Upon moving into our new house ADT contacted us to have an alarm system installed. One of the catches was because I am a verteran and a member of USAA the monthly rate, as well at the installation are at a much lower amount.
Upon installtion we noticed that the invoice was not correct and at that time the installer called in and ensureed us that it would be corrected. On 2 June ADT billed us not only at a highter amount, but for the full install.
I phoned the customer assistance line at ADT and spoke to a representative named Atlanta. After hours upon hours on the phone, she concluded that I was not telling the truth and that I had nothing coming. I asked to speak to a Supervisor and I was connected to someone named Damean. After another couple of hours he concluded the same as Atlanta. I asked if we could have a conference call with the installation people to verify what I was saying. They stated that was not there job and to have a nice day.
I then contacted the installation compant myself and they backed up exactly what I was saying and put me in contact with someone named Charles who acknowledged ADT's mistake, and ensured me that he was on it and was going to handle it. He gave his contact information as well as Jennifer his supervisor.
After 11 repeat attempts to contact ADT, because no refund was ever received, I received NO phone calls back. Not one. I did some internet research and found that the President of ADT's name is John Koch, so I decided I would email him and see if there was any response.indeed there was.
I was then contacted by Doug Lawver who stated that he agreed that I was over billed and that he would handle the situation from there. He agreed that he would refund me the over billing, but that would now take ANOTHER 5-7 buisness days.
In regaurds to the over billing there are countless over draft charges that have been appied to our bill only paying account. Doug has made me go to my bank for the 7th time in regaurds to this and have the bank contact him to prove that the over drafts were as a result of ADT's over billing. This, after having faxed my bank statement to ADT on 4 seperate occasions. My bank has completed this, and have in very clear details explained and shown ADT where there billing has caused all of these issues.
To date, 11 June. I have recieved no refunds, no reimbursement, nothing. Not one single dime for all of there mistakes.
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