ComplaintsforADT Security Services

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cancelled my service March 11, 2022. I asked at that time if I would receive any other charges. I was told that I would not, but on April 28th I received a debt of $22.71. I was well outside my contract time. I received no debt from them in March, but get billed over a month later. I would like my $22.71 back.

  

  Business response

  06/01/2022

  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 requires a 30 Day Notice of Cancellation; per the contract signed. 

• Initial Complaint

  05/02/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed up for service using protection plan and cameras never activated the protection plan and the cameras worked in sufficiently when I tried to call and cancel all I did was get put on hold endlessly and could never speak to anyone or I would just get transferred to someone that wears rude and just talked my ear off about why I cant cancel. Even though I tried several times to explain that the service was unacceptable.Ive requested a copy of my contract several times and they never provide it.

  

  Business response

  06/01/2022

  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.

  ***** would like to cancel account due to a move. We informed the client that he could not cancel without paying an early termination fee. 
  

  Customer response

  06/01/2022

   
  Complaint: 17127233
  
  I am rejecting this response because:

  
  Better Business Bureau:
  
  while I see they have me under contractual obligation I do need them to show me where it states the exact amount I need to pay If I am unhappy with the service I never used it at all.
  
  Sincerely, 
  
  *************************

   

   

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

  

  Business response

  06/23/2022

  We have called and emailed multiple times, but so far there has been no response.

  Customer response

  06/24/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will contact the directly with number they provided to resolve. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was told on the sales call with a ADT sales representative that I would get all of the sensors I needed plus a panel and a smoke/carbon monoxide detector included in my package. On April 18th an ADT technician came out to my home and took 8 hours to install the ADT equipment and I was charged an extra $92.87 for the smoke/carbon monoxide detector which was not what I agreed on with the sales rep.4/19/2022 10:05am ADT Cancellation call csr: Sierra.She submitted the ********************* request, but it has to go through the local branch department and they will call me back within 24 - 48 hours and ADT will send someone out to uninstall the system.4 calls back to customer service later, and I finally got an appointment for a ADT technician to come uninstall my service.4/26/2022 @ 1pm, ADT technician ***** comes to uninstall the equipment. I asked him about my refund of $92.87 since I cancelled my service within the 3 day cancellation window. ***** knew nothing about my refund and told me he was just there to do the uninstall order. April 26th @ 2:10pm I called ADT again and spoke to *** who said someone from the local branch will call me within 3 days and my refund will be issued within 7 days of the uninstall. Now here we are on May 2nd and NO ONE from the ADT local branch has ever called me back nor have I gotten my refund and I have called ADT 12 times and I am fed up and I told them I was filing this complaint with the Better Business Bureau.

  

  Business response

  06/01/2022

  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 released the customer under the 3 Day Right to Rescind.  A refund has been processed.

  Customer response

  06/01/2022

   
  Complaint: 17130802
  
  I am rejecting this response because after 20+ customer service calls initiated solely by me (after ADT lied to me by saying someone from their local branch office would call me to complete the cancellation and they never called me) to cancel my ADT account, I STILL received a **** from ADT for $35.51 and I don't owe ADT anything because I've been trying to cancel their terrible service since 4/20/2022!
  
  Sincerely,
  
  ***************************

  

  Business response

  06/23/2022

  We sincerely apologize for the frustrations endured. We have confirmed that the customer has a zero 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

  05/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Both ADT and 3rd party companies lied about keeping footage to inside as well as outside of home for insurance purposes to provide to insurance companies violating my privacy on the inside of my home. The ****** in the footage could be shared amongst any of them, as well as the insurance company. Also a false call to the police was placed today without confirmation of my verbal password, or location. We were in a car incident while on the phone and hung up to call the police and they sent the police to my house and left them there for over an hour, with no attempt to reach back out. I have all screenshots. They can not say they dont have the correct number after they wont let me back into my account, they harassed me for a 30 day pass due bill1,000+ missed calls in a matter of 3 weeks on a new number I didnt give them. I wont pay the new two bills to make up the false call for the fine to the city.

  

  Business response

  06/07/2022

  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 issued a 2 month credit.

  Customer response

  06/08/2022

   
  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

  04/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ADT upgraded my current security system that I had w them for almost 8 yrs. The day of install, they sent out 1 technician named *******. He was installing 2 outdoor cameras, 2 indoor, ****** nest door **** and 2 control panels. ******* arrived at my house at 8am and didnt leave til 8pm and the job was unfortunately not completed. ******* advised me that this was his first time out on the field alone and my job was a pretty extensive job to do being a rookie. During the time of installing the outdoor camera, ******* drilled into my siding on the outside creating holes and mounted the camera in an area where the camera should not been mounted. I saw it and immediately expressed concerns. ******* then called his manager ****** to discuss fixing things and my main concerned was my current siding now having holes and cracks in it. ****** explained not to worry he would file a damage claim and someone would be in contact w me. ******* w adt to reach out to me via email stating That adt accepted liability, I just needed to get an estimate on the siding and send that to her to have a check issued. At that time I did ask ******* if they ad adjusters that worked for them to come out themselves to reviewed damage to save myself time and she advised that they didnt but provided me w some names through a ****** search. After calling around and meeting w someone to give me an estimate. The estimate was provided to ******* and she immediately said that they would not cover for a full reside and she would have a company come out and give me an estimate. After contacting multiple contractors they all mentioned I would need a full reside because my current siding is discontinued. I advised *******, she stated that she could not approve that. She mentioned painting it. Everyone stated they dont paint siding it would need replaced. Having 2 different colors of siding would bring the value of my house down. My house needs to be brought back to pre-existing conditions

  

  Business response

  05/24/2022

  ADT stands by its decision. We have offered a check of $4932.00. We will over cover the exact portion of the home that the technician is responsible for.

• Initial Complaint

  04/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently replaced the windows in my home and I needed to get 5 new wireless sensors. ADT charges $50 per sensor. I called ADT and asked if they can install sensors that I bought on my own and not from ADT. The representative told me that they can do that, so I went ahead and purchased the sensors. When the tech arrived he told me that he could not use my sensors even though they are compatible with ADT and my system. I called again in front of the tech and again they tell me that there shouldnt be a problem as long as they are compatible which they are. The tech then explains the policy to the representative and all of the sudden all info is changed and she tells me that I cant use sensors not purchased from ADT. I asked for a manager and they had me speak to ******. After explaining this to ****** he states that he has no issue with me using my own sensors but that it was up to the branch manager to decide if I can or can not use them. ****** just got my number and told me that the branch maNager would call me in 48 hours. In other words Im stuck with the expensive sensors. Ive been an ADT customer for the last 10 years but honestly Im going to look around to see if I can switch companies. And making matters worse the sensors they brought are 3 times the size of the ones that I have on the other windows which I did purchase from ADT. Dont they have record of what I previously purchased so that they could match?? Terrible customer service!! I wont recommend to any one. They explain that they only are able to use products bought from ADT but I was using the same exact sensors and brand they use. The sensors have same UPC and part numbers as the ADT ones. I feel I should be reimbursed or at least credited due to their miscommunication 3 times. On the last call with customer service, ****** said that he did not have a problem with me using the sensors.I feel as if I was cheated and misinformed and ADT doesnt want to accept their responsibility.

  

  Business response

  05/24/2022

  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 installed sensors & have placed the customer on a payment plan for the equipment.

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an ADT alarm system installed Tuesday, 4/26/2022. I signed the contract stating $34 due at installation, but when tech arrived he charged me $94 due at installation with no explanation for the increase. The outdoor cameras don't pivot, so one was placed extremely high. There is no way I can re-adjust it due to the height. The control pad is a large bulky pad with an extremely bright light and can't be turned off and it is not user friendly. After the tech left and I opened the garage, one of the cords came loose and disconnected the camera. It is hanging down haphazardly in the middle of my garage. No one was able to come back until at least 3 days. The next day I called to cancel the contract and was given the runaround. The first rep told me I had to talk to a Branch manager but I had to wait til they try to contact me. I knew I had 3 day to cancel, but she told me it may take **** days. I called back on 4/29/2022 and was told a branch manager would call me by 5pm. No one called me. So I don't want to wait and continue with this vagueness when I just want this cancelled.

  

  Business response

  05/24/2022

  After speaking to the customer the customer declined having us out to fix the issues with the install. She wanted the service canceled under three day right to rescind. The equipment was removed and the customer was refunded. 

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for ADT after my puppy was stolen. Unfortunately the agent ********************* represented the company in a deceptive manner assuring me the contract was going too be for 6 months because I explained I was moving soon which I did and wasnt sure about even staying in STL my mother is in ATL and had gotten sick. I spoke with reps with ADT because **** had me put in for a ********************************************** my front room and even stepped out as if he was getting the shorter contract okd. Something should be done about this or that charge reduced significantly because morally it was wrong for him too do that and ethnically it is worse for a company too trick customers into long term contracts. Im not sure if he gets commissions and thats why he did that but I was wronged.

  

  Business response

  05/27/2022

  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's standard contract length is 36 months. We do not offer 6 month agreements. The customer only made 2 months of payments on the account; before allowing it to default & cancel due to non-pay. The balance for contract termination charges & past due balance is valid & owed. 

  The customer must settle with the outside collection agency.

• Initial Complaint

  04/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ADT has been deducting money from my account for years. They stated that an agreement was made but I have proof it wasn't. They had an account set up to someone else's phone number.

  

  Business response

  05/27/2022

  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 notations on the account, on 07/25/2017, **************** accepted a temporary rate reduction for the services located at ********************.

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been with ADT since I got my first home in ****. I also have them covering my business. They were a fantastic company. over the last two years they fell off a CLIFF. in the past month I have spent over 8 Hours+ on hold and talking to numerus customer service agents that basically know nothin.... Then transferring me from agent to agent. From being triple billed, old locations not being old still sitting as current location. New locations being disconnected.... charging my credit card $1144.00 and they couldn't tell me why. Equipment falling off the walls/windows. and them canceling the wrong location... Yesterday feeling like I was finally getting some where and they where coming out to program the system today. They Just called canceling after they were to be here and told me to call back into the 800 number to reschedule. I asked to speak with upper management ad they will not transfer the call and hung up. The experience with ADT HAS BEEN TERRIBLE!Just do what I signed up for and be accountable. All I want is that.... I gave them 100% of my money.... I want 100% of the service!Maybe one of the post on ALL of the social media platforms will get the attention of someone that can get problems fixed and be accountable when they say they are going to do something!

  

  Business response

  05/27/2022

  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.'

  A refund of $2105.38 was processed.

  
  

*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. ↩