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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:
$446,408.00

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

149 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
3	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
144	Unanswered

149 complaints against ADT Security Systems Headquarters

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5/22/2025

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

Customer Complaint

4/28/2025

My grandma had a service done with ADT in December of 2024. The technician said he needed a card on file to complete the transaction and I can have the card removed afterwards. I saw a charge to my card but did not call ADT til January of 2025 to ask for my card to be removed. The rep informed me my card was removed. February and March and April I was charged again. I called and spoke with ADT again. Another representative informed me my card would be removed; that the last representative didn't complete the removal. I also called my bank and did a dispute with them. However, today, April 25,2025 I received an email that my card was declined trying to process the payment for ADT. The company is still keeping my card on file. This to me is fraudulent and feel each representative just said they was taking my card off file my did not. Something needs to be done please. The third rep name was Sebastian. Resolution Sought I would like them to stop trying to process a payment.

6/25/2025

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $3.00 Amount Settled: $0.00

Customer Complaint

4/22/2025

Hi, I tried to do a contract with ADT security for the cameras when they came to my house, they set up the security system in my house, but they didn't put the camera on and I told them that I call you guys because the cameras so now even the price I have a problem with the price they told me $70 I end up paying more than $100 so I just wanna cancel that business with them. I don't wanna do contract with them. They told me I cannot cancel it and I called them like five days after so now I really need help to leave that contract with them. I don't need to deal with them I just been right now almost 2 months with no cameras they install the cameras. Resolution Sought I just wanna cancel the contract. I don't wanna deal with adt

Company Response

6/12/2025

ADT contacted Sumiya on 5/1/25. ADT advised Sumiya that his request to cancel with no penalty falls outside his 3 day right orf rescission. Per the agreement signed by Sumiya, he was to secure his own electrician to complete installation of the floodlight camera. Further, Sumiya added additional equipment at the installation, increasing his cost.

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