Pointless armed response service, lack of systems and management to correct technical hiccups

<p>I am living in an area plagued by night breakins and home invasion type crimes. It is a large property, close to an open field and the house is not visible from the street perimeter or the front gate. In April, during an alarm trigger occurred while I was traveling, so the ADT call centre could not reach me as I on a flight, they called my secondary contact who advised to urgently send a team and check that all was ok. When I landed, I checked my voicemail but did not get any follow up call from ADT. I called them to check if house was ok. The agent said that the response unit reported that all was fine from my gate. Even though the house is not visible from the gate, they left without any further response. At this time they did not know that I was traveling, just that they could not got me on my mobile. I could easily have been held hostage or worse in the house, and ADT my paid service reported that my gate was fine! Thank you for the gate report! I had been already living at the property for 9 months and in the previous 9 months, ADT response team was able to enter the property using a remote I thought and check that all was fine. Suddenly, when this incident happened I realized something was wrong. I enquired from the call centre why the guards did not enter my property, and the call centre agent could not, and he refused to let me speak to a manager or supervisor to clarify why the sudden change in ADT policy. As now it seems I was not getting what I paid for. In serious emergency ADT would simply leave a note at the gate so say that my gate was fine and not assist me inside the property. After over 10 more calls someone explained the guard cell system to me. I confirmed that that system was in place at my property, and that for some reason ADT had refused to use it to assist me. I spoke to every department at ADT, and they all said they would escalate but did not respond to let me speak to a manager. After a week of this runaround a guy from the technical department called me back and confirmed that my guard cell was working and that they would do a test which worked. So now it seemed after about 10 days of me making constant calls the issue had been attended to. Then last night in June, I pressed my panic, as I heard someone running in my yard late at night. Instead of dispatching a response unit, ADT calls me, it took me 2 minutes to answer and confirm that they should come urgently. When they arrived they pressed my buzzer instead of entering my property with guard cell system. This irritated me, as if there was a home invasion by then this may of just angered the perpetrators and lead to a nasty outcome for me and my family . The guard was professional, he did his inspection and confirmed all was ok... He said he recieved an instruction that he should ring the buzzer and then climb my fence but not use guard cell to enter! When I called the call centre to complain the guy tells me that there is a note on the system to say that I should be called when I press the panic first and to press my buzzer, and jump my fence and not to use guard cell ! Even though I fought with ADT for two weeks in April to even acknowledge that I had such a facility at my house... It seems I am now being blamed for the company's incompetence. </p> <p> </p> <p>ADT I am tired. Please call me and email me and sort this out. Why has no manager ever apologized to me. Why can I never get any one senior on the phone. Your system has technical faults which prevent you from delivering the service my family needs and you don't seem to care. I will be leaving this area soon, and I will recommend to everyone never use ADT as if you are caught by technical glitches like this as a consumer ADT does not seem to have the systems or the management checks in place to resolve it. I can't understand why this is so difficult for you to correct ADT. Why can't you simply call me if you work at ADT and you care and please assist with a solution rather than explain that you can't help.</p>