ADT Security Services / horrible customer service and faulty product!
This complaint concerns a commercial install performed for a non-profit organization. After almost six months, we still don't have a fully-functioning system and are out nearly $8,000. Our experience has included a ridiculously long list of faulty parts, missed service calls, false trips of the system, added riders to the contract during the installation process, and horrendous customer service from ADT management in the Richmond office.
The only thing ADT has done well and consistently is bill us for service and monitoring. Otherwise, they've replaced parts repeatedly without successful resolution of the problems. They've scheduled service appointments, then not shown up and not called, and their sales and installation managers are using the poor field guys as barriers in an attempt to avoid speaking with me.
I have devoted almost 100 hours in the past six months to arguing bills, driving into work at 2am to disarm a false alarm, and grappling with managers and service technicians. They have cost our non-profit a large amount of money and time due to their inefficiency, poor customer service, and faulty system.
Also, as part of the contract negotiation process, they agreed to donate $500 to one of our projects. After that donation wasn't received for four months, I was informed that they couldn't make the donation and would instead deduct that amount from our monitoring; yet another example of their inability to follow through.
I strongly encourage you to consider other security companies as I will never give business to ADT again. Please consider going with local, smaller security companies (of course check with Better Business Bureau). The only satisfactory resolution at this point would be a complete refund of all costs associated with installation and monitoring (over $7,800) and an apology from a Regional Manager.
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