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Complaint Details
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Initial Complaint
04/05/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
In November I order ADT. They came out and stole the system that was already in the house leaving me to pay for the unit. I have made my payments but their records is showing that I havent made payments that I have proof of payment. They keep changing the price of my ****. Trying to **** me when it is not time to pay over drafting my account.
Business response
05/04/2022
If you would like to report a claim of liability against ADT, please send us
Written explanation of your claim;
Full incident report by the police department; (if applicable)
An itemized list of your losses/damages for which compensation is claimed;
Receipts, statements, invoices, etc. that prove the losses/damages that you listed; and
Documents that support your allegation that ADT is responsible for the incident and/or your damages, including but not limited to video/photographs.
You can send these items by Fax *************), email ******************************************** or mail:
ADT LLC
Attn: Risk Management
1501 Yamato Road
**********, ** 33431
Upon receipt ADT will forward your request for reimbursement to our general liability carrier for review and handling. You will be contacted by an insurance adjuster acting on behalf of ADT.Initial Complaint
04/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
ADT have been taking money out of my account for months after the service as been cancel within the time allowed. They are not monitoring my home. They someone inexperienced who tore up my air conditioner. They are still taking money after telling me multiple times it will stop someone will call me. No have called and the issue is not resolve .Business response
05/04/2022
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.If you would like to report a claim of liability against ADT, please send us
Written explanation of your claim;
Full incident report by the police department; (if applicable)
An itemized list of your losses/damages for which compensation is claimed;
Receipts, statements, invoices, etc. that prove the losses/damages that you listed; and
Documents that support your allegation that ADT is responsible for the incident and/or your damages, including but not limited to video/photographs.
You can send these items by Fax *************), email ******************************************** or mail:
ADT LLC
Attn: Risk Management
1501 Yamato Road
**********, ** 33431
Upon receipt ADT will forward your request for reimbursement to our general liability carrier for review and handling. You will be contacted by an insurance adjuster acting on behalf of ADT.Initial Complaint
04/04/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
On 4-4-22 I called ADT to have my service reactivated. I spoke to a *******************, sales representative. He quoted me a price of $176.10 for equipment to be installed in my new home. A contract was sent to me where I had topay ****** at installation and ***** over a 3 month period. This was never explained to me at the time of discussion. I tried calling ADT and was transferred about 10 times speaking to several different people explaining the same thing over and over. I was also hung up on a couple of time. I wsas told that a message would be sent to ******************* and he would call me. I am still waiting. I feel this company talks a good game but whren it comes down to it they care nothing about the consumer. It is the almighty dollar. They have terrible customer service. This is not the first time I have had this type of experience with ADT. To anyone looking for a Security Do Not ADT. They really need to do better in training their Sales Reps. in not giving out false information but to be honest in the beginning.Customer response
04/05/2022
On 4-4-22 between 8:00 am and 9:30 am, *******************, a Sales Rep. of ADT removed money from my Checking Account under the pretense of just wanting my ATM card on file. He assured me that no money would be taken out of my account. I checked my account only to see that money was removed. The company can listen to the phone conversation from 4-4-22 since they say that they record the conversation for learning purposes. I want my money returned to my account.Business response
04/28/2022
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.The customer will not have their internet set up until 05/26.
Customer response
04/29/2022
Complaint: 16981781
I am rejecting this response because:
Sincerely,
***********************Initial Complaint
04/04/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
Original security system was installed in 8/2012 by Security *********** with monitoring by Guardian Protective services & prime name on contract was ***************************. In June 2016, ***** was notified that it was necessary to replace the base unit to a 3G unit, to be compliant with new monitoring system through ADT, who acquired Guardian. Monthly fee was increased from $42.99 to $52.99 & contract was extended to 7/2021. During pandemic in 2020, I, *****************************, moved in with ***************************, who the original contract was under. We are domestic partners. I do have ***** of ******** for him which can be submitted as needed. I received through ********* address change kit, advertisement for ADT service for $32.99/month. I called 800 # to inquire. They said our address was not eligible as there was existing service, but did offer to lower the monthly fee to $42.99/month, to be competitive for remainder of contract. Just after this, in November, 2020, we received a notice in the mail it was necessary to upgrade base unit from 3G unit to a 5G unit, to be compliant with the monitoring service. In Feb, 2021, we started having problems with the base unit, sounding very loud fire alarms, for no reason with any fire or smoke present, at all times of the day and night. This triggered calls to our contact number, and also 911. We called for system override, to stop calls to 911 and us, and asked for service on the unit, and was told that it couldnt be serviced for several months, & that it would need to be upgraded to a 5G system at that time. We decided to remove the unit ourselves, to stop error alarms, & to check other options for a security system and monitoring, as the end of our contract was in June, 2021. We paid bills through end of the contract date. ADT then said we had extended our contract verbally with our phone call in 2020, although we were not sent a copy of this or made aware of it at the time. They can't provide a recording of us agreeing to this extension.Business response
04/28/2022
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 waived the balance, as a gesture of goodwill.
Initial Complaint
04/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
ADT have been unresponsive, unable to reach via phone, a very unreliable security system company. They have been sending me generated emails that my system is in compliance working fully to their requirements and my camera has not been working at all, unable to get a technician out to my location, and when I did finally get an appt after 3 weeks, my camera is broken again due to none of my fault. They promised me another months free since I have no working camera service which was incorrect, I never received a **** adjustment for the second time. I have 3 months left on my contract and I will be transitioning to another security company to protect me and my familys safety.Business response
04/28/2022
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 replaced the front camera at the location & issued account credits.
Customer response
04/30/2022
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
04/04/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
i have been having a problem with not only the system breaking down on me. also with the neighbors coming in the house without an alarm going off. i have changed the cell and the email multiple times. The system is down now also. So i find that never got proper service out of this system since i got it. Not to mention i have changed the info and only giving it to Blue By Adt and the neighbors next door and a cross the street get it before i give it out to anyone else. it is my position that it was Blue by Adt that gave it outCustomer response
04/08/2022
16980552I have been having problems with the neighbors for years. Blue by adt the only way they could have gotten my master codes was from them. They come in at night and they steal my hydrocodone for my head aches and now they have found where i have put my hydrocodone. I don't have the meds because they have let these people have taken. Every time i get my hydrocodone these people have come in to find them. i have filed for restraining orders on these people and i have never let these people come in the house, They have replaced the hub as they call it twice before that i can remember and i might think there is another one. They come in every time i leave too. So i find their monitoring to be committing fraud. In the paper i am sending you i will show i have a need for these meds. There is a complaint on the company that has been making keys to this house in the ********* **. office of the bbb.Customer response
04/20/2022
I have tried to get a return label to send back the equipment. Blue By Adt don't want to work with me. It is my position the contract is in breach. ********************* Sr has been getting around their system breaking things and stealing stuff especially with the hydrocodone for my headaches. i have complained all the way to the Us ************* about the illegal entry thats been going on still and i have made a few since their contract was started. It is my position that Blue By ADT is the one that's giving ********************* Sr the codes to my system.Business response
05/10/2022
Blue has made many attempts to advise the customer that we have not disclosed their code nor have given camera access to any other individual.
We advise the customer to file a police report.
Customer response
05/11/2022
Complaint: 16980552
I am rejecting this response because:
Sincerely,
*********************Initial Complaint
04/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I received this email and called the number to cancel he said I needed to let him in my computer when I said no he hung up. I did not subscribe and will watch for charges , please advise how to proceed. This is a scam?Business response
05/02/2022
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.Initial Complaint
04/04/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
This is from 11/2021.. I was told no contract.. my **** would be 26 monthly.. I was told the contract would state that information once received equipment. I was told my service started once account was activated and system was completely set up... I called right after I received information in the mail nothing was changed it stated 36 month contract 48 monthly.. they said it was not changed and thats what I had to pay.. I requested to return everything and a refund.. she told me she would put the request in and this could take time due to Covid/ coverage but someone would contact me.. I did not set up service I called back due to they deducted 2 payments unauthorized she was very rude and stated I never called to cancel and I would have to pay 48 for 36 months. I requested to talk with a supervisor. She was extremely rude told me that was not their problem and pay my ****.. I requested them several times to help me and put my **** at 26 a month and I would b ok with it they totally refused and told me they didnt care if I used the equipment or not but I was paying 48 for 36 months.. Please help me get this resolved asap please I tried on my own.. they are very rude people Thank you so much *************************Business response
05/02/2022
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.We have confirmed that the customer's account is closed.
Initial Complaint
04/03/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I have been a customer of ********************** since March 2019. My contract was recently renewed when I called to report an issue with the price change in my contract without any prior notification. When I called to inquire about the price increase, the representative told me that I could get it an a lower price if I renewed my contract. The representative also told e that it would be no charges for me if I moved my services to another location within the 3 year new contract. I specifically asked for this to be confirmed from the representative before I confirmed the renew of the contract over the phone. No paperwork was ever provided to me after this call. On March 26, 2022, I spoke with ******* at ADT *************) for 34 minutes. I called ADT to move the services from one floor to another floor in the same building. ******* said that she made sure that there was no charge for my services and scheduled the technician for March 31. I received a text confirming the scheduled appointment at 3:21pm, the same day. On March 29, I receive a text to confirm the appointment, and I did confirm it. On March 31, the technician arrives closer to 5pm and tells me that he cannot complete the job because he was informed last minute that the job would take him longer and that the back office had not approved the entire job that was scheduled on March 26. He mentioned that I had to pay when I was specifically told when I signed the new contract over the phone that no charges would apply for moving the services during the duration of the contract, which was also confirmed by ******* on March 26. The technician told me that he could not do anything and that I needed to call the sales department to fix the issue. I called the sales department at the number provided by the technician *************) and I spoke with ****** for 1 hour and 6 minutes. ****** was said that the technician would come on April 2 and was scheduled for a window of 3 hours. Technician did not show up. Check part 2 of complaintBusiness response
05/02/2022
'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 install team was out 4/12/22 and set the customer up with a new system on the first floor. The customer was pleased with the resolution.
Initial Complaint
04/03/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
My complaint started back on February 2, 2022. I call to inquire and possible add a second security system at a location in **********, *******. Due to a recent family issues. I didn't follow through with the installation. I spoke with ***** in sales. I never signed the contract through email. I have since then, I had nothing but poor customer service, phone calls repeatedly from sales representative. Stating to keep my business. I have been a customer of ********************** since June, ****. I spoke to ADT corporate office, back on February 16, 2022 ******** and *****. Nothing resolved. Only to say I had a past due balance. To make matters worse. I called on April 1, to customer service because I had received a email of my May 1 **** increase. Completely not understanding. I spoken to so many representatives from this ADT, ***** ****** catylin, ******** ****** ***** and lastly Wanna. I asked to speak with a supervisor several times on this. I was transferred to troubleshooting department?? Instead of a supervisor. this has been a extremely exhausting situation. And no resolution. To any of my concerns. Direct deposit set up, my, Exact **** amounts and why am I receiving calls to save me as a customer. I would appreciate if calls are monitored, please review and lastly what is my correct **** amount as of May 1, 2022.Business response
05/02/2022
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.
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Get a QuoteCustomer Complaints Summary
9,632 total complaints in the last 3 years.
4,117 complaints closed in the last 12 months.