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

  5001 Howerton Way Ste A Bowie, MD 20715-4459

  
• 

  ADT Security Services

  75 Town Center Dr Rochester, NY 14623

  
• 

  ADT Security Services

  47-40 21st Street Long Island City, NY 11101-5448

  
• 

  ADT Security Services

  5 Marway Cir Ste 17 Rochester, NY 14624

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:12/07/2022

  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 am a brand new ADT customer, having just had my service installed today. I need to report the inherently SLOPPY, UNPROFESSIONAL, and LAZY job that the technician performed when installing my security cameras. When he first arrived, I made it clear that there I wanted NO ****S in ANY of my walls. I JUST bought this home a few months ago and spent a massive amount of money having all of the walls in the house sanded, primed,and freshly painted professionally. I was also under the assumption that these ADT cameras were 100% WIRELESS. Once the tech started doing his thing, I went upstairs to my office. About ***** minutes later, I heard drilling. I went downstairs and he was DRILLING A GIANT **** THROUGH THE ***** NEW VINYL SIDING ON THE BACK OF MY HOUSE IN THROUGH THE **** IN MY DINING AREA! He then pulled a white cable through said hole, ran it DOWN the entire length of my dining room wall, and FILLED THE **** WITH A GIANT GLOB OF GLUE AND LEFT IT LIKE THAT! I have attached photos. So, not only do I now have a giant hole in my freshly painted wall, but also a TACKY A** CORD RUNNING DOWN THE W**** LENGTH OF THE **** as well as A **** IN MY ***** NEW VINYL SIDING! It looks like a 4-year-old did this job! When I expressed my extreme frustration and concern over this, the tech said, "Oh, just hang something over it." SERIOUSLY?! THAT'S supposed to be an acceptable response?! He also installed my doorbell in a VERY sloppy manner in that it is CROOKED AND NOT LYING FLAT! Then, the tech left without even telling me that he was leaving, so now I am left with all of this damage to my brand new home that I just put SO MUCH MONEY into. I should have just used my Ring cameras and stayed away from ADT! I EXPECT ADT TO PAY TO HAVE THESE DAMAGES TAKEN CARE OF IMMEDIATELY OR I WILL TAKE LEGAL ACTION VIA MY ATTORNEY AND A COURT OF LAW!

  

  Business Response

  Date: 01/09/2023

  If you would like to report a claim of liability against ADT, please send us
  
  Written explanation of your claim;
  Full incident report by the police department; (if applicable)
  An itemized list of your losses/damages for which compensation is claimed;
  Receipts, statements, invoices, etc. that prove the losses/damages that you listed; and
  Documents that support your allegation that ADT is responsible for the incident and/or your damages, including but not limited to video/photographs. 
  
  You can send these items by Fax *************), email ******************************************** or mail:
  ADT LLC
  Attn: Risk Management
  1501 Yamato Road
  **********, ** 33431
  
  Upon receipt ADT will forward your request for reimbursement to our general liability carrier for review and handling. You will be contacted by an insurance adjuster acting on behalf of ADT.
  

• Initial Complaint

  Date:12/07/2022

  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 am trying to cancel my service with ADT. It is no longer needed. When I try to cancel service on the phone, I am placed on a seemingly interminable hold. I do not want the company to bill me since I no longer want their service.

  

  Business Response

  Date: 01/09/2023

  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 closed. 

• Initial Complaint

  Date:12/07/2022

  Type:Order 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.

  This is the last ADT address I have, but service address is in ********* **. Acct #********. When I bought system in ****, I purchased a lifetime service agreement. I have never been charged a trip charge. Service call of 12/06/2022, tech. #***** *************************** told me I had to pay a $59 trip charge, that I had been notified of this contract change and that ADT told me of the charge when I made appointment, NONE of which is true. I repeatedly called and used online chat to obtain documentation for this contract change. I have been repeatedly lied to, disconnected and hung up on. No one at ADT will give me anything in writing. I assume this is because they know they are violating the terms of the **** contract between us. Tech will return on 12/13 to finish. I will pay under protest if not resolved, but I want ADT's answer regarding their rationale for this behavior and refusal to provide documents in writing. Who is to say that next time they will claim I owe a trip charge of $100 or $500? They are violating contract terms and I want to hear from them. I can't attach docs because I have none. Tech went so far as to send me someone else's docs, complete with their credit card info. instead of my own Thank you.

  Customer Answer

  Date: 12/13/2022

  ADT has called me to apologize and refunded my money.

• Initial Complaint

  Date:12/07/2022

  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.

  October 2022 I scheduled an appointment with ADT because my doorbell camera was not responding. I was told to charge my doorbell camera. I removed it from the mount to charge it only to discover that the back of the doorbell camera was bulging. On October 14, 2022 an ADT technician came to my house, because my doorbell camera was not responding. The back of the doorbell was still bulging. The technician said the bulge was not that significant, he reset the doorbell, and said nothing was wrong with it. He also said my doorbell didnt need to be charged because it was hard wired to a power source. November 28, 2022 I spoke to another ADT representative because my doorbell camera still continued not to work. I was asked did I charge it even with it being connected to power. I told her that the back of the doorbell was ******* and she was immediately alarmed and schedule a virtual appointment for troubleshooting. December 5, 2022: The first representative stated there are known issues with my doorbell and ADT has been aware. He stated my only option was to an exact swap for the current doorbell at no charge or pay $300 for a ****** doorbell. I told him the back of my doorbell was building. He videoed in to see and was alarmed. He looked up the technicians note which only stated the doorbell was installed incorrectly. ADT installed the doorbell. He never made mention of the bulge. I was transferred over to sales. I explained my situation to the representative, who told me that they no longer make the old ADT doorbell and that my only option was to purchase the ****** doorbell. I told him thats not what the previous representative explained to me. Nor, do I want a faulty replacement. I was escalated to account management.They said they would give me the new ****** doorbell and waive the installation fee but I would have to extend my contract with ADT for an additional year. I no longer trust ADT to protect me.

  

  Business Response

  Date: 01/09/2023

  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 replaced the doorbell on 12/08/2022.

• Initial Complaint

  Date:12/07/2022

  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 cancelled ADT at our residence due to a move and had to pay an early cancellation fee of $1,172.21 which was paid on October 15, 2022. The new owners of the house were we had service with ADT activated ADT shortly after move-in, thus initiating us our refund of the previously paid $1,172.21 which was shown to be credited to us on Oct 26, 2022. We never received the credit and every time we call ADT, they try to claim that our account was not found, even though we can still log-in online to the account. We have called 7 times, wasting multiple hours. ADT claims they cannot find our account and is deflecting giving us our refund.I have attached our most recent ADT statement showing the refund.

  

  Business Response

  Date: 01/09/2023

  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.

  Due to the new homeowner acquiring the services, ADT has waived the contract termination charges in the amount of $1176.67.

• Initial Complaint

  Date:12/07/2022

  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 cancel my ADT after I sold the house. I was told I needed to pay for the equipment because the New Homeowner purchase a policy with ADT. I agreed. The payment for equipment was to be about $600.00. ADT continues to charge me for the service after they said it would be cancelled and a finial bill sent for the $600.00. I called ADT today and was told by a different rep I need to pay a $2000.00 cancelation charge. ADT is now just abusing me for money. The ADT equipment is still in the home. The new Homeowner was also changed for the same equipment. The cancellation fee and equipment fee is more than the contract. ADT is abusive to the customer.

  

  Business Response

  Date: 01/09/2023

  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 waived the contract termination charges in the amount of $1715.71. The customer's remaining balance for the equipment is $664.22.

   

   

• Initial Complaint

  Date:12/07/2022

  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 contracted with ADT security services in October 2021 for a one-year contract. I specifically addressed with my service representative that I wanted the agreement to terminate at one year because the property address was a rental. I wanted to ensure that my obligation would not extend beyond one year. ***************, my representative, had to get specific approval in order to have my lease terminate at one year because contracts typically had to be for a minimum of 2 years. He got that approval and I paid for one year up front. Notably, after I paid what I was quoted, I got a bill for more money and had to pay that up front as well. After the twelve month contract ended, I got a bill for more than $700. I called to dispute it and *************************** in the cancellation department told me that I had to give 30 days' notice. I told him I did not think this was correct, since I negotiated for a termination at one year. He would not back down but said he would terminate and send confirmation of the termination (I never received that) as well as a final statement. i demanded to know what the amount would be on the final statement, and he told me approximately $17.00. I then got a bill for $163.74. I have spent hours on the phone and they refuse to take my account down to a zero balance, continuing to say that I had to give 30 days' notice, so I am being billed for October through January 1. I gave notice of my intent to terminate this contract after 12 months when I entered into it, and it was approved by ADT specifically. *************** did not tell me I would have to call 30 days in advance to re-confirm the termination of the agreement for which I specifically negotiated. ADT has been engaged in bait and switch and unfair business practices from day one, including that I am constantly quoted one dollar amount and then get a bill for more. I am paying the $163.74 in protest, but want a refund. Billing history confirming the service to terminate 10/10/22 attached.

  

  Business Response

  Date: 01/09/2023

  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 did agree to modify the initial contractual obligation from 36 months to 12 months. However, the contract states the following:

  The initial term of this Contract for ADT services is one
  (1) year. ADT's alarm monitoring and notification services will begin when the equipment is installed, operational and communicating with ADT's ***************************** ("CMC"). This Contract will automatically renew for successive thirty (30)-day terms unless terminated by either party at least thirty (30)
  days before the end of the current term. If terminated, this Contract ends on the last day of the then-current term. I may terminate my service by calling
  ADT at ************ (1-800-ADT-ASAP).

   

  We have confirmed that the account is closed; however, no refund is owed.

• Initial Complaint

  Date:12/07/2022

  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.

  I have had ADT at my previous house for over 10 years, we moved February 2021 and requested to move services. We were told this was not a problem and then we were charged a new system fee. We eventually were able to get a hold of them and were told it would be a continuation. Now it appears we are in a 5 year contract and our system has not worked since June 2021. We have called, hung up after a 2 hour hold and requested to cancel only to be told that it would be over $1300 to cancel our services, (that we have had for over 10 years). Our camera doesn't work, our sensors keep falling off of the walls our panel doesn't work... Why should we have to pay? We are told it would cost us to have a technician out to fix our system, and we have to be able to have an adult home all day, which is impossible for us. On top of it, we were charged $357 today for an "installation plan" fee that we had no idea about, nor do we feel is valid. When I contacted customer service all I received was an "I am sorry for the miscommunication", yet they will not credit the charge back!!! I want to cancel my service and get credited back the $357 as well as the past 15 months that our service has not been working!!!

  

  Business Response

  Date: 01/09/2023

  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 reinstated the customer's equipment installment plan & have processed a refund. 

  Customer Answer

  Date: 01/11/2023

   
  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:12/07/2022

  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.

  I had ADT installed in March 2022 after I was attacked in my home. The system worked great for about 3 weeks. After a "unknown" event in the middle of the night that triggered the alarm and I was unable to disarm it, the system was hijacked. The cameras are streaming, however I have no access to them. The system arms and disarms however somehow someone is able to go around it because my home is being broken into while we're away and things are being stolen or vandalized as well as my automobiles parked right in front of the doorbell cam. No alarms go off,no alerts, and no way to access footage. In the meantime I now have payment issues. I set up my account to be paid automatically on the 1st of every month. Payments are pulled from my bank account and then according to ADT billing they're being reversed, not credited to my ADT account. However my bank shows the payments have cleared and have not been reversed to my bank account. Due to this discrepancy my bank filed a fraud investigation and suspended my account. Moving forward the payments that should've come out most recently (Dec 1st) were declined. However ADT claims other times my bank has declined payment which is false. I have my bank statements that prove the lies. Since ADT is claiming no payments have been made on my account in over 91 days we have zero access to technicians and are stuck with a hacked security system that's aiding others in vandalizing and stealing our property. Now ADT is threatening to place this fraudulent billing claim on my credit. I have tried to solve this with ADT. Nobody pays a security company to aid others in abusing them. This is ********, unwarranted and highly traumatizing without any legitimate purpose. Please help

  

  Business Response

  Date: 01/16/2023

  Upon review of the customer's account, ********************** spoke to ************* and offered for a technician to service the system, but she declined. She stated that her neighbor is bypassing her system and entering her house. She stated that ADT has the payments that were being reversed. ADT advised the customer that ********************** only shows the payments were reversed but does not have them. ADT offered the customer a 50% discount on the $416.83 current account balance, she declined it.

• Initial Complaint

  Date:12/07/2022

  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 a model home from *************** that has an existing ADT monitoring system built into the home. At purchasing I was told it came with the home and that they could come check the system and make sure all parts were functioning. By doing so they charge me for "installing" the system. (Which was already there) Two-year-old cameras, and sensors. The house has since been sold and new owners took over my Contract. The unhelpful and rude representative, *******************, told me that it would cost $1000 to get out of the contract, but if the new owners take over it then I am free and clear of future payments. Not to mention the numerous phone calls and complaints about the customer service and lack of quality service I have made over the past 2+ years. They have since then continued to charge me a monthly install fee of $15.37, and also charged me the monthly service fee of $57.99.Such a well-known company sure is doing business in an untrust worthy way.

  

  Business Response

  Date: 01/16/2023

  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 made multiple attempts to contact the customer. The contract termination charges were waived, due to the new homeowner acquiring the monitoring service.

  The customer does still owe for the financed equipment balance.