Misleading Sales and Relocation practices
We were sold a system (and $2137.74 in add-ons) with the understanding that they would relocate us given a potential move, not the case at all.
On January 19, 2019 we were approached by what we thought was an ADT representative at our new house, that we had just purchased in Wylie, TX.
The representative was not ADT, rather representing Revamped Security Solutions, which was not made obvious.
We enlisted them to install the promotion system at the time for $99 +tax. ($107.17)
We also took the opportunity to install many optional components at an addition cost of $2137.74, including addition keypads, 4 cameras, doorbell camera, 2 door locks, 2 Garage door monitors/automated, 2 remote keyfobs, 4 smoke alarms and a couple addition smart bulbs and z-wave extender to give us adequate mesh coverage.
When signing up to this deal, we were made aware that there would be a monthly charge of $64.99 over 36 months. We also made the salesperson abundantly aware that we would have a potential relocation to the Cincinnati area withing the next year (12 months). He then stated that would not be a problem as there is a relocation process and we could take all of the "add-ons" with us and get a new base system installed at our new place.
Well, fast forward to October, 2019 and the relocation is definite with a move-out of 10/24/2019 and come to find out, none of that was true.
After speaking with ADT, whom bought the contract, none of the equipment would even be relocatable with a new system of theirs at the destination. On top of that, it really is not a "relocation." It is rather, a cancellation of the current contract which then requires a billing of 75% of the remaining contract ($64.99 * 27 months * 75% = $1316.05). That cancellation fee is owed and ONLY gets waived if/when we would setup a new system (at our expense) and incur a brand new contract (resetting the date/duration) at the new location.
This is basically, completely opposite of what we were told/sold. It is no wonder that Justin G., our sales associate no longer works for Revamped. And, once the system was installed, it was very problematic from time-to-time. Several visits from Revamped and ADT technicians to resolve problems and replace/add hardware to stabilize the system was necessary. Several online, interactive, troubleshooting sessions were necessary to get cameras back online, and get parts of the system (alarm and automation) behaving and operating normally.
So, at this time, we have ~$2250 in alarm/automation system installed that is basically worthless to us moving forward. Revamped has *NO PRESENCE* in Cincinnati, Ohio where we are moving, so they can do nothing about the relocation, at all. We are also on the hook for ~ $1300 in cancellation fees.
Shame on Revamped for allowing misleading sales practices from their associates. Also, shame on ADT (my next stop with BBB) for allowing these practices from their 3rd party vendors.
At this point, I am currently getting the finger-pointing game and getting bounced around from ADT customer service, Revamped Customer Service, ADT relocation department and random supervisors here and there.
October 16, 2019
Unprompted review
