DISAPPOINTING SERVICE OF NOTE
Essential Service during Lockdown? Are you sure about this ADT?? I contacted ADT on 19/03/2020 to activate monitoring and response service. I already had the alarm system in place and just needed the contract activated. I explained that the matter is urgent as thee property is empty and tenants will only occupy on 1st April 2020. It was explained to me that a technician still needs to come out to check that all is in place in order to activate the service. They will set a preliminary date for 1 April but the sales person will contact me before then as they understand the situation. I received an SMS shortly thereafter advising me that someone has been allocated and will set up an appointment and visit the property. Consultant allocated was Ruwayda **********)with reference number LD-**********. After the 19th of March, I received no communication from ADT until I contacted them myself on 26/03/2020. I contacted Ruwayda directly on the morning of 26/03/2020. She assured me that she will get to the property as soon as she can and that I can complete and sign the forms that she e-mailed to me. She could not give me a specific time that she will be there even after I explained to her that I am unable to be there myself and will have to arrange with my dad to be there. I completed and signed the contract and sent it back to her. I almost phoned her every hour and each time her response was that she will be there in an hour's time. Meanwhile my dad is hanging around with no confirmation. It was only 3 o'clock in the afternoon that she contacted me say that she is at the house. After this I heard nothing from her as confirmation. She advised my dad that all is in order and that the contract(monitoring and armed response) will be active the next day, 27/03/2020. So this morning after 10, I receive a call from someone in the road advising me that there was a break-in at the house! Checked my phone and no call from ADT control room. Contacted my dad(second contact) and he also confirm that there was no call to his phone. I now live almost 50km's away from the property and unable to be there or during this lockdown period. THE MAIN REASON I RELIED ON AND TRUSTED ADT!!!!! After making several calls to my rental agent and my dad in a panic just to get to the house, I called Ruwayda first to no avail. Then contacted ADT, only for them to advise me that there is no contract in place. The first person I contacted which was a lady named Chantal, was very helpful and said she will escalate the matter to her TL who will contact me shortly. The TL, Maurice contacted me, said he spoke to Ruwayda and according to her she told me that the service will only be available after 2-3 days. LIES!!! As she never contacted me after being at the house on Thursday afternoon. All Maurice could do is explain the process to me. That he will have to escalate the matter to the technical and sales team, who will only be available tomorrow, 30 March 2020. He coud not give me a time of when this will be sorted out. Meanwhile, I need to get my house sorted as it was vandalised, and not knowing if this will happen again tonight, or the next day, or the day thereafter. I am all for policies and procedures. However, I was given false information with the knowledge that all is sorted. If there was clarity and transparency in the first instance, I would have put extra measures in place to secure my property. I am still unsure of when this will be sorted. So if security is seen as an essential service, How come I don't feel secured at all. I am highly disappointed in ADT! Expected more from you as your facebook page is all about the great service you provide. Please ensure this matter is dealt with immediately. If not, I can assure you a Facebook rant is not all you will see from my side