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Business Profile

Security System Monitors

Alarm Relay
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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:03/08/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 have subscribed with Alarm Relay since 2018. We were using a **** telephone connection since before 2018 for our alarm system with the previous monitoring service and then no problems with Alarm Relay for several years. Some months ago, Alarm Relay said our test calls to them were coming in garbled. I tried different **************** providers, different **** services and configured the business grade firewall to give **** calls priority. Alarm Relay said the calls were still garbled.I worked with their tech support on 12/27 to try to resolve the issue. They were unable to resolve the problem, blaming our voip service and / or internet provider. Those hadn't changed when the calls started coming in garbled. And I had tried several internet and **** providers. I told them on 12/28 that since they couldn't resolve the problem, that I was cancelling my service that was due to renew in February. They then cancelled my service on 1/4, even though I had paid till at least the end of January and they weren't going to refund the approximate $11 balance for the 1 month of remaining service I wasn't able to use because they cancelled the service.At the start of January (still in the timeframe that I had paid for service with them), I researched and configured my alarm panel to use a much more reliable, industry standard communications standard for communications (the capability was built into the alarm panel, but AlarmRelay didn't know that or even suggest seeing if the panel could make the change. I wanted to see if this would resolve the problem so I could continue using their monitoring service.They repeatedly said (still in January) that my account was already cancelled (with the $11 credit for the unused month) and that I would have to sign up again for a year to be able to test this newer protocol that they admit the tech didn't suggest during our troubleshooting session.

    Business Response

    Date: 03/11/2024

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

    Customer Answer

    Date: 03/12/2024

    All I see in their reply is '
    *****************************' 

    My reply is *******************?  I'm not interested in playing games of alliterative names.

    Business Response

    Date: 03/14/2024

    We have been trying to get in contact with the customer for months (since January 2024) and every department in our company has been tryng to reach him to give him the service hes been requesting. The most recent attempts were last Friday March 8th and we contacted him twice today on March 11th and received no response again.

     

    Thank you,

    Mariel

    Customer Answer

    Date: 03/15/2024

    they cant email me?  ******** excuses!  

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