Complaint Review: ADT Home Security Systems - Indianapolis IN

 Gabe, The terms you are talking about were not presented prior to completion of installation. The comments stated to me prior to installation was I could cancel within 6 months if I did not want this service. This is the terms I agreed to because this is what I was told. Knowing what I was told and what was on the tiny screen for me to sign is different and in my opinion a deception.

A company should take care of customers and not just show sympathy. Having this said, I had to call ADT today 29 March 2019 to make a complaint about the ADT System not allowing me to arm the system due to multiple fault codes. I have an appointment for 1 April 2019 from 1200 pm to 500pm. I now am being told that I must pay for a fee for a technician to come out and check the problem on the system I pay for on a monthly basis.

Why am I paying for monitoring fees of $57.19 a month when the system can not monitor due to fault codes? I again was never told that I would need to pay a $25.00 fee to have a technician come to ensure the system is working properly. The operator waived the fee this time but told me I would be charged $25.00 each time a technician comes to my home.

This is another way for ADT to take money out of the consumers pocket when it has a chance. If a customer is paying a monthly monitoring fee then all services should be provided to ensure the equipment will work during the time of monitoring. Now, I have a system that does not function and I must wait for someone to come out to my home to fix and my home is now not being monitored, yet I am paying the monthly fee.

Look at my point of view, I am now paying a monthly fee for something that is not working until a technician comes out, I have to pay for a technician to come out in order for the system to monitor, and lastly my home is not being monitored. Now, the service I pay for is not working due to fault codes and waiting for a technician.

 Andrew, If Defenders (aka Protect Your Home) is independently owned and operated retailer using the ADT name for services your company is going to be the one looked at for providing service and support for the Defender company. ADT should not point the blame at a company if you authorize them to use your name to provide a service.

Having this said, I had to call ADT today 29 March 2019 to make a complaint about the ADT System not allowing me to arm the system due to multiple fault codes. I have an appointment for 1 April 2019 from 1200 pm to 500pm. I now am being told that I must pay for a fee for a technician to come out and check the problem on the system I pay for on a monthly basis.

Why am I paying for monitoring fees of $57.19 a month when the system can not monitor due to fault codes? I again was never told that I would need to pay a $25.00 fee to have a technician come to ensure the system is working properly. The operator waived the fee this time but told me I would be charged $25.00 each time a technician comes to my home.

This is another way for ADT to take money out of the consumers pocket when it has a chance. If a customer is paying a monthly monitoring fee then all services should be provided to ensure the equipment will work during the time of monitoring. Now, I have a system that does not function and I must wait for someone to come out to my home to fix and my home is now not being monitored, yet I am paying the monthly fee.

Look at my point of view, I am now paying a monthly fee for something that is not working until a technician comes out, I have to pay for a technician to come out in order for the system to monitor, and lastly my home is not being monitored. Now, the service I pay for is not working due to fault codes and waiting for a technician.

Hello. We apologize for your frustrating experience. However, the 6 month guarantee only applies if there are existing issues with the service that are not able to be fixed. The standard time to cancel your agreement without any early termination charges is 3 buisness days from when the service was established. 

Additonally, Defenders (aka Protect Your Home) is an independently owned and operated retailer of our monitoring services. Therefore, they offer their own promotions, install and sell their own alarm equipment, and are not owned by ADT. If you have any trouble reaching Defenders, you can email our team at [email protected] with your account information and we'll follow up with their escalation team on your behalf. You can also reach Defenders diretly at 1-800-689-9554. Thank you. -Andrew 

Hello. We apologize for any trouble this is causing. Per the terms of your agreement with Defender security, there is a 3 day right to cancel upon completion of your installation. These terms are presented prior to completion of installation. We sympathize with your situation however, and would be happy to review further. Please contact us at [email protected] and please include your account information. Thank you. -Gabe