ADT sues call center over alleged scheme to divert customers to rival Vivint
By SSN Staff
Updated 1:30 PM CDT, Fri June 26, 2026
BOCA RATON, Fla. – ADT Security has filed a lawsuit against a call center claiming that it is using deceptive practices to divert ADT customers to its largest competitor.
Allegations of impersonation
In the lawsuit, filed June 24 in the U.S. District Court for the Western District of North Carolina, ADT and its alarm services operating company ADT LLC, allege that National Sales Partners “masquerades as ADT, or an affiliate of ADT, and falsely informs the customer that ADT is no longer servicing accounts in the customer’s area.”
Lookalike phone numbers at center of dispute
At the crux of the complaint, ADT says it has long maintained and provided 1-800-238-2727 (a.k.a.1 800-ADT-ASAP) to customers and the public for customer care and service needs. In concert with ADT’s largest competitor, Vivint Smart Home, Inc., the complaint states, National Sales obtained numerous 1-800 phone numbers one-digit off the above number (for example, 1-800-237-2727, versus 1-800-238-2727) and that National Sales has registered at least 11 additional numbers that are similarly one digit off the ADT number.
Vivint is not named as a defendant in the lawsuit.
Claims of customer diversion to Vivint
When customers mistakenly dial these nearly identical numbers, they are routed to National Sales agents rather than ADT. Once connected, the complaint alleges, National Sales representatives impersonate ADT or claim affiliation with the company. They falsely inform callers that ADT no longer services their area or has transferred accounts to Vivint. Customers are then told they must upgrade their systems to maintain service, prompting them to agree to appointments with Vivint. At that point, Vivint technicians allegedly replace ADT equipment and enroll customers in new contracts—often without the customers fully understanding that they are switching providers.
The lawsuit adds to a long-running history of legal disputes between ADT and Vivint. In 2017, Vivint agreed to pay ADT $10 million to settle claims tied to deceptive sales practices. More recently, a North Carolina federal jury in 2023 awarded CPI Security $189 million in a separate case against Vivint over similar allegations, a verdict later upheld on appeal. ADT has also previously accused Vivint of unfair competition in other federal litigation.
Damages and relief sought
ADT seeks compensatory damages, disgorgement of National Sales’ profits, punitive damages, attorneys’ fees and injunctive relief. The company also requests a jury trial. Ultimately, ADT frames the case as an effort not only to recover losses but to halt practices that undermine consumer trust across the home security industry.
ADT told Security Systems News that it does not comment on pending litigation. At press time, Vivint hadn't responded to a request for comment.
Related reading:
Comments