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:02/29/2024

  Type:Product 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 Lone StarAlarm Monitor for my house at ******************************************************* for over 30 years. I renew my contract on 5-1-2023 that cover one year for $526.00. I moved out from that house on 8-6-2023 and notified the company that same day and they picked up the alarm equipments on 8-30-2023. The company suppose to refund me the remaining 8 months of service.I asked *********************** for refund since 8-31-2023 and was told to send him E-mail. I tried to contact him over 10 times on both telephone and email. He returned one email saying he received my email but has otherwise never answered the phone or returned an email or phone call. They still have not refunded me. I can provide copies of my emails if necessary. Thank you.

• Initial Complaint

  Date:02/27/2024

  Type:Product 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 have been trying to receive a refund for service that was canceled.My 92yr old, father has been a customer of Lone Star Security for over *****. He moved into an Assisted Living Facility at the begining of 2022; he says he canceled his service. My dad was billed for monitoring in October 2022 and again in 2023. I am assisting him with his business affairs and noticed both charges had be automatically deducted from his bank so called their offices. I was first directed to ************************* in their cancelation department...I I let her know that the alarm not been armed for almost 2yrs, her response was "We would not know if the alarm is being used or not is the customer's responsibility to test the ******************** every 2 or 3 months to know if the alarm has signals" but forwarded me to *****, the regional manager (who was out of town).***** was sympathetic and remembered my father and said the charges would be reversed or a refund would be processed. That didn't happen either, ***************** in accounting said charges could only be reversed within 3 days of processing and that a check would be sent. That was on Oct 26th.... In November ***** said he was behind. My last communication from ***** came on Jan 29th after I threatened to take the matter with BBB and my bank...he responded "Thank you. I had yes overlooked this. Much else has distracted me. Ill get it squared away by Friday" which was Feb 2nd...While I believe we are due a refund for $263.40 paid in Oct 22 (prepayment for 2023) and $263.40 paid in 2023 (prepayment for 2024), we are resolved to accept $263.40.Today is Feb 20th and still no refund.This is disappointing - again my dad is 92yrs, this is too much for him to take care of without help; perhaps their hope is that elderly customers will forget and they can keep money for services that aren't rendered. It shouldn't be this difficult.

  Customer Answer

  Date: 03/08/2024

  REF: Complaint #******** Greetings Following my threat to report this matter, ********************* finally sent a refund check in the amount of $241.45; while this is not the full amount due we will accept this as settlement. However, the time this has taken to resolve this matter is less than satisfactory. Thank you *********************************

  Sent from ********************************* (

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

  )

   

• Initial Complaint

  Date:02/28/2023

  Type:Customer Service 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.

  Prior to my tenure at *********************** we may have had a security monitoring contract with Lone Star, but we have no paperwork. We have tried to cancel the service without success. Recently we have received calls from what seems to be a middle aged male. We have requested to cancel the service instead of giving him our credit card information so we at least have something in writing. He has failed to send us any e-mails. He called again today and after we asked 3 times to provide us with the e-mail address he is sending the bill to, he stated an incorrect e-mail. It is not clear to us what we owe as nothing is being sent. We only want to cancel the contract if there even is one.

  Business Response

  Date: 10/17/2023

  Apparently, the complaint was not previously in charge of the firms AP. He complains that we used an email that we were given, that was no longer the one he used. He did not mention that we had MAILED the invoices several times and called repeatedly. Once he actually responded and said he knew nothing about the alarm system, that they used every night, he was sent a copy of the Agreement. He still did not pay the bill. The service was shut off for non payment. The bill was still unpaid. After we noticed them as to legal action, their attorney contacted us, The attorney received a copy of the Agreement and the unpaid invoice and They paid their bill. Wole lot of drama instead of just paying the bill.