5 On Your Side

Fayetteville homeowner alarmed by faulty security system

Posted March 27, 2012
Updated March 28, 2012

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— "Turn off the alarm." What kind of fix is that if you're paying for a brand new security service?

Fayetteville's Joseph Smith contacted 5 On Your Side after he says that's what the company told him to do when his brand new home alarm system kept going off all hours of the day and night. Smith got the system last December.

Technicians spent hours installing it. Smith says soon after they left, the false alarms started. "Ear piercing," said Smith of the noise. "It definitely gets your blood pressure going."

His new alarm screamed randomly throughout the day and in the middle of the night, several times a night, for no reason.

"Just as you're starting to fall back asleep, you have to jump up and cut the alarm off," Smith said.

He bought the alarm through Defender Direct, an ADT alarm system dealer. It was installed by a company called Protect Your Home. Smith says he called the company each time there was a false alarm. Smith says it started with the front door, then a window, then the back door.

"Every time we'd leave the house we'd get a false alarm, and the police would be called out," Smith said. "That was getting annoying."

Smith estimates he had at least 20 false alarms in the first two and a half months he had the system. Fayetteville police sent letters threatening fines – as much as $200 for each false alarm.

Home security system, alarm system Homeowner alarmed by faulty security system

The last time Smith called for repairs, he says, "they told me it would be two weeks before they could get out here to fix it."

His patience wearing thin, Smith contacted 5 On Your Side, which contacted ADT.

"Once I got in touch with you guys and ya'll let them know that this is going to be looked into, then they got on the ball and done something about it," Smith said.

ADT connected with Protect Your Home, which blamed a "bad piece of equipment," so they replaced every sensor in the Smith's home.

"I was relieved that I finally got some attention, but it shouldn't have to go to that extreme though. That's ridiculous," Smith said.

Smith told Fayetteville police what was going on. Since repair crews had been out a few times to work on the problems, he never had to pay a fine.

8 Comments

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  • Scubagirl Apr 2, 2012

    "Notice when "ADT" got involved, it got fixed!!!!

    ltayscue"

    when FIVE ON YOUR SIDE got involved it got fixed! I agree w/ the owner, it shouldn't take 5 on your side getting involved to get an issue taken care of promptly and properly.

  • Baybee Doll Mar 30, 2012

    Try X-10 & install it urself.

  • Stormy13 Mar 30, 2012

    I saved all the expense and fuss of false alarms ..... I "found" an ADT Alarm System sign and it does the trick!

  • drnc Mar 29, 2012

    My ADT system saved my house from burning in 2001. Best money I have ever spent and I gladly pay them my monthly fee. I also have ADT at our mountain cabin and beach house. Never any problems and prompt customer service. The men that installed mine were not sub-contractors.

  • superman Mar 29, 2012

    I had a similiar issue with TWC. I had them to connect the cable with tv and internet 4 years ago. When I decided to cancel my service last month they told me that I would have to pay an early termination fee. The first contract was for two years and at the end of the two years since I didnt cancel the contract it was automatically renewed for another two years. You would think that TWC had internet access and they would have sent me an e-mail at the end of two years to let me know that I could cancel or change my plan and that if I didnt do anything that they would renew the plan for another two years. Needless to say that I am certainly going to cancel. This is a poor way to do business. They treat new customers much better than this.

  • ltayscue Mar 28, 2012

    This is what happens when you try and go cheap with a dealer instead of going with the corporate ADT company. Notice when "ADT" got involved, it got fixed!!!!

  • florence Mar 28, 2012

    I have had ADT since 1999. When I started having problems with my system, they came out to check it. After 13 years I was informed that my system was too old to be repaired and that I would need a new system. They couldn't tell me how much it was going to cost. Well, I cancelled ADT and went with a new security company. THEN I received a bill from ADT because I terminated the contract early. Early--13 years is terminating a 5 year contract early???. When I called ADT they went over my account and informed me that I owed $59.00. For what I don't know, Anyway I paid the bill and thought I am finished with ADT. Today, I received a notice from a collection company informing me that ADT had turned my account over to them in the amount of $195.00 !! Had to call ADT again. They informed me that when they last checked my system (2010) that I had signed a new contract!! Why would I sigh a new contract when my system was beyond repair? Just another Rip off.

  • superman Mar 28, 2012

    Maybe he could have called the police after the second false alarm and told them the situation and NOT to respond until he sent them written notice that the system was working. I dont think his "system" is working either.