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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.

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    Complaint status

    Complaint type

    • 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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