Alarm One, ADT Dishonest consumer marketing, bad service, and rude managers Ripoff Nationwide

Five weeks ago, I went to the normal ADT site to request a service installation from a company that I had heard was reputable for my new home. ADT then involved a third party to do the installation without informing me. This third party is Alarm One. Four weeks ago the installation started and the nice tech showed up and proceeded to knock a hole in our wall as he said they couldn't use the old hole to install their new thumbpad. Understandable.

As soon as he knocks a hole in the wall he finds out he doesn't have the tools he needs to finish the installation. He takes an hour to run back to his office grab the appropriate tools and comes back. After installing the keypad he then tells me its to late to finish the installation as no one is there to connect my system to the police so essentially right now its just a noise making machine. I say that this is understandable and agree to have him come back the next week to get this resolved.

I wait home the next weekend and the tech rep doesn't show up or call. Understanding things can happen I call him up the next monday and he says he's sorry and will be there the next day. So I rush home from work the next day and the tech shows up.. 30mins late. This time he tells me that the transformer he has is the wrong one and needs a replacement. STILL understanding I said ok come back this weekend and get it fixed.

Again I wait home on the weekend for him and he never shows up nor calls. At this point i'm starting to get frustrated and call their company. I get put on hold for 20mins and when I finally speak to someone at ADT they tell me there is nothing they can do and I have to speak to alarm one. When I contact alarm one they tell me they dont know what is going on and there is no one here I can speak to but rather leave my number and someone will get back to me.

At this point I'm getting annoyed and contact the better business bureau. 30mins later Deb the customer service rep calls me and says that she is sorry the rep hasn't shown up but that things will be handled and that we can't use another rep because our tech rep is the only one with the right equipment. Fine, we wait around another weekend for the rep to come and he doesn't show up or call. I call Deb back and leave a message.

Finally being fed up I contact Deb the next day and tell her I just want my money back and we will call this even and I will continue to use their service. She tells me that shouldn't be a problem and she will get back to me on that.
The Rep comes back a couple days ago to FINALLY connect us to the police and fix the transmitter but once again he has the wrong transmitter and it is to late to call their company and get us connected. As this is only 6pm CST I find it hard to believe that their california office has no one in it. The rep leaves and I call deb.

Deb says she still hasn't heard back from her manager to get me my money back. Finally the manager calls me about a week from when I initially request my money back and tells me he can not refund my money despite the 100% money back guarantee on ADT's site and because of a contract between alarm one and ADT they can not refund my money. He offers to give me more door sensers and window sensers. As I have already paid for the sensers I need I tell him I just want my money back and I feel like i have been wronged by their company and that I feel I should report this to the better business bureau. He tells me my contacting the BBB will be useless because he is trying to help in the most belligerant tone i have heard in a while.

This is the first rip-off report I have made and I hope it is the last. If you want to wait five weeks to have an installation done and feel completely worthless to a company please use ADT/Alarm One.
I have cancelled my service with them (which is the ONLY way to get your money back) and will be using Brinks from here on out.

Justin
arlington, Texas
U.S.A.

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