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Complaint Details
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Initial Complaint
04/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I cancelled services with ADT last year because I moved from ************ , called in and asked to cancel and the company has the records of me calling to cancel. Now theyre calling me again saying I did not cancel the services and they received a payment from me in January. I asked for a refund but they told me since I never canceled it theyre not refunding me.Only now they cancelled my service and still not giving me a refund. How does that make sense??
Business response
05/18/2022
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 waived the balance remaining.
Initial Complaint
04/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am so tired of contacting My ADT about getting a battery sent to me for my system. My system displayed a yellow triangle with an exclamation point stating replace battery Jan 12 2022. I called and was told it was ordered and sent to me . I have never received up until this day 4-19-2022. I have called and tried speaking to supervisors and was getting placed on hold for several hours and being transferred all around to tell me several times to just wait . No One seems to know what is going on . I am tired of calling and holding over 30 min to speak to people in customer service , supervisors and tech support that stated either no notes , not ordered, it was back ordered or reordered or just to wait 10 more days and call back . This is just ridiculous and simply Im just fed up. I just want to cancel mu service all together ! It doesn't take 4 months to send and receive anything and I think I have been jerked around long enough! .Business response
05/18/2022
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 mailed the customer a battery.
Customer response
05/19/2022
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
04/19/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I am required by ADT to upgrade my Alarm system based on the system I'm using the ADT Pulse is obsolete and I even had a robbery and my cameras did not recorded any of it. I was quoted $1936.00 less $300 off plus $554 off and a free a Nest Door **** camera. When I received the agreement via DocuSign the Price was at $1,485 and not the $1.246.00 promised. The calls are all recorded and they denied fixing the price for me despite having all the notes on the system. I have been a customer since 2018 and I don't deserve this type of treatment.Business response
05/18/2022
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.The customer's request requires a home visit from a sales representative. In the interim, we have issued a 50% off monitoring offer on the account for 6 months.
Initial Complaint
04/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
we are have issues with Protection One /ADT security. we had them install an alarm system about 7 years ago. The system worked with minor issues till July of 21. the system came with a monthly fee for" monitoring and life time *************************** Since then we have had 9 service appointments of which 3 were canceled either during the time window of AFTER the time window. The techs said different things and the tech help on the 800 line also assume different issues which range from needing a signal booster, a new antenna, a new panel and a new radio. to this point all that has been done is a new antenna. within 2 hours of each service call the system is going off again and can not be silenced, so we call the 800 number and go through many steps including taking sensors down take batteries out wait 3 minuets and move to another sensor, all to be told take the battery out and unplug the system. this is ridiculous they canceled the last appoint again because the tech did not have the parts ( after my wife called the day before the service call to make sure they were coming with new parts) they called to reschedule and i told them this is crazy i will give one week to fix the system, the response was we cant do that. help the Protection One account is ********Business response
05/18/2022
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.Protection 1 serviced the home on 04/28. We have a pending parts order & will be returning to replace equipment.
Initial Complaint
04/19/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I canceled my service with ADT on February 4th 2022. Around the end of February I received a **** from ADT for service in March of 2022. I called ADT to dispute the **** of $44.46 and was told by the representative that they received my letter of immediate cancelation on February 4th, a full 11 days before the next billing cycle. The representative also told me there was nothing they could do. I asked to speak to a manager and was told I'd receive a call back when one was available. I never received a call back from a manager. I did however start recieving 1-3 robo calls a day from various parts of the country, which when I answered, connected me with an ADT rep. trying to get me to pay the $44.46. I explained to the various reps I would not be paying and I was still waiting for a call back from a manager. Yesterday I received a letter from a collection agency about the unpaid $44.46 from ADT.Business response
05/18/2022
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 waived the remaining balance.
Customer response
05/19/2022
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
04/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My ADT Alarm for my Wire Fire Fault Alarm has been going off all morning. I have called ADT and had it reset and it is now going off again. They told me it would be 29 April 2022 before they could have a technician to come and check out the problem. I told them that was totally unacceptable! I called Spectrum to explain my internet was down and it was the same problem getting a technician today. I had to reset my Spectrum yesterday morning. I am not sure what is going on at this point. but once I find out I will take whatever action necessary to avoid this security problem in the future. I want this complaint to be used in support of my resolution.Business response
05/18/2022
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 attempted to service the equipment with a service call; which was subsequently cancelled by ****************. His account is not eligible for release.
Customer response
05/21/2022
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
04/19/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have Adt for years. .I paid $ ***** month. When Covid came .I had stop working . I have Common variable immune deficiency. If I have caught a cold . I go into septic shock .When to the hospital with pneumonia. Could not find a pulse only blood pressure. I was told by 3 doctors to go home stay . If u get Covid u could die. I explain to AdtI cant work . I was working two job to no job . I have tried to cancel my account over & over . Its better ove a year .I still an trying to canal my account I put it in written anyone to cancel my account . Now owe ****** them on 4/17/22 . I called ************. Every month it s going up . Need help cant get anyone to cancel my account. Thank ******Business response
05/18/2022
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 waived the remaining balance.
Initial Complaint
04/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was informed by ADT that my alarm panel was failing the communication test. So they offered me remote support to attempt to fix the issue. After doing the remote support and the communication test still failing, the technician said we will have to have a technician to come to your home to fix the alarm box. When the technician came on site, he was able to fix the issue. I never was given a quote for service, nor did I sign anything informing me of a cost. Several days later I looked at my account, and they are charging me $233.66, because they came on site. If I had known this, I wouldnt have agreed for them to come onsite. Im on disability, so my money is limited. Plus the problem was ADTs equipment, why do I have to pay because their equipment failed. I can understand if I broke something, but I did nothing, all I did was receive a phone call that the communication test failed on my alarm panel, as instructed I waited on the phone for a technician, and this when they said I would need to do tech support over the phone, and if that dont work we will send a technician. Currently, Im still be charged the $233.66, and ADT does not care that no one informed of the cost.Business response
05/16/2022
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 has credited the service call charge off the customer's account.
Initial Complaint
04/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Adt has had 5 technicians and 2 no shows all attempting to complete an upgraded alarm at my residence. We were told by 1st tech we needed to upgrade to fiber through cable provider to complete doorbell camera install. When we did a different tech came put two different times & could not install camera properly. Weve made several calls & suffered two no shows. All of these employees have our ******************* for our *********************************** The latest technician has now said issue is with internet and installed a booster for signal. Didn't work. Later he explained the doorbell camera wasnt compatible & will order skybell. The last clown that came out as we expected the previous tech as he had promised, just tried to install same doorbell camera again. At such point we're done & asked that he note account as previous tech stated so we will not be charged and return equipment.Customer response
05/03/2022
Adt has had 5 technicians and 2 no shows all attempting to complete an upgraded alarm at my residence. We were told by 1st tech we needed to upgrade to fiber through cable provider to complete doorbell camera install. When we did a different tech came put two different times ***** could not install camera properly. Weve made several calls ***** suffered two no shows. All of these employees have our username ***** password for our internet ***** security!! The latest technician has now said issue is with internet and installed a booster for signal. Didn't work. Later he explained the doorbell camera wasnt compatible ***** will order skybell. The last clown that came out as we expected the previous tech as he had promised, just tried to install same doorbell camera again. At such point we're done ***** asked that he note account as previous tech stated so we will not be charged and return equipment.
This is my 2nd attempt with no response from ADT. They have sent 4 reps ***** set up 5 apptsto have doorbell camera installe. Contact by the business; Replacement; Refund
Business response
05/23/2022
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 returned to install as slimline doorbell & issued an account credit.
Initial Complaint
04/18/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I called in to cancel my service today since we're relocating. I was told it takes 30 days to cancel my service. I will be moving by the end of the month, therefore, I need to end my service by then. If it takes 30 days to cancel my service, I will be paying for service I no longer need. The business should not need to require a 30 day advance notice to cancel service. Most ethical businesses do not require this much advance notice to cancel a service. It's not good business practice or ethical to make me pay for services that I do not need.Business response
05/16/2022
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.The 30 Day Policy is valid per the customer's signed agreement.
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9,870 total complaints in the last 3 years.
3,919 complaints closed in the last 12 months.