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:06/06/2024

  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.

  Alert 360 Worst security alarm company ever. I have had 2 business accounts. And I sold one. I kept on paying the remainder of the contract.And the company now says there is 1 more year added. Customer ********************** is so rude and have no sense in what they talking. Absolutely disgraceful.

  

  Business Response

  Date: 06/13/2024

  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. As we do wish to resolve this matter, we contacted **************** and have reached a mutually agreeable resolution, and we now consider this matter closed.

• Initial Complaint

  Date:05/28/2024

  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.

  We were hit by a massive hailstorm resulting in replacement of all our windows. Called Alert 360 to replace the sensors on new windows and were told that it was not possible to sensor the vinyl frame; thus all 42 windows were no longer able to be monitored, which is a breach of the contract we signed for. They refused to let us out of the contract with 1 month remaining. They have continued to charge us for 5 months past the contract expiration and continue to harass by mail, email, phone calls.Have made several attempts to explain this to their representatives but to no avail.

  

  Business Response

  Date: 05/30/2024

  Alert 360 prides itself on providing world class service and support, and never wishes to have a negative interaction with a customer. The hailstorm that rendered the sensors
  inoperable at this residence is considered an act of nature and as stated in Section 2.5 of the security agreement would not be considered a breach of the contract. We offered a
  solution to replace these sensors which was declined, and we agreed to release this customer from the agreement. We asked the customer to send a written notice to cancel as required by their security agreement, however, we never received a written cancellation request and the account remained active. We have made numerous attempts to contact the customer in order to discuss this account without any response. We will use this BBB correspondence as a written notice to cancel and will waive any remaining balance dating back to October 2023. We trust this resolves this matter to the customers satisfaction. 

• Initial Complaint

  Date:05/10/2024

  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.

  On 4/14/24 (3:34AM) I received notification that 9 different sensors in my house had failed. In the following days I set up and appointment to have a tech come and look at the system. Several days after the system failures, but prior to the tech's arrival, I switched internet providers. It should be noted that my internet change was AFTER the alarm system failures. The tech arrived, changed several window sensors and manually cleared all the system notifications of failure on my keypad. I told him I had, after the failures, changed internet providers. He told me I would need to change wifi information on my front doorbell and back camera. As I had done this b/f, I told him I would handle the personally. I was successful in getting the front doorbell camera back online but when I went to address the back camera there were no stand-by lights on (of note, tech didn't even look at back camera or front doorbell to check them). When I called Alert 360 support they confirmed the issue was with a camera power source and notified me they would need to resend a tech free of charge. A few days later, when the tech was in route to address my camera issue, he called to confirm I knew there would be another $49 charge plus a $60-ish charge b/c I had changed my internet even though I had resolved the issues related to changing internet providers. I called the company who said, contrary to what I had been told twice b/f, that the 2nd visit (to complete work unaddressed from the original visit), would cost in excess of $100. I subsequently cancelled the 2nd appointment as I was not willing to pay for the same work to be done twice (and it wasn't done the 1st time) and the issue was NOT associated with internet changes but a power source. I spoke with a tech I had worked with b/f and he told me that Alert 360 continuously pulls this unethical practice. I would like the original $49 fee waived and my camera fixed free of charge.

  

  Business Response

  Date: 05/16/2024

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

  Customer Answer

  Date: 05/17/2024

  I have reviewed the business response and accept this resolution.  Alert ************************* resolving this issue.  

• Initial Complaint

  Date:05/02/2024

  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.

  Alert 360 has charged me since January. The original company I used, merged with them, and they received my information. They started to bill me and I never signed up for their contract. I have never given them authorization. They billed me, without a signed contract, for their services that they never supplied. I had tried to let them know in January to please stop, and have still no received any information. The whole process is unethical and disgusting, and I am sure Im not the only one theyre doing this to.

  

  Business Response

  Date: 05/08/2024

  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 resolve ************************ complaint to her satisfaction. ******************** initially notified us via phone that she wished to cancel services on 1/18/2024. We informed Ms. ******** that she would need to provide written notice via email, which she said she would provide. We have yet to receive written correspondence confirming her request to cancel. We accepted this complaint as the needed correspondence, canceled her account, and processed any required refunds.
  We consider this matter to be resolved. 

• 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:03/07/2024

  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 was in contact with customer ********************** to replace a keypad that was not functioning and was informed the cost was $55. I received a door sensor instead. Various attempts were made to request correction of this issue. I was told a return label would be emailed. I was told the label could only be mailed to my home. After several attempts were made to receive a return label to return a door sensor I did not request and receive the keypad I requested, I made the decision to cancel services due to overall poor customer **********************. On 2/**/2024 I called customer ********************** to inform them of my request to cancel services. I was directed to send an email to ********************************** and provide my account number and verbal passcode in an email requesting cancellation. The email was sent on 2/19/24 and an I received an email response confirming receipt. On 2/27/24, I sent another email as a follow up requesting confirmation. On 3/4/2024, I was charged for services as well as the keypad that I have not received. As I did not authorize these charges and cancelled my account, I am asking for the funds to be returned ($55.80 for keypad and $42.99 monthly service) and for my account to be cancelled as previously requested.

  Customer Answer

  Date: 03/16/2024

  On 3/14, I received a full refund for the month of service and the equipment thats was charged. My daughter and I also received a call from the manager apologizing and requesting to speak further. I appreciate the opportunity for communication, however I have no interest in continuing service with Alert 360. 
  

  thank you for your assistance in this matter. 

  

  Business Response

  Date: 03/24/2024

  Thank you for providing us the opportunity to resolve this matter for you. We now consider this matter closed. 

• 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.