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:11/29/2022

  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 was referred to *** by **** **** ****** after closing on a home. For days and weeks this company continued to contact me to sell me service. After speaking with ******* and ******* several times I finally agreed to the service with an agreement that the 99.00 will be returned right away after installation and not the 30 days I found out about after the fact. I explained to ******* and ******* I needed to make sure the refund for the 99.00 and the first month, initially offered, was processed right away. The day before the system was installed someone called to take the payment. I verified then if I was getting everything promised. The caller connected me back to ******* who authorized a post void and didn't explain it would be billed to me. He also ensured the refunds would come right away. When the system was installed the technician was supposed to leave an additional key fob, I was also told that they would notify my insurance company with the certificate and it wasn't done until speaking with **** on the 19th. What's immoral about ***** business is the lies most of the representatives gave. I couldn't believe ***** ********* denied me a manager after asking more than five times. Another issue that took place was when **** told me she was transferring me to corporate and transferred me to customer service again. I am livid at this point because nothing has been resolved other than the key fobs being mailed to me. I was promised my refund of 98.00 + the first month several times. It's been 2 months and I still haven't received that nor the additional first month I was promised by **** after advising I was gonna file with the BBB. She said she was from corporate and another month would be included in the refund. I gave them a chance to resolve this and it hasn't been. I will not recommend the *** brand because I have nothing good to say about the experience I received. *** ******** is the company over the liars I have dealt with.

  Business Response

  Date: 11/30/2022

  To Whom It May Concern,

  To follow up on the case filed by this customer. We have spoke with the customer and notified her that we have her on our rebate wall to cut and send out a check to cover the customers first two months of monitoring. We have notified the customer that the rebate wall is reviewed at the beginning of each month and will be cut and sent out in the next few weeks. Customer was please with the response. We will follow up with the customer once we have confirmation that the rebate check has been cut and sent out. 

   

  All the best,

• Initial Complaint

  Date:11/16/2022

  Type:Product 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 contacted Secure24 ADT prior to the closing of my home in October. The sales rep offered me FREE installation for all doors on my home and asked me if I knew how many doors I had on the new house. I told him I was unsure the exact number and he asked for an estimate. I estimated 5 doors and he said, " That is fine, if there are more the technician will take care of them, for no additional charge". He stated that I would be charged $99 dollars for initial installation and that I would receive a $99 REFUND immediately after installation and a REBATE of $100 within 45 days of installation. On installation day, the technician counted 7 doors and agreed to install the two additional door sensors with NO additional charge. 2 week later, I never received my REFUND of $99 as promised by the sales rep. After calling, the customer service line stated that my REBATE was applied to pay for the additional door sensors and that they do not do REFUNDs. I asked to speak to a supervisor twice and on both occasions the sales reps stated that there was no one available to speak with me for 24HRs!!!! I asked to cancel my service due the breach of contract on their behalf and they insisted I pay $1500! Still have not spoken to management and it's been 3 days. This is worst customer service I have ever received, and I would like my money back IMMEDIATELY!

  Business Response

  Date: 11/16/2022

  To Whom It May Concern,  To follow up on the case filed by this customer. We have spoke with the customer and apologized for any misunderstanding. We offer installation for 99$ down and a 100$ rebate after the installation. At the time of the installation the customer had two additional doors that needed to be covered by sensors. We cover as much equipment cost as possible for the customer but if additional items are installed the customer is able to utilize the rebate to cover the cost of the additional equipment. After reviewing the profile we see the technician offered to cover the cost of the equipment and customer to keep their rebate. Customer was under the impression that we offer the rebate and a refund of the 99$ which is not accurate. We offer the 100$ rebate to cover the cost of the 99$ installation fee but we do not also offer a refund of the 99$ and a rebate for 100$, apologized for any confusion. We have processed a refund for the 99$ back to the card on file to speed up the rebate process. 

  All the best,

• Initial Complaint

  Date:10/24/2022

  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.

  8/9: I called Secure 24 as I was selling the home. The agent I spoke to stated that I would not incur a charge as long as my account was going to be transferred under the buyer’s name within the next 30 days. The buyer transferred the account to their name as advised. 10/7: The business sent an automated email asking me for a new address to transfer my service. They asked to be emailed or called back. I emailed back with what the representative promised me. NO ANSWER. 10/13: automated email warning of a cancellation penalty linked to my account plus threat of the account being forwarded to their Collections Agency. “we are authorized to attempt to collect this penalty via the provided billing method. This payment is set to be collected within the next 2 weeks.” Which makes it sound like, firstly, they are going to charge me with or without my approval and that no action is needed. Secondly, that they are not willing to keep the promise of not charging me. Thirdly, the buyer is already being charged for this account and the business wants me to pay a second time, therefore doubling its revenue for this property… I reiterated via email what I was told and asked to be sent a final bill I never was provided. NO ANSWER. 10/18: They sent 4 threatening texts (on my old phone number) about a bill to be sent to a collection agency. 10/20: automated email “account is set to go into collections within the next week thus negatively impacting your credit. Please be advised that once the account is sent to the collections agency we will no longer be able to assist you. Failure to arrange payment on this account may result in legal activities being pursued against you.” I emailed once more. NO ANSWER. They want me to pay but do not write me how much, and then threaten me for not paying. This is non-sense. No one shall be held responsible to pay a bill that a business refuses to issue. To this day I have never received a written track of that bill or what I supposedly owe.

  Business Response

  Date: 10/26/2022

  To Whom It May Concern,

  To follow up on the case filed by this customer. We have reached out to the customer multiple times but sadly was only able to leave a voicemail. Upon reviewing the account this customer set up ADT services on 12/18/2021 with a 36 month agreement. The customer called in to the corporate office because she was moving and asked how to go about cancelling services. The corporate office notified the customer to have the new tenants in the home set up ADT service and they would cancel the account with out penalty. Since the account was through our dealership we would ask the new tenants to set up the service with us since we hold the contract on file and not the corporate office. The new home owners did set up ADT service but it was not with our office it was with the corporate office. Since the new homeowners did not set up new services with us we would ask the customer to set up new ADT services at there new property or pay 75% of the remaining balance on the contract to cancel the service. All the best,

  Customer Answer

  Date: 11/02/2022

  Complaint: ********
  I am rejecting this response because:

  1. I had called 24 Secure ADT to explain I was moving.

  I, as well as the new owner, followed all the instructions we were given by 24 Secure ADT to the letter, to avoid the cancellation fee. The ways 24 Secure ADT and ADT go about setting up accounts and diving their customers is beyond our responsibility. 24 Secure ADT cannot simply change their instructions as they wish to match their desires to obtain cancellation fees. 
  
  2. I received a new threat email from 24 Secure ADT but still no invoice/final bill. Same conclusion: I cannot pay a bill I have not received.

  Other point as the business claiming they tried to reach out via phone is not valid for the following reasons:

  I currently do not have a valid phone number (therefore never received their calls). Henceforth, why I have been communicating with them via emails (a mode of communication they invited me to use in their threat emails) that they still to this day, do not respond to.

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

  Business Response

  Date: 11/08/2022

  To Whom It May Concern,
  
  To follow up on the case filed by this customer. We have reached out to the customer multiple times but sadly was only able to leave a voicemail. Upon reviewing the account this customer set up ADT services on 12/18/2021 with a 36 month agreement. The customer called in to the corporate office because she was moving and asked how to go about cancelling services. The corporate office notified the customer to have the new tenants in the home set up ADT service and they would cancel the account with out penalty. Since the account was through our dealership we would ask the new tenants to set up the service with us since we hold the contract on file and not the corporate office. The new home owners did set up ADT service but it was not with our office it was with the corporate office. Since the new homeowners did not set up new services with us we would ask the customer to set up new ADT services at there new property or pay 75% of the remaining balance on the contract to cancel the service. We have attached our cancellation policy above.

  All the best,

• Initial Complaint

  Date:10/20/2022

  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.

  *** by proxy owns this issue. They sub-contract the installation and first three months of support. The real issue here is with their ****** area installer *** Concepts. **********. They didnt call/show on original date, gave me a camera that was useless with the *** control panels, no call/show to swap out, I had to repair the lock they installed on back door and I have called and am waiting for a call back from a supervisor 4-5 times now. *** said they had no records of calls (I have multiple screenshots). As a matter of fact I had *** corporate on the phone when I was relaying the awful service, and the *** rep put me on a hold to speak with ***. The *** *************** up on the *** rep, and he said absolutely we are canceling. *** needs to be exposed and is trying to threaten me into paring the balance of the contract.

  Business Response

  Date: 10/07/2022

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  LVD Concepts Inc.
  6 Liberty Sq,
  ******, MA, 02109-5800
   **************
  
  Please forward this on to the correct company.

  Business Response

  Date: 10/24/2022

  To Whom It May ****************************** follow up on the case filed by this customer. We have spoke with the customer about the issues listed below. Customer was upset due to having a system malfunction and had a scheduled service appointment but it was not with our office it was with our corporate office. Customer was upset about the missed appointment. Customer requested to cancel and stated that the account was already being cancelled out by corporate ***. We spoke with the customer and went over how the contract on file is with our office and not the corporate office and if he was looking to cancel we would ask a penalty to be paid of 75% of the remaining balance on contract. Customer did not agree to pay and stated he just wanted it cancel. We went over how we would ask for a service call to fix any issues with the equipment since it is warrantied but customer denied service call scheduled. At this point the account is canceled and we would ask to reactivate the *** services or if customer wishes to keep it canceled we would ask for the 75% remaining balance on the contract be paid.

   

  All the best,

  Customer Answer

  Date: 10/27/2022

  Complaint: 17921344
  
  I am rejecting this response because:

   

  That is complete and total fabrication of having a scheduled appointment with ADT corporate to swap out a malfunctioning piece of equipment.  Per ADT, Secure 24 handles the first 3 months of customer onboarding and all service needs.

  Secure 24 and their contractors showed blatant disregard to the most basic of customer service principles- they failed to show up 2 out of the 3 times they were scheduled to be onsite, and didn't even have the courtesy to call.  

   

  Multiple calls were made to the *** Concepts phone bank, and to this point I am still waiting for a 'supervisor' to call me back.

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

  Customer Answer

  Date: 11/07/2022

  I am writing in response to the business response. They absolutely fabricated a lie that I had an appointment scheduled with corporate ADT for Saturday June 25, 2022. 

  I was able to produce my cell phone bill that shows a call to LVD concepts on 6/22 for 17 minutes which is when they scheduled the Saturday visit. 

  This outfit is very deceptive and really gives a bad impression of the home security industry.
  

  Business Response

  Date: 11/22/2022

  11/22/2022: The consumer called to cancel their account, which we explained the cancellation policy stating the 75% remaining balance fee at that time. This account has been sent to collections.

• Initial Complaint

  Date:09/20/2022

  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.

  I was contacted by Secure 24 directly after closing on the purchase of my house in June. A tech was scheduled for the first week of June of 2022 to install service. This was called a service transfer as we were already with ADT at our previous address of **************************************************************** rep ***** informed me on the initial call that our "activation fee" of $99 would be waived since we were existing customers who were just transferring service to our new address ********************. This phone call took place on June 1st of 2022 Upon the day on installation, June 8th of 2022, the installation tech charged me the "waived" $99 activation fee. I questioned why and also called ***** because this went against what I was told. I was informed that I would get the credited back to the Chase card used. I will add, the installation tech upcharged me $1200 for more sensors that I decided to finance. A month goes by and it is now July - No refund for the $99 activation fee has been posted back to my Chase card. Naturally, I call the guy who told me that I would be getting a refund - *****. In that phone call, ***** told me that now, I would be getting a check in the mail for the "$99 activation fee" and this takes ***** business days. As frustrated and mislead as I was, I said OK and accepted that I would be getting a check in the mail.It is now September 20th and I have not received any form of check/credit/refund for the "$99 activation fee" that I was originally told I was not going to be charged for! I called in and spoke to customer service - after waiting for five minutes, they came back on the line and informed me that the "$99 activation fee" would be applied to my financing for the additional sensors... I DO NOT HAVE THAT IN WRITING ANYWHERE! NONE OF MY PAPERWORK FROM 6/8/2022 MENTIONS ANYTHING REGARDING THAT AND THE PEOPLE I HAVE SPOKEN TO UNTIL TODAY MENTIONED NOTHING - ACCORDING TO THEM, I SHOULD HAVE HAD A CHECK This is pure deceit and fraud.

  Business Response

  Date: 09/21/2022

  To Whom It May ****************************** follow up on the case filed by this customer. We have spoke with the customer and he notified us that he did not get a rebate for the 99$ activation fee as promised. After reviewing the account we see that the customer did not get a rebate as promised. We have refunded the 99$ back to the card on file to resolve this issue. The customer was pleased with the response and understands it will be back in their checking account in the next 24 hours.

   

  All the best,

  Customer Answer

  Date: 09/22/2022

  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:09/13/2022

  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.

  Adt installed a security system in the house but it is not operating correctly. for example the system wont add users and my wife still has no active user herself. Also the installation of the security system was only partially done where some sensors and panels are not active. When contacted adt threats to charge full contract (24months?) for the cancellation

  Business Response

  Date: 09/12/2022

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  LVD CONCEPTS INC
  *********************************************************************-1506
  **************
  
  Please forward this on to the correct company.

  Business Response

  Date: 09/19/2022

  To Whom It May ****************************** follow up on the case filed by this customer. We have reached out to the customer a few times last week and left the customer voicemails but sadly have not been able to speak with the customer. We will continue to reach out to the customer to try to resolve the issues listed below.

   

  All th ebest,

• Initial Complaint

  Date:08/31/2022

  Type:Delivery 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.

  My ADT contract included door sensors, indoor sensor and indoor camera. During the initial setup, I was told indoor camera was on backorder and it will be installed when made available. Few months past by and I did not receive the camera. I called customer service again to have camera installed but on the day of installation.I received a call stating camera is still on backorder. My payment was lowered to ***** since was camera on backorder but since April 2022, I am being charged ***** again. I called ADT many time but I keep getting transferred from one to person another. I have disputed the charges on my credit card. If ADT cannot provide me with a camera then I should not be charged for those services. Since dispute is filled with my credit cards. I want ADT to resolve this matter either by providing the camera or only charge me for the services provided

  Business Response

  Date: 08/28/2022

  
  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  LVD CONCEPTS INC

  DBA: SECURE24

  ************************************************************
  **************
  
  Please forward this on to the correct company.

  Business Response

  Date: 08/31/2022

  To Whom It May ***************** follow up on the case filed by this customer. We have reviewed the account and see the customer was installed on 10/25/2021. At the time of the original install we had offered to install 1 5 inch touch screen keypad, 5 door contacts, 1 motion detector and one doorbell camera which was all provided at the time of installation. Customer had requested to add a indoor camera to the system. At the time indoor cameras were on back order due to shipping issues. When the customer called back to get a update on the indoor camera they were outside of our 90 day service window and we no longer had access to the account. We did not charge the customer for the camera nor did we owe the indoor camera to the customer due to it being a add on device that was not in the original package. Speaking with the customer we advised they would need to purchase the camera through corporate ADT at this point due to it being outside of our 90 day service window. We have provided the customer with corporates ADT number ************* to reach out and get the indoor camera added to the system.

   

  All the best,

  Customer Answer

  Date: 08/31/2022

  Complaint: 17637627
  
  I am rejecting this response because:
  
  
  The original contract was for indoor camera and door sensors. This is the first time, I am hearing my contract included door bell camera . If this is true why would ADT reduce my rate for the first six month when I complained about missing indoor camera and made me a follow up appointment for installation of indoor camera. I was never charged for camera equipment which is only thing ADT got it right in this response. But why would I get charged for camera to begin with if it was included in the initial contract. Please refer back to all call log related to my account. I have never made any complains to ADT about for bell camera. This is so frustrating about this company. 
  Sincerely,
  
  *********************

  Customer Answer

  Date: 09/22/2022

  09/22/2022: Mediator left a detailed voicemail for the consumer requesting an update on how they would like to proceed.[CR] ************ continues to give me a big run around transferring me from one department to another, no resolution. I want them to reduce my bill for door senors only, or to cancel this contract at no cost to me.

  Business Response

  Date: 09/27/2022

  09/27/2022: Mediator sent an email to the business requesting an update.

  09/29/2022: [VMR] This is ***** with secure 2480 P reaching out about complaint ID ********. I looks like it's in mediation. So I wanted to reach out see if we can get that cleared up if you could give me a call back best number to reach me at ************. I will be in some trainings this morning, but if you leave me a voicemail. I'll follow back up with you as soon as I get that thank you.

  09/29/2022: Mediator left a message with answering service for *****.

  10/05/2022: Mediator sent an email to the business.

  10/05/2022: The consumer received the ring door ****, but the interior camera was on back order. This account is currently being handled by corporate. The consumer has not made payment for 3 months, no further adjustments will be made. Our company will reach out to the consumer regarding past due balance.
  

• Initial Complaint

  Date:08/31/2022

  Type:Product 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 am a new ADT customer and shortly after signing a 3 year contract with them, they control panel stopped working. I called customer service on 7/21/22. Immediately was put on hold for almost ************************************************************************ troubleshoot the panel and then said please hold. I was on hold for another 30 minutes and then was told to leave a message. On 7/22/22, I went online to chat with a live agent. Waited another 30 minutes, soon as I asked a question they ended the chat. I called the corporate office in ******* and explained the situation to a person that answered the phone. She then sent me to the same call number for customer service at which time I hung up.

  Business Response

  Date: 08/30/2022

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  LVD CONCEPTS
  *************************************************-1834
  **************
  
  Please forward this on to the correct company.

  Business Response

  Date: 09/01/2022

  To Whom It May ****************************** follow up on the case filed by this customer. I have reviewed the account and see this customer was installed on 06/21/22. The customer was reaching out to the corporate office of ADT and not the dealer that set up the account. The dealer is responsible for all service calls an repairs for the first 90 days of service. We have scheduled and replaced the faulty radio on 07/28/22 and the system looks like it is in good working order. Customer was notified to reach out to the dealer at ************ with any further issues that *** come up.

   

  All the best,

• Initial Complaint

  Date:08/29/2022

  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.

  I moved out of my residence at ****************** on January 10th, and called in to cancel my services with ADT as I was moving back to my parents house. I was sent to multiple departments, and told it would be cancelled. I continued receiving notifications on my cell phone of activity at the house i left such as when a door was opened or closed (not very safe for the new owners of the residence). I called ADT again in February, March, April and May requesting the same thing and being told it was handled. In June, I called yet again and was treated very poorly by a rep who taunted me over my request to now have the fees ive been continuously charged refunded because i kept requesting the cancellation. I called back again that same day and got a very helpful rep who promised me she would have it cancelled and have the refund processed for ********June billing (total of $324). Over this past weekend, i received alerts on my phone for alarms going off and a call from ADT about the alarms going off. We told them we dont live there and the new couple does not want ADT services and we attempted to cancel for the past 6 months. I called again today on 7/20 and still cant get a resolution.

  Business Response

  Date: 08/28/2022

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  LVD CONCEPTS INC

  DBA: SECURE 24
  8 THE GREEN
  *****, **, 19901-3425
  **************
  
  Please forward this on to the correct company.

  Business Response

  Date: 08/30/2022

  To Whom It May ***************** follow up on the case filed by this customer. We have made attempts to contact this customer but sadly we have not had a call back. Reviewing the account is see this customer was installed on 10/18/2021. Customer requested to cancel the account on 01/10/22 due to moving back home. With the contract on file we would ask the customer to set up new services in the home but due to it being the customers parents home we could not due so. Since the customer wanted to cancel we would ask for 75% of the remaining balance on the contract. We have reached out to the customer multiple times but sadly did not get a call back about the cancellation penalty. After multiple attempts to reach the customer without hearing back from the customer we have sent the account to collections. I have attached the cancellation policy above.

   

  All the best,

  Customer Answer

  Date: 08/30/2022

  Complaint: 17595408
  
  I am rejecting this response because:

   

  i have called the company multiple times and spoken to multiple reps who promised to close the account with no cost due to all the hassle. 
  
  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/01/2022

  To Whom It May ***************** follow up on the response of this customer. Customer had moved to a different property and requested to cancel out the account. We asked the customer if she was setting up the *** services at the new property. If customer continued the *** services we would have waived all cancellation penalty due to continuing the services. The customer stated that was not a option due to moving back in with a relative and did not own the home. At that point we have requested the customer pay the early termination fees to terminate the services outlined in the important terms and conditions in the contract on file. We had made multiple attempts to contact the customer to notify them of the early termination charges and to collect the payment but sadly we did not hear back from the customer. At this time the account has been sent to collections for the 75% remaining balance on contract. 

   

  All the best,

  Customer Answer

  Date: 09/02/2022

  Complaint: 17595408
  
  I am rejecting this response because:
  
  I have multiple conversations with this company between March and May trying to handle this while still being charged for a residence I didnt live at. 
  
  one of my last calls I was promised no termination fee and a refund of the months I requested cancellation but was still charged due to the constant back and fourth along with a taunting situation from one of their employees
  
  

  i even called in June to ask to switch service and gave it installed at my new residence to avoid all their hassle and they never showed up for install!
  

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

  Customer Answer

  Date: 09/12/2022

  09/12/2022: Mediator left a detailed voicemail for the consumer.

  Customer Answer

  Date: 09/15/2022

  09/15/2022: The consumer moved to a new address and requested we cancel her service before completing her contractual agreement. Our early cancellation terms are clearly stated on our contract.

• Initial Complaint

  Date:08/26/2022

  Type:Product 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.

  They have a predatory business model of forcing you to sign up for a 36-month contract with only a 3-day right-to-recission clause. My alarm system has not functioned since day 1 and I have spent multiple days waiting around for a technician to show up for a scheduled time. Literally the worst customer experience I have ever had with a company. And the worst thing is that I am stuck with the contract unless I want to pay a 4-figure breakage fee

  Business Response

  Date: 08/29/2022

  To Whom It May Concern,

  To follow up on the case filed by this customer. We have spoke with the customer about the issues below. Customer was upset due to the system having a low battery and sensor tamper. It looks like we scheduled a few service call we had to reschedule. We have spoken with the customer and offered to schedule a service call for 08/30 to fix issues with the sensors. We have also offered the customer a refund for the first month of services due to the issues. Customer agreed to the service call and refund of a month of monitoring.

   

  All the best,