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

  18 Clinton Drive Hollis, NH 03049

  
• 

  ADT Security Services, Inc.

  5511 Ekwill St Goleta, CA 93111-2361

  

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:06/14/2025

  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.

  Since August 2024, the alarm system has not worked; (meaning all 3 keypads;two techs came out to repair and each time the system has not worked, the last request ADT required $245 to service the same problem;finally we bought a battery in May and keypads worked; ****** a **************** Supervisor asked me to verify that the system worked on 6/7/25 I checked today 6/14 as directed and to speak to a supervisor after I verified that it worked; I left the location; called at 6pm CST and was told by ******** that I had to be at the location for testing. I asked her 3 time for a supervisor and she would not transfer the call;ADT also withdrew an unauthorized payment from a checking account that we payd the bill in the past. Automatic withdrawal was not authorized on this account #*********

  

  Business Response

  Date: 06/20/2025

  We were able to speak with the customer, and she was satisfied with the resolution. 

  

  Business Response

  Date: 06/20/2025

  ADT has reviewed the customers account. We contacted the customer and was advised that she replaced the battery, and the system is now working. The customer advised she was provided a quote to schedule a service appointment. The customer was quoted a service fee because she is not billed for the monthly maintenance plan.  If the customer decides to add the maintenance plan, its an additional $7 monthly fee.  The maintenance plan doesnt cover batteries.  As a goodwill, we waived the past due balance in the amount of $344.72. We attempted to contact the customer by phone and email regarding the resolution on 06/19 and 06/20.

• Initial Complaint

  Date:06/14/2025

  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.

  My name is **** W **** and the problem started on April 30, 2025 when ***** ******* ID#****** arrived to discuss possible service with ADT. After presentation was concluded Mr. ******* (****) informed us that every and all referrals given to him by us would result in a $200.00 gift card per referral by ADT. He stated that he would handle this upon receipt of referral name. We complied with our neighbor ***** ******** (taking the subscription) as the referral and waited for approximately 3 weeks to receive the gift card promised to no avail and upon calling the company we were informed that no such referral had been made by the salesman and that we should have been informed to enter all information online ourselves which we did but now they are claiming it was done to late. We had no knowledge of any such procedure and feel that they still owe us what was first promised as we are not responsible for miscommunication on their part. I am concerned that this may be a scam they are running. Thank you for your consideration and assistance regarding this matter.Sincerely,**** W ****

  

  Business Response

  Date: 06/26/2025

  ADT has reviewed the account and reached out to the local office for help with his referral concern. The local branch manager was not able to confirm the referral was to be processed but they agreed apply the $200 credit to the account which shows it was applied today 6/26/2025. We explained the credit will go towards future invoices until it is all depleted then billing will resume. We have spoken with the customer and provided him with the information. No further action will be taken.

  Customer Answer

  Date: 06/29/2025

   
  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:06/14/2025

  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.

  Trying to pay our remaining balance on our account and cancel ********************, but I am being told that I cannot do that unless I pay this random fee because our contract is supposedly not up until 2026. We just want to cancel so we can move on, but they keep fighting us.

  

  Business Response

  Date: 06/17/2025

  ADT has reviewed *** ******** account. *** ******* is in contract until December 2026. If *** ******* were to end her service early,there would be an early termination charge of $662 as of 6/17/25. *** ******* also has $372.98 remaining on the balance of her equipment installment plan.
  
  ADT attempted to reach *** ******* on 6/16 and 6/17/25 and left voicemail on both occasions.  

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23468469
  
  I am rejecting this response because: We want to pay the installment balance, and cancel but are being charged to leave the company a ridiculous amount of money. We are relocating and wont have any reason for adt system, so we will be paying for something we aren't using. We feel we should be able to pay the balance early and be done once that balance is zero. 1.5 years left on something we wont be able to use seems a little excessive and there should be an option for people in our situation.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 06/19/2025

  Ms. ******** contract terms are valid as she agreed to keep the ADT service through 2026. If the new homeowner/tenant takes over the ADT service, the balance of contract charge can be waived. ADT is willing to discuss a possible discount as well. Callback information was left for ********** on 6/16 and 6/17. 

• Initial Complaint

  Date:06/13/2025

  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 makes you call multiple times and transfers you to many different teams when you call to cancel. Finally I got to the right place and was told that they have canceled monitoring at the house I sold that I no longer live in or own - but they keep charging me for the address i moved out of 3 months ago. i called again to complain they transfered me many times finally i was told to needed to speak to legal, and that they see the background that I called to cancel in the system but I needed to jump through more hoops to get this canceled. ******. THIS COMPANY IS RUN LIKE A SCAM

  

  Business Response

  Date: 06/26/2025

  We attempted to contact the customer twice by phone and left voicemails. We also emailed, but have not received a return response. We do apologize for any frustration or inconvenience endured with the service. After review of the account, we verified the customer did call in on 4/17/2025 and requested to cancel the service due to relocating from the address of 6 Lambs Ln. to ****************** Unit 5G. We do apologize, but the account cancellation was not submitted properly to cancel the account. The previous account address has an active equipment financing loan balance of $381.14. If the cancellation is submitted on that account, it will automatically charge the customer the remaining balance. We can surely assist the customer with cancelling that account, which will ensure any monthly monitoring fees billed from the old account address a credit adjustment is applied when the cancellation is completed. We can process the cancellation on the 6 Lambs Ln., but the customer needs to be aware that the account will automatically charge the equipment financing loan remaining balance. Once the balance is charged, we can submit the request to have the loan reinstated back to monthly payments until the balance is paid in full and refund the cost back to the payment method, if the request is approved. If the customer wants to keep the loan balance paid off that is also an option. Again we do apologize, but we want to make the customer aware of the charge before processing the cancellation so she is aware before the charge applies to the payment method. We are closing this case at this time, due to no contact made and awaiting contact back from the customer. No further action taken. 

• Initial Complaint

  Date:06/13/2025

  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.

  On April 22, 2025, I purchased a security system from ADT Security Services for $964.17. Since the installation, there have been two alarm activationsboth of which received no response from ADT. On June 12, 2025, I also discovered that my cameras were offline.I attempted to resolve the issue but was transferred between three different customer service representatives without a solution. Despite the system being relatively new, I was informed that I would need to pay $135.00 for a technician to reset the ********** overall experience with ADTs post-installation customer service has been extremely disappointing. Ive encountered a lack of professionalism, limited product knowledge, poor issue resolution, and an alarming level of unresponsivenessespecially concerning when dealing with a service meant to ensure safety.I believe ADT should take responsibility for technical issues within a reasonable time after installation and resolve them without imposing additional fees on the customer.Thank you for your time and attention to this matter.

  

  Business Response

  Date: 06/26/2025

  Upon review of the customers account, ********************** spoke to the customer and attempted to verify, but the customer took *********************** contact information, and she said she would call  back, instead. ADT also shows our technician was onsite on 6/20/2025. ADT is offering a free service call appointment to have our technician out again if the issue is unresolved.

  Customer Answer

  Date: 07/10/2025

   
  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:06/13/2025

  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 am an ADT residential contract holder. On May 27th 2025 I had a service tech visit my home to restore our ADT system to functionality. The tech explained that I would be charged $59 for a service all but no other fees. I did not see the work order on site at my home but he asked if my card information was correct. Charges in the amount of $59 and $148.16 were actually charged to my account on this date. When noticed, I immediately phoned ADT on June 12th 2025 to alert them of the error. The associate claimed to send to his manager for review and correction and that I would be called back but that call never came. On June 13th 2025 I called again and ADT claimed that the charges were accurate despite confirming that no worker exists or is signed by me for the amounts of $148.16, this was escalated to a supervisor ******* at ADT who was also unable to resolve and credit this back to my account. ********************** is refusing to acknowledge that they overcharged me and to credit my account even with all documentation stating $59 only and with zero agreement or paperwork showing $148.16.

  

  Business Response

  Date: 06/19/2025

  We reached out to the customer and apologized for any frustration or inconvenience endured with the service. After review of the account, we reviewed the recorded call from 05/21/2025, which the customer called in requesting a technician to come out to reconnect his cameras due to changes to the Internet Provider. After further review, the customer confirmed once the technician was onsite, he was only advised he would pay $59.00 and no other fees. Once the service job was completed, the customer was charged the $59.00 Trip Fee Assessment as stated in the contract terms, plus labor fees of $148.16 due to the service call was not covered under the *************** Plan. We verified when the customer was scheduled the visit, the **************** Agent did not quote the customer the potential charges for programming changes. We apologized to the customer for the error, which we are refunding the charge of $148.16 for the labor cost. We explained the refund will be returned back to the payment method within 7-10 business days. We also explained in the future, when issues are not normal wear and tear, such as programming changes, all fees will apply for the technician visit. The customer understood and is satisfied with the resolution. No further action 

  Customer Answer

  Date: 06/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I am pleased that ADT has chosen to do the right thing and stand behind what was committed by returning the funds of $148.16 which was wrongfully charged.
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  Date:06/13/2025

  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.

  ADT continued to bill my checking account even after my system broke and couldn't be fixed which their tech informed us. I called to see about a new system which too much, so I requested my account be canceled however they continued to charge my account. I spoke with Jimimi and she said ** could cancel or get a refund both not both. I was a customer of ********************** since 2009 and I think I should have been treated better.

  

  Business Response

  Date: 06/17/2025

  ADT contacted the customer to address their ******************** dispute.They stated the concern was already resolved and they were only seeking for the account to be canceled. We verified the account has been canceled and confirmed no further assistance was requested. 

• Initial Complaint

  Date:06/13/2025

  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 had a new alarm system installed on 1/25/25 with another carrier. I sent a letter to adt at *******************************************************. Letter never came back. ADT said they never received the letter. How convenient for them. I have been with ADT since 1995. I have called ADT numerous times. I don't understand what part of the english language they dont understand I have a new carrier. Of course they say they dont have a record of any of it. I was out my alarm went off February 8th around 10:08 pm. I never received a call from ADT. The call was from the new carrier. I have been disconnected from them so many times on the phone i can't count. I have been sent to collection agency. Never notified of this after 30 years of service. Now they are trying to wreck my credit for their horrible service. They are not doing their job. I had to change my credit card after I told them to cancel the service. Please help me with this problem. I did my due diligence. Now ADT wants to be scandalous and I don't appreciate it. This is so wrong. I want the account cleared back to January 25th when ADT was notified. ADT has billed for February. March April and now new bill has charges for May 27 2025.

  

  Business Response

  Date: 06/16/2025

  We were able to speak with Ms. ***** regarding her concern.We agreed to waive the final balance of $195.39 and notified the collection agency that the balance has been removed. We emailed Ms. ***** a confirmation.

  Customer Answer

  Date: 06/16/2025

   
  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:06/13/2025

  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.

  We called ADT to come install services at our home. When they arrived, they spoke with my husband and explained the various pricing for the packages available. My husband spoke with the technician and came to an agreement of the total package in the total of around $1300 with a deposit that day of a little over $300. When I arrived home I was told to sign the contract and paperwork, since I had placed the original order in my name. I assumed the information was the same as was told to my husband and the technician stood over my shoulder and told me where to click and sign. We received an email from ADT after the 3 day recission period we didn't know existed that we owed them our payment of $1600. When my husband called they said we owed them a total of $5000! We told them we did not agree to that and told them they could come pick up their equipment. They said there was nothing they could do. I called multiple times trying to resolve the issue, where I was told that a manager would call me back and nobody called me back. I finally called them on 5/9 and asked to speak to a manager. They kept saying that there was nothing that could be done since we signed the contract. I told them contracts are amended all the time. They refused to pick up the equipment and they refused to resolve the problem. I was patient and kind in waiting for their response to resolve this. They also kept trying to automatically take the $1600 payments from my checking account while I was waiting for their response for resolution. Fortunately my bank blocked it and I ultimately had to change my debit card, since they attempted to take the payment about 4 times. I have let them know that I am refusing to make this payment, since it was not what we agreed to and were pushed to sign a contract not having been explained the terms we were signing for. I have tried to resolve this with ADT and they refuse. This is unethical. The resolution I need is for the balance to be removed.

  Customer Answer

  Date: 06/25/2025

  Hello!  I just wanted to let you know that I received a call from ADT today and it was in keeping with their same lack of accountability.  They stated that we were out of the 3 day recision period, which I stated again we were unaware of.  And that we were unaware there was a problem until after that three day period.  They continue to say there is "nothing they can do", even from a corporate level.  I let them know that contracts are amended every day and that they are choosing to not take action to make this right and are behaving in an unethical manner.  As I previously mentioned, the technician that did the installation stood over me and told me where to click and sign, but did not run through what the contract contained.  At the time I had no reason to believe it was different than what was discussed with my husband.  The Better Business Bureau deals with businesses on a daily basis, and you are aware that not only are contracts amended, but signing under duress invalidates contracts.  They offered me a credit of $500 for a service call that never took place.  I had a service call scheduled for a loose sensor and did not realize it was a virtual appointment.  I spoke with that technician who scheduled an in person service call.  However on that day we were unable to be at our house for the appointment so I cancelled it.  So we never actually had a service appointment or technician fix any issues.  

  I told the person I spoke with to listen to the recorded calls I had with them to show that I was patiently waiting for their response to resolve the issue and nobody called me back.  I also let them know we have all of their equipment in a box ready to return to them and they stated that they DO NOT want to receive the equipment.  We are not looking for anything for free and have their equipment ready to return, since we have gone with another security company already.  

  I wanted to let you know that they have not called me with any intention of finding an ethical resolution and I told them I would also dispute the charges with the credit bureaus if they send it to collections.  

  

  Business Response

  Date: 06/26/2025

  We reached out to the customer and apologized for any frustration or inconvenience endured with the service. After review of the account, we reviewed the contractual documents on file from the installation on 03/17/2025 and confirmed the account is outside the 3-day Right of Recission. Per the agreement, on the bottom of page one there is a Notice of Cancellation section that informs the customer may cancel the transaction at any time prior to midnight of the third business day after the date of the transaction. We verified the customer did not call into ********************** until 04/02/2025 requesting assistance on resetting the water sensor that had tripped from water from their sump pump. The next call received was on 04/17/2025, which the customer was disputing the equipment charges and the customer was advised the fees were valid. The customer disconnected the call when being transferred to the *********************** After further review,once the installer was onsite the customer was emailed the Contract and also the Installation Work Order Summary that confirmed the final cost of the installation. The Contract and Work Order Summary shows the customer agreed to pay the installation cost in 3-installments of $1,666.66 and the last payment would be $1,666.67, which the customer paid a deposit of $376.36. We explained the documents were signed by the customer through docusign by electronic signature, the contractual documents are emailed to the customers person email address and they have to sign into their account to review and sign the documents. The customer informed she was under duress and did not know what she was signing. We apologized and explained, since the contract is outside the 3-day right of recission, we cannot amend or remove any equipment based on our policy and the contract terms. As a goodwill courtesy to help the customer out on the current balance of $5,346.49, we offered to apply a $500.00 billing credit due to some fees were from a recent service visit charge and the record indicates the customer was not available after informing they would call back to reschedule. The customer declined the offer for the credit and informed she will not pay any fees. Since the customer declined the billing credit, the credit offer was not applied on the account. 

• Initial Complaint

  Date:06/13/2025

  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.

  *y ex fiance, ******** *********, fraudulently created an ADT account with my credit card in my name and address without my knowledge. When we broke up, I cancelled the credit card, not knowing that he fraudulently signed a loan (at his home from his laptop) under my name. I did not realize that once I cancelled the credit card, debt was building up in my name. He was purposefully ignoring the notifications from ADT because he used his email and his phone number. Because he used my physical address, I did receive a written notification in the maiL ************************************************** my name and a threat to be reported to the credit bureau. We have called ADT many, many times to try to report fraud and fill out a so called "fraud packet" without success. Here are some examples of the phone calls:4/4/2025- Spoke with *****, said she would send fraud packet and copy of original contract 5/5/2025- Spoke with ******** and Nicki * 5/10/2025- Spoke with **** S 5/20/2025- Spoke with Veneze * 6/5/2025-Spoke with ***** AGAIN who told us AGAIN that she was going to mail fraud packet and original copy of the contract and said that she would follow up with us on 6/11/2025 6/12/2025- Called AGAIN because we had still not received fraud packet or copy of original fraudulently signed contract, spoke to ****, who was less than helpful ******** ********* remains a financial predator, and I am beyond disappointed that ADT has not sent me a fraud packet or copy of the original signed contract to help me get free of this financial abuse. A contract termination fee of $1553.58 will be billed to *Y NA*E on 6/16/2026. I did NOT sign this contract, nor was I ever present when this contract was signed, nor did I even set up the equipment in my house. I NEED ASSISTANCE GETTING THIS ACCOUNT IN THE CORRECT NA*E ******** ********* SO THAT I A* NOT BILLED CONTRACT TER*INATION FEE FOR A FRAUDULENT CONTRACT I DID NOT SIGN AS ADT HAS BEEN ZERO HELP AFTER *ULTIPLE PHONE CALLS.

  

  Business Response

  Date: 06/18/2025

  This was an ECOM account, the equipment was all purchased online.  ADT reached out and advised that ADT is not able to move debt from one individual to another based on a claim made by one party.  The customer was advised that they would need to seek restitution from their ex.   The account is closed and early contract termination charges have been waived.  

  Customer Answer

  Date: 06/18/2025

   
  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,
  
  ****** *********