ComplaintsforADT Security Services

• Initial Complaint

  06/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Contacted ADT **************** to cancel my monitoring account. Was transferred to ****************** and spoke with an "Account Manager", ********, who kept trying to sell me upgrades and services and finally agreed to cancel the service. She then advised they'd cancel in 30 days as they require 30 days notice. I explained that I haven't been in contract with them for many years and would not pay for another month. I asked to speak with a supervisor at which point she advised me she was the manager. When questioned further, she admitted that she was an "Account Manager" like all the other call center agents but still refused to escalate and advised me that she was as high as you can go. I want my account cancelled immediately with no further charges. And, perhaps coach your agent or reconsider your strongarm sales tactics.

  

  Business response

  06/25/2024

  Upon review of the account, **************** has been a customer since 2011 at this location. While there is a **************************************** the contract, the Account manager he spoke with would have had the authority to waive it, considering the customers tenure and to try and not sour the relationship at the end. ADT contacted **************** and apologized for his experience. We agreed to waive the 30 days and this created a $20.21 credit balance on the account as the customer already paid for the upcoming month. The credit was refunded back to his card and ADT will be coaching the Account Manager he spoke with on the 21st of June. He accepted our resolution of the refund. 

  Customer response

  06/25/2024

   
  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

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ADT Security is very unprofessional. I requested termination of monitoring services. I gave a representative the notice of intent to move out of a home I owed. I officially moved out April 19, 2024 and paid my last bill. I received another bill from ADT dated May 30, 2024 to June 29, 2024. I chatted with a representative and was told I owe this amount and ADT says, they will debited this amount using my card on file. I forgot to mention I was harrassed by ADT because I moved and was told I violated the contract and I owe $1800. I allowed ADT to put a system in my new rental property to avoid paying the $1800. I am a loyal customer never missed a payment. I am very disappointed in ADT's service. I previously was told I had a credit from the previous address. I requested all recorded conversations I have had with representatives and was denied this request.

  Customer response

  06/20/2024

  I received another call from ADT Security. They did not help resolve my concern. I was previously told by an ADT representative that my contract would be broke down to one year if I transferred the service to the rental property.  I was told today that I need to sign a new contract for 3 more years. I refuse to sign a new contract. ADT says by not signing the contract my current services will be disconnected and I will owe $1800 for not honoring the contract. 

  

  Business response

  06/20/2024

  ADT contacted Ms. **** on 6/20/24. ADT advised Ms. **** that upon relocating to her new home, she would be required to sign a new service agreement with ADT specific to that site. Ms. **** responded that she would not sign any new service agreement and requested to terminate service. ADT advised that the balance of contract charge for the previous site would be enforceable.ADT has provided Ms. **** with the amount of her balance of agreement.
  
  ADT did waive the outstanding balance of $90.14 for the current monitoring service. 

  Customer response

  06/21/2024

   
  Complaint: 21875177
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On February 27, 2024, I contacted ADT to set up an installation. I informed them I had State ******************** and there was an offer I could get a discount to get ADT with my home insurance for $20.00 a month. I was told I was correct, I scheduled for the installation on March 1, 2024. Since the installation, I have been having issues with two sensors not functioning and alerts indicating low battery for two sensors. In March 2024 they had to send a technician four times, I continued to have these issues reoccur in April 2024, May 2024 and June 2024. Each time a technician would need to come to change a sensor and/or the battery. In June 2024, I called regarding the 6-month guarantee policy. I stated I didn't trust nor have faith in the ADT equipment. I feel the equipment will not protect me should someone break into my home. I have had issues multiple times every month since the equipment has been installed. The equipment has been faulty the entire time since it has been installed. I am wanting to be released from my contract with no penalties since I have yet to surpass 6 months since the equipment has been installed. I was notified a technician will need to come to the home to evaluate the equipment. Should the technician prove the equipment is faulty, at that time I would qualify for the 6-month guarantee policy. I stated shouldn't all the documentation on file be enough proof the equipment is faulty. I am not asking for any kind of reimbursement; I am only asking to be released from my contract without any penalty since it has not been working efficiently since it has been installed. I was asked how I would like to pay for the cancellation. I notified them at this time I will not be paying for the cancellation. I will need to speak to a lawyer in regard to this. As I stated, I am not requesting a reimbursement, I am requesting I be released from my contract without any penalty under the 6 month policy. I no longer feel safe with ADT.

  

  Business response

  06/25/2024

  ADT will be releasing the customer under the ******* guarantee.  The customer will be provided a full refund once the equipment is pulled on 7/3/24. 

  Customer response

  06/25/2024

   
  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

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My ADT service was installed improperly approximately 3 years ago and has never worked. I have had to pay for numerous service calls that never resolved the issue and I was initially told that I was protected by the equipment at home where I live by myself. I recently discovered on yet another service call that what they told me when they installed it was not true at all and I have never had protection when Im home. They said they could upgrade my system - at a huge cost!Ive been paying all along for services I thought I had but *****. When the last person came out to look at it he was very condescending and told me that ADT is currently encouraging customers to upgrade their equipment but what they ***** say is that I have to PAY MORE to get equipment that actually works - and mine hasnt worked since day one. I had to purchase a new ****** camera since the one they installed was antiquated - I paid up front for the camera and they still have been charging me for it monthly. They drilled holes in plaster to put in a thermostat and ***** put a plate behind it since the rep ***** have one with him. I recently had to call ****** tech support when my camera ***** work again and after they looked at how it was set up , they told me it was set up Improperly by the tech. I decided then to cancel as of July4 - they just put through a charge on my credit card for almost $800 without notifying me - I *** not owe this!

  

  Business response

  06/19/2024

  ADT contacted **************** and advised the charge for equipment is non-refundable per the terms of her service agreement. ADT has waived the remaining balance of contract for Ms. ******* account. 

  Customer response

  06/20/2024

   
  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,
  
  *****************************

  Thank you very much for listening to my concerns and Im very happy with the resolution.  

• Initial Complaint

  06/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a customer of **********************'s for over 9 years paying for monitoring services and leasing equipment. Due to reasons outside of my control I had to move away from the residence where I had their services in November of 2023. At the time I was working with one of their account reps who had shared I owed about $1,900 though I could move to their ADT+ self-install kit to be used at my rental property. That would have resulted in about $650 total over the course of a 24 month contract. Even if I didn't use their services I was open to that option from a financial compromise perspective.Though unfortunately the self-install kit didn't work with my *** ********* Service Provider) due to the *** blocking port 53 (DNS port) which was used for video transmission by ADT so didn't work. I made several calls to ADT's technical support and also attempted to find a different option with my account rep to no success. I couldn't get the account rep or their manager to respond to me. Then in early June I gave up and cancelled my ADT service, note this is for service at my residence I hadn't lived at for over 6 months.Once I cancelled, ADT billed me almost $700 which I didn't agree to. They also report an outstanding balance of over $2,100. It is obvious by their offer to switch me to the ADT+ service that they are willing to forgive the original contract, while I have concerns about the difference in amount owed it is moot if they would forgive that contract. I'd be okay paying some amount of money.Given my experience with ADT I find them to be very predatory and unreasonable. They absolutely rely on being this big organization that a private person like me will have trouble fighting. I am happy to hire a lawyer to draft a statement in regards to this. Given how much I have already paid and the frankly low level of service, I shouldn't have to pay more.

  

  Business response

  06/20/2024

  The customer canceled their service contract prior to the end date of their contract (8/16/22-8/25/27) which has resulted in **************************************************** full. These terms and conditions are outlined in the service contract and provided to the customer via email using a docu sign agreement. The early termination charges for the contract are $2253.18. The customer is also on a FlexFi loan for the equipment installed, and when the service is cancelled the remainder of the loan is billed and charged to the customer up front in full, upon termination. These payments are agreed upon when the FlexFi agreement is signed. This payment of $643.15 is valid for the equipment loan. In regard to the new system at the customers rental home, it was determined by running a diagnostic test, that the customers UDP port 53 is blocked and is necessary to support proper function of the devices needed to be installed. The scan was also unable to determine if a 2.4Ghz network frequency is broadcasting.
  
  ADT and ****** devices require this to be open in order for the smart hub to connect to the WiFi and security devices. We suggested the customer reach out to their ******** Service Provider to have this port (UDP Port 53) opened and to have the 2.4 GHz network separated and identifiable.
  
  The service contract early termination charges, and equipment pay off are valid for the customers prior home and we are unable to amend or change this final billing. 

  Customer response

  06/21/2024

   
  Complaint: 21868044
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an ADT home security system for my residence in *******, ******* back in April of 2023. My wife and I are a military family, I'm retired and I work for the government (DoD), and my wife is still active duty. We recieved orders to PCS in March of 2024. My wife's name is *********************************. We put our house up for sale and it sold and closed in May of 2024. ADT refuses to cancel our subscription and has been continuing to charge us for services on a residence in a state we no longer reside. They keep forwarding me and passing me to different people when we call in and have we been dealing with this behavior from ADT since April of 2024. I sent in a copy of our military orders to PCS (the Army moved us to a new state) and ADT is sent me an email stating I will be sent a bill for the cancelation before 3yrs, and for having the acct in my name instead of my wifes name as the primary holder. We shouldn't be charged anything for a military move. Their salesman never disclosed any of this information at the time of sale. If their salesman did, I would've told him no. Being a military family, there's no guarantee we'll be stationed anywhere for that amount of time. I just want the service canceled, all fees waived, and for ADT to reimburse us for any charges they charged us. I can send in a copy of our marriage license as well. I don't appreciate them telling me my family's military orders don't count. The Army issued them to us and the Army has already moved us. We now live on Ft. ********************* in **. Our Account # *********.

  

  Business response

  06/19/2024

  We were able to speak with ****************** regarding his concern. Due to his moving circumstances, we offered to discount his cancellation fee amount by 50%. This would reduce the amount from $1,007.84 to $503.92. ****************** requested more since he was in the military. We advised him that since the orders are not in his name and the ADT account is in his name, he would owe the full cancellation amount.
  
  ****************** stated he is not satisfied with the resolution but to send him our offer in writing which we did via email. ****************** advised he may seek legal action and we stated that is certainly his right, but this was the best ADT could do.

  Customer response

  06/20/2024

  Our marriage license. 

  Customer response

  06/20/2024

  Here's a copy of our marriage certificate. Their solution lacks morals and values. My wife and both serve this country and we relocated due to the US Army telling us they needed us elsewhere. Orders are orders! When you get PCS (relocation) orders, the Army (the federal government) moves your entire family, not just an individual. I feel ADT is dishonest in their dealings, and that they are taking advantage of people who serve this country. They have too many loopholes and methods to get AROUND military orders for families instead of taking the federal orders for exactly what they are, ORDERS! I will definitely be letting my colleagues and fellow soldiers know to not utilize ADT for home security and go elsewhere. I'm definitely working on getting them flagged and blacklisted for military families. They're in the business of taking advantage of military families with all their backdoor and loophole activities to get around military orders. We don't control when we come down on orders, we just have to go when it's time. ADT only wants your money, not to conduct business honestly and appropriately. No more taking advantage of military families. 

  Customer response

  06/21/2024

   
  Complaint: 21865173
  
  Here's a copy of our marriage certificate. Their solution lacks morals and values. My wife and both serve this country and we relocated due to the US Army telling us they needed us elsewhere. Orders are orders! When you get PCS (relocation) orders, the Army (the federal government) moves your entire family, not just an individual. I feel ADT is dishonest in their dealings, and that they are taking advantage of people who serve this country. They have too many loopholes and methods to get AROUND military orders for families instead of taking the federal orders for exactly what they are, ORDERS! I will definitely be letting my colleagues and fellow soldiers know to not utilize ADT for home security and go elsewhere. I'm definitely working on getting them flagged and blacklisted for military families. They're in the business of taking advantage of military families with all their backdoor and loophole activities to get around military orders. We don't control when we come down on orders, we just have to go when it's time. ADT only wants your money, not to conduct business honestly and appropriately. No more taking advantage of military families.
  
  
  Sincerely,
  
  *****************************

  

  Business response

  06/21/2024

  We do apologize ****************** is not pleased with our decision. Typically, in this case the cancellation amount owed would be in full but due to the reason why he is moving, we lowered that balance by 50%. If he chooses to let others know about his experience that his certainly his right. We cannot remove the cancellation amount completely.

• Initial Complaint

  06/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 4/22/24 and 4/23/24 I contacted ADT security customer service to cancel my service. I was advised by representatives ****** and *******, that I would have to pay additional service cost for service up to August 2024. I advised the representative I had not contract with ADT and I was on a month-to-month service payment. The representative stated they had documentation that I was on a service contract up to August 2024. I advise them to send it to me, because I never signed any contract with them or ******** Security. I was previously with ******** security and ADT took over ******** security company. The representative advised me they could not email me the documents and therefore they would mail it to me. I was advised that I would receive the documents in five to seven business days and my payment for the month of May2024, would be waived while my account was under dispute. On 5/22/24, I had not received any documentation from ADT and also notice they were billing me for another month of service that was coming up. I contacted ADT customer service again and spoke with ******** and ****** inquiring on cancelling my services and also the documentation they advise they would send me stating I had a contract agreement with them. I was told again I owed services up to August 2024 a balance of $84.74. I was told again the service contract would be mailed to me and the upcoming bill for June 2024 would be waived, while my account was under dispute. As of June 15, 2024, I have not received any documentation from ADT security. Their actions have led me to believe they are practicing fictious and deceitful practices to lock a customer into a service contract that does not exist.

  

  Business response

  06/21/2024

  We reached out to the customer and apologized for any frustration or inconvenience endured with trying to cancel the service. After review of the account, we explained once we acquired the service from ******** there is no current contract on file. Per the account records, the customer last contract on file was from 2014, which the customer is out of contract. We explained we can assist with cancelling the service, but we need to obtain the verbal password listed on the account. After further review, the customer provided the proper verbal ********************** password, and we processed the cancellation of service with waiving the 30-day notice. We explained the account cancelled within 24-hours, which the account stopped being monitored as of 06/21/2024. The customer was given prior monitoring fee credits that has taken care of the monthly monitoring fees from April 2024 until when the account cancelled on 06/21/2024 and the customer was not charged during this period. The account reflects a zero balance, and nothing further is owed to ADT. The customer understood and is satisfied with the resolution. 

  Customer response

  06/23/2024

   
  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

  06/14/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I contracted with ADT on 4/26/21 for Alarm system w/ Video Doorbell, monitoring services, & other options for 36 months. At 18 months, the ** quit working and I was sent a replacement unit. Ever since receiving the replacement unit, whenever the doorbell was pressed, the power source changed from wired to internal battery (which would only last a day or two). To resolve the issue I would remove the doorbell from the mount, and reinstall it. The doorbell power source would then change to "Wired", until the next time the button was pressed. Contract expired on April 30, 2024, April 15th, I contacted ADT to discontinue services. After much discussion, I agreed to extend the monitoring service agreement based on a much lower price, and the doorbell issue being resolved. I signed the contract extension for 24 additional months.On April 19th, ADT came out & said ** had been installed incorrectly. I told him that ADT had installed the doorbell originally. I contacted ADT cust. srv to void the contract extension, as ADT was unable to resolve the problem. "*****" understood the issue, I received a call back w/ 2 options. 1st option was a battery powered Doorbell that would require an agreement from ******* The 2nd option was a wired Doorbell, but monthly charge that had been agreed to would increase to $54.as ADT could not honor the agreed to extension price Increasing the monthly charge that was presented when I signed the contract extension was not what I agreed to. I instructed the agent to cancel the extension, which she did - Case # ********.Rec'd inv for $473.22 "Cust Cancel-Termination Chg". Called ADT Billing, told it would be looked into. ADT called back on May 1 stating I signed the cont., the inv was owed, nothing more could be done. I stated I would not be paying the inv. & contacted ADT *********** by email.ADT continues to call about invoice. Request help in getting the invoice deleted. Contacted ADT corporate office w/ no response.

  

  Business response

  06/18/2024

  ADT has confirmed that the customer requested cancellation of the account on 04/15/2024. ADT reviewed the call and the customer agreed to the stay with ********************** if a technician was able to resolve the issue with the doorbell camera. The customer also agreed to a rate lock for 2 years. The technician was schedule for 04/19/2024 but couldnt resolve the doorbell issue. The customer reached back out to ********************** after the service appointment to cancel again because the issue wasnt resolved. We contacted the customer and waived the balance on the account. The customer was satisfied with the resolution.

  Customer response

  06/20/2024

   
  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.

  Thank you very much for your help.  Without your involvement, this issue would still be outstanding.  Much appreciate the assistance!
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Better Business Bureau:ADT has a $200 gift card promotion for referring someone who purchases and signs up for ADT services. We referred our son-in-law and ADT refuses to give us the gift card. Here are the facts.1.We filled out the referral on line on March 16, 2024. Current ADT customer (us) ******************************************************************************************************** *************************** 2.We referred our son-in-law, *************************, ******************************************** ordered ADT services on March 23, 2024. He had looked at different companies, but decided to order ADT after we referred him and encouraged him to select ADT.4.**** had the ADT equipment installed and service started on April 10, 2024.We never received the rebate of $200. We have called ADT at least three times and been transferred many times to different employees and we were never given an answer. The calls lasted long times and in the end we were sent or transferred to a number that had only recordings and it was a dead end. After having to identify ourselves with a multitude of questions each time we were transferred repeatedly and nobody tried to give us an explanation why we are not getting the reward. We spent once more than 2 hours trying to get this resolved.We followed all their rules to get the rebate. We referred someone, filled out the proper forms on line prior to them ordering the service. My son-in-law ordered the service AFTER we recommended ADT and referred him and filled out the rebate papers.Can you please help us in getting what is rightfully ours.With appreciation.********************* **************

  

  Business response

  06/19/2024

  We were able to speak with ************** regarding his concern.Our referral team rejected the referral filled out by ************** since the person being referred had already inquired about getting an ADT system before the referral was filled out. As a courtesy, we have placed a $200.00 credit towards his monthly monitoring bill.
  
  ************** was satisfied with the resolution, and we emailed him a confirmation.

  Customer response

  06/21/2024

   
  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

  06/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We had ADT security services in ** from Sept 2022 to December 2023 when we got government orders to relocate to *****. We sold our home in ** and notified ADT wed be relocating our services and equipment to *****. We then set up services at our new home in ***** (all this occurred in December 2023). Install in ***** was terrible-the first technician sent spent 8 hours and accomplished nothing. We called his manager to discuss and was told he was busy and couldnt talk to us until the following week. We posted a negative ****** review and ADT finally sent someone out who knew what they were doing.In March I realized we were likely being charged double- I called ADT and they advised we were still being charged for our VA account. I informed ********************** we sold the home in December and scheduled equipment removal with ADT at that time. They advised they would cancel the account but it would take ***** days. I demanded a credit to our account for back pay and was told that would happen.In June, our rate finally adjusted to one household (62/month). ADT also charged me $650 so I called about that which I was advised this was for cancellation of services. I was told they would waive this fee. I asked about back pay and was informed there was no record of this agreement and because the VA account is closed, they cannot do any credits. I was offered a 50% offer for 3 months on our TX home or $150 credit.The $150 credit applied to my account is half of what ADT owes me ($300).We have copies of emails confirming the removal of ADT equipment from VA house for purposes of moving the service to **.

  

  Business response

  06/14/2024

  ADT has applied an additional $150 credit to cover the continued back date of their previous account. In addition, due to the activation of new service, ADT has reversed and refunded the customer for their previously paid early termination charges on their prior account. A refund for $650.21 has been submitted to return to their AMEX card on file.

  Customer response

  06/17/2024

   
  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,
  
  ***********************

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