ADT Complaint - Horrible Customer Service
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.
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.