ADT Security Services Complaint - Cancelling was a nightmare
AUSTIN, TEXAS -- I never had problems with the product itself...we just rarely used it, and even with the USAA discount, it just wasn't worth the costs.
I signed up WITH a USAA account, which meant we got a discount AND our contract time was a year shorter than most.
When I tried to cancel, they told me that I had a year left and that they had no proof that I ever signed up as a USAA customer - proving that I was a USAA member during the time I signed up was not enough.
I had my customer copy of the original form, where it clearly stated I had a USAA account. They told me to fax it, but I couldn't, since it was a faded carbon copy and you could barely read it as it was. They told me to mail it, and I wasn't about ready to send the only copy I had. Making copies of this was almost impossible. I begged and begged for help, but they were dead set on making me pay those early termination fees. I read every word on sheet, but it all came down to a checkbox, which I couldn't prove through the telephone.
I really felt like they were treating me like someone who was trying to scam them. Finally, after a lot of wasted time on my end, the local company that installed got a hold of ADT and told them I indeed signed up as an USAA customer.
For a security company it just seems like they would be more careful in how they organize their records! I love USAA, but I'll never deal with ADT again.