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:01/31/2023

  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.

  We recently moved out of our house and needed to cancel our service with Titanium.
  We were told that we had to submit cancellation in writing, so we wrote an email to them on 1/19/2023. We were called 12 days later and told that to cancel, we would still have to pay for February/March's bill, which covers 2/14 to 3/14!
  When we said that we sent in our cancellation notice on 1/19, they told us that it had to be 30 days in advance of the next pay period, so we'd have to pay for a whole other month!
  The way their contract is written, it is impossible to cancel without having to pay for another month of service. This is deceptive and a very bad customer experience.
  We would like to be able to cancel without having to pay for another month of service that we won't be using.

  Business Response

  Date: 02/10/2023

  To whom it may concern, 

  
  

  We apologize for the experience you have encountered with our support team. We have successfully canceled your account. Thank you for your patience.    

• Initial Complaint

  Date:01/19/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I sold our in home in December. We wanted to cancel our service. The agent told us that the contract was auto renewed automatically and would continue to bill us. We were never told about this and now they won't cancel our service.

• Initial Complaint

  Date:01/18/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Monthly payment was increase with no previous notice called customer service agent were rude and unprofessional, supervisor is never available to take a call ask about the reason for the increase and stated it’s in the contract I have advice the sales agent advice there was going to be one price set for the 5 year contract and this has been the 2nd increase I see when we stated it was 87.99 and from there it increase to 92.39 and now it went to 97.01 there’s no online portal to track our payments or to see our bill I need a refund of all the months we’re I been overcharge and I want my payment to go back to where we stated I also would want a cancellation Of their service sales agent sold a service that has been problems since the beginning we had a cancellation period when we tried to use it they say we couldn’t that our time had passed they took about 2 weeks to get the system stated but they stated their cancellation policy from the day we got them but they were not able to get a technician to our home till 2 weeks after so they told us we had to go by contract we want to be done with them they are rude and condescending agent said will notate account I need an adjustment to my payments or a cancellation to our contract

• Initial Complaint

  Date:01/18/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Contacted Tatinum about 7 months ago to get the pay off amount and to let them know I would like to cancel, they had me send them an email with the request which I proceeded with on (06/10/22), never got a call sent another email with requesting to cancel (06/15/22)(08/24/22) (10/23/22) ,still no response. I kept getting charged from them and on top of it I was already paying the new security company aside of what Tatinum was charging me monthly , after not hearing from anyone months later it took me to the decision to have to cancel my bank account that the automated payments from Tatinum were coming out from . It was a big inconvenience for me having to close my bank account that I had for years because of them , since I wasn’t hearing back from them I reached out to my bank and they told me that was the only choice I had to closed down my account which it was a huge inconvenience because of this issue another of my accounts got accidentally closed I understand that was more of my bank problem but if I would of never had to closed my account because of Tatinum it wouldn’t of never happen . Once my account was closed and they were unable to charge my account I started to gets calls from their customer service to charge me , I repeatedly told them it took for me to closed down the account in order for someone to call me and I would still not get any help in that moment of the call as I repeatedly would tell them “we had send emails months ago still and no one had call to assist”, all they would say is that they “were putting it in notes”. Some of their staff would be rude when I was the one frustrated with the situation trying to do the right thing my wife and I even thought of getting a lawyer because of the poor customer service & the stress of not being able to cancel the moment requested . We were finally contacted today 7 months later requesting to settle for a higher total than when we contacted them back in June 2022 to request pay off amount & to cancel.

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have had nothing but problems with this company. I had an appointment scheduled two weeks ago to once again come in to try and fix the issue. I received three emails confirming the appointment for 01/17/2023 from 8am - 9 am. It is now almost 1pm and no tech showed up. I called the office and was told that they would have to reschedule me and I'm still waiting for a call. I feel as though this company sold us a crappy system and they are not living up to their contract that we signed. Honestly I would not recommend this company to anybody and wish that I could get out of our contract with them.

• Initial Complaint

  Date:01/12/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 been in a crontract with Titanium LLC for an Alarm system for my home I informed them in september 2022 my anniversary October 21 2022 that my contract would be fulfilled and no longer required their service and stated in the letter email giving them a notice of cancellation and in November I am still being billed i also spoke to three representatives and they are telling me now it takes a process to cancel a contract although when they told me months prior it only requires a letter or an email

• Initial Complaint

  Date:01/05/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  On 11/28/2022 I called Titanium customer service to cancel service with the alarm company. I am not on a contract & their prices are too high. I spoke to someone who told me that I would need to request cancellation in writing. I asked if I could provide that written request via email & the customer service rep said yes & provided me with the email address & the information I would need to include in the email for the cancellation request. I sent the email after the phone call.
  
  On 11/30/2022 I sent a second email requesting cancellation & a confirmation of the request from the company. I received nothing from them.
  
  On 12/2/2022 Titanium processed an automatic payment for $93.11. I immediately called their customer service who told me that it takes 30 days to process a cancellation request. Why does it would take so long to process a cancellation request when I am not on contract?
  
  I never heard anything from titanium in reference to my request for cancellation.
  
  On 1/4/2023 at 2:49 pm I missed a call from Titanium & quite honestly I didn’t even see the voicemail until this morning. That same day another payment was processed by Titanium for $93.11. I was not expecting that debit and it overdrew my account causing an overdraft charge.
  
  I called their customer service at 7am on 1/5/2023 to ask why my account was charged. I spoke to **** who would not give me his last name. I asked them to refund that charge & was told he would need to request authorization from management to refund that charge once it clears. He also told me they attempted to call me yesterday & because they didn’t reach me they pushed the charge through. He also asked me if he could lower my payment to stay with Titanium. I told him I have been w/another alarm company since Nov 22 when i requested cancellation & I have already taken their devices off my home. I asked to speak to a supervisor & was told there were none available.
  
  I then told **** I would be reporting them to the BBB.

• Initial Complaint

  Date:01/05/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 been trying to cancel their service for several months. They still keep trying to charge me for services. We are not under contract and have emailed them at both of the addresses they provide and talked to them on the phone and still they continue. We canceled the card attached to the account to avoid them doing auto pay. Now they are trying to say I owe for several months of service. We don't want and have clearly stated so. Also they have me on a recorded line stating that fact.

• Initial Complaint

  Date:12/27/2022

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My contract is up with Titanium Security and they will not cancel my subscription. I have called and called and emailed their ************@titaniumllc.com multiple times with zero response. I have told their customer service on the phone I want my account cancelled effective immediately and they refuse to do so. This company has dozens and dozens of online reviews of ghosting customers when they try to cancel.

• Initial Complaint

  Date:12/21/2022

  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.

  Been trying to reach someone in regards to canceling my account. I have sent multiple emails to the company and no response. My contract is up 12/22/22 and do not want to renew my contract!
  I have proof of all the emails and phone calls i have been sending to get my service cancel and i can't cancel it because they just won't call me or direct me to the cancellation department.

  Business Response

  Date: 12/22/2022

  To whom it may concern, 

  We apologize for the frustration with our cancellation process. Upon checking your request, you have not sent in your notice 30 days before your cancellation date. You submitted your notice on 12/21/2022. To cancel your agreement we would need to process January's payment. We will have someone reach out to you shortly to finalize this cancellation request.