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"They opened two separate accounts for the exact same property security," Giusti says. "This is just a home, not a business. And billed me twice a month for 11 years."
She overpaid nearly $7,000 and says she should have caught it. While she says the company admitted the mistake, they refused to pay back anymore than four years' worth of the double payments. That's just around $2,200 of the nearly $7,000 Giusti felt she was owed.
"At that point I thought Michael Finney, 7 On Your Side," Giusti said. "I'm sure that Mr. Finney is going to be able to think of something to say to them."
So she contacted 7 On Your Side, and we told her we were on the case.
"An hour later," Giusti says, "I got an email from ADT going, 'Oh, we just heard what a terrible time you've had with ADT, and we're so sorry, and we're sending you back this much money in your account, and this much money in the mail.'"
ADT issued this statement: "We have reached a positive resolution and our customer is satisfied with the outcome."
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Satisfied? Actually more like thrilled.
"Oh, my gosh! Words alone! This is not a small amount to me," Giusti said. "Like I said, we're going to retire next year. $5,000 is a lot of money, and there it is in my account ready for me."
7 On Your Side appreciates ADT taking care of this problem.
Take a look at more stories and videos by Michael Finney and 7 On Your Side.
7OYS's consumer hotline is a free consumer mediation service for those in the San Francisco Bay Area. We assist individuals with consumer-related issues; we cannot assist on cases between businesses, or cases involving family law, criminal matters, landlord/tenant disputes, labor issues, or medical issues. Please review our FAQ here. As a part of our process in assisting you, it is necessary that we contact the company / agency you are writing about. If you do not wish us to contact them, please let us know right away, as it will affect our ability to work on your case. Due to the high volume of emails we receive, please allow 3-5 business days for a response.
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