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

  
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  ADT Security Services

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

  
• 

  ADT Security Services

  814 Arion Pkwy Ste 220 San Antonio, TX 78216-2837

  

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:06/27/2025

  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.

  At a previous home, we had a contract with *****, a different security service provider. Upon moving to a new home, we learned that our service contract had been transferred/purchased by ADT. Therefore, we contacted ADT to confirm and to request a transfer of service from a previous home to our new address, which ADT agreed to perform. On July 25, 2024, an ADT representative arrived at our house, installed new security equipment, and my wife signed a new contract (attached). We were told that service would cease at our previous address and would transfer to this new address at no cost. A month later, we realized that our credit card was double charged from ADT - once with our new contact's monthly amount (*****) and once with our old contract's monthly amount (*****). We contacted ADT via phone and were told that this was an error on their end and this charge would be refunded. We did not check again if this was completed until June of 2025. On June 5, 2025, we realized that we had been charged an additional $***** each month for 9 consecutive months (October 2024 - June 2025) for a total of $407.61. On June 5, we contacted ADT again and were told that this claim would be reviewed and we would be contacted shortly. On June 24, an additional charge of $1542.53 was pending on our credit card account from **********************. We promptly called ADT on June 24 and were told that this charge was an error and would not be charged on our account. On June 25, the charge was posted on our credit card account. We promptly called ADT on June 25 to refute this charge and were told that this charge was likely due to our cancelation of our previous home's service, which was ended 9 month's prior, and we were repeatedly told this would be transferred to our new home at no cost. ADT did not contact us prior to this $1542.53 charge. We have not received a call or email from ADT regarding the 9 month's of additional charges on our account. A total of $1950.14 was paid to ADT in excess of agreement.

  

  Business Response

  Date: 06/30/2025

  ADT spoke with **** ****** regarding the refund and advised it would be received 3-5 business days. 

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23529717
  
  I am rejecting this response because: After filing a complaint with the BBB, I was called by an ADT representative from corporate and told this refund would be processed and received to our credit card within 3-5 business days. After 6 business days, I called ADT again. I was told that the refund would be processed to our credit card by 3 PM on 7/8/2025 and to call back if it was not posted. It was not posted, so I called back again. I was told that this refund will now be mailed via check (to the wrong address, which we have tried to correct) and still "in process", will take 7-14 additional business days, and has not yet been mailed by ADT. After 8 seperate calls with ADT and numerous hours of phone calls over the last 5 weeks, every person I have spoken to at ADT has relayed conflicting information. We have still not received the promised refund.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 07/09/2025

  ADT submitted a refund for this concern on 6/30, and it was rejected on 7/2. A new refund was submitted, by check, and processed on 7/8. The funds should be received in approximately 10 business days.  

• 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 having issues with only my ADT doorbell camera I believe it started back in March 2025. In August 2021 I had the ADT ***************** installed. First I can't remember how many times exactly but I will estimate around 10 times I was assisted by a virtual tech & would spend hours on the phone trying to correct issue. They sent out I believe 3 techs for the same issue at different times when the virtual assistance did not help or fix. One tech was called senior ********* informed me that my internet service (Spectrum) did not allow 2G devices (which now that I think about it I had no issues with the original doorbell until March this year). He suggested I buy ****** Nest to place around house which I did. Before that It was suggest to by a wifi extender which I did.Each time the wiring was checked by the tech but either it loses power or drops wifi, one or the other. At some point it was discovered that the 1st doorbell replaced was defected, the 2nd was put on incorrectly by the tech and now on the 3rd or 4th they maybe work a week or 2. I do not feel it's fair that i keep paying fees for a techs to come out and once they done maybe a day or 2 later the doorbell stops working. I can't get a clear outcome other than they send an electrician out that I would have to pay for, which is unacceptable because it's probably going to lead to the same outcome. I wonder if the doorbell they are installing are all defective & if they are even up-to date doorbells since they are close to the original one I had & ADT does not want to upgrade without a fee to their customer. I have no issues with my ********************** system only the doorbell and I don't know why I have to keep wasting time on the phone for hours & have no resolution. Each time I am informed something different, wifi, wiring, battery, etc. what is it? It seems to never be something on their end & mostly it is the camera only. I would admit they gave me some credits but that still didn't fix the issue.

  

  Business Response

  Date: 07/08/2025

  ADT has reviewed the customers account. We contacted the customer, and she advised she ended up removing the doorbell camera. Once she has an electrician check the wiring, she will follow back up with ADT. As a goodwill, we issued a 2-month monitoring credit. 

  Customer Answer

  Date: 07/09/2025

   
  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:06/27/2025

  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.

  ADT broke into my Pentagon ************************* Account and stole money twice without my permission. They took $114.44 AND also proceeded to take $70 out of my bank account without my authorization for future payments. I have had ADT for two years and this has never happened. I have ALWAYS paid manually, myself each month for the current month.

  

  Business Response

  Date: 07/02/2025

  ADT reviewed the customers account and determined the account was set-up for automatic payments on 4/25/2025 and it has since been removed. We determined the customer called on 4/24/2025 stating the online billing website was not properly functioning and attempted a payment via phone that could not be processed due to the system issues. We reviewed the billing history and verified the payments taken are valid and were the regular payments due on their account. We determined ADT has already placed a temporary rate of $14.99 for 3 months due to their billing experience.
  
  We contacted the customer and provided our findings. We apologized for the system troubles in April and advised her account has already been removed from automatic payments. We discussed that the payments taken were due on the account and the latest payment of $114.95 was the cumulative payments from May and June invoices that had not been paid.
  
  She stated her bill was $25.77 in May and it was paid. We explained that the $25.77 was her April bill and confirmed her May invoice was for $70.36 and only partially paid. She also stated her rate was not to increase and we explained her contract states a rate can increase after the first year (Page 5, #3) and the rate increases are valid. We have attached their contract for reference. 

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23526598
  
  I am rejecting this response because:

  ADT is a scam and a liar
  

  IN APRIL, I COULD NOT PAY A BILL. I ALWAYS PAY IT MANUALLY ONLINE SO I CALLED AND THEY PAID THE BILL FOR ME BECAUSE THEIR SYSTEM WAS BROKE. AT NO POINT IN TIME DID I EVER IN THE HISTORY OF EVER SET UP ANY AUTOMATIC PAYMENTS. WHAT ADT DOES IS OUTSOURCE THEIR EMPLOYEES WHO HAVE NO IDEA WHAT THEYRE DOING. ILL GIVE YOU AN EXAMPLE OF HOW WONDERFUL ATT IS, MY TRUCK WAS BROKEN INTO THE CAMERAS DID NOT SHOW ANYTHING. I CALLED *** AND THE REPRESENTATIVE SAID THAT THEY HAD MAINTENANCE BETWEEN 1 AM AND 4 AM. THOSE ARE THE HOURS THAT PEOPLE BREAK INTO PEOPLES HOMES AND HARM PEOPLE. FURTHERMORE, SHE REFUSE TO ALLOW ME INTO MY CAMERA ACCOUNT. IT WAS EXTREMELY RUDE TO ME SO WHAT SHE DID WAS TAKE AN EXPERIENCE I HAD THAT WAS TRAUMATIC AND MADE IT EVEN WORSE. I HAD CALLED BACK AND THEY GAVE ME A CREDIT TO MY ACCOUNT BASED OFF OF THE POOR EXPERIENCE THAT WAS NOT THE FIRST TIME AT&T HAS TREATED ME LIKE THAT AGAIN, AT NO POINT IN TIME DID I EVER GIVE PERMISSION ATT NEEDS TO GO AHEAD AND PULL THE RECORDS OF BEHIND THE SCENES OF WHO HAS TOUCHED MY ACCOUNT BECAUSE IT CERTAINLY WAS NOT ME I DID HAVE A REPRESENTATIVE CALL ME A FEW DAYS AGO AND SHE TRIED TO INTIMIDATE ME AND THE LAST WORDS WHERE I TOLD HER STAY THE **** OUT OF MY BANK ACCOUNT I ACTUALLY SAID THE WORD **** STAY THE **** OUT OF MY ACCOUNT BECAUSE IF THEY EVER DO THAT AGAIN, THEY WILL BE IN COURT WITH ME I WILL NEVER USE THAT COMPANY AGAIN. THEY ARE NOTHING BUT HARMFUL.
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 07/08/2025

  Again, the customers payment method has already been reverted to manual. All payments that were pulled were valid payments and would not be due a refund.
  
  ADT already extended an apology and provided the customer a ******* temporary rate of $14.99 for the inconvenience. There is nothing further to do for this concern. 

• 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.

  ADT repeatedly misled me, resulting in a $418.29 charge I should not owe. It began when Nest Aware was added to my bill after I was assured it would be free. I was told it would be reinstated at no costthis was false. Later, I received a credit and cancelled Nest Aware. On 11/5/2024 at 2 PM, ***** (ID ******* told me Id receive a lower rate, with no contract or early termination fee. I relied on that to continue service.I called on 6/18/2025 to cancel. ****** confirmed the cancellation with confirmation #******** and clearly stated there was no early termination fee. No mention of any 30-day grace ****** was made. Yet days later, I saw my account still active.On 6/20/2025 at 10:20 AM, **** said I was under contract and owed early termination fees, contradicting previous info. He said hed review calls and follow up in 4872 hours. He never called.On 6/24/2025 at 9:45 AM, ********* ********* (ID ******* promised to call in 1 hour. He called after 2 hours, couldnt resolve it, and promised to call again at 6 PM. He never did.On 6/25/2025 at 1 PM, ****************** said Alejandros case canceled Joses, and that Im in a 2-year contractthis is the first Ive heard of any contract. I never signed or agreed to a 2-year agreement.ADT lied multiple times: (1) I was told there was no contractnow Im told I have one; (2) I was told thered be no early termination feenow there is; (3) multiple agents promised callbacks and never followed through. This is deceptive, negligent, and ********* requesting full waiver of the $418.29 balance, immediate cancellation, and written confirmation of $0 due.Thanks Service address to the complain *************************************** ADT Account Number: *********

  

  Business Response

  Date: 06/27/2025

  ADT received Mr ***** complaint via social media and agreed to waive the early termination fees on the account. 

  Customer Answer

  Date: 06/27/2025

   
  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:06/26/2025

  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.

  My family is relocating to another state in which we will be living with family. We have been ADT clients for 8 years and 8 months and we attempted to cancel our service for when the sale of our house closes next month. ADT is stating we are still under a 3 year contract that ends in October and they want $238 to cancel unless we convince the new homeowners to sign up for ADT. My husband and I have called on 3 occasions and spoken with approx 10 different **** and supervisors and have only been supplied with an invoice from our last sensor purchase. No one has been able to provide the contract that we allegedly signed 3 years ago. The company just does not want to lose customers and has been unable and unwilling to remove the fees for good standing customers of almost 9 years. It is very odd that such a large company is unable to provide such an important document and just hopes customers will roll over and pay the fees. Not to mention they should reward good customers with removing such ridiculous fees if they wish to keep them in the future. Their employees also all provided varying explanations and stories so they should better train their employees.

  

  Business Response

  Date: 06/27/2025

  ADT spoke with Ms. ******** on 6/27/25 and advised the balance on the account had been waived. 

  Customer Answer

  Date: 06/27/2025

   
  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 appreciate their expediency and correcting this issue.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:06/26/2025

  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.

  ADT sent me to collections over $49.99 (estimate). I am trying to dispute it, but the collection agency says I dont have the grounds to dispute it.I do not agree that I owe them this amount, my contract with ADT ended in the beginning of April and if I am not under contract and am not getting service from them then what is the charge for? ADT says that I still must pay because it takes a month to get me out of the systems - I called ADT in March telling them that I will not be continuing service with them after my contract ends in April, they told me to call back in April to cancel. No one mentioned that I would have to pay for one more month, and they should've annotated in their notes that I was giving them 30-day notice in March.I am not happy with the service that I have received with ADT, their higher management tricked me into getting locked into a 5-year contractso I paid them monthly for 5 years when system didnt work, and they couldnt fix it, nor would they let me out of the contract. So, I dont believe that I owe them for the month of May.All I asked ADT is to waive the last payment since I informed them in March that I wasn't continuing service with them after my contract ends in April. Even after I explained everything to them, they won't work with me.

  

  Business Response

  Date: 06/28/2025

  ADT spoke with Ms. ******** on 6/27/25 and advised that the outstanding balance has been waived. Ms.Aybnder had no further concerns. 

  Customer Answer

  Date: 06/28/2025

   
  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:06/25/2025

  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 used ADT app my adt to request cancellation of the service in december 2024. They did not take any action. So I called in February and the customer service said I need to pay 120 dollars and I paid that and asked to cancel. ***** ****** was the name of the representatitve and she tried to offer a lower price plan which I did not take. I did not even have the equipment working and I told her it is pointless if they cannot setup anything in the immediate week. ADT did not send anyone nor scheduled any appointment. I assumed it is closed and now they are asking me to pay for past 3 months where I did not even get any service. This is just robbery from this company. I need my $120 refunded along with cancelation confirmation in writing and I owe nothing to this company.

  

  Business Response

  Date: 06/30/2025

  ADT has reviewed this concern. ADTs records indicate that no cancellation request was received until February 2025. $147.34 covered the payment for the 3 months previous. This amount is ineligible for a refund. ADT has waived the outstanding balance of $268.95. 

• Initial Complaint

  Date:06/25/2025

  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.

  First, I had ADT monitoring service at an former residence in *******, **********. I sold this property in July 2024, closed the ADT account and relocated ******************** to my new resident - an apartment at **************************************************************************************************. However, I was charged $77.72 for 8 more months (total $621.76) on the ** house even though I had followed all the ADT procedures and got confirmation from ADT that I was being charged for an account that was closed. I called ADT around 5-10 times now to try to get this refund and each time I spend 1-2 hours on the phone being transferred multiple times to different departments. They all say that I should get the refund and it will be processed soon. I have never received this refund. Secondly, I had ADT services at the apartment in ***********. From July 2024 until I moved from that location in March 2025. I started new ADT service at my current address in *************, ** in March 2025. I followed all the ADT relocation procedures and stopped the account at *********** - however I am still getting billed $35.84 each month since March 2025. I just received a call from ADT asking to collect this past due amount even though I spoke multiple times to ADT services and told them I moved to close this account and refund my money for the continuing charges- this should be ($107.52). I cannot get ADT to stop billing me, nor refund my overcharges - even though I've spent hours on the phone with them to get this billing to stop and to get my refund. I've disputed the latest charges ($107.52) with my credit card company. I don't know what else to do. Please help get me to 1) get ADT to stop charging me for closed account, 2) refund the $621.76 they collected in overpayment and 3) refund the $107.52 in overpayment. The specific addresses where I had services and there was overpayment collected were: 1) ********************************************** 2) *************************************************

  

  Business Response

  Date: 07/02/2025

  ADT has reviewed the account and found that he was overbilled since July 2024, and we applied a credit of $611.40 and requested a refund to their ACH account. The refund for his ADT Plus account was completed already however he did dispute the charge with his bank which caused a balance to apply back to his account. We have credited the balance, and nothing further is owed on either account. ********************** has spoken with the customer and advised of the resolution. No further action will be taken.

  Customer Answer

  Date: 07/03/2025

   
  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:06/25/2025

  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 called ADT to monitor the Fire Detection System at ***************************************************************** The Technician they sent couldn't do the Job. No equipment was installed. No Contracts were signed. ADT has deducted $615.00 from my Bank Account so far for absolutely nothing. After many phone calls to ADT, there is still no resolution and ADT is still deducting money from my Bank Account. They will not stop. I've attempted to contact ADT with no results. I demand to be reimbursed!

  Customer Answer

  Date: 06/26/2025

  Long story short...  My Dad passed away in Oct.'23. I sold his house of (66) years in May'25. In preparation with doing so, the Boston City ********** Fire Martial conducted Mandatory Testing on the Boston Security Systems Fire Detection System currently installed in his house. I couldn't locate the original installer and the System has to be monitored remotely.
                              I called ADT and, I thought as required, left my personal Debit Card Number for the initial visit. ADT sent their Technician. After literally minutes of review, the Tech said ADT cannot interact with this existing System then immediately left the premises. There were no Contracts signed,  no Equipment installed, no Services rendered, and it was made very clear ADT cannot assist in any way possible.
                              Within days, my Bank Account was debited for $257.00. The next (2) weeks it was debited for $87.00, then in June, was debited for another $257.00. I just received another email my next Payment is due immediately. 
                              I've contacted ADT multiple times and, each time, asked for a Manager. ADT sent me "Fraudulent Signature" Paperwork to fill out, which I completed and, for a fee of $15.00, returned it to them via **** Certified Mail. My last conversation ended with "ADT will contact you within (5) to (7) days". There has been no phone call. From ADT's last email, I'm sure ADT will continue to debit my Bank Account for absolutely nothing they provided.

  

  Business Response

  Date: 07/07/2025

  We reached out to the customer and apologized for any frustration or inconvenience endured with the service. After review of the account, we verified the Installation job issue was already escalated to the local *********************** and the account confirmed the local team was working the complaint. The customer did report on 6/16/2025 that no equipment was installed and was charged in error. After further review,the customer confirmed he was contacted by the *********************** Team and informed the refund was being processed on 7/02/2025. We explained the total payments received from the customer was $595.76, which is being returned back to the payment method within 3-5 business days. We also explained, the account is completely cancelled as of 07/02/2025 and nothing further is owed to ADT.The customer understood and is satisfied with the resolution. No further action was taken. 

  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:06/24/2025

  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.

  My name is ****** ***** and I have recently closed my account with ********************** because my wife and I moved homes. I spoke with *** in ADT's billing center and she asked me to email a complaint to ADT. ADT is trying to charge me $720 to cancel my account. **********************'s policy is that customers that have been with ********************** for 3+ years aren't under any sort of contract and can cancel anytime. I am refusing to pay this for this reason. Our first account with ********************** (Account Number: ********** was closed inadvertently by someone on the ADT side named ***** ******. We did not request this cancelation and were surprised when we received the cancelation email. I ended up speaking to a gentleman on the phone who explained to me that the account was cancelled by accident due to an address very similar to ours requesting cancelation. I wanted to keep my service, but he explained that in order to do that, I'd have to set up a new account. At this point, we had been loyal customers of **********************'s for 3+ years. In order to continue to protect my family and our assets, I went through new account setup with the gentleman on the phone. The new account was established (Account Number: **********, but apparently did not continue our timeline of service with ADT. I even asked the guy on the phone and he assured me I wouldn't be forfeiting the cumulative years of service. Unfortunately, I was lied to and the cancelation fee has been charged to my (now closed) account. Since we were loyal customers of ********************** for nearly 4 years and the error was made by ADT, I'm refusing to pay the balance on this account. *** has already started internal proceedings on ADT's end to remove this charge given the situation. I was told that I'd hear back from them in 3-5 business days. It's been 8 business days a my bill is due tomorrow. This is obviously not right. Thank you for your attention to this and any help the BBB can give us!

  Customer Answer

  Date: 06/25/2025

  I have called their ************** 4 times over the past 4 weeks. The first ****** I spoke with told me I would receive a response, either a callback or an email, in 3-5 business days. After that period lapsed I called again. Same answer. And again (now nearly 3 weeks). Same answer. I called today 6/25 (my bill is now due today) and spoke with a Supervisor. He said escalation processes can take up to 30 days. Then, after I changed my tone, he told me I'd receive a response from them in 3-5 business days. This is the worst and the most unclear service I've ever received from a Company, by far. 

  

  Business Response

  Date: 07/07/2025

  Upon review of the customers account, ********************** spoke to the customer and advised him that there was a request that was submitted to have the Balance of Contract charge waived. ADT found the request was completed and a refund request was submitted on 7/2/2025 in the amount of $740.09.

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