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:03/29/2025

  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.

  U S Alert Security provided monthly security monitoring ($***** mo) of my previously owned home for over 10 years. I contacted them on October 11, 2024 to terminate security monitoring as I had sold the home. I was instructed by them to send a letter via US Mail (no email!) stating my termination intentions including my name, date , phone number and the address of the effected property ( *********************************). The letter I wrote was hand written because my printer was not working properly, but I did take a photo of the envelope with my phone. Approximately October 17, 2024 I was contacted by US Alert that my letter had been received and the security monitoring would be terminated as we discussed. In December of 2024 I moved to ******* where I began cancer radiation treatment which I feel contributed to my not paying closer attention sooner to the charges from U S Alert. On 3/18/25 I contacted US Alert and notified I was being charged for monitoring that should have stopped months earlier . I was told by ******* of US Alert that the person who I previously spoke with had passed away in Dec 2024. She said she would search the files and locate my letter. On 3/20 I contacted her and she asked me to send an email similar to the original letter in question. Since sending that email I have left two phone messages and send an additional emaill with no luck. If I call now my phone number has been flagged causing it to roll over to an answering service. I have spoken with the answering service and was guaranteed my messages were being forwarded. At present my credit card is being billed ***** the 1st of every month and US Alert is refusing to act in good faith. I desperately need help.

  

  Business Response

  Date: 04/01/2025

  Mr. *********** cancellation request was brought to my attention by ******* after she received his email.  Unfortunately, she had been out of the office prior due to injuries sustained in a car accident so I was unaware of the situation.  His request for account cancellation has been completed and a refund check is being processed, please allow up to 14 business days.  We apologize for any inconvenience.  

• Initial Complaint

  Date:01/02/2024

  Type:Product 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.

  We have had two US Alerts accounts, our security company for over a decade. We had communicated back in March that we needed one account shut down as we had sold the property. We were not informed of any requirements in getting the one account closed as we were still receiving service at the other property. I was checking accounts and found out they were still charging. When I called they ask about if the request was made in writing. I said no and they acknowledged there had been no activity since March. However they would continue to bill until it was in writing so I sent an email (their suggestion on this call) and later called that same day to have them acknowledge receipt of the email shutting down both accounts. This was November and the accounts were paid for the month of December. Then again in December we were charged for both accounts again which put service out until the middle of *******. They acknowledged the accounts were closed but will not refund the money charged for ******* as they required a 30 day notice. They would not even consider a prorated amount. I am not going after the previous 8 months but just upset they received the written notice and continue to charge me.

  

  Business Response

  Date: 01/03/2024

  First, I would like to thank the customer for allowing us to protect her home for so many years.  Second, the written cancellation policy is in place to protect the customer and keep someone trying to fraudulently cancel service over the phone.  I apologize that this was not explained to your satisfaction.  Third, the ***************************************************************************************************************************** order to close out the account.  As a courtesy, I will extend an offer to refund the previous 2 months of service or I can credit 3 months of service on her remaining account.  I apologize for any inconvenience.  

  Customer Answer

  Date: 01/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will accept the refund of the two months, as both accounts were requested to be closed on the email correspondence submitted Nov. 29, 2023.
  
  Sincerely,
  
  *****************************