ADT Securities - home system monitoring, La Jolla, CA - trouble with sytem during contract - didn't renew contract, but billed anyway - account sent to collection agency

# 7 for September 20, 2003

Complaints.com received the following on September 19, 2003:

From:

RE: ADT Securities - home system monitoring, La Jolla, CA - trouble with sytem during contract - didn't renew contract, but billed anyway - account sent to collection agency

Renaissance, La Jolla

San Diego, CA 92122

I installed an ADT system back in 1996 with a two year contract. After two year contract was over, ADT started to charge my credit card the first year after the contract WITHOUT MY PERMISSION! I wrote them a letter to notify them that they CAN NOT do that. They DID THE SAME THING the year after only this time I had cancelled that credit card. They tried a couple of times and ONLY THEN they sent one of those letters like "we would like to serve you better and please subscribe....".

At no time within last 7 years they ever called to ask about customer satisfaction or send a customer satisfaction form or ways to improve service. The only time they ever called, was when the annual contract was due and in those cases, they just called to get a credit card number.

Then in last 2 years, system started false alarms whenever I was away for a few weeks. Neighbors complained, police complained, relatives complained, ... ADT never bothered to inquire WHY? Numerous calls to their staff resulted in nothing but they trying to charge $100 an hour for a visit while according to their sales people, the problem could be interference.

After all things have changed since 7 years ago in the wireless world. Numerous complaints always put me through their Tech Support (they were helpful and nice). I let the contract ran for 2003 and retired the system. ADT continued to send bills for the new year while I had cancelled. Plus the fact that due to the contract, I am not obliged to renew AT ALL. Their rude customer service and billing (puts Sprint and MCI in late 90's to shame), said they will pay all police fees in the future!!!!

Imagine they like a customer to use their service while they admit it has lots of false alarms and they are willing to pay police charges!!!!! This proved to me a dysfunctional organization simply there to rub their customers. No wonder, not even one ADT sign exists in the area I live. I guess people knew better to use a local service. I was simply fooled.

I do not recommend ADT for any HOME use. They are the most disrespectful for their customers, in my experience.

And you guessed it right, they have sent this years subscription to collection agency. I talked to their salesman in my local area and he said he agrees with me but he loses his job if he sides with me and talk to his boss. I have written three letters to ADT describing the experience and have requested a written response, they have refused to send any written response.

Their salesman called me twice just to sell me a new system to solve the false alarm problem and taking no responsibility for the existing system and the fact that I am not interested to do any business with them.