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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:
$418,110.00

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

139 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
5	Agreed to make an adjustment
0	Refusing to make an adjustment
2	Refuse to adjust, relying on terms of agreement
131	Unanswered

139 complaints against ADT Security Systems Headquarters

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9/9/2025

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

Customer Complaint

7/31/2025

In 2023 we bought a house, already had the security system installed, a rep from ADT came and wanted me to sign a contract, I told him I only needed a month to month contract, and he assured me I was signing a month to month, I ended up cancelling after a year, and we eventually moved out and sold the house, and I received a text stating I am in collection for $2,984.44. They provided me with a copy of contract with my name but not my signature. Half of the equipment did not even work from day one. I told them I did not want to be in a contract. I did not purchase/lease any equipment, it was already installed in the house. The only thing I bought was a new front door camera, which was paid for on our first bill. After that it was just our monthly service. Resolution Sought Not be liable for the $2984.44.

Company Response

8/27/2025

Sorry for the delay in response. We spoke with the customer on 8/19/25 about his complaint and found the contract he signed was for 5 years. The equipment installed was to be financed for 5 years which is the full term of the contract. The customer was assessed the balance of contract fee for not fulfilling the contract and the equipment loan also billed out in full. We were able to waive the balance of contract fee totaling $2066.85 as new services are at that home. We told the customer the final balance owed is $881.59 which the remaining cost owed of the equipment. No further action will be taken, and we closed the case.

8/10/2025

RESPONSE: Complaint was not answered Amount in Dispute: $3,000.00 Amount Settled: $0.00

Customer Complaint

7/15/2025

My security system has not been working properly, for the last several months. I called ADT, customer service representative. Multiple times, been switched to, different representatives. I've had multiple technical people come out to my. House with no results. No one has tried calling me. I'm still being charged for a security system. That doesn't work properly. Resolution Sought I would like a refund, and not get charged for anything.

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