Complaints

This profile includes complaints for ADT Security Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ADT Security Services

  1501 Yamato Rd Boca Raton, FL 33431-4438

  
• 

  ADT Security Services

  814 Arion Pkwy Ste 220 San Antonio, TX 78216-2837

  
• 

  ADT Security Services

  1400 Montlimar Dr STE B Mobile, AL 36609-6513

  
• 

  ADT Security Services

  5001 Howerton Way Ste A Bowie, MD 20715-4459

  
• 

  ADT Security Services

  47-40 21st Street Long Island City, NY 11101-5448

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/21/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 28, 2025, I received a bill for $980.29 for two years of payments. My ADT account was on autopay, and the system didn't do the automatic charge as it had done for the previous years. I paid the bill of $980.29 on February 26, 2025. I received another bill on April 4, 2025, to pay $934.05. I spoke to an ADT representative on the same day and was told that the system made a mistake and it was supposed to read a credit. How is a credit possible? On May 11, 2025, I received another bill for $810.84. What in the world is going on! ADT's financial department needs rehauling - from the employees to the computer hardware. I have been with this company for over 15 years and have never had problems until the past 2 years. I have been very patient with ADT blunders, it's time to hire a new company.

  

  Business Response

  Date: 04/24/2025

  ADT has reviewed the customers account. It appears the ********************** billing system didnt bill the customer for 2 years. We contacted the customer and has confirmed that she submitted a payment on 02/26/2025 in the amount of $980.29. ADT also adjusted the balance on the account and issued a credit on 02/25/2025 in the amount of $934.05. As a goodwill, ADT submitted a refund in the amount of $810.84. The remaining $123.21 went towards the next billing cycle.

  Customer Answer

  Date: 04/24/2025

   
  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. Thank you, ADT representative **** for your quick response and professionalism. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After a lightning strike that our alarm system, monitored by ADT, would not set. One technician came out on 1/2/2025, disabled the fire/smoke circuit and thought the problem was a sensor. Two technicians came out on 1/15/2025 and replaced two sensors. It did not fix the problem. One came back later to and said we were basically looking at a new system, at which point I said no. I now have a $955 invoice from ADT on my bill for this service that did not correct the problem.Speaking with ADT account management, they were willing to reduce the bill by $380 however I am only willing to pay for the initial work order on 1/3/2025 where one technician came out that totals $293.36. The technicians, while nice, obviously did not know how to properly troubleshoot our 20 year old wired alarm system. They should have known how to test the fire/smoke circuit and to then be able to say 'The circuit is fine, you definitely have a bad board in your system'. Instead they proceeded to 'troubleshoot' our system by a lengthy trial and error system of replacing sensors. If the technicians had the proper training and experience we never would have had such a high charge. They were also constantly referring to their tablet for information on the system so again. they clearly did not know about the system they were dealing with. According to the *****************************, ADT is *****-licensed fire alarm company. To send technicians with this poor level of training and experience is beyond shameful and borderline incompetent.

  

  Business Response

  Date: 04/22/2025

  ADT has worked directly with Mr. **** and has agreed to reduce the charges for the work order to $300.00.

  Customer Answer

  Date: 04/22/2025

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

• Initial Complaint

  Date:04/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was overcharged for ***lacement of battery for main circuit box. The ***air contractor charged me $267.24. I informed the contractor I was quoted another charge by customer *** when I called to schedule appointment. He told me to contact ADT to discuss. He posted charge to my ADT account. I did contact ADT and the customer *** informed me I had been overcharged $59.00. A refund check would be issued. I called again to discuss with Account Manager. After researching she said the charge should have been $126.24. She would credit the account $81.64 and the rest would be the refund check in the amount if $59.00 okayed by customer *** with manager's approval. I never received refund check. I called and I was told that check had been cancelled without explanation. Customer *** would transfer me to Accounting, but hung up the phone without transferring. No one has called from Accounting to resolve.Please note I have been a customer since 2003.

  

  Business Response

  Date: 04/21/2025

  ADT has reviewed the account and determined the charges assessed are valid. The service call created on 1/31 was to have batteries replaced which would not be covered under ADTs maintenance plan. When a service call is not covered the cost of labor, parts, and assessment fee would be billed to the customer. We did see notated the customer was overcharged and a refund of $59 was requested but was denied as there was no credit balance. Due to the customers tenure ********************** has agreed to reduce the service call to $126.64 as a goodwill gesture. We applied a credit of $59.36 which applied to the service call. ADT has spoken with the customer and went over our findings and the credits provided. Final balance owed is $176.34.

  Customer Answer

  Date: 04/22/2025

   
  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

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Monday April 14th I called ADT to ask what the process and cost would be IF I wanted to cancel my services. I did NOT authorize cancellation.I discussed the process with someone in the cancelations **** until they could not produce a document outlining the cost of cancelation. I was then transferred to the ****************** to see if they could provide a document like that. I was told no, that they could only send me the contract. I received the contract via email. I absolutely did not authorize my contract to be canceled, I called to see what that process was. This morning I woke up to a $844.13 charge taken out of my account which is what it costs to cancel my equipment contract. Then a remaining balance of $1279.83 for the monitoring due May 7th. I did not cancel my service, but ADT took it upon themselves to cancel it without my consent.

  

  Business Response

  Date: 04/23/2025

  ADT has worked directly with the customer via social media to address and resolve her concerns. We have reactivated the account and have processed the refund back to her original form of payment and have reversed any fees that were charged to her account.  ********************** sincerely apologizes for the frustration this has cause Ms. **** and we do appreciate her allowing us the opportunity to assist her with the resolution.  

  Customer Answer

  Date: 04/23/2025

   
  Better Business Bureau:
  
  I am not satisfied with the process or how ADT breached the contract. 

  This caused a major hardship. 

  Due to them breaching the contract it should be absolved without penalty. 

  I will accept the refund.

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

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23216408
  
  

  I am not satisfied with the process or how ADT breached the contract. 

  This caused a major hardship. 

  Due to them breaching the contract it should be absolved without penalty. 

  I will accept the refund.

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

  
  

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I have alarm systems with ADT with my Arizona house and my Reno house. I am in process of selling my Arizona house. My addresses are: ******************************************** and *******************************. My name is Anathea (first name) C (middle initial) ****** (last name). Cell ************. - I first called in Mid March to set up service in ******. The ***resentative told me service would be set up and quoted $500. I knew this was not the cost given the number of cameras. I asked her over and over again if this was correct and she insisted it us. She did NOT offer financing. - I called back in late March and spent almost 2 hours on the phone with multiple ***** I spoke at length with Taylo and we discussed the number of sensors and cameras I wanted, as well as financing. He noticed that my account had been entered incorrectly, probably by the *** in *** March as it had been correct before. It had my last name as "C ******" even though C is my middle initial. He rebuilt my account, which took close to an hour, and then said financing was approved. - However, when the *** came on 3/31, there was no record of financing. We tried calling ADT but the *** told me my credit information kept saying "no response" and I had to call Equifax. The *** was borderline rude and lectured me on the "no response." The tech received permission to install anyway and I could call back within 30 days to pay for the system. ADT did NOT tell me that I could not finance the system if I installed that day. I did call Equifax (no problem) and called ADT again. ADT will still not allow financing or acknowledge responsibility for the error their *** made. The customer relations person would not speak to me on the phone and only will say that they are firm in their position to only allow 3 months payments vs flexible financing. This was a terrible experience.

  Customer Answer

  Date: 04/15/2025

  The issue here is ADT's error in entering my name in the computer (ie listing my last name as C ****** instead of ******).  C is my middle initial. This caused them to not be able to get a credit report for me. As the installation went forward (I did not understand that it could not be later put on financing as this was not explained to me), they are now saying there is nothing they can do. However, the error was entirely theirs and they are not acknowledging this, nor the many hours I spent trying to talk with them about the situation. In addition, before all of this happened, I tried changing my expired credit card information with them for monthly billing. I spent over an hour on the phone and was assured it was completed. And yet, I was then "accused" of not paying my bill when I called about the new installation. Finally, I have now received emails and phone calls from FOUR different people asking if I wanted to move my services after selling my home in *******. This is what I had called about to begin with. ADT does not seem to record anything the customer tells them and it is a very significant waste of time. The customer relations person also would not give me a phone number so I could discuss the matter and ensure she understood. I finally said I would file a complaint with BBB. 

  

  Business Response

  Date: 04/16/2025

  ADT has explained to Ms. ****** that the installment loan agreement would need to be established prior to installation of services and cannot be added after the time of installation. ADT has explained to Ms. ****** that initial agreement was enrolled in the three-payment method but as Ms. ****** added equipment at the time of the installation the three payment was removed.ADT has placed Ms. ****** into the three-payment method for the cost of the equipment. 

  Customer Answer

  Date: 04/16/2025

  There is clearly nothing more I can do regarding this matter. My concern is that ADT has not accepted any responsibility for the events that transpired. However, there are clearly no repercussions for the company. 

  Customer Answer

  Date: 04/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me but I have no other recourse.  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/15/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The door sensors regularly say that they have been opened when they have not. We rarely arm the system because of the numerous times that the door sensors falsely say that they have been opened. We did arm the system april 1st and there was a false alarm that the police responded to. We have tried replacing the equipment and doing video trouble shooting, neither have worked. I so not feel comfortable arming the system due to the likelihood of false alarms. I would like to cancel the service without being required to pay 75% of the remaining balance.

  

  Business Response

  Date: 04/16/2025

  ADT has reviewed the account, and our records indicate that there has been one virtual service call on October 21, 2024. During that appointment, the technician confirmed that your DIY-installed system was set up correctly and that no issues were found.
  
  ADT did offer to schedule an additional virtual service call to further assist, but that offer was declined and instead requested to be released from the agreement without any fees. We apologize as ADT is unable to accommodate the request to be released with no additional fee which the customer has been advised by several of our team members as well as our social media team.  

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23207474
  
  I am rejecting this response because:

  There was a virtual service call on October 21st that confirmed that the system was set up correctly.  Despite the confirmation of the proper system set up, the system still regularly falsely reported that a door had been opened. In addition to the confirmation of proper system install, the equipment has been replaced and there are still false alerts of a door opening that has not been opened. 

  ADT did offer to schedule an additional virtual service call to further assist, but I am not sure what purpose that would serve since they already confirmed that the system was set up correctly.  The virtual calls are not convenient and the previous virtual representative had technical issues and needed to spend time troubleshooting the video.  The virtual call was not enjoyable, and I do not wish to waste more time when proper installation was already confirmed. 

  We decided to arm the ADT security system before we went to sleep April 1st.  We have been hesitant to arm the ADT system due to the number of false alert door openings, and unfortunately we were woken up by police officers investigating our front yard just before midnight April 1st 2025. My significant other works in the medical field and I am an elementary school teacher.  We both need to be to work early in the morning and being woken up because of a false alarm is detrimental to our health, both physically and mentally.  It is also a waste of community resources to have police offers respond to a false alarm when they likely could be needed at other locations, possibly to save someone's life. 
  

  I requested to be released from the ADT contract April 2nd.  I was told that I would receive an email from them regarding my request within 48 hours.  I have not, as of yet, received any email from ADT regarding my cancellation request.  I called about a week or so later and was informed that my request has been denied and if I wish to cancel, I am responsible for 75% of the remaining contract. I believe that cost would be $450 plus $175 for the equipment. 
  

  I was told in an email on April 15th from ***** *. with ADT security services that my only other option would be to remove the sensor that is causing the false alarms.  Why would I continue to pay for a service when I am unable to use it?
  

  I am reaching out to the Better Business Bureau to assist me in this matter.  If the ADT products and service worked as advertised, I would have no issues keeping the product for the remainder of the contract and possibly resubscribing to the service.  But the products and services do not work as advertised.  I have completed a virtual service call, replaced the equipment, and still the police were wrongly called to my house for a false alarm.  I have done everything that ADT has suggested to try to make the product work properly, and it still does not work. I also do not feel comfortable arming the system because of the risk of wasting valuable community resources and being woken up in the middle of the night because of another false alarm.

  Thank you for your understanding in this matter. 
  

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

  
  

  

  Business Response

  Date: 04/17/2025

  As ADT stated previously, the charges on the account are valid and billable. ADT stands behind our decision.   

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23207474
  
  I am rejecting this response because of all the reasons listed earlier.  The product does not work properly. The reasons for my rejection have been shared.  They are as follows -
  

  There was a virtual service call on October 21st that confirmed that the system was set up correctly.  Despite the confirmation of the proper system set up, the system still regularly falsely reported that a door had been opened. In addition to the confirmation of proper system install, the equipment has been replaced and there are still false alerts of a door opening that has not been opened. 
  ADT did offer to schedule an additional virtual service call to further assist, but I am not sure what purpose that would serve since they already confirmed that the system was set up correctly.  The virtual calls are not convenient and the previous virtual representative had technical issues and needed to spend time troubleshooting the video.  The virtual call was not enjoyable, and I do not wish to waste more time when proper installation was already confirmed. 
  We decided to arm the ADT security system before we went to sleep April 1st.  We have been hesitant to arm the ADT system due to the number of false alert door openings, and unfortunately we were woken up by police officers investigating our front yard just before midnight April 1st 2025. My significant other works in the medical field and I am an elementary school teacher.  We both need to be to work early in the morning and being woken up because of a false alarm is detrimental to our health, both physically and mentally.  It is also a waste of community resources to have police offers respond to a false alarm when they likely could be needed at other locations, possibly to save someone's life. 
  I requested to be released from the ADT contract April 2nd.  I was told that I would receive an email from them regarding my request within 48 hours.  I have not, as of yet, received any email from ADT regarding my cancellation request.  I called about a week or so later and was informed that my request has been denied and if I wish to cancel, I am responsible for 75% of the remaining contract. I believe that cost would be $450 plus $175 for the equipment. 
  I was told in an email on April 15th from ***** *. with ADT security services that my only other option would be to remove the sensor that is causing the false alarms.  Why would I continue to pay for a service when I am unable to use it?
  I am reaching out to the Better Business Bureau to assist me in this matter.  If the ADT products and service worked as advertised, I would have no issues keeping the product for the remainder of the contract and possibly resubscribing to the service.  But the products and services do not work as advertised.  I have completed a virtual service call, replaced the equipment, and still the police were wrongly called to my house for a false alarm.  I have done everything that ADT has suggested to try to make the product work properly, and it still does not work. I also do not feel comfortable arming the system because of the risk of wasting valuable community resources and being woken up in the middle of the night because of another false alarm.
  Thank you for your understanding in this matter. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 04/22/2025

  ADT stands behind our previous resolution, the charges on the account are valid and billable.

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my Alarm which was paid for years ago. The reason for service cancellation at ********************* Mary ** was simply because of the lack of professional service. Smoke alarm went off 4 times last weekend and I gave the code and explained that I burnt something I was warming up. They sent the fire department to my house despite the all clear by me. I was then told that I still had to give ADT 30 days to cancel my service at **************** only.

  

  Business Response

  Date: 04/15/2025

  We were able to speak with Mr. ****** regarding his concern.We agreed to waive the thirty-day cancellation notice and we refunded his ***** monitoring payment in the amount of $79.03. The funds will be available on his checking account within seventeen to twenty business days. We emailed him a confirmation.

  Customer Answer

  Date: 04/20/2025

   
  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,
  
  ******** E ******

• Initial Complaint

  Date:04/14/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold my townhouse in August 2024 and gave them notice of property sale. ADT refused to cancel my contract and instead forced me to sign another contract to avoid a cancellation fee. ADT has continued to auto bill my credit card and has sent my first contract to collections. This is truly unethical and I want a full review of the issue. They wouldnt allow me to speak to a supervisor and now theyre trying to ruin my credit. Be warned of the lengthy contracts they force you to sign even if youre no longer the property owner.

  

  Business Response

  Date: 04/15/2025

  We were able to speak with Ms. ******* regarding her concern. We confirmed a new ADT account was activated at her new address, and we have waived the cancellation amount owed from her previous address. We have notified the collection agency to cease communication to Ms. ******** We emailed her a confirmation.

  Customer Answer

  Date: 04/15/2025

   
  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

  Date:04/14/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** control panl is stating that it has a Back door Low battery. We called it into the first Tech at the ************ , he explained that we need to put the battery back into the control panel and allow it to recharge itself for 24 to 48 hours. Yes, we did tell him it stated the Back door panel at which we don't have anything at our back door. So we call back on Friday night and Got Ricado which told us that our account was deactivated and showed the system was not in service. He did not ask for the code word on the account nor if the account was listed in another number. He informed us that if the alarm went off the police or fire department would not respond!! All Due to the account is not active. So I asked why are we paying over ****** a month for service from two different accounts??

  

  Business Response

  Date: 04/15/2025

  We were able to speak with Mrs. ***** regarding her concern.We confirmed that she does have an active ADT account with us. We provided her the active account number for future reference. Also, we scheduled a no charge service visit for this Saturday, 4/19/2025, to replace a door sensor battery.

  Customer Answer

  Date: 04/16/2025

   
  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,
  
  ******* *****

  Customer Answer

  Date: 04/19/2025

  After waiting all day for the tech to come for an appointment., at 4:50we call adt service to see why the tech had not arrived.  We were told that they called - ********** @ 0830 to let us know due to the holiday it needed to be scheduled.  Then they couldn't scheduled it until Wednesday April23rd. Corp is who sat this appointment up and Corp Just had us to sat and waste our time for an scheduled appointment that never took place system still not fixed with a battery installed. Is this how ADT take care of their customers! ****** off ********************** customer!!

   

  Customer Answer

  Date: 04/19/2025

  Reminder: ************ Appointment Is Scheduled for 4/19/2025 between 12:00 PM - 4:00 PM Information...

  

  Business Response

  Date: 04/22/2025

  We communicated with Mrs. ***** earlier today, 4/22/2025,via email. Another technician was dispatched yesterday, 4/21/2025 and they were able to provide the correct battery for replacement. Mrs. ***** confirmed the issue was resolved.
  
  As a courtesy due to the technician issue that occurred on Friday, 4/18/2025, we provided a credit of $190.17 to cover their current and past due balance.

  Customer Answer

  Date: 04/23/2025

   
  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

  Date:04/13/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We owned two houses and had two ADT alarm systems. One in ******, ** and one in *************, **. We sold the ****** property last year and terminated the contract on both houses at that time due to the ************* property about to be demolished and rebuilt. I contacted ADT first last May 2024 to cancel both contracts.The first phone call I was informed we couldn't cancel the contract on the ****** house because we had an unfulfilled contract. I was then told the only way to meet the contract continuation requirement was to purchase an additional system. Since we no longer needed one, my mother took delivery of a new, scaled-down security system which was charged to my account to meet the contract requirement. I was also told she needn't install anything. All that needed to be done is to make ONE monthly payment for it, then I could cancel that contract for $220 and change, which would then fulfill the contract related to the ****** property and we would be done.Multiple lengthy phone calls to ADT between May and October regarding cancellation of the account resulted in what was supposed to be an $1100 credit to my account for fulfillment of the contract. My credit card showed the credit was pending. I was harassed throughout the repeated phone calls not to cancel the account. I informed them we no longer had a need for any system and did NOT want anymore ADT services. In October the credit was supposed to go through. It wasn't until early February when I realized not only did the credit never go through, but they had continued billing my credit card for an acct that supposedly no longer existed.More phone calls over the past few weeks, more promises that the account will be closed and I will receive the promised refund and now I am receiving more emails that my account is seriously past due. This is such a scam.

  

  Business Response

  Date: 04/16/2025

  ADT has cancelled Ms. ****** one outstanding account with no balance of contract charge. Ms. ***** has been added to ADTs do not call list per her request. 

  Customer Answer

  Date: 04/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I am not happy with the offer, I am accepting it to end the matter.  Let it be known that I am accepting this resolution offer in protest for lack of refunding the monies which ADT illegally took from me. However, I simply want this to end.
  
  Sincerely,
  
  *** *****