Public Mediation

My Claim vs. AT & T Security Consulting Dispute

S. P. vs. At & T Security Consulting / Digital Life Alarm
PO Box 9002, Carol Stream, Illinois, 60197-9002, United States
Amount Involved: Other terms
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
       (seeking public comment)
    • Claimant Seeks: 2 non-monetary items.
    • Claim #: 2718890
    • Amount Involved: N/A
    • Filed On: Jun 25, 2014
    • Posted On: Jul 06, 2014
    • Complaint(s):
      • Poor Value for Money
      • Customer service runarounds
      • Problem with a product
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Statement of Claim
Complaints Involved (4) - View
Claimant says:
"l purchased the Digital Life Alarm system February 2014, less than a week later I requested that the system be removed because of offline problems and false alarms. I made an appointment with ADT to reinstall my old system. When the AT&T Tec arrived he told me that the 1st Tec was new and had installed the system incorrectly. He begged me to give AT&T 1 more chance since I had everyone of their other products. To make a long story short since February I have had 6 different Tec's in my home most spending 6 to 8 hrs., because of false alarms when we are gone, false alarms in the middle of the night, offline problems every day. The last Tec said that my signal was too low in my areas to support my 4000 sq. ft., home. I called customer service again and explained that the systems was not working for me and until it was perfected I needed it removed. The service person said they could see from my complaints that I had many problems and they would send another Tec out. I told them that there was a Tec in my home as we spoke and I wanted the system removed. She said that I would have to pay a $500 termination fee. I explained that their system was not and had never protected me because of the problems that their record showed. I also told them that I had every product that AT&T made (my payments to AT&T exceeds $500 per month) only this one was giving me problems and asked to speak to a manager. A Steven Johnson ID# RJ3931 came on the phone sounding like he had just woke up and nonchalantly said that he would not waved the termination fee. When asked if "he could not wave the fee" he replied that "he could but he wasn't going to wave the fee". This was very poor customer service to talk to a customer in this manner. If he talked to me this way how does he treat other customers.
I have never asked for any credits or anything free. As I told the first Tec "All I WANTED WAS AN ALARM SYSTEM THAT WOULD CONTACT THE FIRE DEPARTMENT, THE POLICE AND 911". The first Tec installed FREE products that I told him I did not need, and later I found that I was being charged for it.
I WANT THIS MESS OUT OF MY HOUSE IT IS DRIVING ME CRAZY AND I DO NOT WANT TO PAY $500 BECAUSE AT &T HAVE NOT WORKED THE BUGS OUT OF THEIR PRODUCT. It's not the money, it's the principle, AT&T has always been my provider, I love U-Verse, our Cells, internet, land lines, etc., digital life is just not working for me."
...
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Additional Communication Between Claimant and At & T Security Consulting / Digital Life Alarm Hide
  • Jun 25, 2014, Claiming party added:

  • Contact them on line att.com/digitallife phone 8552882727

What Claimant Wants Hide
What By When How Much
1. Apology: I want a written apology from your manaager Steven Johnson ID# RJ3931 for this rudness and smart mouth Jul 10, 2014 N/A
2. Remove the system with no termination fees Jul 10, 2014 N/A
Non-cash: 2 items
  • 0
Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)

Respondent's Counteroffer

There has been no response to this claim from AT & T Security Consulting / Digital Life Alarm. This claim will remain posted until resolved
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