ADT Security Services review: No show for service

I am writing this letter in true disgust over the service I never received. I have been a customer of Protection One/ ADT for several years. I phoned on 9/13/2023 to have a technician come out to repair some wiring on my home alarm panel. A technician was scheduled to come to my residence on 9/19/2023, between the hours of 8 A.M. and 12 P.M. I rearranged my schedule so I could be home when the technician arrived. At approximately 10:50 A.M. I received a call from ADT stating that the technician had called in sick, and that I would have to reschedule my appointment for another day. I’m relatively sure that this technician is not the first one to ever call in sick. I would think that a company of this magnitude would have some sort of contingency plan in place to overcome an obstacle of the nature. Unfortunately my schedule is extremely busy the next few days, and even more busy since I had to rearrange my schedule for today in anticipation of the technician coming. I rescheduled my appointment for 9/22/2023. Shortly thereafter I realized I was not available on that day. I called back to see if another technician could come to my home later in the day on 9/19/2023. I’m sure this was not the first time a technician has called in sick and that person is not the only technician in the area. The young lady I spoke to placed me on an extended hold and when she returned to the phone, I was told there were no other technicians available the entire day. At that point I requested to speak to a supervisor. After a yet longer extended wait the same lady came back on the line and said she had spoken with the supervisor, and was told to offer me a $25.00 discount on my next bill. I was not attempting to get any type of discount. What I needed was a technician to come to my home.

I was finally able to speak to a supervisor and I explained my dilemma to her. She had me hold on then returned to the phone and told me she could not have a technician come out on the scheduled day. My first question to her was why I would not get informed the day before or earlier on the scheduled day that the technician had called in sick. I’m pretty sure the technician called in a lot earlier than 10:50 A.M. (the time I was notified). Running a business in this manner is totally unacceptable. I unnecessarily rearranged my schedule so I could be home when the technician arrived. The way I was treated was like my business and longevity was of no big concern and that my business over the years was not valued. That certainly a poor way to run a company who is supposed to be here to meet the paying customer’s needs. I felt that my business is not appreciated.

I decided that since I am not a valued customer to Protection One/ADT, that I will discontinue my service. I have already contacted Vivint and set up for a technician to come set up a security system. I will see if they are more receptive and will appreciate my business.