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Business Profile

Security

Abode

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Security.

Complaints

Customer Complaints Summary

  • 17 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/31/2023

    Type:Billing Issues
    Status:
    Resolved
    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 a full security system from Abode in ***************************************************************************************************** monitoring for the system to operate. This was a large reason for my choice in this system. In Feb 2023 I was having a small problem with the system and out of curiosity I 'upgraded' my account to a paid account to see if the problem would be improved. The problem was not improved and I did not renew the monthly subscription. Now that I paid for the monthly subscription for exactly one month, all of a sudden I cannot access the same features that I have had access to for years since I purchased the product. Now all of sudden I am told I was on a legacy plan and it cannot be changed back. There was absolutely no disclaimer regarding this. At no point in trying the subscription was I told that I would lose access to the same features I have always had and have to start paying monthly for the same thing. The company just keeps telling me they cannot fix it and how they have to charge to continue to do what they do. Weird they did not have to charge me since I invested in the system. At this point I want a full refund of every single product I have purchased from them that I will gladly return. It is insane to own a product for over three years to have the features intentionally disabled to force you into a monthly subscription.

    Business Response

    Date: 04/02/2023


    This customer has already been handled internally, and there was no requirement to raise a BBB complaint.

    The customers claim to the grandfathered 'Legacy' Plan was valid and has been restored.

    Customer Answer

    Date: 04/05/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********. I will express that it took several hours of communication to have this issue resolved and it was only resolved after I shared that I had filed this complaint. Stating that raising this complaint was not necessary is not accurate. However they have restored my services and I am now satisfied. 

    Sincerely,

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

  • Initial Complaint

    Date:01/01/2023

    Type:Product Issues
    Status:
    Answered
    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 outdoor siren and expected it to come as shown in the website photos. Unfortunately, the siren came NOT as described - it came with a very large logo and the words "abode" on the front. Not only is it unsightly, we do not want to broadcast the alarm system we use to potential burglars. The photo on the website does NOT have any logo or name pictured. We would not have purchased the item if we knew it came with the logo and alarm system name on it. We want to send the item back, but the company is forcing us to pay for return shipping in order to send the item back, even though the product was not as described/pictured. We would like a FULL refund for this, including return shipping.

    Business Response

    Date: 01/17/2023

    We have located and supplied a siren without the logo.

    The customer is free to retain the siren with the log as well - as it is not being returned there is no return shipping charges.

    We do not see any further action required here.

  • Initial Complaint

    Date:12/31/2022

    Type:Billing Issues
    Status:
    Answered
    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 been paying for an annual subscription on an Abode security plan which offers cellular backup in case my internet goes down, it can still protect my home. Abode has stopped providing me this service without my knowledge nor have they ever tried contacting me to let me know it stopped. It stopped due to the device they built using 3G cellular, which has been getting decommissioned by mobile networks. They made no attempt to notify me the service was no longer available. The system does not report any issue under any system faults. When I called to complain they explained they rely on the app to "notify" the customer when they turn on/off their security system with a warning that GSM cellular is unavailable. This notification was turned off on my account, so there were no notifications on my account. This is the only place this problem is reported when a customer turns their system on/off, nowhere else. I have tried to resolve this issue with the company but they refused to offer any kind of credit on my account despite the fact they have not been providing the service I paid for. I have been a loyal customer since 2018, paying my subscriptions annually on July 4th of every year in the amount of $80. I have no way of knowing how long their SIM card has been inoperable, nor will they tell me, even though they are the ones that provide the service. I suspect it's been off and inoperable for longer than they care to admit. I suspect many customers are in a similar boat without their knowledge and paying for something they're not getting because Abode is making no attempt to reach out to their own customers and instead using the arm/disarm as a means to "notify" them their devices will no longer be supported with the assumption that warnings are turned on. The representative I've worked with thus far has been *******************.

    Business Response

    Date: 01/18/2023

    The 3G shutdown is something out of Abode's hands, with no indication of what areas are being switched off when.

    We have worked directly with this customer to come up with a viable solution moving forwards.

Abode is NOT a BBB Accredited Business.

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