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

  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: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.

  Leaving a review on behalf of my senior parents who were taken advantage of by ADT. They came and installed equipment with the most premium package and service they offered which my parents didn't ask for or understood what they were signing up for. The equipment wasn't even fully installed and the alarm system wasn't even property armed with codes and they even installed their own smoke detectors right next to perfectly fine already existing ones on the ceiling . Another unnecessary add-on just to further hike up the price for people that are in early dementia and had no idea what was even happening in the first place. They also installed a smart door bell that doesn't work and a smart lock that doesn't with with NO codes given or explained. and they took my parents other locks off the door and took them, so we cant even put the old locks back!!!!Alarms kept going off and the fire department had to eventually come and rip out the ADT smoke detectors and control panel off the wall. ADT TIL THIS DAY HAS YET TO PRODUCE A CONTRACT VIA PAPER MAIL OR EMAIL. but when i called i was told that my father had signed a 5 year contact ($6,800.00) (****** a month) (which he had no idea what he was doing), and they cannot get out of it now , ADT is now charging them monthly , (Which we are NOT paying) we are Disputing this whole entire service and situation. We may be seeking Legal Action.FIX THIS ADT. AND GET MY PARENTS OUT OF THIS GODFORSAKEN UNWANTED SERVICE CONTRACT!!!!!

  

  Business Response

  Date: 06/26/2025

  ADT needs additional time to review this concern.
  

• 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.

  We are moving from ** to **. We have been working at this for months. The new house had ADT gear in it so we called and scheduled an appt with them for Saturday, 7 June. They gave us a window from 1-5pm. We left at four a.m. to ensure we were there for them. Drove almost 500 miles. Spent about $150 (one way) on gas. We got there and waited until 5. No show. My wife called and was told a tech would be there in 20 minutes. That didn't happen. We rescheduled for the following Saturday then got up early and drove almost 500 miles back to **, another $150 in gas. The following Saturday (14 June) it is now just my wife there (another 500 miles and $150 for gas, one way) and once again, ADT didnt show up. Then they sent a "replacement" tech who had no idea about the order. He just immediately started trying to sell gear that was specifically referenced in our order as being there. A supervisor was called and when my wife, who was EXHAUSTED, heard it would be 3 hours she cancelled the whole deal. ADT OWES US!!! The service address is the one listed with this complaint. My wifes name is ******. Oh, and why the move?? Because our daughter has a lemon sized, inoperable, wild-type glioblastoma. She most likely doesnt have much time left and WE dont have time for complete and UTTER incompetency that wastes our time and money!

  

  Business Response

  Date: 06/17/2025

  ADT has apologized to Mr. ***** for the inconvenience caused by the rescheduled service appointment and for the tardiness of the technician on the day of the installation. ADT offered a free upgrade of the system at the time of installation, but this has been declined. ADT has offered to assist in resetting up the installation appointment and working with the local team to schedule the appointment for the best suited date/time for Mr. ****** but this offer was also declined. The installation of service has been cancelled as per ********************* request.

  Customer Answer

  Date: 06/17/2025

  Yeah that's how good they are.  There were TWO appointments they missed on two separate Saturdays. Free upgrade?? Two wasted weekends.  3600 miles driven. Useless waste of our time and we deserve better than this.

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23470302
  
  Yeah that's how good they are.  There were TWO appointments they missed on two separate Saturdays. Free upgrade?? Two wasted weekends.  3600 miles driven. Useless waste of our time and we deserve better than this.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 06/19/2025

  ADT has deeply apologized for the frustration experienced by Mr. ***** and has offered to assist in setting up the installation of services. Mr. ***** has declined to move forward with the installation at this time.

  Customer Answer

  Date: 06/19/2025

   
  Complaint: 23470302
  
  I am rejecting this response because: apologies don't make up for the hundreds of dollars, and four days of travel time wasted because ADT can't manage someone scheduling. ADT in no way, shape, or form, embodies their claims of trust and sincerity.  H*** of a way to treat a Veteran and his wife. I'll make sure everyone I know learns of this. 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 06/25/2025

  ADT stands by our response:
  ADT has deeply apologized for the frustration experienced by Mr. ***** and has offered to assist in setting up the installation of services. Mr. ***** has declined to move forward with the installation at this time.

• 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,
  
  ***** *****