Complaints

This profile includes complaints for Secure 24's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Secure 24

  2258 Schuetz Rd STE 202 Saint Louis, MO 63146-3425

• 

  Secure 24

  6214 Fullenkamp Dr Plant City, FL 33565-5817

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:04/17/2025

  Type:Sales and Advertising 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.

  My husband and I bought our first house on February 6, 2025. The house we bought had a security system already existent in the home and we were told that because we used our realtor, ******* *******, that we would get a deal for the first year. No new equipment was ever installed in the home, the existent equipment was just turned on, other than the doorbell provided which simply never worked. I was confused when *** charged us $70 after a month of living there, but thought maybe it was a fee to turn the service back on. After being unsatisfied with their service, I decided to switch security systems. When I switched to a new security system, the new company came in and ripped the *** panel off of the wall(still connected) and *** did not call me, nor notify me that the panel had been tampered with. In the event that this was an intruder taking my security panel off of the wall, I would think it would be important to let me know. We had new cameras and a new panel installed with the new company and never received any correspondence from *** regarding missing sensors, tampering with the panel, anything. I called *** on March 18, 2025 and asked to cancel my service and explained the circumstances, where *** told me that it was actually through a 3rd party and not their company (which we were not notified of), but that they could begin the cancellation process. They transferred me to the 3rd party, who hung up. My husband was charged yet again for the *** security, which we no longer even have, so we made a call to *** since we believed we had cancelled the service. We were on hold for an extended period of time and then transferred and the phone was never answered. Theyre saying we owe $1800 in order to cancel the contract, yet we havent even had the system for 90 days and we didn't buy the equipment. The third party dealer, the company Im complaining against, will not even answer the phone.

  Business Response

  Date: 04/17/2025

  To Whom It May Concern,

  To follow up on the case filed by this customer. We have spoken with this customer, and they informed our office on 04/15/2025 that they would like to cancel the *** services. We notified they customer that we would ask to help resolve the issues with the doorbell camera. The customer stated that there was no need since they went with another service provider. We notified the customer that the cancellation request was outside of our 3-day cancellation policy and would be responsible for paying the early termination of 75% of the remaining balance of the alarm service contract. We spoke with the customer again on 04/16/2025 where another request to cancel the service was made. We again notified the customer that if they wish to cancel at this time we would ask for the 75 %balance on contract. The customer stated they dd not know we were an authorized dealer. We notified the customer that it does state on the first paid of the contract that we are an authorized dealer of ***. The customer was concerned because we did not contact the customer when they had the system removed from the property. We notified the customer that if the alarm is not armed it will not report to the dispatch station, and we do not call on tampered devices unless the system is armed. The customer was not pleased. At this time, we would ask the early termination fee of the contract of 75% of the remaining balance on contract to cancel the service. I've attached a blank contract to outline our cancellation policy and confirmation we notified this customer we are an authorized dealer of ***.

   

  All the best,

  Customer Answer

  Date: 04/17/2025

   
  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:05/12/2023

  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 2/22/2023, we called to cancel our account *********** as we are selling our home and moving into a condo. The agent asked if we were moving, I replied in the affirmative. The agent asked if we would like to move/transfer our service. I responded again in the affirmative, but noted we could not due to our condo *** rules and by-laws which explicitly prohibit any alarm systems. The agent noted that they understood and began to process our cancellation.Days after, I started receiving emails from an agent company - repeatedly asked for money. When I explained the situation to them, provided all information requested (call date and time) so they could ask ADT to pull the call transcripts from where the ADT agent explicitly said we would not be accountable for any fees because of the *** restrictions, they stopped emailing and began a harassing call campaign. On 3/2/2023 ADT processed a partial payment for the remainder of my billing period. At this point, we assumed the issue was resolved.On 3/17/2023 I received a call from Secure24 Alarms (impersonating ADT) stating I had an account balance. I called ADT, made a final payment (received a confirmation # ********) and was told the account was cancelled and no more balance due.One day later Secure24 started their calling campaign again.Today, 3/23/2023, I made several calls to ADT. The first agent asked if she could transfer me and sent me directly to Secure24 without warning. The second call to ADT resulted in a different agent "transferring me to a supervisor" nut instead - you guessed it, Secure24 Alarms. This time the agent impersonated an ADT employee, asked specific questions about account and code until I realized who it was. Final call today was to a different agent who stated she could not cancel the account, but the cancellation department could. After waiting on hold for a bit, was told cancellation could not assist. I asked for escalation, and the "Leadership Team" could not help either - despite being told over a month ago my account was cancelled, took final payment (and a couple more), and provided a confirmation code. ADT is not acting in good faith and treat customers worse than any other customer service. The Leadership is either disengaged or doesn't care. It is not surprising so many alternative solutions are doing so well when ADT continues to struggle. All I am asking is that they honor the original termination date and uphold what was communicated to the customer.

  Business Response

  Date: 05/10/2023

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  LVD CONCEPTS INC
  dba: SECURE24
  6214 ***********************
  **********, **, 33565
  
  Please transfer to the correct company.

   

  ADT LLC note: we reviewed the phone call recording where the cancellation was requested & the ADT agent advised the customer that contract termination fees would apply & that they would need to discuss circumstances surrounding potential waiver with the authorized dealer; as they were still under contract with LVD Concepts. The customer was then provided the direct contact number to their authorized dealer.

  Customer Answer

  Date: 05/10/2023

  Full First Name: ****

  Business Response

  Date: 05/16/2023

  To Whom it May ****************************** follow up on the case filed by this customer. We have reviewed the account and see the customer had set up *** service with ********************** on 04/22/2022. When the ADt service was installed the customer signed an agreement stating they would keep the *** services for 36-months per the contract on file. on 03/23/2023 the customer called the corporate office to notify they are moving and would like to cancel the *** services. Per corporates notes the customer stated that the *** would not allow a security service be installed at the new residence. Secure24 hold the contact on file. Since the customer was unable to continue *** services we would ask for 75% remaining balance on contract per the early termination policy attached with this response. At this time if customer would like to cancel the account we would ask the customer to continue the *** services or pay the 75% balance on contract for the early termination charges. please feel free to reach out to ** to further discuss at ************.

   

  All the best

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 19641666
  
  I am rejecting this response because:

   

  This was not was communicated upon initial contact with ADT.  Further, Secure24 employees used deceptive practices by pretending to be ADT multiple times in an effort gather more information and extend the harassing phone contacts.  Upon initial contact, if ADT had explained that the could not accommodate the new restrictions and referenced the cancellation policy, that would have been clear,  Instead, as noted in Secure24's communication, we were informed we would not be charged the fees and we would expect them to hold to what they said.

   

  We all make mistakes and we are asking Secure24 to own theirs and be accountable in this instance.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/25/2023

  To Whom it May *********** style="font-family: Arial, Verdana, Helvetica, sans-serif; font-size: 12px;">
  
  
  To follow up on the case filed by this customer. We have reviewed the account and see the customer had set up *** service with ********************** on 04/22/2022. When the ADt service was installed the customer signed an agreement stating they would keep the *** services for 36-months per the contract on file. on 03/23/2023 the customer called the corporate office to notify they are moving and would like to cancel the *** services. Per corporates notes the customer stated that the *** would not allow a security service be installed at the new residence. Secure24 hold the contact on file. Since the customer was unable to continue *** services we would ask for 75% remaining balance on contract per the early termination policy attached with this response. At this time if customer would like to cancel the account we would ask the customer to continue the *** services or pay the 75% balance on contract for the early termination charges. please feel free to reach out to ** to further discuss at ************.
  
  

  All the best,