ADT Cancellation Complaints Resurface as Customers Leave

For as long as I can remember, one of the biggest issues facing alarm companies is the rate of customer cancellation. Let’s face it … every alarm company loses some of its customers every year, and the biggest reason is people moving. That’s because, unlike a DIY Frontpoint system, very few alarm systems can easily move with you.

Other reasons can include:

• Poor customer service. This could mean a slow response to a repair issue, trouble getting through to someone who can resolve a problem or other related complaints.
• Overpaying for the same services you can get elsewhere for less. It pays to shop!
• Frequent hikes in the monthly rate for the same service and equipment, with no upgrades.
• Outdated technology, or a system that causes false alarms, does not work, etc.
• The customer did not really understand (or value) what they were buying in the first place—often as a result of an overly aggressive sales approach, such as by a door knocker.

Smart folks in the alarm industry know that you can learn a lot about an alarm services provider by the rate at which its customers decide to cancel their service – and the reasons why they cancel.

You can also lean a lot about a company by how hard they make it for you to cancel when you want to. And when it’s really hard, that is a great way to hurt your reputation. The Consumer Affairs article “ADT Security loves customers too much to let them leave” highlights complaints from ADT account holders that can’t cancel their service. One such complaint is from Brenda in North Carolina, who needed to step in to help her elderly parents with their ADT system:

“On Sept. 11 she wrote us [Consumer Affairs] to say that, ‘My parents are an elderly couple and have had ADT Security Services for a few years. Recently my mom upgraded to get a new system and called ADT to cancel the services. They told her that my dad had taken out the original contract and that she could not cancel without his authorization.’ Problem is, Brenda’s father has had Alzheimer’s for several years. Brenda explained, ‘[…]They told her she would need power of attorney for my dad to cancel...’ Brenda tried handling the matter herself, to spare her mother the stress, but received only a runaround in return. ‘[…]Basically, the company gives you the runaround, doesn't cancel and transfers you to numerous people to speak with. I have now faxed power of attorney and cancellation of services without any response from them [….] I wonder how many other seniors have had this experience. It is appalling to me that companies prey on senior citizens and get them more confused and make threats.’”

If you are wondering “how do I cancel my ADT account” or another home security service provider after reading that story, the following tips may help you:

Before signing the contract, be sure to read the policies and procedures that guide service cancellation. These steps should be documented in the written contract. Keep a hard copy of the signed contract on hand.

While our first inclination is to call, it is difficult to document what happened over the phone. Send emails, faxes, or certified letters that clearly state your desire to cancel.

A termination letter is the most common means to cancel a home security contract. The letter should include the contract or service number, the contract expiration date, the date you want your contract to end, the reasons you want to terminate, and your signature.

I really don’t mean to pick on ADT: some of these complaints could have been written about any number of alarm companies. But the best alarm companies are, not surprisingly, the ones with the best reviews and reputations.

Whether it’s fully transparent marketing, a refreshingly consultative sales process, or a customer experience that “Wows,” you do have options. In some cases, you can even find all three of these essential attributes—like with Frontpoint! As one important piece of evidence, Frontpoint has the lowest customer cancellation rate of any nationwide alarm company in the US.

When you search for Frontpoint reviews, you’ll find consistently great news and much of it has to do with the overall consumer experience. As the leader in wireless home security, FrontPoint is committed to your safety and security—and that means honest sales and advertising, no hidden fees, the best technology at the best price, and world-class service.

And remember, Frontpoint offers a 30-day, 100% risk-free trial period with every system we sell. That means you get to make sure that you love your system—and us—before you are stuck. Now, that is peace of mind.

Frontpoint keeps families safer and more connected in their everyday lives. We've been revolutionizing the home security industry for over a decade. And we're just getting started. To shop DIY home security systems, check out our Security Packages. If you have questions or would like to discuss a quote, contact us at 1-877-602-5276.