Complaints

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:11/01/2023

  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.

  July 2021 I purchased a Hikvision Network Video Recorder four Cameras and a door keypad it was installed 8 of July, the wires were installed not were l requested Technician came late 8:00 -1:00am never got a contrack about a month later my camera DVR crashed alarm group couldn't trouble shoot because it was base out of china my DVR was replaced with a old speco technogies JLA DVR a technician came an Worked on the cameras my door keypad was exchanged the technician couldn't get to work he left and didn't return I haven't had working service since Aug of 2021 my Monitor has been exchanged several times because of that old DVR I asked alarm group when were equipment I was told that they could Sale me one contain calling back about when are they coming back to fix it I was told my warranty is expired I would have to pay $75 for Gas that's started 3 months ago to look @ it I am 68 years old my apartment has been broken into I asked to have equipment turned off I was Told it couldn't be turned off until 5 years Please help

  Business Response

  Date: 11/02/2023

  Good morning.  Alarm Services Group is more then happy to come and service your equipment but we do require a $75.00 Trip fee for us to send a truck.  If your problem is not resolved on the trip out you will not be required to pay for the return trip.

• Initial Complaint

  Date:10/18/2023

  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.

  I am paying for a security system and door bell that doesn't work. The monitor is out and the doorbell doesn't work. The contract was sold and became a loan of $70 monthly for 48 months, with 2 years remaining. The sales agent did not share that the contract would be sold, and did not inform me that ASG did not repair the doorbells. I was told to contact the manufacturer of the doorbell and buy a new monitor.

  Business Response

  Date: 10/19/2023

  Good morning,  We are more then happy to assist in the replacement of the monitor unfortunately the equipment is out of warranty and there is a cost to replace it. We offered to help to get your doorbell camera back online through our technical support team as well as the technical support team of the manufacture. We are more then happy to send a technician out to help but there will be a trip fee.
  

   

   

  Thank You

  Alarm Services Group
  

• Initial Complaint

  Date:02/03/2023

  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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  ***********************

  491 ********************************************************* 38753

  
  

  rlier and the equipment was promptly removed and returned to that company. We have been told by ASG that they have returned the erroneous $5400 received from Dividend for this account. Dividend states this is not true. Dividend continues to frequently send letters and e-mails to me requesting payment, saying my account is 178 days past due and a balance of $570 is now due. I have continuously talked with both companies to try to settle this. *** states that they have returned the funds from this. Dividend states that they have not received any refund, so have placed a lien on our home and causing problems with my credit. I am now unable to get this settled since its out of my hands. We DO NOT owe this money, but its effecting my credit because AGS will not return the $5400 funds. If *** would send a photo of the check that they said was sent to Dividend, this would hopefully settle this argument and we would not be harassed any more. At 84, I do not need to deal with matters of dishonesty because its affecting my health. Is there any way you can help resolve this situation?

  Business Response

  Date: 02/21/2023

  Alarm Services Group requested the reversal and refund of the loan through **************** all they way back in August of 2022. After speaking with one of their higher **** *******************, he has informed me that they did receive this request, but for one reason or another it slipped through the cracks on their end. He has escalated this issue all the way up to the ** of Operations for Dividend, a person by the name of ******, who is looking into the matter and they have assured me that they will get this issue corrected and fixed for *************. We have spoken to ************* and have given her this new information and she now understands that we did all that we were supposed to do on the front end to fix this situation, it was just unfortunately mishandled by the third party finance company.

• Initial Complaint

  Date:02/02/2023

  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.

   
  Complaint: 18972252
  
  I am rejecting this response because: We have had the battery problems before.  A technician from ASG came out and told us there is no battery in the doors and windows. However, this is not the only problem - the camera on the front door do not work and garage door opener device do not work.  Also, the main alarm panel will sound off with errors after being set for more than two or three nights straight. This system is the worst I have ever seen or owned.  I hate having to call ASG for help because we have called many of times before. We are tired of the problems and tired of getting the run around - which I sure they are tired of us as well.  Either fix it right or get it out!
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/09/2023

  The door and window contacts all have batteries in them. These batteries are typically not covered under warranty, not just by our company, but any alarm company. However, even with that, we have already had a scheduled appointment to come out there on the 14th of February change the batteries in the sensors for the customer since they are having a hard time locating them. Typically there would be a fee to come out there to just change batteries, but he have elected to wave that for the customer as well.

  Business Response

  Date: 02/21/2023

  On our last response we stated that we had an appointed ************* with the customer. We followed through with that appointment and this customer's issue has been resolved. The only real issue was that the customer had changed internet and we had to network the new internet to her devices. I spoke with ********************* on the phone personally to verify.

• Initial Complaint

  Date:11/05/2022

  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.

  Called alarm service on 10/24/2022 a lady answered the phone I think her name was ******* and I informed her that I would like to cancel my service she told me its too late and I told her no its not per the contract I have 3 business days to cancel my service from 10/19/2022 in which would be 10/24/2022, and they are closed on the weekends. After going back and forth with the lady a man who I think was ***************** got on the phone upset that I was trying to cancel my service and said Ive been sitting here listening to you on the phone wanting to cancel so when can I come get my SH-T. I told him he can come on today anytime he said OK, and I will have the signed contract for cancellation. On 10/26/2022 I called the office back to see why they havent come and picked up equipment after I cancelled, and the guy said we arent coming to pick up nothing and that you are stuck with that stuff and you going to pay for it, its been financed. I told him I cancelled this on Monday, and the finance company called me the next day on Tuesday and I told them I cancelled yesterday, and they said oh ok thanks, he said I dont care what you done we arent coming to pick up nothing. I knew with all the red flags my granddaughter pointed out that I needed to cancel on Monday and the way they acted when I called to cancel just proved her point. I just cannot believe that a place of business would talk to a customer that way. I am an elderly disabled veteran and did not deserve that type of treatment just because I decided to cancel. They hooked up the system and did not show us how to work anything, and granddaughter is good at technology but even she could not figure out how to work it. They did not provide us with their own new key pad alarm system they told me I can just use the one Brinks left on the wall to set the alarm. The app only works on a iPhone which I don't have. Again, they are refusing to cancel my contract and pick up their I quote "SH-T!"

  Business Response

  Date: 02/23/2023

  The issue with the phone app was not that it was only available on iPhone or Apple devices, but that the third party developer of the app had a momentary issue where the app was not available on the ****** Play Store or Android devices. This was a brief issue that did not last a very long time, but one that was out of our control at Alarm Services Group. Since this initial interaction, we have been back out to the customer's house and have fixed all the issues on the account.