Due to a break-in, I decided to get a home security system. I met with Brinks and then with ADT. Sales representative Paul Singh, 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, Mr. Singh 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 Paul Singh lied through his teeth about these 2 issues just to make the sale.
I gave Mr. Singh a $40.00 deposit check, per his request, and we scheduled an installation appointment for the following Monday. I asked Mr. Singh 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 Patty 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 Patty 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 Mr. Singh 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 Mr. Singh 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, Kimberley 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. Sean Brophy, Sales Manager, has been polite, and understood my concerns, but had to pass the decision along to his superior.
His superior - one Keith Brown - is out of the office for the week. Someone named Nicole Diaz 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.
S. Raymond
Martinez, California
U.S.A.
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