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:02/26/2025

  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.

  This will be my second issue with this organization and it is for the exact same thing. The previous claim number was #********. They auto drafted my account and without my permission once again. Please review the email that is attached. Due to the issues with this organization, they reduced my monthly payment due to their error, which is proof that they made a mistake and that the claim I made against them was true. It seems to be the same person, whose name is ****** *****. I asked ****** to speak to his superior and I asked what was the superior's name and he would not provide that information. I then told him that if that's the case, then I will record the call and speak to an attorney regarding this. From there he stated that he could no longer help me (as if he was anyway) due to me stating that. This company is not properly handling my account. The email dated on Tuesday October 8, 2024 at 11:46am states that my card has been deleted and will not be charged again unless I decide to add it back. The account is automatically set up for me to receive notice once payment is due and once I pay, I will receive an email once the payment is processed. They have once again went against an agreement. ****** is the cause of this, since the very beginning and he is still not properly handling the account. ****** continues to state that it is in the contract, but would not listen as I was stating that it changed, due to the issues that he caused months ago. Let the record state, that I have been manually paying my account since then, so for my account to randomly be auto drafted again and without my authority is baffling. After going back into my email, his superior's name is ***** *********. I am still awaiting her call.

  

  Business Response

  Date: 03/07/2025

  Were sorry to receive this complaint as we value Ms. ******** as a Top Tier customer. Since Ms. ********* last complaint, her account has not been auto drafted. However when she makes a payment on the account , it automatically saves the payment information into her account. For the previous transactions she has made, shes completed them before the auto draft would automate. This time, though, she did not make the manual payment before the auto draft date and thus the card was automatically charged. This is part of our system that cannot be undone. We previously communicated with Ms. ******** in October 2024 how to avoid the auto draft which she has been doing up to this point. However, all of our customers are set on an auto draft and this was included in the contract she signed at the time of sale. To accommodate her, she told her the way around that and for her to be able to make personal payments but this time, as it was done behind schedule, it triggered the auto draft. There is no negligence that has occurred with this customers account. Further, as a demonstration of our commitment to Ms. ********, we lowered her payment to compensate for any inconvenience and frustration she may have experienced but it was absolutely in no way an admission of guilt or wrongdoing on our behalf. She also contacted us and spoke to ****** who answered the phone - he did not contact her and was not responsible for what occurred in the slightest. We apologize for any confusion but reject any claims that any wrongdoing occurred. We have done nothing but try to accommodate Ms. ******** throughout our business dealings with her, and have completely upheld our contractual obligations to her as a customer. 

• Initial Complaint

  Date:02/06/2025

  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.

  It was during the summer. A young man by the name of **** saw that the security company we were with wasn't working, but the doorbell did work. So not an issue for us. I believe I told **** I wasn't happy with the other company, but I didn't want to switch either. **** continued and before I knew it... he had signed me up to switch to Top Tier. **** had also said that Top Tier would cut me a check to buy out the other security contract. NEVER RECEIVED THE CHECK. I called Top Tier about the check they were supposed to cut; they had no record of it. I WANT OUT OF THE CONTRACT BECAUSE I WAS SCAMMED INTO SIGNING UP WITH THEM. The young man that came to install the equipment took the doorbell camera off and I believe he broke a wire to the doorbell. Our doorbell stopped working after he tried to install a new doorbell camera. They need to come get their equipment and cancel our contract with them. A refund needs to be issued to my daughter, ******** *****.

  

  Business Response

  Date: 02/11/2025

  This customer signed up with ********************** back on May 24, 2024, and the equipment was installed on her property on May 31, 2024. We are unsure why now - almost one year later - they are trying to claim that they were "scammed" into purchasing the system despite being a customer for 9 months now. We have no record anywhere in this customer's file of offering to provide them a check for the buyout of the other system. And if this was an issue, we are unsure again why it is now being brought up 9 months after the fact. We reiterated this to the customer on a phone call where we explained we have no record anywhere of the sales person offering this customer a check, which is why it was never sent. Further, we have the signed contract from this customer on the date of sale where they fully agreed to all the terms and conditions with our company and was sent the application to complete themselves. We are unsure what prompted this sudden complaint from this customer but all of the claims of being "scammed" are extremely false and without any merit. 

  Customer Answer

  Date: 02/11/2025

   
  I am rejecting this response because:  Thank you for giving me the dates because I could not remember exactly when I was signed up by Gage for Top Tier Security.  The guy pushed me into it after I told him no.  Then he said they would buy out from the other company I already had security and did not buy out from AMP smart.  I was lied to.  When the young man came to install the equipment,he broke the doorbell in the house we rent when he went to install the doorbell.
  
  When I called Top Tier Security, all they would tell me there was no record of the buyout. Now Im paying for both services when I am only receiving one.
  
  I am elderly and feel I was taken advantage of.  It was too stressful for me, and I could not deal with it.  It should have been dealt with the first time I called.
  
  
  
  
  

  

  Business Response

  Date: 02/12/2025

  We vehemently reject the claim from this customer that they were "lied to" as they have been a customer for over 9 months and are now just complaining. If they truly felt there was dishonesty that occurred, they would have brought it to our attention at the time of sale or any time in the previous 9 months, but they have not. Further, in regard to the claims made about the doorbell, we went out on June 4, 2024, to service the doorbell and replace it but were told from the homeowner to "leave it" because they wanted to keep it. We did attempt to fix this for her but she refused. We have no idea why this customer is now trying to claim that our transaction with them was anything but upfront and honest. We have no phone call or email attempts from them at any point up to this complaint of them indicating in any way their dissatisfaction with their service, the interaction with the sales representative or our company. We apologize if this customer feels there has been any miscommunication but we believe that this customer just no longer wants to pay for their service and is trying to find a way to finagle out of their contract. Top Tier has completely upheld our contractual obligation to this customer and been nothing but upfront and honest with them throughout our entire business relationship with them. We reject any claims from this customer that are contrary to this. 

  Customer Answer

  Date: 02/18/2025

   
  I am rejecting this response because:
  **** TOLD ME I WOULD BE CUT A CHECK BY TOP TIER SECURITY IF I SWITCHED TO TOP TIER SECURITY FROM AMP SMART.  THAT IS THE ONLY REASON WHY I SWITCHED.  NINE MONTHS IS A LONG TIME TO WAIT FOR A CHECK THAT **** PROMISED.

  

  Business Response

  Date: 02/20/2025

  As stated previously in our responses and to this customer over the phone, we have no record of this ever occurring. If our sales representatives offer to buy out a system, we have record of it on the customer's account and send the check the same day or the next day after the sale. However, in the nine months since this system was sold, we have no record of a buy out ever taking place and, as such, that is the reason we did not send this customer a check. We have no record of that being offered to this customer and especially not now, nine months later. We have done all we can for this customer and communicated all of our dealings with them. The check was not sent because we have no record anywhere on this customer's file from the point of sale to today that this buyout check was ever offered to this customer. 

• Initial Complaint

  Date:01/22/2025

  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.

  1st transaction: ********************** # of Solar Panels 11/7/2023, After several hours with the door-to-door salesmen, I signed a contract with Top Tier for solar panels to cover my electric usage and be placed in the centered on the roof. It took many phone calls/texts over 4 mos. to activate the system. Neither goal was achieved. I have a loan over $26000 for the panels. I pay Dividend $110.33 a month plus pay my local electric company up to $75 a month. This totals more than I had paid on electricity before the panels.I have emailed/called them put got no response.Second Transaction: Security System Malfunctioning Hardware 12/9/2024, a quality control manager, texted that a *** had to look at the inverter and run an update on the ** hub. 12/17/2024, the *** couldn't activate the hub. But she spent hours at my house calling my electric *** and security co (buy-out cost $900) She said it was doable; they would send me a check. 12/26/2024 The technician fixed the hub. He started installing security hardware before I gave permission and was given financial details. A *** called stating that I would have a 10 yr. loan for $4200 over 8% interest rate. I told the phone *** that I didn't know it was a loan. I thought it was going to be just a monthly service fee. Since the equipment was already in the process of being completed. I felt that I had to agree. I called the company a few days later to discuss this loan and ***ort that the security doorbell and breakage alerts were not working. The doorbell only rings outside, which cannot be heard in the house. When I set the security alarm at night, my phone would wake me to ***ort a breakage but there was no breakage. I wanted to cancel the loan and the security system. Only ******** loan *** looked into it but called again to say they couldn't help. No response from Top Tier. Top Tier did send a $900 check to buy out Brinks security system. Not cashed because I have been trying to cancel this security system.

  

  Business Response

  Date: 01/24/2025

  This is Top Tier Security Solutions, a residential and commercial smart home security system sales and installation company. As such, we cannot speak to the solar system or any information pertaining to that in this complaint. However, as it relates to the claims made about the security system, most of them are untrue. This customer was sold a ********************** system by a representative visiting her home on 12/18/24. The customer agreed for Top Tier to buy out her old Brinks system and get a new Top Tier system in its place. The system was then installed on 12/26/24. The customer was then sent a check for a total amount of $920.00 for the system buyout on 12/30/24, which was cashed. That directly disproves the customer stating that the tech installed the equipment without her agreeing to anything. Further, on the day of sale, this customer completed a Welcome Call which she consented to being recorded on. During this call, she verbally agreed the equipment included in the package she purchased, 24/7 monitoring service, and even addresses the loan stating I understand this loan is $4,200, what happens if I pay that off ahead of time. Does my monthly payment still change? This directly contradicts that she was unaware that there was a loan associated with this purchase. Additionally, she was sent a contract to her email at the time she completed the application on the day of sale. As such, all of the claims made by this customer in this complaint are directly contradicted by our recorded welcome call with this customer, our contract with this customer, and other documentation we have from visits and phone calls with this customer. Top Tier vehemently denies any wrongdoing with this customer or that we were not clear with our proceedings with them. We are happy to provide the recorded call and a copy of the contract if needed. 

  Customer Answer

  Date: 01/26/2025

  I am rejecting this response because: the original contact that I agreed on was the updates to the equipment . It was not to purchase a security system. The *** that arrived could not get it panel to work so she said that they would need to send out a tech. The tech was scheduled for that ***air on Dec. 26.  Then she looks over my electrical bills and called my electrical company to see why my electrical bills have been increasing. No one was available to discuss it, so she gave me a list of questions that I should ask to see if I was receiving Solar credit. Later she mentioned the security system and I informed her that I am under contract with ******. Then she called ****** for buyout contract info. She said $930 and that it was doable.  I said that it would be nice to have the bills in one place, but I was not informed before the installation that would be a loan. Or state that I had agreed to switch security systems. I received a call after the installation was almost completed.  I stated then that I hadnt been aware that it was a loan but felt obligated since the equipment had been installed and Brinks equipment had been uninstalled.
  I called top tier a few days later to ***ort that the doorbell only rings outside of the house - not in my house. I also ***orted that the security system sent alerts of breakage throughout the night.  So, I do not understand your response. I never received any response about the unusable equipment. I also spoke with Goodleap several times. ******* said on 2 different calls that he could also contact your company about the equipment that is not working. But I still received no response from Top Tier. But I am seeing charges in my bank account from this company.
  Attached you will see the reason for the Dec. 18th appointment. There are also images of the check that I had received but did NOT cash BECAUSE the security system that was installed does NOT WORK! As you can see from the check images, they were taken today.
  
  

  

  Business Response

  Date: 01/29/2025

  We spoke with this customer and the lender, ********, on a recorded conference call yesterday, Jan. 28. During this call, we scheduled a service to resolve any issues she has with her system and reiterated the numerous attempts we made to contact her previously. The call went well and to our knowledge, this issue is resolved with this customer. 

  Customer Answer

  Date: 01/29/2025

   
  I am rejecting this response because the tech came today and was able to adjust the settings on the **** break but could not resolve the video door bell. He could not get the doorbell to ring in the house. He said that someone was doing some research into why it wasnt working. He tried to reinstall my old doorbell but he couldnt. He said that the original doorbell had a mounting plate that broke when he removed it in Dec. I had to go to ***** and purchase a new doorbell. He said that he had another call but he could comeback to remove the To Tier video doorbell and install my newly purchased doorbell. I cannot see why I am billed over $4000 for equipment that doesnt work. 
  
  

  

  Business Response

  Date: 02/03/2025

  We offered to reimburse the customer for the cost of the doorbell since we can not get it to operate and also stated we could have a manager go to her house to address any other issues. She rejected both offers. She remained unwilling to work with us, and stated she was going to get a lawyer, to which we told her at that point we would be unable to communicate with her directly. We have attempted to appease this customer and provided her with multiple workarounds, and additional support but she remains uncooperative. Top Tier has completely upheld our contractual obligation to this customer and gone above and beyond to assure our commitment to her. There is nothing else we can do assist her if she is unwilling to work with us. 

• Initial Complaint

  Date:11/08/2024

  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.

  My existing inverter needed to be serviced and possibly replaced. I contact them for their sole purpose and they send someone from security . They wanted to charge me $500 to run a diagnostic on my inverter . The inverter was under warranty. Instead of paying them I sunk could signe up for a security package . The salesmen slipped in a loan document . I never knew I had signed a loan document or anything. I never knew I took out a $3100 loan so I didnt have to pay $500. The security package , is two door sensors ( have never worked ) 2 smoke detectors and an LED screen . My inverter is still not replaced nor anything . They wont do anything . Be careful they are scammer .

  

  Business Response

  Date: 11/14/2024

  Were sorry to receive this complaint as Ms. **** has become a valued customer of Top Tier. However, the details of this complaint are simply false. The customer contacted us to examine an existing inverter from a system she has from a separate company. Upon contact, we informed her of our maintenance program and how our program works when you join. The benefits included in becoming a maintenance customer was presented to the customer with the cost. This customer decided to move forward with becoming a customer, signing the contract at multiple points and were emailed a copy of the contract. We have no record of this customer attempting to contact us to cancel, and no record on any of our call logs that indicate this customer has ever called in regarding a service request. We apologize if there was a misunderstanding, but all of our records indicate this was an extremely straight forward transaction with this customer who chose to move forward with our maintenance program and pay the fee associated with it when presented with the option. There was no wrongdoing in any shape or form that occurred with this customer as this was a straight-forward, clear transaction with this customer who knew what service they were getting when they contacted us.

• Initial Complaint

  Date:05/14/2024

  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.

  This business uses deceptive sales tactics to take advantage of elderly and vulnerable customers. My 92 year old grandmother worked with their solar company to install panels on her home. They convinced her to take out a significant loan, promising tax reductions. They provided her with several rounds of paperwork. One of the recent things they sent her was a security contract for the other part of the business, their security side. She was misled to understand that it was part of her required solar agreement. She signed online, and her computer literacy is extremely limited, so it was not an effective or fair means to review a contract. This contract locked her into 5 years with no reasonable option for cancellation with a recurring $25/month fee. To cancel, they offer she pays 75% of the remaining contract. The only service this provides is that it will automatically call the fire department if the fire/carbon detector goes off. We have called and explained the situation and while customer service is cordial, they do not offer any exclusion.

  

  Business Response

  Date: 05/22/2024

  The claims made in this complaint are completely disingenuous and false on their face. First, this complainant is not a customer of Top Tier in any respects. The individual they are making this complaint on behalf of met with a representative from Top Tier Security Solutions who set her up with a home security system. This is completely independent of her solar system. During the meeting with the representative, this individual appeared completely coherent and of sound mind, indicating exactly what product and service she wanted in her package with our company. At that time, this customer went through the agreement, filled out the application and agreed to all the terms and conditions on their own free will. Further, the claims that Top Tier Security Solutions is not honoring this customers wish to cancel is completely false. Top Tier Security Solutions cancellation policy states, You may cancel this transaction, without any penalty or obligation, within three business days from the above date. This customer failed to cancel her contract within the three allotted business days, so as such, if they wish to cancel at this time, will need to pay the fee associated with cancelling outside of the allotted window which is 75 percent of the remaining balance. Top Tier Security Solutions vehemently denies any claim from from this individual or anyone on their behalf that we may have in any way taken advantage of an elderly individual or lacked any transparency as it relates to our system or services. As stated prior, this customer seemed completely of sound mind at the time of sale. Top Tier Security Solutions has completely upheld our contractual obligation to this customer. 

• Initial Complaint

  Date:04/30/2024

  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.

  A man identifying himself with a fake name, ***************** has been knocking on doors in my neighborhood, attempting to sell smart security systems he intends to finance with customers for $3,420 + $50/month monitoring. I sent him away, but he appears to have attempted to submit the credit form I began to fill out. I refused the service, despite his sleazy offer to defer payment for 24 months. He returned 2 days later, knocking on my door very aggressively, and *** received no less than a dozen calls from the ******************* area since. These phone numbers all trace back to no owner and are through Onvoy LLC and Commio LLC, which are not BBB accredited telecommunication companies. This extremely concerning behavior cannot possibly be legal. The fellow refused to leave his card, but I received an email from this company requesting I set up an account and provide additional information.

  

  Business Response

  Date: 05/06/2024

  We strongly refute all of the claims made in this complaint. Top Tier Security Solutions has no connection to the businesses named in this complaint and has never heard of this occurring for any of our customers or potential customers. We have no connection to this person's concerns or claims. 

• Initial Complaint

  Date:03/04/2024

  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.

  Allow me to begin with my transgression. ******* that signed me up signed my initials on ALL my required signatures but the last one. I saw it, but said nothing, so that's my fault. However, he did what's called a takeover, meaning since I own my equipment I wouldn't be needing their equipment except for a new panel. Yet now I have a bill for $3180 for equipment. My ADT bill was $68, and according to ******* who signed me up, I would ONLY be responsible now for payments of $39.99/month, but now I am being charged for equipment and the service from Top Tier. I NEVER would have switched providers had I known my bill would go up from $68 to a total now of $105.99. My purpose in switching was to decrease my bill by $28 per month. They did pay off $309 with ADT, which I told them I am willing to pay back, but they are adamant about not letting me out of this contract.

  

  Business Response

  Date: 03/07/2024

  ************************ is a valued Top Tier Security Solutions customer, and we apologize for any misunderstanding or frustration that he may have encountered. However, this customer entered into a loan with a third-party lender to obtain financing for all the security equipment. Any and all concerns as it relates to the amount of the loan he entered into with them for the $3,180 he references should be addressed directly with the lender. It is outlined in the contract ************************ signed with Top Tier Security Solutions that there is a $39.99 monthly monitoring fee associated with his system. However, Top Tier Security Solutions cannot speak for anything as it pertains to the loan and, again, advises ************************ to consult the lender directly. Lastly, Top Tier Security Solutions has upheld all of its contractual obligations to ************************, and continues to do so.

  Customer Answer

  Date: 03/08/2024

   
  I am rejecting this response because this representative clearly deceived me and was conscious of it. I repeatedly mentioned to him that my reason for switching from ADT was that I would be saving $40 a month. He had to know that my rate would go up because he was adding equipment. He also stated numerous times that this was a takeover, and since I owned my equipment, there wouldn't be a need for their equipment.   I called yesterday, March 7, and the representative said she spoke with a manager named ****, and he promised to call me back, and that never happened. It's clear that this company works on the premise of deceit and lies. It is more than fair that to get out of this contract, I'm willing to repay them the $309 they gave me to pay off ADT. I spoke with ******, asking them to provide me with a breakdown of the cost of all their equipment that I have. He gladly said that would not be a problem, and I would have that information in five minutes. I never received the email. I spoke with ************, and they are willing to give me a loan release, but they need from Top Tier the cost of the equipment. I'm a disabled veteran on a fixed income, and never would have switched to a company for the exact same service and pay $66 more than I was paying. When I reached out to the rep about the panel he installed, not telling me when the doors were locked, he promised to call the office and get a tech to come to the house. Much later, when I repeated this to *****, who signed me up, he stated that it was a simple fix that could be done remotely. To this day, no rep has come by, and the same issue exists. This is a horrible way to treat anyone, especially a veteran who has put his life on the line so that people like them can enjoy a peaceful and safe life at home. I really wish they would end this debacle and do the right thing. I will simply not go gentle into the night.
  
  

  

  Business Response

  Date: 03/25/2024

  Top Tier has contacted this customer and are working with him directly to resolve his concerns.  However, additionally, much of the information provided in this response is misinformed. The customer did switch from his previous company to ours, and in doing such, required the need for new equipment. Once the equipment is paid off, this customer will only have to pay for the monitoring service provided by Top Tier, which is the only fee this customer acquired with Top Tier. As such, this monitoring fee is, in fact, lower than what he was paying for the previous company. We have spoken with this customer over the phone and are working directly with him to correct any misunderstanding that *** have occurred and properly address any other concerns that *** arise. 

  Customer Answer

  Date: 03/26/2024

   
  I am rejecting this response because: ************ is just not sincere at all. A major part of this complaint is that since this is what they call a takeover (meaning I wouldn't need their equipment), then they put in their equipment and all of a sudden have a bill for over $3000 for equipment. To further show how dishonest they are, I have been literally begging them to provide me with the financial information relevant to the equipment that I am having to pay for. It's clear that for some reason, they are refusing to give me that information, which I believe is clearly is my right. Why are they refusing to tell me the monetary amount of the equipment? Something very shady is going on with this company. I absolutely want nothing to do with them. They repeatedly make promises that they do not keep. From the day they installed the pad I asked them to come back out to have the system tell me when my doors were locked. It's been over a month, and after countless promises, they have yet to rectify this situation. ***** called me on the 19th claiming she is the niece of the owner. She promised me to call back the very next day, that call didn't happen until 25th. I see zero attributes of this company, and don't want to deal with them at all.
  
  

  

  Business Response

  Date: 03/27/2024

  This customer was sent a full breakdown of the cost of his system on March 26, 2024, via email and text message. Further, we have attempted to have multiple calls with this customer to which he has hung up or been unreasonable. Top Tier Security Solutions has completely upheld our contractual obligation to this customer and been fully transparent on the service that Top Tier Security Solutions provides. His security system is operating exactly as was designed. We have repeatedly informed him that his concerns regarding the loan for his equipment need to be handled directly with his lender as Top Tier Security has no insight or control over that aspect as it is with a separate company. We have attempted to appease this customer but he stays adamant to be unreasonable. ************************ has presented no reasonable or just grounds for his complaint. 

• Initial Complaint

  Date:02/05/2024

  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.

  On January 16, **** Top Tier Security took a loan out for $2400 in my name through Wiseteck that I was unaware of. They came to my house to discuss a security system. It was explained to me that if I let them install a security system it would be completely free for the first three months, afterwards it would be $53 a month. Nothing was ever discussed about a $2400 loan with Wiseteck, with payments of over $100 a month for 2 years. One of the employees by the name of **** had my phone for a long period of time supposedly to download an App, this is when he had to of submitted for the loan. I didn't become aware of it till Wisetech contacted me about when my payment was due. I explained to them that I was unaware of what had happened. I immediately tried to contact *************************. I left voice-mail and text messages he never returned my call. I eventually was able to speak to ******* days later, she transferred me to **********************. He proceeded to tell me that he wasn't here so he didn't know what happened, but that I had 3 days to cancel and I was past that. I explained to him that it had taken me several days before I was able to talk to anybody about it. He told me there was nothing he could do for me. Let me reiterate I did not take a loan out with Wiseteck for $2400 it was done without my knowledge. I am on Social Security disability and would never had agreed to such a thing. I did not sign any loan papers or speak with anyone at Wisetech about it at the time because I didn't know what Top Tier Security had done. I was taken advantage of and mislead. I would also think that what they did was fraud. I have also filed a dispute with ********. I would like to get this resolved before it effects my credit.Thank you Sincerely ******************************* ************

  

  Business Response

  Date: 02/25/2024

  Top Tier has spoken at length with this customer over the phone and was able to resolve their concerns. We explained the miscommunication and then refunded this customer the full amount of $2,400 as a courtesy. We value *********************** as a Top Tier customer and apologized for any misunderstanding or inconvenience that *** have occurred. However, we vehemently deny any claims from *********************** that Top Tier took advantage of her in any way. Our sales representative was very clear of the process with *********************** and what our services include. 

  Customer Answer

  Date: 02/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 

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

  
  

• Initial Complaint

  Date:01/12/2024

  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 have had issues with this company since my business with them first began. Initially, we just had issues with the features that our sales person told the system would have, versus the features that our system actually offered. Eventually, we got this resolved, but it was Thanks to a representative from the Solar side of the company, not the security side. Now, we have been misled yet again, as we were promised for our previous issues that we had previously that we would be getting three years of free monitoring for our security system, and now *********** has taken this back, and said that they never offered us those three free years, even though I have a text from a representative of the company stating that we would be getting the three free years.

  

  Business Response

  Date: 01/16/2024

  Customer satisfaction is our greatest priority, so we are sorry to this customer for any misunderstanding or frustration they *** have encountered. However, the text that is supplied does not match the agreement we have on file signed by **************** himself. **************** entered into a contract with Top Tier Security Solutions where he signed and agreed to monthly billing for the monitoring of his security system. Top Tier Security Solutions systems and administrators have no documentation, signed or otherwise, that states **************** was to receive any amount of monitoring for free. Per his contract, he agreed to the monthly monitoring fee as soon as his contract began. We have included a copy of the signed contract to this response where you can see **************** agreeing to said monthly monitoring fees. Again, we apologize to this customer for any misunderstanding that *** have occurred.

  Customer Answer

  Date: 01/17/2024

   
  I am rejecting this response because:
  
  I understand what my original contract says, however, as I stated, in my initial complaint, there were issues with my system notarized after my signing of that contract, due to the fact that Top Tier *************** me about the features their systems were able to offer. As a result of this inconvenience, I was later offered the three years of free monitoring. As shown in the text from a Top Tier representative.
  

  

  Business Response

  Date: 02/02/2024

  As previously stated, Top Tier Security Solutions has no record of any promotion - especially three years free - being offered in any official capacity. What we do have is record of the contract executed by this customer that agrees to the monthly monitoring fee and understanding of the service he was getting. We are committed to this customer and want to continue to work with this customer, but cannot verify that this complaint is valid. Again, we have no record of our sales representatives offering this customer a promotion of any kind, and cannot confirm that these text messages are legitimate. We are willing to work with this customer, but refute his claims that he was offered three years of free monitoring as that is never something we have offered in our business. 

  Customer Answer

  Date: 02/02/2024

   
  I am rejecting this response because:

  I was told repeatedly by this company that I would be getting three years of free monitoring, despite what they may say. They claim that they cant verify the legitimacy of the text message, I showed us proof, is ridiculous as it is easy to show who a phone number belongs to, and they very well know that that phone number belongs to a representative of their company. This company has no interest in working with anyone, they simply wish to lie to their customers, repeatedly and scam them in any way that they can.

  As I previously stated, I am aware of what my contract says, however, due to being misled about the features that their system offered, it was later in our dealings that they offered me the three years of free monitoring. 

  As further proof, that the pictures I initially provided before we were legitimate, and from a Top Tier representative, I have attached a screenshot of a text message from this representative, where they stay their name, and talk about our dealings with the company. Notes that the phone number is the same as in the screenshot from my previous text screenshots.