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ADT Complaint - Horrible Customer Service - Home Alarm System
Home Alarm System - Complaint
KENTUCKY -- About a year ago we installed an ADT system in our new house. We specifically mentioned to the sales representative that we were planning on getting a pet and to please set up the motion sensor they were installing so that when we did get our pet he/she wouldn't set it off.
Fast forward to two weeks ago when we bought little Yumi home. We set the alarm and went to bed and were awoken to the sound of our alarm going off.
It turns out the installer never set the motion sensor up so that a pet wouldn't set it off, even though on the Service Agreement we signed said to set this up for a pet. It says and I quote "1 motion sensor (pet)"
So I call ADT and speak to someone in "monitoring" who informs me that the service charge to get them to come out here and change it will be $94.00(US) for the first 30 minutes plus an additional $40.00(US) for every additional 30 minutes as well as another $250.00(US) for the cost of a new motion sensor.
To say I was livid would be an absolute understatement. When I questioned the representative about why I was being charge for an obvious mistake on the installers part she got rude and told me that there was nothing she could do.
Fine.
I called USAA and spoke to a representative there who could not believe that I was treated so poorly and did a three way conference call with ADT to find out what was going on.
I was put in touch with another representative from ADT who claimed to be a supervisor. When questioned by the USAA representative the ADT representative said that even though it was in the contract that it was supposed to be set up we still needed to pay for the service call and dispute the charges when the installer was done adjusting the sensor.
Even the USAA representative was appalled that they were STILL charging me for their error. The USAA representative proceeded to explain that the ADT contract with them covers this type of thing and we should not be charged, again we were told that her hands were tied and that there was nothing she can do to help us.
I finally was able to get a hold of the sales representative from ADT who sold us our system and even pointed out to her that in the contract that the three of us signed (her, myself, and my husband) that she wrote in to set up the motion sensor for a pet. She agreed and we did another conference call with the "Monitoring Center".
When she explained to the representative that this was a contractual obligation that we be set up for a pet we FINALLY spoke with someone who can get the situation rectified.
I was put in touch with someone from appointments and was told that this would be no charge and that low and behold this type of thing was covered in our maintenance agreement with ADT.
So why if this one person could see this, did the other 3 representatives I spoke to overlook this? Why did I have to speak with almost 6 people today to get ADT to fix a mistake that they themselves caused by not properly setting up our system?
The installer will be here on Friday to adjust our motion sensor, hopefully I will not have to write another complaint.
Fast forward to two weeks ago when we bought little Yumi home. We set the alarm and went to bed and were awoken to the sound of our alarm going off.
It turns out the installer never set the motion sensor up so that a pet wouldn't set it off, even though on the Service Agreement we signed said to set this up for a pet. It says and I quote "1 motion sensor (pet)"
So I call ADT and speak to someone in "monitoring" who informs me that the service charge to get them to come out here and change it will be $94.00(US) for the first 30 minutes plus an additional $40.00(US) for every additional 30 minutes as well as another $250.00(US) for the cost of a new motion sensor.
To say I was livid would be an absolute understatement. When I questioned the representative about why I was being charge for an obvious mistake on the installers part she got rude and told me that there was nothing she could do.
Fine.
I called USAA and spoke to a representative there who could not believe that I was treated so poorly and did a three way conference call with ADT to find out what was going on.
I was put in touch with another representative from ADT who claimed to be a supervisor. When questioned by the USAA representative the ADT representative said that even though it was in the contract that it was supposed to be set up we still needed to pay for the service call and dispute the charges when the installer was done adjusting the sensor.
Even the USAA representative was appalled that they were STILL charging me for their error. The USAA representative proceeded to explain that the ADT contract with them covers this type of thing and we should not be charged, again we were told that her hands were tied and that there was nothing she can do to help us.
I finally was able to get a hold of the sales representative from ADT who sold us our system and even pointed out to her that in the contract that the three of us signed (her, myself, and my husband) that she wrote in to set up the motion sensor for a pet. She agreed and we did another conference call with the "Monitoring Center".
When she explained to the representative that this was a contractual obligation that we be set up for a pet we FINALLY spoke with someone who can get the situation rectified.
I was put in touch with someone from appointments and was told that this would be no charge and that low and behold this type of thing was covered in our maintenance agreement with ADT.
So why if this one person could see this, did the other 3 representatives I spoke to overlook this? Why did I have to speak with almost 6 people today to get ADT to fix a mistake that they themselves caused by not properly setting up our system?
The installer will be here on Friday to adjust our motion sensor, hopefully I will not have to write another complaint.
Comments:
Posted by Stew on 2009-05-13:
Good review Princi and I'm glad it all worked out in the end. There is no substitute for persistence. And finally a big ole kudos to USAA for assisting you. USAA rocks!
Posted by BokiBean on 2009-05-13:
Go Girl!!!!!! VH review and glad that the whole family and Yumi will be secure.
It makes me wonder if the person who claimed that there would be a service call just became stubborn about it and wouldn't admit her error! To me, it just makes common sense that another visit to your house would just be covered without a charge.
It makes me wonder if the person who claimed that there would be a service call just became stubborn about it and wouldn't admit her error! To me, it just makes common sense that another visit to your house would just be covered without a charge.
Posted by bargod on 2009-05-13:
I used to install alarm systems way back and what they quoted you was outrageous. It dosen't require a special senser and it's a minor ajustment that a tech can do in a few minutes depending on how many sensers you have. Glad things worked out for you.
Posted by Principissa on 2009-05-13:
We only have 1 sensor by the door. I have the contract that we signed as well as the work order with the checklist stating that the installer set it up for a pet. I've got them by the berries, I'm just waiting to see if I'll have to squeeze them at this point.
Crabs, I swear by USAA, they are hands down the BEST company we have EVER done business with. I recommend them highly to anyone.
Crabs, I swear by USAA, they are hands down the BEST company we have EVER done business with. I recommend them highly to anyone.
Posted by BokiBean on 2009-05-13:
I'm cookin' chicken thighs for my security system... :D
Posted by Principissa on 2009-05-13:
Mine's getting a london broil and baked potatoes.
Posted by Wally86 on 2009-05-13:
What is USAA.?
Posted by BokiBean on 2009-05-13:
Hehehe.. shhhh mine might be listening. :D
Posted by BokiBean on 2009-05-13:
Oh, mine barks! forgot to say... I think the security system that talks is getting meatloaf..haven't decided yet.
Posted by littleyaya on 2009-05-13:
London broil? No fair Princi! I'm making Hamburger Helper tonite for the kids.
Posted by Principissa on 2009-05-13:
Well come over here! We've got plenty.
Well mine barks, well growls, no, I guess he fights with a chainsaw when he's sleeping.
Well mine barks, well growls, no, I guess he fights with a chainsaw when he's sleeping.
Posted by littleyaya on 2009-05-13:
When I lived with my ex, we would grill steaks, and chicken, and things like that every night. I don't miss him, but I miss that grill.
Posted by Principissa on 2009-05-13:
LOL! I'm actually going to have to buy a new grill this summer. She's dying on us. I've got my eye on a nice Weber though, hubby is not going to be happy with the price, but a porterhouse usually shuts him up.
Posted by Stew on 2009-05-13:
Wally, USAA is an insurance and financial services company for those who serve or have served in the United States military and their family members. I agree with Princi it's the best company I've ever done business with. Case in point I just recently got married. I switch my wife's auto and homeowners from State Farm to USAA and it cut her premiums by 70%. She was shocked to say the least. They also have extraordinary customer service. A total '10' in my book.
Posted by Principissa on 2009-05-13:
Agreed Crabs. We just got a discount this year 5% for not filing any claims with them, they called it the safe driver discount. I have never been treated anything but good when calling them. As I said, hands down best company I've ever done business with.
Posted by statisticschick on 2009-11-09:
Classic ADT experience in my book. Their customer service is horrible. All they care about is hooking you into that 3-year contract. After that, they don't care if the equipment works properly, if they're meeting their contractual obligation, etc.
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