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Complaint Details
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Initial Complaint
08/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I signed up for adt and was told by the service technician that in the event I wished to terminate services I would only be charged the cost of the equipment installed at the house and then the service contract would go to the new owners of the house. I personally would not have to pay for anything beyond the equipment fee of about $700. I left the residence about a year later and contacted adt to terminate services on the house, I was then informed that I had to pay the remaining balance of the contract (or percentage therof) which was not initially promised to me by the adt representative that installed the equipment. The new owners declined to continue adt services and now I have a bill of $1817.44 that they want me to pay and I already paid an additional $632.39 for the equipment! The representative told me something completely different to get me to sign a contract and I feel like they represented themselves and their fees unfairly to get me to sign. *** tried calling and discussing 5is several times and they always end up disconnecting the call on transfer to a manager (this has happened several times, not a coincidence).The account was serviced at ***********************************************Customer response
08/05/2022
I'd like to update my complaint to be for a refund of $1817.44on July 26, 2022 ADT authorized an automatic payment on my credit card for this full amount of $1817.44, even though they knew that I was disputing it because I have called them several times and those calls are supposedly "recorded". This company is completely deceptive and I would have never gotten ADT if I knew how terrible they were.
Business response
09/12/2022
We regret any inconvenience or frustration the customer experienced.
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 eligible for waiver under the following circumstances: the customer relocates ********************** service to their new home or the new homeowner acquires the ADT service. Neither has happened in the customer's situation & therefore, the contract termination charges in the amount of $579.48 are valid.
The financed equipment final balance is ineligible for waiver & is due in full at the time of cancellation. Therefore, the equipment balance in the amount of $1849.18 is valid.
No refund is owed at this time.
Customer response
09/15/2022
Complaint: 17652086
I am rejecting this response because:First of all the amounts are wrong in their email. The $579.48 was for the equipment and I never said I thought that was unfair. I knew I would have to pay for the equipment if I left adt.
The amount up for debate is $1849.18 and no I do not think this is a valid bill amount because the ADT installer specifically told me that I would not have to pay for the contracted service if I sold the house. There was no mention of the new owners taking over the contract. I verbatim asked if I would have to pay for the contract if I moved and he said No. There was no mention that the new owners of the house would have to agree to continue ADT. This is a terrible business practice to take advantage of a woman living alone who was getting security installed because of personal life circumstances. I would like the contract fee returned because your installer was misleading. I asked him this question when everything was installed and all that was left was the contract to sign. Had I known this I would have installed Simply Safe myself and not used ADT. Keep the equipment fee, as that was never up for debate.
Sincerely,
***************************Business response
10/17/2022
ADT stands by its decision.
The balance paid by the customer is valid; based on the contractual agreement signed.
Initial Complaint
08/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was contacted by ADT that they needed to update my keyboard. When they came, I was also needing a new fob which I paid for at the time. I was at work when they came and my fianc let them preform the job which again, they said was a maintenance upgrade. My fianc signed the work order. There was zero mention that her signature was agreeing to an additional 5 year contract. I have changed companies and when I went to cancel my coverage I was informed about this new contract. They say that Im bound to it or pay $2,000 to cancel. They completely hid the new contract fraudulently. I have had this service since 03/29/2017. My 5 year original contract was fulfilled which paid for all the equipment. This was clearly a bait and switch scheme.Business response
09/12/2022
We regret any inconvenience or frustration the customer experienced.
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 backdated the customer's cancellation to May & waived the contract termination charges incurred.
Initial Complaint
08/01/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I have had this system for over 30 days and the system does not work. *** contacted continuously over this concern and the company refuses to send someone out to fix this issue and will also not allow me to cancel the contract without paying for 3years of service.Customer response
08/18/2022
With all due respect it is past the required response time. Im still paying for service that does not work during this period.Business response
09/12/2022
We regret any inconvenience or frustration the customer experienced.
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.Blue has explained that the early termination fees will apply should she cancel. We refunded her last charge & gave a 2 month credit. We also sent out sensor replacements.
Initial Complaint
08/01/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
In February 2022 I re-entered into contract with ADT to avoid penalties from my previous home that I sold in July 2021 and relocated. The camera services is substandard at best and I'm finding out that the information explained to me to transfer the services and all penalties would be canceled is not what they actually had me sign for. I am not getting the services that I am paying for monthly, I was lied to by ADT reps, and the penalties to cancel now is even greater than what I would have paid had I just stuck to my decision to not transfer services with ADT. No one I've spoken to has any resolution except to charge me for service calls , as if a service call will make an obvious organization issue suddenly work.Business response
09/12/2022
We regret any inconvenience or frustration the customer experienced.
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 resolved the customer's service issues. We have also explained the billing in regards to the installment plans the customer is paying for the current & previous locations.
Initial Complaint
07/31/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
Incomplete installation Improper location of the panel No communication with ADT management or supervisors regardless of the many scores of attempts/either reaching someone or receiving a call from anyone who could resolve any issue No training on ADT security whatsoeverBusiness response
09/15/2022
Upon review of the customer's account, ********************** left messages for the customer on 8/29/2022, 8/31/2022, 9/2/2022, and 9/8/2022. ADT also sent an email to the customer on 9/8/2022 to inform of a service call appointment scheduled on 9/15/2022 to have issues resolved. ADT also received an Attorney General complaint for the same and same issue on 9/7/2022. The customer left a message on 9/9/2022 and demanded for all equipment to be removed, and for ADT to be gone. On 9/12/2022, the customer sent an email with an attachment letter acknowledging he received the email and complained about ADT's response time.He also stated he has no interest in any relationship with ADT in any way. The customer stated he does not want a service call to do what should have been on July 11. Based on customers response, ADT canceled the service call appointment that was scheduled on 9/15/2022. The customer will not allow ********************** to fix any issues with the system but just wants equipment removed.Customer response
09/15/2022
Complaint: 17620756
I am rejecting this response because: I am rejecting this response because all this response does is state what has happened already. This matter must be resolved, here we have the elderly with no security system in place. Your attempt to install was on July 11, 2022, the date
it is now 9/15/2022 over 2 months. This is a prime example of ADT non responsiveness to customers concern. ADT knows what is needed to resolve this issue. As I have stated many times, ADT needs to give me a date when they will come out and remove all of the equipment they put in this house. There is no way I will do business with ADT, they have a NO customer service approach as they are demonstrating in this case. My request is that this equipment ADT installed be removed immediately, All contact with ADT be ended. No more stalling by ADT. Of note please note that in both states ******* and *******, ********** ************************* has taken this case and will take action against ADT in my behalf. I will not be Bullied by a giant like(ADT). No one should be forced to wait over 2 months to get ADT to respond and resolve a customer issue like mine.
Sincerely,
*************************
Sincerely,
*************************Business response
09/27/2022
The customer is out of 3 day Right of Rescission to have equipment removed. The customer will require service to address his issues.Customer response
10/03/2022
Complaint: 17620756
I am rejecting this response because: You send me the same 3 day of rescission on comment. You don't send a 3 day of recession after you have been impossible to get in contact for 90 days. Please **** my complete rejection in full in your return comments
Sincerely,
*************************Business response
10/18/2022
The 3 Day Right of Rescission begins when the contract is signed & the equipment is installed. Our **************** has addressed the customer's complaint & considers this case closed.
Initial Complaint
07/31/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I been with ADT since 2014. Trying to contact ADT customer service has been extremely difficult! Every time I called, the waiting time to talk to a representative is over an hour or I get disconnected after waiting ***** minutes!My ADT service is currently offline. I believe has something to do with the 5G antenna and/or system. Since ADT update this service last year, I been offline and experiencing several issues with the system!Please have ADT repair the issue and have my system back online, or just disconnect the service and refund me for all the months I been without uninterrupted service!My ADT account number is *********Business response
09/04/2022
We regret any inconvenience or frustration the customer experienced.
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 opened a service call to address issues.
Customer response
09/07/2022
Complaint: 17649442
I am rejecting this response because:I'm still waiting for a technician to visit the premises and fix the issue
Sincerely,
***************************Business response
10/09/2022
We regret any inconvenience or frustration the customer experienced.
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 service was completed & the issue resolved.
Customer response
10/12/2022
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
07/31/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been with ADT for a few years. We upgraded from their Pulse security system to the Command security system a while back because we wanted the *** camera system. We got locked into a contract until ****. We have made multiple service calls and had technicians out to our house because the live feed on the camera out back by our cars doesnt work. It worked fine on the Pulse system. ADT continues to blame the issue on us, telling us we shouldnt have a camera that far away. But it worked fine with the pulse system. If it wasnt going to work, they should have told us that at install. Further, every time I called to cancel in the cancellation window, I was assured they could get it working. A week or two ago when I called, the rudest agent said it was my responsibility to cancel within the cancellation window. So two techs ago, when we set up that appointment, the agent told us if they couldnt get it working, we could get out of our contract and get our money back for the equipment. So it still wasnt working and when I called, this rude agent told me that wasnt the case. When I asked why I was told that, he said it doesnt matter and nobody should have told me that. I asked to have the call recording pulled because I WAS told that and he basically said its my word against his and he will only pull the recording under legal order. I keep emailing ADT Always There and they keep telling me someone will email me back but nobody ever does. To top it all off, whatever settings the tech changed last time are now putting me over my recording quota before the end of the month which has NEVER happened before so the *** is worthless. I am SO unhappy with ADT. I want out of the contract like the agent told me, I want my money back for the equipment like the agent told me. ADT does nothing but make promises to make you happy in the moment and then go back on their word later. Theyre ignoring all me emails, telling me theyll contact me and they dont.Business response
09/04/2022
We regret any inconvenience or frustration the customer experienced.
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 account has been approved for a downgrade, to remove cameras & camera equipment. The burglar alarm portion of contract will stand.
Customer response
09/12/2022
Complaint: 17649374
I am rejecting this response because:This is not what I was told by the agent on the call. Additionally, I am only stuck in such a long contract because of the camera equipment that isnt even working and ADT hasnt been able to make functional. I would not have extended the contract through **** had it not been for the addition of the **** new cameras, and upgrade to ADT Command system. This is not acceptable.
Sincerely,
*******************Business response
10/17/2022
ADT stands by its decision.Initial Complaint
07/31/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
1 June I contacted ADT regarding a request for a refund. They charged me for a cancellation I didnt request. I was told by ADT that it was an error and so they would fix it. On 2 June I attempted to log into my account to check on my home in Georgia. I called them and was told they disconnected the service in Georgia and ********** even they were told not to. 3 June I called upset and asked why was my service disconnected and I was told it was an error. They set me up an appointment to have someone come out. I was given a discount and was told they would only change my contact to reflect one year and after that my contract would be up. My ADT system still doesnt work properly. Someone was able to walk up to my front door and steal the package off my doorstep. No motion detector came on and no alerts where sent to the phone to let me know an intruder was on my property. Called ADT again and I was informed that they added on two more years. I explained since the phone calls are recorded go back and listen to what the guy said. ADT never has a direct answer and they shift your call to multiple people and neither representative ever has the correct information. Been with them for 13 years and the service continues to get worse with no real resolution. They are trying to hold me to a contract because of their error not mine.Business response
09/04/2022
We regret any inconvenience or frustration the customer experienced.
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.Upon review of the account, the customer is not under contract.
Initial Complaint
07/30/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I became an ADT customer in 2014. In 2021, I added a doorbell camera to my system. I paid over $150 for the camera, and over $300 for the installation. At NO time was I ever informed that I would be required to sign a new 3 year contract. The installation specialist came to my home, e-mailed me paperwork to sign in order to do the work. I approved a digital signature while he waited, and then he installed it. This month (July 28, 2022) I sold my house, and cancelled ADT. The agent who helped me thanked me for being a customer and that was it. Then I received a bill for $1495, and that was the first I heard that I was under another contract. I asked them what what the justification for this, and asked to be released from the contract. I spent hours on the phone talking to the account management department, the billing department, and the sales department, and asked multiple times to speak to a supervisor. No one was able or willing to transfer me to such a person, nor able to resolve the issue. I contacted the customer complaint department via e-mail, and they offered to reduce it by 20%, leaving me owing still well over $1000. I find this to be a deceptive business practice which has absolutely no financial justification. I have no other recourse except to seek outside help, since I cannot reach any one in the company who can resolve the issue for me.Business response
09/04/2022
We regret any inconvenience or frustration the customer experienced.
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.As a gesture of goodwill, ADT applied a discount of $495 towards the contract termination charges incurred.
Customer response
09/07/2022
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
07/30/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
The owner of the account is deceased, and ADT was informed that the owner of the account was deceased demanded payment, I paid and despite me asking them to close the account of the deceased they continue to charge the account.Business response
08/28/2022
We regret any inconvenience or frustration the customer experienced.
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 account is closed.
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Get a QuoteCustomer Complaints Summary
9,808 total complaints in the last 3 years.
3,966 complaints closed in the last 12 months.