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: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. 

• Initial Complaint

  Date:12/20/2022

  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.

  I moved from my home on **** ***** st, ****** Ca. ***** to Oregon. the home sold late Sept. I wanted to cancel the alarm mid October. they said that i can move the equipment but they have no technicians in OR so i wanted to cancel. After a few follow up i got the final bill it was a lot more than i thought. come to find out they added 5% every year (which is fine) but it was to be done annually. instead they increase in 10 months. My contract was Dec but the increased in Oct and again in Oct of this year. they were charging me a higher price all along then agreed on. it should be 35.99 my husband pays the bill so i never noticed that they we charging me over $40 i think it is $45. so now i am overcharge. i wanted them to remove the equipment from the home as there are new owners and they wont resp. I have called them on this issue at least 10 times NO ONE returns my calls. I don't know what to do now. they broke their contract by over charging me. i have lost interest on that money which is about $398 in overcharge. to me this is simple customer abuse and unfair/deceptive business practices. i need help. What can i do?

• Initial Complaint

  Date:12/15/2022

  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.

  This company is anything but a security company. We had the service for 2 1/2 years and we would set off the alarm and NEVER got a call from them. The product they use is subpar at best. We would call for someone to come fix it and they never showed up. We had the system replaced and over 24 hours after it had been removed we still hadn’t received a call from them. I would not recommend this business to my enemy because it is not one that helps you feel safe. We aren’t looking for any monetary award. We simply want to void the contract. We have paid 30 months and received virtually no service at all. We want people to know that Titanium does not make you feel safe and secure and they will not call the police or you.

• Initial Complaint

  Date:12/14/2022

  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.

  November 28,2022 Received a call stating that the business has changed names and I needed to sign a new contract I told them I was not signing a new contract because I did not sign a contract with Titanium Solar to begin with. On new contract it said I had until 12/1/2022 to cancel service via email. I sent email in n 11/29/2022 to cancel service. I have still not heard from them. They keep calling me to try and sale me other equipment. When I told them I cancelled and for them t come pick up the equipment he told me no the equipment is yours to keep then he switched me too someone else. Se told me they don't have access to emails sent to the cancellation department. I told her to transfer my call she then told me they do not take calls only make them. I informed her I have been waiting almost a month for a call back. When I asked for her supervisor she told me they were at lunch. I told her I would hold then she hung up on me. I have sent another email on my original email to cancel service and pick up their equipment.

  Business Response

  Date: 12/15/2022

  To whom it may concern, 

  We are sorry for any miscommunication with our support team. Upon reviewing the account it does reflect that there are 33 months left on your agreement with titanium. I have requested a final bill from our cancellations department so we can get this cancellation finalized. I also have attached the agreement that reflects the contract to avoid any confusion. Our support team will be emailing you the final bill as soon as possible.

• Initial Complaint

  Date:12/14/2022

  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.

  When I signed up with company was told I had so many days to cancel when I did call to cancel because no one was showing up to install the equipment I was told I would have to buy out of my contract for $5000.00 .
  
  Now in the month of November 2022 the company send me a new contract to sign because the company has changed name and they want me to sign a new contract which i refused to do and n the contract it said I had until December 1, 2022 to cancel service. I sent my email in to cancel on November 29, 2022 and they refuse to cancel my service. I did not sign a contract with titanium solar. They also informed me today that their cancelation department does take phone calls.

• Initial Complaint

  Date:12/14/2022

  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.

  My name is ****** ****** and my contract been ended June 21,2022. So therefore, I was no longer under contract with Titanium but were paying the monthly monitoring of my home until October 18, 2022 and I sent a cancellation notice to them saying that I no longer needed their service as of 10-18-22 through email and I have provided records of that. But they still kept billing me and I sent emails again to the billing department and cancellation department again. I spoke with several representatives and I advised them of everything that I’m writing now, but still kept getting billed for services that I no longer have with them and it’s unfair and unjustifiable against myself. They kept going up on the rates and couldn’t provide logical reasoning to why when a customer calls. I went through my three year contract without missing a payment and finished my contract successfully and provided the email that was advised to me by customer service when I called to inquire bout my cancellation. I believe that this is unacceptable as a consumer to encounter continuous calls and billing invoices after a person has cancelled their services. I’ve provided records showing that my panel stopped working on 10-19-22 and I no longer was connected to Titanium. I’m very frustrated about this and if I have to get legal advice and representation I will do so because it’s unfair for individuals to have to go through this. This company needs to be investigated against towards harassment of over charging people after being cancelled and any other ridiculous charges that consumers has endured. I hope you all take this complaint seriously and investigate it to the fullest because I’m not going to stop for my Justice until my account is cleared as a 0 balance with adjustments showing this made by Titanium. This complaint serves as a receipt to you all that shows that I have reported this matter.

• Initial Complaint

  Date:12/13/2022

  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.

  on 12/13/2022 we contacted this alarm company and we were instructed to pull the connection off the wall in my bedroom closet to hit a reset button. I have informed this company on several occassions that there wasn't one and that it was hardwired from our previous alarm. We did as we were instructed and now I have live wires hanging in my closet because they refused to listen to me. I attempted to contact them to send a technictian to fix this as it is a fire issue and it is in the room that I sleep in. They are telling me that they won't be out until the 22nd of December. This is unacceptable to me. If my house catches on fire this company is 100% liable for this. I spoke to Angelo and waiting to speak to Rosell. This is the worst company that I have ever dealt with. Customer service is the worst.

  Business Response

  Date: 12/19/2022

  To whom it may concern, 

  A supervisor has reached out and confirmed a sooner appointment for 12/20/2020 between 8-12 pm. We do apologize for the poor customer service experience. All calls have been under review and will be addressed. We have also attached the agreement and the customer's verbal confirmation upon the initial sale. If you have any questions or concerns feel free to call in and request a supervisor to further assist.

• Initial Complaint

  Date:12/12/2022

  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.

  On November 16 2022, I contacted Titanium costumer service to let them know I wanted to cancel my service once my contract ended on December 11 2022, I was told I had to submit an email to the cancellation department and that I would be getting a phone call from them. I submitted the email that same day stating I wanted my service to be cancelled.
  Never hear back from them , called them again on Nov 28, and was told again to send email, and also attach email to the support department, same thing was told to wait for a phone call and haven't received it yet.
  I have called again on multiple times since Nov 28, and i keep on getting same answer , someone will call you to set you up with cancellation , but no one calls, i have even sent more emails and no response. I have proof of all the emails and phone calls i have been doing 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: 12/15/2022

  To whom it may concern, 

  I do apologize for the lack of communication with our cancellation department. Upon reviewing the account, the notice of cancellation was submitted on 11/28/2022. This does not qualify under a 30-day notice for December. We would need to process January's payment to cancel the account. One of our support team members will be contacting you to advise this information and answer any of your concerns.  

  Customer Answer

  Date: 12/15/2022

   Better Business Bureau:

  Titanium contacted me early on the morning , i explain to them that the first email and call I made to them was on November 16( i sent the screenshot of the email as proof when I 1st started the claim)

  They keep on saying that Nov 28 was when I first sent the email. At this point I don't care if I have to pay an extra month so I will accept the response just because I want to be done with this company.
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18562636, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:12/11/2022

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  Dear Sirs,
  
  This letter is to officially inform you that I am canceling my security service as the end of my current contract term was 3/20/22. Please discontinue all service and billing as of 12/31/22.
  
  I have examined the contract and am following the procedures recommended for cancellation.
  
  I currently have my payment for the account number sent via check, although you recently automatically withdrew monies from my credit card account without authorization. I would immediately like to cancel any automatic withdrawals and submit this letter as written notification of my termination of your company’s authorization to debit my account. I expect that your last automatic withdrawal from my account has passed. Any outstanding debt can be mailed to my home address for payment. Thank you for your prompt attention to this request.

  Business Response

  Date: 12/12/2022

  To whom it may concern, 
  
  Thank you for sending this notice of cancellation. We have forwarded your information to our cancellation department to further assist, We appreciate your patience during this process. 

  Customer Answer

  Date: 12/16/2022

   I am rejecting this response because: Forwarding the request is only a step and does not resolve my issue. Please confirm that you have canceled my account, as all equipment has been removed from my house, and I am no longer using your services. I have abided by our contractual agreement, always paid on time, and ended our contract. I am requesting confirmation that my account has been closed.  - ***** ******