Complaints
This profile includes complaints for ADT Security Services's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 10,785 total complaints in the last 3 years.
- 3,484 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/16/2025
Type: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.
ADT the alarm Company had promise to replace my smoke detectors free of charge. They charged me a month later and I have been on the phone 7 times trying to get my credit back $398.57. They keep telling me they are working on it and 1 month later nothing.They have given me an Action Case number #*********
Business Response
Date: 07/18/2025
ADT has refunded the service charge to Mr. ****** and apologized for the oversight. Mr. ****** is aware of the timeframe to receive his funds.Customer Answer
Date: 07/18/2025
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,
****** F ****** ******Initial Complaint
Date:07/15/2025
Type: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. Wrong contract period The contract signed on March 28, 2024 clearly states that it is a 12-month contract (the first page clearly states "Number of payments for the initial term: 12"). But I was recently notified that the system records 60 months, which is inconsistent with the contract I ********* that time, I negotiated with the sales representative to change the initial 36 months to 12 months, and signed and confirmed.2. Monthly fees are higher than the contract amount The contract states that the monthly fee should be $41.99, but I was actually charged about $60 per month, which is 43% more than the original agreement.Business Response
Date: 07/17/2025
ADT contacted Mr. ***** and has updated his account to a ******** term and issued a credit for the overpayment he has made. Mr. ***** did not have any other concerns.Customer Answer
Date: 07/17/2025
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:07/14/2025
Type: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 am writing to formally express my dissatisfaction with how my ADT service cancellation and billing have been handled.I fulfilled my initial 3-year contract with ADT and attempted to cancel my service on July 3, 2025. Unfortunately, the cancellation department had closed already due to the holiday. I called back on July 7, 2025, and successfully confirmed the cancellation with a representative. During that call, I was told that the cancellation would take 30 days to process, but I was not informed that I would be billed during that 30-day period. In fact, I was told I would be receiving a credit.However, on July 14, 2025, I received a bill for $34.39 with my credit of $42.44 applied to the balance owed that was originally $79.38 (plus tax) . I called ADT customer service for clarification and was told by the representative that I still had to pay the amount. I was also told that I should have been informed when I first signed up for service that cancellations require a 30-day notice to avoid additional charges. I was never made aware of this policy at the time of enrollment.I find this entire experience extremely frustrating and misleading. I made every effort to cancel in good faith before further billing should have occurred. Had I been properly informed from the beginning, I would have taken the necessary steps to avoid additional charges.I am requesting that this charge of $34.39 be reversed and that this issue be escalated to a supervisor if needed. I would appreciate written confirmation once this matter is resolved.Business Response
Date: 07/18/2025
ADT has reviewed the account and found the charge of $34.39 is valid. The balance owed is the last 30 days of service as the customer requested cancellation. We have spoken with the customer and advised that with the cancellation policy she would owe the balance. ADT has agreed to waive the balance owed bringing her balance to zero.Closing this case and no further action will be taken.Customer Answer
Date: 07/18/2025
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:07/14/2025
Type: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.
On July 7, 25 I had a technician come to fix my alarm system as it kept setting the alarm off and the tech refused to work in the system because ADT no longer service wired systems. I called to cancel the service and they asked me to do a virtual video call with a tech on July 8, but once again they recommended that another tech come to my house on July 9 and this tech charged me ****** because now labor is not covered under the ADT protection plan that I have been paying for 16 years. To make things worse as of 7/14/25 the system is still not working. Now ADT customer relations doesnt want to stand behind their labor stating that the technician was dispatched and performed the labor & therefore they deserve to be paid regardless if they fix the problem or not. This is unacceptable that we have to pay for labor that they cant stand behind and guarantee and that the expectation is that we pay 2k and upgrade to a new system I have been an ADT customer for 29 years and I always had a ************************* plan on the account and for more than 20 plus years I was never charged for technician trip visits, parts or labor but for the past couple of years every time I have a system issue depending on the representative they want to charge me a fee for a technician visit but after going back and forth they have waved the charge but now they want to also charge me for parts and labor and when I asked for a copy of the protection plan to see whats covered, ADT refused to mail or email me a copy. At this point in time I dont know whats covered and Im currently at their mercy every time I have a problem and have to see what the representative is going to charge me. One day trip charges for battery replacement are covered and the next time around is not and I cant continue to play games with ADT. If ADT cant is going to charge me then they need to fix the system otherwise do not charge me if they cant support my system then we need to cancel but the abuse has to stop.Business Response
Date: 07/16/2025
We were able to speak with Mr. **** regarding his concern. We have waived the technician visit charge amount of $123.41 and emailed Mr. **** a breakdown of what his maintenance plan covers for the ADT equipment.Customer Answer
Date: 07/16/2025
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,
**** G ****Initial Complaint
Date:07/11/2025
Type: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.
Would not let me cancel my service. Kept passing me around on the phone for 45 minutes. Told me they could not make effective today that it takes 30 days to cancel a subscription.Business Response
Date: 07/16/2025
ADT has confirmed that the customer requested cancellation of the account on 07/11/2025. The account is currently pending cancellation. ADT has a 30-day cancellation policy. As a goodwill, we can waive the 30 days. We submitted a refund in the amount of $40.49.We made several attempts to contact the customer by phone on 07/15 and 07/16.Customer Answer
Date: 07/17/2025
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:07/10/2025
Type: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.
ADT security has not properly worked since one month after installation, I've had numerous technicians out going through their leaps and bounds to try to end said contract with them. They state to receive 6 months cash back they need numerous technicians on-site to determine their communication error. I've gone through 2 bases now with the 3rd scheduled. I stated I wanted to end service and they threatened to charge me $3500.00. That is not fair as I've been paying my wifi to support their services. I've spoke with numerous technicians in the phone with no headway and this has become nothing but a headacheBusiness Response
Date: 07/11/2025
We were able to speak with Ms. ****** regarding her concern. We agreed to release Ms. ****** under our six-month money back guarantee and we will be removing the alarm system on 7/15/2025. All charges will be refunded, and termination fees will be waived.We emailed her a confirmation as well.Customer Answer
Date: 07/11/2025
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:07/10/2025
Type: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 had called into ADT in March due to receiving a bill saying I was late on payments, only to find out that they had taken it upon themselves to remove the autopay from my account. At that time, I paid my bill in full and was offered to be able to pay 3 months in advance and get a credit for one month. That is all that was explained to me and all that I agreed to. I have had constant issues with doorbell camera they installed, and after all the issues that I had with that first experience, I called to cancel my service. When I called in to cancel my service, I was told I would have to pay cancellation fees on the ******************************** I have never entered into subsequent contract with ADT since my initial ******************** 2021 and paid off my equipment. I did not sign a new contract and the representative did not explain to me that the 3 month advance payments and one month credit was contingent on a 12 month contract, because if they had, I wouldnt have agreed. So now I have to pay them $383 for a contract I didnt agree to because I want to cancel their service? The representative I spoke to today said she could lower my monitoring fee over the next 6 months by 50% and for me to call in January to cancel a service I am no longer using.Business Response
Date: 07/18/2025
We reached out to the customer and apologized for any frustration or inconvenience endured with the service. After review of the account, we explained we can assist with cancelling the account without penalty based on the customer was outside of the initial contracted term that began on 3/27/2021. The customer informed when she accepted the billing credit when the account reflected a past due amount, she did not accept or a sign a new agreement for the 12-month rate lock extension. The customer also advised she has changed to another alarm company and no longer needs ADT service. As a goodwill courtesy, we have agreed to release from the remaining rate lock extension and processed the cancellation request as of 07/18/2025. We explained the account will cancel within 24-hours and no longer be monitored. The customer understood and is satisfied with the resolution. No further action was taken.Customer Answer
Date: 07/18/2025
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:07/10/2025
Type: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.
We signed up for ADT 05/2024. Our system was set up through *********** USA who sold our account to ********************** to monitor. When we spoke with our *** at *********** about moving, we were told it would be $150 to move the system. We agreed. At first we were told they would remove our equipment and reinstall it. Thats what we expected. Later, we were instead told to leave our equipment at our old address because the new move-ins might want it. When we called to schedule the new installation, we were told to call ADT corporate and work with them. This is where the nightmare began.The *** we spoke with at ADT told us that we had to upgrade our entire system and claimed it would be a huge discount and only cost us $170 for new cameras/alarm equipment. When the ********** came out to install everything he told us he only had an indoor camera to install, when we told him that was incorrect, he said he didnt really care because it was his last day and told us he was just going to ***ort to his boss that when he showed up, we were not home. He left. We were so confused.We then called them to reschedule. When the second ********** showed up, he said he was installing a brand new system for $600 now. We were obviously not going to agree to that and then told him that we just wanted our same exact system that we had at the old address and wanted to pay the $150 move fee as we were promised originally. He said he would escalate the matter and get back to us. Nobody got back to ****** we are in a position where ADT is trying to collect a balance for the contract. This is the worst experience we have ever had. We are not going to pay ADT the balance of contract because they have not upheld their end of the contract. We have tried to resolve this for months with no luck. We desperately need the BBB to intervene and get this account canceled so we can move on with our lives. We owe ADT nothing at this point in our eyes and would like to just wash our hands of the entire matter.Business Response
Date: 07/18/2025
We originally spoke with ********** regarding her concern and advised her we would reach out to our authorized dealer team for assistance. We attempted to call Ms. ******* back twice and advise that we have removed the cancellation fees that were billed to Ms. ******** No further charges are owed from her to ADT.Customer Answer
Date: 07/18/2025
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:07/10/2025
Type: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 cancelled my ADT account on March 25, 2025 after moving my business. I was not under contract, had been a paying customer for over 4 years, and paid every bill on time via ACH. I no longer needed their service and made that crystal clear. Yet, ADT continues to charge me monthly for a location I no longer lease and for a service I no longer use.Ive called at least four separate times, spent hours on hold, been transferred ***eatedly, and disconnected more times than I can count. Despite ADT **** literally reading my file aloud and confirming that I requested cancellation, nothing has been done. My account is still active and Ive now been billed for March, ****** **** and beyondcurrently showing a balance of $182.On June 16, I spoke to a ***resentative named ******, who said she would pull the tapes from the March 25th call (which I appreciated) and get back to me. She even gave me a reference number: Conf #: ********. Did I ever get a call back? Of course not. The only follow-up I received were collections calls.Then on July 10, I spoke with another account manager who informed me that ****** handles RESIDENTIAL accounts only and has no jurisdiction over commercial accountsso why was she even assigned to my case? That *** transferred me to the ***************************** Team, where I spoke with someone named *****. ***** was condescending, dismissive, and kept interrupting me with I understand before I could even explain the issue. When I called out her rude behavior, she suddenly wanted to transfer me elsewhere.This entire experience has been a complete disasterdisorganized, disrespectful, and exhausting. One person says one thing, another says something totally different, and no one is accountable.This is beyond poor customer serviceits corporate negligence and predatory billing. If I hadnt removed my payment method, theyd likely still be auto-drafting my account without authorization.I strongly advise against doing business with ADT.Business Response
Date: 07/14/2025
ADT received this concern via social media on X (formerly *******) and has advised the customer ************************ that we have moved the balance and the account is closed with a zero balance.Customer Answer
Date: 07/14/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ******** on *******, and find that this resolution is satisfactory. However, it's very sad that this could not have been resolved without involving BBB and *******. I still won't be recommending ADT to anyone!!
Sincerely,
******** ******Initial Complaint
Date:07/08/2025
Type: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.
On May 20, 2025, I called to cancel my account for alarm monitoring services. I was told that my account would remain active for another few weeks. I protested stating that I did not want it to remain active and did not want to pay for another month of service. I was assured that I would not be charged anything further.On May 22, 2025, a charge appeared from ADT for the same regular monthly charge. I called ADT and was told that I had signed a contract agreeing to pay an additional monthly charge after canceling my account to cover them notifying the police about my monitoring service. I told them I signed no such contract with ADT and requested they provide this document. They have not. I signed documents with Protection1 prior to ADT purchasing that company, and there is no such agreement. I'd received nothing from ADT indicating such a policy. They were unconcerned that I had been told I'd be charged nothing further. I was told that decision makers in another office were the only ones that could approve waiving this fee, and the person speaking to me refused to forward my request for such a waiver.After that, I requested that my bank reverse the charge as this appeared to be fraudulent since they could provide nothing backing their claims for this charge.On June 23, 2025, I received a letter dated 6/3/25 requesting I pay this fee. I called to explain the situation and tell them that this charge is not correct and that I'd been assured prior to this charge that I would be billed nothing further. I explained that ADT had failed to provide the alleged signed document of me agreeing to this charge and asked that he delete the balance due from my account. he agreed to forward my request and said I should hear a response in 3-5 days. I have received no messages from ADT aside from another letter dated 7/1/25 saying my payment is past due.I canceled my account, I paid on time every time. This feels like an attempt to cheat consumers out of one extra charge.Business Response
Date: 07/10/2025
ADT spoke with Mr. ***** and advised that the remaining balance has been waived. He had no further concerns.Customer Answer
Date: 07/14/2025
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,
**** *****
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