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:06/27/2025

  Type:Order 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.

  A representative by the name of ******* ********, phone **************, came to our house on May 24, 2025 soliciting business to switch our alarm system from ****** to ASG. He stated that Vivint would no longer be practicing in the state of ********, which we found to be incorrect when contacted by a representative from Vivint by the name of ***** **** *********************** on 6/26/2025. In fact, Mr. **** advised that there were several others in our neighborhood that were given the same deceptive story by *** representatives. In convincing us to sign up with ***, Mr. ******** stated that *** would pay off any balance we owed to Vivint, which I told him I thought we were almost done paying that contract off. He lied to our faces and told us that we still had another year left on our contract with ******. It turned out that our contract with ****** was paid off through ************** on May 29, 2025. The Vivint representative by the name of ***** **** asked us to contact *** to see if we could cancel our contract with ***. We did, in fact, contact *** on June 27, 2025, and we were told by an agent named **** that it was too late to cancel this contract, even though we were deceived by their representative. The *** agent then told us that he would forward our complaint on to management, at which time he was advised that we would be filing a complaint with the Better Business Bureau.

  Business Response

  Date: 07/08/2025

  We take all customer concerns seriously and appreciate the opportunity to respond to the allegations made. After thoroughly reviewing the complaint and our records, we respectfully refute the claims based on verifiable evidence, as outlined below.
  Allegation of Deceptive Sales Tactics:
  The claim that our Sales representative misrepresented ASG as being affiliated with or taking over Vivint is categorically false. We have recorded audio documentation from the interaction in which our representative, clearly and transparently states:
  Are you aware that *** is not affiliated with ****** and that ****** did not go out of business?
  The customer clearly acknowledges understanding this statement. This recorded confirmation contradicts the allegation and demonstrates that our representative did not attempt to mislead the customer in any way regarding Vivint.
  Access Personal Information and Promise of Buyout:
  Due to the nature of Vivint's operations as a security company, customer account information, including contract status, payment history, and termination details, is considered confidential and is not accessible to external parties. Therefore, there would be no way for Mr. ******** or any ASG employee to obtain definitive information regarding the remaining balance or end date of the customers Vivint contract.
  As part of our standard onboarding and transition process, all customers are informed of their responsibilities concerning prior service providers. In fact, during the recorded Welcome call, our representative clearly asked Mr. ***** *****, the account holder:
  A. "Have you been made aware that neither *** nor any of our affiliates are responsible for canceling your *************** Ultimately what that means is that we can send the cancellation letter, but it is your responsibility to cancel your previous alarm system. Does that sound correct?"
  B. "Your representative has promised you 100% buyout, is that correct?"
  
  
  Mr. ***** clearly acknowledged and understood both statements and confirmed his agreement. This confirms that the terms of the buyout were both disclosed and acknowledged during the sales process.
  To reiterate, if a customer does have a remaining balance with their prior provider at the time of installation, it is ASG's policy to pay the outstanding balance as part of the agreed-upon buyout. Provided the terms and documentation requirements are met. If it was later determined that there was no remaining balance, then no payment would have been necessary or processed.
  
  
  
  Conclusion:
  We understand that transitions between service providers can sometimes be confusing, especially when similar services are involved. However, our team made every reasonable effort to be transparent and ensure that the customer was fully informed before proceeding. The recorded evidence directly refutes the allegations made in this complaint, and we respectfully request that the BBB consider this information in evaluating the validity of the claim.
  Please feel free to reach out if additional documentation or clarification is required.

• Initial Complaint

  Date:06/02/2025

  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.

   
  Complaint: 23374455
  
  I am rejecting this response because:This was the original agreement.  They were supposed to have already sent a check. I made it clear I couldn't afford 2 security  systems.  They lie and say check has been sent, but I never get it. I also am paying for equipment from ******,  that they agreed to pay off. I only have been with *** a month and a half, and they have broken our contract from day one.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 05/29/2025

  Thank you for your patience, and please accept our sincere apologies for the delay.
  We are currently preparing your check for mailing and will send you the tracking number as soon as it has shipped.
  Additionally, we apologize for the delay in receiving your stickers. They will be mailed out from a separate facility at the beginning of the upcoming week.
  We appreciate your understanding and are working to ensure you receive everything as soon as possible. If you have any questions in the meantime, feel free to reach out.

  Customer Answer

  Date: 06/02/2025

  On Wednesday April 23, 2025 ******* ******* came to my home with offer of security system. We already had ****** & were still in contract with them. He offered to pay ******'s contract off, and pay off the remaining loan we had for equipment with them. He promised to pay off everything so we didn't have 2 loans for security. After installation, he promised to send windows *************** signs in about a week. They were out. After waiting more than a week, I reached out asking for ***************** He had a tech bring over signs late the next evening. I still don't have stickers, and the promised check for Vivent has not come. Been over month. Contract says they must provide stickers, but after repeated asking for **************** ******* isn't getting back with me.

  Business Response

  Date: 06/05/2025

  We take all customer concerns seriously and appreciate the opportunity to respond to the allegations made. 

  Thank you for your message, and please accept our sincere apologies for the delay in shipping your stickers.
  We understand the frustration caused by the wait, and we genuinely appreciate your patience. We're pleased to let you know that your order was shipped this past weekend and is currently en route via ****. You should receive your stickers very soon.
  Wed also like to clarify that while the delay is regrettable, it does not constitute a breach of contract, as we remain committed to fulfilling all agreed-upon obligations. We value your business and are excited to continue building a strong and lasting relationship with you.

  Customer Answer

  Date: 06/11/2025

   I still have yet to receive my stickers. I did receive a check to pay off my Vivent.  However, I still have an outstanding amount to ******** bank for the amount of $452.30. I enclosed a screenshot of this. It was for equipment provided by ****** when I upgraded. 

    I was supposed to have already got all of this per our contract.  Obviously this company thinks its okay to get things done when they get around to it? Worried now about how they respond to an actual alarm? Calling an alarm in 2 months later isn't why i wanted a security system . 

  Also My Vivent security sign was stolen by ******* *******.  He pretended to be Vivent doing an upgrade to gain access to our home, and promised to have everything paid off with Vivent within week or two. 

    Not sure why after all the lies by this company,  they think I could ever trust them to monitor my home & keep us safe when deceit and false promises got me to sign a contract with them. We were also told this was a local company,  not one out of California. 

  Business Response

  Date: 06/18/2025

  Buyout Coverage
  Please note that in the recorded audio of your welcome call the representative clearly and transparently states:
  Are there any other promises or committements not included in your agreement that we should be made aware of?
  The customer clearly states no acknowledging that they were not promised a buyout. Now, it is ASG policy to help cover our customers buyout. It appears that in your attachments ******* ******* offered a $675 check to be written which you have confirmed to have received. If you would like us to evaluate your remaining amount of $452.30 we will need the original contract from ******, the final bill from Vivint, and the payoff with Citizens to determine the eligible amount. You can email this to ****************************************************************************
  

  Allegation of Deceptive Sales Tactics:
  The claim that our Sales representative misrepresented ASG as being affiliated with ****** is categorically false. We have recorded audio documentation from the interaction in which our representative, clearly and transparently states:
  We are aware that you do not have an existing alarm, Is that correct?
  The customer clearly acknowledges understanding this statement. This recorded confirmation contradicts the allegation and demonstrates that our representative did not attempt to mislead the customer in any way regarding our affiliation with *******
  

  Missing stickers
  We have mailed stickers twice. I will work with scheduling to determine if we can have a tech drop those off to you.

  Customer Answer

  Date: 06/22/2025

  I am rejecting this response because: I sent you a copy of my remaining Citizens pay. I will include another attachment of it again. 

  I sent you a screenshot of your hired salesman promising to pay off both Citizens & Vivent.  I will include it again. 

   I noticed you didn't respond to your salesperson taking my Vivent sign. I got security to keep my home safe from thieves. 

  I don't  trust this company.  Would prefer to not have ever even heard if ASG. I should have already had my old security paid off, and everything ASG promised in contact done. 

    That means breach of contract.  Rescission is what is best. I've only been with ASG 2 months, and you can't even get windows stickers to me. 

    

  
  

• Initial Complaint

  Date:06/02/2025

  Type:Service or Repair 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.

  I am an have been a Vivint Home security customer for several years. On 4-28-25 a man came by home and identified himself as a person who worked as part of Vivint. He had all of my information including how many years I had been a Vivint customer, my phone number and my monthly payment. He told me that due to my 10 years of being a loyal customer I qualified for all new equipment and that it would be free. His name is ******* C. ********* and he left me a card that said ASG Security. He did not give me any paperwork at all. He totally mislead me and used my Vivint information to do so. I am a senior citizen on a fixed income and was basically tricked. a different person came and installed the equipment. It worked for a few days and then never worked again. I called Vivint to come fix it and that is when I found out they weren't associated with them. I told them that they had all of my information about my years with Vivint and how much I paid monthly. Vivint asked for his name and is investigating on their end as well. They have installed all new equipment for me. Now I am receiving request for payment from some finance company that I never heard of. the signatures on the papers they sent me do not match mine. They don't even match on the different pages. I am not using *** equipment nor did it work when it was still installed. The alarms went off and no one ever called me nor did they answer my phone calls. ******* answered my call one time when I wanted to report it not working and now will not answer at all. I need *** to know what their employees are doing and I also need them to get this equipment and remove this fraudulent financing from me that I did not sign for. This is unacceptable and unethical to treat senior citizens like this. The amount financed fraudulently is ******* at 8.99% rate a total of ********* That is ridiculous. I will also be filing against this finance company as well for fraud. **************** ****************

  Business Response

  Date: 06/05/2025

  We take all customer concerns seriously and appreciate the opportunity to respond to the allegations made. After thoroughly reviewing the complaint and our records, we respectfully refute the claims based on verifiable evidence, as outlined below.
  Allegation of Deceptive Sales Tactics:
  The claim that our Sales representative misrepresented ASG as being affiliated with ****** is categorically false. We have recorded audio documentation from the interaction in which our representative, clearly and transparently states:
  Are you aware that *** is not affiliated with ****** and that ****** did not go out of business?
  The customer clearly acknowledges understanding this statement. This recorded confirmation contradicts the allegation and demonstrates that our representative did not attempt to mislead the customer in any way regarding our affiliation with *******
   Allegation of False Pretense for System Replacement:
  It is further alleged that our representative claimed the replacement of the security system was necessary for maintenance purposes. This is also untrue. Nowhere in the recorded interaction does our representative suggest that maintenance or service on behalf of ****** was needed. Our representative communicated that ASG Security is a separate entity and that we were offering a new systemnot replacing or servicing an existing one under false pretenses. The customer again acknowledged understanding this distinction during the conversation.
  Allegation of Targeting a Vulnerable Individual:
  We treat all of our customers, including senior citizens, with the utmost respect and care. In this case, we have audio documentation confirming that the customer clearly understood she was entering into a new agreement with ASG Security. Additionally, the representative confirmed that the responsibility to cancel her previous service with ****** rested with the customer, which the customer also acknowledged.
  ASG Representative asked: 
  Is there anyone who makes your financial decisions that a representative should speak to regarding your decision to have an ASG security system?
  
  
  Have you been made aware that neither ASG nor any of our affiliates are responsible for canceling your Vivint service?
  The customer confirmed she understood this.
  These statements and confirmations indicate the customer was not misled, pressured, or confused about the nature of the transaction. Our representative followed protocol in ensuring the customer fully understood her rights and responsibilities.
  
  
  Conclusion:
  We understand that transitions between service providers can sometimes be confusing, especially when similar services are involved. However, our team made every reasonable effort to be transparent and ensure that the customer was fully informed before proceeding. The recorded evidence directly refutes the allegations made in this complaint, and we respectfully request that the BBB consider this information in evaluating the validity of the claim.
  Please feel free to reach out if additional documentation or clarification is required.

• Initial Complaint

  Date:05/31/2025

  Type:Service or Repair 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.

  One of the ASG security company sales **** walked up to me in my driveway while I was getting out of my car and pretended that he was from my current security company ******* and acted like he needed to check my system. The entire time he was talking to me he never once stated he was from a different company and he lied to get into my home. He used fradulent and unfair business practices and was not forth coming about anything. Then when the tech came to place the new equiment he broke some of the old equiment. I am trying to cancel my service, which is within my right per California State Law but they are claiming that nobody is in office to handle that so I need to call back Monday. I am afraid they will say I missed the window.

  Business Response

  Date: 06/03/2025

  We take all customer concerns seriously and appreciate the opportunity to respond to the allegations made. After thoroughly reviewing the complaint and our records, we respectfully refute the claims based on verifiable evidence, as outlined below.
  Allegation of Deceptive Sales Tactics:
  The claim that our Sales representative misrepresented *** as being affiliated with ****** is categorically false. We have recorded audio documentation from the interaction in which our representative, ****, clearly and transparently states:
  Are you aware that *** is not affiliated with ****** and that ****** did not go out of business?
  The customer clearly acknowledges understanding this statement. This recorded confirmation contradicts the allegation and demonstrates that our representative did not attempt to mislead the customer in any way regarding our affiliation with *******
  These statements and confirmations indicate the customer was not misled, pressured, or confused about the nature of the transaction. Our representative followed protocol in ensuring the customer fully understood her rights and responsibilities. Furthermore, the customer has successfully contacted *** and exercised their right to cancel the *** system within her right of rescission period.