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

  18 Clinton Drive Hollis, NH 03049

  
• 

  ADT Security Services, Inc.

  5511 Ekwill St Goleta, CA 93111-2361

  
• 

  ADT Security Services

  1809 Olde Homestead Ln Ste 103 Lancaster, PA 17601-5957

  
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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:06/24/2025

  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.

  When I signed up for ADT through third party vendor, I was told if I sell my house I could cancel with no penalty. Now, when going to cancel, I am unable to without paying almost $400 to cancel the coverage. When I called, I was strongarmed into signing another 1 year contract for a portable system for an apartment I am living in, as I am unable to install permanent equipment. I did not want nor do I need the service and they are not providing me any options to cancel that dont require a new contract or paying out the remainder of my current. When I requested to speak to a supervisor, my request was denied and I was told she does not have a supervisor that they would transfer me back to account management and then back to her department. I was given the runaround and transferred several times. Consistent issues.

  

  Business Response

  Date: 06/26/2025

  ADT has waived the early contract termination charges as a goodwill.  The account is closed and now shows a zero balance.

• Initial Complaint

  Date:06/24/2025

  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 signed up for adt security cameras, and was lied to.I was told i had to have door alarms to get cameras, which i found out to be untrue. This increased my bill, and i was told today by a solutions specialist from adt that their salesmen are told to make the customer upgrade to earn a bigger commission.The cameras dont work properly, i have made several attempts to contact and set up service calls, to no abail. The man who came out today told me he would solve all of this, but wont do it now that i wont sign a second address with him. I was told by adt that if i cancell my service, i will have to pay $2,000 for the equipment, and cannot return it. This is not right, i was lied to constantly to get roped into this contract. I am a Vietnam vet , and have no patience for this stuff. I have cut off auto pay, and seek a resolution of they get their equipment, and cancell my contract, due to false and mis-leading sales. I can remember when adt was a reputable company. SadTy

  

  Business Response

  Date: 07/07/2025

  ADT has reviewed the customers account. We contacted the customer, and he is requesting to have the cameras hard wired instead of wireless.  We advised the customer we do not sell the goggle separately without purchasing an entire system. We do sell CCTV camera system separately. We are still working on a resolution regarding the wireless cameras.

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23511980
  
  I am rejecting this response because:
  Two of their own people have told me that i was lied to, each person i talked to said something different. Their lack of concern for the consumer is pathetic, their customer service can be very rude, and i do not believe they should be allowed to treat customers this way. One person tells me my internet is not good enough to run these cameras, another tells me it is. Either way, these cameras do not perform adequately, constantly buffering when attempting to remote view. I am bery dis-satisfied with the company, their service, and yheir attitude. I simply want to cancel all services, and cut all ties. I remember , as a kid, when ADT actually stood for something.. i reckon those days are long gone.

  ty

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

  

  Business Response

  Date: 07/08/2025

  ADT has reviewed the customers account. We contacted the customer and offered to schedule an appointment to install wires for the cameras. There is a fee to have the cameras wired. The customer stated he wanted to get release from the contract.We made the customer aware that he would be billed early cancellation fees if he decided to cancel. The customer didnt cancel the account.

• Initial Complaint

  Date:06/24/2025

  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.

  On June 18, 2024 a payment of ***** was debit from card ending in 0853 for an appointment to have my mother's security system serviced, from damages caused by the previous service technician. After the payment was processed and funds removed from my account the tech failed to show up, called ADT again, scheduled a second appointment and again No show. While visiting my mother on 6/17/25 a service *** from ADT called my mother requesting a payment in the amount of $175.83 to restore service. At that point, I took over the call. I explained that we were not paying anymore money until they made ***airs to her system. He then agreed to waive the service tech fee and transferred me to the tech department, after speaking with the tech I learned that he hadn't been honest about being able to waive fees if she made her payment..My mom's alarm system is no longer active and they're not willing to make ***airs after a year of the system being damaged by a technician that was sent by ADT. The system worked before the technician arrival and was no longer working when he left her home

  

  Business Response

  Date: 06/27/2025

  ADT has reviewed the customers account.  The customer made a payment in the amount of $99 on 06/17/24. It was the pre-payment towards a system upgrade. A technician was scheduled for 07/01/2024 but the appointment was cancelled due to the customer not being at the location. Another appointment was scheduled for 11/08/2024 and that appointment was cancelled due to the customer not being at the location.  The account is cancelled for nonpayment in the amount of $175.83. We attempted to contact the customer by phone on 06/25 and 06/26 with no response back. 

  Customer Answer

  Date: 07/10/2025

  The first service call, I do believe we missed that one, the second service appt, no tech ever arrived. My sister called ADT to inform them of the situation. My mother wasn't aware of the old system being replaced...and now here we are. I have informed my mother not to take calls until we reach a resolution to this matter. My last conversation with a ADT **** I was told she was still being charged for monitoring service when the system isn't operational. My mother has had service with this company for over *************************************************** replace

• Initial Complaint

  Date:06/23/2025

  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.

  This company makes it impossible to cancel the services! they keep transfering you for HOURS to different agents in hopes you hang up and don't get to finish the cancelation on time so that your contract is renewed automatically and they keep charging you!

  

  Business Response

  Date: 06/26/2025

  ADT has waived the 30-day cancel policy as a goodwill.   The account is now out of service.

• Initial Complaint

  Date:06/23/2025

  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.

  This company will not give me a bill for a final termination. Giving me the run around on how to get it online. Then after talking with several agents on the phone, they said they couldn't email the information to me. The final bill verbally was stated 3 different totals. ****** or ******. They will not give me anything in print showing the breakdown or anything. I have noticed there are other complaints stating that this is a way of complicating the termination with there company. I want to be finished with this company.....so i can find someone that is more professional and efficient. I believe they are just scamming people.

  

  Business Response

  Date: 06/25/2025

  ADT spoke with Mr. ******* and has provided a copy of his most recent invoice as well as a copy of his service agreement.  

  Customer Answer

  Date: 06/25/2025

  ADT pulled ****** from my wifes bank account without notification. We were going to pay our final bill in one lump some. We have never been late or anything on our bills. Then called my phone 7 or 8 times in a row. This company is unprofessional and has very shady business practices. They are trying to scare us to stay with them. I am not impressed. I just want people aware of their unprofessional business practices. 

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23508654
  
  ADT pulled ****** from my wifes bank account without notification. We were going to pay our final bill in one lump some. We have never been late or anything on our bills. Then called my phone 7 or 8 times in a row. This company is unprofessional and has very shady business practices. They are trying to scare us to stay with them. I am not impressed. I just want people aware of their unprofessional business practices. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 06/30/2025

  The $248.45 for remaining equipment cost is due immediately, in full, upon termination of the **********. Parsley may refer to the terms of the agreement that was provided on 6/25/25.

  Customer Answer

  Date: 06/30/2025

   
  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 also want to add, we called a representative on the phone, his name was **** and he was very helpful. He reinstated our contract and got our home secure. We decided to work it out with the ADT company and hopefully get honest service from now on. 
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:06/23/2025

  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.

  We had ADT out to install additional cameras after a break-in. They installed an exterior camera with a wire running externally down the front of the building when it should have been ran through the ceiling on the inside. Also, another professional let us know that the wired used was not an outdoor approved wire grade and that it shouldn't have even been used for outdoor camera wiring. We have been trying to get ahold of a ***resentative for months. Our sales *** said he put in a request for maintenance I we haven't heard anything back from him or someone from ADT since.

  

  Business Response

  Date: 07/07/2025

  We have sent over communication on 6/24/2025 to our local office in ***********, we will be following up with them to verify a resolution regarding Ms. ***** concern.

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23508170
  
  I am rejecting this response because: They sent someone out to relocate the exposed wire, but there hasn't been anyone reach out to address my concerns with our account status. Our building was broadcast on 2 national news outlets with the unsightly wire right in view and we had contact ADT numerous times to get the issue fixed. It took my BBB complaint to get someone out here to make the fix to the wire. I want someone to reach out in regard to compensation for the poor install job. 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 07/08/2025

  We apologize the exposed wire for the camera was not resolved until recently. For the camera portion of Ms.***** ***** we can offer a three-month credit for the inconvenience. This would amount to a $322.20 credit on her ADT account.

  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:06/23/2025

  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.

  My ex opened an account with ********************** and at the time I lived with him. I agreed to pay the bill while together as we both benefited from the service. We broke up June of 2024 and both moved out and moved on. They have continued to charge my card for the last year regardless of the countless phone calls to cancel the account and remove the payment method on file. I was told the contract ended in May and that after may of 2025 there would be no further charges. Here we are in June of 2025 and im still being charged. I called to get to the bottom of it and spent 27 minutes being lied to and told there was nothing they can do. At this point, I need refunded for the last year and they can go after the person that signed the contract for payment because it wasnt me, and they dont have permission to use my card.

  

  Business Response

  Date: 06/24/2025

  ADT is unable to locate an account with the information provided.

  Customer Answer

  Date: 06/24/2025

  Email associated with account is ***********************************************

  Address associated with account is 

  *****************************************

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23507669
  
  

  Email associated with account is ***********************************************

  Address associated with account is 

  *****************************************

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

  

  Business Response

  Date: 07/01/2025

  ADT has reviewed the customers account. The 3 contract is under ***** **** and started on 05/18/2022.  We reviewed the call from 06/23/2025. ******** ***** reached to cancel or have her card removed from the account. She advised her ex refuses to update the card on file and she couldnt verify the security question during the call.  We attempted to contact the customer on 06/30 and 07/01.

• Initial Complaint

  Date:06/23/2025

  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.

  Sold the property being protected and called to cancel the coverage. They said to clear out my contract with them I had to take their new ADT+ system. I took that system and signed the 12 month contract. I was told by several people that I could buyout the contract on the ADT+ system and I did that as I didn't own a property to protect. As for the old system they put a credit on my account on May 7, 2025 that was supposed to wipe out the amount owed on the old contract. Now that I have bought out the ADT+ contract they are not applying the credit and saying I owe the old amount that 5 or 6 people from ADT said the credit would still be applied. ADT is nothing but a scam from what they say and have several others say in their billing **** to the customers. Especially ones that have been around for at least 6 years like I was.

  

  Business Response

  Date: 06/24/2025

  We were able to speak with Mr. ****** regarding his concern. Since he paid off the ADT self-setup alarm system, we agreed to waive the cancellation fee from his previous address. We emailed Mr. ****** a confirmation.

  Customer Answer

  Date: 07/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 07/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/23/2025

  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 tried to cancel ADT service in 2022 because I moved, was not living alone and didn't need it anymore. I was told I was under contract and that I could not cancel early without paying an exorbitant cancellation fee; I decided to just ride out the contract. My contract was completed on June 5, 2025. Today (June 23, 2025) they are charging my credit card for the monthly fee. I contacted ADT at the phone number attached to the credit card charge to try to cancel the account again. The first account representative verified my account and I was told I needed to talk to ******************* I had to go through 4 customer service representatives and was on hold for 59 minutes just to get the account finally cancelled. I would like monies refunded for the service I was not using these past 3 years.

  

  Business Response

  Date: 06/24/2025

  We are unable to locate an account with the information provided.

  Customer Answer

  Date: 06/24/2025

  My phone number on the account is ************

  ADT finally cancelled my service at my request and the Case Number is 061190616.

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23507382
  
  

  My phone number on the account is ************

  ADT finally cancelled my service at my request and the Case Number is 061190616.

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

  Customer Answer

  Date: 06/26/2025

  How convenient that ADT says I don't have an account.

  Here is a screen shot of their charging my credit card for the monthly installment.

  They can look up my account with my phone number and my name.

  ************

  

  Business Response

  Date: 06/30/2025

  ADT has spoken with the customer and was advised she was seeking a refund for the payments made as she had saw information about other customer having the balance of contract fees waived for the ADT Blue accounts. We explained that if she had moved and got services at a new location with a signed contract the fee can be waived or if she moved and the new owners decided to get services the fee would also be waived both would have had to be done within 2 years.  No further reasons would call for ADT to provide a credit or request a refund. No further action will be taken.

• Initial Complaint

  Date:06/23/2025

  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.

  My ADT alarm is having trouble, so I called ADT for assistance. After several attempts by phone to resolve, it was determined that a technician would need to come out. The technician informed me the was no communication from my alarm to adt. I noticed over the last year whenever my alarms goes off ADT never calls. The alarm completely stopped working. When I question ADT about the no communication from the alarmed I was assured they have a backup system. Definitely not true. The technician came out today, and told me I needed an upgrade. The price went ****** quote to ****** quote within seconds so I declined the upgrade. Fifteen minutes later I received an invoice via email for $125.40 for parts and service for an alarm that still does not work. For the last year, I have been paying $***** per month for my home to be monitored , that is not being monitored, because ADT has no communication signal to my home. I would like a refund for the last 12 months of ***** per (430.00)and the ****** I was charged today for services that were never done. No parts were used. The technician only notified me of the upgrade. Please note when I scheduled with ADT, I was told there was no charge due to my warranty plan.

  

  Business Response

  Date: 06/26/2025

  ADT reviewed the customers account. We reviewed the call from 06/17/2025. The customer reached out to ********************** due to recent trouble signals on the keypad. The representative attempted to trouble shoot during the call. The customer was scheduled a virtual appointment on 06/19/2025 and then an onsite service appointment on 06/23/2025. The onsite technician documented that the customer received a new modem from her phone provider ***. *** dismantle the phone line to the ADT system which caused the communication error.  ADT waived the service appointment fee and issues a credit to the account in the amount of $125 on 06/24/2025.  The customer does have a maintenance plan that covers normal wear and tear. Since ADT didnt cause the issue with the phone line being dismantle, it would be a charge to repair. As a goodwill, ADT is offering to schedule an appointment at no cost to feed the phone line wire to the new modem. We attempted to contact the customer by phone on 06/25 and 06/26.