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:06/27/2023

  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.

  I have received poor service from Secure 24 Alarm Systems from inception. They sent a technician to my house and started charging me for service when the alarm system wasn't installed property. They offered one month of free service for the poor service, but charged me for the month instead of honoring the agreement. Additionally, on 6/22, Secure 24 Alarm Systems took an unauthorized amount of money out of my account of $229. This was supposed to be for a security camera, which was not actually installed. Once I informed them that money was taken from me without my consent, I was told that it would take a week for it to be returned. I have only been a customer of the company for a month, so I asked to cancel my subscription due to terrible service and I was told that I have to complete 75% of my contract before I can cancel. I would like to terminate my service with Secure 24 Alarm Systems who is a distributer under ADT and just set up an account with ADT. I have received terrible service, long waits and no solutions, and a total lack of accountability from Secure 24 Alarm Systems.

  Business Response

  Date: 07/14/2023

  To Whom It May Concern,

   

  To follow up on the case filed by this customer. We have spoken with the customer and apologized for the inconvenience of not getting the camera installed. We have processed a refund for $229 paid for the add on camera. We have offered to reimburse 2 months of monitoring $130 in the form of a check to be sent out to the customer. The customer requested to cancel, Due to the contract on file we would ask for the customer to pay 75% Balance on contract due to the request being outside of the 3 days right to cancel without penalty. I have attached our cancellation policy with this response.

   

  All the best,

  Customer Answer

  Date: 07/14/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: The account made by the company/supervisors is inaccurate. Due to poor services I received I asked to terminate my account. Both managers Dillon and Mike stalled on being responsive to my issue, therefore making it difficult for me to cancel my contract within the one month grace period. Additionally, I was told I would receive a refund rebate check within one month to 6 weeks and have not. Secure 24 has taken a monthly payment from me and has failed to send a rebate.
  
  
  
  Again, I am asking for a termination of the contract due to poor service and negligence.
  
  
  
  Sincerely,
  
  
  ****** ****

  Business Response

  Date: 07/19/2023

  To Whom It May Concern,

  To follow up on the case filed by this customer. We have spoken with the customer and again went over the 75% balance on contract due to the 3-day cancellation policy. We do not have a 30-day cancellation policy. If this customer would like to cancel, we would ask for 75% of the remaining balance on the contract. We sent a rebate check for the 2 months offered but the check was returned. We have reshipped the rebate for 2 months offered to the updated address.

   

  All the best,

  Customer Answer

  Date: 07/25/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:

  The claim that the supervisor has made is fraud. No rebate was ever received to be returned. After I received the claim rebuttal from Secure 24, I called to check on the status of the rebate and was not able to receive a clear or coherent account as to whether or not it was ever processed, when I could expect to receive it, and why it has taken so long to receive (why was beyond the 30 days that was communicated with me. Additionally, I requested to speak with the supervisor Dillon over two and a half weeks ago (since he is the person who approves and authorizes rebate requests), and even as I type this, I have not received a return call from him. 

  This poor customer service and terrible communication exemplifies the reasons why I am completely dissatisfied with the service that I have received from Secure 24. 

  Again, I am requesting a release from the contract without having to pay 75% of the contract due to terrible service, delayed technical issues, and poor customer service. 

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

• Initial Complaint

  Date:06/17/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've had three separate appointments for installation of a smart lock. For none of them has a tech actually arrived at all, much less on time. I've had no communication from them beyond that which I've taken it upon myself to initiate. Neither I nor ADT can manage to get them on the phone. This is not an acceptable business practice and certainly no way to treat a paying customer.

  Business Response

  Date: 06/19/2023

  To Whom It May ***************** follow up on the case filed by this customer. We have spoken with the customer and apologized for the inconvenience for the missed appointments. We have rescheduled the customer for a service call on 06/23/2023 to finish the installation of the door lock owed to this customer. Customer was pleased with the resolution.

   

  All the best,

  Customer Answer

  Date: 06/23/2023

  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:06/12/2023

  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.

  In retaliation to a Google review regarding this company, this company posted details about my account balance on Google including total amounts due. After several requests to have details regarding my account balance be removed and a breakout of the invoice, i.e. cost of equipment and separately cost of service, via email and verbally, there has still be no action taken.

  Business Response

  Date: 06/15/2023

  To Whom It May Concern,

  To follow up on the case filed by this customer. We have updated and removed the google review per customers request. We have sent over the customer an invoice for the add on equipment and the remaining balance and a invoice for the cancellation penalty of 75% remaining balance on the contract per the customers request.

   

  All the best,

• Initial Complaint

  Date:06/06/2023

  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.

  I contracted with this company to get security monitoring for my home on approximately May 6, 2023. I used their services for barely three weeks before I determined I wanted to cancel it. Their motion detecting alarms consistently falsely reported movement in my home, causing me to believe that my house was being broken into and the life of my pets were at risk. After receiving a call about detecting movement in my home and being asked whether I wanted to have the authorities contacted, there was never any follow up from either the police or the company. When I wanted to cancel their service, they told me I had to pay 75% of the value of my contract, which was for 36 months. This would have totaled nearly $1,300.00, not counting the money already paid for the service. They did not allow for negotiation and did not care for the mental stress they put me through leading me to want to cancel their service. After I told them I wanted to cancel the service and withdrew my consent for them to charge my card, and they confirmed that the service had been cancelled, they continued to charge my credit card for the service.

  Customer Answer

  Date: 06/07/2023

  Attached is a letter I drafted and sent to Secure24 as a Notice of Dispute pursuant to the terms of the contract.

  Business Response

  Date: 06/08/2023

  To Whom It May Concern,

  To follow up on the case filed by this customer. We have spoke with this customer and the customer notified us that he had a false alarm due to the motion detector on 05/17/2023. We offered to schedule a service call for 05/19/2023 and the customer agreed to the service appointment . Our technician had replaced the motion detector but found no issues with the device. The customer called back on 05/25/2023 to notify us that the motion detector had caused a false alarm again. We asked the customer if he had any animals in the home. Customer stated he had a cat at the property. Our motion detectors have pet immunity but cats can set them off due to climbing on furniture or jumping high inside the home. We notified customer of this and offered to swap the motion detector out for another device such as a glassbreak.The customer stated he wanted to cancel the ADT services. This customer was installed on 05/06/2023, we have a 3 day cancellation policy anything outside of the 3 days would result in a early termination fee of 75% remaining balance on the contract. We notified the customer of the early termination charges. Customer stated that he did not want to pay for the cancellation penalty. We notified the customer of the contract on file and the signature agreeing to the cancellation penalty. We again offered to service the system and replace the motion with another device. Customer agreed to the service call and was scheduled for 06/03/2023 to replace the device. The customer called back the 05/26/2023 again requesting to cancel the ADT services. We again notified the customer of the contract on file and the early termination charges if he wished to cancel the service. Customer agreed to set up a payment plan for 4 months to pay off the early termination charges. We set up a invoice to start billing on 06/15/2023 and cancelled the service appointment for 06/03/2023 per customers request. Customer called back on 06/07/2023 to again request to cancel the ADT services without penalty. Again we went over the contract on file and the cancellation policy of 75% of the remaining balance of contract. We notified the customer that he agreed to the cancellation penalty being paid over the course of 4 months per the last conversation with the customer on 05/26/2023. .The customer stated he no longer agrees to pay the cancellation penalty and he will remove the card on file with the corporate office. We notified the customer that if payments stopped and the cancellation penalty was not paid we would send the account to collections. The customer stated he was done talking with us and asked to be transferred over to the corporate office. We have offered to resolve the sensor issues, we have offered to replace the device but both have been denied. At this point if this customer wishes to cancel we would ask the early termination charges be paid to cancel out the account per contract on file. We have attached our cancellation policy to this response.

   

  All the best,

  Customer Answer

  Date: 06/08/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  Secure24 failed to provide the services contracted-for, as detailed in the attached letter. In order to provide the service that I paid for, it had to have provided functional equipment. On two separate occasions within the first few weeks of service, their faulty equipment reported a false alarm of movement. The company confirmed that its equipment detected movement and I confirmed that there was no evidence any person had been in my residence. With respect to the company's assertions that animals can set off the detector and that I have a cat in the home, I can confirm that on the date of the first false alarm I had not yet moved my cat into my residence. There was no living being in that house bigger than an insect that could have set off the monitor. The only explanation was that the equipment was faulty. As to the second occasion, I had moved my cat into the residence but the company's explanation fails again because there was no equipment in the hallway in which the monitor had been installed for the cat to jump onto. Therefore, on two separate occasions, the company demonstrated its inability to provide the services contracted for, was in breach of the terms of that contract, and I was no longer under an obligation to pay them money. 

  The company argues that the cancellation fee of 75% applies here, but in fact it does not. The cancellation fee presupposes that the company performed under its obligations under the contract. However, as detailed above, the company failed to do so. Therefore, the situation is not a mutual agreement to terminate an otherwise unviolated contract, but rather a consumer exercising his right to cancel a contract due to the breach of duty to perform by the company. Any damages owed to the company, if any, is to be determined by some lawful authority, not by the terms of the contract the company failed to perform under. Therefore, no payment of 75% is required. 

  Finally, I would like to reiterate that even though the company was in breach, I am currently coming at the situation from a position of good faith and not looking to obtain any damages from the company due to the harm caused to me. I paid their company for two months' worth of monitoring in exchange for no services being rendered. Further, their faulty equipment caused me to on two different occasions become extremely afraid that my house was being broken into and my property could be damaged or stolen. On the second of the two occasions, I had the additional burden of the fear for my pet's life and and safety, either directly from whichever person had entered my residence or indirectly from my pet escaping and becoming harmed while outside of my home. Both of these occasions were entirely false, and the extreme emotional distress I was put under was caused solely by the company's faulty equipment. All of this being said, I am not seeking any additional money from the company nor to have any of the money I spent on the service returned to me. I am merely asking that myself and the company go separate ways, without a single additional cent paid in either direction. However, this company continues to approach in bad faith, insisting that without regard for its failure to provide functional equipment, I still owe them money for future services that I will not receive. It is incredibly disheartening to see a company act in such bad faith towards a genuine complaint.

  To reiterate, I reject the company's position and wish to finalize this issue with a mutual rescission of the contract.

  
  
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:04/07/2023

  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.

  In June 2022, we received a sales call for ***. We paid just over $1900 for two cameras, ring doorbell, two control plates, two thermostats, three carbon monoxide alarms and door alarms. The local technician ****** was very nice. The issue is the equipment has not worked - not once, not ever. In 10 months, we have not had a single day of the system functioning. We have zero issues with WI-FI as we have perfect signals for all the other electronics in our home. We had scheduled multiple service calls, of which we have been stood up - no call/no show repeatedly. Finally March 2023, the original technician shows up to attempt to hook it up again, after three hours he was unable to get the equipment working and we had to ask him to leave because we had an appointment to get to. Following that my husband spoke with ********** ******* via customer service at secure 24, she agreed to schedule the equipment to be removed and for a full refund. We scheduled thus removal for tomorrow April 8, 2023. My husband called to confirm these details on April 6, 2023 again with ********** *******. She confined all details. Today, April 7, 2023 ********** ******* called my husband to say “good news we can waive the credit check requirement (we refuse to have a credit check for a minimal monthly charge) and finish set up of your system”. As if we are new customers! My husband responded “no I spoke with you yesterday to confirm refund and removal of equipment as it has not worked in 10 months. ********** ******* then placed him on hold, She came back on the line and claimed to have misread the notes yesterday. She said we do not remove the equipment and she can terminate the contract for us for the remaining 75% of the contract. Ironically we have never even been charged for this contract as it’s never been active on their end. They are in violation of their contract. If I do not have resolution I will file with credit card and attorney. Predatory company.

  Business Response

  Date: 04/10/2023

  To Whom It May Concern,

  To follow up on the case filed by this customer. We have spoken with the customer and we have agreed to cancel out the service and remove the *** equipment from the customers home. We have a service appointment scheduled for 04/12/2023 to remove the equipment. After the equipment is removed we will process a refund back to the customers card on file. The customer was pleased with the resolution.

  All the best,

• Initial Complaint

  Date:01/19/2023

  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.

  ***** their technician form El Centro came ot my home in early November to install *** system- i told hime I oculd not undsertand it nor the contract he said he would have someone ocntact me because he had a 3 hour dirve home- when he did not I told him I want to can cel- *** said that was too layte and they want over $1000 to cancel. I told them to stao billing me and they can come get their useless system. The ey keep calling and threatening toi ruimn my credit score and emailed 26 new contracts each time lowing the monthly fee by a tiny amount starting at $65 monthly. I paid themn alreday for the camerAS SO i DO OWN THOSE BUT THE REST OF THE STUFF IS EXTRMELEY COMPLICATED AND DOESNT WORK AND THEIR CONTRACT IS HORRIBLY LONG AND CONFUSING. I WAS TOLD BY ********* WHO REFRRED ME TO THEM IT WAS INTENDED TO BE TEMPORARY CONTRACT NOT FINAL AND THE INFO ON IT WAS INCORRENT INTENTIONALLY - Thank you. **** ********, Senior Citizen

  Business Response

  Date: 02/02/2023

  To Whom It May Concern,

  To follow up on the case filed by this customer. We have attempted to contact this customer but sadly have only been able to leave a voicemail. Per our last conversation with this customer the customer was looking to cancel the *** service due to not liking the system. We have a 3 day cancellation policy and the request to cancel was outside the 3 day notice of cancellation. At that time we informed the customer that if he was looking to cancel the *** service we have a contract on file stating he would keep the *** service for 36 month. We went over with the customer how we would ask for a early termination fee be paid to cancel out the account of 75% of the remaining balance on the contract. Customer would not agree to pay the cancellation penalty so the account will remain open. We will continue to reach out to this customer to better assist with any questions or concerns they may have.

   

  All the best,

  Customer Answer

  Date: 02/02/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:

  they are not telling you the truth

  i spoke multiple times with ***** ******, I received almost daily new ocntracts to sign dropping th emonthly fee by $1 if that doesnt tell you how they abuse seniors then you dont understand scams

  *** ****** who referred us to *** said the first contract was not valid it never is

  ***** the in installer from El Centro lives 3 hours away - I told him I would cancel if it doesnt work properly which it doesn't and the contract needs a law degree to understand (see attached)

  I am almost 72 years old and have a family to support and this 3 day canbcellation policy duirng whihc I told ***** i wanted to cancel thne he refused ot answer is egregious- entrapment

  *** harassed me with calls then when I called them back and asked them to call me they did not after I spoke with ****** ****** about 5 times
  
  Sincerely,
  
  
  
  **** ********

  Business Response

  Date: 02/09/2023

  To Whom It May Concern,

  To follow up on the case filed by this customer. We have been reaching out to the customer to update the agreement due to him having a lower rate package. The customer was installed on 11/10/22 and the customer requested to cancel on 12/12/22 a month after the installation was completed. We have a 3 day cancellation policy. We would ask to service the system and fix any issues with the system. Customer was not open to scheduling a service call. At that point we informed customer of the 3 day cancellation policy and we would ask the penalty be paid of 75% Balance on the contract. I have attached our cancellation policy above. At this point we would ask to service the system and fix any issues the customer may be having witht he system or if the customer wishes to cancel we would ask for 75% of the remaining balance on contract.

   

  All the best,

  Customer Answer

  Date: 02/10/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: 

  
  

  it is untrue and 

  
  

  NO contract  was ever signed by me 

  
  

  they can come get their stuff and stop botheirng me and refund me 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:12/20/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company was unavailable when I tried to cancel the contract within three days. The contract states that it has to be cancelled by phone or mail no later than midnight. They did not provide a way for the contract to be cancelled during these hours.

  Business Response

  Date: 12/27/2022

  To Whom It May Concern,

   

  To follow up on the case filed by this customer. We have spoke with the customer and the customer was looking to cancel the service due to not being able to use the phone application for the *** services. When speaking with the customer we notified the customer we just needed to update the package and grant access for the phone application. Customer was willing to keep the *** due to now being able to use the phone application. Customer was pleased with the response. 

   

  All the best,

  Customer Answer

  Date: 12/27/2022

  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. Thanks for everything. 
  
  
  
  Sincerely,
  
  
  ******* *****

• Initial Complaint

  Date:11/29/2022

  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 was referred to *** by **** **** ****** after closing on a home. For days and weeks this company continued to contact me to sell me service. After speaking with ******* and ******* several times I finally agreed to the service with an agreement that the 99.00 will be returned right away after installation and not the 30 days I found out about after the fact. I explained to ******* and ******* I needed to make sure the refund for the 99.00 and the first month, initially offered, was processed right away. The day before the system was installed someone called to take the payment. I verified then if I was getting everything promised. The caller connected me back to ******* who authorized a post void and didn't explain it would be billed to me. He also ensured the refunds would come right away. When the system was installed the technician was supposed to leave an additional key fob, I was also told that they would notify my insurance company with the certificate and it wasn't done until speaking with **** on the 19th. What's immoral about ***** business is the lies most of the representatives gave. I couldn't believe ***** ********* denied me a manager after asking more than five times. Another issue that took place was when **** told me she was transferring me to corporate and transferred me to customer service again. I am livid at this point because nothing has been resolved other than the key fobs being mailed to me. I was promised my refund of 98.00 + the first month several times. It's been 2 months and I still haven't received that nor the additional first month I was promised by **** after advising I was gonna file with the BBB. She said she was from corporate and another month would be included in the refund. I gave them a chance to resolve this and it hasn't been. I will not recommend the *** brand because I have nothing good to say about the experience I received. *** ******** is the company over the liars I have dealt with.

  Business Response

  Date: 11/30/2022

  To Whom It May Concern,

  To follow up on the case filed by this customer. We have spoke with the customer and notified her that we have her on our rebate wall to cut and send out a check to cover the customers first two months of monitoring. We have notified the customer that the rebate wall is reviewed at the beginning of each month and will be cut and sent out in the next few weeks. Customer was please with the response. We will follow up with the customer once we have confirmation that the rebate check has been cut and sent out. 

   

  All the best,

• Initial Complaint

  Date:11/16/2022

  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.

  I contacted Secure24 ADT prior to the closing of my home in October. The sales rep offered me FREE installation for all doors on my home and asked me if I knew how many doors I had on the new house. I told him I was unsure the exact number and he asked for an estimate. I estimated 5 doors and he said, " That is fine, if there are more the technician will take care of them, for no additional charge". He stated that I would be charged $99 dollars for initial installation and that I would receive a $99 REFUND immediately after installation and a REBATE of $100 within 45 days of installation. On installation day, the technician counted 7 doors and agreed to install the two additional door sensors with NO additional charge. 2 week later, I never received my REFUND of $99 as promised by the sales rep. After calling, the customer service line stated that my REBATE was applied to pay for the additional door sensors and that they do not do REFUNDs. I asked to speak to a supervisor twice and on both occasions the sales reps stated that there was no one available to speak with me for 24HRs!!!! I asked to cancel my service due the breach of contract on their behalf and they insisted I pay $1500! Still have not spoken to management and it's been 3 days. This is worst customer service I have ever received, and I would like my money back IMMEDIATELY!

  Business Response

  Date: 11/16/2022

  To Whom It May Concern,  To follow up on the case filed by this customer. We have spoke with the customer and apologized for any misunderstanding. We offer installation for 99$ down and a 100$ rebate after the installation. At the time of the installation the customer had two additional doors that needed to be covered by sensors. We cover as much equipment cost as possible for the customer but if additional items are installed the customer is able to utilize the rebate to cover the cost of the additional equipment. After reviewing the profile we see the technician offered to cover the cost of the equipment and customer to keep their rebate. Customer was under the impression that we offer the rebate and a refund of the 99$ which is not accurate. We offer the 100$ rebate to cover the cost of the 99$ installation fee but we do not also offer a refund of the 99$ and a rebate for 100$, apologized for any confusion. We have processed a refund for the 99$ back to the card on file to speed up the rebate process. 

  All the best,

• Initial Complaint

  Date:10/24/2022

  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.

  8/9: I called Secure 24 as I was selling the home. The agent I spoke to stated that I would not incur a charge as long as my account was going to be transferred under the buyer’s name within the next 30 days. The buyer transferred the account to their name as advised.
  10/7: The business sent an automated email asking me for a new address to transfer my service. They asked to be emailed or called back. I emailed back with what the representative promised me. NO ANSWER.
  10/13: automated email warning of a cancellation penalty linked to my account plus threat of the account being forwarded to their Collections Agency.
  “we are authorized to attempt to collect this penalty via the provided billing method. This payment is set to be collected within the next 2 weeks.”
  Which makes it sound like, firstly, they are going to charge me with or without my approval and that no action is needed.
  Secondly, that they are not willing to keep the promise of not charging me.
  Thirdly, the buyer is already being charged for this account and the business wants me to pay a second time, therefore doubling its revenue for this property…
  I reiterated via email what I was told and asked to be sent a final bill I never was provided. NO ANSWER.
  10/18: They sent 4 threatening texts (on my old phone number) about a bill to be sent to a collection agency.
  10/20: automated email “account is set to go into collections within the next week thus negatively impacting your credit. Please be advised that once the account is sent to the collections agency we will no longer be able to assist you. Failure to arrange payment on this account may result in legal activities being pursued against you.”
  I emailed once more. NO ANSWER.
  They want me to pay but do not write me how much, and then threaten me for not paying. This is non-sense. No one shall be held responsible to pay a bill that a business refuses to issue. To this day I have never received a written track of that bill or what I supposedly owe.

  Business Response

  Date: 10/26/2022

  To Whom It May Concern,

  To follow up on the case filed by this customer. We have reached out to the customer multiple times but sadly was only able to leave a voicemail. Upon reviewing the account this customer set up ADT services on 12/18/2021 with a 36 month agreement. The customer called in to the corporate office because she was moving and asked how to go about cancelling services. The corporate office notified the customer to have the new tenants in the home set up ADT service and they would cancel the account with out penalty. Since the account was through our dealership we would ask the new tenants to set up the service with us since we hold the contract on file and not the corporate office. The new home owners did set up ADT service but it was not with our office it was with the corporate office. Since the new homeowners did not set up new services with us we would ask the customer to set up new ADT services at there new property or pay 75% of the remaining balance on the contract to cancel the service. All the best,

  Customer Answer

  Date: 11/02/2022

  Complaint: ********
  
  I am rejecting this response because:

  1. I had called 24 Secure ADT to explain I was moving.

  I, as well as the new owner, followed all the instructions we were given by 24 Secure ADT to the letter, to avoid the cancellation fee. The ways 24 Secure ADT and ADT go about setting up accounts and diving their customers is beyond our responsibility. 24 Secure ADT cannot simply change their instructions as they wish to match their desires to obtain cancellation fees. 
  
  
  2. I received a new threat email from 24 Secure ADT but still no invoice/final bill. Same conclusion: I cannot pay a bill I have not received.

  Other point as the business claiming they tried to reach out via phone is not valid for the following reasons:

  I currently do not have a valid phone number (therefore never received their calls). Henceforth, why I have been communicating with them via emails (a mode of communication they invited me to use in their threat emails) that they still to this day, do not respond to.

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

  Business Response

  Date: 11/08/2022

  To Whom It May Concern,
  
  To follow up on the case filed by this customer. We have reached out to the customer multiple times but sadly was only able to leave a voicemail. Upon reviewing the account this customer set up ADT services on 12/18/2021 with a 36 month agreement. The customer called in to the corporate office because she was moving and asked how to go about cancelling services. The corporate office notified the customer to have the new tenants in the home set up ADT service and they would cancel the account with out penalty. Since the account was through our dealership we would ask the new tenants to set up the service with us since we hold the contract on file and not the corporate office. The new home owners did set up ADT service but it was not with our office it was with the corporate office. Since the new homeowners did not set up new services with us we would ask the customer to set up new ADT services at there new property or pay 75% of the remaining balance on the contract to cancel the service. We have attached our cancellation policy above.

  All the best,