BBB Serving Southeast Florida & the Caribbean — Local services in West Palm Beach

I have used ADT for years. While their service is fine their customer service is horrible! I sent written notice that I wanted to cancel my service. Two weeks later my service was discontinued as requested. However, I was sent a bill as usual only the price had increased. I called. No resolution. After 7 phone calls, over several weeks, including two very rude hang-ups by managers no less, I was informed my account was still active and being billed. I was even lied to and told there was no record of any calls! Only one employee (named Abraham) was honest and could see the history and the problem. I finally got connected to a person who "officially disconnected my service but said it was as of April" This was the end of February and I had been disconnected since mid-January!! She tried multiple times to upsell me on packages to get me to stay with ADT, instead of just doing what I asked. (At one point she actually said, "Now don't yell at me but"...as she proceeded to read one more offer) She then transferred me to billing who wanted me to pay $120. I refused! I told her that I wasn't paying for service I hadn't received and if this didn't get resolved today I was contacting the Better Business Bureau. She hung up on me!!! Even in the dispute resolution with the BBB Gabe Marconie, a rep for ADT rudely informed me that I didn't understand the purpose of BBB. An A+ rating with the BBB wasn't a reflection of the company's business practices but only it's ability to resolve disputes with customers! I see. You don't care how you treat your customers! You only care how you resolve disputes once they get so fed up with your rude, incompetent employees that they have to get the BBB involved? Contrary to your words Mr. Marconie, the Better Business Bureau is all about trust in the community and maintaining ratings for companies that earn the community's trust not just trying to fix it after you have broken it! You deserve an F- for your employee's rude and incompetent customer service! You do a mighty disservice to the people who actually man the phones and respond to the alarm systems. We have had no problem with that part of the business. But because of your horrible customer service we will NEVER...

When my washing machine stopped working last week, I filed a claim with my warranty provider. The service technician that was dispatched to my home was rude, lazy, and unprofessional.

He wasn't in my home for over 10 minutes before he informed me that I didn't have a warranty on my washer. I knew I did because I update my warranties every year. He left and another appointment was made for the next day. The company did a no call no show.

When I informed the warranty company, they doubled down that it was the only company they could send. I spoke with two managers, neither followed up on returning my calls.

Therefore, I had to get BBB involved. Once I filed a complaint, another service provider was dispatched, and the technician successfully diagnosed the problem.

However, that was only part of the issue. The BBB worked diligently to ensure I received a satisfactory resolution from the warranty company in a week!

The warranty company settled my claim and covered the cost of a new washing machine in addition to crucial out of pocket expenses I may have incurred. Our new washing machine will arrive tomorrow!

As the mother of a child who was diagnosed with autism, I am so grateful to the BBB for a plethora of reasons. One of her chores is helping with the laundry. Since it's been broken, she's been extremely upset that she hasn't been able to help with the laundry.

Most parents of children with autism understand that fostering independence and adhering to schedules and daily routines is vital for ongoing cognitive development.

I can't express enough gratitude to the BBB and especially "Gwen J" (BBB) and "Sonya G" (warranty company) for demonstrating an exceptional level of compassion and diligence in correcting the shortcomings of the warranty company's customer service agents.

Thank you all very much! My family and I wish you a wonderful and prosperous...

I contacted the BBB less than 24 hours ago. I was in a dispute with ADT Security Service. I received equipment from ADT approximately 10 days ago. I ordered it for a specific building for which I told the sales person, no other "retail" camera had worked in because it was metal, so that's why I was calling a professional. He assured me the equipment he was going to send me would work. I received the equipment, and it unfortunately did not work for my purpose. Quite honestly, I was pleasantly surprised by the monthly monitoring service fees with ADT, the payment plan for the equipment was very reasonable, and I was looking forward to being a valued customer of theirs. I called ADT who said they would cancel my service, but would not take back the $500 worth of equipment that they sent to me. I was honestly in disbelief about this. They would cancel my service, but would not take back their equipment, most of which had never been opened. So, I contacted the BBB yesterday at approximately 2:00PM. This morning, I already had an email from the BBB, providing me with a complaint number. At approximately 10:00AM today, I received a call from ADT, who very graciously agreed to take their equipment back. My hat is off to the BBB. I cannot believe first of all, how quickly they responded to me, and how quickly they contacted ADT, and that the problem is resolved in less than 24 hours. This is the first time I have ever filed any sort of issue with the BBB, but it's good to know they are on the side of the consumer, and work with both the consumer and the business to reach an outcome that both are satisfied with.

I'd give the BBB 100 stars if I could, but will definitely give them a top review...