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Business Profile

Security Systems

Ace-HTI

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/29/2025

    Type:Order Issues
    Status:
    Unanswered
    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 a customer for nearly 30 years and recently cancelled my service. As a result, my alarm system was rendered useless to any other monitoring provider because *** refused to provide me with the code necessary to allow another company to take over monitoring of the ********* none of my documentation, or agreements, does it state there would be a disconnect fee. While they wont call it a disconnect fee, they charge $120 to fully remove my system from their control by not telling me the installer code or sending a tech to change the code. As a result, I cannot have another company monitor my system. In effect, the system is held hostage by *** until I pay for a service tech to come out and type in a new code.I was a long-time customer and always spoke highly of them. For them to keep my system locked-down and restricted to their monitoring only after cancellation was very unexpected. After 30 years of loyalty, and no mention of a disconnect fee in any agreements, I expect that they send someone to spend a few minutes resetting the installer code without charging me for it.

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