Complaints

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:08/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 had Alarm tek install an alarm system and camera system in my house. I didn’t end up signing the contract as there were errors to the tech left once I paid my install fee. Since day one I’ve had nothing but issues with the cameras-numerous emails to the company explaining my issue, tech came out a few times.
  This all has to do with camera giving errors, then not working & capturing motion pretty close to the camera as a camera should.
  I keep being told they are looking into it and takes a long time.Jan 27was to show up a tech to fix the camera and they didn’t show-upsetting. This last one has pushed me over the edge. I emailed alarmtek March 6 emailed them to ask how come I can’t access footage from 2 weeks ago—NO RESPONSE Emailed again march 13- Nestor responded March 14advising footage can only be accessed for 1 week. Ummm I was never told this before
  On March 16 Nestor indicated someone went into my cameras & changed settings to “save storage as it was capturing the sky” ever since then it works less than a day and hasn’t worked ever since. I’ve emailed over & over
  Mar 20 I emailed again-no response. Followed up Mar 24 wanting answers and credits. Nestor finally responded Mar 24-apologizing saying someone will be in touch with me. April 9-still no one responded to me and I emailed. Emailed again april 16 as I recorded a call saying a tech would come out & would cost me 70$, I was like no that’s not right as u guys did something and not working now. I also asked for contract, credits & someone to fix this. Nestor responded saying-Please know that your case is now being formally escalated to our Management Team for urgent review. We are taking this seriously and will prioritize getting this resolved for you as quickly as possible.”
  Well it’s September 7 ,2025 and I have NOT heard from a single person since that email
  
  I’m tired of emailing and complaining things aren’t getting done. I’ve been told this was escalated how we’re clearly it hasn’t

  

  Business Response

  Date: 16/09/2025

  Thank you for taking the time to share your concerns. We sincerely apologize for the ongoing frustration you've experienced with your camera system.
  After reviewing your case, I’d like to clarify a few key points:
  The cameras in question are currently outside of their warranty period, which limits our ability to offer full replacements at no cost.
  Despite this, we extended a complimentary upgrade for one camera as a goodwill gesture.
  For the second camera, we offered to apply your loyalty dollars to cover most of the replacement value, though we were unable to provide a full upgrade free of charge.
  Unfortunately, since we were unable to reach a mutually agreeable resolution, I suggested ending the contract to avoid further dissatisfaction.
  We understand this situation has been difficult and appreciate your patience throughout. If you have any further questions or would like to revisit options, please don’t hesitate to reach out.

  Customer Answer

  Date: 17/09/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I am writing to clarify and formally document my concerns regarding the
  long-standing issues with my camera system provided by Alarmtek.
  On September 8th, I received a call
  from Jeff while at work. I returned his call later that day while picking up my
  daughters. During our conversation, Jeff was apologetic, acknowledged the
  unfair delay in resolving my issues, and stated multiple times that “we will
  take care of you.” He also scheduled a service appointment for the upcoming
  Saturday (which I had to decline due to work). Jeff further mentioned that
  Alarmtek had learned from past mistakes with the camera models I have, and that
  they no longer use those due to persistent issues. This made me feel even more
  frustrated, considering I’ve paid for a 5-year service plagued by problems with
  these very cameras.
  However, on September 11th,
  Jeff called again and informed me that they could not replace all cameras at
  no cost, ****** **** ***** ** ***** ********** *** ***. He mentioned
  the idea of using “loyalty dollars” to cover part of the cost for one camera,
  but said I would be responsible for the rest. This contradicts the initial
  commitment to resolving my issue from the call on Sept 8th. He also mentioned
  the cameras were out of warranty, which, again, isn’t my responsibility
  considering I’ve been raising concerns for a long time and was repeatedly told
  someone would get back to me, emails I have support the constant back and forth
  with issues.
  Throughout this period, I’ve maintained
  consistent communication and have escalated issues multiple times, primarily
  with Nestor, whose responses were often delayed or required follow-ups. I’ve
  asked that my correspondence history with him be reviewed, as it documents the
  numerous problems I've experienced.
  Sept 12th , Jeff called again
  (while I was attending an event). During this call & Text, he offered the
  following "resolution":
  One camera replaced at the company’s cost
  One camera partially covered using loyalty dollars
  I would have to pay an additional $*/month
  A $***** service call fee (via text)
  And extend my contract by three more years (via text)
  Frankly, I found this offer unacceptable and
  disappointing. After years of service issues and never missing a single payment,
   this felt more like a penalty than a
  resolution. At this point, I had to cancel the service call as we didn’t have a
  resolution and Jeff was off work, with the understanding it would be revisited
  the following Monday.
  As a result of the poor performance of the
  camera system and lack of reliable support, I had no choice but to purchase a new set of
  cameras and a separate monitoring plan, costing me over $***/year,
  now entering the second year. These costs were incurred entirely
  out-of-pocket and were only necessary because the Alarmtek-provided
  equipment did not function as needed. I purchased these awhile
  back when I kept having issues and the cameras weren’t recording and picking up
  issues/people on my property.
  I want to be very clear:
  I do not wish to cancel my alarm monitoring
  contract, as the alarm side of the system has worked
  reliably.
  I DO want the camera
  issues resolved. I am on contract.
  I am asking for the cameras to be replaced at no cost,
  as I believe this is fair and justified given the lengthy history of
  technical issues, lack of resolution, and repeated assurances from your
  team. To add the amount of EXTRA money I’ve spent on top of this to purchase
  other cameras and a yearly plan.
  I am also requesting compensation for the time and money spent on
  alternative solutions, and for the fact that I’ve
  continued paying for malfunctioning equipment without any adjustment to my
  monthly fees.
  Offering to “release me from my contract” or
  charging more for broken equipment is not an appropriate resolution. I’ve paid faithfully for
  a service that has not met expectations, and I’m asking for Alarmtek to do the
  right thing.
  I appreciate your time and attention to this
  matter, and I look forward to a timely and fair resolution.

  
  
  Sincerely,
  
  
  
  Sherry ******

  

  Business Response

  Date: 24/09/2025

  Dear Sherry *******
  Thank you for taking the time to share your concerns in detail. We understand how important it is for your security system to function reliably, and we appreciate your continued communication and patience throughout this process.
  While the cameras in question are currently outside of their warranty period, we have made every effort to support you in good faith. This includes offering to replace one camera at no cost, applying loyalty dollars toward a second, and proposing a minimal monthly adjustment and service fee to help offset the cost of installation. Additionally, we extended the option to release you from the contract should you prefer to explore alternative solutions.
  We recognize that these options may not fully align with your expectations, and we regret that the situation has caused frustration. Our goal has always been to find a resolution that is fair and sustainable, and we remain committed to working with you toward that end.
  We value your continued trust in our alarm monitoring services and are happy to revisit this conversation at your convenience to explore any other options that may better suit your needs.
  Thank you again for being a valued Alarmtek customer.
  Warm regards,

  
  Jeff ****
  Alarmtek Customer Support

  Customer Answer

  Date: 01/10/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  When I submitted the BBB complaint, you(Jeff) contacted me immediately and
  were very apologetic about the lack of progress I had been making with Nestor
  via email. During our first call, you assured me the issues would be addressed
  promptly, with no delay in booking a service call that Saturday, and that my
  cameras would be replaced. At no time during that initial
  conversation was a service call fee mentioned or additional fee. I felt good on
  this call, like ok ok happy to see they will take care of me. That quickly
  changed ?

  However, in later conversations, the tone
  changed. I was told only one camera
  would be replaced at no cost, and if I wanted additional replacements, I would
  need to use my loyalty bucks but
  doing so would extend my contract by 3
  more years. I cannot agree to this, especially without any guarantee
  that the new cameras will function properly. I already have two different
  camera models installed due to ongoing technical issues, and neither setup has
  worked consistently.
  You also mentioned in a text on Friday a $***** service fee, and an additional $*/month if I use loyalty
  bucks for another camera. This doesn't add up. If the camera is being replaced
  "free of charge" or with loyalty bucks I’ve earned, why would there
  be any new monthly cost? I’m already paying approximately $**/month for a system that does not
  function as promised. Regardless there shouldn’t be anything added as you aren’t
  adding another camera- you are replacing and I’m already paying a fee for that
  camera you claim you will replace.
  You also acknowledged during our call that
  Alarm Tek became aware that the original cameras provided were subpar, which is
  why a new app and hardware were introduced. That makes it even more frustrating
  that I’m now expected to pay to correct an issue that originated with Alarm
  Tek’s choice of equipment.
  Additionally, I was promised credits on my account, but I continue to
  see full charges applied monthly.
  This discrepancy is adding to my frustration.
  What pushed me over the edge was when my
  doorbell camera suddenly stopped working right after someone accessed its
  settings. On top of that, the cameras are not even detecting people in my small yard defeating the
  purpose of having a security system in the first place as I’ve stated numerous
  times with you on the phone and in my emails with Nestor.
  As stated with you Jeff and Nestor in my
  emails, Last year, due to the cameras not functioning correctly, I purchased
  new cameras along with a yearly monitoring plan for my home. The subscription
  alone costs $*** plus tax per year. I am now on my second year, which totals
  over $300 plus tax just for the subscription not including the multiple cameras
  I’ve had to purchase separately. Altogether, I’ve spent approximately $***
  extra trying to make this system work. Again, how is this fair to me? I've included Proof of the plan, and you can see i never had this prior. 
  At this point, I believe it is only fair that Alarm Tek fully replaces the cameras at no cost, no service fee,
  and no increase in monthly fees.
  I've dealt with these issues from the very beginning, and I’m simply asking for
  a system that works as originally promised. I am possibly willing to
  extend the contract; however, I need some guarantee these cameras will WORK and
  I will be taken care of if there are issues. I do also want to confirm if this
  is approved, my Cameras fee($** per month approx.) falls off at that 5-year
  mark as I’ve paid for the cameras. I truthfully don’t even know what my bill consists
  of I just pay each month. I would like an itemized bill please.
  I’d appreciate a resolution to this matter as soon as possible; there is way
  to much delay here
  I hope you understand from my side here, there is so much happening and its
  not on me. I feel like I am being fair, but I’ve spent WAY to  much of my own money to monitor my house
  already due to this issue. 

  
  
  Sincerely,
  
  
  
  Sherry

  

  Business Response

  Date: 03/10/2025

  Dear Sherry,
  Thank you again for taking the time to share your concerns. We understand how frustrating this experience has been, and we truly appreciate your patience as we work toward a resolution.
  To reiterate the options we’ve extended in good faith to help resolve the issues with your system:
  Upgrade Offer at a Reduced Rate: We’ve offered a system upgrade at a significantly reduced cost to improve your experience and address the performance concerns.
  One Camera at No Charge: We’ve committed to replacing one camera completely free of charge.
  Loyalty Coverage for an Additional Camera: We’ve offered to apply your loyalty bucks toward a second camera, which would normally incur a cost.
  Early Contract Termination Option: We’ve also offered to terminate your contract early should you prefer to discontinue service.
  While your cameras are currently out of warranty, we remain committed to working with you to find a fair and reasonable path forward. We understand your concerns about service fees and monthly charges, and we’re happy to provide a detailed, itemized bill to clarify your current billing structure.
  We also acknowledge your request for assurance that any new equipment will function properly. While we cannot guarantee perfection, we are committed to supporting you with timely service and troubleshooting should any issues arise.
  Please know that our goal is to ensure you have a reliable and functional system that meets your expectations. We remain open to continuing this dialogue and finding a solution that works for you.
  Sincerely,
  Jeff ****
  Alarm Tek Customer Relations

  Customer Answer

  Date: 10/10/2025

  More Information...Jeff, You said in our call you would take care of this issue due to the circumstances and  unfortunate it got this far.  Now i don't know if i can trust anything being said(sorry) . As said you even said you've learned with the old cameras- so now I'm left with already 2 different cameras due to all the issues and seems they will continue. Not sure Why are we going backwards. It is not fair I've had nothing but issues with my products yet, I've been paying my monthly fees on time. I've addressed my issues left, right and center, yet being advised its 'out of warranty' That isn't fair on my part, with all the waiting and no responses I've got. Always being told, oh ill look into this, ill look into that etc. 
  You say you will replace One Camera at no charge- I understand that but there is a BUT(fees and monthly charges). However with this you want me to pay more PER MONTH and a service call fee(that is not fair on my part at all). I've spent way to much extra money already and refuse to spend more while paying my monthly bill already.  I refuse to commit my contract longer at this time as i have zero support with my current cameras when there is issues, its a battle to get something fixed.  
  
  
  At this point, replace the doorbell camera with no monthly fee and no service charge. If i see no issues with this ' upgrade' I'll consider the rest at a later time. I'll just keep paying for my other cameras i currently have. Again, not fair and very unhappy that I'm forced into a corner when i pay my bills on time and communicate each time there is an issue. The reason why i shouldn't have to pay more per month is the camera you are replacing already has a monthly fee that i will no longer am/will be using(due to this issue).  

   

  Please email me an itemized bill of my monthly charges( you have my email address) so i can get a better understanding of what i am paying each month for each camera and services.

• Initial Complaint

  Date:17/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  ******** ****** **** **** ***** ****
  In July of 2024 we started experiencing issues with their equipment. I contacted them multiple times in July of 2024. Was told to contact our wifi provider and that someone from Alarmtek would contact me. Contacted our wifi provider and was assured that the issue was not our wifi. I’ve followed up monthly since and been told the same thing, someone will call you back. June 16,2025, someone finally calls me back and say that it’s a known issue with the equipment but if we want it fixed it’ll cost upwards of $****, or we can use our loyalty points, but that will extend our finance by 39 months, sounds like a fancy way of just paying for it over 39 months and not using whatever points they are claiming. Alarmtek is ******* advertising “best equipment, best customer service, for the best price”. The equipment is horrible and **** **** ** *** *** ***** ** keep charging you. Customer service is the worst I’ve ever experienced, why did it take almost a year to get any answers. **** ********** *** *** **** ***** ** * **** ******* ****** ** ***** ***** **********

  

  Business Response

  Date: 23/06/2025

  Dear Julie,
  Thank you for taking the time to share your experience. We sincerely apologize for the frustration and inconvenience you've encountered over the past year. Your concerns are valid, and we understand how disappointing it must have been to wait so long for a resolution.
  To make things right, we are providing you with a complimentary upgrade to the latest version of our cameras. This upgrade is being offered at no cost to you and is intended to fully address the equipment issues you've experienced. We believe this new version will significantly improve your experience and restore your confidence in our service.
  We are committed to delivering on our promise of the best equipment, service, and value. Your feedback is helping us improve, and we truly appreciate your patience.
  It appears we have already set the wheels in motion and the service appointment has been booked. We will Follow up after the upgrade to ensure we have rectified your concerns. 
  Warm regards,

  Jeff ****

  Operations Manger 
  AlarmTek Canada

• Initial Complaint

  Date:02/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 purchased (financed) 4 cameras and a cameras doorbell. 1 camera is constantly not connecting (daily since installation) and I’ve had to remove and reinstall the app a few times. I keep calling their tech department and the sales rep as the camera is clearly faulty, was told by my sales rep it’s a warranty issue and he’d have tech contact me but nobody has helped and I am paying for monitoring and the camera which does not work. I want either my money back or to have the item replaced with one that works.

  

  Business Response

  Date: 02/07/2025

  Dear Lori,
  Thank you for reaching out and sharing your experience. I sincerely apologize for the ongoing issues you've encountered with one of your cameras and the lack of timely support you've received. This is certainly not the level of service we aim to provide.
  We understand how frustrating it must be to deal with a device that isn’t functioning as expected—especially when you're paying for both the equipment and monitoring service. Please know that we take your concerns seriously.
  Our developer team is actively working to identify and correct the issue affecting your camera’s connectivity. In the meantime, we are also reviewing your warranty claim and the communication gaps you've experienced with our technical and sales teams.
  To ensure this is resolved promptly, we have escalated your case to our technical support lead.
  Prioritize a resolution—either a replacement of the faulty camera or resolved the connectivity issue, depending on the outcome of our assessment.
  We appreciate your patience and will follow up with you shortly with next steps.
  Sincerely,
  Jeff ****
  AlarmTek Canada

  Customer Answer

  Date: 02/07/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Lori ***

• Initial Complaint

  Date:16/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  Alarmtek ******** ***** ****** ***** ***** ******** *** ****** never disclosed any information about financing their security cameras. Was assured the monthly payment was solely for the subscription service. Agreed to have cameras installed and pay the service fee. Installation tech installed cameras. After work was completed, I was ******* *to e-sign on his phone, assuring me it was verification of a completed camera installation. Alarmtek send me an agreement to sign. Which I don’t because it is financing of thousands of dollars over five years. When I called the following day to ask about this they then told me I owe them thousands of dollars for two cameras. This was never disclosed at any time over the phone or during the installation. I was only ever told and verbally agreed to a monthly subscription for the service. The day after the cameras were installed I removed them and offered to mail them back and alarmtek threatened me with withdrawing funds from my account or changing me **** for a “restock fee” They are still *********** that I sign an agreement and I am frustrated because they have my bank info as I provided for the verbally agreed upon month subscription only.

  

  Business Response

  Date: 28/05/2025

  Subject: Response to Your Recent Complaint
  Dear Ms. ****** and Mr. ********,
  We acknowledge receipt of your correspondence and appreciate the opportunity to address the concerns you have raised. After conducting a thorough review of all relevant documentation, including call recordings and internal records, we provide the following response:
  1. Service Claims and Financing Information
  Our representatives are trained to provide clear and accurate information regarding all services and financing options during the initial consultation. A review of the call recordings confirms that all terms were communicated transparently and agreed upon both verbally and in writing. Furthermore, our team undertook a significant effort, traveling over three hours to complete the installation, which was accepted and confirmed by the customer.
  2. E-Signature and Work Order Agreement
  The e-signature process is a standard component of our workflow, designed to confirm both the completion of the installation and the customer’s agreement to the discussed terms. Prior to the technician’s arrival, this process was explained and agreed upon. The customer subsequently acknowledged and signed the work order upon completion of the installation.
  3. Financing Agreement
  The financing terms were agreed to during recorded calls and subsequently confirmed in writing via text message. The e-signature on the financing documents was completed by Mr. ********. Allegations of fraudulent execution of the signature have been thoroughly investigated and found to be without merit.
  4. Charges and Restocking Fee
  The charges and restocking fee applied are consistent with our standard policy, which was communicated at the time of the cancellation request—after the installation had already been completed. These fees are clearly outlined in our terms of service.
  Steps Taken
  To ensure due diligence, we have undertaken the following actions:
  Conducted a comprehensive review of your account and all related communications.
  Attempted to initiate a follow-up discussion to clarify any remaining concerns.
  Reaffirmed our commitment to clear and transparent communication in all future interactions.
  Should you wish to discuss this matter further, our customer service team remains available to schedule a follow-up call at your convenience.
  We remain committed to providing fair and professional service and trust that this response clarifies our position.
  Sincerely,  
  
  
  Jeff **** 
  Operations Manager 
  AlarmTek Customer Support
  

  Customer Answer

  Date: 29/05/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  Alarmtek did not get a signature from Dustin. They acknowledge it is a “x”, Dustin did not sign any agreement. Alarmtek refused to give us the address to send cameras back on the 9th. See email. They only kept ************ ** *** avoiding any resolution. Their own contract, that was sent via email May 25 says 10 days to cancel, upon receiving the contract, which we did. The cameras were sent back in there original packaging via ****** 
  
  Sincerely,
  
  
  
  Robyn ******

  Customer Answer

  Date: 19/06/2025

  Jeff from Alarmtek phoned today informing that $******* is due and will be sent to collections. He was unaware we returned the cameras via *****, so I sent him proof of ***** delivery and signed recipient of the package to Alarmtek Edmonton. He is going to review the cameras, told him we have photos of the cameras in the original packaging if he’d like to see. He asked to settle for payment owed of travel and restocking fees. We have lost wages on our end for day of installation, shipping fees and we are unwilling to settle with any payment to Alarmtek. It was also communicated in email from Sandra that the travel fee was $*** as our neighbour was getting installation same day. I’m not confident Alarmtek and us will come to an agreement and we will have to pursue civil court. 

• Initial Complaint

  Date:14/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Alarmtek installed their system in late 2023. For the last couple of months, the motion sensor has not worked and resulted in notification of motion when no motion exists. They advised that the cost of the equipment (lease amount) was included in the monthly monitoring fee. That apparently is true, however, the cost of a tech coming out to replace that motion sensor, is not covered. That amount is $**. **** ** * ******** ******** **** ****** *** ** **********.
  
  I am perfectly capable of putting a motion sensor on my wall myself and then it can be remotely initiated without the need for a tech to attend.

  Customer Answer

  Date: 20/03/2025

  My complaint was ********** passed on to a supervisor on March 15.  It's March 20 and I have no further information from AlarmTek.  I also have no motion sensor in my home which means if someone breaks in and does not enter the home or exit the home through a door, there will be no alarm.  **** ** * ****** ****  This needs to be dealt with and I will continue to call them and email them myself.

  

  Business Response

  Date: 21/03/2025

  I was able to reach out to the customer to identify the issue, it turns out she has a motion sensor that is no longer functioning. an offer was made to send a technician out to replace the sensor but we agreed later that we would simply ship one directly to the customer to minimize the cost of a service call. Situation rectified 

  Customer Answer

  Date: 02/04/2025

  On March 20, 2025 the salesman agreed to send a new sensor to me via ****** ****.  It's now April 2nd and I've received nothing including up to today.  ** ******** ** ****** *** ********** ** **** ****** ****** **** **** **** *****

  Customer Answer

  Date: 03/04/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  It's unfortunate that I had to do this in order to achieve such a simple solution.
  
  
  
  Sincerely,
  
  
  
  Donna ******

• Initial Complaint

  Date:13/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  We had our security services installed the beginning of November 2024, since then, the system has not worked. We cannot access our video surveillance- we have spent hours with this company to get it resolved but it still does not work, we are locked out of the app, and the apps were never set up to operators the security system in the first place.
  
  As well the technicians have advised us multiple times the software is not even able to support the cameras or apps we were sold. We want our account with Alarmtek cancelled at no cost, as well as the financing for the security system cancelled- this was set up through Alarmtek. If this is not an option than we want our services fixed so they are working and credited for three months of billing.

  

  Business Response

  Date: 06/02/2025

  Spoke to customer, gave 6 months of service free of charge and got system fixed as of today. 

  Customer Answer

  Date: 30/05/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  Yes we had an appointment on May 2nd for a technician to come out. They were supposed to fix the same issue we have been having since the beginning where we’re not able access our video footage, as well as set up recording events that hasn’t been done since day 1 either. But nobody showed up and my husband had even taken the day off work to accommodate them. We followed up with phone calls and messages but no one phoned us back. 

   

  My husband then took off time again on May 28th to go into their office but had no luck again as the receptionist stated no one was in. The receptionist said she would forward our issues on and she would have a technician come out May 30th in the afternoon. 

   

  I received a phone call from Jeff on May 29th. I repeated the issues we have been having for the 3rd time to him and told him we were expecting a technician on the 30th. He said there was no way they would be able to have a technician out that fast. I told him we already had an appointment and he looked and said yes I see it. I asked Jeff if we could return all of the equipment in exchange for being out of the contract because it has never worked and is leaving our property at risk. He said they don’t do that. 

  
  
  
  Sincerely,
  
  
  
  Cailean *******

• Initial Complaint

  Date:12/12/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  Alarmtek customer service has been extremely poor, and they don’t seem to care that they are not providing the product/service that I paid for. I am not sure where to turn to at this point to get resolution.
  
  Aug 30 – new service request.
  
  Sept 5 – new service install.
  
  Sept 29 - thermostat quit working and threw an error code. I called tech support, but they were unable to remotely resolve the issue.
  
  Sept 30 - I called back tech support, talked to a rep about my issue and left my info, but no one called back as promised. I had to text a prior Alarmtek contact from previous tech support; they could not send field tech until October 2. I had no furnace/AC for 3 days.
  
  Oct 2 - field technician made a quick swap with a new thermostat, and everything was working.
  
  Oct 28- thermostat quit working again; throwing same error code. I called tech support 3 times, but did not get any resolution. I ended up having to bypass my thermostat so that I could manually run my furnace to keep the house warm.
  
  Oct 30 – Field tech called and said they are not replacing the thermostat (not going to provide me with a thermostat that I paid for and had valid warranty for) and told me to wire my old thermostat back in. I was upset with this response as I paid for an integrated thermostat and the services associated with it (using the app), which is not possible with my old thermostat. The tech said he let billing know and they would get back to me.
  
  Nov 12 – No response in approximately two weeks. I called and talked to a rep about the issue and left my info; they said they would investigate the matter and get back to me.
  
  Nov 22 – No call back to date. I called Alarmtek, rep promised they would call me back with a response.
  
  Dec 12 – No call back to date. I called Alarmtek and was told they cannot modify payments since Alarmtek was fully paid for everything and the service/equipment was financed through *********.
  
  I want a refund, billing adjustment, or products/services paid for.

  

  Business Response

  Date: 13/01/2025

  Dear Mr **** ****,
  

  Thank you for bringing your concerns to our attention, and we sincerely apologize for the experience you have had with our service. We understand your frustration, and it is not the level of service we aim to provide. We are also taking steps to address the communication gaps you experienced to prevent this from happening again in the future.
  

  Please be assured that we are processing a refund for the thermostat, and we sincerely appreciate your patience while we complete this process. If you have any further questions or need assistance during this process, please feel free to contact us directly.
  

  Regards,
  AlarmTek

  Customer Answer

  Date: 24/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  When I signed up for the new products and service, I was guaranteed to have capabilities to remotely monitor and control my furnace and A/C via the thermostat. This was one of the main features that I was looking for. A refund of just the product (i.e. thermostat) and no reduction in service rates does not seem like an equitable reimbursement/compensation. I have lost one of the main features that I wanted, but I still will be paying the same monthly rate. I was informed via AlarmTek that I was locked in for 5 years with ********* and that there is nothing they could do about my payments. Again, when I signed up for that payment plan, it was in light of the products and corresponding services that I signed up for. I believe that there should be compensation/reimbursement for losing one of the main features that I signed up for.   

  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:03/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 had this security system Installed in February of 2021 and since February 2021 I have been having ongoing issues. I'm finally writing in because on November 12 2024, Again I reported issues and to date, they have not bothered to reply. I pay $** a month for this security system that didn't work. I have had the system replaced 3 times and now, i can not access the app at all which means I do not get notified and can not access the camera now the recordings. I am essentially paying for nothing
  I am not sure where else to turn for help. I went to their Calgary office to speak with someone only to find our they don't have an office there after stating they are locally owned and operated. When I called to say I was at their office, they told me they only have an office in Saskatoon! Please help!

  

  Business Response

  Date: 06/01/2025

  Dear *******,

  
  Thank you for giving us the opportunity to address your concerns.
  We have discussed your case with our team, and our technical support team has already reached out to you to discuss the issues. We have scheduled a complimentary service call to resolve the problems with your cameras. A technician will visit your home on January 8th to ensure that your system is fully operational and that you can access the app and recordings without any further problems.
  We appreciate your patience and understanding as we work to resolve this matter. If you have any further questions or need additional assistance, please do not hesitate to contact us.

  
  Best regards,
  The AlarmTek Team

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  System was installed and had a co detector add to System. The technician thought he had one in the van but didn't. He said he would drop it off in a week. I signed the paperwork that he showed me. Now they are refusing to deliver all of the equipment.

  

  Business Response

  Date: 14/11/2024

  Dear Mr. *******
  
  Please be assured that we have reviewed your case and we apologize for the inconvenience and misunderstanding regarding the CO detector and the delay in its delivery.
  

  We appreciate you bringing this matter to our attention, and we are committed to ensuring that this issue is resolved. Please note that we are in the process of shipping this item to you. 
  

  Thank you for your patience, and if you have any further concerns, please do not hesitate to reach out directly to us.
  

  Regards,

  AlarmTek

• Initial Complaint

  Date:10/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  July 4, Verbally agreed to switch my alarm service from ******** to Alarmtek. Told by **** ********* (1-306-********) the owner,they could use my existing equipment and easily switch to transfer the monitoring service.I agreed to a “soft” credit check for my monthly payments.
  July 16th, 2 techs spent 14 manhours and were unable to use my equipment.They installed new equipment and left my door/window trims, damaged hardwood floor attempting to install a camera – which wasn't successful. The techs didn’t leave all the equipment from previous provider
  July 27, purchased 3 cameras on my CC for $********. (Didn't authorize this CC be used again by Alarmtech).My rural internet can be intermittent,and **** assured the cameras would not be cloud based.They were cloud based,and cameras haven't worked as promised
  August 8, $*****, 1st month of monitoring was charged on my CC; Supposed to debit bank account (void cheque supplied on July 16th)
  Sept 1, $*****,2nd month of monitoring charged on CC
  Sept 6, $*******misc charge on CC
  Sept 13th,Spent an hour on the phone with **********They have a copy of a loan (waiting for my signature) **** applied for on July 4th without my approval,the day I agreed to switch my service over.At that point he was still planning to use my existing equipment.********* received my void cheque on July 17th,the day after the failed installation
  Sept 18, texted **** to cancel services, and told him I'd return hardware to his 2nd Ave location. He's ignored a voicemail and texts to resolve this problem, but advised I contact loyalty@alarmtek to start cancellation process, which could take up to 60 days.I received an email there is a 50% restocking fee on the equipment.
  I am working with my CC company and stopped auto withdrawals with my bank. * **** ** ***************** ******* **** *** ******** ****** *** ******** ****** ******** **** **** ******* ********** ** **** ** ******** ****** ******** **** ********** ******** ***** ** ****

  

  Business Response

  Date: 17/10/2024

  Dear ******,
  
  Thank you for reaching out and allowing us to address your concerns. We would like to clarify the following points regarding your account and the service experience.
  
  ********* Agreement and In-House Arrangement: Initially, your service was set up under a ********* agreement as part of your original application. However, to accommodate your needs, we moved you to an in-house arrangement, as agreed upon.
  
  Technician's Visit and Equipment: During the technician's visit, your previous equipment was not removed. The technician showed you where the old equipment was placed. The damages reported regarding your door/window trims and hardwood floors are inaccurate based on our assessment and the technician’s account. As part of our standard procedure, we follow up with customers to ensure their experience has met expectations. During this call, you mentioned that a walk-through prior to installation would have been helpful, which we have noted for future improvements. You also confirmed that, after some coordination with your IT personnel, all cameras were functioning properly, except for one that you and your partner opted to install on your own.
  
  
  Credit Charges and Refunds: You were informed that the two charges to your credit card were for a monthly service fee and the purchase of sensors. These charges were subsequently refunded to your account. It was our intent to keep you fully informed of these transactions, and the appropriate actions have been taken to address them.
  
  Efforts to Resolve the Issue: We have made multiple attempts to work with you to resolve these concerns, including offering to arrange a conference call with you, our owner ***** and the technician. Unfortunately, this offer was declined. Additionally, we offered you a free upgrade to a more advanced local recording system, which was also declined. Despite this, we have continued to explore every possible avenue to address your concerns, including facilitating cancellation in accordance with our cancellation policy.
  
  We recognize your desire to cancel the service and are processing this request according to the terms of our agreement, which includes the applicable restocking fee. We remain committed to resolving this matter as quickly as possible.
  
  Best regards,  
  AlarmTek

  Customer Answer

  Date: 18/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I've attached photos of 2 damaged door trims - that should NOT have happened, had Alarmtek used my existing equipment as promised. 

  My service should have never been set up through ********** Alarmtek was initially planning to use my existing equipment, so why would I need a loan?  I was very clear that I did NOT require financing and it is fraudulent business practice to run a credit check, apply for a loan and supply a void cheque to a 3rd party financial company without a customer knowing or authorizing it. This is not what a soft credit check is.

  I have sent 4 texts to **** and he has ignored them.

  I never did get a complementary walk through after the Alarmtek installation to give me any indication on how their system worked/or clearly didn't work.

  I did not decline (because I was not offered) a complementary upgrade to move to a more advanced recording system. 

  The technicians did not leave all the previous equipment. It was scattered around my house and my shop, and 2 window sensors are still missing. 

  I will not paying a 50% restocking fee on inadequate equipment that was sold to me that never worked as promised

  
  
  
  Sincerely,
  
  
  
  ****** **********