SHORT STORY: Bad equipment/terrible service - After cancelling my contract within the 3-day period it has been almost a month and I have not received my money back or had the equipment removed from my home. Cancellation contract states any payments will be refunded within 10 business days and any goods (equipment) must be made available to remove from residence. If goods are made available to seller and seller does not pick them up within 20 days of the date of notice of cancellation, you may retain or dispose of goods without further obligation.
FULL STORY: I was contacted by ADT/Protect Your Home after having DISH Satellite installed (when asked about home security, I told DISH I might be interested). I scheduled an appointment for the evening of May 1st I proceeded with installation and at the strong suggestion of the installer/sales person added additional equipment. Total investment of $403.75 (installation, 2 months upfront monitoring charge, & equipment).
On the morning of May 3rd (approximately 36 hours after installation), I received a call from ADT stating there was a problem with my system. They walked me through checking equipment and concluded it was a module issue and a technician would need to repair it.
I called the technician (Bryan) who had installed the system (he had said to call him if there were any problems or questions). He said he couldn't do anything without a job number. So I called ADT and received a job number. I called and left a voicemail on the Bryan's phone, telling him I had a job number and would he please call me back. He never returned my call.
Within the next hour my husband received a call on his cell phone from ADT saying we had a fire alarm. He told them he was not home and had they tried contacting our home through the 2-way monitor since I was at home. He was told we did not have 2-way (which we did because Bryan had tested it during installation). My husband then called me at home to ask if there was a fire alarm going off. I told him no, but explained that ADT said there was a problem with the system.
I then proceeded to call ADT to let them know our system was sending out false alarms (even though no alarm was sounding in the house), however, I was interrupted by the fire department at my door. After explaining to them it was a system error, I called ADT. They recommended an "ignore all alarms" until my system was fixed, however, it would be 24-48 hours before a scheduler would call to set up a service call.
On May 4th around noon I was called by the scheduler who told me it would be May 7th before a technician could fix the equipment. I told him this was unacceptable and that if they could schedule an installer within 24 hours for new service, they should be able to get my service fixed within the same time period. He told me he would put in a call to a couple of techs to see if he could get someone out sooner. He called me back and told me he had left voicemails for two techs and would call me back when he heard back from them. He never called back.
At approximately 5:00 pm on May 4th, I called ADT and told them I wanted to speak with a supervisor because I was ready to cancel my contract. They transferred me to someone from Protect Your Home. I explained to the woman that I wanted my service repaired no later than the next day and if I did not have an appointment scheduled by 7:30 pm, I would take my cancellation contract to the post office that evening. She apologized for the service I was receiving and gave me her word that I would hear from someone within the next hour as they did not want a customer to cancel. No one ever called back and my cancellation notice was postmarked that evening and sent certified mail.
The cancellation notice was received by ADT on May 7th. The same day I received a call from Jeff, a service tech, who said he was going to come out today to fix my equipment. I told him instead of repairing it, he needed to remove it as I had cancelled my contract. He said he would try to come by that evening, but if he couldn't make it he would call me in the morning and would come remove the equipment. I never heard from him again.
By May 15th I had still not heard from ADT or Protect Your Home, so I called them. The rep confirmed the cancellation was noted in their system. When I asked about my refund, she told me that it would be approx. mid June before I received my money back. I explained to her the contract stated 10 working days from receipt of the cancellation, however, she insisted that it took 30 days for the cancellation to become effective and then it would be 10 working days after that.
On May 31st I once again called ADT to inquire about getting my money back. The customer service rep told me that the cancellation had just been noted in their system on May 25th. I told her that it had been confirmed on May 15th the cancellation was in their system and that I wanted my money back. She told me she would expedite my refund and asked me to hold. When she came back on the phone she told me I would be refunded approximately $74 within 48 hours. I told her the amount was $403.75. She said I would need to contact the authorized dealer (Protect Your Home) to get the money back for installation & equipment. I then told her we had paid $81.98 for the monthly service (2 months), not $74. She again put me on hold and then came back and said the total amount would be refunded.
I then called Protect Your Home to find out about getting my money back for the installation & equipment charge. I was told they were not notified of my cancellation. I explained to the customer service rep the cancellation notice was received by certified mail on May 7th. In addition, I had told the rep I spoke to on May 4th I was going to cancel and had also told their service technician on May7th I had cancelled. He then told me he saw in their system where the cancellation notice was received on May 7th. I asked about getting my money back and was told I would need to speak with a Cancellation Manager. I asked to be transferred and was then told by the rep the Cancellation Manager would not discuss the matter with me because only my husband's name was on the account. I told him I had 3-way calling on my phone and could get my husband on the phone so would he please transfer me. I was then told the Cancellation Manager was out of the office and would call us back within 24-48 hours.
The Cancellation Manager called back this evening and left a message on our voice mail stating he was just notified of our cancellation and that we could call back on the main number and schedule an appointment to remove the equipment from our house. No mention of our money being refunded.
I would strongly urge anyone considering using ADT/Protect Your Home/Defender Security to stay away from this company or companies. Their service is absolutely horrible! Unfortunately, I anticipate the need for legal involvement in order to get my money back.