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Business Profile

Burglar Alarm Systems

AlarmSystemStore.com
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.

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:10/29/2024

    Type:Service or Repair 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.
    Purchased an alarm system from this company after discussing my needs and was given guidance of how the system works and is programmed, but it does not work as advertised. The steps on the guide videos do not work. The alarm system does not work at all. The company does not answer phones and want to be paid for support for something they sold that does not work. Company has ignored my requests for refund and blame me for their non working system

    Business Response

    Date: 10/31/2024

    According to customer service tickets and emails which I can supply if needed, we have been in constant contact with you over the last several days in an effort to help you resolve a technical issue you are / were having with your system. The customer support team requested information from you in order to assist you but for some reason you did not want to provide what support was asking for. Please understand, in order for us to help you, we need information about the specific problem you are having. I see that you were demanding a phone call instead, but a call would not have been helpful at all as we needed to see your problem via video / pictures to properly ascertain the problem. We have a long standing reputation and 100's of reviews that demonstrates our strong customer service and support. We don't require threats in order to help you, we're a willing partner in your security goals. We only ask the same of you.

    I do show on Wed, 10/30 at 5:35pm EST you finally submitted what tech support was asking for and they responded less than an hour later at 6:19pm with the solution to your problem, which you then acknowledged at 6:51pm as solving the problem you had. I do see other various contacts back and forth with questions about activating your services with us, but I see no open issues at this time. As such, I assume your issues have been resolved. If not though, please advise.


    Customer Answer

    Date: 10/31/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me, in the sense that they were in contact with me, but were not offering much help.  I did supply them with all information I had.  Their statement was misleading.  Their customer service is poor.  But I was able to get my issues resolved on my own.

    Regards,

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

  • Initial Complaint

    Date:11/08/2022

    Type:Service or Repair 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.
    The company sold me 4 sensors that they claim were compatible with the original manufacturer. 2 of the 4 sensors did not work correctly out of the box. 1 item they RMAd but the second one they would not replace.

    Business Response

    Date: 11/10/2022

    I am showing an active support case on this issue. We have been working with the customer to troubleshoot the issue to determine if the item is defective. Everything we sell is warranted so there is no issue with returning a defective item. The manufacturer does require us to do an make a few cursory checks before they will issue the RMA.  

    I do show the troubleshooting was completed this morning and RMA is currently pending for the part.

    Customer Answer

    Date: 11/10/2022

    Better Business Bureau:

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


    Regards,

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

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