Adt wouldn’t fix the faulty alarm and expect me to continue paying a subscription.

I have been a customer with ADT since 2014. I installed an armed response alarm, and everything was ok until 2021 when the alarm started making false alarms from kitchen door sensor, and kitchen monitor. We verified that the kitchen door is locking securely, purchased a service plan from ADT to fix the system as I believed that the system may be old.

The technician checked the sensors and mentioned that there was loose wiring in the kitchen sensor hence the alarm overactivity. He fixed the sensor, however the very sensors which were a source of false alarms continued to trigger the system.

I have complained regarding the alarm consistently since January 2022 until May 2022 regarding the problem. The first technician who came to assess the alarm in 2022 mentioned that because the last false alarm which went off was more than 24 hours and he cannot make an objective assessment. The second time it was mentioned that the alarm system is normal, and on the third occasion the technician alleged that they visited and found that the system was normal, while on the day in question there was no one at the property.

We resorted to no longer activating the alarm, and the false alarms started going off even when the system was not activated. We bypassed all the sensors however the alarm went off still.

I was advised by the call centre agent to switch off power from the system so that the battery power can be drained, which didn’t make sense as that will damage the battery. I resorted to doing that as I was left with no option, our tenants were being nuisanced by the alarm that is rogue and uncontrollable.

I asked to have the contract cancelled in May 2022, they gave me a form which I completed and submitted. To date I was never responded to.

Yesterday I asked for complaints department and requested to make a cancellation of the contract and they mentioned that I will incur the cost for the remainder of the contract. Fair and well I accept, however they are not responding to my request to have a technician outside of Polokwane to come and fix the system as I am currently paying for a service that I am not using as a consequence of their own incapabilities.

I am always promised call backs and I indicate that they call me directly on my personal number, however they conveniently chose to call my wife who refers them to me and the call backs never arrive.

A cherry on top was when one armed response personnel responding to a false alarm calling me and asking for directions to the property...I realized that the wheels are altogether off at ADT

Can I pay for a service that I am using or am I asking for too much