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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.
    • 99 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:24/09/2024

      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.
      On August 3rd 2024, my card was charged $312.47 by Telus. My card was only authorized for our regular monthly bill of $59.35 resulting in an over charge of $253.12

      On August 25th 2024, when I called, they explained it was an over charge, and I requested a refund in full to the credit card they charged. They told us they will refund the card for us and that it would take 5-10 business days.

      On September 22nd 2024, when looking at the card, there was no refund still. So I called back, and another employee informed us they did not refund us but instead gave us a bill credit, minus the current month now that they took off. They told us that in order to request a refund again, we would have to be transferred to another department, but after waiting 45 minutes on hold, we requested a resolution now instead of waiting. The employee told us they would contact their manager and then contact us the next day with a resolution.

      They never contacted us, and I still do not have my refund. **** ******* ** **** ******* ** ********** *** ******* ** ****** ** ** **** ** ** ****** ** ******* **** **** *** ** ************* ** **** ****** *** 

    • Initial Complaint

      Date:24/09/2024

      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.
      In February I talked to Telus Home security about their security systems.
      By the information given on that call I said I would have it installed. I set the appt for March 7th in ******* and a few weeks later for it in the ******** *** *******
      When the telus installer came to my house in ******* he told me it would have to work off a cell tower which was not disclosed to me with the Telus security sales person.
      The installer said he would have to secure a dish above my kitchen window for best possible reception as I am in a valley. The cell service is very poor here. I often have to stand in my front yard for a phone call. Cell service is very spotty and usually one or two bars. Downloading stalls all the time. So I didn't have confidence in it working well nor did I want it installed where it had to go. The installer supported my choice by saying that ******* was behind and needed to upgrade their system, packed up the equipment and went onto his next job. Because I have similar issues in ******** and was no fibre network there at the time I called 2 days later to cancel service set up for ********, and explained the cancelation in *******.
      That was March. I ended up getting a bill and called Telus to retell the situation in April or May. They passed me to this person and then to that person and I thought it was all taken care of.
      Bills kept coming. I called SEVERAL times each call I waited for 50 -60 min. for someone to even pick up, then another 1 to 2 hours for them to take the information to resolve it. Finally 10 minutes after ANOTHER 3 hrs on the phone with telus they assured me it would be resolved,.... they sent me a notice to return the equipment.
      What equipment?
      * *** ** ********** * ******* ***** **** * ********* ********.
      I called again in June or July.. NOW MY 5TH or 6th 2-3 hr call. They told me it had been sent to collections and out of their hands. The charge now is $1438.87 **** ****** *** ** *********** * *** *********** * *** ***********

    • Initial Complaint

      Date:08/08/2024

      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.
      **** ******* ** ****** ** **** ********* ** ** ******* ******* *** **** ** ******* **** *** ****** ** * ******* ********* ***** ************* ************ *** ************ **** ******** ** *** ***** ******** ** ** ******* ** *** ***** ** ****** ***** ************************************************ *.
      Dr. Fowles was ******** billed over $1,200 by **** ******* *** Telus, which is somehow connected to *** such that it provided an invoice to Dr. Fowles on ***'s behalf.
      The invoice is for services that were never provided.
      *** ****** ** ** ***** ***. ***** ** **** ******* ************ *** *********** ******** ** ******* **** ****** **** ********* **************** ** ***** ** ** *** *** *** ** *** ******. ** ****** ** ** ** ******* ** ** ***** *** ** **** ****** *** ** *** *** **** *** ****** ** ******** **** ** *** ***.
      I **** left 5 messages over 4 days during the week of May 13, 2024, with an individual at ***/Telus who told Dr. Fowles that he was in charge of this matter, but I never received a call back.
      On May 21, I spent over an hour on the phone with 3 other individuals after calling a suggested ***** number, much of it explaining the situation over and over to each of the three of them, the last of whom dropped the connection.
      After that I commenced a complaint on Dr. Fowles's behalf with **** but ***/Telus disputed ****'s jurisdiction as the contract concerned alarm services. **** agreed that it had no jurisdiction and referred me to you, the BBB.
      *********** ******* ******* *** ****** ** ********** ******** *** *** **** *** ********* * ******* ******* ** ************* ** ****** *** ***** ** ********. I hereby request that you ask ***/Telus to reverse the invoice delivered to Dr. Fowles. All the information ***/Telus requires to do so is in their internal notes and audio recordings of Dr. Fowles and my calls to them. If they refuse, please advise me of the process for escalating further.
      Thank you,
      **** ******* ********* ****** *** **** ** ******

      Customer Answer

      Date: 25/09/2024

      Two days ago, I received a call from ****** of Telus during which she confirmed that Dr. Fowles’s outstanding account was reduced to zero on September 16 so that there is nothing owing by him anymore.

      She told me that the escalation number if needed for later confirmation is *******.

      I believe that ends the matter such that the BBB can close its file.

      Thank you for your attention to this matter.

      Customer Answer

      Date: 17/10/2024

      Dr. Fowles just received *** ******** from a collection agency or reopen this as a complaint against this collection agency.

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

      When “******” of Telus called me on September 23, 2024, she advised me that the escalation number for confirmation that the invoice was reversed is *******.

      Maybe that will help.

      I would try to contact her myself, but she gave me no contact information.

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

    • Initial Complaint

      Date:16/07/2024

      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.
      February 2023, got a call from Telus about home security plan was not informed in the conversation about a 2 year contract, tried to cancel it in Nov. but was told about the 2 year contract. I cancelled my phone plans with ***** a linked Company . Got a call in January 2024 from ***** saying they would cancel the home security if I went back to them with the phone plans . I accepted and changed over. Then they sent a bill saying I had not returned the equipment. I returned the equipment to a Keltic drive location. Did not hear any more until I get a call from a central credit agency saying I owe $376.73. Did a search of my Emails and found nothing . Checked my ****** and found notices. *** **** *** ***** *** ****** *** *** *********.why were the emails sent to her and not me.I don’t know what to to with this and need your help to resolve this.I am worried
      that even if I pay the credit bureau they will continue billing me until the end of the 2 year contract.can you help.

    • Initial Complaint

      Date:04/07/2024

      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.
      On June 13 a subcontractor of telus came to install security cameras. He was not clear about what he was doing and set up wires in a way that prevented an exterior door from being able to close. **** *** * ****** ****** *** ***** ***** *** **** **** ** *** ******** **** ********* ******** *** **** * ****.
      When we saw what he was doing we told him to stop and that he was causing damage to our home.
      He took the cameras away with him leaving holes in our house.
      Telus escalations verified this was not what was supposed to happen and assured us their local manager would come to assess the damage and help us find a solution.
      After waiting weeks someone phoned to tell us he refused to come access the damages *** ********** ** **** *** ******** *** ** ** ** ********* ** ****** *** ****** ** *** **** ***** *****.

    • Initial Complaint

      Date:04/07/2024

      Type:Sales and Advertising 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.
      JUNE 10 2024, SALES REP SOLD US A SECURITY CAMERA INSTALLED FOR ONLY $15 A MONTH AND BECAUSE I WAS ***** CUSTOMER ALREADY ANOTHER $5 OFF MY ***** BILL THE INSTALLER TRIED TO SELL A SYSTEM WHICH THEY DONT EVEN HAVE. HE TOLD US THAT. INSTALLER CHARGE MY CREDIT CARD BUT WE ASKED HIM TO CANCELL IT WHEN HE TOLD HE DIDNT HAVE ANYTHING TO OFFER. TELUS SAYS WE MUST PAY $35 PLUS ($51.03 MY FIRST BILL.) * ** * ********** * *** ******* ** *****

    • Initial Complaint

      Date:16/05/2024

      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.
      Problem start in Jan. 2024. The control panel showed that the motion detector was not working.I started phone ADT and got dropped call and long "on Holds" and then nothing.Finally Feb. 20 spoke to some one-30 min. on hold. He said get a new battery.I did. Problem not fixed.Feb.21-48min. call, mostly on hold. Told the motion detector needs replacing ( we all already knew that). A repair man will be out to replace it.The repair man came with a laptop computer and * ******* *** ** *** **** *** ** *** ******** on his computer for some time; but did not replace the motion detector, which until then had been working intermittently.He said he fixed it and left.* ***** ***** ** *** ***** **** *** **** **** the control panel beeped, telling me the detector was once again not working.I tried calling him back- no reply.Feb.24th Got a robo call telling me #9 is not working. I phone ADT *** ****** ****** *** ** **** *** ******* told they are closed and I should call back Monday or Tuesday.** ****** **** *** * ******* ****! Phoned Feb.26; Dispatcher said he will send the repair man out again on Feb.29. He came with his laptop again ; I check him in the shop , he was on the laptop again, *** *** * **** ** *** ** ******* *********; he said it is fixed. * ***** ***** ** *** *** ** *** ******** **** the control panel told me the motion detector was again not operating. Mar.1st- called ADT ###-###-#### 9:25 AM Got hung up. Second call Told someone will call me 24 to 48 hours later. ADT called to tell me that my system has a problem . Call ###-###-####.- Nothing! I called the repair man and told him the system he fixed was NFG. *** *** **** ****** ********. He said he will make a phone call and order the Detector and call me to let me know when he will install it. ** *** *******, he did not order the part; however , he told some at the company to sell me a new system.I received an Email on Mar.5 sales pitch selling me a new system and 3 year contract at $54 + tax .I phoned them same day AM , Put on hold again told to leave a message, I did , told them to call me back. No Reply.Mar.25-Phoned them again 1:19 pm on hold & talked to 4 or 5 different people for 2 hours and 14 minutes.All wanted to sell me a 3 yr contract at an ********** price; did not want to talk about the invoice for a ******* * ** ******** ** ****** repair ! * **** **** * *** *** **** ** **** ******** ** ** **** * ******* **** **** *** ****** ******* *** ** ******* * ** ***** **** ***** ******** ** ****** ** ****** * ** *** ****** **** ********* ***** * ****** ** **** **** *** *** ***** *** **** *****

      Customer Answer

      Date: 17/05/2024

      I  want them to cancel all invoices and charges for work **** ** *** **** *** *** ****.Everybody Knew the only thing wrong was that the motion detector was only intermittently working. The unit is self diagnosing and reports to me and them on line. *** **** **** **** ***** ********* ** **** *******  *** **** * ****** *** ** **** **** *** ** ********* ** ****** ******** * **** *** ** * ***** ****  *** *** *** **** ********  ** **** **** ** *** *** * **** ******** *** **** ***** ******* ******* ***** ****** ******* ** * ************ ********* ***** ***  ******* ** **** **** ****** *** ******* ******  **** **** * ** ** ***** *** *** ******* **** * ****** ******** . I repeat nothing was fixed *** ******* *** *********** ** ***** ***** ** *** ******

    • Initial Complaint

      Date:16/05/2024

      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 home monitoring subscription through ******* * ******* ***** which was operated by ADT Security Services Canada, Inc. starting March 17, 2020. The installation was free for 2 years contract. And monthly subscription was $38.36 per month.

      On Sep 15, 2023, I received email indicating that ADT is part of ***** and I'll receive invoices through *****

      I didn't sign any contract with ***** as I was on monthly subscription

      When I talked to ***** representative on Nov 6, 2023 to report non-functional home monitoring equipment, I was informed that home monitoring equipment is out of support and it stopped home monitoring long time ago. In order to replace the equipment, I’ll have to move to upgraded costly plan otherwise they can send technician at the cost of $100-$150.
      I had two smoke alarm triggers without any response from home monitoring and disconnected doorbell,

      Considering that equipment was not functional and home monitoring was not supported/provide, I decided to cancel the subscription as of Dec 7, 2023 (instead of upgrading or spending money on technician visit)

      Also, I’m not aware of any contract conditions with *****. My ADT contract has already been matured.

      I have paid monthly charges till Dec 7, 2023 even when home monitoring wasn’t functional for last little while.

      I received Invoices as follows - These invoices are not for valid charges:
      Number ********: Amount due $441.17
      Number ********: Amount due $6.62
      Number ********: Amount due $6.62
      Number ********: Amount due $6.62
      Number ********: Amount due $6.72

      I am requesting to void these invoices and late payment charges.
      I sent a letter requesting to void these invoices to ***** on Jan 12, 2024 - responded to not consider the equipment no longer supported / working
      I responded to collection agency *** *** by email Mar 21, 2024 - I haven't received a response

      ******* Account Number: F27759
      ***** Account Number: ********* *** **** ** ******** *** Current Balance: $454.41

      Customer Answer

      Date: 25/06/2024

      Company contacted me directly and resolved the issue
      Thank you very much for your help

    • Initial Complaint

      Date:19/04/2024

      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.
      We signed up for ADT Home Security Services for our residential property in Thorold ON in 2022. ADT was bought out by Telus Home Securities and our accounts were transferred. We moved to a new home (selling our Thorold Property) on August 10th 2023. The Buyers of the home wished to take over the security services and transfer the account into their name. We called Telus Home Security and were told that they buyer ought to call in. So the buyers called Telus Home Security but were told they could not transfer because we did not authorize. So we (and the buyers) called in again to ensure that it was recorded that we authorize this account transfer and transfer the services. I later called in to confirm that this was all done was told the transfer was all set up. In March 2024, I noticed I was still being charged for the Security Services. Upon calling, I was informed that the account was never transferred, I was reassured that all would be made right but that I had to wait for a call later that week from management. Nobody called. I called back about a month later (spoke to 'Kaye' thats the only name she would give for accountability) and was told that I need to find the contact information for the people who purchased the home whom I obviously don't know personally, in order to address the situation. She transferred me to retention where I spoke to "Rodiegogo" who informed me that I am accountable to the account and Im quite sure he cursed me in Spanish before hanging up on me. No refunds were issued. My credit score will likely be affected by the fact that I stopped payment to this account that was never cancelled. To this day I have received no compensation (after hours on the phone) and am out over $600 ($77/ month since August 2023-March 2024 when I put a stop payment on the credit card to that vendor).

    • Initial Complaint

      Date:18/04/2024

      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.
      To Telus/ADT Security Services Canada Inc.

      This is *** *** **** the owner of *** *** **** Inc. DBA ********* ****** ******.

      I have received an monitoring Invoice Invoice number ********

      I have discontinued the service with **** ******** Monitoring many years ago and have never signed up for ADT Security Services or Telus Security Service. If by any chance these small company sold my data and moved my contract to these company without my authorization, I will not acknowledge the change and not responsible for the charges. You must cease the unilateral service and billing.


      yours truly,


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

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