Exoticgirl,
What surprises me in all of this is that your first course of action was to request ADT to remove all posts concerning your business. I have mixed feelings over the topics discussed here, and I do sympathise with your frustration at not being able to reply to this Australian customers' post, but I can't help but feel you've handled this in a rather ham-fisted manner. Surely your first e-mail should have pointed out your frustrations and enquired if any future instances could be left open long enough for to grant you right of reply prior to being locked down. As has been stated you could have also started another thread where you state your customer care commitment and that you treat all complaints seriously.

See, reading this thread it sounds like you have done the exact thing you are (perhaps with some justification) accusing ADT of doing: you have denied them a chance to justify and make good. Okay, so you are debating the issues now, when so much water has already flowed under the bridge, but by immediately requesting all posts relating to your business be removed you missed out half a dozen stages somewhere along the line.

SNP.