• Report: #1085696

Complaint Review: ADT

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  • Submitted: Thu, September 19, 2013
  • Updated: Thu, September 19, 2013

  • Reported By: screwedby ADT — Lufkin Texas
Granbury, Texas USA

ADT Protect Your Home Harassing me for money but wont provide the service Granbury Texas

*Consumer Comment: A removed or inoperative sensor is noted by the system, but is NOT a priority item.

*UPDATE Employee: ADT Corporate Customer Relations

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 Today is typical of my past 10 months with ADT.  I get a phone call from ADT, I return the call writing down carefully the number left on my voice mail.  "Are you calling in reference to the unit at ...." me: "I assume so, you called me I'm returning your call".  "Is your alarm going off" me:  I have no idea, Im in Iowa".  "Well I don't see any problem, is there anything else I can help you with?" 

I explain the last 10 months of excuse making, rude comments, blaming me because the system takes 3 days to pick up on the fact I removed a sensor from the prior system that I was told was not going to be used and was ugly, but no one offered any problem solving, no willingness to take care of the problem, 30 minutes of being transferred around to get someone who could figure out how to transfer me to an extension number left by customer service, a phone number left by sustomer service that "cannot be completed as dialed", 8 months and 2 or 3 BBB complaints to finally get the 100 dollar rebate I was promised, etc and is there not ANYONE at ADT that has any authority to cancel my account without charging me 1700.00 because this is NOT what I paid for PLUS I am now paying a caretaker because I work out of state for weeks at a time and because ADT is not doing their job I needed to hire that security. 

After another lengthy hold I got Crystal in customer service who is willing to charge me 25.00 to have someone come out to replace the sensor on the door, now off for the past 3 months, but is not going to tell me that her guy can tell me why it took 3 days to pick up on the sensor, apparently in use although I was told it was not, being removed, unwilling to send me anything in writing as to what ADT will actually provide as a service, unable to promise or guarantee that ADT will find someway to train their employees to deal with customer service.  She was not willing to hear my complaints, cutting me off, interrupting, making excuses, insisting that ADT is not required to provide services but I am required to pay. 

If I feel ADT has breached the contract or I want a letter of assurance I can contact the Legal Team, but no there is no phone number for that.  In typical ADT fashion, she asked if she could call my caretaker RIGHT NOW and was insistent she get this guy set up to charge me for but not guarantee he can tell me why or fix that the system takes three days to pick up on a change in signal.  2 hours later I got a call from scheduling.  The scheduler had no idea there was a caretaker in the home, did not have his phone number, had no record of needing to look at why the system was taking 3 days, had no idea the sensor that was removed was one I was told would not be used.  Typical ADT failure to provide service.

Your Desired Resolution:
I want the contract rescinded or cancelled without penalty. I have in the past offered to pay a 300.00 cancel fee plus 200.00 that was given me as rebate and ADT has refused this offer.  They continue to fail to provide the service I contracted for, refuse to promise any service but are beginning to harass me for money to pay for their non-provided service and want me to pay additional money to fix the system so it is what they told me it would be in the first place, by putting in a sensor of their own equipment, but do not want to address the issue surrounding 3 days for the system to recognize a problem and how important it is that a security system be monitoring ALL the time. 

I don't want to be told that it is not important that that could be a life or death situation and ADT would warn police 3 days after Myself or my property were harmed.  I am now paying someone to monitor the home, a caretaker.  ADT needs to stop harassing me and needs to either give me a letter of assurance and provide some semblance of customer service or needs to rescind the contract.

This case will be reviewed by a complaint specialist at the Better Business Bureau, and then forwarded to the business for their response. It is our policy to allow the business 30 working days to respond to your complaint. You will be notified when the business has responded.

This report was posted on Ripoff Report on 09/19/2013 04:18 AM and is a permanent record located here: http://www.ripoffreport.com/r/ADT/Granbury-Texas-76049/ADT-Protect-Your-Home-Harassing-me-for-money-but-wont-provide-the-service-Granbury-Texas-1085696. 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 Consumer Comment

A removed or inoperative sensor is noted by the system, but is NOT a priority item.

AUTHOR: Ken - ()

 YOU removed it from an operating system and they're willing to fix the problem by sending a tech to either re-instate it or program the unit to not look for the sensor. It doesn't affect the alarm function  of your system. I had ADT, which was a good service, but switched to Vivint because I like the features of their equipment more.

Good luck cancelling without penalty...it IS a binding contract YOU signed. They have NOT breached their contractual obligations. BTW, if you don't cancel within the timeframe and manner spelled out in the contract, it will auto-renew on a yearly basis. Please be sure to read/comprehend it. No, I don't work for ADT or any other company.

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#2 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 for frustration and inconvenience these concerns have caused 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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