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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 26 locations, listed below.

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    Customer Complaints Summary

    • 199 total complaints in the last 3 years.
    • 113 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:04/11/2025

      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 TELUS Home Security account was terminated by TELUS when we renewed our 2-year internet service on May 24, 2025. We were not informed that the security account had been cancelled, nor given any explanation. Shortly after, the security system stopped working.

      On June 19, 2025, we were charged $1,907.14 on our **** for early termination fees (covering the remaining contract months) and the installed equipment.

      Over the years, we were required by TELUS to upgrade our security system multiple times — first when they acquired ***** ********, and again when they migrated from 3G to 4G — both at our own expense.

      We have called TELUS four times to follow up on the refund, but each time we are told it will take another 4–6 weeks. We were informed a cheque would be mailed, but the timeline continues to be extended with each call.

    • Initial Complaint

      Date:04/11/2025

      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 signed a 5-year Telus SmartHome Security contract on July 14 2022 for a fixed monthly rate of $50 + tax ($63 total). The agreement clearly stated a fixed-term price for 60 months.

      In August 2024, Telus increased my rate to about $68/month, and again in March 2025 to about $83/month, without my consent or any contract amendment. I was not informed in writing or asked to agree to any new terms.

      I contacted Telus Customer Relations, who confirmed that my plan was subject to rate increases but could not provide documentation proving that such changes were permitted in my signed 2022 agreement. They have not refunded or corrected the billing. * **** ********* *** **** *** ******** ********** ******** *** **** ******** ************* I am seeking BBB’s assistance to have Telus honour the original contract rate and refund the overbilled amounts.

      Account Number: *********

    • Initial Complaint

      Date:03/11/2025

      Type:Customer Service 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.
      Recently my account with *** ********** ****** was transferred to Telus. I have tried numerous times to contact Telus to cancel. I have not been successful. *** **** * *** ** ***** ** ******
      I did not enter into any agreement with Telus. I have no intention of using Telus.

      Customer Answer

      Date: 26/11/2025

      thank you for your reply.  I also had difficulty contacting them, however eventually I found success.  They have since resolved the issue and acknowledged the issues.

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

    • Initial Complaint

      Date:03/11/2025

      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.
      On October 1,2025, I had my *****’s home tv services cancelled and I got Telus home services (tv and internet) and a Telus home security system installed. I was unhappy with the services immediately. I talked to *****’s and they agreed to cancel my Telus tv and internet for me, and I called Telus home security I wanted to cancel my services—this happened on October 8, 2025. On October 9, 2025, *****’s installed their tv/internet in my home. I did not receive a cancelled email from Telus by Oct 9th, as the “Telus team member” assured me I would receive. So I called Telus again on Oct9 to inquire. The Telus team member told me she had no record of the call I made on Oct 8th, but gave no reason for a problem. But she told me to unhook my Telus home security monitor, but it would take them a few days—she said to wait until Oct 13 or 14 to safely unhook everything. On Oct 15, the system was still on. I called again and was directed to press a button on the monitor to unhook it, but it didn’t work. The tech said to unhook it anyway which I did. I was instructed to mail back the Telus equipment and to but an account number given by Telus (**** **********) on the outside of the package along with a Return Id # that they provided me (****** ** *********) also on the front of the package. I did as instructed and mailed the package on Oct 16th.
      I continue to receive daily emails from Telus saying my service isn’t responding. ******** ******* **** *** **** *** ** ********* ** ***** *********** Then I received billing for the entire month of October and the entire month of November! I had the system for 7 days before I cancelled.
      I have called Telus yet again today, but I am waiting for a callback. Nothing Telus has done indicates I will get satisfaction.
      * **** ***** * **** **** *** * *** ** *** **** *** ******* ****** ****** **** ** ****** *****

    • Initial Complaint

      Date:31/10/2025

      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.
      When we resigned with Telus they kept the previous account open and continued charging automatic payment withdrawals. This was rectified but the old account was reactivated somehow by telus and these charges keep getting added to my bill. I have tried to fight this with them. They gave me a partial refund and a couple months free service but then again this month I got double charged. **** **** ****** ****** ************** *** I'm spending hours and hours dealing with them.

    • Initial Complaint

      Date:31/10/2025

      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 am mid way through a 3 year contract with telus for home security. In the last 2 months the system has alarmed 4 times (10/28, 10/24, 9/4, 8/16) and at least 3 times prior to that, when there was no one at home, the fire dept has been called to the house twice and the police once. The alarm has had fresh batteries and been cleaned prior to the last 4 occurrences. Telus will not replace the alarm.
      As am under contract and the cost of termination is prohibitive my only option has been to have the smoke alarm disconnected from the system and the actual alarm removed to prevent this from continuing.
      **** ************* **** * ******* **** ***** ***** ***** ******** ********

    • Initial Complaint

      Date:27/10/2025

      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.
      Telus security created an account in my name during a product migration (from ****** to Telus home security). There was a bill created but no notification sent to me, I had no awareness of this bill. I have auto debit enabled with Telus, I do not miss my payments with them but because of their mistake they sent my case to a collections service. **** ** *** ****** **** ** ***** ** ******* **** *** **** ** **** ** ************ * *** ***** * ********* **** *** **** *** ***** ** ******** ** ***** ********** ** ************* **** *** ******** ***** ***** *** *** **** ******** ********** ******* **** *** *** **** ********* ********* ******* ** ***** ** **** *** ******** ***** *** ****** ***** ** ***** 

      I do have email receipts where Telus explained that sending me to collections was their error, they’ve contacted the collections service and supposedly had the proper credit corrective measures enacted. ******* ***** *********** *** *** ** ******* *** **** ** ** ***** **** ** ***** ****** *** **** ******** ** ****** *** ************** ** *** *** ******  *** ******** **** ***** *** **** ************** ** *** **** ****** Providing me with “direct phone numbers” that are anything but direct (AI directory or a voice mail) or laughing at me on a voicemail left for me.

      My primary complaint is that, as a customer that always pays his bill, this company still found a way to send me to collections. **** *** ****** ***** ****** *** ****** ** **** ****** *********** *** ***** ** **** **** **** * *** ****** I hope the BBB has a means of holding Telus home security accountable for their mistakes *** ************** **********

    • Initial Complaint

      Date:22/10/2025

      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 was with ****** ****** and transferred to Telus Security when they bought them out.
      I have always had my account set up pre-authorized debit. Last May my credit cards were stolen in Rome I attempted to call them 6 times to set up the new credit card with them advising they can’t do over the phone and sending me to an online account that wouldn’t work.
      Then stuck paying monthly through online banking ** *** *** ***** *** * **** ** ****** **** *** ****.
      Now I am cut off of service this month for no reason I called in and they were bewildered that my account was sent to collections but I did not owe any money and in fact have a $10.00 credit on my account. ******* * *** ** ***** *** *** ***** **** ** ********* ** *** * **** ** ** ***** 
      I have called both yesterday and today they say they are reactivating and still no service and them repeating I must not have paid a bill which is not the case and they have also confirmed I am overpaid. ***** ***** *** *** ********* ********* *** **** ***** *** ******** ** ****** ** ***** ******* *** *******
      I need it rectified and actual information not half information being provided while sitting on the phone for hours.
      Need a response and my service in place ***** * *** **** ******* ******** *********

    • Initial Complaint

      Date:17/10/2025

      Type:Product 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 was charged an additional $173.00 which was automatically withdrawn from my bank account for a home service installation. I was told this was an error and they would refund my money. I have called numerous times over the last 3 weeks and have continually been told that it would be returned to my acct I just have to leave my credit card on file for the refund. I have no refund. I have called every day and I am told very different things, always though I am told to wait 7-10 more days. This past Friday I was told it would be in my acct in 3 days. It’s not. Yesterday I was told it would be in my acct today and Telus would call me back. They never called and I do not have my money. I’ve now called in again and they have told me to wait 7 more days. I spoke to ***** and ***** (manager) and I have provided the escalation ticket number given to me. They have said they refunded the money in September but they did not.

    • Initial Complaint

      Date:17/10/2025

      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.
      ****** sold to telus. Now telus is managing my property security system. The system has stopped working and after aprox 6h of wating on hold, they have no technitian they can send. I did not enter any agreement with Telus and now that ****** cant support the agreement, i want a refund and release of any agreements.

    TELUS Home Security is NOT a BBB Accredited Business.

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