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:11/21/2022

  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.

  We have had Titanium for several years now due to being lured into a predatory contract. I’ve called the company several times to see if I could cancel but they always says it’s going to be an enormous amount to pay out. So we have set stuck. We moved in 2019 and our equipment came with us. They sent a tech to setup the cameras and we haven’t had much contact with the alarm company sense.
  
  We were pretty much forced to do an auto pay and then I noticed that I haven’t been billed by them since September 29th…. Not sure what’s going on but I’m worried they are going to try and slap me with a bunch of charges and then keep me from completing my contract next year. I’m worried and don’t trust this company at all! I talked with another person a few years ago about staring a class action against them because this company is awful! They need to be shut down and put out of business. I would warn anyone even considering them to run for the hills!!!!

  Business Response

  Date: 11/29/2022

  We do apologize for the confusion with our billing department. It does reflect that our team has been trying to reach you in regards to your payment information on file responding as insufficient funds. One of our billing representatives will be reaching out to you in regards to getting an updated payment method to avoid any more additional late fees. 

• Initial Complaint

  Date:11/17/2022

  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.

  I SUBMITTED A LETTER OF CANCELLALLTION IN SEPTEMBER . I HAVE BEEN BILLED FOR OCTOBER AND NOVEMBER. I'VE EVEN CONTACTED BILLING AND WAS TOLD THAT THEY HAD RECEIVED THE EMAIL I SENT. I WANT MY MONEY REFUNDED

  Business Response

  Date: 11/21/2022

  We do apologize for the prolonged cancellation process. Upon reviewing your account, your agreement is set for 48 months. At the moment you have 16 months remaining. In order to finalize your cancellation we will need you to pay an early termination fee of an estimated amount of 925.92$. If you would like to make that payment please call our billing department at ###-###-####. Thank you. 

• Initial Complaint

  Date:11/15/2022

  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.

  This shitty business wont cancel my contract even though I’ve been done with my contract for 3 months. They keep giving me the run Around and worst customer service. This is an unethical business. They “don’t” receive my emails even though I get confirmation they received it.

  Business Response

  Date: 11/21/2022

  We do apologize for the frustration regarding the process with our cancellation policy. Unfortunately, we were unsuccessful in processing your final payment, which is required to cancel your account. We have a 30-day notice policy which is stated in section 3 of your agreement. You sent in your notice on 9/14/22 which is not eligible to close out your account until October's payment is processed successfully. Please call our billing department to complete your cancellation process. Thank you. 

• Initial Complaint

  Date:11/09/2022

  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.

  I’ve been trying to cancel my alarm service since 08/24/22. Called the company and I was told that I needed to write an email stating the reason why I wanted to cancel. Wrote 5 emails and they never called back.Called the company again and they said I have to wait for a call back. I asked to speak to a manager and they keep saying manager not available. No one ever called me back until October!!On 10/24/22 , spoke to a representative called *****, she told me that she received the cancellation request email and she will cancel the service but I need to pay for September month first before canceling. I told her that the whole reason I asked to cancel back in August is because I didn’t want to pay anymore starting September, but it wasn’t my fault that they didn’t do anything about it. I asked them to waive the September fee. She told me she will ask in writing but pending approval but in the meantime ,my service would be canceled starting 10/24/22. She said I would no longer get any service. However, a week later a get a text message with a billing of one hundred some dollars. Then another week passed and I get another bill of $210.11. I checked my service was still running, they have never cancelled. I called again and they said I need to pay the September month, so they couldn’t cancel the service.I have told them that ***** assured me that my service was cancelled.
  I called again , spoke to **** from billing and **** from customer service I asked them to send me the policy stating where I need to pay one more month before canceling my service. I told her the contract I signed for 5 years was over, and the contract I have doesn’t say anything about having to pay one more month after canceling. **** just keep insisting that is the company policy. She said she will email me right away the policy but still haven’t got anything from them.Asked for a manager but she said there is no manager.
  Please send me the policy ,cancel my alarm system and stop billing me.

  Business Response

  Date: 11/10/2022

  To whom it may concern,
  
  We do apologize for the confusion about your cancellation request. Upon looking at your account we would still need to collect your September payment to finalize the cancellation process. Please call our support line at 866-639-0498 to make that payment so we can close out your account. Thank you! 

  Customer Answer

  Date: 11/11/2022

   I am not satisfied with Titanium’s response to my complaint. I have asked multiple times for them to send me the contract in which it states that in order to cancel the policy I need to pay  one month’s ahead. I have yet to receive a copy of their contract. In addition, from my several emails and calls to the company I have clearly stated that I have requested, both in writing and over the phone, to have my contract cancelled in August. Titanium has in turn just played its customer by sending me to different departments time after time.

  At this point I am certain they are just trying to prevent its customers from cancelling their accounts and extending their contracts by just not allowing a clear cut cancellation at the requested time. My calls and emails prove that this request has been made multiple times in August, thus I am not willing to pay September’s fee unless they can prove otherwise.

  Sincerely,

  ******* ****

  
  

• Initial Complaint

  Date:11/08/2022

  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.

  I signed with this company in October of 2020. As of day 1 I have had issues with the company. The time the technician showed up for appt was very late at night. What I was told by sales person was completely different than what the install technician was stating. He flat out said that "he always gets yelled at because the door to door sales people lie to get people into a contract & when we get to the homes to install people are always upset." This was a huge red flag. I told him on the spot I wanted to use my 3 day grace period for cancellation & end the contract. He stated I had to go through phone with customer service. This ended up falling on a weekend & of course the 3 day grace period wouldn't be honored, even though signup was Friday after hours & I called first thing Monday morning. They promised all kinds of things to keep me in contract. All lies. Currently my system is malfunctioning. Has been for over a month now. Alarm sounding every 2 minutes. They tell me they can't get a technician our within a timely manner due to only having 1 TX technician & him having a broke down truck. This is breach of contract. They state they will keep me protected 24/7 for a monthly fee. I pay that fee, in fact it is directly pulled. The only thing they want to offer is 20%-50% off next month's bill. Absolutely not. I have followed guidelines for cancellation & emailed the correct people over 2 weeks ago. Why am I still waiting?!? I ask to speak to management or supervisor & I am told no one is available. I state I will hold. They tell me that is not a possibility that they will have to schedule a call back. They ensure it will be within the same day. Again this was weeks ago & still no call back. Titanium does not provide security or peace of mind. They breached the contract & I want it nullified immediately!!! Of course getting no response from company, yet they continue to pull money after I have stated multiple times to cease all withdrawals. This is fraud!!!

  Business Response

  Date: 11/11/2022

  We do apologize for any issues regarding your alarm equipment. Our goal is to make sure our customers feel safe and secure while using our services. Upon checking the equipment everything is still being monitored and responding correctly. I do see some sensors that are having "supervisory trouble", which are the sensors that were taken over by your previous provider. We can definitely replace your existing sensors from your previous company with brand-new sensors at no charge. In regards to your cancellation, it does reflect that there are 35 months remaining on your agreement. Our cancellation policy states that we would have to charge you for the remaining terms on your agreement, which is an estimated amount of 2,242.45$ but may be subject to change. We hope that we can fix your equipment and get it functioning to your liking instead of paying that cancellation fee. Please call our support team at ###-###-####.

• Initial Complaint

  Date:10/31/2022

  Type:Service or Repair 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.

  I have followed every instruction to cancel my service which never worked in the first place. I signed the paper refusal to continue service and mailed it back to Titanium. I have called the customer service and accounts numbers and have spoken with at least 7 people to date who all claim they are unable to cancel my service even though the terms of my contract have been satisfied (ie length of contract). I have emailed the email address I was given over the phone to cancel the monthly deduction from my bank account 16 times. As of right now Titanium has charged me monthly since cancelling in June - a total of 5 months over billed.

  Business Response

  Date: 11/07/2022

  Hi ********! We apologize for any confusion regarding your agreement. Our agreement that we have on file is from 2018 which reflects a term of 60 months. At this time you have 12 months remaining on your agreement. We would definitely like to get you on schedule and service any equipment that isn't working. Please call our customer support to get your equipment serviced at no charge at ###-###-####.

  Customer Answer

  Date: 11/08/2022

   I am rejecting this response because:
  
  
  I have attached the paperwork sent to me at the conclusion of my original contract. The attached photos are of paperwork sent BY Titanium TO me at the end of my original contract- the date on the paperwork TITANIUM sent me is 7/19/2022. Furthermore, regardless of our disagreement on the end of the contract (4 versus 5 years), on the attached paperwork sent from Titanium to me on 7/19/22 it states service contract can be cancelled within 3 days at no penalty. As evidenced on attached files, services were cancelled. The attached declaration of cancellation was physically mailed in paper form to address on form sent to me, faxed to the number provided on paperwork sent to me, and electronically sent to the cancellation email provided by 1-*** operator for Titanium. 

  
  

  In truth, there is no ‘service’ to bill for as there has never been any ‘service’- the monitoring equipment has never worked, the damage to my home from installers was never repaired and the faulty equipment at my house has only ever inaccurately alarmed due to the equipment not being installed correctly.

  
  

  Lastly, the attached paperwork received from Titanium indicates my monthly cost should have been $71.99 yet I have has $86 deducted from my checking account every month for the past 4 years. Taking into consideration the over billing, even if my contract was 5 years it would have already been paid in full when taking into account the fraudulent over billing that has taken place for 50 months. I want Titanium to cancel the auto draft collections from my bank account and be reimbursed for the months of August, September, October and November. 

• Initial Complaint

  Date:10/26/2022

  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.

  I had Titanium LLC security service for three years, as of this May I have had a terrible experience with this business. My contract with them ended in June 2022, I have tried to cancel my account with them but have not been able to speak to anyone who can do that for me when I call their company. I am being charged every month for cameras that no longer work, and for a service I no longer need. On August 1st, 2022 I emailed [email protected] and asked them to cancel my security system with my account number 36****. It is now October 24, 2022 and I have been charged for the last three months, even giving them a 30 day notice to cancel. I've called numerous times and have not been able to communicate with anyone who can process my cancellation nor has anyone called to communicate with me. I spoke to someone on September 6, 2022 who opened a case for me on my account with case number, 49**88. I then forwarded my cancellation request to *******@titaniumllc.com but did not receive a call from anyone. I called again and wanted to speak with the customer service manager, but never received a call back either. I am wanting my account to be cancelled as well as a refund for the months I have been waiting on my service to be cancelled.

  Business Response

  Date: 11/07/2022

  We do apologize for your experience with our cancellation team. Upon reviewing your account we will  be terminating your services and refunding your payment for October. If you have any questions regarding your cancellation please call our support team at ###-###-####. Thank you! 

  Customer Answer

  Date: 11/07/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 183***47, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:10/26/2022

  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.

  I contracted the security camera services from titanium on July 2019 for 3 years. I thought that it was going to end automatically but I was wrong. On mid September when I noticed my bank account was still being charged, I contacted customer service. I was told to contact the cancelation department through email only. I have sent about 4 emails since then and have yet to receive any response or acknowledgement of my situation. I keep getting charged full price and was told to get another contract so my bill can be lowered. This means that I am still being charged for equipment that is paid in full as of July 2022.

  Business Response

  Date: 11/01/2022

  To whom it may concern, 

  We do require a 30-day written notice of cancellation to terminate any services. Upon looking at your account it does reflect that you sent in the notice on 9/23/2022. In order to terminate your services we would need to process October's payment. Reviewing your account Juan Sanchez has paid their final payment. We are closing the account. If there are any questions regarding this cancellation please call into our office at ###-###-####. Thank you! 

• Initial Complaint

  Date:10/21/2022

  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.

  I had a contract with Titanium LLC for 36months from 1/25/2019 to 1/25/2022. I have recently reached out to Titanium LLC on 10/18/2022 to cancel my account (account#338717). However, I was told by the company that I would have to send an email to ***********@titaniumllc.com for their Retention department to cancel the account and someone would call me. No time frame was provided of when I would receive the call and I was told there is no direct contact information for their Retention department to have the account canceled. I sent the email as instructed to the email provided on 10/18/2022. I followed up on 10/20/2022 to follow-up on the status of the cancelation process. I was informed by the customer service and billing department that they were not aware of my email to cancel and that I had to forward the email to each department separately and then a case would be created. Again no resolution to have the account canceled and was informed by billing they would continue to charge my bank account until whenever the cancelation department closed my account. I asked to be taken off auto-pay and to have final bill sent to me and I would mail in my payment I was denied this request as well. I was told they can take 30days or more to give me a call and in the meantime they are continuing to charge me for services I no longer use. I feel this company is taking advantage of me and will try to continue to take money from me and possibly try to fraudulently place claims on my credit if I don't allow them to continue to charge me. This is unjust treatment and I'm hoping to have assistance to resolve this matter. I have closed my account so this company can not unjustly charged me. I have mailed them certified mail/signature required my final payment $46.29 by cashier's check to their billing/retention. I took this action to try to protect myself. Please assist with helping me closing this account. I have provided copy of emails, contract, proof of mailing payment.

  Business Response

  Date: 11/07/2022

  We do apologize for your prolonged process of cancellation. Upon looking at the account, we need a 30-day notice before closing out your account. Since the notice was received on 10/18/2022, we would need to collect November's payment to close out your account. If you have any questions or concerns please call our office at ###-###-####.

  Customer Answer

  Date: 11/07/2022

   I am rejecting this response because:

  
  

  Titanium is stating another payment for November is required to close the account. I was informed by Titanium customer service department that October payment was required to close out the account which I provided. I was told that my request for cancelation would be escalated and sent to the cancelation department for them to contact me. I still have yet to receive a call from Titanium yet they require more money to close the account. Their repsone to my complaint to the BBB is their first response regarding this matter. They said to call if any further questions but the problem is they don't provide you with direct access to talk to the cancelation department, or management, or respond to emails sent to them. They say they require a 30day notice which we provided. However in the contract  The agreement states it can modified only in writing by the parties signed or duty authorized agent or the company is to provide a notice to the customer and provided the customer doesn't object in writing within 30days of receiving the notice. So, Titanium is going against their own contract. No further compensation should be provided to this company especially since they accepted the final payment check. This account should be canceled immediately and no additional charges or adverse actions should be taken against me. So I don't accept their response. I just want them to close the account and no longer do business with them ever again.

• Initial Complaint

  Date:10/19/2022

  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.

  Acct No. 3****2
  
  Like so many other complaints I have been attempting to cancel my account since 8/18/22. I have sent emails to their cancelation department as instructed and nothing has happen except being charged monthly. I speak with customer service reps who say wait for a call back, but that never happens. I am being held hostage by this scam of a company .

  Business Response

  Date: 11/01/2022

  To whom it may concern, 

  This account has been successfully terminated. If you have any questions regarding this cancellation, please call our office at ###-###-####. Thank you!