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Business Profile

Security Systems

Smart Squad Security, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Security Systems.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:04/10/2025

    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.
    I (28F) was approached in my driveway alone at night while trying to transport sleeping children inside, by an ADT salesman, ******, as he found via public records I had just purchased the home the week prior. He discussed briefly the services offered, the low cost of service, and acknowledged my visible existing camera system and that it was a “$10k system they could get up and running for minimal to no cost”. I accepted a business card and he agreed to return a few days later at 10am. The day comes and the agreed upon time passes, I call ****** and he asks if he can come a few hours late, I say no as I had other times to do so we agree he’ll come in the afternoon. He finally shows up around 4:30 with the understanding it would take “no more than 20 minutes” when in reality it was almost an hour. I should have spotted the red flags to begin with. I am now running around with toddlers simultaneously trying to discuss the service with my boyfriend present. My boyfriend is on board and agrees to the service. I check in and very clearly state anything must go through ME as the homeowner, yet the contract is still sent via DocuSign to NOT my email address and I have no opportunity to review it. I have yet to have any sort of copy of said agreement or opportunity to review it. I was ultimately quoted $200-$250 to get my FULL camera system up and running with a new DVR box. The salesman, ******, has his son come and complete the install over the course of a few days (originally said it would take a couple of hours, more like a few DAYS for completion). Same day install is complete it’s clear it’s not a worthwhile service for my needs and next day I text ****** directly to cancel as per his request “reach out to me directly if you change your mind” as cameras ended up being over $1k. I was within the contract cancellation period. He had me call him to discuss. Told me I would receive FULL refund per his boss, ****** 3 weeks later = no refund, getting the runaround.

    Business Response

    Date: 04/15/2025

    Hello, I spoke to Ms. ****** personally the day of the complaint and issued the refund immediately.   We strive to provide above and beyond service to all customers.    Ms. ****** mentioned she would take this complaint down after our conversation.    

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