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:06/05/2025

  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.

  I am writing to formally request the immediate cancellation of my contract with Impulse Alarm due to serious concerns regarding how the contract was initiated, as well as my current inability to continue payment due to financial hardship.When the Impulse Alarm representative visited my home, I was not given a clear explanation of the contract terms. More disturbingly, the representative took my personal phone scrolled through it, and completed actions without my full understanding or consent. At no time did I receive a detailed verbal or written explanation of the contract. I was never informed of the financial obligations, cancellation policy, or length of the contract. The company Impulse alarm was never mentioned at all or that I was entering a contract with impulse alarm. I thought this was directly through ADT. I was under the impression I could cancel and return equipment at any time. I was never told I was purchasing this equipment nor the amount. The only time any payment was discussed was after installation when I was told I would pay two $50 increments one for monitoring and one for use equipment. The representative never told me I was having my credit checked for any type of financing. I trusted ADT and that something as serious as purchasing or financing something would be clearly mentioned however, this was not ADT. I was only made aware of this company after I started checking statements and requested a copy of the contract. My contract with *** has my signature but the contract sent from Impulse I do not recall seeing and my name is typed in? The representative should have never made me feel pressured to continue to hand over my phone to him especially not knowing he was skipping extremely important information. These actions constitute deceptive business practices and unprofessional access to my personal property, and I feel may violate state and federal consumer protection laws. Had I been properly informed, I would not have agreed to the service

  Business Response

  Date: 07/08/2025

  To whom it may concern,
  Impulse Alarm would like to give some insight into our process and policies.
  Impulse Alarm is part of the ADT Authorized Dealer program. We generate new clients for ADT
  and are compensated for each qualified account we create. When accounts do not perform to
  ADTs standards Impulse Alarm has 100% of our compensation we were paid on the account
  reversed. This is a standard business practice in our industry. This creates an environment
  where unhappy customers and bad business have a massive negative downside for the Impulse
  Alarm business model. There is zero motivation, or upside profitability for us to create clients
  that are unhappy with our services. When a customer is unhappy and refuses to pay for their
  monthly service charges Impulse Alarm is financially injured. We as a company have taken
  great measures and spent considerable resources to ensure our clients are happy with the
  services we provide.
  We employ an in-house software development team and have built custom solutions with the
  support of a very strong anti-fraud ecosystem. When a client purchases a system from Impulse
  Alarm they are given a login to our system to sign documents, provide personal information, and
  at the end of the installation process the client logs back in to complete a quality assurance
  form. This login is assigned to the client and each device is fingerprinted and the ** address is
  recorded. This means no one other than the client is able to login to their portal. Once each
  document in the process is completed a copy of the document is emailed to the client. We are
  also legally required to allow a three day right of rescission period to all customers who sign up
  for our service.
  Once the installation is complete and the system is activated with ADT we ask the client to
  complete our quality assurance form via their Impulse Alarm portal. The ** form assures us
  there are no lingering issues with the clients installation and that they are satisfied with their
  new system.
  We have attached the ** form with questions and answers.
  We put a lot of energy into making sure our sales and installation process are extremely transparent.
  Neither Impulse Alarm nor ADT have any interest in upsetting customers or making them feel misled.
  Thank you
  ******** ******
  
  

• Initial Complaint

  Date:12/27/2024

  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.

  Will this be forwarded to

   

  Impulse alarm LLC

  ****************************************

  *******************************************

  **************

  Please forward this on to the correct company.

   

  As stated by ADT?

  Business Response

  Date: 12/26/2024

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  Impulse alarm LLC
  ***********************
  *********, NV 89104-3707
  **************
  Please forward this on to the correct company.
  

  Customer Answer

  Date: 12/27/2024

  In July of 2024 we were approached by a salesman for *** after purchasing our new home. After turning down **** services we were approached by a different salesman who stated that he was the area's manager. He was extremely persistent and informed us that we lived in a dangerous area and that even our dogs would be of no protection as they would be killed by robbers. These salesmen were so persistent that two showed up in the same day at the same time as one another.We were never told that we were entering a 3 year contract. And that the only way to break the contract was by paying 75 % of the remaining fee. This system has been of little use and has waisted the time of our local first responders. One evening, whole cooking, I accidentally set off the smoke alarms. We deactivated the alarms and told the ADT operator that everything was fine. Yet they still dispatched our local fire department.This is extremely embarrassing for us as we hate to waste these men and women's time and our tax dollars. I'm afraid that if this were to happen again that we would be charged. *** is a predatory company that takes advantage of new buyers and then ***** them into an unreasonable contract.

  Business Response

  Date: 01/25/2025

  Impulse Alarm LLC uses a custom software solution to ensure a secure and seamless process.

  When you purchase a system, you receive a login to a personalized portal where you sign documents, provide personal information, and complete a quality assurance form. Each login is unique to you, and we track device and IP addresses to ensure security.
  
  Copies of all signed documents are emailed to you and we provide a three-day right of rescission period.

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22730413
  
  I am rejecting this response because:

  This feels like an auto generated response where accountability is not being taken. No part of my complaint was addressed. 
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 08/19/2025

  Impulse Alarm uses a custom software solution to ensure every customer completes a secure and transparent process when purchasing a system. Each customer receives a unique login to a personalized portal where they review and electronically sign all necessary documents, provide personal information, and complete a quality assurance form. For security, our system tracks device and IP addresses associated with each login.
  Once documents are signed, copies are automatically emailed to the customer for their records. Additionally, customers are provided with a three-day right of rescission period, during which they may cancel the agreement without penalty.
  Because of this process, we are confident that customers are fully informed of their agreement terms at the time of purchase.
  
  It is important to clarify that while Impulse Alarm assists with installation and onboarding, we do not control ADTs monitoring protocols or dispatch decisions. **** monitoring centers follow strict safety procedures when they receive an alarm signal. Even when a homeowner advises the operator that an alarm was triggered accidentally, the monitoring center may still be required to dispatch local authorities. This is designed to prioritize life safety and ensure no genuine emergency is missed.

• Initial Complaint

  Date:12/10/2024

  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.

  Entered by BBB staff LO Consumer states he was on his porch about 4 months ago and some *** employees came to talk to him. They offered him a surveillance package for $60 a year. He has been having issues with the cameras and he found out the salesman he spoke to were a third party and did not work directly for ADT. The consumer asked *** to cancel his service and they said they could not cancel but they would not give him a reason.

  Business Response

  Date: 12/10/2024

  Impulse alarm LLC
  ***********************
  *********, NV 89104-3707
  **************
  Please forward this on to the correct company.
  

  Business Response

  Date: 12/18/2024

  Impulse Alarm LLC uses a custom software solution to ensure a secure and seamless process. When you purchase a system, you receive a login to a personalized portal where you sign documents, provide personal information, and complete a quality assurance form. Each login is unique to you, and we track device and IP addresses to ensure security. Copies of all signed documents are emailed to you and we provide a three-day right of rescission period.
  
  As part of our quality assurance process, which is digitally provided to each customer and required before an installation is complete, we ask the following question:
  Is your security system working, and did the technician show you how to use it?
  
  The customer  answered Yes to this question. We rely on our customers to answer these questions truthfully. Had the customer  answered no, we would have automatically sent the technician back to fix the issue.
  
  Impulse Alarm LLC can service clients for the first 90 days after installation as part of our agreement with ADT. Beyond this period, *** takes over the responsibility for servicing your system. ADT is dedicated to ensuring that your alarm system functions correctly and offers to fix any issues for a minimal trip charge, as long as your account is current with billing.

  Customer Answer

  Date: 12/28/2024

  To who it May concern, I finally got a hold of ADT on December 26,and they told me the third party is who I need to contact their name is impulse alarm, after several attempts on trying to contact impulse alarm I finally got a hold of a guy named fence and I told him off my situation someone solicited me about getting a camera system and when I mentioned wyze that was installed at my resident at *********************************************************** they have no recollection of that service he said he will do some investigation in a meanwhile he's going to send someone out by the name of ***** and that call was made to impulse on December 27th right now no one has reached out to me on coming over to check out the the cameras. And a little bit more information since the installation my identity been compromised my credit card been compromised so I want to get out of this contract without prejudice.

  Customer Answer

  Date: 12/28/2024

   
  Complaint: 22659516
  
  I am rejecting this response because:

  To who it May concern, I finally got a hold of ADT on December 26,and they told me the third party is who I need to contact their name is impulse alarm, after several attempts on trying to contact impulse alarm I finally got a hold of a guy named fence and I told him off my situation someone solicited me about getting a camera system and when I mentioned wyze that was installed at my resident at *********************************************************** they have no recollection of that service he said he will do some investigation in a meanwhile he's going to send someone out by the name of ***** and that call was made to impulse on December 27th right now no one has reached out to me on coming over to check out the the cameras. And a little bit more information since the installation my identity been compromised my credit card been compromised so I want to get out of this contract without prejudice.

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

  Customer Answer

  Date: 01/12/2025

  I just wanted to add some more information at the time of the insulation a guy by the name of **** ****** says he worked for *** directly not a third party I have no idea what the third party was until now anyways ADP came out and said that those cameras are not their own and the guy that I'm working with at impulse can't verify those cameras either the cameras was installed by some wise technician I guess they team up together the *** and wise some kind of side jobs they do not sure and at the time of the insulation they took my phone and installed everything in it because I'm enept on computer stuff. So I'm working with a *** ***** and impulse right now he says he's going to get back with me I have no knowledge of when that's going to be right now I'm paying for surveillance system that not working from day one can never get them to come out and check it out because no one that wants to acknowledge that the system did they put in was some kind of fraud

  Customer Answer

  Date: 01/12/2025

  At the time of the insulation they took my phone and set up everything in the phone for me so I was unaware of a third party, besides impulse doesn't know that camera service that's installed at my house at this time wyzse carmera

  Customer Answer

  Date: 01/12/2025

  **** ****** was the technician that installed the system and told me that he worked for *** he even gave me his business card.

  Customer Answer

  Date: 01/21/2025

  Today is January 21st and I'm still paying for it surveillance system at impulse alarm and I'm not getting they said they would investigate the installation because they not aware of wyce surveillance that was installed neither do ADT is aware of that type of system so there's no one to come out and check it out for me so I'm this time I'm still waiting.

  Business Response

  Date: 08/19/2025

  On June 15, 2024, the customer completed our secure ***************** (**) process immediately after installation. During this process, the customer:
  Confirmed that all information on file was accurate, including contact details and payment method.
  Verified he was the homeowner and authorized the installation.
  Rated both the technician and sales representative a 5 out of 5.
  Confirmed the system was working, that he received *** yard signs, and that he was able to log into the *** Control app.
  Stated that he was not under contract with another security provider.
  Affirmed that no financial incentives outside the written contract were promised.
  Acknowledged that Impulse Alarm LLC does not offer rebates, monitoring credits, or buyouts beyond the written monitoring agreement.
  These acknowledgments are documented and confirmed directly by the customers responses in the ** system.
  Clarification on Pricing
  The customers claim of being offered a surveillance package for $60 a year is inconsistent with the terms confirmed in the ** form and the signed monitoring agreement. *** monitoring is billed monthly, not annually, and no such $60/year package exists.
  Cancellation and Account Management
  ******************** handles installation and onboarding, but all monitoring accounts, billing, and cancellations are managed by *** directly. While we regret the customers frustrations regarding his service experience, Impulse Alarm has no authority to cancel or alter ***s contractual terms.
  Closing
  Impulse Alarm values its customers and strives for transparency. In this case, the customer personally confirmed the details of his agreement through our ** process, including acknowledgment of the terms and obligations. Any further concerns regarding cancellation or billing must be addressed directly with **** customer service department.

  Customer Answer

  Date: 08/20/2025

  On the day of the installation **** ****** promise me he would install both Alarm and a servalllance system at my residence for $60 per month,and that's the only reason I agree to it,because I. Already have Vivint for 15 years strong, and told him that,I even have prove that the Technican **** ****** said that,my neighbor  ******* ******** was here that day.i came to find out that the servaillances system tha **** ****** installed was bought from ****** he even set it up and created a pass word ,he also set my credit card payments, that would explain why why I had fraudulent activity on my credit card during that time, anyway the Cameras is still up on the house and not wekn from day one, and would like to be out of this contract with no penalties and all my monies return, because this was a classic BATE AND SWITGH.Thanks

   

  Customer Answer

  Date: 08/20/2025

  Also the name of the cameras tha ADT technical installed is WYZE he set it all up

   

• Initial Complaint

  Date:11/05/2024

  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.

  Complaint taken over the phone by BBB Staff Purchased the alarms about 2 months ago and they hired Impulse to come out and install it. I wanted them to come out and make that beeping noise stop. Fix the sensors

  Business Response

  Date: 11/05/2024

  Impulse alarm LLC
  ***********************
  *********, NV 89104-3707
  **************
  Please forward this on to the correct company.

  Business Response

  Date: 08/19/2025

  Impulse Alarm LLC can service clients for the first 90 days after installation as part of our agreement with ***. Beyond this period, *** takes over the responsibility for servicing your system. ADT is dedicated to ensuring that your alarm system functions correctly and offers to fix any issues for a minimal trip charge, as long as your account is current with billing. 

• Initial Complaint

  Date:11/04/2024

  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.

  September 2024- ****** ***** called me up to tell me my 3 year contract with ****** was up. He came out and replaced my control panel with anADT one. He did work for Angellic alarm **************** After installing I found out he works for ADT and Impulse Alarm!! Next few weeks I kept get emails from Brinks saying my system wasnt alarmed! After texting ****** to find out why this was happening- he said hed check into it! He never did. I found out I still was under Brinks! Cancelled with ADT and Impulse alarm within three weeks -now they want to charge me $2,522-Impulse. *** wants $124! Im a widow , *********, elderly lady on fixed income. I trusted ****** when he said my 3 year contract was up- assuming he had checked!! His former boss from Angellic said hes been lying and going in books to find out when customers contracts expire- hes stealing from his former boss- he also quit working at ******************** So hes stealing customers from ****** and Angellic - like me- & installing ADTand impulse alarm equipment! I never received any contract or paperwork! Only signed on his phone- doesnt give you time to read what youre signing! Im trying to get the charges dropped. Now they(Impulse alarm say theyre turning it over to a collection agency! Ill get bad credit! My credit has always been excellent! I pray they do right to all the other 61 complaints and elderly theyve scammed! Thank you

  Business Response

  Date: 08/19/2025

  At the time of installation, the customer completed our Quality Assurance (QA) process through our secure portal on September 11, 2024. In that QA form, the customer:
  Confirmed that all information provided was correct.
  Verified she was the homeowner and provided her payment method.
  Rated both her technician and sales representative a 5 out of 5.
  Confirmed that the system was working, that she received *** yard signs, and that she was able to download and log into the *** app.
  Stated she was not under contract with another security provider at the time.
  Acknowledged that Impulse Alarm LLC does not offer incentives, rebates, or buyouts beyond the written monitoring agreement.
  These acknowledgments are recorded in writing and confirmed directly by the customer.
  Billing and Collections
  After installation, the customer did not maintain her monthly *** monitoring payments. As a result, Impulse Alarm was charged back by ***. Because of this default, her account was referred to a third-party collections company to recover the outstanding balance owed. This action was not taken lightly, but it is the standard process when a monitoring account is canceled or unpaid after installation.
  Sales Allegations
  We take allegations about our representatives seriously. However, the customers own signed ** form shows she confirmed that:
  She was not currently under another contract.
  She understood the terms of service.
  She acknowledged responsibility for payments associated with the installation and monitoring.
  This documentation contradicts the claims that she was misled about being under a prior contract or that she did not receive or agree to the terms.
  Closing
  Impulse Alarm values its customers and strives for transparency in every transaction. While we understand the customers frustration, the balance due stems from her nonpayment to ***, not from any failure by Impulse Alarm to disclose terms. All terms were reviewed, acknowledged, and signed by the customer at the time of installation.

  Customer Answer

  Date: 08/20/2025

   
  Complaint: 22504738
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 08/20/2025

  As I stated in my first letter, ****** ***** told me my three year contract was up with ********. I trusted him. Yes I signed contracts on his phone, which I couldnt even read the terms then I start getting emails from Brinks. When I ask ****** about it he said he would check with his people, but he never did. Why would I want to security systems? Yes, I gave him a five I would give anybody a five. On their question and answer survey. His former boss from Angelic said he was gonna sue him and take him to court because he was stealing. people from him going into his files. If you check other BBB complaints you will see that other people have filed against this company. Also, theyre scamming everybody the elderly we dont have money to pay for this. Im a recently widowed Christian lady, I will pray that the Lord will make them realize the truth and to drop these silly charges. Also ****** took a video of me on his Instagram page when he was in my garage helping me set up my system. That is illegal and he could get in a lot of trouble with this. I will pray for them to drop the charges, but my next step is small claims court. If they think they can win. I have witnesses on my side. God bless you all and your soul and conscience ******.

  Business Response

  Date: 08/26/2025

  1. ***************************start="1479" data-end="1482"> Ms. ******** executed her agreements electronically on her own device. Immediately upon signing, copies were emailed to the same email address she later used to file this BBB complaint, ensuring she had full access to review her contracts.
  2. Customer Acknowledgment During QA
  On September 11, 2024, Ms. ******** completed a ***************** call and form, which confirmed the following (see attached):
  She verified her personal and payment information.
  She rated both her technician and sales representative a 5 (highest possible rating).
  She confirmed the security system was working and that she had successfully logged into the *** Control app.
  She answered NO when asked if she was under contract with another security provider prior to this installation.
  She confirmed understanding and agreement to the Terms of Service, including the fact that no outside rebates or credits were promised.
  She acknowledged the two separate payments involved: one for *** monitoring services and another for equipment financing.
  3. Service and *********************start="2574" data-end="2577"> Impulse Alarm fulfilled its contractual obligations by providing equipment, installation, and activation. Although Ms. ******** later requested cancellation, her contract clearly specifies that cancellation after installation does not eliminate financial responsibility. As such, the outstanding balance remains valid.
  4. ***************************start="2924" data-end="2927"> Due to nonpayment, her account has been referred to a third-party collection agency. At this stage, Impulse Alarm cannot alter or waive the balance.
  Conclusion
  Impulse Alarm respectfully disagrees with Ms. ********* characterization of events. The recordsincluding her own QA confirmations and signed agreementsshow that she knowingly entered into the contract, verified the terms, and affirmed that she was not under contract with another provider at the time.
  We request that the BBB recognize that Impulse Alarm has acted in good faith, provided the contracted services, and followed proper procedures. The balance owed is legitimate and enforceable.

• Initial Complaint

  Date:09/10/2024

  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.

  I opened an account with *** in January 2024 after purchasing a home, on the day we moved in there was a tech who showed up to my house 3 times. He was very pushy and unprofessional, but we wanted a security system, upon signing the contract, the technician left and didn't come back to install for 2 weeks, he installed the doorbell camera, door sensors, etc. A week later sensors were falling off doors, I called and reported it and was told to glue the sensors. The doorbell camera became separated due to a storm, the wires were showing and it was causing sparks. I called and reported again, technician says he's out of state and can't fix the problem for over a week and that they won't send anyone else to fix it. Tried to cancel with the 6 month guarantee and now am being charged $2,300 because I was told I didn't have a tech come fix the problem that I had the same tech fix 5 times!

  Business Response

  Date: 08/19/2025

  Impulse Alarm does service on the alarm system for the first 90 days; after that, the service is assigned to ADT corporate. *** corporate does have a 6-month policy if the customer's ******************** system is not working, which is not the case in this situation. The customer was past due on the ******************** system and instead signed up with a competitor. This account was sent to a collection company in 2024 and is no longer with our office. 

• Initial Complaint

  Date:08/29/2024

  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 paid for equipment with impulse alarm operating under the umbrella as ADT and they refused to provide with my equipment due to my account no longer being active. *** has confirmed they see my equipment as well as the company

  Business Response

  Date: 09/18/2024

  The customer defaulted on the monthly monitoring payments and is now at a collection company.

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22211722
  
  I am rejecting this response because the items on the final bill were not provided. The contract states I got equipment that I did not get. I am not disputing the default this comply did not give me the accessories I purchased and refused to 
  Sincerely,
  
  ********* ****

  Business Response

  Date: 08/20/2025

  We appreciate the opportunity to address this matter. After reviewing our records, we would like to clarify the following:
  The customers system was installed on March 17, 2023. At the time of installation, a Quality Assurance (QA) review was completed with the customer, and it was confirmed that the installation was complete and all equipment was present.
  We did not receive any direct communication from the customer regarding missing equipment until August 2024, nearly 17 months after the original installation. When we attempted to return the customers call, the call was not answered, resulting in a missed connection.
  Had we been notified within 90 days of installation, we would have promptly scheduled a technician to return and verify or install any missing components at no additional cost. Unfortunately, the extended delay prevented us from being able to address the matter in the manner we normally would. Please call our office at ************.  Thank you

• Initial Complaint

  Date:08/06/2024

  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.

  We bought a new house in March and as we were moving in a *** came and we signed up. In the middled of setting up WiFi and unpacking and cleaning. Fast forward to Aug and Im not happy with the service, issues with the camera and all the recording it keeps. Ive spoken to them about the camera and was told to just keep restarting it. It is like pulling teeth to delete videos. So we wanted to cancel. I dont mind paying the buyout but they also want to charge me ******* as an ETF and wont wave it or lower it. After some research there is a class action about the ****

  Business Response

  Date: 08/20/2025

  This matter was resolved with this customer on 12/2/2024. Thank you

• Initial Complaint

  Date:07/29/2024

  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.

  In March 2023, ******************* came to my home and misrepresented himself as a representative of my then-security system (Guardian), and I was the victim of consumer fraud. I was given a check to buy out the remainder of my Guardian contract, but the check bounced. I called ADT repeatedly, they shifted me to their partner company.

  Business Response

  Date: 07/29/2024

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  

  Impulse Alarm LLC
  *************************************************************************

  ************

  Please forward this on to the correct company.

  Business Response

  Date: 07/29/2024

  During our QA, we ask the two questions below:
  
  Are you under contract with an existing service provider? (i.e. different ADT company)?
  
  Was there any credit or monetary promises made to you to cover any buyouts?
  
  ****** answered no to both of the aforementioned questions. We of course rely on our customers to answer these questions truthfully. Had ******************** answered 'yes,' we would have automatically advised him that our company does not offer buy-outs or any incentives (financial or otherwise) outside of what is reflected in the monitoring agreement, and that anything she may have negotiated outside of the agreement is exclusively between the sales representative and the customer on a personal basis as individuals.

• Initial Complaint

  Date:07/25/2024

  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.

  In May 2024 I had a solicitor come in to my mobile home park. The salesperson came in to offer security services from ADT but he was not clear on the terms and conditions on the contract. I am a senior 88 years old and also hard of hearing. I feel like I was taken advantage of from this salesperson. Additionally, my mobile home park has signs at the entrance where it says no solicitation allowed. The salesperson did not follow this and entered our mobile home park to sell. Now I am being charged monthly and when I contacted ADT to cancel my service they are saying I need to pay around $1900. This business is taking advantage of seniors.

  Business Response

  Date: 07/25/2024

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  Impulse alarm LLC
  ***********************
  *********, NV 89104-3707
  **************
  Please forward this on to the correct company.

  Business Response

  Date: 08/13/2024

  Impulse Alarm LLC is committed to a strict non-discrimination policy regarding age, gender, and sexual orientation. Our services are  accessible to all homeowners.
  
  We encourage our sales representatives to use their best judgment when interacting with senior citizens and to be respectful and sensitive to all customers. This includes providing clear explanations of our products and services and addressing any concerns.
  
  However, we do not impose any restrictions or limitations on the purchasing capabilities of senior citizens or individuals based on gender or sexual orientation. All customers have equal opportunities to purchase and benefit from our offerings.
  
  Based on our findings, it wasnt the actual customer that submitted this claim. It was someone from a senior citizen center that they frequently visit. The email used on the account and the one used to file the complaint are different.

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22038227
  
  I am rejecting this response because: The complaint is being submitted on my behalf with assistance from a Case Worker at the *******************************. ******** took advantage of me because I am a Senior and I am also hard of hearing. I have difficulty understanding when people speak to me. The salesman and this company is conducting business in bad faith. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/21/2025

  We are writing in response to the complaint submitted by Mr. ******* **** regarding his installation and contract with Impulse Alarm LLC and ADT.
  First, we want to emphasize that Impulse Alarm LLC takes all customer concerns seriously and values the opportunity to clarify and provide documentation.
  Contract and Right to Cancel
  Mr. **** signed his ADT contract on April 12, 2024, and installation did not take place until April 15, 2024. This provided him with three full days after signing to review the agreement and determine if he wished to proceed before any installation took place. In addition, as clearly stated in the contract, customers also have a three-business-day cancellation period after installation (five days if the customer is a senior citizen) to cancel without penalty.
  This means that Mr. **** had multiple opportunitiesboth before and after installationto decide whether or not he wished to move forward with service.
  Customer ***************** Confirmation
  On April 16, 2024, Mr. **** completed the ***************** (QA) survey on his own device, and his responses were automatically emailed to him for his records. In this survey, he confirmed:
  That all information was accurate.
  That he was the homeowner.
  That the payment method provided was correct.
  That his system was installed, working properly, and that he had been shown how to use it.
  That he rated both his technician and sales representative a 5 out of 5.
  That he was not under contract with another provider before ADT.
  That he was not promised any incentives outside of what was reflected in the contract.
  That he understood Impulse Alarm LLC does not offer rebates, monitoring credits, or buyouts of existing agreements beyond what is reflected in the monitoring agreement.
  Our ************************************** does not and will not engage in predatory practices, nor do we discriminate based on age. We make every effort to ensure all customersregardless of agefully understand their agreements and are comfortable with their decision. The documentation and QA process is specifically designed to protect the customer and ensure transparency at every step.
  Conclusion
  Based on the signed contract, the cancellation rights provided, and Mr. ***** own QA confirmations, Impulse Alarm LLC fulfilled all legal and ethical obligations.