Boca Raton, United States
1501 Yamato Rd
$$
+1 5614040338
N/A
Wheelchair-accessible entrance
To Whom It May Concern: I have been a loyal customer of ADT for 19 years. We just expanded to one of our businesses and were planning on integrating into our other 3 businesses. However, after the poor account management we’ve been experiencing, we will no longer be doing that. Since we moved to our new home 4 years ago, we’ve had to replace 8 Z-way switches, all which require an electrician. It stops working, we call ADT, they send a tech out in 1-2 weeks, they show up and tell us they can’t help us. Then we have to reschedule in 1-2 more weeks so they can come back with an electrician. The last few times we requested the electrician the first time we called, and have been unsuccessful doing so. We have to hire/pay for a babysitter. We have to hire/pay for a worker to take our place at the business. And we have to waste our time and the technicians time, because your protocol says you can’t schedule an electrician the first time around. We have made numerous calls, been on lengthy holds, been hung up on. No one can seem to figure this out. Most of the time they replace the Z-way switches for free, sometimes they charge 200 (we were told we shouldn’t be charged). I was on hold for an hour last time, spoke with a rep, asked to speak with a supervisor, they transferred me to someone who was not a supervisor, was told an electrician would come out, then was hung up on with no return call. And low and behold, today there was no electrician. This is very poor account management/service in my eyes. It should not take a month, two visits, and however long on the phone to take care of one stinking switch. I have not been able to figure out where to file a complaint so I will put on every avenue I am personally aware of.
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They will bill you without a signed contract or installing the equipment. They use shoddy local distributors. It is nearly impossible to cancel. Even if you pay out previous contracts in full. Beware these people. Update: since posting this I have talked to a lot of people. Emailed the person below. My phone records show 37 calls to adt. Only one person actually gave a callback. I am still struggling a week later to remedy this situation. ADT makes me feel like a resident of the twilight zone. Darn google, why not allow a quarter start review. ADT doesn’t deserve a single star
I am very upset, I have been an ADT customer for 28 years at our business location. Our cameras went out during a storm in November 2020, I have called the office several times. A technician came out on 11/19/2020 without the correct equipment or tools needed to repair our service. He placed a note on our account and DROPPED THE BALL! I called the office today and was told that a technician would be out on Monday 1/11 to review what needs to be done. I pay over 500 monthly to ADT and have not missed a payment or been late. I expect better customer service. This is a security company but we can not feel secure in our office because of the lack of customer service or support. I have to be held accountable to our members if someone walks out the front door and gets attacked if my cameras are down I have no way of seeing or documenting what has happened. I understand you lean towards your branch locations to handle the business, but I am filing a formal complaint against the 3980 Dekalb Technology Parkway, Building 800, Suite 820, Atlanta, GA 30340 where Shaun T is the branch manager for failing to follow up with me (THE CUSTOMER) and failing to follow through with my repairs. I have been a long standing customer and will probably continue to be one, but I am VERY UPSET. Someone needs to be held accountable for this lack of judgement on your companies part. Thank you New Calvary MBC , Pamela Bryant contact.
I had the unit installed several years ago and I had the code inspector come in today and said it wasn't installed according to code. He added that the most problems he had was with ADT. I had the password which they say doesn't work. They would not give me any information regardless of the fact that I'm a customer but they were willing to send me a bill which they've never sent me before. And ADT person was supposed to be here to meet the building inspector and never showed up. ADT neglected me for over 2 years by not contacting and verifying their installation with the building code inspector. While the system works the customer service is despicable. And as you know customer service is very important to me and to be treated like garbage is beyond reproach. Your answer like your incompetence is too little and too late and if you had any guts you would call me and make amends to me for putting me in my family at risk. Look up my name in your database. or are you not smart enough to figure that out. I do not trust you and nor should anybody else
Read the fine print on this companies contract. They want to bill you for 30 days after you cancel even though they are doing nothing no monitoring nocalling,no nothing. Just moved into a new house after having them as a security company for 10 years. I will be finding someone else on the new house they lost a customer over 22.99.
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