ADT Security Services

Let me start by saying that I currently have this service and since the installation process nightmare, there have been no issues.
Everyone here in the big city knows that security is an issue, no matter how ritzy or «urban» your zip code may be… just turn on the TV. Last year, I attended a National Night Out event in the community that I live. They passed out leaflets advertising ADT Security, which was perfect being that the place my partner and I lease has an ADT system already pre-​wired. It was a no-​brainer that ADT was the way to go so, I contacted the sales rep. advertised on the leaflet, «Steven N». He was immediately responsive and he wanted to schedule a meeting so that he could show us our options. I immediately felt like I was being «sold». Anyone who knows me knows that salespeople and I typically don’t get along due to their level of aggressiveness and over-​eagerness.
Over the next few weeks, he and I conversed via text about pricing and packages. He insisted that it would be best for him to come and show us some things in person. I talked it over with my partner and we scheduled an in-​home demo. On the day of the demo, he arrived 45 – 60 minutes late. STRIKE ONE. He came in and did his sales pitch and when he was finally done, I told him we would talk it over and give him a call.
I texted him a few times with questions and he was always very prompt in his responses, typically within the hour. I finally agreed to an install date and he called me the night before the appointment to confirm. I confirmed he would have the ADT-​branded stickers, signs and the full system we requested. I expressed the importance of a seamless installation because we were departing on an international vacation the following day. He confirmed everything was «a go» and I was happy, if only 03momentarily.
The following day, the tech showed up without the proper equipment to complete the order and I immediately got him on the phone. He claimed that he didn’t realize that I wanted the «enhanced» package that I confirmed the day before. STRIKE TWO. I knew that I was leaving for vacation the following day and I needed to have at least the basic system installed that day, although I was very perturbed. He even decided to come by and check on the installation that day but, at that point, I could barely stand to look at him. He assured me that we would complete the full order a few weeks after I returned. When it was all said and done, the install took at least 3.5 hours. For the inconvenience, he promised me a bill credit and he told me that his manager would follow-​up with me to ensure my satisfaction.
On the day of the follow-​up appointment, the installation tech came but he didn’t have the up-​to-​date order details showing that this was just a follow-​up to the original appointment. REALLY? YOU GUESSED IT… STRIKE THREE. This sales rep is apparently not doing his job and at this point, I was very upset. We had to get him on the phone again and I had to dig through all of my contracts to prove to the tech that the order details were correct. BTW, this tech guy had a major attitude and seemed annoyed to be here. Good to know that he and I were in the same boat. By the time he finally left, I texted «Steven N» again and told him that he needed to have the manager follow-​up with me ASAP and I needed confirmation of the well-​deserved credits. Needless to say, I have never heard from him again and it left me feeling like he was only out for the sale and he couldn’t be bothered with any customer service issues.
Once I received the first bill, I paid it as «Steven» and I agreed on. When I checked the subsequent bill, it had no credits and I just decided to call ADT customer care. The rep. told me that she needed to contact him first before issuing any adjustments to the bill. She told me that she emailed the sales rep. and his manager and to give it a few days and then call back. I waited about ten days and you guessed it… neither the manager nor the sales rep. contacted customer care back. At this point, I requested a supervisor who immediately issued the promised credits. She apologized profusely although it was not her duty to apologize.
As you can see, the one-​star rating is beyond fair. If only the «no-​star» rating was available. One can dream.