Complaint Review: ADT

ADT can't install their outdoor cameras if your service provider doesn't help them. If your service provider does help them, your entire network will be vulnerable to attack. My service provider will not help them, but ADT placed the cameras anyway and then I found all this out when ADT refused to come and get the equipment they left in and attached to my house. Beware, the external camera company is not really ADT because when you call ADT about them, they have no control over and no real knowledge of them and will hide them from you. ADT thinks they have stuck me with $3K worth of worthless equipment. Here's what happened:

I have been an ADT customer for over 16 years. I met with ADT Security company sales representative, Cory Marrero on 1/27/2016 and the representative described a service that, after installation, it would allow us to monitor the outside of our home remotely.

ADT security company installers brought out some external cameras, attached them to the outside of our house but after 2 visits to our home, they never got them to work because the installer never mentioned or accessed the router and the technician who came out later refused to access router saying 'we don't service your router.'

So I asked the technician to take the useless equipment and he refused to do that. From spending hours on the phone trying to get them to come and get the equipment, I found out from ADT representatives, Cory Marrero and Derrick Miller that in order for their equipment to work, Verizon, my internet service provider, would have to go against Verizon's own security policy, and not only that, Verizon would have to assist ADT in going against its security policy, which Verizon refuses to do of course. Verizon indicated that our entire network would be compromised if ADT did make the changes to my router that they say they need. So the risk would be all on me.

ADT does not know how to make the cameras work without assistance from Verizon. Which I did not know at the time of signing the contract or at the time the installers were at our home. The sales rep nor the installer ever said a word about this.

Now ADT refuses to come and get their equipment and they obviously think they have roped me into a contract worth 3 Grand. The contract states that I have 3 days to cancel, but the installers did not come out for 5 days. And when they did come out (2/2/2016 & 2/16/2016), they left the cameras that they couldn't make work as described.

On the phone, Cory the sales rep, Derrick Miller, and Terry Widera, the Corporate 'Loyalty' person said they understood and would have someone come out and get the equipment 'but first they have to talk to someone else.' Now they are not responding to calls or texts. I called my attorney. If I have to sue them, I'M DONE WITH ADT.

These people hide behind ADT and you will spend hours trying to get the following information but I finally got hold of Terry Widera: ADT Security Services
265 Thruway Park Drive
West Henrietta, NY 14586
866.561.0952 x 1154028
fax: 855.307.4368
[email protected]

She now doesn't answer her phone. I plan to contact the Atty General's office, the BBB, and consumeraffairs.com next!