Complaints

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:04/24/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/5/24 is the month I closed on my home moved in the following weekend. Xavier Webb was at my home on the following week. He then explanied to me he was an ADT agent, he nver mentioned he was employed with Carolina Smart Home as an independent agent.
  
  Xavier Webb promised me first 3 months free as he stated he knows it's hard when starting out with a new home being a single mom, he then also siad that I would received a rebate towards the account, neither happened. Xavier Webb gave me an reference to call and I did. He told me he was no longer with the security company due to expected fraud with the information given and things that was promised was not given and price as well.
  
  I called to cancel through ADT and they informed me that I had to call Carolina Smart Home and tranfered me. However no one would answer and I left a message, I called three more times and no answer and left a message. When the company did contact me it was after the allowed three days and stated they couldn't find my voice mails. I called Xaiver with the matter and he stated he would get it canceled and send someone to get the equitment, none of this has been done and I then found out they put over $2000 on my credit report and when I tried calling back no one would not take my calls.
  
  I just wont this off my credit they can come and get the equitment. I did my due diligence by calling and canceling withing the three days, I called and explained everything the the Sales person Xaiver Webb, when asked for corporate they took my complaint but no action.
  
  The customer service was rude by telling me if I couldn't afford it I should not have gotten the service and stop expecting something for nothing and I will pay the bill or they would ruine my credit, this is when I called Xavier Webb and stated I no longer wont the service and why, he stated he would take care of it. He did not and will not take my calls since November.

  Business Response

  Date: 04/28/2025

  Carolina Smart Home is an authorized ADT dealer, and the sales representative is employed by us. We have no record of any cancellation requests made within the required three-day period. I have attached a copy of the cancellation notice, which clearly states that cancellation must be requested by November 14, 2024.
  Our first record of a cancellation call was received on November 19, 2024, five days after the penalty-free cancellation deadline. Our staff has thoroughly reviewed all incoming and outgoing calls and found no record of any calls made during the three-day period, nor any indication that our staff made the claims mentioned.
  In a call recorded on November 22, 2024, the customer used profanity toward our agent upon being informed of the agreement, which led to the call being terminated. During a subsequent call on November 26, 2024, the customer was again informed of the agreement and advised that canceling the account would result in the debt being turned over to collections. The customer admitted to not having read the agreement.
  We requested the customer to provide any screenshots or documentation confirming that the cancellation was requested within the three-day period, but we never received any such evidence. A rebate check was initially planned for the customer, but it was stopped upon the cancellation request.
  Therefore, we are unable to overturn the collections process, as the cancellation request was made outside of the stipulated three-day period.

  Customer Answer

  Date: 04/29/2025

  I am rejecting this response because:

  I called on the 13th and left a message, no one called back until the 14th Of Novemeber and that's when the receptionist got very nasty with me telling me I will pay the bill or they will ruine my credit, she also stated if I couldn't afford it I should haver gotten the serivce. I then called Xavier the same day and he stated he will take care of the matter. I was also call him on these days as well and no answer until after the 13th. This is how they get their customer to pay by not contatcting them till after the 3 day cancelation period.

  I have attached an where they have an 6 month cancelation period if I'm not satisfied, I'm not a satified customer at all. 

  This is fraud and they should be held accountable for their actions.

  Sincerely,

  Taroslynn ******

  Business Response

  Date: 04/29/2025

  We've carefully reviewed our system for any call recordings, voicemails, or call logs pertaining to November 13th but show no records of any calls. Our initial account notes begin on November 19th, following a voicemail from the customer requesting cancellation which we can provide as well.
  As highlighted in the signed contract, the dedicated phone number for handling cancellations is clearly specified. This number belongs to ADT, and their records also indicate no calls received until November 19th. While our office can indeed process cancellation requests received directly, the procedure outlined in the contract serves as our standard protocol.
  Should you possess any documentation related to your cancellation request, we would gladly examine it. Please feel free to forward any such documents to [email protected].
  Concerning the 6-month money-back guarantee, the complete terms and conditions are included as an attachment. This guarantee is applicable to unresolved service or installation issues after three valid attempts to rectify them. In this situation, our understanding is that the decision to change providers occurred after the installation was complete and the initial 3-day notification period had passed, which would not align with the terms of the guarantee.

  Customer Answer

  Date: 05/06/2025

  I have transfered my account to the actual ADT company itself, they stated Carolina Smart Home should request and delet my account and take the balance off my credit report. Instalation is on 5/10/25.

  Business Response

  Date: 05/08/2025

  We have reviewed the documents and account status with ADT, at this time the new account is pending activation for 05/10/2025. Once the new account is active, we will remove the account from collections. Please allow 24-48 hours to update.

  Business Response

  Date: 05/13/2025

  We have spoken with ADT and confirmed the service ticket for install has been rescheduled  for 5/14/25. Once the installation is complete, we will submit the request to the collections company to remove the balance. Thank you!

  Customer Answer

  Date: 05/14/2025

  The installation has been completed. 

• Initial Complaint

  Date:03/04/2025

  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.

  This company falsely presents itself as ADT when they are actually a third-party dealer. The sales rep was misleading and never disclosed the real company name. They charged $3,900 for equipment that can be purchased at Lowe’s for a fraction of the price. They quickly brought the equipment to my home but couldn’t complete the install due to internet issues. However, they never mentioned that after three days, they wouldn’t take it back—likely part of their strategy to trap customers.
  
  The salesperson even had my child’s father sign the contract but used my card information for billing without properly informing me. I’ve filed complaints with the BBB and SC Consumer Affairs due to their dishonest sales tactics. As a new homeowner and a mother currently at the hospital with my son awaiting a heart transplant, I feel completely taken advantage of. This company preys on families and should not be trusted for security services.
  
  Stay away and do your research before signing anything! Cancel the pending charge for 3900 and pick up equipment that’s still in boxes on kitchen counter. That’s why they was so adamant about getting the equipment inside of our home even though they knew the installation couldn’t be completed until the internet was hooked up. Their selling tactics is very predatory and untrue.

  Business Response

  Date: 03/11/2025

  We are partnered with ADT and one of their Authorized Dealers in this region. We pride ourselves on customer service and experience.  This is the first we have heard of a complaint. On March 3rd, we had an appointment for the installation of the cameras, at that time we found out that they did not have internet. Unfortunately, the cameras require internet connection for streaming and storage. However, the security system itself is still monitored and working without the internet. Regarding the equipment, while similar products may be found at other retailers, ours integrates with the security system, is monitored 24/7, has a warranty, and includes professional installation which is all included in the cost. We have reached out to the account holder but were not informed of any complaints. We did advise that once the internet is connected please call or text and we will schedule a service appointment to connect the cameras at no cost. If you do not wish to keep the cameras, we are happy to discuss options. Everything that was discussed was signed and agreed upon the services. Again, we are happy to assist and ensure satisfaction but kindly request that we are communicated with for any concerns to have the opportunity for resolution. 

  Customer Answer

  Date: 03/12/2025

   I am rejecting this response because:
  
  This business is not being honest. I notified him via text message on 2/14 that if the cameras were not installed we were no longer interested. He tried hurry and schedule the installation even thought I could not accommodate the requested installation time I waiting at my home until the time he advised he would come and no one showed up. After texting him about it he said we kept rescheduling and that was not true. We initially asked them to come 2/21 because that’s where the internet had to be turned on. They never showed up. We had to call them to schedule the installation over. His selling practice is predatory. He never mentioned we were being charged 3900 for equipment in which we NEVER would have agreed to. He also said our home had adt in which it didn’t that was a LIE. After telling him we were not interested and were cancelling the service he tried to scare us into keeping the service by now saying we’re responsible for the equipment. We are not interested in 3rd party security. He is not a trustworthy salesman. We also have a NO SOLICITATION sign on the front door by the doorbell he should have never even spoken to anyone with seeing that notice. All we’re asking if for them to pick up their equipment and remove the 3900 balance. He Al NEVER mentioned that after 3 days the equipment was our responsibility which is why they rushed to place he cameras in our home even though they couldn’t be installed until 2 weeks later. I have included our text message chain. He also over charged me and advised that he was issuing a check for 69.00 in which I NEVER received either. This business is not practicing good business practices at all! Their practices are very predatory and untruthful. He presented himself as ADT not a subsidiary which is false!
  
  Sincerely,
  
  
  
  Dyketia G****

  Business Response

  Date: 03/18/2025

  We are actively working with the customer to reach a resolution. At this time, the financing is in the process of being canceled. We kindly request until the end of the week to finalize everything and ensure a satisfactory outcome for all parties involved.

  Customer Answer

  Date: 03/18/2025

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID 23017211, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  Dyketia G****

• Initial Complaint

  Date:11/22/2024

  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.

  On 13 NOV I signed an ADT contract for home security system. The sales manager that was at my home told me that I would have 3 days from installation to cancel the contract and get a refund for the installation and equipment which is approximately $160. The installation occurred on Saturday 16 NOV. I called the number on the contract to cancel on the 17th but since it was Sunday, I was not able to get assistance. I called back around noon on Monday 18 NOV and requested cancellation. Was told the cancellation was submitted and I would have someone reach out to me to come get equipment within 3 days. I got a case # from the person on the phone just for record keeping. Today, 21 NOV, I get a call from the Carolina Smart Home office manager telling me that I'm outside of the cancellation period. When I tried to push back and tell him that I was given other information by the sales manager and that I had been told by the corporate office that my cancellation was already done, he constantly cut me off and began speaking to me very rudely. When he asked what my problem with the system was, I told him that I am a veteran and that having that system has upped my anxiety a lot and it makes me very uncomfortable, he made a sarcastic remark about my service. The sales manager that sold me the system was sending me non-ADT related text messages and sent me a picture of her in a flirtatious way to get me to respond to her calls/texts. Then once she found out I was trying to cancel the service, she blocked me so I could not contact her to help me with this process. I lost my temper on the phone, and I shouldn't have but this is so frustrating. They won't return my calls and when I call ADT corporate, they just say it's not their problem; the account is with a 3rd party.

  Business Response

  Date: 12/04/2024

  We are currently in communication with the customer to work toward a resolution regarding this complaint. At this time, we have requested additional information from the consumer to conduct a thorough investigation.
  We will follow up with you once we have reviewed the information and reached a resolution.
  Thank you for your patience as we address this matter.