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:06/18/2025

  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.

  Subject: Complaint Regarding Unjust Billing and Cancellation Practices To whom it may concern,I am writing to formally express my frustration and disappointment with ADTs handling of my service cancellation and subsequent billing.I originally called to cancel my service on January 31st, and yet I continue to see charges on my credit card months later. When I reached out again today for clarification, I was told that a refund could not be issued because I allegedly did not call three months in advancea condition that was never made clear to me when I initiated the cancellation.This is not only unreasonable, but feels deliberately designed to make canceling difficult and prolong billing, even when a customer no longer uses the service. I was then informed that in order to dispute the charge, I would need to send a letter via physical mail, adding another unnecessary layer of inconvenience.This entire process has been needlessly complicated, and frankly feels like a way to discourage cancellations and avoid issuing refunds. As a customer, I feel manipulated and taken advantage of. It is unacceptable for a company of your size to treat customers this way.I demand that my account be fully canceled and all charges since January 31st be refunded immediately. I also expect written confirmation of the cancellation and refund.Regards, ********** *********

  

  Business Response

  Date: 06/19/2025

  Upon review of the account ********************** applied a credit of $430.87. The customer had recently paid $920.86 for the year of service. $833.89 was on the account in credit already. The $430.87 accounted for the remaining balance of service going back to January 31st, 2025, as requested. The total of $1264.76 was processed as a refund back to the clients **** card, theyll receive that in the next 3-5 business days. ADT also emailed the customer ************************ to provide the written confirmation they were seeking. 

• Initial Complaint

  Date:06/18/2025

  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 am no longer in contract with ADT and have been trying to cancel since April 9, 2025. I keep receiving past due bills from them. When I call they confirm my service is cancelled but continue to send me bills and call me telling me I have a past due balance. The billing department tells me that my service is not cancelled and transfers my call to multiple departments where I am again reassured that my service is cancelled as of April 9, 2025. I have spoken to account management multiple times and every time I am told the same thing, that the cancellation will be processed within 30 days. It has not been 60 days and they continue to process my cancellation with no success apparently. They also keep telling me that I will receive confirmation via email and mail that my account is cancelled but they have never sent me anything other than bills with a past due balance. I know fear that they will continue to charge me and be sent to collections.

  

  Business Response

  Date: 06/24/2025

  ADT reviewed the customers account and found record they called on 4/9/2025 to cancel service. We determined the cancelation request was not processed correctly. Per the notes for cancelation, we canceled and backdated the customers account.
  
  We contacted the customer on 6/19/2025 and 6/20/2025 and there was no answer. We left voicemails and have not received any returned correspondence. We verified that our cancelation fully processed, and the account is fully satisfied with no further monies owed.

• Initial Complaint

  Date:06/18/2025

  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.

  Salesman was dishonest about systems capabilities. When calling customer service to return the system we got transferred multiple times and ultimately hung up on. Finally, after the 30 day window to cancel, we were able to speak to customer service. After telling them about the inability to connect to an agent and the dishonest salesman, they said we cant return the system because were past the 30 day window. They even said theres no record of our multiple phone calls. They also must have purposefully set our code word wrong because we are 100% sure what we told them. Now we own a system we cant even use with no security.

  

  Business Response

  Date: 06/26/2025

  ADT has reviewed the customers account. We reviewed the call from 06/01 and 06/03. The customer reached out to ********************** to cancel the account or have the correct system sent to him. We contacted the customer and made aware that we are honoring the 30 day cancellation. We submitted a cancellation request and is in the process of sending the customer a return shipping label. Once the equipment is received,we will submit a full refund.

• Initial Complaint

  Date:06/18/2025

  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.

  Complaint Against: ADT Security Services Nature of Complaint:Unauthorized charges for equipment after relocation and failure to resolve ********** Complaint:I am filing this complaint due to ongoing and unresolved billing issues with ************************* July 2024, I moved to a new residence and contacted ADT to transfer my service. During this process, I was explicitly told by an ADT representative that I could not bring my existing cameras to the new address and that I would not be charged for the old camera equipment going forward.Despite this, I have continued to be billed for the old cameras that I neither possess nor use. I relied on the verbal assurance provided by the ADT representative and moved forward in good faith.Over the past several months, I have spent more than 10 hours on the phone with ADT representatives in an effort to resolve this. I have been given conflicting information, transferred repeatedly between departments, and have yet to receive any clear resolution.I submitted a formal written request to ADT over two weeks ago requesting: A full refund of all camera equipment charges billed after my relocation date of July 1, 2024 Written confirmation that I will no longer be charged for equipment I was told would be deactivated I have received no response to date.Resolution Sought: A full refund of all improperly billed charges for the old camera equipment after July 1, 2024 ***************** that billing for this equipment will cease immediately An acknowledgment and apology for the misrepresentation and failure to resolve this issue despite repeated contact

  

  Business Response

  Date: 06/30/2025

  ADT has reviewed this concern and spoken with Ms. ******** No indication that Ms. ******* was promised the remaining equipment to cost for her previous site would be waived and per the terms of ******************** agreement, the equipment must be paid in ******* a courtesy, ADT has waived the remaining 7 months of the cost. No refund is due for the previous years charges. 

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23488112
  
  I am rejecting this response because: 

  Hi *****,

  I am following up on a formal complaint against ADT Security Services regarding unauthorized charges to my account, misrepresentation by their customer service representatives, and refusal to provide access to call recordings that are central to my dispute.

  While relocating due to health concerns, I called ADT to cancel service at my previous address. During that call, I was clearly informed that my service and equiptment payments would be canceled and I would not incur any further charges. Despite this, ADT continued to charge me without my consent.

  When I contacted ADT to dispute these charges and requested a copy of the call where I was allegedly misinformed, I was told the call was "redacted." I was told this by ****** from ADT on 6/27/25 at 3:45 PM. I find this highly suspicious and believe ADT is intentionally withholding the recording because it would confirm that their representative provided false or misleading information. The representative I spoke with admitted this kind of situation is a "very common occurrence," which makes it even more troubling.

  While the representative offered to cancel future payments, he refused to refund the past charges, which were made under false pretenses. This practice is deceptive and unacceptable. I believe I was misled, overcharged, and denied access to proof that could support my claim.

  I respectfully request the BBBs assistance in securing a full refund for all unauthorized charges, and in holding ADT accountable for what I believe to be unethical and potentially fraudulent behavior.

  
  

  _____________________

  
  

  
  

  Blessings,

  
  

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

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

  

  Business Response

  Date: 07/08/2025

  Per the terms of ******************* agreement, the equipment must be paid in full. As a courtesy,ADT has waived the remaining 7 months of the cost. No refund is due for the previous years charges.

  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:06/18/2025

  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 had ADT services at my home in **************. I moved away in February 2023. I called ADT numerous times to cancel my services so I didn't have to pay anymore for services I don't use. They told me that I was under contract until October 2024 and if I wanted to cancel then I would have to pay out a lump sum.I told them that I will continue paying on the contract until it is complete and that once it it complete I want the entire relationship terminated. They told me that would be fine and I would not have to call back. I have called ADT in 2023 and 2024 talking about this situation and receiving the same answer. Fast forward to 2025, I finally receive a bill in the mail that says my account is past due and that I owe over $200. I call and try to explain my situation and assume that I received help from ADT. But, I continue receiving bills. I call once more and finally get some answers, the gentleman I spoke to said that they would credit my account, almost the entire amount owed. I would just have to pay 35 to terminate. Not ideal as I dont want to pay anything at all but I am completely done working with this company where nothing ever gets completed, it's mentally exhausting beyond belief. Turns out I don't receive a confirmation letter and I received another bill. I call again, and no one seems to be able to help me or see in the notes that I was supposed to be credited on my account, per the last conversation I had, just a week prior. This company is beyond lost, I highly recommend that anyone looking for a security service, to go elsewhere. ADT is full of incompetent and contradicting people.

  

  Business Response

  Date: 06/19/2025

  We were able to speak with Mr. ******** regarding his concern. We waived the full remaining balance of $287.92 and emailed him a confirmation.

• Initial Complaint

  Date:06/17/2025

  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.

  We were paying for monitoring of our walk-in cooler and freezer; however when my wife walked in on Monday 6/9/25 she found that all of the frozen goods in our freezer were melted. (Ice cream, ice cream cakes, frozen cakes for ice cream cakes, prepared cookie dough, ice-cream mix, cookie dough for mix-ins; etc) We did not receive a call, a notification that there was a high temp warning in the freezer, which we should have. I called ADT to report the issue and they stated that they did not receive a signal to alert them. They scheduled a tech to come out on 6/11/25.The tech they sent out was here for nearly 1.5 hours and appeared to be incompetent, as he had no idea as to what he was doing. He called someone about 3-4 times, then told us that they no longer service the temp probes, nor do they have them and are unable to replace them. Less than 30 minutes after the tech left, the alarm starting blaring, 15 minutes later we receive a call from ADT's monitoring center when ****** advised that they got a high temp warning from our cooler sensor and freezer sensor. I advised that the tech had left shortly prior to the alarm going off, that I could not shut the noise off and I had to cut the wires. She transferred me to another person to schedule another tech visit for the next day. I explained to ****** what happened, that I cut the wires to shut the alarm off for the cooler and freezer and that I would not pay, and that I wanted reimbursement for the spoiled product. I also advised that I did not want the same inept tech to com out. He scheduled a tech and transferred me to billing for assistance; however that department was already closed.I called again on 6/16/25 to request the information to whom I should submit a loss report, spent over an hour on the phone, was transferred several times without a resolution. One rep name **** assured me he was going to help; however he refused to provide me with his last initial and said he did not have one.

  

  Business Response

  Date: 06/27/2025

  ADT has reviewed the customers account.  We contacted the customer, and he advised the temperature sensor didnt alert ADT which caused damages. We emailed the customer a document on submitting a damage claim for reimbursement.  We attempted to follow up with the customer by phone on 06/25 and 06/26 with no response back.

• Initial Complaint

  Date:06/17/2025

  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.

  This is an ethical issue because I stopped payment with these company in December. I got a bill for $461.75 in April and spoke with a girl from ADT about the bill and amount owed. I told her I should have called, but there was no way they were monitoring my account because they had no idea that it was no longer hooked up, and I was not paying the billed amount. We agreed on 2 payments of $115.58. I paid the first payment that same day and the payment went through on April 12, 2025. Five days later they were calling about the bill and wanting $325.75. My husband talked to a female who wrote off the other $115.58 and told him our account was taken care of, and we would no longer receive calls from them after May 4, 2025. They then sent it to their in-house collection agency and after contacting both places we were told that neither one could take the amount off our account. I talked to ***** from ADT today, June 17, 2025, and he could see the information, who I have talked to and said once it was in collections there is nothing they could do. Even though it is their own in*-house collection agency. I am disputing this balance, and it is in their records that show the conversation and agreements that they are not now honoring. I would like my account adjusted, my credit repaired, and a notice on their score with the Better Business Bureau of bad business practices. If it goes to court, then I will put money into a lawyer to dispute it. I am not paying them what I do not owe them. My account with them was terminated in December and they were not monitoring my system and not servicing my account.

  

  Business Response

  Date: 06/24/2025

  We were able to speak with Mrs.  ****** regarding her concern. We agreed to waive the final balance of $241.75 and notified the collection agency to cease contact with *********** We emailed her a confirmation.

• Initial Complaint

  Date:06/17/2025

  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 claims an agreement between Protection 1 in November 2023 allows them to charge me $750 for cancellation fees.Feb 2025 ADT notified me an agreement I had with Protection 1 (P1) for lifetime free battery replacement was canceled (attachment). I spoke to **** ****** at ADT (on a recorded line Feb 5 from 3:30 to 4:24 CST) about the issue. I told **** when ADT bought Protection 1 "you don't simply get the silk purses, you also get the sows ear". ADT did not honor an agreement a P1 General Manager (top executive at his branch) made.Nov P1 agreement. I spoke to a woman on a recorded line. I stated "I'm 71 years old - if I have to move because I can no longer live in my home will I have to pay a cancellation fee"? She said "No Mr ****** we are not like that and would not do that". "You could cancel at no charge". I challenge ADT to review the recorded line. I sold my home in May 2025 and canceled. I researched "Can a company enforce a contract on a consumer to pay a cancellation fee for moving before the agreement time" AI provided the following: "Actual Damages: While a company might argue that the fee represents lost profits, the actual damages can be difficult to prove. A court or arbitrator will consider whether the fee is a reasonable estimate of the anticipated or actual loss caused by the breach. " I called to cancel on 6-2-25 was on the phone for 42 minutes (7:00 to 7:42 CST). 2nd call was on the phone 1 hour 25 minutes (8 to 9:25 CST). A recorded line. Had to talk to:**** **** ***** ******* acct mgr ***** Mgr Spoke to ***** 20 minutes he said "Mr ****** your service is canceled and you owe nothing. I have fixed it in the system. You have no balance and no payment due and are good to go" I said "are you sure" and ***** said "Yes ***** So, why does ADT not honor the word of *****? Is what ***** told me not binding? I challenge ADT to listen to the recorded line and dispute this. I want ADT to cancel the $750 charge.

  

  Business Response

  Date: 06/18/2025

  We were able to speak with Mr. ****** regarding his concern, we agreed to waive the cancellation fee amount of $757.82. We emailed him a confirmation.

  Customer Answer

  Date: 06/18/2025

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

• Initial Complaint

  Date:06/17/2025

  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.

  My husband and I bought a house at ********************************************************************************. The previous owner had ADT security system. Contacting ADT we requested this security system be shut off, several times and ADT refused, stating that the previous owner would have to contact them. We explained the previous owner had died and that we bought the house from his son. ADT stated that son would have to contact them, which the son explained to us that he had already requested it be shut down on the date of the title transfer to us, May 9. ADT continues to monitor our house anyway. We feel we are being hijacked by ADT, who refuses to give us anymore information. They even sent a sales *** to out home to try to sell us on their system. ADT refuses to leave our home and won't tell us when this service will end. ADT is out of control and has hijacked our home.

  

  Business Response

  Date: 06/18/2025

  
  ADT spoke with Ms. ******** and verified that ADT is no longer monitoring the account at ****************

  Customer Answer

  Date: 06/19/2025

   
  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:06/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May of this year I contacted ADT to add cameras to my existing system. A technician came out on 5/21/25 and explained the ADT cameras system and the ****** nest. I selected the adt camera system with the understanding from the technician that I would be able to monitor my property via the tv and mobile devices . On 5/28/25 the technician returned to install the cameras. I had to approve the payment before the technician would start to work. The cameras were installed and could be seen only on the tv. The technician stated that he needed help with the mobile devices and that he would arrange an appointment to complete the job. However, he insisted that I had to sign that the work was complete. I reluctantly signed because I was a senior in the house alone.I waited until May 30th and called adt. No one was informed that my work was incomplete. I was to wait for a call. Iof course I did not receive a call.I called on June3rd and spoke with Starinda 5:00pm, ***** 5:02, ******' (******) 5;31 pm, Jamiri (******) 5:31pm, Some claimed that they did not have an employee ID number. Was told Tati would get a call. Received a call from ****,ya T who tried to work remotely on the issue and was niot successful, She scheduled an appointment for June 9th for a technician to some out, Ten minutes latter she called and cancelled the appointment and that someone would contact me.. At 8:00 pm *****. called and tried to resolve the issue , She rescheduled an appointment for 6/9/25. stated that I would have to pay $59.00. I protested . They had been paid in full for an incomplete job. I was told to contact the account management **** which I did on June 4th.Tye on 6/4/25 the acct management depart stated that I would not be billed .I was billed $59.00. I called and spoke with **** who said that he would credit my acct. I called back and insisted that the money be placed on my credit card.I paid for the equipment. I want out of the monitoring contract.

  

  Business Response

  Date: 06/24/2025

  ADT reviewed the customers account and determined they are on a month-to-month contract term. They can cancel at any time with a 30-day notice of cancelation. We determined ADT serviced the system on 6/9/2025 and addressed the camera issue. We also verified ADT already placed a goodwill credit for the service charges on 6/17/2025 and refunded the customer as requested.
  
  We spoke to the customer,apologized, and provided our findings. They confirmed their issues were previously addressed and they wanted to share their experience. We offered a one-month credit toward their monitoring as a gesture of goodwill for the system not being at full functionality for 12 days. The credit was placed on 6/20/2025.