• Report: #1084762

Complaint Review: ADT Security Services

  • Submitted: Sun, September 15, 2013
  • Updated: Sun, September 15, 2013

  • Reported By: Anonymous — Disheartened New Jersey
ADT Security Services
14200 E. Exposition Avenue Aurora, Colorado USA

ADT Security Services ADT does not provide me security Aurora Colorado

*General Comment: ADT does not take complaints seriously

*Author of original report: Dissapointed in ADT

*UPDATE Employee: ADT Corporate Customer Relations

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For three years I have paid for an ADT security system. I had the system installed after an attempted break in in my home.

As I was walking into work(an hour away from my home) I received a call from ADT that my security system was going off and that a window was compromised. I immediately ran home fearful that may pets may not be safe or gotten out of their home. The ride home was the longest of my life, after having three deaths in my family last month the thought of losing my pets was unbearable.

Upon getting to my home it was clear that the alarm was a false alarm and a malfunction of the system. I called ADT to discuss my compromised system and express my upset and how this impacted me and my family. I spoke with 4 people, none of whom indicated they had the slightest concern over what occurred or understood the seriousness of the situation.

I was told I could continue to use my system. Over the course of the past 24 hours I have had two additional false alarms and was fortunate enough to be home to catch them. Needless to say my home is not protected and I am disturbed by ADT's nonchalance about this situation. I got the system installed to protect me and my family and this system has caused me nothing but distress. In addition, I lost overtime this week due to having to come home from work and my job was jeopardized.

Why am I paying money for a service that cannot provide me the safety it promises? This is the second time ADT has not been able to provide its service. Duing Hurricane Irene I had several concerns/questions about my system operation. The operators were completely ill-equipped to answer my questions. At present I have no home security and furthermore ADT didn't even make it a priority to properly service my system as a follow up to their failure. I requested to speak with someone in the Executive Office and noone has contacted me.


This report was posted on Ripoff Report on 09/15/2013 08:07 PM and is a permanent record located here: http://www.ripoffreport.com/r/ADT-Security-Services/Aurora-Colorado-80012/ADT-Security-Services-ADT-does-not-provide-me-security-Aurora-Colorado-1084762. 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 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 General Comment

ADT does not take complaints seriously

AUTHOR: AP000 - (USA)

 I called ADT to close service. ADT close one account but not the other. I called them again. ADT said they would close the account but did not. I filed a complaint with the BBB. https://seflorida.app.bbb.org/complaint/view/90290445/c/967w29 The email exchange with ADT corporate is provided. I was told that my mom with dementia should have closed the account. That ticked me off Then, I was told it was my fault since I did not tell ADT that I had 2 accounts. But ADT was aware that I moved. I have had to re-open the complaint.

ADT said the account would be closed and did not mention any bill. Surprise, I got a bill. I asked for ADT to justify the charges. The response does not have it. We keep going back and forth. Fortunately, I have a home and a car. I am so angry at ADT customer service. Simply, I am not paying the bill. They should not have mentioned my mom. But the rep did not even bother to check that I set the account up and all the bills were in my name. They did not bother to provide what the charges are for. I have had it with them. Andrew is wrong.

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#2 Author of original report

Dissapointed in ADT

AUTHOR: Anonymous - ()

 Dear ADT,

After receiving your rebuttal I was optimistic about getting some sense of resolution to my concerns. I was e-mailed by Lamarr, an ADT representative, who stated he would reach out to me via phone. This did not happen, I then had to pursue ADT yet again. Finally after reaching Lamarr I was horried by the complete unwillingess of ADT to accept any accountability for the difficulty I have endured with my system. It is clear to me that ADT's sole purpose is to collect money with no regard to the quality of service provided to its customers. In addition it seems that this whole incident could have been avoided with proper communication and maintenance of my system. It is clear to me that Lamarr has no understanding of the impact this situation has created for my family. Furthermore Lamarr was very clear he had no intention in taking any legitimate steps to appropriately rectify or resolve this situation. As per Lamarr, Naren Gursahaney, is the CEO of ADT and I requested to speak with him directly. Clearly this lack of competence and accountabilty on ADT's part is a direct reflection on Mr. Gursahaney, his level of integrity, and his total lack of commitment to providing quality service to his customers. Needless to say I am now over a week with inadequate security to my home as the direct result of ADT's inability to properly treat this customer.

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#3 UPDATE Employee

ADT Corporate Customer Relations

AUTHOR: ADT Corporate Customer Relations - ()

Good Afternoon, my name is Andrew and I work out of ADT's Corporate Customer Relations office. I am sorry to hear about your experience with ADT and would like to assist you further. Please email us your contact information to CustomerConcerns@adt.com and we will reach out to help. Thank you. -Andrew

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