ComplaintsforDT Security

• Initial Complaint

  05/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In May of 2022 we had just moved into a new rental house when an *** salesperson knocked on our door. He gave us his sales pitch and answered our questions. I made it a point to mention that we were renting this house, so I wasnt too sure about making any unnecessary holes on the wall. I also mentioned that we had a lease for a year in the home, so there was a high probability that we would end up moving to another place before our 3 year *** contract would finish. He told me and my wife that an *** technician would come and mount the equipment on the wall and that whenever we decided to move we just had to give *** a call and a tech would come and remove our equipment for us. He also told us that we could take our equipment wherever we moved, even to a new state, and just call to have it re-installed and pick up where we left off. We told him we would need to think it over. He then said that if he left our house without an answer, the special introductory price would be off the table and we would need to pay full price for everything. So, unfortunately, the pressure got to me and I signed the contract. A year later, we are moving to a different state. So I called *** to have our system removed and transferred to our new location. The *** rep explained to me that a tech can NOT come and remove our equipment and that the equipment is NON transferable. She said that I could physically remove the equipment if I wanted to, but it would pretty much be useless. She also explained that if I chose to transfer my services I would not only need to purchase new equipment but the contract would start all over again and we would be locked into another 3 years. Judging by other comments and complaints Ive seen, this dealer doesnt mind lying and tricking people into contracts because once theyve hooked you into signing, youre obligated to keep paying them, regardless of their dishonest methods. As for me, I have been in contact with my lawyer. As for you Dont trust them.

  Business response

  05/17/2023

  Hi *****,
  

  We have been trying to contact you regarding your system move but have not heard back from you. You have options for your system transfer which we can go over with you. We left you a voicemail to call us back on 5/15/23 and  also emailed you the same day. We also physically mailed you a letter requesting that you call ** regarding your system transfer. We tried calling you again this morning and have not been able to make contact with you.  You can bring equipment with you to the new location and have it re-installed, so Im not sure where the confusion is coming in here. Please call us directly at ************ so we can help get your system transferred to the new location. 
  Thank you

   

  Customer response

  05/18/2023

  Complaint: 20069959
  
  I am rejecting this response because:
  This does not solve the problem we are running into. We were told by your sales person that our system could be transferred to any new location within the continental **. Now that we are moving we're finding out that that isn't true. We have to purchase a new system and sign another 3 years. And yes you say there are options... your "options" are exactly the same I've already been told. Get a smaller system that is cheaper and will have no upfront costs if you sign another 3 years. That is not "options". You guys just tell clients what they want to hear at first and then wash your hands and blame it on corporate ADT. Corporate ADT didn't sell me this service and equipment. DT Security did and I don't see any actions from you towards making this right. Not even an apology because that would admit guilt. Now we're going to need to pay almost $2000 for "the equipment costs" because I don't want to "transfer" my service (which means purchasing all new equipment and signing for another 3 years) to our new location. I will make sure my community and neighborhood knows not to trust and stays away from ADT or DT security.
  Regards,
  
  ***********************

  Business response

  05/30/2023

  Hi *****,

  I truly do apologize for your experience as we strive to be very clear in the options for transferring the service. We offer the equipment at no cost as well as free professional installation in exchange that you sign a 36 month monitoring agreement for the service. Sometimes customers have to relocate within that 36 month time frame (understandably!) We gave you several options to transfer your system to another state (including free equipment at the new location) You insisted that you wanted your existing equipment physically removed and then re-installed in another State. We can not physically remove your equipment and ship it to another state for re-installation. You must start with new equipment at the new location, (which would not cost you anything). I believe the miscommunication is that you want to re-use your same equipment in another state and that is something that we can not do. Again, I apologize for the experience you had and hope that we can find some resolution for you by offering the equipment for the new system at no cost to you.

  Thank you

• Initial Complaint

  02/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have reached out to ADT and DT Security, I sent a registered letter to DT Security and they are refusing to pick it up, DT security did call me on 1/30/23 I told him the alarm system is not working and the alarm has gone off three times causing the police to show up at my home and that I had talked to ADT, they said there was something wrong with the control panel, the camera is still not working he said I needed to call ADT, I told him they said to call you and I then told him I want his equipment removed from my home and I refuse to pay for services that I cannot use, he then stated that signed a contract and he would just put it in collections, ADT tells me to call DT security and vice versa, It just been a huge runaround send November when it was installed I have all kinds of text messages saying things would get fixed and it never happened, In this letter I have stated there equipment if faulty and is not working, we have just had enough, I have attached a copy of the letter I sent to DT Security

  Business response

  02/03/2023

  Hello ****

  I want to apologize for the false alarm that you experienced as that is never fun to deal with. We are still not sure what caused the false alarm (it is almost always user error caused) because you refused for us to send a technician out. The camera issue you are having is due to internet connectivity. It needs to be moved closer to your router location.  Please keep in mind that we immediately offered you a service call to address these issues and you have refused.  We gave you the equipment at no cost and installed it for free and gave you a month of monitoring for free with your signed agreement of having the system monitored by ADT for 36 months at a monthly rate of $63.99+tax (of which you have not made a single payment yet) You have not paid for any of the services and have had the system for more than 3 months now. In order to correct the issues that you are having, you have to agree for us to send a technician to your home. Please reach out to me at your earliest convenience so we can get that scheduled, thank you.

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