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:07/18/2025

  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.

  We purchased a home in June 2025. As seniors with disabilitiesmyself being a fully disabled veteran and my wife diagnosed with Alzheimer's diseaseI sought to enhance our security by installing surveillance cameras and evaluating available security services. After thorough research, I selected ADT due to its positive reviews and apparent suitability for our needs. At this point, Secure24 contacted us to present their solution.Having lived in our previous California residence for 38 years, I consistently maintained and upgraded our security systems as technology advanced. The prospect of an alarm system through *** seemed advantageous. However, we have experienced several issues: door sensors malfunctioning, cameras failing to trigger at initial motion, and inadequate recording if individuals remain stationary for a few seconds. Consequently, visitors can approach our door undetected, with cameras only activating upon their departure. Previously, I used ReoLink cameras, which reliably detected both people and animals.An additional concern is that the door chime and audible announcements startle my wife. When I decided to cancel the service, Secure24 informed me of a 75% cancellation fee. According to the *** website, there is a six-month money-back guarantee, which led me to believe I could trial the system and cancel within that period if it proved unsuitable. Unfortunately, I overlooked Secure24s three-day cancellation policy when signing the agreement. It seems unreasonable to expect anyone, particularly given our circumstances, to determine the systems suitability within such a short timeframe.Therefore, I am formally requesting compassionate consideration for relief from this agreement.

  Business Response

  Date: 07/21/2025

  To Whom it may concern,

  To follow up on the case filed by this customer. We see this customer has called into our office requesting to cancel the security services. When we asked the customer about why they would look to cancel the alarm services. The customer expressed it was not working out for them and a few issues with the system. We requested for our technician to come out and resolve the issues motioned with the cameras and sensors. Th/e customer denied the request and further wanted to cancel the services. We notified the customer since the request was outside of the 3 day cancellation policy (customer installed on 06/18/2025) we would ask the customer to pay the early termination fee of 75% of the remaining payments of the alarm service contract. The customer mentioned the 6 month money back guarantee. We notified the customer that that applied when multiple service call have happened and we determine the issue can not be resolved. We again requested to send a technician out to resolve the customers issues but again was denied. At this time if this customer would like to cancel the ******************** services we would ask for 75% of the remaining monthly monitoring fee be paid per our alarm service contract. We have attached our cancellation policy for further review.

  All the best,

  Customer Answer

  Date: 07/22/2025

  Complaint: 23621100
  
  I have reviewed the business' response and am rejecting it because:
  I did not reject the offer to have a technician come out and try to resolve the camera issues. Please send out a technician to see if they can get the cameras to record when people are in the field of view. A person can literally get to our door unrecorded, and the camera then triggers on them leaving. I was having a conversation in the front yard on July 10 with two people and the camera only recorded half of the conversation. The cameras are unsatisfactory. 
  
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 07/25/2025

  To whom it may concern,

  To follow up on the case filed by this customer. We have spoken with the customer and agreed to schedule a service appointment for 07/29/2025 with an arrival of 12-2pm to assist and fix issues with the cameras. The customer seemed pleased with the resolution.

  All the best,

  Customer Answer

  Date: 07/25/2025

  Complaint: 23621100
  
  I have reviewed the business's response and must respectfully reject it, as I am still seeking cancellation without penalty. The process of enrollment, with only three days to evaluate the service, has been challenging. There were repeated high-pressure sales approaches from multiple *** authorized dealers, who offered complimentary equipment as part of a new homeowner promotion. However,additional costs associated with ADT monitoring were not clearly disclosed during these presentations. While *** itself provides a six-month cancellation policy, this option does not appear to be available here.
  Additionally,my wife's rapidly progressing ******************* makes it unlikely that we will remain in our current residence for the full three-year contract term;should we need to move to an assisted living or memory care facility,transferring the contract would not be practical.
  Furthermore,the cameras' inability to record for longer than 30 seconds at a time reduces their effectiveness, as ideally, recording should continue whenever a person is present in view. There have also been issues with the back door sensor intermittently registering tamper alerts without cause.

   
  Sincerely,
  ****** ********

• Initial Complaint

  Date:07/03/2025

  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 asked to cancel my service 2 weeks after installation in June of 2025. The reason for cancellation was due to the business installing faulty equipment. The faulty equipment voids the contract. Contract and business indicate that I will need to pay off the contract in full to cancel for $2900. This is more than the equipment was originally quoted for. Secure24 also led me to believe I was dealing with ADT, but they are only an authorized dealer. I also confirmed the equipment was much cheaper going through ADT directly. Secure24 is attempting to send me to collections for the payment that did not go through on my card. I have tried multiple good faith attempts to reach a resolution with the business, including returning the equipment that I've been unable to use.

  Business Response

  Date: 07/07/2025

  To Whom It May Concern,

  To follow up on the case filed by this customer. We have reviewed the account and see this customer was installed on 05/24/2025. The first documented request for cancellation was on 06/09/2025. We notified the customer when the request was put in outside of our 3 day cancellation policy per the contract. the customer stated he was having some system issues being the reason for cancellation. We requested to send out a technician to further assist with the system issues. The customer denied that request. We notified the customer again since the cancellation was put in after the 3 day cancellation period per the the contract we would ask for 75 % of the remaining monthly monitoring payments. The customer did not agree to the cancellation terms set forth in the contract. At this time we would ask to send a technician out to resolve the issues with the security system or if the customer wishes to cancel we would ask for 75% of the remaining monthly monitoring payments for the 36 month agreement.

   

  All the best,

  Secure24

  Customer Answer

  Date: 07/18/2025

  I reject the response the business has provided previously. Please include all pictures below with my response.

  
  

  "I have returned the faulty equipment to your Headquarters via insured mail. I have verified that it has been returned and signed for. Tracking # and confirmation of delivery included below.

  
  

  I will not pay 75% for 3 years of a service I will never receive. I was also unable to use the service while it was installed on my property. I am willing to waive the $470 that I already paid, let's call it the price I pay for making the mistake of allowing your employees into my home. At the time of the install and signing of the contract; I was led to believe that he was an *** employee. I have already spoken with ADT and we are both waiting for you to close my vendor account with them. Please do so promptly. Otherwise, I have gathered all of the evidence related to this and will proceed with legal action if I am sent to a collection 

  Customer Answer

  Date: 07/18/2025

  Complaint: 23555387
  
  I have reviewed the business' response and am rejecting it because: 

  I have returned the faulty equipment to your Headquarters via insured mail. I have verified that it has been returned and signed for. Tracking # and confirmation of delivery included below.

  
  

  I will not pay 75% for 3 years of a service I will never receive. I was also unable to use the service while it was installed on my property. I am willing to waive the $470 that I already paid, let's call it the price I pay for making the mistake of allowing your employees into my home. At the time of the install and signing of the contract; I was led to believe that he was an *** employee. I have already spoken with ADT and we are both waiting for you to close my vendor account with them. Please do so promptly. Otherwise, I have gathered all of the evidence related to this and will proceed with legal action if I am sent to a collection agency.

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

  Business Response

  Date: 07/18/2025

  To Whom It May Concern,

  To follow up on the case of this customer. We have received equipment from the customer that was shipped to our office. We notified the customer that the equipment is now theirs and we would not take it back. We did not request the equipment to be shipped back to our office. We will be reshipping the equipment that was returned to our office back to the customer since we can not reuse equipment wants its left with the customer. At this time per the contract we would ask the customer to pay the early termination fee of 75 %*** as well as any equipment cost that remains. We have uploaded our cancellation section of the contract for further review.

  All the best,

  Customer Answer

  Date: 07/22/2025

  Complaint: 23555387
  
  I have reviewed the business' response and am rejecting it because:
  
  Equipment was defective upon arrival and attempted to return in good faith. The delivery was accepted. A cancellation does not deserve any payment when service was never realized, regardless of contract terms. Payment also shouldnt be made for equipment that was sent back to the company and accepted by said company.
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:05/18/2025

  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 believe this is a fraudulent company. I tried to cancel this service after I paid up to the balance that was owed on that monthly statement including late fees short of $600. That's when I was told that I was on a contract for an unknown year contract. I never seen the contract and I never signed a contract. When I asked to email the contract which the customer service *** did so, I noticed the signature did not belong to me it looked electronic sign. I asked to dispute, they sent over dispute application which I followed and notarized. This company is still harassing me for a contract balance short of $800 remaining. Now, I am receiving harassment calls telling me that the dispute did not fall in my favor and I should pay now.

  Business Response

  Date: 05/19/2025

  To Whom It May Concern,

  To follow up on the case filed by this customer. I have attempted to pull this customer up in our system but we do not show an address associated with this customer. Please contact the corporate office at ************* to confirm what dealer you have set up the services with due to this not being under Secure 24.

   

  All the best,

• Initial Complaint

  Date:04/30/2025

  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.

  ***** called me from secure 24 and stated he will cancel my orior account with adt even if i owed equipment charges from my previous address at *********************** when i moved into my new address ************************. I was charged twice on april 22nd due to secure 24 and due to adt at my previous address and i called adt and yhey said secure 25 did not cancel the service and if i cancelled i would be charged over 1000 dollars. Adt said cancel secure 24 and when i called secure 24 they said they dont cancel service and i would be charged over 1000 and thats not what ***** told me and I spoke with ****** and she said i would get a refund just speak with supervisor ******* and he never called me back. So I called back and spoke with ****** and was transferred to a supervisor ***** and he said they were unable to cancel prior account with equipment but i have been getting lied to and now i am paying for service at a an address I dont live at. I dont mind paying equipment and service for adt at ************************ but 215 ***** needs to be can elled

  Business Response

  Date: 05/02/2025

  To Whom it May Concern,

  To follow up on the case filed by this customer. We have spoken with the customer. When speaking with the customer they informed our office that he was going to be charged for his previous property. We notified the customer that any service that was previously active would be cancelled, and the early termination fee would be waived. The customer informed our office that he would be charged for the additional equipment that was purchased at the previous property. We notified the customer that our office will help waive the early termination fee but if any equipment charges for the previous property would need to be paid since we only cover the early termination fee for the previous address. The customer stated that the sales *** knew he had additional equipment at the previous address and the amount would be waived. We notified the customer that we do not have notes in the account stating as such and our office does not cover the cost of additional equipment from the previous property. The customer was upset and terminated the call. 

  All the best,

  Customer Answer

  Date: 05/02/2025

  Complaint: 23268919
  
  I have reviewed the business' response and am rejecting it because:
  I was loed to by everybody i spoke with and the supervisor took days to talk to him. ***** lied saying he would cancel service at okd address and ****** lied and ****** lied and ***** did not help. Can yall just cancel secure 24 without any fees or just cancellation fee only 
  
  
  Sincerely,
  *********** *********
  *********** *********

  Business Response

  Date: 05/09/2025

  To Whom It May Concern,

  We have reviewed this customers account. At this time if the customer would like to cancel the services with Secure 24 would we ask for the early termination fee of 75% of the remaining balance on contact. To discuss further please feel free to reach out to our customer support team at ************.

  All the best,

• Initial Complaint

  Date:04/27/2025

  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.

  I got *** through this company. When the installer came - he made a mistake and installed an extra camera. And then word for word told me it if I get additional coverage for my basement - that the company would send me a rebate for $300 back in the mail. I literally said are you sure 5x and he said trust me and to call customer service when everything was up and running. When I called - everyone deflected me and said you got an extra camera (however it was not even because I wanted it - the installer made a mistake and still said I would get $300) this is not fair as I am totally out of the additional coverage. The customer service *** I spoke to was extremely rude and dont recommend him working with anyone - he was not listening and would not like me speak my matter

  Business Response

  Date: 04/29/2025

  To Whom it may concern,

  To follow up on the case filed by this customer. We have spoken with this customer on a few occasions. The customer called in asking about a rebate check after installation. We notified the customer that an additional camera and glass break was installed that was outside of the original package that the customer was not charged for. Since the customer received additional equipment outside of the package it forfeited the customer's rebate. The customer revied $600 of additional equipment that they did not pay for. At this time, we would not be offering this customer a rebate.

  All the best,

• Initial Complaint

  Date:03/30/2025

  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.

  we bought our house 4/30/24 with a working door ****! we've had t-mobile for 20 years and their internet for 3. years. we decided to add ADT for extra security especially video cameras. secure 34 was referred to us. secure 24 knew before the install that we had t-mobile internet. the tech couldn't get the doorbell camera to work. then admitted before leaving that they were having trouble with t-mobile internet left the job with the camera/doorbell not working. i have 3 daughters at home, a wife who's a nurse as i work a full time job so i admit 90 days passed quickly but we became annoyed not having camera access and NO doorbell. i contacted *** not realizing secure 24 is an "authorized dealer" *** sent out a tech after me arguing with them about me not paying to have someone come out when it didn't work from the start! a tech arrived, stepped in my house looked at the t-mobile router and said "yeah its not gonna work with t-mobile internet and that this is a pretty known fact!" and left. i called t-mobile to see what they could do about it. they insisted that it should work and walked me through creating a separate line/log on for the security system only which needed to be 2.4ghz the doorbell rang once but still no camera. i asked *** to come and have the system removed this isnt what we signed up/paying for. i can buy/install my own cameras without ADT monitoring. ADT told me to call secure 24 to have this done. i called secure 24 ***** a manager i guess was curteous but didnt seem to want to resolve the contract and he admitted knowing that it wont work with t-mobile internet and further read his techs notes that said "we" said we were going to switch internet service to accommodate ADT which is a LIE! we want out of this fraudulent gotten contract. blamed us for waiting passed a 90 day period for broken equipment when the doorbell camera never worked from install. we were mislead to secure a paid contract. we want it cancelled! i stop paying the bill. fyi

  Business Response

  Date: 03/31/2025

  To Whom It May Concern,

  To follow up on the case filed by this customer. We have spoken with the customer and advised that his doorbell camera has not worked since installation. When reviewing the account, we see the technician notated that the customer had ******** Wi-Fi and Notated the customer was going to switch providers. The customer stated he did not plan on switching providers and the tech notes are inaccurate. We notified the customer that ******** has issues with connecting to ****** products due to the not having a stable connection since the ** address. Per the customers notes the customer did not notify us until after the 90 days service window for us to further assist. We have advised the customer that either another router needs to be purchased, or Wi-Fi provider needs to be switched for the doorbell camera to work. The customer was not open to the options provided and requested to cancel the account. The account was already cancelled due to non-payments, but customer was advised since it's the issue with the Wi-Fi not connecting with the device and not the device itself early termination of the contract would result in 75% balance on contract of the remaining payments on the account. The customer was not pleased saying the system has not worked. We notified the customer that the rest of the system in the home works but the doorbell has not since the **** is the issue. At this time, we would ask the customer to pay the 75% *** since the services at this time are cancelled for non-payment on the account.

  All the best,

  Customer Answer

  Date: 04/21/2025

  I REJECT Secure 24s response. 

  1. It lacks a resolution other than to keep paying for an incomplete advertised service. 

  2. They knew what internet provider we had before their technician stepped foot on our property. Every security company I called before unfortunately choosing Secure 24 asked me 2 questions: how many doors or windows you want monitored/how many cameras and whos your internet provider! An attorney doesnt go into court not know what kind of case they are litigating! A doctor doesnt operate without knowing the operating procedure! Secure 14 knew we had T-Mobile prior to install

  3. We closed on our house 4/30/2024 I believe the install was in May 2024 the tech knew the camera/doorbell wasnt working before he left our home which he noted in his notes which included a lie we said or my wife said we would change internet providers to accommodate their system. Wrong! We have been without a doorbell since. Plus the tech said he would report the failure and the company would lessen our $64 a month bill by $10. So how could Secure 24 not have known about the problem within 90 days?

  4. As for the 90 days; the tech knew the day of install which I would think he told the company (as stated above) therefore they knew the day of! I actually thought we would be contacted by the company to follow up with an incomplete install but now we are being blamed and Secure 24 trying to hide behind gaining a contract through fraudulent tactics when they failed on customer service. We just bought our home and anyone that has bought a new home knows the first 90/180 or more even for some folks you are still moving in and buying tons of c*** to decorate. School ended the middle of May and we have 3 girls. ***** & 8. We are a very active family, So yes I admit 90 days did possibly pass when we finally got fed up with our visitors banging on our screen door for minutes before we would hear them because we dont have a working doorbell! We had a nice sounding doorbell before the failed install. 

  5. I did talk to ***** I guess a manager at Secure 24 he was nice but offered no real help to resolve the problem. At this point I just wanted tie system fine and I can get my own independent cameras. He said that after 90 days the system belongs to the parent company *** and that even the billing was handled by *** I questioned it because I was getting calls every other day from Secure 24 about paying the mi they bill but no calls to help fix our camera! He said that *** would make him go after us for the money. I told him he didnt have to he could just cancel the contract and come get the system out of our house. I havent heard from him since.

  6. I called *** spoke to **** she said that she hasnt heard of ADT ha I g a problem with T-Mobile and that our system or whatever doesnt roll over to them till after a year and that Secure 24 is responsible for everything! And if something wasnt done right or wrong they Secure 24 would be charged back. So then it all started to make more sense as to why Secure 24 fooling people into these contracts! So either ***** was wrong on his info or just lying to me.

  7. In closing again I am open and have suggested again that they 

  A. send out a different perhaps more knowledgeable tech to see if the doorbell camera was installed wrong

  B. there could just be a broken part in the doorbell camera or 

  C. if their ADT system is not compatible with T-Mobile just take the system out and cancel the contract! And then advertise that their system doesnt pair with T-Mobile internet and not dupe people into non satisfactory contracts! It seems they dont want to lose the money.

  Regardless I will do my negative reviews and blast social media to see if anyone else has had this issue 

  Customer Answer

  Date: 06/30/2025

  06/30/2025 AB:  Sent consumer an email requesting a valid telephone number and to see if the issue  has been resolved with the business.

  Customer Answer

  Date: 07/15/2025

  071425JM. Spoke with Mrs. ******* and she is going to get with her husband to see if everything has been resolved. 

  071425JM: ******* called back and stated for us to "Close" this complaint as he is not going to pay the bill and he has filed with ********** He stated that he inherit this account by purchasing his house and never asked for the ************* and he is going to also be dealing with his attorney only going forward. He thank the BBB for our help. He feels at this time he wants to go in a differ directions with his or AG attorneys. 

  Business Response

  Date: 07/15/2025

  071425JM: Left a Mr. ******* the complain handler to return a call to me regarding this complaint. 

  071525JM: ****************************** called on behalf of ***************************** to advise us that his company has tried to work with the consumer regarding his Alarm System however Mr. ******* refused to switch service or pay on his current bills as he was already past due. We offered me. ******* several options that he refused and they told us he wasn't paying anything. Unfortunately, months had went by with no communication or payment and we had to right off this account to collection for non-payment and in further actions would need to come from them. We would like this complaint "Close" as resolved as we have made several attempts to resolve the issue with a no paying customer that didn't want service provide to them through ADT. 

  071525JM: Mr. ******* return a called and asked us to " close" complaint as resolve as they no longer have this consumer account in house and has been placed in outside source in collections for refusing to make payment on his account. Mr. ******* confirmed that his company has tried to do everything possible to satisfied this consumer although he didn't want any service from ADT. 

• Initial Complaint

  Date:02/22/2025

  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.

  On January 3 2025 I had Secure24 authorize dealer for *** company come out to install home alarm system to a property I purchased. When I confirmed service to be installed and paid $99 back in late december of 2024, I was told that I would receive my down payment of $99 back af a refund check 30 days after the installment date which would start after January 3 2025. Company also stated that I would not have to pay first month down payment until the next following month Feb 3, 2025 in the amount of $56. January 14 *** customer service reached out to me in regards to my account stating that I had a bill that was due in the mount of $56 for my first month of service and I informed them that Secure24 stated that I wouldn't have to make my first monthly payment until Feb 3, 2025. *** *** stated that wasn't true and that all customer have to pay for their first month of service a month in advance. I went on telling them I paid $99 for the install and that I was told that I would get that back 30 days from the date of my install, so ADT joined a 2 way call to secure24 to get an update of what happened in regards to payment and statements that was made to me for service. Secure24 apologize for any for the information that was giving to my and that they would give me $56 back in a refund in the amount of $156 because I would have to pay the first month of service to ADT, so I agreed to do so with the verbal agreement that secure24 stated that I would receive check about 1 week of Feb, 2025 no later than week 2 of Feb. 2025. I've contacted Secure24 week 2 due to no check had arrived and I was told that the check take 4-6 weeks to arrive and that it was on its way to me and that if I haven't received it by the 3rd week of Feb. 21, 2025 they can refund my money by method of payment that i used to pay for down payment with them. I called today which is Feb 21, 2025 to Secure24 to inform them that I haven't received check and they stated it takes 6-8 weeks before it's sent.

  Business Response

  Date: 02/24/2025

  To whom it may concern,

  To follow up on the case filed by this customer. We have reviewed the account and see this customer was installed on 01/03/2025. We have spoken with the customer about the rebate offered of $156, We were notified by the customer that they have not received the rebate check. We notified the customer that it typically takes 4-6 weeks from the time of the installation for the rebates to be sent out. We notified the customer that the rebates have been delayed due to the recent weather in our area and given an updated time frame of 6-8 weeks due to the issues. The customer was not pleased with the delay of the rebate checks. We apologized for the issues the customer has had with receiving the rebate but assured the customer they will receive it and be updated once it is sent. We have advised the customer the rebate should be sent out shortly.

  All the best,

  Customer Answer

  Date: 02/24/2025

  Complaint: 22975779
  
  I have reviewed the business' response and am rejecting it because: due to the nature of misrepresentation to have customers as myself believe what was the process of signing up and getting an refund, because the representative stated to me and my wife not only once but twice with to different time frames when we would receive the rebate check and knowing it was an inconvenience. We were told that the rebate could be refunded to the method of payment we used to sign up with their company. The communication from this company representatives have been nothing but misleading and yet the third time we contacted the company just for the representative by the name ****** tells us it normally takes 6-8 weeks for the rebate checks to process and due to the weather its a delay with checks and it hasnt been sent out, but we will get it for sure. We feel this company policy methods works as an insurance company where you pay into it in order to get any sort of guarantee out of it. Nothing that this company has stated to us has been true to statement before installation on the 3rd of January 2025. Company stated no money for first month but yet we paid company states we can use rebate to pay next month bill for service and that didnt happen which we paid also. If this was a normal business transaction to where we as the consumers understand that no rebate was involved and account needed to be paid upfront than lead with that and not misleading information just to have a customer sign up that didnt contact them in the first place. Refund our card that we used to make payment with would be much easier than waiting until its best for the company to do so. The consumer is on the back end of the stick because there is an 3 year contract in place, so if we wanted to end the relationship between us and them then we would have to pay 75% of the contract to end it. If company agrees to end contract without us having to pay whats owed for the remaining months then we would gladly not accept rebate to end service with company. If company isnt willing to do so to end contract then please forward payment of $156 to method of payment used to sign up for service.
  
  
  
  Sincerely,
  
  ******* ***** **

  Business Response

  Date: 02/25/2025

  To whom it may concern,
  
  To follow up on the case filed by this customer. We have reviewed the account and see this customer was installed on 01/03/2025. We have spoken with the customer about the rebate offered of $156, We were notified by the customer that they have not received the rebate check. We notified the customer that it typically takes 4-6 weeks from the time of the installation for the rebates to be sent out. We notified the customer that the rebates have been delayed due to the recent weather in our area and given an updated time frame of 6-8 weeks due to the issues. The customer was not pleased with the delay of the rebate checks. We apologized for the issues the customer has had with receiving the rebate but assured the customer they will receive it and be updated once it is sent. We have advised the customer the rebate should be sent out shortly. Sadly, we cannot refund the card on file for the full amount due to us only running the activation fee for 100$ and the rebate being for $156. We will have to send a check this week for the rebate. 
  
  All the best,

• Initial Complaint

  Date:01/30/2025

  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.

  Got in contact with LVD Concepts through ADT for outdoor camera install October of 2024. Cameras were installed second week of October 2024 and immediately had issues. We were told **** issues after contacting the sales rep ***** where Spectrum did check out the issue finding we have more than sufficient WIFI. I was supposed to receive a call back for a technician to come out but never did. From October to January we have had nothing but issues with the camera feed. Mid January of 2025 I did contact ***** again about a technician which was scheduled for 1/23/25 in the time window of 1:30-5 pm. The technician was a no call no show. I once again contacted ***** 1/24/25 about the no show technician and was told I would receive a call back. Today 1/30/25 which is a week later I called and asked to speak with a manager about this issue and the call was immediately dropped. The service is absolutely terrible with this company especially for paying all equipment cost upfront. Im hoping to get a refund on the junk equipment I was sold to put toward a new system with a different company. At this point I want no help from LVD Concepts and for this business to own up to the terrible service they have provided.

  Business Response

  Date: 02/03/2025

  To Whom It May Concern,

   

  To follow up on the case filed by this customer. We have reviewed this account and see this customer was installed on 10/04/2024. During the original installation the technician did not have enough wire to wire one of the 3 outdoor cameras installed. Our office had scheduled a return service call to finish wiring the last camera and mount it on 10/17/2024. After the service call our office was not notified of any issues with the system until 01/20/2025. Speaking with the customer the customer requested to return the camera purchased. We advised the customer that we do not return equipment purchased outside of 30 days from the time the services were activated. We advised the customer to reach out to the corporate office at ************* get assistance with the camera issues due to being outside of our office 90-day warranty window. The customer was not open to troubleshooting the device or scheduling an appointment. At this time, we would advise the customer to reach out to the scheduling team at ************* for further assistance with resolving the issue with the cameras.

   

  All the best,

  Customer Answer

  Date: 02/04/2025

  Complaint: 22878653
  
  I have reviewed the business' response and am rejecting it because:
  
  I in fact did set up a day on 1/24/25 to have service time to fix the problem through calling your office and speaking with *****. The technician was a no call no show. I then called ***** back and was told I would receive a call back for the issue where a week went by with no response. Obviously your business needs the money for the junk equipment way more than I do. Your service is trash and I wish you the best with your s*** poor customer service. what is the point in telling customers to call back with absolutely any problems after installing and selling them equipment when you do literally nothing to help them out? You have literally tried not to resolve anything at all and have gave us the responsive. Its not our problem since its been 30 over 30 days. That is a s*** poor way to run a business. 

  
  Sincerely,
  
  *** *****

  Business Response

  Date: 02/11/2025

  To whom it may concern,

  To follow up on this case filed by this customer again. Our customer care team was not notified the customer was experiencing any issues with the system after the service call to install the cameras on 10/17/24. Since our office was not notified of any issues with the camera a service call was not scheduled. At this time, we are more than happy to assist with scheduling a service call with the corporate office since the warranty on the equipment is now with their office. Please feel free to contact our office for further assistance at ************.

  All the best,

• Initial Complaint

  Date:01/14/2025

  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.

  I previously filed a complaint against this company and was not able to respond to the company under claim #********. I never signed a contract, when provided with a copy of a contract there was a generic computer signature. I have emails showing that I had *********************************************************** not signing. I spoke to a male who said that someone wouldve been at my home to check on the system in December and that never occurred. today I spoke to ********* who said that may have been someone from corporate. This has been nothing but a run around. The most important point is that I never signed a contract.

  Business Response

  Date: 01/20/2025

  To whom it may concern,

  To follow up on the case filed by this customer. We have spoken and sent this customer the contract on file. This customer had cancelled services outside of our 3-day cancellation policy. We notified the customer that since the account was cancelled for stop payment the services cannot be reactivated. The contract was signed on the installation date 05/11/2024 with a pre-loaded selected signature by the customer via Doc u sign. At this time, we would ask for 75% of the remaining balance of contract.

   

  All the best,

• Initial Complaint

  Date:12/07/2024

  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 purchased a 7 year old house on September 27, 2024. The previous owner had a security system installed. However, the contract had expired. I received a solicitation call from *** asking me if I would like to activate service. They said that they would replace any outdated equipment free of charge. I was quoted a monthly charge of $45.99 for service. I was told that there would be an installation charge of $99 plus tax. I authorized the payment via credit card. When the installation tech arrived at my house, I was informed that if I wanted all security boxes on all windows replaced, it would be an additional $100 per window. The original quote that I received only covered boxes on 4 windows. This was not disclosed to me when I paid the installation charge. I told the tech that I did not wish to proceed with the installation of the system. Installation did not take place. In the paperwork that I signed, it does not indicate that the installation charge is non refundable. Secure 24 refuses to refund my money, and has kept money for an installation that never occurred. Total charge was for $105.56

  Business Response

  Date: 12/09/2024

  To whom it may concern,

  
  To follow up on the case filed by this customer. We have reviewed the account and see this customer had cancelled at installation and did not move forward with installing the security services. We have contacted the customer and refunded the account the activation fee due to cancellation of the services. The customer was pleased to resolve this issue. 
  All the best,