Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/04/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A salesperson from C***tol Security came to our house and told us that the Alarm Company we were using--
  ******-- had been sold to C***tol Security. We believed him and had ******s equipment removed and C***tols installed. After a couple days ****** contacted us and told us that the agent from C***tol had lied.and that they were taking action against them. We then had ******s system reinstalled. At that time we were under the impression that no further action was required by us. Since that time both companies have been taking payments from our checking account. When we contacted C***tol they talked to the agent we had talked to and he denied having lied to us.They told us that we would have to pay out the contract which we refuse to do. Please advise us as to what we can do to resolve this issue. Thank you

  

  Business Response

  Date: 08/04/2023

  We have been in contact with this customer prior to their posting this complaint, and st***gly contend with the veracity of their allegations.
  
  This customer had initially signed up with ****** Home, which, in June 2020, sold their customer base to *** *****. Our sales person knocked on their door and asked if the customer had seen anyone from ****** or *** in the last several years, to which the customer stated no. Our offer to this customer included the following:
  
  -Upgrade the customers’ existing system for free.
  -The customers rate would stay the same as what they were paying to ******
  -The customers monitoring and service through c***tol would be local and entirely in Canada if they chose to switch to C***tol
  -The customer would be charged $0 to sign up with C***tol
  -If the customer had anything remaining on their contract with ******, C***tol would buy out the agreement so that the customer could switch to C***tol and still honor their contractual obligations to ******
  
  The customer then signed a document which states the following:
  
  I, the Customer, understand that C***tol is in no way associated with my current security provider ******/***  for monitoring and billing services.
  
  I, the Customer, acknowledge that the C***tol Sales Representative has clarified that my current security provider is not bankrupt, has not ceased to monitor my account, that C***tol has not bought my account and that I am choosing to switch to C***tol for both billing and monitoring services.
  
  Following installation our customer service team completed a post installation survey to confirm all information with the customer verbally. Two of the questions asked at this time were:
  
  
  1.I understand that you are switching to us from another company, can I ask who is your previous provider? Because you are switching companies, did the salesperson explain that you need to contact enter their current company name to cancel your account with them?
  2.We want to make sure that everything is clear. You understand that we, C***tol  and Stanley, are in no way associated with your previous provider ? 
  You understand that the sales rep has clarified that neither C***tol nor Stanley have bought your account from ****** home?
  

  The customer replied in the affirmative verbally to both these questions. Consequently the salespersons version of this interaction is entirely confirmed by both the written documents as well as the customers responses to the recorded welcome call. We do not believe that our salesperson misled this customer in any way.
  
  As this is a public forum, we would like to address the remainder of this customers complaint here. We have many customers switch to us from competitors, in this case ****** Home. We have recently noticed increasingly aggressive retention strategies by ****** to convince customers that have switched to C***tol, to believe that they have been ‘scammed’ into doing so. C***tol currently has an active lawsuit against ****** Home for, amongst other things, misleading customers. ****** in turn, as the customer has mentioned, has filed a claim against C***tol in small claims court.

  
  

  Customer Answer

  Date: 10/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The only reason this salesperson was allowed into my home is because he said that ****** had been bought by C***tol. As to me contacting ****** in regard to cancelling I was  told hat the paper I was signing was to allow C***tol to handle the cancellation and therefore there was no need for me to contact ****** myself. A few days later I was  contacted by ****** and was  told that they had not been bought by C***tol. I then  had ****** reinstall their equipment. Since that time we have been charged a monthly fee by both companies. In addtion to the monthly fee charged  Stanley has also sent me a paper bill asking  for 3 months  worth of   payments for    which they have already been paid even though they were not monitoring my home. I simply want out of the  contract with  C***tol. If C***tol will agree to this I will not request reimbusement for the monitoring fee.
  
  
  
  Sincerely,
  
  
  
  *** *********

  

  Business Response

  Date: 11/04/2023

  We st***gly reject the customers' version of events. Speaking with the sales rep and looking at the documents signed by the customer, the only reference made by the sales person to ****** being 'sold' was in stating that ****** had sold this customers' account to *** *****, not C***tol. The customer then verbally acknowledged this, and signed a document stating:
  
  I, the Customer, understand that C***tol is in no way associated with my current security provider ******/ *** for monitoring and billing services.
  
  I, the Customer, acknowledge that the C***tol Sales Representative has clarified that my current security
  provider is not bankrupt, has not ceased to monitor my account, that C***tol has not bought my account and that I am choosing to switch to C***tol for both billing and monitoring services.
  
  
  The customer has a contract with C***tol which has certain obligations of which the customer is aware. We will not be canceling this customers' agreement without enforcing the early termination clause contained therein, and st***gly reject the customers allegations in relation to what was said about their previous provider.

  Customer Answer

  Date: 15/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  The company rep. lied to me and is now lieing to his employer. C***tol has taken several months worth of payments from my chequing account even though their equipment is no longer installed in my home and they have not been monitoring anything. They have also sent me a paper statement requesting further payments for months that they have already been paid for. All I am asking for is to opt out of this contract. I do not intend to ask for a refund for services that were not provided. I simply want out of this contract.   
  
  
  
  Sincerely,
  
  
  
  *** *********

• Initial Complaint

  Date:16/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Capitol took over the security system from Fluent- they’ve done a super job supplying a new screen but they neglected to tell me that I can’t switch companies while under contract. I sent the proper legal Termination last May/22 to Fluent but both companies are taking monthly payments out of my bank acct. I feel that Capitol needs to be responsible for telling new clients that they are bound.

  

  Business Response

  Date: 17/02/2023

  Thank you for bringing this to our attention.
  
  During the point of sale, and during post sale interactions with our office, this customer was repeatedly informed that they can cancel their account with any security provider at any time, insofar as they honor the contractual obligations with their previous provider. This customer was given 6 free months plus a cheque (mailed May 6, 2022) to cover the balance owed with her previous provider allowing her to switch providers and honor her obligations with her previous provider. Based on the information provided, this customer would not have been double billed and has been compensated accordingly.

  Customer Answer

  Date: 17/02/2023

  
  
  Complaint: 19419671
  
  
  
  I am rejecting this response because:my contract with Fluent isn’t up till2024 and I believed that I had done everything legally to terminate.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 22/02/2023

  Whenever a customer switches to us, we provide the appropriate amount of compensation based on what they have left with their previous provider. We are dependent on the customer for the appropriate information at the time of sale. in this case, the customer acknowledged the following in writing:

   

  'I, the Customer, understand that I must review my signed Monitoring Agreement prior to signing up for monitoring and billing services through Capitol to confirm that my existing Monitoring Agreement can be terminated at this time. I understand that I may be subject to certain contractual obligations under my existing signed Monitoring Agreement Terms which may prevent me from legally terminating my existing monitoring and billing services.'

   

  We would be open to addressing the increased compensation needed in this case, however we will need to see a copy of the customers contract with their previous provider in order to verify.

   

   

  Customer Answer

  Date: 22/02/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19419671, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:29/11/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December 2020, a representative from Capitol security came to our home and offered to give us equivalent security services to that of which we had with Vivint Security, at a lower rate, with no locked in conditions of contract. We were told we would be signing a contract, but that, at any time could cancel said contract and there would be no cost if we returned the security equipment they supplied. We have now had to relocate and no longer require security services, yet Stanley Security who does the monitoring and I'm assuming holds the master contract, is advising us that we are locked into a 5 yr term ending 2025, and even if we were to return the equipment provided by Capitol, the buyout on the contract would be the equivalent to total of all monthly billing amounts for the remainder of the contract (Over $2300.00). I have tried numerous calls to Capitol Security and they do not answer or call back. The salesmen who convinced us to switch over from Vivint were very deceptive, as the main reason we did so, was the indication that there was no penalty for ending contract if the physical equipment was returned. We have now been ignored for weeks and left trying to figure out how to end this service without incurring a ridiculous cost as was promised in the beginning.

  

  Business Response

  Date: 01/12/2022

  This customer has a contract with Stanley Security, not Capitol Security.
  
  We have, repeatedly, spoken and emailed the customer, and the response has been the same. The terms of the contract are very clearly laid out in the agreement signed. In speaking with the salesperson they refute the customers' narrative, and suggested that perhaps the customer has conflated their previous contract terms with Vivint flex pay. We cannot cancel this customers' contract as we do not hold a contract with this customer.

  Customer Answer

  Date: 01/12/2022

   
  
  Complaint: 18480475
  
  
  
  I am rejecting this response because:

  Capitol Security has not contacted me, returned calls or emails or spoken with me at all. I would ask they provide proof of this outrageous claim.  They indicated at the time of contract signing that they were the Company providing the services through Stanley Security and Stanley security who I have spoken with has agreed that there was deceptive practices taking place by Capitol Security Sales agents at the time of our contract being initiated. Capitol Security assured us numerous times there would be no penalty for ending our contract early if we returned the supplied equipment and now will not even answer phone calls, emails or return contact requests in any way. The whole reason we switched to Capitol Security was because of the ability to end contract without penalty. SHAME
  
  
  
  Sincerely,
  
  **** ******
  
  

  

  Business Response

  Date: 01/12/2022

  We categorically disagree with this customers' version of events, as well as their claim that Stanley Security agrees that they were in someway misled. 

  Customer Answer

  Date: 01/12/2022

   
  
  Complaint: 18480475
  
  
  
  I am rejecting this response because:

  I have a number of witnesses including in-laws who were present and also signed on with Capitol Security for their home for the same reasons (no penalty for cancelled services if equipment is returned), who can verify they communicated exactly what I have conveyed and there was a second person on my calls to Stanley Security who can verify they did agree there was misleading sales practices from Capitol Security they had received previous complaints about.
  

  This is an inappropriate response, and a totally ignorant response, which does not surprise me because they have lied from the beginning.

  I do not consider this resolved.
  

  
  
  Sincerely,
  
  **** ******
  
  

• Initial Complaint

  Date:16/11/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fluent Home & Capitol (*******) Securities: August 2022, Capitol (*******) Securities came to my home offering better security equipment & customer service. They informed me that Fluent was going out of business and were bankrupt. I signed up with Capitol (*******) Securities. I was told I had to call in and cancel my Fluent account. I Could never get through to Fluent. On hold for over an hour, tried multiple times. I found an instant messaging option on the Fluent website and filed a complaint that I couldn't get through and I want to cancel my account. Two days later I received a phone call from Fluent telling me that Capitol (*******) Securities is fraudulently stealing their customers and that they are in a law suit with/against them. Then Fluent tried getting me to sign up for a contract. I told them, "No! I will not sign up for a contract. You can put me on a list to call once you win the law suit". They told me they could have someone at my home next week to install new hardware and take out Capitol (*******) Securities hardware. At that time Fluent had emailed me telling me if I had any questions I could contact them directly. I said I needed to speak to my husband and that I will email back tomorrow my decision. I emailed them back saying I was staying with Capitol (*******) Securities and to cancel my account. Then I got told I had to email Fluent a copy of a hand written letter, signed & dated, that states I was cancelling my account. I emailed [email protected] and did that. Then I emailed them again saying to forward my attached letter onto their billing dept as well. I then put a stop payment on my bank account. My contract with Capitol (*******) Securities was to start billing me January 2023 (4 mos free). Now that payments have been stopped, my Capitol (*******) Securities App does not work. Capitol Security payments of $62.15 are now trying to go through on my stop payment account that I issued for Fluent.

  

  Business Response

  Date: 01/12/2022

  This customer switched to Capitol from Fluent Home. Though we understand that the majority of this complaint is directed toward Fluent, we would like to address the customers' concerns here directly.
  
  This customers’ previous provider had previously sold their account to API Alarm. We offered to upgrade their system to us at no cost, and provide local service. Capitol would provide prompt and reliable service, with all operations occurring in Canada exclusively. We made it very clear that their current provider was NOT bankrupt, had the customer sign a document stating the same, and instructed them on how to cancel with their previous provider. On this we disagree with the customer
  
  The customers’ previous provider, Fluent home, is experiencing heavy attrition on their customer base, and has taken an aggressive and misleading approach to retaining customers. In August Fluent informed the customer that they had sued Capitol Security, that it was illegal for them to switch providers etc, neither of which is true. We have had multiple customers inform us Fluent tells customers that switch providers that they have been defrauded, which is not true, in an effort to retain customers and then make it extremely difficult for these customers to cancel. We also wish to note that, after speaking with the customer, that she was trying to log into her Fluent App which was not working, not the ******* App.
  
  Ultimately, this customer has chosen to stay with Capitol, and has successfully canceled with Fluent Home.
  
  

• Initial Complaint

  Date:07/11/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my services with this company due to selling my house and it was no longer needed , for 3 months I noticed payments kept coming out . When called they would say “it’s the last payment “ . After speaking to **** we figured out it should of stopped after the first “last payment “ and they owed me for repayment for 2 months . They were unable to put it back to the account they took it from . So I agreed an emt is fine . I am still waiting for an emt , it’s been 2 months . And at least a dozen phone calls. **** states she is only the middle man and has to email someone to “get to the bottom of this” I have asked to speak to hirer ups to get this resolved . However I have had no luck as I was told there was no one else to talk to .
  
  I am just looking to get my 2 payments back and finally finish my dealings with this unfortunate company .

  

  Business Response

  Date: 08/11/2022

  Thank you for bringing this to our attention, this one was entirely our fault.

  The person who was responsible for the EFT was ill for an extended period of time, and did not notify the finance dept that this was not yet complete. The EFT will be completed today.

  Customer Answer

  Date: 08/11/2022

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18372393, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  **** ********
  

• Initial Complaint

  Date:12/10/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A male individual knocked on my door on July 21, 2021. He said he was from ******* ******** and was going to provide service that current Fluent Home customers were not receiving. He offered to change the batteries in my Fluent Home system and to replace any equipment that needed updating. As he did not present identification, I did not allow him to enter my home.
  
  Another representative, ***** *******, arrived at my door the next day and presented identification from ******* ********. He reiterated what the earlier fellow had said and further advised that Capitol would provide a 6-months monitoring rebate in February 2022. At that time I would have to cancel my contract with Fluent Home.
  
  I phoned Capitol Security in Edmonton in early February 2022 and spoke with **** *****. She confirmed that a cheque in the amount of $251.94 would be mailed to me for the 6-months monitoring rebate. As well, she provided me with a template of a letter to cancel my contract with Fluent Home.
  
  Fluent Home did not honour the cancellation letter and continued to bill me. After four months of back and forth with Fluent (and keeping **** informed via telephone), a buy-out of $453.50 was levied by Fluent Home. On May 18, 2022, I again phoned **** and told her that I had to buy out Fluent Home (which I did), and asked that I be reimbursed by Capitol Security. She advised that Capitol was pretty good about these requests, and that she would pass it on to *****’s supervisor. After hearing nothing further from ****, I emailed her on July 19, 2022, and again did not get a response.
  
  I phoned Capitol Security on July 26, 2022 to follow up again. Following some argumentative statements, ****, ungraciously said she was not getting a response from ***** and/or his supervisor, but would contact them again. To date, I have not had a response from anyone at Capitol Security, and, therefore, request assistance from the ***.

  

  Business Response

  Date: 01/11/2022

  Thank you for bringing this concern to our attention.

  This customer switched to us from another security provider, Fluent home. As part of the switch, we offered to buy out what she had left on her contract with Fluent Home, in accordance with the contract copy provided. We understand that Fluent Home refused to cancel her account and billed her more than she owed, which is unfortunate. We provided this customer with exactly what was promised, unfortunately we cannot provide more, especially in consequence of her previous provider purposely charging her more than she owed.

  Customer Answer

  Date: 02/11/2022

  
  
  Complaint: 18204439
  
  
  
  I am rejecting this response because:  Firstly,
  the response from Capitol Security is not only patronizing, but it is also not true.  It attempts to take this complaint in a different
  direction which is completely irrelevant.  There was never any offer by Capitol Security to buy out Fluent
  Home.  Please refer to attached Capitol
  Security’s contract ‘Residential Subscription Form’ dated July 22, 2021.
  
  Capitol
  Security states in their incoming voicemail greetings that all phone calls are
  recorded.  Therefore, it is important to
  listen to the recordings of three calls - May 18th, July 19th and July 26th, between **** ***** and myself to verify our
  discussions.  During my call to her on
  May 18th, she advised that Capitol was pretty good about these
  requests (discussing reimbursement of my payout of $453.50 to Fluent Home), and
  that she would pass it on to *****’s supervisor.
  
  It
  is also important to note that I received the following four “missed calls”,
  later identified as coming from Capitol Security, the day after my initial
  complaint to the ***.  It remains
  questionable why no messages were ever left.
  
  Thur, Oct 13, 2022:  2 missed calls at 9:13 am from AB
  ************ (landline & cell) - no messages left
  Fri, Oct 14, 2022:  2 missed calls at 11:48 am from (didn’t show
  AB) ************ (landline & cell) - no messages left
  
  At
  no time did Capitol Security warn me that I would have to pay out Fluent
  Home.  I am 75 years old and I live on a
  pension.  Needless to say, this situation
  concerning Capitol Security has caused undue financial hardship and mental
  stress.
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:05/10/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 13, A sales person from Capitol Security came to the home of my mom, a 91 year old lady, who was a customer of *** (****** Security - on the pretense of changing the battery in the system. She was under the impression that she was dealing with *** (****** Security and had no understanding that in fact it was another company. They changed her system and asked her to give them an electronic signature for a 5 year contract (she had no idea that she was signing a contract ) and a blank cheque for future payments. The issue came to light when I noticed that the sign in front of the house had changed to Capitol Security - and, upon investigation, it became clear that she had been *******. I have contacted the company to request an immediate cancellation, but to date, they have not been willing to comply with the request - and her account has been charged for the monthly fee of $39.99 (plus tax). They had agreed to reduce the monthly fee to $29.99 (which was not an acceptable resolution), but it seems that even that concession has not been implemented. This is an unethical attempt to take advantage of an elderly person- and needs to be dealt with as soon as possible to avoid other unsuspecting seniors being ******* .

  

  Business Response

  Date: 09/10/2022

  Thank you for bringing this to our attention.
  
  We have investigated the complaint, and found that in speaking with the customer herself, that it’s necessary to publicly dispute the complaint made herein.
  
  On May 13 the customer was approached by one of our salespeople who asked pitched her on upgrading her alarm system at zero cost to her. He asked if she had seen anyone from ***, if her system had been updated, to which the customer said no. The customer also mentioned that she shad several low batteries and that her smoke detector was not working.
  
  our salesperson offered to upgrade the customers system for free, keep her rate the same, which the customer accepted. The customer signed a new contract with us, the terms of which were confirmed both in writing and via a post visit welcome call. As this customer is a senior, and as per our policy we then conducted a second recorded call 3 days later, prior to install, to confirm whether the customer would like to proceed with installation, which she did. Having listened to the calls, and having reviewed the documents signed, it is very clear that the customer was aware that shew as switching form her previous provider and even asked several questions confirming how to cancel with her previous provider.
  
  
  Ultimately the person filing this complaint was neither present at the time of sale, nor was she part of the sale in any way. The customer herself has not contacted us at any time to complain.
  
  With regard to the lower rate, an addendum had previously been sent to this customer for the lower rate on August 15, over a month and a half prior to this complaint being made with the ***

  Customer Answer

  Date: 14/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:

  The customer's recollection of the events of May 13 differ significantly from the report by the company.  The company's response has been reviewed with the customer  - and she insists that she did not understand that she was in fact signing a contract (for 5  years at a higher rate) with another company - and feels that the only acceptable resolution from her perspective is that the contract be cancelled.    Since the customer is a elderly lady (91 years old), she has requested the assistance of the complainant to advocate on her behalf.

  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:26/09/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi there,
  
  I am writing in hopes to successfully come to a resolution with Capitol Security. After several attempts to resolve this and no response. Additionally customer service swore and hung up while discussing the issue and will not return attempts to contact now. We have been wrongfully billed as the company has combined incorrectly 3 accounts ONE of which I own. I updated my void cheque after a move and they failed to update and collect properly. They have sent us to collections over this error which was their own. They continue to advise they will sort the account confusion and then do not return our calls or emails. They have a cooperate account and two personal accounts and several addresses confused, therefore the billing and amounts they are disputing with us are not accurate, despite several attempts to reach out and correct this. I will like to cancel services and review what totals are actually owing to my account independently of their errors.
  
  Thank you in advance.
  
  ********

  

  Business Response

  Date: 09/10/2022

  Thank you for bringing this to our attention.
  
  Having reviewed the complaint, the issue is with two accounts, not three. This customer was the signatory for the commercial business, which is also a capitol customer. This customer’s billing information had changed/ expired and was not updated by the customer until approximately a week ago. We have not at any time combined 3 accounts into one, there are two separate accounts with two separate billing set ups. However both the customer’s personal and commercial accounts have moved addresses, meaning though this customer is at a new address, there is still arrears owing on a previous address.
  
  Furthermore, we have not sent this customer to collections. However we have sent this customer several delinquency letters, though the amount owing has not been sent to a third party collection agency. With regard to the allegation that our call centre swore at and hung up on this customer, having reviewed and listened to the call logs I can confirm that this is patently untrue. If staff were to act in a disrespectful manner towards a customer, we would certainly terminate the employment of the individual in question.
  
  We will be providing the customer with a fully audited breakdown of charges and any balance owing on October 11, 2022.

  Customer Answer

  Date: 11/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:- I had forwarded an old email with updated banking information sent months ago. Additionally, **** did swear after the two of us had yet another discussion on your repeated failure to provide adequate costumer service. The ending of the call which I have a witness too was “**** and she then hung up the call”. You have failed to respond to any of my numerous attempts to cancel or correct these issues. I have tried several employees for months with no resolve. The call with **** indicated 3 address. One my husband allegedly signed for which is intact his parents home. Secondly KeyAssets is a commercial account I was never to be responsible for. Finally ******* and I only ever had one account. Yes please send all accurate information on this date and the information to cancel all services immediately. 
  
  
  
  Sincerely,
  
  
  
  ******** *******

• Initial Complaint

  Date:15/09/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June 2022 we had a team member representing Capitol Security come to our house, this person advised us that though we were still in contract with Fluent Security, the company was no longer representing the area and Capitol Security was taking over all effected contracts. We were advised that we would not have to start a new contract and that Capitol would transfer the remaining one year contact we had with Fluent over. No extension to the terms of the contract would take place. This was completely deceptive, as we are now locked into a 5 year contract with Capitol. The team member provided us with a typed letter, envelope and stamp that he advised we just had to mail out and it would cancel our contract with Fluent and Capitol would then take it over. We have since been notified by Fluent that they will not accept the cancelation of our contract to transfer over to Capitol as we had been deceived and misinformed. We feel that the Team Member from Capitol Security was very deceptive and ******* us.

  

  Business Response

  Date: 27/09/2022

  Thank you for reaching out and bringing your concern to our attention. In speaking with both the customer and salesperson, and in reviewing the signed documentation, we feel that the narrative outlined in this complaint is a little off. In speaking with our sales representative, he explained the following to the customer:
  
  1. The customer had previously signed up with Fluent Home
  2. Fluent Home had sold off this customers' account to another security provider, API Alarm, which is headquartered out of province, in Ontario.
  3. The customer could, if they so choose, switch their services to us at no cost. The customer chose to switch to Capitol for security services.
  4. As part of the competitive switchover, we would buy out/ pay off the customers' existing contract with Fluent Home, for the whatever they had remaining on their contract with Fluent. The customer would still be required to honor whatever they had remaining with Fluent as it pertains to an existing contract in place.
  5. Because the customer chose to switch companies, the customer was required to cancel with their previous provider. The method of cancelation their previous provider demands is a written cancelation request. 
  6. The customer would be required to honor the remainder of their agreement with Fluent home, at which point we would start billing the customer under the terms of the new contract signed.

  The terms and conditions of the contract that this customer signed at the time of sale were quite clear, as was the rate and term. We apologize for the possible miscommunication, but the documents signed are very clear.
  

  Customer Answer

  Date: 29/09/2022

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  **** *******
  

• Initial Complaint

  Date:12/08/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July/August 2021, I was approached by Capitol Security who knocked on my door. I was and I am a current customer with Fluent Security. Capitol offered me a new contract. They said I needed to do nothing until I heard from them, via email in 2022. I never received any email. They also advised that they would buy out my current contract with Fluent Security. They called it a rebate. They told me to expect a check in the mail to pay out what I owed to Fluent for contract buy-out. I never received a cheque. I never gave them any financial information to e/debit from account. Yesterday they called. They informed me that I was in arrears with their company. They told me call Fluent and cancel my contract. They wanted my financial information to e/debit. Deer in the headlights, I gave them my e/debit information but shortly thereafter, I stopped payment to this company through my bank. The person I spoke to on the phone told me 2 times to expect an email from her Supervisor. I received nothing. I don't know where this is going to go but Capitol Security misrepresented themselves and now I am supposed to pay both Fluent and Capitol Security for years to come. I don't know what to do. They lied to me. I have no email address to send communications to them. **** **** ********

  

  Business Response

  Date: 23/08/2022

  This customer signed up with us on August 8/26/ 2021 and has been a customer of ours since that time. We believed the customer had an existing contract with her previous provider. At time of sale the sales rep asked her to provide her contract details to our office so that we could ensure she would not be double billed. We did not receive any of her contract information prior to her posting this review.

  When this customer switched over to us, she signed a document at time of sale which states:

   

  "I, the Customer, understand that it is my sole responsibility to cancel my monitoring and billing services with
  my current security provider in accordance with the Terms of my existing Monitoring Agreement.
  

  I, the Customer, understand that Capitol Security Representatives are unable to assist me in the process of
  my cancellation request due to Privacy Law and restrictions.
  

  I, the Customer, understand that I must review my signed Monitoring Agreement prior to signing up for
  monitoring and billing services through Capitol to confirm that my existing Monitoring Agreement can be
  terminated at this time. I understand that I may be subject to certain contractual obligations under my
  existing signed Monitoring Agreement Terms which may prevent me from legally terminating my existing
  monitoring and billing services."

  Regarding our recent interactions, we contacted the customer as her account was in arrears, at which point she explained that she did not receive the previously mailed out buy-out cheque. We then e transferred her the funds, which she rejected, stating that her buyout with her previous provider was higher than the amount we had transferred. Since that time we have repeatedly asked this customer for a copy of her contract with her previous provider, which she has not provided, she has instead emailed us copies of a questionnaire with her previous provider.

  We are happy to resolve this issue for this customer, however we require a copy of the contract she is adamant that we settle.