Complaints

This profile includes complaints for Alert 360 Home Security's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Alert 360 Home Security has 21 locations, listed below.

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  Alert 360 Home Security

  6111 S Sheridan Rd Tulsa, OK 74133-4052

  
• 

  Alert 360 Home Security - San Antonio

  9901 Broadway St Ste 111 San Antonio, TX 78217-4915

  
• 

  Alert 360

  11500 Metric Blvd Ste 215 Austin, TX 78758-4042

  
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  Alert 360 Home Security

  4705 N Sonora Ave Ste 103 Fresno, CA 93722-3947

• 

  Alert 360 Home Security

  4740 Green River Rd Ste 106 Corona, CA 92878-9186

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:10/21/2024

  Type:Billing Issues
  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 is consistently running the charge of $51.99 at a minimum of 3-4 times a month on a card which has been deactivated for awhile due to it being compromised. Each charge is denied and Alert 360 says the card is not listed on my account with them. They ran the charge on the following dates:Oct 18 $51.99 Oct 18 $51.99 Oct 11 $51.99 Oct 11 $51.99 Oct 4 $51.99 Oct 4 $51.99 Oct 1 $51.99 This alarm account with ************************** is current and has been paid but they still attempt to run it using the deactivated card ending in 4810 and I can't seem to find anyone to assist in removing this and/or taking care of this issue. Alert 360 was under Frontpoint Alarm systems. This has become an irritant and frustrating.

  

  Business Response

  Date: 10/29/2024

  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. We have found an error in our payment systems,and we were able to remove the old payment method. Unfortunately, there was one more draft attempt before we located the error, however, it has been fully resolved and no further draft attempts will occur to the noted payment method. We consider this matter resolved.

  Customer Answer

  Date: 10/29/2024

  I have reviewed the business response and accept this resolution.  Thank you to BBB as I had tried multiple times to get this corrected. Thanks to Alert360 in getting this resolved.

• Initial Complaint

  Date:10/16/2024

  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.

  Canceled my alarm service on 8/3/2024, received confirmation email. Called on 8/6/2024 to confirm service was canceled and that my last bill would be in August. It was confirmed. Was billed again in September and I've been calling every week and they just tell me DE refund is coming. Received voicemail on 9/30/2024 letting me know a check was on its way. Called again on 10/9/2024 because **** had not arrived. ******* informed me that her supervisor canceled de refund. Talked to Tech Support Supervisor ****, and informed me that according to the records I should have been refunded but needed to check why the refund was canceled. He sent email to said supervisor and his boss, and he said he would all me personally. It's 10/16/2024, I have not received a phone call or a refund and to make things worse, I just got charged again by them for October so now they owe me 2 refunds and I've been put on hold for over 15 minutes by DJ trying to find a supervisor.

  

  Business Response

  Date: 10/25/2024

  We are sorry to hear about Mr. ********** experience. Alert 360 prides itself on industry-leading customer **********************, and we would never want a customer to have a negative experience. We have spoken to ************* and reached a resolution.

• Initial Complaint

  Date:10/01/2024

  Type:Product 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 have tried to terminate my account with this company. I have been on a month-to-month for years. Was first told someone would call me back. It has been more than two weeks and nothing. Second time I called I was told I would receive an emailed form to complete the termination--the form was never delivered to me. I finally sent an online request to terminate the service so it would be in writing. It is my personal belief this company is trying to delay/prevent my termination of the month-to-month arrangement. From reading at least one other post, this seems to be a problem with Alert360.

  

  Business Response

  Date: 10/08/2024

  We regret Mr. Tuner's dissatisfaction with Alert 360.
  We pride ourselves on industry-leading customer service, and we never want to
  have a negative interaction with a customer. We contacted
  Justin Rhodes, and we have reached a mutually agreeable resolution. We now
  consider this matter closed.

• Initial Complaint

  Date:10/01/2024

  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.

  There were two false alarms. The first false alarm was 09/15/24 at 6:00 am and the second was 09/30/24 at 1:00 am. Both false alarms were triggered from the same front window. The police came out both times. This was very disturbing and made me uncomfortable now.The Alert 360 representative told me I had to pay $47.00 for someone to come out. This is a system issue, and I should not have to pay for a faulty system issue. I have sent several messages through the website and no response.I have been having issues with this system since it was upgraded.I signed a new agreement on August 29, 2023, and when the false alarms went off, they called the contact list prior. What is going on? It seems the consultant ******* did not get the agreement set up correctly. My account is not correct. This has made me start looking for other alarm companies to do business with due to the issue I am having.

  

  Business Response

  Date: 10/08/2024

  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 spoke to Mrs. Harrison multiple times in
  September. We addressed each concern to the best of our ability using the
  information we were provided at the time. We performed a service call at no
  charge to her on 10/03/2024 to resolve all equipment issues and issued a month of credit as a curtesy for these issues. The main issue
  Mrs. Harrison's alarm system experienced was false alarm triggers by some of
  the alarm sensors. Unfortunately, there is no alarm system that can determine
  if an alarm trigger is false or not without human input. We now consider this
  matter to be resolved and closed.

• Initial Complaint

  Date:09/23/2024

  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.

  Requested cancelation the first time via customer ********************** call to ************************** at **************** on September 15th. Was told by customer ********************** **** the **** that processes cancelations was busy and would call me back. No call.Called a second time on September 18th. received the same message from customer ********************** **** and to date have not received a call back to confirm service cancellation.

  

  Business Response

  Date: 09/27/2024

  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. Mr. ****** did speak with ************************** Account Specialist on 9/19/2024 and his request to cancel his account at the end of September has been processed. We now consider this matter resolved.

• Initial Complaint

  Date:09/13/2024

  Type:Billing 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 notified Alert360 on June 20, 2024 that I would be canceling monitoring service with their company effective June 30, 2024. They acknowledged receipt of cancellation request via email. The company stated I owed a month of service for not providing 30 day notice. The issue is, I have never signed a contractual document with Alert360 that binds me to 30 day notice. Somehow, Alert360 acquired my account from another vendor. My account has been active with Alert360 for ten years or more. The account was always paid on time. Now, they are continuing to bill me for service after their equipment was disabled on July 1, 2024. I never signed an agreement with Alert360. They are keeping the account active and deliberately running up billing. I want them to acknowledge termination and remove any billing against me for services not received (or wanted) since June 30th.. Also remove any type of bill collector or credit service reports they have filed. They are disreputable company. I have uploaded their email acknowledging termination. All services from Alert360 were paid up until the June 30th termination date. Alert360 has not been able to receive any type of signal from my monitoring system as of July 1, 2024.

  

  Business Response

  Date: 09/20/2024

  We regret Mr. ****** dissatisfaction with Alert 360 and My Alarm Center. We pride ourselves on industry-leading customer ************************** we never want to have a negative interaction with a customer. The agreement Mr. ***** originally signed required a 30-Day written notice for cancelation,which is the same as required by Alert 360 even prior to My Alarm Centers merger with Alert 360. Upon review of Mr. ****** account, we have waived the final billing as a curtesy and thank you to Mr. ***** for being a long-time customer. We request Mr. ***** to contact our ************* team, if he requires a credit invoice as confirmation. We now consider this matter resolved. 

• Initial Complaint

  Date:08/19/2024

  Type:Product 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 moving and trying to cancel my recurring alarm system payment. I submitted an online ticket on their site on August 1st and it showed an open ticket but I never got a confirmation email or a call to resolve the ticket. I submitted one again but they aren't answering calls. I am looking for a refund for the amount I pre paid for September (refund amount $100.00) and to cancel any upcoming payments ($300.00 quarterly). The business has not confirmed this cancellation and has not called me to get more information. It is on their side to cancel but they just delete any open tickets without resolving or giving customers a chance to follow up on them on the site. There is no place to track open tickets. This must be a scam to just cancel any inquiries online and hold it over the customer's head to say there isn't proof of a submitted ticket.

  

  Business Response

  Date: 08/21/2024

  We regret ******************************************* dissatisfaction with Alert 360.We pride ourselves on industry-leading customer **********************, and we never want to have a negative interaction with a customer. We did receive his correspondence, his request has been processed and all necessary refunds will be processed prior to 9/01/2024. We now consider this batter closed.

• Initial Complaint

  Date:08/14/2024

  Type:Product Issues
  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.

  I called to cancel alarm monitoring that does not work with Alert 360 on 7/12/24. I was told I could only cancel by mail and that they would have to mail me the cancellation letter. I have yet to receive their mailed form. On 8/1/24 I emailed them through their website asking for the form to be mailed. I was sent an automatic response saying they would respond. As of today, 8/13/24 I have not received any contact from them. It is apparent they make it very difficult to cancel. I want my service canceled and payment refunded prorated from 7/12/24.

  

  Business Response

  Date: 08/20/2024

  We regret ********************* dissatisfaction with Alert 360. We pride ourselves on industry-leading customer **********************, and we never want to have a negative interaction with a customer. We have reached out to ***************** and we have reached a mutually agreeable resolution. We now consider this matter to be resolved.

  Customer Answer

  Date: 08/20/2024

  I am rejecting this response because:   I have not received my credit to my **** cc. I do expect it soon though. When I receive my refund, I will be satisfied. 

  

  Business Response

  Date: 08/26/2024

  We regret ********************* dissatisfaction with our response. We pride ourselves on industry-leading customer **********************, and we never want to have a negative interaction with a customer. As previously stated, we reached out to *****************, and we have reached a mutually agreeable resolution. All necessary credits and refunds were processed on 8/16/2024. We now consider this matter to be resolved and encourage ***************** to engage with her banking institution regarding the processing of the refund.

  Customer Answer

  Date: 08/27/2024

  I am rejecting this response because:   I do not show a credit on my credit card statement. Please provide proof of the refund 

  

  Business Response

  Date: 09/11/2024

  At Alert 360 we always want to do everything we can to resolve any customer's concerns, and we have made multiple attempts to reach ***************** to discuss this matter without success. We also provided a refund invoice via email on 9/03/2024. We remain open to discussing this matter and encourage ***************** to return the call of our Office of the CEO department if she still does not see the refund reflected in her account.

  Customer Answer

  Date: 09/11/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/22/2024

  Type:Billing 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 contacted Alert 360 to cancel service. They told me that I would receive an email and to respond to the email with the information requested. I have done this twice. I also called them a couple time about billing me again. We are into the third month and my attempts to cancel are being ignored. I want a refund of the months they keep charging me and for them to cancel my service. Thanks

  

  Business Response

  Date: 07/29/2024

  We regret ********************* dissatisfaction with Alert 360. We pride ourselves on industry-leading customer **********************, and we never want to have a negative interaction with a customer. We were unable to locate ********************* original cancel email. We have spoken to her, and she was able to provide a copy of her original email request and we have reached a mutually agreeable resolution, and all necessary refunds are in process. We now consider this matter to be resolved.

• Initial Complaint

  Date:07/16/2024

  Type:Billing Issues
  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.

  This company is billing me for services provided by another company.We are paying the other company-- the actual company that is providing the service.This is potential fraud.Any dispute between this company and the actual company that is providing the service should be settled between them. I should not be aware of it.I should not be getting invoices from this company because they provide no service to me.

  

  Business Response

  Date: 07/23/2024

  We regret **************** dissatisfaction with Alert 360. We pride ourselves on industry-leading customer **********************, and we never want to have a negative interaction with a customer. We have reached out to ************* and we have reached a mutually agreeable resolution. We now consider this matter to be resolved.

  Customer Answer

  Date: 07/23/2024

  I have reviewed the business response and accept this resolution.