ADT Security Services review: System repair

I have spoken to Albert, Tracy, Henry and TK in Scheduling, I have had two service techs Lien Ly and David Edwards this week on 08-15-23 and 08-18-23. Whatever directions that were put in my notes on my account, the tech said unless I paid money up front he could not do the work. He slammed the door and walked out when I said Tracy said that I didn't have to pay.

The 2nd guy David who came on Friday said the same thing, so I agreed to pay and get reimbursed. He came around the corner and said "Oh so sorry, I cannot move the desk, so I cannot do anything". I said they moved the desk on 12-23-2020 when they changed it from my landline to cellular. Now he says due to company policy he cannot do the work. I said okay I will call the company and cancel the service. He left without doing anything.

I then spoke to Henry in scheduling and told him what happened and that after more than 40 years, if he couldn't do anything for me, that I would like to cancel my service. He said he couldn't do that so I asked for his manager. He had a manager call me. His name was Daniel. He said that he couldn't cancel the service either because he wasn't able to do that, so I asked him to transfer me to someone who could and he hung up on me.

I called back and got TK in scheduling. I told her that I was probably in the wrong department and asked if she could transfer me to the correct department to be able to cancel the service. She put me on hold and I have been on the phone for 56 minutes per my phone display.

Then the most wonderful Angel answered the phone named Rose. She has set up another appointment for me as I was about to cancel my service with ADT after over 40 years of service with no issues.

The main point is on 12-23-2020 they changed my system which was on a landline to cellular because they said that they didn't use landlines anymore. Well that was a lie as they change all my equipment to cellular, took out my landline and now they say that cellular does not work in my area and they must change back to landline. My system has not been communicating with ADT since 12-23-2020. I found this out because I am now on a walker and I tripped the alarm 5 times, was slow getting to the keypad to disarm it, but I never received a phone call and no one ever came. If I had had a break in, no one would have ever been dispatched to my home!

Because they took my landline out in 2020, it will cost me $59.99 service charge, plus $169 + equipment charge to change it back, but I will have to have someone come to move the furniture which I never had to do before.

Rose said that the notes are now very clear and I should have no problems getting my system repaired, if I have someone move my desk away from the wall. They will change the system back to the landline, make sure it works, take out the cellular and there will be no charge for the call or the equipment. She also lowered my monthly rate for 2 years since I have been paying for no service for almost 3 and a half years.Thank you Rose, you saved a 40 year customer.