Complaints

This profile includes complaints for Interface Security Systems LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Interface Security Systems LLC

  1844 Lackland Hill Pkwy Saint Louis, MO 63146-3572

• 

  Interface Security Systems LLC

  3773 Corporate Centre Dr Earth City, MO 63045-1130

• 

  Interface Security Systems LLC

  2200 E. Prien Lake Road Lake Charles, LA 70601

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:08/01/2023

  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.

  In early January, 2023, I was hospitalized. When I got out of the hospital, I called Interface to tell them that I was moving and no longer needed their service. They have no record of the call. I moved in mid-January to the ********* due to health issues. They billed me as of January 1st, but then again in April 2023.
  
  I have an assistant who is now helping me with daily money management. In late May, as we were organizing my finances, we called Interface and had a conversation with them explaining the above and that I no longer live at that location and haven't for some time. They refused to adjust the bill. We requested a call back from someone in management, and never received a phone response.
  
  They continue to send bills. On June 22, 2023, we mailed a letter (dated June 10th) attached. Still no response, and now a bill for July has been added to the invoice.

  Business Response

  Date: 08/30/2023

  To
  Whom It May Concern:
  
  We are very sorry to hear of the situation surrounding **** ******* complaint
  regarding her experience in canceling her services with our company.  She
  has been a loyal customer for over 5 years, and we are very grateful for her
  patronage.  I was able to speak with Lana explaining we never received a
  formal request to cancel in January and confirmed the account has since been canceled
  with a credit applied closing the account with zero
  balance.

  Thank
  you,

  *** ******

  Manager, Customer Experience

  Interface Systems

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

  Direct:
  ************ **** ************ **** ***** 
  
  

• Initial Complaint

  Date:02/03/2023

  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.

  According to ******************, I am to receive a credit on my account for the months I paid and was not being monitored during those months because I was waiting for some them to upgrade my system. The upgrade was done; but, my account has yet to be credited. I would like to know when my account will be credited and for how much. Money is somewhat tight right now. I will continue to pay the monitoring charge.

  Business Response

  Date: 02/10/2023

  ****,
  
  Thank you for taking the time out to speak with me and I am happy I was able to offer clarity as to the discounts you received on your upgrade. We appreciate you being such a loyal customer and allowing us the opportunity to offer you continued service. Please feel free to contact me in needed in the future. 
  
  
  Thank you.
  *******************
  Regional Customer Experience Manager
  **********************
  3773 ********************** **********, ** 63045
  Direct:************ |TF: ***********************
  Simplify ************************** www.interfacesystems.com
  

  Customer Answer

  Date: 02/14/2023

  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:12/30/2022

  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.

  My home alarm system started having issues on November 4th, 2022. My home system would go off at intermittent times, but the alarm company would not receive any signals. My home system pad would make noise at various times during the day and at night also. The company would not have a clue and would transfer me to different departments, and it went on for a week until I asked them to trouble shoot my system. They discovered that my system was not connected to them because the **** tower that they used was no longer available to them. This company didn't notify me and left me vulnerable during the holidays while still charging me for services that were not rendered! On top of that they wanted to charge me $99.00 to come out to install a new device which would connect my system to theirs! Their technician came to my home twice! The first time he said that the device was not fit for my system and that he would re-order it right this time. The second time, the same technician had issues connecting to their technical department to set up the new device; he said he would have to come a third time! To this day I have had nothing but headaches and have no service, so I decided to close my account. Another issue is trying to close the account as the customer service representative said to me that she would send a form via email as soon as she could because she had to do that and answer the phones so it would take about 30 minutes!

  Business Response

  Date: 01/10/2023

  To whom it
  may concern,
  
  I spoke to
  Mrs. ********* last week expressing our sincere apologies for any inconvenience
  she experienced while trying to get her system upgraded from 3G technology to
  LTE. Mr. and Mrs. ********* have been loyal customers for over 20 years, and we
  are very grateful for their patronage. The shutdown was industry wide,
  affecting all alarm systems that use a 3G/4G communicator. We were advised the
  sunset for **** would begin in February of 2022, ******* in December 2022.
  In an attempt to be as proactive as possible in our communication, we started a
  mailing and calling campaign in late 2020. 
  
  Our
  records show our Business Development team tried to notify the *********’s by
  phone, on two separate occasions, in October of 2021 but were unable to leave a
  voicemail both times. We also attempted to notify them the week of July 18,
  2022 as well by mailing a letter to the address on fill. We did not receive a
  response to that correspondence and our first documented call into our Customer
  Experience Team regarding the upgrade was 12/6/22. Mrs. ********* contacted our
  monitoring department to advise of the trouble she was experiencing with her
  alarm system on 12/6/22. It was mentioned in the complaint that the issues
  started in November, we do not have any record of that or logged calls showing
  that we were contacted at that time.
  
  On
  12/6/22, after our tech support team did some troubleshooting remotely, it was
  determined the customer needed the LTE upgrade to regain communication with our
  alarm monitoring center. On December 6, 2022, Customer Experience Advocate,
  *****, processed the upgrade request waiving the $99.00 fee as a courtesy.
  Unfortunately, the wrong cell radio was shipped, and the technician had to
  order the correct part and install was completed 12/28/2022. We are sincerely
  sorry for the inconvenience of the wrong part being shipped and attempted to
  rectify the situation as quickly as possible.
  
  On
  12/28/22 it is documented that our monitoring department received an alarm at
  8:41 p.m. and dispatched police at 8:44 p.m. per procedure after exhausting the
  call list. Mrs. ********* called our monitoring department at 9:03 p.m.
  advising the alarm didn’t sound at the location and she wasn’t aware the alarm
  had been triggered until local PD responded. At that time, Mrs. ********* expressed her frustrations and requested to cancel. Mrs. ********* was advised
  to call back the following morning to process her cancellation request with the
  Customer Experience department. On 12/29/2022, Mrs. *********, called and spoke
  to ***** requesting to cancel. ***** attempted to help the customer with her
  complaints, but Mrs. ********* requested immediate cancellation.
  
  The
  account is currently being processed for cancel with a refund issued in the
  amount of $37.49 for December, her account now has a zero balance. We are
  saddened we are losing such a valued customer as Interface is dedicated in
  providing excellent customer service, and we strive for customer satisfaction.
  Should Mrs. ********* decide to continue her relationship with Interface, we
  will dispatch a technician to review why the alarm did not sound on site, and
  assign a direct Customer Experience Advocate to be her account advocate going
  forward.
  
  Thank you.
  *** ******
  Regional Customer Experience Manager
  Interface Systems
  **** ********* ****** ***** ***** ***** ** *****
  ******* ************ **** ************ **** *****
  ******** ** *** ***** ** **** * ************************

• Initial Complaint

  Date:10/29/2022

  Type:Customer Service 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.

  Technician came to residence and ascertained what was necessary to repair damage to system, but could not give me a quote. It was suggested I go through ********* was told I would receive a call within forty-eight hours.I have yet to receive a call from their ***************** I have been a customer of theirs for a very long time and have been very satisfied up until now.

  Business Response

  Date: 12/06/2022

  Good morning, 
  

  **** thank you for feedback and speaking with me. I am glad we were able to resolve your issues in connecting you with your sales representative and have since received your signed contract. Thank you for being such a loyal customer and allowing us the opportunity to remain your security company. Please feel free to contact me if should the need arise in the future. 
  

  Kindest Regards,
  *******************
  Regional Customer Experience Manager
  **********************
  **************************************************************************** 63045
  Direct: ************ |TF: ***********************
  Simplify ************************** www.interfacesystems.com

  Customer Answer

  Date: 12/07/2022

  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:10/03/2022

  Type:Billing 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.

  Was informed by Interface billing department of a $576 overpayment on 8/17/2022. I asked them to send refund for full amount! Through the end of August no check, but deducted $34.90 for September's fee. I called billing each week to find out where is the refund, now $545. Always got the run around! Finally spoke to billing mgr. ************************* on 9/16/2022, he told me a check had been sent on 9/2/2022 and the credit $545 cleared from my account. Asked them to place stop payment on original check and reissue a new one with two- day mail service. ******* said he would contact me! No reply thru 9/21/2022, called them and asked to speak with *******, was informed he was in a meeting and they would give him the message! No reply! my account ALT40542

  Business Response

  Date: 10/04/2022

  I reached out and spoke to the customer and the issue is resolved

  Customer Answer

  Date: 10/04/2022

  We have received a full refund from the company.  Received 9/30/2022.

• Initial Complaint

  Date:09/19/2022

  Type:Billing 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.

  ******************* I canceled my residential ********************** service with Interface effective at the end of my current contract period of August 18, 2022. This cancelation was done via certified mail, return receipt requested, to Interface Security Systems, sent on April 18, 2022 and received by Interface on April 25, 2022. This cancelation was done well before 60 days preceding the contract end. I received and acknowledged their subsequent Cancellation Agreement which clearly stated a CANCELLATION EFFECTIVE DATE OF 08/18/2022.Monthly monitoring payments were made through the 08/18/2022 period. Accordingly, there should be no further charges. They continued to bill for monthly monitoring for the time period of August and September. I called their billing department and was told this was because they had not started the cancellation process in their system until 08/18/2022. That is not acceptable practice! They continued to charge for non-rendered services because they intentionally delayed processing this cancellation. This is a terribly poor and questionable business practice.On August 30, 2022 I requested that they remove the improperly charged monitoring fees which now total $51.42 and provide verification that this account is in fact canceled and no further fees are due. I have yet to receive a response other than a past due bill which arrived today.They have all of the pertinent documents to this account.

  Business Response

  Date: 09/27/2022

  To Whom It May ****************** are very sorry to hear of the situation surrounding Ms. ******** complaint regarding the cancellation of her account. ****************** has been a loyal customer for over 20 years, and we are very grateful for her patronage. Her cancellation letter was received 4/26/22 with a termination date of 8/18/22. Her account was cancelled on that date, however due to our billing cycle the September had already generated. At the time of cancellation, we did process a credit memo for that billing period.  I was able to speak with ****************** and apologized for the poor communication she received when calling in regarding the bill and also confirmed her account was cancelled 8/19/22 with no balance owed.
  
  We are sincerely sorry for any inconvenience this may have caused. 
  
  Sincerely,
  
  *******************
  Regional Customer Experience Manager
  **********************
  3773 ********************** **********, ** 63045
  Direct:************ |TF: ***********************
  Simplify ************************** www.interfacesystems.com

  Customer Answer

  Date: 09/27/2022

  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,
  
  *************************