Complaints

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

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  Interface Security Systems LLC

  3773 Corporate Centre Dr Earth City, MO 63045-1130

• 

  Interface Security Systems LLC

  2200 E. Prien Lake Road Lake Charles, LA 70601

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:10/13/2024

  Type:Delivery 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.

  No idea who this company is Never received a bill for a security system after living here 5 years Very negative comments on BBB and I notice they are not accredited Not happy with this at all

  Business Response

  Date: 10/23/2024

  This is not a customer of ours. 

  Business Response

  Date: 10/24/2024

  Payment information was incorrectly entered by a customer of ours. The charges have since been reversed.

  Customer Answer

  Date: 10/24/2024

  Complaint: 22416520
  
  I have reviewed the business' response and am rejecting it because:

  While I have I have been credited the money and it is secure, this company is NOT BBB Accredited and it is for obvious reasons.  They pull this scam far too often as witnessed by the complaints.  Then the company says "we resolved the complaint and the customer is satisfied".   That's a cover up for "we tried to scam you, but you caught it".  I have my money but am not satisfied with their fake statement that they transposed some numbers.  Ironically, while they state they transposed numbers it still came to me.  I had to dispute charges, close my card, and labor through changing all Auto pmts associated with the card that they compromised.  Also this is a card I afforded to my daughters while they are at College for emergencies.  So they were out while I waited for a new card.  Sounds like a common scheme and occurrence to me.  Not a Trustworthy company.
  
  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:07/19/2024

  Type:Billing 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 paid them in full and they keep sending me a bill. 

  Business Response

  Date: 07/31/2024

  To whom it may concern,
  

  I would like to apologize for the frustration ****************** experienced recently when trying to cancel his account. I want you to know that we appreciate his feedback and customer satisfaction is our top priority.  
  
  ****************** called to cancel his account and was made aware we would need the request in writing. Due to the sensitive nature of our business, we request all terminations be sent in writing (see Section 4 of her Residential Security Services Agreement). We offered for ****************** to mail or e-mail us confirming cancellation. We also mailed a Cancellation Agreement Template to his home that he could sign and send back to us. *************** declined to send an email and stated he never received the Cancellation Agreement Template. I have since spoken to **************** explaining at this time, I would have to send a certified letter to cancel the account. Once the certified letter is received, we will be able to close the account at a zero balance. ****************** was happy with this option and the letter has been sent.

  I would like to thank ****************** for being a valued customer of ********************** and I have left my contact information should he need to contact me in the future.
  
  *******************
  Customer Experience Manager
  **********************
  Direct: ************ |TF: **********************
  *******************************************************************************

• Initial Complaint

  Date:04/23/2024

  Type:Billing 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 new Burg System was installed at the end of October/ beginning of November. Invoice ******** attached is for the installation of the new panel. This was not billed to us until 12/31/23 and was paid for on 2/9/24. We had communication issues since the panel was installed and yet no one from Interface is proactive in contacting the customer. We found out weeks after that there was communication issues. It said on our side that a battery was dead, but when the service technician came out, it was in fact the new control panel on the new system that was bad. Not only does Interface not contact a customer when there is an obvious ******************** issue that they can see there is no communication, then it takes forever to get a technician to come out and fix the issue. A new board was ordered. Next, Interface thought it would be wise to invoice us for what is a warranty issue. Invoice ******** dated on our account # ******** for $2,761.97 is not valid, as this was a brand new control panel on the brand new system that was bad. I've emailed several times to multiple personnel at Interface and do not get a response (typical for this company). I absolutely hate dealing with Interface Systems and wish we had a different alarm company. **************** is a -1 at best. Please remove the $2,761.97 unvalid amount as well as the finance charge of $41.43 that you have added to our account.

  Business Response

  Date: 05/20/2024

  To whom it may concern,

  Thank you for bringing your recent experience to our attention. We understand that your interactions with our tech support and operations teams have not been up to our usual high standards, and we appreciate your patience in this matter as customer satisfaction is our top priority. We have taken your feedback seriously and will use it to make improvements as needed.

  I was able to speak with ***** about her communication concerns and billing dispute. After working with our operations team, we have agreed to issue a credit closing invoice ******** with a zero balance as the customer was billed in error.  I have ensured any breaks in communication will be communicated within our response times and set ***** up to have access to OneView Edge which will allow her to see account history and make any changes needed.

  We are sincerely sorry for the inconvenience this has caused and please let me know if I can be of any further assistance.

  Thank you.
  *******************
  Regional Customer Experience Manager
  **********************
  1844 ********************************** 63146
  Direct: ************ |TF: *********************** 
  

• Initial Complaint

  Date:02/07/2024

  Type:Product 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 cancelled this service back in May of 2023 due to not receiving a call back to schedule an appointment for an issue I was having with my smoke alarm. I was told it was cancelled but kept getting a bill. I kept calling and each time was told it would be taken care of. well just received a final notice letter almost a year of being told it was taken care of for $378.07. I have not had their services and should not keep being billed. Tried to talk to a supervisor *** but never received a call back

  Business Response

  Date: 02/19/2024

  Thank you for sharing your experience and bringing this to our attention. You have been a long term customers of ********************** and we truly appreciate you patronage.
  
  Alama called to cancel her service May of 2023 and the account was cancelled the same day. **** called back in to have services reconnected but unfortunately there was an internal delay in that process resulting in Alam wanting to continue with terminating their account. We have spoken to Alam and confirmed via e-mail that their account has been cancelled with no outstanding balance.
  
  We truly apologize for the inconvenience this has caused the ******** family and appreciate you working with us to resolve this matter. 

  Thank you.
  *******************
  Customer Experience Manager
  **********************
  Direct: ************ |TF: ***********************

• Initial Complaint

  Date:10/09/2023

  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.

  We have used Interface in our business, Sunset Retreat, for several years. However this past year we have had so many issues. The most recent started in January of this year. The alarm would randomly go off and/or the system would shut down multiple times a day. We would call and let Interface know, and they would send a tech out. But each time, the tech said he replaced batteries, or simply charged phone line and did a reset on system and that it was working fine. However, that was never the case. Then we'd get an invoice for $400+ each time they sent out a tech, even though the issue never was resolved! So the system hasn't worked since January, yet they continue to bill us $79/mth, which includes a fee for "Inspections" where they check system remotely. However, if they checked then they would see it wasnt working properly. So the monthly charge, in addition to the tech visits, was a total of over $2200! We called to dispute charges, then we received a letter stating our services would be canceled and they would be turning our account over to collections agency! We paid but only in order to keep them from sending it to collections, but we shouldn't have been charged anything, because services weren't provided and problems were never fixed.

  Business Response

  Date: 11/14/2023

  To whom it may concern,
  Sunset Retreat has been a valued customer of ********************** for over eleven years.We truly apologize for any inconvenience the delay in getting their systems operational may have caused.

  
  We were alerted to there being a communication failure on 01/30/23 with a technician responding the following week. Upon the technician's arrival, it was determined that the panel was unplugged, and two batteries needed to be replaced. Thereafter, there was intermitted communication failure causing multiple service calls and ultimately it was determined the customer's phone lines were malfunctioning and an upgrade was recommended. ********************* sister, requested a system upgrade for both their fire and burglary systems to ensure consistent communication. The quotes for upgrading both systems were sent to ************************* with no response.

  I recently spoke to ******** explaining it was recommended to upgrade the alarm systems due to the communication failures and quotes to upgrade were sent to *****.******** stated she was unaware of the quotes being sent but she would review them with her sister. We agreed to issue a full credit/refund for the three service tickets and time without service to aid in moving forward with the upgrade needed to get their systems fully operational. *** stated she needed to review with her sister and insurance company before she could make a decision and would get back to me. New quotes for upgrading the fire and intrusion were sent to *** along with a quote to add cameras per her request last week, 11/7/2023.Since then, we havent been able to finalize the upgrade as *** hasnt returned our calls.  

  Customer satisfaction is what we strive for at Interface and we would still like the opportunity to upgrade the alarm systems to fix the communication failures and continue being the security provider for Sunset Retreat. Please let me know if you have any questions or concerns. 

   

  Thank you.
  *******************
  Customer Experience Manager
  **********************
  **************************************************************************
  Direct: ************ |TF: ***********************
  Simplify ************************** www.interfacesystems.com

• Initial Complaint

  Date:08/23/2023

  Type:Billing 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 had service by Interface Security at my prior home (******************************************************). Account *******. I have paid ALL bills that I owed. The home was sold last fall. Despite this, Interface has sent and continues to send me and my ex (*********************) invoices saying we owe $340.96 that is seriously past due. I called and talked to interface representatives many times last year (and maybe again early this year) and was assured it was taken care of and would not happen again. Despite this we just got another invoice/statement dated 9/1/23. I am really tired of this and demand that they correct their records and cease and desist. If my credit is adversely affected I will *** them. Please see if you can get this stopped. Thank you.

  Business Response

  Date: 09/22/2023

  To whom it may concern,
  
  Thank you for escalating your concerns, we value our customers opinions and appreciate the chance to investigate your complaint. In March of 2021 we worked with Mr.and *************** to upgrade their security system. At that time, they entered into a new 36-month agreement. When their final invoice was calculated, it was mistakenly marked as Company Owned equipment. We have since fixed that error on our end. We do value the partnership weve had for over 20 years and have agreed to release them from the remaining months left on their agreement. We have been unsuccessful in reaching them to resolve this matter. All credits have been submitted and their account now has a zero balance. Please contact us if you have any further questions and again, thank you for being a valued Interface customer.  

   

  Thank you.
  *******************
  Manager, Customer Experience
  **********************
  **********************************************************************************
  Direct:************ |TF: ***********************
  Simplify ************************** www.interfacesystems.com
  

  
  
  
  
  

  Customer Answer

  Date: 09/22/2023

  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.

  I appreciate the BBB assisting us in resolving this matter.

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

• Initial Complaint

  Date:08/01/2023

  Type:Billing 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.

  In early January, 2023, I was hospitalized. When I got out of the hospital, I called Interface to tell them that I was moving and no longer needed their service. They have no record of the call. I moved in mid-January to the ********* due to health issues. They billed me as of January 1st, but then again in April 2023. I have an assistant who is now helping me with daily money management. In late May, as we were organizing my finances, we called Interface and had a conversation with them explaining the above and that I no longer live at that location and haven't for some time. They refused to adjust the bill. We requested a call back from someone in management, and never received a phone response. They continue to send bills. On June 22, 2023, we mailed a letter (dated June 10th) attached. Still no response, and now a bill for July has been added to the invoice.

  Business Response

  Date: 08/30/2023

  To Whom It May Concern:
  
  We are very sorry to hear of the situation surrounding **** ******* complaint regarding her experience in canceling her services with our company.  She has been a loyal customer for over 5 years, and we are very grateful for her patronage.  I was able to speak with Lana explaining we never received a formal request to cancel in January and confirmed the account has since been canceled with a credit applied closing the account with zero balance.

  Thank you,

  *** ******

  Manager, Customer Experience

  Interface Systems

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

  Direct: ************ **** ************ **** ***** 
  
  

• Initial Complaint

  Date:02/03/2023

  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.

  According to ******************, I am to receive a credit on my account for the months I paid and was not being monitored during those months because I was waiting for some them to upgrade my system. The upgrade was done; but, my account has yet to be credited. I would like to know when my account will be credited and for how much. Money is somewhat tight right now. I will continue to pay the monitoring charge.

  Business Response

  Date: 02/10/2023

  ****,
  
  Thank you for taking the time out to speak with me and I am happy I was able to offer clarity as to the discounts you received on your upgrade. We appreciate you being such a loyal customer and allowing us the opportunity to offer you continued service. Please feel free to contact me in needed in the future. 
  
  
  Thank you.
  *******************
  Regional Customer Experience Manager
  **********************
  3773 ********************** **********, ** 63045
  Direct:************ |TF: ***********************
  Simplify ************************** www.interfacesystems.com
  

  Customer Answer

  Date: 02/14/2023

  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/30/2022

  Type:Product 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.

  My home alarm system started having issues on November 4th, 2022. My home system would go off at intermittent times, but the alarm company would not receive any signals. My home system pad would make noise at various times during the day and at night also. The company would not have a clue and would transfer me to different departments, and it went on for a week until I asked them to trouble shoot my system. They discovered that my system was not connected to them because the **** tower that they used was no longer available to them. This company didn't notify me and left me vulnerable during the holidays while still charging me for services that were not rendered! On top of that they wanted to charge me $99.00 to come out to install a new device which would connect my system to theirs! Their technician came to my home twice! The first time he said that the device was not fit for my system and that he would re-order it right this time. The second time, the same technician had issues connecting to their technical department to set up the new device; he said he would have to come a third time! To this day I have had nothing but headaches and have no service, so I decided to close my account. Another issue is trying to close the account as the customer service representative said to me that she would send a form via email as soon as she could because she had to do that and answer the phones so it would take about 30 minutes!

  Business Response

  Date: 01/10/2023

  To whom it may concern,
  
  I spoke to Mrs. ********* last week expressing our sincere apologies for any inconvenience she experienced while trying to get her system upgraded from 3G technology to LTE. Mr. and Mrs. ********* have been loyal customers for over 20 years, and we are very grateful for their patronage. The shutdown was industry wide, affecting all alarm systems that use a 3G/4G communicator. We were advised the sunset for **** would begin in February of 2022, ******* in December 2022. In an attempt to be as proactive as possible in our communication, we started a mailing and calling campaign in late 2020. 
  
  Our records show our Business Development team tried to notify the *********’s by phone, on two separate occasions, in October of 2021 but were unable to leave a voicemail both times. We also attempted to notify them the week of July 18, 2022 as well by mailing a letter to the address on fill. We did not receive a response to that correspondence and our first documented call into our Customer Experience Team regarding the upgrade was 12/6/22. Mrs. ********* contacted our monitoring department to advise of the trouble she was experiencing with her alarm system on 12/6/22. It was mentioned in the complaint that the issues started in November, we do not have any record of that or logged calls showing that we were contacted at that time.
  
  On 12/6/22, after our tech support team did some troubleshooting remotely, it was determined the customer needed the LTE upgrade to regain communication with our alarm monitoring center. On December 6, 2022, Customer Experience Advocate, *****, processed the upgrade request waiving the $99.00 fee as a courtesy. Unfortunately, the wrong cell radio was shipped, and the technician had to order the correct part and install was completed 12/28/2022. We are sincerely sorry for the inconvenience of the wrong part being shipped and attempted to rectify the situation as quickly as possible.
  
  On 12/28/22 it is documented that our monitoring department received an alarm at 8:41 p.m. and dispatched police at 8:44 p.m. per procedure after exhausting the call list. Mrs. ********* called our monitoring department at 9:03 p.m. advising the alarm didn’t sound at the location and she wasn’t aware the alarm had been triggered until local PD responded. At that time, Mrs. ********* expressed her frustrations and requested to cancel. Mrs. ********* was advised to call back the following morning to process her cancellation request with the Customer Experience department. On 12/29/2022, Mrs. *********, called and spoke to ***** requesting to cancel. ***** attempted to help the customer with her complaints, but Mrs. ********* requested immediate cancellation.
  
  The account is currently being processed for cancel with a refund issued in the amount of $37.49 for December, her account now has a zero balance. We are saddened we are losing such a valued customer as Interface is dedicated in providing excellent customer service, and we strive for customer satisfaction. Should Mrs. ********* decide to continue her relationship with Interface, we will dispatch a technician to review why the alarm did not sound on site, and assign a direct Customer Experience Advocate to be her account advocate going forward.
  
  Thank you.
  *** ******
  Regional Customer Experience Manager
  Interface Systems
  **** ********* ****** ***** ***** ***** ** ***** ******* ************ **** ************ **** ***** ******** ** *** ***** ** **** * ************************

• Initial Complaint

  Date:10/29/2022

  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.

  Technician came to residence and ascertained what was necessary to repair damage to system, but could not give me a quote. It was suggested I go through ********* was told I would receive a call within forty-eight hours.I have yet to receive a call from their ***************** I have been a customer of theirs for a very long time and have been very satisfied up until now.

  Business Response

  Date: 12/06/2022

  Good morning, 
  

  **** thank you for feedback and speaking with me. I am glad we were able to resolve your issues in connecting you with your sales representative and have since received your signed contract. Thank you for being such a loyal customer and allowing us the opportunity to remain your security company. Please feel free to contact me if should the need arise in the future. 
  

  Kindest Regards,
  *******************
  Regional Customer Experience Manager
  **********************
  **************************************************************************** 63045
  Direct: ************ |TF: ***********************
  Simplify ************************** www.interfacesystems.com

  Customer Answer

  Date: 12/07/2022

  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.
  
  Sincerely,
  
  *******************