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ADT Security Systems Lies Misleads Defrauds & Laughs All The Way To The Bank !
Posted by SRaymondMartinezCA on 04/28/2009
PLEASANTON, CALIFORNIA -- Due to a break-in, I decided to get a home security system. I met with Brinks and then with ADT. The sales representative who called Brinks "Stinks", assured me that the system ADT installs would include a pet-sensitive motion detector. This was a huge selling point for me, as Brinks did not offer that assurance.

In addition, the sales representative said that ADT has a 6 month Personal Satisfaction Guarantee, and if FOR ANY REASON I was not satisfied with ADT, I would be released from the contract. These were the two main selling points that convinced me to go with ADT and not Brinks. Unfortunately, I was to learn that the sales representative lied through his teeth about these 2 issues just to make the sale.

I gave the sales representative a $40.00 deposit check, per his request, and we scheduled an installation appointment for the following Monday. I asked the sales representative to please make sure the tech brought along enough signage for my home - he said he would make sure of it.

I took the day off of work, thereby losing one days income. The technician never came by, and thus began the frustrating process of trying to reach someone at the Pleasanton office. Late in the afternoon, someone finally called me and told me that the appointment was scheduled for Tuesday. This was absolutely incorrect, but she was thoroughly unconcerned about how this effected me, the customer. She tersely said that the tech would show up the next day and that was that, and she had no further information for me. I asked her to please be sure the tech brought along the signage - she said she would make a note of it.

The tech did show up on Tuesday. Unfortunately, during the installation, he created a significant amount of damage to a wall he was drilling through. It was after the installation that the tech informed me that the motion detector was NOT reliably pet-sensitive, contrary to what the sales representative had promised. I would not be able to leave the motion detector on at night, certainly, as my cats may set it off. In addition, my cats could set it off during the day as well. The only suggestion he had for me was to watch the light on the motion detector as my cats walked around the house to see if, indeed, they would set the alarm off. Oh - the tech did NOT bring along enough signage.

Once the sales representative made the sale, he became very very difficult to contact. He never answered his phone and it took him a long time to get back to me. He promised the signage again - and again - and again ! I finally left him an angry message acknowledging that he had, apparently, blown me off once again. Eventually, he left a couple of signs outside my door. This took several days.

In the meantime I was trying to reach someone by phone at the local office regarding the fact that this system was sold to me under false claims of reliability. I was NEVER able to reach anyone there. The phone would be forwarded to other offices, to monitor operators, etc... I left a voice message for one of the managers who never bothered to call me back. You see, I had received a bill in the mail for $40.00 - the $40.00 I already paid to ADT ! Clearly they were absolutely screwing up everything and I was becoming very unhappy as a result.

Finally I reached a very nice woman at Corporate Customer Service, who has been trying to assist me in all of these matters. I was promised a $100 rebate - I was promised 2 free months of service as a result of ADT's messing up the installation appointment. I was promised a pet-sensitive system, which of course I do not have. Unfortunately, this nice woman at Corporate cannot honor the Personal Satisfaction Guarantee that ADT also promised. She can only email the people at the local office on my behalf.

I have decided, based on the initial lies I was told as well as the thorough bungling of every possible detail in relation to my account with ADT to opt for the Personal Satisfaction Guarantee. The local Sales Manager, has been polite, and understood my concerns, but had to pass the decision along to his superior.

His superior is out of the office for the week. Someone who works under the superior called me today, and this call constitutes the absolute worst experience I have ever had with any company. She insisted that I do not qualify for the Personal Satisfaction Guarantee, which of course is in DIRECT opposition to what the salesman communicated to me. She was rude, she would not listen to me, she would constantly interrupt me and when I asked her to stop interrupting me and to listen to me, she said, and I quote: "I don't want to listen to you !". I hung up - what's the use ?

This entire experience has been stressful and disruptive to my life - I have already lost income, have been lied to and misled, I have been insulted, taken advantage of and defrauded.

Believe me - I will be pursuing this matter to the fullest extent of the law. If anyone has had a similar experience or has some advice on the matter, I would appreciate your input. I have contacted a lawyer, and will be contacting the Attorney General, but I will not stop there.

How dare ADT lie to it's customers and mistreat them. How dare they take advantage of honest people

     
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Lied to secure contract
Posted by ADTsucks on 04/23/2008
PLEASANTON, CALIFORNIA -- An ADT sales rep from the Pleasanton, CA office got us to sign up for service by promising us a month-to-month service plan which could be cancelled at anytime for any reason. "Nothing to lose" he claimed. In a classic bait-and-switch, the sales rep put us on a 2 year plan with a $500.00 early termination fee. We discovered this quite by accident when calling ADT for an unrelated issue. We've spent 6 months trying to work with ADT and talking to countless customer service reps and managers. All are completely unwilling to help us even though they believe we are telling the truth. One rep was as bold to tell us that ADT is in the business of making money and therefore would not alter our contract. The sales rep who sold us our contract was completely unethical in his sales tactics yet ADT refuses any accountability. Clearly the customer comes last at ADT.

We are very frustrated and very disappointed, we expected much more from such a large, well known security firm. If you are considering signing up with a security service, look around as much as possible and by all means avoid using ADT if possible.
     
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Posted by tnchuck100 on 2008-04-23:
There is only one thing to be said here. Read the contract before signing. What a salesman tells you verbally doesn't mean squat!
Posted by MSCANTBEWRONG on 2008-04-23:
You really have to ask these questions up front and read the contract thoroughly before signing. I had a sales person drop by my home trying to get me to sign up with ADT. He made the deal sound unbelievably good. He stated the service was month to month which of course SOUNDS like there is no extended contract. Then I asked him, what if I decide I'm not happy with the service, how much is the early termination fee. He looked perplexed and said that no one asks that question, but yes I would have to pay X number of dollars to terminate the service before the 2 years is up. I thanked him for his time and showed him to the door. Use this as a learning experience.
Posted by Principissa on 2008-04-23:
I agree with chuck. When dealing with a salesman make sure you get all of his "promises" in writing. That way if something like this were to happen, you have all the proof you need to back you up. You also have to read everything before you sign it. Never go on the assumption that everything you were told is exactly what you are signing.
Posted by ADTsucks on 2008-04-24:
If anyone has a complaint about ADT security or any other business, be sure the file formal complaints with the FTC (Federal Trade Comission) at ftc.gov and also with the BBB (Better Business Bureau). By doing this the pattern of abuse is recorded and ultimately the company will be investigated by the authorities and held accountable for laws they might be breaking.
Posted by statisticschick on 2009-11-09:
I agree contracts must be read, but have you seen an ADT contract? It's got 2-point font and is pages long. I tried to read it, and most of the jargon in there was legalese that didn't make any sense. When I started asking questions, the sales guy told me that it was just "standard language." Nonetheless, one part of my contract pertained to the warranty on the system, and that was the easy part to understand. But when I had to have warranty work done on my system (the system stopped working within the first year), that was like pulling teeth. ADT didn't seem to want to honor that part of their contract at all. I have dealt with plenty of services that require signing contracts and I'm usually able to get a straightforward answer. However, ADT is not a company that will make anything easy and they really treat customers like garbage. Stay away!!
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ADT Does Not Accept Responsibility for Equipment Failure.
Posted by Kristi.d on 11/04/2013
BOCA RATON, FLORIDA -- For many years, I have entrusted the security of my business office to ADT and their security system. In July of 2013, our office was burglarized. After the burglary, an ADT technician came out and verified that the motion detector did not go off when the perpetrator came into the office. It was verified that everything was set correctly and he could give no explanation as to why the alarm did not activate.

At ADT’s request, I sent the ADT Litigation Department a letter along with receipts, the Sacramento Police Department Incident Report as well as photographs of the room after the break-in and theft. In September, I received an acknowledgement receipt from Zurich (ADT’s Insurance Company) stating they had in fact received the claim from ADT.

My assistant began contacting Zurich to check on the status of the claim, after numerous unreturned phone calls and answers that they were still working on the claim drug out for over a month. Finally on October 31st, we received word from Zurich that they had denied the claim and ADT was not responsible for the break in/loss of property at my office.

My extreme frustration stems from several places; first and foremost, the lack of responsibility that ADT took for our claim; it also stems from the amount of time it took ADT and their insurance company to process the claim. I paid for ADT's security system to protect my office and belongings. It failed to do that. I expected further and speedier communication from ADT in response to the claim; I never heard anything from ADT directly. I certainly expected ADT and their insurance company to do whatever it takes to quickly process this claim so our loss can be recouped, and yet they refuse to take responsibility

This situation has proven to me that ADT does not care about their customers and they will take no responsibility if THEIR system fails to work. I am now out almost $2000.00 and many hours thanks to ADT’s failed system. I will let everyone know that ADT cannot be trusted to protect their property or belongings and they cannot be trusted to follow through with any customer service complaints.
     
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Posted by trmn8r on 2013-11-04:
Is there any kind of guarantee that the alarm system will go off?
Posted by clutzycook on 2013-11-05:
Sounds like you're going to have to fight this one in court.
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Terrible Service
Posted by Anumikk on 01/02/2013
I've been a customer of ADT since 1995. And the service used to be good. Now, I would never recommend ADT to anyone! Stay clear of this company, your house could be burning down and they would put you on hold and an hour later tell you that they could maybe answer your questions the next day or soon after.

ADT has the worst customer service I've ever experienced, and that's saying something. The fire alarm was going off in my house for over an hour while I was on hold and treated very rudely by the support teams. One lady told me it was hard for her to hear me and told me very rudely to go outside since it was kind of hard for her to hear. I live in Iowa, its freezing, literally. After being hung up on numerous time, being put on hold for who knows how long, and being told that maybe I should try calling back tomorrow during normal working hours, I was beyond frustrated. They only started listening after I threatened to call my lawyer, then they suddenly became more amicable. I don't pay that much to be ignored while my house has alarms blaring so loud that I still have tinnitus. Once again, worst service, I'm currently looking to replace them.

     
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Posted by Alain on 2013-01-02:
You might want to file a complaint about this to the Iowa Attorney Generals Consumer Protection Division via http://www.state.ia.us/government/ag/file_complaint/index.html or by calling 515-281-5926 / 888-777-4590 Additionally, a report to http://www.ftc.gov/bcp/index.shtml wouldn't hurt.
Posted by trmn8r on 2013-01-02:
Is there evidence that if you hadn't called in a false alarm, they would not have forwarded the alarm to the fire department?

Were you on a cell phone? That would explain their suggestion that you move to another location so they could understand the conversation.

Sounds like they were advising you that during normal business hours they could resolve the false alarm problem. Did they ultimately do anything to stop the alarm?
Posted by yoke on 2013-01-02:
That is unthinkable that they would not send someone out to shut off the alarm and expected you to wait a few days for it to happen. Since they heard the alarm going off it should have been taken care of right away.
Posted by Anonymous on 2013-01-02:
Why couldn't you turn the fire alarm off yourself? We don't have ADT so I have no idea how they operate but why couldn't you shut it off yourself? Or at the very least remove the battery?
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Paying for nothing
Posted by Smrapodile on 10/31/2012
I'm paying for nothing. I'm being ripped off by ADT. Month end is a disaster. I called them and for protection this is what I get at 22hrs:

a) Drive around until the patrol car comes around.
b) Stay on the phone until you are safe in your premises.
c) When you are finally safe at your own risk, they annoy you further by knocking at you steel gate aggravating your anger.

ADT answer these questions :

1. What am I paying for?
2. Are you an official scam to devour our hard earned money?



     
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Posted by trmn8r on 2012-11-01:
I don't have a clue what happened here, but I sense that ADT let the OP down.
Posted by leet60 on 2012-11-01:
In general, most local police departments find ADT, personal home alarms and the like "annoyances" at best. While they may offer a basic semblance of protection, more often than not customers activate an alarm accidentally and the majority of calls to local police are false alarms. This ties up an officer's time and many municipalities have instituted a policy that these calls are a low priority.
Posted by CUontheFlipSide on 2012-11-01:
I don't either Trm, but I can picture this. ADT receives an alert from the property and they contact the homeowner and ask them not to enter until a patrol car reaches the property and inspects it. When the homeowner does enter, they are asked to remain on the phone and confirm to ADT that they are secure. ADT follows up with an onsite visit to ensure that all is well. That would sound like pretty good service to me, but without the rest of the story, we'll never know.
Posted by pm on 2013-03-22:
Worst service I have ever encountered. Paying for nothing! They force you into a three year contract without possibility to cancel. It is a ripoff. my alarm went off and no one called or showed up. Stay clear from ADT, the worst company ever!
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Customer Service
Posted by Jcm3inc on 07/08/2012
ADT Security Systems sell you their product, have it hooked up improperly and when you call and ask it to be repaired. They tell you it is your equipment and a service tech will cost you 25.00 to come out and fix something that should have been set up right the first time. My contract is up and they are going to be cancelled.
     
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Posted by trmn8r on 2012-07-08:
Are you saying that it was not set up right in the beginning? What was the technical issue?

I don't believe this report is typical of ADT's work - some more details would be helpful.
Posted by bcd on 2012-07-08:
They need to receive your termination letter at least 30-days prior to the end of the agreement or you will be automatically committed to another year. Be sure to send them the termination letter via certified mail.
Posted by ok4now on 2012-07-09:
ADT is a rip-off!! They make their money by sucking you into a 3 year contract, usually about $35.00 a month. Do the math..this is a whopping $1260. Their system is a rental, you don't own it. It is monitored in Boca Rotan, Florida which is not local. Don't expect great service. They have huge advertising costs that you are paying for, not service. Dump them.

I went with Citadal, a local established company. Only a one year contract at $20 bucks a month and you own the security system with no further obligation. The monitoring is local so an alarm call produces a fast police response. I'm very happy with their service.
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Locking consumers into three year contracts after selling your home.
Posted by Cooperlenora on 03/02/2012
ATLANTA, GEORGIA -- This situation took place in Fairburn Georgia in 2009.

If you sell your house within a three year window ADT makes not exceptions,
for moving to accept another job, after your house is sold. They expect
the purchaser to transfer the service in their name or they will harass the previous owner to pay remaining years of the contract, if you do not transfer the service to your new resident. They do not leave room for renting or can no longer afford because of economic hard times!

They will damage your credit reports for non payment and pay money for collection agencies to force you to pay a 3 year contract for a security system that you no longer have since your house sold! I moved to another city to accept a job after trying to get a job in Atlanta for over 2 years!

I can't believe some of tings BIG BUSINESS IS ALLOWED TO GET AWAY WITH!

THIS LESSON WAS WELL TAKEN!
     
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Posted by Solumina on 2012-03-03:
That is how contracts work, you either have to finish them out, pay an early termination fee if allowed, or have the contract transferred to a different person so that they will finish out the contract.
Posted by this is why on 2012-03-04:
this is why it's best to read your contract before signing.

not liking a clause doesn't mean it vanishes from the contract. and if you sign your name to it... that means you've agreed to it.
Posted by ok4now on 2012-03-07:
Welcome to ADT Hell. I read the hype and it's a ripoff. "Complete Security System Installed For $99.00." Then the fine print says a monthly monitoring fee of $39.95 for 36 months. Hello!! That's $1,438.20 dollars. This is where they get you. ADT spends big bucks on advertising to lure unsuspecting people in. Don't take the bait.
Posted by jktshff1 on 2012-03-07:
+100 ok
Posted by trmn8r on 2012-03-07:
I don't think this has as much to do with "big business" as it does your contract.

It makes sense that the company would expect a three year total return on this product, because the $99 install fee doesn't cover the cost. In other words, they make their money over time like a wireless telephone that comes with a contract.

I had an interview with ADT in the World Trade Center back in the 80's on like the 39th floor. I got out at 33 to switch elevators and the wall moved about 8" due to wind. The windows were down to floor level. Very creepy, and that was my only time in WTC and I didn't take the job.
Posted by Slimjim on 2012-03-07:
Well they did install a system for $99 based on a contract that will make up the loss. I'm not sure how this is villanizing as I can't imagine why they wouldn't expect the contract be honored. Maybe they will take an early cancellation fee as suggested. At the same time, maybe the damage is already done (credit wise)and paying them anything would be futile to your cause.
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Service is bad, system never worked properly, bad customer service
Posted by Cheryl.hardgraves36 on 11/22/2011
WICHITA, KANSAS -- ADT said that I would get a 250.00 rebate back with my installation, that I never received, not to mention it cost 700.00 to have it installed, thought I was signing a 18 month contract, that turned out to be a 3 year contract. tried to cancel to get final bill, but then again information not disclosed by the customer service representative when I cancelled was that they had to have a 30 day notice before cancelling. Everyone I have ever talked to there in customer service is very uncaring, and rude.
System had not worked right since it was installed, every time I would leave town and turn it on, before I ever left town, I would get calls from them telling me it was going off, therefore causing me to have to turn around and go back to the house, to reset it. then it would go off while I was gone and they would send the police to check on it, costing me another 25.00 service fee with the city. It is ridiculous and not worth it.

     
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Misleading Customer Service. POOR Service
Posted by ENOUGHGarbage on 07/06/2011
This is the worst company that I've ever dealt with. They have mislead and intentionally misinformed me on numerous occasions. They portray moving your alarm system to a new address as seamless and easy. First I was told that there wouldn't be a charge, then I was told it would be minimal, then it turns into something having to do with "credits", an ADDITIONAL installation fee, an activation fee....and no one would commit to an estimate or verify ANYTHING in writing. I went through so many Depts. and Supervisors that I finally cracked and decided to pay the "Early Termination Fee". I feel that this money has been obtained through extortion. Why on earth would I continue service for 2 more years if they can't even quote me an estimate charge for changing my address. Initially I'd intended to continue service but this was a terrible experience and I feel as though they WANTED to push me into cancellation.

Seems VERY shady...a company that refuses to give a written estimate or even written verification of cancellation. DO NOT DEAL WITH THEM.
     
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Posted by leet60 on 2011-07-06:
I was burglarized once while my home had ADT service. The burglary was in broad daylight and I discovered it when returning home from work. I inquired with the police officer taking the report regarding notification by ADT. The police dispatch had received notification but it was considered a low priorty call - essentially, if your local P.D. is busy in many areas, residential burglar alarms are dealt with as time allows. In my area the large number of false alarms with ADT and other companies over the years caused the prioritization of these alarms to be low.

My alarms now are dealt with by the two large dogs in my home : )
Posted by jktshff1 on 2011-07-06:
The police are minutes away when seconds count.
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ADT telling lies to customer
Posted by Begood on 07/18/2010
We moved our apartment and before shifting we checked with ADT and they told us you move to your new apartment we will put the ADT apparatus free of charge in new apartment (we specifically checked are we starting ...a new agreement they said no --we confirmed it twice) and then a guy came to our new apartment and made sign a new agreement and told it is only for one more remaining year we happily signed the agreement then the game happened over and now they say that we have started a new agreement so we have to pay for another 3 years. Now they have charged for both the old and new apartment (one disconnected ADT service in old apartment and for new service in new apartment) and we have contacted them for 3 months till now they have not refunded us the money. They tell it takes a month to refund the money. Why it takes 1 month to refund the money if so we have contacted them many times till now we have not received the money back and now they say we have two agreements. How that is a customer is having two agreements. We were loyal customers thinking that we would like to continue this service for another year even after moving to new apartment now we are wrong and we feel really frustrated with this company the ADT.
     
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Posted by Venice09 on 2010-07-18:
I agree, that's some fancy footwork on the part of ADT. But I have to ask.. did you read what you were signing or just take the guy's word for it? Not that deception is ever right, but you still have to be responsible for what you sign.
Posted by bcd on 2010-07-18:
My personal experience with ADT is that the sales reps say one thing and the written terms of the agreement indicate something different.
Posted by tnchuck100 on 2010-07-19:
As with ANY subscription based service (satellite TV, cell phone, "free credit report", etc.) salespersons are interested in one thing only - A SIGNED CONTRACT (and sometimes it is only implied) to get their commission.

ALWAYS read what you are about to sign. What is verbally told to you doesn't mean squat. ONLY what you signed counts.

These companies have no regard for what you termed a "loyal customer". They definitely have shown you that means nothing to them.

In the future get any changes to services in writing BEFORE the changes are made.
Posted by ENOUGHGarbage on 2011-07-06:
ADT never"puts anything in writing" unless it's a contract. I tried to have them put my moving costs to a new address in writing and received a flat out refusal to give me even an ESTIMATE.
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