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:06/12/2023

  Type:Customer Service 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 just bought a house as I was moving in a guy from adt came to the door. We told him we were not interested and he kept pushing as I was on the phone with my own job he was talking and he had Mr **** a **ntract without knowledge. I've called and explained this to them and they refuse to let me out of my **ntract. The alarm sets itself off when we open the garage door. I ** tasted them and told them that the person they spoke to is no longer a resident here but had my signature on file. I never even spoke to the salesman I can prove I was on the phone e the whole time he was at my house. I need help. I do not want their services. The alarm is faulty and having g to make it to it all hours of the night when it decides to go off is ridiculous. I asked to speak to higher up after I got off the phone with the 2nd person after being told I **uld cancel and have to pay 100 percent of the fee when the **ntract states 75 percent. I also called the day before and the lady I spoke to said she **uld help me cancel the ac**unt and never mentioned anything regarding a fee. I've reached out to the salesman with no answer.

  

  Business Response

  Date: 06/06/2023

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  Smart Home Security LLC
  ************************************************************-1540
  **************
  
  Please forward this on to the correct company.

  

  Business Response

  Date: 06/12/2023

       We spoke to this customer for the first time last week after being in service and monitored for the past 6 months.  She expressed her concerns with her system stating the issues mentioned above.  We offered to send a technician out to resolve the issues, but the service was refused.  We asked if she had called ADT directly when the system was malfunctioning for a service appointment and she stated that she did; however, it seems she called in for service, but decided to cancel instead.  Therefore, the problems persisted.  We explained the termination process and termination fees (which are 75% of the remaining service charges on the contract) and this is when she explained she wasn't involved in the original sale.  Unfortunately, all we see from our side is the signed initial contract, the installation of the complete system (which was allowed), the deposit paid for the system on the customers provided card, and the monthly rates paid for monitoring.  Normally this constitutes agreement with the service.     

       The point of the contract is so we can recoup our initial investment from the system.  We install over $1000 of new security equipment, pay sales reps, pay installers, and we only charge a monthly monitoring fee of roughly $64.  Therefore, if someone calls in to cancel prior to the contract completion, we are losing a lot of money unless we have termination charges.    

       For this specific scenario, In speaking with the customer about the events, it seems her live in boyfriend could be the one who may have signed the agreement and provided all of her private information.  We explained to the customer that we would forgive her termination charges if we can reach her boyfriend and collect termination charges from him.  This customer stated she would have the boyfriend contact us to discuss and that is where we left off.  

• Initial Complaint

  Date:11/21/2022

  Type:Delivery 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.

  MISSED PACKAGE DELIVERY SCAM
  
  FRAUDULENT NOTICE LEFT ON FRONT DOOR WITH PHONE NUMBER AND TRACKING
  NOTICE MADE TO APPEAR AS IF IT WAS LEFT BY UPS
  WHEN I CALLED THE PHONE NUMBER THE MAN SAID THERE WAS NO PACKAGE AND TRIED TO SELL ME ADT SECURITY SERVICES
  THE PHONE NUMBER ON THE NOTICE IS ************ AND REGISTERED TO ****** ******

  

  Business Response

  Date: 11/21/2022

  We apologize to this customer if our "Sorry We Missed You" notes made them feel this angry.  That is obviously not our intent.  These notes have been approved by the office of the Attorney General of North Carolina, otherwise we would change look and wording to meet their standards.  I have included a copy of the note in question for reference.  They actually include our business address across the bottom and no where on the slip does it mention any missed delivery, package, or any other company such as ****  We are in the business of residential sales, and it's our sales representative's job to have conversations with new homeowners. When we stop by and no one is home, we leave these notes so the homeowner can reach us.  It is a very cordial phone call that explains who we are and why we stopped by.  If there is no interest from the homeowner then they are simply removed from our list.  I'm sorry this customer felt deceived, but in no way is the note intended to be deceptive.  It mentions nothing of a package and simply says "Sorry We Missed You."  The tracking number provides the sales representative specific information about the house such as location, if there is an existing security system, the date he/she stopped by, etc.., which is vital to the phone conversation.

  We have removed this customer from our database as is standard with homeowners who are not interested in our services.  

  Please let us know if there are any additional questions or if anything further is needed.

• Initial Complaint

  Date:09/28/2022

  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.

  Beginning in October 2021 I began paying a bill each month in the amount of $63.99 ($767.88 total as of 9/28/22) for an in home security system. The installation was never completed and the security system is still not functioning. After numerous attempts of trying to get someone on the phone, I finally spoke with a representative on 9/15/22 and she informed me that someone is scheduled to come to my house between 8am-11am on Tuesday 9/20/22 to complete the install. I waited all day on 9/20 and no one showed up. I called the business THREE times and left a voicemail each time that day and still have not received a response. This company is a complete ripoff, charging a bill for a service they have never provided in a full year. I want to terminate my contract immediately so that I can get a functioning security system and I would like a refund of the money that I've already paid for the past twelve months. Charging money for a service that was never provided is not only ripping people off but it is completely illegal. I want to see some action to make this right very promptly, as I am scheduled to leave the country in less than two weeks and it is imperative I have a functional security system at that time. I have no desire to be in business with this company any further since it is obvious they are the HARDEST people to reach and cannot hold up their end of the contract within a years time.

  

  Business Response

  Date: 10/13/2022

  I apologize for not responding to the original correspondence as I didn't realize it required a response.  We actually reached out to the customer that day and were able to resolve the issue.  Since the customer had finished their home remodel, we scheduled a service call to install the remaining equipment that was owed.  That service has been completed.    

  Customer Answer

  Date: 10/13/2022

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