CHARLOTTE — Katherine Allen says she and her husband were traveling, and they wanted something to protect their apartment just in case. So they went with ADT.
Allen says they had a three-year contract that ended in 2024, but she says the company kept withdrawing money after that.
“I usually check on our bank account and I kept seeing it come out and come out,” she said.
She was OK with that at first because she figured it was just a month-to-month basis. Eventually, they decided to cancel.
“We don’t need it because we’re senior citizens and we’re on a fixed income,” she said.
Allen says the company told her they had signed a 60-month extension in 2024.
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She insists she didn’t, and she says the electronic signature on the paperwork looks nothing like her regular one. She says she blocked the autopayments and that ADT started sending bills in the mail, demanding payment.
She says the business told her she could face “contract termination charges” for more than $1,000.
“They said we signed this extension. No, we did not,” she said.
At last check, ADT had an “A” rating with the Better Business Bureau, but more than 10,000 complaints in the last three years -- nearly 3,900 over the last year -- and a customer review rating of just over one star out of five. Customers like Allen claimed they somehow ended up with contracts they weren’t expecting. Some complained ADT makes it hard to cancel, and others say the company billed even after they did cancel.
The U.S. Department of Justice alleged ADT imposed unlawful contract termination charges on at least 3,400 service members who received military relocation orders.
ADT agreed to pay more than $1.3 million to settle.
Channel 9’s sister station in Orlando asked ADT about Allen’s concerns.
They didn’t answer questions about her signature, but sent this statement: “After reviewing Ms. Allen’s account and confirming the terms of the agreement, our team offered to cancel the service and waive the remaining balance of the contract.”
Allen says ADT did follow through on that.
Action 9 attorney Jason Stoogenke says, no matter what company you use, get a copy of the complete contract -- not just the signature page -- so you know the terms. If there’s a disagreement over an electronic signature, ask the company to send you an electronic signature audit trail and how they verified who actually signed that contract.
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