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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:26/06/2023

      Type:Delivery 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.
      Hi,

      In this year February, I called in to request window decals for my house, and after waiting 3 weeks without any response and received. I called back, with in different time and talk with five different agents.Unfortunately, I have not received a response from anyone at your company, despite waiting for over four months.
      * **** ******* ** ************** *** *********** ** I have already dealt with four other agents who have failed to address my request adequately. Each time, I was promised either a call back or an email, but unfortunately, none of these promises were fulfilled.

      This lack of communication and follow-through *** ******** ******* ** ***** ** **** ******** ** * ***** ******** *** *** ********* **** ******** *** **** ***** ******* **** ** ************* to experience such a breakdown in customer service.

      I kindly request that you personally intervene and ensure that my request for window decals is resolved promptly. * ******* ** ** ** *** **** ******** ** **** ******* ** ******* **** ****** ** **** ** ******** ** ******* ** ***** ** **** ******** 
      I would appreciate it if you could provide me with an update on the status of my request and a timeline for when I can expect to receive the window decals. Additionally, please ensure that I receive a confirmation email or call to acknowledge my request and provide any necessary instructions for the process.

      I understand that issues and delays can occur, *** ** ** ********* ** ******** **** *** *********** ************* **** **** ********** * **** **** *** **** **** **** ****** ********* *** *********** **** ********** ** ******** ************* 
      I look forward to your prompt response and resolution of this matter. Please feel free to contact me at ************ or email me if you require any further information.

      Thank you for your attention to this matter.

      Sincerely,

    • Initial Complaint

      Date:08/05/2023

      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.
      * ** * ****** ****** *** ** *** just moved into our home a few months prior (June 2018) to two gentleman, Skylair & Mayis, knocking on my front door offering home security systems. Before they began their spiel I politely informed them that I am in a ******* Housing unit and would require permission from my landlord to install anything. They both informed me that they have permission from ******* Housing to be on premises, they were very convincing and I ended up signing up. A few months later, September 09, 2019, all of the units in my area received letter's from our Landlord stating that **** does not work in partnership with home security service companies *** ** ** *** ********* ************ ** **** ******** ******** *** ***** ** **** ** **** ** **** * ********** * ***** **** **** * *** *********

    • Initial Complaint

      Date:12/04/2023

      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.
      Door to door ***** sales appears to have misled me on the terms of the agreement of the ***** ADT monitoring services. After a period of time at the rate I was promised the rate went up substantially and I was told the contract was for 3 years but turns out it is 5 years. There was no talk about "introductory" rates and when I decided to cancel they want to charge me over $600 for breach of contract (which I was not shown at the time of sale).

    • Initial Complaint

      Date:12/04/2023

      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.
      My ***** ADT security system that I had installed over a year ago, the two most important components (cameras) haven't worked since Nov 22, 2022 and I wasn't never even notified. I wouldn't have even known if my son didn't do some investigating. I'm a senior citizen that has been through cancer twice in the recent past and not to mention COVID but it has been a rough go and I'm not a tech person. My son and I have both now made 11 calls over the past two weeks to technical support and customer service, they have promised to call back to make a service appointment and no calls and no one showed up until Tuesday April 11 but for nothing because I was told that they still couldn't fix it due to password issues. I'm completely lost, frustrated and feel like giving up. They take my money every month and for almost 6 months now my doorbell camera and my outside camera watching my vehicles and tool shed have been absolutely useless and still are. I tried to cancel the service but they ********** me with the credit bureau. I just don't understand how they can take my money, treat me like garbage, not service their products which is included in the price. I'm 75yrs old and definitely don't deserve this nor have time for such hogwash and my wife has early onset dementia. This is so not right and my son who lives in a different town but has also been trying to help with no avail.

    • Initial Complaint

      Date:23/03/2023

      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 continue to receive mail and calls from ADT for payment. I received a call from ADT in 2022 stating if I did not sign a new 3 year contract, they would cut off my security. I paid my bill, which was paid in May 2022 and you have to pay 3 mths in advance with ADT, and indicated we were cancelling services. WE unplugged the line. They sent bills and collections have called us. We cancelled repeatedly. Tonight I called again and they said if I didn't stay on the phone while he typed I would not get a manager. We have called constantly. They do not close the account, continue billing, but we cancelled 10 months ago. We need help

    • Initial Complaint

      Date:13/03/2023

      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 have been over charged for severals months on top paying for a service and equipment that was not in working order.
      I have made several calls to attempt to have it fixed. Ive even had 2 scheduled appointments where their technicians were supposed to come to resolve the issue, but hadn't even shown up to the appointment. In turn I spent 5 more hours on the phone getting the equipment sorted out. It took them 55 minutes just to locate my account.
      They still have not fixed the issue of me being over charged of what was signed on my contract on top of double and triple billed payments I am receiving each month. This has be on going and I still have 2 more of my 5 year contract.

    • Initial Complaint

      Date:06/03/2023

      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 had a account for 3 years and up to date.. Then they sold it to Telus they didnt notify me of a change my payment date was always the first of the month then in January they took out payment of $36.16 on the 1st of January 2023 then on the 23rd of january they took out another $40.00 with out my permission.saying they changed my payment date without notifing me .On the 26th of january i called Telus to straighten out the situation and the lady told me that they will refund me the $40.00 and keep my payment on the 1st of the month..In febuary the same thing happened again they did the same thing i called and they told me i will get a refund again and now they wont answer my questions on why it happened again* ** ** ********** .Can you please help me , ** **** ***** **** *** ***** *** ***** **** ** ********.The contract was nulland voided after the 3 years anyway

    • Initial Complaint

      Date:20/12/2022

      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.
      Received a bill from Telus / ADT security, and found they had acquired ******* security who we were ***** into a contract with, ******* *** **** ******** ** **** **** *** ***** * *** ** ***** *********** *** **** ** ** ADT / telus seems no better, they say there may be a charge to fix ******* security equipment, hasn't work right since day 1, and or they want 1214 dollars to cancel the contract, like I said we were ***** by the salesman from *******, now We're stuck with a company we never signed on with.

    • Initial Complaint

      Date:28/11/2022

      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.
      they won't allow cancellation. I tried 2 months ago, said I was still on contract. I waited. this month they said I need to pay for December? I have been paying an extra $5 per month for a non operating camera for 7 months. and after an hour on the phone, the cancellation department picks up and hangs up. * ** * ******** ****** ** ***** **** ** *********** *** *************** *******  our contract expired last month. * ****** ********** ** *** ***** ******* **** ****

    • Initial Complaint

      Date:28/11/2022

      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 are writing regarding an account at ADT Security Services Inc. We have repeatedly requested to cancel & close the account in question. However, the company continues to send us invoices despite the fact that we have already spoken to them about cancelling the account & have even opened a claim # in July ******** regarding the issue. They promised us we would hear back from them after the claim was filed but we never received any follow-up. We do not even have the security system installed and have not been utilizing their services for quite some time now.

      Despite our above efforts and attempts to follow-up, the account continued to be active resulting in monthly withdrawals from our bank account. Due to this, we had to contact our bank directly (on July 21st, 2022) to request that they stop pre-authorized payment to the company. However, since then, we have been receiving monthly invoices from ADT/Telus and are concerned that they may send this to collection agencies.

      To summarize, details of our case are as follows:
      - Our account number with ADT is: ********* - The claim # we opened with ADT on July 2022 was: 982218
      - We contacted our bank ****** to stop pre-authorized payments on July 21st, 2022.

      As for resolution, we simply request that our account at ADT be closed as we have been requesting, and that all the invoices we have been receiving since our claim # was opened to be waived and absolved (NOT to be sent to any collections agencies).

    TELUS Home Security is NOT a BBB Accredited Business.

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