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Business Profile

Security System Monitors

Alarm New England

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Security System Monitors.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/23/2024

    Type:Order Issues
    Status:
    Resolved
    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 filing this complaint after previous communications about a malfunctioning smoke detector. After an initial very confusing response from the alarm company and monitoring service, I was hopeful that the issue would be resolved promptly. However, it has now been three weeks without any further communication or resolution from their team.

    What started as a simple request for assistance and a minor malfunctioning smoke alarm has turned into a frustrating experience, leading me to seek out a new alarm company. The responsiveness and professionalism of the new provider have highlighted the shortcomings of Alarm New England.

    More than the lack of communication/response I am particularly concerned about your contract terms, which I find onerous and contradictory to industry standards, based on conversations with other providers. The automatic renewal of a three-year contract to a five-year term is quite unusual and raises significant concerns for me as a customer.

    Despite my request to hold alarm reporting and my numerous emails seeking assistance on our account (which have been attached to this complaint) I have yet to receive a resolution. This lack of communication and support is seriously disappointing, especially considering my five years of loyalty to your company.

    I am looking to have this matter addressed promptly. An acceptable resolution would be FULL cancellation IN WRITING with NO FINANCIAL PENALTY and no more automatic billing to our business due to the ongoing issues, as well as the release of equipment (alarm panel and IMEI) to our business. That's a simple request.

    Business Response

    Date: 10/04/2024

    Our Customer Service Department has reached out to our customer and this has been resolved to the customer's satisfaction.

    Thank you to our customer for the opportunity since 2019, we wish the best of luck with their new service provider, and we're if we can be of service again in the future as we continue to learn and Do The Right Thing for our customers.

    Best Regards,

    Cindy

    Customer Answer

    Date: 10/04/2024



    Better Business Bureau:



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




    Sincerely,



    ****** ****

  • Initial Complaint

    Date:06/14/2023

    Type:Billing Issues
    Status:
    Answered
    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 6/13/23 I had Alarm New England sent a tech to my house to remove to window sensor from my house alarm because I'm having the windows replaced soon. The price to do this is $109 for the first 1/2 hour and 27.50 for each fifth teen minutes after that. The Tech arrived at my house at 8:10 and departed at 8:22. When he filled out my paperwork I made a comment to him that I was well within the 1/2 hour and it should be only the 109.00. He didn't comment and had my husband sign the paperwork as I was at the top of the stairs. He put a start time of 8:10 but did not put a stop time on my paperwork (attached). I called to ask about the stop time and was told it was documented at 8:42 which is not correct. I have security cameras that cover my property and I have the video clip. I can't attach the video to this but will be happy to share it with you that shows him arriving at 8:10 and leaving at 8:22. I called Alarm New England and they told me my bill is 139.00 which is for over a 1/2 hour. This is fraud and they did it to me when they installed my system in 2021 and I was charged for an extra hour. I called and no one ever called me back. I was having some health issues back then and just didn't have the energy to fight them. Since this is such a scam, I shouldn't even have to pay this bill just to teach them a lesson.

    Business Response

    Date: 07/14/2023

    A call has been made to this customer to apologize for the clerical error and customer was not charged for the service call.

    We kindly ask the customer to withdraw this complaint with the BBB.

    Thank you

  • Initial Complaint

    Date:01/18/2023

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 first talked to the sale rep i told him i needed window contact but what i got was 3 motion . then when i tried to get the window contact only if a tech come out …. if i a buying these items i can put them on my self

    Business Response

    Date: 02/17/2023

    Good afternoon *******,

    I'm looking into this as one of our managers reached out to the customer on 1/17, waiting on an update.

    Thanks for following up and talk soon.

    Cindy

    Customer Answer

    Date: 02/17/2023



    Complaint: ********



    I am rejecting this response because:

    i have not heard from anyone

    Sincerely,



    **** *****

    Business Response

    Date: 02/23/2023

    Our team has contacted the customer and left a couple of messages,  we are waiting to hear back to resolve the customer issue to his satisfaction.

    We will reach out again.

    Thank you

    Customer Answer

    Date: 03/17/2023

    request that the closing be marked to resolved

Alarm New England is NOT a BBB Accredited Business.

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