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, Inc.

  8751 Park Central Dr Ste 100 Richmond, VA 23227-1162

  
• 

  ADT Security Services

  18 Clinton Drive Hollis, NH 03049

  
• 

  ADT Security Services, Inc.

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

  
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  ADT Security Services

  1400 Montlimar Dr STE B Mobile, AL 36609-6513

  

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:09/25/2025

  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.

  In August 2020, My husband and I decided to go with ADT security system. 5 years later we decided to with ******. I called ADT and told them our decision and asked what was our total price. My total price was $36. I paid it immediately and asked for my balance. The ***resentative stated $0 is your balance. ADT went into my account and took the $13.59 out for equipment. Thats a total of 60 payments for equipment and 60 payments for services. Two months later I received a voicemail stated called ADT for a payment. I called and asked whats going on. The *** said oh our system has to update just disregard the calls your balance is $0. On September 24 I received a collect letter stating I owe ADT $36.73. I called and the *** stated oh we forgot to charge you an early termination fee. We were with ADT from ********* No payments were left on equipment or monthly payments. My balance was stated as $0. I would not suggest anyone use ADT. I was treated very unfairly and unappreciated by ADT. We have given them over $50000 and making up a payment of $36.73. Also, trying to send me to a collection company. Never late for a payment. Unbelievable!

  

  Business Response

  Date: 09/26/2025

  ADT reviewed this concern and the $36.73 has been waived. ADT attempted to contact Ms **** on 9/24 and 9/25/25 and left voicemails on both occasions. 

  Customer Answer

  Date: 09/26/2025

   
  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:09/24/2025

  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.

  9/20/25, I called ADT for help updating my new Wi-Fi info for my 2 cameras. 3.5 hours on the phone with agents to get my front camera reconnected. After following agents directives, my doorbell ringer is not working. Phone call dropped. I called back; agent scheduled tech for 9/22/25. I was advised of a $59 fee, and an onsite tech additional charge. 9/22/25 The tech arrived at 1:10 p.m. and left at 2:30 p.m. The work order involved my doorbell ringer and reconnecting the backyard camera, that I was not able to reach. Backyard camera took him longer than necessary (took him 25 minutes instead of average of 15mins). I had to provide an extension cord and push pin to assist tech. The tech repeatedly attempted steps I had already completed myself, unnecessarily reset devices, and even began shaving the wires on the doorbell, which was installed last year. Tech kept going back & forth to his car. He claimed the issue with doorbell was my transformer was bad & I could buy a 16V replacement from ******* or **********. I later resolved the doorbell issue myself by reconnecting through my ****** Home appthe same app the tech used on my phone. I am not tech savvy, but I got my doorbell to ring again. The tech got paid for something that he was not able to fix. I fixed the problem. I was shocked at the bill $328 for this visit-see attachment - No parts were used. - Much of the work was redundant or performed by me.- The tech/trainee's performance was slow. He only updated the wifi on backyard camera. I spoke with his supervisor and he confirmed that tech is slow. 9/23/25, his supervisor agreed to credit me $100, $228 is still an unreasonable charge given the poor quality of ************** of transparency regarding pricing.1. A full review of this service visit and billing.2. A fair adjustment of my invoice to reflect the actual value of work performed.3. Clear disclosure of service fees up front, so customers are not misled in the future.

  

  Business Response

  Date: 09/26/2025

  Upon review of the customers account, ********************** spoke to the customer, and she said the technician was not able to get the doorbell to work. She said she fixed the doorbell issue herself. ADT advised the customer she had received a credit of $105.00 toward the job charge on 9/23/2025, so ADT offered the customer another credit of $105.00, and she accepted the offer. ADT added the $105.00 credit to the account. 

  Customer Answer

  Date: 09/26/2025

   
  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:09/23/2025

  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.

  Since 04/19/25 we have been having recurring door to door sales to our door, we have put not soliciting signs that have been ignored several times, we have requested to stop knocking, this behavior disrupt our daily lives and has became almost harassing on ADT behalf

  

  Business Response

  Date: 09/24/2025

  Due to the alleged violation of law, this has been sent to our law department for further investigation.

  Customer Answer

  Date: 09/24/2025

   
  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:09/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased a home that already had an ADT security system. When I called to reactivate the system, the sales person told me the system was fully equipped with window alarms, door alarms, smoke/heat/CO detectors (I was not living there so I could not confirm this was the case, but I was skeptical. When the ADT person came to reactive the system, it turns out a whole new system needed to be purchased as the previous equipment was too old and they also only had two door sensors and a motion sensors, a classic bait and switch technique. Since we wanted a system, we went ahead and purchased the new system.The person installed new smoke/heat/CO detectors in the locations they recommended, one of which was right outside the bathroom. When I asked if that was a good idea because of the steam, he said these detectors wont be tripped by steam because they are so accurate. This turned out to be incorrect, a few weeks later a shower tripped the detector and about 1 week later a different smoke/heat/CO detector detected a fire alarm 3x without a fire. Tech support recommended I remove the batteries and schedule a service appointment. I also told them about the other problems we were having with the system and they specifically said that I would not be charged for the service visit because it was just installed about 1 month ago. When the person came to service the appointment he asked "what did they say about payment". I told him they said that I would not be charged. He said "OK". He was very helpful and fixed the issues we had and left once the job was completed. 20 minutes later I received an invoice for $150.00 and my credit card was automatically charged. The signature line where I should have signed to agree to the service / charge was left blank. The ADT *** did not ask me to sign anything or tell me about these charges.I called to try and resolve the issue. They sent me to 3 different people and said they would call back but have yet to do so.

  

  Business Response

  Date: 09/25/2025

  ADT has reviewed the customers account. We contracted the customer, and he stated he we wasnt supposed to be charged for the service appointment. As a goodwill, we waive the service fee and submitted a refund in the amount of $150.00. The customer was satisfied with the resolution. 

  Customer Answer

  Date: 09/27/2025

   
  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:09/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted ADT because my cameras were not working. The portal used to reconnect them was down, so I was advised a technician would be sent out. I was also told the assessment and service fees would be waived since the issue was not my fault.When the technician (******) arrived, he said the work would take 30 minutes, but it took over two hours due to his lack of knowledge of the system. He made comments such as Ive been here almost 30 years and ADT is always changing things, us dinosaurs cant keep up. He had to call for technical support, but the *** ****** paused the call for nearly 30 minutes to pick up his granddaughter from the bus stop. ****** also admitted he did not know standard procedures and needed instructions sent through Teams.This situation was made worse by the fact that it took four different technicians before someone finally discovered my motion sensors were originally installed incorrectly. Despite ***eated assurances from multiple customer service **** that I would not be charged, I have now received a bill for nearly $600.I called back after the service and spoke with ******, who said everything would be properly noted in my account. However, when I followed up on 9/22, the *** said there were no notes and transferred me to a supervisor (#*****), who pushed the issue to their back office. In addition, ******* manager, *****, was rude and told him to just leave the property because he doesnt have time for that, referring to customer service giving customers promises that arent honored.I am requesting ADT honor the ***eated assurances I received from their staff and waive all charges related to this service.

  

  Business Response

  Date: 09/23/2025

  Upon review of the ****************************** applied a $604.07 credit to the account. The technician noted that the customer had changed Wi-Fi which would not be considered normal wear and tear,but has previous agents did inform the customer the visit would be free were honoring this as a courtesy. In future, if the client changes Wi-FI or something else doesnt fall under normal wear and tear, the customer will be notified by the tech on site. Phone agents can tell customers things may sound like theyll be covered, but the tech on site is the final say if there are charges or not. ADT contacted the customer and informed him wed waive it as a courtesy. Mr. ******* accepted the resolution. 

  Customer Answer

  Date: 09/23/2025

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

• Initial Complaint

  Date:09/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved from my old home and called in to stop ADT service. I had it for 10 + years so was way past my 3 year contract. I called in first in August after paying my last bill. After being transferred around for over 2 hours, they finally put me with someone that would stop my service. Then they tried to bill me and said I did not stop my service and tried to get me to transfer services to my new home. I called in again on Sept 12th and told them I wanted it canceled. They tried to say I never called in before to cancel it until I told them I had the call recorded from that encounter. Then they acted like they found the notes from my first call and said they would get it taken care of and remove to due amount. On Sept 20 I get a text that my bill was due. I called in again and was transferred around again. They now told me I would have to wait to cancel my service and it would stater on Sept 12. I asked to speak to a supervisor and was told he was in a meeting after being put on hold again. I requested a callback from him, but was never given one. This is a horrible way to treat a customer of over 10 years.

  

  Business Response

  Date: 09/25/2025

  ADT has reviewed the account and found the customer called in on 8/11/2025 to request the account be cancelled. It does not show that he spoke with our cancellation department to complete the process, so the account was not cancelled. We spoke with him again on 9/11/25 and the process was completed, and the account was cancelled effective 10/11/2025 per our 30-day cancellation policy.  We have spoken with the customer and advised why the account did not get cancelled. We agreed to honor the first cancellation request made in August and applied a credit of $35.16 leaving $27.36 owed which would be the final balance owed to ADT. We have requested a special statement be generated showing the balance and it will generate in 24 hours and be sent to the customer. No further action will be taken closing case.

  Customer Answer

  Date: 09/25/2025

   
  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:09/19/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called to cancel security monitoring service in June 2025 when the promotion offered in 2024 had expired. A charge for July showed up on my bank account which I disputed; I called ADT back and cancelled service AGAIN and another charge for ****** showed up. Now I'm getting paper bills in the mail when I clearly spoke to three customer service **** three months in a row, including a case number in the ****** call, and after speaking to a customer service *** again today (9/16/2025) she told me I spoke to the wrong ***** in July to initiate cancellation. I haven't wanted service since JUNE and thought I had accomplished account cancellation then. Very poor customer service. The agent I spoke to in ****** was almost crying because I didn't accept any offers to continue service at a lesser monthly cost. I feel sorry for their customer service employees who feel pressure to do this and then not do their job properly. Almost like the company will retaliate for them losing a customer. Very disappointed!

  Customer Answer

  Date: 09/22/2025

  I just spoke with a representative from ADT and am happy to report the issue has been resolved thanks to your involvement. You can close out this matter. Thank you again! *****

  

  Business Response

  Date: 09/22/2025

  ADT records show that the customer initially called 7/30/25 to cancel.  It was never processed.  The payment from August 2025 was disputed with the bank and the customer received the funds back.    The remaining balance of $55.36 has been waived as a goodwill.  The account is now out of service.  

  Customer Answer

  Date: 09/22/2025

   
  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:09/18/2025

  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.

  A representative from ADT came to my door 9/18/2025 at 2:20pm ignoring my no soliciting signs located on the door and the doorbell. When I answered the door, I pointed to the sign on the door and said I was not interested, and this man proceeded to continue with his pitch ignoring my request for him to leave. I finally asked him if he wanted me to file a complaint which he still insisted on continuing his pitch to me. I repeated my question and then continued to say goodby over and over until he left. No means no and no soliciting means just that. I do not want salespeople coming to my door selling anything ever. I have pulled the footage from my video cameras to save in case I need to build a case.

  

  Business Response

  Date: 09/19/2025

  Due to the alleged violation of law, this has been sent to our law department for further investigation.

  Customer Answer

  Date: 09/19/2025

   
  Complaint: 23904503
  
  I am rejecting this response because: nothing has been done to resolve the issue ignoring of my no solicitation signage and/or my request to for them to leave other than referring to an internal department for review. I need the company to acknowledge and remove me from any and all marketing strategies. Do not contact means do not contact. 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 09/22/2025

  ADT has sent this information to our DNC team to look into further.

  Customer Answer

  Date: 09/22/2025

   
  Complaint: 23904503
  
  I am rejecting this response because: There has been nothing done to resolve my complaint. There has been no acknowledgement of my complaint saying that they will respect my wishes and agree never to contact me again. 
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 09/26/2025

  The next time ADT comes to my door since they have not said that they are removing me from any type of soliciting list I will just call the police and have them trespassed from the property and move forward with legal action. ADT should respect the privacy of the communities they choose to solicit. 

• Initial Complaint

  Date:09/18/2025

  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.

  I called last November to cancel my monthly plan as I no longer wanted the service due to it randomly calling 911 & smoke detectors going off randomly. I spoke with an agent that assured me I wouldnt be charged anymore etc. Now, ADT keeps reaching out saying I owe them $450 because I havent paid. The agent didnt do what she was supposed to and assured me she did. I havent used the system in almost a whole year. Ive talked to ADT several times and no one can seem to help and as someone that pays their bills on time every single month this is not fair that a representative didnt do their job & now theyre trying to charge me all this money for something I havent been using and wasnt supposed to be charged for anymore. I was told I would have charges removed because they could see where I called last November. Instead I got an email trying to refund me $40

  

  Business Response

  Date: 09/23/2025

  We were able to speak with Ms. ******** regarding her concern. We waived the final balance owed, $418.86 and emailed her a confirmation. We also notified the collection agency to cease contact regarding this balance.

  Customer Answer

  Date: 09/23/2025

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

• Initial Complaint

  Date:09/18/2025

  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.

  Entered into a contract in March 2025 for a self-install residential alarm system through ADT. From the beginning had lots of trouble installing the system. Spent many hours on numerous phone call to customer service and virtual tech meetings. Each tech meeting the tech would conclude faulty equipment and send out new equipment prompting another virtual tech meeting. They were never able to get the system up and running. I had a friend look at it and after spending around two hours working with it, it started to work. The system then had several malfunctions where it prompted three police responses for false alarms and received a call from local EMS confirming an alarm for a medical emergency which was also false. Another virtual tech visit determined a faulty sensor, and one was sent out. Was never able to get this sensor to work and a tech appointment was made. The day of the appointment I never received a call. Due to this system not working I requested verbally and in writing to be relieved from the contract due to not receiving the service I contracted for. I was told I would have to pay over $400 to get out of it. I refuse to pay for any service that I am not receiving. I also bought extra items that are no good to me that I would like refunded.

  

  Business Response

  Date: 09/23/2025

  ADT has already received this concern from other avenues and have already provided our answers to the customer.
  
  The customer has a DIY system and typically would need to self-assess their system troubles. As a gesture of goodwill, we offered a complimentary service visit for a professional technician to come onsite and fix their system, and they refused. We advised ADT would need an opportunity to address their issue for any further consideration than has already been given.
  
  They elected to move forward with cancelation, without providing this opportunity, and we advised this will incur early termination charges per the terms of their contract. We have canceled the account per their request. 

  Customer Answer

  Date: 09/23/2025

  As diagnosed by their technicians I was provided with numerous defective equipment items.  They were given 6 months to make things right and get system running.  Not until I told them I wanted out of the contract die to not being provided a working system did they offer a tech visit.  At this point I had lost my faith in them and their defective system.  They are currently billing me for services never received.

  Customer Answer

  Date: 09/23/2025

   
  Complaint: 23901363
  
  I am rejecting this response because:

  Please read.additional details added on other page.  
  
  Sincerely,
  
  ******* **********

   

  

  Business Response

  Date: 09/26/2025

  ADT did not receive any additional details as stated by the customer. We have already provided our final answer, went over all available options, and all offers were declined. We canceled the account per their request, and they no longer have services with ADT. 

  Customer Answer

  Date: 09/26/2025

   
  Complaint: 23901363
  
  I am rejecting this response because:  to my understanding they were trying to charge me cancellation fees.  If I have been relieved of the contract and any such fees I will be satisfied.   Like stated before they were never able to provide a working system and did not call me at last scheduled virtual tech appointment which was my last and final attempt working with them to fix the system.
  
  Sincerely,
  
  ******* **********