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

  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:06/19/2025

  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.

  ADT JOB#********* ADT JOB#********* ADTAccount #********* I lost my home and all of my possessions in the 1-7-25 California wildfires. At my new rental home ADT's ***** ****** sold me a 24 month ADT contract and armed patrol at ************************************************ @$170/month plus installation @$1700. Account #*********. I moved from that address to ************************************** on 5-1-25. ADT advised that my original ***************************************** its entirety if I transferred service to my new Malibu address. I agreed and signed a contract for Job#********* which was a 12 month contract for a monthly charge of about $58 plus installation of approximately $579. Then ***** ****** advised that I could not waive my original contract by replacing it with the 12 month contract represented by Job#********* or I would be liable for thousands of dollars for the armed patrol portion of the original contract. ****** sold me a third contract, Job#*********, for 24 months of ADT alarm. Total cost was to be about $599 installation and a $120 monthly charge for both ADT alarm and armed response. ****** advised that upon installation of Job#********* all other ADT contract liabilities would be waived. Job#********** was installed 5-30-25. I paid for that installation on 5-30-25. After installation I received a call from ADT confirming my June 2, 2025 appointment for installation of Job#*********. After a series of telephone calls I spoke with ADT **************** Manager *********** ***** who advised that my only contract obligation was 24 months at a monthly charge of $59.94. All other contract liabilities would be waived. I am now being continually billed $2230.17 (supposedly waived) on Account #*********. I am unable to contact anyone at ADT to stop this harassment. I have been oversold; overbilled; lied to and harassed by ADT. I am worried that my credit will be adversely affected.

  

  Business Response

  Date: 06/30/2025

  Upon review of the customers account, ********************** left a message for the customer on 6/20/2025. The customer contacted ********************** on 6/23/2025. ADT will contact the customer again to provide assistance. 

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23493019
  
  I am rejecting this response because:  I have returned ****** call at ADT several times and left several messages.  He has not accepted my calls and has not responded to voicemails I have left.  I am calling **** at ************.  I have left 2 voicemails for him at extension ******* but have not received a call back.  Additionally, I have left messages with ****** colleagues requesting a return call.  
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 07/08/2025

  Upon review of the customers account, ********************** found the customer does have Balance of Contract charges for the old address. ADT will review further to determine if the Balance of Contract charges can be waived. ADT made two attempts to contact the customer today, but the call went to voicemail. ADT reached out to the customer via email.

• Initial Complaint

  Date:06/19/2025

  Type:Sales and Advertising 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 Friday, June 9, 2025, via phone call, ADT salesperson sold me quantity 2: [SIXCOMBOVA] - Combination Smoke/CO Detector, 2 way encrypted wireless. The sales person offered two different installation options:1. Install by ADT Technician 2. Self installation (ship product to home address)Note: THE SALESPERSON NEVER MENTIONED TEXAS LAW REQUIRES IN PERSON INSTALL!!!I choose option # 2, received the product but the product boxes included instructions, "An ADT Remote Assistance Specialist is required to complete the connection of your device(s) to your ********************** system. If you haven't schedule your Remote Assistance Specialist appointment yet, please call ****************."Today, June 19, I called per the above instructions to schedule remote install. I was informed by the ADT Remote Assistance Specialist that Texas law requires the installation to be done in-person by an authorized ADT technician and that I would have to pay an additional $99.00 service fee, plus labor costs for the 2 products to be activated. I asked to speak with a supervisor who offered to waive the labor costs and reduce the installation fee to approx. $70. I refused and noted by displeasure with their shady sales tactics - selling me a product which ADT knew required additional costs; yet, they did not disclose those costs to me (the consumer) at time of sale.

  

  Business Response

  Date: 06/30/2025

  We attempted to contact the customer by phone and left voicemail. We also emailed but have not received a return response. After review of the account, we verified the Sales Agent did provide misinformation of advising the customer that he could install the life safety on his own. After further review, the customer did speak with our ****************** Team on 6/19/2025 and they offered to schedule a free installation job to have an ADT Installer to come install the parts, but the customer declined. The offer is still available if the customer wants to have the Smoke Detectors installed by an ADT installer.Since the customer declined the offer to schedule the installation visit, we have emailed the customer a shipping label to return the two Smoke Detectors,which once the equipment is received back to ADT. Once the equipment is received back to ADT, we will ensure the customer is refunded the cost paid for the detectors. We will monitor the account to verify when the equipment is returned and process the refund back to the payment method. The refund will be processed within 7-10 business days, once the equipment is received. No further action was taken at this time until we hear back from the customer. 

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23492326
  
  I am rejecting this response for two specific issues:

  1. I have not received a refund (see below for details)

  2. Misrepresentation of the facts (see below for details)

  Issue # 1 Facts: On Thursday, June 19, I received a Return Merchandise Authorization (RMA) number, ********* from *********************************************************************. On Tuesday, June 24, 2025, I returned the products using that RMA number. However, as of today's date, June 30, I have not received a refund. ***** Detailed Tracking: 390169309317, indicates the product was returned on Thursday, June 26 to ******** *****************************************************************************************

  Issue # 2 Facts: Today, June 30, 2025, I received an email response apparently from an **** ******, Presidential Executive Response & Resolution-Customer Relations. However, the e-mail header is ***************************************************************. This is very confusing and misleading as I don't know if I am responding to last name, ****** or last name, Pelham or an IT Bot? As a result, I chose to respond directly thru BBB site vs. directly to a potentially suspicious e-mail where the signed name in body of e-mail does not match the e-mail header. In this e-mail, ******* version of my phone call with ****************** Team is not accurate. Specifically, "After review of the account, I see you spoke with our ****************** Team and they offered a free installation appointment to have an installer to come install the 2 smoke detectors, but the offer was declined." I was NEVER offered free installation. This is a blatant misstatement of the facts! Per my initial complaint, I was only offered a reduced install fee of approximately $70 for ADT's mistake. I did not decline a free installation appointment BECAUSE IT WAS NOT OFFERED - EVER. If an ADT employee reviews my phone call, you will see that my version is accurate and factual compared to ******* mis-statements in the e-mail. By the way, had I been offered a free installation appointment (as I requested) I would have accepted. However, I declined ADT's offer of a reduced installation fee and chose to return the product. Perhaps this is another coaching opportunity for the ****************** Team employee who mis-handled my call (again). Seems to be a pattern...

  I appreciate ADT acknowledging that I was provided "misinformation" during the initial sales call and that the Sales Agent's Manager is providing coaching and further action according to ADT's HR policy.

  I look forward to a response to my two aforementioned issues.

  Sincerely,

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

  

  Business Response

  Date: 07/08/2025

  As previously stated, we attempted to contact the customer twice by phone and left detailed voicemails informing of the reason for the call. We do apologize the customer thought it was AI, but I am married,and my previous name was Pelham in our system. We did email the customer and placed in the subject line: ********************** Follow up on BBB Complaint, which we also emailed the reason for the email on the body of the email. After review of the account, we verified the equipment was received and processed the refund request.The refund of $389.70 was released on 7/3/2025 back to the **** Credit Card payment method from where the payment was received from. Once the refund is released, the customer will receive back to the payment method within 7-10 business days, if not sooner.  As a goodwill courtesy for the inconvenience, we applied a 1-month billing credit that took care of the July monthly monitoring fee of $41.12 that covers 07/06/2025 through 08/05/2025.Again, we do apologize for any frustration or inconvenience endured with the service. At this time, we consider this matter closed. 

  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:06/19/2025

  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.

  To Whom It May Concern,I am writing to file a formal complaint against ADT Security Services for misleading sales practices, failure to honor verbal agreements, and deceptive customer service related to my business ********************** system account.I was a personal customer of **********************, paying $43 per month for my home monitoring service. In good faith, I contacted ADT to switch this account over to a business account for my independent living home. During my initial call with an ADT representative, I was assured that the new business account would cost less than my personal account, and that any increase in the first billing cycle would be adjusted once the technician came out to reboot or reconfigure the system.After following all instructionsincluding contacting ADT within 30 days as directedI was informed that the promised adjustment would not be made, and that I was now locked into a 36-month contract at $54 per month, contrary to what I was originally told.This situation is both deceptive and unfair. I was intentionally misled into switching to a business account under false pretenses. The verbal commitment made by ADTs representative was a deciding factor in my decision, and I relied on that promise in good faith.I am requesting the following resolution:Immediate termination of my ADT business accountWaiver of all early termination feesA formal investigation into the misrepresentation by ADT sales staffI am extremely disappointed in the manner in which this has been handled and feel that ADTs actions amount to a bait-and-switch tactic that targets small businesses and misleads customers.Please investigate this matter and ensure that ADT is held accountable for its failure to honor its verbal agreements and for misleading its customers.

  

  Business Response

  Date: 07/02/2025

  ADT has reviewed the customers account. We contacted the customer and was made aware that she originally agreed to a $43.99 monthly rate to switch the account to a business name. As a goodwill, we offered to update the billing to $43.99 a month. The originally residential account had a rate at $43.99 a month. The only thing that changed was the name on the account. The customer was satisfied with the resolution.

  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:06/19/2025

  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 called to cancel my contract 2 years ago and was talked into extending it for 2 more years. I have that written down. Unfortunately, I didnt count the months on the contract. I went by what the customer agent said. This is my sons house he is disabled and cant maintain the batteries required for the system. So its an unnecessary expense. He is on Social security and SSI. Im really hoping you can help us with this issue. Thank you.

  

  Business Response

  Date: 06/23/2025

  Upon review of the account,ADT is in agreement to release Ms. **** from the loyalty contract extension at no additional cost or termination charges. We contacted Ms. **** on Friday the 20th of June and left a detailed message. She replied on Sunday the 22nd leaving her password and authority to cancel the service on a voicemail. We sent her a confirmation along with legal disclosures regarding cancellation of the system. She accepted the resolution, and the account is closed effective July 1st, 2025. 

  Customer Answer

  Date: 06/23/2025

   
  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:06/19/2025

  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 was just installed by ADT today, 6/19/2025. I live in an apartment complex and wanted to provide the maintenance team with a security code, but I specifically wanted it for certain hours of the day for my security. I do not want maintenance to have access to my security system after 5-6;00 PM. In my humble opinion, I think this request is reasonable and should be included in ADTs basic system, especially being a SECURITY company. Unfortunately, I was told by one of ADTs representatives this is not a service they offer, and suggested he transfer me to the ADD ON department, which will cost me additional money. I am not asking for an extra motion sensor or camera, just a simple way to limit access to the maintenance team.

  Customer Answer

  Date: 06/25/2025

  After filling my initial complaint the following issues happened:
  
  1. A few days later I received a call from one of their representative
  by the name of ****, phone number *******************************. I
  have attempted to call him at least 5-6 times and consistently received
  his voicemail. He has yet to return my call. Also, I spoke to at 4 of
  his colleagues and they left messages for him to contact me and he still
  has not contacted me.
  
  2. After the camera was installed a few weeks later I noticed I received
  message camera needs to be charged. I only had it for a few days. I
  called ADT and was told I had to remove camera from base outside and
  take it into house to charge. I am a 62 year old woman and it was too
  tedious and complex for me to do. I asked if they have another camera
  that doesnt need to be charge weekly. I was told I had to talk with
  ****, who is difficult to get in touch with.
  
  At this point I am frustrated with ADT and would like for them to do one
  of two things:
  
  Replace the camera with one that is user friendly for senior citizens
  
  Or come and remove their entire system and refund me

  

  Business Response

  Date: 06/30/2025

  Upon review of the customers account, ********************** spoke to the customer, and she said ********************** can pick up the equipment since she is not good at charging the camera. The customer said she was told by our representative that it is not possible to add separate code programmed at different time. The customer agreed for a technician to come out to show her how to charge the doorbell camera. ADT also agreed to a 3-month credit. ADT scheduled a service call appointment for the customer on 7/2/2025.

  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.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:06/19/2025

  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 filing this complaint due to unauthorized charges made by ADT+ after I canceled my servicebefore installation was even completed on April 30 2025. Despite this early cancellation, the company continued to charge my account. I never signed a contract or agreed to any continued service, and I have been billed without my consent.Over the past three months, I have contacted the companys customer servicemore than 75 timesin an attempt to resolve this issue. Ive been promised callbacks from supervisors multiple times, yet no one has ever followed up. Every representative gives a different explanation, and not a single person has resolved the matter.Ultimately, I had to involve my bank to prevent further unauthorized withdrawals from my account. I believe the companys behavior is deceptive and potentially unlawful, this company refers to cancel my contract and come and pick up there equipment.

  

  Business Response

  Date: 06/26/2025

  ADT removed its equipment from Ms. Houses site on 6/24 and cancelled her account. ********************** is refunding one payment made for monitoring service. 

• Initial Complaint

  Date:06/18/2025

  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.

  I reactivated my adt I inform no auto pay March past illegally went into my account taken money out and I was credit for that incident I have been have issues with adt they left wires hanging out and the system not working they want to do a zoom and they never had my card number until I called mid morning to make an payment . ADT seen I made an payment and illegally took money out my account they never had my card until I made a full Payment Supervisor ******* stated look I was credit money back in February and look you owe money I am not satisfied with this service to illegally use my card the employee who turn the suit pay on after corporate disable needs to be fired

  

  Business Response

  Date: 06/27/2025

  Upon review of the account,there is no evidence that ADT has taken money without authority. The customers account is ***** days past due now with a $108.26 balance. The last payment for $53.13 was made on 6/17/25, prior to that the last payment was in March of 2025. Weve contacted the customer several times via phone and left detailed messages. To date were not received a response. 

• Initial Complaint

  Date:06/18/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I attempted to cancel our ADT service by calling their customer service multiple times. To our surprise, the representatives refused to provide the official cancellation phone number. Instead, we were repeatedly told to ****** it.This is not only unprofessional its potentially dangerous and irresponsible. As a large corporation handling security services, ADT should provide accurate and direct information for customers seeking to cancel their service. ************************* customers to search online for such sensitive actions exposes them to serious risks, including scams and phishing attempts.Had we been misled by a fraudulent website a very real possibility who would take responsibility for the financial loss or personal data exposure? Would ADT cover the damages if we were hacked due to their advices or failure to provide basic customer service?We believe this practice is deceptive, potentially negligent, and may violate consumer protection laws. At minimum, it reflects a disregard for customer safety and transparency. We are urging ADT to change its cancellation process and ensure its agents are trained to provide accurate information without pushing customers into risky online behavior.This issue is serious enough to warrant the attention of consumer protection agencies and lawmakers. Companies should not be allowed to create barriers to cancellation or offload their responsibility onto the customer in such a hazardous way.

  

  Business Response

  Date: 06/25/2025

  ADT has reviewed the customers account. We contacted the customer and has confirmed cancellation of the account on 06/18/2024. We apologized for the recent customer service experience and a coaching email was sent.

• Initial Complaint

  Date:06/18/2025

  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.

  Purchased a new home alarm system 7 months ago. Contacted ADT immediately about equipment issues and false alarms sounding off. New technician came out and advised it was installed incorrectly and had to come back to reinstall. One keypad had not worked since it was installed on day one. The new technician attempted to fix it both times he was here and could not. He advised it needed to be replaced. He contacted his manager and I was told a new keypad would be delivered. It never arrived. I repeatedly questioned and got multiple different answers. They delayed answering me for weeks. Now, since they delayed this over 90 days, they tell me I have to pay for the new keypad because it is out of the 90 day warranty. Since then, we have had issues with other equipment as well. This keypad hasn't worked since day one. I have relentlessly attempted to get it replaced and they conveniently delayed beyond their 90 day policy. This is not right!

  

  Business Response

  Date: 07/02/2025

  ADT had a service appointment scheduled for 7/1, we show that the touchscreen was replaced and also that a smoke was installed. We show that a smoke/CO needs to be sent to the home, or a tech needs to return with one. We will follow up with the customer to finalize a resolution.

  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:06/18/2025

  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.

  After getting into the contract i felt there were hidden charges. I kept calling to the customer service to see the contract and check for the fee.after hours on adt , instead of sending me a copy of contract, They would never send me the till now . Now when the equipment doesnt work i have to be online for hours to get a technician scheduled and later the technician doesnt even come on time . The system isnt working from past one week and i will be billed for every single day of the month. The whole day they kept me waiting at home for service and i dint take my kids to even their regular activities the service / technician hasnt come the whole day

  

  Business Response

  Date: 06/19/2025

  ADT scheduled a service call for 12/18/2025 and has repaired the base.  The customer has confirmed that the system is working properly.  We have applied a 1-month credit in the amount of $35.00 to the customers account.