I was suppose to have a install today between **am and *am. I went to work this morning...

GetHuman4323966's customer service issue with ADT from February 2020

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The issue in GetHuman4323966's own words
I was suppose to have a install today between **am and *am. I went to work this morning and left work at **** losing money for the rest of the day at work. I noticed on my phone I had received a phone call from a *-*** number at ***am. Normal *-*** numbers to my phone are scam so I didn’t think much about it. I sat here at home till **** and no one showed. I remembered the *-*** number and wondered if it was ADT that called. I returned the call figuring I would find the number to be scam. Well it was ADT. I spoke with a guy named Leo (he wasn’t really a nice person). *I told Leo I had missed a call from them when I was at work. He said my appointment had been cancelled because I didn’t answer the call at ***am. I tried to explain to Leo, like many hardworking people I cannot answer my phone while working. Leo asked if I wanted to reschedule the appointment which I said no, I want the install done today as per our agreement. Leo said, it cannot be done because I didn’t answer my phone. I once again told Leo I cannot answer at work. I also told Leo I had left my work * hours early to meet with the installer and I had lost money doing so. I told Leo I needed the install done today!! I was getting very aggravated because he didn’t care. I admit I raised my voice several times but I calmed down and I did apologize to Leo for doing so. I told Leo to put himself in my place and see the aggravation. I once again apologized and I could hear him laughing in his microphone and he said “I’m sure you are”! *I asked to speak with a supervisor. He refused at first and said a supervisor could not help me at all. He said he is following company protocol. I once again asked to speak with a supervisor and he again said he could not let me speak with a supervisor. I asked again more sternly “I want to speak with a supervisor”!! Leo said sir, I cannot just let you speak to a supervisor. And then he asked me why I wanted to speak to one. *I said Leo you know why I want to speak with your supervisor. Leo said a supervisor cannot help me and I would be told the same by her. He said the install takes to long. I said Leo, the installers arrival was from **am to *pm. It was only **** and i told him. The guy still has plenty of time to get here. Leo said, once a appointment time has been cancelled it can only be rescheduled. I told Leo that was unacceptable and I wanted a supervisor and I mean now!! *Finally a supervisor got on the phone with me, her name was Tonya......maybe. For some reason I am doubting her really being a supervisor. She asked me what can I do for you. I explained to her what happen same as I did Leo. Pretty much the same conversation. She said what Leo said about once a phone call from scheduling isn’t answered then the appointment is cancelled. *I explained to her I could not answer the phone due to work. She basically didn’t care.*I asked her why then is the installers window so wide if the installer cannot show? I took time off work, lost money and a no show. I asked her if ADT was going to reimburse me for my lost wages and m never answered that one. She just sat there not saying a word. I said OK, I can tell when I’m not being listened to so just let’s reschedule. *She never said I’m sorry this happen or a apology but she put me back with Leo.*Once the schedule was yet again set. I told Leo I appreciated his help. Leo responded “I bet you do”! I asked “what did you say”? Leo said thank you sir and have a great day. *I am very unhappy with ADT right now. This isn’t going to be a good relationship. I probably should have called their competitors.

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ADT

Customer service issue
Reported by GetHuman4323966
Feb 3rd, 2020 - a year ago
Not resolved
Seen by 3 customers so far
Similar issue to 243 others
0 customers following this

Timeline

GetHuman4323966 started working on this issue
Feb 3rd, 2020 8:32pm

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