Complaint Review: ADT Security System - Nationwide

 The following is a timeline of events for account 402-060-494: Aug 31st, alarm system installed, we discovered the system wouldn't meet our needs. The door chime was not loud enough when a door was opened. Also, the phone apps as well as the moveable keypad were not allowing us to arm the system. Sept 1st, Michelle informed our Sales rep, Rob Keller, of the problems and that this system wouldn't meet our needs even if it did work. He said that ADT has another system that would work for us and that he would have a scheduler call us to schedule for sometime between Sept 6 - 8th since we were leaving on vacation Sept 9th. Sept 7th, ADT calls and informs us that a tech would be coming out on Sept 8th, ADT never called to schedule this time and Michelle had to cancel a PT appointment for our son to accommodate. Sept 8th, the tech,Mike Herr, arrives and tells Michelle that he would have to cut through walls, the kitchen backsplash, our custom pantry to install the other system. The system would also leave wires exposed in the pantry shelves(so we couldn't use those shelves for storage) and along the walls and baseboards in our home gym. The tech also stated we would have to have an electrician come out prior to the install because the main panel he was installing needed a power source. The tech also told Michelle that the install would take at least 8 hours to do. Mike also stated that the ADT alarm we currently have is not meant for this size house and many ADT customers complain about it and have it removed. At that time Michelle informed Rob Keller that the system that the tech wanted to install wouldn't work and that we didn't want that installed. She also informed him that the system that was originally installed would need to be removed since it didn't meet our needs and it didn't work. Sept 9th, we left on vacation. The system was not removed per our request. Sept 18th, back from vacation. Michelle sent a text to Rob Keller to again request the removal of the security system. No response from Rob Keller after several texts. Sept 19th Michelle sent another text to Rob. Rob responded at 7:07pm advising to call the 800 238 2727 service line to schedule service. Michelle again requested that the system be removed since it doesn't meet our needs. She requested a reasonable accommodation due to our medical needs. Sept 20th Michelle called the service line and spoke with Gerry, a manager at ADT. Gerry advised that he would not send out a tech for service or removal of the system. Gerry then hung up on Michelle. Michelle then sent several unanswered texts to Rob Keller regarding the system that doesn't work and how ADT has left us in a bad situation. Sept 21st Michelle sent several more texts to Rob Keller with Rob answering at 5:08pm to stop texting him, he could not help her. Sept 21st - Sept 27th The system is continuously beeping with error messages and with no call from ADT monitoring w/ questions on the system. It is if they are not monitoring as well. Michelle has texted her concerns to Rob Keller several times each day with no response. He finally answers and says service the system. Well that is not the issue. The system ADT installed does not meet our needs and cannot meet our needs. No amount of servicing will fix that. Sept 27th We were finally able to get the number to cancel our system monitoring through an ADT rep via their online chat. The online chat rep stated that ADT has a 100% money back guarantee if we are not satisfied. (this is also in writing, we copied and paste the entire chat) We called and spoke to Devin(employee # 148157) in the Retention dept. He listened to what happened to us and told us that ADT has had problems with the system that was installed in our home and that they haven't worked all the problems out yet. He advised us to send an email with what we told him and that it would be no problem to stop the monitoring. ADT would also send a box to allow us to send back the system, though that wasn't a requirment. Devin also said that ADT has a money back guarantee and that there would be no charges to us. ADT has Devin’s phone conversation on a recorded line. Sept 30th We received notification that our monitoring was cancelled. However, the notification stated that ADT was going to charge us $1,481.63 for the cancellation. We did not sign a contract with ADT nor did we agree to these charges.