Complaints
This profile includes complaints for Alert 360 Home Security's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 90 total complaints in the last 3 years.
- 32 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/08/2025
Type: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.
After being convinced to replace 3 control panels in my home 2 of which did not need replacing, I was told that there would be no termination fee if I moved service. When I tried that I was told that there would be a fee because it had not been a year.Mind you, I had a "For Sale" sign in my yard and told the company why I didn't want to do this to which they assured me there would be no issue.Finally, I was offered some purely arbitrary "settlement" of $620. While better than the original number it still is in direct violation of what the company told me.Lastly, after multiple attempts to cancel, they continue to bill me for a home that I do not own and service that I have not received. I've tried for months to resolve this and no one will cancel. I do NOT need a refund of any kind. I just want the settlement and charges that have occurred since May terminated and all service canceled.
Business Response
Date: 10/21/2025
Alert 360 prides itself on industry-leading customer **********************, and we would never want a customer to have a negative experience. We always want to do everything we can to resolve any customer's concerns, and we have made multiple attempts to reach Mr. ****** to discuss this matter without success. We remain open to discussing this matter and encourage Mr. ***** to return the calls of our team, so that we may confirm our resolution to his matter.Initial Complaint
Date:09/05/2025
Type: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 stopped service with alert 360 on July 17 2025 with email confirmation I was charged $73.44 on my credit card on July 25 2025 and $73.44 on my credit card Aug 25 2025 I have been charged for another month of service that I did not have. This issue is not resolved. Customer ********************** is no help I have noticed that there are 7 pages of complaints about Alert 360 on the Better Business Bureaus website. Seems like there are a lot of frustrated ex customers like myself.Business Response
Date: 09/16/2025
We regret Mrs. ****** dissatisfaction with Alert 360. We pride ourselves on industry-leading customer **********************, and we never want to have a negative interaction with a customer. As we do wish to resolve this matter, we contacted Mrs. ***** and have reached a mutually agreeable resolution, and we now consider this matter closed.Initial Complaint
Date:09/04/2025
Type: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.
Alert 360 bought out home security company that monitored my condo in **************, **. Upon renewing service with Alert 360 in June 2025 for $245 found out Friday, August 29, 2025 Alert 360 does not provide service in VT. When I contact Alert 360 they stated I would need to file a cancellation request (email attached). This is a way for Alert 360 to avoid a breach of contract. I have told Alert ***************************************************************************************************** 2024.Business Response
Date: 09/09/2025
We regret Mr. ******* dissatisfaction with Alert 360. We pride ourselves on industry-leading customer **********************, and we never want to have a negative interaction with a customer. As we do wish to resolve this matter, we did speak with him on 8/28/2025 and agreed to his request of a refund pending receipt of an emailed cancelation request. We received the letter that day and began to process his request. Mr. ******* refund mailed as of 9/8/2025 and we now consider this matter to be closed.Customer Answer
Date: 10/21/2025
I have reviewed the business response and accept this resolution.Initial Complaint
Date:08/22/2025
Type: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.
In May 2025 I contacted Alert 360 regarding automatic bank drafts from my bank account for their ***********************. I have never done business with this company but was told that they had acquired my account from my ******************************************* company. I told the representative to immediately stop drafting my account and I did not want their services. She told me that she would stop the drafting and would give me two months free credit. Today August 2025 I got an email with a bill for services for $103.88. I called Alert 360 and was told that I had to provide written email to cancel services which I was never told by the first representative I spoke to in May. I never hired this company or had a contract with them. They sent me an email to respond to requesting cancellation of my account. I responded to cancel my account but feel this was not necessary due to the fact I never signed up with them. Also I should not be paying for services I do not want. This feels like a scam to me.Business Response
Date: 08/22/2025
We regret Ms. ****** dissatisfaction with Alert 360. We pride ourselves on industry-leading customer **********************, and we never want to have a negative interaction with a customer. As we do wish to resolve this matter, we contacted Ms. **** and have reached a mutually agreeable resolution, she owes nothing further, and we now consider this matter closed.Customer Answer
Date: 09/23/2025
I have reviewed the business response and accept this resolution.Initial Complaint
Date:08/16/2025
Type: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.
Hello,I am requesting the cancellation of my Alert360 service. My business closed in January 2025, the lease ended, and we vacated the premises.I contacted Alert360 at that time to cancel, but I am still being billed. I respectfully ask that my service be cancelled immediately and that any charges after January 2025 be refunded.Thank you for your assistance.Business Response
Date: 08/28/2025
Alert 360 prides itself on industry-leading customer **********************, and we would never want a customer to have a negative experience. We always want to do everything we can to resolve any customer's concerns, and we have made attempts to reach Phetcharat Pornchaksawan to discuss this matter without success. We remain open to discussing this matter and encourage them to return our calls,so we may work to resolve this matter.Initial Complaint
Date:08/15/2025
Type: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.
My home security service was transferred to Alert a year ago. Post transfer, there have been constant billing problems. My monthly service charge is autopaid via credit card, and has been for years. Service providers have changed hands multiple times, and no other company, except for Alert, ever had problems processing my payments. This "company" claimed a charge was declined in August 2024 (which is inaccurate) and showed my account as past due for months. I called to discuss billing and get technical help with my system; the *** was rude and unprofessional. After speaking with a supervisor, a tech was scheduled and I was told the $75 service call fee would be waived. A tech visited, and was not able to resolve the issue. He was nice, but inexperienced. he advised his supervisor, ****** Prime, would contact me to schedule a visit and system upgrade options.****** called multiple times to schedule an appointment. Once he came out, I agreed to an upgrade and a three year contract. Per the contract, I was to be charged an installation fee of $300. ****** was to text me the installation date, but never did. I later received a call from the service center asking to move up the installation date, which I had no knowledge of, because ****** failed to follow up,The installation tech was also inexperienced. The upgrade took seven + hours and required a 2nd tech to assist. One tech damaged by home by somehow detaching the molding around my attic entry space. I had to request they fix the damage before they leave. The ***air, performed by the 2nd tech, was a sloppy mess. The first month of billing, I was charged the old and new monthly service fee. I called to request a correction and refund; I was told ****** had to approve, and he would contact me. I also received an additional bill for $138 I did not authorize or agree to. Of course, I have not heard from ****** since the contact was signed and my card was charged. I am extremely unhappy with Alert's practices.Business Response
Date: 08/28/2025
Alert 360 prides itself on industry-leading customer **********************, and we would never want a customer to have a negative experience. We always want to do everything we can to resolve any customer's concerns, and our Branch Mangement team is in communication with Ms. ***** regarding these issues and actively working to resolve them.Initial Complaint
Date:08/15/2025
Type: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 are changing monitoring companies. The new company is unable to access our keypad because Alert 360 has a lock code on it. We are current on all payments to them and we own the system. There is no reason for them to have a lock on the system. This creates a problem in the transition from Alert 360 to the new company and can cause a period of time with no protection. I requested a phone call back from someone in the company after no one on the phone could help. I had been assured that the system was unlocked 2 weeks ago only to find they are refusing to do this.Business Response
Date: 08/22/2025
Alert 360 prides itself on industry-leading customer **********************, and we would never want a customer to have a negative experience. We always want to do everything we can to resolve any customer's concerns, and we have made multiple attempts to reach the account owner Ms. ***** to discuss this matter without success. We remain open to discussing this matter and encourage Ms. ***** to return our call,so we may work to resolve this matter.Initial Complaint
Date:06/30/2025
Type: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.
Alert360 contacted me, I have never heard of them. My security monitoring provider was Security *********. Maybe Alert360 purchased them or maybe this is a scam. Alert 360 insisted I had an auto renewal and owed them for several months which I dispute. They can not produce any contract I have signed with them because there is none, there is no contract with Security Force either. My system was over 30 years old and original service dated back to a local company Security Alert. I do not remember how many times the monitoring companies have been sold over all the years. My security system died shortly after my last annual payment to Security ********* in March of 2024 and has not been replaced, therefore no monitoring has occurred by Alert360. I asked them not to call as I am 89 years old and do not hear well. They insisted to send an email on how to cancel account, my son helped me do so, including this explanation. I never received confirmation of cancellation but I did receive another letter stating outstanding balance due with no stated amount. Instructions to log on to their website. My son helped me attempt this and using the customer number provided in their letter and the login fails. My request is that Alert360 cancels all this and leaves me alone. I mailed them a letter stating all this again.Customer Answer
Date: 07/12/2025
Alert 360 has resolved this issue.Business Response
Date: 07/14/2025
We regret Mrs. ******** dissatisfaction with Alert 360. We pride ourselves on industry-leading customer **********************, and we never want to have a negative interaction with a customer. As we do wish to resolve this matter, we contacted Mrs. ******** and her son and have reached a mutually agreeable resolution, and we now consider this matter closed.Initial Complaint
Date:06/18/2025
Type: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 are alert 360 customers and have been for many years. We recently had a fire in our home and our smoke detectors did not go off. Our smoke detectors worked independently of the alarm system and were not connected to it. However, when alert 360 sent out their technician they informed us that when 360 installed the alarm they disconnected our smoke detectors. After speaking with the technician, they told us it was specifically against policy to ever interfere with smoke detectors that were already installed. Their own technician informed us that this happened however alert 360 is refusing to do anything in this matter. We are having to install new smoke detectors because ours are just disconnected and having to pay out-of-pocket for several things. The fire happened at 3 oclock in the and without the detectors going off and we got out much later than we could have. In addition, the alarm panel caught on fire and sent out a distressed signal and nobody from the alarm system called us until an hour later. I talked to someone from the office of the CEO who expressed how sorry they were and how willing they were to help however he never called me back. When I called back to inquire, they simply informed us there was nothing they could do.Business Response
Date: 06/26/2025
We regret Ms. ******* dissatisfaction with Alert 360. We pride ourselves on industry-leading customer **********************, and we never want to have a negative interaction with a customer.According to our records the smoke detectors in question were not monitored in any way by Alert ************************************************************************ ******* alarm system in 2016. As Alert ***************************************************************************************** malfunction and will not be offering any compensation related to the fire as this would be covered by Ms. ******* homeowners insurance. We consider this matter to be closed.Customer Answer
Date: 07/02/2025
I am rejecting this response because:
I am not saying that 360 have anything to do with monitoring my fire detector system. I am saying that when they installed my alarm system, they disconnected my fire alarm system that was hardwired to my home. Their staff explicitly said that this was against policy and their Tech came into my home, looked at my sysytem, and told me that alert 360 disconnected my fire alarms when installing my alarm. Therefore they are responsible for disabling my system.
Business Response
Date: 08/15/2025
We recognize Ms. ****** is not satisfied with our response. We have again carefully reviewed Ms. ******* concerns, and due to the alleged incident occurring over 9 years ago there is no reasonable way to confirm if the smoke detectors were disconnected at the time her security system was installed. If in fact the smoke detectors were disconnected 9 years ago, it is reasonable to expect them to be tested during the 9 year period, or at the very least notice if the indicator lamp is lit,which would show the smoke detector is powered and working. Ms. ****** has provided no new information that would allow us to verify any of her allegations. We are not an insurer, and regardless of the smoke detectors'functionality at the time, this would still be an incident that would be covered by *********************** We will not be offering any reimbursement and consider this matter closed.Customer Answer
Date: 08/28/2025
I am rejecting this response because:
you made no mention and have not addressed the fact that the alarm panel reported a distress signal and the police were not notified in a timely manner. As soon as we the customers did not respond, the police should have been called. So in addition to disconnecting our smoke detectors which was verified by your technician, you also failed to inform the police that our alarm system was sending out a distressed signal. This is well documented in your records as they were explained to me on the phone by your employees.
Initial Complaint
Date:05/26/2025
Type: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.
Summer of 2024 contacted Alert 360 to discontinue Security Monitoring Services at my home address. Was told by the representative "I'm not closing the account; you will not be charged for monitoring services until you reach back out to reconnect you Security Monitoring Services." I shared had no idea of the timeline nor if we would reconnect at all.I begin receiving new invoices for my Security Monitoring Services; promptly contacted accounting and shared the above information. Was told "Representative did not handle account correctly, an email will be sent so account can be closed appropriately". Information was verified as accurate from their search of the file. Since then, I've received another invoice, promptly sent back invoice with all the above information to company. 5/9/25 a "Service Discontinuation Notice" was sent, "to continue your security services, avoid additional fees, and protect your credit record, please contact us today". Sent an email to ********************************** with the above information again. Sending this notice to protect myself from account "being sent to a collection agency" as per the notice.Business Response
Date: 06/08/2025
Alert 360 prides itself on industry-leading customer
service, and we would never want a customer to have a negative
experience. We always want to do everything we can to resolve any
customer's concerns. We have reached out to Mr. Glynn and reached a resolution, we now consider this matter to be resolved.Customer Answer
Date: 07/02/2025
I have reviewed the business’ response and accept this
resolution. Alert 360 quickly responded and resolved my complaint upon Alert 360 being notified.I've had great service from Alert 360 except for not acting upon the final statement within a reasonable time frame.
When we decide to have our system monitored again, I will most certainly reach out to Alert 360 for a new monitoring agreement.
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