ADT - Can I Trust you to keep me safe if you can't schedule an appointment
On July 13, 2018 I reached out to ADT for Service. The salesperson I spoke to was more than accommodating.
Call took 45min. Service was set to begin on July 30, 2018. I was a little disheartened that the first time slot that was available was the day after the two week vacation I was taking to move into my new home. But, Oh well.
On July,13, 2018 I get a call from ADT. Sorry for any inconvience we are going to have to change your appointment to July 31, 2018. There was a problem with scheduling. "Not a problem".
Then on July 23, 2018 I received one call at 1:43p. ADT Scheduler said they needed to switch my appointment to August 1/ wait no July 30th Sorry we can keep you at July 31st the appointment take 6.5 to 8 hours we can schedule you in the morning so the installer will have time to get the job completed. Next call the same day at 2:24p. We can schedule for July 31st but the appointment window will be 12p-5pm.
?????????? OK. I called ADT on July 31st, my appointment day as I was a little confused. If the appointment arrival time was between noon and 5pm, how would the technician have time to do the job?
Do they work late? So, the first person I spoke with I stated my concern. Her response, I can help you with that, I just need to get scheduler involved, I'm going to put you on hold. She actually put me back in the que.
Another person picks up, asked what was my call about. I said didn't the other rep explain. She says what other rep? I ask my question again.
Please don't put me back in the que. No, I won't and if we get disconnected, I'll call you back. Let me check with dispatch on an ETA. "OK" Tyler is going to be your technician and he has a short job.
He will be there as soon as he had completed his current appointment. I assure you he will start before noon. "OK, Thanks" Tyler actually calls at 1:22p says he should arrive about 1:45p. โOk, I'll be there".
Tyler comes in we walk the area, confirm equipment and then he asked for the modem. I needed to confirm something with my husband. Come back and Tyler ask me to sign the contract. Then says, I may not be able to complete the job today.
At the most, I can be here 4 hours but the job will take longer with set up and programming. So I upset as I had to take yet another day off to get this security system completed. OK, will you be here in the morning to complete, "NO". Ok, when?
What day works for you? โMondaysโ. Someone can come out August 13. If that is the earliest , I guess I have no choice.
Well, actually we should just wait for the 13th to do the install. WHAT? Yeah, I won't be the one coming out and things could get turned around with two people working on the same job. Okay????
Tyler packs up , walks out and doesn't apologize, say thank you or good bye. He just walked out. Whatever, I call ADT customer service get the run around for 20 minutes. I was offered a month of service for free.
That didn't match the amount of money I was losing missing work two days.
Customer service offered August 8 for service to start between 8am and 10pm. Three weeks no security system!!!!!
Reason of review: Poor customer service.
Monetary Loss: $288.
Preferred solution: Price reduction.
Location: 6060 Torrey Rd, Flint, MI 48507, USA
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Hello WorthwhileRiverTurtle212 - We thank you for reporting your experience to us. You have ADT's sincere apologies for the delays you faced obtaining services and poor customer service received.
There is simply no excuse. If there is outstanding concern we may review, please E-Mail us at AlwaysThere@ADT.com. Please be sure to verify your monitored address and reference your review ID (Review #1317731).
Thank you. ~Trรฉchell