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ADT Security Systems Headquarters complaints

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1501 Yamato Road
Boca Raton, FL 33431 | Get Directions

(888) 238-2727

http://www.adt.com

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Total Amount in Dispute:
$443,323.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Complaint Closing Statistics

147 complaints against ADT Security Systems Headquarters closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
1	Making a partial refund
4	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
141	Unanswered

147 complaints against ADT Security Systems Headquarters

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7/17/2025

RESPONSE: Complaint was not answered Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

6/23/2025

We transferred our services from one home to our new home. My mother in law checked and we were told the home was compatible. When the agent arrived, he told us that we had to purchase new equipment and never checked the current equipment in the home. Called and complained, and we were scheduled to have ADT return to look at old equipment. On day of service we received a call stating there would be a charge for the technician to come out. This was not told to us when we filed a complaint and we felt it was not fair due to the initial installation not being completed with a check of the old system in the home. We felt we were unnecessarily upsold on a product rather than provide the service we requested. Resolution Sought At the point, we would either like for ADT to send out technician at no cost to check the current system in the home, or we would like to be released from contract at no cost/penalty due to horrible customer service and shady sale practices.

7/9/2025

RESPONSE: Agreed to make an adjustment Amount in Dispute: $115.06 Amount Settled: $0.00

Customer Complaint

5/13/2025

On Sep. 11, 2024 I requested my contract be cancelled upon expiation in December 2024. This is documented on my account information. This was not done and because my account was set up to pay automatically, I did not notice ADT continued to bill and receive payment until I noticed and contact ADT about the matter During that conversation, I was promised a bill of $41.62 would be reversed and I would receive no further bill. I also instructed my bank to stop any further payments to ADT. In May I received another bill for the $41.62 plus another mints bill of $73.44 for a total of$115.44. I called ADT today to once again stop the billing because I don't feel I should and I won't pay the bill. After a heated exchange with h the billing dpt. I requested to speak with a supervisor who insisted I had to pay the bill. Once again I told him I was not going to pay the bill, because they had already been paid for 3 months beyond the expiration of the contract. I am outraged at the business practices of this company and will never do business with them again. Resolution Sought Reverse the charge for the last bill and refund my payments for January, February and March. I would also like an apology for the distress they have caused me.

Company Response

6/27/2025

Hello. In September 2024, ADT received a call with the request to cancel services. A low battery alarm on the panel was causing the alarm to sound. The ADT rep sent out a battery at no charge and set up a virtual service job for 9/19/24 to assist with changing out the battery. The account was not closed because a service job was accepted. There were no other calls in 2024 with the request to cancel services. The ADT account is now out of service. As a goodwill, ADT has removed the balance due of $115.06. The ADT account now shows a zero balance. Please let me know if you have any questions. Thank you.

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