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:07/27/2023

  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 purchased my house about a month ago 5/20/23 I got the service with ADT since the previous owner had it. Jerry came to install the new system. The very next day the screen machine did not turn on. Its been more than a month and I have dealt with so many of your customer reps, via chat and phone calls. I was told for the first year the dealer handles my account and the phone number is ###-###-####. I spoke with ****** * 6/21/23 at 10:52am. I requested cancellation without getting penalized since I read the 6 months money back guarantee if customer service doesn't help. ****** refused and told me she couldnt do that until she put the request for someone to come. After several minutes, I decided to let her request for someone to come to my house the very next day but I did tell her this is not the first time someone puts a request to come to my house and no one comes and I told her if no one comes after you put the request I want cancellation of the contract with no charge and she said yeah no worries ***** will be there tomorrow from 8-12pm! No one came, no one called, I waited and no one showed up. I called to cancel and now I spoke with Andrew yesterday 6/23/23 and told me sometime next week a supervisor will call me. I had enough with this customer service. I need to cancel the contract without getting penalized with a fine.

  Business Response

  Date: 07/31/2023

  To Whom It May Concern,

  To follow up on the case filed by this customer. We have spoken with the customer about the issues listed. We had scheduled a service call for this customer to resolve the system issues the customer was experiencing with the ADT system. The tech came out and noticed the keypad was not working but offered to replace it at no cost. Customer refused to swap out defective panel due to wanting to cancel out the account. We went over with the customer that we would ask to replace the defective panel before we canceled the account and if they wanted to cancel, we would ask for the 75% of the remaining balance on contract. This customer agreed to pay the early termination charges and this account is now affectively cancelled. 

   

  All the best,

• Initial Complaint

  Date:07/26/2023

  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.

  6/13/23 Made appointment for installation. A $100 rebate incentive was promised verbally and in writing. The condition to be met was a successful installation and three year contract. My installation was completed 6/21/23 with the three year contract. I contacted Secure24 by email on 6/23/23 to follow up on the rebate offer. I was contacted by phone and the caller promised me that the rebate would be in the mail. As of 7/25/23 I have not received my rebate and no one will respond to my request for written follow up.

  Business Response

  Date: 07/27/2023

  To Whom It May Concern,

  To follow up on the case filed by this customer. We have spoken with the customer and informed them that we have the rebate check offered cut and ready to be sent out. We informed the customer she should receive the rebate check in the next week or so. Customer was pleased with the resolution.

   

  All the best,

  Customer Answer

  Date: 07/27/2023

  I appreciate the prompt response to my complaint.  Once I have received the rebate check, I will gladly accept the business response on the BBB website.

• Initial Complaint

  Date:07/18/2023

  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.

  I contracted for home security through Secure24 (LVD Concepts) at the end of June with a scheduled installation date of 7/22/2023. My contract states I can cancel worry free and without ramifications through 7/3/2023. I have been calling them for weeks to cancel beginning on 6/30/2023 going through today, 7/18/2023, due to an issue/delay with the purchase of my new home. No one has returned my calls, replied to my emails, nor responded to the cancellation notice I mailed (as instructed in the contract) to LVD Concepts. I am fearful this is a scam and, therefore, reporting them to the BBB in a desperate attempt to receive a response and ensure cancellation. This service hasn't even been installed yet, so it really shouldn't be this difficult to cancel, especially when I have followed all the instructions as per the agreement/contract. Also, they provide nearly 12 different phone numbers to contact and, if you get through at all, you're told your account does not exist!

  Customer Answer

  Date: 07/19/2023

  I would like to proceed with closing/cancelling/withdrawing my complaint that I filed against Secure 24 Alarm Systems as they finally reached out to me today and were able to resolve the situation. I've attached the complaint to this email. Please let me know if you need anything else to proceed with this action. Thank you for your assistance and attention to this matter. 

  
  

  All the best!

  
  Samia Javed 

  Cell / WhatsApp: ***************

  Email: **********************

  LinkedIn: ***************************************

• 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:06/26/2023

  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.

  I purchased the ADT security system in the fall of 2022. When the guy came to install it, he had trouble getting a connection to the camera because there is no cell phone service where I live, only internet. He had to call his boss a few times to figure the issue out. He got them working and said the connection may be an issue, and may not we would just have to try it. We used the cameras for a few months, they wouldn't pick up everything but some things such as us pulling in the driveway but not leaving. Then, come spring 2023 someone tried breaking into our building and the camera didn't catch it so I called ADT and was told there was nothing they could do if it was a connections issue. I told them I wanted to cancel my service, because I was not going to pay for something that didn't work. Fast forward a few weeks, I get an email saying I owe money or I am going to be sent to collections. I call (###-###-####) and am told I owe $1300 for canceling my contract. I explain the cameras weren't working, so why would I keep paying for them? The woman says there is no note that I made a complaint, I told her I could get my phone bill record to prove I did call. I asked to speak to a manager and was told she would leave a note for her to call me back within 24 hours. I never recieved that call, only a call from a collections agency a week or so later. I explained to them I was disputing and the manager never called me back. So, I call ADT again and am told there was no note (again) for the manager to call but since it just went to collections it should still be able to be resolved that she would ensure he note was put in for the manager to call. I never recieved that call and called back again 5/22 and the woman answering refused to speak to me because she said it was sent to collections, I explained I didn't want to speak to her, only a manager. She again told me she would leave a note but that I probably wouldn't get a call back. **I can get phone records if needed**

  Business Response

  Date: 06/27/2023

  To Whom It May Concern,

  To follow up on the case filed by this customer. We installed ADT services at this property on 08/11/2022. We did not show any trouble codes or calls from the customer until 03/22/2023. The customer called the corporate office and requested to cancel the ADT services. We were notified by the corporate office that the customer had placed a cancellation on this account. We spoke with the customer notifying them the contract is held by Secure24 for 13 months and were not made aware of any issues with the system until 03/22/2023. We notified the customer how we would ask to service the systema and reactivate the ADT services. The customer was not open to scheduling a service call due to the WIFI having issues at the property. The issue with the ADT services was not due to the equipment installed but due to the Wi-Fi in the home. We notified the customer that if she continued with the cancellation of the service, we would ask for 75% of the balance of contract be paid. Customer did not agree to the cancellation penalties noted in the contract on file. Since the customer did not agree to pay the early termination fees attached in the contract or to reactivate the ADT services, we have sent the account to collections. I have attached our cancellation policy in this response.

   

  All the best,

  Customer Answer

  Date: 06/27/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I have phone records proving I have called ADT a total of 14 times regarding the matter. 3 times before the cancelation and the rest after trying to speak to management. I did not receive a single phone call back and never was out through to a manager.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 06/29/2023

  To Whom It May Concern,
  
  To follow up on the case filed by this customer. We installed ADT services at this property on 08/11/2022. We did not show any trouble codes or calls from the customer until 03/22/2023. The customer called the corporate office and requested to cancel the ADT services. We were notified by the corporate office that the customer had placed a cancellation on this account. We spoke with the customer notifying them the contract is held by Secure24 for 13 months and were not made aware of any issues with the system until 03/22/2023. We notified the customer how we would ask to service the systema and reactivate the ADT services. The customer was not open to scheduling a service call due to the WIFI having issues at the property. The issue with the ADT services was not due to the equipment installed but due to the Wi-Fi in the home. We notified the customer that if she continued with the cancellation of the service, we would ask for 75% of the balance of contract be paid. Customer did not agree to the cancellation penalties noted in the contract on file. Since the customer did not agree to pay the early termination fees attached in the contract or to reactivate the ADT services, we have sent the account to collections. I have attached our cancellation policy in this response. This customer would need to contact the collections agency to further dispute this case.
  
  
  
  All the best,

  Customer Answer

  Date: 06/29/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I still do not agree with ADT Secure 24’s detail of events. I have in fact contacted the collections agency with my documentation. 
  
  
  
  
  
  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:06/12/2023

  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.

  On May 24th after we moved into the new home, we received an advertisement for a security system from Secure24, an authorized dealer for the *** system. I called and spoke to *******; he sold me that system, and with the security system, I was getting the video doorbell. The technician came on June 5th to install the system. All was done, and when he left, we noticed that when people went to the door and rang the bell, it would not have a sound inside the house. I called Secure24 and spoke to ******* and he said that I was supposed to get it; he transferred me to customer service, and the person said I was getting the microphone to install. That was Thursday, June 8th. Since I never got anything, I called them again this morning, Monday, June 12th, and now they are telling me that I need to pay $50 to get the microphone to ring my doorbell. This is very unfair; when they sold me the security system, they said that the price was included with the DOOR BELL and not just the front video. 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: 06/13/2023

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

  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.

  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: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.

  The day after I purchased my home, I had Secure24 come to install equipment for my ADT alarm system. I purchased additional equipment from the technician on the day that he came to install my alarm. As I read over the contract, while he was there and I asked questions, he quickly summarized the "highlights" of the contract with him explaining that there would be a 75% equipment fee for early cancellation not mentioning any additional fee for cancellation.
  
  When I called to cancel today due to financial challenges, two representatives also mentioned the 75% quoting me about $1500 to cancel and not mentioning any other fees. Shortly after concluding my call, I received an invoice with double the amount, about $3,000. When I called, I was told that it was for the 75% cancellation fee and the remainder of the equipment plus the one month I missed.
  
  There was no transparency from start to present. Had I better understood the terms of the cancellation, I would not have agreed to additional 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,

  Customer Answer

  Date: 05/09/2023

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

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