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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

    • 191 total complaints in the last 3 years.
    • 108 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: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      I was charged an additional $173.00 which was automatically withdrawn from my bank account for a home service installation.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:03/10/2025

      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.
      On September 25th at approximately 6:00pm our fire alarm went off due to smoke from the oven. we immediately shut off the alarm and 10 minutes later, Telus monitoring called our home phone number. A robot said that someone from the monitoring station wanted to talk to us and we went on hold. After being on hold for about 20 minutes, the doorbell rang and the Fire Department was at the door with the fire truck's red lights flashing. i explained what happened and the fireman was very nice. He asked if we had told Telus that it was a false alarm and i explained that they never answered the call that Telus had initiated. We've paid monthly for years. ***** ** **** ****** ** ********* *** *** **** *** *** ********* *** ******* **** ** *** ****** *** *** *** *** **** ********** ** **** ****** *** ***** *** ***** **** ** *********

    • Initial Complaint

      Date:25/09/2025

      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.
      Subject: Urgent Complaint – Incorrect $1,270 Cancellation Fee

      To Whom It May Concern,

      I am writing to formally dispute a $1,270 cancellation fee that has been incorrectly charged to my Telus home security account.

      I have not cancelled my services. I recently moved residences and arranged to transfer both my home security and Internet services to my new address, where I already have a Telus installation appointment scheduled for October 13. This clearly demonstrates that I am continuing my services, not cancelling them.

      Despite this, my bill reflects a cancellation charge of $1,270. I have called Telus multiple times to have this charge removed, but each time I receive conflicting explanations, assurances it will be fixed, or promises of callbacks that never happen. To date, no action has been taken, and I am still being held responsible for a charge that should not exist.

      I am requesting immediate resolution of the following:
      1. Removal of the $1,270 cancellation fee from my account.
      2. Written confirmation that my services are recognized as transferred, not cancelled.
      3. Assurance that my billing records will reflect accurate charges going forward.

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

      Customer Answer

      Date: 29/10/2025

      Hello - thank you for following up - I did receive a response from TELUS ***** * ********** ** **** *** *** *** *********** They resolved the issue and credited me the $$$

    • Initial Complaint

      Date:24/09/2025

      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 received a call from Telus/ Kodoo “ because I was a valued customer “. At first it appeared to be a free add on service, a home security camera. I did finally learn that there was a monthly additional fee. At the initial phone call there was no mention of a contract. I hired someone to install the camera and set it up to my phone. It was too difficult to learn how to save the security footage. Apparently Telus had it. I grew frustrated with the learning curve. I phoned them to discontinue the product and send them back the camera. Then I learned that “ You are under a 3 year contract”. I was informed that I could not send the camera back or discontinue the service. Telus continued to bill me a monthly fee. My credit card changed and I didn’t inform Telus of the change. My Kodoo phone stopped properly working although I attempted to change it to monthly bank withdrawals. Apparently I owe Telus $130 for the security camera that doesn’t work.

    • Initial Complaint

      Date:22/09/2025

      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 promised over the phone that we would get streaming premium + for $25/month for 24 months. This is recorded. An employee who named *** is the one who promised it. When I received the contract via email, it said that the price was only good for 3 months. I spent over three hours on the phone trying to get this resolved and after being transferred to multiple departments and spending a great deal of time on hold, I was told that nothing could be done and there would be no compensation *** *** ********* ** *** **** * ***** ****** ** *** ** ****** ****

    • Initial Complaint

      Date:22/09/2025

      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 had Telus remove their faulty Home security system from my home on 20 May 2025.
      On termination of our agreement Telus sent me a cheque for $ 175.00 on 24 July 2025 to cancel my account. On 6 Sept 2025 (nearly 4 months after removal of their system) I received an invoice from Telus for $ 161.31. I ignored this invoice.
      19 Sept. 2025 I received an email from a collection agency on behalf of Telus. When I contacted the collection agency the only thing they would do is accept settlement of the amount owing.

      Customer Answer

      Date: 14/10/2025

           **** I have heard from Telus regarding case ********, and once again they have promised to stop sending me faulty invoices and have promised to delete my email address from their system and end all future contact.   ** **** *** **** ********

    • Initial Complaint

      Date:19/09/2025

      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 moved in June 2025 and Telus could not provide the service I had to my new address. (optic internet, they only had copper wire) I cancelled the installation when I found out they could not provide the service. I asked for my service to be cancelled. I was on auto pay and was continually billed for another month. I paid my bill to avoid a credit demerit. My internet usage shows zero MMB usage. I can see the new owners usage and internet and devices at my old address ** ****** ******. * ***** ****** **** ** ****** ** *******. I am continually place on hold for over an hour every time I call. I am transferred to different "departments" continually for each call. * *** **** *** **** ** ********** ** ***** ********* ** *** ****** ** *** ***** *** ********* ** *** ** *** **** ********* **** ** ******** ****** ******* *** ******** ******** ******* **** ************* ********* *** **** ** ***** ** ** **** *** *** ******** *** *** ******** ******* *** ****** ****** **** ******** ** **** **** ******

    • Initial Complaint

      Date:17/09/2025

      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.
      We originally contacted Telus on September 8 to request a move of our internet service to a new address. At that time, we were told the service would be transferred on September 12, and that our existing service would be disconnected two days prior.
      Unfortunately, our appointment has now been rescheduled to October 1, leaving us without internet services for over three weeks. **** ********** ** ************* ********* *** ******* ** ****** ******* ********* *** **** **************** **** ***** I called over the weekend to request a temporary reconnection at our old address, but was informed that this is not possible. I’m kindly asking for your help in expediting our service installation. If there is someone with the authority to assist in moving up our appointment, I would be extremely grateful for your support.

      Thank you for your attention to this matter.

    • Initial Complaint

      Date:16/09/2025

      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 sent my file to a collection agency as they said I didn't pay a bill. However, we never received a final bill as there was a mail strike. We no longer had a contract with them to provide security services. It was approximately a $44 final bill which I would have gladly paid had I known. When I called Telus the bill is now $165 approximately. Again, we never received a bill in the mail and the email address they had for me was not updated. * *** *** ****** **** **** ******** ***** ****** **** *** ** * *** *** *** *** ****** They would call but not leave a message other than they have new options for me. Also, I cannot log into my online account. I called Telus and advise that I would like to pay the outstanding final bill but Telus said now I have to deal with the collection agency. I have filled out a complaint form but no one from Telus has contacted me. I wish to pay the outstanding final bill with Telus and not have to deal with a collection agency when I was not given a chance to pay the final outstanding bill .

    • Initial Complaint

      Date:12/09/2025

      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.
      Telus has failed to provide installation of the Home Security equipment as I changed my address. I have been calling Telus non-stop for three weeks now.
      Since the equipment is not installed, the service is not being in use but I did get invoiced for a Service I don't have in full.
      Several calls have been made to the Telus' customer service team, resulting in lack of answer and solution, or when I called they put me on hold and then hang up the phone without returning the call back. They originally scheduled to install the system a few days ago and nobody showed u to do that. We have moved houses since 9/1/2025 and there isn't an appointment set up to install the Security System.

    TELUS Home Security is NOT a BBB Accredited Business.

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