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

  
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  ADT Security Services, Inc.

  1811 N. University Avenue Ste.108 Lafayette, LA 70507

  

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:06/17/2025

  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 requested ADT to cancel services to my mothers house as my mother is deceased and the family has decided to have the property demolished. Although this request was made in May of this year, ADT has continued to draft the monthly fee from our bank account. I have not renewed any contract with ADT although they are insisting that there is a contract. My only conversations with them (other than the cancellation requests) took place several years ago when we initiated their service. I never contacted them again until I requested cancellation in May of this year. I need them to refund the funds that theyve taken since May 2025 and I am not obligated to pay a cancellation fee as there is no contract and there will be no property to service after demolition.

  

  Business Response

  Date: 06/24/2025

  ADT has waived the early contract termination charges as a goodwill.  This customer has been with ********************** for 11+ years.   Last payment of $40.22 is being refunded.  The home was being demolished.

• 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.

  I am writing a formal complaint against ADT/Safe Street regarding an extremely troubling and unethical experience, I had with **************************** associated third-party contractor, ************. Shortly after buying my new home as a single woman nearing 60, I was visited - uninvited and without an appointment by a male sales representative claiming to represent ADT. I never requested or consented to this visit. The man showed up unannounced at my front door and used high-pressure sales tactics to coerce me into purchasing a home security system that I did not ask for, do not need, and have found to be ineffective. As someone who has just moved was experiencing high levels of stress and anxiety and was trying to settle in a new home along, this experience was not only unsettling but deeply inappropriate. Hiring male sales agents to show up at women's homes, particularly single women without any prior outreach or permission is inexcusable. It raises serious concerns about safety, privacy, and professional ethics. Since installation, the systems have never worked as promised. I have made multiple attempts to reach customer service and technical support only to be passed between ADT and ************ in a frustrating cycle of finger-pointing. Emails have gone unanswered. Phone calls lead nowhere. I have made every reasonable effort to resolve this, yet I am being ignored. I dispute any charges or contracts associated with this transaction. I was misled, pressured, and deceived into signing up for a service under false pretenses. At no point did I initiate contact with ADT or request a home visit. I am requesting following: - Immediate cancellation of any agreement or account associated with this deceptive transaction. - Written confirmation that no further charges will be pursued and that my credit will not be affected. My goal is for ADT to take this opportunity to correct what was clearly has been a serious failure in customer care and ethical standards. Sincerely, ***** ****

  

  Business Response

  Date: 06/24/2025

  ADT has partnered with Safe Haven Security to assist in addressing the customers concerns. ********************** deeply apologized to Ms. **** for any frustration experienced with the ***************** Haven Security has attempted to reach Ms. **** directly leaving detailed voicemail messages but no response has been received. The account has cycled out of service for non-payment, and ADT has been explained to Ms. **** that the early termination fees are valid to the account and release of the agreement would not be warranted as the services were provided as detailed in the contract agreement. 

• Initial Complaint

  Date:06/17/2025

  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 technician , ****** ****, failed to identify that my alarm system was offline.I had an attempted break in at my home on 4-28-25, and my local police did not receive the signal to dispatch.I was home at the time my alarm went off, and stayed frozen until the thrives ran off, then I called the police.I was charged for the trip charge on 4-30-25, and technician ****** ****, failed to identify that my system was offline.On 5-16-25, I paid another technician a trip charge, who was able to identify that my system was offline, but ADT still has not provided answers as to why the police was not dispatched.

  

  Business Response

  Date: 06/20/2025

  ADT has reviewed the account the account and found that the customer does have battery coverage included in her maintenance plan however an assessment fee would still be charged. We explained an assessment fee is applied to all service calls scheduled. We have spoken with the customer and explained our maintenance plan. We have waived one service fee she was assessed as a goodwill. Closing this case and no further action will be taken.

  Customer Answer

  Date: 06/20/2025

   
  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:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my service with ADT about a month ago and returned the equipment within the return window. I was told that my contract would be canceled, I would receive a full refund, and I would not be charged again. However, I was just charged today for the full amount of the canceled contract. I want my full refund back.

  

  Business Response

  Date: 06/19/2025

  The ADT account is closed.  The customer has received a full refund, $600.72 was the total refund amount.

  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,
  
  Huajing *****

• 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.

  I contacted ADT on June 4th because our app was not workingbasically our gateway was no longer connecting. The service technician did a virtual call and said our system was old and broken and then we would need to pay for a new system. I told him that we didnt want to pay for a new system and works rather just cancel. We are way past the end of our contracthe said he had to transfer me. The call disconnected. I used a chat the next day and after going around and around, they said I had to call. I called on June 16th and was left on hold and then it disconnected after someone picked upcalled back and after waiting on hold for another long stretch that person said they couldnt do the cancellation. She said she would transfer to the cancellation department but it would be a 75 minute wait. She said they could call me back instead of me waiting. Then no one called back.

  

  Business Response

  Date: 06/27/2025

  We reached out to the customer and apologized for any frustration or inconvenience endured with the service. After review of the account, we explained we can assist with cancellation, but we can also assist with getting the customer a discounted upgrade. The customer declined and stated they have their own security. We obtained the verbal password and read the cancellation policy to the customer. After further review, we explained we have agreed to waive the 30-day notice, which the account would completely cancel within 24-hours and no longer be monitored. The account is completely cancelled effective 06/26/2025.We explained the unused monitoring fees will be refunded back to the payment method within 7-10 business day in the amount of $74.59. We explained the account reflects a zero balance and nothing further is owed. We explained the power down procedures, which the customer informed theyre out of town and will call back if needs assistance when at the home. The customer is satisfied with the resolution. No further action taken. 

  Customer Answer

  Date: 07/11/2025

  While ADT did call and say that the service was cancelled, they attempted to still charge the card on file and have sent emails saying that the accounts payment were declined (I preemptively called our credit card to have them blocked since I have read and heard from others that ADT is known for telling you the service is cancelled and then still charging you and giving the run around to get the money credited back. It is really upsetting that even though we have been customers for over ************************************************ wish we never supported them. I do not understand how they get away with trapping people and continuing to charge them even after it was asked to cancel the service.  I appreciate the help of the BBB.

• Initial Complaint

  Date:06/16/2025

  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 had 2 fraudulent charges pulled from my account by ********************************************* SER. We have never had a business with them nor do we plan on it. And they made 2 big fraudulent charges that are hurting my family and I as we do live paycheck to paycheck and charges like this puts us in a spot where we are facing not only late penalties but hardships as well.

  

  Business Response

  Date: 06/18/2025

  We were unable to locate any account information with the information provided. Please provide any identifying information that you may have.

• Initial Complaint

  Date:06/16/2025

  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.

  I contacted ADT consumer service on 06/15/2025 regarding an issue with my cameras. I was told that a technician would be out today 06/16/2025. No technician showed but I received a virtual call. Then when I reached out to see why a technician did not show up I was told that there were some fees associated with the service call. Something that was not previously disclosed. So I asked to speak to a supervisor and was told none was available. I ended the call and called back and spoke with a representative that told me something completely different from the previous representative. I can not seem to get a direct answer as it pertains to having my issue with my cameras resolved. I have been a consistent customer for years.

  

  Business Response

  Date: 06/25/2025

  ADT reviewed the customers account and found notes stating the customer had changed their Wi-Fi. Changes to Wi-Fi are not covered under the maintenance plan and incur full service charges. ADT scheduled a virtual technician visit that is free of charge to assist the customer reconnecting their cameras to avoid service charges. Their contract specifies what is covered by the maintenance plan and explains service charges.
  
  We attempted to contact the customer on 6/19/2025 and 6/20/2025 and left voicemails. They initially left a voicemail, and we returned their call and left another message. We have not received any returned correspondence since. Per the terms of their contract,service charges are valid and would apply. We are happy to discuss options should the customer reach out to us. 

• Initial Complaint

  Date:06/16/2025

  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 cancelled them out, the alarm system. I have a new system in now. They sent me a bill telling me that I owed them $893.00 for the equipment that is in my home. I explained to them that I can&#**;t use the equipment because I have someone else monitoring my home. They said I signed a contract and I&#**;m still responsible for this. They sent me a contract but the signature looks scribbled on the contract. I didn&#**;t sign anything. They are saying that the equipment is mine and they don&#**;t want it back. I can&#**;t use it. I would like for them to come get their equipment and to not pay for something that I don&#**;t use or need.

  

  Business Response

  Date: 06/24/2025

  ADT has reviewed the customers account. We contacted the customer, and he stated he didnt sign the contract. We reviewed the sales call from 09/21/2021. The customer reached out to ********************** to get a quote on equipment. He was quoted $1229, and the payment was broken up into 60 payments. During the call, the customer was emailed a ******** agreement to sign. The customer signed the agreement during the call.He selected the adopt to sign option.  The customer stated it didnt look like his signature. He was advised it is an electronic signature that he adopted.   We emailed the customer a copy of the contract. As a goodwill, we offered to discount 50% off the early cancellation fees. We issued a credit to the account in the amount of $387.55. The remaining balance due is $387.55.

• Initial Complaint

  Date:06/16/2025

  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.

  ADT accessed our checking account via debit card information without notification. Terms were agreed upon to roll over balances and to continue monthly payments. The billing department ignored said agreement and proceeded in taking funds causing a hardship to our finances. This was taken on or about June 13, 2025. This caused us to utilize our savings thereby jeopardizing our livelihood. This not the first time ADT has done this in April 2025 they took $2400.00 that we had to fight to get back. This company could easily bankrupt a family through their unethical billing (taking funds) practices.

  

  Business Response

  Date: 06/26/2025

  ADT has reviewed the account and see tha the two refund checks have been processed and mailed to the customer.  ********************** is currently working to ensure the billing is correct and we will need additonal time to continue our investigation. 

  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:06/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a horrid experience with ADT. This is my second BBB complaint towards the company. Initially they messed up my account with an inaccurate past due balance in which I was speaking with **** from customer relations to resolve the issue. Instead of him resolving the issue, he sent my account to collections that has damaged my credit report while in the middle of a home refinance. I called ADT to resolve the issue in which I spoke to ***** in Sales Reinstatement where he assured me the full balance would be removed and the collections account removed from me IF I reinstated ADT service and go back to my normal billing. Please listen to the recorded call on 6/6/2025 where I spoke to ***** and he told me I would have NO BALANCE and would start ADT fresh on a clean slate. An ADT tech came and reinstated services and instead I started receiving several calls from ADT that I owe a 2k+ balance!!! The tech that came assured me that his manager would be calling acct maintenance to remove me from collections. Every single person I spoke to was unhelpful and did nothing. I have gotten multiple calls and not one person can do a thing for me. I spoke to ****** in customer relations who is now saying that ***** who reinstated my services told me the wrong thing and the only way to remove me off collections is to now pay $500??? None of the information I have gotten is consistent. So I basically am being told that I reinstated my services and signed a contract off of FALSE PRETENSES which is a complete consumer regulatory violation. I need this resolved ASAP: that means I need any report from ADT removed for me from collections for the TOTAL BALANCE and I need any balance with ADT removed so that I continue on a clean slate at my $70 a month without being harassed from several ADT call agents telling me I owe thousands of dollars.I need this resolved within the next 24 hours otherwise I WILL escalate to every channel necessary and email the CEO of the company .

  

  Business Response

  Date: 06/28/2025

  Upon review of the customers account and calls, ********************** did not find any clear commitment made to the customer where her previous $583.48 equipment balance would be waived. However, ADT did waive the $2692.46 Balance of Contract charge due to the service being reinstated. ADT also applied a $492.08 credit to the account for a previous offer made to the customer. ********************** spoke to the customer and made her aware. The customer made a payment today for $583.48, and once the payment is posted to the account, ********************** will submit a request to have the customers account pulled from the outside collection agency.