Complaints

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

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Alert 360 Home Security has 21 locations, listed below.

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  Alert 360 Home Security

  6111 S Sheridan Rd Tulsa, OK 74133-4052

  
• 

  Alert 360 Home Security - San Antonio

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

  
• 

  Alert 360

  11500 Metric Blvd Ste 215 Austin, TX 78758-4042

  
• 

  Alert 360 Home Security

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

• 

  Alert 360 Home Security

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/12/2024

  Type:Order 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 a complaint against Alert 360 Home Security. As a long-term customer of Front Point **********************, I have experienced a complete lack of transparency regarding the transfer of my account to **************************. On 02/01/24, I encountered a problem with the Front Point Security app, so I contacted their customer **********************. To my surprise, I was told I no longer had an account with Front Point Security. That my account had been transferred to My Alarm in October and then to Alert 360 without my knowledge. I was very frustrated as I hadn't been notified or given any opportunity to voice my concerns about the transfers. I then contacted Alert 360 to ask about the lack of notification. The customer care representative admitted that numerous former customers of Front Point Security had raised similar complaints. While an apology was offered, it did not rectify the issue of the unauthorized transfer of my account. I was informed that I could not terminate my services without a hefty penalty. I was told that I was contractually obligated to remain with Alert 360 until March! I vehemently protested that I had originally signed a contract with Front Point Security, not Alert 360. It is unreasonable to demand payment from me for services I never agreed to. Despite bringing up the poor reviews of Alert 360, I was met with indifference from the supervisor. She maintained that the contract was transferable and insisted that I must pay the $800 buyout fee. The entire situation has left me feeling deceived and taken advantage of. I believe that Alert 360's actions display an unethical approach to business. The company failed to communicate the transfer of my account, neglected to obtain my consent, and now seeks to enforce a contract that was never agreed upon. I urge the Better Business Bureau to investigate this complaint thoroughly and take appropriate action to protect consumers from such unfair practices. In the attached contract, where does it state the accounts are transferable?

  

  Business Response

  Date: 02/26/2024

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

  Customer Answer

  Date: 02/28/2024

  I have reviewed the business response and accept this resolution. 

  
  Good Morning Kayleigh:
  
   I wanted to express my deepest appreciation for your kind and compassionate response. Your genuine care and attention have truly made a difference to me, and I am grateful for your willingness to help.
  
  Please know that I didn't mean to evoke such strong emotions with my previous email, and I apologize if I inadvertently caused any discomfort. It is heartwarming to witness the level of dedication and empathy you bring to your role, and it is a testament to your exceptional customer **********************.
  
  Your assurance that I haven't wasted your time means a lot to me. Knowing that you are there to assist me anytime is incredibly reassuring, and I am grateful for your ongoing support.
  
  I also wanted to inform you that because of your superb assistance and guidance, I was able to resolve the issue with Alert 360. They went above and beyond to address all my concerns and resolve my complaints accordingly. They also asked me to contact you and inform you of my decision to continue services with their company. 
  
  Once again, thank you from the bottom of my heart for your kindness and helpfulness. You have truly made a positive impact, and I am fortunate to have had the opportunity to interact with such a caring individual like yourself.
  
  Wishing you all the best, and please take care.
  
  Best regards
  *************************

• 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:01/23/2024

  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 was a frontpoint security customer for 17 years with no issues. When I called in with a broken sensor I was told that my account had been "sold" to alert 360 and I would need to call them to cancel. When I called them on January 22, **** I was transferred around and then the final gentleman I talked to said I would need to cancel in writing (email) and send in my "secret code" and only then would my account be cancelled, but not in January I would have to pay for February's invoice for a service I have removed. this cannot be legal.

  

  Business Response

  Date: 01/26/2024

  Alert 360 prides itself on industry-leading customer **********************, and we would never want anyone to have a negative experience. We do require a a 30-day written cancellation notice from the account holder to cancel the account. This is done to ensure our customers are never left vulnerable or without security. We have made multiple attempts to reach ************** to discuss this issue. As a goodwill gesture, Alert 360 has credited the balance remaining, and we have closed ****************** account with nothing further owned. At this time, Alert 360 considers this matter closed. 

• 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:01/13/2023

  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 have been paying for a service that hasn't been provided. I attempted to call them to cancel their services and they gave me the run around that I would get a call back. That the canceling department has a long wait. I'm paying for an alarm system that's not active and no one is willing to help.
  

  

  Business Response

  Date: 02/28/2023

  Business Response /* (1000, 5, 2023/01/22) */
  We regret Ms. *********'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. Prior to receiving this complaint, we found no record of a written cancellation request from Ms. *********, as required by the signed agreement.
  
  As we do wish to resolve this matter, we contacted Ms. ********* and have reached a mutually agreeable resolution, and we now consider this matter closed.

• 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.

• Initial Complaint

  Date:12/19/2022

  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.

  They won't let me out of contract. Without jumping through a million hoops. I offered to pay the remaining contract off if they would cancel. They said it has to be in writing for fraud issues. Who pays 600 dollars to cancel someone else's security. I would gladly pay off contract if they would cancel service without having to email them a statement and wait for a response. Even if contract ends they said without a written response they will continue to charge my account. These people are the biggest scammers in the business.
  

  

  Business Response

  Date: 02/28/2023

  Business Response /* (1000, 5, 2022/12/22) */
  Alert 360 received a call from Mr. Eddie Pauley, who is not our customer and who did not sign the agreement with Alert 360. As a leading security company, the safety and security of our customers is of the utmost importance to us, and we can't cancel our customer's security service based on a phone call from another individual without authorization. We have asked Mr. Pauley for verification, including a Power of Attorney, stating he is authorized to conduct business on Mr. *****'s behalf. In accordance with the service agreement Mr. ***** signed, we require a written cancellation request from the account owner to cease security services. This request is solely to protect our customer from a potentially fraudulent cancellation request. We would be happy to cancel Mr. *****'s account upon receiving this documentation.

• Initial Complaint

  Date:12/14/2022

  Type:Delivery 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.

  Salesperson failed to explain that wall panel required electric outlet, so technicians installed panel on wrong wall - even after I verbally explained where we wanted it placed. We had to hire an electrician to install outlet and then had panel moved. This left a unsightly hole in the wall.
  Salesperson also neglected to inform us to buy a monitor to be able to configure and log into the security camera system - so now we have a system that is not configured until we purchase the monitor.
  A user manual was not provided during installation and Support at Alert 360 said they do not have electronic copies to provide us.
  In other words we have an expensive system that we cannot properly use for security.
  

  

  Business Response

  Date: 02/28/2023

  Business Response /* (1000, 5, 2022/12/22) */
  Alert 360 has reached out to Mr. ********* and we are scheduled to return to his home to resolve this matter December 28, 2022.