• Report: #830885

Complaint Review: ADT Protect Your Home

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  • Submitted: Sun, January 29, 2012
  • Updated: Wed, October 24, 2012

  • Reported By: Faith — Waldorf Maryland United States of America
ADT Protect Your Home
Internet United States of America

ADT Protect Your Home Protect Your Home, Defender Security Protect Your Wallet and Sanity From These Clowns, Internet

*UPDATE Employee: Incorrect info on the wireless systems

*UPDATE Employee: Invoicing clarification

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I recently purchased a home and my real estate agent informed me of the deal with ADT Protect Your Home for $850 equipment and a $100 Visa gift card. Deal sounded interesting and we already had ADT at our previous residence, so I was willing to give them a chance at serving us. The home had an older system (we were not sure of its age), so I figured maybe they could just restart the monitoring and minimal equipment would be needed.

A guy by the name of Nate Lewis called and gave me his sales pitch. There is a $99 dollar install charge -- there goes the gift card. I informed him that a system was already there, but not sure of its functionality. In hindsight, I should have ended the call here, because he was only interested in getting a new, more expensive system installed in my home. By the end of the call, I was charged 176.88 before them even coming and installing the system that I may not have even needed.

The appointment was set for Monday, January 16th. The guy showed up about an hour and a half late and not in a marked ADT van. I finally found out they were an "authorized dealer" of ADT. I was told to set 3 hours aside for the install. Well, an hour and half is already gone. Finally, around 2pm he finished his "security analysis" and proceeded to upsell me about a thousand dollars more of equipment. As a victim of a couple of burglaries, I was somewhat of the mindset of not placing a price on peace of mind, but this seemed quite expensive for a 1500 square foot home, and that wasn't everything needed.

I finally signed up for a half and half credit payment. He finally started while I called Protect Your Home and asked them for clarification on why I couldn't be invoiced. No one could give me an explanation beside credit qualifications, even though I just purchased a home with great loan terms. Somehow, my credit wasn't up to their standard. When talking with a manager about it, she advised me that if I didn't like it, to go elsewhere.

Problem is our nameless installer has installed some of the system at this point. We were planning to cancel, and he finished about 45 minutes later. He didn't test the system and barely gave us instructions on how to use the system. We had to remind him of what was included in his system. Then when we left we found out the motion sensor didn't even function. We faxed in cancellation the following morning, the 17th.

I check my bank statement and 3 charges totalling $734.96 already withdrawn from my account. An ADT charge of 71.54 and the first half of the near 1000 dollar payment for the equipment. I figured I would give them a few days to reverse the funds for my refund. By Thursday, the 19th, I called asking when my refund would be processed. I was told 3 to 7 days and up to 30 days. What does that mean? Did I mention it took repeating my name and address to 5 different people in all their "divisions"? These clowns couldn't tell up from down. It is now been 12 days since cancellation and no sign of any refunds.

I can't figure out how it takes you 12 hours to take my payment and yet it takes you forever to refund my money. I have now contacted the BBB and since they have so many aliases (bad sign for a business) it is hard to get in touch with them. But I was able to find a few addresses and aliases. Next up is litigation. If anyone from this company calls claiming to have a great deal, please give them a deal of your own -- No business from you!!

This report was posted on Ripoff Report on 01/29/2012 08:03 PM and is a permanent record located here: 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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Updates & Rebuttals

#1 UPDATE Employee

Incorrect info on the wireless systems

AUTHOR: PT1 - (United States of America)

There are many opinions on wireless vs hardwire. I am an installation tech and have been installing home security for years. Here's the thing, if there was an existing system, the tech could have taken it over with a new can (big brown box all the wire go to) and new key pays.  The down side to that is if the existing sensors don't work, you need to purchase new ones. If the wire running to the contacts are broke, the cost can be really expensive depending on labor. The kicker is, if all sensors are working, and at any time stop working, there is no warranty on the existing equipment. With the wireless system, all parts and equipment are are covered for as long as you are being monitored. There is also new equipment that is incompatible with hardwired systems, such as pulse or any two-way equipment. Bottom line is they both work but I have a wireless system in my house because i know it works and is more reliable. Regarding dealers, look you don't go to Ford Motor Company to buy a Ford, you go to a dealer. Same equipment, and monitored by ADT. The dealers simply put in the systems and maintain the account for the first 90 days and then ADT takes over the account. This insures that ADT is not inheriting a problem install. Dealers are more competitive and  much more apt to give discounts on equipment to retain your business. All of this, of course, is monitored and controlled by ADT as to how much equipment can be discounted or given. This helps the smaller dealers compete with the bigger dealers by leveling the playing field. Protect Your Home is ADT's largest dealer so it stands to reason they will receive more complaints. My branch alone does over 300 installs a month we have over a dozen branches in CA alone. Protect Your Home does an outstanding job with customer service and retention. Look, I'm anonymous so I have nothing to gain or loose by not telling the truth. Just do your research and educate yourself as to what type of security you need for your family. Something to consider, to properly secure your home, the cost should be 1 to 1.5% of the home value on average. Also if given the chance, never never never choose monitoring through a land-line. The benefits of using a cell unit far exceed traditional land-line option. Over 50% of the homes I visit that have been broke into, have had the phone line pulled from the D-Mark (this is where the phone line comes into the house) even though they didn't have a security system. This would have kept the unit from communicating to the security center and police.    
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#2 UPDATE Employee

Invoicing clarification

AUTHOR: AliCent - (United States of America)

Ok, before I start, I work for ADT, but definitely NOT Protect Your Home... I just wanted to help you out and give you a little information... Ok, as for invoicing, ADT requires all authorized dealers of ADT to do a credit verification, dealers do not see the exact score, but are given a score level (level 1, level 2, etc) and a tracking number. To qualify for invoicing you would need to be at least at a level 5, which means you have at least a 700 credit score, and ADT will charge a $1.00 monthly processing fee to mail them a check (yes, I know this is BS). The realtor probably referred you because she/he gets paid from P.Y.H. for every referral that sign up- If your equipment was hardwired into the home (look on the doors and windows, the hardwired contacts are small) then they would have been completely compatible to any system (only wireless equipment is noncompatible to honeywell/ademco/safewatch- unless it IS honeywell/ademco/safewatch).  I would recommend calling Corporate ADT and complaining, I would also contact the FTC, if you read the Notice of Cancellation (which ADT requires to be signed!) you will see your rights... Dont let this dealer scam you and push you around! THe most it would take to refund you would be 3-5 business days, and thats only because they have to wati for money to clear to send it back.  If you ever decide to hook up your alarm system stay away from wireless equipment, its junk and its a rip off- hardwire everything possible, it will last longer and is more durable and more reliable. ALWAYS keep the control panel seperate from the keypad!! Wireless systems is something all these sales reps from adt try to push on people but they dont tell them the down side- if someone rips off a wireless keypad from the wall when they break in your entire system will go down and ADT cant see a signal (unless you buy a secondary backup control panel, which most people dont recommend/sell). Hope this helps
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