ComplaintsforAffinity Integrated Solutions

• Initial Complaint

  10/03/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The other day I reached out to ADT about my system that has been degraded in some form since installation only to find out that my service is through a 3rd party. I never really took the initiative to cancel the service until now because I’m fed up with the service. Marshal Johnson who identified himself as the “area director” for ADT Home Security was not truthful in regards to the contract he presented to me. I have Facebook messages to confirm my complaint. Thinking I’m a customer of ADT i reached out to their tech department for service and that’s when I was made aware of the service fees and a 5 year contract that I’m suppose to be locked in that I can not cancel without paying a termination fee. However, I would like to cancel services because my entire service has been a fraud since the point of contact with Marshal the director. After a few days of installation the doorbell camera and volume control stopped working properly in which I called to have it repaired. Tech support tried to troubleshoot it through a phone call which was no luck because they blamed my internet speed. I have the highest speed internet/WiFi with good connectivity and everything else at my home runs perfectly fine with it, so I knew that wasn’t the real issue. However, another year has passed and the service still lags badly. The door lock doesn’t lock/unlock from my phone. The doorbell sensor says low battery even after fresh batteries have replaced the old batteries. To top it all off my camera system is no longer recording and saving the videos. Because of these issues; the security system does not make me feel safe. It does not work like it was promised to work for me. I am a young single woman living alone and this security system does not function properly. The salesperson who sold me the system did not inform me of many things. At this point I just want out of this contract with no penalties!

  Business response

  10/04/2022

  This is the first complaint our office has received regarding this account that was installed almost 2 years ago. AIS did the installation and warrantied the service on the account for the first 12 months. Our records do indicate the customer was unable to hear the doorbell, our service team walked the customer through how to adjust the volume and adjust the settings, this immediately resolved the issue. This was on 02/17/2021. It has been almost 2 years and AIS has no records of any other service requests or complaints. Furthermore Ms ****** is a customer of ADT and any cancellation requests would have to go directly to ADT as AIS does not have access or authority to cancel the account or waive service fees. We do show on file that a 3 year agreement was signed, not 5 years. If she did any third party upgrades or signed a new agreement to receive new equipment that lengthed her agreement then AIS was not a part of or aware.

  Customer response

  10/04/2022

  
  Complaint: ********
  
  I am rejecting this response because: The volume on my doorbell was never fixed…the issue was only troubleshooted through the phone by a representative that claimed my internet speed was the problem which is not true! However, to make a long story short I felt like last week was my last time dealing with the faulty system! I want out because I have never had issues with any other security companies in the past… I reached out to both companies on last week…ADT and Affinity Solutions to end the contract about with the dysfunctional security system! That’s when I was told by the ADT REP that I was not contracted through ADT and that I was contracted through Affinity Solutions under a 5 year agreement and that I would have to call them for further services…the rep also stated that the security system was outdated and that the 3rd parties are known for selling outdated security systems and using their name…which I see stated in the reviews as well! Affinity knows I reached out to them the other day to cancel my contract because I was never aware of being in a contract with them and that their security system is faulty and unsafe! This company is a fraud! Their representatives only wants to make sales! At this point just release me from this outdated security system that lags like an old Time Machine! 
  Sincerely,
  
  ******* ******

  Business response

  10/06/2022

  Again this is the first complaint in 2 years of having the system, AIS warranties all equipment and services. If we are not made aware of issues then we can not address them.  We take pride in our customer satisfaction and installation but we must be made aware in order to service any issues. Attached is the contract for review, which states the consumer is contracted by ADT and the agreement term is 3 years. This was also emailed directly to the customer. We have also attached a screenshot of service requests for the last two years and there is only one which was closed as resolved on 2/23/2020 and the last note stated the customer would reach out if she had any more issues. This is the last notation on the account until the complaint was received 2 days ago. We do not have any records of any further issues. As for the equipment, the customer received the latest & updated equipment at the time of installation. All equipment is warrantied in full from the time of installation. AIS can not release consumers from a contract with ADT, so therefore we are unable to resolve this matter for the consumer. We would be happy to assist in getting the customer connected to an agent with ADT Cancellations that can assist them but the agreement is between the consumer and ADT. 

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