Complaints

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.

• Initial Complaint

  Date:03/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  From 2005 to 4/17/2024, I had service with Protection One, later called ADT and Everon. On 4/17/24, I called ADT to advise that I will be canceling service and moving. The representative instructed me to email *** to advise, which I did. She also stated that my contract had long since expired, so only the letter was needed to close my account. I later began receiving notices regarding a balance owed and I called customer service numerous times and was advised that it was a mistake; this had happened before and was corrected and ADT apologized (see "apology letter" on 4/16/24). On 1/26/25, I received an email from **** ******** with more billing. I again provided the "apology letter" that had resolved the matter and advised that she was mistaken. Today, 3/18/25, I received an call and email from ADT-Everon's collection agency, ***** *******, from *****-******. I advised her that it is a mistake and that I would file an FTC Complaint and BBB Complaint in order to stop the harassment.

  Business Response

  Date: 03/19/2025

  Please forward to the correct company.
  
  ************
  NAS Customer Support Manager
  *********************************************
  ***************

  Business Response

  Date: 03/20/2025

  We have reviewed the complaint and would like to provide clarification. The customer originally signed a contract on November 30, 2004. On January 31, 2011, a sales agreement was signed for equipment, but the service contract remained in effect. According to the terms of the agreement, the contract automatically renews on a yearly basis unless canceled in writing at least 30 days before the renewal date.
  
  On January 7, 2024, the customer requested and received a service job, which was completed at a cost of $255.29. Since the contract was not fully completed per its terms, an additional balance of $725.34 remains due. This brings the total amount owed to $980.63.
  
  We have included copies of the original contract, the 2011 sales agreement, and the January 7, 2024, work order for reference. Given the contractual obligations, the balance remains valid.

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23084585
  
  I am rejecting this response because: The contract was canceled on 2/19/16. With regard to the Work Order #*********, the customer service representative advised that there was no charge for this maintenance and the technician NEVER advised that there was a charge, as misstated in the work order. When the "Ticket Cleared" notice was emailed and no charge was indicated on that ticket either. When the incorrect invoices began arriving, I repeatedly spoke with different customer service representatives who apologized and agreed that there had been an error; that I would have to wait for them to clear the charges on their end. When that never happened, I began replying by email. 

   It is unconscionable that after being a loyal customer since 2011 and being on recurring payments for 14 years, that this company would handle this matter so poorly.  

  Sincerely,
  
  ***** ******

  Business Response

  Date: 04/04/2025

  The claim that the contract was canceled on February 19, 2016, is not consistent with our records. Had the contract truly been canceled at that time, we would not have continued providing service or responded to a service request as recently as January 7, 2024. Additionally, recurring billing and system support continued through that period, further confirming the contract remained active. Regarding Work Order #*********, our technician spoke directly with Malo, who signed off on the completed work. During that visit, it was clearly communicated that the panel battery replacement was a billable item, as battery replacement is not covered under the customers **************** Plan (ESP). The technician completed the work with that understanding, and it was approved on site. We understand the customers frustration and recognize their long-standing relationship with our company. However, based on the active contract, the signed work order, and the nature of the billable service provided, the total balance of $980.63 remains valid.

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23084585
  
  I am rejecting this response because: The Protection 1 agreement requires cancellation of the automatic contract renewal at five year intervals. The automatic contract renewal was canceled in writing, on 2/19/2016, as required by the agreement, which states: "...after said 5 years, this agreement shall automatically renew yearly unless terminated by either party upon written notice at least 60 days prior to the anniversary date."  (A copy of the highlighted terms attached).

  After the cancellation on 2/19/2016, we continued with month-to-month service until 4/19/24, when I called to cancel the month-to-month service. At that time, the representative confirmed that we were not in a contract and requested a confirming email which I emailed on 4/19/24.  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/06/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 12/6/2024 I received a letter saying that my residential service account was past due. I have had this account for 29 years and have always had it on autopay, and have never missed a payment. I called the phone # on the letter **************, the gentleman explained that ADT Commercial and ADT Residential had become 2 different entities and this was the number for the ********************** He gave me **************, option 1 for residential services. I tried calling the number, but it is an automated system and I was not given the opportunity to speak to a live person. I tried sending a message through their website, but every time I tried to submit my message I got an error message. I did pay the bill, under dispute, since the website that I have been accessing for years now says *** Commercial, so I am not sure my account has been credited, and I cannot reach a live person on the phone. If this is the customer service they provide for someone who has been a customer since July 1995, I will likely be cancelling this service.

  Business Response

  Date: 12/09/2024

  Please forward to the correct company.
  
  Complaints should be forwarded ******************************* for the best customer experience.
  ****** ********
  **********************************************************
  ************
  NAS Customer Support Manager
  *********************************************
  Irving ** *****

  Business Response

  Date: 12/16/2024

  We were able to communicate with Mr. **** via email regarding his concern. We advised the reason his account was past due was because Mr. **** had an upgrade done on 8/19/2024 and there was a change in his billing frequency from monthly to quarterly that occurred on 9/10/2024.
  
  The billing frequency was then changed back to monthly on 10/10/2024. This caused monthly monitoring to get behind by one-month. We also stated the correct number for billing is ************ but the prompts for the phone system were entered incorrectly. He would need to push the number five then the number four to reach a live agent.
  
  The reason that Mr. ***** account type was switched from residential to commercial may have stemmed from the upgrade that occurred on 8/19/2024 as well. We advised him this would not impact how his alarm response or billing is handled.

  Customer Answer

  Date: 12/18/2024

  Having just finished trying a case in Federal Court, I have not had time to call their customer service using the phone number and prompts suggested.  I do intend to make that call before the end of the week.

   

  Thanks

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22652080
  
  I am rejecting this response because:

  Having just finished trying a case in Federal Court, I have not had time to call their customer service using the phone number and prompts suggested.  I do intend to make that call before the end of the week.

   

  Thanks

  
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 contacted Everon/ADT earlier last month due to a weather-related incident where our main gate's piezo and buzzer stopped working. We are preschool and our gates must work at all times in order to properly control incoming visitors and deter any potential security risks. A technician came and claimed he would have to order the necessary parts. Weeks elapsed with no update on the work whatsoever. We received a call earlier this month from a customer service rep ******** claiming they could not proceed with the job due to an outstanding balance. We promptly paid the balance given that we were waiting for our insurance to cover it since it was a weather-related incident. We did not even receive proper confirmation of the payment but they told us the hold had been cleared. We followed up with the status of the job shortly after payment and we were told they had just ordered the piece. This has been over a month now. We are a school and the main gate must work at all times due to stringent security measures. A lack of urgency on Everon/ADT's side only puts our students at risk. We have tried contacting Everon/ADT multiple times, we have left voicemails and we have not received any response whatsoever. We contacted the main office, ADT, and they advised they had reached out to Everon as well, and to expect a call from them. This was last Thursday and there is still no resolution. We were advised the parts would have gotten here earlier last week with an estimated job completion midweek last week (10/21/24). This is beyond unacceptable even if there was an outstanding balance to be paid, a balance that accrued in the first place due to dishonest business practices where they were charging us for equipment we do not even have in addition to other issues.

  Business Response

  Date: 02/24/2025

  We sincerely apologize for the delays and any inconvenience this situation has caused. We understand the critical nature of maintaining security for your school and take your concerns seriously.
  Upon reviewing your case, we found that the delay in processing the required repairs was due to an outstanding balance on the account. We did not receive payment until after the technician had been out to the site, which prevented us from moving forward with the necessary parts and services. Once the account is current, we are able to expedite the ordering and installation process to resolve the issue as quickly as possible.
  We also acknowledge the frustration caused by the lack of timely communication. We are actively working with our teams to ensure you receive regular updates and that this matter is resolved promptly. A representative will be in touch shortly to confirm the next steps and provide a timeline for completion. Customer satisfaction and safety are our top priorities, and we appreciate your patience and understanding as we work to make this right.

  Business Response

  Date: 02/26/2025

  Upon reviewing your case, we found that the delay in processing the required repairs was due to an outstanding balance on the account. We had not received payment, which prevented us from moving forward with the necessary parts and services. Now that payment has been received, we are expediting the ordering and installation process to resolve the issue as quickly as possible.
  We also acknowledge the frustration caused by the lack of timely communication. We are actively working with our teams to ensure you receive regular updates and that this matter is resolved promptly. A branch representative will be in touch shortly to confirm the next steps and provide a timeline for completion. Customer satisfaction and safety are our top priorities, and we appreciate your patience and understanding as we work to make this right. Please do not hesitate to reach out if you have any additional concerns or questions.

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22481587
  
  I am rejecting this response because: No one has communicated with us about this situation. The billing issue they claim was resolved in order to proceed as they were holding the service hostage. This took place in October 2024 and no one had the decency of returning our calls. Everon is just now, in February 2025, claiming they ordered parts when they told us the same thing months ago. We also have the ongoing issue of them charging us for equipment we do not have despite us advising them about that error. We followed the appropriate channels they imposed in order to fix the issue with that and they are still charging us for the nonexistent equipment - an issue the led to the initial outstanding balance they claim we had that did not allow them to proceed with the work. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 03/04/2025

  We would like to clarify that, despite the outstanding balance, we continued to provide monitoring services to the customer without interruption to ensure their location remained secure. We did schedule a technician to complete the repair, however, upon our technicians arrival, their IT manager informed us that the door strike had already been repaired by another company. We understand the customers frustration regarding communication and billing concerns. We are actively reviewing their account to address any discrepancies, including the charges for equipment they claim not to have. If any billing errors are found, we will then take immediate steps to correct them and issue appropriate adjustments. Our priority remains providing reliable service and maintaining open communication. We are happy to work directly with the customer to resolve any remaining issues and ensure their satisfaction moving forward. Please let us know if there are any further concerns or if additional clarification is needed.

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  *** created a contract with our company claiming that we needed to ***lace our alarm box as well as install several other products. It took almost a year to get the contract in place, which is absurd. Then it took several calls and emails to get the ball rolling on the project. 11 months later the tech came to the office he informed us the box would not be needed, but the wireless phone system would still be required. ADT is still billing us for the alarm box despite not installing it. I have sent several emails to their collections team with the sales *** and tech in cc. No one from *** is getting this resolved. Just collection notice after collection notice. No one at ADT or Everon will respond or assist with getting this corrected. We are not paying the bill. It is ridiculous that i have to post something on BBB to get this resolved. At this point the entire contract should be voided and we should be refunded for what has already been paid.

  Business Response

  Date: 02/24/2025

  The amount of the install of the equipment of $2,549.26 was adjusted and sent to the customer on 01/13/25. I have attached a copy of the invoice showing the adjustment was made.

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22465548
  
  I am rejecting this response because:

  Yes, we did receive the adjustment. However, *** opened 2 other accounts in our named, 3 total. We are now being billed 3 times for the same services. I have contact multiple departments with the same reponse that they are looking into it. Has been over a 2 months on this issue. 

  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 02/25/2025

  I have researched this for you and Everon LLC only has one account for IK Multimedia US at **********************************************. The account number we are billing for is ********. If you can provide any additional account numbers that you believe ********************** is billing, then we can look into it for you, otherwise all adjustments have been made appropriately.

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22465548
  
  I am rejecting this response because:

  All the accounts created are listed as ******************** with the same address. The account numbers are ********, *********, and *********. 

  I have been in contact with the following but the issues is still not resolved. ********************************************************* ************************************************************* ************************************************************ ****************************************************************

  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/07/2025

  Thank you for your patience while we work to resolve the issues with your account. We understand your frustration and apologize for the inconvenience this situation has caused. We want to assure you that we are actively working to finalize the corrections. While we have made progresssuch as canceling the incorrect account and backdating it to December 19, 2024we recognize that there is still work to be done to fully resolve the matter. We will continue to follow up with the appropriate teams to ensure all necessary credits are issued and that your accounts are fully corrected. We also acknowledge your concerns about the need to escalate through the BBB to receive a response, and we are committed to improving our communication and responsiveness moving forward. Our team has been in contact with you multiple times via phone and email, and we will continue to keep you updated until the issue is fully resolved. We appreciate your feedback and the opportunity to make this right. If you have any additional questions or concerns, please dont hesitate to reach out directly. Thank you again for your patiencewe will be in touch soon with further updates.

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22465548
  
  I am rejecting this response because:

  ADT/Everon is responding with the bare minimum. Simply providing the 1 credit when they opened 3 accounts does not resolve the issue. I need all 3 accounts credited with details of what is due, what accounts remain open, and what will be billed moving forward. I received a call last week and I request this exact information but have not heard back. I want these details in writing as ADT/Everon have continued to provide poor customer service and incorrect billing. 

  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/24/2025

  Your account representative spoke with you a few days ago and reviewed the details by phone, but we want to confirm everything in writing as requested.
  At this time, the *** account is closed and carries a zero balance. Account number ********* is also closed, with a remaining balance of $417.52 for services provided prior to December 19, 2024. The new account, ********, is open and has a current balance of $3,626.30.
  We understand the importance of transparency and are committed to ensuring all information is accurate and clearly communicated. If you have further questions or need additional clarification, please dont hesitate to reach out.

  Business Response

  Date: 03/24/2025

  Your account representative spoke with you a few days ago and reviewed the details by phone, but we want to confirm everything in writing as requested.
  At this time, the *** account is closed and carries a zero balance. Account number ********* is also closed, with a remaining balance of $417.52 for services provided prior to December 19, 2024. The new account, ********, is open and has a current balance of $3,626.30.
  We understand the importance of transparency and are committed to ensuring all information is accurate and clearly communicated. If you have further questions or need additional clarification, please dont hesitate to reach out.

  Customer Answer

  Date: 04/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/25/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 called Everon on Monday September 4 to ask them to remove several services from our business account: - DMP Basic Intrusion Primary. - Extended Service Protection. - Fire Inspection Charge. - Interactive Services. - 24 Hour (intrusion) Alarm Monitoring. After spending several hours on the phone with their service and account ***** they told me I had to speak to someone in ********* (our account managers) but they wouldn't give me the ***** name/number. He had to call me. **** ****** called me back on 9/4 and I spoke with him on 9/5 to explain the situation. He said he'd take care of it and call me back. He did not call me on 9/6 so I called him, he said he had to get the request to another manager but he'd do that and call me back. He did not. I called him on 9/9 and left a message. He called me back on 9/10 to tell me I needed to send him an email with our cancellation request. I did so on 9/10 but I didn't hear from him so on 9/11 I called him and he told me he had received my email, had forwarded it to the people who would take care of it. I called him on 9/17 to inquire if the cancellation had been taken care of, he said he'd check and call me back. Having not heard from him, on 9/23 I called him to ask for the name and contact info for his manager. On 9/23 he sent me the contact info for his manager ****** *****. I sent Mr. ***** an email on 9/24 explaining all that has transpired and to ask him to intervene to correct our account. I have not heard from him as of this writing.

  Customer Answer

  Date: 09/25/2024

  I heard back from Mr. ***** and Mr. ******** regarding my request for cancellation of services, they responded: "They should be completed within the next few days" and "You will be notified when its done." This is another example of their very poor customer service. They both know we asked for this weeks ago and due to their procedural miscommunication it has dragged out this long. This is typical of the. type of response ewe get from ***. This is the mentality that has caused our intrusion alarm to go for a year without working properly and for them to have never provided the inspections we require. We have learned that we a re unable to rely on their company to do what they have been paid to do.  

  Customer Answer

  Date: 10/01/2024

  I have not heard back from ADT but we did receive another bill, with all of the charges I requested (at the beginning of the month of September) to have them removed. 

  Customer Answer

  Date: 10/02/2024

  Having not received a confirmation from ADT/Everon that our account has been corrected, I have reached out to ******* ********, Everon ************ Manager, today via email to tell him that despite his promise that the account would be "corrected in a few days", I have not received any communication from ADT/EVERON and that this is unacceptable. If we cannot count on them to do the right thing to correct our account, we cannot count on them for the safety/security of our students and our school. These cancellations are due to their lack of service on our account and they are in fact in breach of contract. If I do not hear from them in the next 24 hours I will send them a note to cancel the entire service and begin reaching out to other companies in the area to find a suitable replacement company for our fire alarm/monitoring needs.

  Business Response

  Date: 10/04/2024

  Everon has confirmed that all services, but fire monitoring were cancelled as of 09/30/2024. We waived the balance of contract, and a refund has been issued to the customer.

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22330753
  
  I am rejecting this response because, although the business stated in their last communication that they had corrected the issues raised in the complaint and refunded specific charges, I have not received an updated invoice or any refunds in the 14 days since the last communication from the company on October 2, 2024. Unfortunately, due to their history of providing poor customer service, I have very little faith in their commitment to doing what they say they will do. If you look at the invoice they uploaded with their response, it is not updated to show the services mentioned in the complaint as being dropped or any refund being processed on the account. When they complete what they promised, I will accept their response.
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 10/24/2024

  We still have not heard anything from ADT/Everon. No updated invoice, no email, nothing. At this point I am going to start calling other monitoring companies to get quotes for service.

  Business Response

  Date: 11/05/2024

  The billing cycle had to close for it to reflect. A refund was given on 10/28 and the invoice has been attached.

  Customer Answer

  Date: 11/05/2024

   
  Better Business Bureau:
  
  The business has made the majority of the adjustments we asked for. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 11/05/2024

  Thank you for all of your help.

• Initial Complaint

  Date:09/17/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Date of transaction 05/24 Horrible predatory Company. I first signed up with *** (then bought by EverOn) When i first opened my brand new business. The lady came into my building and announced herself while i was not opened and doing work in the building cleaning and painting. She was telling me about the services that *** offered and i told her multiple times that my lease at the time was for 3 years and that i do not want a contract that was more then that. She told me that was not going to be a problem and that they offered a 2 year contract. This was what got me to sign the contract with her, fast forward a few months and the price that she quoted me per month changed from $250 a month to $350 a month...I thought it ridiculous but knew i only had another year and a few months left (or so i thought) When i called at my two year mark to ask what Day my contract ended i was told may 11 24. I called back a few days before the contract ended to cancel my service I was put on with 3 different people asking why i wanted to cancel my service. the last person told me that i had signed a 5 year contract and i argued with her that i did not. I told her what i have said here and got the well you signed it (i did however i was under the understanding that i was signing up for a 2 year) and being a brand new business i was in contract signing mode. Now 4 months later i get a bill from the debt collector saying i owe double what ADT claimed i owed them. They are charging me for equipment i was leasing for them and that they have not picked up. I have inside knowledge that the Sales representatives' get paid based on contract length and also found out that this employee quit not long after signing me up for something i did not want. I miss the days where people cant be humans and have to bleed out others who are just trying to make a living for their family as a small business. I will be taking this to my local news department if things are not fixed.

  Business Response

  Date: 10/11/2024

  Everon has reviewed the customer’s contract and determined that the contract was 60 months and signed for on 03/29/2022. A copy of the contract has been attached to the response showing the customer's signature.

  Customer Answer

  Date: 10/12/2024

   
  Complaint: 22298535
  
  I am rejecting this response because:
   Your sales employee signed me up for a 5 year contract after I told her multiple times I was not interested in a long term contract being a new buisness. She told me it was a 2 year contact that i was signing. She also came into my store without being invited while i was cleaning and painting. This was a predatory tactic knowing i was busy. Your employees are told to lie to get sales since they make more money on longer contacts. I have someone who works for you who gives me this information. You also sent this to a collections agency and added an addition 7k to the bill that you sent me. Kinda sketchy. There's a reason why adt has a 1 star rating and why your company is on the decline and doing everything in your power to scam people out of money. 
  Sincerely,
  
  Justin Colling

  Business Response

  Date: 10/15/2024

  We confirmed that the contract signed on 03/29/2022 is a 60 month agreement. Lengthy contracts may not be suitable for every business, especially new ventures, we aim to ensure all terms are clearly communicated during the sales process, which was signed by you and was attached on the previous response. Regarding the billing matter, as noted the account was forwarded to a collections agency due to an outstanding balance, which inludes applicable fees. Please reach out to them directly if you would like further clarification on the charges.

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22298535
  
  I am rejecting this response because:
  
  Sincerely,
  
  Justin Colling

• Initial Complaint

  Date:09/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 our church security system is unacceptable.The system has not worked to protect our location since I've been there, in 2019. ******************************************. The system has been there since 2007, with no contract, and they processed our funds. Last year we had an inspection by the fire department, and needed some problems resolved before we could pass the inspection. I requested additional time, ton order to allow the necessary equipment to ********* took three appointments to get a resolution. And the last appointment, a charge for finally getting it right, we were charged an unacceptable amount. appears that the problems were resolved. There was never a conversation of price, we have no contract, and the receipt given me on each visit had no amount for service. And to this date the equipment still does not work. Also, an unauthorized amount was withdrawn from our account. I'm the pastor and transaction person.

  Business Response

  Date: 09/09/2024

  Please forward to Everon:
  *******************************************************

  Business Response

  Date: 10/02/2024

  Good Afternoon, 

   

  Thank you for reaching out to Everon team with your concerns, and we will be happy to assist with this request. However, you did not provide any Everon account information. Anytime you want to make changes to your account, you would need to include the Everon account number, the full-service address, and the verbal password on the account. May we please have you provide us with some of the following information to properly bring up the account?

   

  Account Number
  Full Address of service location
  Invoice Number
  Phone number of service location
  Verbal password on the account

   

  If you have any further inquiries please reach out to us and we will assist.

   

  Thank you for reaching out to your Everon Care Team.
   

  Thank you for your business.

   

  ***** L

  Associate IV CustCare.Comml
  *******************************************************************************

  Email: **********************************************************************************************************

  Customer Service ************

  Business Response

  Date: 10/30/2024

  Hello ******** and *****,

   

  Thank you for providing the additional information. Job ********* was created to address the service issues reported at the site. However, our service team has been unable to contact the customer to schedule the requested line swing service.

   

  We are happy to create a new service request for any issues that still need to be resolved. Please confirm if you would like to proceed with the new service request at this time.

   

  If you have any additional questions, please let us know.

   

  Best regards,  

  ****** ****

  National Support Team 

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

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22243478
  
  Good evening. Thank you for the response. Please let me know whats available after 10:00 am. This email is a better way to reach me. My cell is **************. Before we proceed, the previous charges need to be addressed, as well as whats the charge for unresolved issues?
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 10/30/2024

  Hello *****,

   

  Our billing team will evaluate any credits related to the service once the issues have been resolved. To ensure we provide you with the most accurate information, could you please detail the service issues you are currently experiencing? This will allow us to proceed with scheduling the service for your site. Once we receive this information, we can provide you with a service quote, 

   

  If you have any additional questions, let us know. 

  Best regards.
  

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22243478
  
  I am rejecting this response because:

  Let me share with you the reason your quote is unacceptable. Perhaps youll better understand, my complaint and outrageous customer service not compliant.

  
  

  ******* **** Memorial *************** located at ******************************,

  account number: ********* has had your company monitor the premises, for at least a couple of decades, if not longer, without a contract. But at least annually a *** would be called for service.

   

  
  

  Now let me share the timeline and the reason for this inquiry/complaint.

  On October 18, 2023, we were inspected by the local **************** ***** (invoice copy below), and were informed of the items that needed to be ***laced immediately, to pass the inspection. Please note that, for every appointment made, I made the arrangements and I was there accordingly, except for the last and overcharged day, where we were charged $1500.00 for less than 15 minutes of service.

  
  

   To date the equipment still does not function correctly. On all the receipts we received, there is no amount indicated for the service rendered. I was contacted by someone and negotiated a reasonable price, but I still refused the overcharged price. 

  
  

  On May 5, 2024 our church treasurer paid $287.24, because of the threatened letters. Then on May 16, 2024, our church treasurer called to pay the lower amount to avoid cancellation and because of the threatening notice received. Instead of the lower amount, your system (unauthorized pulled the total amount due).

  Im submitting this complaint, because fraudulent transactions were processed. Was waiting for current statement, to show where funds were removed before going to Better Businness Beurea.

  
  

  Ive had the run around, first when the tech came out to resolved the concerns from the fire inspector, the wrong parts were ordered. So, a request was entered, and I was in eye distance when the tech, ordered the parts, but a week later was informed along with the technician, that those parts are no longer available.

  So after confirming with his ***resentative to order the correct parts, we are now past the reinspection date with the fire department.

  
  

  An understanding was arranged with the **************** ***resentative, that when the correct parts have been received and ***laced, then we can have a reinspection. and be in compliance.

  This whole process, took too much of my time, patience and to this day, our system, your outdated equipment, still does not properly work, putting our building and people in a potential risk.

  
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 02/26/2025

  Thank you for bringing this matter to our attention. We take customer concerns seriously and are committed to resolving them promptly. Our local branch has been in direct contact with the customer to address the issues with their security system. We have processed a credit that the customer has agreed to, and the necessary parts have been ordered. A technician is scheduled to visit the site soon to complete the required repairs. We value the opportunity to resolve this matter and are dedicated to ensuring the customers system is fully operational. If there are any further questions or concerns, we remain available to assist.

  Business Response

  Date: 02/26/2025

  Thank you for bringing this matter to our attention. We take customer concerns seriously and are committed to resolving them promptly. Our local branch has been in direct contact with the customer to address the issues with their security system. We have processed a credit that the customer has agreed to, and the necessary parts have been ordered. A technician is scheduled to visit the site soon to complete the required repairs. We value the opportunity to resolve this matter and are dedicated to ensuring the customers system is fully operational. If there are any further questions or concerns, we remain available to assist.
  

• Initial Complaint

  Date:08/13/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  It had come to my attention through communication from the City *********** that we were overdue on 2 backflow system tests at one property. I contacted our irrigation vendor and she assured me that the test was done and the report sent to the city, (our whole area had experienced cyber issues ) but 1 of the backflows mentioned was a fire line backflow and needed to be done by our ******************* ADT St ******* ******* manages over 13 apartment properties and this one property in question is the only one under ADT for fire suppression.I tried to reach ****************** line. An agent informed me that we have not had annual Fire Inspections at the property in 2 years. The agent contacted my **** I waited for a phone call.After 2 days the *** called I told him about the missed backflow inspections that we had not had a Fire Inspection since 2022. He wanted to find out if he could do a retroactive inspection from the ********* I suggested that is a ridiculous proposal ,he was adamant to do what the Fire Marshal suggested I agreed and waited for a call or email. Today is Aug 13 I have not heard from the **** I cannot get communication from ADT. I called the Fire Marshal he stated that a retroactive inspection is out of the question, a 2024 inspection is needed immediately. I emailed the *** I have not heard from him. I have found out that from the very first inspection ADT did in 2021 to the second one in 2022, 19 months had lapsed. That is NOT annual inspections to me. We have one more year in our contract with ***. I am requesting that we make the contract VOID at this time so I may get our other vendor out to do the inspections, and to be reimbursed 1 year (2023)of paid service fees of $ ******* plus 2 years backflow testing of $ ****** that I had to pay another vendor to bring up to date. I find that ADT becomes unavailable when they find that they are in the wrong, thus we must resort to the BBB.We are unprotected at this time.

  Business Response

  Date: 08/22/2024

  *** has reviewed and forwarded over this concern to Everon Solutions as they are the contract holder for this agreement. We have received word that they have begun a review in an effort to seek a solution, but additional inquiries will need to be made directly to Everon moving forward.

  Customer Answer

  Date: 08/22/2024

  Hello,

    I had informed ADT/Everon that the Fire ******** expressed that an "immediate" inspection is in order as 2023 inspection was not performed. It is now 1 year and 8 months since an inspection. We are out of compliance and ADT keeps dragging their tail. I would rather have our other vendor do an inspection **** as needed. This delay is unacceptable. I ask for this contract voided for default and breach so a bonafide Fire Specialist can bring us into compliance. I had a call from an ADT *** on 8/15/24 trying to tell me that an inspection was attempted and we said that the *** was at the wrong property when he showed up at the property. I knew this was an attempt to cover their a** as we Do Not have another ADT fire contract. The property in question is the only one under ADT Fire, thus we would have never told ADT Fire tech that he was at the wrong address. I feel harassed by this company, the tech tried to strong arm me and was combative and rude. All I get is emails saying they are discussing this issue and no action. I am not satisfied with an email response. No.

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22135771
  
  I am rejecting this response because: I needed an immediate response to a fire inspection or void of contract, and details on reimbursement of 1 year of service and backflow charges. No an email stating that they are working on it.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 08/22/2024

  Please refer this complaint to Everon, ADT no longer owns this account. 

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

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

  Customer Answer

  Date: 08/26/2024

  Good Morning,

  ADT/Everon has scheduled an inspection with me. My only concern is a timeline for the reimbursement of the one year service fees for 2023.

  I would appreciate a timeline.

  Thank you for all your help,

  **** *******

  Customer Answer

  Date: 09/25/2024

  Hello,

  I received an email on 9/23/24 stating that the refund will be issued. I appreciate that you spurred them on to take action, I don't believe they would have without the BBB involvement. It seems their operating procedure is to send one to the transfer mill in **** to go around and around and hope we give up.

  I will wait to see if they honor their word.......thank you very much!!

  **** *******

  Customer Answer

  Date: 09/25/2024

   

  I will let you know *******....the BBB has been a good experience.

  I will leave a review. Thank you.

   

  **** *******

  Customer Answer

  Date: 09/25/2024

   

  Smiley Face.................you are welcome!

  Business Response

  Date: 02/25/2025

  It was reviewed and found inspections were not completed as they were contracted to be. A refund was given to the customer on 10/04/24 in the amount of $1,180.00. $600 for 2 years of back flow testing, $450 for the 2023 fire inspection and $130 for the additional service fee the customer had to pay to another company to complete the back flow testing. Invoice #*********

  Business Response

  Date: 02/25/2025

  It was reviewed and found inspections were not completed as they were contracted to be. A refund was given to the customer on 10/04/24 in the amount of $1,180.00. $600 for 2 years of back flow testing, $450 for the 2023 fire inspection and $130 for the additional service fee the customer had to pay to another company to complete the back flow testing. Invoice #*********

  Customer Answer

  Date: 02/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  - Been paying for service for 25 years - Two years ago: Burglary in our ********** location, during which ADT attempted to contact the pharmacy at 3 AM instead of promptly notifying the police, compromising our security.- 5/20/24: ADT representative visited our store to assess our security system. While we do not recall the name of this representative, they assured us that everything was in good working order.- 7/18/24: ******** successfully breached our premises at Future Pharmacy in ******, despite the presence of ADT alarm system. The alarm system failed to trigger on their end, allowing the perpetrators to enter undetected and commit a devastating burglary. This incident has not only resulted in significant financial losses from stolen inventory, including vital medications, but has also shattered our sense of security and safety. I had to contact the police and ADT myself after showing up to work and seeing broken glass and the broken door.ADT representative ***********************, who visited after the burglary, revealed that the previous assessment of our system was inadequate. This admission underscores a pattern of insufficient service delivery despite our long-standing loyalty to the company.

  Business Response

  Date: 07/19/2024

  ADT has forwarded this concern to Everon on 7/17 and they have stated that they would be reaching out to the customer.

  Business Response

  Date: 08/14/2024

  Date Sent: 7/19/2024 1:18:24 PM
  ADT has forwarded this concern to Everon on 7/17 and they have stated that they would be reaching out to the customer.

  Business Response

  Date: 02/27/2025

  We have thoroughly reviewed Ms. ******* account, and the concerns outlined in her complaint. Our records indicate that all proper procedures were followed regarding service calls and system assessments. Each concern raised was addressed promptly and in accordance with our internal policies.
  While we understand Ms. ******* frustrations, there appeared to be a consistent pattern of escalating requests for waived charges, reduced service fees, and additional accommodations. After a comprehensive review of the account and in light of our ongoing efforts to maintain high-quality service for all customers, a decision was made in October 2024 to release Ms. ****** from any further contractual obligations. This decision was communicated to the customer as a goodwill gesture and to allow both parties to move forward amicably.
  We remain committed to delivering reliable service and take customer concerns seriously. We believe the resolution provided is fair and appropriate given the circumstances and our longstanding relationship with Ms. *******

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22011413
  
  I am rejecting this response because: that is beyond frustrating- especially after 27 years of being a loyal customer. ADT not only failed to provide the service, but they dropped us with 2 weeks' notice and the nerve to bill us for their own breach. It sounds like a classic case of a company refusing to take accountability. We had to call so many times to resolve that issue, and we were told that someone will call us back. Fortunately, we have now found another security provider-one that actually values its customers and provides the protection the promise. Unlike Everon, they take security seriously. I hope Everon reconsiders how it treats its customer in the future, but for us, there is no looking back.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 03/10/2025

  Thank you for your response. We understand and acknowledge your frustration, especially given your 27 years as a valued customer. Providing reliable service and ensuring the safety of our customers is a priority, and we regret that your experience did not meet your expectations. Our records indicate that our team made every effort to address your concerns promptly, including multiple service assessments and ongoing communication. We recognize that the resolution did not align with your desired outcome, but the decision to release you from any further contractual obligations was made after a thorough review of your account and with the intention of allowing you the flexibility to seek a provider that better meets your current needs. We appreciate the opportunity to have served you over the years and wish you all the best with your new security provider. Your feedback is invaluable as we continue to evaluate and improve our customer service processes.

• Initial Complaint

  Date:06/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 contacted ADT to perform security monitoring service for our company. We have 2 locations, one in ******, and one in *******. For the ****** location, they came to install the service antenna, but realized they need a bigger one, and haven't been back to finish their install. It has been several weeks since we have been ready for their install and they have had techs on site multiple times but it is still not 100% complete. We have paid for this installation as well. For our ******* location, we have a similar complaint. We put down a $500 deposit for the work and have been going back and forth to understand why they are charging us double for ******* versus ******. I've been trying to contact the sales *** who even confirmed with his boss, *******, that it shouldn't cost double. So I have verbal confirmation from both ************ that the cost should be reduced but we haven't seen any updated proposal. This has been going on for several weeks now. We are ready for them to come and install the service but they are just unresponsive. We need someone to reach out so we can finalize the price and for them to install their service. They essentially took our deposit and haven't been responsive.

  Business Response

  Date: 07/11/2024

  Everon
  *******************;
  *********************
  Please forward to the correct company.

  Business Response

  Date: 02/24/2025

  We sincerely apologize for the lack of communication. We would be more than happy to assist in getting this resolved for you as quickly as possible. To do so we would need more information from you, and we did try to contact the phone number you provided in your complaint, but it was not a valid number. Please provide your first and last name, a full address for the account you stated you made a deposit on, and a good contact number so that someone in the local branch can reach out to you right away.