Complaints

• Initial Complaint

  01/30/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My home burned down in the Palisades Wildfires on January ******. I called ADT to cancel my service on 1/11/25. My service wasnt cancelled and I received a bill for 17.53$ for the period of February *****. I called ADT again on 1/29/25 after receiving bill and they said they wait 30 days before its cancelled and the customer is responsible for the bill even though there was no service after January 7th when my home burned down. Additionally, after January 7th I continued to receive emails from ADT saying my system was still communicating and working well. This is fraud!!

  

  Business response

  02/03/2025

  ADT spoke with Mr. **** on 2/3/25 and agreed to refund the $17.35. Mr. **** had no further concerns. 

  Customer response

  02/03/2025

   
  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

  01/30/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had ADT in **************** *********. June of 2022, I called and cancelled my services. I got a late bill for the next month (July 2022) and another late bill (Aug 2022) and called them again to cancel the account. I was told it had not gone through and that they will push it through this time, I was to owe them $550 for the remainder of my contract with them. I kept getting late bills every month, I called them every time I received one, and every time they told me the same thing "it looks like our system didn't process it fully," "looks like the cancellation was never completed" even an Account Manager, "cancelled my account manually" but the issue was not fixed. I was sent to collections for $703 due to the late fees. When I called them about the issue again March 2023, I was told they couldn't help me because I was in collections and my account was locked. I took negotiated to pay $550 with the collections agency (Nov 2023) and they said I was clear. I never received any bills or calls after this about a balance. 1/26 I got a call that I owed $135 to a collection's agency from ADT. I called ADT and the balance is still from when I tried to cancel my account, even though I was told I was taken care of. I called ADT to rehash the issues I faced with cancelling and with this new item in collections. I already paid the debt collector Nov 2023 and then they gave the debt back to ADT who then moved it to a different debt collector. I am trying to get ADT to waive the additional cost that is in debt collections because it was never supposed to be a balance I needed to pay. I tried to cancel, and they did not complete the job. I tried to ask for my conversation history with them as they have notes from each conversation, I have had with them as their **** tell me what was said on the prev. phone call. They will not give them to me as my account is closed. I am trying to avoid a **** on my credit score, and want the error corrected by ADT.

  

  Business response

  01/31/2025

  Upon review of the account, the customer did pay $550.00 to the collection agency back in November of 2023. ADT waived the remaining $135.58 balance and recalled the debt from the new collection agency. The account is closed in good standing with a zero balance. ADT sent confirmation of this to Ms. ****** in writing. 

  Customer response

  02/01/2025

   
  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

  01/29/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  ADT has billed me for a contract cancellation fee of $279.54 plus tax. I called to cancel my account October 2024 but agreed to keep the service when they offered me a lower monthly payment. In January 2025 I called to cancel and the account was cancelled but they now claim that accepting their offer in October constituted my acceptance of an oral contract. This was not explained at the time and there was most definitely no discussion of a cancellation fee if I ever tried to cancel again. I might add that if they had cancelled my account in October there would have been no fee charged per the terms of a written contract I had signed many years ago.

  

  Business response

  01/30/2025

  ADT spoke with Mr. ******* and has waived the outstanding balance. Mr. ******* had no further concerns.  

  Customer response

  01/31/2025

   
  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

  01/28/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I HAVE BEEN CONTACTING ADT SINCE JULY OF LAST YEAR AND THEY FAIL TO CANCEL MY ACCOUNT AND KEEP SENDING ME MONTHLY BILLS. THE LAST TIME THAT WE RECEIVED COLLECTION CALLS ********** THE BUSINESS WAS AROUND NOVEMBER AND WE PAID AND TOLD THEM TO PLEASE CANCEL OUR ACCOUNT THAT WE NO LONGER HAVE THE STORE THAT IS IN HIALEAH AND THAT THERES ANOTHER TENANT AT THE LOCATION. I CALLED TODAY 1/28/2025 SPOKE TO AN AGENT AND SHE SAID THAT I CANNOT CANCEL BECAUSE I HAVE A CONTRACT UNTIL SEPT 2025 THIS IS OUTRAGEOUS I HAVE BEEN AN ADT CUSTOMER OVER FOUR YEARS NO ONE HAS A CONTRAT FOR MORE THAN THREE YEARS NOW A DAY AND SHE REFUSED TO CANCEL THE ACCOUNT AND HUNG UP THE CALL,

  

  Business response

  01/31/2025

  ADT spoke with customer, verified signed ******** monitoring contract agreement established 9/9/2022. ADT reviewed records on 11/26/2024,customer called requesting to relocate ******************** to new location; however, call disconnected prior to customer speaking with correct department for further assistance; therefore, no authorization was obtained, to proceed with cancelling services. Customer called back 1/28/2025, authorization obtained,cancel request submitted for effective date 2/27/2025. ADT verified all charges are valid on account, and as a token of good faith, ADT applied credit adjustment to cover monitoring charges billed after 1/28/2025 in the amount of $43.51, early cancellation charges will remain, customer final balance due is $293.80.

  Customer response

  02/03/2025

   
  Complaint: 22869877
  
  I am rejecting this response because: when we relocated services in ***** the *** that signed us up by the name of ****** said there was no contract becauae we where just moving location and adt is also taking advantage of customers becausing moving location should not have to make you start all over from 0 months all the way to 36 months. regardless either you solve the problem and waive the termination fee witch is chump change and alot for me or its not going to get paid since you all dont have my social security number and at this point i dont care like i told you pver the phone you all are all liers and tie people to contract over contract. and when we move you start contracts from 0 intead of transferring the contract
  
  Sincerely,
  
  ******** ******

  

  Business response

  02/04/2025

  ADT reviewed customer account, verified customer signed ******** monitoring contract agreement on 9/6/2022, copy sent to customer email provided of nickspartyrental@gmail.com.ADT allow customers ****** to review contract agreement, and any request to cancel services within allot timeframe is processed without early cancellation charges. ADT confirmed no request to cancel services were made during the 3-day right to rescind. Customer requested to cancel ******************** 1/28/2025, early cancellation charges are valid. ADT standard operating procedures, for relocating services were followed. ADT stands by our decision and considers this resolved.

  Customer response

  02/04/2025

   
  Complaint: 22869877
  
  I am rejecting this response because: Adt rlocated us and started our contract like if it was a new account and we were relocating if not we would not be in this sotuation because you all like to have customers tied. and we are nor going to pay you we will not **** up going to start posting reviews all over the place since you all are not helpful
  Sincerely,
  
  ******** ******

• Initial Complaint

  01/28/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I pay for Monthly security at ADT and pay monthly per sensor (door, window etc). I was failed by ADT during all phases of home security, yet am charged for all phases.Installation: I had a bad sensor installed. One is bad, the rest work.Billing: I've been billed for a non-working sensor, waiting for a technician call date and a sensor to be mailed for weeks.Technician: During Tech scheduling, I said "Do NOT call number XXXX. Call XXXX during the tech call." The technician called the wrong number, 3 times in a row and cancelled my appointment.Retention department: I asked to cancel my ADT Service because they will not fix an issued broken sensor. Retention asked me to stay as a customer and they will force another technician call same day, using the correct number. (Its usually a 1-2 week wait for technicians to fix errors in an ADT system). Retention insured me the correct phone number would be called and its reflected in notes (just like the failed first time).Technician two: This technician called the wrong number.ADT Retention number two call: "I see the technician called the wrong number again, I will elevate this to supervisors."Therefore, I have had weeks of no service. Yet I've been billed. Technicians are incapable of dialing a correct phone number.I'm not sure why I am paying for service when a sensor does not work. I am not sure why a technician is either incapable or unwilling to resolve the sensor issue. Its been weeks.

  

  Business response

  01/31/2025

  Upon review of the account, The number the customer wanted ********************** to call was in fact listed in the job notes, but was not up front in the Job Description. This is a coaching opportunity. ADT contacted Mr. ******** and apologized for the experience. We felt because we messed up the number to call twice we should apply another free month to the account. A previous agent already provided one, and we provided another totaling $82.66 for both months.We also committed to Mr. ******** that should a problem arise in the next *********************************************************************** the first 6 months. He accepted this offer and we emailed him the specifics. 

  Customer response

  02/01/2025

   
  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

  01/28/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have been ADT customers for over 12 years. **** we moved in to our new home (7/2024), we were assured by the ADT sales *** that the pre-existing ADT alarm system could be used as-is. However, when the tech showed up to turn our system on, he informed us that we were lied to and that our only option was to install a brand new alarm system. My husband travels a lot for work, leaving me home alone with my young son. So I agreed to have a new system installed. I asked for the standard system. He spent the rest of the afternoon building out a new alarm system. In January 2025, we sold our old home and ended our ADT contract of 12 years in order to it pass off to the new buyer. I called ADT to confirm whether or not the buyers could take over the old system or if they would be forced to install a new system like we were. This is when I discovered that I had been lied to. The system at my new house COULD have been turned on. I did not need a completely new system. On top of that, the system that was installed in my home was egregiously overbuilt. I had significantly more glass breaks, fire alarms, etc than a house of my size required. I filed a complaint with ADT the day I discovered this (Early Jan 2025). I have been tossed back and forth between customer service ***s. **** I finally was able to make my case and explain my desire of a resolution, I was told nothing could be done because it had been more than 3 days after the install. They informed me that I would have had to have discovered this information and informed them of this within 3 days of the tech leaving my home. They provided no information on whether the tech would be disciplined and left no reassurance that this wouldn't happen again.

  Customer response

  01/28/2025

  Hello, 

  I did not file this with *******. I filed this for the **********, ** location. 

  

  Business response

  02/04/2025

  ADT spoke to Ms. ***** on 2/4/25. Ms. ***** has accepted a credit to her account.  

  Customer response

  02/04/2025

   
  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

  01/28/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  *********************** Alarm account. We have sold this asset, the very rude customer service agent refused to cancel the account and wants to charge me a termination fee. I have spent $75,000 with ADT at this site including cameras and the new owners would be taking over the account. This is incredibly tacky. I will not be paying a termination fee. They also charged me for the last month of billing for $67.

  

  Business response

  02/04/2025

  ADT spoke with customer, verified signed ******** monitoring contract agreement established 4/15/2022. ADT verified cancel request processed effectively 1/6/2025, and as a token of good faith, ADT agreed to waive early cancellation charges. Billing adjustment made for cancellation of services effectively 1/6/2025, customer refunded $79.57 to ACH check used for monthly payment.

  Customer response

  02/04/2025

   
  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

  01/28/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have cancelled my service at ***************************************. I spoke to a representative after being shuttled numerous times to agents who claimed they could not help. I began this process on December 13. I was on the phone for 4 hours, most of it on hold that day. The representative said that my service was indeed cancelled, but she could not provide me with written notice of my cancellation. I then received another bill and after spending another four hours on the phone yesterday, I was assured me that my service was truly cancelled. I received another bill yesterday following the call. Please send me a message that my service is cancelled, and stop sending bills. I DO NOT Want ADT service. The long wait times and inability to solve this problem with a call after providing your staff with my passcode is very frustrating. Please indicate in writing that my service has stopped.

  

  Business response

  01/30/2025

  ADT spoke with Ms. ******* and has advised that her account is cancelled and the outstanding balance has been waived. Ms. ******* had no further concerns.  

  Customer response

  01/31/2025

   
  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

  01/25/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been trying to cancel service with ADT security since December 2024. They have overcharged me in the past and I don't like their service I actually never signed up with them I had ******** security and they took over. I went to cancel online and I could not which is odd because many companies give you that option when you securely log into your account. Funny how you can pay money and put in your credit card but it's not secure enough to cancel your account. No problem I was told the chat could help me which was an absolute lie. It started with some kind of AI robot and then you got a person that basically just makes suggestions and refuses to cancel. I thought the better of it and give it one last shot and send 2 or 3 emails to different places. I thought the one I got from ******* ****** was the most interesting how go online but needed a hand written signature? It made no sense but to be nice I sent my hand written cancellation to ******* ****** at his office address in ************, ******* on December 19, 2024. (The same one he used in the email. I had to look up his last name not sure why that was a secret) Obviously he and ADT choose to ignore my letter and are continuing to send me emails and pressuring me to pay for a service that I do not want. I signed up for the Easy pay option which does not work any more because the credit cards have been cancelled. No ADT doesn't make it easy or take a hint, they just continue charging you for a service you don't want even if you use **** and write a letter to their headquarters. A disgusting company with terrible customer service, I will be sure to tell anybody looking to secure their house to get a Ring doorbell, Nest, or **** cameras definitely plenty of other options that respect your time and money unlike ADT. I sincerely hope that BBB can cancel the service since they are not being paid I'm not sure why that and numerous emails, calls and a letter don't work. I'm at the end of my rope.

  

  Business response

  01/29/2025

  ADT responded to the customer in their original email to ************************************** with the required documents and signatures that the termination request would require, via email.The customer provided a copy of the email exchange showing they received our reply, however ADT has not received the required documentation to officially process their request. As the customer has specifically requested to not be contacted via phone, we will advise here of the paperwork required to terminate via email.  The customer may E-Mail us with their formal written letter at *************************************** The letter itself may be typed or handwritten but must contain your handwritten signature. Please detail their name, monitored address/account number and intent to cancel service in the contents of the document.

  Customer response

  02/02/2025

   
  Complaint: 22858502
  
  I am rejecting this response because:  ADT has ignored my request and not helped me at all.  If I knew how to do a hand written letter in an email, I would have done that in the first place in December of 2024.  Being visually impaired and not tech savvy I sent a physical letter to ******* ****** and had to go to a good amount of trouble to look up his full name, address, and mail it all the way to ******* which was completely ignored and I had to call ADT myself over the phone which was an awful experience.  I will say that at least it got the ball rolling and supposedly my account will be cancelled on March 2, 2025 but that's months after I made the original request.   I had to get help to handwrite a letter and figure out how to email that attachment that took over an hour which I'm sure ADT does not care about at all.    I also would like to add I was charged 3 times in the month of March 2023 I was charged $47.35 March 8, 2023 $36.55 on March 9, 2023 and $18.55 on March 28, 2023.  Because I did not catch these overcharges in time I did not choose to pursue it, but it seems like it would only be fair to drop the current charges ADT keeps billing me for an alarm system that I don't use and I don't want which I asked in in email I sent today today on Feb 2, 2025.  I have been trying for well over 30 days to cancel the account and ********************** knows this from the chat and several emails-including that I cancelled the credit cards so they could not keep charging me with the Easy Pay option.  Pretty sad you have to go to such lengths because the company will not cancel your account.    Instead all I got was a response by ****** **** saying they were saddened to lose my as a customer i and that my cancellation was pending-again ADT is good at ignoring customers and requests.  No response to my request to delete the charges.  I think the fees/charges should be waived and the account should be cancelled immediately.  I would like to think BBB in the efforts to assist me, you can't make companies treat their customers right but at least we tried.  Thank you BBB. 
  
  Sincerely,
  
  ******** *******

  

  Business response

  02/04/2025

  The customers account has been set for termination, effective 30 days from the official request meeting ADT requirements. The customers account, monitoring, billing, and all associated services will cease effective 3/2/25.ADT considers this matter closed.

  Customer response

  02/04/2025

   
  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.  I actually don't like that you are keeping that account and service open until March 2, 2025 but I'm so glad ADT is tired of this back and forth as am I.  Since you have ignored my multiple emails, phone calls, and  I had to make a BBB inquiry I am glad you responded to that at least.   I will take it to mean I owe no money and there is no debt to ADT.  In your own words you consider the matter settled at this point in time and so do I.   If that was not the case you would have mentioned that I needed to pay a final balance or money owed to finalize the cancellation of my service.    I have not received a paper bill and in none of the correspondence have you mentioned me needing to pay money in order to cancel my service so I appreciate your generosity.    Thanks ADT for taking care of this account and waiving any fees and balance associated with it, it's a pity you can't close it earlier but I understand.   Looking forward to never doing business with ADT again.    Have a great day. 
  
  Sincerely,
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  01/24/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On thanksgiving day of 2024 I contacted ADT- my alarm company of 18 years, to inform them I was receiving an error code. I was able to speak with a specialist and they sent out a technician within a few days. The technician had a hard time reconnecting the service to my landline due to the age of the equipment. Since then the system has been on the *****. I called them on January 18, 2025 at 9am to request another tech be sent out due to the same issue but I received an automated message stating to call back during business hours. I called again the same day but now at 10:44. A technician was scheduled to come out. On January 20, 2025 after the tech left with no resolution due to the equipment I contacted ADT once again to explore options. I initiated a new call with ADT at 12:28pm and agreed to a verbal contract with Ms **** for an upgrade. At the conclusion of our call I confirmed that my contract ends 12/3/2026 which I was informed was a 5 year VERBAL CONTRACT I apparently agreed to back on 11/24/2021 during the worldwide pandemic of COVID. My now NEW VERBAL CONTRACT to supersede is finalized with Ms **** and she mentions NOTHING about signing a new contract at the time the tech comes. Fast forward 48 hours after this NEW VERBAL CONTRACT, the technician shows up on the morning of 1/22/2025 but requests I sign his new contract first. I now discover the terms I have agreed are not accurate and I am being forced to sign a 36 month contract. I tell the tech it is incorrect and contact ADT. After more than 2 hours and multiple calls asking they pull my CALL from less than 48 hours earlier where we made a VALID VERBAL CONTRACT, ADT REFUSES to pull the tape or work with me to honor there end so I request to cancel my services but now theyre telling me I have a verbal contract I made back in 2021 so I will have to pay early termination fees. They are honoring a prior verbal contract and holding me to it but not the new one which I have recorded as proof. They must honor

  

  Business response

  02/04/2025

  ADT spoke with customer, confirmed 36- month monitoring contract agreement is required, when receiving quote for upgrading ************ a token of good faith, ADT offered to upgrade customer equipment, waiving equipment cost, customer quoted $99 connection fee, with new 24-month monitoring contract agreement, at reduce rate of $24.99. Customer accepted offer, ********************** completed installation of new equipment 2/4.

  Customer response

  02/04/2025

   
  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,
  
  **** **********

*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. ↩