- Report: #268753
Complaint Review: Ranger American - Charlotte North Carolina
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Ranger American
rangeramerican.com Charlotte, North Carolina, U.S.A.
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Ranger American Lousy Customer Service Charlotte North Carolina
My wife and I just recently built a home. We were told that we had to use Ranger American by the home builder. Not a problem since they are ADT service providers and I have had no problems with ADT at my business.
Ranger American was "johnny on the spot" calling us repeatedly wanting to know when we were closing on the house so they could come out and set up our system. Not knowing when the closing was (this was two months out they started calling) this was slightly annoying, but I thought if they are this on top of things at the start they should give us great customer service the entire time of our contract.
Unfortunately that was not the case. We decided to use our cell phones as the main contact rather than a land line and we were told that there was a $9 a month additional fee, but it could be done rather easily. $9 a month is less than adding a landline so no big deal.
We had our system installed during the building of the house and it was activated (supposedly) on 7/31/07. It is now 8/20/07 and not only has it never been able to communicate to ADT for longer than 3 hours (we have contacted ADT 3 times on three separate times and let the siren go off for 5 minutes at a time) and every time we call Ranger American to come back out they say something else is wrong. Our trouble light has been on 99% of the time.
We have even had two occassions where a technician was scheduled to come out and they didn't show up. On 8/10/07 I was told to be home between 2-4pm; I called at 4:15 and was told that another job was more important and the the tech would be there between 4-6pm. I left for dinner at 6:30pm and no one showed up and no one had shown up or called.
I called last week and was told that someone would show up the next day. I then got a phone call this past Friday 8/17/07 and was told that the office had made a mistake and the tech would not be able to get out between the 4-6 window as promised; asked if they could come out at 7 am Saturday morning; I got up at 6:45 am and I left at 8 am because no one showed up as promised.
I also called to speak to a manager about getting a refund from Ranger American for the ADT service which we have not had in the last three weeks. I have left multiple messages and have not gotten a phone call back.
Ranger American in the Charlotte office has no communication between the front office and the techs in the field. They have underdelivered on their overpromising and we still don't have anything other than local service (alarm sounds, but does not communicate to ADT). Anyone else buying a home that is told to use Ranger American should seriously consider using another service rep for ADT.
Brian
Gastonia, North Carolina
U.S.A.
Ranger American was "johnny on the spot" calling us repeatedly wanting to know when we were closing on the house so they could come out and set up our system. Not knowing when the closing was (this was two months out they started calling) this was slightly annoying, but I thought if they are this on top of things at the start they should give us great customer service the entire time of our contract.
Unfortunately that was not the case. We decided to use our cell phones as the main contact rather than a land line and we were told that there was a $9 a month additional fee, but it could be done rather easily. $9 a month is less than adding a landline so no big deal.
We had our system installed during the building of the house and it was activated (supposedly) on 7/31/07. It is now 8/20/07 and not only has it never been able to communicate to ADT for longer than 3 hours (we have contacted ADT 3 times on three separate times and let the siren go off for 5 minutes at a time) and every time we call Ranger American to come back out they say something else is wrong. Our trouble light has been on 99% of the time.
We have even had two occassions where a technician was scheduled to come out and they didn't show up. On 8/10/07 I was told to be home between 2-4pm; I called at 4:15 and was told that another job was more important and the the tech would be there between 4-6pm. I left for dinner at 6:30pm and no one showed up and no one had shown up or called.
I called last week and was told that someone would show up the next day. I then got a phone call this past Friday 8/17/07 and was told that the office had made a mistake and the tech would not be able to get out between the 4-6 window as promised; asked if they could come out at 7 am Saturday morning; I got up at 6:45 am and I left at 8 am because no one showed up as promised.
I also called to speak to a manager about getting a refund from Ranger American for the ADT service which we have not had in the last three weeks. I have left multiple messages and have not gotten a phone call back.
Ranger American in the Charlotte office has no communication between the front office and the techs in the field. They have underdelivered on their overpromising and we still don't have anything other than local service (alarm sounds, but does not communicate to ADT). Anyone else buying a home that is told to use Ranger American should seriously consider using another service rep for ADT.
Brian
Gastonia, North Carolina
U.S.A.
1 Updates & Rebuttals
Brian
Gastonia,North Carolina,
U.S.A.
Ranger American
#2Author of original report
Wed, September 19, 2007
I have new information to report. After filing my report on here, sending a copy of the report to Ranger American, calling ADT and cancelling my service so that it would get kicked back to Ranger American and finally also copying the home builder in on the chain of communication, I got satisfaction. About a week after I did all of the above, I was contacted by a regional manager from Ranger American who started off by apologizing that it had ever gotten as far as him. He offered to do whatever it took to get the current system up and running and assured me that this was not the way they run their business (I will leave that one alone). I scheduled a technician to come out a week later (due to my schedule) and I was assured the problem would be fixed in 45 minutes to an hour. I told them I had between the hours of 8 am and 10 am and they assured me they would be there and have it done in that time. Unfortunately, it took almost 2 1/2 hours to fix the system and my wife had to leave as well so they had to come back in the afternoon to finish. After all was said and done, I am happy to say that our system has been working for the last 30 days without a problem. I am not sure why it did not work in the first place or within the first several service calls, but we haven't had any issues since the last service call and Ranger American was responsive when pressed.
