ComplaintsforADT Security Services

• Initial Complaint

  11/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been calling ADT since May 2024 to cancel my service at a home I no longer live in (and is empty and for sale). My contract with ADT expired 1/18/24. Everyone I have spoken with at ADT customer service says the account is cancelled but they continue to bill me and the account is still open if I try to log in on the app. If I call they give me the runaround and told me to leave it plugged in for when it is sold. There is no wifi or cable service here either. This is unbelievable but there are many others with the same or similar complaints. Im done with their runaround tactics. I demand they cease and desist their billing and cancel the account from when I requested in May of 2024. They told me to keep paying until it was cancelled so I want a refund of every payment since May. No more bills. I travel for work and as soon as I can get to ******* with be removing all ADT equipment from the home. Im not attaching paperwork as it is all in their system. They know exactly what they are doing.

  

  Business response

  11/14/2024

  Upon review of the account, there is no record of the customer calling in to cancel ******************** in May of 2024. The earliest report of this is on 8/6/24 when an agent spoke with *** ********* who reported shed be moving. In order to De-escalate, ADT has agreed to refund the last 4 months paid from May to September of 2024. The total refund is $192.56. The refund will take ***** business days (give or take with the holiday) and the account is closed in good standing. ADT left a detailed message regarding this resolution on *** ********** phone number provided, and we also sent a detailed email expressing the resolution as well. 

  Customer response

  11/15/2024

   
  Complaint: 22549034
  
  I am rejecting this response because:

  Need to wait until they follow through like they say  when the refund is my bank account, and the ********************** account is closed, I will be satisfied  

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

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I relocated from ********************************************, to *****, and before I left, I called ADT to cancel my service since the new location had its security system built into the new home. I was transferred (4) times when I wanted to speak to the relocation department, and they were responsible for canceling the service. Again and again, they did not cancel my service, and I keep getting ADT security notifications about open doors at home I have not owned since June of '24. ADT even called my wife to restart the service at my Texas home. They have not closed the account, and I keep getting total access to the ADT system in *********. The fact that they tried to have my wife reactivate the account shows dishonesty. I want the Customer Account #:********* closed after (5) months of being relocated to *****. They are a very dishonest company and refuse to close my account because they want the business.

  

  Business response

  11/07/2024

  We have emailed a confirmation to Mr. ********* that the alarm monitoring for his Florida address has been out of service since 10/25/2024. We also terminated the online access to his previous Florida account so that he does not receive any more communication from that alarm at the residence.

  Customer response

  11/07/2024

   
  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

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In July of 2024 my ADT security system quit communicating with my ADT app. but I received texts saying they were communicating with my system making me think it was still protecting my property. When I returned to my property Oct. 18 I found my system completely dead with no security working. The same issue happened around mid April of 2024, after talking with ADT service they finally agreed to send out a technician, they found the problem with my system and replaced transformer. the system worked until July when same issue reappeared. when I returned and found system not working again and contacted ADT service again, after talking to a few reps. they told me they would send service technician between 2-4pm that day. [about 3rd week of October]. We waited rest of day for technician but no one ever came. I then contacted another security company and a few days later they installed a new system in my home. II then contacted ADT and after jumping through many hoops they agreed to cancel my ADT service and told me I would not be charged any more on my autopay. Nov. 4 I received another charge on my bank account for another $86.75, I called ADT back again and was told by agent that there is nothing they can do because they have a 30 day cancelation policy, when I asked to talk to there supervisor or someone else in charge the agent talked to his supervisor and was told they refused to talk to me, I explained that I had already paid for 4 months for a system that was not functioning and that I should not be charged for another month for a service that still did not work and they were not willing to fix it. I have had many problems with there system in the past like cameras not always working and sensors failing but they always eventually repaired them, I used there service for 12 years and should have changed companies several years ago. I feel I should be refunded at least the Nov. payment for service not supplied.

  

  Business response

  11/08/2024

  ADT spoke with customer, reviewed ********************** standard 30- day cancellation notice policy, and verified cancellation date effectively 12/1/2024. ADT offered to provide exception, given customer is receiving service through different alarm company, to waive final bill in the amount of $86.75, and process refund of payment received 11/1/2024, customer happy with resolution. The customer account cancelled effective 11/7/2024.

  Customer response

  11/09/2024

   
  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. It is too bad business would not work with me until *** was involved.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  11/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  ADT charged my credit card for services after cancellation. After calling ADT about a dysfunctional security system, I found that an ADT upgrade had made my system Useless for the last 3 months. I immediately canceled inOctober. I did not seek refunds for the previous 3 months of inactive security with no notification from ADT about upgrade. I found my charge card was charged by ADT for November. After calling ADT and asking the charge to be removed, the ADT agent admitted to seeing the cancellation but could not remove the charge. Seeing other reviews on BBB where cancellation is not honored, shows a total disregard for honesty. Consumers should be alerted to the danger of giving ADT auto payment information . The irony of a security company using Personal credit card information to continue taking money from consumers with closed accounts is astounding. Consumers should beware of using this company for security.

  

  Business response

  11/15/2024

  ADT reviewed the customers account and determined their notice of cancelation was given on 10/14/2024. We verified the cancelation was correctly inputted with the required 30-day notice per the terms of their contract. We confirmed the customer was not billed past the effective date of their cancellation.
  
  We contacted the customer and provided our findings. We offered to waive the 30-day notice as a gesture of goodwill and placed a credit on their account. As the payment was already received for this final invoice,we submitted a refund to the customers ***** which takes approximately 5-7 business days to process. The account is currently fully satisfied with a $0.00 balance. 

  Customer response

  11/15/2024

   
  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

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new home and needed to move my alarm system to my new home. ADT completed this process, however, I noticed a discrepancy in my billing called and learned that I had continued to be billed for services at my old home as internal processes were not completed where the monitoring services should have been turned off.11-04-2024 I called to ask that the payment owed be sent overnight via check to my current address I was told that my refund could take up to 25 days.

  

  Business response

  11/06/2024

  We were able to speak with Ms. **** regarding her concern.We have expedited the refund check amount of $1,323.25 and the check will be delivered to her within five to seven business days. We emailed Ms. **** a confirmation.

  Customer response

  11/06/2024

   
  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

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am requesting a copy of my agreement from ADT, but they refuse to send it. I have had service with them for over 7Years

  

  Business response

  11/11/2024

  Upon review of the customers account, ********************** spoke to the customer and sent some documents for the customer to review via email. 

  Customer response

  11/11/2024

   
  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

  11/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On July 30, 2024 I contacted ADT on line to cancel my service. However, they have sent a collection agency for payment of services after that date, for $47.95. There are TWO key issues in my dispute:1) ADT bills in advance. I have paid on time for years, and I had already paid for the service from July 3 to August 2, 2024 and have a payment record. Therefore my date requesting cancellation is within the pre-paid period.2) When I contacted ADT on July 30 to cancel, I was told they couldn't cancel me on line. I would need to "schedule a call with a retention specialist". And the soonest date available was the afternoon of Friday August 2, 2024. Note that even this is in the pre-paid period. I stated both on line and during this call that the cancellation request was for July 30th regardless of this call date, which was just a sales pitch. However they are billing me for the period August 3-September 2. My guess is they will state the cancellation was not processed till after the weekend and therefore I owe them for the addition service period.I have a cancellation number - ********.I want the collections agent to cease and desist in contacting me, I want ADT to acknowledge this is at best a mistake on their part (but more likely it is an intentional fraudulent business practice.), and I want a guarantee that my credit rating is not impacted by this serious issue.I am not looking for money back- just to end this collection attempt for service dates after I cancelled.I have attached a screenshot of my recent payments to ADT, including on June 28, 2024 for the final month of service, July 3-August 2, 2024.

  

  Business response

  11/06/2024

  ADT spoke with Mr. ***** on 11/6/24 and advised that the balance has been waived and action to recall the account from collections has been taken. Mr. ***** is satisfied with the outcome. 

  Customer response

  11/07/2024

   
  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 add that ADT was responsive, quick to agree to their error in charging me and polite in their communications. I have the contact information from ADT in case any issues related to this continue.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  11/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was a customer with ********************** for ** years until my alarm equipment became outdated and no longer worked. I tried to upgrade with ADT and we could not reach an agreement so I replaced my alarm system in August and cancelled service on August 20th. I have been still charged for services into November. I keep calling customer service, 5 times, and they acknowledge the calculation call in August but forgot to complete the cancellation process. They say it is their mistake but will not remove the additional charges after cancelation of service in August. I just looking for what is just and fair, nothing more. I want the additional charges removed as I have paid up in full and did my due diligence to correctly cancel and full fill any financial obligations. This is a poor business practice by ADT.

  

  Business response

  11/11/2024

  Upon review of the customers account, ********************** spoke to the customer and offered to waive the $86.18 account balance, out of courtesy. The customer accepted the offer.

  Customer response

  11/11/2024

   
  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

  11/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contact ADT numerous times about them taking funds out of my account that wasn't authorized. In October around about 1st, they took $15.00 and $2.08 and stated it for payment for service which I already paid the first payment on 9/20/2024. Today 10/2/2024, I notice that a $2.08 was taken out my account again. I tried chatting with someone that disconnected my twice and then I called and the representive told me it was for my permit fee which I have already paid on 9/16/2024 of $110.00. She state that the $110.00 was for a kep fob and other items which is not true. The reprensentive then told me I would have to call back Monday 11/3/2024 and talk to a support care team. I have been going through the issues with ADT for less than two months and I'm getting sick to this issues.

  

  Business response

  11/11/2024

  ADT reviewed the customers account and determined the $2.08 monthly charge is for their Alarm Permit with their local jurisdictions. We determined the $15.00 was for a one-time Admin Fee at the time of install. We verified the contract states the ************ is the customers responsibility,and it was not included in the $110.00 the customer indicated.
  
  We contacted the customer and provided our findings. We sent a copy of their contract via email where it indicates on Page 9 what was included in the $110.00 of Additional Fees they paid and states the Alarm Permit is their responsibility outside of their regular fees. We advised the $15.00 one-time fee and 2-months of the $2.08 charge were already credited and/or refunded as a courtesy and advised the $2.08 monthly charge moving forward is valid per their contract terms. 

  Customer response

  11/11/2024

   
  Complaint: 22504721
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  11/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Since October 9, 2024, our ADT-provided ****** Nest cameras have not been functional, and despite numerous calls with ADT and ****** support (most recently on November 1, 2024), the issue remains unresolved. **************** has been poor, with frequent disconnections, long hold times, and abrupt hang-ups during transfers.Deceptive Sales Practices:1. Cellular Backup Mis***resentation: The sales *** falsely promised that the ****** Nest cameras would back up to cellular data if WiFi failed, addressing our concerns over unreliable WiFi. We later found out this was untrue, as the cameras lose all recording ability when disconnected from WiFi.2. Renter-Friendly Installation Mis***resentation: The *** also promised that the doorbell camera could be installed without drilling, per our renter policy, and said ADT would provide command strips or alternative mounting equipment. However, no such option was provided, and ADT support confirmed they dont offer renter-friendly mounting solutions.If recorded, our initial sales call will confirm these mis***resentations.Requested Resolution:1. Replacement of defective cameras with functional units at no charge; or 2. Immediate cancellation with a refund for services not rendered and coverage for return shipping of ADTs equipment.We expect ADT to promptly address these service failures and mis***resentations.

  

  Business response

  11/08/2024

  ADT will be releasing the customer from contract.  A shipping label has been provided to the customer, to ship the equipment back.   Once received and processed, the customer will receive a refund.

  Customer response

  11/08/2024

   
  Complaint: 22503307
  
  I am rejecting this response because:

  I appreciate the business's cooperation in releasing me from the contract and providing a shipping label to return the equipment. I will gladly accept the business's response and consider this matter resolved once the refund is processed and the cancellation is fully complete.
  
  Sincerely,
  
  ***** ***

  

  Business response

  11/12/2024

  The customer has shipped the equipment back to ADT and the expected ETA is 11/18/24.  ADT will be releasing the customer from contract.  Once the equipment is received and processed, the customer will receive a full refund.  The customer was advised of estimated time frame for the entire process to be completed.  

  Customer response

  11/12/2024

   
  Complaint: 22503307
  
  I am rejecting this response because:

  I'm not disputing that they provided a timeline. But I would like for this to remain open until the issue is completely resolved.

  
  Sincerely,
  
  ***** ***

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