Complaints

• Initial Complaint

  01/29/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a customer of ********************** continuously for multiple properties for 11 years. We moved and started a new DIY ADT+ service at our new property. We paid an activation fee, they sent us the equipment, and we set up the equipment and worked with customer service to get it working as we were having issues with it the first day. Ultimately, customer service and their tech support found the property(a condo) wasn't a good fit for the ************ We canceled service that day(less than 4 hours of "monitoring", all of it being us trying to get the system set up). We were given the *** label, the equipment was returned back to ADT and the account was closed. 6 Months later I get a collection letter for $43.12 stating that they are due monitoring services for the month. This was confirmed to me to be removed. I have been on the phone for a combination of 6 hours to get this resolved and I have been transferred from 5 departments all saying they can't help me with this dispute. I am no longer wasting my time with it and just posting this here. I need help with this dispute.

  

  Business response

  02/06/2025

  The balance of $43.12 was waived.   This should have been done previously.  ADT reached out and apologized to the customer.

  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

  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

  01/28/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been trying to cancel ADT services but their representatives make it impossible. After three moves due to work, they keep trying to give me knew contracts. I have specifically asked for an invoice to pay off any contract, and keep getting a different contract shoved at me. Why does it have to be so hard to sgit off services. I have not lined at the property for almost 2 years.

  

  Business response

  02/05/2025

  We were able to speak with Mr. ***** regarding his concern.We agreed to cancel his service and waive the remaining contract term. The effective date of his cancellation was for today, 2/4/2025. We emailed ******** a confirmation.

  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

  01/26/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I called into ADT for an alarm system and I was mislead by multiple people. The first representative I spoke to had told me that the system would only cost me $50 a month for the equipment and monitoring. She also told me I would have 30 days to cancel if I changed my mind and that they would waive the installation fee. The technician came out and explained it would be more because I needed more equipment. I agreed to the terms but after looking at the offers online for the exact same equipment I was charged much more. I called in to ask why since I wasn't supposed to pay an installment fee. They refused to let me out of my contract and claimed I had to call in 3 days. I would have done so if i wasn't told that I had 30 days. Since I have had this system I have had nothing but problems with it. There was co2 in our house that our normal detectors were catching and our adt ones did not. Our app to set the alarm is always glitching and never works. The batteries in our system are dying extremely fast. Now our system is saying it is offline due to a WiFi outage and cellular outage. Our WiFi has been tested and is working perfectly as well as our cellphones. When I call into adt they will only let me speak to an account manager, I can never get to a higher manager like I ask. I would like to be let out of my contract and they can pick up the equipment without paying for remainder of the service. They are not holding up their end of the contract as I am not getting a quality of service that I am paying for.

  

  Business response

  02/05/2025

  We reached out to the customer and apologized for any frustration endured with the service. After review of the account, we reviewed the recorded sales call from 11/23/2024, which we explained the agent did not advise the customer that there was a ****** cancellation period. We explained per the agreement term, there is only a 3-day right to recission and if the service if cancelled now the customer is responsible to pay 75% of the remaining agreement term, plus the equipment financing loan balance. We also explained during the recorded call, the agent explained she seen the customer had previously met with an Authorized Dealer Safe Haven and asked the customer did they quote her an activation fee of $99 or $199. The customer confirmed she paid $100 deposit to the dealer, which the sales agent informed the customer she would not charge the customer the activation fee and there would be no upfront cost that day but did not inform the customer there would not be any installation cost. The agent confirmed she created a basic package that totaled $594, the monthly monitoring fee would be $42.33, and the monthly equipment cost would be $10.00. The sales agent explained during the call, the basic package included the keypad/app, signs/stickers, 3 sensors, 1 motion and that she documented to swap for glass break detector or shock sensor and a free doorbell camera. The customer explained she built her own package online, which the agent told her to save the information and show the installer once he was onsite. The agent further explained, the customer did not have to make a decision on the phone, but she only needed a credit card to reserve the order to place the customer on the scheduling board to give the customer more time to shop around with other companies. The agent explained once the installer is onsite, the customer can go over the order and adjust it or can decide not to move forward with ADT. After further review, we explained once the installer was onsite, it shows there was additional equipment added that caused the installation price to change from $594.00 to $2,149.94. Per the Retail Installment Contract signed, the customer agreed to the monthly Burglar Alarm monitoring of ***** before taxes and the monthly equipment financing loan increased to $35.83 based on the additional equipment installed. The additional equipment installed was: 8 sensors, 2 Smoke Detectors, 1 Smoke/Heat Combo Detector, 1 Carbon Monoxide, 1 outdoor ****** Nest Camera, plus the installation labor fees. As a goodwill courtesy to help the customer out, we issued a $300.00 billing credit, which the customer accepted. The customer also reported issues with the smoke and carbon monoxide detector not setting off after having an actual alarm detection, which she was previously scheduled a technician visit on 1/24/2025, but the customer cancelled the appointment due to personal issues. We offered to reschedule the service appointment to address the system issues, which the customer agreed to have the system serviced and the appointment has been rescheduled on 2/21/2025 for 12pm-4pm. We The customer is satisfied with the resolution. 

  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

  01/26/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Still having ISSUEs with DEFECTIVE Sensors even though I Pd EXTRA for my ORIGINAL Contract that QUARENTEED Me LIFETIME Maintance REPLACEMENT FREE of ALL Costs Because I paid EXTRA on TOP of My normal Contract Because I KNEW for LIFETIME that it was well WORTH the EXTRA Money for NO Cost REPLACEMENT Parts and Service...Why In GOD name Dont they just FLAG My ACCOUNT so ANYONE answering the PHONE can SEE I have LIFETIME MAINTANCE WARRENTY FREE of ALL Costs to Just Come out and REPLACE my DEFECTIVE Parts?????? I am Now ready to Contact 8 on your Side because Im SICK of having to Jump through HOOPS Because ADT Changed thier Contracts 15 yrs AFTER I Signed MINE and Therefore I should be GRANDFATHERED IN on My ORIGINAL Contract!!!! HONOR MY CONTRACT that I paid FOR

  

  Business response

  01/30/2025

  ADT spoke with Mr. ******* on 1/29/25 and scheduled a service appointment with an ADT technician on 2/5/25. 

  Customer response

  01/31/2025

   
  Complaint: 22859058
  
  I am rejecting this response because:it does NOT fix the REAL Issue at Hand where I was ORIGINALLY PROMISED FREE LIFETIME Maintance Warrenty that I paid EXTRA For above My Contract to make SURE I NEVER had to Pay out of Pocket for ANYTHING on REPAIRS...He Told Me on the Phone he SAW where I was NOT to Pay for Trip charges but....Everytime I have a PROBLEM this is what i have to Go through RATHER than put NOTES on MY ACCOUNT to ANYONE Scheduling a SERVICE TECH that Im NOT to Pay a *****....:Like My ORIGINAL Contract that I Signed over 18 yrs ago...How Hard is that?????
  
  Sincerely,
  
  ***** ******* **

  

  Business response

  02/04/2025

  In addition to updating Mr. ******** account so that it no longer reflects an onsite assessment fee, ADT can confirm that **************************** Plan (***) covers labor and replacement parts for equipment deemed faulty. The *** does not cover the cost of batteries nor the labor to replace said batteries. 

  Customer response

  02/04/2025

   
  Complaint: 22859058
  
  I am rejecting this response because:That last statement he claims about NOT covering replacement Batteries or cost of Installing batteries My ORIGINAL Contract that I signed 18 yrs ago Did In FACT Cover replacement Cost of BATTERIES and Installing Battieries/ That was the MAIN reason I Paid EXTRA On TOP Of My ORIGINAL Contract for That FREE for LIFE Service
  
  Sincerely,
  
  ***** ******* **

  

  Business response

  02/07/2025

  In addition to updating Mr. ******** account so that it no longer reflects an onsite assessment fee, ADT can confirm that **************************** Plan (QSP) covers labor and replacement parts for equipment deemed faulty. The *** does not cover the cost of batteries nor the labor to replace said batteries. ADT considers this resolved.

  Customer response

  02/08/2025

  Its alful Funny I have Been with ADT Security Over 21 years Now and in all 21 years I have NEVER Once PAID for Batterries or Battery Installition with further PROVES My LIFETIME Maintaince CONTRACT must have COVERED them for past 21 years and NOW the BBB just Closes cases in FAVOR of Businesses RATHER than STAND UP for INJUSTICE that Businesses Do to SENIOR Citizens!!!!! ADT is rhe WORST Security company I have Ever DELT with by them CHANGING thier Contracts Throughout the Years and EXPECT OLD Customers to ACCEPT NEW Contractys OVBER their ORIGINAL Contracts!!!!So Much for PROTECTING SENIOR CITIZENs   BBB!!!!!

• 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,
  
  ******** *******

*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. ↩