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:04/16/2025

  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.

  My husband and I bought our first house on February 6, 2025. The house we bought had a security system already existent in the home and we were told that because we used our realtor, ******* *******, that we would get a deal for the first year. No new equipment was ever installed in the home, the existent equipment was just turned on, other than the doorbell provided which simply never worked. I was confused when *** charged us $70 after a month of living there, but thought maybe it was a fee to turn the service back on. After being unsatisfied with their service, I decided to switch security systems. When I switched to a new security system, the new company came in and ripped the *** panel off of the wall(still connected) and *** did not call me, nor notify me that the panel had been tampered with. In the event that this was an intruder taking my security panel off of the wall, I would think it would be important to let me know. We had new cameras and a new panel installed with the new company and never received any correspondence from *** regarding missing sensors, tampering with the panel, anything. I called *** on March 18, 2025 and asked to cancel my service and explained the circumstances, where *** told me that it was actually through a 3rd party and not their company (which we were not notified of), but that they could begin the cancellation process. They transferred me to the 3rd party, who hung up. My husband was charged yet again for the *** security, which we no longer even have, so we made a call to *** since we believed we had cancelled the service. We were on hold for an extended period of time and then transferred and the phone was never answered. Theyre saying we owe $1800 in order to cancel the contract, yet we havent even had the system for 90 days and we didn't buy the equipment. The third party dealer will not even answer the phone. It is ridiculous for *** to make us jump through this many hoops, we will give back all equipment.

  Business Response

  Date: 04/16/2025

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  LVD
  ************
  ********************
  ******, WA 98404
  Please forward this on to the correct company.

  Business Response

  Date: 04/18/2025

  To Whom It May Concern,

  
  To follow up on the case filed by this customer. We have spoken with this customer, and they informed our office on 04/15/2025 that they would like to cancel the *** services. We notified they customer that we would ask to help resolve the issues with the doorbell camera. The customer stated that there was no need since they went with another service provider. We notified the customer that the cancellation request was outside of our 3-day cancellation policy and would be responsible for paying the early termination of 75% of the remaining balance of the alarm service contract. We spoke with the customer again on 04/16/2025 where another request to cancel the service was made. We again notified the customer that if they wish to cancel at this time we would ask for the 75 %balance on contract. The customer stated they dd not know we were an authorized dealer. We notified the customer that it does state on the first paid of the contract that we are an authorized dealer of ***. The customer was concerned because we did not contact the customer when they had the system removed from the property. We notified the customer that if the alarm is not armed it will not report to the dispatch station, and we do not call on tampered devices unless the system is armed. The customer was not pleased. At this time, we would ask the early termination fee of the contract of 75% of the remaining balance on contract to cancel the service. I've attached a blank contract to outline our cancellation policy and confirmation we notified this customer we are an authorized dealer of ***.
  
  All the best,

  Customer Answer

  Date: 04/18/2025

   
  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:04/02/2025

  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've filed a BBB complaint against ****** 24 (an authorized dealer of ***) also. *** has been contacted abut did not resolve this problem after being informed/involved. Appearently, it's general knowledge that Tmobile internet does not work with ADT's cameras. We were told after the install by the Secure 24 tech that installed the system and left with our ***************** not working. We've been without a doorbell for almost a year! ADT, once i contacted them sent an ADT tech out to our house. He walked in, looked at the Tmobile router, said "yearh it's not gonna work" and left. Secure 24's tech put in his notes that we said we were gonna "change" internet providers to accommodate ADT's system and that was a LIE! we've been with Tmobile for nearly 20 years and have no plans on switching. All parties knew before the install what internet provider we had. I've called *** and requested this service/contract be canceled because this isn't what we wanted and shouldnt be bullied to pay/keep a system that doesnt work for us. We've been fooled into this contract. ADT told me to call Secure 24 back. I called and talked with a *****, I guess a manager. He we nice but also didnt want to cancel contract saying ADT would "make" him come after us. I told him that this contract was entered under fraud, his tech shouldnt have never installed this system knowing it wouldnt work! ***** also admitted knowing there are problems with Tmobiles internet with their system. However, i called Tmobile and they instisted it works. They told me to make a separate line of 2.4ghz solely for the security system which i did. The doorbell rang once but stopped. still no camera. No tech has attempted this or came back out to help. They want me to stand at the panel or doorbell with a s**** driver etc. to attempt to fix. this is their job! Both companies knew this would not work and have us in a fruadulent contract to end up in collections or court. we want out of the contract and system removed!

  Business Response

  Date: 04/02/2025

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  LVD
  ************
  ********************
  ******, WA 98404
  Please forward this on to the correct company.

  Business Response

  Date: 04/07/2025

  To Whom It May Concern,
  
  To follow up on the case filed by this customer. We have spoken with the customer and advised that his doorbell camera has not worked since installation. When reviewing the account, we see the technician notated that the customer had ******** Wi-Fi and Notated the customer was going to switch providers. The customer stated he did not plan on switching providers and the tech notes are inaccurate. We notified the customer that ******** has issues with connecting to ****** products due to the not having a stable connection since the ** address. Per the customers notes the customer did not notify us until after the 90 days service window for us to further assist. We have advised the customer that either another router needs to be purchased, or Wi-Fi provider needs to be switched for the doorbell camera to work. The customer was not open to the options provided and requested to cancel the account. The account was already cancelled due to non-payments, but customer was advised since it's the issue with the Wi-Fi not connecting with the device and not the device itself early termination of the contract would result in 75% balance on contract of the remaining payments on the account. The customer was not pleased saying the system has not worked. We notified the customer that the rest of the system in the home works but the doorbell has not since the **** is the issue. At this time, we would ask the customer to pay the 75% BOC since the services at this time are cancelled for non-payment on the account.
  
  All the best,

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23145133
  
  I am rejecting this response because: Secure 24 obtained this contract through fraud and misrepresentation. paying full price for a service where you are receiving half or less than half isn't acceptable! Especially when you do not have the main component in which you wanted the system (cameras) haven't work since day one! Again, this contract was acquired through fraud. Note Secure 24 keeps negating the fact that they knew what internet provider we had before they even stepped onto our property. Anyone that has ever just called a security company knows the spill they give. They either asked you who your internet provider is and then they ask you how many doors , windows etc. you have or want monitored or vice versa which is what the conversation was when we reached out to Secure 24. They knew we had T-mobile internet. And as far as a 90 day period, they were informed day one via their own technicians notes. Secure 24 knew the day of install the doorbell/doorbell camera wasn't working as they have provided this info themselves in their rebuttal. I've called the main *** company and spoke with a lady named ****. She said the account will roll to them after a year and anything not done will be charged back to Secure 24. Again I spoke to a ***** at Secure 24, I believe he's a manager. He hasn't attempted to send another tech out to go back over the problem. There is a chance the first tech didn't install the camera system correctly, something could be broken within the door bell camera or the T-moblie system (as they have admitted several times that they knew didn't work with T-mobile) just doesn't work with their ADT system as *****/Secure 24 knew before tricking us into this bogus contract to get them paid!  If the tech didn't know that there was a  preconditioned problem he wouldn't have offered a $10 discount on the monthly bill because the camera/doorbell wasn't working. which was never applied to our bill! Paying the monthly bill is no problem. The fact the camera/doorbell hasn't worked since day one of install is the problem and Secure 24 hasn't done anything  to fix the problem but however, keeps blowing my phone up threatening me with collections. I'm gonna get on social media and see who else may have been a victim of Secure 24 suckering them into a contract when their internet doesn't work with their system plus do my own warning/negative reviews. This has put a huge damper on my wife and I purchasing our new home together. Plus lying on my wife saying we said we were going to change our internet provider when she has been with T-mobile 15 years before we married plus the 5 year we've been married. I know I can't be the only one that has fallen for this fraud/deception. Secure 24 isn't being transparent/truthful maybe talking via 3 way with **** from *** will help. She told me things Brain at Secure 24 sure as heck didn't.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/15/2025

  To Whom It May Concern,
  
  To follow up on the case filed by this customer again. We have spoken with the customer and advised that his doorbell camera has not worked since installation. When reviewing the account, we see the technician notated that the customer had ******** Wi-Fi and Notated the customer was going to switch providers. The customer stated he did not plan on switching providers and the tech notes are inaccurate. We notified the customer that ******** has issues with connecting to ****** products due to the not having a stable connection since the ** address. Per the customers notes the customer did not notify us until after the 90 days service window for us to further assist. We have advised the customer that either another router needs to be purchased, or Wi-Fi provider needs to be switched for the doorbell camera to work. The customer was not open to the options provided and requested to cancel the account. The account was already cancelled due to non-payments, but customer was advised since it's the issue with the Wi-Fi not connecting with the device and not the device itself early termination of the contract would result in 75% balance on contract of the remaining payments on the account. The customer was not pleased saying the system has not worked. We notified the customer that the rest of the system in the home works but the doorbell has not since the **** is the issue. At this time, we would ask the customer to pay the 75% BOC since the services at this time are cancelled for non-payment on the account.
  
  All the best,

• Initial Complaint

  Date:02/25/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up in February 2024 for 24 months with *** at ***** monthly. I called to cancel and pay them the 75% cancel fee of remainder of the 12 months service which is $539.91. They keep lying to me and trying to charge the full 24 month contract of over $1000 when I already was with them 12 months. I will pay the $539.91 I owe but not a ***** more

  Business Response

  Date: 02/25/2025

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  LVD
  ************
  ********************
  ******, WA 98404
  Please forward this on to the correct company.

  Business Response

  Date: 03/07/2025

  To Whom It May Concern,

  To follow up on the case filed by this customer. We have reviewed the account and see the wrong amount for the cancellation penalty was sent. We have adjusted and resent the invoice to the customer. Speaking with the customer they have paid the early termination fee of the contract; the account is now cancelled. The customer was pleased with the resolution.

  All the best,

• Initial Complaint

  Date:02/13/2025

  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 was l relocating for work, in the process of shopping for homes to move a third party vender of ADT shopped our information and was soliciting their services due to the fact they saw we were purchasing a home. So, he tried to sale us on the services he could provide, we listened but NEVER signed a BINDING contract. Let alone at this point we had already been doing business with ADT for **** and was NOT looking to get involved with any other company. After hearing what the third party vender could offer we wondered what could be done if we went directly to ADT. So we contacted ADT directly and once the associate got on the line we explained our situation, how we spoke to a third party vendor of ***'s and what he said he could offer. The associate told me that since I had already begun speaking to a third party vendor I will have to finish working with them because if he helps me then it would be infringement of their "Non Compete Clause." I advised him no contract was signed, but he insisted. With that (misleading information) being said we went back to the third party vendor to complete the process. Not knowing that once we completed the process with the vendor that it would be as if we were signing up with a fresh account instead of showing that we had been with ADT for 6 years already and give them the right to charge our credit card 1200+ dollars. Because then it looked as if we broke our obligations to ADT by signing with someone else. This lastest over 1 1/2 months just trying to get on the line with someone that could assist with the situation. After being placed on hold multiples times for hours at a time, being told we would receive a call from management multiple times which NEVER happened. I gave up!! But An associate later called to collect a debt on the home that we moved from and had services cancel a month prior on I took that opportunity to express my grievance because I felt I was mislead and charged something that they said they would not charge.

  Business Response

  Date: 02/13/2025

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  LVD
  ************
  ********************
  ******, WA 98404
  Please forward this on to the correct company.

  Business Response

  Date: 02/26/2025

  To Whom It May concern,

  To follow up on the case filed by this customer. We have looked into this issue and spoken with the customer. Speaking with the customer he notified our office that the corporate office stated the existing equipment charge he had for his previous account would roll over and would continue to pay. Our office was never made aware that the customer had additional equipment until well after the installation was completed on 12/28/2024. The customer verified that it was a corporate representative and not a member of our office. We have advised the customer to reach out to the corporate office at ************* to further discuss with them to help resolve this issue. 

  All the best,

• Initial Complaint

  Date:02/04/2025

  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 was persuaded to get ADT alarm in camera service, thinking it was directly through ADT, but ended up being a third-party. Regardless of this, I signed up for the program and have the installer come and set everything up two of the cameras installed that I paid forarent working due to the charger being faulty. I had to call four different times just to get two charger replacements, and the first time I received wrong chargers. Its been over a week and I still havent received the other chargers furthermore, my two slide or sensors that I paid for do not andcannot work with my slide doors so I havent been using my service since I started the contract. Its been less than a month and the is refusing to answer the phone except for one time where I was told I would have to pay a 75% restocking fee and theres nothing I do about it even though the service provided was faulty and they are forcing me to have them attempt to repair again and refusing to letme speak to a supervisor I feel as I got scammed and this business needs to get shut down.I have already removed all of the sellers products

  Business Response

  Date: 02/11/2025

  To Whom it May Concern,

   

  To follow up on the case filed by this customer. Speaking with the customer they sated they did not have the charging cables for the outdoor camera. Our office apologized and shipped the customer 2 new camera charging cables on 01/20/25. The customer stated they received the charging cables, but they were the wrong ones for the devices. The customer called back on 02/04/25 and notified our office that they would like to cancel the services. We advised the customer that if they would like to cancel, we would ask for 75% of the remaining balance owed on the contract. We advised that we would be more than happy to ship out the replacement chargers again. The customer stated they would not be paying the early termination fee. At this time, we would ask to reship the camera chargers with the correct cords. If the customer wishes to cancel at this time, we would ask for the early termination fee of 75% of the remaining balance on contract.

   

  All the best,

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22900141
  
  I am rejecting this response because:

  It wasnt just about the camera chargers, the two slide door sensors were NEVER installed on my slide doors and CAN NOT be installed unless adding layers of 3MM which would look horrible. 
  

  since the beginning of my contract Ive never received the agreed apon service. 
  

  the cancellation policy is only for 3 days which conveniently my phone calls were never answered. 
  

  your company is a scam and should be shut down.

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

• Initial Complaint

  Date:01/16/2025

  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.

  The company was notified of a fraudelent account and still sent it to collections which impacted my credit report. They are an affiliation to ***.

  Business Response

  Date: 12/30/2024

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  LVD
  ************
  ********************
  ******, WA 98404
  Please forward this on to the correct company.

  Customer Answer

  Date: 01/15/2025

  I do not see any follow-up action in the message.

  Business Response

  Date: 01/29/2025

  To Whom It May Concern,

   

  To follow up on the case filed by this customer. We have spoken with the customer numerous times about this issue. The installation for the services were on 10/28/2023. We did not get a call from this customer until 02/10/2024 stating the account was not set up by her and claimed fraud on the account. We advised this customer that they would need to file a fraud packet with the corporate office. The customer filed the fraud claim but the corporate office did not accept the case being as such. The account was cancelled due to nonpayment and was sent to collections.

   

  All the best,

  Customer Answer

  Date: 02/17/2025

  The company's response is not accepted. 
  
  I was unaware there was an account in my name until the tenant moved out and I saw a bill.
  
  I received no evidence that an investigation was conducted by LVD. 
  
  A fraud package was given to me by ***, they conducted an investigation and determined the fraud case had to be handled by *** but ADT still canceled the service. *** did not acknowledge they allowed someone to forge my name on a contact.
  
  I thought all services were canceled until I received notification of a collection on my credit report.
  
  When I called the collection agency, they were contacting my tenant not me because my contact information was not on the contract.
  
  Please inform them that I will submit a police report.
  

  
  

  Business Response

  Date: 02/26/2025

  To Whom It May Concern,
  
  
  
  To follow up on the case filed by this customer. We have spoken with the customer numerous times about this issue. The installation for the services were on 10/28/2023. We did not get a call from this customer until 02/10/2024 stating the account was not set up by her and claimed fraud on the account. We advised this customer that they would need to file a fraud packet with the corporate office. The customer filed the fraud claim but the corporate office did not accept the case being as such. Reviewing the additional information, we see that the customer was aware of the *** services being installed at the property and an agreement was met with the tenants they would pay for the services. It seems the services were not paid for, and the tenant had moved out of the property. The account was cancelled due to nonpayment and was sent to collections. All disputes need to be directly with the collections office since we no longer hold the account. 
  
  
  
  All the best,

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22742992
  
  I am rejecting this response because:

  The tenant fraudulent signed my name on your contract. The installing technician did not confirm the person signing was in fact me. 

  I was told as the owner, I had to be present for the installation to give approval. I was not present, my name was fraudulently signed.

  I was not aware of the contract because all of the contact information on the contract was the tenants. I did not find out until they moved out and a bill was seen. 

  All notifications from *** regarding the services and the account going to collections were all sent to the tenant's email address and phone number.

  Your policy was not followed and needs to be enforced by staff.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:12/09/2024

  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 purchased ADT mainly to capture motion on property line after doing a property survey to have proof of neighbors trespassing. When technician installed camera he assured me it would capture motion on my property line. My neighbors have been trespassing but my camera did not detect the motion. I found out later that the camera only can detect 25 to *************************************************************************************************************************** it would capture motion there. So I paid money for the camera and still had my neighbors tresspass. Plus I'm on the 2nd camera in 60 days..first one wouldn't work properly for the first month. It's been a headache.

  Business Response

  Date: 12/09/2024

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  LVD
  ************
  ********************
  ******, WA 98404
  Please forward this on to the correct company.

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22656170
  
  I am rejecting this response because:  the camera has been offline alot while all my other devices with wifi are online.  My neighbors trespassed and camera didn't capture it. I was told by technician that the camera would capture to my property line which it did not and a crime was committed against while having a false sense of security with ADT.  
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 12/09/2024

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  LVD
  ************
  ********************
  Tacoma, WA 98404
  Please forward this on to the correct company.

  Business Response

  Date: 12/19/2024

  To Whom it may concern,

  To follow up on the case filed by this customer. We have attempted to contact this customer multiple times but sadly have not gotten a return call to help resolve this customers issue. We would love the opportunity to help resolve these issues. Please feel free to contact our ************* team to help with further resolution.

  All the best,

• Initial Complaint

  Date:12/06/2024

  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 purchased a home in May 2024. I had ADT installed. The same weekend the monitor on my front door fell off. I never armed the system. I paid the balance to ADT in August for a system that I never armed and requested to cancel the service as I have never armed the system and did not need it. I spoke to 3 people during the phone call attempting to cancel. I told them that I paid my balance to them and they should cancel the service because I no longer want it. In October I received a phone call about an outstanding balance and told that representative that I cancelled in August and I do not understand why am I still being billed. I requested for that representative to cancel the service. I am still receiving calls and I want the service to be cancelled as of August when my first request was made. I have never armed the system and I do not need the service as I have told them numerous times.

  Business Response

  Date: 12/05/2024

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  LVD
  ************
  ********************
  ******, WA 98404
  Please forward this on to the correct company.

  Business Response

  Date: 12/23/2024

  To Whom It may concern,

  To follow up on the case filed by this customer. We have reviewed the account and have spoken with the customer. When speaking with the customer the customer notified our office that she had stopped payment on the account and had the services cancelled due to an issue with the contact on the front door. We notified the customer that with the cancellation of the account an early termination fee would be due per the contract on file. Speaking with the customer she was open to reactivating the services and continue to pay the monthly monitoring. We are now in the process of further reviewing the account to see if that is an option due to the account being cancelled due to non-payment cancellation. We are further investigating options for this customer and will follow up with further resolution.

  All the best,

• Initial Complaint

  Date:11/10/2024

  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 want my account cancelled at no cost this is a scam ive called several times nobody answers its crazy these company should be shut down at once

  Business Response

  Date: 11/13/2024

  To Whom it may concern,

  To follow up on the case filed by this customer. We have spoken with the customer, and he stated he was trying to contact our office without a reply. Speaking with the customer we asked what number the customer was calling to reach out office. The number the customer gave us was no longer in use and connected with our office. We have provided the customer with the correct number for the future if he needs any further assistance. The customer did inquire about the cancellation of the services. We provided the customer with the cancellation penalty for early termination of the services. The customer thanked us for our time and clearing up the miscommunication.

   

  All the best,

• Initial Complaint

  Date:09/19/2024

  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 received service on 9/12/2024. My technician who installed my equipment was great! However, since then I have had one bad experience after another. Including but not limited to their level of customer service, the service the provide (in general) as well as the issues with the equipment. Upon calling to cancel, I was hung up on 3 times but 3 different agents. Once I got a hold of someone (who stated they were the customer service manager) I was informed I owed $1,705.99 for the remainder of the contract as well as an additional $1,500 for the equipment. In order to cancel, I would need to provide the payment upfront to do so. I explained it had been only 7 days since the install ( I was at work and unable to cancel.) I had also explained the contract I signed did NOT have my legal name. The contract said "******* ******" which has never been my name ever in history. I signed my legal name, ******* ****** and the technician claimed he would fix it. This is one of MANY issues I have had with ADT in the past 7 days... and now I being FORCED to keep the service unless I come up with almost $3,000+ in order to cancel. I am being backed into a corner by poor business practices and now I am stuck with this service for the next 3 years?!? I am a first time home buyer and there is no way I have $3,000+ up front to cancel. Upon stating I was contacting the BBB I was informed the customer service agent that was backing me into a corner was the individual who handled these complaints. Yet another, poor business practice!?!

  Business Response

  Date: 09/23/2024

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  LVD
  ************
  ********************
  ******, WA 98404
  Please forward this on to the correct company.
  
  

  Customer Answer

  Date: 09/25/2024

  The response from *** was that I signed a contract with a different company. And it said that I should forward the complaint to this specific company. I filed the complaint with the headquarters that I found. I in fact get billed by ***, get emails from ADT, and everything in my home is labeled ADT. I'm not sure how we need to handle this moving forward, but I am not satisfied with this outcome! If necessary can we please forward this complaint to the necessary Department of ***? Thank you

  Business Response

  Date: 10/02/2024

  To Whom It May Concern,

  To follow up on the case filed by this customer. We have spoken with the customer. The customer called in upset due to having the fire alarms go off with the system during the time of having the new home blessed. We apologized for the experience the customer had during the blessing of the home. We informed the customer that if the smoke detectors where not bypassed and any smoke that may have filled the home during the blessing would cause the system to go off. The customer stated they were embarrassed due to the issue and was seeking to cancel the alarm services. We notified the customer that they were outside of the ***** cancellation period to cancel without penalty and would be held to the contract's early termination charges of 75% of the remaining balance for monthly monitoring and what was still owed on the additional equipment that was purchased and set up with a payment plan. The customer was upset due to being informed of this information. The customer stated the installation was not complete. We notified the customer that the installation was not complete because the power in the home was not on except for one outlet which we used to get power to the panel. We notified the customer that we would be more than happy to come out and complete the installation once the power was restored to the property but if they were seeking to still cancel, we would ask for the early termination charges due to requesting to cancel outside of 3 days. The customer agreed to schedule a service call for 10/15/24 to further complete the installation and check out the smoke detectors that were activated at the time of the homes blessing. To further help remedy these issues we offered to refund the customer one month of monitoring to the customer.

   

  All the best,