This business is not BBB accredited.

Elite Home Security LLC

Phone: (877) 253-6106 Fax: (801) 253-2528 525 S 850 E Ste 4, Lehi, UT 84043 http://www.elitehome.com/


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BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Elite Home Security LLC include:

  • Length of time business has been operating
  • Response to 51 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

51 complaints closed with BBB in last 3 years | 15 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 18
Billing/Collection Issues 2
Delivery Issues 1
Guarantee/Warranty Issues 0
Problems with Product/Service 30
Total Closed Complaints 51

Customer Reviews Summary Read customer reviews

5 Customer Reviews on Elite Home Security LLC
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 4
Total Customer Reviews 5

Additional Information

BBB file opened: October 11, 2006 Business started: 03/01/2005 Business started locally: 03/01/2005 Business incorporated 03/25/2005 in UT
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

DOPL - Professional Licensing
160 E 300 S 4th Fl, Salt Lake City UT 84111
http://www.dopl.utah.gov
Phone Number: (801) 530-6628

Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Ben Edstrom, Owner Todd Lovendahl, COO - Chief Operating Officer Mr. Dwayne Gibson, Operations Manager
Contact Information
Principal: Mr. Ben Edstrom, Owner
Customer Contact: Mr. Dwayne Gibson, Operations Manager
Principal: Todd Lovendahl, COO - Chief Operating Officer
Business Category

Burglar Alarm Systems - Dealers, Monitoring & Service Medical Alarms

Alternate Business Names
Elite Medical Response
Industry Tips
Burglar Alarms

Customer Review Rating plus BBB Rating Summary

Elite Home Security LLC has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    525 S 850 E Ste 4

    Lehi, UT 84043 (877) 253-6106

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

6/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed a contract with Elite Home monitoring in July of 2013, but moved from the home in August of 2015. I wrote to the company using the address and procedures outlined in the contract, but my letter was returned as undeliverable! (Not even forwarded!) I called to get a better address, and then sent in another cancellation notice. They received it and even stated they received it, but refused to stop service and continued to bill me. They reduced the payment a little bit for 6 months, but then raised it back to full price. They only thing they stopped doing was sending me communications about payments.

Desired Settlement: Refund of $382.44

Business Response:

lite Home would like to clarify the situation as we have it notated beginning with the customer entering into a term Alarm Monitoring Agreement beginning July 22, 2013. Elite Home did receive written notification of the customer’s intent to cancel alarm monitoring services February 11th 2016. Prior to this written notification the customer had contacted our offices July 23, 2015 where they notified Elite Home that they required a move to a new location. The customer was provided with the system move options; Elite Home can move the system from the previous home for a nominal fee; the customer can have a new basic system installed in the new home for a nominal fee; or the customer can sign a new agreement for a free install including new equipment. The customer refused these offers. Elite Home spoke with the customer again February 2nd, 2016 where the customer was provided with the remaining balance of the term alarm monitoring agreement. Currently as Elite Home has received the written notice of cancellation the customers term alarm monitoring agreement is to expire July 22, 2016.

Elite Home makes every effort to facilitate customer moves as is common in our industry, provided sufficient notice. The fees for these moves is generally below actual cost as to provide the best service for our valued customers. As the customer refused these offers they are liable for the term of the alarm monitoring agreement, which will expire July 2016.

Business Response: We have reviewed the customer response to our initial submission. Elite Home can verify that the customers monitoring rate initiated and has remained $44.99 per the agreement, however, due to an accounting oversight the customer was not billed mandatory state taxes until January 2015 at which point notice of the taxation oversight was mailed to the customer via United States Postal Service, taxation is detailed in section 3. Service Fees and Term of Agreement. Regarding the customers perception of the agreement cancellation, the agreement term is detailed in section 3. Service Fees & Term of Agreement the customer may cancel at anytime after the 3 day right of rescission, in writing, however the customer then assumes the liability of eighty (80) percent of the remaining term balance as described in section 15. Remedies of the Alarm Monitoring Agreement. As the customer did not immediately remit the remaining balance due, upon notice of cancellation, Elite Home allowed the customer to continue to make monthly installment payments to complete the initial term. The customers initial term has one (1) payment remaining upon the remittance of this balance the account will be fully cancelled. 

Consumer Response:

 
Complaint: ********

I am rejecting this response because:

 

When I contacted Elite to cancel service, they stated that they couldn't cancel it. The Agreement I signed states cancellation procedures and it doesn't have a section 15 as the business mentioned earlier. It has a section 3 that mentions cancellation procedures. I had asked the business for a copy of any documentation showing this lack of a cancellation policy, but they could not provide it.

When I tried to cancel, the business offered to reduce my monthly payment to 15.94 since they were no longer providing a service. In July 2015, the last month I used the service, my monthly payment was 47.80. The payment was lowered for 4 months. However, they raised it to $48.70 starting 12/2/2015 without giving me notice as stated in the Agreement. This is a deceptive practice and a violation of the Agreement I signed, attached.

 

Sincerely,

***** ******

6/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our problem is we were sold a home security system and paying a monthly fee for service that don't even work. I had the service guy Alex out here at least 7 times trying to fix this. He told me after the first few attempts to fix our issues he said Owen the rep will contact me to find another solution to fix this. Each time I had to reach out to him and he only reply back to text messages no phone calls. It's been weeks now and after three different devices it does not work. The rep insulted us saying they install 100s of this devices and we are the only one that has problems when it was the doorbell camera they install app that has bugs working with t mobile carrier. When I look at the main company the system is under *********** they don't even have a door bell system. The rep sold us a system that doesn't work and something that *********** doesn't even back up or offer in their security system. I have text messages that shows the contacts with rep and the customer service is not standing up to our contract we are paying.

Desired Settlement: Resolve this issues by refunding full amount and cancel contract or fixing our issues with customer satisfaction agreement.

Business Response:

My name is Dwayne G***** and I am the Director of Call Center Operations for Elite Home. We are in receipt of the above-referenced complaint and appreciate the opportunity to respond.


As of this reply Elite Home has received one email from the customer through our website approximately 24 minutes after the complaint filing. We are in the process of contacting the customer to discern the issues the customer is experiencing and hope to find a resolution to their concerns.

Business Response: Elite Home wishes to provide the best in service to each of our valued customers. We would never purposefully mislead any of our valued customers and we will make every attempt to amicably resolve any issue, within reason, in regards to service and equipment coverage. Elite Home makes  a significant investment into the homes of our customers with equipment and man power, This investment is offset by the term of Alarm Monitoring Agreement, The customer has a federally mandated period of rescission and the customer is requesting cancellation past this period, The customer previously accepted resolution from Elite and then revoked that acceptance. At this time Elite Home feels we have made every concession to resolve the customer issue within the bounds of their term agreement. We hope the customer understands our commitment to their security and wellbeing as it is our highest priority.   

Consumer Response:

[A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID .********, , and find that arbitration is necessary.  I have try to come to terms with the company and yet there has been no proper protocol to resolve the issues and the contract does not reflect what is in place for our current services that are suppose to provide.  I have gave the company a few opportunity to make things right but there has been no success in following up with their request they have promise. 

Sincerely,

***** ****

5/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Elite Security was given written notice on October 1, 2014 that the rental property at **** ******* ****** was no longer be my resident as of November 20, 2014 and requested that they pick up the equipment. I made several phone calls to Elite Security at the end of October 2014 and again in November regarding this situation. They did not response to the written communication or telephone calls. I made the request again in November 2014 before I made my move and was told that a technician would come and acquire the equipment. I moved on November 20 without Elite following through to picking up the equipment. Elite has continued to charge me $49.99 a month since my move and have refused to give me any service for my money. I have contacted the company and talked to several management personnel and they refused to come and install the equipment but continue to charge me $49.99 a month and sending the invoice to the old address until the post office stopped forwarding the mail to my new address even though I have given them my new address. They are now sending me a bill to the new address and setting it up as if I am still living at the old address. I have continued to pay the monthly charge because they threatened to report a negative credit report to the credit bureaus. During the month of January 2016, after I paid for that month, in February of 2016 a company called **** ******** contacted me and requested the money claiming that the account had been sold to them. I then explained the problem that I was having with Elite Security and asked them to provide me service for the money that I had and have paid. They did not agree to this and therefore I am in the same situation. I later learned that **** ******** is a sister company of Elite Security and they, too, want the monthly payments but do not want to provide me any service for my money. Also, Elite Security went into my bank account without my permission and my bank had to send them a letter for the fraudulent accessing of my bank account. I have a copy of the bank letter. Elite Security and **** ******** need to reimbursement me for the money that they have received from me under the pain of threatening to ruin my credit. Also, Elite Security illegally acquired my daughters social security number and have been harassing her and threatening to ruin her credit.

Desired Settlement: I want full reimbursement of all money paid since October 2013 and for them to stop harassing me and my daughter and threatening to ruin our credit.

Business Response:

Thank you for the opportunity to respond to this consumers concerns. Elite Home would like to clarify the situation as we have it notated beginning with the customer entering into a term Alarm Monitoring Agreement beginning September 17th, 2013. Elite Home was notified by the customer that they wished to cancel services, the customer was informed of their term agreement obligation and the balance of the agreement on November 26th, 2014. The customer then was presented with the options to move existing equipment to another residence for a nominal fee, the customer refused this offer. Elite Home spoke with the customer January 5th, 2015 and the customer stated that Elite Home had informed the customer to leave the installed equipment in the previous residence, as the customer no longer had access, Elite Home has not notation of this action and is against standard operating procedure. Elite Home offered to install new equipment in the new residence for a nominal fee, again the customer refused.

The customer has been billed monthly to the terms of the Alarm Monitoring Agreement as the customer has not remitted the full balance due. The customer balance is not current and is to be forwarded for further action outside of Elite Home.

Elite Home made several attempts to resolve the customer issue and each time our agents were unduly berated for attempting to assist the customer. At this time Elite Home has no further resolution for this customer.

Elite Home makes every effort to facilitate customer moves as is common in our industry, provided sufficient notice. The fees for these moves is generally below actual cost as to provide the best service for our valued customers. 

Consumer Response:


Complaint: ********

I am rejecting this response because: Elite Home Security is lying.  Elite refused to come and get the equipment before I vacated the property.   I contacted them on several occasion and spoke to difference representatives, who names I have, and none these representatives were cooperative.  One of the representatives even had the audacity to tell me, as a senior, to remove the equipment myself.  This equipment was installed by a professional technician and it was not my responsible to work with electrical equipment because Elite refused to come and remove the equipment so that it could be installed in another property.  Furthermore, they never worked with me but wanted me to buy new equipment even though I had given them, per the contract, more than ample time to remove the equipment.  In addition, they fraudulently accessed by bank account and withdrew money without my permission even though they been informed by my and the bank that their ACH privileges had been cancelled.  They changed the account number in order to continue to withdraw money from my bank account and I have proof of this fraudulent behavior from the bank and my documents to corroborate this information.  They also illegally obtained my daughter's social security number and put her name on the account when the she was not the primary signer of the agreement.  They also continued to  mail the bill to the old address when they had been given the new address back in November of 2014.  This is company that has no integrity and has a long history of taking advantage of consumers.

Sincerely,

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

 

Business Response:

Thank you for the opportunity to respond to this consumers concerns. Elite Home would like to address the customer’s recent statement by point. Elite Home offers three move options with differing price points though each of these is below the actual cost for labor and/or equipment provided. 1. The customer can remove existing equipment from the previous monitored site and have ready at new monitored site for Elite Home to install. 2. Elite Home can remove the equipment from the previous monitored site and then install in the new monitored site, and Elite Home will supply new monitoring equipment at the new monitored site if the customer does not wish, or is not a able to retrieve, equipment from the previous monitored site. Elite Home offered the customer the move options described above and was refused.

Regarding the customers billing Elite Homes records show that the customer’s payments were processed, via ***, without interruption from the initiation of the agreement until October 2015 at which time Elite Home began to receive remittance from the customer by mail in check form for the following 3 months. In January 2016 the customer’s agreement was transferred to **** ********.

Due to lack of remittance from the customer for their agreement the account has progressed through **** ********’s internal payment default procedure and is currently being processed for action outside of **** ******** and Elite Home. 

5/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased the security system from a door to door sales rep. They were supposed to get the homeowners permission which they never made contact with. During the transaction I was promised my first move free. i moved in December. They were supposed to either get the new homeowner to take over the contact or move the equipment. They never returned my call or email. Four months later they are still trying to bill me for the time that they have not delivered.

Desired Settlement: I do not want to be held accountable for the service that was not provided. I had to get a new security system because Elite Home would not deliver through with their word or services. I want the contract to be void.

Business Response:

Thank you for the opportunity to respond to this consumers concerns. The customer contacted Elite Home after moving from the residence where their original agreement and security monitoring system were installed. The customer was presented with options to either move the current system from the existing home or have a new system provided and installed into the new residence at a nominal fee. The customer refused these offers and was     then presented with an option that if the new homeowner in the previous residence was willing to take over the original monitoring agreement then the customer would be released from liability, Elite Home made several attempts to contact the new home owner by mail and phone to no avail. As Elite Home has not been able to contact the new home owner to complete the agreement take over the customer is responsible for their agreement term. The customer move options are still available, however as it appears that Elite is not able to move the existing system from the previous location the customer will need a new complete system installed in the current location. 

If Elite Home is provided with sufficient notice we are readily able to move a customer’s system and monitoring to any newly chosen location. the customer has informed Elite Home that instead of exercising their option to move the system to the new location that they have signed an agreement with another monitoring company, this action however does not vacate their liability to their existing term monitoring agreement. 

Elite Home takes pride in being an upstanding member of the communities in which we provide our services and will continue to protect the property and well being or our valued customers. 

Consumer Response:


Complaint: ********

I am rejecting this response because:

I am not paying you to move the security system after I was told it would be free. I have waited 4 months for something to be done amd no contact was made with me. They stranded me for 4 months after not returning my calls or emails. Therefore i had to get someone else to provide me with a security service. 

Sincerely,

**** ******

Business Response: As previously stated, Elite Home made several offers to resolve the customers relocation. The customer refused our offers to efficiently resolve their concern. Elite Home was ready and willing to install in their new location, however the customer refused to proceed with this action and requested that Elite Home reach out to the new home owner which is where we directed our actions for the customers satisfaction. The customer then actively chose to bypass Elite Home and their term monitoring agreement and enter an agreement with a third party. Elite Home is still ready and willing to complete the relocation for the customer to assist them in the fulfillment of their term monitoring agreement. 

Consumer Response:
Complaint: ********
It was stated in multiple phone calls that you would be in contact with me. If it weren't for me calling this last time, I would not have had any contact made. It was four months. I even sat up a date and time for the equipment to be picked up on a Monday at 4:00 and no one showed up to pick up the equipment amd a phone call to me was never made. I made attempts to get answers as well as the service and Elite did nothing. 
I am rejecting this response because:

Sincerely,

**** ******

4/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: t.j. c********* came to my door we started talking he said VECTOR closing and they were taling over that part of the business . all they had to do was replace the chip that they could use same equipment.

Desired Settlement: contract cancellation with no money taken from bank account

Business Response:

Thank you for the opportunity to respond to this consumers concerns. Elite Home does not believe that any of our employees at our local offices would ever intentionally impart either inaccurate or inconsistent information to our customers. We are confident that they share our goals of providing excellent customer service. In that regard, Elite Home conducts a recorded pre-installation survey with each of our customers to confirm they fully understand the agreement which they are entering and their responsibilities pertaining to any possible previous agreements. The customer must fully pass this survey to be eligible for our services.

The recorded pre-installation survey for this consumer was conducted April 14th, 2016, in which the they were asked "Do you understand that Elite will now be your alarm security service provider and that Elite is in no way affiliated with your previous alarm company, is not a sister company, a partner, a company merged with, a company buying or taking over your previous alarm company?" to which the consumer replied they did understand. The next question asked of the consumer was "Has anyone from Elite stated or implied to you that your previous alarm company has or is going out of business?", the consumer replied no. If the consumer had responded that he was not aware of either of these questions the installation would not have proceeded.

As a matter of customer satisfaction and final resolution for this consumer Elite Home will release the consumer from the agreement and immediately terminate all monitoring services and will refund any monthly monitoring charge, however our records indicate the consumer has not been debited for such charges.  

Elite Home takes pride in being an upstanding member of the communities in which we provide our services and will continue to protect the property and wellbeing or our valued customers.

4/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Elite misrepresented and said they could use other company's equipment. Elite also stated that they would care of commitment to existing security company.

Desired Settlement: Cancellation of contract with no monies being drawn from provided account.

Business Response:

Thank your for the opportunity to address the consumers concerns. Elite Home has not had the opportunity to speak directly with this customer in regards to their newly installed alarm system, However as a dealer/provider of home security equipment we are able to utilize pre-existing equipment in the customer home and the equipment must be able to provide correct live signaling prior to the customer monitoring account being published with our monitoring station at the time of install. Regarding any pre-existing agreement that the customer may have. Elite Home conducts a recorded pre-installation survey, that a customer must pass completely, to be eligible for our service. In this call the customer is asked if they understand that any agreements with any previous monitoring companies is their sole responsibility. That being said Elite Home will always work with our valued customers regarding any balances of previous agreements that have not reached full maturity, as long as the customer has cancelled the previous agreement in writing.

Elite Home will reach out to the customer to offer resolution to their concerns. The customer may also reach our friendly customer loyalty agents at ###-###-#### option *.  

4/28/2016 Problems with Product/Service | Complaint Details Unavailable
4/21/2016 Delivery Issues
3/25/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After learning that Elite home security was unable to monitor my home alarm after billing me for several months. I called and requested a technician to come help fix the problem. The technician came and was condescending, and aggressive with me and made me feel very un comfortable. He told me he was unable to fix the problem and left. after his departure i learned that he left my alarm in an even more un workable state. I again called this company asking them to at least return my alarm to its functional but not monitored state (as it had previously been) they told me that would charge me for a service call to fix their mistake to my dismay i wasn't going to do this again after my previous experience out of fear for what condition things would be after they left and what kind of temper TJ (the lead technician) would have that day. I have put in email to this company that I am not longer doing business with them as of (2/16 date email was sent) and now i am still receiving bills for monitoring from them. when i call and try to speak to a manger Letticia will tell me no one is available and puts me on hold for over twenty minutes and never comes back to the line.

Desired Settlement: and no further contact from the company seeing as how i have put in writing to said company that this is my request as well. I am under no binding contract with this company.

Business Response:

My name is Dwayne G***** and I am the Director of Call Center Operations for Elite Home. We are in receipt of the above-referenced complaint and appreciate the opportunity to respond.


Our records show that Elite Home did dispatch a technician to the customer's residence February 11th, 2016 for a system communication issue. Upon inspection our technician found that the customer had changed phone service providers and though there was a dial tone the monitoring system was not able to dial over the provided line. Our technician contacted the new provider, on the customer's behalf, to verify if their services would support the tone communication needed for the monitoring equipment, the technician was told he would hear back from an agent regarding this request and to this date has not.


The customer was informed that if the new phone service provider was not able to support the monitoring system communication then the customer could be upgraded to cellular communication, which would remove the need for monitoring communication to rely on the customer's phone service provider. 


As of the customer contact March 22nd, 2016. the customer was again informed of the issue with her chosen phone service provider regarding the communication issue, and it was decided if the customer did not wish to pursue the cellular communication upgrade that they could send in a notice of cancellation to terminate monitoring services. Once our agent had secured this decision from management and returned to speak to the customer the customer had disconnected the line and did not answer upon call back. 


At this point Elite Home has offered the only options available for this customer, due to the customer's choice to change phone service providers the monitoring system is no longer able to communicate. The customer can either contact our offices to upgrade to cellular communication or provide written request to cancel monitoring services. 


I hope this resolution offer indicates Elite Home's continued efforts to provide the best in service to our valued customers.

Consumer Response:


Complaint: ********

I am rejecting this response because: the response of elite is inaccurate.
The technician was to arrive at 10:00 he showed up at nine. He messes around with the alarm system and said he could not fix it without contacting my internet provider. The internet provider responded back that the phone would work on the fax frequency, the technician never came back to fix the problem. I called elite because when he came the alarm could be armed and had a FC message after the technician came I could not arm the alarm and was now getting an 07 message. I called elite and expressed my concern. the sassy phone rep told me that I should cancel my contract with them because they could not fix it. On Feb. 12, 2016 I e-mailed them to discontinue service and to return my system to the condition they found it in. They had been charging me for service they couldn't provide and continued to charge me for service I had discontinued and that they said they couldn't provide. Now they threaten to send me to collections for their error.

Sincerely,

******* ****

Business Response:

To resolve the customer complaint Elite Home has located the customers original email dated February 12, 2016 in this email the customer stated "I am no longer a customer and will no longer accept any bills from  Elite Home Security or any of its associates" Elite Home has entered this email along with the consumer complaint as validation of their intent to cancel services. Monitoring services have been terminated and the balance due on the monitoring account has been cleared.

Again we hope our actions show our great intent to resolve customer complaints even those created outside of our control.

Consumer Response:
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,

******* ****

2/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought security camera system and had them install cameras and alarm system. I have had them out to fix the DVR that has not worked properly for over two years . They took it and tried to fix it themselves which void any warranties , that didn't work . They blamed a static IP address to be the problem . I fixed the IP address and it still switching cameras off. They told me to unplug it and plug it back in and it would work. It worked for 10 minutes and shut down so you cant view security cameras. I have called 6 times and I just get we will call you back and they return calls or come up with a solution I'm out $899.00 with no cameras working

Desired Settlement: repair DVR so it will show the pictures on my cell, computers

Business Response: Thank you for the opportunity to address this consumers complaint. Elite Home would like to clarify any possible misunderstandings by the consumer regarding their purchase of video monitoring and recording equipment. First, all video recording equipment has a standard 2 year manufacturers warranty.  The manufactures warranty covers the cost of repair of the recording hardware, however it does not cover the cost of service or replacement during repair process. Elite Home does offer an extended warranty, which is offered to all purchasing customers at the time of sale, for a nominal monthly fee Elite Home will warranty the equipment outside of the manufacturers 2 year warranty as well as any service or replacement expense. This consumer refused the extended warranty option offered by Elite.


It must be stated that Elite replaced the consumers previous video recording device with a new unit free of charge. It was shortly after this replacement that the customer contacted Elite again stating that he was having issues with the new unit. Elite's technician visited the customer and made changes to the configuration which at the time appeared to resolve any issue. However the customer called again with the same issue and the technician stated that the best option would be to send the unit to the manufacturer for repair under the 2 year manufacturers warranty, the customer was informed that this process could take 2-3 weeks, and requested a quote to replace the older model unit with a current model, the customer was provided discounted pricing due to the issues he had experienced with the original unit as well as the unit provided as replacement free of charge by Elite Home. 

Elite Home feels that we have gone above and beyond for this consumer regarding his decision not to purchase an extended warranty, Elite Home has provided a replacement model unit at our expense as well as send a technician to update his configurations. At this time the consumer can either contact the manufacturer to repair the hardware or purchase a current model device, with the option of an extended warranty from Elite Home to avoid any possible issues in the future. 

Consumer Response:
Complaint: ********

I am rejecting this response because: I never got a call back with any quote . Elite had an appointment with me last Friday and they never showed up to pick up equipment. Ever time  tech came to try to reconfigure components it stopped working within a day, but did work when he left . It manager told me we only need a static IP address for it to work ?  I sent text to tech several times and no response . I called Elite several times and they didn't mention any of this. This has not worked properly since one year anniversary of purchase. I would not have come to BBB but they won't follow up on there commitments . 

Sincerely,

**** ******

Business Response: As previously stated, Elite Home does not have an extended warranty for this consumer, as the consumer refused this option and currently has not billed them for technician services rendered to this point. Elite Home is not able to continue to provide services without compensation.  The customer has the option to agree to pay the technician fee schedule for future service for the current hardware or agree to purchase a replacement video recording model and select the Elite Home extended warranty option to have sufficient coverage other than the manufacturer warranty for any future issues.  

Consumer Response:
Complaint: ********

I am rejecting this response because: Extended warrantee ? I have not refused to pay any bills . If they can't fixit  or send it in for repairs, what's to bill. Clearly there customer service, tech support and IT don't communicate well or respond to customer call backs. I have done my share to communicate and get no response or closer on a still not operating device. 

Sincerely,

**** ******

2/12/2016 Problems with Product/Service
1/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We signed up for security service with a salesman that came to our home on June 22nd. Along with a new control panel, we were promised an indoor camera, yard signs, as well as door and window stickers. All these items are listed on the contract. The camera was the whole reason we signed up. After signing the contract, a technician immediately arrived to install the new control panel. He then told us that the camera was on back order, and he would be back in a week to install it, along with the yard signs and door stickers. We never heard back from him. We called Monitronics on July 18th at 10:43 am and explained our situation. We were instructed to call the salesman from Elite. We called the salesman at 11:12 am, but got no answer and left a message on his answering machine. He never returned our call. I called Monitronics again on August 7th at 9:27 am, and explained the situation again. I was shuffled around to a few different departments, and then told that someone would call me back. No one did. I called again on September 26th at 12:44 pm, explained the situation again, and was again told someone would contact me. No one did. I called again on November 3rd, this time to cancel my account. Only then did someone finally respond. I spoke with a retention specialist and explained that I was dissatisfied with the company's disregard of my concerns and that we'd been paying for service and equipment for nearly 5 months that we were promised and never received. She stated that she could offer me a two month credit and have a technician come out that day with a camera. I told her I was not interested in working with a company that only responded to my concerns when I threatened to cancel. I told her I had to get to work and couldn't stay on the phone any longer. She said she understood and would call me again later that day. She never did. On November 10th I got a call from the Monitronics accounting department asking me to verify some information. I explained the situation to the man and he said if I wanted to cancel my account, I'd need to send that request in an email to ***************@elitehome.com, which I did that day at 12:25 pm. On November 12th I got a call from someone at Elite asking if I was still certain I’d like to cancel my account. I told them yes. The girl informed me I would have to continue making payments for the full three years to complete my contract. I informed her that I was not obligated to uphold my part of the agreement since Monitronics/Elite did not install the equipment they agreed to install. (They had 5 months and several notifying phone calls to complete the task, but did not.) The girl stated again that I was under contract and would have to pay the remainder of the contract. I asked to speak with someone else. She transferred me to another representative who told me the same thing. I explained the situation again. He told me he understood, but did not have the authority to release me from my contract. I asked him to transfer me to someone who did have the authority. The man told me that there were no managers available at the moment, but that he would have one of them call me back shortly. They never did. On December 17th a man called me to ask if he could schedule a technician to come install our camera. I explained again that we weren't interested in continuing our service, and we would like to be released from our contract. They said they understood and would check with the other service rep to see where things went wrong and that he would get back with me before the day was through. No one did. This week, I received a letter from Monitronics informing me that they had accepted my cancellation and our account had been discontinued. The remaining contract would have to be discussed with Elite Home. On December 24th I called Elite. I spoke with a girl in the customer loyalty department for 20 minutes. She explained that she wanted to schedule a technician to come install two cameras and would credit us only three months of service for all the trouble. I told her the same thing I told everyone else--we weren't interested in working with a company that has such poor communication and we'd like them to cancel our contract. I told them the only way we'd stay is if they could lower our bill to about $20 per month. She said that was no problem. I told her I needed to discuss it with my husband. She said she'd call me back. On December 28th, she called me (amazingly)! She said she'd scheduled a technician to come the following Friday but that if I wanted to just do the basic monitoring service without any cameras, that she could lower my bill $10 or $15 per month. (I misunderstood and thought she said she could lower the bill TO $10 or $15 per month. I told her I'd talk it over with my husband again and would call them to let them know our decision. Later that morning at 11:28 AM, I call them back. The girl I spoke with was not available, so I left a message for her to call me with a man in the same department. He promised she would call me back before the work day was done. She never did. Friday, no technician came. January 7th, I call at 12:38 PM. I speak with the girl and let her know that we've decided to just take care of the cameras ourselves and that we would take her offer to lower our bill to $10 per month for basic service. She said that she could only lower our bill to about $50 per month. I told her that was too much and that I'd spoken with other customers who were paying about $20 per month. She said that was the best she could offer. I told her that wasn't acceptable and we'd probably have to go to court to settle the contract. Before going to small claims court, I'm hoping the BBB can help me.

Desired Settlement: I would like Elite to cancel our contract. I would also like a refund for the portion of our $55 monthly fee that went to equipment/service we never received.

Business Response: We have reviewed the customer complaint and have verified that the promised camera was not provided to the customer.  Our offices in speaking with the customer, in the previous 30 days, have offered to rectify the situation by providing 3 months of monitoring service free of charge as well as reduce the monthly monitoring rate by 18% for the oversight on our part. The customer has declined all offers. Thought the customer did agree to a term monitoring agreement Elite Home feels that the customers issue is valid and will release the customer from the agreement and cancel monitoring of the location effective January 7th, 2016. The customer will not be pursued for any further liability. Elite will further offer to rectify the issue by providing credit of the difference in monitoring package rates, for customers with camera service, to those with standard security service for the period that the customer paid for monitoring services. 


 We hope that the above issue resolution indicates Elite Homes desire to provide the best in customer satisfaction if our service is ever lacking in any fashion. 

Consumer Response:
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. 

What is the difference in price for packages with and without cameras? When can we expect the refund?

Sincerely,

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

1/6/2016 Problems with Product/Service
12/18/2015 Problems with Product/Service
12/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Elite , I spoke to Carl M*** twice & they promised to reimburse me for transferring my old security co. to theirs . the amount was $1100. 00 paid over a 2 month period. I also got a phone call from Kurt T***** September 11,2015 asking me if I was happy with Elite, I told him they promised to reimburse me for $ 1100.00 over a 2 month period , & he told me he use to work in the sales dept. & it was a common practice to offer reimbursement to people & he promised to get it my money & said he would call me back in 2 weeks , I have tried to get him on the phone several times since sept 11, 2015 but no answer .

Desired Settlement: I have had many phone conversations with Elite , still promising a reimbursement , as of today I have not received or heard from them all I want is my $1100.00 & I will continue to stay with them.

Business Response:

Elite Home regards a failure to deliver excellence to its customers, in customer loyalty, constitutes rendering a defective product by Elite Home. It is this insistence upon maintaining superior standards which has enabled Elite Home to become the most successful independent security alarm company in the country. Elite Home’s success and commitment to its customer service orientation is evidenced by both its unparalleled growth as well as its unsurpassed ability to generate the loyalty of its customers. 

Upon receipt of this complaint Elite Home contacted the customer and apologized for the delay of their valid request, the customer refund has been expedited through the approval process and remittance to the customer will happen within 5 business days. 

I hope that I have provided a sufficient indication, at this juncture, of our intention to prioritize this matter and to apply our resources toward its immediate resolution. 

Consumer Response:
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,
***** ****

7/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: was not able to read the contract and keeping getting harassing phone calls

Desired Settlement: TO STOP calling me

Business Response: My name is Dwayne G*****, I am the Director of Call Center Operations at Elite Home. Thank you for taking the time to express your concerns via the BBB website. Rest assured that we give serious thoughtful consideration to all feedback received from valued customers and individuals in the communities in which we conduct business.  I am very sorry to learn that you had an unfavorable experience with our company.  Elite Home always strives to meet the highest standards in our industry and, as such, it is vitally important to me to address situations when customers or individuals in the communities in which we conduct business believe that they have not received such level of service. 


From my internal investigation I am able to verify that the complainant has not initiated any agreements with Elite Home or its affiliates, The consumer has not had any equipment installed or activated, and there has been no billing for any services provided by Elite Home. I am also able to verify that the only contact attempt made by Elite Home to the consumer was from my extension, and solely in reference to the the received complaint. A message was left for the consumer to contact me directly regarding any perceived issue.

At this time Elite Home has no option for resolution with this consumer as they are not now or have they been a customer. 

7/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Salesman from Elite Home Security came to door (no soliciting sign on door) indicating his company had bought out my home security company and he (John E****) was going to put in new equipment at no charge and the monthly fee would not change. My company had not been bought out and told me this was a SLAM. I need to cancel the contract but Elite Home security says it cannot be cancelled because the contract is with a monitoring company, Monitronics.

Desired Settlement: cancellation of 60 month contract I was coerced into signing for a new home security system when I already had a home security system.

Business Response:

The complainant has made several allegations against our organization including an allegation that our representative made certain misrepresentations to her about her then current security service provider. We respectfully disagree with the complainant’s position. Our office engages in proactive measures to insure that our customers have a good understanding of their rights and obligations in their agreements. One such activity involves requiring that all of our customers take and pass a Welcome Call survey during which they are asked a series of questions designed to insure that they have the requisite understanding to enter into their agreements.

 

These questions include but are not limited to questions about the rate and term as well as questions about the customer’s understanding of the lack of affiliation between Monitronics and her former alarm company. The complainant answered appropriately to these questions.


As further indication of Elite Homes desire to provide the best possible result in any dispute,  as of 5pm on June 22, 2015, during discussions with the customers family members, Elite Home had agreed to release the customer from the agreement upon the return of equipment installed in the home. As the conversation had ended with a resolution in favor of the customer Elite Home had assumed the customer was satisfied with the result.  if this is not the case we would be more than happy to discuss further options regarding the customer cancellation.


We thank your office for the opportunity to respond to this complaint. If you require any additional information from our office. We appreciate your anticipate review of this response.

6/30/2015 Advertising/Sales Issues | Complaint Details Unavailable
6/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed a contract for a home security system in my home at **** ***** ** ** ****** **** for a security system. The contract was for 3 years and it came out of my mother (***** ****** bank acct monthly). February my mother purchased the home from me. We called Montronics who monitors the system (we were never told that their were multiple companies that service our acct when we purchased and did not know that Elite subcontracts to Montronics and then after one year will sell my whole contract with Elite to Montronics. We asked Montronics to switch the service and contract to ***** ****** as she is now the home owner and the monthly payments have been deducted from her acct since the inception of this contract. They said they could not do that , that Elite has a three year contract and I would have to keep the system in my name when I no longer own the house and that they would sue me if I didn't keep the system. I am moving in with my grandfather who is 92 and has cancer so I told them I don't have a house I am moving to that I can move the system to , again my mother wants the system, has always paid for it and just wants switched to her name, we were told that was not possible to call Elite since it was their system. Montronics takes the money out of my mothers account. We called Elite they told us they would handle it and would call me back. April 28 they money came out of my mothers acct again 53.49. We called Elite and spoke to ******** in customer loyalty and to ***** who promised on Friday May 8 they would call me back within 1 hour. They never called , I called them and they told me they were talking with Montronics and everyone was blaming each other (the 2 companies) , my mail came and there was a letter that said May 1 my system was disconnected, I never got a notice, never was informed we had no protection and my mother has a life line. I was mad, I called Elite again and they said you should not have been disconnected they would take care of it and call me back in 20 minutes, they did not call again. I called montronics who gave me a supervisor , **** , who told me that montronics notified Elite that they would no longer be providing services 30 days prior to disconnect yet Elite who we have the contract with never informed us, yet Montronics still took out my money from my mothers account for Elite for the month of May when there are not active services. Continually since Friday I have called several times to Elite who keeps promising me they will take care of the issue and switch the account name, restore service and call me back to confirm. They have not done any of these things. WE have no system that is active. My mother called the bank to stop payments in the future. I want my contract terminated due to breach of contract, not following up or doing what was promised and I want my 53.49 back for services that are not provided for the month of May. I never want to do business with a company that has no integrity , does not honor their commitments and is basically untrustworthy. .

Desired Settlement: I want my contract terminated and official written documentation that it has been terminated. I want a refund to the account for 53.49 for services not provided in May. I no longer want the service switched nor does ***** ****** (my mother) as she does not want to business with a company that has not honored their commitments that she paid for.

Business Response: Thank you for your concern. This account was set up on 06/13/2014. Elite Home has strive and worked with customer on all issues. The customer is in term with 36 month agreement. We have worked with this customer on multiple levels to resolve this issues. 

Consumer Response:  
Complaint: ********

I am rejecting this response because: They have not worked with us on any level.  On every phone call we  made they promised to call us back, to tell us what they could or would do, they never called after being promised a call not once but 8x, there was no resolution to our situation only a promise that was unfilled from the company that they would investigate what the options were and let us know within a certain time frame which they never met.  They also charged us for  a month of service on 4/28 and we have no service.  We literally just kept getting the run around and no help from them at all.  The company cannot give you one time that they called us or one resolution they offered us.  I do not see any attempt to rectify the situation even now.  I want resolution. released from the contract for breach of contract on the company part and I want a refund from the time my services were disconnected and they were already paid for. 

Sincerely,

***** And ****** ******

Business Response: We will be releasing this account. This will be active as of 04/30/2015. We will need all equipment that was installed to be returned. You will be contacted by a tech shortly to have  the equipment retrieved. 

Consumer Response:  
Complaint: ********

I am rejecting this response because:

Sincerely,

***** And ****** ******

I also want refunded the prorated money for the month of May , the money was debited on April 28 and the service was disconnected on may 1.  I want the refund for the time it was not active as we were not even notified that it  was disconnected. 
thank you ,
***** ****** 

Business Response: Services were rendered and administrated on this account until 04/30/2015. The product was provided and used. Effective cancellation date is 4/30/15

Business Response: All amounts bills out side of the cancellation period were returned to customer on 04/30/15.  05/01/2015 to 05/12/2015 a prorate amounts *****.

Business Response: The customer was send a refund in the form of a check. The services have been cancel. The customer balance is at zero and monies paid we mailed back to customer. Customer has no paid for May 2015.

5/9/2015 Problems with Product/Service | Complaint Details Unavailable
2/4/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I moved from the house Elite was monitoring in September of 2014. On October 15, 2014 I called Elite's customer service and asked my account to be closed. They told me they required a written and signed request first. They emailed me the information and instructions. I complied the same day. I even saved the signed document in digital format. The next month, my bank account was debited again. I called Elite and they told me they had no record of my close account request. I forwarded all the email chains and confirmations from their support, including the scanned written request. Fast forward to January 2015, and I find they have have been debiting my account, and never have stopped. On top of that, they still have never sent me a refund for the unauthorized charges. Their support is only open M-F 9-5. A security company with those kinds of support hours should raise red flags immediately. I had to call my bank and put a stop payment on the company.

Desired Settlement: A full re-fund and written letter from Elite confirming the close of my account and that they will no longer be attempting monthly drafts from my bank.

Business Response:

Thank You for your concern. Your account has been canceled since 08/26/2014 and all charges have been refunded. According to our records we have worked with the customer and come to a conclusion. We refunded the customer $****** on 01/26/2015 due to charges in Oct, Nov, Dec & Jan payments that were processed after cancellation.  

Thank you for your time 

*** *****

Customer Service & Service Manager

Elite Home Security

************ Ext ***

12/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Elite Home Security has failed to repair the security system in my home after a 2 month period. Payments have been made without benifit of service The initial phone call was made on August 20, 2014 when the security system failed. I was told I would be contacted by someone from the monitoring station within 24 hours. No return call was made, so I attempted to reach someone on 8/21 but got no response from the number, ************,which was the number I called initially. . On 8/26/14 I left a voice mes**** with ******, the service manager but did not get a return call. Spoke with **** on 8/27/14 and was told a technician would contact me before end of the day but when I did not recieve that call, I called again but the office was closed. I spoke to **** again on 8/28/14 and was told the service manager would call with an update but that call never happened. Spoke with ****** on 9/9/14 and after being on hold for 20 minutes was promised a call from yet another technician. It was then a technician was scheduled to be at my home on 9/10/14 between 5-7 PM. On 9/10/14 someone from the office named ********* called about 7PM to say the technician was running late and would be at my home by 8PM. The technician arrived around 9PM but did not have the correct part to fix the system and said the part would need to be ordered. Again I was promised a call on Monday 9/15/14 to schedule a time to make the repairs. No call was received. So, I called ****** again on 9/15/14 and was told the part had been ordered and I would hear from someone on 9/17/14 and again no call was received. The part arrived on 9/19/14. On 9/22/14, someone named *** from the company called, and said ** *****, the technician would call to schedule a time to come and make the repairs, no call was received from the technician. My husband ******* ****** spoke to **** on numerous occassions during the weeks of 9/15-9/19 and 9/22-9/26/14. **** continued to state the problem was inability of the company to contact the technician. Contacting the technician in the field had been stated as a concern before by the customer service representative. I initiated another call on 9/29/14 and at that time a technician was scheduled for 10/1/14 between 5PM-7PM, no technician came and no phone call was made by the company with an explanation or attempt to reschedule. I have had no further contact with the company, other than to make withdrawals of $49.99 from my checking account for the month of September 2014 and I am expecting a withdrawal for the month of October 2014.

Desired Settlement: I want to be released from the alarm monitoring agreement with Elite Home Security for breach of contract on the part of Elite Home Security. I have continued to honor this agreement with timely montly payments for services that have not been rendered for two months. My home and family did not receive security protection for the months of September and October. At the present time my home and family are not receiving this protectin which consist of fire, police and medical protection. Based on the lack of service I have experienced, I have absolutely no confidence in Elite Home Security that any future problems would be handled in a timely and professional manner. I cannot trust the security of my family and home to a company that shows such callus concern for the safety and well being of their customers.

Business Response: Contact Name and Title: *** ***** Customer Service Manager
Contact Phone: ************
Contact Email: ******@ELITEHOMESECURITY.NET
Thank you for your concern. According to our notes I show we have called the customer more than once and have been working on resolution. We also have gone to the customer home and the customer had done a no show. We have tried to service this customer however if the customer is not home we are unable to service this account. We have left multiple voicemail for this customer. When the tech was on location he also has left voicemails for this customer. We will offer the customer a refund for the months he has been with out service and still offering the tech to fix tech issues. We have left voicemails for customer.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
How many ways can I say that this company has lied about the number of times they have tried to reach me either by phone or at my home. The tech came to my home one time and that unsuccssful visit has been reported. I spoke with a representative on the occassion that I reported in my ititial complaint with the BBB. After my report to teh BBB a representative did call one time. There has been no concerted attempt to resolve the technical problems with my system. MOre than eaver after such a balatant deporture from the truth I have no interest in resolving this matter any other way but termination of my contract. If necessary my phone records can be checked to comfirm that this business has not attempted to contact me in the manner in which they reported.

Business Response: Thank you for your concern. According to our notes I show we have called the customer more than once and have been working on resolution. We also have gone to the customer home and the customer had done a no show. We have tried to service this customer however if the customer is not home we are unable to service this account. We have left multiple voicemail for this customer. When the tech was on location he also has left voicemails for this customer. We will offer the customer a refund for the months he has been with out service and still offering the tech to fix tech issues. We have left voicemails for customer.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
As I stated on November 7, 2014, there has not been numerous attempts to contact us by phone or visits to our home. No voice messages have been left by any representative from Elite and if visits were made to our home, they were unscheduled and no card or notices were left. This company is unscrpulous and does not have the best interest of their customer at heart. My husband and I have retained an attorney and did make several attempts to convey this information to Elite, however after 2 letters were returned stamped "return to sender, vacant, unable to forward" for the two addresses we had, we have made no further attempt. Our attorney is in the process of referring this matter to the attorney general 0f the state of Missouri for unethical bussiness practices. We do not accept the response from Elite.

Business Response: As previously stated the we have tried to service the customer account. have tried to service this customer however if the customer is not home we are unable to service this account. We have left multiple voicemail for this customer. When the tech was on location he also has left voicemails for this customer.

12/9/2014 Advertising/Sales Issues | Complaint Details Unavailable
12/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My contract with Elite ended August 2014 still being charged a monthly service fee. Elite will not cancel the service until the late fees are paid. I signed up with Elite Home security for home alarm monitoring services. I noticed a few months ago that I never received a call from the monitoring station when my alarm was activated. I called Elite customer service and was told to contact the monitoring station. I called the monitoring station and performed a system test by activating the alarm and letting the siren sound for 2 minutes. The alarm monitoring station informed me that they did not retrieve a signal and for me to contact technical support department. I contacted the technical support department, performed the test again, and was told that I needed to have a technician come to my home to inspect my system. I left my phone number and was told I would be contacted in a few days. A week goes by and I never received a phone call so I called Elite again. The customer service representative informed me that my contract with Elite ended in August 2014 so that's why my home wasn't being monitored. He said "lets get your contract renewed so we can restart your alarm monitoring." I told him that I didn't want to renew the contract because I wasn't satisfied with the service that I was receiving and that I will shop around. The representative said "well call us back if you want us to resume your service." I contacted another alarm service on 11/18/14 and set up monitoring with them. On 11/18/14 I noticed that I was charged another monthly service charge for Elite and called Elite to cancel the service. I was told that I cannot cancel the service until my late fees are paid. I told them that I was charged for 3 months outside of my contract and could this be used to cover the late fees. I was told that they could not apply those 3 months to the late fees since they monitored my home. I told them that my home was unprotected during this time and have proof with technical support. So I asked could technical support come to my home to fix my system so that my home could be monitored. The representative said that technical support could not come to my home to fix my system until my late fees are paid. I do not think that it is fair, legal, and ethical to continue to pay for a service that I am not receiving because I have late fees, can not receive technical support because of late fees, nor unable to cancel my contract because of late fees.

Desired Settlement: I would like to cancel my contract with Elite even though the contract ended in August 2014, cease the deductions from my bank account, and have the 3 months that I was charged outside of my contract applied to my "late fees."

Business Response: Contact Name and Title: *** ***** Customer Service Manager
Contact Phone: ***********
Contact Email: ******@elitehomesecurity.net
Thank you for your concern,
After research and looking at this account I see that this customer has had a consistent issues with late payments. At one time the customer was 9 months late on the payments. The account was canceled per customer's request at the end of the contract term. However services were rendered so the customer was being billed for the months that services were rendered. We will be willing to apply the payments after Aug 2014 to the late fee the customer has collected. If the customer would like to have a refund for the months after term we will refund the customer and continue to bill the late fees on the account. I would encourage the customer to call in and work with our billing team on a resolution. Auto billing has stopped on this customers account.

11/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Elite Home Security installed a security panel in my home on 8/9/2014. I also signed a contract agreement for services on that same day. Later that day I signed a cancellation agreement with the Monitronics Monitoring Service. I also contacted the Sales Representative, a Mr. **** **** to state that I no longer wanted the service. I felt something was wrong. I stated to him that I faxed signed cancellation agreement form followed up by a letter to Monitronic Monitoring Service on 8/10/2014 and submitted an emailed copy of the cancellation notice to Elite Home Security Services on 8/10/2014. Also, I followed up with a call directly to Monitronics Monitoring Service who acknowledge receipt of same.I have followed up with several phone calls to Elite Security Services requesting that the equipment be removed. On 8/13/2014 another email was sent to Elite Home Security (2nd notice) requesting that equipment be picked up. On 8/14/2014 another call. Was told technician will call 24-48 hrs. As of 8/16/14 no one has called. Product_Or_Service: Security Monitoring Service Order_Number: Cust.#********* Account_Number: Contract #****** **

Desired Settlement: DesiredSettlementID: Other (requires explanation) Obtain a copy of cancelled contract and or remove installed security panel equipment in my home.

Business Response: Name and Title: *** ***** Customer Service Manager
Contact Phone: ************
Contact Email: ******@ELITEHOMESECURITY.COM
Dear Sir or Madam,

This customer has canceled and been let our of the legal binding contract. Customer was also happy with the resolution they were given.

Elite Home Security strives to provide the best in service as well as protect consumers from unfair business practices. Elite Home Security has standard operation procedures which confirm that the consumer is fully aware and willingly entering into the agreement. Elite Home Security conducts a pre-installation survey, which the customer must pass 100 percent to be eligible for our service, as well as fill out completely the customer survey on the agreement prior to signing.

Elite trains all of our employees to represent Elite Home Security in an upstanding manner. In that regard, it is common industry practice to offer a 60 month agreement. We also have options to move the system to your new home.

Elite Home Security will continue to excel in supplying our customers with the best available service and products, and provide consumers with fair business

10/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company has not fixed problems with my home security system appropriately, not called back and shown up without an appointment. From May 3,2014, I have had issues with this company. Installation was not done with what I agreed to. The contract was not written up with all elements that I had asked. I asked if we could do it another time as I had plans and he persisted that it would not take long and said I could schedule the technician to come when I was available. I told the sales rep I was already in a contract and he told me that they would pay my first few months since I was still under contract with my previous security system until July. He even told me that he would tell them what day I wanted it automatically taken out of my account, I said the 20th since I get paid the 15th. (This was not honored either as $53.49 was automatically deducted from my account ten days later on May 13, 2014). The technician showed up in the middle of writing the contract and I asked if he could come back. They said it wouldn't take long, and someone merely had to be in the house (my roommate was home). The sales representative just went over the contract showing that none of the equipment or installation was at no cost to me and said I needed to just sign the agreement. I signed thinking it was just for the product agreement, not realizing I should have waited until after the technician left. This is not ok since later I read the contract in detail and one of the questions that the gentleman (I don't know his name because it is not on the contract...) circled says "the technician was professional and cleaned up after the installation". The sales rep had me sign it and he was out the door before the technician was even done! This seemed like standard protocol, which it shouldn't be if you are signing something saying that things were installed correctly! I regret falling under the pressure for a product that seemed too good to be true. I returned from my appointment to dangling wires and a sensor not put in a place that I had told the sales rep was one of the easiest places to break in, the french doors at the front of the house, mostly glass. I spoke with who they told me to set up for a service ticket for a technician to come out (Monitronics, the actual company monitoring the system). They informed me that the french door sensor should have been a part of it if it was discussed even if it was not on the contract. The technician called a few days later, I was at work unavailable to answer. I called back and left a voicemail. He came at some point when I wasn't home to fix the problem. All he did was fix the wires, he did not add the sensor. The only reason I knew he arrived was that I had received a phone call for a survey on the service. I was livid that the owner of the premises was not notified. When I asked my roommate she said she assumed I had just forgotten to tell her that I had scheduled the appointment. I still never got the sensor installed. The technician showed up again unannounced on a holiday, July 4th, 2014. I was sick (with a migraine) and asked him to call and make an appointment three times (the only reason I answered the door was because I thought it was my father who was supposed to be coming over). He was persistent and said that the last time he was there the signal did not send so he just needed to check the signal by making a phone call. I asked, does this mean I don't have service? He said he needed to check the signal. SO for OVER a month I did not have service. Once he left I went straight back to bed. When I went down a few hours later the control panel was dangling from the wall (I have a picture). Also the door chimes didn't work. I called on July 5th and left a voicemail, again did not get an answer. I was in grad school and planning a wedding so I did not have time to keep calling them. I finally had a day off to call on Tuesday August 5th and was told a supervisor had to sign off. August 6th I was told they wouldn't cancel, but the best tech would come plus 1 month free. Still waiting and charged 8/22.

Desired Settlement: I am tired of dealing with this company and would like my contract terminated without any fees or penalties toward me. They have not provided me with the kind of home security system that functions correctly, nor do I feel safe with the company itself since they show up randomly and leave the place in more disrepair than when they came. I spoke to the technician on August 14th. She said she was in the middle of a big commercial ticket and would call early the next week. I have still not heard from her as of September 9th. I feel like I have not received any satisfactory service.

Business Response: Contact Name and Title: *** ***** Customer Service Manager
Contact Phone: ************ ext:***
Contact Email: ******@ELITEHOMESECURITY.COM
To whom it may concern,

We have serviced this customer on multiple occasions. All service was completed to required standards. The customer also confirmed with the service tech the work was completed at time of service. Signals were sent from tech in customers home also showing the services competed. Customer is currently declining any more service that has been offered. We have called customer to let her know that we would give her a month of free monitoring and send out a tech for free to fix the system. She says she wants to cancel and unwilling to work with us. The customer doesn't want to meet the cancelation policy outlined in her contract. She said she will go to the news and contact her lawyer. I told her we would provide any documentation needed for her lawyer. No contact has been made with customer since legal action was threatened. Customer is in a 36 months agreement until May 2017. Elite Home Security will continue to hold customer to agreement until cancelation standards are met.

9/22/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I was told that I would be getting an upgrade in my alarm system. I found out when they were putting in the system that it was a completely different company. I later found out they were not connected with my old system. I also found they did not cancel my other alarm system as they said they would. I now find myself with two alarm contracts. I contact my old alarm system when I received a double bill. Product_Or_Service: Elite Home Security Account_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want my contract with them terminated. I have already made arrangements to have my old company to come out. I have sent a letter informing them to pick up their equipment.

Business Response: Initial Business Response /* (1000, 5, 2014/09/16) */ Contact Name and Title: *** ***** Customer Service Manager Contact Phone: XXX-XXX-XXXX Contact Email: ******@ELITEHOMESECURITY.COM Elite Home Security strives to provide the best in service as well as protect consumers from unfair business practices. Elite Home Security has standard operation procedures which confirm that the consumer is fully aware and willingly entering into the agreement. Elite Home Security conducts a pre-installation survey, which the customer must pass 100 percent to be eligible for our service, as well as fill out completely the customer survey on the agreement prior to signing. Elite trains all of our employees to represent Elite Home Security in an upstanding manner. In that regard, it is common industry practice to offer to upgrade old and outdated competitor systems. At no time is a representative allowed to state that they represent any company other than Elite Home Security and are required to wear Elite Home Security uniform shirt and carry a Elite Home Security ID badge. The agreement is also branded with the company name and contact information, as well as yard signs and window stickers. Elite has attempted to remain neutral in the customer's dealings with previous alarm company. Elite has been working with the customer to resolve her Elite Home Security will continue to excel in supplying our customers with the best available service and products, and provide consumers with fair business practices. If you have any additional questions please contact me at XXX-XXX-XXXX. Sincerely, ******** ***** Customer Service Dept Initial Consumer Rebuttal /* (3000, 7, 2014/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would have to pay out the contract. I am 8 years old. I cannot pay out the contract. I want the contract cancel. Final Business Response /* (4000, 9, 2014/09/18) */ Dear Sir or Madam, Elite Home Security strives to provide the best in service as well as protect consumers from unfair business practices. Elite Home Security has standard operation procedures which confirm that the consumer is fully aware and willingly entering into the agreement. Elite Home Security conducts a pre-installation survey, which the customer must pass 100 percent to be eligible for our service, as well as fill out completely the customer survey on the agreement prior to signing. Elite trains all of our employees to represent Elite Home Security in an upstanding manner. In that regard, it is common industry practice to offer to upgrade old and outdated competitor systems. At no time is a representative allowed to state that they represent any company other than Elite Home Security and are required to wear Elite Home Security uniform shirt and carry a Elite Home Security ID badge. The agreement is also branded with the company name and contact information, as well as yard signs and window stickers. Elite has attempted to remain neutral in the customer's dealings with Vivint. Elite has been working with the customer to resolve her Elite Home Security will continue to excel in supplying our customers with the best available service and products, and provide consumers with fair business practices. If you have any additional questions please contact me at XXX-XXX-XXXX. Sincerely, ******** ***** Customer Service Dept Final Consumer Response /* (4200, 11, 2014/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want the contract cancel. I am 81 years old. I cannot pay the contract out.

9/5/2014 Advertising/Sales Issues
7/28/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: April 10, 2014, sales representative **** ******* came into our neighborhood selling alarm systems for Elite Home Security systems. l had previously purchased a security system from Vivint Systems. He inquired as to when my contract expired I had signed a contract that was to end August 2014. I was told that not only would Elite cover glass breakage but that my charges would be $10.00 less each month and that Monotronics (Elite) would buy out their (Vivint) contract. could change to Monotronics with no problems with Vivint because of this buyout. As of today there has been no buy out and no communication between Monotronics and Vivint. l am being billed for Monotronics and also Vivint. Because of this deception from Monotronics (Elite) I want relief from their contract. Sincereiy, ***** ****** June 27, 2014

Business Response: Initial Business Response /* (1000, 5, 2014/07/16) */ Contact Name and Title: *** ***** Customer Service Contact Phone: XXX-XXX-XXXX RE: Dear Sir or Madam, Elite Home Security strives to provide the best in service as well as protect consumers from unfair business practices. Elite Home Security has standard operation procedures which confirm that the consumer is fully aware and willingly entering into the agreement. Elite Home Security conducts a pre-installation survey, which the customer must pass 100 percent to be eligible for our service, as well as fill out completely the customer survey on the agreement prior to signing. Elite trains all of our employees to represent Elite Home Security in an upstanding manner. In that regard, it is common industry practice to offer to upgrade old and outdated competitor systems. At no time is a representative allowed to state that they represent any company other than Elite Home Security and are required to wear Elite Home Security uniform shirt and carry a Elite Home Security ID badge. The agreement is also branded with the company name and contact information, as well as yard signs and window stickers. Elite has attempted to remain neutral in the customer's dealings with Vivint. Elite has been working with the customer to resolve her Elite Home Security will continue to excel in supplying our customers with the best available service and products, and provide consumers with fair business practices. If you have any additional questions please contact me at XXX-XXX-XXXX. Sincerely, ******** ***** Customer Service Dept

6/24/2014 Advertising/Sales Issues
5/20/2014 Problems with Product/Service
4/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 11, 2013 Mr. ***** *** ****, a rep from Security Network, Inc., came to my door asking me how I liked my current security system (VIVINT who I was still under contract)and informed me he was there to update my security system, implying he was subcontracted by VIVINT. He told me he was in the neighborhood talking to people who had security systems, if they were happy with there service. To me that's targeting home owner's. Updating a system means updating current company equipment not change to another company. I told him I was happy with my system but he insisted by updating the system, it would include more security measures. It sounded good, but I had no idea he was talking about changing companies. I was rushed into signing a contract late on a Friday night & the new system installed immediately. Later, through further research Mr. ***** *** ****, representing Security Network, Inc., working for Elite Home Security was not licensed with the City Clerk to be doing business in Lancaster County, NE or the City of Lincoln, NE. I have been in discussion with the Office of the Attorney General of Nebraska that to do any business the representative must be licensed and that there is no record in the City Clerks office of ***** *** **** of Security Network, Inc. being licensed or applying for a license on or around July 11, 2013. ****** ****** City Clerk of Lincoln, NE is also in contact with the Office of the Attorney General in this matter. Product_Or_Service: Elite Home Security System Account_Number: unknown

Desired Settlement: DesiredSettlementID: Refund I believe the contract to be null and void without buyout penalty. And full refund of monthly payments dating back to July 11, 2013.

Business Response: Initial Business Response /* (1000, 5, 2014/03/20) */ Contact Name and Title: ***** *****-Customer service manager Contact Phone: XXX-XXX-XXXX Contact Email: ******@elitehomesecurity.net *** you were installed 7/12/2013, you did have 3 days to cancel without penalty since you did not send in a notice of cancellation within your 3 day period you are legally obligated to fulfill the terms you agreed too. ***** *** **** worked for Elite at the time of the sale, we do sell and install alarms for Security Networks. Elite did have a permit to sell in the county. At this point you have already been offered your cancellation options over and over from Elite and Security Networks. As for you stating you had no idea you were being switched to another company, we do conduct a welcome call to make sure you understood the agreement you were signing. Also you did sign the contract which states it is Security Networks. At this point you are current with your payments with Security Networks, we can offer you 2 cancellation options 1- pay the final bill owed on your contract-51 months left at ****** the final bill is ********** Elite will lower this for you to ********** 2- You can transfer your agreement to a friend or family member who would like an alarm. Unfortunately we are unable to let you out of your agreement for free, we do provide the 3 days after install for you to cancel if you wanted. Now that you are out of your 3 day period you do have those 2 options to cancel the agreement. Please respond to this complaint with how you would like to proceed with cancellation. Initial Consumer Rebuttal /* (3000, 7, 2014/03/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have personally talked to the City clerk & there was no license issued to ***** *** **** & that information was forwarded from the City Clerk to the Attorney Generals office. I was informed by the Attorney General's office that that makes all contracts null & void. Final Business Response /* (4000, 9, 2014/04/02) */ Elite is licensed to sell in NE our permit number there is XXXXXXXX. Elite is not required by Security Networks, your monitoring company to have all individual sales reps licensed by each city to sell. He worked for Elite and was not required to have his own license to sell in that city. Therefore we are licensed to sell in NE, we are not required to cancel your contract. We have responded to your attorney general 2x and have yet to hear back from him. Elite has spoken to you several times, the first time being August 1st we explained you did pass our welcome call and you were now legally obligated to fulfill the terms you agreed, because you were well out of your 3 day cancellation period. You also had vivint come back into your home and install their equipment, we will not be letting you out of your contract. You are well aware of your options to cancel and as well your attorney general is aware of the options.

3/13/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I was slammed by this company. They lied to enter my home and didn't do what they entered for. Misrepresented their purpose. I was mislead that the company that would be monitoring my home would be in UT. This is not the case. The deception is the company monitoring my home is in Florida and I wanted nothing to do with out of state companies. I have been threatened if I don't pay 300.00 cancellation fee they will damage my credit with a collection agency and I will be charge for three years of monitoring coming to more than 1600.00. I was very adamant about not having anything to do with anyone out of state. I was not aware of the out of state company until I had the first alarm. The panel tamper alarm was because they installed it wrong and they do not know how it works. I had to call three different numbers to find out what company I was suppose to be dealing with. There are two to three that I know of and no of them where mentioned to me verbally. I was informed that they were just going to update my panel. This led to saving me money every month and I was promised that the company was based in UT like my current monitoring company. I have talked with three people at Elite and they are not the ones monitoring the system. They since Friday Jan 17th have received there equipment back and they need to cancel the contract. They only installed a go panel. The sensor and smoke alarms are all previously installed. I was informed that the 300.00 was charge for there coming and getting their panel. I want to charge them money for deceiving me the headache and the stress they have caused me. I am furthering my investigation with my city to see if a permit was issued to the salesperson and I have also filed a complaint with the Ut div of consumer protection and have sent info to the UT Attorney General and the state of Florida. I was very clear that I wanted nothing to do with out of state people in this business. I left two nasty messages on the cell phone of the person that deceived me on Elites behalf. I was told that security networks was the ut company. Elite is the one demanding money and security networks in fl is the one doing the monitoring. I knew nothing of Elite until I had problems on Christmas day.

Desired Settlement: Compete written cancellation of deceptive contract and no extortion money demanded.

Business Response: Initial Business Response /* (1000, 5, 2014/02/06) */ Contact Name and Title: ***** *****-Customer service manager Contact Phone: XXX-XXX-XXXX Contact Email: ******@elitehomesecurity.net ****, we have had several people explain to you that Elite is the installing company and yes we are in UT. Security Networks is in FL. I apologize that Security Networks is located in FL, but they monitor many States, they monitor your home very closely. Just because they are not in UT does not mean they cannot monitor outside states. Elite has offered you a ******* cancellation fee, which is very generous. I want to clear up the confusion, yes you will be held responsible for the contract you did sign. Like ****** explained to you if your ******* cancellation fee is not paid Elite will send you to collections for the full amount owed on the contract. If you have any further questions please contact ****** at Elite XXX-XXX-XXXX ext **** Initial Consumer Rebuttal /* (3000, 7, 2014/02/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was very clear in fact adamant I did NOT want to deal with any monitoring or otherwise from out of state companies. I was lead to believe that all services where here and UT! I have already been through an out of state monitoring service and I was irritated with the service (or lack of). Your sales person did not mention Florida at all. I was lied to and deceived. If he had been honest in the first place I would have asked him nicely to leave. His remark about law suits with the existing company I was with were false. I have contacted the state of Utah's Division of Consumer Protection and filed a formal complaint about your illegal practices. You have two strikes with them already and have been issued fines. I would think you would be more honest. Your salesman was checked out for a permit to solicit on your behalf and he doesn't have one. I also have a sign next to my front door that clearly states no soliciting. That adds trespassing charges. If this is the normal way you get money from people then you should be embarrassed and ashamed. YOU need to educate your staff on the laws and train them to be HONEST and quit sending sheep to slaughter. You have your equipment and that is noted with the state. I will not be paying extortion charges. Your 300.00 you say is generous is extortion!! And I will not pay you for the full amount. You provided nothing to earn that money and your contract was falsely presented. And for further reference, learn how the system is supposed to work. I don't need an email for an alarm. It was designed to talk with the client and to make sure everything was okay. You did not do anything that was promised and therefore you misrepresented yourself. Final Business Response /* (4000, 9, 2014/02/20) */ **** when you spoke to ****** she was under the impression that you clearly understood the ******* fee. Now that you have gone to the BBB we are offering you 1 more option, we need you to cover our tech fees which is ******** Here is the deal **** we ask that you get this complaint removed from the BBB and take the ******* offer. If you choose to rebuttle this response Elite will hold you to your full agreement. Please understand if you pay the ******* and remove the complaint we will call it good. If you do not remove the complaint from the BBB we will not offer the ******* and we will hold you to the full agreement. If you have any further questions please contact ****** at Elite XXX-XXX-XXXX ext ****

3/10/2014 Problems with Product/Service | Read Complaint Details
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Complaint: THIS CO. IS A TOTAL SCAM!! UNETHICAL & IMMORAL!!!! A GENTLEMAN NAMED **** CAME TO MY DOOR ON OCT 18 SAYING HE WAS REPRESENTING VIVANT BECAUSE THEY HAD BEEN BOUGHT OUT BY ELITE HOME SECURITY. I LET HIM IN MY HOME & HE TOTALLY MADE ME BELIEVE I WAS JUST SIGNING PAPERS BECAUSE OF A CHANGEOVER IN THE NAME OF THE COMPANY. THIS IS A LONG STORY BUT I WILL TRY TO MAKE IT SHORT. NOT SIGNING THE FULL CONTRACT, HE CAME BACK & TOLD MY DAUGHTER, IN MY ABSENCE, THAT HE NEEDED THIS PART OF CONTRACT SIGNED. SHE WANTED TO SIGN HER NAME BUT HE TOLD HER TO SIGN MY NAME. THIS IS TOTALLY ILLEGAL!!! AFTER ALL OF THIS I WANTED TO CANCEL BECAUSE OF THE WAY THEY CONDUCTED BUSINESS. I WAS PUT IN TOUCH WITH THE GENERAL MANAGER ******** WHO TOLD ME THEY WERE NOT AFFILIATED AT ALL WITH VIVANT & I HAD SIGNED A 5 YR CONTRACT. WHEN I SAW THAT MONEY FROM BOTH COMPANYS WERE BEING TAKEN OUT OF MY ACCOUNT, I CALLED HER AND SHE TOLD ME SHE COULD NOT HELP ME. THERE IS ALOT MORE TO MY STORY, TOO MUCH TO WRITE IN THIS SHORT TIME. I HAVE CALLED MY BANK TO HAVE MONIES STOPPED FROM ELITE & AM WAITING FOR OUTCOME FROM VIVANT WHO HAS BEEN VERY NICE & TRYING TO HELP ME WITH THIS SCAM BY ELITE. I AM IN LAS VEGAS, NV & ELITE IS IN UTAH. NO WONDER THEY COME TO LAS VEGAS TO SCAM PEOPLE!!!! PLEASE TAKE THIS VERY SERIOUSLY, AS I AM ON A FIXED INCOME & THEY TOTALLY TOOK ADVANTAGE OF MY SITUATION. I HAVE NEVER IN MY LIFE BEEN SCAMMED LIKE THIS. I DONT KNOW WHAT THE OUTCOME WILL BE, BUT I DONT WANT THIS GOING AGAINST MY CREDIT, ETC. PLEASE HELP ME!!! THESE PEOPLE SHOULDNT BE IN BUSINESS TO RIP PEOPLE OFF. THANK YOU VERY MUCH FOR YOUR TIME.

Desired Settlement: I JUST WANT THIS SO CALLED CONTRACT RIPPED UP & I WILL CONTINUE TO WORK WITH VIVANT TO COMPLETE MY CONTRACT WITH THEM. I CANT BELIEVE MY CONTRACT WITH ELITE COULD BE LEGAL WHEN MY DAUGHTER WAS ASKED TO SIGN MY NAME TO A PORTION OF IT. PLEASE PUT THESE PEOPLE OUT OF BUSINESS!!!! I DONT WANT THIS HAPPENING TO OTHER SENIORS WHO UNKNOWINGLY SIGN WITH THESE UNETHICAL PEOPLE. THE PEOPLE I DEALT WITH ARE **** & ****** WITH ELITE.

Business Response: Initial Business Response /* (1000, 6, 2013/12/23) */ Contact Name and Title: ***** *****-Customer service manager Contact Phone: XXX-XXX-XXXX Contact Email: ******@elitehomesecurity.net This customer has signed the contract, the only paper that was signed by the daughter was a tech paper. The reasoning for this is when **** went to her home she was not there and the daughter signed it for her. ****** told the customer we could cancel her agreement because of the situation. Even though the customer had signed the initial contract. The customer was completely responsible for the contract but, ****** had given her a cancellation fee of $300.00 and to pull the system. The customer was happy about this and was willing to pay the $300.00. Elite did not have to offer this because she was legally binded to the contract. Elite also does a welcome call with the customer, she passed that call. This call states we are not affiliated with Vivint. As for the customer being billed by us and Vivint. The customer called ****** after the cancellation was set to inform her she wanted us to help her buyout of her vivint contract. ****** let her know we are unable to help pay that out because she was cancelling. If a customer has a final bill with a previous company we will help them out with it, but ***** is cancelling, therefore we will not help her buyout vivint. Please understand Elite has made a decision to hold ***** to her full contract, she has 57 months left on the contract, the final bill to cancel with us is ********** If this amount is not paid we will send this amount to collections. We offered the customer a much lower cancellation fee, and we worked with her, and now she is complaining to BBB. ***** if you have any questions please give ****** a call back at XXX-XXX-XXXX ext **** Initial Consumer Rebuttal /* (3000, 8, 2014/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) THIS IS IN RESPONSE TO CASE # XXXXXXXX WITH ELITE SECURITY LLC. FIRST OF ALL I DONT KNOW HOW ELITE CAME UP WITH THE AMOUNT THEY STATED. SECOND, THE EQUIPMENT NEEDS TO BE PICKED UP ASAP. THE FIRST GENTLEMAN WHO CALLED ME TO HAVE PICKED UP, I TOLD HIM I NEEDED TO STRAIGHTEN OUT SOME ISSUES WITH ELITE & COULD NOT HAVE IT PICKED UP AT THAT TIME. HE WAS TO COLLECT WHAT HE SAID WAS A $300.00 CANCELLATION FEE. HE STATED HE WAS SURPRISED BECAUSE HE HAD NEVER BEEN ASKED TO PICK UP FEES FROM ANY OF ELITES CUSTOMERS. I DIDNT GO INTO DETAILS WITH THE GENTLEMAN. I AM TERRIBLY SORRY I WAITED UNTIL THE LAST MINUTE. I THOUGHT I NEEDED TO RESPOND BY 1/16/14. AS I HAVE STATED BEFORE, MY MOM IS BEING PLACED IN A MEMORY CARE FACILITY ON 1/21/14 SO I HAVE BEEN VERY BUSY WITH DETAILS OF THIS. BY SAYING THIS, WHICH I TOLD ***** WHY WOULD I SIGN A NEW CONTRACT? THIS SYSTEM WAS FOR HER. SHE IS 90 YEARS OLD. ALSO, AS FAR AS DISCUSSING WITH ****** A "BUY OUT" WITH VIVANT, I DONT EVEN KNOW WHAT THAT MEANS SO WHY WOULD I SAY IT??? AS ***** STATED I WAS WILLING TO PAY $300.00 CANCELLATION FEE UNTIL I WENT ONLINE & READ ALL THE REVIEWS RE THE SAME EXACT THING HAPPENING TO SO MANY OTHER PEOPLE, WHICH TOLD ME IT WASNT JUST A STUPID MISTAKE ON MY PART. THERE ARE ALOT OF PEOPLE PAYING FOR 2 ALARM SYSTEMS FOR THIS REASON. I AM UNWILLING TO DO THAT. ALL YOU HAVE TO DO IS GOOGLE THEIR REVIEWS AND SEE THAT THE EXACT SAME TACTICS WERE USED ON MANY PEOPLE. I DONT FEEL THERE IS A 'MIDDLE OF THE ROAD' RESOLUTION. I REALLY WANTED TO BE DONE WITH THIS UNTIL I READ ALL THE OTHER REVIEWS. I REFUSE TO GIVE IN TO WHAT I BELIEVE WAS TRULY WRONG ON ELITES PRESENTATION. THIS WAS NOT A CASE OF BUYERS REMORSE. I TRULY BELIEVED I WAS JUST CHANGING OVER BECAUSE OF A CHANGE IN NAMES OF THE COMPANY.I HAVE NEVER IN MY LIFE WROTE TO THE BETTER BUSINESS BUREAU OR FILED ANY KIND OF COMPLAINTS AGAINST ANYONE IN MY LIFE. I AM 63 YRS OLD & WAS IN CUSTOMER SERVICE FOR OVER 40 YRS WITH LARGE COMPANYS, THE LAST BEING REPUBLIC SERVICES, THE MAJOR TRASH HAULER. IT MAKES ME SICK TO THINK THIS WILL GO AGAINST MY CREDIT BUT RIGHT IS RIGHT & WRONG IS WRONG. I WILL NOT GIVE INTO THE BUSINESS OF BEING DECEPTIVE TO THE PUBLIC, CONSUMERS, ETC. IM NOT TRYING TO BE DIFFICULT BUT THIS IS TOTALLY WRONG. OBVIOUSLY, IT SOUNDS LIKE THIS WILL GO AGAINST ME BUT I WILL CONTINUE TO STICK UP FOR PEOPLE LIKE MYSELF. THANK YOU BBB FOR TRYING TO RESOLVE THIS. ALSO, I DID TRY TO CONTACT ****** THIS PAST SAT. I WAS THINKING IT WAS FRIDAY FOR SOME REASON. AFTER THINKING IT OVER, I DONT BELIEVE THERE IS ANYTHING TO BE DISCUSSED. IM NOT GOING OVER THE SAME ISSUES AS IN PREVIOUS COMPLAINT. I KNOW THERES REALLY NO REASON TO. I WANT THE CONTRACT CANCELLED & OBVIOUSLY THAT IS NOT GOING TO HAPPEN. I WILL JUST CONTINUE TO CONTACT THE PEOPLE I NEED TO, SUCH AS DEPT OF CONSUMERS & HOPEFULLY THIS WILL PREVENT THIS HAPPPENING TO SOMEONE ELSE. THANK YOU FOR YOUR TIME & CONSIDERATION. Final Consumer Response /* (4200, 12, 2014/01/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) AS I PREVIOUSLY STATED I DONT EVEN KNOW WHAT THE WORD BUY OUT MEANT. THAT WAS NEVER BROUGHT UP SINCE I THOUGHT COMPANY WAS ONLY CHANGING NAMES. IT WAS NEVER EXPLAINED TO ME WHAT THE $300.00 CANCELLATION FEE WAS FOR. I REALLY DONT KNOW WHERE ALL OF THIS IS COMING FROM. I HAVE A SIGNED PAPER THAT **** HAD ME SIGN SAYING I WAS CANCELLING UNDER THE NAME OF VIVANT. THERE WAS NEVER ANYTHING MENTIONED ABOUT BUY OUT OF CONTRACT. I HAD A VERY SHORT TIME LEFT WITH VIVANT CONTRACT (WHOM I THOUGHT WAS CHANGING TO ELITE). WHY WOULD I HAVE SIGNED ANOTHER 5 YR CONTRACT WHEN THE SYSTEM WAS PRIMARILY BECAUSE OF MY MOTHER WHO IS 90 YRS OLD AND HAS NOW BEEN PLACED IN A MEMORY CARE FACILITY. I DONT UNDERSTAND THE REBUTTAL. THE LAST COUPLE OF LINES STATE I NEED TO REMOVE COMPLAINT MYSELF. AND WHAT??? WHAT DOES THAT MEAN? YOU WILL CANCEL CONTRACT, PUT ME IN COLLECTIONS, ETC? WHAT DOES THAT MEAN? IF I WITHDRAW COMPLAINT, WHAT??. I AM VERY UNCLEAR ON WHAT IS BEING ASKED & WHAT THE RESOLUTION WILL BE? EVEN BEFORE WANTING TO CANCEL **** HAD COME BY TO GET THE ONE PAPER THAT WAS SIGNED BY MY DAUGHTER & I TOLD HIM AT THAT TIME THAT I THOUGHT I WAS STILL BEING BILLED UNDER THE NAME OF VIVANT & BY ELITE. HE WAS GOING TO MAKE A PHONE CALL REGARDING THE ISSUE. AT NO TIME WAS "BUY OUT" MENTIONED. ALL OF THIS IS NOTHING BUT A BIG MESS THAT I DONT NEED AT THIS TIME. AS I SAID, MY MOTHER IS NOT IN MEMORY CARE. WOULD U KNOWINGLY HAVE SIGNED ANOTHER 5 YR CONTRACT WHAT THE SECURITY WAS FOR HER??? MAKES NO SENSE . PLEASE JUST EXPLAIN TO ME WHAT THE RESOLUTION WILL BE IF I WITHDRAW COMPLAINT. IF U RE READ THE REBUTTAL I THINK U WILL SEE WHAT I'M ASKING. ITS NOT VERY CLEAR. THANKS AGAIN FOR YOUR TIME & SORRY THIS IS LAST MINUTE. I HAVE BEEN OUT OF STATE. Final Business Response /* (1000, 17, 2014/02/18) */ To make it clear for you, Mrs *****. If you withdraw your complaint, we will go back to the original agreement that you and ****** had come to, and cancel your system with Elite Home Security and Security Networks for the $300 that cover our costs, since you were not with in your 3 days of cancellation. Because you wanted to cancel your agreement with us we will no longer take care of the Vivint balance that you told ****** your rep said he would take care of for you. BECAUSE YOU ARE NO LONGER OUR CUSTOMER. That is now your issue to deal with, with Vivint. If you do not withdraw your complaint. Because we have a signed contract and welcome call stating you were fully aware of all the terms and agreements. We will hold you to the ENTIRE contract that you signed. Or if this is not withdrawn by the next go around, reguardless we will be holding you to the ENTIRE contract. That choice is up to you how you wish to further go about this. But let me remind you that you clearly stated "Yes" to these questions in the welcome call: Do you understand that as of today 10/18/2013 you are singing a new 60 month agreement with Security Networks?" You even repeated "60 months" as we clearly replied "Yes, it is a 60 month agreement." and that we, as stated in the welcome call, and I quote "are not with, no has purchased or taken over Vivint," with you clearly stating yes, and I also quote " do you understand that **** is not affilated with and is not a representative of Vivint?" and you clearly stated "Yes" So again, if this matter is Not cleared up after this response we will be holding you to the contract that YOU did sign.

2/28/2014 Advertising/Sales Issues
2/17/2014 Advertising/Sales Issues
2/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: To whom this may concern; Elite Home Security came in and made us assum that we was getting a upgrade with Vivint. So now we are in contract with Elite Home Security system that we were to believe that it was a upgrade to our present system. Then we found out that you were not associated with Vivint therefore we want or expect to be canceled by you, Vivint is our Home Security System. we don't need two.

Business Response: Initial Business Response /* (1000, 5, 2014/01/28) */ Contact Name and Title: ***** *****-Customer service manager Contact Phone: XXX-XXX-XXXX Contact Email: ******@elitehomesecurity.net Customer was installed on 4/25/2013. Customer had a 3 day cancellation period where he could have cancelled without penalty. Now the customer is out of their 3 day cancellation period he is fully responsible for the contract. Customer passed the welcome call which clearly states we are NOT vivint. If the customer does not pass this call we will not install the system. Customer had also spoke to a few people in the office and had understood the terms he agreed too. At this point Elite has contacted the customer on 1/27. We offered the customer his options at this time. 1- We offered to buyout of his vivint contract, all we need is a final bill showing his final bill to cancel their contract. 2- Cancellation option, pay his final bill of ********** 3- Transfer the services to a friend or family member. Customer refused all options and said he was stopping payments and did not care if he was going to collections. Customer is currently already past due and is in danger of cancelling for non payment and going to collections. Customer is fully aware of his options.

1/23/2014 Advertising/Sales Issues
1/20/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Please cancel acct # XXXXXXX this system was installed unethically. My mother was coerced into this contract. She suffers from vascular dementia (dx enclosed) and is incapable of making decisions. The person who signed did not and does not have power of attorney, permission, nor the right to make decisions for her. We would appreciate you closing this account immediately.

Business Response: Initial Business Response /* (1000, 7, 2014/01/02) */ Contact Name and Title: ***** ************** service manager Contact Phone: XXX-XXX-XXXX Contact Email: ******@elitehomesecurity.net Elite Home Security never received this complaint. We received a letter about this complaint 12/31. In fact this account was cancelled without any penalty on December 10th 2013. This account was cancelled and we are no longer billing or monitoring her. Thanks!

1/15/2014 Advertising/Sales Issues
12/6/2013 Advertising/Sales Issues
11/21/2013 Advertising/Sales Issues
11/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Void contract, paid for months of service with no protection and the company was unwilling to work with customer to resolve the issue. The company installed an alarm with a dead motion detection in the main living room. We didn't realize this for several months. I complained that it was not fair to pay for a service that was not properly installed and we weren't even being protected for the money we spent. They have thus far been unwilling to reimburse us for the lost months and not willing to work with me to get out of the contract. I do not want to deal with this company any more.

Desired Settlement: Let us out of the remaining months on our contract.

Business Response: Initial Business Response /* (1000, 5, 2013/10/02) */ Contact Name and Title: ***** ************** service manager Contact Phone: XXX-XXX-XXXX Contact Email: ******@elitehomesecurity.net Elite has taken care of this service issue the tech had gone out to the home back in January.Zone 004 living motion may be faulty. We received several activations over the past 2 months. Customer requesting this zone be checked 1/11/2013: Sched Jan ) - 1/21/2013: Per **** ************ was arming system to away at night. Issue was they were not opening entry/exit door so it was defaulting to stay. **** trained customer on difference between stay and away and how it affects the motion. He was happy.- 1/21/2013. Since than the customer has requested cancellation options back in August, he is responsible for the remainder of his contract, he is well aware of the cancellation options. We also lowered his final bill to 80% that totals out to be $863.82. The account is in danger of going to collections for non payment. Elite has taken care of his service issue, customer needs to decide if they are going to stay with Elite or cancel. If he wants to cancel he will be held responsible for the remainder amount on his contract. Final Consumer Response /* (4200, 11, 2013/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) The notes they are referring to were AFTER the initial faulty battery was replaced in the front room for the motion detector. This was the second time the technician had come out. The tech told me a bunch of lies to make me happy at the time all of which I found out were not true after he left. I was okay with his response at the time because I believed him. The truth is the system was faulty from the first day they installed it and the battery did not work from the beginning. I paid for months of service for a system that was not properly installed day 1. That should void the contract in it's entirety and I do not believe I should be held liable for future payments on a voided contract nor should I be liable for the first 3 months of payment when the system was not working as advertised and as the contract stated it should. The battery in the front living room was dead upon installation. I was not aware that I had missed any payments. I called today and now all payments are up to date, so there should be no more issues with collections. The Confirmation Code for payment is XXXXXC. It is a matter of the company owning up to their faulty installation and doing what is right - letting me out of a contract they voided from Day 1. Final Business Response /* (4000, 9, 2013/10/07) */ Customers service issue, these are the techs notes-Per **** ************ was arming system to away at night. Issue was they were not opening entry/exit door so it was defaulting to stay. **** trained customer on difference between stay and away and how it affects the motion. He was happy. Customer did not initially call in to cancel because of service, he called in stating he could not afford it, therefore Elite lowered his final bill. Customer is 2 months past due. The reasoning he is in danger of going to collections is because he is in danger of cancelling for non-payment. Also if he wants to cancel and cannot pay the lowered final bill of the 863.82 that we have offered. The final bill we offered was 1,349.73, we have lowered that final bill 80%. We are asking that the 863.82 be paid to cancel the account and not go to collections. If that final bill is not paid customer will go to collections for the full amount of 1,349.73 plus collection and interest fees. As for the service issue was taken care of, also the service issue was not something we had faulty installed, and the customer was satisfied when the tech came out we will offer the 863.82 to cancel.

11/7/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Sales person was wearing shirt with name of equip. manufacturer, not Elite Home Security. Rep. gave dishonest statements about my initial provider. Rep. called on me April 29, 2013.I was misled from the moment **** ********* knocked on my door wearing a shirt with logo of equip manufacturer and not of his co. Elite Home Security. He gave the impression that he was with equip. manufacturer and not another competitor in the monitoring business I was completely satisfied with my current monitoring co, Vivent Security Systems. He gave misleading info re: quality, reliability, etc. of Vivent. At that point I thought he was with manufacturer of equip. and was then led to sign contract with co. he was really representing, Elite Home Security. I signed the contract to pay $44.99 per mo. for 60 months for a total of$2384.47. Also not realizing I still had several months remaining on my previous contract with Vivent. Mr. ********* did say that I could stay with Vivent, even though they had inferior ratings, which reinforced my impression that he was representing the equip. manufacturer. I have always been very pleased with Vivent service and response and would not have changed providers except for the misleading presentation by Mr. ********* and Elite Home Security. *** *********

Desired Settlement: To be released from the contract I signed with Elite Home Security.

Business Response: Initial Business Response /* (1000, 5, 2013/10/17) */ Contact Name and Title: ***** ************** service manager Contact Phone: XXX-XXX-XXXX Contact Email: ******@elitehomesecurity.net Customer *** ********* called into Elite August 15th, 2013, Spoke to customer he would like to cancel due to he felt mislead. Informed him of the cancellation options. The final bill is 2,549.44. Explained to him we can help with his final bill from vivint he was interested in this so I gave him our fax and mine and ******* extensions. He will send over these documents soon. He called back in August 27th wanting to go over the buyout process, gave him the address to send in his final bill to Elite so we could help him pay his final bill with vivint. Elite never received a final bill from customer. As for customer feeling mislead we did do a welcome call at the time of the sale, in this welcome call we ask the customer do you understand Elite has not bought, taken over or are not affiliated with Vivint, we also ask the customer do you understand Elite is not responsible for cancelling with vivint. If the customer does not agree or understand questions during the welcome call we will not install the system. I have attatched that welcome call. As for Elite letting this customer out of their agreement we will not let the customer out for free, the customer will be held responsible for the remainder of the contract which is 54 months left at 44.99- final bill to be paid to cancel is 2,429.46. If customer would like he can send over his final bill from vivint, if not customer will have to pay his final bill to cancel. If this is not paid he will go to collections for the full amount.

10/31/2013 Problems with Product/Service
10/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company charged us for a product that was not working, and refused to fix problem. ***** ****** called several times over the months of June/July to speak to customer service about product malfunctions. My husband and I purchased a security system through Elite home security to keep our home safe. The problem was the company installed one motion detector to secure a 30x20 foot room upstairs and another motion detector to secure an entire basement that has 5 windows. The security monitors originally only went off when within 6 inches. We called, they came out to fix the detectors. Once the detectors were "fixed" they now only cover an 8 foot area. Again, ***** called and was told a manager would return his call within 24-48 hours. A week later on July 29, 2013 ***** called back. Began to speak with **** ********* about the issue. He responded with our home is secure, will not refund us any of the money we paid, and requested we pay an additional $30 a monitor to become secure. We would need to add 3 more monitors to have actual security. He refused to assist us, and reminded us that we are under contract.

Desired Settlement: I would like a refund for the previous months I have paid since we are not actually secure. As well, I would like the company to add the motion detectors (at their cost, not ours), since they presented a product that would keep our home safe, yet it has not. I feel this is false advertising, stating that these detectors would secure the entire basement and living area, yet it clearly does not.

Business Response: Initial Business Response /* (1000, 5, 2013/07/31) */ Contact Name and Title: Elite Home Security Contact Phone: XXX-XXX-XXXX Elite Home Security is more than willing to find a resolution on this account. We have provided security for this customer, and have upheld our end of the agreement. The customers home is secure, the motion does cover a 30x50 foot room. We did have someone sent out to the home to ensure all sensors were working properly. We have provided the customer with every piece of equipment that was on their original agreement. It was explained that any additional equipment would need to be purchased by the customer. We did quote the customer on additional equipment at cost. Elite Home Security did not refuse to assist the customer. It was explained that we can add additional equipment, but it would need to be purchased. Customer was not willing to work with us at this point. The original agreement did include additional equipment that was at no cost to the customer. Once again we are willing to find a resolution, but will not be giving the customer anymore additional equipment for free. Final Consumer Response /* (4200, 24, 2013/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) MY home was not secure, as a direct quote from above from elite "...make up for the months the home was not fully secured". Clearly states they agree my home was not secured. Therefore I was paying for a service that Elite was not providing. I expect the money I paid for 3 months during the time Elite was not protecting my home. As well, it was never agreed that a motion dectector would compensate for the months my home went unsecured. This motion detector was placed in my home in order to uphold the contract, that states that the equipment provided would be securing my home, yet it did not originally secure my home. I expect a refund for the 3 months my home was not secured by Elite, as I was paying for a service I was not receiving. Final Business Response /* (4000, 22, 2013/09/16) */ Contact Name and Title: Calli Hamre-Customer service manager Contact Phone: XXX-XXX-XXXX ******* Contact Email: ******@elitehomesecurity.net Elite Home Security had a tech go out August 23rd. the tech did a walk through with the customer and gave customer a free motion sensor, we have given this sensor to make up for the months the home was not fully secured. Elite has provided service and has given them a free motion sensor. Elite will not refund for the 3 months customer went with just 1 sensor as for we have provided one free sensor to the customer. If customer has any further questions or concerns Elite will gladly help them out.

10/4/2013 Advertising/Sales Issues
9/30/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Sales presentation used dishonest sales practices Exact same issue that can be seen on other BBB reports for this company. (That should tell you something right there) When the salesmen came to my house he told me that Elite had purchase my current alarm company and I would be transfered to Elite. As part of this they would be updating my service and my contract would switch from Viviant to to Elite. I continued to get charged from both Viviant and Elite for months, when I contacted Viviant I was told the salesmen from Elite lied to me and they had not purchased Viviant. I spent hours on the phone with both Viviant and Elite working to get this straightened out with no luck.

Desired Settlement: I want out of my current contract as I was misled into sigining the contract initially. I am current on my bill and am not looking for the money I have spent back. I just want out of my current contract with this dishonest company.

Business Response: Initial Business Response /* (1000, 5, 2013/09/11) */ Contact Name and Title: ***** ************** service manager Contact Phone: XXX-XXX-XXXX ******* Contact Email: ******@elitehomesecurity.net I do apologize but I am unable to find this customer. I cannot find customer under the name provided. Please provide me with the name on the account and the address for the account. Thank you.

9/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Mis-led by Elite and persuaded to change my security company. On May 23, 2013 *** ***** rep for Elite home security, came to my house and informed me that my security equipment was no longer under warranty. He said that the company that I signed on with APX, was sold to Vivint without Honeywell's knowledge, and my equipment was no longer under warranty. He said, if my panel broke, I would be responsible for the cost of a replacement. He said he could change the equipment today and give a cheaper rate. he call ***** and he came and swapped my equiptment out. He hand-wrote a letter to Vivint for me to sign, canceling them and signing on with his company. Days later Vivint concacted me and said all this was false. they sent someone to take Elites equiptment out. I sent Elite a cancelation note after the cancelation deadline. I don't think that i should have to pay two companies to protect my home. I feel that *** miss-led me and also strong-armed me into changing my home security company.

Desired Settlement: I don't think I should be liable for the cancellation fee. Which is 3 years. $39.99 per month. The total cancelation fee is $1359.65.

Business Response: Business' Initial Response /* (1000, 9, 2013/09/12) */ Contact Name and Title: Elite Home Security Contact Phone: XXXXXXXXXX Elite Home Security has cancelled Ms. ********* account. She was in fact being invoiced for the contract balance, but that has since been cancelled as a service to the customer. She did not cancel within her 3 day right of recession, which did cause her account to continue to be billed. Once again this account is cancelled. Thank you. Consumer's Final Response /* (2000, 11, 2013/09/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Elite Home Security did the honorable thing and I appreciate the resolution of my complaint.

8/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Salesman lied tpo gain entry into house claiming he was with our current alarm provider. Alarm installed does not work and they have not done anything Salesman told my wife he was with out current alarm provider, ADT, and was updating system. He installed new hardware and after my wife signed the papers we were with another provider. Elite was supposed to take care of transfering account from ADT to Security Networks but has failed to do so causing us to be double billed. The alarm installed does not work and we have called repeatedly for service but only had one visit and that didn't fix the system. We are now beeing harassed by phone calls.

Desired Settlement: Cancel the whole contract and never set foot on my property again.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/07) */ Contact Name and Title: ***** ************** service manager Contact Phone: XXX-XXX-XXXX ******* Contact Email: ******@elitehomesecurity.net Elite Home Security does not have any records for this customer. If we can have the address where the alarm is located or the name on the contract. We will be happy to further assist the customer once we can find the customer. Thank you.

8/21/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: mr **** deceived me with his presentation mr. **** came to my door with the statement that he was here to update my system. I assumed that he meant my system that I had in place. He went about talking about the system and told me in talking that my contract with Vivint had expired. So he was putting in his system! Come to find out when both companies started double billing me I had six more months on my Vivint contract. If I had known that I would never allowed him to put Elite in my home. I have asked them to cancel there contract with no luck. I think they were wrong in the way they deceived me in there presentation and I am not going to continue paying both companies.

Desired Settlement: cancel my contract

Business Response: Business' Initial Response /* (1000, 5, 2013/08/05) */ Contact Name and Title: ***** ************** service manager Contact Phone: XXX-XXX-XXXX ******* Contact Email: ******@elitehomesecurity.net Elite Home Security does apologize about the customer feeling mislead. Although we did a welcome call with the customer the day of the install. In that welcome call we ask the customer if she understands we are not affiliated nor have purchased or taken over Vivint, customer did agree to that.If the customer fails our welcome call we will not install the system. Elite does not expect the customer to pay for both companies. We do need a copy of the final bill from Vivint, also the bank statements showing the double billing. We are more than willing to help with that amount. We will not be cancelling the contract as too we are more than willing to help the customer. Business' Final Response /* (-10, 7, 2013/08/05) */ August,05,2013 we did receive a check from *****. The check we sent out for her to pay off her final bill with vivint. We did try to help the customer out, and did everything we had said we would do. Elite Home Security will not be cancelling the account, because we have been more than willing to help the customer, and the customer did sign a 60 month agreement, and did pass our welcome call. Elite Home Security will cancel the account if she pays the remainder balance on her account, which is 2,849.43. She can also transfer the system to a friend or family member for free of charge. If customer does stop paying, she will be cancelled for non-pay and sent to collections.


Customer Review(s)

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Customer Reviews Summary

5 Customer Reviews on Elite Home Security LLC
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