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
- 10,783 total complaints in the last 3 years.
- 3,475 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:07/28/2022
Type: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 told by their customer service representative that because I was unable to reset my my cameras and panel do the fact **** wanted me to change my router. I told the representative that and she told that it was not going to cost me anything for tech to come out and things had change said he was charging me and every minute that he was their he was charging me. I told what representative told bc it needed be fixed and told I going to report it he going send. Bill bc I am not paying for something that they told me I didn't have to pay for. He charge me $233 and I shouldn't have to pay for him come and reset everything when I was told that there was no charge. I ADT should honor what representative said ******** told in depth what was going on she let know again I will not be responsible for the bill. They refuse to honor that. As well I had called the billing department and she told I wasn't being billed for it as well and put in the notes saying I shouldn't be charged for any fees. ADT needs sto honor that remove that charge. I only owe them the monthly payments and that it. And that's all I am paying. That sad they don't honor what they say or their representatives.
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 issued a hardship credit on the account, in the amount of $156.68.
Initial Complaint
Date:07/28/2022
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.
Unethical billing. Since November 2021 they have changed my account number, they cannot tell me why, then send my email and mail late notices. I did have to tell them not to call me. It gets resolved then happens again. At one point, they told me the problem was with my bank but when my bank planned to open an investigation, then the found the $400 they said I owed. The even reduced my monthly bill for the two properties to $99 monthly and with that, in good faith, I said I wouldnt cancel but it remains an issue. Ive sent an email to their cancellation **** in June no response, Ive tried to call multiple times but the hold times were 30+ minutes. I tried the chat but one day I held for 20 then got a message I had to call during normal business hours. I installed an alarm with. New company in June but still getting over due noticesCustomer Answer
Date: 08/08/2022
Just an fyi I am still getting late notices from adt I got one todayBusiness 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 account is closed, with a zero balance.
Customer Answer
Date: 09/09/2022
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,
*************************Customer Answer
Date: 10/11/2022
I previously filed a complaint against ADT security for billing issues and inability to cancel services which BBB got resolved. I am once again getting emails from ADT stating my bill is due. No further contact by the businessBusiness Response
Date: 11/09/2022
ADT has confirmed that the customer's account is closed & a zero balance is on the account.Customer Answer
Date: 11/09/2022
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:07/28/2022
Type: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.
From 2/2019 to present. Service tech from day one who was rude, kept grabbing my wives phone ************** and verbally nasty to her. Multiple equipment issues. Refusing to cancel service when contract was up.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 was not made aware of any issues with the day one technician, based on our review of the account.
We have waived the remaining balance.
Initial Complaint
Date:07/28/2022
Type: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 did an install about a week ago and installed the wrong outdoor cameras that only record 30 sec clips, I was told on the phone when I first was thinking about using ADT that the cameras they would be installing would be able to record 24/7 and not just 30 sec clips. They also stated the contract would be for 3 years but when I called and checked they now say it is for 5 years. The system was installed while I was not there for some reason and only my 17 year old son was there. I have tried to call ADT customer service to get this situation resolved but after 3 hours of being transferred to different departments, including customer loyalty, I have been told it was the sales departments fault and they would have to resolve it and the sales department says customer loyalty needs to address the issue. So basically ADT just hopes to keep transferring me to different departments and shifting blame in hopes that I will just get tired and give up so they don't have to correct their problem. If these issues are not corrected I will be using the ADT 6-Month Money-Back Guarantee because they cant resolve my system concerns.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.We swapped the OC845 cameras for ****** cameras and waived the $9 difference. We also waived the cost to upgrade to Nest Aware Plus for 24/7 recording. Customer understands that we cannot change contract or loan length. He is displeased with that, but is aware.
Customer Answer
Date: 09/03/2022
Complaint: 17637989
I am rejecting this response because:
The outdoor cameras are still having issues even after talking to the tier 2 technician (he blames Googles firmware). And Im still not exactly sure as to why ADT refuses to do the 3 year service contact as I was told several times before the install and also told they could adjust it to the 3 years after I called and informed them that it should had been 3 and not 5 years.
Sincerely,
*************************Business Response
Date: 10/09/2022
Service to address issues is scheduled for 10/18.
As stated, the contract terms cannot be adjusted.
Customer Answer
Date: 10/11/2022
Complaint: 17637989
I am rejecting this response because:
I was told the contact would be for 3 years and they changed it to 5 years without my knowledge and then I was told they would change it back to 3 years via phone and email and they never did.
Sincerely,
*************************Customer Answer
Date: 10/12/2022
Attached is the email from ADT *************************** that states that the service contact would be for 36 months but she/ADT now refuses to make it for 36 months as I was told.Business Response
Date: 10/12/2022
Upon review of the full e-mail chain, ************** was advised that the Corporate representative was unable to change the contract terms; as the contract terms are to match the customer's loan length.
We do apologize, but we are unable to adjust the contract terms.
Initial Complaint
Date:07/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been trying to discontinue our ADT service for 3 days! We have fulfilled our contract over 3 years ago and no longer wish to continue service. I have held on line and been promised call backs to no avail. I have chatted with their virtual and live agents and been cut off. I have had an agent actually hang up when I mentioned stopping service. HELP!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 cancelled.
Initial Complaint
Date:07/28/2022
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 issues with the service. I called in back in June 2022 and talked to a rep and had a service call setup and they also lowered my monthly bill from $52.99 down to $24.99 for the rest of my contract. I was informed at that time it would not take affect until my Aug 16 bill due to the July bill was already out. On July 27 I looked at my Aug 16 bill online and it was $77.73. I called in and was sent to 3 different reps and the last on said even though that he can see that a rep in June lowered my bill to $24.99 that it wasn't correct and that they would not honor that commitment. I was told he would credit me this month but from Sept forward I would need to pay the other amount.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 issued a credit for $77.73.
Customer Answer
Date: 08/30/2022
Complaint: 17636349
I am rejecting this response because: this credit was made before the complaint. They are not sticking to the $24.99 billing that was promised by their representative in June. They said the July payment would be the full bill because it was already sent and that August would be the $24.99 which was actually over $77.00 which is higher than its ever been so the credit was just to issue the over billing. They are still not sticking to the agreement made in June.
Sincerely,
*******************Business Response
Date: 10/04/2022
ADT has confirmed that the rate has been reduced to $24.99. A billing adjustment has been applied to the account as well.Customer Answer
Date: 10/05/2022
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 as long as the price of $24.99 is honored for the rest of my contract as promised to me in June of 2022.
Sincerely,
*******************Initial Complaint
Date:07/28/2022
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 25, 2022 I called ADT to come out and fix the following issues:- Key pad downstairs not working - Sensors backwards (Open window in bed room, key pad show window open in bathroom)- The garage doors no longer open using wireless on cell phone - Test system and system never complete test ADT came out earlier this year and upgraded my system (New system installed). I called on July 28, 2022 to confirm my apt on August 1, 2022. After taking to the ADT rep, she said I will be charged $59 dollars for ADT to come out. Unacceptable, I just had the system put in and I also pay extra (insurance) for them to come out and fix any problems I may have with the system (without being charged), warranty work, period.I want ADT to get out here and fix all these problems ASAP. Im not pay them monthly to have a system not working properly.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 is proud to offer convenient virtual service resolutions to all customers. If an on-site assessment by an ADT technician is performed at the customers premises, ADT will implement an on-site assessment charge of $59 for those customers with a quality service plan. ADT has the right to change the on-site assessment rate at any time by posting updated and current on-site assessment rates at MyADT.com.
As a gesture of goodwill, we issued a credit for $59.
Customer Answer
Date: 08/30/2022
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:07/27/2022
Type: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 an ADT customer since 2010. ********************** is transitioning from a landline based system to a cellular/wireless system. At their suggestion, they sent a technician to my home to "upgrade" my system to the new cellular/wireless system but the tech was unable to get the "upgraded" system working so they uninstalled the cellular/wireless system and returned my system to a landline based system. I later called ADT to have them swap some door sensors as I replaced a glass sliding door. The ADT representative told me that there would be a $100 charge for that service and that she would send a contract for me to sign in order to schedule that appointment. Unbeknownst to me, the contract that they sent for the $100 fee also included in one of the ten pages, a never discussed or approved extension of a contract for 24 months. Today, when I called to terminate our 12 year ************************************* slipped in contract renewal as our landline is being disconnected rendering their system unusable, ADT claimed that in order to terminate the contract, I would owe $1100 (75% of the contract balance) in order to exit a contract period that was never verbally disclosed, discussed or approved. When I told them that I had never spoken with anyone about entering a new contractual arrangement and that their own tech could not get our system to operate on a non-landline basis, their response was essentially "too bad". The "too bad" response came after two phone calls totaling four hours of hold time where I was passed for one person to another person to another person and finally disconnected when I was transferred to the fourth person that might be able to assist me.ADT insists on charging me $1100 for the "privilege" of disconnecting a system that they cannot upgrade to a cellular/wireless based system regardless of the fact that I will no longer have a landline and they cannot make the system work otherwise. SHAME ON ADT!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.We have confirmed that the customer's issue is resolved.
Initial Complaint
Date:07/27/2022
Type: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 accounting representative need training on the buyout process. On April 22, 2022, I call to ask about the buyout and was told the amount would be ****. The next time on May 19, 2022, I call to talk to a representative to ask about the my buyout total. This time I was informed the total would be *******. On July 7, 2022, the total went to *******. Then I was told the total was ******* on July 22, 2022 after I saw ****** charged to my credit card. Like I stated early there need to training on the buyout process.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.We apologize for any misinformation or estimated quotes provided. The balance is valid. As a gesture of goodwill, we issued a credit for $200.00 off.
Initial Complaint
Date:07/27/2022
Type: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 spent hours attempting to cancel my account and being completely ignored, or put on hold on an endless loop. I called and told a woman I had waited forever on the line and just wanted her to help then she put me back on the loop. I did a message box with a live person and when telling them that I wanted to cancel, they then ended the conversation. I have spoken to many people and each time its to cancel, they send me waiting to another line. They do not have an option for o line cancelling.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.Cancellation requests are required to be processed by our ****************************** As a gesture of goodwill, we have closed the account.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.