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
- 91 total complaints in the last 3 years.
- 35 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:10/23/2024
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.
June 28, 2024 before I was billed again, I wrote to Alert 360 and asked them to cancel my account, that I did not want to continue service. I asked them to not bill me for July or going forward.I then received a phone call that same day telling me that I would be billed for July because the request had to be put in writing 30 days before it would be cancelled, even though I was no longer under contract with them. I was upset about this, but said okay. I sent another email (attached to my first email) requesting that someone acknowledge my request to cancel. No one responded.I sent another email on July 8th, again requesting a confirmation that I had put in writing (as directed) that I wanted to cancel my account. No response.July 16th they sent me a paper bill charging me for another month.July 18th they finally sent me an email response saying that I had to call them to cancel. I responded that in June I had already spoken with someone who told me that I had to put it in writing and I just wanted a confirmation that they would cancel within the 30 days of my written request. No response.July 31st, I sent them another email, saying that I had sent them over 6 requests in a 45 day period to acknowledge that I wanted to cancel my account. NO *********** the end of the 30 day period I disconnected all the equipment. They continue to send me bills.I write RETURN TO SENDER and put them back in the mailbox.This morning they call at 8am to harass me about paying their bills. They said they have the email requesting to cancel and that it should have gone to a different address. I followed instructions as per the information provided. Months have passed! Now they say I have to speak with a person from the *********************** They refuse to let me cancel!I followed what the customer person said and put it in writing on June 28th. They continue to charge me even though I cancelled in June. Today is October 23, 2024.
Business Response
Date: 11/04/2024
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. When we initially received Mrs. ****** cancel request, we attempted to confirm via phone that she was the one who sent the email.Unfortunately, on our phone calls with her she did not provide the correct verbal passcode for her account to verify her identity. We have attempted to contact Mrs. ***** via phone to communicate with her regarding this issue unsuccessfully. We have used this complaint in place of this confirmation and have canceled her account with nothing further owed. We now consider this matter to be resolved.Initial Complaint
Date:10/21/2024
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 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: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:10/08/2024
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 somehow obtained our alarm monitoring account and have been charging us monthly for alarm monitoring services. We have no contract with Alert 360, nor are they providing any services to us. We tested the alarm and no one called or responded. We have tried to call them to cancel using the phone numbers available on internet etc, they answer, but they just give us the run around. As others have noted in their complaints they claim their cancellation department is very busy and they will be sure to call us back, but they never actually do. This is clearly a very unethical company and we want them to stop charging us and delete our personal information in their files immediately. We feel they should also refund us for the 6 payments they have already taken from our bank account without our authorization, any contract with us, or actual services being provided.Business Response
Date: 10/14/2024
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 Mr. Arnold on 10/08/2024. We
addressed each concern to the best of our ability, and his cancelation has been
processed as requested. We have made multiple attempts to contact Mr. and Mrs.
Arnold again between 10/08/2024 and 10/10/2024 to process the requested refund.
We spoke to Mrs. Arnold on 10/11/2024 and their refund is being processed. We
now consider this matter to be resolved.Customer Answer
Date: 10/14/2024
I have reviewed the business’ response and accept this
resolution.Initial Complaint
Date:10/07/2024
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.
Apparently, Alert360 either bought or merged with FrontPoint. I received an email about ************************** managing my FrontPoint billing a few years ago, but no updates at all in 2024. In September, I received a bill from Alert360, who, at that time, I was not aware I was a customer of, and ignored it. A second one came and I did some online research to discover what had happened. I called to cancel as I did not appreciate their total lack of communication and business practices. I was told I couldn't cancel over the phone and that I would have to email. I have sent that now and am awaiting response. I can't wait for the FTC's "Click to Cancel" final rule to come out.Customer Answer
Date: 10/08/2024
Business r ached out and resolved the issue well. Thank you for the assistance.Initial Complaint
Date:10/01/2024
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 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: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: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: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:08/30/2024
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.
Alert 360 Transferred to their account without my authorization, 5 or more ************** alarm monitoring contracts that I had with my local provider Rosemead Alarm. I was alerted to the change when I got a bill that looked different. (Subsequently in early August, I got a letter from them informing me that they transferred customers of my local provider to *************************** I called Alert 360 to have them cancel the service and they have been dragging their feet for the past 6 weeks. They have released 3 accounts so far and have not responded to my emails. It is critical to me to have this resolved as I need Rosemead alarm to monitor my Fire ******************************** alarm in my preschool.Business Response
Date: 09/04/2024
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, and we promptly processed when requested July 12th, 2024 and all future billing was stopped. ****** ******** original request was to stop all billing immediately. It was later requested in August that all billing by Alert 360 from April through June that we billed on behalf of the customer's original provider be refunded. All requested refunds have been processed and mailed to ****** ******** on August 30th, 2024. We now consider this matter to be resolved.Customer Answer
Date: 09/09/2024
I am rejecting this response because:
Alert 360 has not released & cancelled Fire (2LG0370) & Burglar Alarm (2LG0956) accounts belonging to me for ************************************************
Business Response
Date: 09/11/2024
We have cancelled all sites included in the customer's original email (Attachment ******** CXL) which we purchased from Alarm Connections. The two accounts the customer is referencing, ******* is ******* in our system and was the burglary alarm. The Fire alarm system under 2LG0370 was not purchased by Alert 360 and remained with Alarm Connections or the alarm dealer that originally used Alarm Connections as a ******. I've included the customer's original cancel request and the cancel confirmation letters we've sent to the customer.Business Response
Date: 09/11/2024
BusinessMost Recent MessageDate Sent: 9/11/2024 11:11:39 AM
We have cancelled all sites included in the customer's original email (Attachment ******** CXL) which we purchased from Alarm Connections. The two accounts the customer is referencing, ******* is ******* in our system and was the burglary alarm. The Fire alarm system under 2LG0370 was not purchased by Alert 360 and remained with Alarm Connections or the alarm dealer that originally used Alarm Connections as a ******. I've included the customer's original cancel request and the cancel confirmation letters we've sent to the customer.
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