A Letter to the CEO of ADT Security

I think the letter speaks for itself. I am beyond frustrated.


Naren K Gursahaney
CEO, ADT Security
The ADT Corporation 
1501 Yamato Rd
Boca Raton, FL 33431 September 8, 2014

Dear Mr. Gursahaney,

I’m writing to you as a former Brinks and then ADT customer for over 10 years. Over those 10 years, I have probably paid you in the neighborhood of $4-5,000, usually a prompt one-time annual payment.

I canceled my monitoring service in August 2014, and a few days later, my system does not function. I was told that because the service is cancelled, you will not send a technician to my home to see what the problem is. That I own the system now.

Except that you have a proprietary system that relies on your own codes to operate and communicate with the home units. Thus, you have effectively locked me out of my own system.

I suspect this is not only horrible customer relations but it just might be illegal—or at the very least—dishonest and unethical. Please designate a technician (for whom I will pay a reasonable fee) to straighten out the unit I purchased from you so it can be used locally.

Thank you. You can reach me via my email.