MARYVILLE (WATE) - A Maryville woman called 6 On Your Side about a confusing experience she had recently involving upgrades to her home security system.
Many of the older analog security systems are being upgraded to digital service. That means some customers must decide whether to switch their monitoring services.
Maxine Wilson has new monitoring equipment a local security company installed two months ago.
She received a remote control at no cost, several motion detectors and her entire monitoring system was upgraded to digital.
When Maxine signed the papers in late March, she apparently didn't object to her monitoring company being switched.
Florida based Security Networks now has the contract, instead of ADT. USA Security of Knoxville, an authorized independent dealer, suggested the change.
"I thought if it was ADT, that they were going to upgrade the system I've had for 12 years, then what would be wrong with that?" Maxine said.
Then Maxine remembered when ADT called in early May saying it was no longer monitoring her home.
Maxine called USA security, a certified ADT dealer, because she upset. "I said, what did you connect me with the security network in Florida for? He said that's the way we upgrade. We switch you over."
Greg Evans sold Maxine the new monitoring system. "As far as I was aware of, she was very happy what we did for her. I asked her is she still under contract with ADT, generally your contract is a three year contact."
Maxine had been with ADT for 12 years and paid directly in advance..
"I called ADT and they said she was not under contract with them anymore," Evans said. "She was on month to month service."
Evans said he thought Maxine understood how the change was going to work. "I have a document here where she signed it. I want to cancel my ADT account as of March 31, 2010."
Maxine believes she wasn't fully informed about the switch, which she admits can be confusing. "I kept telling them, I like ADT. I want ADT. That's what I have and that's what I want."
USA Security contracts with ADT and Security Networks to do the monitoring. So 6 On Your Side went to USA Security. The company agreed the customer comes first.
"If she isn't happy with Security Networks, we will be more than happy to switch her back to ADT under no obligation," Evans said.
"I want it back with ADT like it was," Maxine said.
USA Security representatives say they'll waive any fees that may be incurred by dropping Security Networks.
Here are some tips on how to select a good home security system. Shop around, compare prices and do some research to ensure the business you have in mind is authorized and has a selection of products and services.
Also, read reviews from other customers.
Plus, read your contract closely before signing it.
If you have a consumer issue, call the 6 On Your Side hotline at (865) 633-5975.