Our family has been an ADT customer for more than 25 years. About 4 years ago, I decided to have an ADT flood detector installed in our laundry room. I paid extra for ADT to start monitoring my home in case of a flood, which I thought was worth it for the “sense of security”. I believed that ADT had my family’s back and that we were being protected. Unfortunately, I was very wrong about this.
In September 2018, we came home from a 4-day trip and discovered our laundry room was half flooded. Our water softener broke and water had flooded the area. Even though the water was half a foot deep in certain areas, I was surprised to find the water did not even touch the sensor!
From this flood, we lost family photos, files, and $2,000 deductible. Due to the flood, our insurance company decided to increase our home insurance. The $2000 is replaceable, but our family photos are not.
Once again, I thought ADT would have my family’s back, but I was so wrong. After the repairs were done from the flood, ADT came to my house and installed one extra sensor and called it a day. I asked ADT to pay for the $2,000 in damage, but they rejected my request. I explained to them that their sensor was improperly placed by their technician, which is obvious because the flood water did not touch the sensor. If the sensor was properly placed, it would have notified ADT of the flood immediately and we could have reduced the damage.
After multiple attempts to ask ADT to fairly compensate us for the damage and inconvenience, all they came back with was $250 credit and $10 off/month. The catch was I had to complete the rest of our 3 year contract. In fact, even though I don’t trust their services anymore, I’m forced to complete my contract with them!
I paid for flood monitoring service, and ADT not only did not properly install their sensor, but they did not take on any responsibility for their mistake. All I asked was for a $2,000 compensation for the damage that was done by a flood that their sensor did not detect! Where is the accountability here? I have turned down ADT’s unfair offer and decided I need to tell my story to other consumers.