Digital Life Disappointment
We have always been a loyal customer of AT&T. So when the option was available to have AT&T home security we sign up without hesitation. We have always been provided quality service. But to our surprise, when signed up for AT&T Digital Life we would be receiving poor quality service and inferior products. Let’s start at the beginning, when we sign up for the service we had to wait almost 2 months for an installation. When the tech came out our AT&T internet was down due to no fault of our own but we digress. The tech said someone would be calling us to reschedule two weeks past. No call, no show so we called customer service to reschedule. On the appointment day, no one ever showed up. We called a rescheduled for the third time. Now maybe we should have taken these incidents as red flags but we proceeded anyway. We signed up for the package smart home and automation. The tech did not install the camera on the same day and we never received our video door bell. Our first tech came and knocked several holes in our walls and did not return to repair them. We have had multiple no call no-show. We called within our 14 days window to cancel and the lady assured us that it would get better and begged us not to leave. A week later we called again and were given a free camera and $25 waived off our next bill to stay. Unknowing to us we were supposed to already have a camera because for four months we were being charged the smart security and automation package price every month which includes a camera. When the system was first installed the tech poked hole in our drywall and they are still very visible it is very unprofessional. We received a notification on our account that says no permit on file all three of the techs that came out to our home before today stated that we were connected to the police department. Even after all this a few weeks ago our alarm went off and the police did not come we called AT&T and told them and they said the system is testing mode when it is testing mode it does not notify police well we didn't put it in testing mode. We were told the permit fee was included in the price if that is so why is there not one on file. Basically, we had a security monitoring service it doesn't call the police it only notifies you when you probably should call the police. We discounted our service for three days no one called our sent the police. We went on vacation and were overcome with emotional distress because the digital life app was constantly offline.
We are extremely disappointed with Digital Life your unsatisfactory level of service. We had expected much more from a prestigious and reputed company of your standard. We have all the equipment ready for pick up and we feel we should not have to pay or contract cancellation fee or last bill. With all the stress the company caused us we feel Digital Life owes us money. All the money we were paying for no security service. [Edited to comply with Guidelines]