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.

  5511 Ekwill St Goleta, CA 93111-2361

  
• 

  ADT Security Services

  291 Cahaba Valley Pkwy N # C Pelham, AL 35124-1165

  
• 

  ADT Security Services

  3332 Walden Ave, Suite 108 Depew, NY 14043

• 

  ADT Security Services

  50 Republic Road Melville, NY 11747-4215

  

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:02/03/2023

  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 get adt security sistem in 6/15/2020 and I never bn happy with their sevice I tray to cancel the service 15 days later than when I got it and they told me I cant cancel I have a contract for 5 years they try to charge me like $3000 to cancel I see other companies where Ofer better service and better price I dont feel my hose secure and o lost my job in December 15 2022 the payment was coming out of my banck account so I decided to change the payment option instead of my banck account use a credit card , so I **** I have to do 2 payments one for the equipment one for the cervice which I forgot because they bn taking the payment out of my bank account for 2.5 years and in January they decided to charge my credit card $380 and i dont like them to b charging to my account wherever they think they can with out my permission they could send me an email or letter saying they will charge that amount for that reason I whant them to get me out of the contract and I bn waisting time calling and they keep doing the same theming to charge back again $380

  

  Business Response

  Date: 03/05/2023

  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 reinstated the customer's installment plan & issued a refund. 
  

   

• Initial Complaint

  Date:02/03/2023

  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.

  In early 2022, I had contacted ADT about cancelling services due to moving to a new location. During this conversation there were multiple things that were never mentioned to me. This has caused multiple charges for an address that I am no longer owner of. Not only this, but every time I have spoken with customer service, there is a different answer from we will file a review, to it is a computer glitch, to you are still responsible for payment. This is absolutely atrocious service and one that I wish I could drop immediately. I just got off the phone with an agent speaking of the same situation. There was zero resolution other that we will have someone review and call in 3-5 days. Well hopefully someone will contact me this time. At this point there is zero faith in this corrupt company that is only out for themselves and for their profits. I will also be sending letters to my local governmental representative and to executives in this company. Maybe then, the company would like to actually have a conversation and review the situation and see where there was a miss communication.

  

  Business Response

  Date: 03/06/2023

  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 customer did not pay their equipment balance off in full for the previous location. We have requested reinstatement of the customer's previous installment plan.

• Initial Complaint

  Date:02/03/2023

  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 was quoted a price to have an alarm system installed. The technician came to my home and advised that he could install an upgraded system. I was quoted a price of $490.00 dollars to install the upgraded system with a monitoring fee of $57.77 per month. When I received the bill from ADT the installation changed to $1,300.00 dollars and a monitoring fee of $90.00 per month. The tech that came to my home now won't answer my calls or texts and it's impossible to speak to a manager at ADT when I call I am told that no manager is available.

  

  Business Response

  Date: 03/13/2023

  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 retrieved the equipment that was added on at the time of installation & removed the balance of those items from the back end of the loan. 

• Initial Complaint

  Date:02/03/2023

  Type:Service or Repair 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.

  Our business had 3 new keypads and 4 exterior cameras installed on September 28. We kept having issues with the system. After 2 virtual tech appts. a tech came on-site and unhooked the 3rd keypad on Nov. 17. Called sales rep to discuss credit for the keypad and to request an additional exterior camera. Rep called back on Nov. 30th. Said he would take care of getting us credit for the keypad and get an additional camera, would call me back the next day. He did not. I called the sales rep's ***** once a week, every single week until Jan. 9, leaving messages each time. I was on hold for 45 minutes on Jan 9, transferred twice (customer service reps are nice, but there are always extended wait times and you continually get transferred/sent to the wrong department). I was told the branch manager ********************* would call me within 72 hours. He did not call. On Jan 17 and 29 I left the sales rep ********* Jan 31st I called ADT and after being on hold and transferred twice (on the ***** for over an hour) I was told that the branch would have to handle my issue since it is business related. I was told the branch manager would call me within 72 hours (second time I have been told this and still not received a call.) Our business has been a customer for 10+ years and in September spent almost 5 grand in upgrades but cannot get assistance when we need it. We were sold a keypad that will not work in our building and we need an additional camera. At this point, after dealing with this ongoing situation since the end of September (4+ months), all I want is for the sales rep or someone from the branch to call me and tell me when they are coming to get this keypad and install a new camera and not charge us anything for the camera or install. In regards to the extended wait times to speak to someone, being transferred to the wrong department, etc. I am not sure what the answer is. I am beyond frustrated with ADT but we have spent so much money on new equipment we can't leave now.

  

  Business Response

  Date: 03/13/2023

  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 applied the following credits on the account: $199 & ******. We are arranging to have the customer reassigned to an alternative sales representative. 

  

  Business Response

  Date: 03/13/2023

  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 applied the following credits on the account: $199 & ******. We are arranging to have the customer reassigned to an alternative sales representative. 

  

  Business Response

  Date: 03/13/2023

  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 applied the following credits on the account: $199 & ******. We are arranging to have the customer reassigned to an alternative sales representative. 

  Customer Answer

  Date: 03/14/2023

   
  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:02/03/2023

  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 was charged ********, which was not authorized, I have spoken to a ray who is a supervisor and said they researched my account and everything was fine, I have been sick and in and out of the hospital and I can not afford this. They were taking the equip charges out every month, I did not authorize this at all, I want my money back.

  

  Business Response

  Date: 03/05/2023

  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 refund was processed back to the method of payment. 

• Initial Complaint

  Date:02/02/2023

  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 cancelled our ADT service in Dec. 2022 because we were moving. A while later I received a bill for $963.00 because I was supposably in a contract which I told them I was not. We 1st received the service on 2016 and it was a 5 year contract. While trying to get ahold of someone who could fix this they just took the money from my bank account which was not authorized. Ever time I call I can not get anyone on the line to help. *******************************

  

  Business Response

  Date: 03/06/2023

  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.

  Upon review of the account, in 2019, in exchange for a lowered rate, the customer agreed to a five year contract extension. As a gesture of goodwill, ADT has processed a refund of $902.53.

• Initial Complaint

  Date:02/02/2023

  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 opened an account with adt. It was nothing but problems from the beginning. ***y ended up cancelling the service within the 3 day ror period. ***y said they would refund my installation and the monthly charge. ***y ended up refunding the installation. But are still charging for the monthly fee. I called and spoke with several csr reps. *** notes are all in the account. ***y never fully cancelled the account which why I'm still receiving bills. But trying to talk to someone to get this resolved has been next to impossible. I've spent ***** mins on hold with still no resolution.

  

  Business Response

  Date: 03/05/2023

  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 submitted the cancellation & a refund will be processed 03/12/2023.

• Initial Complaint

  Date:02/02/2023

  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 had ADT at our home in **, paid for the equipment, and paid for the service for a few years. We completed our original contract with ADT. We had to move to **, so we sold our ** home. We were told if we left our old equipment, ADT would give us a $500 credit towards new equipment at our new home. We scheduled installation at the new house shortly after the move. So, in July/Aug 2022. Out of pocket for the new equipment was a lot higher than expected. Around $1400. Was told by the tech, we would get a credit on the first bill. I was not told at time of installation that good cell service was critical for the equipment to work properly. After a few weeks, we noticed that a few times of setting off the alarm, that ADT did not phone us, nor did any police show up at our home. We were going to call and cancel service after we figured out the system did not work like it was supposed to. We ended up buying another home, and moving Dec 15. We were planning on switching the service to the new home, but were told by another security system tech that our lack of cell service at the newest address would prevent the system from working properly. We called ADT back, cancelled new installation and then cancelled service at the other home. ADT has sent us a bill for an early cancellation fee of $1178.85. I attempted to contact ADT several times with no luck in solving our issue. This last phone call resulted in us being told they would NOT ***** us the $500 credit, the agent would NOT transfer the call to a supervisor, nor would they do anything to help us unless we set up service at the new home. The agent would not let me talk, or ask questions, he kept talking over me. Then just refused to help me any further. I should not have to pay the cancellation fee, since the contract was already fulfilled at the original home, and the system did not work, I am owed a $500 credit for leaving behind equipment, I should be *****ed a refund for the newest equipment since I cannot use it.

  

  Business Response

  Date: 03/06/2023

  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's relocation policy grants a $500 credit towards new equipment. If the customer does not relocate, the credit is not granted; as new equipment was not purchased.

  As a gesture of goodwill, we have waived $500 of the contract termination charges; leaving a balance remaining of $628.05.

• Initial Complaint

  Date:02/02/2023

  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.

  We have had ADT for 2+ years we moved from one house to another. When I called the 3rd week of December to set up new service they took ***** out of my checking account for the new setup. The service at *********** should have been stopped as I told the agent I talked to we no longer lived there. Service was scheduled for 12/29. The man came to hook the stuff up was here for 8 hours left for 3-4 of those 8 hours he was here. We were charged the ***** for the equipment while the man was here. He installed this sensor thing to go off when movement is detected and I told him we have dogs and asked if will we be able to use it and he says oh I dont know. So we havent been able to use our alarm cause when we are gone we always have 1 dog out which will set that sensor off. Our total bill was supposed to be ****** a month which is in the contract that we signed with the ADT installer.I have attached all the billing. On 12/29 we should have had a credit of ***** because our monthly bill should only be ****** and ****** was charged to our checking account on 12/29. So come 1/15 we were charged the ***** for *********** and ***** for I dont know what. Then come 1/26 we have a credit of ****** and I wanted to cancel the service on 1/29 and the guy told me we had a credit of 135 as I was under the impression we owed 135. So he credited our account ***** for a months service and told me we didnt owe anything until March. So then we had a credit of ******. So I wake up today 2/2 and have a debit for *****. I have been on the phone with ADT since 953 am and it is **** and I have no resolution. The man I just spoke with in billing says we were charged for *********** and Southeastern which is ******. Which should have been cancelled the 3rd week in December. They credited the account ***** but wont show up for 24 hours. I asked for the automatic debit to stop and I would pay it myself and was told no I would have to pay **** upfront and if I wanted to cancel it would be ****

  

  Business Response

  Date: 03/06/2023

  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 advised the customer that they are not eligible for a release from contract. Account credits/adjustments cannot be used towards the customer's equipment installment. 

  We have confirmed that adjustments & a refund was processed for the monitoring charged at the previous location.

• Initial Complaint

  Date:02/01/2023

  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.

  On 1/30/23 $467.64 for my equipment installment plan was taken out of my bank account due to my services being disconnected. I called ADT and asked if I can have my services reinstated and work out a pymt plan for the past due. The agent advised me she could refund my money and start a new contract for the remaining months of my past contract. I offered to pay something but she said no many was needed. I was assured my $467 would be refunded. I explained how important it was for the funds to be refunded b/c I had a pending account car pymt that would reverse if the money wasnt refunded. I talked to four agents from Sunday to Tuesday and was advised my funds would be returned to my checking account and nothing has happened. I was charged ***** on 1/31/23 when the tech turned my services back on and today 2/1/23 I was charged $38.76 and no one can tell me why. I just want my $467 and $38.76 refunded to my checking account as promised 3 days ago because my services are now reconnected and my install plan can be reinstated so I can continue to monthly as I have been doing.

  

  Business Response

  Date: 03/06/2023

  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.

  Upon review of the account, the customer's account was past due; as the customer was not paying their monthly recurring fees for monitoring. No refund will be provided.