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Multiple Issues with this business have included the following:
1. Had an alarm event that required notification to the local police department. 45 minutes later, the police department had called back -- long after I called them directly and they'd been to the premise -- to advise me that they received a call that was misrouted and transferred trough various sources (phone operator, state police, county dispatch, finally to my local police) because ADT had the wrong phone number for the local police, despite our providing the correct one. When we called them to correct this, we were told by the phone representative that nothing could be done about it. So I'm paying for police notification that isn't happening properly.
2. Scheduled an appointment for ADT to move my security panel due to a door installation. Technician arrived late, berated the door installers, continually used foul language to me and the installers, spent 2 hours rewiring the entire system, then left it in a non-functioning condition to go to other appointments and never returned. Had to insist that an off-hours technician repair my system and make it optional at 10PM -- more than 9 hours after the first technician left. Also scheduled a CO Sensor installation (see 3. below).
3. Scheduled a CO Sensor install for a month ahead with a technician. Received several calls from ADT indicating that the part was received, and then asking "if I wanted to schedule". Corrected them on no less than 3 occasions, and asked how we make sure this is scheduled, was assured this was under control. The morning of the installation, receive a call telling me that they "don't have the part and would need to reschedule", after being called to schedule 3 times prior because "we've received the part".
Company clearly is not handling its business well, requests for escalation are not well-received or taken seriously. Calls to local office are not handled my managers immediately, post-sales service is not taken seriously. Clearly, their goal is to sell you the system, then not service it properly.
The complaint has been investigated and resolved to the customer’s satisfaction.
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A quick google search will show you why Elmsford office is renown for its incompetence. Stay away, if you can
These days complaints flow freely however, I do not find a complaint helpful when, it is solely a one-sided view of one party there is clearly at least two parties involved with, the second party not being allowed to respond to the claim? How fair is that?
Every time we turn around we are advised to shop for what we want and to get at least 3-quotes! How do you shop for something that you know nothing about other than who has the lowest price?
Reading the complaint speaks of relocation of a door contact for a new door? How simple? Install a CO Sensor again how simple? I have been in the alarm industry for more than fifteen years working with, several major alarm compaies along the way.
I will say that the complaintant does not mention that they had a survey of their system to see if; (a) it were expandable? (b) was the door contact for a new door or was it to replace an existing door contact to be reinstalled on a new door?
The complaint does not identify whether the door contractor damaged cabling to the door contact or whether the contruction activity (installing the new door) damaged the existing alarm system? It makes a huge difference regardless of who what alarm company is involved!
The complaint mentions the installation of a CO Sensor however, did anyone whether the alarm company or the complaintant identify the make, model, technology of the alarm control panel whether there was room within the existing control panel to accomodate expansion and addition of the CO Sensor? I did not read where the complaintant made the effort to PLAN for the improvements to their home and include an on-site survey by the alarm company in support of a timely & professional installation. The complaintant speaks of the technicians behavior, I don't read anything about the conduct or behavior of the complaintant?
Like I said, I get nothing from this complaint other than a one-sided slander and cannot take it seriously without a response from those that are directly described within the complaint or at least a reputable, unbiased investigator that would speak with, both-sides and then include their findings with, the initial complaint!