ADT Protect Your Home/ Defender (ADT authorized dealer) Active Duty Rip Off for relocation/ Can't ever move/ No transfer credit/ Incompetence/ Money over all/ Dont sign Augusta Nationwide

I'd love to speak with someone regarding the poor service that I received recently with ADT. I am an active duty service member and the service that I've received has been laughable. This is my FOURTH time choosing ADT (so I'm surely not against ADT, I'm only telling the truth) but this experience has driven me away from the company. ADT should really reconsider the "authorized dealers" that they affiliate themselves with. The "dealer" that I have been affiliated with in GA has let me down.

Transfer Program:

Why does it cost so much to move my service?  As a loyal customer, I was forced to pay for a brand new system.  WHat was the point of having my old system taken down by ADT?  ADT advertises that transferring service is "free" for the uninstall; what I don't understand is why customers are to pay an activation/ service all fee of 99+tax AND the SAME price for a system that a new customer would pay. With ADT you are told that you can take the equipment with you (as it now belongs to you) so why would I be forced to buy more than MAYBE another keypad (which is usually left behind on uninstalls/ moves). I have the ADT Pulse system and I was forced to pay the $299 fee again. It's like they penalize you for moving (which is especially ironic due to my profession as a Soldier on active duty...we move all the time and often never stay anywhere for more than 3-4 years). Oh and let's not forget that I was not able to transfer my service but I was forced into a brand new day one contract for another 36 months/ 3 years.

Military Clauses:

Horrible detail placed behind their military rules.  The only military clause that is honored is a deployment overseas...hey ADT have you ever thought that hey things happen, consider the following: conditions may be bad at one residence (so we move), people buy houses sometimes (so we move), Soldiers get orders to places in the USA all the time (so we move).  There must be something written into their contracts to honor Soldiers and not penalize us.  How about giving us a month or two to get to our new destination and give us a chance to call ADT and have the service transferred?!  Other companies such as Vivint have clear military rules and FAQ sections laid out. I care nothing about special privileges but their service has been POOR.

Customer service attempt:

How it all began...DAY 1.  I called customer service and complained and they actually awarded me with 250 in Visa gift cards to help ease my pain (Great move ADT)! I accepted and decided that hey my company might care about retaining my business. Wrong!

Installation at my new home:

Technician #1 got to my home he couldn't figure out how to install my equipment after an hour or so and (knock knock), ADT installer #2 walks into my home and changes the configuration of the system. Let's fast forward...this takes about 6 hours (Please call me out on this, my ADT phone records will confirm it all). Technician #2 tells me my internet wasn't giving them a signal.  I begin to "ping" and "tracert" on my network to troubleshoot (I'm an IT guy) and decide to call my ISP to fix it. My fix takes about 15-20 mins...Problem solved. They're still in my home...later in the night...the alarm tripped while it was being installed because the techs forgot to properly place it in test mode (I was then called...BY ADT...and I alerted them installers were actually still in my home...they asked to speak to the installers...wow).

The morning after Day 2):

My alarm trips once erroneously in the morning which my code seemed to clear (I'm at home)...later in the day my alarm trips again and agree to send the cops (I'm not at home), I get no call back which supposedly means all is well, Great monitoring! I get home and scan the home, no issues but my alarm is now beeping out of control. I check the sensors, doors, windows...nothing is wrong. I call ADT and I'm instructed how to use a screwdriver to pry the face off my alarm by using the holes on the front of my Impressa alarm system. I do so and remove a battery...the beep continues. I am instructed to find some plug that acts as a backup...it was marked wrong so I crawl into the attic to find it....with no luck. Luckily, I had the old installers number and he gave me an idea to shut this system up. Day 3...an awesome ADT tech worker agrees that this situation is ridiculous and after entering all sorts of #106 [plus my security code] combinations to deactivagte any zones triggering the alarm...nothing...he cannot help me get my alarm back functional (of course I plugged the battery back in by now). I specifically request an ADT corporate person to come troubleshoot the system since obviously the authorized dealer was not equipped to do so (after nearly 6 hours and two workers had tried). I made sure that they added to "not send the same two workers"...

Service Call/ Monday (Day 3)

Low and behold I get a call the next day from one of the two "forbidden" workers. I call to confirm any notes on my account and the technician Kristina tells me that she sees notes of me requesting to NOT have the two workers back to my home. I tell them to alert the man to go home and that I will be cancelling my ADT service. This is the best part...ADT alerts me that "Oh if you cancel service, you still owe us the remainder of your balance on your 'old' contract from the house you moved from". So I owe you over 1000 for screwing up and NOT being able to install my equipment correctly and follow simple instructions?

Reaction:

My lawyer is now sending a second letter (to ADT Corporate) and I look forward to their response. At this point, I simply want out of my contract. ADT cannot bully me into dealing with piss poor service. ADT you've been spot on for the other 3 times I was with you but now...this ship has sailed. Understand that every bit of my "word of mouth" will be used to warn others, especially Veterans and Active Duty personnel, to not sign on that dotted line.

Information to note:

For the record...I have already paid all fees and never missed a payment. This gripe is not for sympathy but awareness.

ADT dropped the ball and you all should know that though this company is huge and everywhere...they do not rely on great customer service to thrive.  There are great aspects about them but be warned friends and fellow Soldiers.  

Disclaimer:

ADT please check my service logs, calls into you, alerts, and my previous addresses...you'll then understand that I am not bluffing or embellishing about this information.  Alarm installation should not take 5-6 hours on a one level 3 br home (especially when I already own most of the equipment). The automated message at my authorized dealer touts 2-3 hours. Is there no recourse for bad customer experiences...at what point is the customer right? Everyone reading this has a job because of a customer (demand)...funny it seems the shoe is on the other foot in this situation. I won't be bullied as an active duty service member or otherwise. I'd love a call from someone in management that can actually do something. My want...to be done with ADT.