Failure to Provide Adequate Protection Services Since Alarm Installation in New Home.
We began service with ADT and their installation partners Blue Light Security Inc. on March 10th 2015. Since that date, we have had multiple issues with the alarm system that prevent us from trusting or using the system from this point forward.
Within the first day of installation, we discovered that the motion sensor was not installed in the correct location and was causing false alarms whenever we set our alarm to away. Within 5 minutes of leaving the house we would receive calls that our alarm was tripped.
We informed Blue Light and they moved the sensor to another location to prevent false alarms.
About a week or so later, we received another call from ADT security about our alarm being tripped. We discovered that one of the nodes attached to our upstairs window had detached and caused the intruder alarm to be triggered.
Once again we called ADT and asked them to check the installation of the nodes and confirm that they have been installed properly. They came by, repaired the node that had dropped and then proceeded to check the remaining nodes stating that they are secure.
Then on Sunday March 22nd, my wife and I were awoken at 2am because another node had dropped from the downstairs bedroom window, which was a different node than the one that detached previously. I remember this date explicitly because I had a critically important meeting that I was flying out to at 6am that morning. My wife was at the time 5 months pregnant, and I was very concerned about the impact the shock of thinking that someone was breaking into our house would place on her and the upcoming baby. We also have a daughter who is 1 year old, who did not wake up luckily by this event, but again was a huge concern for us.
I was starting to get very frustrated but I still contacted ADT and asked to have someone come and once again fix, verify and confirm that the nodes were all installed correctly. They came by and stated they were.
Two weeks later, around the end of March beginning of April, once again two node located in different parts of the house, the back kitchen window, and the side downstairs window fell and caused a false alarm. At this point, my family no longer trusts the system and we no longer activate it when away due to the significant amount of false alarms. We called ADT and asked to have another company look into the installation, but were told that is not possible at that time. I was forwarded to Blue Light and we scheduled an appointment for the next Monday to have their technicians come in and check.
The technicians never arrived, and I waited a week to see if someone would contact me or notify me about the reason why. After waiting, I once again called ADT and at this point asked to just cancel the service, mentioning all of the above issues as the reason why, letting them know that we no longer trust the alarm system, and that we have not had a proper installation since we signed up for their service.
The customer retention officer stated that he was extremely sorry about the poor dealing I have had so far and offered to give us the first two months free since we so far had a poor experience. Despite being fed up, I agreed to have the technicians come again and they once again arrived and reattached and confirmed that all the nodes were installed correctly.
Then, about a week later, around April 19th or so, another node fell giving us another false alarm. At this point, our family completely distrusts the alarm system and it is no longer something we turn on or even think about protecting us at this point. I asked to have it canceled, and ADT stated they will review the case and get back to me. Again they offered more free time and for someone to come look at the alarm system, but I stated that we no longer wished to have this service and to cancel.
I received an invoice from Blue Light stating that we had to pay for the hardware and the remainder of the contract. Below is my settlement.
Here is a copy of the invoice:
Description Units Cost Per Unit Amount
TOUCH KEYPAD 1 325.00 $325.00
WIRELESS CONTACTS 15 95.00 $1,425.00
WIRELESS MOTION DECTECTOR 1 160.00 $160.00
KEY FOB 2 85.00 $170.00
42.99 X 33 = 1418.67 X .75% = 1064.00 $1,064.00
Invoice Subtotal $3,144.00
Tax Rate 0.00%
Sales Tax -
Deposit Received -
The settlement that I am requesting is that due to not having a properly functioning alarm system since the day we had it installed, that I would like to have the hardware installed removed, so that we no longer have it as part of the house, as well as not requiring a charge for those hardware items as mentioned in the itemized cancelation invoice pasted above.
Also, I feel that the contract should be completely rendered void as ADT and Blue Light Services failed to install and maintain a properly functioning alarm system in our new house. It not only caused my family undue stress and inconvenience, but also prevented us from feeling truly secure in our home.
To summarize, I do not feel that we should pay for any of the charges on the invoice. I am okay to keep the charges for the previous months while we had the service active, but I feel that the company should remove the hardware installed in our home and cancel the contract without requiring us to pay for any remaining 33 months of service outlined. Thanks for your time!
Contact Name and Title: *************, office man
Contact Phone: XXXXXXXXXX
Contact Email: *****@bluelightalarm.com
Recent issues with our vendor honeywell we were supplied with faulty devices that did not adhere to openings. Multiple clients were affected unfortunately. We made our best efforts to return and try to remedy the situation by reapplying adhesive to faulty sensors. Mr. **** had several service calls during which our technician has been fixing the issue. we understand that headache and discomfort caused by the situation. Mr. **** at this point will not allow us to return and service the system to bring it up to working condition. Our company offered several times to correct the problem caused by a fault other than our own. Mr. **** is under contract with ADT and unfortunately they will not process a cancellation after the install without penalties. We would be greatful if Mr. **** would allow another opportunity to service the system Blue light is willing to offer monitoring credit for the client going back to day one to start fresh if Mr. **** would allow. We are certain that an amicable resolution could be found. We are very sorry for what happened and filed a complaint with our manufacturer as well. We understand that this will not help Mr. **** and will not change what happened. Our main priority right now is to provide a solution without any further harship to Mr. ****.
(The consumer indicated he/she DID NOT accept the response from the business.)
It is not on the customer to have to accept the fact that faulty devices were installed, and I have had sensors that have had the adhesive reapplied fall after a week or so. I have already had multiple visits to my house with attempts to correct the issue, and was never given a reason for faulty devices. Constantly having to worry about the next false alarm is a detriment to the health of my family, especially with my wife at her late term of pregnancy. Since our contract was not fulfilled by your company by installing a working alarm system and that we no longer trust having your hardware installed in our house, we request that the contract be terminated without penalty and that we have the hardware removed from our home and not be charged for the faulty devices.
Speaking to an ADT representative, they state that the contract is specifically written by Blue Light Security, and that you have the ability to nullify a contract without any penalty, especially when it comes to the amount of grief received by a customer during the early stages of the contract. As mentioned previously, there is a historical record of the issues that we have been constantly experiencing, and we no longer wish to continue the service and refuse to pay for penalties due to a lack of providing an adequate service and causing more stress and anxiety to myself and my family.
Please revoke the contract minus penalties due to not providing an adequately working system and schedule a removal of the devices from our domicile. Thank you.