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:06/12/2023

  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:06/12/2023

  Type:Service or Repair 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.

  Complaint: 20176041
  
  I will not close the complaint until I dont receive what they promised. As soon as I receive it I will notify and close my complaint.
  
  Sincerely,
  
  ************************* They had me sign a contract for two years, and I cannot cancel without penalty since it is a contract. But they are supposed to tell the truth and not lie. They need to give me this microphone for free without spending another dime. They didn't tell the truth, and they sold me something different. I spoke to ******* (the person who sold me the system), then **** and ******. I need to receive the microphone. This way, my DOOR **** will work.

  Business Response

  Date: 06/13/2023

  To Whom It May ***************** follow up on the case filed by this customer. We have spoken with the customer and have agreed to ship out one ****** mini speak to the customers at no cost. The customer should receive the ****** mini speaker in the next 5-7 business days. The customer was pleased with the resolution.

   

  All the best,

  Customer Answer

  Date: 06/16/2023

  I received the speaker and now my door **** is working good. I wish to close the case. Thank you so much for your help.

  Business Response

  Date: 06/16/2023

  To Whom It May *********** style="font-family: *****, *******, Helvetica, sans-serif; font-size: 12px;">
  To follow up on the case filed by this customer. We have spoken with the customer and have agreed to ship out one ****** mini speak to the customers at no cost. The customer should receive the ****** mini speaker in the next 5-7 business days. The customer was pleased with the resolution.
  
  
  
  All the best,

  Customer Answer

  Date: 06/16/2023

  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 received the product.

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

• 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.

  Attached is a letter I drafted and sent to Secure24 as a Notice of Dispute pursuant to the terms of the contract.o charge my card, and they confirmed that the service had been cancelled, they continued to charge my credit card for the service.

  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:05/08/2023

  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.

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

  75% of balance on contract was not clearly explained at no point and was communicated at balance of equipment. Where in the contract does it state this and how was this calculated. 

  From what I was explained, I would need to pay 75% on equipment. 

  My willingness to pay is irrelevant to this response as, I've made several attempts to understand the charges before I signed and cancelled the contract. However, since you want to reference my willingness to pay, ensure you include from your notes that I stated I would pay I'm increments because that is what was said.

  I need an itemized bill, not a random total as well as the exact language AND reference in the contract where BOTH the balance on contract and balance on equipment are clearly stated. 

  Be blessed

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

  onal equipment. This has now caused a trickle down effect where I will also owe ADT a cancellation fee.

  Business Response

  Date: 05/09/2023

  To Whom It May Concern,
  
  To follow up on the case filed by this customer. The
  customer called in requesting to cancel the ADT service after the 3 days right
  to cancel without penalty. Speaking with the customer we had went over the 75%
  balance of contract and the customer asked what the 75% BOC would be. We quoted
  the customer 1574.74 to cancel the account out. The customer also had an
  equipment payment of 1192.50 added to the cancellation penalty bringing the
  total amount to cancel would be 2767.24$. Customer stated she would not pay
  anything and terminated the call. At this point if the customer wishes to
  cancel, we would ask the customer to pay 2767.24$ 75% balance on contract and
  the remaining equipment payment.
  
  All the best,

  Business Response

  Date: 05/09/2023

  To Whom it May Concern,

  I have attached sections of the contract listing the cancellation penalty due to early termination of the contract. We do ask for 75% of the remaining balance on the contract but we do ask for the full payment of additional equipment that was agreed upon at installation. At this time if the customer wishes to cancel the ADT services we would ask for 75% of the remaining balance on contract for the 36 month services $1574.74. We would ask the customer to pay the remaining balance for the equipment payment still due $1192.50. We have sent a itemized invoice for the cancellation penalty and the rest of the equipment cost.

   

  All the best,

  Customer Answer

  Date: 05/09/2023

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

  From the screenshots that were sent:

  Page 5 - Early Termination: States that "I will pay 75% of the remaining service charges". It does not state to whom these charges would be paid nor does this section state the full payment of the equipment costs upon early termination.

  Section 15 - Failure to Pay: If I fail to make any payment... Dealer may... "repossess or disable equipment without notice". There is no mention of the full payment of equipment costs being owed upon early termination nor have I been asked for the Dealer to come and retrieve said equipment. I have no objection to the Dealer coming to retrieve said equipment. 

  Page 2: "The equipment will become my property upon payment of the Purchase Amount Total including sales tax, in full as indicated in Section 5. Equipment to be installed". This statement corresponds to the aforementioned Section 15 excerpt that the Dealer may repossess. Since the equipment has not been paid in full, it therefore belongs to the Dealer who has the right to repossess it. Again, no mention of full payment of equipment costs being owed upon early termination/

  Page 1 - Authorized Dealer is not an agent of ADT: "If ADT accepts this contract, ADT will become the supplier of the services to me in place of the authorized dealer and this contract will be between ADT and me". From what I was told from Matt O'Brien and Sabrina, these services would be provided by ADT which, per the excerpts provided would mean that I owe ADT 75% not the Dealer as ADT has been the company debiting my account for services while Secure 24 has been debiting my account for equipment.

  I have not denied my agreement to a 36 month contract. I have not been asked to retrieve equipment nor, would I deny such a request. I have not been provided in writing where it states that the full cost of the equipment is owed upon early termination. Based off the excerpts provided, the Dealer has provided the equipment and initiated the service contract with ADT but ADT is providing the service.
  
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:04/21/2023

  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, her daughter, have cancelled the service twice to no avail because she is still being billed for it and it's not a working device. It's at $215.00.

  Business Response

  Date: 04/21/2023

  -To Whom It May Concern,

  To follow up on this case, we have reviewed the information given about this profile but do not see that Secure 24 has set up this account. This customer would need to contact the corporate ADT office at ###-###-#### for further assistance with closing out this account.

   

  All the best,

• 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:03/28/2023

  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.

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I have not received any notice of any balance due. Legally Secure 24 has to mail or email a bill before they can send to collections.  WE HAVE NOT RECEIVED ANY BILL. We will be contacting a lawyer if the false unknown balance on my account is not zeroed out and closed.
  
  
  
  Sincerely,
  
  
  
  ****** *******DT Corportate. I'd also like to note that I've had many issues with the security system. One being that some window sensors had faulty battery points and would catch on fire. Another being that service was intermittent and I could not rely on it being a good security system. I have tried to speak with a surprivsor of Secure 24 Alarms and they are never available and they never call me back after the employee I do speak with puts "in a ticket" for the supervisor to call me.

  Business Response

  Date: 04/17/2023

  To Whom It May Concern,

  To follow up one the case filed by this customer. We see this customer was installed on 08/30/22. Speaking with the customer she stated she had some service issues after the installation on 12/30/22. Customer stated she had 3 corporate techs out to try to resolve issues. Looking over corporates notes we see that only one attempt was made by corporate ADT. After the service call the customer requested to cancel the service on 02/03/23. We notified the customer that she was within a contract with our dealership and not ADT. We notified the customer that if they would like to cancel we would ask for a penalty to be paid of 75% of the remaining balance on contract. Customer was upset stating the system never worked. Reviewing the profile we see the system was working properly up till 12/30/22 when she requested a corporate tech to come out. We have spoke with the customer notifying her of the 75% balance on contract. Customer denied to pay the balance. At this time we have sent the customer to collections due to no contact and not paying off the cancellation penalty.

   

  All the best,

  Business Response

  Date: 04/25/2023

  To Whom It May Concern,

  To follow up on this case filed by this customer. We had made multiple attempts to contact this customer via phone calls and emails sent. We had not contact for a few weeks and when we did get into contact with the customer we informed them of or cancellation policy and the balance on contract that was owed due to the cancellation of the ADT services. Speaking with the customer she did not agree to pay the balance on contract and at that time we have sent the account to collections. We have attached our cancellation policy above for reference.

   

  All the best,

  Customer Answer

  Date: 04/25/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  A manager never called me back. I put in several calls to their customer service center for a return phone call from a manager who could help resolve the issue.  I’m attaching ADT’s 6 month money back guarantee which Secure 24 Alarms has to honor since they are an ADT authorized dealer.

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

  
  Several attempt were made to rectify the issues we had with the system.  Ultimately the “fix” never were sufficient.  We were not satisfied with the service or the attempted repairs.  We then canceled before our contract hit 6 months. 
  
  
  Sincerely,
  
  
  ****** *******

• Initial Complaint

  Date:01/27/2023

  Type:Service or Repair 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.

  Complaint: ********
  
  
  
  I am rejecting this response because:   I did call them back.  They did credit for one month's service of $63.99, sending me a check.  Also, they did schedule someone to come out and reinstall the camera.  They are charging me a $59 fee on my bill.  I want that waived.  I shouldn't have to pay for the installer terrible install job.  I should be able to touch the camera to reangle it and not have it come out of the wall.  
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  *** ********irst spoke with ****, she then transferred to the technical team. I spoke with an middle eastern man, whom I could barley understand. He then transferred me to another group, who then transferred me again to the scheduling team. No help was received.
  
  All I ask is that the company have someone come to my home and reinstall my camera for me properly and provide me month's credit for my *** service of $63.99.
  
  Thank you for your assistance BBB.

  Business Response

  Date: 02/02/2023

  To Whom It May Concern,

  To follow up on the case filed by this customer. We have reached out to the customer multiple time and have left voicemails to help schedule a service call to fix issues with the camera but sadly have not had a call back from this customer. We will continue to reach out to help resolve this issues. Feel free to reach out anytime to resolve this issue at *************

   

  All the best,

  Business Response

  Date: 02/06/2023

  To Whom It May Concern,

  To follow up on the case filed by this customer. We have spoke with the customer and see this customer was installed on 05/27/2022. The customer tried to move the angle of the camera on 01/17/2022 and the camera came off of the wall. We have directed the customer to corporate *** to schedule a service call to remount the camera since the customer is outside of our 90 day service window. Customer was informed of a 59$ service call fee to go out and remount the camera. Customer did not agree to the service fee. Sadly the service fee is not charged by our dealership but by *** corporate. We have directed the customer to corporate to further discuss the service fee being waived at *************. The customer would need to further discuss with corporate about waiving any service fee to remount the camera.

   

  All the best,

  Customer Answer

  Date: 02/06/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: I find it unacceptable that they won't take ownership for their technician's error with the install. Even the *** rep that came today said the installer did a terrible job. The *** tech did the correct thing and connected the camera to the wood on the underside of the roof. The stucco is only one inch thick on the garage, so the camera fell off the wall due to the lack of attention by the original installer. Now I had a hole in my stucco that I have to fix myself (please see attached pictures). This has been a terrible experience as a customer.    

  I also did not get a confirmation of the $63.99 credit is writing. I want an email confirming this. They can credit the $59 on my bill, as they said they will for the $63.99. 

  If I am not credited the $59, I will make sure that I post a very negative review on social media for this company.  I will tell all my neighbors to go directly through *** and not a dealer.  
  

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

  Customer Answer

  Date: 02/28/2023

  I have still not received my credit of $63.99 from Secure 24 Alarm Systems.

  Business Response

  Date: 03/03/2023

  To Whom It May ****************************** follow up on the case filed by this customer. We have reached out to the customer multiple times but sadly have not gotten a call back to further help in resolving this issue. We will continue to reach out to get these matters resolved. We will send a update as soon as we speak with the customer and have a solution.

   

  All the best,

   

  Customer Answer

  Date: 03/03/2023

  Complaint: 18939660
  
  I am rejecting this response because: they have havr only y called me one time.  I just want the credit of one month for service of $63.99 as promised. I was told a check would be sent because my previous ***** card on file is no longer valid... it wasa compromised so I had to change cards. 

  Please have them send me a check for $63.99 asap. 
  
  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/07/2023

  To Whom It May ***************** follow up on the case filed by this customer. We have spoke with the customer and she stated she did not get a refund for the ***** monthly monitoring rate. We apologized and have processed a refund back to the card on file. The customer was pleased with the resolution.

   

  All the best,

  Customer Answer

  Date: 03/09/2023

  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,
  
  ***********************