Complaints

This profile includes complaints for ADT Security Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ADT Security Services

  1501 Yamato Rd Boca Raton, FL 33431-4438

  
• 

  ADT Security Services

  1400 Montlimar Dr STE B Mobile, AL 36609-6513

  
• 

  ADT Security Services

  5001 Howerton Way Ste A Bowie, MD 20715-4459

  
• 

  ADT Security Services

  50 Republic Road Melville, NY 11747-4215

  
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  ADT Security Services

  3205 SW 47th St Gainesville, FL 32608

  

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:10/04/2022

  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.

  Part 2 of my complaint # ******** . One hour after technician came out and said he repaired my alarm, it started going off again. i had changed batteries like i was instructed to do on window chime, and per technician all ok, charged me $59, called ADT to send tech out again because having same issue, she said would send out in 2 days ,and had to charge $59 again, so now i'm working on 10 days with same problem. Different tech came out said window chime no good needed to be replaced. I refuse to pay for faulty equipment and 10 days of no service. Refund

  

  Business Response

  Date: 10/30/2022

  We regret any inconvenience or frustration the customer experienced. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  ADT issued a $59 credit, as a gesture of goodwill. 

• Initial Complaint

  Date:10/04/2022

  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.

   
  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,
  
  *********************o I had to wait on hold for another 30 minutes.When I got to the second person, I decided to cancel my services because this obviously is going nowhere and I'm tired of the runaround. If an emergency did actually happen I can't be waiting on hold for 45 minutes for a resolution. The second person told me she couldn't cancel my subscription and I would have to wait for someone else.So now I'm waiting for a call from a supervisor which may or may not happen.

  

  Business Response

  Date: 11/03/2022

  We regret any inconvenience or frustration the customer experienced. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  ADT has lowered the customer's rate & scheduled a free service call. 

• Initial Complaint

  Date:10/04/2022

  Type:Billing 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 ADT Security Service failed three times within a 10-day period and has been completely inoperative for several days. I decided to cancel my ADT service effective today and was informed that there would be a waiting period before my request to cancel became effective. This is unacceptable since this service is no longer functioning. I am scheduled to make a direct payment to my account number ********* on October ****** and I will endeavor to take the necessary steps to cancel this scheduled payment.The waiting period to disconnect and cancel my service is unacceptable. The service is no longer functioning.Please advise how I can cancel my account immediately. I sincerely appreciate your assistance in this matter.Please contact me if additional information is required.

  

  Business Response

  Date: 11/04/2022

  We regret any inconvenience or frustration the customer experienced. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  The contract that the customer signed, stipulates the 30 Day Notice of Cancellation requirement. 

• Initial Complaint

  Date:10/04/2022

  Type:Product 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.

   
  Complaint: 18165940
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 11/17/2022

  We regret any inconvenience or frustration the customer experienced. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  The customer is ineligible for release & a refund. We are more than happy to provide replacement equipment & provide troubleshooting assistance. 

• Initial Complaint

  Date:10/04/2022

  Type:Billing 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 had submitted the complaint in my name, ***********************, but the ADT account is actually in my husband's name **************************  I did not add his name in the complaint. 

  
  

   ADT has now turned this over to a credit collection service. I am trying to reach them. 

  
  
  

  correctly reflected on my invoice date of August 13, 2022. I was assured by ***** that my account was cancelled and officially closed.However, I received another invoice dated September 13, 2022 for $133.52 that was listed as a customer cancel-termination charge. I called September 27, 2022 to dispute this charge of $133.52. I held on the phone for hours at a time. I was transferred from one person to another to another, and two different times a Representative answered the call, but acted like they couldn&#**;t hear me at all and would disconnect our call.I have tried the best I can to get this resolved myself. It is a game with H323030373535333630**H. I have been a customer for 23 years, and I have closed my account due to hardship, and I need the current charge of $133.52 (and any other unforseen charges that *** be pending) revoked

  

  Business Response

  Date: 11/17/2022

  We regret any inconvenience or frustration the customer experienced. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  ADT has waived the remaining balance. 

• Initial Complaint

  Date:10/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This issue is with ADT Security Services. I called to get information on ADT services: Alarm monitoring with cameras. Adt set an appointment for a sales person to come speak with me and my husband for August 11 2022. The salesman that came out was *****. ***** first quoted us a price between $83.00 and $84.00 a month for 60 months. We thanked him for coming out but we would have to decline since we couldn't afford that. ***** said if he could get the price in our range would we reconsider. He refigured, said if we signed that day he could offer us $63.99 a month for 60 month plus he would throw in an indoor camera. We agreed and signed the paper he had. The techs came out and installed 4 outdoors cameras and added 2 connectors for our kitchen windows and replaced our previous keypad as well as our control box from our previous alarm company. (we didn't realize it at the time but the installers took the equipment that was ours from the previous alarm company with them without permission)We also were suppose to have free service calls for 6 weeks. The cameras were not working correctly from the beginning. Within a few days we called to have ADT come out to check them. The day after they came out I had a $30.00 charge come out of my checking account. Cameras are still not working, now they refuse to come out. They want me to do my own trouble shooting by climbing a ladder to where my cameras are. I am not physically able. Also, first month billing was the original monthly price quoted of the $83.00 that we said we could not afford. Can not get the Regional Supervisor to call me back (***************************; ************) The sale man who wrote our account up no longer works there. We have been mislead from the beginning. We are not paying this price especially since the equipment has never worked as they should. Customer service is also the worst, very rude.

  

  Business Response

  Date: 11/17/2022

  We reviewed the account and confirmed that ******************* had service installed 8/16/2022.  The sale was created 8/11/2022 and the contract was sent to ********************** for ******************* to view and sign. The DocuSign was sent 8/16/2022 at 1:29pm and was accessed by the customer on 8/16/2022 at ******. The customer signed the contract on 8/16/2022 at 1:36pm. The document sent to the customer included the contract terms and conditions and specified the length of the contract and monies due for the services, including the contract termination charges.
  
  On 8/26/2022 ******************* called to get assistance and said that two of her cameras were out. The customer service agent assisted and set up an appointment for a technician to go out and service the cameras. The technician went out 8/30/2022 to service cameras and got the cameras back online. The tech did notate that a tech would need to return to service the doorbell.
  
  ON 9/27/2022 ******************* called disputing charges on her account said she was told monthly fee would be $63.99 and she was not aware of the equipment fee of $30.98. The customer service agent pulled up ***************** contract that was sent to her on 8/16/2022 and advised that the equipment price of $1758.50 is being financed over 60 payments. The customer service agent apologized for the misunderstanding and offered to get a technician out to service the cameras,******************* declined.
  
  On 10/10/2022 ******************* called to cancel due to not being happy with the cameras that were added. The customer service agent advised that it would be up to the Branch to see if the account can be cancelled under 6-month money back guarantee due to ******************* not being happy with equipment. The customer service agent advised ******************* that she would give her a call back to let her know if account can be cancelled under 6-month money back guarantee.
  
  The customer service agent called ******************* on 10/12/2022 to advise that the 6-month money back guarantee will not apply to cancel request and advised three service appointments are required for the same issue.The customer service agent offered to schedule a technician to service the cameras. ******************* declined said she wanted the account cancelled. The customer service agent advised ******************* the balance of contract fee and remaining balance of equipment will be due.
  We reached out to ******************* to further assist and offered to adjust monthly rate to $49.99 if the account is reinstated and advised a technician can be sent out to service cameras. ******************* declined, we advised ******************* that the equipment fee and balance of contract fee are valid. If ******************* changes her mind about offers, we will be glad to further assist.

• Initial Complaint

  Date:10/04/2022

  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.

  I checked my sister's bank on-line this morning, and there is an amount of  $15.29 in pending status, that ADT is pulling out of her acct. I don't know what this is for. I guess their greed for money is more important than their respect of their standing with the BBB. I had hoped they would return the last month's withdrawal of $65.53, and send it back to her bank, but it appears they have no intentions of refunding her anything. I will have to get the bank to stop the withdrawals. I have read some of the remarks made by other dissatisfied customers, and it looks like they are running a scam instead of a business.an to appear at my sister's door, not called for, right after she had Direct TV installed. Shame on the salesman, who certainly could tell after only a brief conversation, that both my sister and her son were not mentally competent and could not afford this service, as the 30 yr old deteriorating trailer they live in would not require but one kick to the door to break in on them. And what would thieves steal??? It appears we have different types of thieves. My sister's account should be cancelled immediately and the last payment returned to her bank account, as this service is paid in advance, and should have been cancelled on 9/7/22.

  

  Business Response

  Date: 11/27/2022

  We regret any inconvenience or frustration the customer experienced. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  ADT requires a 30 Day Notice of Cancellation; making the 09/07/2022 request effective 10/07/2022. As a gesture of goodwill, ADT has credited & refunded $80.82.

  Customer Answer

  Date: 12/01/2022

   
  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:10/04/2022

  Type:Product 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.

   
  Complaint: 18153290
  
  I am rejecting this response because:

  The reason I ended up outside of the return/refund period is because the Blue by ADT technical support team insisted I try various settings, resets, and product exchanges.  Each time caused days of delay to determine if the changes would solve the problem.  Every time the tech support advisor assured me the problem would be fixed.  At one time, the agent told me I had 60 days to return so there was plenty of time.  I know Blue by ADT has an extensive file regarding this issue because they would review the problem each time before make changes.  I followed their instructions faithfully due mainly to ADT's reputation but ultimately end up with malfunctioning equipment and expenses loses.  After the 2nd or 3rd failed attempt, I asked to make a return but was assured the next attempt would work.  Various settings changes, app removal and installation, equipment changes, system checks, all failed to resolve the issue yet caused my return / refund period to expire.  I must add also that at the last failed attempt I insisted to return the equipment (cameras) and at that time I was advised the return period expired and by only a couple of days.  I am shocked that such a reputable company would be so unfair with their technical support parameters.
  
  Sincerely,
  
  *************

  ne tech support exercises resulting in uninstalling the app, rebooting the cameras, deleting and reinstalling the cameras, replacing equipment, all posed delays that ultimately resulted in refund period expiration. I trusted ADT's reputation and tech support which is why I purchased their system. To date, I am still waiting for a call back from a customer rep when the last agent said she was submitting my case for priority escalation. I have no confidence they will call judging experience with their customer support.

  

  Business Response

  Date: 11/04/2022

  We regret any inconvenience or frustration the customer experienced. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  The customer has been advised that he is outside of the return period. 

  

  Business Response

  Date: 12/08/2022

  Blue stands by its decision.

• Initial Complaint

  Date:10/04/2022

  Type:Customer Service 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.

   
  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,
  
  *********************

  

  Business Response

  Date: 11/04/2022

  We regret any inconvenience or frustration the customer experienced. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  As a gesture of goodwill, ADT has waived the balance & issued a zero balance letter.