Complaints

This profile includes complaints for Skyline Security Management, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Skyline Security Management, Inc.

  10642 Downey Ave Ste 205 Downey, CA 90241-3442

  
• 

  Skyline Security

  6420 Richmond Ave Houston, TX 77057

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:07/03/2025

  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.

  I was promised a certain type of service and this company failed to provide that I have reached out multiple times on the phone and email. I have not heard back from them and every time I call it seems like one representative does not submit my request so when I call back to get a status, they have to submit brand new which takes longer. I was promised my security cameras were gonna be involved in my contract and recently I found out my securities are not a part of my contract with this company. My husband is in law-enforcement. It was very essential and important for us to have all the cameras monitored as well as security system and sensors I am very upset and unhappy with the service and the customers handling it except for ***

  Business Response

  Date: 07/08/2025

  Skyline Security ("Skyline") appreciates the opportunity to address **** ********* concern.
  
  Our records indicate that we are in direct communication with Mrs. ******* and will get in touch to further review the case. Should Mrs. ******* have any further questions in the meantime, he may contact Skyline directly at **************. 
  

• Initial Complaint

  Date:07/03/2025

  Type:Sales and Advertising 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.

  This company Skyline Security ***********/Brinks Home, came to my address (home) stated the Social Security office were the people that sent them to my address to hook up a home security service to protect the home. They never had me sign a contract for their services, nor did I permit them to provide this service to my home. They allegedly placed a non-working security system in my home. I was never given a copy of a contract they say I signed, or turned on the system they said I have. I, **** *******, contacted the Social Security office here in my city and was told they would not send anyone to set up a home security system for anyone. I am an 86-year-old senior citizen and believe this company has scammed me out of a few payments from my bank account from this company, twice without permission, and once for the first payment I had my daughter pay from my bank account, which is how they got my account number. I have done a stop payment towards this company with my bank to help prevent them from taking my Social Security monies. This company has told me I cannot cancel this service (never got a copy of the contract) with them, and they would make me pay $3500 or do an account transfer to someone else. This security system has NOT worked since being placed inside my home (but forced installation in my home). This company is scamming senior citizens out of money for a system that does not work. The company representatives have argued with me and my daughter about cancelling this service and about why the security system has never worked from the beginning of the installation. I would like to get this account closed by them (Skyline Security Management Inc./Brinks Home) and stop billing me for a service I never signed up for or even worked from the start. This company is harassing me by mail, telephone, and my bank account(unauthorized)causing me stress and humiliation over something I never wanted or asked for from the beginning of talking with them.

  Business Response

  Date: 07/03/2025

  Brinks Home is in receipt of the complaint regarding the alarm monitoring account for **** *******. ****** is an alarm monitoring company, and did not participate in the sale or installation of the alarm monitoring contract or equipment located at *******************************************. The account belongs to **********************, the independent third party with whom the complainant contracted. Any further means necessary to resolve this matter should be directed to;

   

  Skyline Security Management;

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

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

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

   

  If you need further assistance in this matter, I am available Monday through Friday from 8:00 a.m. to 4:30 p.m., Central Standard Time.

   

   

  Business Response

  Date: 07/08/2025

  Skyline Security Management, Inc. ("Skyline") appreciates the opportunity to respond to Ms. ******** concerns.

  After thoroughly reviewing the account, ********************** found no basis for the claims made in this complaint. Skyline takes numerous steps to ensure that each customer is fully informed about their purchase and satisfied with the service. These steps include the following:

  1. Pre-installation Survey: A recorded pre-installation survey was conducted during which Ms. ******* confirmed the following:
  - The monthly monitoring rate of $63.99 for a sixty-month term, as outlined in Section 8 of the written agreement.
  - Her understanding of the terms and conditions of the agreement.
  - That Skyline representatives did not make any misleading or questionable statements during the sales process.
  - That she had no concerns or objections regarding the service or agreement at that time.
  

  2. Company Disclosure: Ms. ******* was informed by Skyline that we are not affiliated with any other alarm company. She acknowledged this disclosure and understood that she was responsible for cancelling any existing services independently.
  

  3. Post-installation Survey: A second recorded survey was conducted after the installation, during which Ms. ******* reaffirmed:
  - Her understanding of the agreement terms.
  - Her satisfaction with the monthly monitoring rate and the system installation.
  - That no concerns or issues were raised at the time.
  

  4. Right to Cancel: Ms. ******* was provided with a statutory three-day right to cancel the agreement without penalty. She also received a copy of the Notice of Cancellation form. However, she did not exercise this right during the allowed period.
  

  5. Account ************************************* has contacted us on a few occasions to express financial concerns, at no point did she claim that she was unaware of the service or misled regarding the agreement.
  Based on the above, Skyline maintains that Ms. ******* entered into a valid agreement and is responsible for its terms and conditions. If Ms. ******* chooses to cancel the agreement before its expiration, she will be subject to the applicable Early Termination Fee.

  That said, Skyline remains committed to providing support. If Ms. ******* is experiencing technical issues with her system or has any other service-related concerns, we strongly encourage her to contact our customer care team at **************, and we will be happy to assist her.

• Initial Complaint

  Date:06/25/2025

  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.

  Got scamed by a vendor that didn't provide stateID number when I signed a contract of 5 years that I wasn't aware of.intsallers damaged my property and 1 also was under the influence,the 1 that damaged property. have had licensed tech over for multiple issues 1 month in this sales representative disappeared his number was no longer valid all around a scam

  Business Response

  Date: 06/25/2025

  Skyline Security ("Skyline")appreciates the opportunity to address Mr. ********* concern.
  
  First, Skyline found no basis for claims in this complaint. Skyline takes numerous steps to ensure each customer is fully aware of what they are in fact purchasing and that they are fully satisfied upfront. Among other things, these efforts include:
  
  1) Skyline completed a recorded pre-install survey wherein Mr. ******** is given an opportunity to: a) indicate if he had any concerns. During this call, Mr. ******** confirmed the monthly and financed rate of $ ****** before taxes for a sixty-month term (also indicated under Section 8 of the written Agreement); b) confirm his understanding of the Agreement terms; and c) indicate if the sales representative made any statements that could be construed as questionable. In each case, Mr. ******** answered that there were no further concerns.
  
  2) In this same call, Mr. ******** acknowledged he understood that Skyline did not take over and was not affiliated with any other company.
  
  3) After the installation, Skyline completed a second call with Mr. ********* which inquired as to much of the same as the pre-install survey, among other quality assurance measures.
  
  Mr. ******** was afforded his statutory three-day right of rescission and was provided with copies of his Notice of Cancellation option. During this period, he had the right to cancel without penalty if there were any issues with his purchase of the system. Mr. ******** did not avail himself of this right.
  
  The account has been fully acquired by ****** Home Security. As a result, Skyline is unable to make any further changes or address Mr. ******** concerns.
  
  Please redirect this complaint to:
  Brinks Home Security
  ***********************************************
  ****************
  **************

• Initial Complaint

  Date:06/24/2025

  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.

  10/23/2023 I had a contract with ADT Security. A man appeared at my door claiming to be from Brinks Security. He told us that ****** was splitting off from *** and that they were no longer my security firm that ****** was taking over. I never received any paper work, and they changed the equipment doing the monitoring. received a notice in May 2025 that my account was past due due to a credit card expiration. I then called ADT asking why they were saying I had an account with them. they told me that I had been a customer for seven years with no interruption. I then looked at my wife's checking account and found a debit from Skyline. I called them and was told that my contract was only with them. I have paid them about $.970 for 2/1/2 years and to cancel I owed them $ 1741 . This account is fraud as I am paying TWO companies for the same service.

  Business Response

  Date: 06/26/2025

  Skyline Security (Skyline) appreciates the opportunity to address Mr. ******** concerns.

  First, Skyline has found no basis for the claims made in this complaint. The company takes numerous steps to ensure that each customer is fully aware of what they are purchasing and is satisfied with the service from the outset. These efforts include, among other things:

  
  1. A recorded pre-installation survey, during which Mr. ******* was given the opportunity to:
  a) indicate if he had any concerns;
  b) confirm his understanding of the agreement terms $42.99 for 60 months (also outlined in Section 8 of the written agreement); and
  c) indicate if the sales representative made any statements that could be construed as questionable.
  In each case, Mr. ******* indicated that he had no concerns.
  2. Acknowledgment of company affiliation: Mr. ******* acknowledged that he understood Skyline did not take over and is not affiliated with *** or any other company. He was informed that it was his responsibility to cancel services with his previous provider, and he agreed. Furthermore, Mr. ******* signed a takeover form explicitly stating this responsibility and confirmed his understanding.
  3. Right of rescission: Mr. ******* was afforded his statutory three-day right of rescission and was provided with the required Notice of Cancellation. During this period, he had the right to cancel without penalty if there were any issues with the purchase. However, Mr. ******* did not exercise this right.

  Based on the above, Skyline has determined that Mr. ******* remains responsible for the terms and conditions of the agreement. Should he have any further questions, he is welcome to contact Skyline directly at **************.

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23496127
  
  I am rejecting this response because: First of all the person that came to my door identified he was from ******, and declared that ****** was splitting off from ADT, which ADT has denied. That is the first fraud. Next is the fact that I never received any paperwork from Brinks or Skyline.  ADT has stated they are still monitoring my account.  ********************** also says they are monitoring my account. I do not know whose equipment is being used I cannot and will continue paying two people for the same service.  I still think that both Brinks and Skyline    are in a fraudulent business of taking over a competitors business without their permission. Skyline's name was never mentioned and ******* is also in a fraud by saying that they are splitting off from ADT

  I still think that ADT is unaware of the take over of their business, by representivies  claiming to be Brinks
  
  Sincerely,
  
  ***** ******* of

  Business Response

  Date: 07/01/2025

  Dear Mr. ***************** have reviewed your recent communication regarding the representative who visited your property and your concerns involving Brinks, Skyline, and ADT.
  First and foremost, we would like to clarify that our company is not affiliated with ***. However, your statement that *** has denied any association with our company does not constitute evidence of fraud. Competitive activity between companies in the home security industry is common and lawful, and no misrepresentation has been established based on the information provided.

  According to your own account, the representative who visited your home clearly identified himself as being from ******. At no point did you indicate that this person claimed to be from ADT or concealed his affiliation. Additionally, this interaction occurred almost two years ago, and we have no record of any formal dispute or escalation from you during that time. Under legal principles, an extended delay in raising a concern without prior objection may be seen as an implied acceptance of the services (doctrine of laches).

  Furthermore, it is not uncommon for customers to continue receiving communication or services from multiple parties during transitions or account changes. If you are currently being billed by more than one provider, we encourage you to contact us directly so we can clarify your monitoring status and help resolve any confusion.

  To explore options for assistance and ensure your service is correctly set up, please contact our *************************** at ************. Our team is available to review your account in detail and provide appropriate guidance.

  We appreciate your attention to this matter and look forward to assisting you.

• Initial Complaint

  Date:06/16/2025

  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.

  6/11/25 Home security and satellite TV Skyline security management, Inc. verbally stated one price wrote different prices in on contract employee digitally signed for my part of the contract. I am over at 65. This company is doing deceptive practices taking advantage of senior citizens took ACH payment when I did not want ACH payments violated truth in lending by stating $1500 in truth in lending portion of contract without my knowledge.

  Business Response

  Date: 06/17/2025

  Skyline Security ("Skyline") appreciates the opportunity to address Ms. Schneider’s concern.
  
  First, Skyline found no basis for claims in this complaint. Skyline takes numerous steps to ensure each customer is fully aware of what they are in fact purchasing and that they are fully satisfied upfront. Among other things, these efforts include:
  
  1) Skyline completed a recorded pre-install survey wherein Ms. Schneider is given an opportunity to: a) indicate if she had any concerns. During this call, Ms. Schneider confirmed the monthly and financed rate of $73.99 before taxes for a sixty-month term (also indicated under Section 8 of the written Agreement); b) confirm her understanding of the Agreement terms; and c) indicate if the sales representative made any statements that could be construed as questionable. In each case, Ms. Schneider answered that there were no further concerns.
  
  2) In this same call, Ms. Schneider acknowledged she understood that Skyline did not take over and was not affiliated with any other company.
  
  3) After the installation, Skyline completed a second call with Ms. Schneider, which inquired as to much of the same as the pre-install survey, among other quality assurance measures. During this call, Ms. Schneider shared she was not fully aware she would have to pay a Monthly Monitoring Rate, and that she had understood it was a one-time payment. 
  
  4) Further, Ms. Schneider was afforded her statutory three-day right of rescission and was provided with copies of her Notice of Cancellation option. Ms. Schneider availed herself of this right, and the account was fully canceled on June 16th. The system pull is scheduled on June 19th, and Ms. Schneider has confirmed this appointment. After the equipment has been returned, Ms. Schneider will not have any responsibility with Skyline. A refund for the amount Ms. Schneider paid for the first month will be processed. 
  
  Should Ms. Schneider wish to discuss this matter further,  she may contact Skyline directly at (888)775-9732.

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had Skyline install a security system July 13, 2024. I've had problems with the system and recently requested a technician to come out to service the system. I was scheduled an appointment for over two weeks ago and rearranged my schedule to accommodate. I received a text message stating that the technician is having car trouble on Wednesday, June 11, 2025. My appointment is scheduled for June 14, 2025. I called to let them know that I have been waiting for over two weeks for this appointment and that I'm paying for a service that's not working properly. I requested that they should send another technician out. I've only gotten the run around with them transferring me to different departments after requesting to speak with a supervisor. AT this point I'm requesting to have my contract null and void due to not having the equipment working properly, so that I can get a different company to provide services that will accommodate the security for my home that will allow for me to feel safe when I'm home and my property secure when I'm away. Why should I pay for a service that's not being provided to me. I pay my bill on time every month and should be provided with the service that I'm paying for. I'm fed up with companies that don't value their customers!!! They want to hold people to a contract, but they can't be held to a standard of professionalism and courteous business practices.

  Business Response

  Date: 06/13/2025

  Skyline Security ("Skyline") appreciates the opportunity to address Ms. Moody's concern.
  
  According to our records, Ms. Moody contacted Skyline on May 28th regarding an issue with the doorbell. The warranty that covers any service fee on Skyline is 90 days after the installation if the problem is not related to a malfunction of the equipment; however, Skyline escalated the situation and offered Ms. Moody to cover the service fee. 
  
  Due to tech’s availability and the equipment Ms. Moody requested, the appointment was scheduled for June 14th. On June 11th, the tech advised that they needed the appointment rescheduled for June 24th, and Skyline informed Ms. Moody. Ms. Moddy requested a different technician, and Skyline offered an appointment for June 16th with another technician. Ms. Moody refused this appointment.
  
  Skyline is willing to make this right and schedule our soonest appointment to resolve the issue with the doorbell camera Ms. Moody is experiencing, and add the Key fob that was requested by Ms. Moody. On the other hand, since we understand Ms. Moody is having issues with the doorbell, Skyline can approve a refund of $46 for the days Ms. Moody has not been able to use the Doorbell due to technical issues. This will be processed after the issue has been resolved. 
  
  In accordance with the above, Skyline has determined that Ms. Moody is responsible for the agreement's terms and conditions. Should Ms. Moody wish to terminate her agreement with Skyline before the end of the term, she will be responsible for an Early Termination Fee. If Ms. Moody has any further questions, she may contact Skyline directly at (888) 775-9732.

  Customer Answer

  Date: 06/19/2025

   
  
  Complaint: 23454384
  
  
  
  I am rejecting this response because:
  
  They have not been truthful in their response, they say I'm a valved customer and canceled an appointment that was scheduled for over two week, with an escuse of car trouble. They can't expect me to rearrange my schedule to accommadate them again. They have harassed me with phone calls and text messages after I informed trhem that I filed a complaint with The BBB. This was only to try to cover themselves. As a paying customer I should have a right to speedy service and not get the run around. The bottom line is that they were made aware of the problem and did not hold up to what they had committed to!!! Once again the customer is suppose to take how they are being treated, they misrepresented their service!! 
  

  Sincerely,
  
  
  
  Vivian Moody

  Business Response

  Date: 06/24/2025

  Skyline Security Response to Ms. Moody’s
  BBB Complaint
  
  Skyline Security (“Skyline”) appreciates
  the opportunity to address Ms. Moody’s concerns.
  
  According to our records, Skyline
  communicated with Ms. Moody on June 11th to confirm we were working to schedule
  a technician visit for June 14th, as mutually agreed. We also followed up with
  additional availability on June 21st and attempted to offer an earlier date on
  June 16th as well.
  
  We received the BBB complaint on June
  13th and began addressing the issue the same day. In our initial response, we
  reiterated the same scheduling options previously communicated. At this time,
  Skyline has confirmed that we had technician availability for both June 14th
  and June 16th, in alignment with Ms. Moody’s request. However, despite multiple
  outreach attempts, Ms. Moody has not responded to confirm a preferred
  appointment date.
  
  As a gesture of goodwill, Skyline
  approved a credit of $46 to Ms. Moody’s account to compensate for the period
  during which her doorbell service was unavailable. If Ms. Moody is still
  interested in scheduling the appointment, we remain happy to assist and honor
  the credit.
  
  Based on the above, Skyline maintains
  that Ms. Moody is responsible for the terms and conditions of her agreement.
  Should she choose to cancel her service prior to the end of the contract term,
  an Early Termination Fee will apply in accordance with the agreement.
  
  If Ms. Moody has any further questions or
  wishes to schedule her service, she may contact Skyline directly at (888)
  775-9732.
  

  Customer Answer

  Date: 06/30/2025

   
  
  Complaint: 23454384
  
  
  
  I am rejecting this response because:

  They still haven't addressed the fact that I was scheduled for an appointment for over two weeks and three days before my scheduled appointment it gets canceled due to a technician having car problems. Is he the only technician they have?? I re-arranged my schedule for that appointment; my time is very important! Then wanted me to wait additional time. No, they are full of crap and trying to twist this to their benefit. I'm the customer and should have been considered as valued and I wasn't!!
  
  
  
  Sincerely,
  
  
  
  Vivian Moody

• Initial Complaint

  Date:06/11/2025

  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.

  Please see attached letter, which fully explains the problem

  Business Response

  Date: 06/17/2025

  Skyline Security ("Skyline")
  appreciates the opportunity to address Mr. McMiller’s concern.
  
  First, Skyline takes numerous steps to
  ensure each customer is fully aware of what they are in fact purchasing and
  that they are fully satisfied upfront. Among other things, these efforts
  include recorded pre-install and post-install surveys wherein the customer, Mr.
  McMiller, was given an opportunity to indicate if he had any concerns.
  
  1) A recorded pre-install survey wherein
  the customer, Mr. McMiller, was given an opportunity to: a) indicate if he had
  any concerns. During this call, Mr. Lerch confirmed his e-mail address, monthly
  and financed rate of $ 89.99 for a sixty-month term (also indicated under
  Section 8 of the written Agreement); b) confirm his understanding of the
  Agreement terms; and c) indicate if the sales representative made any
  statements that could be construed as questionable. In each case, Mr. McMiller
  answered such that there were no further concerns.
  
  2) During this call, Mr. McMiller
  confirmed that his email address is [email protected], which is the email
  address Skyline used to send and receive the signed agreement. A copy of the
  signed agreement was sent to this same email for Mr. McMiller’s records.
  
  3) A recorded post-install survey which
  inquired as too much of the same as the pre-install survey, among other quality
  assurance measures. As above, no questions, concerns, or issues were noted by
  Mr. McMiller; he demonstrated a full understanding of the Agreement terms.
  
  4) Mr. McMiller was afforded his
  statutory three-day right of rescission and was provided with copies of his
  Notice of Cancellation option. During this period, he had the right to cancel
  without penalty if there were any issues with his purchase of the system. Mr.
  McMiller did not avail himself of this right.
  
  5) During the first survey, Mr. McMiller
  was informed that the 1st month of the monitoring fee would be charged after
  the installation.
  
  6) Skyline has several cases open and has
  worked to provide resolutions for Mr. McMiller regarding the claimed issue with
  the installation and the promises made by the sales representative. On April
  9th, Skyline sent a check of $350 to cover the cleaning service and the repair
  of the table that was scratched during the installation. Mr. McMiller agreed to
  this amount, and he gave a written consent to the addendum.
  
  7) On June 12th, the agreement term was
  changed from 60 months to 36 months per Mr. McMiller's request, and the Monthly
  Monitoring Rate was lowered from $89.99 to $64.99.
  
  8) On June 16th, Skyline attempted to
  reach out to Mr. McMiller, and he has been unresponsive, to offered a refund to
  cover the following:
  $62.00 Previous company Bill
  $50.00 Previous company cancellation fee.
  $89.99 First Month (December of 2024).
  $89.99 Second Month (January of 2025).
  Rate Adjustment February $89.99 - $65.99
  = $25.00.
  Rate Adjustment March $89.99 - $64.99 =
  $25.00.
  Rate Adjustment April $89.99 - $64.99 =
  $25.00.
  Rate Adjustment May $89.99 - $64.99 =
  $25.00.
  Rate Adjustment June $89.99 - $64.99 =
  $25.00.
  Total refund of $416.98
  
  In accordance with the above, Skyline has
  determined that Mr. McMiller will be responsible for the agreement's terms and
  conditions. Should Mr. McMiller wish to terminate his agreement with Skyline
  before the end of the term, he will be responsible for an Early Termination
  Fee. If Mr. McMiller has any further questions, he may contact Skyline directly
  at (888) 775-9732.

• Initial Complaint

  Date:05/19/2025

  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.

  Back in November my family and I was approached by one of Skyline Security's door salesmen. She said that Optimum was putting in Fiber and to keep my current rate I would need to bundle with Brinks. She then proceeds to tell us that we can cancel Brinks at any time, while not mentioning we are signing up for a 5 year contract. I find this out when I go to cancel, because the camera's are just awful and don't pick up what I want it to pick up. They also manage to eat away at my monthly image limit, that I was also not aware would happen. For example, my non-brinks camera's picked up a person moving toward my parents truck, but the Brinks camera that was pointing straight at that truck never picked it up! Fast forward to today I get a flyer on my door saying that Next Link Internet is putting in Fiber, not Optimum. I am not happy about being lied to and I really want out of this contract, or at least have lower monthly payments. If you need the contract I can email it since I don't have it on me while I'm at work.

  Business Response

  Date: 05/20/2025

  Skyline Security ("Skyline") appreciates the opportunity to address Mr. ******* concern.
  
  First, Skyline takes numerous steps to ensure each customer is fully aware of what they are in fact purchasing and that they are fully satisfied upfront. Among other things, these efforts include recorded pre-install and post-install surveys wherein the customer, Mr. ******* was given an opportunity to indicate if he had any concerns. 
  
  1) A recorded pre-install survey wherein the customer, Mr. ******* was given an opportunity to: a) indicate if he had any concerns. During this call, Mr. ****** confirmed his e-mail address, monthly and financed rate of $ ***** for a sixty-month term (also indicated under Section 8 of the written Agreement); b) confirm his understanding of the Agreement terms; and c) indicate if the sales representative made any statements that could be construed as questionable. In each case, Mr. ****** answered such that there were no further concerns.
  
  2) During this call, Mr. ****** confirmed his email address is ******************* which is the email address Skyline sent and received the signed agreement. A copy of the signed agreement was sent to this same email for *************************** 
  
  3) A recorded post-install survey which inquired as too much of the same as the pre-install survey, among other quality assurance measures. As above, no questions, concerns, or issues were noted by Mr. ******* and again, he demonstrated a full understanding of the Agreement terms. 
  
  4) Mr. ****** was afforded his statutory three-day right of rescission and was provided with copies of his Notice of Cancellation option. During this period, he had the right to cancel without penalty if there were any issues with his purchase of the system. Mr. ****** did not avail himself of this right. 
  
  5) On April 30th, Mr. ****** contacted Skyline to request the cancellation, claiming they are not using the system. During this call, Skyline provided Ms. ****** with the cancellation options. There was no mention of the issue with the cameras, however, Skyline has created a case to reach out to Mr. ****** to have a better understanding of the situation with the cameras and provide a resolution. 
  
  In accordance with the above, Skyline has determined that Mr. ****** will be responsible for the agreement's terms and conditions. Should Mr. ****** wish to terminate his agreement with Skyline before the end of the term, he will be responsible for an Early Termination Fee. If Mr. ****** has any further questions, he may contact Skyline directly at **************.

• Initial Complaint

  Date:05/12/2025

  Type:Sales and Advertising 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.

  This security company went onto a senior citizen complex where my dad lives and lied to my 83 yr old Dad, the sales ***resentative told him they told him that the management required him to purchase their security system because there had been recent burglaries in the complex. The sale **** even made up a bogus email address for my dad to send the contract to. By the time I was able to get a copy of his contract it was past the 7 days of being able to cancel the contract. They did everything electronically: my dad the sales *** not to set him up for automatic payment but hi did anyway, since my dad paid for the initial payment with a personal check the company had all his banking information to do so. The sales ***resentative do not leave any information regarding the security system or how to contact Skyline Security for any assistance he took advantage of my 83 yr old dad by lying to him and taking payment of $953.00 (about that amount) starting automatic payments from his checking account which my dad specifically stated that he did not want. I confirmed with the manager of the senior citizen complex that she did not require anyone to purchase their security system security system. Skyline Security took advantage of an elderly person and took advantage of him, now he has a security system that he does use because he cant remember what the instructions were and they did not leave any information about the security system or a copy of his contract. The sales ***resentative said it would be sent to the email address that my dad does not have. And I dont even know it that system works because my dad doesnt have the internet he has a landline telephone line.

  Business Response

  Date: 05/13/2025

  Skyline Security ("Skyline") appreciates the opportunity to address Ms. ****** concern in regards her dads account.
  
  ********************** takes numerous steps to ensure each customer is fully aware of what they are in fact purchasing and that they are fully satisfied upfront. Among other things, these efforts include recorded pre-install and post-install surveys wherein the customer. However, at this point, with the information provided, Skyline has not been able to find the account.
  
  We would appreciate it if Ms. ***** could provide Skyline with the account holder information so this situation can be further investigated.  

  Customer Answer

  Date: 05/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  Here is the information Skyline is requesting. This is my Dads information: Brinks Home

  ****** Two Two  *********************************** SPC #**, ****************, ** 90670

  Customer Number *********
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 05/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  Here is the information Skyline is requesting. This is my Dads information: Brinks Home

  ****** Two Two  *********************************** SPC #**, ****************, CA 90670

  Customer Number *********
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 05/23/2025

  Skyline Security ("Skyline")appreciates the opportunity to address Ms. ****** concern in regards ************ account.
  
  First, Skyline found no basis for claims in this complaint. Skyline takes numerous steps to ensure each customer is fully aware of what they are in fact purchasing and that they are fully satisfied upfront. Among other things, these efforts include:
  
  1) Skyline completed a recorded pre-install survey wherein *********** was given an opportunity to: a) indicate if he had any concerns. During this call, *********** confirmed the monthly and financed rate of $ ***** before taxes for a sixty-month term (also indicated under Section 8 of the written Agreement); b) confirmed his understanding of the Agreement terms; and c) indicated if the sales representative made any statements that could be construed as questionable. In each case, *********** answered that there were no further concerns.
  
  2) Additionally, *********** confirmed he understood he signed an electronic Agreement, and a copy was emailed for his records. Finally, *********** acknowledged he understood that Skyline did not take over any other alarm company and was not affiliated with any other company.
  
  3) A recorded post-install survey which inquired as to much of the same as the pre-install survey, among other quality assurance measures. As above, no questions, concerns, or issues were noted by *********** and again, he demonstrated a full understanding of the Agreement terms.
  
  4) Further, *********** was afforded his statutory three-day right of rescission and was provided with copies of his Notice of Cancellation option. During this period, he would have had the right to cancel without penalty if there were any issues with his purchase of the system. However, *********** did not avail himself of this right.
  
  According to our records, Skyline attempted several times to contact *********** in regards of his past due balance. On February 11th, Ms. ***** informed Skyline that they wanted to cancel the system since the house was insured and they did not need the system.On February 12th, Skyline provided the cancellation options. Mr. ***** requested the final bill, which was generated. After this communication, ******** became unresponsive, and Skyline attempted to reach out to them until April 23rd.
  
  ************ account was canceled on May 5, 2025, due to non-payment. Skyline has since assumed responsibility for the outstanding debt and the associated equipment. *********** no longer holds any obligations with Skyline.

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23303964
  
  I am rejecting this response because: My Father ****** Two does not have an email address 
  to send the contract to. He is 82 yrs old and doesnt know how to use a computer. The sales representative made up a an email for my Dad. Skyline did everything electronically and did not leave any information in hand for my dad the day my dad signed electronically at his home.  My Dad specifically. told him that he did not want his payment to be automatically withdrawn from his bank account and they did it anyway.  Yes he missed the deadline to cancel because he didnt have a copy of his contract because it was sent to an email that he doesnt have!!
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:04/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an alarm system less than 30 days ago. It has been faulty since day 1. I called today to cancel my account and the gentleman in their loyalty department, *****, refused to cancel my account. He also refused to transfer me to a supervisor claiming they were in a meeting.I have been in touch with the salesman and tech to resolve the problem with the system. They both keep saying they are ordering supplies for it. Nothing has come. I want the account canceled as of today April 22, 2025 and my money refunded.

  Business Response

  Date: 04/29/2025

  Skyline Security ("Skyline") appreciates the opportunity to address Ms. ******* concern.
  
  First, Skyline takes numerous steps to ensure each customer is fully aware of what they are in fact purchasing and that they are fully satisfied upfront. Among other things, these efforts include recorded pre-install and post-install surveys wherein the customer, Ms. ******* was given an opportunity to indicate if she had any concerns. 
  
  1) A recorded pre-install survey wherein the customer, Ms. ******* was given an opportunity to: a) indicate if she had any concerns. During this call,  Ms. ****** confirmed her e-mail address, monthly and financed rate of $74.99 for a thirty six month term (also indicated under Section 8 of the written Agreement); b) confirm her understanding of the Agreement terms; and c) indicate if the sales representative made any statements that could be construed as questionable. In each case, Ms. ****** answered such that there were no further concerns.
  
  2) During this call, Ms. ****** confirmed her email address as *********************** which is the email address Skyline sent and received the signed agreement. A copy of the signed agreement was sent to this same email for *************************** 
  
  3) A recorded post-install survey which inquired as too much of the same as the pre-install survey, among other quality assurance measures. As above, no questions, concerns, or issues were noted by Ms. ******* and again, she demonstrated a full understanding of the Agreement terms. 
  
  4) Ms. ****** was afforded her statutory three-day right of rescission and was provided with copies of her Notice of Cancellation option. During this period, she had the right to cancel without penalty if there were any issues with her purchase of the system. Ms. ****** did not avail herself of this right. 
  
  5) On April 24th, a case was created to schedule a technician; this is the first contact we have from Ms. ****** with Skylines support. On April 25th, a technician was scheduled to go to Ms. ******* house on April 28th, between 10 am and 1 pm. However, Ms. ****** canceled the appointment on April 27th, because the tech was not at her place at 10 am. It was explained to her that the time frame was a window time, and the tech could arrive between those hours. This same day, the appointment was completed, and the technician replaced the Skybell, completed a full system review, recalibrated the equipment, and also, an extender. On this appointment, it was advised to Ms. ****** that she would need to upgrade her internet speed to have better functionality of the system. 
  
  In accordance with the above, Skyline has determined that Ms. ****** will be responsible for the agreement's terms and conditions. Should Ms. ****** wish to terminate her agreement with Skyline before the end of the term, she will be responsible for an Early Termination Fee. If Ms. ****** has any further questions, she may contact Skyline directly at **************.

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23246153
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

  Skyline ONLY called once to confirm email address. I told them I was having issues. I have been in contact with both the salesman and tech about the issues.  They SAID they were contacting Skyline who would call me. I NEVER received a response until I called on April 24th for a refund. How can I make a final decision if the equipment is not working correctly. More than 3 days is needed. 

  Business Response

  Date: 05/05/2025

  Skyline Security ("Skyline") appreciates the opportunity to address *** ******* concern.
  
  According to our records, on April 28th, Skylines tech replaced the Skybell with a diffente camera, *** ****** wasnt happy with the Skybell picture, so thats why the it was replaced with a camera with wedge plate; *** ****** was still unhappy due to doorbell seeing the walls on both sides, however, Skylines tech explained to *** ****** there is no avoiding that since the front door is located in a narrow space. 
   
  Skylines tech also confirmed all cameras are recording and recalibrated, but once again, *** ****** was unhappy due to some settings that cannot be changed in *********; Skylines tech set *** ******* cameras to the maximum amount of time per recorded clip. The cameras record when there is some movement, but *** ****** showed dissatisfaction with that because she wants to see recordings 24/7, however, Skylines tech explained how the cameras work.
   
  Finally, Skylines tech added a Wi-Fi extender, but the camera speeds didnt change at all. *** ****** was advised that she would need to update the Internet Speed so the internet can support all the devices. 
   
  In accordance with the above, Skyline has determined that *** ****** will be responsible for the agreement's terms and conditions. Should *** ****** wish to terminate her agreement with Skyline before the end of the term, she will be responsible for an Early Termination Fee. If *** ****** has any further questions, she may contact Skyline directly at **************.

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23246153
  
  I am rejecting this response because: the issues I am having I was told orginally that they would work the way I want and need. I sit here waiting on them to get back to me to fix the issues and they ignore me. The 3 days is unrealistic and unacceptable.  Their system does not work as promised.  There response time is almost nonexistent.  There ability to fix issues is to tell you to purchase additional equipment or deal with the poor service.  I still want them to remove their equipment.  I will not pay anything further because of breach of contract. I have told them this continually and they do nothing to actually resolve the issues. They pretend they are doing something and don't care or return phone calls in an appropriate time frame.
  
  Sincerely,
  
  **** ******