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Complaint Details
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Initial Complaint
07/06/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
6/26 I called adt to request technical support, on that same call I asked the representative to update my card information, which she did. I asked her to make sure the old card was completely removed and that the new card would be charged moving forward including the next scheduled payment. The representative stated only the new card would be charged. The representative asked me if I wanted to renew my contract in order to lock in my current rate and I agreed.On 7/5 I called adt to again request technical support for an error message on my adt app stating sensor tamper garage. The representative asked me to go to the door leading from my house to the garage despite me explaining to her that there were nor has there ever been sensors there she was adamant that this is the door that had a sensor that fell off. I told her that the overhead garage door that must open in order pull out a vehicle is the door I was referring to and needed help with. The rep then said I would have to talk with a virtual advisor. However I find the adt system components difficult to understand and I requested for a tech to come out. She stated that I would be charged a trip fee when I explained that I hadnt been charged before she said the fees had been waived before. If the representative on 6/26 would have told me that I would NOT have renewed the contract. Furthermore when I asked for refund on the previous card she stated the old card was charged because it takes 30 days to update in their system the rep on 6/26 failed to mention this! Today 7/6 a tech came out and said the sensor tamper was simply a low battery and he would be charging $49 because you should have known and could have done that yourself! Now due to the lack of training and negligence on adts part I have a bank account with overdraft fees, I was charged for a battery ************ **** stuck in a contract. I made sure to ask for clarity and their reps failed to provide accurate info. Sensor tamper = low battery?
Business response
08/18/2022
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 applied a billing adjustment of $49.40.
Initial Complaint
07/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My alarm system has been offline for almost two weeks. Due to an electrical storm on 6/24/22. I spoke to an ADT representative who made a virtual appointment. I got a call on June 27, 2022. The young lady I spoke to was attempting to give me instructions for repairing my system myself. I am 65 years old and I am not tech savvy. I immediately told her I couldnt fix it. The representative made me an appointment for July 2, 2022. The technician arrived around 9:00 am. He went over the system and found out the hub needed replacement. He didnt have one. Another appointment was made July 5, 2022. I asked the technician if he knew what the issue was and if he was going to be able to resolve it. He left out got back in his service truck and left. I called ADT and was put on hold. Finally someone told me that the part needed they didnt have and as soon as it gets in they would fix it. In the meantime my home isnt properly secured and they are still expecting payment for service that isnt complete and putting my safety at risk. These people are blatantly telling lies. They should be ashamed for deceiving their customers.Business response
08/16/2022
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 gateway & waived the charge.
Customer response
08/18/2022
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
07/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I signed up with adt through a licensed dealer in October 2020 at which time I had 3 cameras and one doorbell camera installed. One of the cameras never worked and the doorbell camera works sometimes. I called the dealer and was advised to contact adt and adt advised me to contact the dealer. This goes on till June 2022 when finally an adt tech was dispatched to my residence, where he advised the item needed to be replaced then left. I contacted them again on July 6, 2022 and the again dispatched the same tech who advised me all the equipment was junk and not art's and the cameras were not working due to not properly being installed by the adt dealer. When I contacted them they advised its the dealers equipment and tried again to sign me up for another 3year contract. For almost 2yrs I've been paying for a service that I was not being provided and all adt can say is sorry that's the contract. Their customer service is horrible but the tech advised he would try and replace the doorbell but adt was wrong for taking my money after the continued calls I've made and my service was not working.Business response
08/16/2022
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 resolved the camera issues on 07/15.
We also refunded the service assessment fee.
Customer response
08/17/2022
Complaint: 17530403
I am rejecting this response because:after 15 months of having faulty equipment this is unacceptable, and as for the 59 dollar charge that I had to argue to be returned yes that should have been automatic, but instead yall charged my account and I had to again state the obvious. I don't feel that after 15 months of charges they finally fixed the issue, what about all that time I was charged for a product that didn't work. Again make it right let me out of my contract or refund me the 15 months that your product didn't work.
Sincerely,
*************************Business response
09/18/2022
Upon review of the account, the customer's camera service is $6/month of their bill.
We have issued a credit of $90.00
Customer response
09/19/2022
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
07/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I brought camera system. The cameras are not working with the upgrade and they want replace them. I am being charged for the pulse system and suppose to have pulse cameras. I was told I dont have pulse cameras!!!!Business response
08/14/2022
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 reviewed the customer's account and left a message for the customer with our contact information.
Initial Complaint
07/06/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
My alarm went off there was no course of action taken by there part. I had a sensor go out they sent me a tube of glue. They cancelled on me 2x and made it the 3rd time to have my services. There wasnt really an explanation how the devices work. The alarm going off was the tip of the iceberg for me. I canceled my services with them and now they are trying to collect these fees from me. I dont feel its necessary I have to pay them after they failed to hold up there end of the contract.Business response
08/14/2022
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.Based on the contractual agreement, the contract termination charges are valid. ************ has been advised to request a payment arrangement from the outside collection agency.
Initial Complaint
07/06/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I started service with ADT in 2020 March and signed a contract but over the past 12 months i have had bad service and not the quality i wanted so i called to cancel in June of 2022. At that time i was informed i would have a cancellation fee. Thats ok with me since their service is not very good. I was informed that my next billing cycle that is June 30 my service will be off but now its July 5 and im being told that its going to be 30 days now they are hanging up on me. All i want is my service to be off ill never recommend themBusiness response
08/17/2022
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 remaining balance.
Initial Complaint
07/06/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
Hi ADT has been billing me twice for 2 addresses in 2 states simultaneously. When I called they said said they resolved it and I have no pending payments but now Im getting calls from debt collecting agencies. I was being charged erroneously for the ********* ** address. Please cancel all pending payments or charges. I made numerous calls and spoke for hours , they said they made all notes. They had executive officers working on it but back to square one and start from scratch every single time.Business response
08/14/2022
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 has a zero balance on accounts: ********* & 313927321.
Initial Complaint
07/05/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On July 5th I decided to cancel service with ADT SECURITY SERVICES shown on the service bill under this address: ****************************************************. I searched ADT.com website to find a form to file written cancellation but it shows I must call the ADT customer service to cancel. So I did called at ************** on the same day at ****pm EST. After about 20 minutes I was connected to agent to whom I asked I want to cancel service. The agent acknowledged and told me he will transfer me to cancellation department. I was put on hold for another 20 minutes and after this another agent piccked up the call and I asked again to cancel. The agent then transferred me withouht a warning to another agent. After about 5 more minutes last agent picked up and asked me the reason I call, so I had to repeat everything for the 3rd time and confirm I want to cancel. Agent acknowledged and transfered me back to main ************** After 49m52s on the call I was ignored. I called again on ****pm same day and got coonnected this time faster and asked again for cancellation. The agent mumbled over the phone so I had a hard time understanding. I asked to speak up and slow but that did not resolve. I could barely hear agent saying the service will be cancelled as of Aug 4th to which I relpied I want cancel to service as of today or tomorrow as I am not under anty contract. I also made a note forbidding ADT to charge my credit card further and if there are anny oustanding payments for service until today or tomorrow when service is cancelled, I will pay using a check or other form of payment. Agent mumbled again I could not fully understand. I assumed agent got my request and I finished the call. ******* due to poor agent verbal abilities I am not sure if my service was cancelled. I ask BBB to file this complain in my behalf to ADT to help me confirm cancellation. I would like to express my disspaointment toward ADT which I paid 4 years for the service being flaky & unreliable.Business response
08/14/2022
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 & the balance is cleared.
Initial Complaint
07/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased an ADT security system on 2/10/2022. On Monday, 2/14/22 I tried calling to cancel the order as stated on my contract. You will see the phone number listed on my call logs. I tried calling during my lunch break which is one hour. I only had 20 minutes which I though was a sufficient amount of time. I was not able to get through to ADT because of their prolonged wait times. I tried calling multiple times with frustrating results of being transferred to different departments for as long as 1 hour before I had to hang up to take care of other parts of my life. If I do get a hold of someone all they try to do is transfer to a different department with another wait of 15 minutes or more. We finally got a technician to come and take some of the equipment. They are still charging me. Today I called and was transferred four times in a period of 1.5 hours. I took a picture of the time I was on the phone. I was told that to cancel my contract, it would cost me $3,058. I would like to cancel it with the original date that I tried to cancel on 2/14/22 and return all of the equipment. The equipment was not originally working as planned and now with the customer service issues as you can see all of the over ***** complaints on your site, I would like to cancel without paying the over $3,000 fee. The company makes it impossible to cancel because of their hold times and frustrating transfers to incorrect departments.Business response
08/16/2022
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 removed the customer's doorbell on 03/14/2022. The value of the removed equipment was credited off the back-end of the loan. It does not lower the monthly amount for equipment, but lowers the number of payments total.
Initial Complaint
07/05/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I was a home security customer of ******** **********************, which was evidently purchased (without my knowledge) by ADT. When I contacted my new servicer (ADT) about cancelling my current home monitoring service, I was given a terrible run around. During my initial contact with them on June 28, 2022 I was told that I would need to pay over $1,000 to cancel as I had a contract that extended to August of ****! I replied that I knew for a fact that this was incorrect as I still had a copy of my original signed agreement that took place in September of 2019 and extended 36 months (until August of 2022). I requested that they send me a copy of the agreement that they claimed I had signed. The individual helping me at the time stated that she did not have the agreement herself and that they needed to contact ******** Security (who the contract was signed with) to get a copy of the agreement and that she would forward it to me once she had received it. The next day, on June 29, 2022 I received an email from her that contained my agreement and to no surprise of mine, it was a copy of the same agreement that I held in my possession and clearly stated that the agreement was set to expire August of 2022. I replied to her email stating, "Thanks for getting this and getting back to me. This is the same contract that I have on file. However as you read through it, it shows a 36 month agreement signed in September of 2019, that would indicate that the contract is to expire on August of 2022. Not sure where your records are stating that its 5 years. Can you help me cancel now?" Her response was "Yes, I definitely see that. Go ahead and call in ************* option 4. I am in a meeting for the rest of the day so I cant call you. But I did note the account that the contract should only be 36M not 60. Anyone can help out with the cancellation." When I called in following the 4th of July holiday weekend on July 5, 2022 I was once again told that I was in a 60 month agreement.Business response
08/14/2022
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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9,870 total complaints in the last 3 years.
3,919 complaints closed in the last 12 months.