ComplaintsforADT Security Services

• Initial Complaint

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1. cannot remember the dates 2. paid for service since 2016 3. onsite support for $25, but they raised it to $59 4. my alarm doesn't work properly, I have low battery signal and I have replaced every battery I was asked to by ADT 5. They have not attempted to correctly fix the issue (please see my uploaded document)6. This issue is not related to advertising

  

  Business response

  07/11/2024

  We reviewed the account and confirmed that ****************** had the system installed on 8/27/2016.
  
  On 12/9/2022 ****************** called in said he changed the battery for the siren, and it was not sounding.
  
  The customer service agent assisted ****************** and scheduled a service appointment for 12/19/2022 and advised that there will be a $59 service charge for the appointment.
  
  ****************** did not want to pay the service charge. The customer service agent cancelled the service appointment.
  
  On 7/17/2023 the account cancelled due to non-payment.
  
  On 9/13/2023 **************** called in said he received a bill for $2786.38 and the system has not been working.
  
  ****************** mentioned he will make the payment if a technician is sent out to service the system and if the service fee is waived.
  
  The phone call dropped; no changes were made to the account.
  
  We reached out to ****************** to further assist he said the system did not work after the batteries were changed.
  
  We assisted ****************** and created a quote for the system to be upgraded.
  
  We quoted ****************** $325 for the upgrade with a rate of $43.99.
  
  ****************** agreed to go forth with the upgrade.
  
  As a goodwill gesture we placed a credit of $286.38 on the account to cover the balance due on the account.
  
  We sent the quote details to ****************** email and waiting for the documents to be signed to schedule the installation.
  
  We scheduled the installation for 7/11/2024.
  
  We will follow up with ****************** 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

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My complaint against ADT is related to a charge of $171.75 that I do not owe. Part of these charges included a bill for a Customer Cancellation charge of $138.69 which is outrageous and without merit because I was under a monthly contract. Based on a phone call around November of 2023, ADT monitoring ***** contacted me saying my alarm system showed issues at my location and they needed me to go through a series of procedure to test my system which i did.Apparently, if I set my alarm system and needed fire, medical or police alert from my home panel, ADT would not get the signal. However, they had been aware there was an issue but made no effort by mail, text, email, phone calls to notify me there was a problem but continued to send me my bills which I paid when due. As the conversation continued, I was advised my issue had been going on as far back as April of 2023. I brought this problem to ADT billing **** to request a complete refund due to failure to deliver services. ADT credited my account, but it was minimal, and I was disappointed by being a customer for over 25+ years and my service not properly working for more than 6 months. In the meantime, I was setting my alarm system with no indication there was an issue while ADT provided me with a false sense of security that I was being protected all this time. This is not the first time my system was not working correctly, but I decided it would be the LAST TIME I would continue paying a company for POOR PERFORMANCE.In February 2024, I contacted ADT and advised them I was discontinuing my service with them and they began giving me attitude. The phone conversation terminated rather harshly.ADT excuse for not notifying me there was a problem because they said I should have tested my system monthly. My balance should be zero I dont owe ADT anything and I want a correspondence and my next billing statement to reflex that. I started new service with another company in March 2024.

  

  Business response

  07/02/2024

  ADT has reviewed Ms. ******** concern and has waived the outstanding balance. ADT did attempt to reach ****************** on 7/1/24 and 7/2/24 to advise and left voicemails on both occasions. 

  Customer response

  07/05/2024

   
  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.

  I also want in writing that if there are any negative reporting regarding my credit history that communications to any and all agencies be removed from their records.
  
  Sincerely,
  
  *****************************

  Customer response

  07/05/2024

  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.
  I also want in writing that if there are any negative reporting regarding my credit history that communications to any and all agencies be removed from their records.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We bought a house in March and had ************************* License #******** from this company come out for a consult. At the time of meeting he knew we were hesitant about committing and we had a back up security system we were considering as well. He pushed heavy to try it and let us know we had a 90 day trial period we could try the services and if we were not satisfied we could return all equipment and did not have to commit. He also told us the monthly rate would be lower than we currently are contracted into paying. After a few weeks we did decide this was not the system we wanted to go with and tried to call to cancel. We were told we signed a 3 year contract and could not get out of it without paying for all equipment in full and there was no "trial period" that they offer. We pulled footage from our Waze camera in our dining room the day ******* came out and have him on video telling my husband this lie, while I sat in the neighboring room and her it. We also have recorded my husband being cautious to sign any papers and ******* saying over and over there was no commitment until 90 days are up. We have called this company at ************ with this complaint several times and have been told we may get a lower rate if they have to come out and service our equipment 3 times in the first month. We have attempted to have them do that and now they are saying there is to no policy stating that either. This company has started our relationship on a lie and has us hooked for 3 years against our will on continues lies and bad business practices.

  

  Business response

  07/05/2024

  After reviewing the account, and discussion with the customer, ********************** was not able to retrieve the audio video of the technician making a false promise.

  Customer response

  07/08/2024

   
  Complaint: 21920741
  
  I am rejecting this response because I have been instructed from our attorney to not release this footage to them.  If we proceed with a legal complaint we have been told to keep this as evidence.  We have been telling them for months now-starting within the first week of this system being installed what this sale's representative did to coerce my husband into signing the contract.  At this point our word should be enough after the same complaint has been brought to them about their employee lying to us.  I also know this cannot be the first time this matter has been brought to their attention.  If it happened to us I have no doubts that it has happened to others.
  
  Sincerely,
  
  ******************

  

  Business response

  07/11/2024

  After review of the account, we are happy to seek to resolve any service issues the customer may have. From what we understand there is no existing service issues. ADT is willing to abide the contract the customer signed if they have proof that the commitment was made we will be happy to investigate it further. No proof has been made to verify a false promise being made.

• Initial Complaint

  06/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  2015 I signed up for ADT service. 2022 I moved to ********** and kept the service. I then moved to a new home in ********* which included a modern alarm system by Safe Haven, an ADT company. May 26th, after checking to ensure I was still qualified for the service, an ADT tech activated the alarm using information from my previous address. Nothing changed. June 21 an overdraft alert was received from the bank. After checking I noticed a withdrawal of $1955.11 by ADT. I called and spoke with ****; after verifying my information he immediately apologized for the issue and informed me that he would have the charges reversed. This happened by the end of day 6/21/2024. I was satisfied with the action taken by ****, however on June 26 I received another overdraft, on checking the account I was alarmed to see another debit of $1955.11 by ADT. June 27, I called ADT billing support and spoke with **** about the issue. He verified that I was an ADT customer, again he apologized but stated that he would submit a request to have the amount refunded to my account within ***** days. Today June 28th, I still have not received the amount taken from my account. I do not understand why I must wait 15 days to get the money back in the account. In the meantime, the checking account is being debited monthly payment for alarm monitoring. Please address the issue with ADT on my behalf. ADT is an extremely difficult company to deal with, the employees shuffle you around until frustration sets in and the call is voluntarily disconnected. All I am asking for, as a 75-year-old senior citizen, is for ADT to return the amount stolen from my account so that I can pay my monthly bills and buy food. My mortgage is due the first of the month and ADT has my money that I need to pay living expenses. Please help me retrieve it. I am still a customer of ********************** and should not be charged for breaking a contract.

  Customer response

  06/29/2024

  THREE DOCUMENTS ADDED,

  

  Business response

  07/11/2024

  We reached out to the customer and apologized for any frustration or inconvenience endured with the service. After review of the account, we have verified the customer did relocate service to a new address, which the new account service was relocated through one of our Authorized Dealers Safe Haven. We explained if the customer relocated service through a different company, ADT Corporate would not know if the customer has started a new account unless it is reported. After further review, once the cancellation was submitted for the address of ****************the account cancelled on 06/05/2024, a letter was mailed out to the customer informing that the account would automatically withdraw the early termination fees on 06/17/2024 due to the account was cancelled before the end of term. The customer confirmed the letter was received after the withdrawal due to moving to the new address, but it was too late to stop the withdrawal. We explained the *** check payment posted onto the account on 06/24/2024 for the early termination fee balance of $1,955.11. Once the payment posted and since it was a check payment, we place a 15-day hold on the payment to make sure the payment is not reversed or disputed. We also explained the 15-day hold is over on 7/12/2024, which on that date we will process the refund to be returned back to the payment method. We explained the refund will be expedited and will be received within 5-7 business days after 07/12/2024, if not sooner. Again, we did apologize for any inconvenience this has caused. As a goodwill courtesy, we have placed a two-month billing credit on the customers new account to take care of the next two months of monitoring on ADT. The customer understood.

  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

  06/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My mother passed away. A court ordered me to get all of her bills out of her name. I became the name holder of her accounts and paid the remaining bills for her house, and the family sold her home within two months. She had been a customer of **********************'s for decades. ADT charged me $933.29 claiming I am obligated to pay them for years of service I will not be receiving. I encourage all people in the market for a house security system to seek all alternatives to ADT. They are unethical and quite frankly, devious.

  

  Business response

  07/09/2024

  ADT waived the balance of contract charges as a goodwill.  The account holders mother was a longtime ADT customer, and the son needed the account put in his name for only a few months.

  Customer response

  07/11/2024

  Hello,

  Adt claims to have waived the charge and refunded the money. If so, then that is a satisfactory resolution to the issue. Thank you very much for all of your help.

  Kind regards,

  ***************************

  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

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have called ADT a total of 12 times in an attempt to cancel my service. I get transferred multiple times and calls disconnect. At this point I consider my payments theft. I just want to cancel my service.

  

  Business response

  07/09/2024

  We attempted to contact the customer by phone twice and was only able to leave voicemails. We also emailed the customer, which we did receive a return response. After review of the account, we explained per the account notes, the customer spoke with our ****************** Win Back Save Team on 07/01/2024. The customer was offered a free service call that is scheduled for 7/10/2024 for the service window of 1pm-5pm and a reduced rate for the next 12-months that will begin on the next billing cycle in August 2024. After further review, there was also a billing credit of $50.67 that was applied to the billing account on 07/02/2024. The customer confirmed she did accept the offers and has decided to keep the service at this time. We apologized for any frustration or inconvenience endured when trying to cancel the service. We also expressed we appreciate the customer being a loyal customer since 2020 and we are thankful she has decided to keep the service.The customer advised the ****************** Team was able to provide a solution that met her needs, and no further action is needed. We are closing this case due to the customers concern has been addressed

  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

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Installed incorrect ****** Nest Doorbell. Will not remove and reimburse for cost and installment charges.

  

  Business response

  07/10/2024

  We attempted to contact the customer twice by phone but was only able to leave voicemails. We also emailed the customer but have not received a return response. After review of the account, we do have record a service technician was out on 06/29/2024 and documented we removed the Smoke Detector, a Doorbell camera and a Mini Nest Speaker. We are awaiting the confirmation paperwork to be submitted, which once received then a credit adjustment for the total cost of the parts that were removed will be deducted from the equipment financing loan balance. Once the equipment is removed, it can take up to ***** business days before the account is updated and for the financing loan balance to be reduced. We are monitoring the account, which we will update the customer again once the credit adjustment is complete. No further action taken at this time due to no contact made with the customer. 

  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

  06/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  i paid the bill 2 times they suppose to have put the money back into my account last week now on 6/28 they took the money out my account on my other bank card and i do not know whats going on . i need you help with this situation wish they would stop doing this to me i have surgery monday and its inconvient to me had to handle some buisness and now they taking money out my account 2 times when the layment they taking out is due on 7/9 never signed up for recurring chargers on that card

  

  Business response

  07/02/2024

  The customer was past due by a total amount of $134.96 as of June 6th, 2024. This included past due charges, $10.42 for their monthly flex fi loan, and $65.75 for their monthly monitoring charges.The customer paid $10.42 towards their equipment loan on 6/8 and $63.00 towards their monitoring charges leaving a balance of $61.54. ADT as a courtesy,submitted a credit request in the amount of $63.00 leaving an available credit balance of $1.46 as of 6/19/24. The customer payment of $64.29 on 6/28 was applied towards their July billing statement for monitoring ($65.75) leaving a balance due of $0.00. The recent charges associated with the account to bring the billing current are valid and have been applied. There are no refunds due to be processed on the account. The customer was advised of these billing breakdowns, and stated she will continue to dispute the most recent charge with her bank.
  
  

  Customer response

  07/02/2024

  i paid the equipment in 5/8-6/8 the  $10.42 and pay $63.00 nd $64.29 both was paid in june one on6/15 and they took the other payment off my other bank card on 6/28 numerous times was suppose to do a refund but never did now 7/2 the man said billing not going to refund my money the bill was due on 7/9 and they  suppose of refunded it back on 6/28 

  Customer response

  07/02/2024

   
  Complaint: 21914703
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  

  Business response

  07/05/2024

  ADT reiterates our previous response; The customer was past due by a total amount of $134.96 as of June 6th, 2024. This included past due charges, $10.42 for their monthly flex fi loan, and $65.75 for their monthly monitoring charges. The customer paid $10.42 towards their equipment loan on 6/8 and $63.00 towards their monitoring charges leaving a balance of $61.54. ADT as a courtesy, submitted a credit request in the amount of $63.00 leaving an available credit balance of $1.46 as of 6/19/24. The customer payment of $64.29 on 6/28 was applied towards their July billing statement for monitoring ($65.75) leaving a balance due of $0.00. The recent charges associated with the account to bring the billing current are valid and have been applied. There are no refunds due to be processed on the account. The customer was advised of these billing breakdowns, and stated she will continue to dispute the most recent charge with her bank.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  ********* provided a relocation option in lieu of an account closure. The option had a contract with a cancelation period of 3 days. I since decided to cancel the contract within 12hrs. ADT agents refuse to cancel the contract and winding the clock down to enforce the contract. They will not provide a resolution and are not taking on the request as they get penalized for performing the task by ADT which is a self-perpetuating cycle of being unable to cancel services by this company.

  

  Business response

  07/10/2024

  I was able to speak to ************* and got the Pro installed system canceled as requested. I was also able to get the return label sent and the self-setup system canceled. The customer 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

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 24th I called to cancel my home service because I have sold my home. The person I worked with transferred me to a "supervisor" in order to finish the cancellation and he then gave me a hard sales pitch to transfer my service to which I said no and he then said he would send me an email to detail what he was offering and told me my service was cancelled. I received a new contract in my email and an appointment to set up the new service and did not cancel my existing service. I have spent three days trying to cancel service and they have since given me a bill when they doubled my bill in June that was supposed to cover to August, I asked for the refund since that was never agreed to. They responded by charging me more. I still do not have the service cancelled and have called and spoken to numerous people trying to cancel. Very shady business practice.

  

  Business response

  07/01/2024

  ADT made contact with ************ on 6/30/24 and was able to get the account at her prior address cancelled. ADT also cancelled the order for her new site and is refunding ************ her overpayment. ************ has been advised of the timeframe to receive her funds. 

  Customer response

  07/01/2024

   
  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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