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

  
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  ADT Security Services

  5001 Howerton Way Ste A Bowie, MD 20715-4459

  
• 

  ADT Security Services, Inc.

  6000 NW 2nd St Ste 1000 Oklahoma City, OK 73127-6532

  
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  ADT Security Services

  125 Clearbrook Road Elmsford, NY 10523-1101

  
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  ADT Security Systems

  150 N Patrick Blvd Ste 100 Brookfield, WI 53045-5892

  

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:07/30/2022

  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.

  I became an ADT customer in 2014. In 2021, I added a doorbell camera to my system. I paid over $150 for the camera, and over $300 for the installation. At NO time was I ever informed that I would be required to sign a new 3 year contract. The installation specialist came to my home, e-mailed me paperwork to sign in order to do the work. I approved a digital signature while he waited, and then he installed it. This month (July 28, 2022) I sold my house, and cancelled ADT. The agent who helped me thanked me for being a customer and that was it. Then I received a bill for $1495, and that was the first I heard that I was under another contract. I asked them what what the justification for this, and asked to be released from the contract. I spent hours on the phone talking to the account management department, the billing department, and the sales department, and asked multiple times to speak to a supervisor. No one was able or willing to transfer me to such a person, nor able to resolve the issue. I contacted the customer complaint department via e-mail, and they offered to reduce it by 20%, leaving me owing still well over $1000. I find this to be a deceptive business practice which has absolutely no financial justification. I have no other recourse except to seek outside help, since I cannot reach any one in the company who can resolve the issue for me.

  

  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.

  As a gesture of goodwill, ADT applied a discount of $495 towards the contract termination charges incurred.

  Customer Answer

  Date: 09/07/2022

   
  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:07/30/2022

  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.

  The owner of the account is deceased, and ADT was informed that the owner of the account was deceased demanded payment, I paid and despite me asking them to close the account of the deceased they continue to charge the account.

  

  Business Response

  Date: 08/28/2022

  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 the account is closed. 

• Initial Complaint

  Date:07/30/2022

  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 had multiple techs from adt come to my home to fix an ongoing issue with my system and have spent countless hours on hold to get said issue fixed and it works for a day or two then it's back down. I have finally had enough and requested to use their six-month guarantee and was told that there's a lot of grey area to which is approved for a refund. I am a military disabled veteran that is on a limited budget and if they can't get the system that I've had for three months and maybe two three weeks the system worked up and running I feel like that is more than enough reason to approve my request. I'm still within the six months that I've had it and I'm sure, not happy. Then the salesman literally calls me extremely ****** off to ask my I'm canceling and agrees with me that yeah their system isn't so good and that their wait time is pretty ridiculous and he doesn't blame me. So now I called to cancel and have a bill for **** and they keep charging my card anywhere from 1600-1890 a day since august 14th. This is beyond crazy to me because I've deleted all my payment information from their system.? I'd just like some help with getting my money and them to leave me alone so I can finally go to a company that values their customers and the system will work for more than three weeks tops! Thank you! ***

  

  Business Response

  Date: 09/09/2022

  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.

  Money-back guarantee only applies after ADT has made service call attempts (3) to resolve a system-related issue and has not been able to resolve that issue within the first six (6) months of your contract. Equipment must be fully removed before a refund will be processed. Conditions preventing normal system operation cannot be caused by the customer.

  The customer does not meet the requirements. The balance is valid.

  Customer Answer

  Date: 09/09/2022

   
  Complaint: 17646007
  
  I am rejecting this response because:
  The issue was caused by the system losing connection, which was not caused by me or our household. Each time it lost connection, the whole system would need to be reconnected. Every time this would take a large amount of time and most of the cameras, or the whole system itself, would not reconnect; even after attempting to get get assistance from your customer support. I will also mention that your own customer support stated the hold times and their ability to resolve the issue were lackluster.
  Additionally there were service call attempts. Some were scheduled weeks out and when the tech would arrive, the issue would only be resolved until the system lost connection again.
  Lastly, we asked to return the equipment but your customer service team declined that request. 

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

  

  Business Response

  Date: 10/09/2022

  ADT stands by its decision.

  The customer did not meet the 3 service call requirement prior to cancellation. The customer was advised at time of cancellation that another service call was required. The customer declined & proceeded with the cancellation; therefore, making the charges valid.

   

   

• Initial Complaint

  Date:07/29/2022

  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 a customer with ********************** for almost 12 years. My account #is ********. I have upgraded my system twice over the years. After the last upgrade they required us to use 2 different apps to see our cameras installed around our home, inside and out. I constantly had problems accessing the cameras on a 3rd party app. I haven't had access to view 5 of the 8 cameras on my system. I still paid and got nowhere with my complaints. I am now moving, sold my home, getting divorced after 24 yrs of marriage. After several phone calls, using several different #s found online, I finally was able to start the cancelation process. I am then told I have to pay for an additional 30 days of monitoring. Yet MORE service I will not get and have to pay for? That is ridiculous! So they told me the only way to waive that fee is to transfer my service to a new home. What?! Not happening. I have been on the line waiting for over an hour! Waiting on hold for their loyalty specialist to see if they will waive the charge since I am moving out of the home TODAY. For a big company to give such poor service is disappointing to say the least. I will never do business with this company again and warning anyone I know to do the same.

  

  Business Response

  Date: 09/09/2022

  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 the customer's account is closed. 

• Initial Complaint

  Date:07/29/2022

  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 sold ADT security monitoring services and was told there was a six month money back guarantee. I am within six months and called to cancel the services and was told I could only cancel if I have an issue with the system and three cerified technicians have come out to attempt to fix the issue. This was false advertising. They say it is in my contract and take no accountability for having sold me the system and monitoring under the false assumption that I could cancel within six months with no penalty. I have called on multiple occasions in an attempt to schedule someone to pick up their equipment 7/22, 7/23 and was finally able to speak to a person today after an hour and ten minute wait time of holding who informed me if they schedule someone to come pick up the equipment they will charge 75% of the remaining services costs for $4,000. I was not told there were conditions of the money back guarantee. I was not provided the contract until after the technician had installed the monitoring services in my home and he asked that I sign that he had completed the install and handed me the contract.

  

  Business Response

  Date: 09/09/2022

  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.

  Money-back guarantee only applies after ADT has made service call attempts (3) to resolve a system-related issue and has not been able to resolve that issue within the first six (6) months of your contract. Equipment must be fully removed before a refund will be processed. Conditions preventing normal system operation cannot be caused by the customer.

  The customer has no service call history. **************** has accepted a rate reduction. 

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 17644441
  
  I am rejecting this response because: I was not told of any conditions about having service issues when I was sold the service. I was told I had six months with a money back guarantee. It is illegal to market a promotion like that and then put conditions of service issues into that guarantee without informing the customer. I would be happy to return your equipment, in fact I have called multiple times in attempts to do so. I want the contract cancelled and to return the equipment without penalty as that is what I was sold when I called about getting the service. 
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 10/12/2022

  I signed up for ADT security services and was told I had a 6 month money back guarantee. I called within the 6 month time frame and was told they would not honor the 6 month money back guarantee. I have called on multiple occasions, the wait times are between 45 minutes to 2+ hours, only the billing department has the option of a callback. I requested to remove my card on file while waiting for a dispute response from the company, which since July/August still has not been resolved on September 5th. As of today the card is still on file and still being billed. I was finally able to cancel the services today after hours on the phone. I want the service cancelation fees waived. I attempted to return the equipment but was informed they dont send techs out to get the equipment any longer.   Refund

  

  Business Response

  Date: 11/09/2022

  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.

  Money-back guarantee only applies after ADT has made service call attempts (3) to resolve a system-related issue and has not been able to resolve that issue within the first six (6) months of your contract. Equipment must be fully removed before a refund will be processed. Conditions preventing normal system operation cannot be caused by the customer.

  The customer's account does not qualify & the balances are valid.

  
  

• Initial Complaint

  Date:07/29/2022

  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.

  I have tried calling ADT a number of times to cancel service. I have tried weekends and weekdays at various times a day and am on hold for a min of 30 min. I am using the automated phone system to select I am a current customer looking to cancel. (I have been a customer for 10 years). As soon as the phone connects after the long hold then it hangs up. There is no other method to contact the company to cancel. I have tried reaching out on both ******** by commenting and Instagram in direct message. How can they keep deducting money when I no longer want their service yet offer no way for me to cancel!

  

  Business Response

  Date: 09/09/2022

  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 upgraded ********************** to our newer Command system. 

• Initial Complaint

  Date:07/29/2022

  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 initiated a call to ADT on May 18 simply inquiring about their security services I wasnt even completely sure that I needed a security service however I was going through a divorce in which I considered getting a PPO. The salesman basically sold me their service based on the idea that within the first six months if I wanted to cancel for any reason I could break their contract without any repercussions or owing them anymore on the contract. Otherwise I wouldve never signed up for their service when I called today to cancel the service first talking to ***** and then the call was escalated to someone named ************ was told that if I broke the contract I would owe them $2000. This is not what I was initially told by their sales representative I believe they should honour what I was initially promised they also say they record all their phone calls I told them to go back and listen to what I was promised. I feel what their sales person represented is what I am owed.

  

  Business Response

  Date: 08/28/2022

  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.

  Money-back guarantee only applies after ADT has made attempts (3) to resolve a system-related issue and has not been able to resolve that issue within the first six (6) months of your contract. Equipment must be fully removed before a refund will be processed. Conditions preventing normal system operation cannot be caused by the customer.

• Initial Complaint

  Date:07/29/2022

  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've tried numerous times to cancel my ADT monitoring service. Each time, when I finally get a person, they send me to the ************************** Once I'm there, I'm put on infinite hold. I've waited a total of 3 hours listening to the irritating little repetitive piano tune. Unfortunately, I'm on an automatic payment plan that I can't cancel unless I change my credit card number. Then I'd have to notify six other automatic payees. I'm trapped and very angry!!!!

  

  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.

  We have cancelled the customer's account effective 07/28. A final statement will be mailed.

  Customer Answer

  Date: 09/12/2022

   
  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:07/29/2022

  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.

  ADT has shown that it is nothing more than a scam. Even employees whom *** spoken to have stated that this company is a scam and will squeeze every last dime out they can. We had moved across state lines and wanted to transfer our system over. Even though our devices were less than a year old ADT stated that new devices needed to be purchased. This includes panels, cameras, doorbell, etc. I couldnt understand why and thats when it was explained that I have to remove all the equipment myself AND I have to purchase new equipment. I still have no idea why ADT would make their customers uninstall all the equipment and then buy more equipment. Due to the frustration i decided to back out of having ADT because it was such a shut show trying to get someone to explain why. The original equipment was faulty at best. The doorbell didnt work properly and rarely notified me if someone was at the door and the side camera would go off constantly telling me theres a car in the driveway when there wasnt. Trying to get out of the contract and trying to speak to someone about it was absolutely a nightmare. You will get bounced back and forth between departments saying that they dont handle it. ADT will give you crappy equipment, charge you to install it, lock you in a ridiculous contract, make you uninstall it, make you buy more equipment or sign a different contract. I literally cannot believe that this company is still in business. Someone needs to show that ADT is a scam and they cheat people out of money.

  

  Business Response

  Date: 08/29/2022

  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 balance was valid.

  The only service call the customer requested from ********************** to address system issues was cancelled by the customer. 

• Initial Complaint

  Date:07/29/2022

  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 had ADT at my previous address with a 3 year contract. After a year, we moved, I was told i could move services. Well, when we "moved" services I had to pay $200, which doesn't make sense if I am moving services. In addition, instead of continuing my contract, the rep made me sign a new contract for 3 years, without even telling me it would be for 3 years. Furthermore, I had system for 3 month before i started having issues, it has a month of issues now and i am still being charged for the system that barely works and my contract is 3 year long. I need to have this contract only at 2 years not 3 I need a refund for the unreasonable 200 I need a refund for the month that my system is down

  

  Business Response

  Date: 08/29/2022

  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's does not transfer equipment or contracts from one location to the next. Our relocation policy states the customer is provided credit towards their next location's equipment purchase (based on tenure) and a new 36 month agreement is required. The customer received a discount credit of $696.52 off the equipment for the ****** location. The 36 month contract was signed via e-mail address: **************************

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17641023
  
  I am rejecting this response because: the business stated the same thing they told me on the phone. They did not address the poor customer service and the fact that I was not informed of any of their practices. 
  In addition the equipment installed failed and I had to call the technician to come out and fix it within a few weeks after installation.

  At the time I signed the initial

  contract I was not made aware that if I need to relocate I would have to start over the contract 

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