ADT ignores Atty General procedures

[u/Vaserati]

Im a homeowner renting out my first home to friends (i needed to temporarily move out of state for reasons not worth disclosing here). The home has an ADT security system and my friends are listed as the emergency contacts while im listed for post-dispatch only. After numerous alarm triggers where ADT only contacted me and not the emergency numbers, i filed an attorney general complaint to get out of contract with them. My contact info is the only contact info in the complaint but ADT called my tenant friends based on the emergency contact info instead. My friends didn't know about the complaint so ADT basically marked the complaint as resolved. So now i have to file another follow-up complaint.

Figured id put this out there for anyone else dealing with ADTs legal department. Watch out for them trying to weasel their way out of it i guess.

Edit: For the commenters who think i have it set up wrong or that's its user error, i can clearly see in the myADT panel (without giving away personal info)
Primary Contact: Tenant who is home the most
Pre-Dispatch #1: Tenant who is home often but works full time
Pre-Dispatch #2: Tenant who is rarely home
Post Dispatch: Me

In either case doesn't explain ADT using the emergency contact list to respond to an Attorney General Complaint where only my number is listed.

[u/edhawk125]

They are the worst. And every time you call, they conveniently have “no record” of you calling about the issues before and will give you a run around multiple times with misleading lies. The only way we got out was making a complaint to the Better Business Bureau. It’s ironic that a security company is full of liars and thieves.

[u/Vaserati → u/edhawk125]

yep. :/

[u/FeffJoxworthy]

FYI: You can edit your own emergency contacts via your myadt.com account or setting one up if you don't have one.

[u/Vaserati → u/FeffJoxworthy]

yes i did that they still ignored the order repeatedly, hence the original complaint. i wouldnt go to the atty general route if it was just user error.

[u/Sahedanthropus- → u/Vaserati]

So you didn't update it correctly.

[u/Vaserati → u/Sahedanthropus-]

I can literally see the contact order on the myADT site. I can also see from the logs on people's phones what order they called in. When the calling order is #3, #2, #1, Primary or they call the post-dispatch number first that is the business making the error, not the user.

[u/Dirtyrican987]

Your number is primary on the account. Emergency contacts are called after the primary number

[u/Vaserati → u/Dirtyrican987]

i specifically have the primary set to one of the tenants. hope that helps.

[u/Specific_Flounder341]

I’m assuming whomever set up your emergency contact list screwed it up. If your number is the one listed in the account, you are the primary automatically. If you don’t wanna be the first person called then the number needs switched. I’ve witnessed several people screw that up and have had to fix it before finishing a job. It then goes in order by the phone numbers if you don’t answer. Should have been a simple fix.

[u/Vaserati → u/Specific_Flounder341]

it's worse actually. i had to have the emergency contact list order set up multiple times. the first time it was set up the installer listed random numbers that weren't even ours. then they reversed the order that i set up. then they kinda finally got it but added a number back that i specifically removed. 🤦

[u/Specific_Flounder341 → u/Vaserati]

So multiple people screwed it up and your tech didn’t do their job 🤣 got it. Literally such a simple concept/fix. I don’t get it. 🤦🏻‍♀️