ADT Punished by US Government

Author: John Honovich, Published on Mar 14, 2014

The US government is cracking down on deceptive marketers. And the industry's least favorite company, ADT, has been punished.

Inside this note, we break down the issues, sharing the specific deceptive practices, impact and contrast with real customer opinions.

Deceptive Marketing

*** ** ********** ** ******** **** ** ********* *********. *** *** industry's ***** ******** *******, ***, *** **** ********.

****** **** ****, ** ***** **** *** ******, ******* *** specific ********* *********, ****** *** ******** **** **** ******** ********.

Deceptive *********

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

*** ** ******* ***** ********** ******* *** **** ********* ********* and *** *** ******* (************).

****** **************** ******** ** $***,***+ ** ******* *********.

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

** ******, ***** ****** ***** **** **** ** ***** ********** ********* **** *** ** ******* *** **** *** ******* is ****** **** *** ****.

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

ADT ******* / *****

*** *** ******* (********** *****). ** **** ** ***** **********, **** ** *** **** to ***** ***** *******, *** **** ** **** *********** ************, including:

  • ******* *** ********* ******** *** ************.
  • **** **** *** ***** ******** *********** ************ (*** ********* ****** / ****** ****).
  • *** * *****, **** ******* ** *** **********, *** ********* demonstrating **** ********** ** ********* **********.
  • *** ***** **** **** *** ** ***** *** **** ** years.
  • **** ********* ** **** ***** "*** ****** ** * ***** penalty ** ** ** $**,***" ***** ************* *** *** ** pennies. 

Poor *** 

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

"***** *** ******** ****** ******, *** *** ** ****** **** slings *** ****** **** ****."

**** ** ** ****** ** * ******* **** *** '*********' spend ******** ** ********* ** ******* ** **** ******* ************ as **** *********** *******.

*** ******* ** **** *** *** *** *** ********* ****** and **** ** **** ******* ****** *********. ** ** ******** for *** ********** ** ********* ** **** *****.

The ******

*** **** ***** ** *** ********* *** *** ****** **** ADT ***** *** **** ** ** ** ****** ****** ** them. *** ******* *** *** **** ******* *********, *** *** is ****** ** ***** **** **** *******.

Regular ****** **** ***

*** **** *** ** ** **** **** ****** **** ** not ***.

*** ** ***** ****** ** ****** *****. *** ** ********* ***** ***. **** ***** ******** ******** ****. ****'* *** **** *** **** **** ** ** *** time ** **** ***********:

Comments (8)

That same TV program once boasted my country (and province) only to find out later they were paid by tourism office to do so.

Who's not under attack on social media? Who raves about a company on social media. It's mostly people ranting. If your big, you're going to have some unhappy clients and those people are likely to have a facebook account. ADT still has brutal customer service, but I think the above post is rediculous. If i could call in and state the same about any home what monitoring service would be of any value. I just call in, say i'm on vacation, please turn off the system at this address and voila easy B&E.

Deegan,

For ADT, the complaints are non stop. Here's a few from right now:

It goes on and on.

As for who raves about companies on social media? There are lots of companies who get consistent rave reviews of Yelp, for example. Here's an example for security systems Los Angeles (of course, ADT gets crushed here again but many competitors do great).

Makes me think of GoDaddy. I'm creating a website with them right now. I've seen lots of reviews against them. In the end, I decided to try it anyway (on a monthly basis to be safe). Result? Much better (awesome) than my previous hosting provider, though GoDaddy is definitely more expensive when you start adding things ...

People will always attack the most successful. In politics, it's the same thing. When a political party thrives in polls, they become the target of nasty comments from weaker rivals.

"People will always attack the most successful .... they become the target of nasty comments from weaker rivals."

So you are saying that ADT rivals are creating thousands of phony Facebook accounts creating diverse detailed accounts of problem they have with ADT systems?

That and the fact that people like to have a common enemy to talk about. Here, everyone talks against Bell Canada yet, Bell Canada continues to thrive! Maybe the negative publicity actually helps them more than anything else.

And as for detailed ADT accounts, well ... sometimes people see problems that only exist in their mind. Other times, yes ADT installers screwed up. A couple complaining about the lack of security due to GSM signal being too weak to reach ADT's monitoring station. Well, now that I know such problem could arise, I'll try to remember to check their GSM signal via my cellphone before signing them up. Nonetheless, ADT has a 6-month money back guarantee. So, why staying with them and complaint? Because some people love to complain and that's a great opportunity for them to do so.

New comers are always put on a pedestal ... until they become well known. Same with celebrities, we all love them at first, then we trash them. <g>

We covered ADT's 6 month guarantee in this note. Here's an excerpt:

Money Back Service Guarantee

This policy offers to extend the 'satisfaction guarantee' period to 6 months, including subsequent monitoring fees. Given the value of this promise can exceed $1000 if taken full term, only large installation companies are able to offer it 'no questions asked'.

However, the fine print gives ADT the option/right to 'fix' things first:

"If during the six months following installation we are unable to resolve any installation/service-related concern, we will refund the installation charge and/or any monitoring fees paid after we have attempted to resolve your concerns."

This is clearly NOT a 'no questions asked' type policy, giving ADT the power and right to refuse refunds under the claim they have resolved the installation/service issues.

For the customer, it is hard to redeem a guarantee contingent upon prior 'make right' service if none is made or if it isn't deemed an issue to begin with.

Well Brian, as an installer, I sure wouldn't like to uninstall a system simply because the client changed his mind about having a system or later found a better deal elsewhere. I think it is perfectly normal that a no question asked refund not be granted. Have you ever done so yourself?

As for the GSM communication not working, well I think it is more the customer to be aware of such problem in his area even though I think the installer should check it out first ... There's a town nearby where the GSM signal cuts at different areas of town. Just walking a few meters sometimes help. People living in that town know the dead zones, the installers don't.

Just giving my 2 cents ... We installers have rights too. <s>

Login to read this IPVM report.
Why do I need to log in?
IPVM conducts unique testing and research funded by member's payments enabling us to offer the most independent, accurate and in-depth information.

Related Reports on Marketing

Dell Launches IoT for Surveillance on Sep 05, 2018
Historically, Dell has been a PC and server provider (e.g., "Dude, you're getting a Dell") and widely used for surveillance storage. However, in...
Hikvision FIPS 140-2 Cybersecurity Certification Examined on Aug 27, 2018
A week after the US government passed a law banning Hikvision, Hikvision announced it had obtained a FIPS 140-2 certification from the US...
$25 Million US COPS SVPP School Security Funding Examined on Jul 24, 2018
The US Congress has authorized the School Violence Prevention Program (SVPP) to fund various security measures and training to mitigate active...
Fail: Dahua "Didn't Check The Lux Levels but It Was Dark" on Jul 20, 2018
Dahua UK has been promoting their camera quality on LinkedIn: I, and others, asked what the lux level of the scene was. (background: Lux Rating...
Directory of Video Surveillance Startups on Jul 18, 2018
This directory provides a list of video surveillance startups to help you see and research what companies are new or not yet broadly known entity...
Drops Dahua, Fenner Becomes ISS CMO on Jul 09, 2018
Hired to improve Dahua's miserable marketing just last year, Janet Fenner has quit Dahua, joining VMS manufacturer ISS as Chief Marketing...
Pelco Is For Sale on Jun 27, 2018
Pelco is for sale, being shopped by an investment bank, IPVM has confirmed from multiple sources. The company, acquired by Schneider Electric in...
Snap Surveillance Profile on Jun 26, 2018
There are not a lot of video surveillance companies that survive 9 years with only one feature that makes their product stand out. In the case of...
Hikvision Covers Up Racial Profiling And AI Error on Jun 25, 2018
Faced with global scrutiny, led by the US government-funded Voice of America (VOA), Hikvision has covered up evidence showing their racial...
IFSEC 2018 Final Show Report on Jun 20, 2018
IPVM attended the IFSEC show for the first time this year. The Chinese took over the show, centered on Hikvision, flanked by Dahua, Huawei and a...

Most Recent Industry Reports

Alexa Guard Expands Amazon's Security Offerings, Boosts ADT's Stock on Sep 21, 2018
Amazon is expanding their security offerings yet again, this time with Alexa Guard that delivers security audio analytics and a virtual "Fake...
UTC, Owner of Lenel, Acquires S2 on Sep 20, 2018
UTC now owns two of the biggest access control providers, one of integrator's most hated access control platforms, Lenel, and one of their...
BluePoint Aims To Bring Life-Safety Mind-Set To Police Pull Stations on Sep 20, 2018
Fire alarm pull stations are commonplace but police ones are not. A self-funded startup, BluePoint Alert Solutions is aiming to make police pull...
SIA Plays Dumb On OEMs And Hikua Ban on Sep 20, 2018
OEMs widely pretend to be 'manufacturers', deceiving their customers and putting them at risk for cybersecurity attacks and, soon, violation of US...
Axis Vs. Hikvision IR PTZ Shootout on Sep 20, 2018
Hikvision has their high-end dual-sensor DarkfighterX. Axis has their high-end concealed IR Q6125-LE. Which is better? We bought both and tested...
Avigilon Announces AI-Powered H5 Camera Development on Sep 19, 2018
Avigilon will be showcasing "next-generation AI" at next week's ASIS GSX. In an atypical move, the company is not actually releasing these...
Favorite Request-to-Exit (RTE) Manufacturers 2018 on Sep 19, 2018
Request To Exit devices like motion sensors and lock releasing push-buttons are a part of almost every access install, but who makes the equipment...
25% China Tariffs Finalized For 2019, 10% Start Now, Includes Select Video Surveillance on Sep 18, 2018
A surprise move: In July, when the most recent tariff round was first announced, the tariffs were only scheduled for 10%. However, now, the US...
Central Stations Face Off Against NFPA On Fire Monitoring on Sep 18, 2018
Central stations are facing off against the NFPA over what they call anti-competitive language in NFPA 72, the standard that covers fire alarms....
Hikvision USA Starts Layoffs on Sep 18, 2018
Hikvision USA has started layoffs, just weeks after the US government ban was passed into law. Inside this note, we examine: The important...

The world's leading video surveillance information source, IPVM provides the best reporting, testing and training for 10,000+ members globally. Dedicated to independent and objective information, we uniquely refuse any and all advertisements, sponsorship and consulting from manufacturers.

About | FAQ | Contact