Ordered ADT service in May 2011, and within months started to have low battery signals. Called for service, no one came. Called again, they said replace batteries ourselves despite being under warranty. We replaced batteries, still system did not function and beeped contantly, making it unable to arm.
Called about the beeping, about getting someone out to fix it, and no one came - we even had a date and time set and no one showed up. Meanwhile in May 2012 Protect Your Home finally noted we had low battery signal, but did nothing about it, did not send a tech to repair per their notes. Somehow magically in July of 2012 our system worked, according to their notes.
Finally called ADT directly and they gave us the number to the local contractor who could repair the serivce in late fall 2012. It was not until November of 2012 that a tech showed up and replaced much of the system. The tech came back 2 days later to replace a smoke detector that she had repaired and it was still not working.
My complaint - at some point mid-2012 I was offered a 3 month service credit for all this nonesense. That never appeared on my bill. Now my credit card on file has expired and they want a new credit card. I don't believe I should have to provide one until I receive at least 3 months credit, or more like 6 months since the service was documented as out between May 2012 and Nov 2012 by Protect Your Home. That's what they actually documented despite the numerous calls before that time - the service did not worked for at least a year.
The billing group is very willing to call you repeatedly when your card is expired, but not wiling to return calls or show up when you need service.
Protect Your Home is not willing to offer a service credit despite verbally promising one - conveniently it's not 'documented in the notes' so we are at an impasse. They state that I had service this entire time even though the system was unplugged because of the incessant beeping and could not be armed for over 6 months, and the smoke alarm was defective...not sure the logic there.