We have had our ADT security system for almost as long as we have owned our house. There was an alarm system in the house when we moved in, but it was older, and probably hadn’t been used in a while. The tech guy came in, and found many of the components didn’t work. They installed a new master system, and used a few of the old sensors and brought in new ones to replace the old ones that didn’t work properly.
One of the smoke detectors caused us nothing but grief from the beginning. It would false alarm at least twice a year. We called them to have them look at it. They came and said it would need to be replaced, and cost I think well over $100. I told them that it had been doing that since they installed it. We ended up signing up for the monthly maintenance program, and it covered the cost of replacing the smoke detector. They even put in a new model.
Today my wife calls me and tells me the fire alarm is going off, and that it’s the smoke detector in the utilty room that is false alarming. She was resetting the alarm, but it kept re-tripping. The alarm system, hung up on us mid-phone call as it tried to call ADT.
I called ADT to schedule someone to comeout and clean the smoke detector. The woman at ADT told me that cleaning the smoke detectors wasn’t covered by the maintenance contract. Say what? I was told that cleaning the detectors was covered when I signed up for it. What do you mean cleaning isn’t maintenance? I asked to speak to someone else. She referred me to the local service manager.
So I called the local ADT office and spoke to a service coordinator. She was very nioce. Much nicer than the woman at the main ADT office that I spoke to. She told me that of course cleaning was covered by the contract. I couldn’t just call them and have them come clean the detectors willy nilly. But if the alarm was false detecting because it was dirty, of course it is covered. The service techs were pretty well booked, but she scrambled to squeeze us into the schedule for today.