Chicago, Illinois
Not resolved

It's funny that I have paid ADT thousands of dollars over the last 10 years only to find that when I really need them, I need to wait minutes before someone calls. Today, I accidentally set off my instant alarm. I received a text message in 60 seconds, and then I received a phone call in a little over 3 minutes. What the ***? THREE MINUTES? I am paying for a security system. I called customer service, and they said, "Sorry, there was a long ***." Umm...why am I using a UNDERSTAFFED security company?

Then...and this is the kicker...when I asked if they had some sort of guaranteed response time, the answer was NO. No guaranteed response time. I think I would have been happier if they said they have a 10 minute guarantee.

Basically, this indemnifies them if anything bad happens.

How do I report this? I recorded the phone call...

BTW, I spoke with several people trying to get a better explanation, and CSR Shaqina Baily said she'd have to call me back...

Reason of review: Unacceptable Response Time.

Monetary Loss: $1000.

Preferred solution: Let the company propose a solution.

ADT Cons: Response time.

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