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:10/20/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** by proxy owns this issue. They sub-contract the installation and first three months of support. The real issue here is with their ****** area installer *** Concepts. **********. They didnt call/show on original date, gave me a camera that was useless with the *** control panels, no call/show to swap out, I had to repair the lock they installed on back door and I have called and am waiting for a call back from a supervisor 4-5 times now. *** said they had no records of calls (I have multiple screenshots). As a matter of fact I had *** corporate on the phone when I was relaying the awful service, and the *** rep put me on a hold to speak with ***. The *** *************** up on the *** rep, and he said absolutely we are canceling. *** needs to be exposed and is trying to threaten me into paring the balance of the contract.

  Business Response

  Date: 10/07/2022

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  LVD Concepts Inc.
  6 Liberty Sq,
  ******, MA, 02109-5800
   **************
  
  Please forward this on to the correct company.

  Business Response

  Date: 10/24/2022

  To Whom It May ****************************** follow up on the case filed by this customer. We have spoke with the customer about the issues listed below. Customer was upset due to having a system malfunction and had a scheduled service appointment but it was not with our office it was with our corporate office. Customer was upset about the missed appointment. Customer requested to cancel and stated that the account was already being cancelled out by corporate ***. We spoke with the customer and went over how the contract on file is with our office and not the corporate office and if he was looking to cancel we would ask a penalty to be paid of 75% of the remaining balance on contract. Customer did not agree to pay and stated he just wanted it cancel. We went over how we would ask for a service call to fix any issues with the equipment since it is warrantied but customer denied service call scheduled. At this point the account is canceled and we would ask to reactivate the *** services or if customer wishes to keep it canceled we would ask for the 75% remaining balance on the contract be paid.

   

  All the best,

  Customer Answer

  Date: 10/27/2022

  Complaint: 17921344
  
  I am rejecting this response because:

   

  That is complete and total fabrication of having a scheduled appointment with ADT corporate to swap out a malfunctioning piece of equipment.  Per ADT, Secure 24 handles the first 3 months of customer onboarding and all service needs.

  Secure 24 and their contractors showed blatant disregard to the most basic of customer service principles- they failed to show up 2 out of the 3 times they were scheduled to be onsite, and didn't even have the courtesy to call.  

   

  Multiple calls were made to the *** Concepts phone bank, and to this point I am still waiting for a 'supervisor' to call me back.

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

  Customer Answer

  Date: 11/07/2022

  I am writing in response to the business response. They absolutely fabricated a lie that I had an appointment scheduled with corporate ADT for Saturday June 25, 2022. 

  I was able to produce my cell phone bill that shows a call to LVD concepts on 6/22 for 17 minutes which is when they scheduled the Saturday visit. 

  This outfit is very deceptive and really gives a bad impression of the home security industry.
  

  Business Response

  Date: 11/22/2022

  11/22/2022: The consumer called to cancel their account, which we explained the cancellation policy stating the 75% remaining balance fee at that time. This account has been sent to collections.

• Initial Complaint

  Date:09/20/2022

  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.

  I was contacted by Secure 24 directly after closing on the purchase of my house in June. A tech was scheduled for the first week of June of 2022 to install service. This was called a service transfer as we were already with ADT at our previous address of **************************************************************** rep ***** informed me on the initial call that our "activation fee" of $99 would be waived since we were existing customers who were just transferring service to our new address ********************. This phone call took place on June 1st of 2022 Upon the day on installation, June 8th of 2022, the installation tech charged me the "waived" $99 activation fee. I questioned why and also called ***** because this went against what I was told. I was informed that I would get the credited back to the Chase card used. I will add, the installation tech upcharged me $1200 for more sensors that I decided to finance. A month goes by and it is now July - No refund for the $99 activation fee has been posted back to my Chase card. Naturally, I call the guy who told me that I would be getting a refund - *****. In that phone call, ***** told me that now, I would be getting a check in the mail for the "$99 activation fee" and this takes ***** business days. As frustrated and mislead as I was, I said OK and accepted that I would be getting a check in the mail.It is now September 20th and I have not received any form of check/credit/refund for the "$99 activation fee" that I was originally told I was not going to be charged for! I called in and spoke to customer service - after waiting for five minutes, they came back on the line and informed me that the "$99 activation fee" would be applied to my financing for the additional sensors... I DO NOT HAVE THAT IN WRITING ANYWHERE! NONE OF MY PAPERWORK FROM 6/8/2022 MENTIONS ANYTHING REGARDING THAT AND THE PEOPLE I HAVE SPOKEN TO UNTIL TODAY MENTIONED NOTHING - ACCORDING TO THEM, I SHOULD HAVE HAD A CHECK This is pure deceit and fraud.

  Business Response

  Date: 09/21/2022

  To Whom It May ****************************** follow up on the case filed by this customer. We have spoke with the customer and he notified us that he did not get a rebate for the 99$ activation fee as promised. After reviewing the account we see that the customer did not get a rebate as promised. We have refunded the 99$ back to the card on file to resolve this issue. The customer was pleased with the response and understands it will be back in their checking account in the next 24 hours.

   

  All the best,

  Customer Answer

  Date: 09/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************