According to the Better Business Bureau, the top three customer complaints against alarm monitoring company The ADT Corporation are problems with the product or service, billing and collection issues, and advertising sales issues. These complaints accounted for 99 percent of the 4,311 complaints lodged by customers with the BBB for the past three years, as of October 2015.
Despite the large number of complaints, the BBB assigns a rating of A+ to the company because the number of complaints accounts for only a small percentage of its 6.4 million total customer base. The company also responded to 4,308 of the complaints.
In contrast, Alarm System Reviews assigns ADT a 1.5-star rating out of five stars based on 454 customer reviews. The top five customer complaints were high prices, aggressive up-selling, nickel-and-diming, poor customer service and cancellation hassles. Only 5.95 percent of reviewers assigned ADT a five-star rating, while 82.16 percent gave it a one-star rating. The website attributes the overwhelmingly poor customer reviews to the fact that ADT uses a network of 400 dealers all over the United States to install and service its alarm systems. Service quality levels may vary among dealers.
Headquartered in Boca Raton, Florida, ADT is the largest security firm in the United States and Canada, offering alarm monitoring services in 35 countries. Its services include electronic security and fire alarm protection for residential customers where it corners 25 percent of the U.S. market as of 2013, and for small businesses where it holds 13 percent market share. Founded in 1874 as a telegraph company, ADT's revenues in 2014 reached $3.4 billion.