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: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:08/02/2024

  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.

  BUSINESS NAME: ALERT360 We signed up for the service in 2016 and have been using it for over 8 years with no recurring technical problems at all. However, in the past several weeks, we have experienced 2 separate 'false alarms' after we properly arm the security leave the house. Something called an 'EXIT ERROR' occurs, and the alarm begins to ring after we've left the premises. We then have to scramble to disable the alarm, and notify the service to disregard, then return to the house to check on the hardware to verify the alarm is shut off. The first time it happened, I wasn't even notified or prompted to cancel the dispatch request! We suspect there is something wrong with the sensor or with the console, and we need it looked at and repaired asap. Today, I received a text asking me to call the service, so I did - and they told me to disregard the text. I explained the false alarm error problem and asked them to advise me on how to set up the the repair, and I was told we would have to pay a 'driving fee' in addition to a service fee for every 30 minutes the technician is out looking at our equipment. We pay into this service monthly - $53.29 per month, precisely - along with annual police payments. We should not have to pay up to hundreds of dollars to have our clearly malfunctioning equipment repaired. I politely informed the person on the call that we would have to seek another alarm company, and they made no efforts to retain my business. If this malfunction continues to occur, or if the alarm goes off again without alerting us, we may incur alarm fees at very least, or at worst, won't be able to distinguish if a real break in is occurring. We have been very low maintenance customers for many years, and I find it outrageous that we have to pay to get our malfunctioning equipment serviced. We'll need to consider other options if this isn't resolved.

  

  Business Response

  Date: 08/12/2024

  We regret **************** dissatisfaction with Alert 360. We pride ourselves on industry-leading customer ********************** and never want to have a negative interaction with a customer. We have made multiple attempts to contact ************** regarding this matter without success and have received no response from him by phone or email. We now consider this matter closed. However, we remain willing to resolve this matter amicably and await **************** call. He can contact us anytime at **************.

• 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. 

• Initial Complaint

  Date:06/07/2024

  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.

  Customer # ********** Billed: ******************************** ********************** is attempting to charge me for services not rendered, faulty devices and dropped ***********************. I had an agreement with an office manager where I had a bill of $200 and this would settle my account. Unfortunetly I have too many records of my "Sensors off line" basement door, bedroom door, motion sensor in living room. This was the reason for the $200 settlement. I was suppose to get my sensors replaced as I did not feel comfortable paying anymore money with a faulty security system. I am still willing to pay the $200 I still need new sensors and now they have completely cut my services (with two children in the home) and I have been locked out of the online portal for almost an entire year.

  

  Business Response

  Date: 06/14/2024

  We regret ********************* dissatisfaction with Alert 360/My Alarm Center.We pride ourselves on industry-leading customer **********************, and we never want to have a negative interaction with a customer.
  
  Our Retention team previously worked diligently to provide options that would accommodate ********************* needs, including new equipment, which was declined at the time of installation.
  We also have issued various service credits in order to reach a mutually agreeable resolution. At this time, the account has been canceled due to non-payment.
  
  Since the time **************** filed this complaint, our Retention team has made multiple attempts to reach her to discuss this matter without success. We believe we have offered her reasonable and fair resolutions, and we encourage ***************** to contact the company currently managing her account to resolve this matter

  Customer Answer

  Date: 06/14/2024

  I am rejecting this response because no one has tried to call me! I dont have one message from anyone! No CREDITS have been applied to my bill only corrections to my bill! 
  

  This company is attempting to falsely charge me after misleading me for months on end. I still have the faulty equipment in my home that doesnt not work properly and has not since it was installed! 
  

  why were they continuing to charge me full price each month for faulty materials? This is not okay wasnt then and its not now! I want prof of these so called calls and credits. Correct the bill to $200 as you shoulder months ago and then please come pick up this faulty material! Thats the only way to solve this. I will not be calling anyone else after this but my attorney if necessary. 

  

  Business Response

  Date: 06/24/2024

  We regret ********************* dissatisfaction with our response and attempts to resolve this matter.
  
  In October 2022 ***************** experienced a failure of a device which was no longer manufactured. We attempted to replace this with a newer upgraded piece of equipment. However, ***************** declined this piece of equipment while we were onsite to install it.
  
  We made multiple attempts without success from June 2023 through August 2023 to contact ***************** regarding her still outstanding balances. When we received no further reply or payment her account was cancelled.
  
  At this time, we consider this matter to be closed. We encourage **************** to contact the company currently managing her accounts billing to resolve this matter.

  

  Business Response

  Date: 06/25/2024

  Here is some further background on this customer's situation.

  This customer has a history of ******************** complaints and threatening legal action. We have made multiple attempts to try and work with her and make her happy, and at this point, I think weve exhausted all options. Heres a little more background on the account.
  
  The customer originally had 2 accounts (one business, one residential). Back in **** of 2022, she moved her business. We went out and did the transfer of address. She had a panel, cell unit, motion, 2 door contacts, and a hold-up switch installed, at no charge with a new 3yr agreement.

  Previously on her home account, the customer had an issue with an image sensor (10/2022) that we were unable to repair and could not replace because those devices ceased to be offered by the manufacturer in 2020. She did submit a BBB complaint under the My Alarm Center business (this was pre-merger with Alert 360) at that time as well. We attempted to install an indoor camera for her, which would offer the same function of recording a snapshot video when motion is detected, but the customer did not have a viable power source available for the camera, so it could not be installed. She was informed of what would be needed for the camera to be installed and at the time was not willing to install the camera where power could be provided. She was NOT charged for that service appointment, and she did have a fully operational alarm system, excluding the image sensor. I imagine this is the device she is referencing in her current BBB complaint.
  

  One year later, in July 2023, she closed her business, and attempted to cancel that account. She was unable to afford the buyout of the remaining 2yrs on her agreement. So, to keep her satisfied, we transferred the remainder of this agreement to her home account (which was no longer under initial term agreement). We kept her monthly rate the same and had her sign a new 2yr agreement.

  The last payment we received was in 8/2023 in the amount of $318.92, which satisfied open invoices for February through May 2023 (she had been past due for several months at that point). When she did not pay her bills for **** through August 2023, and the account was canceled and the remainder of the of the contract was billed out. Given that no payments were made for **** 2023 forward, the entire balance of her new 2yr agreement was charged-off to the 3rd party agency. The contract amount was $1199.76 in total, however, the agency probably tacked on fees as well.  
  
  Additionally, our Collections team did attempt to reach out to the customer in ****, July and August of 2023 (numerous times) regarding her past due balance, and she also received numerous delinquent notices via email during that timeframe. We also attempted to reach out to the customer to discuss this matter further without success between 6/10/2024 and 6/13/2024 when she filed the current complaint.

  I hope this additional information helps.

  Customer Answer

  Date: 06/25/2024

  Thanks for the back history that we are already aware of! Yes I have MULTIPLE BBB complaints and do not do threats, course correct yourself! Your company has fraudulently attempted to bill me and combine services from business and home into just home with equipment that was faulty.

  Nothing ever fixed ever not since 8/2023 so why would anyone pay a bill in full with back fees that are incorrect when their equipment goes offline every single day? You did not call me, your collection company did not call me! ************ I did not receive ONE phone call. 

  

  Business Response

  Date: 06/26/2024

  Hello ***** and *****, 
  
  My name is ***** and I took over as the point of contact regarding any complaints filed for Alert 360 as ************************* is no longer with the customer. I responded to ******************* rejection of our original response. In the spirit of not including too much information in our public response I submitted some additional details regarding her complaint and resolution this morning and just wanted to ensure you saw it. Here is what I submitted below. 
  
  Here is some further background on this customer's situation.
  
  This customer has a history of ******************** complaints and threatening legal action. We have made multiple attempts to try and work with her and make her happy, and at this point, I think weve exhausted all options. Heres a little more background on the account.
  
  The customer originally had 2 accounts (one business, one residential). Back in **** of 2022, she moved her business. We went out and did the transfer of address. She had a panel, cell unit, motion, 2 door contacts, and a hold-up switch installed, at no charge with a new 3yr agreement.
  
  Previously on her home account, the customer had an issue with an image sensor (10/2022) that we were unable to repair and could not replace because those devices ceased to be offered by the manufacturer in 2020. She did submit a BBB complaint under the My Alarm Center business (this was pre-merger with Alert 360) at that time as well. We attempted to install an indoor camera for her, which would offer the same function of recording a snapshot video when motion is detected, but the customer did not have a viable power source available for the camera, so it could not be installed. She was informed of what would be needed for the camera to be installed and at the time was not willing to install the camera where power could be provided. She was NOT charged for that service appointment, and she did have a fully operational alarm system, excluding the image sensor. I imagine this is the device she is referencing in her current BBB complaint.
  
  One year later, in July 2023, she closed her business, and attempted to cancel that account. She was unable to afford the buyout of the remaining 2yrs on her agreement. So, to keep her satisfied, we transferred the remainder of this agreement to her home account (which was no longer under initial term agreement). We kept her monthly rate the same and had her sign a new 2yr agreement.
  
  The last payment we received was in 8/2023 in the amount of $318.92, which satisfied open invoices for February through May 2023 (she had been past due for several months at that point). When she did not pay her bills for **** through August 2023, and the account was canceled and the remainder of the of the contract was billed out. Given that no payments were made for **** 2023 forward, the entire balance of her new 2yr agreement was charged-off to the 3rd party agency. The contract amount was $1199.76 in total, however, the agency probably tacked on fees as well.  
  
  Additionally, our Collections team did attempt to reach out to the customer in ****, July and August of 2023 (numerous times) regarding her past due balance, and she also received numerous delinquent notices via email during that timeframe. We also attempted to reach out to the customer to discuss this matter further without success between 6/10/2024 and 6/13/2024 when she filed the current complaint.
  
  I hope this additional information helps.
  
  Let me know if you need anything else from me to resolve the complaint.
   
  
  Thanks,
  *************************

• 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.