After Protect Your Home's refusal to install the exterior strobe light so that it was visible from the street if it were flashing (indicating a crime was in progress), I cancelled the monthly payment that was charged to my credit card. I made numerous request. No response from Protect Your Home until the payments stopped. By the way, ADT is now stating that Protect Your Home of Indianapolis, IN is no longer their associate! ADT needs to either step up to the plate and right the wrongs by this company or give the customer their money back in full.
Consumer Complaints & Reviews
The system was explained to me as a cell phone-actuated (I could turn it on and off from my cell phone.) alarm, which turned out they did not contract for. Much less, they do not even have these units in their inventory. It was installed on 4-16-2012, and it went haywire on 4-18-2012. ADT called and tried to fix it over the phone with no luck, and so, they said they would have someone from service call me within 48 hours or less to arrange to get it fixed.
Nothing happened even in the past 48-hour mark. So I called 4 times and emailed 2 times, then they finally called one week to the day when I was in bed, asking to confirm the service time. I just want the equipment out of my home. They cannot be trusted with simple service requests, and what do you think they will do when the alarm actually goes off? That is, assuming the thing actually works.
I sent a very direct letter to the president. So far, no reply. These people are, for sure, not anyone I would trust my family's security to. When I finally got a hold of someone in their Indy Office, they told me I could send the equipment to that address to return it. But they also told me they wouldn't accept the equipment back. Go figure.
When you call for a quote, you get the best customer service and responsiveness. If you haven't made up your mind, a manager will talk to you and convince you of the great service and coverage offered by Protect Your Home (authorized ADT dealer). I had my system installed. During the installation, the technician caused 2 damages - one was a hole on the wall. He realized the system could not be installed where he had opened the hole and while opening the hole, the drill messed up the basement's electrical system. Protect Your Home said they would pay for the damages, but I would need 3 quotes (Net 6 quotes as the type of damages caused required electrician and handyman). I had to pay to get the damages repaired. They do not cover any cost for getting the quotes and many companies charge a fee for coming to the house to provide quotes. The cost of getting the 6 quotes was higher than paying the $400 I had to pay to get the damages fixed.
I called Protect Your Home many times to get their help. I had no power in my basement and needed some flexibility. The estimated wait time on the phone (after you have a system) is a minimum of 45 minutes. I was not able to get the manager to call me or to provide options. I had the option to cancel the service within 3 days after installation. I decided to cancel. If this was the customer service I was receiving, I can't imagine what it would be after I'm tied up with a 3-year contract. I do not recommend them. They picked up the system over a week ago, so far they have not made the refund. They are great trying to close a contract. After the contract is done, you are on your own. No service, no response to your needs. Just try calling the customer service department. You will get a message at any time of the day, any day of the week saying they are experiencing unusual high call volume and the estimated wait time is 45 minutes. If you call for a quote, your wait time will be less than 2 minutes! Just imagine what you can expect if you're tied up for 3 years!
We were told we would have a yard sign within days of installation of ADT. We still do not have a yard sign. The reason? Our sign reads Monitronics, not ADT. Please respond.
Do not use "Protect Your Home" or any other "ADT service", false advertising complaint. ADT uses too many dealers, some don't even work for them anymore and they still have them on the list. That's how I made an appointment through ADT corporate and waited all day to a no-show. When I called as to why he was late, they were not sure but gave me a phone number to call. I called the number and got a former ADT rep who now has his own business instead. The sales reps, who are certainly hard sell agents, at Protect Your Home, gave me false information about the services I would be getting.
A call into ADT complaint department said that "Protect Your Home is our biggest customer but we receive the most complaints from them". Protect Your Home told me that I would be able to change my security code online, which was an important option for me to have. They assured me that I could not only do that, but also do it through an iPhone app.
Well, the technician arrives and he says that is not possible. The poor guy, who is a just a salesman/installer, traveled 3 hours to get to my house and he tells me he will get a bad review for not having completed install at his company. Protect Your Home wasted my time, 2+ hrs on the phone plus 2-day wait for service call, in addition to the time of the installer who wasted his time, gas, and he gets a bad review. The look on his face made my girlfriend cry. It is despicable what they put him and us through.
My refund will be held for 2 weeks. My time, I lost offer on competitor service. Installer lost time, gas money and received bad review by default for not hooking service up at the house before departure.
At the time that I contracted for service with ADT through a Protect Your Home authorized dealer, I was advised that I would receive a $100 Visa Gift Card that would help out with the $99 installation fee. I was sent by email a certificate from Mpell Solutions, a partner of Protect Your Home, to fill out the certificate and send it along with a $4.95 money order or cashiers check for handling.
I was not told at the time of the agreement that I would have to put money out to receive this Visa Gift Card. They requested that the $4.95 be sent either by money order or cashiers check. I feel that this is misleading and also now, reduces the Visa Gift Card amount to $95 plus the cost of the money order or cashiers check. I spoke with a customer rep at Protect Your Home named Vanessa and she said that this is how the company handles the gift card. I also spoke with Justin, a customer relations rep and he also advised me that Protect Your Home could not do anything to help me with this issue. He however did state that they are trying to bring the issue of gift cards in house.
I realize that this is not a large amount of money, but feel that the consumer should be made aware of this at the time the agreement for the service is made. I am also disabled and to have to make a trip to purchase a money order or cashiers check. This is not an easy task for me. I would like for Protect Your Home as well as ADT to inform the consumer of what I feel is misleading on the cost of validating the certificate.Your help is appreciated.
