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Business Profile

Security System Monitors

TELUS Home Security

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Security System Monitors.

Complaints

This profile includes complaints for TELUS Home Security's headquarters and its corporate-owned locations. To view all corporate locations, see

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TELUS Home Security has 45 locations, listed below.

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    Customer Complaints Summary

    • 148 total complaints in the last 3 years.
    • 84 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/11/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      A Telus **** ********** representative came to my door around dinner time selling Telus phone plans and home security. We decided to sign up for the phone plan and decided to go with the $30/month home security system that he was advertising. **** ** ****** *** ********** **** ** **** **** ****** My phone number was not ported correctly, ***** **** ** ** * ***** ********** *** **** **** * ***** ******** ** ***** I called Telus Customer Service and was given the run around, finally having to call my old phone company myself to complete the porting. When I get my home security bill, it shows I am being bill $50/month for the home security system which was advertised as $30 when I signed up. I called, and after being continuously placed on hold over the course of an hour, I was hung up on. I called back to cancel my plan, that's when I was told it was a 3 year contract!!!!! I was very upset as this was not told to us before. Recently I paid my bill in full to the mobility account and then noticed that they payment does not go to the home security account. I called and talked to an agent for over an hour who confirmed that they had transferred the overpayment to my home security account. Bringing both accounts to paid in full. However, I then received a cancellation letter from Home Security. I called and was advised payment was not transferred and sent back to me instead. I would now also have to pay activation cost on the home security system since they cancelled my contract. If I chose not to, I have to pay over a thousand dollars******** **** ** ****** I have been on the phone with Telus reps many times over the last few weeks, they keep transferring from dept to dept and then end the call with no resolution. I have asked to have my call escalated to a Manager/ Sup but then the call ends while I am on hold. * ** *********** ******* **** **** ******* I would ideally like to have my home monitoring contract cancelled at no cost. I will return ALL the equipment

    • Initial Complaint

      Date:25/10/2024

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      **** **** ******* ** **** ****** **** ***** ** ** ******** ******* ** ******** **** ******* ******** **** * ****** ** *** They mistakenly cancelled my original acct and created a new one for my move and now extended the contract to 2029 when I should expire my contract in 2027.

    • Initial Complaint

      Date:22/10/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had an account/ contract with ADT Security. Received a notice in the mail stating that Telus purchased ADT. About a year later received another notice stating I need to upgrade my system to 5g. I then got a call from an agent from Ontario stating the same. We arranged to upgrade the system with new equipment in November 2023. Everything went well and I was happy with everything. I changed service providers to **** from **** in April. When the install was completed, I had a problem with the added camera I added to the back yard. I spent numerous hours on the phone trying to rectify the problem, going up and down the ladder with the technician on the phone to no avail. A technician was sent out and got the camera working. It worked well for a couple of months. Then I got a notice that the panel wasn’t communicating with the provider (Telus). I spent numerous hours with technicians on the phone following their tests, rebooting the system, checking wifi, etc. only to be told my network card is the problem. Fine. Booked a technician to come out on Aug. 2 *** ** ******* ** ****** ** ** ********* ******* ***** **** ****** ***** *******. Window was between 11 am -1pm. The technician called me at work and left a message at approximately 11:00 am. Returned his call only to get his voicemail and left the same instructions. No call, no show. Rebooked another technician on August 2nd. I was on holidays so perfect! Technician was booked for 8am., once again no phone call and a no show. Called the again on October 3, only to told someone will call you within 5 days. Received a call today at 4:58 pm with no message. Called back at 5:27pm, after dailing 3 different numbers and talking to 3 different people with the last one trying to book a technician with dispatch finally gave up after an 1/2 hr on hold. * ** ****** *** *** ****** *** **** ** *** *** *** **** **** ** ******* ** **** ***** ****** ***** **** ******** ******* ****

    • Initial Complaint

      Date:07/10/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Telus acquisition of ****** ******: *Nov 23, May 2024 Telus Letter acquired ****** ****** *Aug 2024 Telus Letter "immediate action required 3G network being shutdown". *Aug 22 2024 Called in got telus security rep #1 about ****** system options. Quote emailed to us. *Aug 26 2024 I replied to quote with questions. There were sensor discrepancies in which we had less than what they had on file from ******. Inquired about 4G upgrade. Rep #1 stated yes it was available. Prices for monthly cost and 5G Purchase on quote. Did not see need for 5G ** ****** ****** **** *** ** **** *** ** ** **** *** **** **** ** **** **** ****. Sent email to Rep #1 for service to come in and upgrade. Waited 10 days. Nothing. Called in, telus security rep #2 said Nothing on file of initial quote on file from Rep#1. Rep #2 stated our is a “custom home”. Not mentioned by Rep #1 . Referred us to “custom home rep” that would call back in 3 days. Waited 10 days. Nothing. Called in, telus security rep #3 referred us to a “custom home rep” 3 days for callback. Stated we hadn’t called in since Oct 2022. Waited 10 days. Nothing. Called in, telus security rep #4 told us to ignore telus security rep #1 quote. Stated quote not suppose to be sent. Price increased from ****** package but still couldn’t get a firm price or a callback from 4 different security reps and 3 “custom home specialists”. Stated 4G parts hard to come by now. Pushing up-sell. **** **** ** **** ****** ** * ****** *** **** *** * ****** ****** ****** ******* **** **** *** **** **** **** ******** ** *** ** ** ** *****  *Oct 4 2024 Telus Letter "immediate action required 3G network being shutdown". ************* ****** ***** ** *********** *** *********** ** *** **** ***** ********** * ******** ***** ** *** **** ** *** ***** *** *************** ***** ** **** ****** ******* ** ***** **** **** ********** ***** ** ************ *** ********* **** *** *** ******** *** *** **** *** ***** *********

    • Initial Complaint

      Date:24/09/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On August 3rd 2024, my card was charged $312.47 by Telus. My card was only authorized for our regular monthly bill of $59.35 resulting in an over charge of $253.12 On August 25th 2024, when I called, they explained it was an over charge, and I requested a refund in full to the credit card they charged. They told us they will refund the card for us and that it would take 5-10 business days. On September 22nd 2024, when looking at the card, there was no refund still. So I called back, and another employee informed us they did not refund us but instead gave us a bill credit, minus the current month now that they took off. They told us that in order to request a refund again, we would have to be transferred to another department, but after waiting 45 minutes on hold, we requested a resolution now instead of waiting. The employee told us they would contact their manager and then contact us the next day with a resolution. They never contacted us, and I still do not have my refund. **** ******* ** **** ******* ** ********** *** ******* ** ****** ** ** **** ** ** ****** ** ******* **** **** *** ** ************* ** **** ****** *** 

    • Initial Complaint

      Date:24/09/2024

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In February I talked to Telus Home security about their security systems. By the information given on that call I said I would have it installed. I set the appt for March 7th in ******* and a few weeks later for it in the ******** *** ******* When the telus installer came to my house in ******* he told me it would have to work off a cell tower which was not disclosed to me with the Telus security sales person. The installer said he would have to secure a dish above my kitchen window for best possible reception as I am in a valley. The cell service is very poor here. I often have to stand in my front yard for a phone call. Cell service is very spotty and usually one or two bars. Downloading stalls all the time. So I didn't have confidence in it working well nor did I want it installed where it had to go. The installer supported my choice by saying that ******* was behind and needed to upgrade their system, packed up the equipment and went onto his next job. Because I have similar issues in ******** and was no fibre network there at the time I called 2 days later to cancel service set up for ********, and explained the cancelation in *******. That was March. I ended up getting a bill and called Telus to retell the situation in April or May. They passed me to this person and then to that person and I thought it was all taken care of. Bills kept coming. I called SEVERAL times each call I waited for 50 -60 min. for someone to even pick up, then another 1 to 2 hours for them to take the information to resolve it. Finally 10 minutes after ANOTHER 3 hrs on the phone with telus they assured me it would be resolved,.... they sent me a notice to return the equipment. What equipment? * *** ** ********** * ******* ***** **** * ********* ********. I called again in June or July.. NOW MY 5TH or 6th 2-3 hr call. They told me it had been sent to collections and out of their hands. The charge now is $1438.87 **** ****** *** ** *********** * *** *********** * *** ***********

    • Initial Complaint

      Date:08/08/2024

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      **** ******* ** ****** ** **** ********* ** ** ******* ******* *** **** ** ******* **** *** ****** ** * ******* ********* ***** ************* ************ *** ************ **** ******** ** *** ***** ******** ** ** ******* ** *** ***** ** ****** ***** ************************************************ *. Dr. Fowles was ******** billed over $1,200 by **** ******* *** Telus, which is somehow connected to *** such that it provided an invoice to Dr. Fowles on ***'s behalf. The invoice is for services that were never provided. *** ****** ** ** ***** ***. ***** ** **** ******* ************ *** *********** ******** ** ******* **** ****** **** ********* **************** ** ***** ** ** *** *** *** ** *** ******. ** ****** ** ** ** ******* ** ** ***** *** ** **** ****** *** ** *** *** **** *** ****** ** ******** **** ** *** ***. I **** left 5 messages over 4 days during the week of May 13, 2024, with an individual at ***/Telus who told Dr. Fowles that he was in charge of this matter, but I never received a call back. On May 21, I spent over an hour on the phone with 3 other individuals after calling a suggested ***** number, much of it explaining the situation over and over to each of the three of them, the last of whom dropped the connection. After that I commenced a complaint on Dr. Fowles's behalf with **** but ***/Telus disputed ****'s jurisdiction as the contract concerned alarm services. **** agreed that it had no jurisdiction and referred me to you, the BBB. *********** ******* ******* *** ****** ** ********** ******** *** *** **** *** ********* * ******* ******* ** ************* ** ****** *** ***** ** ********. I hereby request that you ask ***/Telus to reverse the invoice delivered to Dr. Fowles. All the information ***/Telus requires to do so is in their internal notes and audio recordings of Dr. Fowles and my calls to them. If they refuse, please advise me of the process for escalating further. Thank you, **** ******* ********* ****** *** **** ** ******

      Customer Answer

      Date: 25/09/2024

      Two days ago, I received a call from ****** of Telus during which she confirmed that Dr. Fowles’s outstanding account was reduced to zero on September 16 so that there is nothing owing by him anymore.

      She told me that the escalation number if needed for later confirmation is *******.

      I believe that ends the matter such that the BBB can close its file.

      Thank you for your attention to this matter.

      Customer Answer

      Date: 17/10/2024

      Dr. Fowles just received *** ******** from a collection agency or reopen this as a complaint against this collection agency.

      **** ** **** ************

      When “******” of Telus called me on September 23, 2024, she advised me that the escalation number for confirmation that the invoice was reversed is *******.

      Maybe that will help.

      I would try to contact her myself, but she gave me no contact information.

      * ***** ******* ******** *** *** ****** *** ******** ********* ***** ********* *** **** ********** ****** *** * *** **** *** ******** **** ***** ** * ******* ****** *** * ********* ****** *** **** ** **** **** ******

    • Initial Complaint

      Date:16/07/2024

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      February 2023, got a call from Telus about home security plan was not informed in the conversation about a 2 year contract, tried to cancel it in Nov. but was told about the 2 year contract. I cancelled my phone plans with ***** a linked Company . Got a call in January 2024 from ***** saying they would cancel the home security if I went back to them with the phone plans . I accepted and changed over. Then they sent a bill saying I had not returned the equipment. I returned the equipment to a Keltic drive location. Did not hear any more until I get a call from a central credit agency saying I owe $376.73. Did a search of my Emails and found nothing . Checked my ****** and found notices. *** **** *** ***** *** ****** *** *** *********.why were the emails sent to her and not me.I don’t know what to to with this and need your help to resolve this.I am worried that even if I pay the credit bureau they will continue billing me until the end of the 2 year contract.can you help.

    • Initial Complaint

      Date:04/07/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On June 13 a subcontractor of telus came to install security cameras. He was not clear about what he was doing and set up wires in a way that prevented an exterior door from being able to close. **** *** * ****** ****** *** ***** ***** *** **** **** ** *** ******** **** ********* ******** *** **** * ****. When we saw what he was doing we told him to stop and that he was causing damage to our home. He took the cameras away with him leaving holes in our house. Telus escalations verified this was not what was supposed to happen and assured us their local manager would come to assess the damage and help us find a solution. After waiting weeks someone phoned to tell us he refused to come access the damages *** ********** ** **** *** ******** *** ** ** ** ********* ** ****** *** ****** ** *** **** ***** *****.

    • Initial Complaint

      Date:04/07/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      JUNE 10 2024, SALES REP SOLD US A SECURITY CAMERA INSTALLED FOR ONLY $15 A MONTH AND BECAUSE I WAS ***** CUSTOMER ALREADY ANOTHER $5 OFF MY ***** BILL THE INSTALLER TRIED TO SELL A SYSTEM WHICH THEY DONT EVEN HAVE. HE TOLD US THAT. INSTALLER CHARGE MY CREDIT CARD BUT WE ASKED HIM TO CANCELL IT WHEN HE TOLD HE DIDNT HAVE ANYTHING TO OFFER. TELUS SAYS WE MUST PAY $35 PLUS ($51.03 MY FIRST BILL.) * ** * ********** * *** ******* ** *****

    TELUS Home Security is NOT a BBB Accredited Business.

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