SHOCKING LEVEL OF SERVICE FROM ADT FIDELITY

We committed to a 3 year contract with ADT Fidelity security services whereby we (the client) pays a monthly fee to ADT and in return we will receive an armed response / security service if we are faced with a situation. This is the second night this week where we are woken by our electric fencing alarm being triggered and as you can imagine we are in a bit of a panic. The first night we did not receive ONE CALL nor were there any vehicles dispatched because we we’re nervously sitting by our bedroom window waiting for ADT to arrive. After waiting up for over an hour and not seeing any other signs of trespassing we went back to bed (Time was around 3 am). We immediately contacted ADT the next day and informed them about my experience - their response was that they did try to call numerous times (not entirely sure how this is possible given they have my husbands number and my number listed when emergencies arise and both of us were awake) Nevertheless - as you can imagine we are not happy about this service we are receiving. As a paying customer you expect to receive a certain quality of service and so we initiated the conversation as to how we go about cancelling our contract with ADT. To our surprise we were politely told that if we decide to end the contact earlier we would need to pay in an amount of R1700 - REGARDLESS OF THE LEVEL OF SERVICE WE ARE RECEIVING. We said we would think about it and revert. Lo and behold, fast forward to two days later at around 12am our electric fence alarm goes off again waking us up immediately. THIS TIME - I Atleast received an automated call immediately from ADT to confirm whether or not a vehicle should be dispatched. Having four kids in our home it is a no brainer that safety is of utmost importance so ofcourse we opted for a vehicle to be dispatched. Once again myself and my husband are sitting at our window waiting patiently for a vehicle to arrive… 20 minutes later we do see a vehicle. But this vehicle stops about 3 houses away. Eventually the vehicle leaves. Can I 100% confirm this vehicle was infact ADT? No. Did anyone contact us to find out anything or advise that they are lost (which is PATHETIC For a security company if you ask me) NO. We ended up calling the company and they advised that another vehicle is on the way. It is now an hour later and yet NO armed response team arrived. So my question is - how is it that you feel ENTITLED to our hard earned money when we have asked to be released from a contract where it is clear that the service we thought we are paying for is no longer in place?

Just reviewing your most recent reviews which comes in at an average of a 1 rating and you still have the audacity to try and **** money out of clients for a service you do not deliver on. What an embarrassment.

And don’t for once think we will be fooled by your convenient generic response to each complaint which states “we are sorry for your inconvenience. Our social media officer will be in touch shortly”

Own up to the fact that you clearly cannot deliver services you promised to clients - show some damn integrity and have the decency to own up and end relationships amicably with clients you are so often disappointing.

Failure to respond to this complaint will leave us with no choice but to approach the ombudsman. You cannot be offering a service you can’t deliver on im sorry. To us it’s very simple - you either prove to us you better your service delivery or you cancel our contact due to your inability to provide us with the services we are currently paying for. It’s 2024. Do better. Be better.