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Business Profile

Security System Monitors

TELUS Home Security

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Security System Monitors.

Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample.

Complaints

This profile includes complaints for TELUS Home Security's headquarters and its corporate-owned locations. To view all corporate locations, see

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TELUS Home Security has 28 locations, listed below.

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    Customer Complaints Summary

    • 174 total complaints in the last 3 years.
    • 101 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:28/07/2025

      Type:Billing Issues
      Status:
      Resolved
      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 have just received a phone call from ****** of Telus and he has said that he will cancel all the charges ($57.57) that seem to be outstanding. He was quite nice about the issue and I am confident that the problem is now resolved. *** ****** **** *** ******* ** ** ********* * ******** * ***** *** ** **** *** ***** ***** ***** * *** ***** ******* *** ***** ** ******* **** ****** ** *** ***** * ****** ** **** **** ***** *** **** **** ** ****** **** ****** ****

      Customer Answer

      Date: 28/07/2025

      *** ******* *** ******* ******** ** *** ******** ****** ** *** ***** *** **** *** *** ***** *** ******** Our contract with Telus *** ended in March 2025. I tried cancelling our account with Telus *** at that time because they raised the monthly fees by 34%.. I made a few attempts to cancel the account but they ignored my requests. I refuse to pay any more money to them because I told them of our desire to cancel the account back in March, initially through their website (though it was very hard to find an access to cancel the account on their website) and eventually by calling them. They have since cancelled the account, but are still sending us statements. I want them to stop billing us for a service we have not wanted for many months. I also want them to come pick up their lawn sign. ** *** *** **** ******* ******* *** *** **** ******* *** ***

    • Initial Complaint

      Date:02/07/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 June 30, 2025, at 6:31 PM, an alarm was triggered at my home. I expected Telus to follow proper emergency protocols, including dispatching police if necessary. However, the monitoring team cleared the alarm without contacting police, citing a policy that requires two separate zones (e.g., door sensor and motion detector) to be triggered before dispatch is authorized.

      I was then transferred to technical support, who informed me that it is not technically possible for two zones to trigger simultaneously on my system. This directly contradicts what I was told by the monitoring team. After spending more than 1.5 hours on the phone being passed between departments, I was ultimately transferred to a non-Telus number, with no resolution.

      This experience raises serious concerns:

      I was misled about how the system operates and what level of protection it provides.

      Telus appears to be avoiding accountability by passing the issue between departments.

      I paid for a home security system that does not function as advertised, which I believe constitutes misrepresentation of service.

      I have requested a full refund of all payments made and immediate cancellation of the service, as it does not meet basic expectations for home security.

      * ** ******* ******** ********** ********* ********** *** ************* **** ****** *** ********* ********** ***** *** ******** ********** **** ****.

      Ensuring that Telus is held accountable for the inaccurate information and service failure.

      Supporting my request for a full refund and contract termination without penalty.

      Please let me know what additional documentation or steps are required to move forward with this complaint. I am happy to provide a copy of the contract, call records, and any supporting information needed.

    • Initial Complaint

      Date:18/06/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      ****** pricing and ****** business practices I'm being charged unfairly for the services received

    • Initial Complaint

      Date:16/06/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      We have been loyal customers of Telus for may years
      A few years ago Telus bought out ADT Security of which we were customers so we continued with Telus Home Security.........
      Several months ago we discovered they were not providing the service we were paying on a monthly basis (Alarm Monitoring) due apparently to our system being outdated (We were not notified of this) upon contacting Telus they offered us a new system....for a cost we declined.
      We decided to go with a local Family owned and operated business, 2nd Generation...
      We sent Telus an E/Mail to cancel our service immediately and asked for a refund on approx 9 months lack of service ($332.46) Their sales person said I would have to contact Telus by phone to cancel and there would be a cancellation charge !!
      My reply back to him was..........He would have to make the request on my behalf and have them send me a refund and I will NOT be paying a cancellation fee for their lack of protecting my premises and still billing me monthly................

      Would it be possible for someone from The *** to contact me personally in case I might have overlooked some of the details regarding this matter........

      Kindest Regards;
      ***** ******* ***** ******** ******************

    • Initial Complaint

      Date:22/05/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Was ******** into signing up with Telus home security. I already have home security **** ****** *****. But they kept calling. Finally they offered a price and I thought 8 bucks and month for a door bell camera and if I say yes they will stop ********* me. Well first bill was higher then that. As was second bill. I spoke to someone at Telus home security and said I don’t want it anymore and they said it’s not possible and blamed me for not complaining sooner. So I’m stuck at the number they say I agreed upon. **** *** ***** * ****** ***** * ****** **** ***** ***** *** ********* *** ******** ** ********* ** *** **** ** **** ********* ** *** **** ***** ** *** ** ** **** *** *** They said was they would put in a compliant and be sure all sales people are better informed. **** * ****

    • Initial Complaint

      Date:22/05/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      My alarm bill went up unexpectedly $10 for the month and now I’ve gone through all my bills for the year and since January they have been charging me their own PST amount, added a service to my contract and not been able to explain why in 2 separate attempts to figure it out. I just want my contact cancelled with them and be done with their ********** business

    • Initial Complaint

      Date:20/05/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Our home security provider, ****, was purchased by Telus Security a few years ago. We were not happy with the reliability of the system so I called to find out about an upgrade. I spoke to someone that promised someone that could help would call, but I didn't receive a call. I then schedule a callback online and didn't receive the scheduled call. I then called to cancel our service and was convinced to remain a client based on the following: maintain the same rate ($30/mo), free equipment upgrade, multiyear commitment. While I wasn't happy with the installation because I was not made aware of the need for new items being stuck to our windows and doors (and ugly new smoke detectors), I felt it was too late to do anything so I accepted this part. I was then shocked to receive an invoice for $200 that included GST on equipment and other equipment rental charges. I called on April 21st and had a long conversation with an agent that promised everything would be reversed (it seemed that the issue was more equipment was installed than expected - even though there was no discussion or agreement on the amount of equipment). I checked online and I didn't see any adjustments to my invoice and then I received another invoice for $625. Twice in the last 10 days, I have reported a complaint to Telus Security management using their online portal, but I have not received even an acknowledgment of the problem. *** ******* ***** *** ****** ****** ** *** *** ******* ** *** *** ******* ** *** *** *** *** **** *** **** *** ****** ****** *** ***** **** ****** **** ***** ****** ** ****** ***** ******** ****** **** **** ******** *** ********** ** ** ******** *** *** **** ****** *** *** ********* ** ** ******* ********. If it was an option, I'd love for Telus to remove all the equipment and allow me to find a different provider, but I'm willing to stick to the agreement of $30/ mo for the term of the contract.

    • Initial Complaint

      Date:20/05/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 have been calling over a year, issues with my alarm system. Going off randomly at night, trying to add additional camera systems, fix a sensor that was broken. I have taken time off work for these appointments that they keep skipping me over and over again. * **** **** * ***** ******** *** ****** ** *** * **** ******** **** *** ****** **** **** *** * ** ********* ********* ** ** ****** *** ** ******* ***** **** **** **** *** * **** ** **** ***** ****** *** ********* * **** ** ****** *** **** ** * *** ** **** ******* ****** ***** ******* **** ****** *** * ********** **** *** *** **** **** ** ** *** * **** * ** ********** ********* **** *** ***** ** ******* **** *****

    • Initial Complaint

      Date:10/04/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 got a $30.65 tacked on my Telus bill for supposed to be free security equipment.
      ** **** **** ******

    • Initial Complaint

      Date:28/03/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 am writing to formally file a complaint against TELUS Home Security regarding an unjustified increase in my monthly bill. I have been a customer for the past 8 months and am currently under a 3-year contract with TELUS Home Security. Despite being under a fixed-term agreement, I was shocked to see an increase of $5 in my monthly bill.

      During my time as a customer, there have been no alarm triggers or emergencies that would require intervention, and there have been no upgrades to my service or equipment to justify this increase. I contacted TELUS for clarification, but they could not provide any reason for the price change and failed to offer any valid explanation for this unexpected charge.

      As a loyal customer under a fixed-term contract, I expect TELUS to honor the terms of the agreement and provide clear communication regarding any billing changes. **** ***** ********* **** ** ***** ****** ** ***** ******* ** * ********* ** *** ***** * ****** ** *** *******. Despite my repeated attempts to resolve this issue directly with TELUS, I was met with no satisfactory response. TELUS has simply objected to my complaint and failed to address the core issue. * **** **** ****** **** ****** **** *** ********** *** ********** *** ****************** ******** ******* *** *** ***** ******* **********. Given the lack of action from TELUS and their unwillingness to justify this increase, I am now seeking assistance from the Better Business Bureau to help mediate this dispute and ensure that TELUS adheres to fair business practices.

      I respectfully request that the BBB assist in resolving this matter promptly. If this issue is not resolved to my satisfaction, I would appreciate guidance on further steps I can take.

      Thank you for your attention to this issue. I look forward to your prompt response.

    TELUS Home Security is NOT a BBB Accredited Business.

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