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.

  964 Tronson Dr Kelowna, BC V1Y 4E1

• 

  ADT Security Services Canada, Inc.

  A101 9000 Bill Fox Way Burnaby, BC V5J 5J3

• 

  TELUS Home Security

  Victoria, BC V8Z 3B7

• 

  ADT Security Services Canada Inc.

  88 Terracon Place Winnipeg, MB R2J 4G7

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:21/11/2022

  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 would like to receive an email indicating how much my invoice will be adjusted to compensate me for paying for service that I didn't receive.

  I still have not received an email from ADT by Telus in regards to the above ticket.  On October 5, 2022, I made two phone calls to ************** to report an alarm event. On my first attempt, the call was cut off before I even spoke to someone.  When I called back immediately, there was a message stating, "All circuits are busy", and then the call was cut off.  
  
  On October 7, I received a voice mail message from someone from ADT by Telus.  He apologized for the *** service and stated that when I called on October 5, there were technical issues on their end.  Subsequent to that voice mail message, I spoke to a number of different members of ADT by Telus staff.  They all had difficulty understanding what the issue was, and they had difficulty expressing themselves due to their lack of English vocabulary and grammar.  One person that I spoke to agreed that an adjustment could be made to my next invoice given that I was unable to speak to someone when I called twice.   Another person stated that a monitoring manager would call me on October 14 however when no one had called me by 9:45 a.m. on October 14, I called ADT by Telus to speak to someone.  The person I spoke to said that a monitoring manager would call me back that day between 3:30 - 4:30, however someone called me at 1:00 that afternoon.  I was returning home at that time, and I walked into my home just as the phone was ringing.  The person who was calling me from ADT by Telus said that I should not have been told that someone would call me back between 3:30 - 4:30 as there is no guarantee that a monitoring manager would be available at that time.
  
  Subsequent to the phone calls on October 14, I received a number of voice mail messages over the next few days from someone at **************.  He asked me to call that number, quote the above ticket number, and arrange for a service call to my home to check my alarm.  When I tried to call that number on October 23 at 6:25 p.m. CT to explain that I need an adjustment to my invoice, not a technician to check my alarm, the call was cut off before I had a chance to speak with anyone.  I immediately called that number again and was cut off again.
  
  In short, an adjustment has to be made to my invoice, there are problems with the phone numbers ************** and **************, and a few members of your staff don't know what they're doing.  If you want to keep me as a customer, respond by email.
  
  *****

• Initial Complaint

  Date:26/10/2022

  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.

  Telus bought ******* security in terrace bc. I moved shortly after. Since telus moved me they have made error after error with my billing and service. they continue to bill me for my old address, even after multiple emails, phone calls and texts with thier team. Everytime they tell me its fixed. I continue to get non payment notices for my old address. I was receiving for months after moving alerts from my old panel, form the new owners movements. I was told it was fixed and the problem due to them not cutting off my old service. I was told Id be given a discount for these issues on my telsu security account. It was never applied, so again I received non payment emails. I was told again last month that the problem (telus not disconnecting my service at old home) was fixed. Today I recieved a non payment notice, to an address I haven't held in two years. I am concerned about my credit rating, about the stress and frustration every month, about having to call them for their errors several times per month and getting no where. I have sent over 16 emails that have been unanswered and another 10-12 with replies and "fixes" that never fix anything. I think the worst part is that the agent that setup my move signed my contract for me and causally told me this. It took me nearly 3 months to get a copy of my own contract, that Ive asked multiple times to have cancelled, yet every time no one even addresses the false signature or my request to cancel.