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.
- 34 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: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: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.
Initial Complaint
Date:05/22/2025
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 have been a customer of ************************** for 7 years. In April 2025, I received a letter from the company stating that I needed to schedule a system check. During the follow-up, I was informed that my security system had actually been disconnected for over 25 months and I had never been notified during that ******* the letter, Alert 360 claimed they had attempted to notify me by phone. However, the first and only call I ever received from them regarding this issue was also in April 2025 the same time the letter arrived.This is unacceptable for a monitoring service I have paid for continuously. Despite the system being offline for more than two years, Alert 360 is only offering a 6-month credit. I am requesting a fair resolution either a full refund for the affected period or a service credit that accurately reflects the duration of the service failure. I believe this should be properly addressed.Business Response
Date: 05/27/2025
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. When we spoke with Mr. **** we explained that we had made sent several notices of the system issues via text message and email, notifying him to contact us so that the technical issues could be addressed. The several times we did speak with him regarding the technical issues and offered to send a technician to his business he advised he would call back; however, he did not call back to schedule that service call. We advised Mr. *** that due to these notices going un-attended and our multiple attempts to address his technical issues the most we could offer was a 6-month refund in good faith. Mr. *** accepted this offer on 4/30/2025. This refund request is being processed and will be mailed soon. We consider this matter to be resolved per our agreement with the customer.Customer Answer
Date: 06/03/2025
The service has been disconnected for more than 25 months, and Alert 360 only provides a 6-month refund option or 12-month bill waiver in the future. For such an unprofessional company, definitely do not continue their service. I asked for more refunds, but Alert 360 did not provide more refunds.Initial Complaint
Date:05/08/2025
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.
We have had an account in good standing with Alert 360 since 2021. At the end of 2024, we reached the end of our 3 year contract and wished to no longer continue with Alert 360, and it was made clear that we couldnt cancel until the agreement was finished. It was not made clear to us that cancelling service meant we could no longer access control of the equipment we own. So soon after cancelling we called back and tried to reconcile. January of 2025 we signed another 3-year contract. Now we are moving and wished to cancel our service since all of our equipment is paid off, and we were expecting a cancellation fee. They would not allow us to cancel at all per our contact. We then asked if we could transfer service to finish out our contract, and they told us we could if we bought out 9 months of our contract, which was around $450 and buy all new equipment or pay $1250 and cancel entirely. Our agreement states that customers qualify for their ************************** Move program if Customers that have completed at least one year of service at their previous location with an active account in good standing at the time of the move are eligible. We have completed more than 12 months and should qualify, but they wont let us because this is a new contract. Alert 360 has continually been lacking in communication and the full scope of the commitment was obscured, whether intentionally or through negligence. Our options are to pay them $1250 to cancel, or $450 and a whole new set of equipment to transfer. Or the final option was to continually pay them their monthly fee and hope the new owners sign up for Alert 360. At this point we want our contract to be null and void and wish to no longer continue service with Alert 360.Business Response
Date: 05/20/2025
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. When we initially spoke to Mr. ****** at the end of December 2024 regarding the continuation of his services, Mr. ****** did agree to a 3-year agreement and a new equipment upgrade, and his intention to sell his home and move within the next few months was not made clear. As we do wish to resolve this matter, we contacted Mr. ****** and have reached a mutually agreeable resolution, and we now consider this matter closed.Customer Answer
Date: 05/27/2025
I have reviewed the business response and accept this resolution.Initial Complaint
Date:05/01/2025
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 cancelled my service with Alert360 on March 19th because we are moving out of state. I have an email from them showing it was cancelled. They billed me on March 24th (5 days after cancelling) for the service, which when I talked to someone on the phone when I cancelled, they said I would have one more bill. I was set up for autopay and Alert360 just took another $65.51 on April 22nd (over a month after cancelling). I called them and the person I spoke with just kept repeating "April 22nd was my last bill". NO, They billed me in advance when I signed up, and now billing me for a month I didn't even have their service. I want refund for the $65.51 they just took from me for a service they did not provide!Business Response
Date: 05/13/2025
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 contacted Mr. ******* and have reached a mutually agreeable resolution, and we now consider this matter closed.
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