ComplaintsforLiberty Security Systems Inc

• Initial Complaint

  05/02/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I Purchased my home in 2022, taking possession on July 1st. Upon purchasing the home we were informed that the seller had a contract with the security company that had 18 months remaining from July 1st 2022. The seller was so kind as to pay their remaining contract in full, so we would not have any responsibility for it. After moving in, on July 13th 2022 I signed a contract with Liberty Securities Inc to take over the previous account which was now prepaid. The contract I signed stated "This agreement shall have a term of 18 months" and "the parties hereto have signed this contract to take effect on 22-07-13." although verbally I was informed the contract ended on Dec 31st 2023. A notable date is 18 months from 22-07-13 is January 13th 2024. I was advised I would never pay anything as long as I provide written notice to cancel my account within 30 days of the end of the contract. I sent the required notice on Nov 21st 2023 and received written confirmation from Liberty Security Inc that my cancellation request was received. In January 2024 I began receiving overdue invoice notifications and as of today (February 5th 2024) I am being advised that my contract ends tomorrow, February 6th. This is a seemingly arbitrary date with no connecting to the contract I have signed, or the original owner's contract date. I have cancelled my prepaid account within the required time to notify, but I am being constantly emailed about overdue invoices. In order to take over the services I was forced to agree to a hard credit check, and now I worry that their clerical error will negatively impact my personal credit. In response to my last email to customer service which contained a copy of my contract, I received the extremely helpful response of "It was a pleasure doing business with you. You can pay for the invoice from the link below." Zero customer service.

  

  Business response

  07/02/2024

  To Whom It May Concern,

  Please find Liberty Security response to Complaint ID 21251249 below:
  Our Loyalty supervisor reached out to Mr. ****** on February 7, 2024, promptly addressing his concerns regarding the contract maturity date. Following a comprehensive investigation of the account, we identified a system error that failed to activate his current agreement upon installation completion, consequently leading to the future dating of the maturity date.
  In response, we have taken decisive action by terminating Mr. ******’s account and extending the gesture of goodwill by waiving the outstanding January and February invoices.

  If you have any other questions or concerns, please contact me directly at ************** **** ***

  Regards,
  ******* ************
  Senior Manager, Customer Experience & Operations Support

  Customer response

  07/02/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21251249, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  19/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Since July first I gave the company the opportunity to fix my alarm and to get a new contract. They took a long time and I needed a working alarm for my home. I have no contract with Liberty Alarm. It ended quite a while ago. August 2023 I have told this company repeatedly that I am not using their alarm monitoring services. I spoke to them on the phone saying I am cancelling. I send them an email about cancelling. I kept every month I proceeding getting charged on my credit card. I spoke to the woman ******* telling her I cancelled. She says she needed proof. I sent it to her. I called my credit card company not to put charges through. They still keep attempting to put charges on my card because I receive emails. I don’t know what else to do. Do I have to pay them forever??? I have to be in fear of getting charged and other things happening.

  

  Business response

  30/01/2024

  To Whom It May Concern,

  Please find Liberty Security response to Complaint ID 21171891 below:
  Our Loyalty supervisor contacted Ms. ********** on January 26, 2023, to promptly address her concerns regarding ongoing payments following the cancellation. After swiftly receiving the necessary documents from Ms. **********, we expedited the refund process for the overcharge. We sincerely apologize for any inconvenience and frustration this may have caused, and we extend our heartfelt appreciation to Ms. ********** for her patience throughout this process.
  

  If you have any other questions or concerns, please contact me directly at ************** **** ***

  Regards,
  ******* ************ ****** ******** Customer Experience & Operations Support

  Customer response

  30/01/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21171891, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  17/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Liberty Security debited my credit card for the amount of $257.25 on June 11, 2023 for a service that had not commenced; this was to be a camera install at the front door of our home. The tech arrived on a day that was not scheduled, completed a power test, confirmed the install was possible on the doorbell and left. A second tech showed up the following week and drilled 2 holes, one on the outside & one on the newly painted living room wall. Neither holes were required. When he realized the camera was to be installed with the use of a generator which had to be ordered. The generator was installed on the door bell (mechanism inside the house that produces the ring) by the same tech the following weekend; the tech said the camera, which was not operating, would be started remotely the following Monday. Calls to the service desk the following week and still no camera operating, meanwhile the generator I had to remove because he began making the sound of a large exhaust fan at 2 am. More calls to the service desk and when escalated to the manager ****, she said she submitted a request for a refund because we no longer wanted the camera due to the numerous concerns including our damaged inside & outside walls. She requested photos which were sent and confirmed by **** that they were received. No refund as of today's date and no return calls at my request as recently as July 12/2023. **** also disputed the dates of scheduled tech services and disputed the our conversations by phone. In addition to the refund, I would like Liberty Security to cancel the contract without penalty due to the unabated stress to my family, lack of professionalism, the inconvenience of techs arriving at unscheduled dates, the damage to our home, the misleading information provided by **** on several occasions including telling me I could send the questionable invoice re: the install and when I followed her instructions the email response from Liberty be email. "we do not by email, call us".

  

  Business response

  20/07/2023

  To Whom It May Concern,

  Please find Liberty's response to Complaint ID: 20333025 below:

  ***** and myself have spoken and emailed over the last few days and went over all concerns of poor workmanship and customer experience.
  I have explained why a credit was given and not a refund as well as how our invoicing is processed and why I was taken out before completion. We have since completed service with our Technical Support team to address some of her camera issues and have provided her with additional credit as goodwill for the poor experience. ***** and I will touch base again in the fall to complete some other service that will be needed at that time.

  At this time, we consider this complaint as resolved and the customer has been advised to contact me directly at ************** *** *** if they have any other questions or concerns.

  Regards,
  ******* ************ ****** ******** ******** ********** * ********** *******

• Initial Complaint

  10/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Liberty security of Edmonton is trying to charge me fees after my contract expired and after I provided verbal cancellation to renewal of contract/services.

  

  Business response

  18/07/2023

  To Whom It May Concern,

  Please find Liberty's response to Complaint ID: 20300541 below:
  I have been attempting to reach out to Mr. ****** over the last week regarding this complaint however his voicemail has been full and therefore I am unable to leave any messages. I have since emailed Mr. ****** with the explanation that he had signed a 60-month term where the maturity date was June 18, 2023. Additionally, under the “Service Agreement Term” section it states that we require 30-days written notice to cancel services and that our agreements auto renew on a month-to-month basis. I have provided Mr. ****** a copy of his agreement and asked that he reach out to me to discuss.
  

  If you require any further clarification on this matter, please contact me directly at ************** *** ***.
  Thank you, ******* ************ ****** ******** ******** ********** * ********** *******

  Customer response

  19/07/2023

  
  Complaint: 20300541
  
  I am rejecting this response because:

  I am on holidays and am not answering my calls due to roaming charges.
  
  I have provided my verbal and email cancellation to Liberty Security customer service prior to expiry of my 5-yr contract, and within the 30-day notice requirement. I also have not approved any extension to the contract, even on a month-to-month basis.
  
  I explained to **** ******* that I deal with agreement/contracts on a regular basis at my work, and what you/Kira are proposing in the contract, (automatic month to month extension of the contract, without written 30-day cancellation notice) and my non-compliance is not legitimate.
  
  Any contract/agreement can place any sort of condition(s), but the legal system will only enforce reasonable requests.
  
  My assertion is that my multiple cancellation requests to Liberty, via verbal and emails, is a reasonable request(s) to terminate my services with Liberty after the expiry of my contract.
  
  Either Liberty chooses to comply with my multitudes of cancellation requests, and or cooperate with the Canadian *** intervention. Or we can proceed directly to litigation.
  
  If the latter is chosen, please comply with my previous request to **** ******* that she provide her work contacts, her manager(s) contacts and Liberty's solicitors contacts. So, this information can be provided, to my lawyer.
  
  Regards,
  *. ******
  

   

  

  Business response

  28/07/2023

  I have been in email correspondence with Mr. ****** to explain that the balance owing is for services rendered during his agreement term and even if we processed the early cancellation the balance of contract would still be owed. Our extension of good will was waiving the additional 30-days notice period so no further invoices were generated. Mr. ******'s account is now terminated so we consider this issues resolved.

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had constant issues with the performance of the security system I’ve the past three months, I have reached out to the sales representative to cancel the services but unfortunately the 10 day trial had elapsed. We’ve have instances again and again of cameras not recording the motion or performing as they are supposed to, a while ago home alarm went off but didn’t get a call from the service centre to ensure if everything was ok, to which they claimed that the alarm was disarmed after from the mobile so no call was made. Had multiple instances of cameras not recording motion related events. Especially tonight when I came home at 2:30Am and parked my car on the driveway( in front of the driveway camera) and got out of the car, walked on the driveway and went inside the house passing the video doorbell and then walked out side the house after a couple minutes and on the driveway again to pick up remaining luggage and went past the doorbell camera and driveway camera. None of these cameras recorded the motion once, not for the car, not for me walking on the driveway and doorbell didn’t record motion. Not once. I don’t feel safe having this system installed at my home for the safety of my family as if failed when it’s expected to perform the most. This is one instance of my noticing the failure of their equipments, rest of the time my house is on Airbnb and who knows what all it doesn’t capture. I want to return the equipment and cancel the contract for subpar service and equipments

  

  Business response

  18/04/2023

  To Whom It May Concern,

  
  Please find Liberty's response to Complaint ID: 19911975 below:
  

  One of our managers has been in contact with Mr. ****** and while we are unable to cancel this agreement we will be setting up service to replace any faulty cameras and continue to work with the customer on any other solutions to ensure that all his needs are met.

  If you require any further clarification on this matter, please contact me directly at ************** *** ***.

  Thank you,
  ******* ************
  ******** ******* *******

  Customer response

  19/04/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 19911975, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  08/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On March 7, 2023 I received a letter printed on Dec 20, 2022 with amount owing of $111.84. I contacted their office and spoke to ***** ***. Upon concluding the conversation I was 100% convinced that the 2019 renewal contract was not signed by me. I believe Liberty security acted in bad faith and violated consumer protection laws and has been debiting my account fraudulently. They over charged me and extended my contract without my consent. They have a clause in their contract that allows them to change the contract anytime. After they got caught altering the contract they offered me a partial refund for the amount they over charged me which is not enough, I want a full refund. To make things worst they breached my privacy and failed to tell me about it. I found out they been communicating with someone else about my account and whoever that person is has my personal information. I made a request to get my personal data. I got an email from ******* ******** and ******* ************ saying they can not give me access to my file because of FOIP Regulation. The FOIP act is for public bodies only not for private companies. They are required to comply to PIPA and PIPEDA privacy policy. Their website says I can request access anytime by phone or email but again they love to lie and mislead consumers and they don't follow their own policy They don't follow the law and practice unfair consumer practices. My service has not been operational since 2020 and I continue to be charged for it. They sent a technician to my house the he just said i can't fix your equipment or cancel your service. This company is unethical and can't abide by law and order its absolute anarchy from within. They put undue pressure to influence people and later lie and claim that the conversation never happened.

  

  Business response

  10/03/2023

  To Whom It May Concern,

  
  Please find Liberty's response to Complaint ID: 19555137 below:

  
  I have spoken to ***** and agreed to waive the outstanding invoice on her account as well as sent her the documentation showing her meta data that the electronic agreement was signed by herself.

  In accordance to the PIPA regulations the consumer has the right to access information comprised under the following:

  
  What is “personal information” - Personal information is defined in the Act to mean “information about an identifiable individual.” Information must either readily identify the individual, or the identity of the individual can be determined from the information. If the individual cannot be identified, the information is not “personal information” under the Act.

  
  Liberty Security will be compiling that information together and will have it sent to ***** as soon as possible.

  
  If you require any further clarification on this matter, please contact me directly at ************** *** ***.

  
  Thank you,
  ******* ************
  ******** ******* *******

  Customer response

  11/03/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 19555137, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  10/02/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Hello, I would like to report/share my experiences of unfair and unethical business practices conducted by Liberty Security Systems Inc.. We've signed up for their security monitoring services in May 2017, the company installed their equipment at our previous residential location (in Vista Hills, Waterloo). The service agreement was for 5 years and when we went through the service agreement (including cancellation terms and conditions) we didn't find any "red flags" at the time. We had been using the company services up to Nov 2022 (for about 4.5 years, which was very close to the end of the 5-year term in the agreement). In Nov 2022, we've decided to move to a new location, so we called the company and notified that we were moving. The company uninstalled the equipment in the beginning of Nov 2022, and the installation was scheduled for beginning of Dev 2022 at the new location. Our son was sick on the day of the equipment installation and we cancelled it. Then, after thinking over, we have decided to cancel their services completely. We called and asked for cancelling the service, expecting that we would not be charged any more service fees going forward. The company representatives (few of them, since we have discussed the issue with several agents, and one supervisor) told us that we can't cancel and we would be expected to pay the rest of the months from 5-year service period, 6 months (Nov 2022 - May 2023). We've explained that regardless of the service cancellation reasons, the service hasn't been provided to us since beginning of Nov 2022. To which the supervisor told us that it's us who are not asking them to re-install equipment at the new location ("we would love to provide service to you!"), but it is our right as a consumer and choice to refuse using the company services. The company forced us to pay the rest of the months of 5-year period! (while they are not providing any services since Nov 2022!). Looking forward to the resolution! Thanks ****

  

  Business response

  13/02/2023

  To Whom It May Concern,

  
  Please find Liberty's response to Complaint ID: 19384533 below:

  
  I have spoken to **** and discussed his concerns with how the agreement terms and conditions are worded and why we require the customers to pay their monthly fees during the move downtime and our process when they are ready to install the equipment at their new location.
  Since **** will not be continuing with Liberty Security, I have asked to have the equipment returned and will waive the remaining term of the agreement. **** is satisfied with this resolution.

  
  If you require any further clarification on this matter, please contact me directly at ************** *** ***.

  
  Thank you,
  ******* ************ ******** ********** *******

  Customer response

  13/02/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 19384533, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  15/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had the system for little over a year now. I asked for 2 outside camera I just got 1 outside camera, that camera never worked for almost a year after they got the camera fixed I asked for my second camera and they told me I had paid for it but it's in my contact 2 outside cameras. I still never got my 2nd camera and plus the camera they put in few months ago dont work again then now they gave me a notice to paid over 4000 for things I dont have and a system that dont work. They are bunch of rip off. Plus when **** showed up at my door telling me he going fix my camera I told him what was going on he told me he will take few months off but he never.

  

  Business response

  21/11/2022

  To Whom It May Concern,

  
  Please find Liberty's response to Complaint ID: 18407630 below:

  
  I have spoken to ********* regarding the second camera that was not installed. Liberty should have addressed this sooner to avoid the poor experience. I have initiated the work order to have the camera installed as soon as possible, as well as honoured the previous credit that was offered but not processed.

  
  If you require any further clarification on this matter, please contact me directly at 1-866-926-7233 Ext 303.

  
  Thank you,
  ******* ************ ******** ******* *******

  Customer response

  22/11/2022

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 18407630, and find that this resolution is satisfactory to me. Thank you 
  
  Sincerely, ********* 
  
  ********* ****

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  *Wrong address on the contract *salesman verbally said 2 yr contract on paper was 3 yr *Salesman was going around in community telling everyone we got security system to entice others (a breach of my privacy) *system did not work from day one( screen was black so could only use phone app *they kept tryin to to fix problems from remote location no success *sept called still wrong address on their file promised it was fixed offered 6 months free with promise everything was fixed *service guy came on or about sept 29 to make sure all was in working order(system had not been installed right was not secured to the wall so he fixed that) ,when he called to confirm address had wrong address, key fob was malfunctioning so he took it back.that night we were away and had a malfunction of smoke detector I called and they disabled it would send one asap *Oct 4 purolator contacted me sayin there was a parcel for husband but had wrong address on it when delivered it was the smoke detector from liberty with wrong address so I called liberty and again was promised address was changed and correct this time( for the fourth time).I contacted liberty and told them to come get there system due to breach of contract (system was not working as of yesterday for smoke alarm and the address was still not correct)

  

  Business response

  11/10/2022

  To Whom It May Concern,
  
  Please find Liberty's response to Complaint ID: 18170446 below:
  
  ******** had spoken to our Loyalty Representative in August 2022 regarding the agreement term and sales representative, at that time we advised her that we have the signed agreement as well as the verbal welcome call confirming the monitoring term, rate and address. The Loyalty Representative also escalated the complaint regarding the Sales Representative to their Manager and confirmed that no other personal information was given. 6 months free monitoring was also given as goodwill for her poor experience.
  
  ******* then spoke to our Senior CSR on October 4, 2022, regarding the incorrect address and service issues and at that time it was explained that during each service request we were able to rectify the problem and none of her service calls impeded us from the ability to monitor her system overall. We did resolve the incorrect address and updated her account information as well as offered an additional free month monitoring.
  
  Our Customer Service Team Leader called ******** on October 7, 2022, as a follow-up where it was explained that there are currently no pending service issues. ******** requested additional free monitoring which I declined as this issue has been addressed.
  
  If you require any further clarification on this matter, please contact me directly at 1-866-926-7233 Ext 303.
  
  Thank you,
  ******* ************ ******** ******* *******

  Customer response

  13/10/2022

  
  ********** ********
  
  I am rejecting this response because:I feel that the issues should have been dealt with way before the six months certainly the change of address (yes ***** signed the contract but as I told **** he was to pass it by me as ***** has short term memory loss and ptsd and I have power of attorney on him also the courtesy call one week later was with ***** (on both occasions I was not home due to doctors appointments…for the installation and the call).this has created very high stress in our home me having to deal with ***** with his anger/ptsd and I feel we were deceived by the sales rep saying it was 24 months and typin contract for 36 months .with *****s condition being somatoform disorder and ptsd I can not go through anymore stress from liberty security .If it took 6 months to correct change of address from a security company it doesn’t give me much trust in their company for the next 3 yrs .They state they gave us 6 free months but I actually paid may, June ,July and aug  bill of 79.34 each month until I told then in sept don’t bother taking payment and to come get their equipment as it still was not working and I felt it was a breach of their contract as their service was NOT working in sept.When they called and and asked me what they could do I said. I would accept a 24 month contract and they said no.The six months free are really not free as I paid 4 of those months.
  
  Sincerely,
  
  ******* *********

  

  Business response

  03/11/2022

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

   

  ******** and I have spoken again a few times this week regarding the billing and agreement terms as well as obtaining the power of attorney documents. During those conversations, Liberty has agreed to adjust the agreement to 24 months and honour the 6 month credit that was previously given. All address information has been updated. I trust that this is now resolved to ********'s satisfaction. 

   

  ******* ************ 

  Customer response

  03/11/2022

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 18170446, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  01/09/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed a 5-year contract on June 23, 2018 with Liberty Smart Security for residential monitoring services. The agreed upon monthly monitoring service fee was $76.99 plus GST for a total monthly price of $80.84 which is paid through pre-authorized debit. An amount of $83.46 was withdrawn from my bank account on June 27, 2022 (as well as on July 27 and August 29, 2022) without prior notification that Liberty Smart Security were increasing their service fees. I contacted Liberty Smart Security on July 24, 2022 via the contact form on their website to inquire about the charge. I received the following response from customer support representative ***** ****** on July 25, 2022: "Thank you for your inquiry. As you have noticed the price of your security monitoring services has been adjusted by $2.50 starting with your June 2022 billing cycle. We completely understand that a price adjustments are never ideal and work to avoid it unfortunately, due to inflation in Canada the increased day to day operating costs have put pressure on the security industry for months and as a result, we have had to adjust our rates. Please know that as a result of this adjustment, it will: Allow us to continue to bring the newest features and technology to Canada Ensure servicing customers across Canada is sustainable, and Help Liberty cover rising costs due to inflation Liberty appreciates your continued support and business. Should you have any further questions or concerns about this adjustment, we encourage you to contact our Customer Service Department at 1-866-926-SAFE (7233) Sincerely, Liberty Customer Support". I am requesting that Liberty Smart Security honor the 5-year contract we signed in June 2018 for a total monthly monitoring service fee of $80.84. I am also seeking a refund for the unauthorized charges for June, July, and August 2022.

  

  Business response

  07/09/2022

  To Whom It May Concern,

  
  Please find Liberty's response to ********* *** ******** below:

  
  I have emailed and left a couple messages for the customer to address the billing issues. Per Liberty Security Terms General Conditions Section 3 Service Charges and Payments, “Company may increase total monthly monitoring fee up to 5% annually during the initial or any renewal term no more than once annually without prior notice”
  In an effort to show goodwill, Liberty will be issuing a rate reduction back to the original amount for the remaining term of the agreement.
  We trust this will be satisfactory to the customer and welcome any further discussion.  

  
  If you require any further clarification on this matter, please contact me directly at 1-866-926-7233 Ext 303.

  Thank you,
  ******* ************ ******** ******* *******

  Customer response

  07/09/2022

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

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