Complaints

• Initial Complaint

  02/05/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I recently bought a house with a previously installed ADT security system. The previous owner gave me the name of their representative and I called them to take over the system. Since I wasnt moving in immediately I stated that I would do paperwork but wanted the cancellation period to begin after activation of the system. The representative ***** **** assured me that I would have three days to cancel my contract after installation/activation. I signed the contract on 6 January and the activation occurred on 3 February. Upon activation I was informed that the previously installed cameras were not included in my contract which went against what I understood. The technician again assured me that I had 3 days to cancel after activation. After testing the system and seeing how limited it was I called the company to cancel on 4 February. The manager I spoke with name ****** told me that they considered the signing date of 6 January the start despite activation happening more than a month later. She refused to cancel my contract. This means that ***** **** who sold me the contract and the technician both told me I had three days starting 3 February to cancel but when I call customer service they say I would have had to cancel by January 9th at which point the system hadnt even been activated. This inconsistency means either some of the employees are lying, or just refusing to help me in hopes that Ill pay quietly.All I am looking for is to cancel my contract without paying the cancellation penalty within the three day trial period I was promised by multiple employees.

  

  Business response

  02/06/2025

  ADT contacted Ms. ****** and processed a cancellation under her right of rescission. Ms. ****** had no further concerns.

  Customer response

  02/06/2025

   
  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

  02/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1. ADT started charging $70 instead of $19 without my consent. About 8 months ago when I tried to cancel ADT, I had to talk for nearly an hour and was finally offered $19 month with a limited service. But for the last 2 months they have been charging $70.2. There is no easy way to cancel their service. I tried online chat with them and asked to file an internal complaint and was told I have to call them via phone. When I called via phone, I was put on a list of call back for 40 minutes and when they called and I told them to cancel my account, they hung up (if it's a technical issue they should have called back).

  

  Business response

  02/07/2025

  ADT reviewed the customers account and verified they accepted a 6-month promotional rate of $19.99 on 5/2/2024. Once this temporary rate ended, the account was reverted to the regular rate. We determined the customer spoke to our chat team on 2/2/2025 and was transferred to the cancellation team per procedure. We have no record of the customer speaking with that team to process the cancelation.
  
  We contacted the customer and provided our findings. While the cancelation process was not completed, we offered to place their cancelation request on 2/2/2025 when they spoke to our chat team as a courtesy,with the required 30-day notice and the customer accepted. The cancelation has processed, effective 3/1/2025 and the final billing has been posted. 

  Customer response

  02/07/2025

   
  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

  02/02/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am writing to dispute the handling of my account and to request resolution regarding several unresolved issues stemming from my interactions with ADT over the past 22 months. I am requesting (1) a refund for the equipment I paid for that was taken back by ADT and (2) termination of my contract without penalties or fees due to the ongoing mismanagement and distress caused. I have been dealing with this matter with ADT for the past almost 2 yrs now. I tried multiple times to handle it with ADT themselves including disputing the charges with my credit card company and even writing to ADT corporate. But I've been getting the run around with multiple contradictory statements for approaching a resolution and this is my last resort. I'm attaching the letter I sent to ADT corporate office detailing the full timeline of events. I'm also attaching a copy of the emails to the ADT sales agent that handled my case and the receipt the technician gave me that shows the equipment he took and their value.

  

  Business response

  02/05/2025

  ADT spoke with customer, verified installation completed on 12/16/2022, for customer first location, equipment cost of $1,708.70, are valid charges. Customer scheduled for equipment to be removed and installed at new location. ADT verified equipment that was not able to be installed at new location, does not reduce cost, as equipment was installed in full on 12/16/2022, for agreed amount of $1,708.70; therefore, no credit adjustment or refund is due. As a token of good faith, ADT agreed to process cancel request effectively 2/4/2025, with early cancellation charges applied, and reduce final balance due to $241, customer accepted offer.  ********************** applied credit adjustment in the amount of $147.27.

  Customer response

  02/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and although they did not resolve the issue as requested in my original letter I am very tired of this issue of 2 yrs and accepted the resolution is that was presented to me. Thank you for your assistance BBB. 
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  02/01/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Dear ADT Customer Service,I am writing to formally express my dissatisfaction with ADT's billing practices. I previously canceled my ADT security service on September, 2024, yet I have continued to receive charges (160$) on my account despite the service being terminated. This is unacceptable and has caused me unnecessary financial inconvenience. Right now, they refused to cancel my service and send me to the collection. Which kind of business is this? We use ADT for five years and they just get worse and worse, bad service and bad attitude. I have made multiple attempts to resolve this issue through customer service, but my concerns have not been adequately addressed. I fulfilled all contractual obligations and followed the proper cancellation procedures, yet my account continues to be charged. I request an immediate refund(163$+86$ service charge) for any unauthorized charges and a confirmation in writing that my account has been fully canceled with no further charges.Please consider this letter a formal complaint and a final request for resolution before I escalate the matter to consumer protection agencies or seek legal recourse. I expect a written response within 10 business days confirming the resolution of this issue. If not, we will ask our lawyer involve in it. Thanks.I appreciate your prompt attention to this matter and look forward to your swift response.Sincerely,****** ********

  

  Business response

  02/04/2025

  Upon review of the account, Mr. ******** actually cancelled his service on 10/29/24. Stipulated in the contract is a 30 day notice to cancel services. The customer has also extended his contract 12 months back in May of 2024, so he still had 5.2 months left of the contract when he cancelled services. The charge of $163.56 was legitimately for the termination charges of ending the contract early. The $86.67 the customer paid was disputed by his bank or card and returned to him on 12/27/24. ADT credited that amount off the account on 2/3/25. While Mr. ******** threatens legal action, we fear itll cost him more than the $163.56 to obtain an attorney so as a sign of goodwill and to save the customer the hassle, ********************** agreed to refund the amount of $163.56 back to the **** card ending **1399 which it was drafted from. While were confident ADT would succeed in a legal matter, its easier to award the customer the funds and move on. Mr. ******** was sent these documents and our agreement to refund the $163.56 in writing as he requested. 

  Customer response

  02/05/2025

   
  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

  02/01/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am writing this on behalf of my mother ******* ****), My name is ***** ****. The original ADT account was in my Father's name ******** **** #*********). He passed away in September of 2024. I phoned ADT within a few days of his passing to have the name changed on the account to my mother, ****** ****. I made it clear that we wanted NO CHANGES other than the name change. The ADT rep ******* *******) assured me that was what she was doing. What she actually did was to CANCEL Claytons account and open NEW account under ******** name (#*********). It wasn't until ****** received a $900.00 bill that we knew something was wrong. This was a blatant case of taking advantage of a 93 year old widow in order to receive a commission on a new sale! By tracking the two account numbers it is obvious that ********* account was closed and ******** account was opened the same day. She ( ****** ) no longer wants a security system and wants to cancel the contract with ADT. I was told that there would be a cancellation fee of $900 if we were to cancel. I *******) have spent over 30 hours on the phone with various representatives from ADT, the billing has been screwed up from the beginning in addition to the problems trying to cancel the account.

  

  Business response

  02/05/2025

  ADT has reviewed the customers account and determined that the customer was provided incorrect information. We reviewed the call from 10/23/2024. ****** **** reached out to ADT to change the name on the account to his mothers name after the passing of his father. A name change document should have been sent to the customer instead of a new 2 year contract. We spoke with Mr. **** and apologized. He provided the password and requested to cancel the account. We submitted the cancellation request and release the customer from the contract. The account is now canceled with a zero **********. Gick was satisfied with the resolution. 

  Customer response

  02/05/2025

   
  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

  01/31/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have called ADT multiple times over the past month to cancel my subscription. When I first bought my home, I signed a contract for 3 years for their services. This was in 2020. In January of 2025, I called to cancel and was passed on from operator to operator on their line. I called back again and asked to speak with a manager who assured me that I was all set in cancelling. A week later, I received an invoice for FEBRUARY 2025, which hadnt even occurred yet. Today, January 25, 2025, I saw that I was still charged $30 and change for a service that I was assured was cancelled.

  

  Business response

  02/06/2025

  ADT reviewed customer account, verified request to cancel services made 1/14/2025, cancel request processed under ADT standard 30-day cancellation notice, for cancellation effective date of 2/13/2025. All charges are valid, as a token of good faith, ADT agreed to waive 30- day cancellation notice, and apply billing adjustment to reflect billing end date on 1/14/*********** adjustment and refund processed in the amount of $62.43, back to customer ACH Check used for payment. ********************** attempted to contact customer via phone number provided on 2/4 and 2/6, no answer received, ADT left message on voicemail. ADT emailed customer via email provided on 2/6, advising of actions taken to assist with concerns.

  Customer response

  02/06/2025

   
  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. Though the customer representatives that I spoke with initially did not clarify that there is a waiting period of 30 days before cancellation, the most recent message indicated it. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  01/30/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Canceled my account of 16+ years due to no longer needing the service. I had faithfully paid my bill for over a decade and a half with my account left in good standing. I was informed that there would be a $400 cancellation fee due to me signing a contract. I had signed no contract since the inception of my account 16+ years prior. ADT thanked me for letting them protect my family while then extorting funds for services not provided. They thanked me for my loyalty yet showed none to me, their customer. Truly predatory practices for a company who is in the business of protecting their customer. Who *********************** us from them?

  

  Business response

  02/05/2025

  ADT spoke with customer, verified 12/3/2024, loyalty contract extension for price lock extended, and accepted for 12-month monitoring contract agreement. ADT confirmed cancel request received 1/28/2025,for effective date of 2/27/2025, early cancellation charges applied, all charges are valid. As a token of good faith, ADT offered to waive final balance of $393.45.

  Customer response

  02/08/2025

   
  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:

  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,
  
  *** *******

*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. ↩