Complaints

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• Initial Complaint

  Date:05/15/2024

  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 built a home in 2019 and signed a 5 year service contract with Security Force for alarm system monitoring. I moved in 2020 after being in that home for a year and a half. I called Security Force to cancel service as I was moving and they informed me that I would be expected to pay out the rest of the contract or move the service to my new home and finish out my current contract which was 3 1/2 additional years. I agreed to this and asked multiple times that I would not be signing a new 5 year contract and the person I spoke with assured me that it was a 3 year contract. I was later provided with a contract for 5 years. Unfortunately I did not see this in the contract as it is in small print and buried and I took the word of the person at Security Force that I spoke with and confirmed 4 times that the new contract was for 3 1/2 years. I am now moving again after being in my current home for 3 1/2 years and have had security force since then. I have paid every single bill on time and never missed a payment. I do not want to use them in my new home so I called to cancel that service and was informed that I had signed a 5 year contract (not a 3 1/2 year as discussed) and would be required to pay $1,300 to pay out the rest of a 5 year contract. I feel like this was an absolute bait and switch and deceitful business practice. I want them held accountable.

  

  Business Response

  Date: 05/15/2024

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

   

  I actually worked on your account today with our staff after receiving the email you had in regard to the concern for the buyout. We apologize for any confusion in regard to the renewal term. We don't believe we have our terms hidden, as we have them placed on the front page of our agreement and we also make sure all of our clients initial off that area for what term they are selecting. With that being said, I did let our team know today upon reading your email that once we receive your copy of the sale of your home we can refund you the difference of what you had paid for your cancel as the maximum amount would be the $749.00 plus any overdue balance.

   

  We hope this helps with your concern and appreciate you reach out for any concerns. 

   

  Thanks

   

  Security Force