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

  1400 Montlimar Dr STE B Mobile, AL 36609-6513

  
• 

  ADT Security Services, Inc.

  5511 Ekwill St Goleta, CA 93111-2361

  
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  ADT Security Services

  291 Cahaba Valley Pkwy N # C Pelham, AL 35124-1165

  
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  ADT Security Services

  3332 Walden Ave, Suite 108 Depew, NY 14043

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:06/13/2025

  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,
  
  ****** *********

• Initial Complaint

  Date:06/13/2025

  Type:Customer Service 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 reached out to me through ******** to obtain security services from ADT. At first I was not going to purchase because the guy was asking for to much money for the equipment ect. Then when the *** saw I was not going to purchase, he said I will let you get the equipment for 168 and it was a special. He led me to believe this is all I had to pay for everything and he also lied about having car cameras. I have been harassed by 3 people about owing 336 dollars for the equipment. I told the agents that kept calling that I do not owe this money and that the *** gave me this service deal for 168. I spoke with three *******s first ******* said she see where the agent gave me the deal for 168?and she would note it in the computer so I would not keep being bothered by the ***s. The next day another ******* called asked me to pay the bill I told her the same thing I dont owe a bill and do she see where the ******* left a note ? The note should say I do not owe this amount and I got a deal for 168 and she found the notes. The next day another ******* called saying I owe 160 on the equipment I explained the same thing to him but he said he does not see any notes the first ******* left. This ******* was a man .. this manger was being aggressive and rude I told him I dont want the equipment or there service anymore. That they are liars and use deceptive practices to get people signed up. He hung up on me and the phone started ringing somewhere else so I hung up. I called back today June 12, 2025 asking for a p***aid label to send the equipment back but they said I cant have one. I also told them I dont want the services because they used deceptive practices. I asked for the address to send the equipment back but at first the *** gave me a hard time about sending the equipment back. Then she gave me some address I am not sure if this address is right? I just need the correct address to return there property. Thanks

  

  Business Response

  Date: 06/16/2025

  ADT spoke with Ms. ****** on 6/16/25 and processed a cancellation of her account. ********************** is providing a return label for the equipment shipped to Ms. *******************

  Customer Answer

  Date: 06/17/2025

   
  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.
  I am waiting for ADT to send me a return label to my email as stated in out conversation on June 16, 2025. Once I receive the label to return the merchandise to ADT I will be happy.
  looking forward to receiving a return label to my email. Thank you for your cooperation. 
  
  Sincerely,
  
  ********* ******

  Customer Answer

  Date: 06/18/2025

  ADT still has not sent me a return label to send the device back to **********************. Also someone called me yesterday 6/17/2025 from the collections department saying I owe 300 and sum odd dollars. I had to ***eat the story about the whole situation again( tired of dealing with ADT) about why I do not owe ADT. I told the collections agent that I just spoke with ******* ******* about this whole situation and he supposed to be the ADT Presidential Executive Response & Resolution. I told him I do not want ADT any more they were rude and disrespectful towards me because of a deal their agent made. The customer service *** told me I had to pay for my own return label and they will not refund me. Also she said they will not give me any money back I told her I do not want any money. I to the agent I want  ADT agents to stop harassing me saying I owe money when I was deceived and lied to by a ADT agent. 
  The only thing I need help with is to get a return label please.. I do not want to remain a customer at all. I do not want to be charged for no fee at all. I just want them to take their equipment back and not try to make me keep it and pay for it. Can you please help me with getting a return label? ******* said it would be sent to my email. 

• Initial Complaint

  Date:06/13/2025

  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.

  This is truly a disgusting and unethical ********** Dad has Alzheimer's and lives out of state and I am his legal ***************** has full time care but I wanted to install a complete security system for both outside and inside his home so I can make sure he is safe.I fly out to see him every month and had set up the install and account w/ ********************** over the phone for my next visit.This process took well over an hour.Well they showed up at my Dad's a week before I flew out there & then when I flew out they didn't show up at the date I had scheduled.After the 2nd apology they sent someone out the following day.The guy didn't have a single piece of equipment I had ordered and went on to tell me how unorganized and awful they were to work for.He said he'd figure out the work order and come back the next day with the proper equipment to install.He came back the next day (day 3 of nonsense)and shockingly enough informed me he didn't do any "electrical" work which is what my Dad's installation required. I had set this up a month in advance so I was obviously incredibly upset that this BS kept happening.After a 5th phone call & the 6th apology I was assured someone would be out the next day. Someone showed up and sure enough this guy claimed the whole system was down and he couldn't do anything until it came back up or he wouldn't get paid.This idiot sat at my Dad's home for 5 hours texting & checking emails just holding us hostage and continuing to ruin my visit and needless to say still not installing anything.I was told later he didn't register it correctly.Whatever.He finally left and came back the next day and after more nonsense I finally threw him out.I asked for a copy of the CANCELED contract and he assured me it would be emailed.Never got it.Shocker! I had Ring installed in 2 hours the next day and it's been fantastic.However ADT continues to charge my 79 year old Dad's account every month even after 12 phone calls.USAA keeps having to reverse ******** keep calling!

  

  Business Response

  Date: 06/16/2025

  We have been in receipt of your Better Business Bureau concern and have been unable to pull up an account with the information provided. 
  May we please have the customer/billing number or telephone number associated with your complaint?Is this complaint against ADT LLC/ADT +, Protection 1 or Blue by ADT/Lifeshield? 

  Customer Answer

  Date: 06/23/2025

  I have tried multiple times to get a copy of my "canceled" contract; I never received it. I have never been given the account number and we have NEVER used the service! Period. I just spoke to **** AGAIN and they said this time they are classifying this as FRAUD so ADT wont be able to change my card again and **** again reimbursed me for the unauthorized charges.  I do have the rude installers name, "*****" and his number is ************. This clown stayed at my father's home for HOURS doing nothing because his system was down. He came back and tried to install "some" of the equipment and it never worked and they still had technical issues and after 4-5 days of this incompetence and ADT ruining my entire visit with my Dad, we asked ***** to take his equipment with him and to please leave. I told him I wanted a copy of the CANCELED contract and he claimed it would be emailed. It has never been emailed to me and they continue to charge me every month since March. I have spoken to multiple employees and even managers trying to resolve this issue and they even interviewed one of the 3 caregivers who witnessed this debacle and after spending 30 minutes on the phone with these jerks they told her she needed to file a complaint. She said she was working and caring for my Dad and hung up. Totally absurd! We are not spending another minute on this nightmare. 

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23463591

  -see attachments--
  
  I have tried multiple times to get a copy of my "canceled" contract; I never received it. I have never been given the account number and we have NEVER used the service! Period. I just spoke to **** AGAIN and they said this time they are classifying this as FRAUD so ADT wont be able to change my card again and **** again reimbursed me for the unauthorized charges.  I do have the rude installers name, "*****" and his number is ************. This clown stayed at my father's home for HOURS doing nothing because his system was down. He came back and tried to install "some" of the equipment and it never worked and they still had technical issues and after 4-5 days of this incompetence and ADT ruining my entire visit with my Dad, we asked ***** to take his equipment with him and to please leave. I told him I wanted a copy of the CANCELED contract and he claimed it would be emailed. It has never been emailed to me and they continue to charge me every month since March. I have spoken to multiple employees and even managers trying to resolve this issue and they even interviewed one of the 3 caregivers who witnessed this debacle and after spending 30 minutes on the phone with these jerks they told her she needed to file a complaint. She said she was working and caring for my Dad and hung up. Totally absurd! We are not spending another minute on this nightmare. 
  
  Sincerely,
  
  ******** ****

  

  Business Response

  Date: 07/01/2025

  Please provide the name on the account and the full address so we are able to locate the account.

• Initial Complaint

  Date:06/12/2025

  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.

  Purchased security cameras on May 14, 2025. Had two separates problems. With each phone call I was given inaccurate instructions. On May 22 a technician came to correct a problem with my front camera not recording. When he came to the house he asked me if a had cords that the installer left. I said no. The installer said I didn't need them, I also told him when I called adt and explained the problem I was having the technician I was speaking to said he would reset my cameras over the phone and to call back if resetting the cameras over the phone didn't help. I was told by the technician technician who came to my house that there is no way for them to restart the ************* I am having a problem with the door bell camera. low battery. The first ******** told me I had to remove the camera and recharge the battery. I called back to let them know I couldn't remove the camera and talked to a different ******** who told me I had to talk to goggle home, I called back and spoke to a different ******** who told me I need to have a technician come out and look at the camera. I asked to speak to a supervisor. A supervisor did contact me and informed me that the warranty on the cameras is only ninety days and my contract expires 2030. I was also informed that after 90 days if I have any problems with the cameras and adt can't help me over the phone to troubleshoot I am responsible for the cost of the repairs. My concern is the cameras are only one month old and I have already had two issues.

  

  Business Response

  Date: 06/24/2025

  ADT reviewed the customers account and determined they already had a pending service visit scheduled for 6/20/2025 to address their cameras. We verified the customers service plan does not include our extended warranty, but they are still currently covered under our complimentary 90-day limited warranty due to the date of their installation.
  
  We contacted the customer and provided our findings. We discussed the extended warranty and advised they can add it to their system at the time of scheduling service should they wish. We also offered to discuss any details of the terms of their contract they seek clarity on, and they declined.
  
  We followed up after their service visit and confirmed the technician resolved their concerns and left a charger for their doorbell in the future. As this was not left originally, we placed a courtesy credit to their account to cover their video services for the first 2-months as a gesture of goodwill. 

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23462172
  
  I am rejecting this response because:
  I do appreciate ADT crediting my account but this isnt going to solve the 90 day warranty problem. I didnt ask for a credit. I feel like them doing this is admitting they are wrong and covering up the problem . I shouldnt have to purchase an extended warranty only after the original warranty is only good for 90 days. *** needs to update their warranty policies and their business transactions for me and future customers 
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 06/26/2025

  We have taken the customers warranty suggestions under advisement. ADT intends to hold them to their signed contract terms which stipulates a 90-day limited warranty. 

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23462172
  
  I am rejecting this response because: their warranty regulations are unfair. Appliances etc have longer warranties. They have no intention of changing their warranty coverage.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:06/12/2025

  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.

  In January 2024, I signed up for ADT security service at my investment property at ******* in ***********, *******. I was not present during the installation. Despite this, the technician and sales team installed over $3,000 worth of equipment, much of which was excessive, overlapping, or completely unnecessary. For example, they placed a glass break sensor, window sensor, and motion sensor in the same room even though any intruder would trigger all three at once. They even installed a basement sensor that would only activate after someone had already passed through multiple others. I am financing this equipment at $52.12/month and was never clearly informed of what would be installed or how much was truly needed. An ADT representative named ***** later told me the setup was excessive and said I had grounds to file a fraud complaint. He admitted the house was outfitted like *************. Ive tried multiple times to resolve this, but ADT is now telling me they wont help because too much time has passed. This was not a simple misunderstanding or buyers remorse I was misled while absent from the home and sold thousands of dollars in unnecessary gear I never would have approved if present. Im requesting a formal review of my system, a reduction in the equipment charges, or removal of some of the equipment from my contract. If not resolved, I intend to escalate this to the *****************************************************.

  

  Business Response

  Date: 06/17/2025

  ADT has reviewed and found the account has been active since January 2024. The customer advised he was not home during the installation and that he allowed his neighbor to let the installer in but then left the home. He was contact and said the extra devices were needed but he was in ******* during this time and accepted the information provided and signed the work order summary. The monthly rate has been reduced to ***** for 3 months then raised to ***** for 60 months.  We have spoken with the customer and advised the charges are valid and no credit will be applied for the equipment as it has been installed for over a year. We have been advised he will reach out to the Attorney General. We are closing this case, and no further action will be taken.

  Customer Answer

  Date: 06/17/2025

  I understand that I began service with ADT in early 2024 and that I signed a contract Im not disputing that. However, Ive been raising concerns about the excessive and unnecessary equipment installed since last year, not just recently. I was not present during the installation, and I relied on ADTs technician and sales team to act in good faith. Instead, they outfitted my home with an excessive setup, including overlapping glass break, motion, and window sensors in the same areas which is both redundant and costly. Even an ADT representative later admitted the home was set up like ************* and agreed I had reason to file a fraud complaint. Just because I signed a digital work order after being told the extra equipment was required doesnt make the sale ethical or right. Ive been trying to resolve this fairly from the beginning, and Im disappointed that ADT refuses to acknowledge their sales tactics or take any responsibility. I will be escalating this matter to the ******************************************************
  
  
  

  

  Business Response

  Date: 06/25/2025

  ADT stands by their decision and no further action will be taken.
  
  ADT has reviewed and found the account has been active since January 2024. The customer advised he was not home during the installation and that he allowed his neighbor to let the installer in but then left the home. He was contact and said the extra devices were needed but he was in ******* during this time and accepted the information provided and signed the work order summary. The monthly rate has been reduced to ***** for 3 months then raised to ***** for 60 months.  We have spoken with the customer and advised the charges are valid and no credit will be applied for the equipment as it has been installed for over a year. We have been advised he will reach out to the Attorney General. We are closing this case, and no further action will be taken.

• Initial Complaint

  Date:06/12/2025

  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.

  EARLIER THIS AFTERNOON I HAD A CALL WITH ADT TO CANCEL MY SERVICES WITH THEM. MY CONTRACT BEGAN WITH THIS COMPANY MAY 21, 2022. IT WAS TO END MAY OF THIS YEAR, CONCLUDING MY 36 MO AGREEMENT WITH THEM. DESPITE THIS, THE ADT *** I SPOKE WITH CLAIMED I HAD RENEWED FOR ANOTHER 12 MONTHS IN JANUARY OF THIS YEAR, BUT WHEN I ASKED FOR PROOF OF THIS, HE SAID HE COULD NOT PROVIDE IT. HE SAID I HAD AGREED VERBALLY WHEN I TOOK A REDUCED RATE OF MONITORING... TO WHICH I ***LIED THAT MY BILL IS AT $72 A MONTH! WHICH IS HIGHER THAN MY ORIGINAL CONTRACT EVEN STATED. SO, HOW IS IT POSSIBLE, THAT I WOULD AGREE TO A HIGHER RATE THAN MY ORIGINAL CONTRACT STATED WHEN THAT ORIGINAL CONTRACT WAS NOT EVEN OVER YET??? THIS MAKES ABSOLUTELY ZERO SENSE AND IT IS CLEARLY MANIPULATIVE. I AM NOT PAYING ADT ANOTHER DIME.

  

  Business Response

  Date: 06/20/2025

  Upon review of the customers account, ********************** found that the account balance is valid. ADT is offering the customer a $200.00 discount on the account balance, out of courtesy. ADT called the customer on 6/16/2025 but no answer. ********************** also called the customer on 6/18/2025 and left a message for the customer. 

  

  Business Response

  Date: 06/20/2025

  Upon review of the customers account, ********************** found that the account is canceled, and the balance is valid. ADT found on 2/25/2025 that the customer agreed to a ******** rate lock with a monthly amount of $73.33 before taxes. ADT is offering the customer a $200.00 discount on the account balance,out of courtesy. ADT called the customer on 6/16/2025 but no answer. ********************** also called the customer on 6/18/2025 and left a message for the customer. 

• Initial Complaint

  Date:06/12/2025

  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.

  I am submitting this complaint because ADT is attempting to charge me an early termination fee that violates Colorado consumer protection law.I signed a 36-month residential monitoring service contract with ADT on January 10, 2024, for service at my home in ******, **. Due to a move, I contacted ADT to cancel my service and was informed that I would be required to pay 75% of the remaining balance on my contract as an early termination chargeapproximately $833.48.However, under Colorado law (C.R.S. 10-4-1603(6)), consumers are entitled to cancel a service contract at any time and receive a pro-rata refund of any unearned provider fee, minus a reasonable administrative fee not to exceed 10% of the contract value. ADTs 75% termination penalty is not consistent with this law.I have requested that ADT honor its obligations under Colorado law and cancel my service without applying the excessive fee. I have asked for a pro-rata refund or, at minimum, a capped administrative deduction in accordance with C.R.S. 10-4-1603. So far, ADT has refused to comply.I am asking the BBB to assist in getting ADT to:1.Cancel my contract effective [insert your desired cancellation date].2.Waive any early termination charge beyond what is permitted by Colorado law.3.Issue a proper refund or confirm that no further payments are required.ADTs behavior is not only unethical but also inconsistent with Colorado consumer law. I am seeking BBB intervention to resolve this matter fairly and legally.Thank you for your assistance.

  

  Business Response

  Date: 06/19/2025

  ADT has explained to the customer via social media, based on our records, the agreement signed on January 13, 2024, is a 36-month term set to end on January 12, 2027. As part of the agreement, if services are canceled before that date, an early termination fee equal to 75% of the remaining contract balance would apply.
  
   The consumer has the option to relocate services to your new address. Alternatively, if a new tenant at the current location signs up for ADT services, the early termination fee may be waived.
  
   ADT believes in being transparent, the cancelation terms and conditions are listed on the first page of the agreement.

• Initial Complaint

  Date:06/12/2025

  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 has sent door to door sales persons to my address multiple times in a day and outside of the legally approved solicitation hours for my city. I have installed a "no solicitation" sign and have my ring door bell greeting to say as such as well. However, they continue to come. Will knock several times (not using the door bell because they don't want to be recorded). They come in unmarked cars but are carrying ADT sales book and have ID badges. They are deceptive and don't follow the law. I attempted to call ADT but was unable to get to a live person to discuss the matter. I have also researched and found a LOT of people having the same experiences as myself.

  

  Business Response

  Date: 06/13/2025

  Due to the alleged violation of law, this has been sent to our law department for further investigation.

• Initial Complaint

  Date:06/12/2025

  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.

  This issue started with being invited by ****** to migrate from a Nest security system (discontinued) to a smart system with ADT with a free year of monitoring. I decided to accept. When I got the device, I ended up never unboxing it, never setting it up, never activating it and never even setting up an account with **********************. My complaint starts when that year expired.On May 23rd, 2025, I noticed a charge $21.64 to my credit card from **************************. I thought it was fraud but decided to contact ADT via chat support. They told me I was supposed to cancel the service manually even if the system was never activated, however the email I received for the order states that I'm only charged after I have activated the system. Whatever the case, they said I needed to call phone support to cancel. On the phone someone said they were able to get my account cancelled and also submit a refund for $21.64.I noticed I never got that refund, and then on April 23rd, 2025 got charged another $21.64. I called in again and now it seems no one can access my account, but they can see it's active. I keep getting forwarded to other departments, sitting on hold, eventually disconnected, no one is really assisting in this matter. I also can't access the account, in an attempt to finally set it up it says it can't be found. But they can see this rogue account. This issue seems to be going no where but now I need to be refunded for two monthly charges totaling $43.28. If not resolved by June 23rd, it's probable I'll be charged another $21.64. I also need my rogue account officially and actually closed and future charges should not be made. I'd also like to get a confirmation from the business that this has been done.Attached is screenshots of the current bank charges and also the order email stating I'll only be charged 12 months "after" activating my system.

  

  Business Response

  Date: 06/16/2025

  We were able to speak with Mr. ********* regarding his concern. We confirmed we have successfully cancelled his ADT service as of 6/16/2025 and a refund in the amount of $43.28 back to his credit card within seven to ten business days.

  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,
  
  ******* *********