We decided to go with ADT, because we noticed a neighbor getting it installed...and I felt it would help our family feel safe. I wish we had NEVER even gone with them. Everything seemed fine at first, until the guy came to install the system. He told us that we should not have been sold the "smoke detectors" package, because we do not have a land line (he told us this AFTER he installed it) So, there was mistake number one on their part. Next, he says the motion detector wasn't working properly, and that it was a problem with our house- and the wiring. So, we had our electrician come out to see what the problem was- he said there was no problem. The ADT installer comes BACK out (and again, I have to be home for another 4 hour window, which is a pain in the neck) to set up the motion detector. He says again, that there is a problem with our wiring, and that he can't have the system properly installed until we fix it. At that point, I am mad at our electrician- so we have a DIFFERENT electrician come out and take a look. He says there is absolutely no problem with the wiring in our home, and that the motion detector should be able to work fine. We then call the agent who sold us the system, and tell her what we've been dealing with- and she says to us "I'm so sorry, we have been having problems with our motion detectors lately, I don't know what's going on." Hmmm, well according to the installer- it's not their problem at all. So, at this point I have had to stay home 4 separate occasions for hours on end, waiting for electricians and ADT installers to come. Finally, we called the supervisor of the agent who sold us the system, and he told us he would call us back. (This is after weeks of trying to resolve this through their 800 number, which got nowhere). We heard nothing back for a week. So, WE called him again and he said that he understood, but he could not have the system removed from the house because it was a short week- so he would send someone out the next week to uninstall it. We never heard back from him. We called again, asked for HIS supervisor, left 2 messages...and he finally called back. He told us that they would uninstall the system, and he eventually agreed to refund our money (like their refund policy states). Then they decided they didn't really feel like coming out to get the system, so we could just "keep it"...lucky us. We thought the whole thing was done, and then we realized we were still receiving bills in the mail- both for monthly services (which we were also told would be refunded, since the service never even worked), and the installation fee of around $500. We figured they would clear it up, and we didn't do anything. Then, we received another bill...so we called them to let them know that we were not responsible for it, and we had already talked to someone about it. They apologized and said it would be corrected. 4 MONTHS after this ordeal, we are STILL receiving bills in the mail, still have NOT received our refund...and just today we received a letter from a collection agency!! We are beyond angry at this point.
This company has showed terrible customer service, very unprofessional, and they are now ruining our credit! Please do your research before choosing ADT, at least in the Austin area...save yourself some trouble and money and go with someone else!