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Defender security

United States,
California

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Jan 9, 2019

Bait and switch

I signed a contract with a representative who came to my home that identified himself from the company of ADT out of California. I opted into a residential alarm system at my home. The alarm system that was installed and activated was under the company name of ATT and again, the representative identified himself as an employee from ADT. The company after this process and installing the alarm conducted what is known as a bait and switch tactic. My account was then given to an Indianapolis company identified as defender alarm. prior to the installation I inquired if given the rural location, if the alarm would have any issues with activation or service. The representative denied that I would have any issues and that the service would be effective. Throughout the seven months that I have had this service, I have had to make numerous phone calls and then without my alarm service due to signal issues and communication issues with the cell phone towers. I have had technicians that were sent to my home who stated that it would be impossible to maintain a strong or constant signal given the location. My alarm has continued to activate sending off false alarms. These alarms have sounded during all hours of the day and throughout the evening. Each time, I have contacted ADT to inform them of the active alarms. They have disregarded these alarms and refuse to provide technical service for them. When I have demanded service, they have given me anywhere from 5 to 2 week windows for a technician to respond. During this time, active alarms have still continued in my home. the last technician that came to my home was scheduled through the ADT service as required. This technical visit took place on January 4th, 2019. The technician responded to my home, look at the alarm and check the system. He determined at that time that the alarm need to be deactivated in the service canceled given the fact that they were communication issues. He stated that the alarm would continue to go off due to the rural area and the lack of constant signal from the cell phone towers. I have made numerous phone calls to ADT and defender since this date and they have refused to acknowledge this technicians visit, they have continued to Bill me although service has not been rendered and the alarm has literally been deactivated. They refused to cancel my contract, they continue to use the bait-and-switch tactic sending me back and forth to ATT and then to defender to the resolve the issue. They refuse to accept the ATT technicians notes from the visit on the 4th. Now they are stating that they refuse to cancel my account without penalty. They are stating that they have to send another technician out to my home which is already unnecessary and excessive. The alarm system has been deactivated by their last technician. This company is committing fraud, they are using bait and switch tactics stating that they are receiving an alarm from ATT, but then selling contracts to an Indianapolis company called defender. This is the most corrupt company that is holding their customers essentially hostage and billing them for services that they are not rendering.

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