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

  391 Interstate Blvd Sarasota, FL 34240-8996

  
• 

  Alert 360 Home Security

  13253 W 98th St Lenexa, KS 66215-1360

• 

  Alert 360 Home Security

  8200 E 34th Cir N STE 1805 Bldg 1800 Wichita, KS 67226-1362

• 

  Alert 360 Home Security - Fort Worth

  3932 Sandshell Dr Fort Worth, TX 76137-2403

  

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:04/22/2024

  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.

  I have a *********************** franchise in ***************, **. I have had the same alarm company for 4 years. On ******* 1 2024, I acquired 4 more locations in *************, **. I was approached by the alarm Company I have, Alert 360, to keep service at the newly acquired locations. The representative offered to waive the first two months of service, if I kept all 5 stores with his company. Meaning I would not have to pay ******* and February of 2024. I agreed. However, now the company is charging me those first 2 months for the four stores. In addition, I have continued to pay for The Gun Barrel Store, and they claim I have not paid for 3 months. My bank records indicate otherwise. This company is attempting to steal and defraud me. I have repeatedly called them, sent them emails, texted *******, among other attempts at contact. They are unable to resolve the issue, and have now resorted to contacting my Franchisor stating I am not paying my bills. I need help resolving this issue, and I want the fraudulent company and its lying representative, ***************************, held accountable.

  

  Business Response

  Date: 04/22/2024

  Alert 360 has contacted ************, and we have reached a mutually agreeable resolution. We now consider this matter closed.

  Customer Answer

  Date: 04/22/2024

  I have reviewed the business response and accept this resolution.  Attached is a letter from the company accepting responsibility, and withdrawing previous claims of delinquent payments.  This is most of what I was seeking. 

• Initial Complaint

  Date:03/25/2024

  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.

  My dad had Alert360system installed in his home. He passed in August of 2023 and subsequently his home was sold. I attempted to cancel Alert 360 and was informed they needed a copy of the Death Certificate, which was promptly supplied. The following month we received another bill and when contacting Alert360 was informed they cannot cancel because my mom had also been listed on the account. I informed them that the house was SOLD. New owners live in the home and we needed the account to be closed. I was informed that they now needed a copy of my ***** of ******** to cancel the account. I supplied the appropriate document and was informed the account would be closed on November 1st of 2023.We are in March of 2024 and we continue to receive bills for ON GOING SERVICE to a home we don't live in and for an account we believed to be closed. Additional calls revealed they continue to want documentation which leads me to believe the ball was dropped because it had all been previously supplied. Their customer ********************** is not helpful and you get referred to various individuals all of whom want the same paperwork which has been supplied. This would be comical if it weren't true. It's not as if they are even billing for a past due amount, the charges are accruing monthly for an account of an individual who has passed on a home they no longer own or reside in, so how are they even providing service with new owners? There is nobody who has been willing to help. They provide an email to send documents to, I forward the documents and then we receive another bill. This business is an absolute disaster to deal with and I am at my **** end.

  

  Business Response

  Date: 04/09/2024

  We actually resolved this last year. We did send them another cancel confirmation for their records, but the account was closed in November 2023.

• Initial Complaint

  Date:03/18/2024

  Type:Service or Repair 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.

  1. I had signed for 3 contract as I wanted an upgrade which never happened but I am still in a contract why? 2. Cant even see my bill as I am transferred and transferred to ppl to get into my application.3. I cant register good only knows why and I cant login as password is wrong and I cant rest password. So should I just keep paying my monthly? I have reached out too many times in the last year and I am tired off this as I do t have time to do this anymore.4. I dont want to continue my service with the company as the company has not provided what I wanted and just collects money from me monthly for a poor service.5. Customer ********************** is not for me figure out.

  

  Business Response

  Date: 03/27/2024

  Alert 360 prides itself on industry-leading customer **********************, and we would never want a customer to have a negative experience.

  We always strive to resolve our customers' concerns and have made multiple attempts to contact ********************** to discuss this matter without success. We are prepared to offer solutions, including the installation of the doorbell upgrade once the transformer voltage issue is corrected by an electrician, or to remove the doorbell from the agreement and adjust their rate accordingly.

  We remain open to discussing this matter and encourage them to return the call of our local branch manager, so we may work together to find a resolution. We do not believe it is fair to ask for release from the original agreement, as the installation issue was beyond our control.

  We remain open to discussing this and encourage ********************** to reach out to us if she would like to work with us to resolve this complaint.

  Customer Answer

  Date: 04/29/2024

  The issue was taken care of by the business 

  Customer Answer

  Date: 04/30/2024

  The issue was taken care of by the business 

• Initial Complaint

  Date:03/11/2024

  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.

  On December 8, 2023 we had an Alert 360 technician come to our house to reestablish our security camera connections, they had been down for several weeks. To do this, the Tech had to enter our attic through the garage ceiling entry way. He was very pleasant and did a good job. We told him that he would need to turn off the power strip in order to cease power to the cameras. He apparently turned off the wrong strip before discovering that the correct strip was in the attic. He completed the job and left. Some weeks later we started to notice a slight smell in the garage but didn't investigate at the time because ***** was experience below 0 temperatures at the time and the garage was extremely cold. When the temperature increased a bit we checked and found that that the power strip that powered our freeze had been switched off and all of the food in it had defrosted and ruined including a 1/4 beef. We contacted 360 Customer ********************** several times and each time were told that the Branch Manager for that work group had our information and said that he would contact us to address the issue. We are now in March and no one has contacted us. We we attempt to contact 360 we get shuffled until we give up. We disposed of all the food at the city dump and got rid of our small chest freezer as well because we couldn't get rid of the smell.

  

  Business Response

  Date: 03/25/2024

  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 have made multiple attempts to reach **************** to discuss this matter without success. 
  
  We remain open to discussing this matter and encourage **************** to return the call of our local branch manager, so we may work to resolve this matter. 

• Initial Complaint

  Date:02/26/2024

  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 canceled their service in August 2023, this should have concluded my 36 month agreement with them. They did not cancel the service and continued to bill me for the service and put late fees plus NSF fees because I had my bank stop automatic withdrawls. When I sent my original cancel notice to their collection department, they said they tried to call me several times and would then forward my email over to cancelations - this was in January 2024. My e-mail was notice of cancelation and I should not owe anything past my date of cancelation. There is no requirement that a person must speak to someone to cancel when an email protects me to show the date I canceled.This month I received a bill in the mail for $1295.56 - with no breakdown of charges. I've attached my e-mail cancelation notice & communication with them.

  

  Business Response

  Date: 03/11/2024

  Alert 360 prides itself on industry-leading customer ********************** and state-of-the-art equipment, and we would never want a customer to have a negative experience. Upon researching your account, I see that we did receive a cancellation request for your account in August 2023, but your original contract was not due to end until January 2024. Because of this, our team made several unsuccessful attempts to contact you after receiving your request to discuss the terms and any potential remaining balance.

  As a goodwill gesture, Alert 360 has credited this final balance, and we have closed her account. No further action is required from your side, and no further payments will be billed. We now consider this matter closed.

• Initial Complaint

  Date:01/24/2024

  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.

  On June 12, 2020, I entered into a 36 month contract with Alert360 for $67.95 per month (***** after taxes). I had been a long time customer, previously paying $*****/month after taxes. The reason for the increase was because the original equipment was failing and I had new equipment installed. No problems here. The contract expired on June 12, 2023. According to the contract, it is the consumer's responsibility to negotiate a lower rate at the end of the contract, otherwise Alert360 can continue to charge the same rate or higher if they wish. They charged me ***** for 2 more months, then increased the rate to ***** in August 2023. * I believe it should be the duty of Alert360 to notify their customers on the pending end of any contract they enter into. I was never informed, and since my payments are on credit card autodraft, I only discovered I had been continually paying the contracted rate plus the subsequent increase in January ****. Essentially, I was paying for the installed equipment for 8 more months past the contract's end.* Customers should be informed of rate increases. This never happened.Once I discovered everything, I called Alert360 and asked for a refund of the difference in amounts charged since June 2023 and my original service rate of *****. That breaks down to this:June-September 2023: (*****-*****) x 4 = ****** Oct 2023 - Jan **** (77.80-*****) x 4 = ****** Total (June 2023 Jan ****): ****** Alert360 refused to refund the full difference, pointing me to the one-sided contract terms, but did offer to return half. I would have had to enter another 36 month contract to get this credit. I asked for 12 and they agreed at a new monthly rate of $36.95. Before signing the contract, I found a competing service for cheaper and decided to cancel. They refused any refund at this point.I'm asking for a full refund of ******, and for Alert360 to assume responsibility for notifying customers on rate changes and end of contracts.

  

  Business Response

  Date: 01/29/2024

  Alert 360 has contacted ************, and we have reached a mutually agreeable resolution. At this time, Alert 360 considers this matter closed. 

  Customer Answer

  Date: 01/31/2024

  I have reviewed the business response and accept this resolution.

• Initial Complaint

  Date:12/18/2023

  Type:Service or Repair 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 and the contracted company ICU have been terrible. My daughter called multiple times trying to get my issues resolved and the last representative ****** or ******, however you spell his name ensured everything was resolved. A technician has been to my house twice to fix my alarm and it still isn't working. She called and thought everything was resolved and waited for a phone call within one to three business days as advised. She never received a call and had to call Alert 360 twice then spoke with two different representatives to check the status of my claim. Thereafter, she was finally given the name and number of the company, ICU. Last week she called ICU and the representative asked for her name and phone number so someone could call her back. No one called her back. She called again the following day and spoke with *****, who works in a different department and actually helped her. That's when she found out the ticket was wrong and advised she would call her back. She did within the hour but my daughter missed the call. She called back and spoke with a different representative that advised the appointment could now be scheduled. Here we are two weeks in to this and December 18 is my appointment day. The technician calls my daughter first thing in the morning to in short say there was an issue or red flag as he called it. He advised the company told him my daughter didn't resolve my issue. Keep in mind my daughter called and spoke with roughly two to three representatives before being transferred to Jabari, so she could cancel services at that point sincce nobody seemed to be able to help her. He offered after looking at the account to waive the technician fee and added a credit. He advised the alarm company ICU should have taken care of this due to me having a warranty. There has been so much back and forth yet I'm the one that's been paying for a service with a company that has blown me off.

  

  Business Response

  Date: 01/01/2024

  Alert 360 has contacted this customer, and we have reached a mutually agreeable resolution. We now consider this matter closed. 

  Customer Answer

  Date: 01/03/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:12/04/2023

  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 moved from the residence at ******************************************************* in June and contacted the alarm company to shut down my account. They have continued to charge me since then and have not closed the account, after numerous attempts and calls. I am attaching two emails as evidence. I have also continued to call them and write back, and am also attaching the latest bill from them.Here is the account number: ********** Invoice Number: ********

  

  Business Response

  Date: 12/18/2023

  Alert 360 prides itself on industry-leading customer **********************, and we would never want a customer to have a negative experience. We have contacted them and have reached a mutually agreeable resolution. Alert 360 now considers this matter closed. 

  Customer Answer

  Date: 12/19/2023

  Hello,
  Regarding this complaint, the business has only indicated verbally that they are closing out the account. I have not gotten anything in writing yet. Once I do, I will update here. This matter is not closed yet.
  
  Thanks
  *******
  

  Customer Answer

  Date: 12/21/2023

  I am rejecting this response because:   The business has indicated that they would close the account and credit the amount charged, back. But, I have made several attempts to get confirmation but they have gone unanswered. I am waiting for a confirmation indicating the account has been closed and the business has not responded after multiple attempts. Please see the attached email thread with their team member, *************;*********.

  

  Business Response

  Date: 01/02/2024

  Alert 360 sent a cancel confirmation to the customer on 12/19/2023. We would encourage the customer to check their spam/junk folder as well. We have attached this correspondence to this response. Additionally, we have also resent via email and placed a copy in the mail as well. We now consider this matter closed. 

• Initial Complaint

  Date:01/23/2023

  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.

  I called Alert 360 and explained what I wanted in a security system (sensors on 4 doors and 3 windows, 2 cameras that recorded via motion detectors (on doorbell and in back of condo), and 2 motion detectors on the home's interior. Salesperson asked specifically if I had a working doorbell and I responded that I did. I was quoted a specific amount for equipment and a specific amount for monthly monitoring and I agreed with the quoted prices.
  
  The technician came to install the equipment and soon after he left, I checked the cameras and noted that the doorbell camera was not recording. I called. They sent someone out and a new camera was installed. It did not work and they sent someone else out. It worked for 24 hours, then stopped working again. I called again. Technician #4 came out today and told me that there was an electrical problem (something about a transformer not providing enough voltage for the camera). I was told that I can either hire an electrician to correct the problem (replace the current transformer with one that would provide a higher voltage, I assume) at my expense or Alert 360 would provide a rechargeable camera that I could recharge myself about every three months, but that this option would include a permanent $5 increase in the monthly monitoring fee.
  
  I was given a definite price for equipment and monitoring with the understanding that the equipment would work once it was installed. AT NO TIME did anyone at Alert 360 suggest that any other fee, repairs, or equipment would need to be paid or supplied on my part before Alert 360 would provide equipment that would work.

  

  Business Response

  Date: 03/01/2023

  Business Response /* (1000, 5, 2023/01/30) */
  Alert 360 has reached out to Mr. and Mrs. ****** and we have reached a mutually agreeable resolution. We now consider this matter closed.
  
  
  Consumer Response /* (3000, 7, 2023/02/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Neither me nor my husband have been contacted by anyone at Alert 360. Neither of us have received a call or email from them regarding this complaint.
  
  I did hire an electrician at my own expense to correct the problem because I'm concerned about security without a working front door camera, but I hope the company is not so presumptuous as to assume that this step I took on my behalf at my own expense represents a "mutually agreeable resolution."
  
  
  Business Response /* (4000, 12, 2023/02/15) */
  Good afternoon ******,
  
  We've spoken to the husband, and he's indicated they're satisfied with our response. I believe this was a disconnect between husband and wife's communication. Is it possible to reach out again and see if they're satisfied with closing this claim? (They've indicated to us that they are.)
  
  
  Consumer Response /* (2000, 14, 2023/02/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I was contacted by Bryan ******* at Alert 360 and he has resolved the problem to my satisfaction. It's interesting to read the note indicating that they contacted my husband because my husband was not involved with this setup at all and he reports that he hasn't talked to anyone there. Why they would contact him rather than me is a mystery. But Mr. ******* has taken care of the issue and I appreciate the assistance the BBB has provided.

• Initial Complaint

  Date:12/19/2022

  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 have had continual problems within the first 6 months. Motion Detector and doorbell replaced. 2 cameras requiring multiple service calls. Now when the alarm is triggered a notification will not be sent to both my wife's and I phones which are different models. The notifications worked fine up in until the system started malfunctioning as recent as a few weeks ago. After reaching out to the Rep he advised the issue is not their problem but instead the problem lies with our phone settings. Settings my wife and I never messed with and worked fine a few weeks ago. Again, my wife and I have different models of phones and have never messed with the settings when it worked and after the last repair.
  

  

  Business Response

  Date: 02/28/2023

  Business Response /* (1000, 5, 2022/12/26) */
  Alert 360 has contacted Mr. *****, and we have reached a mutually agreeable resolution. We now consider this matter closed.