ComplaintsforADT Security Services

• 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

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought their services when we moved into our new house 3 years ago (about August 2021). From the start there were major problems. I'll highlight the main issues below. 1) First week in our remote opener for the garage stopped working. All attempts to reach customer service was unsuccessful and the nearest home office was in the next state over at the time. This never got fixed so where just never got to use the remote garage door opener.2) Cameras hardly worked after month 6. The live feed would work but they REFUSED to record properly. All settings were checked/verified but they wouldn't record anymore. Again, we tried multiple different numbers fur ADT and none of the lines worked 3) Our glass break sensor and garage tilt sensor started malfunctioning about a year in so at this point all that even worked properly were the door sensors.4) 2 years in the panel and entirety of the ADT system stopped functioning altogether. We ended up having to file a complaint with BBB to get somebody sent out here and all they did was get the panel and garage tilt sensor working. Then, once again ADT was unreachable.5) We set up ADT for auto-pay when we first got the system and just after the 2 year mark they just suddenly stopped pulling their monthly payments. The way we saw it, they haven't been fulfilling their services from the start so we just decided not to continue paying them. Fast forward to now (after ADT was sold I believe), I finally can reach a person again. Unfortunately, they wouldn't hear me out and already sent my account to collections and refuse to speak with me. The collection company (who was super nice) told me I would have to pay $909 to move any farther forward on this. I'm not paying a ******** I'm stuck with a pile of ADT's equipment. I even offered to send it all back to them so it didn't just end up in the trash and they wouldn't talk to me because of them sending the account to collections AND THEY NEVER EVEN REACHED OUT TO ME ABOUT IT FIRST.

  

  Business response

  11/18/2024

  This was an install by Safe Haven in 2021.  ADT records do not show any request for service.   As a goodwill, ADT has waived the early contract termination charges.   The remaining past due balance is $349.22 and that was for recurring charges..

  Customer response

  11/18/2024

   
  Complaint: 22518152
  
  I am rejecting this response because:
  

  ADT records wouldn't show any requests for service from us because every time we tried to call or submit for support we couldn't get through to anyone, therefore we were unable to get anything submitted. This went on for nearly a year. Please consider the following:

       1) The services we were being charged for weren't working. (Cameras weren't working, MyQ garage opener never worked, and we continued paying for the equipment well after the second year, which was not what we signed for with the door salesman that got this all going for us 3ish years ago. After 2 years the equipment was supposed to be paid for and then we'd only be paying for the emergency response monitoring.)

       2) This was set up for automatic withdrawal and I myself never stopped those payments and then I didn't hear about it (revieced no calls or anything) until it had already been sent to collections. This essentially barred me from talking with support when I tried to call and discuss this whole mess again on Nov 5th.

       We were plagued with issues from the start and ADT records should show that we already had to contact the BBB once just to look at our tilt sensor in the garage. But when the guy left ADT was once again unreachable and we still had other issues with the system. I suppose I could have just kept reaching out to the BBB but that didn't sound reasonable to me. I didn't have the time or desire to keep fighting this until I was informed by collections that I owed a small sum of money. 

       My proposal, if they will consider it, is this; If ADT is willing to waive what is currently owed entirely and start fresh with us, I would be willing to give the service another chance. I may even add a device or two. I'd need to communicate with a *** to hopefully get everything actually working again (because half the system never worked for us). This way I won't have to back-pay for a service I had, but was unable to to use, and ADT can continue to receive our business going forward.

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

  

  Business response

  11/18/2024

  The account has been closed for non-payment twice since the original install by Safe Haven on 9/8/21. Any issues with the install from 2021, should have been directed towards the installing company at that time.  The customer signed a ****** contract with Safe Haven.  The auto pay was stopped because the customers bank advised ********************** that the account for the payment method has been closed. 
  
  ADT did communicate with the customer on the past due status.  Emails were sent to the customer at the email address that was provided to ADT.   The customer also logged into their **************************** account, and the billing could be viewed.  Calls were made to the customer as well.  After the account was reinstated 4/24/24,the customer did not report any issues to **********************. The account does not reflect any payment from the customer after the system was reactivated in April 2024. 
  
  ADT has waived the early contract termination charges as a goodwill.  The remaining past due balance is $349.22.  No additional credits will be applied.

  

  Business response

  11/18/2024

  The account has been closed for non-payment twice since the original install by Safe Haven on 9/8/21. Any issues with the install from 2021, should have been directed towards the installing company at that time.  The customer signed a ****** contract with Safe Haven.  The auto pay was stopped because the customers bank advised ********************** that the account for the payment method has been closed. 
  
  ADT did communicate with the customer on the past due status.  Emails were sent to the customer at the email address that was provided to ADT.   The customer also logged into their **************************** account, and the billing could be viewed.  Calls were made to the customer as well.  After the account was reinstated 4/24/24,the customer did not report any issues to **********************. The account does not reflect any payment from the customer after the system was reactivated in April 2024. 
  
  ADT has waived the early contract termination charges as a goodwill.  The remaining past due balance is $349.22.  No additional credits will be applied.

  Customer response

  11/18/2024

   
  Complaint: 22518152
  
       I am rejecting this response because I will not pay for services I did not receive. At this point, I retract my offer to work with ADT on this at all going forward. I do not have anymore time to waste on ADT. They have been one of the worst companies I've ever engaged with. I work as a regional IT engineer here in **** and I will make sure to recommend against them in the future. I hope this was worth a measley $300. Thank you for your time.

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

• Initial Complaint

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  To request refund for unauthorized debit to my SSFCU checking account for October 30, 2024, service appointment.

  

  Business response

  11/12/2024

  ADT serviced customer equipment on 10/30/2024, technician advised customer equipment was old, and would need to be replaced, and replacement is not covered under service plan. The customer agreed to purchase *********, technician provided quote to customer, with discount, customer agreed.Charges for service visit are valid.

  Customer response

  11/12/2024

  Thank you for looking into this matter and for your response.

   

  I dispute the ADT claims that the technician informed me that the equipment was old and had to be replaced with my approval.  The technician said nothing regarding any charges nor did the technician present any documentation to me regarding these charges. I never signed any documentation for signature.  It appears that ADT has fabricated a document trail after the fact in their attempt to substantiate these charges. I do not accept ADT's response as being accurate, honest, and valid.

   

  Thank you,

  ****

  Customer response

  11/13/2024

   
  Complaint: 22514350
  
  I dispute the ADT claims that the technician informed me that the equipment was old and had to be replaced with my approval.  The technician said nothing regarding any charges nor did the technician present any documentation to me regarding these charges. I never signed any documentation for signature.  It appears that ADT has fabricated a document trail after the fact in their attempt to substantiate these charges. I do not accept ADT's response as being accurate, honest, and valid.
  
  Sincerely,
  
  ***** *****

  

  Business response

  11/18/2024

  ADT reviewed charges with customer, verified all charges are valid. ********************** offered to waive charges for equipment add-on job in the amount of $500, as a token of good faith.  

  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

  11/04/2024

  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,
  
  ***** ***

• Initial Complaint

  11/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  September 2024 - Informed ADT Security Services that I would not be renewing my contract with them when it ends in September. I called on 10/2 to ensure my account was cancelled and was told it's showing as active. I once again requested the account be closed. The *** assured me the account would be closed. On 11/12024 when I checked my account I saw that ********************** had submitted for another payment on 10/31/2024, keep in mind they also pulled a payment on 10/1 so that's twice in one month they requested payment of $79.02. I spoke to Yaidth, a *** at ADT and she said my account was still showing active. She transferred me to ******* ***** who said unfortunately because they need 30 day the payment will be taken for November. This is a continuous cycle with them and it's feeling like they have fraudulent termination practices in place. They were not authorized to take money out of my account after 10/1/2024.

  

  Business response

  11/04/2024

  Upon review of the account, There is not a recorded call from the customer in September of 2024, but we can confirm the customer wished to cancel the service and not renew. As a sign of goodwill and to de-escalate the customers concern, ********************** has agreed to refund $158.04. This balance reflects 2 full monthly payments of $79.02. The amount is being refunded back to the clients **** card and should reflect back on their account in 3-5 business days. ADT called the customer this morning and left a detailed message, weve also sent email to the customer confirming this resolution as well. As we feel **** honored the customers request for refund, ********************** considers this matter closed. Should the customer respond to ********************** with any other concerns, well address at that time. 

  Customer response

  11/08/2024

   
  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,
  
  *** ****** ****

*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. ↩