ComplaintsforADT Security Services

• Initial Complaint

  07/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been a customer of ********************** for ** years. For the past 4-5 years there service has been horrible in reference to the cameras consistently going down after several contact attempts to ADT service department. The last complaint I made was in May where the representative offered me a lower rate for my inconvience along with sending an extended wifi to assist with the connection. A couple weeks after that I was still having the same trouble with the cameras going down for whole week even with the extended wifi. With that being said I wanted to cancel my services and they said my last day of service was on June 19th. Today they withdrew over $170.00 out of my account and I found out my service was never canceled. I spoke with account ******************** and they informed me my account was never canceled and that I would be charged a cancellation fee in the amount of $2640 which is unacceptable. I was not aware of any cancellation fee when I called in to cancel in May and I do not think this amount is feasible considering I canceled due to poor service. I am asking to get this resolved by removing any cancellation fees and ensuring my account is canceled correctly to avoid further billing.

  

  Business response

  07/11/2024

  I spoke to *************** and made them aware the cancellation has been processed without an early termination fee. They are going to be refunded the last payment of $173.82.

  Customer response

  07/11/2024

   
  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

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to file a formal complaint againstADTHome Security located at *********************************************************. My complaint pertains to the unsatisfactory services/products provided by the business, despite numerous attempts to resolve the issues directly with them.I purchased multiple package plants for security camera installation and setup along with alarm systems fromADTHome Security. The details of each contract is attached within this email.Unfortunately, theADTHome Security setup of the equipment was never completed, installed improperly, or not given the right direction on how to use the services.Received insufficient follow **** incorrect billing, mistaking not giving access to few locations and ultimately never completing the work, up until June of 2024. Specifically ******* the Manager of business as well as his representative **** onto address the issue.. Despite my efforts, including phone calls, emails, in-person zoom chats, the business has not provided a satisfactory resolution.I have attempted to resolve this matter withADTHome Security through the following actions:As of today, the issue remains unresolved, andADTHome Security has not provided a refund, replacement, or any form of compensation. This experience has been both frustrating and disappointing, and I believe thatADTHome Security is in violation of consumer protection laws and BBB standards of trust.I am seeking the assistance of the Better Business Bureau to help resolve this matter. In hopesADTHome Security:* Provide a full refund of2 months each store location CCTV onlytotal stores: (11)) or at least the 6 MOST recent installation of 2024 total six stores I have attached copies of all relevant documents, including copies of each contract, billing history and correspondence withADTHome Security for your reference.Thank you for your attention to this matter. I look forward to your assistance in resolving this issue promptly.Sincerely,*******************

  Customer response

  07/09/2024

  Here is some email threads similar to the texts. Very unresponsive, no support, and lack of effort. 

  

  Business response

  07/10/2024

  ADT spoke with **************** on 7/9/24 and agreed upon a monitoring credit to settle Mr. ******* concern. **************** indicated he was satisfied with the resolution. 

  Customer response

  07/11/2024

   
  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

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  07/08/24, customer service was the worst they fought with me over the phone, *********************** was the one who helped me because I wanted to know more information about their service and how real it could be when different people comes knocking at our house offering different stuff that sounds like a scam. I called the main company and he was extremely rude and disrespectful. I felt attacked by him. I asked to talked to supervisor many times and he was not willing to transfer me.

  

  Business response

  07/10/2024

  ADT contacted ************ on 7/10/24. ************ was offered an apology for her experience and indicated she was satisfied with the resolution.

  Customer response

  07/10/2024

   
  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

  07/08/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We have been struggling with ADT for years now. Firstly, we were convinced to set up services with them while the sales person conveniently left out the fact that we were signing up for a 5 year contract. As soon as services began, we started noticing problems, such as spotty service, not being able to access the cameras quickly enough (theres a loading delay of over 30 seconds to see the camera no matter what, and we pay for the highest quality internet we could possible have, therefore it is not a wifi or service issue). Needless to say, we swiftly discovered ADT would not be a god option for us and inquired about how to cancel. This is when we were notified of our contract being 5 years long. Weve since called on multiple occasions to complain and figure out if theres any way to get out of this contract, as we feel they were not holding up their end with such horrible service. Our home is not protected. We cant even see who is at our door before they leave due to the delay in accessing footage. ADT has never been helpful with this, always telling us theres nothing they can do. We recently were able to negotiate a discount for the last 6 months of our service as we fully had to switch to ring due to the lack of service and were quoted over $700 to cancel our contract. We just use ring and pay for ADT because we have no other option. On our most recent attempt at inquiring about ending our services we were quoted $111 and some change to cancel the contract. We asked the rep to repeat this multiple times as we were shocked, but immediately jumped at the opportunity to cancel our services at this rate. We assumed it was due to the 6 months of discounts we received for not being able to use the product. Today we received a bill for $339.17 and when we called to get this fixed as this is not what we were told, after being transferred to 5 different departments and spending hours on the phone, they could do nothing for us. ADT is a scam, I would never recommend

  

  Business response

  07/11/2024

  ADT has resolved this dispute by adjusting the balance from $339.17 to $169.00. The customer is satisfied with the adjustment.

  Customer response

  07/11/2024

   
  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

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had an annual service contact with ADT for my home at ************************************ for about 2 1/2 years. $67.83 is taken out of my checking account automatically on or about the 27th of every month. I moved out of the home 2 years ago and have had renters in there but I continued to pay the monthly bill as part of my rental agreement with them. Their 2 year lease has now ended and they have moved out. In anticipation of that I called ADT in June and said I wanted to terminate the contract since there are new renters in the home. When the customer service agent explained to me that I was going to be charged an early termination fee "I said, ok, please don't terminate it - I'd rather keep paying for it for them until November when my contract ends than pay ADT an early termination charge." I made a note on my calendar to call ADT in October and tell them NOT to renew my contract when it is up for renewal in November. Now - I have received a bill from ADT for $266.28. When I called I was on the phone for an hour and 10 minutes with 4 different people giving me the run around. I said if you continue with the termination that is fine but I'm not paying the early termination fee since I clearly told your agent NOT to terminate it early. The other option would be to reinstate the service and I will pay it until my contract ends in November- as was the original plan when I spoke to the ADT agent in June. They said to reinstate it it would be a new annual contract in my name. I said that is not acceptable - you terminated it early when I told you not to and I'm not signing up for another year. The last of the 4 people I spoke with said either I had to pay the early termination fee or sign up for another year - neither of which is acceptable to me. When I asked to speak to a supervisor she said "there are none available." I said "Ok I'll hold." She said, "I don't know who you would hold for we don't have anyone else for you to talk to" and hung up on me.

  

  Business response

  07/10/2024

  ADT has reinstated the residential service contract for the customer and reversed the early contract termination charges on the account. The customer remains monitored and in service with a current balance of $0.00 paid through July. 

  Customer response

  07/11/2024

   
  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

  07/04/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On or about 5/15/24 we contacted ADT to inform them that we were moving from ************************************** to **************************************. We had a 5-year contract for service at 813 Fairfax and were told that we would be able to transfer our service. We were 2 years into our contract at 813 Fairfax and were told we would be given a 3 year contract at 33 Windflower. We were assured that service at ****************** was cancelled. On 6/21 we had the system installed at 33 Windflower and signed the new 3 year contract. The equipment has been inoperable since installation. On 7/1 we received an email stating that ****** was due to bring our account to current. I called ADT and the representative I spoke with explained that this was for service at 813 Fairfax from 5/15 through current. She said that the service was never cancelled and that the amount would be deducted and then refunded. She also laughed at us and our problem. On 7/3 I called ADT to get help with our system. I was told they could not help me because the verbal password had been changed. It is different from what is in myADT.com. They refused to help me again on 7/4 when I discovered there is now a balance of ******* due from my account for cancelling the contract for service at ***********, which we did not cancel -we thought ADT was guiding us through a service transfer, but they were lying and deceiving us. We need help settling this contract dispute with this obviously and disgracefully dishonest and disreputable company.

  

  Business response

  07/09/2024

  ADT has resolved this dispute with the customer by waiving the early termination fee in the amount of $2,117,60. The customer is satisfied with the adjustment.

  Customer response

  07/10/2024

   
  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

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had ADT over 10 years ago and decided to discontinue the services because they allowed a ***************************************************** regards to them not being able to collect payment. Fast forward to this day I wanted to give them a second chance and I contacted them in regards to re installing the system. I was told that if I re installed my system my previous balance would be waved. They waited until the trial period ended to contact me and bill me for the previous 500 dollar bill. When I called to try and cancel the system they told me I would owe them over ***** dollars if I wanted to cancel. I explained to them that I was lied to and made believe that they would wave the previous balance and I was told that there was no record of anyone telling me that and that the payment would come out in full from my debit card. I explained to them that I would have never re installed the system if I knew it was going to cost me this much. They told me nothing could be done and I would have to prove to them that I was told that the previous balance would be waved. I was hung up on and now Im stuck with a ***** dollar bill. This is so unfair to do to a single parent. They pride themselves in saying they serve veterans and active duty military but they take advantage of the fact that we leave on deployment and dont have the ability to check up on our bills as well as other people who have access to computers or phones. This company is absolutely disgusting.

  

  Business response

  07/05/2024

  Upon review of the account the customer went out of service back in 2016. There was a balance of $485.93 at the time. ***************** restarted service at the end of June of this year. ADT agreed to waive the $488.48 total balance on the account, and she accepted that resolution. We contacted **************** this morning, thanking her and her family for their service and ADT sent email confirmation the account was at a zero balance now. 

  Customer response

  07/08/2024

   
  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

  07/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We recently learned that ADT has been billing us monthly, and receiving direct payment from our ***** Fargo checking account, for home ********************** on a property that we sold in June, 2009, and where we never had ADT service. When we became aware of this, we stopped further payments from our checking account. The monthly charge has varied over time, as ADT periodically increased the rate, and the most recent monthly charge is $56.10. Thus, we have been improperly charged by ADT for 16 years, and the total amount of these charges is at least $7,500. Soon after I became aware of this issue, I contacted ADT in early June, 2024, and have since had multiple calls, where they pass me to one person after another, with promises of follow-up that never occurs.I request the assistance of BBB in recovering the improper payments from ADT.Thank you,****************************

  

  Business response

  07/09/2024

  ADT has spoken with the customer regarding this dispute. California statute of limitations in this situation would execute a maximum refund of up to 4 years back. ADT has agreed to provide the customer with the ****** refund totaling $2385.48. The customer has accepted this refund amount, and the request has been sent to our billing office for the transfer of funds. 

  Customer response

  07/09/2024

   
  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

  07/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On apporx. 6/27/24, my co2 detector located in the basement which is tied into the system began to beep, thinking it was simply a battery replacement issue, I replaced the battery but that didn't fix the issue. I attempted to contact ADT customer care on 7/1, after about 30 min, after verifying my account, I was told my account was closed and that I no longer had an account with **********************. I explained I have been a customer for over 18 years, even before my former protection one account was acquired by ADT. I explained I simply wanted either a tech to come and fix my detector or replace it. She explained that she could not help me, she said even if she could help me, I would be charged a fee for a tech coming out. I explained that years ago a note was put on my account saying I should not be charged a tech fee.She said call back another time? What? On 7/1/24, I emailed a member of the executive team, no response. I.have a small child at home, it is critical to have a working co2 detector, which I am paying extra for ADT to monitor to work.

  

  Business response

  07/11/2024

  We reviewed the account and confirmed that ************** had the system installed on 12/6/2019.
  
  On 5/17/2024 ************** called in said he changed the battery for the smoke detector and the alarm did not go off.
  
  The customer service agent assisted ************** and did a firmware update to reset the panel.
  
  We reached out to ************** to further assist he mentioned he changed the battery for the Co2 detector, and it keeps beeping.
  
  We assisted ************** and scheduled a service appointment for 7/11/2024.
  
  We will follow up with ************** after the service appointment and assist as needed. 

  Customer response

  07/11/2024

   
  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

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ever since joining ADT, everything has been a hassle, from equipment problems to billing. I'm billed a different amount each month. It is frustratingly inconsistent, and when I call to get an understanding, I get a lot of mumbo jumbo. I was told that service with equipment would be ***** a month until the equipment is paid off. I have only paid that exact amount once. Sometimes twice a month, I'm charged on April 5, $59, and on April 27, $51.38. I think that I'm being taken advantage of because they won't give me a clear understanding of billing. I should have gone with CPI but ADT talked a good game even lying about product warranty

  

  Business response

  07/10/2024

  ADT has provided the customer a complete breakdown of the billing on the account.  No issues were found with the billing on the account.  

  Customer response

  07/11/2024

   
  Complaint: 21924819
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

*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. ↩