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: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,

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

• 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.