ADT: Lack of armed response

<p>On Wednesday the 31st August our home In San Remo was burgled between 04.45 and 3.00pm.</p> <p>I received a call from my Mother in-law around 04.45 and 3.00pm,that lives on the property that our home was burgled ,</p> <p> </p> <p>At this point I called ADT on my work landline to inform ADT That my home was broken into.</p> <p> </p> <p>Only after I called you, an agent called my cell and asked me if he must dispatch a vehicle! How the hectic can you ask me if you should ?? when this is why we pay a service for you.</p> <p> </p> <p>In that time I called saps Strandfontein and they dispatched a van.</p> <p> </p> <p>When my husband got home around 03.15 Adt was still not there yet, SAPS was the first to arrive. SAPS with their reputation for service delivery , arrived first on the scene and the Security company we pay to protect us arrived thereafter.</p> <p>At the time Adt came and left my husband then pressed the emergency panic button in my Daughters room to see if what the call back time would be, Adt never called back! The alarm Sounded for more that and hour and no call back.</p> <p> </p> <p>Adt is meant to be a security service to protect my family instead adt pitches after Saps and doesn’t call back after the panic is set off! My Daughter is almost a year old and the reason for the panic in her room is obvious, but what is the point if Adt doesn’t call back??? In two mins she /our family could be lying dead and Adt is yet to call.</p> <p> </p> <p>Later that day I called ADT to complain and spoke to Reefkar he ref number for the call is ********** w in the call I explain to her that just a few mins to me calling I once again pressed the panic in my daughters room to prove the bad service of ADT. I even have a recording of the non-call back situation after pressing the panic. I let the alarm ring for 7 mins and it when on and on until I called in to ask why they don’t call back.</p> <p> </p> <p>Reefkar then did a check with me on the phone and discovered that the signal is coming through and she isn’t sure why the call centre never called back.</p> <p> </p> <p>She then told me she will escalate to a senior advisor and send out a supervisor to our home.</p> <p> </p> <p>When that supervisor came to our home, my husband pressed the panic again in my daughter room as ADT never called us. He was wasn’t surprised instead he tried to upsell on the alarm that we currently have… what a service!!!</p> <p> </p> <p>On the 1 sept I called Adt Again to enquired how far they complaint has gone I was told the supervisor will call me.</p> <p> </p> <p>When the supervisor Lameez, did she was not only rude but extremely clueless of the issue and tried to down talk the situation. I was shouted over, told that we need to upgrade of alarm and that an investigation will be done and that recording don’t get kept so she can’t give me answers.</p> <p>I have laid a complaint with Adt for this incident and have dealt with many different people , according to Adt different departments get involved and they will all call you to investigate the matter.</p> <p>My problem with this is that , you are meant to do internal investigations and call me back with the outcome… and yet today we have yet to receive a call back.</p> <p> </p> <p>Our property was ******, our Tv cost R42000 and ADT can’t provide any feedback.</p> <p> </p> <p>On the 5 sept : Adt finally called us back , Lameez…. She was once again rude! Shouting and shutting us up! Offering to Fire the person who didn’t dispatch the van(proving that Adt messed up!) and give us 1 month free subcribtion! What the hell! We don’t want the person fired, we want adt to pay for the possession ****** because like she admitted ADT made a mistake.</p> <p> </p> <p>There are so many complaint about ADT yet they don’t change the service they give.</p> <p> </p> <p>Adt seems to be a mash up of miscommunication, hoax of a security company at saving lives and armed response, the service you pay for cannot be met!</p> <p> </p> <p>Prior to this incident I was called in numerous of times to complain about the service, the response time, call back time from the call centre to be told that Adt does not keep record of all recording -conveniently.</p> <p> </p>