Katrina Truong

Review of ADT Security Services Canada I...

When they offer the first 3 months free, they stil...

When they offer the first 3 months free, they still issued me the monthly invoices. I had called back 3 times and they said effective the next month it would be fixed and free because it was a billing mistake. This has been on going and on going and they're still issuing me invoices. Every time I call back they said there was no such note or deal where they offered me 3 months free. I had to keep explaining that in the contract, the sales agent used a code that would give me the first 3 months free - while on the call, accounting needs to transfer me to sales. Sales promises it would be corrected in the next month but accounting still issues me the invoices. On another call, when I had to ask again why I'm getting billed when I was told the last time it was fixed, accounting tells me they can't transfer me to sales. Told me to hang up and call back and ask for sales. When I did that, sales said I have to speak to the ORIGINAL sales agent because no one can look into the contract except the original sales agent and they can't transfer me to the sales agent because they don't have an extension and that the original sales agent would need to call me back (of course I never got a call back). On my third call, they transfred me around 3 times before I finally asked for a manager. The manager says there was no such promotion and even retention cannot apply the code. She said there was nothing they can do. I said ADT is a JOKE. Then she asks me for my contract number and said she can not MAGICALLY find the code. BUT she still needs to call me back - I'm still waiting for a resolution.

All this sounds like BS and no one wants to help or get this fixed. Every agent I have spoken to has made up a new thing that they can't do or lie. It's like their sales and accounting teams cannot communicate or be eager to help. It's infuriating to have to keep calling and getting false hopes that this will be corrected. No matter how many times I call back, they also won't give me a service number or reference number so they can look back in the notes.

In terms of the install, the tech was NOT helpful. When he finished installing the doorbell, we had already noticed it help ringing every time a car drove by while he was still at our house. He said it will go away and we can ignore it, but it didn't stop ringing. I needed to schedule another service call to get it fixed and basically the other technician needed to reinstall the doorbell.

Overall, I am extremely disappointed with ADT more so with the billing.
It has been over a month and a half and I am still getting invoices for the monthly monitoring when I shouldn't be. Service in both billing and technical is terrible!!!!