Nearly Six months ago I called ADT to purchase a security system to replace my Brinks security system. I told the person on the phone what I was looking for and what system requirements I had. I even told them what type of door sensors I wanted. I was looking for an apples to apples price quote. After about an hour on the phone we had it all figured out and she quoted me a price. I was told that a salesperson would come to my home with all the components we talked about and they would be able to install the system that day after I signed the paperwork and gave them a check.
The salesperson arrived on the scheduled day and we started talking as his tech started installing the system. Come to find out that the door sensors I had requested and was told he would have he did not have. He also did not have the garage door tilt sensors, and the thermostat. Then when he pulled out the control panel it was a push button system not the touch screen I had requested.
I was told that he could return in about a week with the thermostat and door sensors. He told me that the touch screen system was not available at that time but I could upgrade it when it can out. I told him that he could just take his equipment and leave because he was not prepared and did not have the equipment I requested. He assured me that I would get the system I wanted it would just take a few extra days for the thermostat and sensors and that the touch screen would be coming very soon and I could upgrade it when it came out. He did not tell me that it would cost me more money to do so. Against my better judgement I said ok.
Nearly a month later I still did not have my thermostat and door sensors. I tried calling the salesperson, but he would not return my calls. Finally, someone answered my calls and brought the thermostat and sensors. The salesperson never did call me back. The system ran ok, but still was not what I requested as far as the application and features that I had with Brinks. Just an FYI, I do not like Brinks either. Every time I called customer service, I was on the phone a minimum of 45mins on hold. That is why I left Brinks.
About a month ago I needed to change the code on the front door. You can not do that though the application (something I requested with the touch panel), you can only change the code manually at the lock itself. This is not very easy and required a screwdriver to remove the cover. After trying several times to get it changed it finally changed but then I could not control it at all though the app (lock and unlock). I called for customer service to get it fixed. After explaining my issue and that I was not happy with the system the person told me that if I upgraded my system to the "Control" system I would be able to do everything I asked for from day one. I also found out that the "Control" system had been out since February. Yes, that's right, you may have figured it out, the sales person lied to me about its release date to get me to except the "Pulse" system instead. We had someone come out and fix the door lock and scheduled a call to upgrade the system from "Pulse" to "Control".
Now we have the "Control" system and I can change the lock code from the app but can no longer control the thermostat or have the automations (auto alarm and disarm the system) feature. When I asked the installer about connecting my thermostat and garage doors the tech gave me a blank deer in the headlights look and said he didn't know how to do that. He also made several personal calls while he was in my home installing the equipment. He left with out even attempting to connect the thermostat or garage doors. I called customer service to see about the automations and was told the new system didn't offer them. I expressed that I wish someone had told me that before I upgraded me to a system that gave me less features.
Now, I am being told that, I am stuck with a system I do not want and does not do what I was told it could and would do. When I asked about the 6 month guarantee I was told I didn't qualify for it and would have to pay an early termination fee to get out of the contract and the money I paid upfront is gone. If you decide to do business with ADT or Defenders your crazy. Do not make the same mistake I did. Buyer beware!!!!!! These people are incompetent and liars. They will keep you on the hook and drag things out until your 6 months are up and then say too bad your stuck with what you have unless you want to pay a early termination fee and lose your investment. read more
