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:13/08/2025

  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.

  On June 12, 2025 I purchased smoke, heat and water sensors for my place which is a four plex. I also purchased another set for another apartment. I have had 6 false alarms, which show up on my phones app immediately. the last 2 false alarms never showed up on my phones app. My husband and I are getting desensitize to these false alarms. They now wont answer my calls or texts. This equipment is faulty and I want them to pick up this equipment and return all of my money back.

  

  Business Response

  Date: 27/08/2025

  We are glad you made a great decision to protect your home with a network that has saved thousands of lives and millions in property damages. 
  
  You also have the finest warranty in the industry. 
  
  I hope we can address all of your concerns. You said your smoke sensor malfunctioned. We were there right away, within a day to rectify the issue. 
  
  A warranty requires you to send in a product that you consider defective to be analyzed. We personally came to your home and replaced one sensor with no questions asked. 
  
  That specific sensor has been tested, we did trouble shooting, and after that it has been sitting on my desk for over 2 months without having malfunctioned. Not to say that what you said isnt true, but it has not had any issues with it for over 2 months which generally means that there was user error. 
  
  We have spoken to you on numerous occasions and had a *********-based director contact you. You were polite but your husbands language was foul and unacceptable. Nonetheless, our director tried to solve your issues. We asked you for the dates and times of your supposed false alarms. 
  
  You did not send those. To remind you, when you spoke to us you mentioned 9 false alarms, not 6. That number has changed several times during our conversations. 
  
  We peeked into your network, neither of those numbers are true. We have called you several times without answer including our director out of ********* has called you several times. 
  
  Please call us so we can resolve any issues you may have. If there are any, all of your products are under warranty. It is to my understanding that your water sensors detected moisture, which was not a false alarm. 
  
  You have our office number which is ************. We will also reach out to you again as our last attempts have not been successful. 
  
  We look forward to resolving any issues you may have.
  

  Customer Answer

  Date: 27/08/2025

   
  Complaint: 23743651
  
  I am rejecting this response because:

  As of Aug 27th, I have not seen my warrenty that I requested to ****** through texts. I have never recieved those several phone calls from your director in **********  He has been phoning my sons phone not mine.  The network you have been peeking into is also my sons.  I purchased the product not him.  I have sent ****** all of my text notifications from the alarm company.

  -June 12th @***** pm Kitchen sink water sensor  No water detected

  -June 16th @4.43 pm  Kitchen sink water senor No water detected !

  -July 1 @6.21 am Guest bedroom smoke sensor No smoke detected ! When I called ******, his response was " maybe someone was cutting the grass and fumes entered my house "  At 6.21 am ?

  -July 2 @1.22 pm Guest bedroom smoke sensor No smoke detected !

  -Aug [email protected] am Livingroom smoke sensor (Not notified until 4.52 am) No smoke detected !

  -Aug 11 @ ***** Dont know which alarm went off as I had no notification !

  -Aug [email protected] pm Livingroom smoke sensor. No smoke detected !

  After putting all 4 water sensors on my kitchen window sill, all had different temperatures. Two of them read 17 celsius, one read 16 the other read 13 celsius. This does not look like percision equipment to me. 

  Hopefully your tech that inspected the faulty sensor thats been sitting on your desk for two months, was more qualified than the two that you sent to my home.

  When your employee came to change the faulty guest bedroom sensor he said " If this happens again, then maybe you have a fire in your walls" These silly comments from your employee and ****** are the reason that my husband got upset. 

  At no time have any of the sensors been tampered with.

  The have had so many false alarms that we are desensitized to the alarm sounds. Which is scarier that having a fire!!!!!

  The resolution that will satisfy me would be that you send someone to gather all of your faulty equipment (and my sons) and return my money.

   

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

  

  Business Response

  Date: 15/09/2025

  Weve called multiple times on the exact same number given to us. We have not been contacting your son because he is happy with his network. 

   

  Lets begin with, these sensors are not thermometers. They have a temperature reading but by no means are they meant to have an exact measurement of temperature. 

   

  In 5 years we have never had a single problem with water sensors malfunctioning. 

   

  As weve previously stated, for your full satisfaction we are willing to replace your 2 water sensors with brand new units even though there has never been a malfunction with any of them. 

   

  we have previously offered this and have offered to go above and beyond for you. 

   

  For your peace of mind, we will replace all of your smoke sensors with brand new units. 

   

  We have been transparent with you and have offered you solutions beyond what the problem may be. 

   

  This should solve all of your concerns and we look forward to doing that for you. 

   

   

   

  Thanks,

  ******

  Customer Answer

  Date: 16/09/2025

   
  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,
  
  ******* ******