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

  814 Arion Pkwy Ste 220 San Antonio, TX 78216-2837

  
• 

  ADT Security Services, Inc.

  8751 Park Central Dr Ste 100 Richmond, VA 23227-1162

  
• 

  ADT Security Services

  1400 Montlimar Dr STE B Mobile, AL 36609-6513

  
• 

  ADT Security Services

  291 Cahaba Valley Pkwy N # C Pelham, AL 35124-1165

  

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:08/01/2022

  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.

  I've previously contacted ADT at ************ to cancel services at my home address at *********************************; however, it was never canceled and I have past due amount, which I paid on 07/29/2022 for $244.45 - Ref #******. I called back today to, 08/01/2022 around 1pm and was on the phone for over one (1) hour, kept passing me to different representatives and listening to their propaganda on Why services should continue. I have to disconnect. I want my services canceled effective, 07/29/2022 when past due amount was paid with a confirmation email/letter that services to my home at *********************************************************************** is canceled.Thanks *********************

  

  Business Response

  Date: 09/12/2022

  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.

  We have confirmed that the customer's account is closed.

• Initial Complaint

  Date:08/01/2022

  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.

  We have been ADT customers for many years (10+). We have always paid our account on-time using automated billing. We recently moved and automated billing was suspended, w/o our knowledge, due to address change. They terminated our account w/o informing us and now they are forcing us to sign a new 3-year contract for alarm monitoring. No flexibility, no regard for the fact that we are a long term customer, no regard for the fact that we were not notified of the account issues, etc. We have ********** with paying a nominal fee to get our account reinstated but we refuse to sign a 3-year contract. We simply want to continue with the remaining portion of our existing service contract.

  

  Business Response

  Date: 09/12/2022

  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's account was cancelled due to non-payment, with ADT making multiple attempts to reach the customer regarding the balance (phone, e-mail & paper statement). 

  The new contract for reinstatement stands; as that is a requirement for non-pay customer reinstatements. 

• Initial Complaint

  Date:08/01/2022

  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.

  I signed up for adt and was told by the service technician that in the event I wished to terminate services I would only be charged the cost of the equipment installed at the house and then the service contract would go to the new owners of the house. I personally would not have to pay for anything beyond the equipment fee of about $700. I left the residence about a year later and contacted adt to terminate services on the house, I was then informed that I had to pay the remaining balance of the contract (or percentage therof) which was not initially promised to me by the adt representative that installed the equipment. The new owners declined to continue adt services and now I have a bill of $1817.44 that they want me to pay and I already paid an additional $632.39 for the equipment! The representative told me something completely different to get me to sign a contract and I feel like they represented themselves and their fees unfairly to get me to sign. *** tried calling and discussing 5is several times and they always end up disconnecting the call on transfer to a manager (this has happened several times, not a coincidence).The account was serviced at ***********************************************

  Customer Answer

  Date: 08/05/2022

  I'd like to update my complaint to be for a refund of  $1817.44

  on July 26, 2022 ADT authorized an automatic payment on my credit card for this full amount of  $1817.44, even though they knew that I was disputing it because I have called them several times and those calls are supposedly "recorded". This company is completely deceptive and I would have never gotten ADT if I knew how terrible they were.
  

  

  Business Response

  Date: 09/12/2022

  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.

  Contract termination charges are eligible for waiver under the following circumstances: the customer relocates ********************** service to their new home or the new homeowner acquires the ADT service. Neither has happened in the customer's situation & therefore, the contract termination charges in the amount of $579.48 are valid. 

  The financed equipment final balance is ineligible for waiver & is due in full at the time of cancellation. Therefore, the equipment balance in the amount of $1849.18 is valid.

  No refund is owed at this time. 

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 17652086
  
  I am rejecting this response because:

  First of all the amounts are wrong in their email. The $579.48 was for the equipment and I never said I thought that was unfair. I knew I would have to pay for the equipment if I left adt. 
  The amount up for debate is $1849.18 and no I do not think this is a valid bill amount because the ADT installer specifically told me that I would not have to pay for the contracted service if I sold the house. There was no mention of the new owners taking over the contract. I verbatim asked if I would have to pay for the contract if I moved and he said No. There was no mention that the new owners of the house would have to agree to continue ADT. This is a terrible business practice to take advantage of a woman living alone who was getting security installed because of personal life circumstances. I would like the contract fee returned because your installer was misleading. I asked him this question when everything was installed and all that was left was the contract to sign. Had I known this I would have installed Simply Safe myself and not used ADT. Keep the equipment fee, as that was never up for debate. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/17/2022

  ADT stands by its decision.

  The balance paid by the customer is valid; based on the contractual agreement signed. 

• Initial Complaint

  Date:08/01/2022

  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.

  I was contacted by ADT that they needed to update my keyboard. When they came, I was also needing a new fob which I paid for at the time. I was at work when they came and my fianc let them preform the job which again, they said was a maintenance upgrade. My fianc signed the work order. There was zero mention that her signature was agreeing to an additional 5 year contract. I have changed companies and when I went to cancel my coverage I was informed about this new contract. They say that Im bound to it or pay $2,000 to cancel. They completely hid the new contract fraudulently. I have had this service since 03/29/2017. My 5 year original contract was fulfilled which paid for all the equipment. This was clearly a bait and switch scheme.

  

  Business Response

  Date: 09/12/2022

  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 backdated the customer's cancellation to May & waived the contract termination charges incurred. 

• Initial Complaint

  Date:08/01/2022

  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 had this system for over 30 days and the system does not work. *** contacted continuously over this concern and the company refuses to send someone out to fix this issue and will also not allow me to cancel the contract without paying for 3years of service.

  Customer Answer

  Date: 08/18/2022

  With all due respect it is past the required response time. Im still paying for service that does not work during this period.

  
  
  

  

  Business Response

  Date: 09/12/2022

  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.

  Blue has explained that the early termination fees will apply should she cancel. We refunded her last charge & gave a 2 month credit. We also sent out sensor replacements. 

• Initial Complaint

  Date:08/01/2022

  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.

  In February 2022 I re-entered into contract with ADT to avoid penalties from my previous home that I sold in July 2021 and relocated. The camera services is substandard at best and I'm finding out that the information explained to me to transfer the services and all penalties would be canceled is not what they actually had me sign for. I am not getting the services that I am paying for monthly, I was lied to by ADT reps, and the penalties to cancel now is even greater than what I would have paid had I just stuck to my decision to not transfer services with ADT. No one I've spoken to has any resolution except to charge me for service calls , as if a service call will make an obvious organization issue suddenly work.

  

  Business Response

  Date: 09/12/2022

  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 resolved the customer's service issues. We have also explained the billing in regards to the installment plans the customer is paying for the current & previous locations. 

• Initial Complaint

  Date:07/31/2022

  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.

  Incomplete installation Improper location of the panel No communication with ADT management or supervisors regardless of the many scores of attempts/either reaching someone or receiving a call from anyone who could resolve any issue No training on ADT security whatsoever

  

  Business Response

  Date: 09/15/2022

  Upon review of the customer's account, ********************** left messages for the customer on 8/29/2022, 8/31/2022, 9/2/2022, and 9/8/2022. ADT also sent an email to the customer on 9/8/2022 to inform of a service call appointment scheduled on 9/15/2022 to have issues resolved. ADT also received an Attorney General complaint for the same and same issue on 9/7/2022. The customer left a message on 9/9/2022 and demanded for all equipment to be removed, and for ADT to be gone. On 9/12/2022, the customer sent an email with an attachment letter acknowledging he received the email and complained about ADT's response time.He also stated he has no interest in any relationship with ADT in any way. The customer stated he does not want a service call to do what should have been on July 11. Based on customers response, ADT canceled the service call appointment that was scheduled on 9/15/2022. The customer will not allow ********************** to fix any issues with the system but just wants equipment removed.

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 17620756
  
  I am rejecting this response because: I am rejecting this response because all this response does is state what has happened already. This matter must be resolved, here we have the elderly with no security system in place. Your attempt to install was on July 11, 2022, the date
  it is now 9/15/2022 over 2 months. This is a prime example of ADT non responsiveness to customers concern. ADT knows what is needed to resolve this issue. As I have stated many times, ADT needs to give me a date when they will come out and remove all of the equipment they put in this house. There is no way I will do business with ADT, they have a NO customer service approach as they are demonstrating in this case. My request is that this equipment ADT installed be removed immediately, All contact with ADT be ended. No more stalling by ADT. Of note please note  that in both states ******* and *******, ********** ************************* has taken this case and will take action against ADT in my behalf. I will not be Bullied by a giant like(ADT). No one should be forced to wait over 2 months to get ADT to respond and resolve a customer issue like mine. 
  
  Sincerely,
  
  *************************
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/27/2022

  The customer is out of 3 day Right of Rescission to have equipment removed. The customer will require service to address his issues.

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 17620756
  
  I am rejecting this response because: You send me the same 3 day of rescission on comment. You don't send a 3 day of recession after you have been impossible to get in contact for 90 days. Please **** my complete rejection in full in your return comments  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/18/2022

  The 3 Day Right of Rescission begins when the contract is signed & the equipment is installed. Our **************** has addressed the customer's complaint & considers this case closed. 

   

• Initial Complaint

  Date:07/31/2022

  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.

  I been with ADT since 2014. Trying to contact ADT customer service has been extremely difficult! Every time I called, the waiting time to talk to a representative is over an hour or I get disconnected after waiting ***** minutes!My ADT service is currently offline. I believe has something to do with the 5G antenna and/or system. Since ADT update this service last year, I been offline and experiencing several issues with the system!Please have ADT repair the issue and have my system back online, or just disconnect the service and refund me for all the months I been without uninterrupted service!My ADT account number is *********

  

  Business Response

  Date: 09/04/2022

  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.

  ADT has opened a service call to address issues.

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17649442
  
  I am rejecting this response because:

   

  I'm still waiting for a technician to visit the premises and fix the issue
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/09/2022

  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 confirmed that service was completed & the issue resolved. 

  Customer Answer

  Date: 10/12/2022

   
  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:07/31/2022

  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.

  I have been with ADT for a few years. We upgraded from their Pulse security system to the Command security system a while back because we wanted the *** camera system. We got locked into a contract until ****. We have made multiple service calls and had technicians out to our house because the live feed on the camera out back by our cars doesnt work. It worked fine on the Pulse system. ADT continues to blame the issue on us, telling us we shouldnt have a camera that far away. But it worked fine with the pulse system. If it wasnt going to work, they should have told us that at install. Further, every time I called to cancel in the cancellation window, I was assured they could get it working. A week or two ago when I called, the rudest agent said it was my responsibility to cancel within the cancellation window. So two techs ago, when we set up that appointment, the agent told us if they couldnt get it working, we could get out of our contract and get our money back for the equipment. So it still wasnt working and when I called, this rude agent told me that wasnt the case. When I asked why I was told that, he said it doesnt matter and nobody should have told me that. I asked to have the call recording pulled because I WAS told that and he basically said its my word against his and he will only pull the recording under legal order. I keep emailing ADT Always There and they keep telling me someone will email me back but nobody ever does. To top it all off, whatever settings the tech changed last time are now putting me over my recording quota before the end of the month which has NEVER happened before so the *** is worthless. I am SO unhappy with ADT. I want out of the contract like the agent told me, I want my money back for the equipment like the agent told me. ADT does nothing but make promises to make you happy in the moment and then go back on their word later. Theyre ignoring all me emails, telling me theyll contact me and they dont.

  

  Business Response

  Date: 09/04/2022

  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 account has been approved for a downgrade, to remove cameras & camera equipment. The burglar alarm portion of contract will stand.

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17649374
  
  I am rejecting this response because:

  This is not what I was told by the agent on the call. Additionally, I am only stuck in such a long contract because of the camera equipment that isnt even working and ADT hasnt been able to make functional. I would not have extended the contract through **** had it not been for the addition of the **** new cameras, and upgrade to ADT Command system. This is not acceptable.

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

  

  Business Response

  Date: 10/17/2022

  ADT stands by its decision. 

• Initial Complaint

  Date:07/31/2022

  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.

  1 June I contacted ADT regarding a request for a refund. They charged me for a cancellation I didnt request. I was told by ADT that it was an error and so they would fix it. On 2 June I attempted to log into my account to check on my home in Georgia. I called them and was told they disconnected the service in Georgia and ********** even they were told not to. 3 June I called upset and asked why was my service disconnected and I was told it was an error. They set me up an appointment to have someone come out. I was given a discount and was told they would only change my contact to reflect one year and after that my contract would be up. My ADT system still doesnt work properly. Someone was able to walk up to my front door and steal the package off my doorstep. No motion detector came on and no alerts where sent to the phone to let me know an intruder was on my property. Called ADT again and I was informed that they added on two more years. I explained since the phone calls are recorded go back and listen to what the guy said. ADT never has a direct answer and they shift your call to multiple people and neither representative ever has the correct information. Been with them for 13 years and the service continues to get worse with no real resolution. They are trying to hold me to a contract because of their error not mine.

  

  Business Response

  Date: 09/04/2022

  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.

  Upon review of the account, the customer is not under contract.