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: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.

  I signed a contract with Secure 24 Alarms an ADT authorized dealer that after 90 days was then serviced by ADT corportate. ADT Corporate has a 6 months money back guarantee. At 5 months and 15 days I canceled my contract and services with ADT Corporate. They honored their guarantee and canceled my contract that was cancelled with a zero balance. Now Secure 24 Alarms is saying that I owe them a cancelation fee (75% of the remaining 3yr contract, $1417.28). After 90 days the contract is no longer serviced by Secure 24 Alarms and therefor I do not owe any money to them. Secure 24 Alarms has sent several threatening emails saying they will be sending me to collections. Please note that I have a zero balance with ADT Corporate and I paid for the equipment of the security system out right. ALSO, Secure 24 Alarms has NEVER sent me a bill or invoice informing me of any such amount due to cancellation OR a way to pay. But AGAIN, I do not have a contract with Secure 24 Alarms only with ADT 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,

  Customer Answer

  Date: 04/17/2023

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

  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.

  I had my *** security system installed by Secure24 Alarm Systems on 5/27/22.
  Account Number: *********- *** ********* ******** **** * ******** *** ******** ** ***** On 1/17/23- I noticed that the cameras angle was a little off for the view of my driveway/ street and wanted to reposition it.
  I got up on a ladder to get to the camera and tired to reposition the camera and it fell off the wall into my hand.
  I have other other cameras by Yi that I have been able to reposition without it falling off the stuccoed wall. The installer that installed the camera placed it directly into the stucco with no enforcement to hold it on the stucco wall
  I had to unhook the camera and take it down since it would just dangling and would have fallen to the ground.
  That evening I called and left a voicemail for Secure24 Alarm Systems regarding my concern/complaint. I asked in the voicemail for a return call and someone to reinstall the camera properly.
  1/27/23- no return call so I called again. I first 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,

  Customer Answer

  Date: 02/02/2023

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

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

• 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,