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Business Profile

Security Systems Consultants

Acadian Total Security

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Acadian Total Security's headquarters and its corporate-owned locations. To view all corporate locations, see

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Acadian Total Security has 2 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 0 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:12/05/2022

      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.
      Continue to have issues with alarm system at the office. Users assigned codes are unable to get into the office, we are very dissatisfied with the system and price for the system to not work correctly. I’m getting calls constantly from agents unable to get into the building because user codes not working, everyone is having to use master code to get into the building, defeating the purpose of providing security with individual codes. Now everyone has the master code. Unacceptable.

      Business Response

      Date: 12/15/2022

      On December 13th our Tech supervisor and another tech went to the site. We have been in contact with the manufacturer of the system and are completely reprogramming the system so it will work correctly.

      Customer Answer

      Date: 12/16/2022

       
      Better Business Bureau:

      Everything has been fixed and corrected. And I'm very pleased with the quick response. thank you. Please close out complaint.


      I have reviewed the response made by the business in reference to complaint ID 18523742, and find that this resolution is satisfactory to me.

      Sincerely,

      **** ******

    • Initial Complaint

      Date:05/20/2022

      Type:Billing 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.
      I am being charged $999.75 for remainder of contract and $239.94 for Aug-Dec 2021 for service in my house that is uninhabitable due to 2 hurricanes and 1 freeze. It has literally been gutted.

      Business Response

      Date: 05/23/2022

      Good Morning,

      This is the fourth time that this customer has been placed with outside collections. They had two sites with us at one point, they have now both been placed with collections. In January of last year Ms. ******* went on FB and made comments about being placed with collections as well (site 1). We called and spoke to her and tried to explain the amount of times we attempted to contact her and the ways we attempted to contact her. We do not have any notes of her contacting us in reference to Hurricane damage, except for a note in a service ticket on 4/1/21 for a Late to Test signal. The note states "the house is completely gutted. Its going to be at least 3 months ---". The notes show that we continued to attempt to contact the customer regarding the balance until 12/7/21. After the customer not getting back with us she was placed with outside collections on 1/7/22.

      We have attempted to make contact via phone call, text, email & letters. She was placed for a total of $1,199.70.
      (Monitoring) 8/1/21-12/31/21 @ $39.99= $199.95  + (Remaining Term) 1/1/22-1/31/24 @ $39.99 = $999.75

      She was placed w/ collections in:
      2017
      2018
      2021
      2022

      Please note that after the note about the house being gutted was made, the customer did make two more payments on the account on 5/5/21 & 7/7/21





      Customer Answer

      Date: 05/27/2022


      Complaint: 17223235

      I am rejecting this response because:

      The agreements are written incorrectly. Manipulated date, incorrect address on one agreements, not my signature on one agreement, etc. One contracting even stating $29.99/annually so where is my refund?

      Feel free to do what you feel what you must do. In the meantime. I will do what is necessary to get this taken care of. These agreements are to be followed as written and you are attempting to ignore that aspect.

      Sincerely,

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

      Business Response

      Date: 06/01/2022

      Based on the facts of the situation, Acadian Total Security sees no reason to not enforce the protections afforded to Acadian Total Security under the legal contracts currently in place.

    Acadian Total Security is BBB Accredited.

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    This business has committed to upholding the BBB Standards for Trust.

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