• Report: #520482

Complaint Review: ADT / Protect Your Home

  • Submitted: Fri, November 06, 2009
  • Updated: Wed, November 18, 2009

  • Reported By: Kelly — Beaumont Texas United States of America
ADT / Protect Your Home
Internet United States of America

ADT - Protect Your Home Charged for an installation that was cancelled and still have not issued my refund Internet

*Author of original report: Refund Finally Received

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I contacted Time Warner Cable on 10/09/09 to ask a simple question and they asked if I was interested in someone from ADT contacting me about a FREE $800 security system.  I said sure and within two or three minutes ADT was calling me.  I set up an installation and gave them the information to charge me the $99+tax fee for installation.  I realized that I had a conflict and called back within minutes to tell them that I would need to cancel and possibly reschedule for a later date.  This was on a Friday and I noticed on Monday that I had been charged the installation fee.  I called them (10/12) and they assured me that I would have a full refund by the end of the week.  I called at the end of the week (10/16/09) and informed them that I had not received it.  The person that I spoke to (KEVIN BLACKWELL) told me that he did not know what the problem was, but that I would definitely have it by the end of the next week (10/23). 

Well, of course, 10/23 came around and still no refund.  So, I called yet again.  This person had never heard of Kevin Blackwell and did not believe that there was anyone by that name employed by the company and that no one there would ever tell me that I would receive it that quickly.  This person then transferred me to a manager (?) who said that it normally takes three weeks to get the refund, but never more than 30 days.  I called after three weeks (10/30/09) and was told it had been processed but not approved.  I again asked to speak to a manager and was transferred to another manager (really??) who told me that it had been approved and was in line for payment (not what the first person just told me) and was assured that I would have it absolutely no later than Friday, 11/6/2009. 

Well, surprise surprise, it is now 11/6 and still no refund.  I called AGAIN and was told that they had 30 days and that I would have it within 30 days.  I reminded the employee that Monday is 30 days and could she guarantee that I would have it by Monday.  Of course, she couldn't, but she was kind enough to transfer me to a manager (here we go again).  This person also said it had been processed and approved, and was just waiting for payment.  She then very curtly told me that she had no control over their accounting department and their processes and she didn't know when I would get my refund.  I asked to speak to someone in that group, but "unfortunately" they can't let me do that.  I wonder why??? 

I have a letter from a DONNA COOPER, DIRECTOR OF CUSTOMER RELATIONS, telling me how "delighted" they are to provide me "with the peace of mind" knowing ADT is protecting me.  I would love to hear from DONNA COOPER again to find out where my refund is and why the heck I keep getting the run around from her "Customer Relations" managers (really?  that's what they call this group???  they aren't very good at their jobs). 

I have had it with this company and, needless to say, I won't be rescheduling anything with them EVER.  I just want my money and to be done with them.   

I will update if by some miracle I actually receive this refund by the end of the day Monday.


This report was posted on Ripoff Report on 11/06/2009 09:32 AM and is a permanent record located here: http://www.ripoffreport.com/r/ADT-Protect-Your-Home/internet/ADT-Protect-Your-Home-Charged-for-an-installation-that-was-cancelled-and-still-have-not-520482. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 0Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Refund Finally Received

AUTHOR: Anonymous - (United States of America)

I called Protect Your Home again on the 30th day after I requested my refund.  After being told for 30 days that it could take up to 30 days, the story was suddenly changed to 30 BUSINESS days.  I had enough.  I reported this company to the FTC, the Attorneys General for both Indiana and Texas, and the Better Business Bureau of Central Indiana.  I received a note from the BBB today that had a letter from PYH attached.  They received the letter from BBB today (11/18) and my refund was issued almost immediately.  I have not received it, but at least it appears that it has finally been issued.

If you are having trouble with a refund, try contacting this person (this is who responded to the BBB letter):  Amanda Hutchison, Escalation and Quality Analyst Administrator, Defender Direct, INC. 317.810.4720 ext. 336, Fax# 317.810.4723 Amanda.hutchison@defenderdirect.com

Good Luck.  There is NO way I will EVER do business with any ADT affiliate in the future. The address for the BBB is: Email: info@indybbb.org,  Web: www.indybbb.org   

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