We purchased our ADT system through Home Defenders one month ago. After a month, our alarm went off and we noticed a low battery signal. We attempted to call ADT (who we thought the sytem was purchased under, and they explained that our agreement was actually with Home Defendrers. When we called Home Defenders to fix the problem, we were told that a technician would not be able to come out for a full week after our call. How is it that a system that costs us $50 a month and is supposed to make us feel protected 24/7 cannot be serviced for a week, allowing for a weakness in the system for that week? When we expressed this concern, we were told that a technician was in our area and would call us after he finished his job. No call was received, and when we called the following day, they told us that there were no notes in our file about that call. When we requested to speak to a manager, no managers were available and they promised a manager would call back within 24 hours. No one called. We waited 3 days, and called again, and again were told no supervisors/managers were available and that they would have to call us back. When we requested to stay on the line until a manager was available, we were told that was not possible, and were not given information for manager names, direct lines, email, or any other contact information. Because we have signed an agreement that has locked us in for 3 years, there is NO RECOURSE for us on this poor customer service, even though they are not meeting their promise to protect our home. We are STILL waiting to hear back from them.
We purchased our ADT system through Home Defenders one month ago. After a month, our alarm went off and we noticed a low battery signal. We attempted to call ADT (who we thought the sytem was purchased under, and they explained that our agreement was actually with Home Defendrers. When we called Home Defenders to fix the problem, we were told that a technician would not be able to come out for a full week after our call. How is it that a system that costs us $50 a month and is supposed to make us feel protected 24/7 cannot be serviced for a week, allowing for a weakness in the system for that week? When we expressed this concern, we were told that a technician was in our area and would call us after he finished his job. No call was received, and when we called the following day, they told us that there were no notes in our file about that call. When we requested to speak to a manager, no managers were available and they promised a manager would call back within 24 hours. No one called. We waited 3 days, and called again, and again were told no supervisors/managers were available and that they would have to call us back. When we requested to stay on the line until a manager was available, we were told that was not possible, and were not given information for manager names, direct lines, email, or any other contact information. Because we have signed an agreement that has locked us in for 3 years, there is NO RECOURSE for us on this poor customer service, even though they are not meeting their promise to protect our home. We are STILL waiting to hear back from them.