Complaints

• Initial Complaint

  03/14/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We have ADT security cameras in 3 locations for 1+ year. During that whole time, they worked for only about a month. ADT sent over 12 technicians, nothing working. At the moment, cameras in 2 locations (#2 and 3) are not working at all, and on location #1 woking only on screen, but not in the app (on the phone). We keep paying monthly. They refuse to cancel without 90% penalty, refuse to partially wave the penalty, the contracts are for 36 months. We are a small business.Account number: ****************************** involved : Security cameras Locations: 1. ********************************************************************************** 2. ******************************************************************** 3. **************************************************************** What we want: to cancel the service and the cancelation penalty to be waved.

  

  Business response

  03/29/2022

  We regret any inconvenience or frustration the customer experienced. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  The customer's accounts do not qualify for our 6 month clause.

  Customer response

  04/08/2022

   
  Complaint: 16894066
  
  I am rejecting this response because:

   

  As a customer, we have been fulfilling the contract on our part: we pay every month for all 3 locations.

  As a business, you have failed your obligations: the service you provide does not work.

  After 12+ technicians came and were unable to fix problems, we do not want another technician to come in. A couple of them did fix something, but it stopped working again after less than a month. The people you send are unqualified as they are not familiar neither with the equipment, nor with the system. They said it themselves. Another technician you sent told us that the equipment you have provided us with is outdated and if he fixes it, it won't last. And he was right. 

  In total, we have been paying for the cameras for over 14 month for each location. During this time, the cameras worked well for 2 month total at best.  

  We want you to terminate the contract with no fees on all 3 locations.

  
  Sincerely,
  
  *************************

  

  Business response

  04/20/2022

  Upon review of the customers account, ADT reached to the local office.The service manager spoke to the customer and advised would have  the most tenured CCTV tech going out there. Service manager verified with the customer that the tech wants the customer available at both locations and setup an appointment for them. The appointment was scheduled on 4/8/2022.

• Initial Complaint

  03/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I reached out to the company and dealt with at least 5 people to fix the issue with my doorbell camera. The final resolution was for a tech to replace camera on 03/12. After the tech left a noticed a charge to my card. No one advised there would be a charge nor did I approve or provide my card information. When I called I was told it was the fee to replace the camera but when I inquired on who authorized the payment and how they got my card information. Sarcastically I was told that they wouldnt have it if I did not provide it. I only use my card to make a payment to the **** and then I was hung up on and no one called me back. I was never informed that there was going to be a charge and am extremely upset that my card was charged when I did not approve

  

  Business response

  03/28/2022

  As a gesture of goodwill, ADT has refunded the site-assessment charge.

  Please be advised that all service calls require a $59 + tax trip fee.

  Customer response

  06/24/2022

   
  Complaint: 16889911
  
  I am rejecting this response because:
  It does not address the lack of professionalism or my card being used without my permission. To add to the situation the camera they replaced for me has stopped working after 3 months.  
  Sincerely,
  
  ***************************

  

  Business response

  07/20/2022

  We regret any inconvenience or frustration the customer experienced. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  Agents are required to advise the customer of the service call assessment charge at the time of scheduling. We will review the call recording & implement a corrective action, if necessary. 

  On 06/29, we assisted with restoring the power to the doorbell. 

  Customer response

  07/21/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Malfunctioning system installed, complaint forwarded numerous times and ignored. My front door lock (smart door lock) and camera (ring doorbell, I had to temporarily install a ****** camera) were never properly installed even though I paid for the installation and called almost immediately to have it corrected. Asked for additional fees for "driving fees" even though I purchased a service equipment package (QSP) that included service charges relating to any equipment issues. They also offer a 6 month money back guarantee which I was never offered for the faulty door lock / uninstalled camera, and actually rejected from getting altogether after finding out I was sold an item they did not install.It appears the original contact sold had been grossly overcharged and when asking numerous different departments no resolution on a price could be pulled up, and when asking what current prices are they refused to offer estimates or any number bracket for pricing, which leads me to believe they are performing some sort of fraudulent activity with employees. When reviewing prices seen online, pricing given by their representative initial consultation up charged 5x ( **** $ of r 22 shock sensors, where online the price is listed at 45-70$). There should be a list of prices that can be provided to consumers and customers which was neglected here. That along with their inability to fix their malfunctioning equipment, even with their equipment service plan is also a breach of contract. I have called numerous times with no answer, just being transferred from person to person. Due to being misled by the initial installer and quote provider, as well as having faulty equipment put in and caused extreme distress from ongoing alarms going off I would like to be reimbursed partially for the trouble, as well as be reimbursed for the equipment that was never installed, or installed incorrectly. I would also like the sense which has been malfunctioning to be examined and replaced.

  

  Business response

  04/07/2022

  After further review, It appears Ms. ****** was upset the Dealer did not keeps its promise to return to her location to install the doorbell camera and fix the doorlock. ADT agreed to schedule an appointment to fix the doorlock, credit her the price of the doorbell since she also has another one installed and issue a 3 month goodwill credit. Ms. ****** accepted the resolution.

• Initial Complaint

  03/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 03/04/2022 ADT Security installed a security system and a thermostat into my personal residential home. 03/05/2022 I activated my heating system and noticed the thermostat wasn't working. 03/07/2022 The next business day I called a technician to fix the error. 03/08/22 The technician came and said there was no power coming to the thermostat because my Hvac was not operating and to call my electrician. I call my electrician and I was told when an technician installs a system such as a thermostat they can short circuit your Hvac and A/C. I was told to call ADT because they are responsible for the repairs. I called ADT costumer support the next day and was told a branch member would be here in 48 hours to put me through the proper channels for the repair. I called back 03/10/2022 because no branch manger has called. I was told to wait 72 hours. Each of the calls I expressed the weather here is 30 degrees and as the week continues it'll be colder. They would not treat it as an emergency service but as a technical appointment. Meanwhile my family are bundling up in our winter gear and bed sheets in a single room. 03/11/2022 I call technical support again. She's confused of why I haven't heard from a branch manger. Its now 20 degrees and I have to find a place for my family. I talk to account management and they finally made an emergency call. I was told I'd have to pay 350 for an emergency visit and 90 for every hour a technician is out. Account management waived it because of the absurdity. I was told to wait in my home in 20 degree weather that night. No one showed. 03/12/2022 I call back to respond and they told me there were no emergency appointment booked because the technician was coming out tonight to help with the dispute. I was told to wait until Wednesday. I have my water running because my pipes will feeze. The branch here is treating this like a technical issue when I repeatedly told them these temperatures for my immunocompromised mom can be lethal.

  

  Business response

  04/06/2022

  We regret any inconvenience or frustration the customer experienced. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  The customer would need to have an HVAC technician out & request reimbursement from ADT. 

  If you would like to report a claim of liability against ADT, please send us
  
  Written explanation of your claim;
  Full incident report by the police department; (if applicable)
  An itemized list of your losses/damages for which compensation is claimed;
  Receipts, statements, invoices, etc. that prove the losses/damages that you listed; and
  Documents that support your allegation that ADT is responsible for the incident and/or your damages, including but not limited to video/photographs. 
  
  You can send these items by Fax *************), email ******************************************** or mail:
  ADT LLC
  Attn: Risk Management
  1501 Yamato Road
  **********, ** 33431
  
  Upon receipt ADT will forward your request for reimbursement to our general liability carrier for review and handling.  You will be contacted by an insurance adjuster acting on behalf of ADT.
  
  

• Initial Complaint

  03/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ADT equipment at my residence was inoperative. I called to cancel my account on approximately 12/17/2020.ADT sent an email on 12/16/2020 stating, To ensure prompt fulfillment of your cancellation request. You must send email to AM@adt.com.I contacted ADT I believe in late November or early December of 2021. I told ADT I didnt have a functioning security system at my home. It would require a ADT to repair the unit in my home before it would be operational. ADT sent me a refund of $76.18 or less than 2 months of service on 1/03/2022. I followed up with a phone call with ADT on 2/06/22. ADT explained by contract my account could not be canceled over the phone but by email. I asked for ADT to send me a copy of my contract and they agreed. And to date they have not. I dont believe I signed a contract with ADT because ADT bought out the provider that I had service with originally. My original provider for my home security had a call to cancel service in their contract. I believe that ADT owes me for 12 months of service at ***** for each month. ADT cant use their contract rules against me to decline my full refund that I never agreed to or signed.I contacted ADT by phone and canceled them and they agreed to cancel service as they knew that they couldnt provide me with service because of the **** equipment. Respectfully G. A. ******

  

  Business response

  04/05/2022

  We regret any inconvenience or frustration the customer experienced. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  A partial refund has been processed.

  Customer response

  04/06/2022

   
  Complaint: 16885846
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer response

  05/09/2022

  I canceled ADT Security prior to December 16, 2020 because my home equipment required to operate their security screening was not operational. ADT acknowledged that there is no purpose of continuing their security monitoring agreement unless my home equipment was operational. After I discovered that ADT Security had continued to charge me a monthly fee I contacted them. ADT Security was quick to point out, per contract, Im required to follow up with an email before service could be terminated. I contacted ADT approximately 3-4 times in 2021. I received a check generated on 1/03/2022 for *****, the cost of 2 months of service. I contacted ADT again in January 2022 explaining again how the ADT representative agreed that with no operational home security equipment, security monitoring would not be possible. Yet they continued to charge me for approximately 12 months of service. I contacted ADT again in January or February of 2022. I asked ADT to provide me a copy of their contract with me that stipulates a phone call followed by a email was mandatory for a contract cancellation. To date ADT has been unable to provide me with their alleged contract. I believe they are unable to do so because I didnt sign a contract with ADT. ADT purchased the security and monitoring services from the company that I purchased my security monitoring and security equipment from. Termination of services with that company was done with a phone call only. Unless ADT can provide a contract with my signature that stipulates ADTs required verbal notice followed by an email. Then ADT owes me for 12 months of charges.

  

  Business response

  06/07/2022

  We regret any inconvenience or frustration the customer experienced. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  We have confirmed that the customer's account has been cancelled a refund has been issued.

• Initial Complaint

  03/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had an initial system placed in my home when I moved & transferred my services from ******* to ****. My home is an older home, and the cameras provided by ADT were not operating properly. ADT's solution was to suggest a CCTV system since it was hardwired. I agreed. I also requested that the initial contract be either updated or voided. The new balance owed should reflect the difference in charges as the original cameras were swapped out to different cameras for the change in system. There is a **************** (no solid amount - it changes when I talk to different people) "credit" to my account which is not really a credit but a difference of cost between the 2 systems (per my ADT rep), but when I attempt to speak to ADT and explain this to them they insist that credit amount is for the cost of the old cameras. It is not. The cost of the old cameras on the initial system is $1,160. I asked ADT to send me something in writing showing the old cameras had been returned. I was sent a yellow sticky with a date written on it. I am asking for an updated contract from the initial system. I am still using all of the other equipment on the original system less the 4 cameras. I want an updated contract so both ADT and I both know exactly how much the balance is. I've 2 ADT systems in my home (the original one less the original cameras and the ****** ADT is charging my credit card more than we agreed to per contract(s), and I am not getting any type of receipt from them showing what my money is being applied to. I have asked for these since December with no resolution. My case ID with ********************** is ********. I have spoken with multiple people at ADT who assured me they would take care of it and follow up with me. They did neither. I can provide dates and names. The last person was "Zack." ** stated he was a Presidential Rep, and that was on 3-1-22. ** was difficult and provided zero resolution. I have been with ADT since 2006.

  

  Business response

  04/05/2022

  We reviewed the account and contract and found the contract the reflects the current account billing and emailed it to *******************. She then stated the signature is not hers. She was credited for the 4 cameras.

  Customer response

  04/06/2022

   
  Complaint: 16885151
  
  I am rejecting this response because:  I have not been credited for the 4 cameras that were taken down on the initial system.  The "credit" ADT is referring to is the monetary/cost difference between the 1st system ($900 and something dollars - the amount changes with each person I talk to at ADT) and the 2nd system.  It is not an actual credit, but a price difference that was adjusted to my account.  If you compare the price of the 4 cameras ADT took back ($1,160) and the "credit" amount they are referring to, they do not match, and the amount they are referring to is less than the cost of the cameras that were returned.  Also, the contract they sent to me in the mail does not reflect the removal of the 4 cameras from the initial system.  It is a contract that refers to the 2nd system installed at my home.  I have TWO systems:  (1) a system that is being monitored with ADT (doors, windows, glass break, motion detector, Co2 & fire monitors, and the command touchscreen) and (2) CCTV.  They are trying to count the cost difference between the 2 systems twice:  once for the price difference of the 2 systems and again for the cost of the cameras they took back.  I have asked multiple times for an updated contract for the 1st system to reflect the cost removal of the cameras they took back.  They send me a copy of the contract for the 2nd system and tell me they have met my request.  They have not.  This is what I want:

  1.  An updated contract for the 1st (iititial) system reflecting the cost removal of the cameras so I can have an updated and accurate amount owed on that 

      contract.

  2.  I want something in writing stating where the monies they have charged to my **** has been applied and an updated amount for the 2 different contracts

       so I can know exactly how much I owe on each.  Each month they charge my ****, but do not tell me where they are applying the money so I have no way

       of knowing what the remaining balance is for each contract.  I cannot sufficiently manage my account balances when ADT is not even telling me how they

       are applying my payments.

  I am extremely dissatisfied in "Zach" who is supposed to be the Presidential Rep for this complaint.  I spoke to him once on the phone and he was not helpful at all.  He did not provide any resolution to my requests and his final commment to me after I expressed this to him was "You have my number.  Give me a call if I can be of any further help."  On March 31st, I spoke with "******" who was very helpful and did everything she could at her level.  When she realized my account needed escalation she transferred me to "Kiki."  During the conversation she stated "Zach" was my Rep and I needed to speak with him again.  I expressed my dissatisfaction with him and what had happened during our only conversation, and she stated I need to speak with "***," his manager.  I was transferred to ***** voicemail.  I left my name and number, and a little information about my experience with "Zach" and asked him to return my call.  I have not heard from him.  I also have not heard from Zach since our initial call even though he was aware my account still needed resolution.  

  My complaint should not be closed as ADT remains negligent in addressing my concerns, requests and needs as a customer.
  
  Sincerely,
  
  *****************************

  

  Business response

  04/28/2022

  ADT stands by its decision.

• Initial Complaint

  03/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been an ADT customer for many years. Recently, an outdoor camera stopped working. At a price of $59 ADT sent out a technician. I was under the understanding that this cost would only be incurred if the issue was caused by own doing. When the technician arrived he replaced the camera and told me the problem was caused by an ADT gateway being updated and the firmware not being able to update the camera. Basically, this is an ADT related problem caused by a fault in their own technology. I spoke with customer service and they have insisted that I will be billed for the $59 anyway.

  

  Business response

  04/05/2022

  Effective Dec. 12, the onsite assessment charge for affected Customers has increased to $59. Customers have received the following message on their monthly billing statements. Customers who are not billed monthly will receive the message via email or postcard.
  Effective December 12, 2021, ADT is proud to offer convenient virtual service resolutions to all customers. In the event an ADT technician has to visit your premises, ADT will charge an on-site assessment charge of $59. ADT has the right to change the on-site assessment rate at any time by posting updated and current on-site assessment rates at MyADT. This information will be available for access effective January 1, 2022. 

  As a gesture of goodwill, ADT has issued a one-time credit for the charge.

• Initial Complaint

  03/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ADT tried to use scare tactics into making us purchase additional services and equipment. The rep tried to convince both my husband and I that someone could break in the windows while I was home alone. It made us both very uncomfortable. The rep made similar comments trying to get us to purchase additional equipment for fire safety as well.We cancelled our services and ADT charged us 75% of the account balance which was over $200. They told us they would waive it if we referred someone to them, and that they would offer them a lower price. This firm should not be in business. I cant believe they have an A BBB rating.Please reach out with any questions dj hope we can recover our fee.

  

  Business response

  04/05/2022

  We regret any inconvenience or frustration the customer experienced. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  The customer's contract stipulates a 36 Month contractual obligation. 

• Initial Complaint

  03/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We opened an account with ADT in 2020. The sales person was very high pressure and as she solicited us at the end of the month, indicated that we had to make the decision that day or we would lose the price offered. She indicated that we would be purchasing the cameras and that we could keep and use them even after our contract ended. For the second time I have requested a review of our **** as we are being charged over $100 a month when the salesperson indicated a monthly fee much lower. When the customer service rep sent documentation about our plan, I read that the cameras we thought we were purchasing are property of ADT. When I questioned this, I did not receive a response. The ADT sales representative misrepresented what we were entering into a contract for and the customer service department does not adequately answer questions or resolutions to my concerns. I would like to have our contract with ADT ended without penalty and no longer use their products or services.

  

  Business response

  04/05/2022

  We regret any inconvenience or frustration the customer experienced. 
  
  We strive to provide the best possible service and it is important for us to know when our customers feel that we have not met their expectations.

  Customer response

  04/06/2022

   
  Complaint: 16882681
  
  I am rejecting this response because:

  ADT did not address my concerns and did not do anything to account for the high pressure sales tactics and dishonest representative.

  
  Sincerely,
  
  *********************

  

  Business response

  04/28/2022

  Upon review of the account, the customer is free to keep the equipment if they cancel the service or finish the contract. ADT has no interest in collecting the equipment as its been installed for almost 2 years.The terms of the contract were clearly laid out. ADT apologizes if the customer felt the sales rep was High Pressure. Wed hope the client would bring that to our attention at the time of sale. The customer was informed on the contract that the billing would be $103.66 (without tax) which it still is to date. ADT has made multiple attempts to inform the client that theyre free to keep the equipment, but that ADT would hold them to the contract of services weve been providing. If the customer were to cancel they would be responsible for $1,498.85, but ADT would remove $500 off making it $998.85. ADT has left multiple Voicemails and sent several emails to try and reach the customer with no response. 

• Initial Complaint

  03/11/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  At the time I signed up for my ADT service I was told by the technician who came to my home that my contract last as long as I have a balance on my equipment. I purchased over $4000 worth of equipment with them. Over the last 2 years I worked extremely hard to pay that balance off. I sold my home and went to cancel ADT and I was told by the customer service rep that I have a 5 year contract regardless if I paid the financing of the equipment off and I will owe over $1400. I feel ADT has deceived me because the technician they sent didnt tell me I was in a 5 year contract regardless. She also states its so ADT can recoup their cost but if I am paying full price for the equipment, technician and 2 years of service with them and they never had to contact me or come out then there is no cost lost.They come out with iPads and lengthy contracts that you cant read on there. I have paid my account in full. A 5 year contract is absurd! Also where you sign in the contract you dont see the hidden terms and if you technician doesnt explain it you may not know. I feel its all a hustle to lock people in and their technicians are thoroughly explaining that.

  

  Business response

  04/05/2022

  C. TERM. The initial term of this Contract for ADT services is five (5) years. ADT's services will begin when the equipment is installed, operational and
  communicating with ADT's ************************** ("CMC").This Contract will automatically renew for ADT services for successive thirty (30)-day
  terms unless such ADT services are terminated by either party at least thirty (30) days before the end of the current term. If the ADT services are terminated,
  the terms of this Contract relating to ADT services will end on the last day of the then-current term. I may terminate my ADT services by calling ADT at
  ************ (1-800-ADT-ASAP). If ADT owes me money when the terms of this Contract relating to ADT services ends, ADT has the right to deduct
  from any refund owed me (A) service charges for thirty (30) days, if I fail to give the required written termination notice set forth in Paragraph 1 above; (B)
  any contract termination charges that I may owe as set forth in Paragraph 2 below; and (C) any other additional charges, amounts or deposits that I owe
  ADT other than in respect of the Equipment Price and Installation Cost. If the amount of the deduction equals or exceeds the amount that ADT owes me
  or if ADT owes me a credit of five dollars ($5.00) or less, ADT will not be obligated to refund any amounts to me. I acknowledge and agree that I shall
  remain obligated to pay the outstanding balance of the Equipment Price and Installation Cost notwithstanding any cancellation or termination of the ADT
  services or the termination of the terms of this Contract relating to the ADT services, in each case for any reason, and that such obligations are not subject
  to any defense, set-off, offset or counterclaim. Notwithstanding anything to the contrary set forth herein, any reference to the termination of this Contract in
  respect of the ADT services shall only be deemed to terminate the provisions of this Contract expressly relating to the ADT services and shall not terminate
  any other term or condition of this Contract, including without limitation, the obligation to pay the full unpaid balance of the Equipment Price and Installation
  Cost and the rights and remedies of ADT with respect thereto.

  Customer response

  04/06/2022

   
  Complaint: 16882655
  
  I am rejecting this response because:

  Although they quoted from the contract. ADT is a fraud for hustling people into the long contracts without thoroughly explaining and allowing the customer to see the full terms. They tell you one thing and then show you one area where to sign on the iPad and claim that it wont allow them to proceed forward and not fully giving the customer the opportunity upfront. I have paid off all my equipment and I was under the impression that I was in contract until I finished paying the equipment off. This is what the guy told me or I would have just paid cash for it. This is just unacceptable! 

  
  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. ↩