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:02/22/2025

  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.

  On January 3 2025 I had Secure24 authorize dealer for *** company come out to install home alarm system to a property I purchased. When I confirmed service to be installed and paid $99 back in late december of 2024, I was told that I would receive my down payment of $99 back af a refund check 30 days after the installment date which would start after January 3 2025. Company also stated that I would not have to pay first month down payment until the next following month Feb 3, 2025 in the amount of $56. January 14 *** customer service reached out to me in regards to my account stating that I had a bill that was due in the mount of $56 for my first month of service and I informed them that Secure24 stated that I wouldn't have to make my first monthly payment until Feb 3, 2025. *** *** stated that wasn't true and that all customer have to pay for their first month of service a month in advance. I went on telling them I paid $99 for the install and that I was told that I would get that back 30 days from the date of my install, so ADT joined a 2 way call to secure24 to get an update of what happened in regards to payment and statements that was made to me for service. Secure24 apologize for any for the information that was giving to my and that they would give me $56 back in a refund in the amount of $156 because I would have to pay the first month of service to ADT, so I agreed to do so with the verbal agreement that secure24 stated that I would receive check about 1 week of Feb, 2025 no later than week 2 of Feb. 2025. I've contacted Secure24 week 2 due to no check had arrived and I was told that the check take 4-6 weeks to arrive and that it was on its way to me and that if I haven't received it by the 3rd week of Feb. 21, 2025 they can refund my money by method of payment that i used to pay for down payment with them. I called today which is Feb 21, 2025 to Secure24 to inform them that I haven't received check and they stated it takes 6-8 weeks before it's sent.

  Business Response

  Date: 02/24/2025

  To whom it may concern,

  To follow up on the case filed by this customer. We have reviewed the account and see this customer was installed on 01/03/2025. We have spoken with the customer about the rebate offered of $156, We were notified by the customer that they have not received the rebate check. We notified the customer that it typically takes 4-6 weeks from the time of the installation for the rebates to be sent out. We notified the customer that the rebates have been delayed due to the recent weather in our area and given an updated time frame of 6-8 weeks due to the issues. The customer was not pleased with the delay of the rebate checks. We apologized for the issues the customer has had with receiving the rebate but assured the customer they will receive it and be updated once it is sent. We have advised the customer the rebate should be sent out shortly.

  All the best,

  Customer Answer

  Date: 02/24/2025

  Complaint: 22975779
  
  I have reviewed the business' response and am rejecting it because: due to the nature of misrepresentation to have customers as myself believe what was the process of signing up and getting an refund, because the representative stated to me and my wife not only once but twice with to different time frames when we would receive the rebate check and knowing it was an inconvenience. We were told that the rebate could be refunded to the method of payment we used to sign up with their company. The communication from this company representatives have been nothing but misleading and yet the third time we contacted the company just for the representative by the name ****** tells us it normally takes 6-8 weeks for the rebate checks to process and due to the weather its a delay with checks and it hasnt been sent out, but we will get it for sure. We feel this company policy methods works as an insurance company where you pay into it in order to get any sort of guarantee out of it. Nothing that this company has stated to us has been true to statement before installation on the 3rd of January 2025. Company stated no money for first month but yet we paid company states we can use rebate to pay next month bill for service and that didnt happen which we paid also. If this was a normal business transaction to where we as the consumers understand that no rebate was involved and account needed to be paid upfront than lead with that and not misleading information just to have a customer sign up that didnt contact them in the first place. Refund our card that we used to make payment with would be much easier than waiting until its best for the company to do so. The consumer is on the back end of the stick because there is an 3 year contract in place, so if we wanted to end the relationship between us and them then we would have to pay 75% of the contract to end it. If company agrees to end contract without us having to pay whats owed for the remaining months then we would gladly not accept rebate to end service with company. If company isnt willing to do so to end contract then please forward payment of $156 to method of payment used to sign up for service.
  
  
  
  Sincerely,
  
  ******* ***** **

  Business Response

  Date: 02/25/2025

  To whom it may concern,
  
  To follow up on the case filed by this customer. We have reviewed the account and see this customer was installed on 01/03/2025. We have spoken with the customer about the rebate offered of $156, We were notified by the customer that they have not received the rebate check. We notified the customer that it typically takes 4-6 weeks from the time of the installation for the rebates to be sent out. We notified the customer that the rebates have been delayed due to the recent weather in our area and given an updated time frame of 6-8 weeks due to the issues. The customer was not pleased with the delay of the rebate checks. We apologized for the issues the customer has had with receiving the rebate but assured the customer they will receive it and be updated once it is sent. We have advised the customer the rebate should be sent out shortly. Sadly, we cannot refund the card on file for the full amount due to us only running the activation fee for 100$ and the rebate being for $156. We will have to send a check this week for the rebate. 
  
  All the best,

• Initial Complaint

  Date:01/30/2025

  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.

  Got in contact with LVD Concepts through ADT for outdoor camera install October of 2024. Cameras were installed second week of October 2024 and immediately had issues. We were told **** issues after contacting the sales rep ***** where Spectrum did check out the issue finding we have more than sufficient WIFI. I was supposed to receive a call back for a technician to come out but never did. From October to January we have had nothing but issues with the camera feed. Mid January of 2025 I did contact ***** again about a technician which was scheduled for 1/23/25 in the time window of 1:30-5 pm. The technician was a no call no show. I once again contacted ***** 1/24/25 about the no show technician and was told I would receive a call back. Today 1/30/25 which is a week later I called and asked to speak with a manager about this issue and the call was immediately dropped. The service is absolutely terrible with this company especially for paying all equipment cost upfront. Im hoping to get a refund on the junk equipment I was sold to put toward a new system with a different company. At this point I want no help from LVD Concepts and for this business to own up to the terrible service they have provided.

  Business Response

  Date: 02/03/2025

  To Whom It May Concern,

   

  To follow up on the case filed by this customer. We have reviewed this account and see this customer was installed on 10/04/2024. During the original installation the technician did not have enough wire to wire one of the 3 outdoor cameras installed. Our office had scheduled a return service call to finish wiring the last camera and mount it on 10/17/2024. After the service call our office was not notified of any issues with the system until 01/20/2025. Speaking with the customer the customer requested to return the camera purchased. We advised the customer that we do not return equipment purchased outside of 30 days from the time the services were activated. We advised the customer to reach out to the corporate office at ************* get assistance with the camera issues due to being outside of our office 90-day warranty window. The customer was not open to troubleshooting the device or scheduling an appointment. At this time, we would advise the customer to reach out to the scheduling team at ************* for further assistance with resolving the issue with the cameras.

   

  All the best,

  Customer Answer

  Date: 02/04/2025

  Complaint: 22878653
  
  I have reviewed the business' response and am rejecting it because:
  
  I in fact did set up a day on 1/24/25 to have service time to fix the problem through calling your office and speaking with *****. The technician was a no call no show. I then called ***** back and was told I would receive a call back for the issue where a week went by with no response. Obviously your business needs the money for the junk equipment way more than I do. Your service is trash and I wish you the best with your s*** poor customer service. what is the point in telling customers to call back with absolutely any problems after installing and selling them equipment when you do literally nothing to help them out? You have literally tried not to resolve anything at all and have gave us the responsive. Its not our problem since its been 30 over 30 days. That is a s*** poor way to run a business. 

  
  Sincerely,
  
  *** *****

  Business Response

  Date: 02/11/2025

  To whom it may concern,

  To follow up on this case filed by this customer again. Our customer care team was not notified the customer was experiencing any issues with the system after the service call to install the cameras on 10/17/24. Since our office was not notified of any issues with the camera a service call was not scheduled. At this time, we are more than happy to assist with scheduling a service call with the corporate office since the warranty on the equipment is now with their office. Please feel free to contact our office for further assistance at ************.

  All the best,

• Initial Complaint

  Date:01/14/2025

  Type:Sales and Advertising 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.

  I previously filed a complaint against this company and was not able to respond to the company under claim #********. I never signed a contract, when provided with a copy of a contract there was a generic computer signature. I have emails showing that I had *********************************************************** not signing. I spoke to a male who said that someone wouldve been at my home to check on the system in December and that never occurred. today I spoke to ********* who said that may have been someone from corporate. This has been nothing but a run around. The most important point is that I never signed a contract.

  Business Response

  Date: 01/20/2025

  To whom it may concern,

  To follow up on the case filed by this customer. We have spoken and sent this customer the contract on file. This customer had cancelled services outside of our 3-day cancellation policy. We notified the customer that since the account was cancelled for stop payment the services cannot be reactivated. The contract was signed on the installation date 05/11/2024 with a pre-loaded selected signature by the customer via Doc u sign. At this time, we would ask for 75% of the remaining balance of contract.

   

  All the best,

• Initial Complaint

  Date:12/07/2024

  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.

  I purchased a 7 year old house on September 27, 2024. The previous owner had a security system installed. However, the contract had expired. I received a solicitation call from *** asking me if I would like to activate service. They said that they would replace any outdated equipment free of charge. I was quoted a monthly charge of $45.99 for service. I was told that there would be an installation charge of $99 plus tax. I authorized the payment via credit card. When the installation tech arrived at my house, I was informed that if I wanted all security boxes on all windows replaced, it would be an additional $100 per window. The original quote that I received only covered boxes on 4 windows. This was not disclosed to me when I paid the installation charge. I told the tech that I did not wish to proceed with the installation of the system. Installation did not take place. In the paperwork that I signed, it does not indicate that the installation charge is non refundable. Secure 24 refuses to refund my money, and has kept money for an installation that never occurred. Total charge was for $105.56

  Business Response

  Date: 12/09/2024

  To whom it may concern,

  
  To follow up on the case filed by this customer. We have reviewed the account and see this customer had cancelled at installation and did not move forward with installing the security services. We have contacted the customer and refunded the account the activation fee due to cancellation of the services. The customer was pleased to resolve this issue. 
  All the best,

• Initial Complaint

  Date:11/07/2024

  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.

  I signed up for what I thought was *** ***************** for my home security. I never received any bills and ended up getting cancelled. I received a letter, an email and text messages telling me to contact ADT corporate ************* to be reinstated so I did. The technician came out reconnected my service and all was well. I then keep receiving threatening letters, emails and texts about going to collections. When I call I get one man on the phone who was BEYOND RUDE and not helpful. I call back and get a guy named Will who said he can see the account in the system but that doesn't matter because I have a contract with them. Which is crazy to me I followed the instructions got my service reinstated and these people are threatening to send me to collections. I now know that Secure 24 is NOT ADT and they are a dealer. This entire process has been misleading and a scam. I have contacted my attorney and my next step will be to file a lawsuit. How is it I do what I am instructed have active *********** and these people are trying to send me to collections. This company is not ethical and indeed a rip off.

  Business Response

  Date: 11/08/2024

  To Whom It May Concern:

   

  To follow up on the case filed by this customer. We have spoken with the customer and apologized for the inconvenience caused by this issue. Reviewing the account, we see the account was cancelled on 10/17/24 we were reaching out to the customer to notify them to reactivate the *** services or if they would like to cancel the service, we would ask for the early termination fee of 75% of the remaining balance on contract. Speaking with the customer they notified us that they contacted the corporate office and reactivated the services as of 10/30/24. We notified the customer that no cancellation penalty would be due because the services were continued. The customer seemed pleased with the response.

   

  All the best,

• Initial Complaint

  Date:09/04/2024

  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.

  Signed up for ADT system that was free install. Tech showed up and right away here comes the up sell. We did decide on some sensors for the windows and an additional smoke/co detector. Total price ****** in witch we agreed, not realizing it was for the next who knows how long months. Second charge hit the bank and got our attention. Called and was told thats our payment for the upgrades well over 3k. Never would have agreed to that.Now im stuck.Do not use ADT

  Business Response

  Date: 09/09/2024

  To whom it may concern,

  To follow up on the case filed by this customer. We have spoken to the customer. The customer was unhappy about the price of additional equipment. The additional equipment included 10 additional shock sensors to protect the windows and add on smoke and carbon combo. These devices were outside of what was offered for free with setting up the security services. During the installation on 08/02/24 the customer signed and agreed to the additional cost and to break up the charges for additional equipment into a flex payment agreement over four months. The customer was upset due to the price of additional equipment stating he could find it cheaper. We informed the customer that it was professionally installed and warrantied as long as he had the security services. We provided the customer with the flex agreement on file agreeing to the flex agreement charges. At this time the customer has 2 payments set up for the next 2 months to pay off the add on cost of equipment that we would ask the customer to pay per the agreed upon arrangement.

   

  All the best,

   

   

  Customer Answer

  Date: 09/09/2024

  We never would have agreed to a 3000k up grades. The original system was all free with a higher monthly fee compared to others, thats why choose ***. Typical ************* scheme textbook.

  Was told the upgrades were going to be 1200 split into two payment's. I remember arguing with my wife we didn't need it, so there's no way we would have agreed to double that. No wonder they have horrible reviews.

  I guess I'll jump on the *** ***** band wagon. Wished i listened to my gut feelings.

  Next step will be the AG's office and consuner afairs.

  Really hate being taken advantage of.

• Initial Complaint

  Date:08/16/2024

  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.

  The representative told me it would be free to put my alarm system in and their employee keeps harassing me calling my phone first he just walked in my door saying my son let him in with my son didn't he just walked in my house was standing in my living room when I came down my steps now he didn't lock my ADT account and I'm tired of this two supervisors already contacted me and said that somebody would be out to put my alarm system in he didn't lock my account on purpose his name is *************************** and the supervisor said it would be free to put my system in *********************************** he keep harassing me on the phone and I don't have time for this I still don't have my alarm system the other supervisor's name is ******** I talked to him too and still don't have my alarm system

  Business Response

  Date: 08/19/2024

  To Whom it may concern,

  To follow up on the case filed by this customer. Reviewing the account, we could not find this customer in our system with any of the information that was given. This customer may have had a representative from another office or the corporate office. We would like an opportunity to help resolve these issues. Please feel free to call our customer service line at ************ for further assistance.

   

  All the best,

• Initial Complaint

  Date:08/16/2024

  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.

  On 7/25/2024 I had an ADT home security system installed by Secure24. Both the sales representative and the technician assured me I would be able to arm this system with ****** Home, just like the system I previously had prior to this purchase. I relied on this information when agreeing to their contract. On 7/30/2024, I called about not being able to integrate the system with ****** Home and was told to wait 24 hours and try again. On 8/13/2024, I called about the same issue, and the tech support who answered was confused and thought I was asking about the camera integration. Once we clarified that was not what I was talking about, he said he would have to do research and get back to me. On 8/15 I called back and asked for a status update and was told they would call me back. On 8/17, I called for a status update, and the person who answered the phone told me that their support had already answered my question and that the integration could not happen unless I purchased cameras through them. At this point, I informed the person on the phone that I would like them to come to uninstall their equipment and give me a refund since they fraudulently misrepresented the capabilities of their system in order to get me to sign a contract. The person on the phone insisted I was still bound to the contract despite their fraud and that cancelation of service would result in me having to pay the full price for the equipment and 70% of the value of monthly payments for the next 3 years. This is on top of the fact that their website advertised a 6-month money-back guarantee.

  Business Response

  Date: 08/20/2024

  To whom it may concern,

  To follow up on the case filed by this customer. We have spoken with the customer and apologized for the issues the customer is experiencing. The customer was interested in linking the security service application to the ****** home application to be able to control the system. Our previous **** were uninformed on how to do the process. We have reached out to the customer today 08/20 to let the customer know we can link the two applications. We tried to assist the customer, but it was not offering permissions due to not being at proper package to link the applications. We offered to upgrade the package at no additional cost to help resolve these issues. The customer was not willing to accept any further assistance and requested to cancel. We notified the customer that we are offering to help resolve the issues but if denied and the customer wanting to cancel the services, we would ask for the early termination fee of 75% of the remaining balance of the contract. The customer was not please and terminated the call. We would love an opportunity to further assist with resolving these issues the customer is experiencing.

   

  All the best,

  Customer Answer

  Date: 08/28/2024

  Secure24 reached out to me and we were able to reach a solution.

• Initial Complaint

  Date:07/16/2024

  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.

  Speaking with Secure 24 Alarms, we asked about transferring our current ADT service. The Secure 24 rep said ADT doesnt transfer service. The rep said ADT only sets up new accounts for new addresses. After the call with Secure 24 Alarms, my wife calls ADT and *** says they do transfer service. There are perks to transfer instead of activating new. ADT says theyre unable to transfer our service because Secure 24 Alarms has a dealer lock on the address. We would need to call them back and cancel the pending installation. I called my rep with Secure 24 Alarms and left a message. I never received a callback. I called the 1800 number, the rep told me she canceled the upcoming installation. I ask for a confirmation email and was told theres not an email for cancellation. The following day, I received an email confirming my upcoming installation. The initial rep provided inaccurate information. Im not receiving callbacks. It seems like theyre refusing to cancel my pending installation.

  Business Response

  Date: 07/17/2024

  To Whom It May ****************************** follow up on the case filed by this customer. We have spoken with the customer and apologized for any misunderstanding. The customer informed us that he was looking to do a transfer of service with the corporate office and wanted to cancel the appointment for a new installation with our office. We have placed a cancellation on this customers account and have released the hold on the account. The customer was pleased with the resolution. 

   

  All the best,

• Initial Complaint

  Date:07/05/2024

  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.

  On July 1, 2024, an ADT Technician was dispatched to my home to complete a scheduled install. Before arriving, the technician called to let me know they were on the way and asked for a DocuSign verification code that was sent to my phone. After hanging up with the technician, I received an email stating that an ADT contract was completed (signed). This action was not completed by me. This contract was signed by the technician using my UNAUTHORIZED signature. I have yet to receive a new / clean contract for me to review and sign for myself! This is completely unacceptable and is a FELONY! Please beware of this company and fraudulent actions being done to get your business.

  Business Response

  Date: 07/08/2024

  To whom it may concern,

   

  To follow up on the case filed by this customer. We have spoken with the customer and apologized for the inconvenience this issue has caused. Speaking with the customer we offered to provide a Glass break sensor, shock sensor and a carbon detector to help resolve these issues. We have installed these devices for the customer on 07/05 and sent the customer an updated agreement to sign. The customer was pleased with the resolution and will be keeping the alarm services.

   

  All the best,

  Customer Answer

  Date: 07/08/2024

  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,
  
  TC