Yeah, but I'm seeing this with just about every contracted service. This is why I show very little regard to those that complain that the internet is putting brick and mortar business out of business.
Back in 2003 before I went to Iraq, I wanted to make sure that my two daughters living at my house at the time were going to have a working home alarm system. An ADT guy came out and set everything up and assured me that my daughters would be protected (as much as an alarm system can) while I was away. I was more than satisfied paying the setup costs and $31 per month for that assurance. Fast forward, I got back... relaxed for a month and got bills caught up (which is another story on which companies and local government that said I could do cost averaging while away and reconcile everything when I got back - NOT!), then went back into training to go back to Iraq on the next rotation. Fast forward again to when I got back in 2007, I had forgotten about the alarm system and walked out the back door; I heard the beeps but it didnt register until the alarm should have gone off - but it didnt. I did it again a few more times with the different doors and windows and the alarm never went off. I called ADT and they did not show that the alarm was tripped. ADT sent a guy over and he said, yep, it's not working and we need to put in a wireless system. He put in the wireless system fairly quickly and it worked. I told him that it has never done that before. So... after almost 4 years of going back and forth to Iraq expecting the ADT system to "protect" my daughters, the system in fact never worked. And with this, ADT sent me a delightful bill for fixing a system that never worked. I called the regional supervisor, supposedly in Leander, and we went back and forth: he insisted that I "owed" money for a new installation and I insisted THEY owe ME $2000 for service ($31/monthx5yrs) and initial instillation costs that did not work (and they should be happy that nothing serious happened). I disconnected everything they had in my home and they continued to send me bills for second installation and additional $31 per month thereafter for about 6 months even though the system was completely disconnected. These people are thieves.