ADT And 'The Defenders' Silent About Massive Complaints

By: Dan Gelinas, Published on Feb 14, 2019

ADT's largest dealer, "The Defenders" has been the subject of a massive number of complaints over many years and many forums, most recently a CBS investigation.

Despite this, ADT and "The Defenders" have so far been effectively silent to the mainstream media and to IPVM.

In this note, we examine:

  • CBS investigation
  • A+ from BBB despite 1600+ complaints
  • Example complaints
  • No comment from ADT
  • Comment from The Defenders
  • Official statement from ESA
  • Silence in midst of massive complaints

***'* ******* ******, "*** *********" *** **** *** subject ** * ******* number ** ********** **** many ***** *** **** forums, **** ******** * CBS *************.

******* ****, *** *** "The *********" **** ** far **** *********** ****** to *** ********** ***** and ** ****.

** **** ****, ** examine:

  • *** *************
  • *+ **** *** ******* 1600+ **********
  • ******* **********
  • ** ******* **** ***
  • ******* **** *** *********
  • ******** ********* **** ***
  • ******* ** ***** ** massive **********

[***************]

*** ********* ** ***'* largest *************** * ******* *********, * **** ********** of ***'* ~* ******* total ********.

*** ********* ********* ***** from *** ********* ****** a ***** *******:

*******, ***** ** * very ********* ******* ** dishonesty *** ********* ***** practices ***** ******* **** many *********.

Story **** ***

*** ***** *** ********* out ** *******, ****, did ********* ******** ************* **** ***'* biggest ********** ******,*** *********, *** ******* Your ****.*** ****** ***** ** finding ******* ***** ******** who **** ******* **** the ********** **** *** had with *** ********* *** moved ******* ** * widening ******, ************ **** dissatisfied ********* *** ******* their ******** **** *** Defenders.

*** ****** **** ******* consumers ** **** ** former ********* *********** *** consistently **** ******* ** dishonest *** ********* ******** practices ********* *** ****** technician **** ** *** to ** ********* ** order ** *** ****.

*** ***** **** ***** clear **** ******** **** the *** ******** ** The ********* *** *** with ******* ********. ********* clarified *** *** *** how **** ** ***** customers ******** *** ** advertised $**.** ******* ********** rate (**,*** *** ** 260,000 ** *% ** new ******** ** ****) but ** ******** ******** on **** *** ********* are ***** ** ******* these ******.

A+ **** *** ******* *,***+ **********

******* *** ****** ** the *************, *** ******** uncovered*,***+ ********** ******* *** Defenders** **** **** *** Better ******** ****** ***** had ***** *** ********* an *+ ******, ** seen ** *** ********** below:

**** ***** *** *** their ************* *** *** BBB **** *** *********' A+ ******, ******** ** to "**" ** "** Rating" ***** *** *** evaluates "* ******* ** complaints":

Example **********

** ******** ** *** 1600+ ********** ********* *** review ** *** ***, there **** **** **** consumer ********** ** ******* ** ****! (*** reviews, ******* * ****)*** ****** ******** ********** on **** ** *********. 

*** ****************** ** **** ** the ************* *** ******* ********** allegedly ***** ** ******** a ****:

**.*% ********* ** ****! *** The ************ * **** ** the ******* ***** *****:

******* ********** ******** ****:

screen shot 2019-02-12 at 11 36 02 am 2

*** **** ** ***** unethical:

screen shot 2019-02-12 at 11 39 16 am 2

********* ******* *** *** Defenders**** ****** **** ****!, with * *.*-**** *******. However, **** **** **** filled **** **** ********** and *** **** ******** employee ****** ***** *** making *****. **** *-**** review ******** **** ******** and *******:

No ******* **** ***

**** ***** **** ***, which *** ** ******** comment ** *** ********** against *** ******* ******.

*** **** ******** ** the ***** ***** **** when *** ******** ******* out ** *** *** comment ** *** *** complaints ******* *** *********, it *** ** ***** back **** *** ********* both *** *** *** dealer ** ******** ***** shining *** *******:

** *** ********* ** delivering ********* ******* *** that's *** **** *** and ********* **** ************ earned *+ ******* **** the ****** ******** ******.

Defenders ** *** **** ** *******

*** ********* **** **** they **** *** ********** in ********** ****:

**’** *** ********** ** discussing *** ******* ** story. ********* ***** **** seriously *** ******* ** make **** *** ****** don’t ****** ** **** people. ** ***** **** to ******* ** ******** people. *** ******** ******** tour *** ***** **** our *********, ********* **** options ** ********** ******* their **** ** * budget **** *** **** afford. **********, ** ** the ********’* ******** ** what ******* *** ******** in ***** ******** ******. We ***’* **** ******* comment.

ESA ****** ***** *** *** ************

************* ******** ***********(***), *** ***** *********** representing ***** ********* **** as *** *** *** Defenders, **** **** ***** members ***** ** ****** to * **** ** Ethics [**** ** ****** available] *** *** ********* need ** *********** *** complaints ****:

*** *** ****** ********* agree ** ***** ** the *** **** ** Ethics *** ********* ** Conduct—it’s **** ** **** sets *** ****** ********* apart **** *** **** of *** ******* ********* have *** ***** **** and ******** ****** *****. We ********* ********* ** ESAweb.org *** ** *****.*** to **** *** ********** to **. ** **** these ********** **** *********. Companies **** ******* **** code *** ******* ** membership ***********. ** **** time, ** **** *** received *** ********** ***** Defenders.

*******, *** **** **** no ********** **** ***** with **** ******* *** companies, ***** ** ************, considering *** ********* ***** know ** *** *** the **** ******** ********* ****** ****** ** *** middle ** *** *** Code ** ****** ****.

Silence ** ***** ** ******* **********

*** *** *** ********* should ******* *** **** are ********** ***** ********** and ********* ***** ******** satisfaction. ***** ***** ***** size, ***** ******* ****** not **** ********** *** the **** ** *** industry.

Comments (37)

***, **** *********!

********: *** **** *** not **** *** ********* as * ******? **'* patently ******* **** *** mass ********** **** **** years *** **** ****** that *** ********* *** a **** ******* ** how **** ** ********.

*** **** ***** ******** work **** *** *********? Are **** *** ********* that *** ********* *** servicing *** ****? ** are **** *** ******** Customers **** *** ********?

**** ***** ** *** difference, * ******* ********* would ** * *** to ****. * ***** see *** *** ********** would ******** ****** **** stay *****

* ******* ** ** the ******, ******.

***** ***, ****. **** question. ** ***** ***** be *********. ** * million *********, ********* ** nearly * */* ** ADT's ********. ***********, **** would ** * ********* drop ** ******.

***** *** ********* **** get ** ****** **** to ******* ******* **? I ***'* **** *** these ********* ****. ****** with ********* ** *** dealer ************?

** ** ** ** Dan **** ** ***** to ** *******, **** yes. *** ********* ***** switch **** ** ******* monitoring *******. *** **** one **** ***** **** 2 ******* ***********.

*** *** ****** ******* has * ***** **** of ******** *********. *****, and **** ******, ******* sign ********* **** **** term **** ***** (**** renewing) ********** *** **** sell ***** ********* ** ADT *** * **+ multiple. *** ******, *** far **** ******, *** in-house ******** ***** *** dealer ***** ********* ** the ******** *** **** ADT * ******* ******* monitoring *** ** ******* the *******.

** * ****** ** terminated **** *** ******* their **-***** ******** **** to ** *********** ** another ********** ****** *** the **** ******** ****** the ******** ** *** (though *** ******** *** sold ********* ** ** subject ** * **-** month ********** ******, ***** if *** ******* ******* the ****** **** *** back * ******** ******* of ***** ********).

*** ** ***** ******* is ** ********, **** wouldn't *** **** **** many ** ****? *** should **** * *** to ******/******* ***** *******.

****'* **** ** ***** about ****** ********. *** just ***. **** *** been ***** ** *** years, *** **** **** the ********* ******* ******. Without *** ******* ***** is ** *** *** and ****** ***** ** the ****** ** *** accounts **** *** ******* in ** *******. 

********: *** **** *** not **** *** ********* as * ******?

******* **** **** *********:

******** ** ********* ******** accounts ******* ******** ** independent, ***** ***** ********** dealers, * *********** ******* of *** ******** ********* from * ******* ****** of **** ********** **************** *** ** *** authorized ******* **** ****** a*-*********** ********* ** ******** ************ ** ********* ********* **************** **% ** *** *** *** accounts.

******* **’* ******* *** :)

**** **** ** *** 2016 *********** ******!

*** ********* ** * 'premier ********' :)

*** ******** ** ** search*** **** *** ****** report*** **'* *****************:

* *********** ******* ** our ******** ********* **** a ******* ****** ** such ***** *******, ********* an ********** ******* ******** that ****** *nine-year ******* ********* **** ** ** ******** **** *** ********* *** ************* **% ** *** our new accounts in 2017.

*** ******** ** ** search *** **** *** annual ******...

**** ****’* ********* **** ADT’s **** ** ******** Memo...

** ;)

**'* ***** ****** **** according ****** **** ******* ** SDM, ***** ** ***’* largest ********** *******, **************, Gaylord ********, *** *** Security ***, ****** ***** businesses *** ***** ********* under *** **** **************. I'd *** ***** **** dealers **** **** **** pull **** ***.

* ***** *** **** is ******* *** *** here.

** ***** **** ** account ********. ** *** could *********** ****** ****** accounts ** ******* ***** attrition *** **** ***** account ****, * ******* they ***** ***** *** dealer ******* **********.

**** *** **** ***** on *** *****. *** just **** ********** ****** either. *** **** ******* but * ****** ** is *** **** ** it ****** ****. ***** is *** **** ***** in ******* ** ***** contract ** * ******* like *** ** ********* company *** *** * dealer ***. * **** to **** ** **** market ***** ***. * have **** **** ***** stuff ** ** **** I **** ****** *** a ******* **** *** a ******. *** ***** people ** **** ***** are ********* *** **** of *** *****. **** make **** **** ***** look **** ******. * remember ******* ***** * salesmen ** * ***** and ** ****** * bible ** *** *** and **** *** **** of * ******** ***** dancing ****** ******** ** found ******** *** ** course *** **** ** this *** **** *** customer ****** ** ****. Actually ** ** ***** have *** **** *** bible ******* *** ******* around *** ******** ******** wouldn't **** ********** ** much ***** ***. 

******* **** *** "*********" go ******* ***** ****** in ******. ******** **** hire ** ****** **** for * *** *****. There ** ** ******** amount ** ******** *** on **** ** "****, Sell, ****, ****"!!! ******* signatures **** **** ******* is ******** ******** ********** if **** **** ***** offices ****** *** *******. I **** **** **** even ******* ****** ****** scores *** ********* ** they ***** ***** *** the **** ** ** through.

********* **** *** **** never ***** ***** ****** programs ** ** ***** way *** **** ***** for ****. **'* *** about *** *******.

**** ******* **** **** in *** **** ** sell *** ******** ** monitoring ******* "*" **** after *** ***** **** contract ** ** **** go **** *** ****** them ** ******* "*". With **** ****** **** would *** ***** **+ multiple ***** * *****.

* ***** ** ** for **** **** **** of *** ***** ****** that * **** ****.

**************

“* **** **** *** make * ****** ****** but *’* *** ***** of *** * **** for...”

**** ** **** ****. I ** ***** ** go ** ********* *** print **** ** **** to ******* *** **** time **** *** ***** the *** "**** ******".

**** ******** *** (** and ******* ********) ********:

* *** ******* **** a ****** ********* *** current *** ********:

*** ***** ** *** sure ** **** *** ADT ***** *** ***** advertising ***** *****. **** are **** ******* *** tissues. ** * ****** needs * ******** ****** and **** ***'* ** any ********* **** **** automatically **** *** ******* they **** **** ********* with *** *** ***********, whether ********* ** *******. 

*** **** **** ****** stands ******* **** ***** and **** *** *** protected *** ******'* *** get ** *** ******** system.

*****

 

*** *** ******** ******** are * ********* *****.

*** *****

**** * ****** ** house, * *** **** direct-mail ******* **** *** begging ** ** *** a ****** **** ****, aside **** ******* ** the ***** ****** *** post ****** **** **. Barnes **** ** *** a ****** ** ***** that ***'* ******** *********** cost ** ***** ****, and * ******* **. 

* ***** *** ********* from ********* ******* ****** to ***** ** ** free ***** *******, *** blah ****. **** *** shady, *****, *** ****** probably **% ** *** time.

* *****'* ****** ********* in * ***** *** I ***** ** *** the ********** **** *******. If *** "***" ******* to ** ******, *** can ****** **** ** how **** ******* ********** and *** ******* **** are, * **** **** how **** * **** been ** *** ******** and **** * ******* have * ****** *** can ** ** ******. When *** **** ****** a ***** **** ******* they **** ***** *** and ******** *** ** switch *** ********** ** their ******* ** ****** what *** ***. ********* punk!

* ***** ** *** the ********** **** *******. If *** "***" ******* to ** ******, *** can ****** **** ** how **** ******* ********** and *** ******* **** are...

[******** *****]

Mr *****: [Answering the door] Can I help you?

Ron **** ***: Hi, Mr. Dahvis, my name is Ron and I’m from ADT. How you doin' this morning?

Mr *****: It's Davis, and I'm not interested.

***: ****, *'* ***** to **** ******** ***. Have * **** ***.

Mr *****: Wait a minute. Wait, that's your pitch? You consider that a sales call?

Mr *****: You know, I get a visit from you guys every other month and it's always the same half-a**ed attempt. If you guys wanna close me, you should sell me. Start again.

***: ****. **, ** name ** *** *** I’m **** ***. *** you ****' **** *******?

Mr *****: Crappy. What do you want?

***: **'* *** *********, ***. **'* ***********.

Mr *****: Ron, now we're talkin'. All right. What are you selling me?

***: *'* ******** *** a ************ ** *** at * ************* ******* price. **'** ****** ** reach *** ** ****** that **** ***** *** a **** ******** ****** before.

Mr *****: Right, so, basically, everybody who already has a system is getting screwed on this one?  ...All right, well, I can handle that. So, tell me, why should I buy your system? I mean, why shouldn't I get Brinks or that SimpliSomething, you know?

***: ****, *** ****** you ********* ** ***** system ***: ********* *** signs.  ** **** *** most ************ *****, **** available ** ***********, ** lawns **********, **** **** any ***** ******** ******* in *** *******. **** the ********’* ****. ******* ** *** *****?

Mr *****: You know what I think, Ron? I think that was a sales call. Good job, buddy.

***: ** *** ***** buy * ************?

Mr *****: No, ADT is crap.

******* ******** **** *** original

*******!!!

* *** **** ***** in *** ******* **** it **** ***. ***** one ** ** *********. 

***** **** *** **

* **** *** *** the ***** **** * employee ********* *** *** of *** ***** ********* was ***** *** *********. I **** **, ** do ********** ******** *** these ***** *** ********** long ****** *** ******* goes **. ** **** good, ** ****'* **** that, ** **** ****** to *******. ** **** told ** ** *** fired ***** *** ***** numbers **** ***.

 

** *** ** ********* and ** *** ***** due ** *** ***** #'s?

 

* ****** **** *** guess *** ** ****** for? ***

 

*** **** * **** stuff **** ****, ** confirms ** ******** ** abandon *** *********** ***** efforts. **** ******* **** 5 ******/*****/********/**** **** **** and ****** ******** *** $40/month

...** ** ********** ******** and ***** ***** *** negotiated **** ****** *** project **** **.

**** **, ***’* *** ever ****** **-****?  *** you **** *** ******** project ** *** **** subbing?

*** ******* *** ****** apartment *********** *** *** approvals **** **** *********, etc. * ***** *******  usually *** *** ******* anything.

**** ***** *** ** a ****** ***** ****, or *****, *** *** primary ***** *** **** decided **** ****** ** get ** ****.

*** ** ** ******, these ****** ****** *** disruptive *** **. 

** ***'* ** *** sub ****.

***** *** ***** *** I *** ** *** salesperson **** ** ** house *** ******** * security *** ****** ****** for $**/*****.  *** ***** were *** **** ******** reviews *** * *** able ** ****** ** installation *********** **** *** after * ****** ** days.

****** **** **** ******* research, * ******* ** buy * ********** ****** which * *********.  ***, Simplisafe *** ******** ***** products, ***** **** ** backward ************* **** ** system.  **, * ****** add ** ******, *** only *******.  ****** **********.  Is **** *** *** treat **** ***** ********* who **** *** **********?

**********, ** ****** ***** works ** * ** not **** ** ******* it, ***!

****** **********. ** **** how *** ***** **** early ********* *** **** you **********?

***** **********, ******** *********** ;)

********** * ******* "*** Defenders" *** *** ******* culmination ** *** *********, Iron ****, ******* ***** and **** **** ******. Sorry ******* ********* **** all ** * ****** wanted ** *** "*** Defenders ****** *"!

****'* *****. *******, ** makes ******** *** *********** on *** ******* ***** difficult.

*** *** ****: 

*** *** ******* *** strictly **** *** ******. Really ***** *** ****** be ********.

*** ******** ** *** they ******* *** ******** into * ***** **** that ******** *** * payout ** *** *** or **** ******** ** take *** *** ********* if **** **** ******? Is *** ***** ********* that ***. **** * used ** **** ** residential ***** *** **** and ** **** ****** over * ****** *** the ******** ******** *** they **** ********** *** would **** * ******* call *** ****** ****** they ****** ** **** off *** ******. **** actually ******** *** *** would **** *** *** pull *** **** ******** out *** ******* *** wire ** ***** ** they ***** *** **** cut ** ***. **** with *** **** ** the ******* *** ***** as ****.

* *** **** * confrontation **** * **** once *** ** ********** to **** *** **** on ** *** *** customer. * **** **** call *** ****** *** promptly ******** *** **** he *** ** ***** to ****** ******** **** the ********'* ******** **** was ******* ** *** structure ***** ****** *** at *** ****. ***** a **** ** *** idiot **** ** *** then ****** ** *** gear ** *** *** heck *** ** *****. Of ****** ** **** was **** **** ****** than ** *** ******** to ********** ** *** I *** ** ********* the ******.

**** **** **** ** the ****** **** ***** ending ******* ** *** a ******** **** * Ma ****  ****** ***** paid ********* **** *** life ** *** *****. Now ** ** ***** only ***** ***** **** that *******.

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