equipment was installed when her company uses goggle nest I did make an appointment for ******* to come out and look at equipment and he did he stated he need to check with tech about how to reset equipment which he did . He was suppose to come back on Saturday and it was a open ended appointment he did text and at around 4pm and stated he would not be coming  and Sunday was Fathers Day-he was not working  and how about Monday which I could not do Since I had already waited around Friday and Saturday. All cameras are clear and are current with ************* stamped , as ******* reported to tech and I reported to cs rep ****** I still do not have access to cameras and now I find out that  the wrong security equipment which is ring May have been installed since goggle nest should have been installed and not ring cameras.
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/21/2023

  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.

  feb 28-2023 i signed up for a 2 year plan paid up front. the system was installed on march 3 2023. 3 days later i noticed i was charged for an extra month in the amount of ***** and also had a tech come out twice within the first 4 days because one of the cameras wernt working correctly and had yet to be fixed. i called to get the charge over turned and was told it shouldn't be a problem and that i would get a call back. Long story short, the only contact ive had with this company was due to me making the call. Nobody will ever call back, they redirect the call to someone else and its always someone else who "Handled" those kinds of things. After a week of being lied to, i told them i just want the $1500 back and they can keep the *****. They tell me ADT has to authorize that type of refund and ADT tells me its in the hands of the dealer. So here i'am now 18 days into this deal and have seen no refund of any sort and still don't have a fully working system. this company is nothing but crooks and i feel sorry for anyone else they scam into business. i understand I'm under contract and past the 3 day cancelation period, however my initial call was within those 3 days in which i kept getting blown off what is now almost 3 weeks. I i would have known it was going to go this route, i would've just had them redund everything immediately

  

  Business Response

  Date: 04/03/2023

  We have been in contact with the  customer, on 3/6/23 there was a service visit to have 2 *** cameras replaced. Then again on 3/8/23 our Tech was to make another service visit. 

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19631859
  
  I am rejecting this response because: my complaint is t about a service call regarding my cameras. My complaint is about them keeping the money I was over charged any not refunding the $1500 pre payments I gave them. Their lack of service is the whole reason I want my money that I voluntarily pre paid for as there was no requirement for me to pre pay for a 2 years of service up front. While they may have sent a service tech out to fix the problem, my camera system has yet to work 100% the entire time Ive had it. All I want is my $1500 back, they can keep the overcharge of $69 and come pick up the equipment 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/20/2023

  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.

  On 10/4/2022, a sale representative named *******************************, from ADT / Direct Protection Security came to my house regarding my current home security. In 10/2022 I was under contract with Safe Home Security (SHS). *****, a former employee of SHS came to my home stating that my contract with AHS which he sold me would be completed in 2 months and that his new company ADT would pay off the remaining 2 months of my contract if I signed with ADT to begin a new contract. A few days later a technician came and removed the old AHS equipment and installed the new ADT equipment. The equipment was installed incorrectly and ADT never payed off my contract with AHS. I now have 2 home security contracts with SHS and ADT. I contacted *** and they said that ADT had not and could not buy out my contract because I signed a new contract with AHS in 12/2021 which is for 5 years. I have attached a copy of the contract with AHS and the documentation from ADT that states that they would buy out my contract. I need help getting ADT out of my home and out of contract with them. I was never asked for a copy of my AHS contract to verify that buy out was possible and the sales rep was actually fired from ADT and there is actually another family in my neighborhood that has a similar complaint/ issue.

  

  Business Response

  Date: 03/19/2023

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  DIRECT PROTECTION SECURITY INC
  ************************************************************************-7363
  ************
  
  Please forward this on to the correct company.

  

  Business Response

  Date: 03/23/2023

  Update on this complaint, as of today we have spoken to customer working on collecting all information from customer to find a solution.

• Initial Complaint

  Date:02/15/2023

  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.

  In August 2022 I signed up service with dps. *************************** was the salesman **********. He told me that there will not be one single hole installed on my newly built home because I already had preexisting electrical boxes to connect to.When the technician did the initial install, he said he couldnt do the full install because the floodlight cameras were on back order. On 9/16/2022 the technician came back to install the flood light cameras. When technician installed the cameras he installed them at his desired location and he install the wrong ones too. When he installed the camera without the flood light he drilled through my brand new home in the front of the house above the existing power supply. And in the back yard he installed by the kitchen window where there was not power supply so he drill through my wall and through my cabinets. I have attempted many times to be in contact with someone in their offices to repair his technician mistakes. There has not been any contact from them. The females in the customer service office keep telling me the same story that the manager contact me for repairs. I would like them to repair the damages the technician did and to cancel my subscription. *** had verbal estimates on the repairs on my property and they say it will be around 10k or more

  

  Business Response

  Date: 03/16/2023

  Hi ******,

   

  We have been in contact regarding this complaint. Most recent communication with the customer was this morning 3/8. DPS and customer are working on individual quotes on fixing the damage done during the time of install.

   

  Thank you!

• Initial Complaint

  Date:12/16/2022

  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 been trying to cancel since June 15th. They lied about all of the contract details and did not disclose any of the usual information they say they do before signing. It took me leaving a complaint in august here for them to respond only to ask me to take down the complaint. I had been calling for MONTHS at that point and getting blown off, calls redirected, etc, they literally . This initial complaint has been resolved as they said I would get a refund. In fact I NEVER got a refund, and am STILL being billed by ADT because they did not process my cancellation. Not only did I never have my ADT cameras installed in the first place but they came and removed any other equipment such as the sensors in October. It is not December and I am still paying for all of this equipment which they took. They have consistently lied saying this is out of their hands but ADT corporate has confirmed multiple times that they are responsible for things they say they are not. I am on the phone with ADT corporate as I write this, who called Direct Protection themselves and Direct Protection lied saying they did not have a date for the system pull MOMENTS after they told me they did and lied saying I had not cancelled my account. ADT corporate agreed to cancel my account but now I am waiting for the backpay I was promised.

  

  Business Response

  Date: 12/21/2022

  we have resolved this issue with customer

• Initial Complaint

  Date:08/05/2022

  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.

  My name is *********************************, last month I had *********************, the manager of my local *** office in ******, **; arrive at my door to sell us the *** service. He verbally promised us a 30 day trial, no cancellation fee, and no money upfront. Everything **** has promised has seemed to be a lie from what I can tell. I was charged almost 170 dollars upfront, *********************** me about 70 dollars and apologized to make up for this. I have yet to receive the other 100 back. When they arrived to do what **** told me would be just an quote and inspection they wanted to begin installing equipment. I was surprised but reluctantly I agreed as I figured it is a trial and I could cancel if I was dissatisfied. They never even installed the backplate to my doorbell. This all left a bad taste in my mouth and I didn't feel like I could really trust *** so I called to cancel. **** promised he would get back to me, he never did, the office promised to get back to me, they never did. I was told it would be 250 dollars to cancel ultimately. I have continued to call and have been transferred around repeating that the manager, ********************* has promised us different things and everyone has said that **** could not help us and **** is now too busy to allow me to contact him.

  

  Business Response

  Date: 08/05/2022

   

  The customer entered into a contract with the following company who handled the sale and installation of the system.

  DIRECT PROTECTION SECURITY INC

  2145 **************** STE B

  *********, **, 94513-7363

  ************

  Please forward this on to the correct company.

  

  Business Response

  Date: 10/10/2022

  Consumer will be receiving a refund.