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: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. 

• 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

• Initial Complaint

  Date:18/07/2024

  Type:Order 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.

  Upon cancellation of service due to an out of country move, Alarmtek claimed that I was in a 5 year agreement and owed the remaining balance of said agreement. **** ** * ******* **** ** ***** ** there was no disclosure at any point of any term or contract upon signing up for their services. Please note, in the attached files, that the "contract" is called a "work order" by Alarmtek which is what they have you sign when the installation of the equipment is completed. Upon completion of the security system installation, the technician turned his cellular phone over to face me and asked that I initial the boxes to indicate that the items he installed were in fact accurate and never mentioned anything about a 5 year contract. Only after reaching out to cancel my services did I learn of this contract which is only detailed and, frankly, hidden in the small print, buried on page 4, paragraph 3. Furthermore, when I canceled the service, they advised me that all of the equipment they installed was in fact mine to keep, which I later learned that they had put this equipment on some sort of financing which I was also unaware of. In looking up their business practices and reviews online, I learned that this is common practice for Alarmtek and when customers attempt to cancel service, they are charged thousands of dollars for the "free" equipment, again, no disclosures to this effect. Luckily for me, I returned the equipment via a tracked *** delivery, so they are only claiming that I owe them $***** which they have sent to a collection agency and placed a collection activity on my credit bureau, thus negatively affecting my credit. ***** ********** *** ****** ********* *** **********. To add context, I would ask that you please envision a scenario where an internet technician installs your service, presents their phone to you, asks you to sign off on their work and provides zero additional information, nor discloses that other pages exist within within this "work order".

  

  Business Response

  Date: 19/07/2024

  Mr. ******,
  
  We acknowledge your concerns regarding your service cancellation. We strive for transparency and clarity in all our interactions. Upon reviewing the details of your account and the associated documentation, we wish to clarify the following points:
  
  1. Contract and Documentation: The document signed at the time of installation, referred to as a "work order," contains terms and conditions applicable to the services provided. This document is contractually binding and was shared with you via email immediately following the installation on March 6, 2023, and once again in February 2024. This work order outlines customer information, the details of the equipment, services provided, the payment terms agreed upon and the terms and conditions of the services.
  
  2. Contract Terms: The work order clearly states on page 2 "Prepay: Monthly Payment Term: 60.00" that this is a 60-month contract. These terms were intended to ensure that all parties were aware of the commitment involved and that the payment arrangement is based on a monthly prepayment system, and the term of this payment structure is set for 60 months. This was reiterated on page 4 (3rd sentence), explicitly mentioning a 60-month initial term.
  
  3. Sales Consultations and Financing Options: During the initial and any subsequent consultations, our sales team is trained to explain all available options, including the details regarding contract lengths, upfront payment, or financing through external providers like FinanceIt. This is to ensure that all customers make informed decisions based on their financial preferences and understanding of the contractual obligations.
  
  4. Service Cancellation: Your initial request was not to cancel but to move services on February 8th, 2024. Subsequent within the same month of February you modified your request to a cancellation.
  

  We sincerely believe that due process was followed and that all communications regarding your contract were conducted with the aim of clarity and transparency. If there are aspects of this matter that you believe have not been addressed satisfactorily, or if there are specific points you wish to discuss further, please do not hesitate to contact us directly.
  
  Regards,
  AlarmTek

  Customer Answer

  Date: 19/07/2024

  
  Complaint: ********
  
  I will address your responses as outlined:

  1- Contract and documentation: Your contract was presented to me on a cell phone once the installation was completed and absolutely no disclosures were made, it was simply iterated to "sign here and here" in order to confirm the installation was completed. I did not have access to the cell phone, nor did I know other pages were "hidden" within said device as the technician did not point these things out to me and was the one who flipped the pages to the two signatory screens. There were no disclosures of a 5 year agreement during the sales process, nor during the installation. Our intentions were to vacate that residence within two years... we never would have retained your services had we known about the contract and its length. Also noteworthy, is that the disclosure of the 5 year agreement is made on a non-signatory page which explicitly implies that page 4, sentence 3 was never viewed on the cell phone, as signatures are only on pages 2 and 6.  

  2- In business, a payment term signifies when the payment is due after invoicing. Termed 30 or 60 implies the due date after invoicing... 30 days, 60 days, etc... This is subjective language that doesn't align with the greater understanding and does not use the word contract or agreement. Page 4, sentence 3 is thoroughly buried in the document and I only saw that clause when the contract was sent to me in February. If the intention isn't to be duplicitous, then why not use the word contract or agreement in plain sight, where the customer signs? As a matter of fact, it would stand to reason that a signature should be required next to the 5 year contract. 

  3- Your team did absolutely none of these things, as this is officially the first time I hear the name **********.. I knew nothing about financing, have absolutely no inquiries from them on my credit bureau and was most certainly not advised of the agreement length. If you record your calls internally, I urge you to find my original call in and have a listen, no financing conversations, no contract conversations, nothing. I was stunned when I called in to return the equipment, only to be advised it was mine to keep... 

  4- The request to cancel was subsequent to learning about how shady the initial transaction with Alarmtek was. As previously mentioned, had I known there was a 5 year agreement and financing associated with retaining your services, I would have never signed up. 

  Unfortunately, due process was not followed despite your beliefs. I am not one to make up stories and fabricates lies, there were no disclosures of any sort from Alarmtek personnel, there was no clarity and there was no transparency. 

  I would ask that you kindly cease and desist with any collection activities and close my account.

  Sincerely,
  
  ********* ******

  

  Business Response

  Date: 29/07/2024

  Mr. ******,
  
  Thank you for sharing your concerns again. We have taken time to review all aspects of your interactions with AlarmTek and would like to clarify our final position on the matters you have raised.
  
  Contractual Agreement: The documents you signed, including the work order presented during installation and emailed to you immediately after installation, were clear about the terms and conditions of our service, as documented in the emails and digital files provided to you. The terms of the contract were clearly outlined and agreed upon at the point of installation and again in subsequent communications.
  
  Terms and Conditions: It is standard practice to detail service agreements within the documents provided, including specific terms regarding the length of the agreement and the associated obligations. These documents are intended to provide all necessary information about our services and the commitments involved.
  
  We regret any misunderstanding but must assert that all required information was made accessible and was communicated through multiple channels.
  
  Given the contractual obligations that were agreed upon, and the services provided based on these agreements, we must proceed in accordance with the terms set out. If you wish to discuss this matter further , we encourage you once more to reach out directly to our customer service team.
  
  Sincerely
  AlarmTek
  
  

• Initial Complaint

  Date:13/02/2024

  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.

  Alarmtek sold my account to another provider (***********) without my consent. My complaint is for both of these companies. Alarmtek is claiming I signed documentation about an ever renewing contract that I was not made aware of. I never agreed to work with *********** but they are claiming that I’m under contract for another 15 months. Neither company will provide me copies of my contract nor will they give me direct instructions on how to cancel. The new company also charges more. **** * ******* *** *** ** *** **** *** ********* **** *** *************. They also don’t provide the services that AlarmTek agreed to. There is absolutely no monitoring of my system but I’m still being charged and they won’t let me cancel. I signed the original contract over 9 years ago and have just learned about all of this recently when I tried to discontinue services. I’m angry and overwhelmed. I don’t know how to deal with situations like this as I’ve never had to before. I could cancel payment at my bank but I don’t waste it to negatively affect my credit. * **** ** ****** *** **** ******* * ****** ** ** ******* ** ******* ******** ** *** *** *** ******** **** **. *********** doesn’t even operate in our city. Emails go unanswered and their customer service line is extremely unhelpful *** ** ****** *******. It was mid December that I contacted them last. It has taken me this long to file a complaint because I was too upset to do so sooner. I have no doubt that they will continue charging me indefinitely without providing the service I’m paying for. I feel helpless.

  

  Business Response

  Date: 19/02/2024

  *********
  I'm truly sorry to hear about your frustrating experience. It sounds incredibly distressing to feel trapped in a situation where you're not receiving the service you're paying for, especially when it involves matters of security and trust. While I understand your desire to rectify the situation, the issue falls beyond our purview since you're no longer a customer with us. AlarmTek no longer has authority over your account since it was with ****** ****. AlarmTek has no affiliation whatsoever with ****** **** and hasn't for almost 6 years.
  I hope you're able to find a resolution soon, and please accept my sincerest apologies for the distress this has caused you. If there's anything else I can assist you with, please don't hesitate to contact us.

  

  Business Response

  Date: 04/03/2024

  *********
  I'm sorry to hear about your experience. Being in a situation where you're not getting the service you're paying for, especially concerning security and trust, must be distressing. However, as you're no longer our customer, the issue is beyond our control. AlarmTek hasn't been affiliated with ****** **** for almost six years, so we don't have authority over your account.
  I hope you find a resolution soon. Please accept my apologies for the distress this has caused. If you need further assistance, feel free to contact us.

  Customer Answer

  Date: 08/03/2024

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

  They aren’t accepting accountability or offering any kind of resolution. * ***** **** ** ***** *** ***** **** ** they obviously aren’t willing to assist and companies like this should be on record to be taken into consideration with future or passed complaints. Thank you. 
  
  Sincerely,

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