Complaints

This profile includes complaints for Uxari's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Uxari

  13130 Westlinks Ter STE 10 Fort Myers, FL 33913-8651

  
• 

  Uxari

  2885 S Congress Ave STE C1 Delray Beach, FL 33445-7336

  
• 

  Uxari

  6222 Tower Ln Unit A6 Sarasota, FL 34240-8887

  

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:07/11/2025

  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.

  EXPLANATION OF DISPUTE I am disputing what I believe to be deceptive and unethical business practices committed by a home security company operating under the names Uxari, Arqai, Vitex and possible other names. As a consumer acting in good faith to protect a vulnerable household including my special-needs son, I was misled and taken advantage of by this company. Their conduct has caused emotional and potential financial harm. It may appear to target individuals who may be less equipped to navigate complex or intentionally deceptive service agreements.I contacted the company to secure our home with a reliable security system, trusting their reputation as a provider of a model homes in ?After installation, I discovered the company had installed outdated and malfunctioning devices, including a thermostat ?Within days, the security cameras failed, and I contacted the company to cancel within the legal grace ******* as allowed. My request was ignored. They did not send me out a cancellation form.?Despite my explicit refusal of additional service visits, they sent a technician anyway and charged and stored my credit card without permission.?The company also failed to provide an itemized invoice and cancellation form. The contract includes vague and buried terms not disclosed at the point of sale. It appears designed to confuse or deter proper consumer review. You sign thinking it is for the agreed items your choice, but it is for the non-stated agreement then the email link vanishes. Also, they try to cover up by sending stall emails until time runs out but do not directly resolve ? Despite me making a timely cancellation request, the company did not honor their own terms. I attempted to resolve the issue directly with the company, speaking to at least eight different people. Nobody has provided a formal process for removal of equipment /refund. I wanted to work

  

  Business Response

  Date: 07/14/2025

  On 7/14/25 our management team made multiple attempts to contact via phone to no avail. Messages have been left. Additionally, a follow up email was sent. Our team will send an update once contact is made.

• Initial Complaint

  Date:04/25/2025

  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.

  1. system contract signed & paid for 4/17/25 - $2,866.94 2. system installed 4/23/24 - tip $50 3. 4/23/24 - present $297 ( $45 activation fee+monthly monitoring $21/mo x 12 mo = $252)4. Oct 2024 - March 2025 $80 tips for several service calls that NEVER resolved the ***** DOOR BEEPING complaint. 5. service call fees on above- $263.94 6. security system constantly having issues - one issue that NEVER was resolved ***** DOOR BEEPING. 7. I installed new batteries several ************* was reset remotely several times. Several techs came to the house. unbeknownst to me the tickets NEVER cited the front door beeping! Everything that was done was a temporary fix to the front door beeping within three days of them leaving the front door would beep again. The last technician came March 2025. The panel that was replaced on an earlier visit because it was defective when originally installed BUT NOW the new panel was installed incorrectly. This technician fixed that problem and I said, now the front door will stop beeping? she checked & found that when the lock was originally installed, the door jam hole wasnt deep enough!! she fixed that. 3 days later the front doorstop was beeping. I was informed I would have to pay again for a service call on an item that has been an issue since the first day of installation! their system does not-show anything about a front door beeping because there has always been another issue?! my complaint ***** DOOR BEEPING has never been documented on their end! I requested for them to look up the ALL the transcripts & send them to me. They refused but would listen to the most recent & call back in a few days to verify me stating front door beeping. they never did called back! if i want the issue resolved i need to pay for another visit. unfortunately, I can no longer put my time, energy or money into this company. All I wanted was a working system & not to continually pay$ for a non working system which is on the last transcript!

  

  Business Response

  Date: 04/28/2025

  Customer has been contacted regarding her complaint: 4.25.25.
  The customer is scheduled to return to town on 4.30.25.
  Our tech manager is scheduled for a site visit 5.1.25 (afternoon appointment).
  She is satisfied with the solution. She has agreed to revoke her complaint once we satisfy her technical issues.
  
  

  Customer Answer

  Date: 05/06/2025

   
  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:02/19/2024

  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.

  The company installed 2 motion sensors that do not work in my small and large garage. Every time they try and fix them as of last month.... They now say they sold me incompatible equipment. Why would they sell somone something that does not work? I want what I paid for andcI want it to work.

  

  Business Response

  Date: 02/20/2024

  Voicemail was left for the homeowner by the ** of Operations on 2/20/24 10:30am. 

• Initial Complaint

  Date:01/12/2024

  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.

  Security monitoring was cancelled without notice and formal communication. Breach of contract. - terminated service with no recourse Good standing customer over 2 1/2 years paring ***** plus over **** in products.

  

  Business Response

  Date: 01/16/2024

  Our VP of Operations was able to speak with the homeowner on 1/15/24.  He stated the BBB complaint was initiated as he was frustrated with the events, not realizing it was driven by his ***. The *** decided not to renew the Bulk Monitoring Agreement with us as of 12/31/23 and then terminated negotiations with a new home security vendor on 1/12/24 pointing the blame at Uxari. The homeowner had not seen the Notice of ******************** that was sent on 11.28.23  to all subscribers.  The homeowner's email address was confirmed to be correct. He acknowledged as such.  His frustration is with the handling of this by his *** now that he is clear on the entire picture.
  
  He had great things to say about our staff all the way around. Likewise, he has signed a new agreement.  He did not care what the *** was doing, he wanted to stay with Uxari.
  
  We have reactivated his services, and all is complete.
  
  He will withdraw the complaint from BBB as he understands and agrees Uxari is not at fault.
  

  Customer Answer

  Date: 01/16/2024

   
  Better Business Bureau:
  
  I spoke to the ** Operations yesterday and he was able to help resolve the complaint 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/01/2023

  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 am moving to another home and UXARI refuses to end my contract. They have told me I must payout for 13 months that are left, at $37 a month! No alarm company is this inflexible. I dont even remember ever signing a contract at all. It costs them NOTHING to shut off my service and I have been loyal and paid on time for the past 6 years. I will NOT be recommending them to anyone unless they make this right with me.

  

  Business Response

  Date: 09/05/2023

  Good day,

  On September 5, 2023, our COO attempted customer contact via phone, the call resulted in leaving a voice message.

  Customer Answer

  Date: 09/08/2023

   
  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.
  The COO contacted me and was very helpful and understanding of my concern. I no longer have an issue with this company.
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/05/2023

  Type:Sales and Advertising 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.

  we purchased a home in Artisrry and was forced to use their low voltage company. first they took our $ and said they never received it called the bank and they had they threatened to not ship our equipment or provide the survice if they didnt receive an additional wire so being under the gun we then resent it. again they claimed they didnt so we called our bankn again and they had both wires in their account our bank had to retrieve our money. then they were supposed to recieve equipment and installation today. they never shipped the items needed and they refuse to help im any way

  

  Business Response

  Date: 07/06/2023

  A phone message was left for the homeowner yesterday. The call from the homeowner was returned this morning.  He acknowledged that his wife filed the complaint based on the trouble they had from the start with the wire transfer payment which was a result of a disconnect between both banks preventing the timely scheduling of installation. Yesterday, the 2 technicians completed the job, and the homeowner is 100% happy with the result.  The technicians were tidy and professional.  They left the workspace spotless.  Additionally, all members of the household got a thorough tutorial. In response to me following up from an executive level, he agreed to contact BBB to remove the complaint.  He felt I took appropriate actions to address their situation.

• Initial Complaint

  Date:09/08/2022

  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 have contacted the company on numerous occasions (phone, email, third party) to cancel security monitoring of my previous home **********************************************************************. I sold the home on May 18, 2022, and therefore no longer need alarm monitoring services for it. However, Uxari wants to continue to charge me till the end of the year, citing contract agreement after I upgraded the alarm system. I paid for the upgrade and it was necessary because they would no longer support the old system. I would like them to cancel my account and credit me back any monies paid after May 18, 2022.

  

  Business Response

  Date: 09/14/2022

  Our executive team made contact with the homeowner on 9/13/22 to gain a better understanding of the complaint. Our findings uncovered there was a miscommunication back in May where our team did not receive the required formal cancellation letter, which is a requirement for security companies to be relieved of any liability. As a resolution, the homeowner sent our team the formal letter cancellation and we refunded for charges dating back to May. This resolution was acceptable to the homeowner. 

  Customer Answer

  Date: 09/15/2022

   
  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. I would like to clarify that prior to my complaint, I was never offered the option for cancellation or a method/form for such. However, Uxari was highly prompt and diligent post-complaint in contacting me, providing the form, and completing cancellation of billing and reimbursement of charges. I am very satisfied with their resolution of the issue.
  
  Sincerely,
  
  ***********************************