ADT Security Services, Inc.

Run do not walk away from ADT Services.
They do not know what they are doing.
Run away. Far far away.

In Philadelphia, I found there to be little benefit to use ADT (either corporate or especially via a reseller) when activating an existing system. The price I was given for installation and a 3-​year contract (by both corporate office and reseller) to monitor an existing «fully loaded» system, was oddly the same as what I paid in a property that had never had any equipment.
Also, despite the unbreakable 3-​year contract on the customer’s side, ADT will attempt to raise rates yearly, and has a policy to charge for battery replacement of your door and window sensors, unless you do it yourself.
There were also numerous issues with the installation.
1 — I was over-​charged by $ 1,000 for installation, i.e. my first bill erroneously included the full retail price of the system. This was taken off when I complained and pointed out I’m on a contract. At times, I was also over-​charged for the monthly rate, and I had to take off auto-​pay because I did not trust how much ADT would take out automatically.
2 — The installer came into a house with a perfectly good hi-​end system with all the features, and somehow ended up spending a whole day replacing everything. System was relatively brand new. Why it took a whole day and $ 1,000 worth of additional equipment, I’ll never know. I asked for the option to just monitor what I had, month-​to-​month, no dice. The price was the same as when I had gotten service for the first time at another property.
3 — The installer came on a different day than scheduled. My cleaning lady happened to be there, and let him in, but she had to be stuck at home for a whole day babysitting the unexpected visitor, missing her flight.
4 — none of the zones were documented by the installer. I have 14 blank lines with no idea what they mean. I cannot bypass a zone as I don’t know what its number is.
5 — The installer knew I had a cat, set the sensitivity accordingly. I have a very small cat. Yet, it somehow set the alarm off at 3am, right before a wedding, causing me and my immediate family (who are listed as emergency contacts) to get no sleep.
6 — Resellers do the company a disservice. They create the impression the left hand does not know what the right hand is doing. Reseller convinced me to schedule an appointment, saying everything is fine. When the time came — they could not activate the system. I called to corporate ADT instead, to complain — they said the reseller should have never scheduled an installation, as ADT clearly listed a prior owner still having service. The reseller should have never scheduled the appointment. However, they were all to quick to pre-​bill me $ 99 ahead of the visit, then they called and confirmed what Corporate already knew — they could not install the system as prior owner did not disconnect yet. I had to haggle to get it refunded.
I regret getting the system, and I am stuck in a contract with 1990’s technology, paying every month for something I rarely use, as it is not reliable.
Meanwhile, there are many start-​up players who offer $ 200 devices that can learn your behavior and has cameras that can send videos to your smartphone before waking up the whole world for a faulty sensor, while my $ 1,000 system feels antiquated.
Oh, did I mention they charge you to service their own system, despite how much I am already paying — so if the battery starts to run low, you personally have to run out to the store to figure out which special battery to get, and which of the many sensors are supposed to get this battery?

I am so upset. When I first sought the service it was to turn back on the basic ADT alarm already in the house. The guy came to the house and put in monitors and stuff all over the house. I was distracted working outside with a contractor and didn’t realize the ADT tech was ripping out the old and installing all new stuff then he wouldn’t leave until my wife was told to sign the contract. That was 30 months ago.
When the bills started coming it was for 55.00 a month I called to stop the madness only to learn I had to keep paying. Today I called again and after being given the song and dance including being offered a 28 /​month rate I was told I can’t cancel yet anyway because it is a three year contract. I was under the understanding it was one year. I offered to pay the buy out saving me 100 dollars but no I cant do that because my wife has to cancel the contract since she was the original signer. My advice get the 15/​month plan from what are they called and install it yourself.

I will never have ADT again!!! I had it installed in our apartment to replace the unit that was already there that was not hooked up to notify the police. Well, this weekend was our move out date. When the rep came to sell me the system, he said that there would not be any issues moving it over to our next residence. That they would move it over. Well… that was totally incorrect. When I called to notify ADT that I was moving they said that they would have to install a brand new system into the new address. (So I would have to pay for a new install fee $ 125). When I asked them when someone would come by to disconnect the ADT system and reconnect what they took out from the apartment, they said «Oh I’m sorry, but we don’t disconnect our system. You will have to leave it there or take it down yourself, and we can not put the old system back in». So even though you took something out, you can not put it back in??? SO NOW I AM STUCK WITH A $ 360 DOLLAR BILL TO HAVE THE APARTMENT SEND THEIR GUY TO «PUT BACK WHAT ADT TOOK OUT». I also called and cancelled the new system being put into our new home. When I asked billing if there was any type of credit that could be applied to our cancellation fee due to the miscommunication on their part. they said no. Thanks for nothing. I will never deal with you guys again. You are misleading and do not disclose your policies. I will also never recommend you to anyone.
I really wish I would have gone onto Unilocal and saw all the bad reviews before I got ADT. It would have saved me over $ 1000.

They refuse to honor their «6 month money back guarantee.» The technician that came to fix their faulty equipment was 7 hours late and when he left, the system malfunctioned within minutes. We called the company back and said a technician would be by the house after 8:00pm. We requested to cancel service since it has been faulty since we started and they refused to honor their guarantee.
All positive reviews for ADT are most likely fivers (paid to write positive reviews). If I was a house robber I would specifically target houses with the ADT signs on their yards. the equipment is faulty and I’d be in and out of there before any police would show.

I won’t be able to improve ADT’s overall rating of less than 2 stars. I needed protection on the home before selling since it was vacant. I was told I could transfer the service once I sold the home. Setup in Sep and sold in June. I was not allowed to move the service. Bottom line they continue to bill me every year through collection agencies. I think their contracts or their representatives don’t provide aligned information to ensure consumers don’t get taken. By the way, initially install was $ 1000.

never use this company.
they have no regard for their customers.
they could care less about your safety or your security.
never never never never use this company.
after unresponsive service, this company kept billing me when i attempted to cancer four months in a row.
not only will they not show up on time if you get into trouble, they will keep billing you even after you attempt to cancel. it has taken me over five months of being harassed and i am still not able to cancel my service.
these people are worse than horrible
stay away from this company.

I would never recommend this company to anyone. It is fraudulent. I paid for a brand new installation and after 4 technician visits the alarm has never worked properly. Yesterday the smoke alarm went off when I burned some toast and the signal never went through to ADT monitoring system. I called to follow up, they ran a test and found the windows were not alarmed and the siren was not hooked up. When I asked if a technician could come out, I was told no one was available for 2 weeks. I expressed my dissatisfaction and the customer service representative on the phone yelled at me that my alarm was properly installed. Possible the most in competent installation service and terrible customer support.

Bait and Switch
I am already regretting our decision to sign with ADT.
They sold me a $ 250 system that we actually couldn’t use.
As soon as the technician arrived he told me that the cat would set off the alarm if he got on the table, counter, or furniture; which he does every day. He said that the 80 lbs. limit didn’t matter once the animal was elevated. That made a hell of a lot more sense to me than you telling me that motion detector would be able to distinguish an animal from an intruder.
Instead of the affordable $ 250 system they sold me, we had to pay another $ 285 for window sensors on top of the money we had already spent. I feel stupid for not telling the technician that his day was over.
Now we’re roped in to this BS contract for 2 years, and we know that the first thing ADT is going to do it raise the rates when it expires. Which I guess is fine since we will never resign with a crooked company like ADT again. This was a huge mistake. I’m a fool for not looking at Unilocal before I signed up. Every review but one that I saw was a similarly bad experience to what I’m now going through.
I want my $ 285 refunded. ADT did nothing but give me a bait-​and-​switch.

Terrible, terrible, terrible! Please stay way from this awful service. I regret going with ADT so much.
Here’s the problems I’ve had so far:
1) First of all, when I talked to they sales guy, he said the service would be $ 30 a month. Complete lie, this is the cheapest plan, but it doesn’t work if you don’t have a landline (which I don’t), the sales guy promised that price without even asking if I had a landline. The next day the technician is here, and he tells me that they won’t be able to give me the $ 30 service because I don’t have a landline, and that it had to be the $ 50 one (cell phone based), and of course, he’s trying to sell me more crap I don’t need.
2) They have an app called «Portal ADT». It doesn’t work, a lot of the time I try to set the alarm, it doesn’t do it. I either want to go out or go to bed, and I have to call their customer support so they can set it for me, which takes like 10 minutes. The alternative to set the alarm on the panel is to bypass each open door /​window one by one, which first of all, the technician didn’t show me how to do because «you’re gonna use the app all the time» he said; and second, once I called and they explained how to do it is a pain in the ass and takes a long time to do it too.
3) One time my alarm went off, apparently it was a false alarm; they called me explained that the alarm had gone off and the police had come, I asked them to please tell me what the police found. They lady said she would call me back as soon as she talked to the police. NEVER got that call, so I have no idea what happened that night.
4) They said they would get my alarm permit with the San Diego Police Department, but by the time the alarm in bullet #2, which was like 2 months after I had first gotten the alarm, they hadn’t gotten the permit, so I had to get it myself. One week later, I start getting calls that they did too and I have to pay them. I explain to them that I already did it myself, so they ask for proof of payment, I tell them, sure I have it, can I get an email?, «oh no sir, you’re gonna have to fax it.» I’m like «WHAT? SERIOUSLY?» I explain I don’t have access to a fax machine, they tell me to «go to my local library to send it», really. I tell them that I don’t have time because I have a job «sorry sir, this is the only way we can do it». So I had to find time to go to the library, otherwise they would hand over the unpaid permit to a collection agency, which in retrospect, maybe that would’ve been easier because I’m pretty sure they would’ve had email…
5) Today the control panel started beeping because the battery is low, I call because I have no idea how to change the battery. They explain that the battery is behind the panel and how to take it off the wall. Turned out that their genius technician GLUED the control panel to the wall, it can’t be removed, it won’t budge. And now, they want to charge me $ 25 for another technician to come unglue it, and that he’s coming until Thursday. By the time they told me this, they hadn’t even explain how to turn off the beeping, so I say «THURSDAY? That’s ridiculous, the beeping is driving me crazy», and not until I say that they explain how to suppress it.
6) Oh another lie, the technician said that any time they would need to send someone to fix something it would be free. Now they’re telling me this is only for the first 90 days.
Please, do yourself a favor and stay away from this awful company /​service. They sell themselves as «the best», but they’re definitely not; or if they really are, I don’t even know how the other ones are. I’ve heard good things about COX, take a look at that instead. If I wasn’t in this two year contract, I would leave them immediately without a single doubt in my mind.

Very much regret my decision to sign with ADT. They gave me a quote that explicitly showed $ 0 permit fee. First bill comes in? It’s $ 16 a month. I emailed, I called, I sent a message to customer support… No answer. No returned message (on their help website). As soon as my contract ends in 10 months I’m done. Stay away. Hidden fees and no customer service.

ADT is a joke this is the worse business I have ever work with! And of course I am stuck with them for 2 years! Sucks

When my company moved we switched to ADT for our security system, what a mistake! The equipment is old, wires brittle, the «new» panel was bent and warped causing false alarms like crazy. When you have a problem and need a technician they claim the soonest appointments are always 3 weeks out. 3 weeks!!! Even when our alarm broke they told us it would be 3 weeks. What kind of alarm company leaves you without service for that long!?! Our last alarm company would send a technician the same day when there was a problem. We would cancel our contract but unfortunately early termination is 90% of the remaining contract plus fees. The sales guy is very nice and has done his best to help but he cannot make up for how poor this company functions. Oh and by the way, when you call customer support be prepared to wait 5 – 10 minutes just to talk to somebody and them be put on hold for excessive amounts of time (15 – 20 minutes, not exaggerating) and have your call dropped on occasion. If you value your sanity and the idea of a reliable security system just stay far, far away from ADT!

I’m not even a customer yet, but we’re not off to a great start. I had an appointment scheduled yesterday morning for reactivation/​installation of an existing system with a time window of 8am-​12pm. I got a robocall confirming my appointment and time 2 days before the appointment, and call from a real live human 1 day before the appointment.
Come 12pm yesterday, no one shows up. I call ADT and they said that for some reason my appointment slot was moved to 12pm-​4pm. Well no one told me! Thanks for wasting half a day of my time. The sad part is, after reading all these reviews I wasn’t even surprised nor disappointment; kind of expected this to happen.
If an ADT system wasn’t already installed in the home I just purchased, I’d be looking elsewhere.

ADT is a good company until you have a problem. I am trying to get a false alarm reimbursement from ADT for $ 84 the city of Oakland charged me for police visit even though it was equipment error, that happened 5 months ago, 4 phone calls to get paperwork, and after I sent them all required paperwork they are now telling me it takes 2 months to «investigate» claim even though they have all the required paperwork. Terrible.

So the company I work for in South San Francisco had two warehouses, we bought a bigger building i… when I called ADT to inform them of my move. they referred me to TYCO — without really finding out more about our new building and possible business opportunity to keep my account with them and/​or add a new location to my account!!!
I stayed at the SSF offices/​warehouses and kept ADT for an extra three months, I just needed to have a new account/​services installed at the new building.
The ADT representative automatically transferred me and referred me to TYCO their «sister» and «partner» company. This person gave me the wrong information because after spending hours talking to ADT representatives today they said that a representative from ADT can not determine if you can not have ADT services installed until they send someone to verify.
I had never heard of TYCO nor had I known they were partners. I had never googled them or look for services with TYCO — THANK YOU FOR NOTHING ADT!
We moved only couple of blocks away from our old location, business license wise we have the license with one city but we have the same SSF zip code.
Long story short ADT said they could not provide me with services at my new location… they referred me to TYCO, TYCO came in and did video, pics and measurements BUT they were weeks behind in installation… they could not provide me with services for 4 – 8 weeks.
BY the time I NEEDED to have a security system installed and after researching with local companies for services and having the service installed, a local ADT representative called me… I told him the drama and how ADT had referred me to TYCO without success… he was late… he also did tell me that the representative HAD made a mistake for sending me with TYCO…
I called ADT to have the services canceled at the old warehouse as we moved out at the end of November… I wrote a letter to the small business cancellation dept. as they instructed me and someone said tell them what happened and you should not have to pay the reminder of your contract as they made a mistake for referring you to TYCO…
Our credit card was charged for $ 520.29 yesterday… when I called today to ask why and after explaning my story to 5 – 6 different representatives… management was not available to get on the phone with me for me to get a refund… the representative Kenya ID#267 345 said there were no managers available to talk to me and how it would be impossible to get a refund back as I had cancelled my services — what she was not understanding is that I would have kept my account with ADT if they had provided me with the correct information… and if they HAD NOT referred and transferred me to TYCO!!!
She said she could not keep me on the phone as there were no managers available… after I had already spent 1 hour and 30 minutes on hold and getting transferred between 5 – 6 representatives.
She said a manager would call me between 24 – 48 hours of 1pm today 12/29/2015…I will be counting down the minutes and hours!!!
…UPDATE: AFTER POSTING THIS REVIEW AN ADT CUSTOMER ADVOCATE CALLED ME AND HELPED ME! SHE LOOKED INTO MY ACCOUNT AND RESOLVED THE ISSUE! I GOT BACK MY $ 520.29 AND I CAN NOT THANK HER ENOUGH! I WILL UPDATE THIS REVIEW W HER NAME BECAUSE I WROTE IT SOMEWHERE IN MY NOTES!
THANK YOU ADT FOR MAKING THIS WRONG SO RIGHT!

They hire the worse people! From the salesman to the installer. The sale guy didn’t even seem to want my business, i had to call several times to get a hold of him. My installer was even worse, the guy gave us an attitude the whole time because we did not want to go wireless, which made his job harder. The dude sat on the chair the whole time trying to convince us to go wireless and won’t move. He finally agreed to do the wired installation but messed up by pluging it into an outlet that is controlled by our garage light which goes on and off. The pervious owner of the house had bay alarm, there was a reason their old alarm system was plugged in the other outlet, I told him that and he didn’t care. I contacted adt several times, no response whatsoever. To make things worse, when i had a false alarm at my house, i didn’t know the «keyword». Apparently, the sale guy made up a keyword which he never informed me of, so the police came and i ended up paying a bill to the city for a false alarm fine. I called adt asking for the keyword and they won’t give it to me. After several calls, they told me i had to guess the keyword because they can’t give it to me. They gave me the first and last letter and told me it was a state. Thanks goodness, i was able to google it up. *sigh* I signed a 2 years contract and thankfully it is up. I’m cancelling.

This company is dishonest. They told me on the phone that all of the equipment would be free. I told the representative exactly how many doors and windows there are in my home and explained what I wanted done. Once they installed the box, they tried to charge another $ 1500 claiming that each home is different. It was one shady thing after another but I decided to give them the benefit of doubt. The box worked for 1 day and then started beeping every minute at 2am because of a low battery. Now it wont work at all. The monthly payment was $ 48, plus $ 99 for installation, and another $ 390 for equipment that didn’t cover my entire residence or include smoke detectors or carbon monoxide units. A hefty price tag over 2 years for a half complete system. Luckily they give you 3 days to rescind which is what I have chosen to do.

Always T from ADT who offered to assist is total BS. Guy never responded. Total BS. I did call their billing department, talked to a manger who agreed to waive the termination fees. She said would just charge for last month and would send adjusted invoice. Adjusted invoice never received. The next thing I know they sent my account to Collections to try to extort their early termination fees by threatening my credit score. If you google you will find this standard practice for this DISGUSTING DISHONEST COMPANY. I intend to get a lawyer and sue the jerks!

ADT IS A JOKE!!! I SIGNED A 2 YEAR AGREEMENT. THE DAY THE AGREEMENT ENDS, THEY RAISED MY RATES. OF COURSE!
I try to cancel and they won’t let me because it is under my husband’s name (even though I have the pass code and everything else on the account). My husband calls two days later and they tell him they don’t do cancellations over the phone, he would need to fax it in. We fax it in and don’t hear anything. So I call to make sure it is received. It takes them 2 weeks to go through their faxes AND the lady this time said we can cancel over the phone but only my husband is allowed too. Would have been nice for the first rep to allow my husband to do so. We also have to pay for 30 more days (even though we moved and don’t live there) because apparently they require this, even though we are no longer in contract. Have fun trying to get your money!!!

After leaving my contact on Unilocal,I was contacted by an ADT rep regarding my issues and he managed to get me an appointment with a technician within a week after my system broke. The technician who came was on time and found the problem quickly and was able to fix it. At least someone at ADT had some customer service skills and made an effort to contact me and help me to solve my issues! Thank you Andrew from ADT!

I have not encountered a scam quite like the one that ADT is pulling in ages. I called to cancel my service today, only to find out that I would have to pay on the remainder of a contract in full. The contract was for 3 years. None of this was explained to me by the slothlike and seemingly confused installer when I’d activated an inherited system. I specifically asked at the time if I would be able to cancel service and he had assured me that I would. Silly on me for not reading the reviews before I signed up. Or the 25 pages of 7 pt. font type.
Can’t wait until 2017 when I’m going to go out of my way to hire a competitor.

It is now 1:00. I have been waiting for the ADT service person to arrive during the 8:00 to 12:00 service window. Obviously he did not show up. I called and was told he may be on the way. hmmm. This appointment was required by ADT to update their equipment that I am required to pay for. What’s wrong with this picture. In my opinion I think I should be able to bill ADT for my 5 to 6 hour time spent waiting!
So it is now 2:45. ADT never came. I called around 1:00 and was put on hold for 15 minutes, the result– no information — they had no idea why the service person never came? ADT just called me back, almost 3 hours later. Oh guess what? They aren’t coming today. Oh but they have a plan. I should sit around again and wait for them all day tomorrow — day 2… and, well hey, they may, or they may not stop by, just like today. What a joke. I’m assuming If my house gets broken into ADTs response time will take two days as well. My advice, never do business with ADT.

To start, of course the sales pitch gives you all sorts of promises that are never realized. For example that ADT can install the cameras in your desired time frame. Well, they could not do the installation until three weeks after the desired and agreed upon date.
Then to get through to the Customer Service Reps, I need to be prepared to stay on hold for an average 20 min. Even when they call you back, they don’t call you on the number that is indicated on the work order, and you have to call again to find out what happened.
Another day waiting 8 – 5 for a tech who comes without calling ahead of time as requested. But that’s not all. He is NOT prepared to do the requested work. He says he was sent to do a different job that I did not request. And no one told him to call ahead. Unbelievable.
Gotta love the ADT motto I have to listen to on hold. «ADT. Always there».
I’d think twice about hiring ADT for commercial business.
I’m looking for another.

I used to love ADT,‘s predecessor, Westec. Then it changed to Edison and again to ADT. The big fish swallowing up the little fish. Unfortunately, this has left the public in the hands of a behemoth of a company that is NOT interested in Customer Service. If you call ADT and ask to speak to a Supervisor, you are summarily turned down. The operator will NOT allow you to speak to anyone other than a Lead person that performs the same functions as the original Operator. The best they offer is for you to leave your phone no. and they say they’ll e-​mail a Supervisor to call you. I’ve even done that and have NOT had anyone call me. Bottom line, ADT does NOT want to hear from its customers.
My issue. I made an appointment to have an additional, recording camera installed in my home Pulse System. An appointment was made to install not only a recording camera, but an upgraded DVR and iHub.
Two weeks later and two days before the installer arrives, I get a call from ADT confirming my appointment and the equipment that was to be installed. On the appointed day, the Technician shows up without the equipment and has to leave. I call ADT and make yet another appointment stressing what had happened and was again assured when the next Technician arrived, he’d have the right equipment. A week later, I received a call confirming my appointment and what equipment was going to be installed.
On my 2^nd appointment day, a person in a non-​ADT uniform, in a non_​ADT, unmarked vehicle arrives and says he’s to install my camera and is a sub-​contractor to ADT. This person has no information about my equipment and again only brings a wireless camera which wasn’t requested, no DVR and no iHub. I send him away and I’m furious.
I had to take two days off work for absolutely nothing and I was totally unable to reach a Superevisor at ADT and as of today, still haven’t heard from them.
I just found out that Westec is still in business.
I’m going back to basics. ADT is too bloated a company to CARE about its customers enough to speak to us when we have issues with their poor service. It appears the inmates are running the asylum.

Waste of money for this dinosaur of a business.
They are shady.
They raise your rates without telling you.
Their customer service is obstinate and their proprietary equipment is dated and crummy.
They take advantage of anyone who cancels. in this day and age they expect you to fax them to cancel their services… it gets kind of insulting to wait another 3 weeks for them to have it cancelled.
Lastly, you can go to any Frys or Best Buy type retail store and get equipment and download an Apps that can call you if you have an issue.

What a terrible company. First, on the phone I was told that I could cancel the service at any time. This was important to me since I’m doing demo on my home and remodeling in 9 months. Later when the tech showed me the contract it was a 2 year contract with no other option. The option to end the contract early is a 75% of all remaining payments — so it would have been steep for me.
Then, the tech who installed the system was creepy himself. He kept making comments about how nice our artwork and home was. He also upsold me on more sensors and fire/​carbon monoxide detectors when I was told that the whole home would be secured for $ 100.
Thankfully ADT had a cancellation at no penalty and refund everything within 3 days of installation policy so I did that. They’re removing their equipment tomorrow and I’m expecting a full refund on everything (except all the time I’ve wasted). Though as one last gotcha I’m finding extra ADT charges on my credit card… lovely.
Do yourself a favor and don’t to business with ADT. I’ve also complained to their customer service and no one seems to care.

I am a long time ADT customer who has experienced steadily increasing challenges with the company, particularly in the area of customer service. Over the last year, our system has continued to issue loss of communication error codes. We call, they blame it on our phone line, send out a tech– who resets the system and leaves. The techs, incidentally, are pretty awesome. Then the same thing happens a month later. This has happened repeatedly.
On the last incident, I inquired whether my system was working after one of the loss of communication errors. The customer service rep informed me that yes the system was operational. She said the alarm will sound, but the system will not initiate the call to ADT– then law enforcement. So it’s not working, I said. She corrected me and said the audible alarm was working– and so yes, your alarm is working. When I objected to her semantics, she asked me if I understood that an alarm system is a deterrent and not a preventative measure. She said that someone would call back in 24 hours to confirm an appointment time.
I called 5 days later to follow up. I was placed on hold repeatedly for nearly 62 minutes. When I finally spoke to a customer service manager about my challenges, she indicated that the first available appointment was 30 days later. It took me 4 days find a new security provider, who began monitoring immediately.
At no time did ADT: suggest a technical solution, a system upgrade, recommend we contact the phone company about the lines or offer to refund the growing number of days that our home was not monitored.
We had no choice but to move on. There are many, many security companies out there– so shop wisely.

Unfortunately, we have had problems for at least six months with the alarm system. The apparent incompetency is 99.999% One of the worst companies I have ever dealt with.
AVID AVOID AVOID HORRIBLE HORRIBLE HORRIBLE

I like that I activate and deactivate the alarm from my app. Their customer service sucks. For some reason they double charge us every month. We called them to ask them to correct the charges. They said it was OUR responsibility to show them that they were charging us twice. We were shocked that they don’t have the capability to look at that in accounting, and they asked for copies of our bank statements to prove it. My husband said «so it’s our responsibility to prove your mistake with an invasion of our privacy?» They said yes. When we said we were going to switch companies, she responded by reminding us that we had a 3-​year contract. We gave them our bank statement proving that we were charged and they still won’t reconcile our account. They’re good at getting new customers, but bad working with you once they have you. Google «worst companies to work at» and you’ll see why they treat their customer like crap.
Update: After a few weeks of our customer service rep waiting to hear from the accounting side, we asked for the issue to be escalated to someone higher and our account was finally reconciled. We received an email from a customer service manager who said he personally saw to it that our account was reconciled and that they had never meant to accuse us of being delinquent in our account. My husband was pleased with the response. However, I took issue with a sentence in their apology email about them doing everything they could to rectify our account even though it was such a small amount of money. I felt they missed the point. Anyway, I like the alarm, but their customer service needs an overhaul. They need to take better care of their existing customers.