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Business Profile

Security System Monitors

Alert 360 Home Security

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Alert 360 Home Security has 21 locations, listed below.

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    Customer Complaints Summary

    • 90 total complaints in the last 3 years.
    • 34 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:11/03/2022

      Type:Product Issues
      Status:
      Resolved
      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 smoke detectors were malfunctioning and a service tech (Steve) came out on 10/6/22 to assess the issue. He determined 5 of my smoke detectors needed to be replaced and a supervisor we both spoke with, Teara said she would order the replacement parts. Another tech came out on 10/14/22, but did not have the new smoke detectors to install. He was only there to determine the type that needed to be ordered, which was not my understanding of his visit. I spoke with another supervisor, Guadalupe Trevino, who assured me the defective smoke detectors would be ordered and a branch manager would contact me to schedule the installation of the new devices to replace the defective equipment. I asked her to follow up and keep me apprised of the status of the necessary equipment replacement. When I did not hear back from anyone, I emailed her on 10/22/22 and again requested she follow up. To date, she has never replied to my email. I pay an additional fee every month so if I ever have an issue with any of the security equipment it will be repaired/replaced immediately. Having faulty smoke detectors is not why I had this equipment installed and does not give me peace of mind that my home and family is protected in case of an emergency. I would like an immediate resolution to this matter and have been more than patient with Alert 360. I expect someone from their corporate office to ensure my smoke detectors are immediately replaced and also expect a one month credit since the equipment has not worked properly the past month. I have attached the email exchange for your review, confirming Alert 360 knew the equipment needed to be replaced. Please contact me any additional information is needed to resolve this issue, XXX-XXX-XXXX. Thank you for your intervention to resolve this urgent matter.

      Business Response

      Date: 01/24/2023

      Business Response /* (1000, 5, 2022/11/10) */
      Alert 360 has contacted Ms. *****, and we have reached a mutually agreeable resolution. We now consider this matter closed.


      Consumer Response /* (2000, 7, 2022/11/17) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Once my complaint was escalated to the corporate office, it was handled promptly and professionally. Thank you BBB for helping me resolve this matter.

    Alert 360 Home Security is BBB Accredited.

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