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: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,
  
  
  
  ****** **********

• Initial Complaint

  Date:09/09/2024

  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.

  We have an Alarmtek alarm system installed in our home .
  In May we started having issues with the system going into alarm when disarmed.
  It was determined a motion sensor was faulty and Alarmtek replaced it under warranty. We then started having issues with the system going into alarm when armed, for no reason, and random alarm points.
  In trying to get this rectified, I called numerous times and left voicemails, sent emails, and texts. Most of these went unanswered, or promised callbacks never happened.
  I also started to notice the monitoring company was no longer calling when the alarm went off. A call to Alarmtek tech support was placed, and they switched us to a new monitoring company.
  The system continued to alarm for no reason, and I received a call from the ******* **** Police, as they were informed by the monitoring company that I was in distress. I explained to the officer all was fine and we were having many issues with the system. The officer then mentioned I would be fined if the police attended a false alarm at my home.
  Through all of the numerous issues, Alarmtek had their best technician try to fix our system on many occasions, to no avail. The technician replaced every component, without fixing the issues, and commented that he can't fix it.
  I continued to contact Alarmtek to either fix the system or void our agreement. Eventually I was able to contact **** at Alarmtek , whom I was told is the owner.
  **** asked for one last chance to fix our system with another sensor. I agreed and about 10days later the tech arrived to install it. The part was incompatible with the system. The tech then installed a used part from another company that was removed from an Alarmtek customer's home. Stating after that if this does not fix the system, it would be removed and the agreement voided.
  After over 3 months of failed attempts. we still have a faulty system comprised of used parts. Alarmtek will not respond to my inquiries or follow through on promises.

  

  Business Response

  Date: 30/09/2024

  Dear Mr. ******
  We sincerely appreciate your feedback and want to acknowledge that you have been a valued customer with us since 2022. Your recent technical issues, which began between June and July 2024, were of significant concern to us, and we have worked continuously to resolve them.
  

  Throughout this period, our team made multiple visits to your home and engaged in extensive troubleshooting, both with our technical support team and our monitoring stations. Every available free upgrade was provided at no additional cost as we worked towards a resolution. Eventually, it was determined that frequency interference was the root cause of the recurring issues. To address this, we installed a different hardware operating on a separate frequency.
  

  We are pleased to note that, based on our observations and the absence of any reported issues for over a month, the problem appears to have been successfully resolved. However, should you experience any further concerns, we strongly encourage you to reach out to us directly, and we will be more than happy to assist you further.
  

  Best regards, 
  AlarmTek

  Customer Answer

  Date: 01/10/2024

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

  The response from AlarmTek is not an  accurate assessment of what has transpired with our alarm system.

  We have experienced issues with our system from May through August of 2024, not June and July. Yes,  AlarmTek visited on many occasions to attempt to fix the system and replace parts. The parts were no charge due to the Five Year Warranty which I would assume should ensure an operational system. We also have Diamond Service we paid for monthly. 

  The App that controls the system , which we informed AlarmTek has glitches, that they agreed to, still does not function properly. The Alarm system we have in our home is still comprised of a used component from another non AlarmTek system that was removed from another home. Our zone points are not described correctly. We do not set the alarm if we will be out of cell phone range, to avoid any possible missed calls for false alarms and potential charges from ***.

  ** **** ** ** ******* **** *** **** * **** ** ****** ******** ** ******* *** ******* ******* ****** *** *********** ** ******* ******  ******* **** ********* ****** ** ** ** ******* * *********** 

   

  
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:22/08/2024

  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.

  My services have been really bad since the day we had them installed. I have reached out to tech support and not got any help. Since April of this year I have been in contact with an employee with her trying to help resolve my problems so she sent out a tech. He came and told me the company knows the products are garbage and they aren’t doing anything for customers, he then went on a ****** rant in my home and started sharing his political views and swearing about *******. My kids were home and I felt really scared so I just listened then thanked him for his time and he left. I followed up with a complaint to the company and asked to speak to a manager and I have been waiting for that call for 8 weeks now. Everytime I email I get the same answer that someone will be in touch and they never are. I pay full price each month for services that don’t work and this is not apart of my agreement.

  

  Business Response

  Date: 29/08/2024

  Dear ********,
  
  We thank you for this opportunity to respond and to provide some background and context for your complaint.
  
  Timeline of Interactions and Response:
  - April 26th: We received your inquiry about the remaining time on your contract.
  - June 3rd: Via phone you informed of multiple complaints registered and inquired about the  possibility of lowering your bill or canceling the service. We promised a thorough review of your account.
  - June 6th: After a detailed review, we found one report from April regarding the contract duration and one technical issue. We connected you with our tech support to resolve the issue and to Billing department to discuss potential adjustments to your monthly payments. We also explained the financial implications of early termination as per your 5-year contract agreement. You immediately responded and expressed lack of technical support and mentioned an October complaint was never addressed.
  - June 13th: We reminded you that a thorough review revealed no records of an October complaint and requested documentation (email) of this complaint which you were unable to provide. We continued to offer technical support to address any issues. You agreed to a service call which was scheduled at the agreed date of June 28th.
  - July 3rd: You reported an uncomfortable experience with our technician, making references to ****** remarks and inferior equipment. We took this matter seriously and launched an immediate investigation, which involved detailed questioning of the technician involved.
  
  Investigation Findings and Company Values:
  We take accusations of inappropriate behavior very seriously. Our investigation has been thorough, and while it has taken time, we needed to ensure that we reviewed all aspects of the incident. Our findings support that our technician upheld our company values of respect and integrity, which are core to our operations. We are a diverse, family-oriented company committed to respectful and ethical conduct across all interactions. Our technicians are trained during onboarding and reinforced in our internal activities on not just our core values but on the integrity of our products and services. They proudly embrace our products as the true ambassadors they are and we stand by the professionalism of our services and staff.
  
   Moving Forward
  We understand that from the inception your desire is to cancel your contract and we take this opportunity to remind you that this is still an option under the financial obligations and terms of agreement we have already provided to you during interactions in June. Please feel free to reach out to our customer support team if you desire to proceed with a cancellation.  
  
  Best Regards,
  AlarmTek Team

  Customer Answer

  Date: 29/08/2024

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

  your technician did not withhold the company values. I can bring my children in as witnesses to this man in my home. Had your cameras worked properly I’d have physical proof. No one offered me any billing adjustments  at anytime and had they done that it would reflect on my account. * ** *** ******* ****** **** *** ******* *** **** **** **** *** ******* ** *** **** ******* ***** *** ** *** ******** ** **** ***** ****** *** ** ****** **** ** **** **** ***** 
  I do not want to be in this contract anymore and due to the way your company handles their employees I do not wish to support them. I want to be granted the opportunity to be released from my contract without ANY penalties. 
  
  
  
  Sincerely,
  
  
  
  ******** ******

  

  Business Response

  Date: 13/09/2024

  Dear ********,
  
  Thank you for your response. We stand by our initial response, confirming that all internal reviews and investigations were conducted thoroughly. However, we understand and respect your decision to discontinue our services based on your reported experience.
  
  As previously mentioned, canceling your contract is an option available to you, though it is subject to the terms agreed upon, including the fulfillment of any financial obligations. We encourage you to contact us directly to discuss the specifics of your contract termination.
  
   We are committed to learning from every customer interaction and have already taken steps based on this situation to protect the integrity of our brand and employees, as well as the experience of our valued customers.
  
  We look forward to hearing from you directly to finalize your service termination.
  
  Warm regards,
  AlarmTek