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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

    • 178 total complaints in the last 3 years.
    • 104 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:05/09/2025

      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.
      I am moving to a location where I cannot transfer the Home Security Service. I called Telus on September 5, 2025 @ 10 am to discuss this and was met by an argumentative representative. When I asked to escalate the issue, I was forwarded to another agent. The second agent also did not have the authority to assist me and refused to put me through to someone who could help. They kept repeating that we have a service contract but were not willing to waive due to extenuating circumstances.

    • Initial Complaint

      Date:08/08/2025

      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 account with Telus was closed in November of 2024 due to missed payments. I called the company today to try to rectify and found that my account had been sold to a third party, Telus was not able to give me the name of the company, only a phone number. The phone number is ###-###-####. That company I spoke with and they said that Telus was charging me a rate of 42.58% and that my initial outstanding balance of $1,295.41 had now gone up to $1,459. The company told me that this percentage was through Telus and not their own percentage applied and that they did not have control over the rate of which Telus was charging interest on. ** **** *** **** ***** ** ** **** ***** *** ***** **** ** ******* ***** ** * ***** ***** ***** **** ********** * **** ** ********* ******** ****. *** *** ********* **** *** ******* ******* ***** **** ***** *** **** ** ****** ***** **** ********** ******** ********.

    • Initial Complaint

      Date:07/08/2025

      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.
      *** ****** **** ********* ********* ******* ******** *** ******** ***** ******** *** **********. In June 2024, we received a letter with our TELUS Security account number, but when we contacted TELUS, they claimed the number wasn’t valid. I’ve spoken to multiple agents from ******* and TELUS, but no one has been able to give a clear or consistent answer.

      Since that time, we’ve received repeated calls to our emergency contact claiming our alarm has gone off—even though no alarm actually triggered and I work from home. On top of that, our mobile app stopped working, so we can no longer control the system. Despite that, we were still being billed monthly for a service we couldn’t use.

      After multiple attempts to cancel or get support, we stopped paying. I personally called and paid what I was told was the remaining balance, only to be contacted the next month saying there was still a case against me and that my credit was being affected.

      I’ve tried calling both service and support lines repeatedly but have only been given the runaround. Some reps say our account was taken over by **********. They did email us once, but when asked for clarification and verification, they never responded.

      We still don’t know who actually owns or manages our account. **** ********* ************ ***** ******** ** *** *** * ****** ** ***** **** ***** ******* *** ***** *** **** ***** *** **** ** ******** ******** *** ************* ** ********** ************.

      I am requesting the following:

      A clear written statement of who currently holds and manages our account.
      Immediate reinstatement of full access to our alarm system and mobile app, or full cancellation of the service without penalty.
      Removal of any collections or credit damage caused by this mishandling.
      A formal investigation into how this account was handled during and after the transition.
      I would greatly appreciate the BBB’s help in resolving this issue.

    • Initial Complaint

      Date:07/08/2025

      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 an *** client for approx 20 years without any issues with *** Canada. Telus purchased *** **** ******** ****** in 2019. I was informed by Telus in 2022 that I need to switch over to new Telus equipment as they have stopped supporting and maintaining ***'s old equipment. I upgraded my system, as request to the new Telus system in Feb 2022 for $3200 and agreed to a 3 yr contract. In Sep 2024, I added 2 new sensors for a detached garage without issue. Over the last 6 weeks, one of my newly installed garage door sensors has become faulty triggering alarms and saying the door is open when it has remained closed. The police have responded to 2 false alarms already. We've called Telus numerous times and cannot get any assistance in replacing the faulty sensor. Telus does not recognize the upgrade done in 2022 and believes we are still on *** equipment and refuse to send out a technician to replace the sensor. The sensor was purchased in Sep 2024 with a 1 yr warranty which Telus also doesn't recognize nor do they want to honour the warranty. The customer service agents refuse to escalate the issue to a manager. They will not accept an email from us with the information about the upgrade done in 2022 and the added sensors in 2024 (********). They refuse to send out a technician without us agreeing to an upgrade - which was already done in 2022. They hang up on us or transfer us to a dead number. Their customer care center has never called us back. **** *** **** *** ***** ******** ********** **** **** ** * *** *** ******** ******* *** ***** ***** ** *** ******** * ***** ** ****** ********* ***********. I would like someone to resolve this, replace our sensor and provide a discount for all the time wasted, false alarms, phones ringing in the middle of the night, etc. I even told them it was a false alarm and they still dispatched the police. *****. Can we please get someone to address this?

    • Initial Complaint

      Date:06/08/2025

      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 purchased security service and equipment from telus. Everything was great until a few months into the service when my services were disconnected. I received my bill which had a charge for equipment for a different address. I contacted telus to straighten out the mess. That was not successful and I ended my contract. I sent my equipment back but they still sent me to collections on equipment I no longer have plus charges for services I never received. I am now receiving collections calls.

    • Initial Complaint

      Date:01/08/2025

      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 filing this complaint against Telus due to misleading sales practices, false verbal assurances, and unjust billing for a service I never intended to keep.

      I received an unsolicited cold call from a Telus sales rep, offering their home security and internet services. I clearly informed them that I was already under a 2-year contract with ****** and could not switch providers. However, the representative persisted aggressively, urging me to try a “risk-free one-month trial”, which they claimed came with Zero financial obligation, No activation fees.

      Based on these assurances, I reluctantly agreed to the trial. After speaking with ****** the next day and realizing the early termination penalty on my current contract would be substantial, I called Telus immediately to cancel the trial. They confirmed the cancellation but still sent a camera device to my address.

      I returned the camera promptly upon receiving instructions from Telus. Despite this, I later received a bill from Telus, and when I inquired, I was told the camera was non-refundable—completely contradicting the original verbal agreement. After multiple follow-up calls, they eventually agreed to reverse the camera charge, acknowledging the error.

      However, they continue to demand $22.08, citing an activation fee and late payment charge—again, despite the initial promise that no fees would be charged for the trial, whether I kept it or not.

      *** ************ **** ******* ********* ***** ******** ********* *********** ********* ** **** ** ***** ***** ******** *** **** ******* **** ******* ***** ***** ******* ******** ********** **** ********** *** **** *********** ********** *** ********** *********. I was assured there would be no costs, yet I continue to be billed despite immediate cancellation and return of all equipment. * ******* ***** ****** ** **** ************ *** * ******** ********* *** *** *********** *** **** *********** ****** ** ******* ****** **** ******* ****** ** ***** ********

    • Initial Complaint

      Date:29/07/2025

      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 ordered it. The tech came out. It was not a reliable option so we decided NOT to install it or get the service. It was cancelled that day. Never installed. They billed me regardless of 5 more calls to cancel and over 8 hrs of calls to telus about this. Finally I filed with you. A telus supervisor did an investigation after over a week she agreed of the mistake and apologized. I told her to fix my credit report and contact the collections.
      But, Now I have a lawyer threatening me with a lawsuit for non payment. * ** ** **** ******* * **** **** * ***** **** *** * **** ** * *****. * ****** **** ***** **** *** **** ******. ** ** ******* ** ***** ******. I don't understand WHY they keep chasing me for money of a service I never received.
      Please HELP! I need Telus to call the law office and give them the info they need to correct my credit and retract the money owing. *** *** ****** **** ** *** ******** ** *** **** ******* ******** ***** **** * ***** **** ** *** ***** ***** ** *** *** ************ please tell telus to
      SEND all written information about the cancellation of this service and bill adjustments as well as copies of your investigation to *********************** Please help me. That is the only way they will stop. I did everything over the phone. I don't have any paperwork. Please help me.

    • 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:24/07/2025

      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 currently maintain two separate accounts with Telus—one under their Mobility services and the other under their Home Security services. Recently, I received a notification from a third-party collections agency claiming that I owed an outstanding balance of $420.08 on a Telus account. The notice provided no indication as to whether this debt was related to my Mobility or Home Security services.

      In my efforts to clarify and resolve the issue, I was contacted Telus on three separate occasions. On the most recent occasion, I spent over one hour on the phone. During that call, the Telus representative referenced account number *********** and further informed me of another unknown account*************with a balance of $385.67.

      To my astonishment, I was told that both of these accounts had been “created by the computer” and should not have been charged to me at all

      I am requesting that the BBB investigate this matter and provide guidance or action to ensure such incidents are prevented in the future. ****** ******** ** **** ***** ***** *** ***** ** *** ********* ******** ** * ***** ****************** ********* ***** *** *** **** ********* ** **** ******* * ** ********* ** ******* *** ******* ************* ** ******* ** ********* I continue to receive emails from the Telus collections company "*********" demanding payment and *********** my credit.

    • Initial Complaint

      Date:24/07/2025

      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 trying to cancel our account with Telus since they bought out ****** security. We have been on the phone multiple times for hours and can
      Not get them to cancel the account. They keep charging us every month but we don’t want their services and are not using their services. I will no longer pay them as we do not want or use their services and are not in a contract with Telus. We just want the account shut down and no further contact from Telus

    TELUS Home Security is NOT a BBB Accredited Business.

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