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:14/09/2023

  Type:Order 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.

  Looking for help on the security system I signed up with alarmtek. Decided for many reasons. Also took an unauthorized payment, they wouldn't help me with that at all. I had to go through the bank for it. There is no cancellation fee. I signed a third party contract now wanting to charge me a fee of 1000. You can't charge someone that unless stated in contract. They won't cancel it. I need your help with this.

• Initial Complaint

  Date:30/01/2023

  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.

  We were told our account was closed and paid for as of December 31, 2022 We were charged by AlarmTeks partner January 3rd and an upcoming withdrawal February 1st I contacted alarmtek prior to the January 3rd withdrawal and they said I’d have to contact their partner to tell them the account was closed. Their partner would not accept that and said alarmtek had to contact them with that information. I let them know they’d need to contact their partner to let them know no balance was owing. Zero response, and a withdrawal ended up taking place anyways. We don’t even LIVE with the system anymore. We have done our part we had our contract cancelled and confirmed by the general manager but yet they continue to take my hard earned money. This system has been a nightmare and my absolute single hand biggest regret as a consumer.

  

  Business Response

  Date: 08/02/2023

  We have addressed the client's concerns on multiple occasions, our general manager has corresponded with Mrs. ****** through email in regards to her contract cancellation. As far as AlarmTek is concerned her contract is paid in full through our finance program. We wish her all the best.

  Customer Answer

  Date: 08/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: AlarmTeks wording indicates that the account is paid in full. Previous messages from the general manager indicated that I own the equipment outright and that I had no obligation to return it. *********, the financing company, stated that the only way for the financing to be cancelled and this to truly be closed and written off, the equipment should have been returned to AlarmTek. 
  As it stands, alarmtek has been paid out every penny for a service I no longer have or use but refuses to cooperate and work through ********* to put an end to payments. ********* is willing to cancel their side as well but they need to know from Alarmtek that services are no longer being provided. This was forwarded to **** already. AlarmTek pretending to ‘cancel’ is nothing more than them skating on additional responsibilities after already collecting payment. They can either cancel through ********* or reimburse me the remaining $2308.80 for services they did not provide for the remainder of the contract, along with the monthly payments for January and February, which will be put directly towards ********* to close out the remainder of that contract. 

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

  

  Business Response

  Date: 22/02/2023

  As mentioned in our previous response, we have addressed the client's concerns on multiple occasions, our general manager has corresponded with Mrs. ****** through email in regards to her contract cancellation. As far as AlarmTek is concerned her contract is paid in full through our finance program. Mrs. ****** sold the equipment along with the sale of her house there is nothing further we can do at this time, we wish Mrs. ****** all the best.

   

• Initial Complaint

  Date:11/10/2022

  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 had someone call me about their services and set up a time for a technician to come to my home. He did not bring the correct lock for my front door as discussed but I was working from home that day so didn't notice. I paid for the service fee and specifically ensure it would be $50 per month for the next 5 years he said yes. It has been less than 48 hours. My system doesn't work. My door code or key doesn't work. Nobody ever answers the phone when you attempt to call. I cannot even get through my front door. AND they took $5, 035 out of my bank account this morning! I don't even have that much in my account so will get NSF fees and they will likely keep trying to take it out resulting in the same thing until they just take it off the credit card they took from me as well. Cannot upload my contract because it was on his phone in small print and I could barely read it and they did not provide me a copy.

  

  Business Response

  Date: 12/10/2022

  Consumer Response /* (2000, 5, 2022/10/12) */ ************************************************************************************************************************************************************************************************** Hello, The attached complaint has finally been addressed and resolved by the business ***********************************************

• Initial Complaint

  Date:19/09/2022

  Type:Customer Service 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 have asked mulitple times for an outage report of my services for the last few months. During recent weeks, a spike in criminal activity has taken place in SK, triggering provincial shelter-in-place emergency alerts. After being away from home for a period of time, with alarm system activated, we wanted to look at our security cameras before returning home for peace of mind. We found our cameras to be down, AGAIN. This is something I have spoken to AlarmTek about at length over the past years of service. Our system continues to experience multiple outages a week, leaving camera systems down for hours or days at a time. We have had issues with our flood sensor, and issues with police dispatch as well. I have had so many issues, in fact, that I have a direct line of contact with one of their support agents, ******* I have emailed back to him 3-4 times requesting the report he said he was going to obtain, as well as callbacks he assured me he'd be making. None of these have been received. Why will AlarmTek not release the outage report to me as requested? I would now like to expand that to the last 6 months because I believe the numbers will show a shocking amount of downtime for a system I pay over $75/month for, which does not function at an acceptable rate. I have followed all recommendations, we have shrunk the area of coverage outside. My work computer is hardwired in to provide full access for the cameras to use available wifi without interruption. Yet again, it is radio silence from AlarmTek and support, and continuously paying for downed service. Aside from *********, I cannot think of another service that would receive payment for such terrible service provision. Diamond Warranty is a joke, service provision is a joke, and customer support is essentially non-existent at this point, AGAIN.

  

  Business Response

  Date: 10/11/2022

  Business Response /* (1000, 12, 2022/10/21) */ We have reached out to this client directly and provided her with the event logs as per the request. According to the internet monitoring logs there are consistent drops in connectivity which would cause the camera outages. We have also provided a service call to resolve an ongoing issue.

• Initial Complaint

  Date:09/08/2022

  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 called about the fact my security cameras are not working over a month ago. I talked to a rep who booked an appointment. No one showed and I have been unable to get hold of anyone ever since. I am paying for a service I am not receiving and there is nothing I can do.

  

  Business Response

  Date: 07/09/2022

  Business Response /* (1000, 5, 2022/08/19) */ Dear Mr. *****, We are sincerely sorry to hear your complaint. Our general manger is looking into this now and will be reaching out directly with a resolution.