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.

close

Find a Location

ADT Security Services has 245 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  ADT Security Services

  1501 Yamato Rd Boca Raton, FL 33431-4438

  
• 

  ADT Security Services

  6931 Vista Pkwy N Ste 16 West Palm Beach, FL 33411-2720

  
• 

  ADT Security Services

  2801 Gateway Dr Pompano Beach, FL 33069-4324

  
• 

  ADT Security Services

  125 Av. Eleonor Roosevelt San Juan, PR 00918-3106

  
• 

  ADT Security Services, Inc.

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

  

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: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.