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

  3332 Walden Ave, Suite 108 Depew, NY 14043

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:04/15/2025

  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.

  Hello I have alarm systems with ADT with my Arizona house and my Reno house. I am in process of selling my Arizona house. My addresses are: ******************************************** and *******************************. My name is Anathea (first name) C (middle initial) ****** (last name). Cell ************. - I first called in Mid March to set up service in ******. The ***resentative told me service would be set up and quoted $500. I knew this was not the cost given the number of cameras. I asked her over and over again if this was correct and she insisted it us. She did NOT offer financing. - I called back in late March and spent almost 2 hours on the phone with multiple ***** I spoke at length with Taylo and we discussed the number of sensors and cameras I wanted, as well as financing. He noticed that my account had been entered incorrectly, probably by the *** in *** March as it had been correct before. It had my last name as "C ******" even though C is my middle initial. He rebuilt my account, which took close to an hour, and then said financing was approved. - However, when the *** came on 3/31, there was no record of financing. We tried calling ADT but the *** told me my credit information kept saying "no response" and I had to call Equifax. The *** was borderline rude and lectured me on the "no response." The tech received permission to install anyway and I could call back within 30 days to pay for the system. ADT did NOT tell me that I could not finance the system if I installed that day. I did call Equifax (no problem) and called ADT again. ADT will still not allow financing or acknowledge responsibility for the error their *** made. The customer relations person would not speak to me on the phone and only will say that they are firm in their position to only allow 3 months payments vs flexible financing. This was a terrible experience.

  Customer Answer

  Date: 04/15/2025

  The issue here is ADT's error in entering my name in the computer (ie listing my last name as C ****** instead of ******).  C is my middle initial. This caused them to not be able to get a credit report for me. As the installation went forward (I did not understand that it could not be later put on financing as this was not explained to me), they are now saying there is nothing they can do. However, the error was entirely theirs and they are not acknowledging this, nor the many hours I spent trying to talk with them about the situation. In addition, before all of this happened, I tried changing my expired credit card information with them for monthly billing. I spent over an hour on the phone and was assured it was completed. And yet, I was then "accused" of not paying my bill when I called about the new installation. Finally, I have now received emails and phone calls from FOUR different people asking if I wanted to move my services after selling my home in *******. This is what I had called about to begin with. ADT does not seem to record anything the customer tells them and it is a very significant waste of time. The customer relations person also would not give me a phone number so I could discuss the matter and ensure she understood. I finally said I would file a complaint with BBB. 

  

  Business Response

  Date: 04/16/2025

  ADT has explained to Ms. ****** that the installment loan agreement would need to be established prior to installation of services and cannot be added after the time of installation. ADT has explained to Ms. ****** that initial agreement was enrolled in the three-payment method but as Ms. ****** added equipment at the time of the installation the three payment was removed.ADT has placed Ms. ****** into the three-payment method for the cost of the equipment. 

  Customer Answer

  Date: 04/16/2025

  There is clearly nothing more I can do regarding this matter. My concern is that ADT has not accepted any responsibility for the events that transpired. However, there are clearly no repercussions for the company. 

  Customer Answer

  Date: 04/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me but I have no other recourse.  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/15/2025

  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 canceled my Alarm which was paid for years ago. The reason for service cancellation at ********************* Mary ** was simply because of the lack of professional service. Smoke alarm went off 4 times last weekend and I gave the code and explained that I burnt something I was warming up. They sent the fire department to my house despite the all clear by me. I was then told that I still had to give ADT 30 days to cancel my service at **************** only.

  

  Business Response

  Date: 04/15/2025

  We were able to speak with Mr. ****** regarding his concern.We agreed to waive the thirty-day cancellation notice and we refunded his ***** monitoring payment in the amount of $79.03. The funds will be available on his checking account within seventeen to twenty business days. We emailed him a confirmation.

  Customer Answer

  Date: 04/20/2025

   
  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,
  
  ******** E ******

• Initial Complaint

  Date:04/14/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold my townhouse in August 2024 and gave them notice of property sale. ADT refused to cancel my contract and instead forced me to sign another contract to avoid a cancellation fee. ADT has continued to auto bill my credit card and has sent my first contract to collections. This is truly unethical and I want a full review of the issue. They wouldnt allow me to speak to a supervisor and now theyre trying to ruin my credit. Be warned of the lengthy contracts they force you to sign even if youre no longer the property owner.

  

  Business Response

  Date: 04/15/2025

  We were able to speak with Ms. ******* regarding her concern. We confirmed a new ADT account was activated at her new address, and we have waived the cancellation amount owed from her previous address. We have notified the collection agency to cease communication to Ms. ******** We emailed her a confirmation.

  Customer Answer

  Date: 04/15/2025

   
  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:04/14/2025

  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.

  *** control panl is stating that it has a Back door Low battery. We called it into the first Tech at the ************ , he explained that we need to put the battery back into the control panel and allow it to recharge itself for 24 to 48 hours. Yes, we did tell him it stated the Back door panel at which we don't have anything at our back door. So we call back on Friday night and Got Ricado which told us that our account was deactivated and showed the system was not in service. He did not ask for the code word on the account nor if the account was listed in another number. He informed us that if the alarm went off the police or fire department would not respond!! All Due to the account is not active. So I asked why are we paying over ****** a month for service from two different accounts??

  

  Business Response

  Date: 04/15/2025

  We were able to speak with Mrs. ***** regarding her concern.We confirmed that she does have an active ADT account with us. We provided her the active account number for future reference. Also, we scheduled a no charge service visit for this Saturday, 4/19/2025, to replace a door sensor battery.

  Customer Answer

  Date: 04/16/2025

   
  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,
  
  ******* *****

  Customer Answer

  Date: 04/19/2025

  After waiting all day for the tech to come for an appointment., at 4:50we call adt service to see why the tech had not arrived.  We were told that they called - ********** @ 0830 to let us know due to the holiday it needed to be scheduled.  Then they couldn't scheduled it until Wednesday April23rd. Corp is who sat this appointment up and Corp Just had us to sat and waste our time for an scheduled appointment that never took place system still not fixed with a battery installed. Is this how ADT take care of their customers! ****** off ********************** customer!!

   

  Customer Answer

  Date: 04/19/2025

  Reminder: ************ Appointment Is Scheduled for 4/19/2025 between 12:00 PM - 4:00 PM Information...

  

  Business Response

  Date: 04/22/2025

  We communicated with Mrs. ***** earlier today, 4/22/2025,via email. Another technician was dispatched yesterday, 4/21/2025 and they were able to provide the correct battery for replacement. Mrs. ***** confirmed the issue was resolved.
  
  As a courtesy due to the technician issue that occurred on Friday, 4/18/2025, we provided a credit of $190.17 to cover their current and past due balance.

  Customer Answer

  Date: 04/23/2025

   
  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:04/13/2025

  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.

  We owned two houses and had two ADT alarm systems. One in ******, ** and one in *************, **. We sold the ****** property last year and terminated the contract on both houses at that time due to the ************* property about to be demolished and rebuilt. I contacted ADT first last May 2024 to cancel both contracts.The first phone call I was informed we couldn't cancel the contract on the ****** house because we had an unfulfilled contract. I was then told the only way to meet the contract continuation requirement was to purchase an additional system. Since we no longer needed one, my mother took delivery of a new, scaled-down security system which was charged to my account to meet the contract requirement. I was also told she needn't install anything. All that needed to be done is to make ONE monthly payment for it, then I could cancel that contract for $220 and change, which would then fulfill the contract related to the ****** property and we would be done.Multiple lengthy phone calls to ADT between May and October regarding cancellation of the account resulted in what was supposed to be an $1100 credit to my account for fulfillment of the contract. My credit card showed the credit was pending. I was harassed throughout the repeated phone calls not to cancel the account. I informed them we no longer had a need for any system and did NOT want anymore ADT services. In October the credit was supposed to go through. It wasn't until early February when I realized not only did the credit never go through, but they had continued billing my credit card for an acct that supposedly no longer existed.More phone calls over the past few weeks, more promises that the account will be closed and I will receive the promised refund and now I am receiving more emails that my account is seriously past due. This is such a scam.

  

  Business Response

  Date: 04/16/2025

  ADT has cancelled Ms. ****** one outstanding account with no balance of contract charge. Ms. ***** has been added to ADTs do not call list per her request. 

  Customer Answer

  Date: 04/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I am not happy with the offer, I am accepting it to end the matter.  Let it be known that I am accepting this resolution offer in protest for lack of refunding the monies which ADT illegally took from me. However, I simply want this to end.
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:04/12/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ADT bought out Alder - I was promised the transition would be seamless and none of my services would change. After over a dozen calls since January I still do not have a camera that operates properly Ive been lied to ***eatedly, with every single call I am told a different story. Phone calls last over an hour with no resolution. I was sent a new ****** Nest camera and ADT installed- I was then told I needed to pay an additional monthly subscription for the camera to operate and record as *************** still doesnt work and I was transferred from ADT to ****** and still no resolution. In fact, ****** now tells me the service ADT promised will cost me $15/month, and ADT told me it would be an additional $6/month.I was PROMISED REPEATEDLY my Alder services would remain the same and cost would remain the same Phone calls last over an hour with no resolution I have ***eatedly asked my service be cancelled since I am not getting the services I was promised. I was told today my account *** only works M-F Well, I work M-F and cant afford to waste anymore time. I want my contract terminated immediately and my monthly charges to cease. My bill has been increased to $50.76

  

  Business Response

  Date: 04/18/2025

  ADT has reviewed the customers account.  The customer was having issues with the camera that was installed by Alder Security. We contacted the customer and was advised that she offered to have the old camera replace with a new ****** camera.  She was made aware the rate will increase. The customer decided to cancel. As a goodwill, we waive the loyalty rate contract and cancelled the account. The customer was satisfied.

  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:04/12/2025

  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 ADT to cancel my subscription in March. The agent on the phone tried very, very hard to convince me not to do this. She offered discounted rates and other things. But I just wanted to cancel. The phone call took hours. It turns out that she did not cancel my service. She just discounted my rate. ADT continues to charge me for service. The last charge on my **************** is dated March 25th for $23.43. The previous month's charge from ADT was for $63.86, so you can see that she just put in a discount instead of cancelling. The **************** team said they would raise a dispute but also asked me to file a BBB complaint to get the contract terminated. I should have a right to cancel my service. I would like to ask for your help in getting this service cancelled. Thank you.

  

  Business Response

  Date: 04/15/2025

  ADT has confirmed the customer requested cancellation on 3/5/2025. We advised the request was placed and made effective 4/4/2025 per ADTS 30-day cancellation policy. We did take a payment of $23.43 which was her last prorated bill owed to ADT from 3/25/2025-4/4/2025. We have spoken with the customer and advised the agent did process her request to cancel and did not reduce her rate. We have sent a confirmation email to the customer as she asked, and no further action is needed.

  Customer Answer

  Date: 04/15/2025

   
  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:04/11/2025

  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.

  On April 1st I reached out to ADT regarding my cameras. I recently had to change my wifi router which caused my cameras to be disconnected. When I called the customer service line the representative was very nice and even offered to waive the technician fee for me, but did not mention anything else. We scheduled the appointment for April 3rd and left at that. On April 3rd around 1pm I get a call from ADT notifying that the ADT tech wouldn't be able to make it and we would have to reschedule. We rescheduled for April 11th and still no mention of any fees other than the technician fee. On April 11th I get a call from my sister who is at home with the ADT technician, and she tells me they are going to charge me a fee of $135.00 for the labor. I speak to the technician, and he says they are waving the tech fee but not the labor fee. I let him know I was not aware of any labor fees, when I called to schedule the service, they only mentioned the technician fee but nothing about a labor fee. He let me know they charge $135.00 for the first 30 minutes and $34 for every 15 minutes. I then ask if this could have been done by us and he said potentially yes with the guidance of ADT over the phone but can't guarantee that we would be able to fix it ourselves. I give him the okay to fix our cameras as we need them. I called the customer service line and explained I was never told about the fees. The customer service representative continues to repeat that "yes, they charge the technician fee and that it was waived but the labor fee was an additional fee". I then ask the customer service representative that I would like to see where the labor fee is listed on their fee schedule or the website and he says he is unable to provide that for me. This was very upsetting as I am paying for the service and for the equipment, but they are not honest about their fees seems like they are trying to get away with hidden fees. This is something that should be mentioned when scheduling services.

  

  Business Response

  Date: 04/15/2025

  ADT contacted Ms. ******* and issued a one-time goodwill credit for the labor charged on 4/11/25. Ms. ******* is aware that any future service visits needed due to a change with her internet are chargeable.  

  Customer Answer

  Date: 04/15/2025

   
  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,
  
  Yurixia *******

• Initial Complaint

  Date:04/11/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a wired security system in my home for 29 years. My back-up battery died on 11/2/25. ADT wanted over $100 to replace it. Since the most expensive battery I found was only $29, I refused to pay that much to replace it. ADT suggested that I "upgraded" from a wired system to a wireless system and assured me that it would be a better system but that was NOT the case. After they destroyed my original alarm system and installed the converter box on 11/27/24, I began to get false alarms; the first one was on 12/14/24, just 17 days after installation. I had 2 service calls but nothing resolved the issue. I was paying for monitoring but couldn't arm the system because of the false alarms; some were in the middle of the night. that were extremely upsetting. I cancelled because ADT couldn't make the upgrade work and I didn't want sensors on my walls, doors, and windows. That was NOT part of the original agreement. I gave them as much time as I could stand to fix the system. I finally cancelled the service February 7, 2025. I received a letter on April 1, 2025 stating I had a past due balance of $789.49 and if I didn't pay they would refer it to a collection agency which could have a negative impact on my credit score. I have never paid a bill a day late in my entire life and don't think my credit should be ruined because this company lied to me about the conversion. I believe they knew all along I would be forced to completely change over to wireless. I am now without a home alarm after 29 years. I feel ADT destroyed the security I have had for 29 years and I refuse to pay them anything. I appreciate any help in resolving this issue. Please understand that I will live with a negative impact on my credit before I pay this company one cent more. I feel I was fast talked and deceived from the start. I signed a contract in good faith and would never have cancelled if the system actually worked, but it didnt. I do not believe ADT acted in good faith.

  

  Business Response

  Date: 04/15/2025

  We were able to speak with Ms. ****** regarding her concern.We agreed to waive the final balance of $789.49 since she was with Protection One for twenty-nine years. We emailed her a confirmation.

  Customer Answer

  Date: 04/15/2025

   
  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:04/10/2025

  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.

  For 2 years and 8 months we have had equipment and services through adt, the equipment has not worked for the entire time frame, and when called they informed me that we would have to pay for someone to co.e out and look at the equipment and if we wanted to have it fixed there was another fee for that. We have sent 2 letters asking to cancel the account, 1 came back as undelivered and the other was delivered. Nothing was done, called multiple times always got informed that it was taken care of, called another time again on 4/1/25, was informed we had to talk to an account manager to have it canceled. Now being i formed that it is getting done again. ,

  

  Business Response

  Date: 04/18/2025

  We have been unable to communicate with Mrs. ****** We attempted to contact her by telephone and left a message each attempt on 4/10/25, 4/11/25, and 4/15. We also emailed her on 4/11/2025 and 4/17/2025 and provided our direct contact information.

  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.

  They tried to take the full amount of money for the final payment out of our account when we told him that it was a buyout so there's nothing that they could do for us I will never go back to them I want nothing to do with that company so they need to stop contacting me via phone and text and email phone calls have been harassing text messages have been harassing
  
  Sincerely,
  
  ******** *****