ADT - Dear Mr. Karnuth, In February 2012, my family moved into a new home. With many decisions to be made in a new home, one of the most important was our home security. Several sales people came to our door. When the ADT sales rep came to our door, I told him we didn’t have a home phone and really weren’t planning on getting one. He told ME that was not a problem. ADT would work with our cell phones. Great, I had the system installed. In August 2014, thirty (30) months later, I had to install a new back door. Once installed, it did not respond to the key pad on the wall. I called ADT to have service come out for repair. When they asked me for my home phone number, I told them we did not have a home phone at the time of installation. The customer service rep said “we don’t operate without a home phone”. Much to my surprise, we found out that our home hasn’t been monitored for the full thirty (30) months that I have been paying for the service. I was told; I should have turned the pink piece of paper over and read the fine print, instead of listening to the sales rep who intentionally deceived us to make the sale. What? Really? When I spoke to the supervisor, she agreed ADT was responsible and offered to refund me fifteen (15) months (only half of what I have paid to ADT) of the monitoring. Frankly, that isn’t good enough, we have been paying in good faith for thirty (30) months, and I should be reimbursed for thirty (30) months, because ADT has technically done nothing for those thirty (30) months. I was then sent to Lakilla Allen who told me she would submit the information to her supervisor to refund the difference and get back to me. In the meantime, we still don’t have a working alarm system, and the next repair date was going to be September 23rd. Lakilla said she was able to expedite the service call to September 8th, so the technician could come out and see if there is a home phone installed which would have been used for the installation in 2012. I told her due to having a young child at home; I did install a home phone April 21, 2013. Over a year after we moved in. Again, it never crossed my mind to even contact ADT as I thought our alarm system worked off of our cell phones. I e-mailed her the paperwork form from Comcast showing the installation date (April 21, 2013), and at that time she informed me that you had denied our claim for the remainder of the money we have paid ADT for monitoring which was never actually done. I asked what happened to the technician coming out? She said the claim is DENIED. That said, we have paid ADT to do nothing for thirty (30) months (thanks to the ADT rep who lied to us to make a sale). I am only being reimbursed for fifteen (15) months. I still don’t have a working alarm, I don’t even know if the technician is still coming out. I also have five (5) months left of a contract with a company, I no longer trust to do the right thing by us. I am asking you to re-visit this claim, as I feel this is an injustice to me as a consumer, I put my good faith and trust in ADT to secure my home and my family, just to find out it wasn’t being monitored, and I have been living with a false sense of security. ADT Code of Conduct Our values -- Trust, Collaboration, Service and Innovation -- are what we stand for, what bonds us together, and what we won’t compromise on. ADT is committed to making sure that all Team Members understand these values. That understanding begins with the ADT Code of Conduct, a guide to help Team Members know what is expected from them and to help them make good decisions.
Posted on: Fri, 05 Sep 2014 21:23:03 +0000
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