Public Mediation

My Claim vs. Adt Security System (Defenders)

H. N. vs. Defender Security System - Protect Your Home - Adt
P.O. Box 650485, Dallas, Texas, 75265, United States
Amount Involved: $1,200.00
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Statement of Claim
Complaint Involved (1) - View
"ADT Security system installed a security system in my home on 21 Sept. 2015 and was agreed between the installer that it was on a trial basis. I decided I did not want the system on the 23rd or 24th. I attempted several times over several days to contact ADT. I did not get hold of a person that would talk with me about cancellation of the system, because of a three day time frame in a contract to accept the system . I explained that I had not received a copy of a contract at the time of installation and was not aware of the three day time period. In the meantime I reproduced a cancellation notice from the internet and submitted it with a letter requesting cancellation. I also have submitted a second cancellation notice without acknowledgement. I have talked with a few people at ADT since but no one will accept responsibility.
I had given my CHASE credit card number to ADT Systems at installation and was charged approx. $1,100.00 for part of the installation and monitoring system. A letter was also submitted to the credit card company. I stopped payment to ADT by CHASE, but in after about 2 to 3 weeks ADT submitted which I think was INVALID contract pages requesting they be paid. CHASE over-road my stop payment and paid ADT the $1,100.00. The system is still installed in my home and I get a harrasing telephone call every morning asking that I pay a bill. I inform them I will not pay and ask for the party to notify ADT CO. of my position, this has being going on since Sept.. and no one has contacted me except the dunning company. The new bill is now approx. $300.00 and expected to rise.
NOTE: The installer had a tablet computer with the necessary billing data and had inserted my name as an eloectronic signature. I had seen this electronic signature but assumed it was an acceptance of the installation. I did not get a copy of the tablet bill nor a copy of the contract from the installer at the completion of installation. A cpoy of the data from the tablet computer was submitted to CHASE by ADT as an acceptable contract with my electronic signature. CHASE accepted this without questions to me.
There is no way anyone could possibly get a system cancelledby ADT in the three day period that is on the contract. It also an unrealistic time frame for a contract. It appears to be a SCAM system by ADT to RIP OFF it customers.
An electronic system with cameras from BEST BUY can be purchased much cheaper and also monitored and controlled by iphone."
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Additional Communication Between Claimant and Defender Security System - Protect Your Home - Adt Hide
  • Jan 28, 2016, Claiming party added:

  • I do not know who posted the response above but it appears that ADT, at a higher level within the company, is denying responsibility for my claim and putting the monkey on someone else back, such as a contractor. I don't know what part of the ADT organization was persuing payment and in contact with CHASE credit card company to obtain funds from my credit card account, through false contract claim. It appears to be at the higher level of the company. It also appears that the higher level of the organization is not in communication with their contractors, except when collecting money.

What Claimant Wants Hide
1. Refund: purchase price plus installation and any future payments that may occur Jan 29, 2016 $1,200.00
Just make me happy!
Claimant invites Defender Security System - Protect Your Home - ADT to make a fair offer to resolve this complaint.
Cash total : $1,200.00
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Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)
Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:

  • "Customer needs to contact the authorized dealer he contracted services through (Defender Security 800-689-9554). Any termination charges are going to be assessed by the dealer. An ADT Authorized Dealer is an independently owned and operated company. They install and sell alarm equipment, but do not provide a monitoring service. They partner and contract with us to provide a monitoring service to their privately acquired customers and, in some instances, ADT purchases the contract from them after a pre-arranged set of time. "

This claim will remain posted until resolved.

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  • Contributed Solution: by Bryan Morris On 12-28-2016
    View more
    ADT should forward this complaint to its authorized dealer and stop passing the buck More...
If you are a party to this claim, click here.
Is this a fair resolution?
  • Comment: by J Petaluma (1519 points) — 40 Years In Business. Curious About Everything, Love Helping People Figure Things Out.
    • On: 04-01-2016
    View more

  • If Defender's an authorized dealer to the extent that the homeowner understands it to be part of ADT, shouldn't ADT have an interest in Defender's business practices?

    I don't understand these bundle deals where no-one is actually responsible for the overall transaction. From the complaint and response as stated here, I suggest that the only solution would be for ADT,  Defender and the claimant to have a conference call and hash everything out.


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