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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

    • 150 total complaints in the last 3 years.
    • 86 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:16/05/2024

      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.
      Problem start in Jan. 2024. The control panel showed that the motion detector was not working.I started phone ADT and got dropped call and long "on Holds" and then nothing.Finally Feb. 20 spoke to some one-30 min. on hold. He said get a new battery.I did. Problem not fixed.Feb.21-48min. call, mostly on hold. Told the motion detector needs replacing ( we all already knew that). A repair man will be out to replace it.The repair man came with a laptop computer and * ******* *** ** *** **** *** ** *** ******** on his computer for some time; but did not replace the motion detector, which until then had been working intermittently.He said he fixed it and left.* ***** ***** ** *** ***** **** *** **** **** the control panel beeped, telling me the detector was once again not working.I tried calling him back- no reply.Feb.24th Got a robo call telling me #9 is not working. I phone ADT *** ****** ****** *** ** **** *** ******* told they are closed and I should call back Monday or Tuesday.** ****** **** *** * ******* ****! Phoned Feb.26; Dispatcher said he will send the repair man out again on Feb.29. He came with his laptop again ; I check him in the shop , he was on the laptop again, *** *** * **** ** *** ** ******* *********; he said it is fixed. * ***** ***** ** *** *** ** *** ******** **** the control panel told me the motion detector was again not operating. Mar.1st- called ADT ###-###-#### 9:25 AM Got hung up. Second call Told someone will call me 24 to 48 hours later. ADT called to tell me that my system has a problem . Call ###-###-####.- Nothing! I called the repair man and told him the system he fixed was NFG. *** *** **** ****** ********. He said he will make a phone call and order the Detector and call me to let me know when he will install it. ** *** *******, he did not order the part; however , he told some at the company to sell me a new system.I received an Email on Mar.5 sales pitch selling me a new system and 3 year contract at $54 + tax .I phoned them same day AM , Put on hold again told to leave a message, I did , told them to call me back. No Reply.Mar.25-Phoned them again 1:19 pm on hold & talked to 4 or 5 different people for 2 hours and 14 minutes.All wanted to sell me a 3 yr contract at an ********** price; did not want to talk about the invoice for a ******* * ** ******** ** ****** repair ! * **** **** * *** *** **** ** **** ******** ** ** **** * ******* **** **** *** ****** ******* *** ** ******* * ** ***** **** ***** ******** ** ****** ** ****** * ** *** ****** **** ********* ***** * ****** ** **** **** *** *** ***** *** **** *****

      Customer Answer

      Date: 17/05/2024

      I  want them to cancel all invoices and charges for work **** ** *** **** *** *** ****.Everybody Knew the only thing wrong was that the motion detector was only intermittently working. The unit is self diagnosing and reports to me and them on line. *** **** **** **** ***** ********* ** **** *******  *** **** * ****** *** ** **** **** *** ** ********* ** ****** ******** * **** *** ** * ***** ****  *** *** *** **** ********  ** **** **** ** *** *** * **** ******** *** **** ***** ******* ******* ***** ****** ******* ** * ************ ********* ***** ***  ******* ** **** **** ****** *** ******* ******  **** **** * ** ** ***** *** *** ******* **** * ****** ******** . I repeat nothing was fixed *** ******* *** *********** ** ***** ***** ** *** ******

    • Initial Complaint

      Date:16/05/2024

      Type:Billing Issues
      Status:
      Resolved
      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 home monitoring subscription through ******* * ******* ***** which was operated by ADT Security Services Canada, Inc. starting March 17, 2020. The installation was free for 2 years contract. And monthly subscription was $38.36 per month. On Sep 15, 2023, I received email indicating that ADT is part of ***** and I'll receive invoices through ***** I didn't sign any contract with ***** as I was on monthly subscription When I talked to ***** representative on Nov 6, 2023 to report non-functional home monitoring equipment, I was informed that home monitoring equipment is out of support and it stopped home monitoring long time ago. In order to replace the equipment, I’ll have to move to upgraded costly plan otherwise they can send technician at the cost of $100-$150. I had two smoke alarm triggers without any response from home monitoring and disconnected doorbell, Considering that equipment was not functional and home monitoring was not supported/provide, I decided to cancel the subscription as of Dec 7, 2023 (instead of upgrading or spending money on technician visit) Also, I’m not aware of any contract conditions with *****. My ADT contract has already been matured. I have paid monthly charges till Dec 7, 2023 even when home monitoring wasn’t functional for last little while. I received Invoices as follows - These invoices are not for valid charges: Number ********: Amount due $441.17 Number ********: Amount due $6.62 Number ********: Amount due $6.62 Number ********: Amount due $6.62 Number ********: Amount due $6.72 I am requesting to void these invoices and late payment charges. I sent a letter requesting to void these invoices to ***** on Jan 12, 2024 - responded to not consider the equipment no longer supported / working I responded to collection agency *** *** by email Mar 21, 2024 - I haven't received a response ******* Account Number: F27759 ***** Account Number: ********* *** **** ** ******** *** Current Balance: $454.41

      Customer Answer

      Date: 25/06/2024

      Company contacted me directly and resolved the issue
      Thank you very much for your help

    • Initial Complaint

      Date:19/04/2024

      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.
      We signed up for ADT Home Security Services for our residential property in Thorold ON in 2022. ADT was bought out by Telus Home Securities and our accounts were transferred. We moved to a new home (selling our Thorold Property) on August 10th 2023. The Buyers of the home wished to take over the security services and transfer the account into their name. We called Telus Home Security and were told that they buyer ought to call in. So the buyers called Telus Home Security but were told they could not transfer because we did not authorize. So we (and the buyers) called in again to ensure that it was recorded that we authorize this account transfer and transfer the services. I later called in to confirm that this was all done was told the transfer was all set up. In March 2024, I noticed I was still being charged for the Security Services. Upon calling, I was informed that the account was never transferred, I was reassured that all would be made right but that I had to wait for a call later that week from management. Nobody called. I called back about a month later (spoke to 'Kaye' thats the only name she would give for accountability) and was told that I need to find the contact information for the people who purchased the home whom I obviously don't know personally, in order to address the situation. She transferred me to retention where I spoke to "Rodiegogo" who informed me that I am accountable to the account and Im quite sure he cursed me in Spanish before hanging up on me. No refunds were issued. My credit score will likely be affected by the fact that I stopped payment to this account that was never cancelled. To this day I have received no compensation (after hours on the phone) and am out over $600 ($77/ month since August 2023-March 2024 when I put a stop payment on the credit card to that vendor).

    • Initial Complaint

      Date:18/04/2024

      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.
      To Telus/ADT Security Services Canada Inc. This is *** *** **** the owner of *** *** **** Inc. DBA ********* ****** ******. I have received an monitoring Invoice Invoice number ******** I have discontinued the service with **** ******** Monitoring many years ago and have never signed up for ADT Security Services or Telus Security Service. If by any chance these small company sold my data and moved my contract to these company without my authorization, I will not acknowledge the change and not responsible for the charges. You must cease the unilateral service and billing. yours truly, *** *** **** ************

    • Initial Complaint

      Date:18/03/2024

      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.
      In January 2022 i called Telus (ADT) about a payment dispute had it resolved the same promblem happened again had it resolved . So when it happened again i cancelled the service about late febuary early March 2022. Dont hear anything form then until i get a letter from a collection layer about my account so i called them they finally talked to me after 2 years .They agreed it wasnt my fault and took off all of my charges that i got from 2022. But now they want a cancellation fee paid for which i didnt now cause it was only a 2 year contract from 2020... Can you tell me what to do

    • Initial Complaint

      Date:01/03/2024

      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.
      ****** home security was going door to door, soliciting our neighbourhood with home security. We were currently shopping around for home security and allowed the two ****** sales agents into our home where they went over their two year contract with us. We were pleased and signed up. We were happy customers for the two year term, at which point we received a letter stating that our services are transferred to Telus ADT home security. (Our cell phone service is currently with Telus and we are waiting out our contract with intentions to cancel) so we didn’t want to do business with Telus ADT home security and because our two year contract with ****** home security was finished, I called to discontinue the home security, since it was no longer who we originally signed up with. Since October (when I called to cancel) I have been given the run around. Telus ADT home security claims I am under a 5 year contract and applied over $800.00 in cancellation fees, and when I have asked multiple times for a copy of the original contract they have sent me on a wild goose chase. They told me I needed to contact ****** home security to get a copy of the original contract, and when I called ****** home security, they told me I originally signed up with Telus ADT home security??? ****** said that Telus ADT home security uses ****** name but it’s actually Telus ADT. We feel absolutely violated and mistreated by Telus. To make matters worse Telus ADT sent the applied cancellation fee to collections and this will ultimately effect our good credit rating. I am desperately asking you to please help me find who’s responsible and where is my copy of this contract???

    • Initial Complaint

      Date:13/02/2024

      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.
      Telus home security is trying to charge us over $ 300 for not returning their security system components. We have returned everything that was provided to us. Their technician drilled a hole through our exterior wall causing damage to our home.

    • Initial Complaint

      Date:08/02/2024

      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.
      Hi, This is ****** ***, I am resident of ** ***** **** ******** **. I am writing this letter to report the unfair & unethical way that ***** has taken towards me, The story is as below: 1. I was originally client of security system provider ADT & I completed all contract years with ADT & owes nothing to ADT. 2. ADT subsequently was acquired by ***** & I became client of *****. 3. The service fee that ADT charges was CAD25 plus tax, i.e. CAD28.25 4. In Oct. 2023, due to service interruption (the door sensor which was originally provided by ADT) was not working & kept making noise all the times, I called ***** for technical support & after trying all ways that ***** suggested, the issue was not resolved & to avoid hearing noise, I requested ***** to move the door sensor from the system & the system become defective as any break in from front door would become unnoticeable. 5. After struggling whole night, ***** finally told me that they no longer support the ADT old system & tried to convince me to purchase their new system which would cost me around 60 dollar per month & I rejected. 6. Finally, with no solution provided by *****, I requested ***** to close my account. 7. A few days ago, when I was reviewing my bank statement, I noticed that ***** has taken 355.95 from my credit on Oct. 19, 2023 & I was extremely shocked as my monthly fee was only $28.25 ! 8. Today I called ***** & asked clarification as to why the fee on Oct. 19 was so higher ? The answer was ADT sent technician to my home in Sept. & the extra money charged was the service fee for the technician. 9. I completely disagree the statement the ***** has provided: a. I have a valid contract with ***** & there should not be any service fee for client who pays monthly fees to *****, just like a *** member do not pay eligible visits for *** visits, in past so many years, regardless of ADT or *****, there was never a fee for any technician’s visit. b. Even ***** requires a fees for the technician visit, I should be informed for the amount prior to the visit & the technician should not come without my prior consent for the fee. There was never a prior notice given by ***** for the fees, not to mention the exact amount. 10. The ***** care team said that when I give my credit card for pre-authorized payment, I authorize ***** to deduct any amount they deem appropriate, which I totally disagree, I can only accept the payment of $28.25, consent is required for any fees above the monthly service fee. All the communication today can be traced under my account though my account is closed Oct. 2023. I need your help. Thanks. Sincerely ****** *** ************

      Customer Answer

      Date: 04/03/2024

      Good morning.

      This is *** ***, I am writing this email regarding complaint case ID ********. 

      First of all, thanks for your continuous follow up & your latest email I received yesterday.

      The Business did call me a few weeks ago & refunded $317 after the call & the Business asked me to close the case with BBB when the payment is received.

      Without BBB’s assistance, It is impossible for ***** to reach me out & refund the money they are not entitled to.

      However, to close this case, I need a explanation letter from *****:

      1. Why did they charge the unreasonable money without my knowledge & permission ?
      2. When I called they to report this issue, why did the customer service reply that ***** had right to take money they think appropriate just because they have my credit card info ?

      This very dark corner of ***** has to be unveiled so that they would learn that they can’t do this in future to any clients who trusted them, they need to treat their clients with integrity. 

      Thanks.
      *** *** 

    • Initial Complaint

      Date:30/01/2024

      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.
      My parents, *** * ****** ****** owned a vacation home in Palm Springs. At ***** ********** **** ******** *****, California. Their permanent residence is **** ******* **** ********** **** Can. They used ADT home security services for approx. 7 years. I have POA for my parents as they are elderly and my father has dementia. They sold the home in January 2023 with the completion date of March 17/2023. Home was purchased by *** * **** *****. On January 15/23, I contacted ADT to provide the 1 month notice to terminate services. I was able to provide detailed information including pre authorized debit payments, security pad code, parents residence in ********** BC. I was not able to provide them with a ‘4 digit code number’ which they insisted was necessary to proceed with the request. If such a number ever existed, my father did not retain that information. I called ADT again on February 16/23 to terminate the service and again was told the contract would not be terminated without the 4 digit code. The security panel was turned off when we left the vacation home on February 4/23 and has not been used since. ADT has continued to bill my parent’s bank account at ***** ***** for March, April, May and June. In July I closed the account, as a bank in the US was no longer needed. Since then, my father has received hostile calls from ADT demanding payment for unpaid service. He is 84 and mentally fragile. I have since contacted ADT, Jan 11 & 12/24 and spoken to several reps. Ohiv, Samual, Shaun and Bobby R. (spv). I’ve received the same outcome each time. They WILL NOT terminate the service without the verification code and payment is required even though the security system has not been activated since Feb. 2023. They maintain that they don’t even have the ability to monitor the security panel to determine if it’s being used. Bobby R. requested that I contact the credit group by way of a fax number 1-************ to arrange for payment. He also suggested a site called VerifyMe @ ADT to prove I was a valid client, which turned out to be a site to validate ADT service technicians at your home. I considered making the additional payment to ADT to stop the harassment but I’m not at all sure that the problem would stop there. We would be soooo grateful if you could facilitate a solution to this nightmare. Worse company I’ve ever encountered! Sincerely, ***

      Customer Answer

      Date: 26/01/2024

      Hello BBB, I contacted ADT on Jan 16/24 and again requested they cancel the contract and debt ($251.65). I was able to provide my father’s missing verification code, after searching for a year, which the agent (Mike) accepted and verbally provided a confirmation #********. He said the cancellation confirmation would be emailed to me but wasn’t received. He did not confirm that the debt would be cancelled but we’ve not been contacted lately by the credit agency. We’re really hoping this matter has been finally resolved but I’m not completely sure. I would be more confident if we had something in writing.

      Thanks, ***

       

       

       

    • Initial Complaint

      Date:16/01/2024

      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 installed an alarm system for my tenant at **** ****** *** *** ******* ** *** *** without my permission. The tenant triggered the false alarms and the city ** ******* requested me, the landlord, to pay the $3000 for the tenant's false of alarms. I called Telus on January 16, 2024 several times to request Telus to cancel the alarm service because I did not permit Telus to install it, but Telus refused to do it and told me that only my tenant can cancel this service. Please investigate ***** ***

    TELUS Home Security is NOT a BBB Accredited Business.

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