****MED: INSURANCE CLAIM

My Alarm System was struck by lightning on the 14th January 2024. I contacted the Branch Manager of ADT Richards Bay who directed me to their Technical Manager. Upon inspection of the damages on the 15th January 2024, I was advised by the ADT Team that my entire alarm system needed to be replaced. On receipt of ADT’s quotation, I verbally enquired if the new system would be the same as my old system. I was guaranteed the systems would be alike, with additional upgrades (this was not the case). I am not qualified in the security/alarm field and having been a loyal customer with the group over 30 years, I was comfortable that the ADT team was trustworthy to provide quality service in taking care of my situation with true and accurate information. Based on my trust in them I contacted my insurance company, and we signed off on the quotation and payment for the system. Immediately after installation and to date I have been communicating with the Team. I found differences between the new system to my old system. I contacted both the Technical Manager and Branch Manager at ADT Richards Bay expressing my disappointment and discontent with the new system. It was not user friendly and did not cater for my security needs which was a concern to my family and property. During this time, the ADT Team went back and forth trying to modify and configure the new system to get it to operate as close to the old system. The team also did not know how to program certain features. Calls were made, YouTube videos were being referred to. After this time, I realized that no progress was being made and that the system was unable to provide me with what I paid for. ADT was delaying and taking time with the back and forth. I once again contacted ADT’s Branch Manager requesting for their system to be removed and replaced to that of my old system since sufficient time was afforded to them to rectify this and no results were being made. He understood and agreed with me as my frustration around this was valid. I was informed that this matter needed to be taken up to Senior Management for approval. ALL COMMUNICATION WITH THE ADT TEAM WAS IMMEDIATELY AFTER INSTALLATION AND WITHIN THE 3 MONTH PERIOD. I am now being advised that the General Manager of ADT has decided not to approve this replacement, as it was brought to his attention 3 months after installation by his Branch Manager. This decision seemed to be further influenced as we had already signed the work order and made full payment after being verbally assured that the system will be sorted out. No investigation or concern in understanding the matter at hand was displayed. I have been communicating with the ADT Team since the installation and I have been patient and understanding. I have allowed ADT time to resolve the matter with no success. I paid ADT in Good Faith, with the hope that they would resolve the system as promised. ALL WITHIN THE 3 MONTH PERIOD, but Senior Management are declining the replacement. The ADT Richards Bay branch is fully aware of these issues I’ve experienced and agree that this needs to be replaced without further costs. However, Senior Management who are unaware of the groundwork offered, refuse to approve, or investigate customer issues under these circumstances. Given these events it leads to conclude that ADT do not value their customers (especially after payment was made). My experience with them have resulted in me questioning their ability as a security service provider. This is not only unreasonable but proves that ADT have no values or ethics in the service they provide to their clients. As highlighted extensively above, I have been assured multiple times that these issues would be resolved. As a result, I am disappointed and disgusted at the outcome of no attention to the circumstance and poor-quality service. I was falsely given assurance; clearly with the intent to deceive me into paying for a system that did not cater for my security needs. I find this to be unacceptable as I was ****med into a system that does not cater for my personal security.