Complaint Review: ADT Security Services Walter Orcutt - Anaheim California

Here is a new update on my original report. Shortly after i posted this report, i made a full report with the Better Business Bureau regarding ADT and what they were doing to me. When the BBB notified ADT that they had a new complaint, ADT actually called me and took care of this situation for me immediately. They stopped all collection efforts, and informed me they were mailing me a check for the refund. After 15 days of that call, i still did not get a check, and the BBB closed the case as satisfactory for some reason. I called the BBB and told them not to close the case because i did not get a check. Next, I got another call from ADT and they apologized that I did not get my refund check. So they requested a new check, and 2-3 days later, they actually FedEx'd it to me overnight, to my surprise. So they really came through and did what was right in the end. I am glad ADT decided to do what is right.

TO THE ADT EMPLOYEE: Here are the facts: 1. I never received any contract 2. The contract terms were never explained to me. 3. It is the ADT sales reps responsibility to ask the right questions, check what phone systems we are using, before he sells the service. If the system does not work with VoIP phones, then why did he ever sell the system to my company? He just wanted the commission. And we do not know how the system works, we just know we need an alarm system and were told when the system will be installed. 4. The ADT sales rep never explained to me that the alarm could be directed to my cell phone. 5. I only received 2 pages I signed as copies, and none of this was mentioned on the paperwork 6. The ADT sales rep never returned my phone calls after the sale. I even called this past month acting like i was a new customer, and no returned phone calls. CONCLUSION I filed a report with the BBB for the local ADT office, and a week ago they did finally call me and they STOPPED all collection efforts, and they are refunding my $240 by sending me a check by mail. They have resolved this matter to my full satisfaction, so i will wait and see if i do get the check in the mail. I DO BELIEVE THAT ADT IS PROBABLY A GOOD COMPANY, THEY JUST HAVE A HORRIBLE SALES REP WORKING FOR THEM. AND THEY DO NOT HAVE A GOOD SYSTEM IN PLACE FOR RESOLVING DISPUTES OR ISSUES, AND A WAY FOR THEM TO COMMUNICATE WITH A SALES REP WHO REFUSED TO RETURN PHONE CALLS AND FORCE THEM TO TAKE CARE OF THEIR CLIENTS. I WILL WAIT FOR THE CHECK TO ARRIVE IN THE MAIL.

VIOP will not work with any monitored alarm system. It's stated in the contract. I work for an ADT Dealer in the Northwest we have a rider that all customers sign. It's called a non- traditional telephone service rider. It states that VIOP and some digital, Internet and dsl, adsl or other Internet based phone systems may not work properly. It also states that you understand that an additional back up method of communication may be required to contact the monitoring center. Also look at your Alarm Services Contract. It states that you have read paragraphs 5,6,7,8,9 and 10. In paragraphs 19 and 21 it covers breaking the contract and phone systems. You should contact the head Office Adt Security Services, Inc (Adt Worldwide) 1 Town Center Rd, Boca Raton, FL 33486-1002 Contact Phone: (561) 988-3600 URL (web address): www.adt.com I'm sorry you had such a bad time dealing with ADT. I explain this info to all of my customers. You could add cell back up or as ADT calls it Cell Guard. It's a smart thing to do any way if someone cuts your phone line or if you have loss of power. With a Digital phone you only have so much back up power. In my area it's about 4 hours. So if you have no power or working phone line you aren't going to have a signal going to the monitoring center. Banks, Pawnshops and Drug Stores are just a few that must have cell back up. I have this on my system and just use my cell phone. Hope this helps you out. ADT is the best it's just sad that all it takes is a few bad sales people to give all of us a bad name. Lesson to be learned is to read any contract very carefully.

I HAVE NOW CALLED THE LOCAL OFFICE NUMBER THAT IS ON WALTER'S BUSINESS CARD, AND AN ADT SALES REP NAMED RUSTY IS THE ONE NAMED ON THE VOICE MAIL MESSAGE, SO MAYBE WALTER NO LONGER WORKS FOR THE COMPANY. Anyways, i have now called 5 times over the past 10 days, and left a message for Rusty to call me back. And Rusty does not in any way know who i am. THE RESULTS? Just as expected. No one ever answers the phone, and when i leave a message for Rusty to call me back, i still have not got a call back from Rusty ADT SECURITY SERVICES 4161 E LA PALMA AVENUE ANAHEIM, CA 92807 TEL - 714-579-6401 FAX 714-256-6520 I HAVE EMAILED THEM SEVERAL TIMES AS WELL AND DID NOT GET ANY RESPONSE AS WELL. They will only respond and call you to make a sale! That is it! AFTER THE SALE, YOU WILL NEVER HEAR FROM THEM AGAIN. +++++ I FILED A BETTER BUSINESS BUREAU CLAIM AGAINST THIS OFFICE, AND HERE ARE THE DETAILS: Re: Complaint #55063823 - ADT Security Services, Inc. We have formally processed your complaint and sent it to the above named company. We will send you a copy of their response as soon as we receive it. Please allow up to 14 business days for a response to be received before you inquire about the status of your complaint. If the company contacts you about your complaint, let us know. This will help us to keep our information current and take timely action on your complaint. Thank you for using the Better Business Bureau. ++++++ NEVER DO BUSINESS WITH ADT, BECAUSE IF YOU HAVE ISSUES, THIS IS WHAT WILL HAPPEN TO YOU. THEY WILL NEVER RETURN YOUR PHONE CALLS.