Complaints

This profile includes complaints for TELUS Home Security's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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TELUS Home Security has 28 locations, listed below.

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  TELUS Home Security

  2815 Matheson Blvd E Mississauga, ON L4W 5J8

• 

  ADT Security Services Canada, Inc.

  110 7455 132 St Surrey, BC V3W 1J8

• 

  TELUS Home Security

  Victoria, BC V8Z 3B7

• 

  Telus Custom Security Systems Inc,

  100 - 4243 Glanford Ave Victoria, BC V8Z 4B9

• 

  Telus Custom Security Systems Inc,

  2885D Cliffe Ave Courtenay, BC V9N 2L8

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.

• Initial Complaint

  Date:28/03/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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:

  UnansweredMore info

  Complaint statuses

  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.