Complaint / review text:
I need your help! I am soooooo beyond stressed with ADT! I get 4-5 false alarms per week! I have been billed for $50 from the City Police Dept for having to come out and there is no emergency.
My alarm was going off approximately 3-4 a week!!! One night, it went off at 1:00am, 1:22 am and 3:00am! This is unnecessary. I was so frustrated because it woke my 3 year old son and I up every single time. I've called multiple times to get someone out to the house to get it fixed. I was told a supervisor would call me in 24-48 hours. No one called. I called again. I was told the supervisor would call me. No one ever called! I continued to get the false alarms! After one Saturday of it going off at 7am - I was DONE! I was so incredibly FRUSTRATED!!!
So I called ONE LAST TIME to try to remedy the situation! After being transferred to three different people who did not know what they were doing I just wanted to cut all ties with ADT. I spoke with one man in the Loyalty dept who was INCREDIBLY RUDE! He spoke in a demeaning manner and stated that he would cancel my account and I would be billed $1,000 for the remainder of the year. I told him I would not be paying for the future or any prior bills I had received as I wasn't going to pay for a service that was not working properly.
I have been waiting for the letter with the $1k bill and also the paperwork that a customer rep promised to send me to refund me the $50 the Police Dept was charging me. I still have not received either one. I was told this morning that no paperwork was ever requested! What?!
For the passed two weeks I have been receiving 3 phone calls per night on the home phone. I called ADT and they said a supervisor was trying to get ahold of me. I gave them my cell number and said to have him/her contact me on that line. No one ever called me AND the phone calls continued! So I called back last night and they said they didn't know why I was getting called so they put me on a "Do not call" list.
I got another phone call this morning! What the heck?!?!?!?!?!!?!? So I called back this morning on my way to work AT 8:00am mountain time and it is NOW 9:05am mountain time. I have been on the phone with ADT for AN ENTIRE HOUR!!! I need to start working but no, I'm on the phone STILL trying to figure this out! I am pulling my hair out with ADT already!!!
What do I do??? I was told that my account is now 90 days passed due and it's going to affect my credit! That is not right! Why should a bill be affecting my credit when the product I'm supposed to be paying for is faulty? They also said they reversed the credit you gave me because I cancelled the account. How can it just be taken away after it was promised?! ADT just wants more money! This is completely LUDACRIS!
They wrote in my notes that I "refused to schedule" another appointment. That is NOT TRUE! They just kept telling me I had to take off work. I cannot do that! I'm a single mom and a contractor. If I don't work, I don't get paid. I think I have put in enough blood, sweat, tears and time on the telephone with ADT without having take off work and not get paid. That is my bread and butter and my means to support my son. I am appalled that I would even be asked to do such a thing! Especially because this will be the THIRD TIME someone needs to come out and fix this system already! What kind of company is this?! It's not my fault there are problems with the system. Why is it that I am the one that keeps getting penalized and punished (i. E., taking time off work, $1k bill, $50 bill from the PD.) I can't even believe all of this is happening. This is the worst company I've ever had to deal with. The customer service reps all tell me something different and no one seems to want to help! I just don't get it. AT ALL.
If the system was working, correctly and not scaring my 3 year old half to death at all hours of the night and early morning - I would keep the service to avoid the penalties BUT I will not continue to subject myself and my son to this! Absolutely not! I don't believe anyone would.
I don't see what the problem is with just getting someone out to fix the darn thing. Really?! They act like I'm asking for something outrageous. All I'm asking for is for someone to FIX THE PROBLEM! I don't know what is so hard about that.
I'm so upset!!! I never imagined after only a few months I would be going through all of this. I have such a bad taste in my mouth with ADT. I'm tired of being on the phone with them almost every day with problem after problem after problem! It's 9:20 and I've been on the phone now over an hour and 15 minutes. This is unacceptable!!! :/0