this is with reference to Poor customer service provided by your company.
1) I had a Routine Inspection booked with your company dated 06 October 2016, for which I had taken a day off and had to cancel my clinic at Mount Vernon Hospital.
As the engineer didn't report to my house that day, I rang up the customer service, appointment. i was told that there was no booking on the system. Then I get a letter saying that this was not logged on to the system.
See enclosed attachment. I had to take a day off and cancel my clinic, which affects around 40 patients. Also my annual leave pay- 250£/ day
I would like ADT to refund my or adjust this money against future charges.
2) This above problem has happen previously as well in March/ April 2016 and also in 2015. The engineer does turn up and the appointment is delayed. I have lost 250£ then as well. you can check my service engineer records, how many times this has been delayed.
3) To make matters worse, I get an Invoice for a call out charge for a service which your engineer had asked me - to change my internet line to a BT landline. I have now had a BT land line and an extra virgin internet phone- charges- 200 + 200 £ for 2 phones, which I don't need.
I wasn't told that I will be charged for getting my connecting line changed. Your customer service manager Mr Gary Swift - who i spoke to on 11/11/2016at 14:30 said that The customer services assumed that I knew that I will be charged for the services. I am sorry to say that- if I knew that I would be charged 130£+ then I could have got it done by some engineer who I knew myself. Or I would not have got my line changed. When I got my ADT alarm in 2012, I was clearly told that my internet line would be no problem for the alarm system.
Otherwise, I would have a BT landline installed then itself.
Also, Mr Ethan Thomas Customer solutions co-ordinator said that his job is not to retain customers.
Please, could I get a fair hearing and the complaint dealt with some common sense in order to avoid this matter being escalated further to consumer protection organization.
Dr Anand Sharma
Product or Service Mentioned: Adt Customer Care.
Reason of review: Poor customer service.
Monetary Loss: $500.
Preferred solution: Full refund.
ADT Pros: Unsatisfactory.
ADT Cons: No empathy canned responses, Unethical business practices, Misleading representatives.