Complaints

• Initial Complaint

  09/07/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am trying to cancel 2 accounts that no longer have a contract with the company. The company has transferred my accounts to ADT without my permission. I can not stop the payments from being withdrawn or cancel the service. I am on hold have hours at a time. I get someone and I am transferred over 6 to 8 times and no one is helping me. I need these services cancelled immediately.

  Business response

  09/12/2022

  Hello,
  As of June 28th, Ackerman transitioned your security service and support to ADT. As a result, we do not have any access to your account. However, after communicating with ADT we were informed that ADT will cancel your contract-monitored Ackerman account request within 48hrs. 
  Warmest Regards,

• Initial Complaint

  09/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ackerman continues to bill me for my old account ********* for over two years even though I transfered the account to my new residence. I sent in the form the asked for 5/16/22 yet they still charge my card again on 7/13/22.Copy of the form I sent 5/16 attached.

  Business response

  08/15/2022

  Thank you for letting us know about this issue, we have forwarded your information over to the previous owners of Ackerman GOG, to cancel account.

  Customer response

  08/15/2022

   
  Complaint: 17710304
  
  I am rejecting this response because: The payments applied need to be refunded.  I want to cancel all accounts with Ackerman and ADT.
  
  Sincerely,
  
  *****************************

  Business response

  08/15/2022

  Unfortunately, we acquired the Ackerman Brand and we don't have any access to accounts to provide any additional support or handle your request. However, we did send notification to ADT to handle your request; if you need more support and or confirmation of cancelation please contact ADT.

  Thank you,

  The New Ackerman

  Customer response

  08/15/2022

   
  Complaint: 17710304
  
  I am rejecting this response because: ADT transferred me to Ackerman when I called.
  
  Sincerely,
  
  *****************************

  Business response

  09/13/2022

  Hello,

  I am sorry to hear about this experience. Unfortunately, you have contacted the wrong company; we acquired the Ackerman security brand in July 2022, which is how we received this complaint. The old Ackerman is no longer in business. On June 28th, Ackerman Security (GOG) transitioned your security service and support to ADT. However, we have sent a request over with the hopes of helping you get this matter resolved. Please allow 48hrs for a response from the appropriate party.
  Warmest Regards

  Customer response

  09/14/2022

   
  Complaint: 17710304
  
  I am rejecting this response because:

  ADT and Ackerman are both saying it's not them.  *************** is willing to resolve the issue.
  
  Sincerely,
  
  *****************************

  Business response

  09/14/2022

  We have done everything we can to assist with this matter. At this time no further can be done on our part.

  Thank you,

• Initial Complaint

  08/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ackerman security never let me cancel my service for more than 5 months. I have used their service for the past 6 years but when it comes to cancelling, I had called multiple times. First time they said its not the right department to do that will have them email and call me in 1-2 days and it never happened. Then soon later I got a text asking if Id like to cancel my service and I replied YES but nothing happened. I called again and reached the *** department and I let them know I was trying to cancel for months and they said they cant handle and have to transfer me to Ackerman. Then the person in Ackerman told me they cant cancel and have to transfer me to ***. Then I had to tell them I just got transferred from them. And they said they will send me a confirmation email with the cancellation and again it never happened. They have been charging me for these months and wouldnt let me cancel without scamming me. Many reviews on ****** are saying the same issues this company need to be reported.

  Business response

  08/29/2022

  Hello, We have been notified by ADT that your request has been received and will be processed within 48 hours.

  Thank you,

• Initial Complaint

  08/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our monitoring account was transferred to ADT Security due to a recent purchase. On August 24, 2022 ADT sent a technician out to check our system as their monitoring station was not receiving a signal from our system. The ADT technician contacted the previous monitoring company from Ackerman to switch the account over and was informed that our system was not only associated with another account in ********, but that there has not been a signal from our system since March 2019.We have paid Ackerman for monitoring service for almost three years for no monitoring. Since our account was acquired by ADT we have been unable to reach Ackerman. I would like for a representative from Ackerman to contact us immediately to resolve the fact that we have paid thousand of dollars for monitoring service.

  Business response

  08/25/2022

  My name is *************************, and I am one of the Managers with the New Ackerman. We understand your frustration dealing with some practices of the old Ackerman (Guardian of Georgia). We totally agree with you that charging customers without service is not acceptable. But unfortunately, we cannot assume responsibility for their wrongdoings as New Owners. ADT has acquired customers such as yourself, and I hope that ADT can assist you with this matter as they are responsible for your contract provided by the Guardian of Georgia.

  Warmest Regards,

   

  Customer response

  08/25/2022

  Hello *******,

   

  Thank you for your response. The period in question was under Ackerman not ADT.  Also payments for monitoring service were made to Ackerman not Guardian of Georgia. Also the monitoring station informed us that the account number provided by ********************** was for a customer in ********. This is unacceptable. We paid in good faith with the assumption that our home was safe and secured under Ackermans care.

  Please make this right.

  ~*************************

  Business response

  08/26/2022

  I am sorry to hear about the experience you are having. In regards to your request, we are unable to assist being that we are a different company - the New Ackerman Owners (Intrusion Protection Systems) Acquired solely the brand in July 2022 from the Previous owners of Ackerman (Guardian of Georgia). We have no attachment to any accounts or contracts as those assets were acquired by ADT.Unfortunately, there is no further action we can take. 

  Warmest Regards,

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called over 5 times to cancel service they do not allow customers to cancel their service. Needs to be investigated and they need to be held accountable to making it impossible to cancel service.

  Business response

  08/23/2022

  As of June 28th, the previous Ackerman owner's transitioned your security service and support to ADT. However, we did reach out to ADT with your request and was informed it will be processed. please confirm with ADT that your request was completed. Thank you for allowing to me assist you with this matter. Please spread the word, that there is a New & Improved Ackerman security in town!

  All the best.

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We called Ackerman several times to cancel our account _ This has been going on since 2021 , we call , are put on hold and can never reach customer service even after 3 hrs, so we hang up to handle other things in our life. The one time we reached a customer service agent early in the year, they said they will send us a form to complete to cancel , to this date we never received a form. I called again today , the call was transferred to ADT automatically, After 1 hr of hold, they tell me that they cannot access my account and I need to call Ackerman - I told them that I did call Ackerman and they transferred to ADT. They transfer me back to Ackerman , and after 3 hrs of wait time , I am still on the call waiting to be connected to a person to speak to. There is no online option to cancel the account. This is considered Fraud on behalf of Ackerman, because they are making the process of cancelling extremely difficult. They keep the customers on hold so they will eventually give up (no sane person can stay on the call forever) and imagine for individuals working a 9-5 job. Ackerman should refund the charges and the money for the number of hours they make us wait on the call.

  Business response

  08/12/2022

  Hello, 

  We will contact the previous owners/ADT to request your account be canceled effective immediately.

  Thank you

• Initial Complaint

  08/03/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Ackerman Security was taken over by *** Security on 6/24/2022. Neither company says they can reimburse me for their lack of providing service, due to their own fault, nor reimburse me for the time paid for which is left on our billing cycle. This totals $593.04. Neither company says that they can cancel our service because we are "lost" in the *** system. Complete details are attached.

  Business response

  08/03/2022

  This customer has a service contract with the following company:
  
  Ackerman Security
  1346 *********** #***
  ********, ** 30093
  **************
  
  ADT only monitored this account. Please forward this on to the correct company. 

  Business response

  08/08/2022

  Hello,

  My apologies for the experience you'ven encounter. After further reviewing the information provided I am unsure why you haven't had a resolution. Your account with Ackerman GOG, was cancelled effective 6/30/22. Also, the service manager issued a credit on your account for the amount of $390.24 on 6/23/22. I will make sure that we get a final resolution today. You will be contacted by the end of business with confirmation.

   

  Thank you,

  Ackerman

   

  Customer response

  08/09/2022

   
  Complaint: 17522854
  
  I am rejecting this response because: We have changed companies for our security so a credit is of no value and this amount is not what I am seeking/due. They also said they would contact me by end of business yesterday and they have not.
  
  Sincerely,
  
  *********************

  Business response

  08/12/2022

  Hello, 

  I understand your frustration as I too share the same. We have tried to contact the previous Ackerman owner's to get this resolved for you as of today we haven't received a response. I am not sure how you can get this resolved moving forward, unfortunately, this matter is out of our control. 

  Thank you,

  The New Ackerman.

  Customer response

  08/12/2022

   
  Complaint: 17522854
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer response

  08/15/2022

  "The New Ackerman" is giving me the same runaround that my complaint outlines from the beginning. How can a company be bought out by another and not take responsibility for complaints concerning payments owed to honest paying consumers. If I owed Ackerman/ADT/The New Ackerman (I consider them all the same) $593.04, I'm sure that they would send the wolves after me. Yet their representative can say "I am not sure how you can get this resolved moving forward, unfortunately, this matter is out of our control."  I feel they are implying that I should simply give up because they have no control over their own business. ADT advertises that they are "the most trusted company in the business." If they and the businesses they absorb are truly to be trusted, then they should be honest when dealing with well documented consumer complaints concerning money they owe back to the consumer. Instead of protecting my home and family from criminals entering my home, I feel that they are robbing me without ever stepping foot in my house. We are retired and on a fixed income. While $593 is most certainly chump change to them, it means a lot to us. 

  Business response

  08/15/2022

  Unfortunately, we only acquired the Ackerman Brand. We are not associated with any customer accounts. ****************** transitioned their customers to ADT; they would be the only business that can assist with your request.

  All the best,

   

  Customer response

  08/15/2022

   
  Complaint: 17522854
  
  I am rejecting this response because: Once again Ackerman/ADT/The New Ackerman is bouncing the ball around. My complaint was already sent to the ******* BBB, where ADT is serviced from. They took 4 full weeks to respond and say that they were not responsible for original Ackerman customers and had my complaint sent back to *******. Now, Ackerman/The New Ackerman is saying ADT is responsible for my complaint. It appears that nobody seems to know who is responsible for anything and nobody wants to own up for any of their mistakes. In my opinion, when a company takes over another company, they take ownership of that company's debts as well as assets. I'm only asking for someone to do the right thing. After over 20+ years of being a loyal Ackerman customer and paying my bills on time I would have expected more than this brushoff. Some thanks I get. I would have stayed with whoever took ownership of my account until Ackerman/ADT/The New Ackerman started betraying my trust and loyalty. Once again I say that if I was $593 behind in payment to any one of these companies they would send the wolves after me.  
  
  Sincerely,
  
  *********************

  Business response

  08/15/2022

  I truly understand that this is very frustrating, If we had acquired Ackerman Security customers, we would be in a position to help, but unfortunately, that didn't happen. We have tried to assist in reaching out to the previous owners, but to date, we haven't received a response. We have the Ackerman brand now because of loyal customers like yourself who have stuck by the company for 20+ years. We want to ensure that customers never have this type of experience again while interacting with the New Ackerman. There is no further action we can take on this matter.

  All the best,

   

  Customer response

  08/16/2022

   
  Complaint: 17522854
  
  I am rejecting this response because: The New Ackerman now says they have washed their hands of this complaint and are in no way responsible for my complaint. ADT has said the same. This leaves Ackerman, our original provider, to take ownership of this issue. The business reply of 8/8/2022 was made by "Ackerman". They passed the buck to The New Ackerman. I believe that "Ackerman" should do the right thing and at the very least furnish us, monetarily, with the credit that they say was issued to our account. 
  
  Sincerely,
  
  *********************

  Customer response

  08/25/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

  Business response

  09/01/2022

  Better Business Bureau:

  I want to reject the offer of Mediation for complaint ID ********. As stated in the previous responses, we have done everything we can to assist ************* within our control. We don't own her account or any other previous Ackerman customers. The New Ackerman, currently held by IPS, whom I work for, only acquired the Ackerman Brand. We have notified the previous Ackerman owners of this issue, with no response. At this time, there is nothing further we can do to assist. 

   

• Initial Complaint

  08/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ************* is not working. If alarm is triggered we cannot rely on Ackerman to call us.On 8/1/2022 our alarm triggered twice for no reason. Ackerman did call us but there was no explanation of why the alarm went off or any help to stop it happening again.I called on 8/2/2022 to cancel service and have spoken to 2 reps from ADT who transferred me to Ackerman but no one ever pick up (been on hold 120+ minutes).

  Business response

  08/05/2022

  As of June 28th we transitioned your security service and support to ADT, we understand your request to cancel. We will provide this information to ADT to cancel your account.

  Thank you,

  Ackerman

  
  

• Initial Complaint

  08/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On March 24, 2022, Ackerman notified me that they would not be able to provide service effective June 10, 2022. I stopped my recurring credit card payment and issued a final payment check on June 16, 2022; Ackerman cashed the final payment check on June 22, 2022. Ackerman continues to invoice my credit card account; I continue to dispute the charges, and have been successful, thus far. On June 6, 2022, Ackerman again sent me a letter acknowledging that they can no longer provide service. Ackerman continues to invoice my credit card.

  Business response

  08/05/2022

  Thank you for letting us know about this issue. We will take action to have this account closed. 

  Thank you,

  Ackerman

  Customer response

  08/11/2022

   
  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

  07/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had a gentleman come to our house to "upgrade our alarm system" he stated his company contracted with ADT to do the upgrade. I told him we are with Ackerman. He informed me that Ackerman sold to ADT and we should have received a letter.We have received NOTHING from Ackerman about the change nor anything from ADT. I was not letting a stranger in my house with no forewarning from the company.I cannot get to anyone with Ackerman to speak with them. This is poor businesses. My bigger concern is I have a niece with 5 young children, what if this person showed up at her house. She has not received anything from Ackerman either.

  Business response

  07/27/2022

  Hello, We apologize for you not being able to reach us and appreciate your patience. ADT acquired your account and notice was sent to the email address on file on July 5,2022.

  We know you may have questions and have compiled a list of Frequently Asked Questions (FAQs) you can find here, sharing details about any adjustments to your statement experience, monitoring enhancements you can expect from ADT's state-of-the-art ********** Centers, paying your **** and more.
  
  Highlights
  Who should I contact with questions about my service or billing?
  The transition date for your security service and support is June 28. As of that date, simply visit MyADT.com and click our LIVE CHAT link in the bottom right corner of the page or call ADT at (800) ADT-ASAP. We're here to help.
   
  Does this change impact my payments?
  There will be no immediate change to your current payments. Your July automatic charge to your bank or credit card account will occur on your regularly scheduled date.
  
  Please be aware that starting in August, your automatic payment will now occur on or about the th. This change is necessary to align your payment schedule with your transition to ADT's billing and payment management. We appreciate your understanding and hope this adjustment doesn't inconvenience you in any way.
  
  You'll pay your ADT **** using the same payment method you used with Ackerman. View or manage your payment method on MyADT.com.
  
  How does the acquisition of Ackerman impact my monitoring?
  ********** your home or business is a seamless transition, and no action is required on your part.

  We hope this information helps; all the best,

  Ackerman
  
  
  

*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. ↩