Professionalism???

In July we reached out to ADT, requesting they install perimeter sensors, Geraldine came to our house, she on-boarded us. We mentioned we want perimeter sensors, she wrote out an invoice with a total of R4107.30. And we had to pay a deposit as part of the on-boarding. We paid R1800 via EFT, this amount is not indicated on her invoice.

Then when the actual work was supposed to be done, we saw the technician fitting two beams in the front; for which we pointed out that we had ordered perimeter sensors, which Geraldine had said cover to about 12 meters from the house outwards. The technician wrote out an invoice of R3850.99 for fitting the sensors, and we mentioned to him we paid a deposit of R1800 on Geraldine’s invoice. Then there were a lot issues which [with the technician coming out about 3 times to fix] the technician said was being caused by the "radio".

Now we saw:- 1. when we called armed response, they came after 45 minutes 2. when we had issues with the alarm, a patrol car was supposed to monitor the house periodically; and no patrol car was seen in our neighbourhood [neighbours and security cameras confirmed this] 3. the wrong sensors fitted [we don’t know how this covers 12 meters like we said we want] on the front door [check with Geraldine what we ordered sensors for perimeter up to 12 meters]; even your competitors are commenting that that’s not the ideal place to put them 4. the secureguard app is not working because the radio was turned off, we mentioned this numerous times 5. we have been querying, why is the R1800 that we paid not reflecting on the statements that we are getting [total show on statement is R3857.08]

Seriously we are worried that we are being treated this way [on one of calls to your contact centre we overheard them mentioning/commenting about our account] when there is a serious [miscommunication or lack of communication] issue within your departments; because non of this is our fault. Our frustration is because we seem to be talking to ourselves.

6. now we see your company has initiated an unauthorised debit order 7. we will be reversing any debit order if the amount is more than the monitoring fee that we signed for. 8. Again, please give us the contact details of the ombudsman that you use, so that we can escalate this.

MOST IMPORTANTLY, our alarm system was working even before we signed up with ADT