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:07/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have never been a customer of **********************. They claim they will hit my credit and I have a balance of $72.

  

  Business Response

  Date: 07/07/2025

  Mr. ****** had an account with Alder ********************** and ADT purchased his account. A welcome letter was sent to the customer to let him know were his new ********************** provider.  ADT attempted to reach the customer but unfortunately had to leave a message. ********* did return our call but asked not to be contacted again by ADT and he would let the BBB handle this on his behalf. Unfortunately, ADT would need to speak with the customer to close the account. 

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23547298
  
  I am rejecting this response because:
  I have been told on multiple occasions that my account has already been closed.

  Quit lying and close my account.

  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 07/09/2025

  At this time, the account is still showing as active, and we are unable to proceed with closing it or waiving the balance until we receive proper authorization from you which would be over the phone or a signed letter of cancellation. 
  
  ADT would be happy to assist in closing the account; however, we understand that youve requested not to be contacted by phone. As an alternative, you may email a signed letter of cancellation to ********************************************* be sure to include the full-service address and telephone number associated with the account in your letter. If you would like to expedite the process, please provide us with a few dates and times when you are available,and we will be happy to call you to complete the cancellation over the phone.

• Initial Complaint

  Date:07/02/2025

  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 cancelled my account with ********************** on June 26th, 2025 and was billed for an additional month on June 27th, ******* account was cancelled effective immediately in June during that billing cycle on a Month-to-Month contract. ADT needs to cancel the respective bill for July as I am no longer a customer with their business.

  

  Business Response

  Date: 07/02/2025

  ADT has waived the balance showing of *****. There is no longer a balance owed.

  Customer Answer

  Date: 07/02/2025

   
  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:07/02/2025

  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.

  I purchased and returned an ADT package so that I could order another one. I shipped it back with their pre-paid label. I've not been refunded for the purchase and the refund hasn't been processed. It's been a month. order # ********* RMA # ********* Return tracking number: 2894 5335 5867

  

  Business Response

  Date: 07/14/2025

  We attempted to contact the customer twice by phone and left voicemails. We also emailed the customer, which the customer did respond and was thankful for the assistance. After review of the account, we verified the equipment has been returned to our warehouse, but the payments the customer made had not been processed to refund back to the customer. After further review, we processed the credits to be refunded back to the customers payment method and the customer will receive within 7-10 business days. Again,we do apologize for the delay and no one assisting the customer with addressing his refund issue. The customer is satisfied with the resolution. No further action taken. 

  Customer Answer

  Date: 07/14/2025

   
  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.
  

  thank you for the help! 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:07/01/2025

  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.

  ADT Security is continuing to bill me and is calling me several times a day despite me informing multiple representatives from the company I wanted my service cancelled. I noted the trouble light illuminated on my system last fall and replaced the backup battery. This did not cause the indicator to go out. In January I contacted tech support (an ordeal itself) and finally spoke with an experienced individual would informed me my old system would not work with my fiber internet. So for several months my system did not work and I was not contacted but paid my bill. I called customer support and was quoted a price to upgrade. When the technician arrived to perform the upgrade he said the price would be TRIPLE what was quoted. I told him I would discontinue service. A few days later a manager from the Nashville office called to reschedule the install. I told him I wanted service cancelled which he acknowledged. Days later I received a call asking for payment on my bill I was told was due. I told this individual I had already informed two individuals to cancel my service which Id already paid for for several months when it was not functional. Ive now received another bill with a new three month charge and old past due balance.

  

  Business Response

  Date: 07/07/2025

  ADT has connected with ******* and has agreed to close the account. Once the account closed Mr. **** had a refund owed back to him in the amount of $84.99 which has been processed back to the original form of payment. 

  Customer Answer

  Date: 07/08/2025

   
  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:07/01/2025

  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.

  On 6/28/25 ADT took ******* out of my account without my permission. I called on 6/30/25. The first ****** i spoke with hung up on me. The second ****** I spoke with told me that he would reactivate my account and I would immediately see the balance on my account change and be issued a refund. I spent Over an hour on the phone the second time to fix this (or at least I thought so). I logged in around an hour later and the issue was still present. I called Again and the associate from the ****************** said she would have to request a credit for my account then I would have to request a refund. I requested To speak to her floor manager who was a little more helpful and stated he would have it done in 3-5 days. I checked On the status of my credit today 7/1/25 and to my surprise there was no record. ******, the chat agent, then told me that it could take at least 1 billing cycle to receive my money back. ADT has always been paid on time automatically from my account and now we are having a major issue. Also, the virtual technician told me I had a faulty window sensor. It has never worked correctly. He wanted to sell me another one for $50. After taking ***** dollars from me. I think not! I would like to speak to someone who can correct this immediately!

  

  Business Response

  Date: 07/11/2025

  Upon review of the customers account, ********************** spoke to Chelsea ******* and provided her with billing, refund,and payment information. She stated the window sensor in the kitchen does not work, correctly. ADT scheduled an appointment on 7/11/2025 to get it taken care of for her. ADT also advised Mrs. ****** of the pending request to have the $1335.22 Balance of Contract balance waived. The request was later completed, and the account now has a total credit balance of $2102.56, and a refund request has been submitted for this credit balance. 

  Customer Answer

  Date: 07/11/2025

   
  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 do hope in the future when I call to speak to representatives they all have the same solutions. Thank you for fixing this issue. 
  
  Sincerely,
  
  *********** Heater

• Initial Complaint

  Date:06/30/2025

  Type:Order 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 so upset! Ive been trying to cancel my ADT contract and nobody can help me. I dont want the service and Ive been on hold for over 43 minutes! When trying to go online their chatbot pushes you to the 1 800. Now at 44 minutes they answer and ask whats the reason. I share and she said one second and put me back on an endless old. CANCEL MY PLAN!!! I dont owe anything, I dont have an early termination fee- I just want to cancel! Please cancel my service!

  

  Business Response

  Date: 07/11/2025

  We also received the customers concerns via our social media team and have ensured the account is canceled along with a refund of $87.33. 

  Customer Answer

  Date: 07/11/2025

   
  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:06/30/2025

  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 recently purchased a self service install system from and I ordered $400 worth of equipment to install. I was only able to install half of the equipment before it became too difficult. I called ADT and asked what options I have and they said there was no options. I informed them that I wanted to return the equipment and they said they would request a shipping note and I should receive in 1 to 2 business days. It never arrived, I called back and they said they would try again but this happens al of the time and they have no control over it. I eventually received the shipping note and returned the same day. This was 2 weeks ago, and despite confirmation that it was received more than a week ago, I have yet to receive my refund, this is problem #1. Now onto problem #2, I signed a contract with ADT for $954 for a professional install, the system was installed on 6/21//25. As it was been completed the installed sent me a new contract for $1154, I asked him why the price had changed, he told me he had added a glass break sensor which I did not request, he said I really needed it for security. I again reiterated I didnt need it and I asked him to remove it. He told me he couldnt as he was too far through the work order to run it back. He said just call customer support on Monday and they will fix it. Again I told him I couldnt sign and that adt were not authorized to debit my credit card. Despite his assurances within one hour of him leaving they had charged $1154. I spent ~4 hours on the phone to ADT On Monday reporting the fraudulent charge and eventually after about 6 calls I had an agent tell me that they had raised a tick with the local branch, and I should have my refund within 1 or 2 days. I left it 2 more days, still no response. Called back today to be told that they have 7 to 10 business days to review my concern. My point is that I didnt authorize the funds therefore it is fraudulent and they needed to refund my money immediately

  

  Business Response

  Date: 07/07/2025

  ADT has reviewed the customers account. We contacted the customer and made account number ********730 refund was processed on 07/1/25 in the amount of $442.95. The second refund in the amount of $42.09 was processed on 07/03/25.  This account is cancelled with a zero balance. A refund was process for account number ********769 in the amount $200. A credit was also applied to the account in the amount of $395.25.
  

  Customer Answer

  Date: 07/07/2025

   
  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:06/28/2025

  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.

  I have tried to discontinue my service but I have been transferred multiple times. Told that theres no cancellation department on the weekends. Told that they would change my price from $85-$45 and then a year later its back up to $85.. ************ has made it very difficult to cancel. Its borderline criminal. I want to cancel my service and I have over an hour and a half invested of my time trying to do so and still no results.

  

  Business Response

  Date: 07/02/2025

  ADT reviewed the customers account and determined they called on 6/28/2025 and the cancelation department does not operate on the weekends. They were advised to call back during the workweek, and we found no record of a follow-up call.
  
  We contacted the customer and offered to assist with their cancelation. We advised we will base the cancelation request off their attempt made on 6/28/2025 as a gesture of goodwill. We advised their contract requires a 30-day notice of cancelation and stated the effective date will be 7/28/2025.
  
  They inquired about their monthly rate, and we explained that the promotional offer they accepted last year was good for 12-months and their rate went back to their prior contractual rate in May 2025. We explained that a temporary rate is not permanent unless a new contract is forged. We have attached the customers contract to reflect their terms and conditions, including that rates can increase yearly (page 5,#3) and that their original equipment order was free (page 4). The amount they have paid monthly is solely for monitoring, and never included the cost of equipment, as found on Page 3. We verified the current billing is correct per their agreement. 

• Initial Complaint

  Date:06/28/2025

  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 had protection with ADT at a rental home ************************************. We had ADT service for 13 months, when my employer moved me to *******. When I was made aware of the move I called into ADT to make them aware I was moving and that the home I was moving to does not have a security system in place and since it was a rental I could not have one installed. The agent told me that was not a problem, they could send me a wireless kit that I could use at the new home and it would not need to do anything to the physical home to setup, just needed WiFi access. I agreed to this and they sent me over to the sales department. I spoke to a agent with sales and we went over everything. I explained we need to move out of the current rental on March 30 as our lease ended on March 31, 2025. I explained we would not be moving to our new home in ************ until April 16th, ************************** ******** to help with the transition at my company before moving. They ensured me they would not send the equipment to ************ until after April 16, 2025.I then received a call on April 5 from ADT asking me why I had not set up my new equipment yet and if I needed help they would assist me. I explained to the *** that I was still in ******** and would not be in ********************** until April 16. This *** said they already sent the equipment. I said thats a problem because I am not there and wont be for 2 more weeks and no one is at the home. He said he would look into it and get back to me. He never did get back to **** arrived in ************ on April 16. When I arrived there was no package at the home. I have since contacted ADT 5 times. On May 13th, they charged me $1,022.28 with no notice and for no reason. They keep telling me they are going to send new equipment and once I setup I will be refunded the money. I have still not received the equipment. This is on ADT and want the $1,022.28 refunded to my card immediately as this is clearly their fault.

  

  Business Response

  Date: 07/11/2025

  ADT is currently working towards a resolution.

  

  Business Response

  Date: 07/11/2025

  We attempted to contact the customer twice by phone and left voicemails. We also emailed the customer and was advised he has been busy with work due to the holiday but will reach out with detailed information for us to be able to assist. No further action will be taken until we hear from the customer.

  Customer Answer

  Date: 07/12/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will await ADTs further action as they just stated they are working towards resolving the issue. They have not offered any resolution at this point. I am just acknowledging that they are working on a solution. 
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 07/12/2025

  This complaint has not been resolved. Why was it closed?

• Initial Complaint

  Date:06/27/2025

  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 have been a ADT Plus customer since December 2023. The last few months ADT has been making unauthorized changes to my account without my permission. Starting in February 2025 I noticed my account was SELF monitoring and not being professionally monitored. March and April ADT did not bill me. May 23, 2025 I called and spoke with ADT about my account and was told to call back on May 27, 2025. Both times I was told my account was being escalated to the engineering department. Due to this they credited my account. The first week of June my account was finally resolved and being professionally monitored. Now here we are today June 27, 2025 and my account is back SELF monitoring. Another issue I noticed is that ADT is overcharging my account. I should be only charged $36.67. Instead they are charging me $37.09.

  

  Business Response

  Date: 07/09/2025

  ADT reviewed the customers account and verified it has been professionally monitored since May when the customer alerted to being self-monitored. We confirmed we have received communication signals since, and the service was not self-monitored again in June. We determined their app is erroneously reporting a self-monitored status due to the first occurrence and are working with our team to determine any fixes.
  
  We contacted the customer and provided our findings. We advised that we found that the prior discount was not re-added when the services were reinstated in May, thus the billing discrepancy. We removed the prior billing line and corrected the account moving forward, as well as placed a credit for the one-month affected by the change.We are in email contact with the customer and advised we will provide an update regarding their app when we gain further information. We assured them their service is being professionally monitored and their app is reflecting incorrectly.

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23530069
  
  I am rejecting this response because: I am not satisfied with the information provided until my account is fully functional and displaying the correct information. 

  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 07/14/2025

  As previously stated, we were still in the process of working to fix the customers app at the time of the initial deadline.
  
  ADT has since fixed the incorrect display on the customers app and have confirmed with her it is now reflecting correctly. 

  Customer Answer

  Date: 07/14/2025

   
  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,
  
  ******* ****