Forum Discussion
Any other way to make a complaint
My family has been with ADT security for 10 years. We were advised by the Telus Customer Service that our system was too old and was required to upgrade to Telus SmartHome Security, and we did severa...
We went through the process of Telus taking over our ADT system in 2023. It was a fiasco that would take pages to describe. Suffice to say that when the dust cleared, Telus credited us most of the cost of the new hardware, the installation, and the monthly payments for one year. Unfortunately, and they did not explain this when they changed over, we ended up with a 3-year locked in contract, after having been month-to-month with ADT for many years, and satisfied with their service. Our free year of service, is almost over, and we have almost 2-years to go before we can flee. Looking forward to that day! Oh and one more thing, if your system detects an intrusion, Telus decided to subcontract their security monitoring to another company, even though this is not mentioned in their contract and we never agreed to this. Further, this company is Paladin, the worst rated home security company in our area, and unbelievably Paladin has further subcontracted actual response to another company, which even they cannot name! Bottom line, Telus subcontracted to Paladin, who subcontracted to brand X, who sent an unidentified and unapproved person into our house when intrusion was detected. For this fiasco, Telus credited another 3 months of free monitoring. I would much rather have a competent company charge for correct service, then an incompetent and dishonest company having to continually apologize and credit for my wasted time and loss of trust!
To make matters worse, now Telus has started to post fraudulent agreements on my account. We had a most recent agreement posted based on solving the latest fiasco, which involved yet another credit. Now Telus has taken to posting a new agreement every month, even though I had not seen this new agreement, and there was no communication from them in advance to say the previously agreed contract is proposed to be superceded with another. An agreement is not an agreement unless both parties agree! Huge wasted time with escalation last week about this. A manager called back separately today promising to look into this and she has no idea why Telus has screwed up yet another work flow! It is really astounding that Telus remains in business without any ability to improve. Have they not heard of continuous improvement and quality management? How can they survive?
Further, this escalation manager says there is no way to remove the fraudulent agreement from my account. She can only add a private message on the back end instructing Telus staff to ignore the fraudulent one. A band aid solution at best!
