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:02/22/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 Used Geo Arm Alarm- 6 yrs. Not only did they sell us 2 cameras $362.that didn't work as they said-no better than $69. cameras-but refused to return Any of our money after they said in writing they would. Still charging for surveillance w/no camera! They did offer to send back if we sent a shipping label! Returned to them in new condition.Recently had a broken window on the car. Police said buy cameras to watch front/back yard. Immediately bought 2 for $69..Saw nothing at night, bought motion lights. We called GEO. +told them what we needed. They wanted $350+tax + $5. to our monthly bill .1st question "would it be able to see at night outside? We were told that these were Professional Grade +would have nighttime visibility. They immediately added $10.+ $350+ shipping.The camera arrived. We spoke to tech -put them up where they told **. No better picture. I called tech *** + He said we should have been told we needed OUTSIDE cameras +.they didn't sell them.."check this evening". *** told me they were Not set up to monitor. I asked what the $5. was for.? No answer. I went outside-nothing We called + said we want to return. **** wrote ** there would be a 25% "RESTOCKING FEE" or speak to a tech to have that over ridden and get a case #.None available for 5 days, on 14th .We had until 17th to return. I didn't think it would be a problem since "***" told me these were Not good for night time + we needed to buy outside cameras. He said that he couldn't do anything about the 25% restocking fee +I had to speak to ***** (owner) for case #."*** said "Restocking fee for box..I had the box .***** talked OVER ME when I explained we had told Sales we needed cameras that worked at night for outside surveillance .He called me a liar. He also refused to remove the extra $5. to monthly bill.Why would we buy them then +pay extra $5. a month? We packed carefully in its box, padded, sent 1st class w/ tracking-it arrived next day -then We were told NO REFUNDS. We have Shays email!

  Business Response

  Date: 02/28/2023

  Dear BBB, thank you for being a forum for consumers who need to vent. We agree with the BBB statement beginning with " there are two sides to every story" but in cases like this there is only one. The consumer is right. Our response has been to issue a full refund for the returned equipment and service charges.

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19426833
  
  I am rejecting this response because: It is completely untrue. We asked Discover to investigate +refund the money. ***** called us screaming. We called Discover to show them his response to BBB saying he is refunding. They say he is not responding to them and has not refunded. *** refused to remove the extra monthly charges. They are paid through March 2023(1 month advance).Last week- I received an email trying extort more money for "restocking"+ ***** shipping + $40. for ************* fee? $140 + or they will turn off my service. (Which they have). I had to cancel my bankcard for fear they would charge me for equipment THEY HAVE (see their response where they admit they have the equipment and are wrong)+ service they aren't performing. A security company you need protection from.
  We had to get a new Company. Geo Arm -Call Discover and release the funds and I will accept your response- otherwise we are taking further action.
  ****************************************

  Business Response

  Date: 03/13/2023

  This matter has been closed and will not be addressed further.

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19426833
  
  I am rejecting this response because:see 3 pages of attachments 1) Discover card payment 2). Charge for month of March + 2 days in Feb. 3). blackmail email from Owner to continue service already paid for saying if not paid by 24th I would be shut off $149.39 

  Discover Card made attempts to contact GEO and they refused to answer. *** never released the funds and continued to attempt to charge my bankcard which I had to cancel to protect myself from a **************** who was supposed to be protecting me. ******* has the dates and attempted charges. I was forced to secure another company in f/eb even though the March payment was made a month ahead. see their info (on link) for how they charge I have every receipt for $15.90 going back 6 yrs. My husband was given a conditional refund pending investigation and he was told the above that the money was not released nor would they speak to them. I am out the $25.48 and had to get a new card because they continued to attempt to charge me after threatening to cancel. Never mind the money we had to put into a new system. we would like them to release our funds to Discover, refund the unauthorized charges. If you read the letter threatening/blackmailing me for $149. after having a month ahead you see how ******** this sounds-both asking for re stocking fee(obviously they didn't return or /refuse acceptance of the Alarm)and we have the letter from his employee stating we would have to pay restocking or get a case # from the tech who said he had no authorization and also said that the equipment needed was not available from their company. And also requiring the bank return fee and a shipping(why would they charge restocking and shipping) and why the bank fee if they were returning the money,as per their answer to you. Where is their documentation that they returned or released our funds? We have the receipts for trackingalthough they admitted it to you and in the letter above.

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

  Business Response

  Date: 03/15/2023

  This matter is closed and will not be reopened..

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19426833
  
  I am rejecting this response because: Not only will they not speak with the bank and release funds...they threatened ** and tried to blackmail money for nothing. Restocking fees? Shipping? Bank fees? No documents to support him. If they didn't want to refund it-it should have been disclosed before purchase and certainly when ****** wrote ** to tell ** there would be a restocking fee if we didn't get a case # from the tech. The Owner says he hates **'ers (his customers) and I gather this is some sort of weird payback. I now receive letters every few days asking ** to pay and I have filed each and every one of them.(after he said he was turning ** off even though we paid our monthly chg thru March.) and said "your payment has been declined. Please pay your bill" Isn't this illegal? Can you please recommend options? We are feeling obligated to contact *** fraud division and have Bank docs to show their attempt to collect after telling us we were being shut off. We also feel DBPR should be aware and investigate this matter. I  wrote on FB/Trust pilot and so on to warn consumers of unscrupulous business practice by a security company...and received letters stating this was disgraceful from other consumers. Thank you for raising public awareness by "grading and warning the consumers". This is abusive in any case -but the fact this scam of selling products to senior Citizens on a fixed income-( that their tech told ** can no can not possibly do the job and then refusing to refund ** but ACCEPTING the return, harassing and attempting to blackmail ** for more money, trying to charge our bank acct is in my opinion -possibly fraud, harassment, blackmail, extortion. What would you call going into my account and trying to bill every few days?
  Sincerely,

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

• Initial Complaint

  Date:02/10/2023

  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.

  Terrible company. I have paid them for alarm service for many many years. Then in 2021, "******" pronounced *****, started blowing-up my phone getting irate with me that my credit card was not working. When I called back it turned out ****** swapped my CC number with someone else and that why it did not work. He did NOT apologize for his mistake. Having lived in ***** decades ago, I knew he was just a clown who could not admit a mistake and dropped it. Later in 2022, GeoArm started emailing me constantly that I needed a "service call" because all phone-based alarms would need to change from the old phone system to LTE. In November of 2022 I started calling, responding to their emails, and requesting them to make the "service call." I never, NEVER got a response in any way, shape, or form. I started calling them, no one ever, EVER picked-up the phone. I finally had to order and install the phone part myself, just taking a guess which part I needed and guess what... it does NOT work. So finally I contacted Alarm.com and suddenly, GeoArm responds. In fact, they have called me every day, for a week straight. The message today, from ******, was rude and unprofessional. He complained about calling me for 5 whole days, while I have been calling them for 4 months. And did he apologize for his rude message... of course not. While there are employees there who are good at customer service, ****** should never be allowed to communicate with customers again. COMLETE CLOWNSHOW!

  Business Response

  Date: 02/27/2023

  Dear BBB, there are so many things wrong and unfair in this complaint that will not be addressed. Although constructive and legitimate criticism is appreciated to help us improve our company, we will not respond to lies and personal attacks. We are proud of all of our team members regardless of their heritage. ****** and many other members of our staff went above and beyond trying to work with this client despite the insulting verbal abuse that was aimed at them (We have many recordings). The review community is becoming aware of this reviewer. Yelp among others have deleted many reviews written by him due to personal attack and unacceptable overtones. I have attached some examples of deleted reviews for your support as I request you to delete this complaint.  

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19385397
  
  I am rejecting this response because:
  

  1) I have not talked to these people in any negative way. Provide anything you have "recorded" from me. I asked for help in each and every email. Besides the one terrible person, everyone there was helpful.

  2) Providing reviews about other businesses has nothing to do with this situation. 

  3) Nothing has been removed from any review website.

  4) This is actually evidence that these people lie. They lie about how they run their business. They lie about customers and the "service" they provided. They lie when caught and confronted about their own terrible customer service.

  5) They took the time to copy reviews and submit them. They are making this personal. I had all but forgot about these clowns, and now they want to start it back up. That fine. I still have family in *****...

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

  Business Response

  Date: 03/20/2023

  This matter has been closed to the Companys satisfaction. BBB, Thank you for your support.

• Initial Complaint

  Date:11/14/2022

  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.

  RE: Security Alarm company. We have been customers for over 25 years and a recent window replacement meant reconnecting my alarm, which I had completed by closing all loops and attaching sensors. Then I needed a service call to connect doors at $150/hour [exorbitant]. The tech was supplied with schematics and all the information needed to focus on the simple task. He began a hard sell [described on his $450 invoice] and then spent three hours basically verifying the evident information, explaining how costly it was to fix and old system. I declined again, asking when doors would be connected. He abruptly announced he needed to leave, but first disconnected wires in my box that disabled a zone and promised to fix it on next visit. I called sales ********************************** the next day to express disappointment and was told because I didn't go wireless they were cancelling me, I asked for the box to be restored and disputed the charge since I was left in worse shape after the visit and was out of my capability to repair it. He refused and said I was "no longer a customer." I later emailed another tech to solicit help to restore box, who passed the issue back to Sales Rep who insulted me and said he would waive the charge. I called the main number today for tech support for the dimensions of the wireless sensors, as I suspect they would not be a viable solution [too large to fit]. I was transferred back to sales rep who told me to never phone company again. This is a bullying strategy to upsell and convert to higher monthly fees. I am left with a disabled box, no monitoring, no possibility of resolution and further expenses to regain my functionality.

  Business Response

  Date: 11/16/2022

  ****************, we have researched your complaint and regret to reiterate that your security system is outdated and need of replacement. Our professional advice ("upsell") is that your 25-year-old equipment is obsolete. To rectify the wiring damage caused by your new window replacement and work performed by you we would have to spend many man hours. The cost at our exorbitant rates (below market charge) would cost much more than a wireless modern system installed. We, in good faith spent three hours on site trying to explain this to you at no charge. Your refrigerator, air conditioner, garbage disposal and all other appliances have been replaced, probably more than once or twice over the past 25 years. You even just replaced your windows. Your insurance company won't insure your roof after 20 years without replacement. Do you still have that "57" ****** Do you write complaints to the BBB about those "upsells"? We are flattered that you feel our work should have lasted forever. Sorry to disappoint. I'm sure you can **** for a company that will work on your security system but that won't change the fact that it's still obsolete. Due to this experience, together with your insinuations and other interactions over the phone, your account has been closed and we wish you farewell. 

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18402078
  
  I am rejecting this response because:

  See attached .pdf response
  
  Sincerely,
  
  *****************

  Business Response

  Date: 11/29/2022

  The file on this complaint has been closed and no further action will be taken.