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

  814 Arion Pkwy Ste 220 San Antonio, TX 78216-2837

  
• 

  ADT Security Services, Inc.

  8751 Park Central Dr Ste 100 Richmond, VA 23227-1162

  
• 

  ADT Security Services

  18 Clinton Drive Hollis, NH 03049

  
• 

  ADT Security Services, Inc.

  1811 N. University Avenue Ste.108 Lafayette, LA 70507

  

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:12/17/2022

  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 set my appointment up with Adt on Sunday. Dec. 11, 2022. Ive been in contact with them everyday since confirming my Adt appt that was scheduled for. Sat. Dec. 17 from 1-5pm. I last confirmed my appointment on Dec. 17 after 1am by calling the **** that does goggle. I called goggle & asked for help with setting up my goggle account & the rep told me a technician would help. I waited all day for a technician to come *****. 17 & no one called or showed up. I called Adt before 5pm spoke to two associates, ************* claimed Adt called but I didnt get a missed call nor voicemail from Adt. Im in the process of cancelling my services with Adt & getting new ***************** somewhere else. What im paying for one camera, I could install a whole system of cameras. Ive been with Adt over 10 plus years or more & thus the way they treat customers by canceling their appointments & not letting the customer know. I now have to wait another week till Dec 23 for which I was supposed to have left town to n 12/23 now I have to cancel plans. I want to speak to a corporate office.

  

  Business Response

  Date: 01/30/2023

  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, a 1 month credit has been applied.

• Initial Complaint

  Date:12/17/2022

  Type:Product 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.

  Canceled my service in november for my ADT ************* I even have the email showing it was canceled. I still continue to get billed despite canceling. Had to file a chargeback with my bank for this scam.I contacted the business via email, and as of this date, 9 DAYS later, I have not received a response.I contacted the company via phone, requested a call back (which was an option in the call tree) TWO DIFFERENT TIMES, and have yet to receive a call back in 8 days. Horrible service.

  

  Business Response

  Date: 01/30/2023

  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.

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18604879
  
  I am rejecting this response because: through no help of you is my account closed, i had to call in another 2 times to get it dealt with due to your failings.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/17/2022

  Type:Order 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.

  My alarm system won't turn on and I can't get adt to send a technician out. I've spent 6 hours either on hold or getting the run around

  

  Business Response

  Date: 01/30/2023

  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 Answer

  Date: 02/02/2023

   
  Complaint: 18604515
  
  I am rejecting this response because: there was no equitable resolution. Not being able to use the alarm system I pay for each month induced anxiety due to an earlier attempted break in. I shouldn't have to wait 2 days and pay a tech to come out when there is an issue with the alarm panel that was caused by an update on ADT's end.
  
  Sincerely,
  
  ****** Choice

  

  Business Response

  Date: 02/28/2023

  The customer's doorbell has zero volts coming in & has been advised that it may be due to the transformer. 

  The customer declined further ********************, due to fees.

• Initial Complaint

  Date:12/17/2022

  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 had security cameras installed at my home in ****** ***** in July 2022 . i was told it was the latest equipment. the receiver they installed is very loud. I have ADT cameras/receiver installed in my other home in ********** where they installed a nice, quite receiver in october 2022. When i called the ADT and requested that i wanted a simlar quiter receiver, they sent out a techinician Mr. *** ******* on October 12, *****, who said he will contact his manager and have a quiter reciever installed. But there has been on followup. Apparently his manager is ************. i have sent repeated messages to *** and no progress. In the mean time, they continue to charge me for the installation installments. Need this issue resolved ASAP or refund the money. I have called mulitple times to aDT customer service to of no avail. Keep getting bumped to different departments and no resolution of issue

  

  Business Response

  Date: 01/30/2023

  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.

  No refund is owed to the customer; as the equipment balance is valid. 

  The customer closed the Maidenhair Rd location in November.

• Initial Complaint

  Date:12/17/2022

  Type:Sales and Advertising 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.

  In attempts to reach ADT Security by telephone, I have been unable to get anyone to help with canceling the service. I sent an email cancellation and received a response saying they could not help and I must cancel by phone. The ADT equipment is obsolete with 3G backup and wants to charge for an upgrade of their equipment to provide the service that I have paid for. This is unacceptable and I want my service canceled.

  

  Business Response

  Date: 01/30/2023

  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 customer's account is cancelled, as requested.

  Customer Answer

  Date: 01/31/2023

   
  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:12/16/2022

  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 specifically opened an ADT account to have cameras that provide video footage and also access to live streaming from my cell if I wasn't home. Now I am stuck in a contract thats impossible to cancel even though the SYSTEM IS NOT WORKING! I called to complain numerous times, I've done troubleshooting with them over the phone and the SYSTEM IS STILL NOT WORKING! Called again and I was kept on hold for 2 HOURS and the line suddenly hung up! This happened to me in at least on 2 or 3 occasions. ADT supposedly has a 6 months customer satisfaction guarantee THAT THEY DO NOT ***** (it's all BS just to get you to sign up and be stuck in a contract) I finally spoke to a supervisor and requested a cancellation of my account because it is STILL NOT WORKING. I also inquired about getting my money back under their 6 month customer satisfaction guarantee since my SYSTEM HAS NOT WORKED SINCE INSTALLED! Supervisor said in order to qualify for that I would need to set up an appointment with a technician to come to my home and attempt to resolve the issue. I did that and the technician was not able to fix the issue nor was he able to figure out what the issue was. We called my internet service provider to confirm it was not an internet issue. I Called ADT again today to cancel and was put on hold for over an hour. Spoke to supervisor who really expressed he didnt care! His name is ******, he said his employee number is ******. Now hes saying even though they sent someone out and the SYSTEM IS STILL NOT WORKING in order for him to ***** this guarantee a technician would have to come to my home atleast 3 times! He also said nothing will get me out of the contract AND I have to pay $2000. At this point I dont even want my money back! I JUST WANT TO CANCEL THIS CONTRACT with no penalty so I never have to deal with this again! My anxiety and stress level have been tremendously affected by this causing emotional distress and in the end TODAY THE SERVICES ARE STILL NOT WORKING!

  

  Business Response

  Date: 01/30/2023

  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.

  
  Money-back guarantee only applies after ADT has made service call attempts (3) to resolve a system-related issue and has not been able to resolve that issue within the first six (6) months of your contract. Equipment must be fully removed before a refund will be processed. Conditions preventing normal system operation cannot be caused by the customer.

  The customer does not qualify.

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18602276
  
  I am rejecting this response because: They are just repeating what I already was told on my original message which is one of the MANY excuses I was given, BUT THATS NOT THE POINT HERE. And even when I have called multiple times to get someone out after troubleshooting via phone AND having a technician come to my home I was kept on hold for 2 hours and the line hung up! I have proof of this and it happened more then once! Attached are emails from another ADT manager I spoke where hes stating they will cancel the account with no fees. He also stated I can keep the equipment. *** also attached my reply to him which I said I DO NOT WANT TO KEEP THE EQUIPMENT, I also asked him to please send me a return shipping label.after that I never heard from him again after multiple attempts. Im not asking for no refunds for charges that were already processed ALL I ASK is to cut ties professionally. Cancel my account which has never worked and send me shipping label so I can return the equipment thats also not working. Thank you 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 02/28/2023

  ADT stands by its decision,

  Cancellation of the account, will result in contract termination charges (& equipment fees, if applicable).

• Initial Complaint

  Date:12/16/2022

  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.

  Over the past 24 years, I have been a customer of **********************. During the past two years, I have been experiencing issues/problems with the ability to make my payments on line or directly with ADT over the phone. Even when I get a representative to assist me, there still are problems where I am unable to make the payment due to problems with their system. For the past 2 years, ADT has told me they are having problems with the automatic payment on-line and to forward my payment by mail. ADT has also told me they are aware of the issue and have been working on it.My problem, ADT is sending me late notices because when I send in my monthly payments, it's taking time in the mail, I have no control over the mail system and how long it takes for ADT to receive my payment by mail. Additionally, ADT has told me over the past 2 years they are aware of the problem and are working on it. Why does it take ADT 2 years from what they are telling to fix a problem with their system? Also, when you speak directly with a representative, they have no desire to escalte the problem to be fixed as I have asked on several occassions over the years.I do not appreciate the late notices that ADT is sending me as I previously stated I have no control over the mail. I would like for the late notices to stop immediately since they have no plans or desire to fix their automated payment system.

  

  Business Response

  Date: 01/23/2023

  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, **************** is invoiced on the 13th of each month. In order to not be considered "past due", payments are required in 20 days. We are receiving the customer's payments after that 20 day mark. 

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18602028
  
  I am rejecting this response because, ADT has not fixed their system so that my monthly payment can be made over the phone and on time.  If the system was fix where payments can be made, I would not have to mail the payment.  I have no control over the mail system. The issue here is ADT has corrected a problem they have with their system.  When will the problem be corrected????
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/30/2023

  ADT stands by its decision & considers this case closed.

  If the customer is unable to reach an agent by phone, they can use our Express Pay site:

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

   

• Initial Complaint

  Date:12/16/2022

  Type:Order 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 approached by ADT Sales on November 14, 2022, as I had previously expressed interest in their product. The sales rep had discussed options that kept me within my budget while still making me feel secure in my home. An appealing 6-month money-back guarantee was also discussed (which was deemed inaccurate). I had agreed upon 2 motion sensors, 2 glass break sensors and 4 contact sensors for my doors. Upon my installation appointment on November 15, it was decided that the motion sensors would NOT be installed, as I have two cats and they could set the alarm off. There were several things within my installation that were less than professional (small amount of insulation left on the carpet from the outdoor camera install, small amount of drywall from the cut out of the keypad). I notified my sales rep the day of installation. I responded to an email from the local manager regarding my concerns and how dissatisfied I was on the morning of November 18. No response led me to calling the main ADT **************** number. Over the course of an entire month, I have called anywhere between 2-4 times per week, waiting anywhere from ***** minutes each time; while being promised that someone from my local office would be reaching out to me regarding a ticket that was open. Not a single person from ADT has contacted me. I did not get what I initially paid money for, nor what was reviewed in my contract. An additional installer also came out today to verify what was originally discussed/listed in my contract could not be installed (motion sensors) due to cats. My options, as presented by ADT, are to pay over $1,000 to cancel my service, pay over $1,000 to purchase more equipment to make me feel safe, or keep what I have and feel unsafe. All three options have me losing as a consumer. They refuse to allow me out of a contract THEY could not fulfill, stating my local office is the only one with the ability to override this, and they have "denied and closed" my ticket.

  

  Business Response

  Date: 01/31/2023

  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.

  Money-back guarantee only applies after ADT has made service call attempts (3) to resolve a system-related issue and has not been able to resolve that issue within the first six (6) months of your ******************* must be fully removed before a refund will be processed. Conditions preventing normal system operation cannot be caused by the customer.

  The customer does not qualify for release. If additional equipment is wanted, it will be at cost.

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18601220
  
  I am rejecting this response because: There is a period of time that customers are able to get out of their contracts. This was misrepresented to us as consumers, just to make a sale. Also- the initial contract that was discussed was unable to be fulfilled, at the discretion of your own installation team. So it is void in my eyes. It is terrible that your company doesnt even take the time out at the local level to reach out to customers when they are unhappy to see about a resolution. I had emailed and reached out plenty early enough (November 18) to address these issues with zero response or reply. That is awful customer service. Not only do the products not meet our expectations, but your **************** has been extremely disappointing. Since you have customers sign contracts, you discount their satisfaction and fall back on the fact that they are tied into a commitment; so tough luck for them. Very disappointing all around. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/16/2022

  Type:Order 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've my ADT security system installed in June, 2022. In July 25, 2022, an alarm went off when I left the house without disarming the system due to my illness. A week later, I received an invoice in the amount of $270 ($220 fine + $50 annual alarm permit) from the city for the unpermitted response to false alarm. So, I contacted the city alarm administrator to inquire about the invoice as I had never heard about such thing as alarm 'permit' i need to obtain from the city when an alarm system was installed. The city administrator told me that an alarm company (i.e., ADT) was responsible for informing consumers about obtaining permit and at the same time ADT should have notified the city of the installation, which allows them to bill customers for annual alarm permit. Please see the attached the city ordinance document supplied by the city concerning this regulation (section highlighted in yellow). Unfortunately, ADT had failed to carry out either of these city ordinances, resulting in the shocking invoice (see the second attachment). The city alarm administrator advised me to contact ADT asking for reimbursement for the fine to the city ($220) as ADT failed to comply with the city ordinance in the first place. Following the advice, I contacted the ADT false alarm investigation department and submitted my complaints. However, I was notified that my request of reimbursement was denied on the ground that 'ADT does not reimburse for these types of fees' on Dec 1 and Dec 16 again, although I insisted that these types of fees wouldn't have occurred in the first place if the ADT had been compliant with the city's ordinance. I feel it's hugely unfair and unjust that the ADT withheld the important information such as alarm permit and neglected its due diligence in notifying the city of the installation, which directly resulted in the huge fine. If ADT had carried out at least one of these two responsibilities, I would have obtained the citys alarm permit, and the $220 unpermitted response to false alarm could have been avoided. Therefore, Im requesting an reimbursement of the fee as the city administrator rightfully suggested.

  

  Business Response

  Date: 01/30/2023

  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 stands by its decision. The customer's contract stipulates that they are responsible for obtaining any permits required by the city. 

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18601808
  
  I am rejecting this response because: it was ADTs responsibility to inform the city of the installation of an alarm system so that the city could bill the customers for the permit in a timely manner. Also, the sales rep failed to inform me about obtaining the alarm permit from the city. The citys alarm **** rep had concurred that it was due to the neglect of the ADTs sales rep and not adhering to the citys ordinance. It was my first time installing the security system for my home, so naturally I wasnt aware of the existence of an alarm permit.  The sales and or installation technician should have informed me of it. Unfortunately they didnt. So, ADT should take the responsibility for the neglect. 
  
  Sincerely,
  
  Hyekyrn ****

• Initial Complaint

  Date:12/16/2022

  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 purchased ADT home security less than 1 month ago. On the initial sales call the representative told me I was eligible for a free ****** doorbell, I agreed. The installer came and said he didnt see it noted properly in the work paper so he couldnt honor the promotion and told me to call ADT. Ive called multiple times just to be put on hold for 4+ hours each time. The last representative I spoke with in ****************** said she raised it to her manager who was going to pull the recorded line from my initial call and they would get back to me by phone by December 14 or 15. It is December 16 so I called today they again passed me around person to person for over 97 minutes and then kept hanging up on me. In addition, my home alarm went off at midnight last night and there was zero response triggered by ADT as promised by their services. I want the recorded line pulled to provide me the product they promised and I want them to fix their response time and uphold their response services that they are contracted for or I want my contract canceled and refunded in full.

  

  Business Response

  Date: 01/30/2023

  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 completed installation of the doorbell, as requested.