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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

    • 166 total complaints in the last 3 years.
    • 100 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: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.

    • Initial Complaint

      Date:28/03/2025

      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.
      At the end of November, 2024,a Telus representative came to my house and offered a bundels package, with internet, fiber optics Television, and home phone and Telus Security I mentioned that Telus has no fiber optic, on my street. The representative from Telus checked with his supervisor and Yes, Telus can deliver fiber optics to my house. I agreed to his proposal, and two weeks later, the contractor who does this work paid me a visit. The contractor drew a sketch of were the fiber optic would come under the street down my yard and to the corner of my house. I signed the documents and texted it to him. Skip forward 4 months and still no contractor or fiber optics cable. I texted him last night to find out when he was coming, to my surprise he said Telus did not authorize the installment and the install was cancelled, without anyone from telus informing me of this decision. Back in November, just a couple days after the telus Rep sold me on this offer, a security rep came to my house to install Telus Security, after he was hooking me up he told me that Telus security would use my existing ****** network until my new Telus fiber optic network would come on-line and I could cancel my ******* Subscription.

      What I am upset about is that the Telus rep who sold this package to me, ******** ** *** lied to my face, knowing Telus did not have fiber optic cable to hook into.

      I am looking to have Telus finish the job, or if they refuse, to take their home security from my house without a penalty, for not fulfilling the part of the agreed arrangement.

    • Initial Complaint

      Date:10/03/2025

      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 Corporation *** **** * ******* ** ** * ********* ** ******** ******.

      ** ****** *** I have been loyal clients, first with *** ******** and now with Telus, for a total of 21 years. Today, when we contacted technical support regarding a failure displayed on the alarm system at our rental property ******* ** * ******** ****, we were informed that our services had been canceled since October 2024. When I inquired about the reasons for this cancellation without prior notification, I was told that the account had been overdue since July 2024 and that we had not been notified about this either.

      We were shocked to discover that our account had also been sent to a collections agency without any notification. I requested to speak with a supervisor, ****, who mentioned that an email was sent on April 16th regarding the upcoming expiration of our credit card. However, we did not receive any email from Telus. Furthermore, the supervisor stated that it is our responsibility to monitor the account and that Telus has no obligation to notify us.

      I am extremely dissatisfied that our account has gone to collections, and I am appalled that our premises were left unprotected due to the lack of notification regarding the cancellation of services.

      Therefore, I request that Telus Home Security rectify this situation by withdrawing the account from collections to prevent any negative impact on my credit score and restore the service.

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

      Sincerely, *****

    • Initial Complaint

      Date:05/11/2024

      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.
      A Telus **** ********** representative came to my door around dinner time selling Telus phone plans and home security. We decided to sign up for the phone plan and decided to go with the $30/month home security system that he was advertising.
      **** ** ****** *** ********** **** ** **** **** ****** My phone number was not ported correctly, ***** **** ** ** * ***** ********** *** **** **** * ***** ******** ** ***** I called Telus Customer Service and was given the run around, finally having to call my old phone company myself to complete the porting.
      When I get my home security bill, it shows I am being bill $50/month for the home security system which was advertised as $30 when I signed up. I called, and after being continuously placed on hold over the course of an hour, I was hung up on.
      I called back to cancel my plan, that's when I was told it was a 3 year contract!!!!! I was very upset as this was not told to us before.
      Recently I paid my bill in full to the mobility account and then noticed that they payment does not go to the home security account. I called and talked to an agent for over an hour who confirmed that they had transferred the overpayment to my home security account. Bringing both accounts to paid in full.
      However, I then received a cancellation letter from Home Security. I called and was advised payment was not transferred and sent back to me instead. I would now also have to pay activation cost on the home security system since they cancelled my contract. If I chose not to, I have to pay over a thousand dollars******** **** ** ****** I have been on the phone with Telus reps many times over the last few weeks, they keep transferring from dept to dept and then end the call with no resolution. I have asked to have my call escalated to a Manager/ Sup but then the call ends while I am on hold.
      * ** *********** ******* **** **** ******* I would ideally like to have my home monitoring contract cancelled at no cost. I will return ALL the equipment

    • Initial Complaint

      Date:25/10/2024

      Type:Order 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.
      **** **** ******* ** **** ****** **** ***** ** ** ******** ******* ** ******** **** ******* ******** **** * ****** ** *** They mistakenly cancelled my original acct and created a new one for my move and now extended the contract to 2029 when I should expire my contract in 2027.

    TELUS Home Security is NOT a BBB Accredited Business.

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