Complaint Review: ADT Inc.

Four and a half years ago I engaged ADT Security for home security services. After having an ADT system installed, I began having multiple problems with the ADT security hardware. On two separate occasions, the system malfunctioned and ordered EMT medical services (ambulance) to my home - once in the morning while I was away from home and a second time at about 9:15pm on a Sunday night.

  In addition, we’ve had multiple instances of the alarm sounding in the middle of the night, only to discover that an errant sensor had sounded the alarm. We’ve been diligent and patient as customers and have followed the advice of ADT’s tech support representatives to the letter - including battery changes and other routine maintenance.   The system has continued to malfunction anyway. In previous phone calls with ADT, we have been assured that ADT had tracked down the problem and resolved it. We’ve also been assured that those problems would not happen again. I’ve been terribly frustrated by the problems with the system and ADT’s inability to resolve the issues satisfactorily and permanently.   Every incident robs my household of peace-of-mind as well as precious work time dedicated to phone calls with ADT’s technical and customer support.   I have paid my bill on time every month since the start of our business relationship. I have been courteous and patient with their customer service representatives. I have honored my end of the agreement from the very start. ADT has not. Every call to their customer service representatives is treated like a sales call. I’m only offered solutions that will oblige me to pay them MORE money and extend my contract even further.   ADT’s customer support apparatus is a frustrating, byzantine phone tree that necessitates multiple callbacks and hold times that often exceed a full hour. Their ‘callback’ service is unreliable.    ADT has failed on multiple occasions to provide reliable, error-free security monitoring services, despite their many promises to the contrary. That puts ADT in breach of contract. They simply are not providing the service I have been paying for. Nor are they providing a remedy to these problems that doesn’t cost me additional money.   I am insisting that ADT waive the small remainder of my ‘contractual obligation’. They are in breach of contract and have behaved in manner that is adversarial and predatory.