I have been out of work since August 24,2017 with spine surgery,and will not be returning to any time soon. Last month my wife was put on LTD due to health problems, I contacted ADT and asked about canceling our contract due to health problems and moving in with some of our family at the end of DECEMBER, ADT customer service gave me the information I needed to send in by mail requesting A HEALTH HARDSHIP CANCELLATION.
We did as we were told we mailed it in and on November 16,2017 we got a call from ADT customer service saying they were sorry that we were not happy with the service and what could ADT do to change our mind about cancellation. I was SHOCKED!! I asked the lady if she had read our letter,stating our reasons, She replied no sir that she gets a prompt from the billing to call and try to change my mind.. I told her about the letter and she puts me in touch with billing.
When the person in billing gets on the phone it was very disturbing,She told there wasn't any HARDSHIP OR ANYTHING BUT A CONTRACT!!!!She told me that the first person in customer service didn't know what she was talking about. Much less a manager at ADT install office that had told me to write in about the HARDSHIP also. He also told me that it would be an act of congress to get it approved. Needless to say I'm 60 years old I know what a contract is.
After talking with the lady in billing and realizing very quickly that our HEALTH PROBLEMS AND BOTH OF US LOOSING OUR JOBS wasn't a concern of ADT much less hers. She put me on hold and came back and said "Sir We CAN ONLY OFFER YOU 25% OFF OF YOUR CONTRACT" and it will all come out of your account on DEC 15,2017. I guess I should have jumped for joy but i was shocked at her reply and how cold she was. Needless to say I wasn't wanting any charity, I didn't fill I had made an unreasonable request.
But got educated quickly about a contract.. They asked me what they could do . I TOLD THEM.
SO HEAVENS FORBID THAT ADT WOULD NOT FORGIVE 800 plus dollars to help a loyal customer for years out of a contract when they've both came down with health problems and no steady income coming in. SO I question ADT do you care?
Product or Service Mentioned: Adt Pulse Security System Plan.
Reason of review: Return, Exchange or Cancellation Policy.
Monetary Loss: $850.
Preferred solution: just cancel without early fees on contract.
ADT Cons: Being belittled.