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:10/21/2022

  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.

  American Security installed a security system and A/V connections in our home when it was built in 2019. We signed a contract 7/12/2019 for American Security to monitor the security system. We called about a year ago to discuss cancellation and was told we could not cancel at that time. We called today and were told we missed our 30-day cancellation window, and our contract has a 2-year automatic renewal. We were not notified of the expiration of our initial 3 years or of the upcoming or implemented renewal. When we asked, ****** responded that they couldn't possibly do that as they would have to hire someone - or a team of people - to track all the contract renewal dates and correspond with customers. The only option to cancel at this point is to pay the full amount remaining of the 2-year contract that expires 7/12/2024.This is a highly unethical way to do business - to rely on holding customers hostage for income rather than the quality of the service provided. Not notifying customers of an upcoming automatic renewal then having no option for cancellation other than full payment is unreasonable and unethical.We did submit a request to cancel our contract effective 7/12/2024 as ****** indicated we could do that despite us being previously told we could not cancel early. However, we would like to discontinue the monitoring and cancel the contract effective the end of the month at no additional cost.

  

  Business Response

  Date: 11/04/2022

  This is to respond in regard to *********************** complaint. I did listen to the recording of the phone call from ****** about when her contract ends today. The phone call was received on 6/11/22 at 1:00 PM.  ****** called in to make a payment and then ask to be directed to someone who could tell her when her contract ends.  She was transferred to our service department.  She was told on this phone call her agreement started on 7/12/19 and it was a 3-year agreement.  She was also told she would go into a roll over for additional 2 years on 7/12/22.  ****** said thank you and goodbye.  She did not inquire about cancelling during this phone call. 

   

  She called in on 10/21/22 and spoke with ****** about cancelling her services.  Her agreement had already gone into a 2-year renewal on 7/12/22.  Her current contract ends on 7/12/24.