Complaints

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

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  HomePro

  1325 Capital Pkwy STE 117 Carrollton, TX 75006-3645

  
• 

  Home Pro Technologies

  1807 W Braker Ln Ste 400 Austin, TX 78758

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:07/10/2025

  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.

  Urgent Consumer Protection Concern I'm writing to report unethical practices by a home security vendor, Home Pro. I paid $925.00 for a system upgrade that included a video doorbell, updated control panel, and new door sensor. Within 24 hours, a key bedroom sensor failed jeopardizing my family's safety. When I called support despite recent install, they refused to send help without charging another service fee. Their reviews show this isn't isolated: price gouging, predatory contracts, and poor service are common.I know this may fall low on your agenda, but I felt it was important to flag this abuse and get it to the right agency.

  Business Response

  Date: 07/17/2025

  ******** ******
  1346 ****** Ln
  ***************
  Daytime Phone: ***********
  E-mail: *********************************************
  
  Customer#: *******
  Complaint#: ********
  
   
  Dear Mr. ***************** sincerely apologize that youre experiencing these issues with your system. I personally called and left you a voicemail approximately six days ago in an effort to schedule a technician to address your concerns at no cost to you. Unfortunately, I have not received a return call to move forward with that complimentary service visit.
  
  Please know our goal is to resolve this matter as quickly as possible. If you'd like to proceed, I encourage you to contact me directly so we can arrange for a technician to come out and address the sensor issue without additional charge.
  
  You can reach me at ************************.
  
  Sincerely,
  ******* *.
  Customer Care Escalations Supervisor
  ***********************
  
  Cc: Better Business Bureau
  
  

• Initial Complaint

  Date:06/29/2025

  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.

  We have been HomePro customers for 3.5 years. In February, we paid off the 36 month payment plan for our home cameras we purchased with our new home. We were still billed for it the next month so I called and received a refund. We continue to be billed for both home security monitoring and the payment plan even though the payment plan is complete. I called again and a refund is processing; however, on my most recent bill after we reported the issue for the 2nd time, Im charged again. HomePro has seriously horrific billing practices and lacks consistency whatsoever.

  Business Response

  Date: 07/01/2025

  Customer#: HT48253
  Complaint#: 23534315
   
  
  Jean Rogers
  830 Rustic Trl
  Midlothian, TX 76065
  Daytime Phone: (361) 230-3964
  E-mail: [email protected]
   
  Dear Ms. Rogers,
  
  Thank you for bringing this matter to our attention, and we sincerely apologize for the billing issues you’ve experienced.
  
  I have personally reviewed your account and can confirm that all necessary billing corrections have been made. This includes refunds for any overcharges, including the most recent payment processed on July 1, 2025. All refunds have been submitted, and your account has been updated to reflect the correct status.
  
  We understand how frustrating this situation has been and truly regret the inconvenience it has caused. Your feedback is invaluable, and we are actively working to prevent similar issues moving forward.
  
  If you have any additional questions or need further assistance, please don’t hesitate to reach out to Kedrick at (972) 245-5777, ext. 259.
  
  Sincerely,
  Kedrick G.
  Customer Care Escalations Supervisor
  (972) 245-5777 ext. 259
  
  Cc: Better Business Bureau
  
  

  Customer Answer

  Date: 07/03/2025

  I have reviewed the business’ response and accept this
  resolution. 
  

  thank you.

   

• Initial Complaint

  Date:06/26/2025

  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 am filing a complaint against HomePro regarding improper billing and failure to honor the terms of our agreement. After completing a 5-year contract for alarm monitoring services, I submitted a final payment in May 2025. This payment covered service for both May and June, as confirmed in writing by a HomePro representative via email. That correspondence clearly indicated that my account was closed and that no further payments were owed.Despite this confirmation and the completion of all contractual obligations on my part, I have since received an additional charge. I consider this charge improper, as I have provided full payment and have documentation to support this, including:A copy of the final payment made in May The confirmation email from HomePro stating my account was closed and no further payments were due A disconnect notice submitted along with the final payment I have attempted to resolve this directly with HomePro but have received no adequate explanation or correction. I am now seeking assistance to ensure that my account is cleared of any wrongful charges and that HomePro honors the agreed terms of our contract.I am requesting that:1.The erroneous charge be reversed **** account be officially marked as closed 3.Written confirmation be provided reflecting a $0 balance Thank you for your assistance in resolving this matter.

  Business Response

  Date: 07/01/2025

  Customer#: HT33993
  Complaint#: 23525107
   
  
  Mayra Lopez
  132 Charlotte Agitha Dr
  Buda, TX 78610
  Daytime Phone: (512) 393-9092
  E-mail: [email protected]
   
  Dear Ms. Lopez,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for any confusion or inconvenience you’ve experienced.
  
  Our records confirm that you spoke with Kedrick on June 5, 2025, prior to receiving any further billing. During that conversation, you were informed that the company would write off any remaining charges, including the $111.88, and that no further payments would be required. Kedrick also assured you that there was no need to worry and invited you to reach out directly if you had any further questions or needed clarification.
  
  Please be assured that the $111.88 has been officially written off, and your account has been marked closed with a $0 balance, in accordance with the agreement and communications you received.
  
  If you need a written confirmation of this status or have any other questions, please do not hesitate to contact Kedrick at (972) 245-5777, ext. 259. We appreciate your time as a HomePro customer and wish you all the best moving forward.
  
  Sincerely,
  Kedrick G.
  Customer Care Escalations Supervisor
  (972) 245-5777 ext. 259
  
  Cc: Better Business Bureau
  
  

  Customer Answer

  Date: 07/01/2025

  I have reviewed the business’ response and accept this
  resolution. 

• Initial Complaint

  Date:06/26/2025

  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 trying to cancel service with HomePro for over six months. When I first called, they said my contract had automatically renewed and that it had a few more months before I could cancel without an early cancellation fee. The *** advised that to cancel, I needed to submit their form via email. After the two months remaining on what they alleged was my auto-renewed contract, I sent in the termination letter. My service was disconnected but I continued to get bills. I have sent in the cancellation letter several times but continue to receive a bill from them. Today I got a bill for July 2025 service but my service has been turned off for several months now. They refuse to stop billing while at the same time, disconnecting service. This is a deceptive policy where HomePro is refusing to cancel the billing portion of my account, while cancelling the service portion.

  Business Response

  Date: 07/01/2025

  Customer#: *******
  Complaint#: ********
   
  
  ******* ********
  **********************************************************************************
  Daytime Phone: **************
  E-mail: ***********************************
   
  Dear Mr. ********************** you for your continued communication and for bringing this matter to our attention.
  
  After reviewing your account, our records show that your service agreement renewed in June 2024 for an additional one-year term, in accordance with the renewal terms outlined in your original contract. When you contacted us in January 2025 regarding cancellation, we provided you with our standard Disconnect Letter and advised that your account would remain active and billed through June 2025, the conclusion of your renewed term.
  
  The last payment we received was on February 22, 2025, and monthly billing continued through June 2025 as discussed. As a result, there is still an outstanding balance on the account for the unpaid months.
  
  We understand this may not have been the outcome you were hoping for, and we regret any frustration caused. If you have further questions or would like a copy of your signed agreement for your records, please feel free to contact ******* at ************************. We are happy to assist.
  
  Sincerely,
  ******* *.
  Customer Care Escalations Supervisor
  ***********************
  
  Cc: Better Business Bureau
  
  

• Initial Complaint

  Date:06/14/2025

  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.

  I purchased this service and signed a three year contract in May 2022. I was dissatisfied with the service and quit using it after one month and continued to pay $52 a month for three years. You have to submit a disconnect notice 60 days in advance. I submitted the disconnect notice in September 2024 and have emailed asking for confirmation of receipt four times without reply. Ive spoken to customer service who said they could confirm my disconnect but that the company wont send any confirmation. I just received a bill for the service after the end of my contract.

  Business Response

  Date: 06/23/2025

  Customer#: HT51795
  Complaint#: 23468682
   
  John Arose
  738 Pinnacle Dr
  Georgetown, TX 78626
  Daytime Phone: +13044191806
  E-mail: [email protected]
   
  Dear Mr. Arose,
  
  Thank you for your feedback and for allowing us the opportunity to clarify.
  
  Our records confirm that your service agreement is set to conclude on June 20, 2025, with the final invoice being generated for the month of June 2025. We have also received your Disconnect Letter, and as such, no charges will be billed beyond the end of your contract term.
  
  We apologize for any delay or confusion regarding confirmation of your disconnect notice. Please rest assured that your account will automatically close following the June billing cycle in accordance with the terms of your agreement.
  
  If you have any further questions or would like to confirm account details, please feel free to contact Kedrick at (972) 245-5777, ext. 259.
  
  Sincerely,
  Kedrick G.
  Customer Care Escalations Supervisor
  (972) 245-5777 ext. 259
  
  Cc: Better Business Bureau
  
  

  Customer Answer

  Date: 06/26/2025

  I have reviewed the business’ response and accept this
  resolution. 

• Initial Complaint

  Date:05/16/2025

  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.

  Signed quote for: $5495.00, 3-26-2025. the quote had no installation date. Has a lifetime warranty for parts and labor. Installed either at end of March or around 1st week of April 2025.There were 2 men that installed Pinnacle SL600 Stairlift (HARMAR). They had me test it since my wife was in bed with bad health. It was fine for me, but did not know if the stairlift would work for my wife. The stairlift was made for my wife who has bad health and many medical problems including vertigo. My wife tried the lift I believe the next day but could not get her knees to clear the opposite wall. She could not use it. I called numerous personnel, salesman **** ********* Tel#************, ************* Tel#**************; warranty service Tel# **************; fax completed warranty **** form Tel# **************; At HomePro ************. Tel# ************* requested service on stair lift. No one came to house. On 4-19-2025 ***** with help of 4 paramedics with difficulty was able to force her in chair down steps to **************, ******, ****. She stayed at ***** for about 4 1/2 days and was transferred to a nursing home for further medical care. She is still in nursing home as of 5/16/2025. According to doctors ***** had almost lost the ability to breathe. Her chest was filled with liquid. and she had pockets of fluid on both legs. They said that her heart was too weak to pump the fluid out. She is now trying to recover at nursing home.

  Business Response

  Date: 05/23/2025

  Dear Better Business Bureau and Ms. **************** you for bringing this matter to our attention.
  After reviewing the details of your complaint, we believe there may be a misunderstanding, as our company, HomePro, operates exclusively in the state of ***** and specializes in home security systems. We do not sell, install, or service stairlifts or mobility equipment, nor do we have any affiliation with a company named HomePro ************* or the personnel and phone numbers listed in your complaint.
  We recommend reaching out directly to the provider that performed the installation in ****, as they will be better equipped to assist with your concerns.
  We hope this matter is resolved quickly and your wife receives the care and support she needs.
  Sincerely,
  ******* *.
  *********************************************start="924" data-end="927"> HomePro
  ***********************
  Cc: Better Business Bureau

• Initial Complaint

  Date:05/02/2025

  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.

  Told us contract was 2 yr now it's 5 yr. Horrible equipment - when you call to get it repaired they are rude and hang up on you - after they say equipment will have to be replaced @ customer cost and it's $100.00 service charge. **************** is horrible. None of their equipment in our new home works and they could care less to help - just want to charge you for everything new and charge you to put it in. It's $1,000 to buy out of the contract or they will sue us.

  Business Response

  Date: 05/09/2025

  ******* ******
  ***************************************************************
  Daytime Phone: ***********
  E-mail: *****************************
  
  
  Customer#: *******
  Complaint#: ********
  
  Dear Mr. ******************** you for bringing your concerns to our attention. We understand your frustration and appreciate the opportunity to respond and clarify.
  
  HomePro does not offer two-year contracts; our standard agreement is for a five-year term, and this is outlined within the signed documentation provided at the time of installation. We regret if there was any misunderstanding regarding the contract length.
  
  We also strive to deliver reliable equipment and professional service. We're sorry to hear that your experience did not meet those expectations. Please know that service fees and equipment replacement costs are detailed in the agreement. For security system-related technician visits not covered by the Maintenance Plan, the cost is $102.84 per hour. However, when the visit is covered by the Maintenance Plan, there is a flat fee of $48.71 for the technician visit, and it includes replacement parts.
  
  We sincerely apologize if any interaction with our team came across as unprofessional. That is not the level of service we aim to provide, and your feedback will be reviewed internally.
  
  If you would like to explore a resolution, please feel free to contact ******* at ************************. We are committed to addressing your concerns and finding a way forward.
  
  Sincerely,
  ******* *.
  Customer Care Escalations Supervisor
  ***********************
  
  Cc: Better Business Bureau
  
  

• Initial Complaint

  Date:04/23/2025

  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.

  THIS COMPANY BLIND SIDED ME INTO A UPGRADED ALARM SYSTEM AT NO CHARGE. RAISED MY MONITORING FEE FROM $18 A MONTH TO $40 AND A 5 YEAR CONTRACT. DIDNT NEED A CONTRACT. BEEN WITH THEM FOR 16 YEARS. THE SYSTEM IS LOUD AND VERY ANNOYING. PLAIN LOOKING. MY OLD SYSTEM WAS JUST FINE. WAS TOLD THEY COULD NOT MONITOR IT ANYMORE UNLESS I UPGRADED. TOLD ME SINCE I HAD BEEN WITH THEM FOR SO LONG THEY WOULD WAIVE THE $199. FOUND OUT AFTER I COMPLAINED ABOUT IT IF I CANCELLED IT WAS $2000. CANNOT GET THE OWNER TO CALL ME BACK. ALL I WANT IS THE PANELS TO BE REPLACED WITH QUITER ONES AND NO CONTRACT.

  Business Response

  Date: 04/23/2025

  **** *********
  *************************************
  **************
  Daytime Phone: **************
  E-mail: **************************************
  
  Customer#: *******
  Complaint#: ********
  
  Dear Mr. *********************** you for your feedback, and for being a valued customer with ********************** for the past 16 years. We truly appreciate your longstanding relationship with us.
  
  Wed like to clarify that the original system installed over a decade ago was no longer communicating with either HomePro or the central monitoring station, which is essential for the alarm system to function properly. For this reason, an equipment upgrade was required to maintain monitoring service. The updated system ensures compatibility with current technology standards and provides more reliable protection.
  
  Regarding the volume level of your new keypad, were sorry to hear its been disruptive. Our technical support team is available and should be able to assist with adjusting the volume settings to better suit your preferences. Please feel free to reach out to our tech support line so we can help resolve that issue promptly.
  
  We understand your concerns about the changes to your monitoring rate and contract, and we apologize if there was any misunderstanding during the upgrade process. Our goal is always to provide clear information and ensure our customers are fully informed when updates are made.
  
  If youd like to further discuss available options, please dont hesitate to contact ******* at ************************. We are here to help in any way we can.
  
  Sincerely,
  ******* *.
  Customer Care Escalations Supervisor
  ***********************
  
  Cc: Better Business Bureau
  
  

  Customer Answer

  Date: 05/03/2025

  I am rejecting this response because:   I HAVE CALLED THEM SO MANY TIMES AND GET NO CALL BACK. CANNOT REACH THE OWNER/MANAGER. HE WILL NOT CALL ME BACK TO RESOLVE THIS ISSUE. BAD BUSINESS. I ALSO FOUND OUT IM NOT THE ONLY ONE. ALOT OF BAD YELP REVIEWS AS WELL.  

  Business Response

  Date: 05/07/2025

  If youd like to further discuss available options, please dont hesitate to contact ******* at ************************. We are here to help in any way we can.
  
  Sincerely,
  ******* *.
  Customer Care Escalations Supervisor
  ***********************
  
  Cc: Better Business Bureau

• Initial Complaint

  Date:04/02/2025

  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.

  ***** ****** from the HomePro sales team visited my home on December 21, 2022, to discuss security services. My builder recommended HomePro, and ***** assured me they offered top-tier service and equipment. We had never had a security system before and moved often, so I was hesitant. When I mentioned we never stayed anywhere longer than two years, ***** responded, "Two years is perfect for this service," leading me to believe I was signing a two-year term. He was within earshot when I repeated this to my husband.We selected our equipment, including what my builder provided. ***** walked me through the contract on an iPad, holding it while explaining each item. He would summarize, say, "Just initial here," then click the DocuSign box, making my signature fill the screen. At no point was I informed I was agreeing to a five-year term. I signed the contract under extenuating circumstances. We were moving right before Christmas, and my dog was dying of cancer, which ***** and I discussed at length. I was overwhelmed and didn't review the emailed contract, and I believe ***** took advantage of this. We put our dog down the day after Christmas.Beyond being misled, HomePro's service has been far from "the best in the market." Our builder-included doorbell disconnected, and I was told it would cost $120 to fix. **************** suggested buying a different doorbell instead, which I did. Now, my front door lock is disconnected despite having a maintenance plan. I also ordered a smart garage door, but the technician informed me I already had one. He said it would be removed from my loan, and ***** confirmed, but I continued being charged until I noticed. Additionally, our control panel failed twice, yet HomePro didnt prorate our monitoring fees. When I finally decided to switch services due to faulty equipment, I only then discovered I was locked into a five-year term with a $1400 buy out.

  Business Response

  Date: 04/09/2025

  ******* ********
  *************
  *******************
  
  Customer#: *******
  Complaint#: ********
  
  Dear Ms. ********************** you for taking the time to share your experience. We are truly sorry to hear that youve been dissatisfied and want to extend our condolences regarding the loss of your pet. We also understand that moving and setting up services during a difficult time can be overwhelming, and we appreciate the opportunity to respond to your concerns.
  After reviewing your account and the signed agreement, we can confirm that the contract is for a five-year term. While we understand you may have believed the term was shorter, the agreement reviewed and signed electronically clearly outlines the contract length. We strive to ensure our representatives communicate all terms accurately, and we regret if there was any misunderstanding during your consultation.
  In regard to your equipment issues, we sincerely apologize for the inconvenience youve experienced. While some equipment provided by the builder falls outside of our warranty coverage, we aim to assist where possible under your maintenance plan. We also reviewed your smart garage order and understand that a correction was made once it was determined you already had that feature, any billing discrepancies related to that have been adjusted accordingly.
  Please know that the monitoring charges remain active as long as the system is connected and the service is in use. Unfortunately, we do not offer proration for service interruptions unless the account is fully suspended at the time of the issue.
  We would be more than happy to review your concerns further and see if there are any available options to help. Should you wish to speak directly, you may contact ******* at ************************.
  
  Thank you again for your feedback. We truly value you as a customer and would appreciate the chance to make this right where possible.
  
  Sincerely,
  ******* *.
  Customer Care Escalations Supervisor
  ***********************
  
  Cc: Better Business Bureau
  
  

  Customer Answer

  Date: 04/09/2025

  I am rejecting this response because your salesperson was intentionally dishonest and based on the BBB reviews, this appears to be a common issue within your company, not an isolated incident. Its also clear that little effort has been made to address or correct this behavior.

  
  As I mentioned during our phone call, ********, this pattern of willful dishonesty is illegal. Specifically, the practice of having your salespeople withhold the full contract on their iPads only revealing it at the moment a signature is required, when it takes over the entire screen is a deliberate tactic designed to prevent customers from seeing the contract details before signing. This is deceptive and unacceptable.

  Business Response

  Date: 04/10/2025

  Dear Ms. ****************** you for your continued feedback. We understand and respect your concerns and appreciate the opportunity to further address them.
  We want to emphasize that transparency and integrity are extremely important to us. Our representatives are expected to provide a clear explanation of all contract terms and to ensure that customers feel fully informed before making any decisions. While we regret that your experience left you feeling misled, the agreement presented and signed electronically does clearly outline the five-year term. The format used on the tablet is consistent with industry-standard digital signing platforms, and customers receive a full copy of the signed agreement via email for their records.
  We also take claims of misrepresentation seriously. While we do not agree that there is a pattern of willful dishonesty, we have noted your concerns and they have been shared with our leadership and training teams for further review and evaluation.
  Our goal remains to support you as best we can within the framework of the agreement. Should you wish to explore potential options or need further clarification, I am available to assist. You can reach me directly at ************************.
  Thank you again for sharing your experience.
  Sincerely,
  ******* *.
  *********************************************start="1489" data-end="1492"> ***********************
  Cc: Better Business Bureau

• Initial Complaint

  Date:02/24/2025

  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.

  Hello, I changed my password on the HomePro App. I have had the same password since I purchased HomePro in 2020. When I changed the password, it logged out ALL my cameras and the *** would not alarm my house or operate garage door. I called HomePro customer service. I was advised, I needed a service call. The cost was $103.90 which I paid ASAP. The cameras are too high for me to reach. I am a senior citizen.. The visited happen on Jan 16th because of the ice/snow weather.I was not told of any additional fee for this Service call.. Out of nowhere, my alarm services (HomePro App) was cut off. I didnt understand because i paid my monthly services. I called, I was advised I owed an additional $139.00 for the Service call. I told them, I was NOT told more money would be required after paying $103.90. As a retired person, I would have NEVER agreed to paying over $240 to reconnect cameras. I would have asked one of my sons to look at the HomePro cameras.I have called HomePro many times. Three times, they hung or/and refused my request to speak with management. They told me, I knew about the additional fee of $139.00. Then a person saying he (*******) was the team lead, would listen to the original call to see if Im telling the truth. I have NOT heard back. I want my Service turned back on and I do not owe $139.00. Also credit for the time my service was turned off. Its been a nightmare. I have been a customer for almosr 5 years, The customer service is HORRIBLE. They refuses. to escalate your request. I am a senior citizen and I have no protection on home which Im paid for.

  Business Response

  Date: 02/25/2025

  ********* *******
  ****************************************************
  
  Customer#: *******
  Complaint#: ********
  
  Dear Ms. ********************* you for reaching out and sharing your concerns. After reviewing the call, we found that the agent did not communicate an hourly service rate. We sincerely apologize for this oversight. Due to this error, we will be waiving the additional $139.00 charge.
  
  Additionally, we understand the inconvenience this situation has caused and will ensure that your service is reinstated promptly. If you experience any further issues, please reach out to ******* at ************************, and we will be happy to assist you.
  
  We appreciate your long-standing relationship with HomePro and regret any frustration youve experienced. Thank you for allowing us the opportunity to make this right.
  
  Sincerely,
  ******* *.
  Customer Care Escalations Supervisor
  ***********************
  
  Cc: Better Business Bureau
  
  

  Customer Answer

  Date: 02/25/2025

  I have reviewed the business response and accept this resolution. 
  

   

  Thank you so much for resolving this situation.