Leese28's avatar User  Leese28  (Opens a pop up layer) Member Stories | ‎04-17-2014 10:36 AM

I'd rather live without locks!

Military families: DO NOT SIGN A CONTRACT WITH ADT! They do not respect the military clause.  I would rather live without locks than do business with ADT again.

When it came to for my husband and I to PCS, I called ADT, spent an hour on the phone with them and was transferred at least 10 times.  Finally, they instructed me to fax them a cancellation request along with a copy of my husband's orders. Went to Staples, sent the fax, tried to call to confirm it was received, "Oh, that's processed by another department." Three days later, I had a massive charge from ADT on my credit card.  I called them, they said that it was normal and it was being processed by the refund department. They assured me it would be removed in 10 business days.  Well, 10 business days later, the charge was still on my card.  I called my credit card company, to verify that there were no pending refunds, and of course, there weren't, so I called ADT again.  I was told to give it more time, it was still being processed.

Meanwhile, I called my credit card company and gave them the information and filed a disputed. They ruled in my favor and removed the charge from my account.  I checked my ADT account several times over the next week or two and it didn't look like there were any problems.


Over a month later, I got a notice from ADT that my payment of the massive cancellation fee was denied by my bank, and the payment did not go through.  The next day I received a letter from a collection agency.  I have now sent copies of my husband's order to ADT 3 times, and now I'm having to send a copy to the collection agency.


Every time I speak with ADT and they thank me for my family's service, I feel like it's a giant slap in the face! They do not respect our military, they have horrendous customer service, and they lack effective communication skills.  After several phone calls during the course of a month, no one could bother to tell me that they lost my husband's orders or there was any problem.   

Comments
by Lizinal ‎04-17-2014 07:45 PM
I did research on ADT before I signed fup for service and heard nothing good about them so I went with another company. USAA should reconsider their affiliation with this company
I did research on ADT before I signed fup for service and heard nothing good about them so I went with another company. USAA should reconsider their affiliation with this company
by ‎04-18-2014 09:24 AM - edited ‎04-18-2014 09:26 AM

Everyone;

 

Seems that Leese28 is not alone in their experience with ADT and that Lizinal may be on the right track with the suggestion for USAA to evaluate their affiliation with this company.

 

Here is a USAA LINK which shows additional Member Community Posts which describe Members experience with using ADT.

 

USAA Member Community Search - ADT

 

Also here are some related EXTERNAL LINKS should you desire to explore this issue further.

 

ADT Security Systems Consumer Complaints and Reviews

 

BBB Business Review - ADT Security Services, Inc.

 

Forewarned is Forearmed...

 

 

 

Everyone;

 

Seems that Leese28 is not alone in their experience with ADT and that Lizinal may be on the right track with the suggestion for USAA to evaluate their affiliation with this company.

 

Here is a USAA LINK which shows additional Member Community Posts which describe Members experience with using ADT.

 

USAA Member Community Search - ADT

 

Also here are some related EXTERNAL LINKS should you desire to explore this issue further.

 

ADT Security Systems Consumer Complaints and Reviews

 

BBB Business Review - ADT Security Services, Inc.

 

Forewarned is Forearmed...

 

 

 

Analisa's avatar User  Analisa Administrator

by Administrator ‎04-18-2014 02:29 PM

We'd like to know more about your situation, so we can get you in contact with a specialist. They'll be able to research your situation, record your feedback and determine how we can provide assistance. Please email your contact information and member number to socialmedia@usaa.com and we'll reach out soon. 

We'd like to know more about your situation, so we can get you in contact with a specialist. They'll be able to research your situation, record your feedback and determine how we can provide assistance. Please email your contact information and member number to socialmedia@usaa.com and we'll reach out soon. 

by Brooks&Doll ‎04-19-2014 03:21 PM
We used ADT at our last location and had no trouble canceling due to a PCS. We called and were given an email address to send our orders and ADT did the rest. We are currently using ADT for monitoring at this location but it's through a local company that allows us to go month to month. This may be a better option for military families. ADT is a big company so even if you go through a different company, you may still be monitored by ADT.
We used ADT at our last location and had no trouble canceling due to a PCS. We called and were given an email address to send our orders and ADT did the rest. We are currently using ADT for monitoring at this location but it's through a local company that allows us to go month to month. This may be a better option for military families. ADT is a big company so even if you go through a different company, you may still be monitored by ADT.
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