ADT Security Services
Boca Raton, Florida
United States - 33431-4438
ADT Business Security
My company has an ADT burglar and fire security system installed back in 2001. We have an ADT service ticket open, our number is 460 271 96.
This ticket was opened on Monday, August 13. Below is the timeline of my experiences with ADT in attempting to resolve this ticket:
8/13: Contact made to ADT central service number [protected].
Service technician visit scheduled for Monday, 8/13. Technician did not show up and no call was received by us indicating that this visit would not occur.
8/14: No visit from technician. Contacted ADT central service and was informed that technician would arrive afternoon of Tuesday 8/14.
Technician did not arrive and we did not receive a call regarding why not. Contacted ADT central service again in the late afternoon as was told technician would arrive on 8/15.
8/15: Technician arrived early afternoon. Technician diagnosed failed input relay board in our central door access control panel. Technician did not have this part in his truck stock, informed me that one would be ordered and I would be contacted when this part arrived so that a technician could be scheduled to complete this installation.
8/17: Was visited by our sales rep at my request. We requested a quote from him for an additional audible alarm for our shop floor. Explained the situation above to him, who stated he would follow up on this and contact me.
8/27: No response received from sales rep or ADT local. Contacted ADT central service to determine status of part ordered on 8/15. Was told by the service person that a service coordinator would contact me to let me know the status of our order. No follow up call received.
8/28: Contacted our local service manager. Left message for him asking for a call back. No response received.
8/30: Contacted ADT central service again requesting status. Service person attempted to contact local service coordinator and was unable to reach this individual.
The bottom line is this. One of our 2 main office door entrances has been non-functional for over 2 weeks. Despite repeated calls to various channels I have received absolutely no information from ADT that tells me when this will be resolved. This is not our first experience of this type with ADT. After a break in to our facility last year I had to wait 3 days for a service technician and received the same kind of failed "a person will be out today" promises I detailed above.
I doubt very much that this was the kind of support that was promised to our organization when my predecessor signed a maintenance agreement with ADT. I would like a response from ADT as soon as possible that includes a plan on resolving our current issue.
My phone line was cut by my phone company today and there was no response from ADT. I called them and they said it never triggered an alarm. I also pay additionally for ADT to call my cell in the event the phone line is cut. Our system was recently tested after false alarms in the middle of the night and the fire dept also being called. They broke into my home looking for a fire. Do yourself a favor and get a dog!!!
In September of 2006, I received an expired ADT refund check. By the time I received this check (which was sent to the wrong address by ADT) it was no longer valid, so I proceeded to contact ADT to discuss the re-issuance of this check. I was advised that I would need to send the check back to ADT, and upon receipt, would be issued a new check. I scanned a copy of the check and proceeded to send it back to ADT. After a few months, I felt as if I had waited long enough for the check, and proceeded to contact ADT to follow up on the missing check. Upon speaking to ADT, I was advised that the check had not been sent out, but that a new check would be sent immediately, and would be received within 7 to 10 business days. Still having some faith in "the system", I waited a while for the check, thinking that ADT's processing department(s) were just slow. After months with no check, I contacted ADT again, inquiring about the status of the check.
This time, I was told the check had not been sent, but was assured that it would be sent immediately, and that I could expect a check within 7 to 10 business days (yes, I'm a sucker). Again, I waited for the check, which I never received, and contacted ADT again. This time (April 23 - nearly 8 months since my original request for a $100 check re-issue), I was told that ADT Kansas City would have to handle the check issuance. The folks at ADT Kansas City told me that they didn't know anything about it, and that it would have to be issued by the refunds department. At this point, I requested to speak to the Service Coordinator of the Kansas City ADT (who has been the only competent and helpful person I've met at ADT in the last 6 months). She began wandering through the web of lies woven by ADT and seemed to discover what I had known all along - ADT was trying to screw me out of 100 bucks. She was able to contact one lady who claimed the check had been sent to Missouri collections, and that there was nothing I could do except logon to the Missour Unclaimed Property website. This was not true, as the monies owed by ADT were not listed on the Missouri website. Gerry found another person to contact, and conferenced me in on the phone call. This person (I believe in a tax or refund department), told us that the check had been sent to Missouri unclaimed property as well. I refused to believe that this was the case, and proceeded to call the state of Missouri to discuss my dilemma. I was told by the State Treasurer's office that assets are not typically sent to collections until they have been inactive/unclaimed for more than 5 years. In my case, it had been less than a year since the refund had expired, so I began to doubt the story I had been told by ADT. I proceeded to inquire about the unclaimed property process, and was told that most large companies submit a "batch" of assets to unclaimed property each fall, around October or November.
In 2006, ADT had submitted approximately 5000 assets on their unclaimed report, which were manually inserted into the unclaimed property databases by the end of January, 2007. After finding this information, I obtained the contact information for ADT and their refund/tax department, Pamela Runkler (sp?). I then spoke to Gerry (ADT - KC), and told her that I did not believe the money had already been sent to Missouri, but that I suspected it was somewhere at ADT. I gave Pamela's phone number to Gerry, but Gerry never received a response from Pamela. On the morning of Tuesday, April 24th, and appx 10:00 AM CDT, I received a call from Nancy Dollmeyer in the refunds department. The refunds department is who started this web of lies in September, yet I was forced to enter their vicious circle of deceit again. This time, I was told that I should have received a letter from Legal on my initial request, which would have to be returned to ADT before a check would be re-issued. I advised that I had never received a letter, nor had I ever been told by the Refunds department that I had to do anything except wait for the check. This time around, Nancy told me that I would have send a form into the Tax Deparment, requesting that they release the funds (which were placed in queue for release to Missouri Unclaimed Property in November of 2007), so rather than simply sending me my 100 bucks, they told me that I would have to buy a stamp, send them a form, and then wait up to 60 days for my money. If (this is a huge "if") they truly do what they say, I may actually have my 100 bucks by the end of June, 2007.
Now, if this is how a company treats a small matter (such as a $100 refund), imagine how they handle the rest of their business. I would trust the security of my home and my family to a herd of cattle before placing my trust in the bumbling idiots at ADT.
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