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:09/17/2025

  Type:Customer Service 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 writing to file a formal complaint against Security Alarm Corporation located at ********************************************************************************************. for failure to provide a service for which I paid and for failing to honor their product warranty . I am seeking a full refund of $********* January, 2025, I called for service home camera repair service. A technician from Security Alarm Corporation was dispatched. The technician diagnosed the issue as " water in the camera"and determined the original needed to be replaced. They informed me they did not have my model in stock but would replace it with a newer, different model. They said it will worked fine. The new camera system failed to work properly while still under warranty, leading to repeated service calls over the course of several months. Technicians were sent multiple times and replaced cameras on each visit, but non ever functioned correctly.During the most recent service call, the technician stated the issue was not the camera itself, but the *** System and suggested the entire system needed to be replaced. I did not agree to this and requested a full refund of $518.65as the original repair was never successfully completed and the camera has been non-functional for many months. The service was not performed as agreed, and the replacement was never worked right and I have been left without a camera. They took the camera with them when they left. The company has failed to resolve the issue despite multiple attempts, and I believe a refund is the only fair resolution.Sincerely, **** ******

  

  Business Response

  Date: 09/23/2025

  System Installation &Initial Service:
  The system was installed in March 2019. On August 6, 2019, it was struck by lightning. We replaced the network video recorder (***) at no charge as a courtesy, and at that time,all cameras were functioning properly.  The lightning strike damage was not covered under warranty, yet we replaced the *** in good faith.
  
  Service Call January 2020:
  On January 16, 2020, we replaced the front door recessed contact at no charge as this was repaired this under warranty.
  
  Camera Replacement January 2025:
  In January 2025, customer reported that one of the cameras appeared blurry and may have experienced water intrusion. A new camera was installed on January 30, 2025, and the system was functioning correctly following the replacement.  This repair was not under warranty and was billed for $518.95 as this was a repair for a system which was installed in March 2019 and the warranty had expired by January 2025.
  
  Recent Camera Issue 2025:
  Recently it was reported that the camera installed on January 30, 2025, was no longer working. Our technician visited at no charge and installed a new camera; however, it was intermittently powering on and off. Upon inspection, the technician diagnosed a failure in the *** portal, indicating that the *** installed in 2019 needs to be replaced.
  Since the *** portal is not functioning, the camera was removed, as it could not operate properly. Customer was not billed for the service call or the replacement camera.  The camera which was replaced in January 2025 was damaged due to water intrusion. Since that replacement, the *** had failed due to a bad network port which was unrelated to the water intrusion.
  
  Security Alarm Corporation has provided ongoing support for their system over the years. To date, we have billed for a camera replacement, not covered under warranty, in January 2025 due to water intrusion which $518.95. Our technicians, service coordinators,and staff have thoroughly explained the situation to her on multiple occasions.Unfortunately, despite our efforts, she has not accepted the proposed resolution.
  

  Customer Answer

  Date: 10/06/2025

   
  Complaint: 23896476
  
  I am rejecting this response because: technicians repeatedly failed to diagnose the core problem. They wasted time and resources by attempting to replace cameras multiples time. the inconvenience of these repeated service visits were due entirely to the company's diagnostic incompetence, not any fault of mine.

  After failing to fix the initial problem, they now proposing to purchase a new NVR. I refuse to purchase a new component when the initial system's failure compounded by your service team's. 

  Most importantly, the company technician removed a camera that I had previously purchased and paid for, I demand the immediate return of the camera your team remove from my property.

  
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 10/21/2025

  I spoke with **** ****** at the provided daytime telephone number.  Since the camera port on the *** is bad, we cannot install a replacement camera.  Rather than return the camera that cannot be used with the ***, we are going to refund the amount we charged to install the aforementioned camera for $518.65.  Please confirm so that we can close this matter.

  Customer Answer

  Date: 10/23/2025

   
  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:10/22/2024

  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.

  I am not a customer of this company at the moment ,but when the hurricane start in October 2024,and when electricity was cut off siren started all over the house. The contract was cancelled in 2011 and I don't understand why the siren continues in my house. I called to port charlotte office and tried resolve problem, they asked me to pay $180 Now I stay without power in bathroom ,corridor to garage and 1 refrigerator. I can't afford to pay $180 to a company if don't have contract with them. They need to fix the problem ****. Otherwise, if the problem is not solved ,I will have to contact other organizations and write complaints to all authorities.

  

  Business Response

  Date: 11/19/2024

  This complaint is not from a customer of our company because they do not purchase alarm monitoring services or ongoing maintenance services for their alarm system installed in their premises.  We disconnected alarm monitoring services for the complainant in the past pursuant to the complainant's wishes to cease our services.  Standard industry practice, and thus standard practice for our Company, when monitoring services are disconnected the alarm system is left fully operational to the extent that it can be without live monitoring from our company; we do this to allow the owner of the alarm system to use their system on a local-alarm-only basis, without transmitting alarm signals to our central station, to enable the owner of the system to enjoy its use and functionality without our monitoring services.  The former customer of ours owns their ******************** system as it is installed in their premises.  It is the owner's responsibility to operate and maintain their alarm system.  In this case, the system was damaged by a storm event and due to the storm damage, and no fault of our company, the alarm was causing false alarms.  The alarm system is akin to an appliance installed in a home that must be maintained and operated by the owner unless the owner of the system purchases a service agreement under which the alarm system is our responsibility to service, that is not the case here.  We quoted the customer our normal rate to service their ******************** system which is standard practice in our industry and all other service industries.  This complaint is unfounded as we had no duty to service the alarm system at all and certainly not at our cost.  In summary, this is an owner of an alarm system which is not monitored by our company, nor under any service agreement with our company, who refused to pay our fee to service the equipment they own and which is their responsibility.

  In an act of kindness and given the challenging circumstances following the storm event, we sent a technician at our cost to silence the alarm system and the complainant stated they were satisfied.  We respectfully request this complaint to be retracted for twofold:  1) it is not our company's obligation to provide free service to those who do not have a service agreement with us and 2) we decided to silence the alarm at our cost as a sign of goodwill and thus the complainant's issue is resolved at no cost to them.