ADT / not relaying the correct address to an emergency call and poor installation
ADT Home Security Alarm Systems - www.adt.com
In the spring of 2007 (March) my wife and I were out of the country. Our key holders had a call on the garage. They checked out the garage in the morning and found nothing. They reset the alarm in the garage like they set the alarm in the house. ADT dispatched an Ambulance to our house. The key holders asked the call be cancelled and ADT refused. To add to this situation the wrong address was given so the Ambulance wasted one and a half hours and never did show up at my house. The key holders were very upset over this as they are in there 70’s. They informed us they wanted nothing to do with the ADT security system anymore.
I did some research when I returned home and the caller has to cancel the emergency dispatch vehicle (ADT). I was very upset. Nowbody else in the neighborhood wanted anything to do with ADT security system in our house. Most people are retired or summer residents. I asked for a report on this incident and never received it. I called and asked to cancel the service and was told there was a signed agreement and I had to keep paying no matter what the circumstances. Unfortunately we got into a shouting match on the phone. I was very frustrated with the service and the fellow I was talking to didn’t really seem to care about my situation.
I submitted a complaint to the better business beaureau in Florida. This went no where and got the same results as my discussion with the rep. I was called from Calgary and spoke to John Baker at [protected] at 8:45 AM in Calgary. I had a nice talk and thought we agreed that an apology to the key holders would smooth things out. My initial contact was from Mexico. We agreed I would call when I returned and his manager would be in and the matter would be resolved.
I returned the call several times after returning from Mexico and none of my calls were answered or returned.
Since then I have talked another fellow into being the key holder and while I was showing him how the system works in the garage I pushed the third button on the left on the keypad and ADT called wanting to send an ambulance. This button is not marked; this button in the house is used to set the (away) alarm. When I was talking to the call centre I was told that pushing # and 3 together got an ambulance dispatch. So the keypad was not set up properly from the get go. If this keypad had been marked as it was set up to operate we would have never had this problem.
I called the emergency response in Parkland County and asked them exactly what they wanted for a address to respond to a call out. I then adjusted my call out address with ADT. I thought this would have been
ADT’s area of expertise! I am also miffed as to why you insist in including a Postal code with the response address as it has nothing to do with where we live.
What bothers me the most is the lack of interest in my problem and now I find it goes back to the original installation and having to find the problem myself.
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