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Attributes	Values
type	rev:Review
dateCreated	2018-06-30 00:00:00 (xsd:dateTime)
itemReviewed	ADT Security Services
http://www.openvoc.eu/poi#funnyReviews	0 (xsd:int)
rev:rating	2 (xsd:int)
http://www.openvoc.eu/poi#usefulReviews	0 (xsd:int)
rev:text	We've had ADT for 4 years at our old house and was absolutely satisfied with the system and would have not gone anywhere else. We just recently moved to a new house and it has a pre-wired ADT system with 2 old keypad panels and all the windows sensors for ADT. Aaron a ADT sales rep came by to give us a quote for our new home and long story short we agreed on everything thing we had at our old house and added a couple more items (since the new home is larger than the previous) we agreed and moved forward with a new contract. The day of the install, the installation tech, Shawn came and was very professional and started to do his thing and when I ask if he was going to update the control panel downstairs he said if he needed to he would but it would be the same control panel (mind you this is the older version keypad which chimes when a door is opened and you need to look at the screen for the designated number and match to a legend to find out which window or door was opened!). In our previous house we purchased the "basic" current model keypad which is a little larger and when a door or window is opened it announced the specific door or window opened for example "front door opened, back door open, laundry window etc." we were told this came with our previous system (base model). So I asked the installation tech about the one we previously had and he explained that is a upgrade and it would cost more. This made my wife and I very upset because at the old house we had the updated panel (as previously stated) so my wife and I called the sale rep (Aaron) again and he told us he did not know about the previous panel we had and that if we wanted that panel we need to pay for the upgrade... but said "let me talk to my manager and see what I can do." He calls us back and said he can sell it to us for 50% off but that is as far as he can go. At this point we are confused and a bit appalled because we were never informed that was a upgrade and as mentioned we purchased it for our previous home. So he suggested we call his manager(jimmy) and he said the same thing the installer and sale rep said " if we wanted a upgrade we would have to pay for it" I told him if this was a upgrade then we already paid for it at the old house and why would we pay for it again. This gentleman was belittling, mocking and rude to us stating that we were trying to get a discount and he doesn't feel it was their fault it was a miscommunication. If I was a new customer then I can see his point but the fact is this was a upgrade (what we thought at the time was a UPGRADE!)that I already paid for and already had in our previous home! I just wanted what we had at the old house. To make the long story short we told him to cancel it all and we called ADT Corporate to ensure our cancellation was done and we receive our refund for the money we paid for the additional equipment. At this point we spoke to customer advocacy and explained the whole situation. She explained that the keypad we wanted is DEFINITELY a base model in which came with the system!!!! If we even wanted the key fob version it's the same as well just a update. The only keypad panel that would be a upgrade and incl a additional cost is the touch screen version! She then apologized for Jimmys actions and how he was trying to charge us for something we shouldn't have to pay for! She was not sure why he was trying to charge us for it. A complaint was submitted about Jimmy and said we will hear back on Monday. At that point customer advocacy explained she will find out the outcome of the keypad, complaint etc and at that point we can decide we want to continue with service or cancel completely. I'll post of any update So Ryan and his partner came out to do the install in our ADT system. Vary professional and extra nice, saved ADT from losing a customer. Michelle a customer rep also a person that is extremely professional started the help of my family and I not moving to another vender help too. Install and communications of our system went above and beyond. Glade that we stayed with ADT knowing that there are still good people with good customer service employees in ADT. 20 stars for these people but for a business that has employees that have no customer service skill (that are customer driven for revenue) that are still employed, will have to raise to 2 star only.
http://www.openvoc.eu/poi#coolReviews	0 (xsd:int)
rev:reviewer	Brian

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