I signed up for ADT, and was sold on a high end alarm, using the convenient "three pay" option (as you can imagine, this breaks your installation charges into three monthly payments). I gave my debit card number, as was required. To my horror, the next day, ADT drained my checking account for the FULL installation charge. They also took a second charge of $80, which, to this day, no one can explain...
I didn't find out from ADT (they should've said: "oh crap, we messed up, let's call the customer so they don't bounce any payments, and offer a huge apology while we immediately reverse our error..." Oh NOOOOO, that did not happen.) In fact, ADT never bothered to reach out to me. I found out from my bank. I then had to call ADT, chase down a representative, get transferred countless times, only to be eventually told that they have requested a reversal of the huge debit, and in the meantime, have processed the first of my three installment payments! I cancelled my debit card immediately, and asked to cancel my contract. This is where the fun begins...
For six months now, I have had to manage my ADT account as if it were a full time job (literally). They send statements with charges and credits that make NO sense, and NO ONE at ADT can explain them. Then, a couple of months ago, they start sending me nasty "overdue" notices, when the previous statement showed zero balance. During all of this, my alarm sounded on two occassions, and ADT didn't respond. I called corporate to exercise the service guarantee again, and was told they would charge me full cancellation fees, so I was to go through the local office, where they could honor it and reverse the charges/close the account, etc. That was a nightmare. I started communicating with Ronnie Smith, the "service manager", who would promise to resolve the problem and call me. Of course, he didn't. I left him message after message for two months. Finally, an internet email to corporate (not my first!) resulted in a corporate rep calling me. She got a local person to call me to "resolve" my warranty. I was put off for another week and a half, and today was told that the manager, Rick Gibson, instructed I am to be charged for cancellation if I close the account, and that the warranty is not to be honored. I have over ten pages of detailed documentation where I have chased down answers and resolution for the past six months (to no avail). No one at ADT disputes anything that I have documented. If what I have experienced does not qualify for the satisfaction warranty, than I assure you, there IS NO warranty. It's a fraud intended to lure consumers into a false sense of security, to sign a multi-year contract, and they have no interest in honoring this "guarantee" regardless of what they do.
BEWARE, BEWARE, BEWARE! I'm a relatively savvy consumer, and I couldn't have imagined for a moment how horrible ADT would be. At this time, I am filing suit against ADT for fraud and damages. Keep an eye out - I'm sure this one will go class action.
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