Would give less than 1 star if I could
Would give less than 1 star if I could. We moved into a house with an ADT system already installed, so we were going to just take it over so we could make the payments. ADT sent a tech out to check all of the sensors. He was here for 3 hours doing that. Everything seemed to work fine when he was going through it with me at the end to demonstrate. Two days later, I discovered a door wasn't working because it was supposed to be armed, but then didn't alarm when we opened the door. I called ADT and discovered that the TECH himself was the one who disconnected all of our doors and windows the day he was there "checking" everything. At best, that was genuine incompetence. At worst, he messed with our alarm system for a nefarious purpose, which made me deeply uncomfortable. Regardless, I was upset and asked ADT when they could send someone back out to fix it. They didn't have an appointment for 4 more days. Not ideal since we were going out of town, but fine. I paid our housesitter to be here for the appointment. Guy shows up at the tail end of the 4 hour window, then says he has no idea what the original tech did to mess it up, but that he'll have to be the one to come back out to fix it. I said I absolutely did not feel comfortable with the original guy coming back. So I also paid our housesitter to wait for 4 hours for the guy to be there for 5 minutes to NOT do anything. I called to cancel the service since we decided to get Ring sensors like we had at our old house. The woman on the phone was very nice, couldn't believe what I told her had happened and said absolutely I could cancel with no penalty. She then put me on hold for a while, then came back trying to sell me 3 months at a cheaper rate and sending a very experienced tech to fix the problem. I told her that was NOT what I wanted and that I wanted to cancel. She told me that she understood. I realized today that I was still being charged the monthly bill. Call ADT AGAIN and they said it's because it can take a while for the cancellation to occur. She also tells me that I'm still going to be charged for the early cancellation of contract because they have some 3 day grace period to decide to cancel. If outside of that, you owe the penalty of the remainder of the contract. I told her that if the first tech hadn't been completely incompetent, then we'd be using ADT, but since he completely messed up and we had NO service, I didn't understand why they couldn't help me with this resolution. I didn't realize what a problem we were having until after 3 days of signing up for the service. Completely predatory practices. They do not care about doing the right thing. I have also submitted a complaint to BBB, which I have never done before. I do not usually complain or leave negative reviews, but I had to let everyone know how bad my experience has been.