ComplaintsforADT Security Services

Burglar Alarm Systems

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Initial Complaint
05/26/2022
Complaint Type:
Customer Service Issues
Status:
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.
Never fulfilled contract. Contract says ****** door **** and they installed inferior **** and claimed that is what contract says. They also caused damages installing a camera blocking the back door. Ive called repeatedly and each time they say the branch will call me and they never do.
Customer response
05/27/2022
Since Feb ADT has continued to refue to fulfill my contract. My contract says I was to get the ****** doorbell. They installed an inferior doorbell that was being fazed out. They argued that I wasn't entitled to the doorbell in my contract saying my contract date was before the ****** **** came out. When I call support they show the ****** **** on my contract. I've called several times and they say if I cancel I owe the 3k balance for the contract despite them not fulfilling it. Each time they say the branch will call me in 48hr. Never happens. They also caused damage putting a camera up blocking the back door. They did move it but there was damage. Said they'd file a claim back in Feb that also didn't happen. Today they claimed no one called me in 48hr because they need to contact their insurance company. They've had since Feb to do that.
Business response
06/15/2022
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 returned to install the ****** doorbell.
Initial Complaint
05/26/2022
Complaint Type:
Order Issues
Status:
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.
I have had security services with ADT for well over a decade. Over the years there have been typical service issues which have always been resolved rather timely. On Oct 23, 2021, I began experiencing problems with my alarm panel. Over the course of the next month, I had several interactions with ADT to resolve the issue including trouble shooting over the phone and at least three tech appts. With regard to the tech appts, ADT failed to schedule adequate time to resolve the issue even though I was told that a full day would be scheduled as they would have to replace the control panel and re-learn all of the devices. Over that month, I spent considerable time and phone calls attempting to get resolution. I finally had another security alarm company come in and replace the system.I contacted ADT to notify them that I wished to terminate the service due their lack of ability to provide reliable service. I was told that I would have to pay over $600 to cancel my contract which, given the circumstances, I felt was inappropriate. After several escalations, the support team indicated that they agreed that the contract cancellation fee should be waived but that the local manager would have to approve it. They advised me that they would reach out to the local office and I would receive call back within 48 hours. Many phone calls later, I still received no call back and the call center would not provide me with a direct phone number or email address for the local office. Finally, on Dec 7, 2021, I received a call from Mr. ****** He agreed that the contract payout would be waived but he would have to get approval from the regional manager. He then immediately called back to ask when they could pick up the equipment. Since I had bought the equipment outright, I said they couldnt have it back. On Dec 21, I called the support number and was told nothing had been done on the ticket and I would receive a call within 48 hours from local office. Again no call back.
Business response
06/23/2022
Upon review of the account, ******************** ADT account has been cancelled, without penalty, since 02/05/2022.
Initial Complaint
05/26/2022
Complaint Type:
Product Issues
Status:
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.
In May of 2022 we received a collections notice from ADT for $310. Our contract ended in 2017 and the **** is for 2020. When we contacted the company we were informed that they had continued to provide service after we had called and canceled in 2020. They had continued to provide service for 6 months after they were no longer receiving payment. They were continuing to provide service without a landline. They claimed to try and contact us, all of our contact information was in the contract. We never received any contact from them. The collections agency had no problem contacting us. I don't feel we owe this money for service provided after we canceled. And I want my credit repaired.
Business response
06/23/2022
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 has waived the balance.
Initial Complaint
05/26/2022
Complaint Type:
Service or Repair Issues
Status:
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.
ADT Blue has been erroneously charging me since August 2021. I have canceled the service multiple times and every time I call I'm fed the same lie - every agent before did not call the correct department and did not cancel. I have done the correct process of returning their equipment, calling to cancel, providing them with the new ADT account number, activation date and Site Id. They have charged me $38.91 for 9 months. I want my money refunded and charges to be stopped.
Business response
07/04/2022
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.
Blue has cancelled the account & provided a refund; as requested.
Initial Complaint
05/26/2022
Complaint Type:
Service or Repair Issues
Status:
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.
On 5/5/2022 I sign a contract for a security system to be installed and a service for a amount On 05/19/2022 technician came and installed the system and now the amount has changed According to them I ask for more equipment I only ask for one sensor for a garage door and was told it would be 16 dollars I agreed I didnt sign any other contracts they are trying to bate and switch Now I told them to cancel it and remove the equipment they told me I would have to pay a cancellation fee I dont believe I should have to because they didnt live up to the original contract I have spent several hours on the phone and transferred many times to no avail either honor original contract or cancel and take equipment with on fee
Business response
07/04/2022
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 added 16 door/window sensors at the time of install.
ADT has made multiple attempts to reach the customer.
Customer response
07/05/2022

Complaint: 17258166

I am rejecting this response because:

Sincerely,

*****************************
that is not true I didnt request any extras they were suppose to return my phone call within a time they said and still never return my call besides the fact that I sign a contract that they will not honor there installer added stuff that I didnt request made up another contract that I didnt sign and was not aware of till after the fact
the original contract had a discount of $755.00 that was not on new contract that I didnt sign wanted them to honor the discount
the other day my wife spoke to them and they said they were going to refund me $421.33 instead they charge me another $371.36 they need to refund me. Because I only sign the original contract
Business response
07/31/2022
****************** disputed a payment; which was returned by his financial institute. In order to clear the balance, we must return to remove the additional equipment. We have opened a service ticket to do so. Once the 16 door/window sensors are removed, we will make billing adjustments.
Initial Complaint
05/26/2022
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am owner of a coffee shop / apartment in ************. I had been a long standing customer for over 12 years for both a ********************** and a fire system. In late 2021, due to the fact that my fire system was not working well enough to be certified, I decided to go to a cellular system, and forgo a phone line system. I agreed the new contract costs which were higher, but still overall less due to the elimination of the phone line. I anticipated something between $160 and $180 per month. On February 3rd, I was charged $1414.18 and then another bill on March 3rd for $940.86. These values are greater than what I should be charged in a single year. I began calling often, and I was told to calm down and be patient the first time. I finally had admittance of double charging, and they are saying that there is a refund of $716.98. I have asked them to go back to Q4 of 2021 and show me my monthly charges including the double charges, and then a pro forma of charges for the rest of 2022. I do not believe their numbers. They have apologized multiple times on the phone, but they will do nothing to allay my fears. The other issue is that I have allowed from 12+ years ago, my credit card to be added automatically, so they have done this, but they do not give any electronic confirmation or details of this.
Business response
06/23/2022
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.
Protection 1 has provided the customer with copies of his agreements.
Customer response
06/27/2022

Complaint: 17258058

I am rejecting this response because:
1. The fact that I don't have my basic contract understanding is just basic business. I need to register a complaint to get my contracts? I saw a thank you to the person who sent me a PDF of my contracts, but no respect to answer follow-up questions?
2. I had sent two emails after this answer with yet again no reply.
3 The fact that there was error and the fact that I was unaware of what was coming to my credit card has made me ask for some payment for interest on my account. Where does this stand?
4. This level of performance is unbelievable, and again drives my conversation to raise this to the commerce officials in **********, **.

Sincerely,

*********************************
Business response
07/20/2022
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.
Customer response
07/21/2022

Complaint: 17258058

I am rejecting this response because there is again no courtesy to even reply to emails where more data is given. My specific request to handle bank charges due to incorrect fees has not even been addressed. I would recommend checking the logs of the multiple calls to **************** where they said things would happen and didn't.
Below is the request....
Other (requires explanation) Billing adjustment; Explanation of charges; Additional payment of $141.38, which is the finance charges on these ADT charges, as I didn't pay them off my card due to the error.

Sincerely,

*********************************
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.
Protection 1 has issued a credit of $141.38.
Customer response
09/13/2022
Just to let you know, the company paid me the request amount, reviewed other back amounts due to me, and I have received the check. I was waiting for the check to close it out, but I missed the 10 day window.
Initial Complaint
05/26/2022
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
After 12 years of loyal patronage we called the ADT customer service on May 15, 2022 to cancel our service. At no time did the representative tell us that there has to be a 30 day advanced notice to cancel. We have uninstalled all of the service equipment and are now using a new company. On May 16th another ADT rep called and talked to my husband to find out why we ended our service. Again there was no mention of the 30 day advanced notice. We received a **** for another 30 days of service. I talked to 5 representatives on May 23, 2022. They all said that regardless of what was not shared with us we must pay for another 30 days of service.
Business response
06/23/2022
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 has waived the remaining balance.
Customer response
06/24/2022

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
05/26/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
- ADT installed/upgraded Wireless security cameras in August 2021, which we're paying towards installment plan of close to $2300 remaining.- These cameras stopped working several times leading to several technician visits to fix them.- Ultimately, in April 2022 a senior technician (********) came and recommended that since the camera system has been breaking several times, that we discontinue the wireless camera system-- with recommendation that our house will be better suited with "wired/CCTV" system.- During this, we got on phone with ADT Account services and they confirmed that they will waive the remaining balance since the technician will be taking down the wireless cameras and taking them away.- Senior technician took down all the wireless cameras and took them away.- The Balance still remained on the account - After repeated calls and with the wireless cameras taken away, now ADT tells us that they will not waive the remaining balance, even though their technician recommended us take down the cameras and took the cameras away with him.- I have spoke with several people in account management service department including their supervisor *************************. They would not even give me their branch information who declined to adjust the billing but they kept saying "***** ADT branch"Their phone number is ************** My phone number is ************** I have not yet submitted this to any lawyer but seek your help in settling this matter so they can waive the balance for the product they took down and took it away, as per their own recommendation.Thank you,************************* M.D.5207 ****************** ****** ** *****.**************
Business response
06/23/2022
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.
Once a deletion rider is uploaded, the cost of the cameras will be removed from the backend of the loan.
Customer response
06/24/2022

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,

*************************
Customer response
12/06/2022
As promised by ADT from their response from June 23rd "Once deletion rider is uploaded, the cost of the cameras will be removed from the backend of the loan" ..
THIS IS STILL PENDING AND WAS NEVER TAKEN CARE OF.
I am still being charged for the monthly installments of the full loan amount!!!
Business response
01/04/2023
ADT has applied a credit of $863.80 to the account.
Customer response
01/12/2023

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
05/26/2022
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Account # ********* I moved from my old address of ************************************************ to a new location on May 16, 2022 I called ADT ************ in April 10 or so 2022 to disconnect my services as of May 16, 2022, the representative stated she was glad I called early because it takes 30 days to process the disconnect she stated I would receive my last **** 5/1/2022 for $56.64 which I paid on 5/1/2022. today May 26, 2022 I received a **** for $62.32 for services I no longer have I called ADT the representative stated "my account will not close until 6/3/2022
Business response
06/23/2022
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 processed a refund.
Customer response
06/24/2022

Better Business Bureau:

When will the refund be processed, and I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* Speed
Initial Complaint
05/25/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The property is currently under going construction. the cameras were installed and well hidden except for an obvious view from an entrance point. There was no walk through with the technician once it was completed. It was a very late night for them but we were reassured that if there was a problem we could have it resolved. The next day we notified the technician and the sales rep **** to let them know that we did not approve of this area a pipe installed across the ceiling . we have been in contact with ADT and have had a visit from several technicians that stated another manager would be calling us and Im now just getting the run around. I just want the pipe removed and wires hidden as all the rest of the install has been.
Business response
06/23/2022
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.
Customer response
06/24/2022

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,

*********************

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