Report: #993107

Complaint Review: ADT SECURITY

  • Submitted: Mon, January 07, 2013
  • Updated: Tue, January 08, 2013
  • Reported By: Dave — Shelton Washington United States of America
    14200 E.Exposition Ave.
    Aurora, Colorado
    United States of America

ADT SECURITY Refused to honor a credit they owed me,now they wont provide the service I've already paid for. Aurora, Colorado

*UPDATE Employee: ADT Customer Relations

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Ive had ADT SECURITY in my home for years. I live out in the sticks,but rarely called for repairs.I decided to add a motion sensor to my security system.I called ADT to see what it would take. They said that the local dealer,I originally signed with was no longer in business.If I would sign a new 3 year contract,the Motion Sensor would be no charge. So I said "lets do it".

ADT set me up with a new account number. They never transfered the auto payment info to the new account. They also showed a credit balance of $67.98 on my original account. I asked to have the credit applied to my current account. They said they had already mailed out a refund check. So I waited. About a year later I found the refund check. It said "VALID FOR 120 DAYS". So now the check was NOT Valid.

My girlfriend called ADT,and asked to have the $67.98 credit applied to our current account.Apparently there was an arguement over transfering the credit. Edna told the lady on the phone that she would be debiting the $67.98 credit from our bill.

In early August 2011,we recieved a bill(dated 07/29/2011) saying they were closing the account for non-payment. It said "FINAL STATEMENT OF YOUR ACCOUNT:

       Previous Balance:                           $133.70

       Effective Cancel Date: 07/28/2011

       Remaining Balance of contract Due:  $547.24

       Remaining Sales Tax Due:                    $9.65

       TOTAL BALANCE DUE:                      $690.59

There is no referance to the $67.98 credit.I owed $133.70 ,but they still owed me the $67.98. So the actual amount Due was $65.72 . I got on the phone and asked how I could fix this mess. I was told that the account was now closed and would not be reopened. Eventually a rep from ADT came out and said he could get the credit applied and account reopened. A week later He called and said that someone had stopped him.

After a month of trying to fix this. I went ahead and paid the $133.70 and have paid the bill every month on time ever since. I figured that trying to get my $67.98 out of ADT was a waste of my time,so I wrote it off. I continued to write and call everyone I could find at ADT. Several people tried to help,and asked for copies of the Final Invoice and the refund check. but everyone was stopped. Apparently Edna had made the wrong person mad.

Then In April 2012, unbelievably ADT reissued the refund check. I couldnt believe that the credit that had made them so mad,was now being reissued to me. So again I wrote and called and faxed. Trying despirately to find someone who could get my security system up and running again. I had now been paying for almost a year with no service. I wasnt going to cash the check until my service was re instated.

Now in January 2013, ADT security has finally applied the credit to my account. They say they have no intention of providing the service Ive been paying for,and that I better keep making the payments or It will go to a collection agency.

So in a nut shell. ADT is not denying they owed me the nasty credit. Now they have applied it to the correct account. That appears to say I was right,but they wont honor their end of our contract. So for the past 15 or more months I have been paying for a service I wont get. Very sad way to do business.

I have sent several leters to the CEO of ADT security,but he fails to respond. Anyone have any ideas? I still owe about 2 more payments. I have stopped payment and canceled any future payments until I get an apology and a promise to provide the service Ive been paying for.
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This report was posted on Ripoff Report on 01/07/2013 11:20 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 UPDATE Employee

ADT Customer Relations

AUTHOR: Mike - (USA)

Good Evening, my name is Dan and I work out of ADT's Corporate Customer Relations office. I am sorry to hear that you were not provided with the credit that you were promised and would like to investigate this further. Please send your contact information to and we will reach out to you. Thanks. -Dan
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