ADT Alarm System - Refused To Install Their Decoy Box Due Through Our Insulation

pathsofdarkness

A couple of weeks ago we agreed to buy a basic alarm system from ADT (£99 install plus £25 p/m contract).

We made it clear to the sales person that we had external wall insulation and that this would require either sleeved bolts or extended fixings for when they put their decoy box onto the outside of the house. We were told this would not be an issue.

We also independently called up customer services and told them the same. We were told this was perfectly fine and there wouldn't be an issue.

Well...

Today an ADT person came out to install their security system. Inside the house they've done a great job, and the man doing it was really lovely.

However, after speaking to his manager, he said that they aren't allowed to put the decoy box (it's just a box with a flashing light, batteries and solar panel, no alarm or external cables) up on the outside of the house because they aren't allowed to drill through the solid wall insulation.

He was very apologetic saying that the sales guy and customer support should have informed us of this. Also they don't refund on the decoy box and that we'd have to arrange putting the box up ourselves. Obviously we don't want to shell out any more cash to do this and I have no DIY skills I must confess.

He suggested we phone up the sales guy and ask him what to do. We did, and the installer also spoke to him. The sales guy is going to arrange for the ADT decoy box to be glued onto the property instead. The sales guy was surprised that this was an issue because his manager had told him it would be fine.

Is this a good idea, getting it glued on? What is the downside? The ADT installer guy said he couldn't advise but he said it could work. There doesn't seem like much space on the back of the box that can be glued.

Sorry for the long post, I guess I was working it through in my head as I wrote it out

P.S. I didn't know which board to post this into, sorry if it's the wrong, happy for mods to take action.

stator

Depends on the glue I suppose, you can get some really strong industrial glues, I don't know if they work on houses.

jc808

Push it back to them.

If I was a real !!!! hole, I would say that as the contract has changed (ie they are not fitting a dummy box) I dont agree, and that I want to cancel the contract, and they can come back remove all their gear and make good any damage (eg channeling, screw holes etc)

pathsofdarkness

I phoned customer support and they said that if the box falls down due to wind, then as long as I'm still in contract, they will put it back up. They have made a note of this on their system.

In addition, the sales guy just phoned me and said they are going to arrange someone to put the box up. They are having a discussion amongst themselves whether sticking it is the best way to go (because they don't want it falling down either). He came across as very genuine to me and like he really wants to get this sorted for me, so now I'm feeling better about the who thing.

Will update when resolved because I'm sure other people who have external wall insulation may be interested in this.

Hoof_Hearted

£25 a month??? Really?

Furts

Hoof_Hearted wrote: »

£25 a month??? Really?

My thoughts too. No wonder the salesman seemed so nice, he is thinking of his enormous commission and does not want to jeopardize it.

I recently had a system installed with all wires hidden, numerous PIR, telephone control, camera, bell box, two control panels etc for £800. I would expect this system to last 10-20 years. During that time OP would have paid well over £2500 - £5000. Sobering if not scary!

sujac

All well and good if it falls down they will put it back up. What if it falls down and damages property on the way or falls on the postman's head. Will it be covered by their insurance. If it was me I wouldn't want to risk it with glue.

movilogo

Why on earth you are paying them £25 / month?? You can install alarm in a medium size house for £500 with an optional £90/year contract with most companies.

casper_g

I'm assuming that the £25 a month fee is for a monitored alarm with some kind of response service, rather than just for maintenance!

movilogo

Yes, this is it. http://www.adt.co.uk/home-security/products#keyholder-response

Still you can fit a standard alarm with SIM inside, for £550-£600, which will dial you in case of activation. Why pay £25/month for doing the exact same thing?

Owain_Moneysaver

The weight of an alarm bellbox is negligible; I don't see why it would need to be screwed through the insulation to the wall substrate.

It's not like a satellite dish or a clothesline which has a high pull-out load.

Possibly contact the insulation system supplier to see what fixings they recommend for such a light load.