- Report: #1053707
Complaint Review: Secure Automation - ADT Authorized Dealer - Nashville Tennessee
-
Author Not Confirmed
Why?
Secure Automation - ADT Authorized Dealer
507 S. Gay St. Nashville, 37902 Tennessee, USA
Phone:
888-702-3221
Web:
http://www.securewatch.net/
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Secure Automation - ADT Authorized Dealer Tricked into three-year contract for alarm service Jackson Mississippi
May 4, two reps that said they were with ADT were coming through my neighborhood offering security services because a house nearby had a recent break-in. I was leery because my mom had service with ADT before and had trouble with billing. However, I thought I would give it a try since we did not have any monitoring at the time, but I did not want to be obligated to the service if I was dissatisfied and wanted to cancel. I asked the reps two or three times where there was a contract involved because I did not want a contract, and they said there was no contract. For that reason alone, I decided to sign up. They wanted to install the same evening, but I asked them to wait and I scheduled a date for the installation. One of the reps called me back, and I asked them to come the afternoon of May 15. My mom would be home for the tech to install the equipment since I would be at work.
On May 15, after the installation, my mom called and told me that the equipment was installed, but a form had to be signed before it could be done. She signed it for me since I wasn't there. When I got home, she gave me the carbon copy of the form that just says Promotion Reservation Form at the top and lists what was installed. I thought it was pretty standard, so I didn't suspect anything.
May 21, I got my first bill, and I noticed that my name was misspelled. I called customer service to get it corrected, and the rep kept saying the word "contract" during the conversation. I got concerned and asked what she was referring to, and she said I was under a three-year contract. I was livid. She transferred me to another rep who said that if I cancelled, I would have to pay the remainder of my contract. I had two days to cancel after the instalation, and the day before was my last chance. At $47.99 a month, there is no way I can afford that. I looked at the form again and saw a customer authorization box with six statements that required an X next to Yes or No. Item 4 says: "I understand that I have signed an agreement to receive monitoring services for 36 months." My mom put an X next to Yes, so my guess is that she did not understand what that meant. If I was there and was able to read it first, I would have asked about it.
Later that day, I spoke to someone at the corporate office in Jacksonville who told me that they did not have everything in the system for me yet, but the authorized dealer is the one who holds the cards, She said she would contact them and call me back in 48 hours, but I could call her if I did not hear from her. Sfter three days, I called her back, and she told me that the authorized dealer would cahrge me a termination fee if I cancelled. I asked her to email them back with thw amount and forward the response to me, so that is what I am waiting on now.
I am so disappointed and angry because I was lied to by the reps I spoke with. I'm sure they knew fro the beginning that I would be under a contract, but they told me what I wanted to hear to get me to sign up. I am also angry with myself because I normally don't accept door-to-door solicitations, but since a previous alarm company came by my house the week before for the same reason, I thought there was something to it.
Please be careful with authorized dealers. Work with the company directly if you can so you won't end up in a situation like mine.
2 Updates & Rebuttals
lwill74
Jackson,Mississippi,
To Dave
#2Author of original report
Thu, July 11, 2013
The point I was making is that if I went through ADT directly I would have known about the contract. The sales reps lied to me about it to get me to sign up. Since the ADT customer service rep told me I would have to pay for the remainder of the contract if I cancelled, I thought that I had no other choice but to keep the service. By the way, the person I spoke with from ADT headquarters who said she would email me never did.
dave
Tennessee,couple things not correct
#3General Comment
Wed, July 10, 2013
You get the same agreement with adt corp. Before the company can built your acc. You get a qa call making sure you understand the terms and have everything correct just for this reason. Not going to say that they didn't leave anything out at the door but that comes with sales teams. That's why they only do the res form and the installer does the contract as well as having a qa call before anything can be started. The corp office for the dealer is in knoxville as well. You should have gone further up the ladder if you passed your 3 days you have to cx.
