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Business Profile

Security Systems Consultants

Lighthouse Security of Topeka, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Security Systems Consultants.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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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  • Initial Complaint

    Date:04/18/2023

    Type:Product 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.
    During the last week of Dec 2022, we had some contractors in our home while we were away, and they accidentally tripped our alarm system. They called us immediately to let us know what happened. We waited for the call from the Lighthouse monitoring company but they never called and the police were not called. Extremely concerned, we called the monitoring company to determine why we were not contacted. That is when we were informed our system had not been working for months and they were well aware that it was not working because it was no longer communicating with the monitoring company. Our system was impacted by the 3G cutover but we were never told. No one from Lighthouse ever attempted to contact us to let us know our system needed to be upgraded. We were very upset that we had been paying for a service for months that unbeknownst to us, we were not receiving. We were no longer under contract and because we were not receiving any service from them anyway, we stopped paying the bill until we could decide how to handle it. We were finally able to contact Lighthouse in April and were told that we would not get any sort of refund for the period we were paying for a service that we were not receiving. I am flabbergasted that a company thinks it is ok to continue to bill for a service they are well aware they are not providing and expect the customer to be ok with it. Heaven forbid if we had been broken into during the timeframe in which we were paying for monitoring service that we were not receiving. Even if Lighthouse had tried to get ahold of us last year to upgrade our system (which they didn't), the minute they were unable to continue providing the service due to technology changes, they should have STOP BILLING US! We believe we should be given a refund from the point in time they stopped providing the service we were paying for. Which again, we are not even sure when that was because we were never contacted. We just know it was "months" prior to Dec 2022.

    Business Response

    Date: 05/10/2023

    I spoke to Mr. ****** several months ago when he called in to determine why his trouble light had been on since they had started their remodel. We determined that it had to do with the 3G twilight where they were starting to shut down those towers. In the situation of a trouble condition on a system, we explain to the customer if they can't determine the cause of a trouble to call us so we can identify it. In all cases except communications troubles, they will be notified of the trouble by the central station. Comms troubles are the exception due to the fact that it can't notify the central station. Mr. ****** told me that the trouble light had been on for a while, they were in the process of a remodel and decided they would address it after that. We had no idea there was an issue with the alarm because it couldn't notify anyone. Had the customer called in when the trouble light first came on, we would have figured out what it was and been able to address it accordingly. I offered to upgrade the customers cell phone module at no charge as a means to compensate them for the issue. He said he would discuss it with his wife and get back to me.

Lighthouse Security of Topeka, Inc. is NOT a BBB Accredited Business.

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