Oklahoma City, Oklahoma
Not resolved
1 comment

We found ADT Customer Service a living nightmare after your ADT installer fell through our ceiling, landing on top of our 50 gal electric water tank breaking our hot water tank line and damage to our ceiling. Today because of new developments I called ADT and was passed to 5 ADT areas before speaking to someone.

When your ADT installer fell out of our attic between; Sep 28 – Nov 10, 2015 there were also plumbers in our home flipping our water and HVAC. After ensuring your ADT installer was safe we paid plumbers to fix our hot water tank line and paid to have our ceiling fixed. However at that time no one were aware of other damage now causing our hot water tank to leak and spill over drainage pan which never occurred prior to your ADT installer. Contacting our home owners insurance they agree ADT installer who fell out of our attic broke something in the hot water tank.

We also contacted Lowes warranty but told invalid “destroyed by others” so we asked to replace Like Item #757275 Model # E50R6-45-110; $375 plus $319 labor plus $125 miscellaneous supplies plus $69.61 sales tax. Lowes gave us a low estimate of $889 however Lowes agrees ADT should be fully responsible we are requesting ADT to send us a check to cover replacement.

For safety reasons we were advised to immediately replace our hot water tank and if agreement caused by your ADT installer cannot be met we demand to terminate our ADT contract immediately.

Product or Service Mentioned: Adt Customer Care.

Reason of review: Poor customer service.

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Hello Randy. I'm very sorry to hear about this experience.

We were able to locate your account and see that you purchased your security services through an ADT Authorized Dealer.

An ADT Authorized Dealer is an independently owned and operated company. They install and sell alarm equipment, but do not provide a monitoring service. They partner and contract with us to provide a monitoring service to their privately acquired customers and, in most instances, ADT purchases the contract from them after a pre-arranged set of time.

For these reasons we would need to escalate your complaints through them, as they would be the party to resolve your concerns.

You can reach Defender Security at 1-800-689-9554. - Andrew

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