Shocking service

Our alarm was not working, an ADT technician came to check our alarm. The technician was present for 10 minutes (for which we were sent an invoice of R608) and told us we needed a new panel and key pad, the quoted cost being R5783.00. We duly gave the go ahead paid a R3000 deposit on the 15 August 2018. On the 22 August 2018 ADT technicians came to replace the panel and key pad. Once the job was complete the technician advised me that there was a fault with the wiring in our kitchen and dining room, and further work would be required ,but they had the new alarm installed and working and had bypassed that section. Luckily, I was present and asked the question as to whether the faulty wiring had caused the fault on our alarm and whether possibly we did not actually need a new keypad and panel as we had been advised. The technician responded that it was possible, phoned his manager who advised him to remove the new panel and keypad and replace the old panel and keypad and see if the alarm worked which it did.

After the 22 August 2018 no one contacted us from ADT to set up a time to do the wiring (as promised) or to apologise for being told we needed a new panel and keypad when we did not. We also received an invoice for the technician coming out to falsely tell us we needed a new panel and key pad. My husband eventually spoke to a Mr Hanning, who advised that he would organise the refund of the deposit, we would not be charged for the call out and that we would receive three months free subscription.

The wiring was done on the 30 August 2018. The job cost R805. So, we paid R805 instead of R6588. (which we would have paid if I had not been present or questioned the technician) Thereafter still nothing from ADT - no written apology, no confirmation that we would be refunded our deposit, no confirmation that the invoices we had been sent did not have to be paid. My husband again phoned Mr Hanning, who advised he would sort it out.

I personally have phoned the call centre 4 times find out what was happening. Every single call centre agent told me they would get back to me – not one of them ever phoned me back even to say they did not know.

On the 11 September 2018 still, nothing from ADT I telephoned and spoke to Mr Hanning who told me it takes time to sort this out, it goes via Johannesburg!! (My husband had first spoken to him in the last week of August prior to the technicians coming to rewire – which Mr Hanning was intent on denying) What is amazing, is I received the invoice for the initial call out within a few days of the technician visiting my property, I cancelled my ADT subscription last week and in less than 24 hours I had a letter confirming that my subscription was cancelled and that a technician would be collecting the rented radio. Today, the 18 September 2018 – still no refund of our R3000 (less R805) deposit paid on the 15 August 20178, no written confirmation that we are not liable for the technician call outs due to the error, no apology about being almost conned into buying a new alarm which we did not need, no refund of the monthly debit order that was promised. After 11 years of paying ADT every month this is the kind of service and we have to struggle to get our money back from ADT.