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:10/24/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been paying on a full bill for my security system for the past year and have reached out multiple times about the fire alarm that is supposed to work but the fire alarm does not work. It only sends unconnected signals to my panel and I have to keep the power off in it to keep it from setting my security system off. Someone showed up to work on it when I ****** **** and put in a work order with the 1800 number but the guy who came did not even fix it. He showed up, messed around with it, and then left. On top of that, no one answers when I reach out about help resetting my app password on my phone. The 1800 number says that the local office has to help me. The 1800 number will transfer me to the local office and the local office will hang up on me. SO I am locked in a contract with them to pay my bill or my credit will be harmed but my fire alarm does not work and I cannot use my system through my phone app. Both of these problems are in my contract with them and are supposed to work on my side. I want my system and app fixed or I want to be let out of contract.

  Business Response

  Date: 10/24/2022

  Her complaint is with ****** Security not IHC security. I used to do the service work for ****** in this area, but no longer do Service for ****** but am sure ****** will take care of any problem she has by calling 1-800-********. The only reason she’s even filing a complaint is because she works for ***** **** insurance agency and used to handle my auto insurance. But because of her incompetence write double policies on the same vehicle and then let an employee of mine change my insurance without my knowledge and send the refund for the over charges to that employees address,  I’ve had to file complaints with ***** **** corporate and also the insurance  license board of South Carolina and have hired an attorney in case I have to proceed against her company to recover all the money that was automatically drafted from my business account without any written or verbal authorization. So that’s why she filed a complaint against IHC Security. But her agreement and all payments on her account are with ****** Security. I have nothing to do with her account or service in any way. And to add, in all our conversations about my problems with her company and overcharges, she never once brought up needing service on her alarm. 

  Customer Answer

  Date: 10/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  It’s definitely nice to know that there are legal and corporate complaints against me in my workplace. I was not made aware of this prior to now. I have a problem with the fact that I was sold a system that has not been responsive since Feb 2022. I have reached out since then and work orders were made to repair the device but the last technician said he could not help and he left. I’d like another work order, help with creating a work order, or a refund for the months it has not worked. If that’s not available to me then I’d like to be let out of the original business contract without cancellation fees. Attached is a photo of the message saying loss of supervision on 02-10-22. 
  
  Regards,
  
  ******* *******

  Business Response

  Date: 10/25/2022

  Again, the customers agreement is with ****** Security. The monitoring fees are paid to ****** Security. The maintenance agreement is with ****** Security. I used to be one of the dealers that ****** used to perform service work in this area but I no longer do service work for ******. All she has to do is call ****** at 1-800-********.