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.

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

  
• 

  ADT Security Services

  291 Cahaba Valley Pkwy N # C Pelham, AL 35124-1165

  
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  ADT Security Services

  3205 SW 47th St Gainesville, FL 32608

  
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  A D T Security Systems

  1279 W 2200 S Ste B West Valley, UT 84119-1457

  

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:06/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  earlier this month they told me they needed to take a payment i told them fine but they repeatadly tried to charge my card 447 dollars which i didn't approve. and have a screen shot of the revised payments and them repatadly still doing it. when i asked about the refund all they said is about my bill they obviously don't care about customer service

  

  Business Response

  Date: 06/07/2024

  The customer updated the payment method for recurring charges on 2/16/24 and this was also updated for the installment loan. When the account was closed for non-payment, the final installment payment was processed per the contract terms.  This is a valid charge.  The customer was advised that this will not be refunded.  ADT did provide a $250 discount off of the early contract termination charges as a goodwill.  The customer says that he will continue to dispute the charges.

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21803995
  
  I am rejecting this response because: 

  they blantenly over drafted my bank account and didnt ask if I was  able to pay it all I want is the 447 back on my account.

  then Ill pay the 75 like I told her I would pay if I could 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/14/2024

  On 2/16/24, ADT records show that the customer updated the payment method for recurring charges and the FlexFi installment loan.  By doing so, the customer authorized ********************** to process payments from that specific payment method.    The payment of $447.19 was processed per the contract agreement that the customer signed on 11/12/22.    This was the final installment payment.  This was a valid charge and will not be refunded.

• Initial Complaint

  Date:06/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As stated by many others... They will not resolve any issues. You cannot cancel the account..You say you want no promotions and to cancel and they refuse to cancel. They put you on hold for ***** minutes to get another agent to tell you they cannot cancel the account. Then put you on hold for ***** minutes for a supervisor. They will not take no for an answer and I cannot seem to get them to understand and as punishment for cancelling they simply put you on hold for ***** minutes until you finally break and hang up and then they bill you for another month of service even though our contracted ended over a year ago. I told the rep this is my last phone call and to cancel and she sent me a bill for another month. please help

  

  Business Response

  Date: 06/05/2024

  We were able to speak with ************ regarding his concern.We processed the cancellation of his ADT account effective today, 6/5/2024 and we waived the final balance of $34.81. ************ was satisfied with the resolution, and we emailed him a confirmation.

• Initial Complaint

  Date:06/04/2024

  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.

  On February 26, 2024, I conducted negotiations with ADT Representative, and I received an email acknowledging and changing my security services from $96.04 to $84.99. Since March through June 2024, instead of charging $84.99, I have been billed monthly in the amount of $88.53. On a monthly basis, I am being overbilled $3.54 and I must call every month to request the required adjustments. On June 4, 2024, I called ADT *********** located in ********************************************************** Representative indicated that he did not have the letter that I received from ADT, so he was making the adjustment as a one-time consideration by reimbursing and making the appropriate adjustment. I explained that I was confused because the letter was issued by ADT, however, he was unaware of the letter adjusting my monthly bill. This means that I must call ADT every month to discuss why I am being over-billed. I am requesting to have my invoice/bill officially changed in ADT Payment System to reflect $84.99 and instead of $88.53. ADT billing process is broken, and I want them to permanently fix my monthly bill. Based on previous conversations with ADT Representative and I will not obtain a credit back to my NFCU **** Credit Card, but the credit is adjusted for the following month. Before, I was able to talk to a local representative and problems were being resolved instantaneously but that is no longer so. He told me I could go to ADT.com to file my concerns and that was a dilemma because I was unable to locate where to submit my concerns. Another concern that I have reported on numerous occasions is every time I call ADT number ************, an automatic recording states that I have an ADT service appointment dated May 27, 2020why? I dont understand why every time I call ADT I have to listen to a 2020 recording. I certainly miss those days of nothing but outstanding local customer service.

  

  Business Response

  Date: 06/11/2024

  Upon review of the account, the customer is disputing state sales tax that shes always paid. When ADT negotiated the lower rate with her,we did so without considering the tax for the customers area. **************** argued that ********************** should have mentioned she would still have to pay this tax and we should have let her know what the cost would be after taxes. In order to de-escalate, ADT agreed to further adjust the customers monitoring rate by $3.40 in order to compensate for the state sales tax and bring the customers total rate to the $84.99. While we spoke with ****************, she also mentioned that when she called ADT she was reminded by our automated prompt about an appointment from 2020. ADT assured her that we would look into that problem and try and find a resolution. We asked to call the customer on a recorded line so she could call our number and we could capture a recording of the prompt she receives. ADT will continue to actively work on resolving this concern with the customer. 

  Customer Answer

  Date: 06/11/2024

   
  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

  Date:06/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a client with ADT for *********************************** 2021. The smoke alarm started beeping out of no where in April2024. So I called to trouble shoot it. After being on the phone an hour we had to have a technician FaceTime me another day. So we did that. Deemed the fire alarm to be defective and they were going to send me a new one. Now while doing this I also made an appointment to have a survey done for a new system installed in the first floor apartment and a new camera added to my system. The guy came we did a survey, I said ok lets do it. Two appointments went by with no technician showing up, calling late in the afternoon on Saturdays stating they cant make it I need to reschedule. Also still have yet to receive my smoke alarm. I call to try to see what happened with the smoke alarm and they have NO RECORD OF IT EVER BEING ORDERED and they tell me I have to do the face time call all over again in order to place the order for a new one. I give up for a few weeks. Finally I decide lets do this again. I do it again. And then I get something in the mail. But its not a smoke alarm its a window contact. Now this is three months w/o a smoke alarm in the upstairs part where my elderly mother lives. 4 no show appointments at this time. I give up and cancel the order for the new install. I tell them I want my money back and they tell me oh we cant its already been a-credited to your account. This is a $600 credit. A camera added that couldnt be added in the end I find out those cameras could no longer be purchased or added to my existing system bc by law the cameras are illegal to sell bc China can hack them. This is 3months later, 4 appntmnts of no shows, no new system added and a purchase of a camera that could NEVER BE INSTALLED IN THE FIRST PLACE. Hours lost on the phone calls. Being hung up on Transferred a million times with no resolve. And now they want to keep my money for a purchase never recieved.

  

  Business Response

  Date: 06/11/2024

  ADT has reviewed the customers account and has confirmed the installation appointment was cancelled. We contacted the customer and submitted a refund for the over payment in the amount of $489.40. We also lowered the monthly monitoring rate to $39.99 and issued a 2-month monitoring credit. The customer accepted the offer and decided not to cancel the account. 

• Initial Complaint

  Date:06/04/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October 2023 we contacted ADT Security to review and potentially upgrade our old hardwired home security system to a more contemporary monitoring system. Because of the location of our home we have unreliable internet connection and a landline based security monitoring system was necessary. An ADT representative confirmed ADT could replace and upgrade our security system for about $1200 and provide monitoring for about $750 per year, three year minimum. ADT demanded we sign a contract for installation and monitoring, and pay approximately $2100 in advance before the ADT installation person(s) could be scheduled. We signed and paid. A week later the ADT installers arrived, claimed the representative that provided the quote was wrong and an additional $800 or so in equipment would be required and because we have a detached garage (approximately 80 feet from our house), a second monitoring contract (approximately $750 per year, 3 year minimum) was mandatory The ADT installers moved through our home removing the original monitoring system componentry and replacing it with a wi-fi *******based internet system. During the process the ADT installers severed our telephone landline connection. At the end of the first day the system was about 50% installed and was clearly a wi-fi, and internet based system which we knew would not be reliable. The installation was never completed, never worked. We stopped payment to ADT on our credit card. From October 2023 to May 2024 ADT billed us for services approximately $2000 each month and in May increased it to approximately $3000 after adding a contract cancellation fee - then last week sold our receivable to a debt collector. Between October and May we called ADT numerous times, spent hours on the phone trying to contact anyone in ADT customer service, we sent emails, not a single response. We are now dealing with the collection agency who could care less about the basis for unpaid invoice. Not easy for us retired folks.

  

  Business Response

  Date: 06/14/2024

  ADT advised the customer that the account balance is valid. However, ADT offered the customer a $500.00 credit toward the balance, out of courtesy to help reduce his balance.ADT also advised the customer if he accepts the $500.00 credit and pays the remaining account balance in full, ADT would submit a request to have his account pulled from the outside collection agency.  He requested for an email to be sent to him with this information. The email was sent, and the customer will think about the offer. 

• Initial Complaint

  Date:06/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ADT took $1,251.12 out of my bank account on May 25th without my permission and caused my account to overdraft. I have contacted ADT via online chat and telephone probably 20 times about getting a refund. Each time I get told different things. I was also charged $53.92 again without my permission which caused more overdraft fees. Now I am being told that I will only be refunded $1133.67 via mail and it could take 25 days to process. I am on disability and all my money is tied up in a bank account that is overdrafted. I am not exaggerating when I say that I have not eaten in days. I have no money for food, gas etc. This has quite literally ruined my life. I don't understand why I can't be refunded what was taken from me (including the overdraft fees.)

  

  Business Response

  Date: 06/07/2024

  ADT has resolved this dispute with the customer by issuing a refund in the amount of $1,251.12. The customer is satisfied with the adjustment.

• Initial Complaint

  Date:06/04/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June of 2023 I had ADT add 2 cameras to my system. The charger was $600.- I paid it, then I noticed 1 camera was slow to pull up and I made a trip up to my property (********) and saw water in this 1 camera. I then embarked on attempting to get ADT to fix it they sent a technician out that replaced the camera and told me it was under warranty. Then I get a bill for $600.+ for 1 camera. They denied it as warranty and said that I could not have the old camera because it had been destroyed. Now the are saying I owe them $350.00 and I cant get them to show me any paperwork, they forever have been told to mail me everything to my Florida address. Nothing. I want to disconnect my service and I was told I cant because they have my signature and she verified it was mine, but they refused to show me or provide me any documents as to prove I signed anything. Ive been a ADT customer for better than 25 years and Im done with them. Outrageous charges and lousy customer care.

  

  Business Response

  Date: 06/17/2024

  ADT reached out to the customer, set up paper billing and waived the disputed service call charges as goodwill.  

  Customer Answer

  Date: 09/05/2024

  I reject this ADT response, On the basis of what we had previously discussed was never addressed. 

  
  

  First I am not receiving any paper billing to my Florida residence, which has been an ongoing issue. I have given my Florida address several times. 

  
  

  Second There is absolutely no communication as to why one day I have a $600 credit, then the next day I have a $700 bill for the camera that was installed by the service technician via a text message. I would like some answers.

  
  

  Third  I would like to know why because I have a system that is not monitored, They have decided they will monitor my home system at an inflated, increased amount, monthly for three more years.  I had a camera that I bought and paid for from ADT.  A service technician came to my residence, took my camera that had been paid for. Replaced it with a new camera and added a three-year service monitoring fee. I did not agree to that monitoring fee, it was my camera that I bought and paid for previously. The service technician took it MY camera with him. I called customer service and inquired about my camera, and was informed it had been destroyed. A camera that I paid for previously. Coming to my residence and fixing, or replacing the camera was a warranty issue and not a new installation. 

  
  

  Forth.  My home monitoring system is separate from my camera system.

  

  Business Response

  Date: 09/13/2024

  ADT is currently working on this concern and will provide an updated response.

• Initial Complaint

  Date:06/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Urgent Assistance Required - Unethical Practices by ADT I am a grieving widow seeking help in a distressing situation involving ADT, which has been continuously withdrawing money from my account despite my request to close the account following the passing of my husband in 2021.A sales representative, who presented herself as kind and trustworthy, convinced me to opt for a no-contract service with ADT after my husband's death. I was informed that I only needed to pay for the equipment, as there was no underlying contract. However, to my dismay, I later found out that I had been misled into a contract until 2027, with a forged signature on the documents stating so.ADT has been fraudulently deducting funds from my account, causing financial strain and resulting in overdrafts. Despite my consistent payments for three years, the service has not been operational for over two years. They have exploited my vulnerability as a widow, demanding excessive payments and providing no assistance when reached out to.I urge for immediate action to rectify this situation and put an end to ADT's predatory practices against innocent citizens like myself. Your intervention to ensure a full refund is granted and to hold this unscrupulous company accountable is greatly needed before more individuals fall victim to their deceitful tactics.Your prompt attention to this matter is earnestly sought, as I am struggling to resolve this issue on my own amidst the callous behavior of ADT's representatives. Thank you for your consideration and anticipated support in addressing this urgent matter.Sincerely,****

  

  Business Response

  Date: 06/17/2024

  Upon reviewed of the customer's account, the customer signed a contract with ********************** on 3/13/2021. This was a 60-month contract with a monthly rate of $62.99 and equipment monthly installment of an amount of $24.39. ADT spoke to the customer on 6/4/2024. ********************** left a message for the customer with *********************** contact information on 6/13/2024. ADT will call the customer again. 

• Initial Complaint

  Date:06/03/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer with ********************** for a decade. I am selling my current home and needed to cancel service. Upon calling them, they informed me that I was "under a 5 year contract." How does that work when I have been a customer for 10 years? Nevertheless, they just sent me a bill for $1130 to cover the costs of the service for the rest of the contract. First, I did not sign any contract; again, I have been a customer for years and years, always paying my bills on time. Second, why would I have to pay for services INTO THE FUTURE, when I am not getting the benefit of those services? I do not believe that I should have to pay this bill for these reasons. This is egregious and aggressive billing practices to take advantage of people moving out of their homes.

  

  Business Response

  Date: 06/04/2024

  ADT has reviewed the customer's account and determined the remaining balance is not valid. The customer had a camera upgrade installation on 12/10/2021 with a new contract. The customer had issues with the new cameras and the entire camera system was removed. The equipment charge was adjusted and waived. We contacted the customer and advised since the equipment was removed and the balance was adjusted, the contract should have been voided too. We issued a credit to the account in the amount of $1141.07 and submitted a refund in the amount of $10.28. The account now has a zero balance. The customer was satisfied with the resolution. 

• Initial Complaint

  Date:06/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered the services of ADT. The services were sub-standard and unacceptable. Ultimately, we cancelled the services and while we were agreeable to pay for delivered equipment, which we did, the charged us over $2,477 for monthly fees! This is ridiculous!

  

  Business Response

  Date: 06/12/2024

  We reached out to the customer and apologized for any frustration or inconvenience endured with the service. After review of the account, we explained the 60-month Retail Installment Contract began on 09/11/2021 and ends on 09/10/2026. We explained if the service is cancelled before the end of term, per the agreement, the customer is responsible to pay 75% of the remaining contract term, plus any equipment financing loan balance. After further review, the customer requested to cancel service on 05/23/2024, which the 30-day cancellation was submitted,and the account is set to cancel on 06/20/2024. We explained once the cancellation was submitted, per the agreement terms, the account automatically charged the equipment financing loan balance of $859.82. We also explained the remaining balance of $1,538.67 is the remaining early termination fees owed and no refund is owed. As a goodwill courtesy to help the customer, we agreed to issue a discount on the final balance and reduced to $770.00. The customer accepted the offer and is satisfied with the resolution.