very upset with service that I'm receiving from ADT. I've just filed a
complaint with the Better Business Bureau. I wish it didn't have to get
to this level, but the service I'm receiving is ludicrous. Below, you'll
find what happened. My transactions have been with the Melville office.
Last year, I had my system installed by an authorized dealer. I wanted
to add some upgrades, so I scheduled an appointment for September 2012.
Sept. 2012: The installer arrives and says the the parts are not
available and have to be ordered. It took between four and six weeks for
them to be ordered. When I called to follow up, they were not able to
tell me when it is was coming but said they would call me. They didn't
call me; I had to call them.
Oct. 2012: A new appointment is
scheduled, but ADT had to (understandably!) cancel it because they were
having issues due to Hurricane Sandy.
Nov. 2012: A new
appointment is scheduled for a Saturday. ADT never shows up. I call to
find out what happened, and they said that they left us a message to
tell us the installer doesn't work on Saturdays (why schedule an appt.
for that day then?) I asked what number they called, and, as it turns
out, they left a message at the wrong number. Corporate tells me that my
local manager will call me on Monday. By Tuesday, I have not heard, so I
call them. They said that they never heard of this, and they say they
can take off some money, but they cannot tell me the exact total.
Dec. 2012: A new appt. is scheduled for December 27th. My mother had
brain surgery, and I had to cancel because I had to help her that day.
Jan. 3, 2012: A new appt. is scheduled. Two days before, someone calls
to confirm. They have the times mixed up, but fine-I accept the time
they give me. They also aren't 100 percent sure what types of payment
are accepted. Today, the installer comes, and the same, original
problem-the one in September about the lack of parts-is cited. I called
the number given to me by the installer about an hour ago and have not
yet heard back.
This situation is ludicrous, and this customer
service is beyond terrible. The Better Business Bureau has been
contacted. I will be posting this and emailing whoever I can until: 1.
The system is actually installed. 2. We receive a major discount on the
system, and 3. Someone can tell us the total price (which, honestly, at
this point should be a payment for me not from me!) and the types of
payment accepted BEFORE coming.