We contracted with ADT a little over a year ago to install a new system. We wanted a system that did not need to be dependent on a land line and we wanted 4 cameras initially with the option to expand to 8 later. The sales person suggested which equipment we should purchase and the placement of items so we agreed. From the beginning our concerns were ignored. First of all we requested that the installation happen in one day, so that we would not have to take multiple days off. This was ignored, they would come install a piece or two then tell us someone else would come in a couple of days. Then another person would show up and so on. We had 3 different techs on 3 different days and they all complained about the previous installers work. From the MOMENT our system was up and running we knew there were issues. The cellular phone system they installed was not working correctly and the alarm would go off randomly. I would call and complain and they would tell me its our land line. ATT would come out and tell us there was nothing wrong with our landline. The other issue from the beginning was that smoke alarms would go off at random times with no provocation. ADT refused to come out and take care of these issues unless I agreed to a technician charging me a minimum of $143 for half hour and on from there. I argued that this was ridiculous since it was a brand new installation that had not worked correctly from the start. This argument went on for an entire year and kept getting escalated, the entire time we were without protection. Finally customer service decided to incur the cost of repair and sent someone out. It turned out that they had installed one system but were showing a different system all together, so the software wasn't working and that is why we had the alarms going off. They fixed that problem but when they looked at the DVR that they had given us, they told us it could only take 4 cameras and since we had owned it for a year there was nothing they could do for us. This went against what their salesperson had promised us. They also repaired the smoke alarm but it only started going off AGAIN. Now they want to charge me for the repair. They did credit us half of what we paid in services for the first year.
This company is rude, irresponsible and uncaring. They would not even give me a physical address for the company when I requested it so that I could make this complaint. They said they didn't give out that information. I have on several occasions requested a copy of our contract which they have refused to send to us. I would like to end our business arrangement with ADT with no further monetary obligations. I would like to contract with a reputable company that actually likes its customers and understands their importance.
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