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, Inc.

  5511 Ekwill St Goleta, CA 93111-2361

  
• 

  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:07/26/2022

  Type:Product 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.

  ADT Security took over a portion of Akerman Security customers. I sent my last payment to ******** with the ******** invoice. ADT sent me a letter saying I did not pay. I sent ADT a copy of my cancelled check. They finally sent me an email saying the payment was transferred from ******** to ADT after refusing to admit I made the payment. I have requested to cancel my account with ADT without penalty 3 times but have not received a response. I subscribed with ******** and not ADT. I do not like the way they do business especially their attitude.

  

  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 has confirmed that the account has been closed. 

  Customer Answer

  Date: 08/29/2022

   
  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.
  They have allowed me to cancel my account with no penalty has requested.
   
  ***********************

• Initial Complaint

  Date:07/26/2022

  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 had an account with ADT in *********, ** and when I agreed to relocate my services to *****, ******** they verbally expressed that all pending monthly payments of services at my ******** address would be waived (even the ones with installments pending) in order for us to continue the service with them.Now they are telling me that two charges: one of $32,95 with 16 months left which accounts for $527 dollars and another one for **** with 42 months left which accounts for $177.62 dollars will need to be paid.This was completely misleading and we would have chosen other alarm system services if they would not have lied to us.My account number with ********************** is *********. I already spoke with three representatives and a manager and they just basically told me there was nothing else to do but to file a complaint with ADT (which does not have any easily available contact number for that)I continue with my ADT service in my new home, but we were lied to by relocation services . We want the $527 and $177.62 we were promised to be erased from our accounts

  

  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.

  The monthly amounts are valid. When a customer relocates, the only balance that is eligible for waiver is the contract termination charges incurred (if they continue service with ADT). Financed equipment charges are not eligible for waiver & are either required to be paid in full or are carried over to the new location. 

• Initial Complaint

  Date:07/26/2022

  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 attempted to cancel my account last year in July (2021) because the representative I spoke with told me I was ineligible to transfer my services or equipment. Over the next three months until Nov (2021), and after speaking with several different levels of customer support, I was informed I cannot cancel my account due to still having a year left on my contract so they would work with me to get sensors installed and a panel at my new address, and I would be able to cancel at the end of the contract. Apparently, immediately after telling me this on the phone (in roughly early December prior to installation of sensors) they cancelled my previous account and started a brand new contract at the new address. Even though this is typical for ADT standard operating procedures, I was guaranteed my contract end date would not change. Today is approximately one year after I called to cancel my account (that only had one year left), so I called ADT to put in my cancellation notice only to be informed they added 3 more years to my contract after promising that would not be the case. ADT claims to record phone calls; however, every time I ask them to pull phone calls and listen to them they deflect and transfer me to another department. I have just been trying to cancel my account but now its been over a year, the system they installed was their cheapest option system (in comparison to the top of the line system I used at my previous address) and has not worked in my house since installation. This system was recommended by the representative at corporate literally just to get me to my contract end date and now I am paying for services I cannot use and they refuse to honor our original agreement.

  

  Business Response

  Date: 09/15/2022

  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 contracts do not transfer from one location to the next. When a customer relocates, a new 36 month agreement is signed.

  The contract terms are valid. 

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 17625813
  
  I am rejecting this response because:
  I never agreed to a new agreement and if the phone calls are listened to I asked to cancel my previous contract due to moving. If that were the case it should have been explained that way but it never was. I was told they could not cancel my old contract so they would extend it to the new address. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/17/2022

  Our contracts do not transfer from one location to the next.

  We do have a signed contract on file for the Buttonwood location; which expires 12/07/2024.

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 17625813
  
  I am rejecting this response because:
  If you listen to phone calls associated with the new contract that is not what was described to me by managers of your company based out of the ***** office. Please find and review phone call conversations and you will find all the evidence you require to see I was informed differently and deceived into signing and entirely new contract.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/26/2022

  Type:Sales and Advertising 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 ADT for the last couple years and they have been great. I moved in December of 2020 and called to get my service transferred to a new address. ADT enrolled me into ADT Blue against my KNOWLEDGE, some sort of DIY system that I would have to set up myself. I did not agree to this and was very surprised to receive a kit in the mail with a bunch of parts. This is not the type of ADT system I had before and would've not agreed to this, and was expecting a technician to come to my home to install the system like they had previously. I have called multiple times to try and get this resolved and they threaten me with a $1000 early cancellation fee, for something I didn't even agree to or sign up for!!I'm perplexed at how unprofessional and unwilling to help they are. I have been paying roughly $48 a month for the last 2 years for a service I didn't sign up for, with no resolution to this DAY, despite the many phone calls and emails. I loved my regular ADT system, but this has been an absolute nightmare.

  

  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.

   

  Customer Answer

  Date: 08/29/2022

   
  Complaint: 17625539
  
  I am rejecting this response because: the business offered no resolution whatsoever. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/01/2022

  We called and left the customer a voicemail. We also sent the customer an email. So far there has been no response from the customer.

• Initial Complaint

  Date:07/25/2022

  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.

  ADT recently acquired Akerman security and it's customer accounts and I was affected by this change this month. Unfortunately I did have a contract with ******** dated on 2/22/2022 however I was unaware of this company reaching a sale agreement with ADT. I was a former customer of ********************** approximately 10 years ago. I was not satisfied with it's service, price hikes and unprofessionalism displayed by the security provider and I no longer did business with the provider. As an ******* customer for over 6 years now, I appreciated it's low monthly cost and not concerned of any increase on my monthly bill. I did not receive any notification that this transition was occuring between Akerman and ADT. I noticed a transaction withdrawal from my account stated ADT with the same amount that is normally billed by *******. I figured this to be an accident in reference to the withdrawal merchant and did not think much of it, however I received an email from ADT which I am grateful to check my spam inbox prior to deleting my spam mail dated back on July 9th that this transition has occurred and there will be no immediate changes to my current bill. From my understanding is there will not be any immediate changes however change is inevitably coming and of course it's not to lower my bill but to increase monthly cost. I know it's been a little over 2 weeks since this email was sent to me but I am trying to get resolution. I still have over 31 months with this contract with a merchant I did not agree to have as my carrier and they want to charge me 75 percent of my bill over a 31 month period costing approx $870. ******* was not transparent with it's clientele prior to selling their accounts to ADT nor is ADT not honoring the original contractual agreement and when prices increase with ADT it's never subtle it's always a major increase to the monthly bill which is why I decided not to continue business with them years ago. If I had known this was going to occur I would have not renewed.

  

  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.

  The contract termination charges are valid. ******** has provided ********************** with a copy of his contract. 

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17623616
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/25/2022

  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.

  On July 18 I called ADT and requested they send me two replacement batteries for my security panels. I pointed out that I have two different panels, each with a different type of battery. The agent with whom I spoke took my order and said ADT would send me one of each type of battery. When I received my order, I noticed that instead of sending me two types of batteries they sent me two of one type of battery. I then tried to replace the battery in the panel that had the type of battery that I received two of, and realized that one of the new batteries was actually dead, and one worked. So I called ADT to tell them what I had received and to request I receive the second type of battery. I also requested to be able to send back both my old battery which no longer works, and the dead new battery and receive a second new battery. I said I was willing to pay for it, because I would like to have an extra battery on hand. The agent said that was fine, and said I could send both of those batteries back to them, stipulating that I would not receive any refund nor any new battery until they received my old battery and the dead new battery. When I hung up I realized after checking the box the batteries came in that there was no return information in the box. I then called ADT back and sat online for over two hours and when an agent finally picked up the phone I was told I was talking to the wrong department and needed to go back on hold again. I am furious at how bad their customer service is. There is no live agent chat available, and no customer service email address. I have been a good and paying customer for over two years now with ********************** and I cant believe their service is so poor. I want someone from ADT to contact me and tell me the address to which I should return the bad battery and a dead new battery, and what other information I should include in the box with the batteries. Thats all I want.

  

  Business Response

  Date: 09/15/2022

  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 a replacement battery was sent. We serviced the home on 08/23.

• Initial Complaint

  Date:07/25/2022

  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 have tried to cancel this service since December 2021. I have called, emailed, andwritten official letters, yet this company still harrasses me about passed due payments and turning off services. I changed card info to stop them from automatically charging me, since they have refused to cancel the account. Every time I have called they have stated there is no note on the account. I want this account closed, I no longer want to use ADT services, their company is full of liars and thieves.

  

  Business Response

  Date: 09/15/2022

  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 has been closed & the final balance waived. 

  Customer Answer

  Date: 09/15/2022

   
  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:07/25/2022

  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 been an ADT customer for over three years several months ago I had my control panel updated and a video doorbell installed. I notice there was a delay as when anyone came to my door and when the system notified me. I never had the change to respond. The system is to slow. I have ordered a new system from a different company. I called to cancel my contract with ADT and was inform I would have to pay $1100.00 to do so. When I sign the paper I did not know I was signing for another three years, I paid for all the equipment up front. I own them nothing, they will be charging me for a service they are no longer providing. They should have made this plain to me. How is this fair.

  

  Business Response

  Date: 09/01/2022

  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, after the system upgrade in November, the customer has no service call visits to address alleged issues with the alarm. Therefore, ADT was not given the opportunity to resolve any complaints. The customer is well outside of both the 3 Day Right to Rescind period & our 6 Month Money Back Clause (which requires service call visits) and is ineligible to be released from contract. The contract termination charges are valid. 

• Initial Complaint

  Date:07/25/2022

  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 signed an agreement with ADT blue on 5-12-21. within the first month we had issues with the equipment. I called in a few times to try to get it fixed and we ended up fixing it on 6-3-21. April of 2022 we start having issues again and they were not getting resolved. I told ADT I was not going to pay until they get fixed. On 7-15-22 ADT calls me and tell me I am past due $150. I told them that my cameras do not work and I had to constantly charge them and I wasnt going to pay for a service that wasnt working. they told me that they would send me 2 solar light and cover my past due of $150 if I resign a 3 year contract on 7-15-22 and I did. that night I decided I do not want a 3 year contract with them. equipment and service is been horrible. I read my contract and it states I have 3 full business days to cancel this contract and doing so I am under no penalty. I called ADT on 7-16-22 and was on hold for 36min just to be told they were closed. I called back on 7-18-22 and was able to speak to speak with someone and they told me they would look into it because they covered my past due balance if I resigned. I told them that I would pay my past due balance of $150 but want to cancel this 3 year contract which I have the right to do so. it clearly states that in my agreement. They told me that they would call me back in 24 hours to handle this. On 7-19-22 never got a call. on 7-20-22 I called back, this was my last day I had to cancel with no penalty. first time I called I was on hold for 19min and the call dropped. Called again and was on the phone for 2h and 11min. Was told if I cancel I would owe ******. I told them that in the contract I signed it states if I cancel within 3 days I would not owe anything. They said that if I cancel this contract then I get put back into my first contract I signed on 5-12-21. I told them nowhere in the contract does it state that and that I would pay my $150 and send back all my equipment. I want to be done with ADT

  

  Business Response

  Date: 08/25/2022

  As we discussed, you started with us on 05/12/2021 under a 36 month agreement. You already completed 13 months with us, you have 23 months left. Your current bill is $50.19 (including taxes):
  
  
  - $19.99 for professional monitoring
  - $22.83 leasing fee for the equipment
  - $6.00 video storage fee (a fee required if you have 1 or more leased camera)
  - $1.37 for taxes
  
  
  Your early termination fee is calculated by your current monthly bill, multiplied by the remaining months you have left with us. Because you have 23 months left, your ETF is a total of $1154.37, including taxes. However, since we're reinstating your past due of $150.57, total is $1304.94. This was an offer to close down your past due for the free solar panels and a contract renewal. 

• Initial Complaint

  Date:07/25/2022

  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 am attempting to cancel my service. ADT's customer service has put me on hold twice for over 20 minutes. When they answered I was told the call would be transferred. After connecting me to another agent, I explained what I wanted and why. The agent put me on hold without saying a word.Repeated calls, holds, transfers, and waits finally got me to the supposed right person who could do the cancellation. That person said I was transferred to the wrong person and she would have to transfer me back to the queue. This transfer was supposedly necessary because I was a long-time customer.I told an agent I would just cancel payment on the account and was told they would continue to bill me for 6 months before cancelling and sending my account to collections.

  

  Business Response

  Date: 09/18/2022

  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 & a refund has been processed.