Complaints
This profile includes complaints for ADT Security Services's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 10,554 total complaints in the last 3 years.
- 3,399 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/14/2024
Type: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.
Was charged for the last 11 months despite canceling. Have contacted customer service several times without resolution
Business Response
Date: 05/23/2024
We reviewed the account and confirmed that Mrs. ******* had the system installed on 9/12/2020.
On 5/30/2023 Mrs. ******* called in to cancel the account due to moving.
The customer service agent assisted Mrs. ******* and submitted the cancel request for the account.
The cancel request was not processed, and the account was still being billed.
On 5/9/2024 Mrs. ******* called in said the account she moved from was supposed to be cancelled.
The customer service agent assisted Mrs. ******* and submitted a backdate cancellation request to 5/18/2023.
The customer service agent advised Mrs. ******* that she will be refunded due to the backdate.
On 5/14/2024 Mrs. ******* reached out to ADT via online wanted to know how much the refund amount would be.
The online agent assisted Mrs. ******* and let her know the refund amount would be $761.15.
We reached out to Mrs. ******* to further assist she wanted to know if the refund was processed and why she was charged $285.31.
We assisted Mrs. ******* and let her know the $285.31 was the balance for the equipment.
We advised Mrs. ******* that the refunds were processed on 5/17/2024.Initial Complaint
Date:05/14/2024
Type: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 standard contract is 36 months. I have had the same equipment (no upgrade) all they did was offer a discount for me not to cancel. Today I contacted ADT via chat and was told I am in a 60 month contract. It seems to be some very deceptive practices going on.Business Response
Date: 05/16/2024
Upon review of the account, back in June of 2023, *************** spoke with an ADT representative and agreed to a 60-month contract extension with her rate being locked in at $29.99 a month. This extension began on 8/4/23. *************** is disputing this, We spoke with her via phone and informed her that we could adjust it to a year, but that her rate could go up after that. She accepted and ADT adjusted the end date on her contract from 8/3/23 to 8/3/24. We emailed confirmation of this to the customer, and she appreciated the resolution to this.Customer Answer
Date: 05/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:05/13/2024
Type: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 canceled a service call with less than 30 minutes. ****** told me that they could only reschedule when I am busy and that theres nothing they could do about it. When I call back, they said they would call me on Monday trying to schedule an appointment with my time and my availability. When they didnt call back, they refused to allow me to talk to a manager, and acted like they did not care.Business Response
Date: 05/23/2024
ADT has spoken with ************ and apologized for the inconvenience this has caused. ADT has cancelled the add on appointment at Mr.***** request and set up a service appointment with ************ for 6/17, for a technician to come out to the location to address the customers current system concerns with the placement of the sensors and key panel. ADT has issued a one-month credit to the account in the amount of $40.04 as a courtesy and a refund is processing back to the payment method on file in the amount of $107.17 for the down payment on the cancelled installation.Customer Answer
Date: 05/24/2024
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:05/13/2024
Type: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.
On 2/7/24 I had my alarm serviced. The job was completed. Once the job was completed I asked if that was it and the serviceperson said yes. I received a charge a few days later. I knew there would be a charge but I thought I would have been sent a bill. I called customer service to inquire about the charge. While I was on the phone with them I discovered a copy of the work order in my email. I told them I had never seen this and I didn't check the boxes and sign my name. Especially the one that gave ADT permission to charge my debit card. It appeared that someone had acted on my behalf and checked boxes and signed my name electronically. I have spoken to quite a few ADT agents about the issue. I have been told three times that someone would reach out. The only people that reach out are those trying to get me to pay my bill. I have told them that I am not paying my bill until this is resolved. I have explained to them that this is forgery and no one can give permission to charge my card but me.Business Response
Date: 05/16/2024
ADT has reviewed the account and determined the customer was charged in error. We contacted the customer and made aware the service fee was supposed to be waived. The work order wasnt closed properly which caused the customer to be billed. As a goodwill, we issued a 1-month monitoring credit to the account.Initial Complaint
Date:05/13/2024
Type: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 ADT customer for almost 11 years. Earlier this year in January, I bought a new house and wanted to continue with ADT which so far turn out to be a horrible experience.As part of the new system, ADT also installed two Nest thermostats at my house. Right after that happened, my heat stopped working. After troubleshooting, it was concluded that wrong kind of thermostat was used and they said they will order a new one. I have been running the heat on Emergency Heat which is not an ideal option and apparently cost a lot more.I have been calling from more than 3 months to ADT customer support. Every time, someone mentioned that they will take care of the issue but no has taken any responsibility and I have not heard back from them. I do want to Cancel the service as ADT advertise 6 months warranty as they are not able to resolve/fix this issue but no luck but they are not doing that either.Please help. This is very frustrating and time consuming. I just want to be done with ADT and want them to take away all their equipment. I tried to follow the process and spent 3+ months waiting but no luck.Business Response
Date: 05/24/2024
We contacted the customer by phone and apologized for any frustration or inconvenience endured with the thermostats. After review of the account, we do see there was one service call scheduled where a technician came to the home on 01/31/2024 and confirmed the wrong thermostats were installed, which they needed to be replaced. The technician documented he was sending the customers Sales Representative, but there was no follow-up from the representative. After further review, there was a direct ship work order created to try and have the correct thermostats shipped to the customers home, but the job has not been completed. We apologized for the delay in service, which we did offer to schedule a free service call to return to resolve the thermostat issue and offered a 4-month billing credit to cover the downtime of the un-usable thermostats. The customer initially requested to only cancel the service, but we did explain the 6-month money back guarantee does not apply to this cancellation and if cancels before the end of term early termination fees will be valid. We also explained, the 6-month money back guarantee policy is only if ADT has deemed the entire system is completely unrepairable and confirms we are no longer able to get parts for the system after 3-4 service visits. We do apologize there is issues with the thermostats and explained the thermostats are added features, which the main contracted service is the Burglar Alarm monitoring. The customer understood and accepted the offer. We have scheduled a free service call for 5/31/2024 from 1pm-5pm to address the thermostat issue and we also applied the 4-month billing credit of $224.04. The customer is satisfied with the resolution.Initial Complaint
Date:05/13/2024
Type: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.
It seems like there's been a significant oversight in communication and transparency regarding my contract terms with ADT. When I moved the first time, the contract remained consistent with the original three-year agreement, which is what I expected after being told so by the representative. However, during my second move, there was a notable deviation from this pattern.Despite signing an agreement for a two-year term after my first move, the ADT representative failed to inform me of any changes to the contract duration when I relocated again. As a result, I was under the assumption that the new contract would follow a similar timeframe of less than two years, as it did previously.However, to my surprise, the representative unilaterally extended the contract duration to five years without my knowledge or explicit consent. This lack of transparency and failure to adequately communicate such a substantial alteration to the contract terms is deeply concerning.It's understandable that I would expect consistency and clarity in my dealings with ADT, especially regarding something as critical as the duration of my contractual commitment. This oversight has undoubtedly caused frustration and dissatisfaction on my part. It will also increase my penalty fee substantially if I ever decide to cancel service with ADT. Moving forward, it's imperative that ADT addresses this issue promptly and takes steps to rectify the situation. Clear communication and transparency are essential to maintaining trust and satisfaction among customers, and it's crucial that ********************** ensures these principles are upheld in all customer interactions.All that being said, I see there have been several lawsuits in the past years for ADTs predatory early termination fees within their contracts.Business Response
Date: 05/21/2024
In review of Mr. ******** account on 4/2/2024 he called in said he reached out to a sales representative to transfer service due to moving wanted to know why he had a balance due for the contract.
The customer service agent assisted ****************** and let him know that the balance of contract fee of $752.33 will be waived due to the relocation.
****************** confirmed he moved from ******************* to the *******************. ****************** on 3/29/2024 wanted to make sure the fee would be waived.
The customer service agent advised ****************** that the invoice will bill out for the balance of contract, but the fee will be waived due to the relocation that took place.
On 5/13/2024 ****************** called in said his contract terms was changed when he transferred service.
The customer service agent assisted ****************** and let him know that an installment plan was set up for the account for 5 years to pay off the equipment.
The customer service agent advised ****************** that the equipment is being financed. ****************** mentioned the sales reprehensive told him the equipment would be $22 a month and did not let him know the contract would be for 5 years.
****************** mentioned that he wanted the service to be transferred from his old location.
The customer service agent let ****************** know that the contract terms could not be adjusted. ****************** requested to speak to a manager.
The customer service agent submitted a request for a manager to call ******************.
We reached out to ****************** to further assist he mentioned he wanted to transfer the service was not aware that the contract terms would be for 5 years.
****************** mentioned the sales reprehensive changed the terms of the contract requested for the terms to be adjusted.
We assisted ****************** and reached out to the sales reprehensive manager to get some details about the sale.The sales representative's manager advised the sales reprehensive discussed the zero interest down and term options with ******************.
The sales rep said that ****************** wanted no payment, so the Flex Fi term and payment plan was chosen by ******************.
****************** was sent the agreement via email and signed with terms discussed.
We advised ****************** that the contract terms could not be adjusted.
****************** requested for the account to be cancelled.
We submitted the cancel request and advised ****************** that the equipment fee of $1325.52 will be taken due to the cancellation request to cover the balance for the equipment.
We advised ****************** that the balance of contract fee will not be waived.Initial Complaint
Date:05/13/2024
Type: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 cancelled my service in March 2024 when we sold our home. I receive a final bill of $1409 and then continue to get billed for monthly service. When I called ADT they told me I owe another $700. They wont allow me to get an itemized statement and there is no way to log into my account. When I try to register an account it tells me it is already registered but wont let me reset the password as it is not associated with my email. This is extortion.Business Response
Date: 05/17/2024
Upon review of the customers account, ********************** left messages for the customer on 5/14/2024 and 5/15/2024.Customer Answer
Date: 05/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. While I still disagree with the business' ethical business process, they have explained why I am still being charged for money that was not explained to me during the sales pitch. ************ still has bad business practices and people should find an alternative security company before being robbed by ADT.
Sincerely,
***************************Initial Complaint
Date:05/13/2024
Type: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.
[[BBB transcription via email, see attachment for complete complaint details]]I made an annual payment in April, 2023 of approximately $990.We moved out of this home and cancelled service as of October 9, 2023. We were offered a refund of $455 to be created to our **** ending in 0619. This credit refund was promised by each of the 6 people listed above. I made 6 phone calls from February, 2024 to May 9, 2024. Each person promised a refund. After 6 phone calls, 6 Promises of a **** card refund, and no results, I am making this complaint. The record of these phone calls is acknowledged by each person I speak with. Each person offers an excuse that makes no sense to me, with the assurance the credit is coming within a few days. No credit refund has been provided. We have been customers of ********************** for over 17 years. We have new ADT service at our new home at ************************************. I have literally spent hours on the phone with promises but no results.Business Response
Date: 05/23/2024
We reached out to the customer and left a voicemail as well as sent an email apologizing for their experience, and to inform them that ADT is processing a refund in the amount of $455.00. This is being placed back on the **** card, which will be completed in 3-5 business days.Initial Complaint
Date:05/13/2024
Type: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 April, I was having problems with my keyboard monitor losing it's display. I called *** and I had spent too much time with them with troubleshooting that they decided to send a tech out. The tech gets here and says it's the battery in the hallway/living room that needs to be replaced and told me it will cost $200 dollars for them to replace. I couldn't believe that, I have to pay to maintain ***'s equipment. I've never had any issues and never had to call for a tech for a support, but If I did, I remembered NOT having to pay for any service. I replaced on my own. I called *** afterwards in which they told me this was covered under my plan and it should not have been a cost. Now a month later, I'm having the same issue again and now the keyboard monitor is completely OFF. I called *** in which they wanted to automatically send me to troubleshoot my own self instead of providing me with support. Once again, this is HORRIBLE ***************** I do not think customers should be responsible to fix ***'s equipment! NOR SHOULD I BE CHARGED FOR THEM TO COME BACK OUT TO FIX THIS EQUIPMENT. I talked to the rep and told him that I wanted to speak to a supervisor and HE REFUSED to pass me onto a supervisor (listen to the *** recording). Now I have a system that is not working and needs to be fixed. At the same time, I don't have funds to FIX *** equipment and if I have to pay for it, then I don't want this service. *** should do better with support for their customers and they (they not want to send us a link automatically to fix on our own. Many of us are not tech savvy.) should not charge us an additional cost for fixing their equipment. At this time, I want my keyboard fixed and whatever else seems to be the problem that is causing the blank display for FREE. I pay enough for them monthly for them to maintain their OWN equipment. I would like this to be address ASAP.Business Response
Date: 05/23/2024
We reviewed the account and confirmed that ******************* had the system installed on 11/30/2017.
On 3/31/2024 ******************* called in about the panel battery needing to be replaced.
The customer service agent assisted ******************* and scheduled a service appointment for 4/6/2024.
On 4/6/2024 a technician went out left notes that battery for the motion sensor needed to be replaced and customer refused to pay.
On 4/7/2024 ******************* reached out to ADT via online said she changed the battery for the motion detector wanted to reboot the system.
The online agent assisted ******************* and scheduled a virtual appointment for 4/8/2024.
On 4/8/2024 a virtual agent reached out to ******************* and did not get a response.
On 5/12/2024 ******************* called in said the keypad was not working.
The customer agent assisted ******************* and scheduled a service appointment for 5/13/2024.
On 5/13/2024 a technician went out left notes that the wiring was adjusted that came loose near the keypad transformer.
We reached out to ******************* to further assist she confirmed that the system is working.Initial Complaint
Date:05/13/2024
Type: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 am writing about irrelevant ADT camera charges related to my previous residence.I recently found out that I have been charged monthly for my old houses ADT cameras without my knowledge, and consent when I saw the invoice: ********* for $826.72 stating that its the final installment on 4/28/24. Didnt know ADT, which is such a big company has been looting me monetarily silently till now. They promised something else, and silently were doing something else behind my back.When I was shifting from my old house located in ******************************************* on 4/23, I did contact ADT at that time, and told them Ill be moving to the new house (****************************************************************************). I was told that time if I take ADTs service in my new residence, ADT has partnered with ****** and assured me I would not be responsible for the cost of the cameras and security system at my old address.It will remain there as is, and they will install the new ****** cameras which have new technology in my new house; and I only have to pay for the new system. As agreed, I was willing to install new systems at my new home and only pay for the new system. Im including a screenshot as proof of invoice: ********* for $1148.3 done on 4/28/2023 which was reversed for the old house, when new system was installed in the new residence.I am formally requesting a full refund for all previous payments made, immediate reimbursement for any undue pressure experienced during phone calls urging me to purchase the new system, and substantial compensation for the emotional distress I have endured as a senior citizen.Thank you for your attention to this matter.Customer Answer
Date: 05/13/2024
A/C# *********
Im referring to the account number mentioned above
Business Response
Date: 05/15/2024
We were able to speak with ************ regarding his concern.We were unable to locate the call that ************ was referring to regarding our move teams information that he would not be responsible for the remaining ADT equipment balance from his old location.
After speaking with ************, we agreed to waive the remaining equipment balance amount of $826.72. We did inform ************ that a refund of what he paid for the equipment since May of 2023 would not be submitted since technically, according to his loan agreement, those charges were valid.
************ accepted this resolution, and we emailed him a confirmation.Customer Answer
Date: 05/15/2024
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,
*******************************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.