Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/12/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just bought a house as I was moving in a guy from adt came to the door. We told him we were not interested and he kept pushing as I was on the phone with my own job he was talking and he had Mr **** a **ntract without knowledge. I've called and explained this to them and they refuse to let me out of my **ntract. The alarm sets itself off when we open the garage door. I ** tasted them and told them that the person they spoke to is no longer a resident here but had my signature on file. I never even spoke to the salesman I can prove I was on the phone e the whole time he was at my house. I need help. I do not want their services. The alarm is faulty and having g to make it to it all hours of the night when it decides to go off is ridiculous. I asked to speak to higher up after I got off the phone with the 2nd person after being told I **uld cancel and have to pay 100 percent of the fee when the **ntract states 75 percent. I also called the day before and the lady I spoke to said she **uld help me cancel the ac**unt and never mentioned anything regarding a fee. I've reached out to the salesman with no answer.

  

  Business Response

  Date: 06/06/2023

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  Smart Home Security LLC
  ************************************************************-1540
  **************
  
  Please forward this on to the correct company.

  

  Business Response

  Date: 06/12/2023

       We spoke to this customer for the first time last week after being in service and monitored for the past 6 months.  She expressed her concerns with her system stating the issues mentioned above.  We offered to send a technician out to resolve the issues, but the service was refused.  We asked if she had called ADT directly when the system was malfunctioning for a service appointment and she stated that she did; however, it seems she called in for service, but decided to cancel instead.  Therefore, the problems persisted.  We explained the termination process and termination fees (which are 75% of the remaining service charges on the contract) and this is when she explained she wasn't involved in the original sale.  Unfortunately, all we see from our side is the signed initial contract, the installation of the complete system (which was allowed), the deposit paid for the system on the customers provided card, and the monthly rates paid for monitoring.  Normally this constitutes agreement with the service.     

       The point of the contract is so we can recoup our initial investment from the system.  We install over $1000 of new security equipment, pay sales reps, pay installers, and we only charge a monthly monitoring fee of roughly $64.  Therefore, if someone calls in to cancel prior to the contract completion, we are losing a lot of money unless we have termination charges.    

       For this specific scenario, In speaking with the customer about the events, it seems her live in boyfriend could be the one who may have signed the agreement and provided all of her private information.  We explained to the customer that we would forgive her termination charges if we can reach her boyfriend and collect termination charges from him.  This customer stated she would have the boyfriend contact us to discuss and that is where we left off.