ComplaintsforADT Security Services

• Initial Complaint

  11/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ADT has been charging our bank account for $32.46 per month since we cancelled our service with them at a secondary address since we sold the home in July 2023. This is a total of $454.44. The address for this service was **************************************************. At the time I cancelled, we had sold the home, they asked if the new owners would be ADT ********s, I stated I did not know. She said if they were, they could just transfer service over to them if they call to set up. I left the new owners a note to that effect and I believe they called and got service with ADT (although Im not 100% sure), but they did have ADT signs the last time we saw the home. I did make it clear in July **************************************************************************************************************************************** not. I have reached out to ADT by phone on November 6th 2024 and by email on November 7th 2024 (as instructed by the 1st ******** service **** they said this was ********************** blue and to reach out the them. I called them on November 15th 2024 and they informed me that it was for service on the home we sold in July 2023. Again, i told them I canceled that and wanted my money back, they said they would give me 2 months back, I said that is not sufficient and asked them to escalate this to a higher level, as far as Im concerned they have been double charging for that address. She said she would escalate the issue and I would hear back in 24 hours by either phone or email. Nothing has happened and this is day 3. I have received nothing but the run around. ADT can reach out to me by phone **************.

  

  Business response

  11/20/2024

  ADT spoke with Ms. ******** on 11/20/24 and confirmed that Ms. ******** signed a three-year agreement for 22 Sea Watch Place in September 2021 running through September 2024. The account has now been cancelled. *********** had no further concerns.  

  Customer response

  11/20/2024

   
  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

  11/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Self install home alarm security system was purchased but was returned back to the company by ***** on 09/19/24 and was received by the company on 09/23/24 and refund still have not been processed. I have made several phone calls to the business and still no refund

  

  Business response

  11/18/2024

  We were able to speak with Ms. ***** regarding her concern.We advised the two payments made for a previous self-setup ADT account, $174.95 and $52.97, will be refunded to her **** card within seven to ten business days. We emailed Ms. ***** a confirmation.

  Customer response

  11/18/2024

   
  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

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying to close my account with ********************** for months. I either get heavy breathing on the other end and then put on hold or I get a call center in a foreign country. Because of this I will never use this company again. During the worst possible le time in my life they want to play games. They were told to close my account. I can't get through to anyone when I call because they know it's me. This is childish and the next thing they will get is from a lawyer.

  

  Business response

  11/20/2024

  ADT has closed the account and backdated the cancel request to 9/17/24.  

  Customer response

  11/20/2024

   
  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

  11/13/2024

  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

  11/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ADT pre-bills for services. My service was canceled before the new service period. ADT continues to bill me for services that I never received. I sent the attached letter to ADT Security Services on 9/24/24 requesting they adjust out the charges and provide me with evidence in the form of a $0 account balance. I received a new bill yesterday. My request of ADT is a credit to the account for the ******************** that were never rendered and acknowledgement of a zero balance. At this point, after 17 years of loyal service, it might be nice to also get an apology for the inconvenience.

  

  Business response

  11/18/2024

  I was able to communicate with Mrs. ********* via email. I did remove the balance on the account and request the account to be pulled from collections.

  Customer response

  11/18/2024

  My account was sent to collection based on ADTs lack of response to my call and two letters.  Their policy needs to be rewritten and their managers trained to avoid further such cases.  If this impacts my credit I will expect compensation as ADT is entirely at fault.  

  Customer response

  11/19/2024

   
  Complaint: 22525062
  
  My account was sent to collection based on ADTs lack of response to my call and two letters.  Their policy needs to be rewritten and their managers trained to avoid further such cases.  If this impacts my credit I will expect compensation as ADT is entirely at fault.

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

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ADT sold me ****** cameras. They installed them but they have never worked. I have contacted *** customer service several times but then they do not return my calls or emails.

  

  Business response

  11/18/2024

  ADT has a service visit scheduled with Mr. ***** on December 3rd to resolve his camera issues. 

  Customer response

  11/18/2024

   
  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

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The current installed ADT system is not working properly. I have been a loyal customer for the past 15 years. I have been on the phone with them for the past 3 hrs trying to get a tech to come out to the residence and get everything working again but to no avail. It has been extremely frustrating. They have tried to sell me a new system upgrade which I didn't ask for. I have used their telephone support 6 or 7 times trying to get the errors off the key pad , but their system doesn't work properly. The keypad beeps incessantly in the middle of the night keeping me up. I have changed the batteries on the sensors but the sensors still show a low battery signal. I have tried to reach customer service to cancel my account but of course there is no human to talk to to. I am paying for a service that is broken and ADT does not believe in sending a tech to fix the issues.

  

  Business response

  11/19/2024

  An ADT technician was at Ms. Tamhanes site on 11/19/24 and corrected all outstanding issues with the alarm system. Ms. ******* confirmed the alarm system is now working properly

  Customer response

  11/19/2024

   
  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,
  
  Aru *******

• Initial Complaint

  11/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am trying to cancel my services with ADT effective November 6, 2024. They are wanting to charge me for another month where their equipment is not installed and they cannot provide the service. I've switched to another vendor. It is unethical to charge me for another month of service that they cannot provide!

  

  Business response

  11/19/2024

  We reached out to the customer and apologized for any frustration or inconvenience endured with the service. We expressed our appreciation for the customer being a longtime loyal customer since 04/27/2013. After review of the account, we explained per the contractual agreement terms it does state we require a 30-day notice when cancelling the account. After further review, we explained the 30-day cancellation notice was submitted on 11/06/2024 and the account was set to cancel on 12/06/2024. We explained based on the customers tenure, we have agreed to waive the 30-day cancellation notice and have cancelled the account completely effective effectively immediately with ceasing the monitoring. We also explained as a goodwill courtesy, we have waived the last month of monitoring that covers 11/01/2024 through 11/31/2024 for $45.77. The account reflects a zero balance, and nothing further is owed to ADT. The customer understood and is satisfied with the resolution. 

  Customer response

  11/19/2024

   
  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

  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,
  
  ******* ******

*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. ↩