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.

  5511 Ekwill St Goleta, CA 93111-2361

  
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  ADT Security Services

  1809 Olde Homestead Ln Ste 103 Lancaster, PA 17601-5957

  

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:02/28/2023

  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.

  After my initial term with ADT at my old address on Torchwood Dr I spoke with a representative about continuing service. They offered me a new rate and I was told I would not be on a contract since I had fulfilled the initial 3 year term and could not commit to an additional 3 years since we were considering moving. Fast forward to June 2022, I contacted ADT to let them know we were selling our home and wanted to cancel service. A few months later I received a bill for the months since we had moved. Called ADT, they told me it was an error inputting the cancellation and they would take care of it. Fast forward to yesterday when I got a call from a collection agency for over $557.36. I called ADT and was told that was the cancellation fee. I told them I never received an invoice for that and was upset the account had been sent to collections as well as I had been told I was no longer under a contract. They told me they mailed the invoice to Torchwood which is the address I advised them we sold in June of last year so I am not getting forwarded mail anymore. Long story short in order to not hurt my husbands credit score any more I paid the amount which I should not have been charged in the first place with Source Receivable Mgmt (the debt collector). Since all of the calls are supposed to be recorded I want to hear the recording of my conversation with the ADT rep from when I called to talk about continuing service. If they indeed told me I would not be under a contract as I recall I want my money back! This isn't peanuts and I'm very upset. Had they told me at the time of cancellation about this I would at the very least have ported my service to our new home.

  

  Business Response

  Date: 04/03/2023

  We regret any inconvenience the customer experienced & apologize for their frustrations. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  ADT has refunded $557.36.

  Customer Answer

  Date: 04/06/2023

   
  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:02/28/2023

  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.

  On 1/26 I sent a letter to ADT at their ************ address on ********************************************************************* services. On 2/16 they debited my account for $70.99. I called several times, as did my wife, and kept being put on hold, sometimes never to be talked to again. We kept being told that a 30 day notice to cancel was required and that it was company policy. NO WHERE IN THE CONTRACT is this stated. In fact, when my wife asked the page and paragraph where this could be found, she was put on hold and finally hung up after an hour and twenty minutes of nonstop elevator music. Then I received an e-mail that they intended to collect an additional $42.60 for another 17 days! They were using the 2/17 date as our cancellation date when we called to complain about the ***********. After reading a few complaints, filed with the BBB, this seems to be an ongoing issue with ADT and several, if not all, customers who wish to cancel their services. ADT also claimed that they never received our letter which is bologna. We were faithful customers for several years and to be treated like this is unacceptable. we would like our money back. Thank you for your help.

  

  Business Response

  Date: 04/03/2023

  We regret any inconvenience the customer experienced & apologize for their frustrations. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  The address that the customer allegedly mailed a cancellation letter to is a former sales center of ADT. 

  Page 5 of 8 states the following: 

  1. PAYMENTS; TERM; CONSUMER REPORT. All charges are payable in advance. The initial term of this Contract is three (3) years. Dealers alarm monitoring and notification services
  will begin when the equipment is installed, operational and communicating with Dealers *************************** This Contract will automatically renew for successive thirty (30)-
  day terms unless terminated by either party at least thirty (30) days before the end of the current term. If terminated, this Contract ends on the last day of the then-current
  term. I may terminate My service by calling Dealer at the number set forth on Page One of this Contract. I authorize ADT to obtain a non-investigative consumer report, commonly
  referred to as a credit check or credit report, about Me from a consumer reporting agency at any time during the term.

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19511750
  
  I am rejecting this response because: No where in the contract does it say a 30-day notification is required. When I asked them to tell me the page and paragraph where this information could be found, they put me on hold, never to return. I was a faithful customer for five years and to be treated like this is incomprehensible to me. I spent several hours on the phone trying to resolve this with them. I also have checked their BBB record, and there have been several thousand reports of dissatisfaction with this company. When are they finally going to be held responsible? Thank you for your time.

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/28/2023

  Type:Delivery 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.

  This company will not remove my email address and I constantly receive emails. I am not interested . I have called and was giving another phone number with no one to answer only recording. I am si tired of the constant emails please stop this.

  

  Business Response

  Date: 04/03/2023

  Due to the alleged violation of law, this has been sent to our law department for further investigation.

• Initial Complaint

  Date:02/28/2023

  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.

  I signed up for ADT Security in March 2010, in March 2014 they did an upgrade of my system. My next bill from them had a lower fee than before the upgrade and that fee stayed the same. Now in February 2023 I contacted them to cancel service and 2 or 3 days later they charged my debit card $2,446.00 for what they are saying is a billing error on their part. They say they neglected to bill me for part of the monitoring service. I have contacted ADT 3 or 4 times and all I am told is that they are reviewing this issue and will call me back. It has been over 14 days since they billed me for their error.

  

  Business Response

  Date: 04/03/2023

  We regret any inconvenience the customer experienced & apologize for their frustrations. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  ADT credited the customer & the payment was returned. 

  Customer Answer

  Date: 04/03/2023

   
  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 would like to say that my bank disputed the item and refunded me, ADT did not dispute that so in essence they refunded me, I can only assume had my bank not disputed this that ADT would have issued the refund.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/27/2023

  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.

  We contacted ADT because we wanted security. But after 2 weeks of having the cameras installed the only camera that didn't work was the driveway camera that was pointed at our car, but had all been working up until Our car was robbed and no footage from 940pm to 7am. The doorbell camera worked and the side camera. Then we called and couldn't get help and poor customer service. They finally got a hold of us and came out and spent 2 hours with no reasonable answer because the camera was working just fine. We called our internet provider, they said the wasn't any outage in our area and it showed us online all evening. Plus the other cameras were working. Then today I called to pay off my equipment and was told I owed more then I was told, even though I signed their form the tech was explaining everything to me as I didn't have my glasses and couldn't see the small print. There wasn't any mention of **** early termination fee because by this point I really wasn't happy and wanted to cancel the service. On top of it the tech didn't mention anymore money for more installation as I was told free installation and camera with service. So I spoke to managers and they weren't willing to let me out of the contract that I wasn't aware of. The only deal I was offered was 30 less a month for 6 months. I had them remove my debit card and payments they said it would go to the credit ******. I said I would be contacting you and also a lawyer if this couldn't be resolved as I worked hard to have good credit. The manager I spoke to said he'd send the request to corporate. But he didn't think they'd be interested in fixing the problem and letting me out of my contract. I still said I'd pay for the equipment even though it wasn't what I was told but I wasn't happy with their service or lack of concern and customer service. He said he'd send to corporate office but said the out come would probably be the same. We also filed a police report for the things stolen from our car about 500.

  

  Business Response

  Date: 04/02/2023

  We regret any inconvenience the customer experienced & apologize for their frustrations. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  Money-back guarantee only applies after ADT has made service call attempts (3) to resolve the same system-related issue and has not been able to resolve that issue within the first six (6) months of your contract.Equipment must be fully removed before a refund will be processed. Conditions preventing normal system operation cannot be caused by the customer.

  The customer does not qualify for release.

• Initial Complaint

  Date:02/27/2023

  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.

  I have now been waiting 2 hours with customer service just to cancel my service. I have been transferred 6 times and am even using 2 separate phones. No one can seem to cancel my account and I have just been on hold for 2 hours. This is just wrong. I have been a loyal customer for 3 years and should not have this issue to cancel the service.

  

  Business Response

  Date: 04/03/2023

  We regret any inconvenience the customer experienced & apologize for their frustrations. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  ADT has confirmed that the customer's account is closed.

• Initial Complaint

  Date:02/27/2023

  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 continues to commit fraud against me, I sold my home in May of 2022, called and canceled my ADT services for July when I moved out (closing date). ADT continues to seek payment, and will not close out the account. They continued to charge me in August, and September.

  

  Business Response

  Date: 04/03/2023

  We regret any inconvenience the customer experienced & apologize for their frustrations. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  Our notes show the first intent to cancel we received from the customer was 10/04/2022. We have backdated to that date. 

  
  

• Initial Complaint

  Date:02/27/2023

  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 called ADT to cancel my services at the beginning of January 2023. The customer service rep told me that my account (ACCOUNT # ********** would be cancelled per my request and I should have no further charges. Later that month on 01/22/2023 ($66.99) and again on 2/22/2023 ($71.38) I was charged a service fee. I called in on 2/27/2023 to request my refund and address the cancellation discrepancy, where they informed me that their service agent didn't document the conversation and I cannot a refund. Again I sat on the phone another 90 minutes and have yet to receive my refund and was told I would be charged for March 2023. This is absolutely unprofessional and exploitation of services. I want my money back and service terminated.

  

  Business Response

  Date: 04/02/2023

  We regret any inconvenience the customer experienced & apologize for their frustrations. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  We have no record of a January cancellation request. 

• Initial Complaint

  Date:02/27/2023

  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.

  There is quite a bit to this story, but I'm going to highlight some facts of my issue:-they started charging me more as time went on, yet I was supposed to be price locked in for a certain period of time.-the charged me about $400 for a smoke detector which hasn't worked since day 1. I have spoke to them regarding this problem a few times. Still to this day (a year or more later) no one has come back to fix it, nor have I been credited for any time or the product purchased.- I had asked them to terminate my account if they could not fix the problem at hand the last FEW times I had talked to an adt rep on the phone yet still, no technical and they still bill me every month for a service that doesn't work properly. -currently have their billing/collections department call me regarding an account which should've been closed months ago for a balance that shouldn't exist. I'm very sorry for venting and there's definitely more, but I thought I resolved this with them and they can't seem to quit billing me and at this point in time they have had more than enough time to fix this situation and clearly don't seem to have any intention of doing anything but billing me for an account that should've been closed sometime ago. And despite my efforts of talking to them on the phone, nothing has changed. You are my last resort, so here I am.

  

  Business Response

  Date: 03/30/2023

  We regret any inconvenience the customer experienced & apologize for their frustrations. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 19507727
  
  I am rejecting this response because:  My ADT complaint has not quite been resolved.  ADT had sent a tech out to look at the Smoke Detector, which notified us not only is it not linked to the panel like it's supposed to be, but it also doesn't work (and probably never has).  Then to put the icing on the cake, when they sold it to me it was supposed to be a smoke detector and carbon monoxide detector, but it's not it's actually a smoke detector and heat detector.  It's not even a carbon monoxide detector which was the whole reason we decided to purchase it.  To make matters worse, they still have not closed my account and are continuing to bill me for a service I canceled last year.  Please help, at this point, I seriously regret ever considering their service.  I need my service canceled, and ill just take the loss of the $400 "heat detector" that never worked.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/01/2023

  After reviewing the account, it appears the customer had issues with the smoke detector. ADT scheduled a service appointment to check the smoke detector on 04/11/23. As a goodwill, ADT waived the past due balance in the amount of $306.95. ADT attempted several times to contact the customer via telephone and email with no response

• Initial Complaint

  Date:02/27/2023

  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 had their service for over two years and had constant problems and issues with their equipment. Always got the run around and waited on hold for very long periods of time. I sold my home and called them to discontinue service and was told I owed the balance of my contract which was $188. I told them to send me a bill for the remainder and I would pay them at that time to take my credit card off file and to not charge my card. They billed me $524 stating I owed a cancellation fee and charged my card anyway. Im in the process of disputing the charge on my card and waiting for my card issuers decision on the matter. I was never told I could transfer my service to avoid the cancellation fee when I called to let them know I sold the house. I have had nothing but problems from day one on this company, the equipment was out of order more than it worked correctly. I asked several times to be contacted by a manager but no one ever called until I owed the so called cancellation fee. Mind you I only had 3 months remaining on the contract that I was never told about from the beginning. I told them I would pay the $188 I was told by the agent that closed my account but Im not paying their $430 cancellation fee. This company is very deceptive and does not communicate any of the fine print and will make sure your right to rescind will run out so you cant cancel their terrible contract. That was done to me as well, the installer gave me his personal cell phone number and told me to contact him if I had any questions or concerns, he conveniently didnt call me back until after my 3 days were up because he knew I wanted to cancel this service. I have been lied to and treated unfairly and this business does unethical business practices. A manager did finally call and said their was nothing they could do, I truly find that very hard to believe. I feel ive been taken advantage of and they have stolen enough money from me. Thanks for your help

  

  Business Response

  Date: 03/30/2023

  We regret any inconvenience the customer experienced & apologize for their frustrations. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  Contract termination charges are not eligible for waiver/refund unless the customer acquires ********************** service at their new location or the new homeowner acquires ADT service.