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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

    • 167 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.

    Sort by

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

    TELUS Home Security is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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