Complaints

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

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  Bulldog Security Services, LLC

  14340 Torrey Chase Blvd Ste 250 Houston, TX 77014-1047

  
• 

  Bulldog Security Services, LLC

  1322 Space Park Dr Houston, TX 77058-3400

  
• 

  Bulldog Security Services

  2901 W Busch Blvd Ste 906 Tampa, FL 33618

• 

  Bulldog Security Services, LLC

  10190 Katy Fwy Ste 455 Houston, TX 77043-5258

  

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:05/21/2024

  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.

  Installed an ADT security system through this company. They seem to be based in ***** and trying to do business in ******** without adequate preparation. They charged the usual amount that ADT charges (which is not cheap) but their customer service is very poor:Their subcontracted technicians didn't show up for the first appointment, showed up 3 hours late for the second one and didn't bring all the equipment that were ordered. despite this it took them more than 3 hours, several phone calls to support service and consulting with ******* to figure out how to install stuff. They didn't show for the third appointment, showed up 3 hours late to the fourth apponintment and still were not able to install all the equipment.after several call, the company realized that they were providing poor service and ended up sending a "master technician" fro ******** he did a very good job. but later had issue with the equipment that were installed by the original installer (the subcontracted one). made several phone call to the salesperson, the manager that send the master technician with no response. called the service line twice with no answer after a hold time of 25 min each time. chatted with the company and then with *** explaining the situation but still with no follow up.I don't think this company should be allowed to do business in ******** when they don't have the basic infrastructure and support needed.

  Business Response

  Date: 06/02/2024

  ********,
  
  Thank you so much for your time last week. You were so kind and understanding, I appreciate that. As promised, I wanted to address what we discussed in writing to help further your trust in our impending resolution. I completely understand why you contacted the Better Business Bureau and though I so sincerely apologize for your experience to date, I am beyond grateful that you are willing to give us another chance.
  
  Bulldog is family owned and operated. Were the #4 ADT Dealer in the ************* and our Installation team ranks #1 for customer satisfaction. You are absolutely correct, we are headquartered in ***** with our 2nd largest market being *******. We also operate in *********, *********,************, ****, ******* and *******.  ******* is our newest city and we did try a new strategy of hiring a 3rd party Contracting firm for the fulfillment of our installations. We too were disappointed in the quality of work and service. We appreciate you recognizing our efforts to make it right by flying ******* ***** out to resolve your issues while we worked to improve our IL infrastructure. As discussed, we now have a vetted, tenured Installer 19 miles from your home that has completed his training and earned our Bulldog Certification. We are committed to providing a superior level of service, and we are so saddened your experience was under par to date. Moving forward, you can expect top-tier service with fast appointment turn-around times.
  
  I can also empathize with your frustration you encountered simply trying to find help. I will speak to both your sales *** and our Installation Manager about your lack of response. As discussed, these guys are both in the field most of the day so we recommend always contacting our dedicated customer service team @ ************ Monday-Friday 8-5pm CST. As promised, I did review our wait times as its very uncharacteristic given we pride ourselves on answering in under a minute. Our call logs show you calling in Friday, May 17th @ 10am and 11:35am CST. Unfortunately, were located in ********** and the area had a destructive complex of storms with hurricane-force winds the day prior. Luckily our employees all checked in safe but there were vast power and internet issues as a result. When phones were restored, though we did call back voicemails we neglected to reach out to our missed calls. That is the level of service our customers should expect and well make sure to include in our checklist for tech issues moving forward.
  
  Id like to transition to our agreed upon resolution so we can look forward.
  Doorbell Camera (DBC) Issues. I understand this device had battery issues and you are wanting to explore wired DBC vs. battery pack. As you had to remove the device to install a new home chime, well bring multiple DBC options so you can make an informed decision prior to the re-install.
  Thermostat Backplate. I understand our thermos did not cover the holes from the removal of your previous thermostat. Im glad you were able to purchase a backplate that you liked. We will happily remove our thermos, install your backplate, and re-install our thermos at no extra charge.
  
  Weve got you scheduled for a service June 7th @ 11am (per your request as you are out of town) with Bulldogs Installer ******. We are confident we will be able to get everything resolved in this visit so you can fully enjoy the peace of mind that comes with having a protected home.
  
  To further prove our commitment to your happiness, Ive gone ahead and issued a full reimbursement for your 2 first months of services. Your **** Gift Card will be arriving within 1-2 weeks.
  
  Thanks again for your time and for working with me. Should you need anything else, you have my direct line.
  
  Kindest Regards,
  *******

• Initial Complaint

  Date:03/08/2024

  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.

  Had a lot of issues with this company.
  -Sales Manager provided incorrect information on what security system was capable of (e.g. stated that we would have all components of alarm system in one app which was not correct; motion sensors would only detect big animals over 40 lbs.- not correct according to install tech)
  -Tech did not install outside camera in the place we requested
  -Tech did not add all cameras to created account since they were already on another account. He provided us with his phone number so I could reach him (I was out of state) and he would walk me on how to remove from one account and add to the one he created for us. Contact Sebastian twice and he never returned my call.
  -Called ADT to work on this issue and they referred me to the company/provider that installed system (Bulldog Security Services).
  -Called Bulldog Security Services and requested that a tech to return to the house for proper installation of outside camera as well as adding all cameras to ****** Home account he created. This company stated that they would contact me to let me know when tech was available. They never called back.
  -Texted the sales person "Arin *******" to let her know what was going on and she stated that she would speak with "my higher ups and get this resolved".
  -Followed up with Arin on Feb 20th to provide with any updates and she responded " I am working on it"
  -Followed up with Arin on 3/8 and she replied that her manager Jason **** stated that he had already spoken to me regarding issue (this never happened).
  - In addition to above issue, was needing to contact them to change my remaining payments but have not been able to do so because I am still awaiting for someone from this company to contact me.

  Business Response

  Date: 03/20/2024

  Hi Mr. *******,

  Thanks for being such a delight while we worked toward a
  resolution. From myself, Madeline who heads Customer Service to your Account
  Manager Arin, everyone had such high praises to sing about your kindness and
  patience throughout this process. Sincerely, thank you for that.

  As discussed, we take full responsibility for the issues
  that occurred on your account and I genuinly apologize for the lack of
  communication you experienced. I’m glad we were able to come to a resolution
  that satisfied you. By way of  formal
  response (and transparency for the BBB audience), I’ll address each of your
  concerns below prior to outlining our agreed upon resolution.

  First, I completely empathize with your frustration with
  needed two apps. We are thrilled with ADT’s partnership with ******, allowing
  homeowners to enjoy a truly smart home built on the #1 home security in the
  business, ADT Monitoring. ADT and ****** were able to merge the majority of
  functions within the single ****** Home app- where you can view your cameras, turn
  on/off smart lights, etc. The only thing you would need to go into the ADT app
  for would be to arm or disarm your system. That said, voice commands are possible
  with ****** Home so if you were near your Hub, you could simply say “Hey
  ******- arm my system” and it would follow suite. This proves convenient as a
  hands-free way to arm your home on your way out the door.

  As for your experience with Sebastian, your Installer. Every
  employee goes through heavy vetting to ensure they hold up to our high standard
  of excellence in the field. Unfortunately, though passing backgrounds with
  flying colors, it’s difficult to predict behavior when an employee decides to
  part ways. Our Technicians should certainly discuss your camera placement preferences
  and the only reason it would not be adhered to would be for security compliance.
  In addition, our Installers are not to leave the home until all devices are
  tied to your ****** account- no exceptions. Under no circumstance should this
  have been suggested to complete virtually as our intent is that you do not have
  to lift a finger. I too am disspointed in how these were both handled.
  Sebastian left Bulldog shortly after your Installation which is likely why you
  did not hear back from him after your continued outreach. I wish ex-employees
  continued to communicate customer direct outreach but in this instance, he did
  not. I’m glad you went around and looped your Account Manager Arin into the
  conversation.

  This brought us to the 2-3 week stretch where we had a
  personnel issue in the Tampa market which inhibited us from servicing or
  installing net new clients. You’re 100% correct, our team should have been transparent
  about the situation. We were quite confident we could contract out to ADT
  Corporate short-term while we restaffed in your area but unfortunately they too
  were short-staffed in that region. Unacceptable I understand but the new
  reality given the volatile workforce market we face.  To mitigate this from ever happening again, we’ve
  aligned with a 3rd party Technician firm for our services moving
  forward to ensure every market has a back-up team. Though I do apologize this
  took a few weeks to secure, we wanted to make sure the team was heavily vetted,
  aligned with our expectations on service excellence, and delivered the high
  quality work we demand of our Technicians. As soon as the ink was dry, you were
  the FIRST customer scheduled and completed.

  I’m happy that you enjoyed your experience with our larger
  team on March 13th and they were able to adjust your camera, add all
  devices to your app, and address any outstanding questions you had. You and I
  handled the billing and we got your invoices scheduled out to preferred dates
  of your choosing.

  By way of apology, we refunded your activation fee of
  $210.94 and offered to reimburse you for your first 2 months of service given
  you didn’t have everything working. Those details are in a separate note sent to
  your personal email.

  Thanks again for your patience as we worked through our
  staffing issue. I can say with conviction it won’t happen again. You now have
  our offices direct line and my direct line/email should you ever need anything
  else. You matter Mr. *******, I hope you felt that.

  Kindest Regards,
  Melissa *********

  Customer Answer

  Date: 04/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:01/07/2024

  Type:Customer Service 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.

  January 5, 2024 date of complaint.
  
  Background:
  I purchased *** security system, through Bulldog Security Services 11/2023. A technician installed my system. This technician didn’t bring all the required equipment and had to reschedule to complete the Installation. Within two weeks I had a small issue where one of the sensors fell off the front door and trigger the alarm constantly, I had to bypass the alarm due to the office being only open 9-5 Monday through Friday with no emergency services available.
  When I was able to contact I had to wait for an availability in the schedule.
  I left town for work and return in Dec to find that my battery on the system
  Went dead and not working. I contact BULLDOG SECURITY SERVICES, and again had to wait for an available appointment. Which was a Friday 12-5. The technician arrives Friday close to 5 pm and discovers that the system needs to be reworked completely but cannot do it on that date. Due to holidays I am told the first week of January. I disclosed that I leave for work (for 3 months) January 8 therefore it needs to be completed before that time.
  January 3 I hear nothing, contact Ed BULLDOG SECURITY SERVICES and ask about the appointment. The lady informs me there in nothing in my file about an appt. I let her know everything, she has no sense of urgency and tells me the only appointment available is Friday, Jan 5 12-5 pm. I tell her again that this is a rewiring job and that it has to be done that day because I leave 7 am Monday morning.
  She tells me she is sending the same technician as before. On Friday, I hear nothing until 4 pm for. The technician who is on his way. And it’s a different technician. He arrives just before 5 pm. He did the requiring and left. About two hours later I realized half of the light around my home no longer work.
  I tried calling BULLDOG sECURITY SERVICES and the technician, NOONE answers. I tried texting and sending an email. I contacted *** directly who cannot assist me stating I have to go through BULLDOG SECURITY SERVICES only. This is twice I had emergency technical needs where no one is available until Monday at 9 am. And this time, I am out of town for work for 3 months. I cannot wait three months to have someone correct an issues they caused as big as electrical work.
  I have only had this system two months and have had to clean tact them 4 times, each time, the receptionist that answers shows no sense of urgency nor listens to details. Additionally out of the two months my system has not been completely operations but 4 weeks.
  
  
  I am Reporting their service due to lack of communication, pride in their work, and availability. I have had too many issues and talent too much time that I do not have for something that never works, causing other issues around my home and Paying a hefty price for it all.
  
  I always ask to speak to a manager but only get the young lady that answers the phone.

  Business Response

  Date: 01/19/2024

  Hi
  Michelle,

  Thank you for working with me on this while on
  the road. I appreciate your time, transparency, and kindness throughout this
  process. I’m so sincerely sorry for your experience and the frustration it has
  caused you the past 2 months. As mentioned, we’re family owned and operated and
  have formulated a program around being customer-obsessed. It’s extremely
  humbling and disheartening to know we still have work to do. I am floored,
  mortified, and motivated having conducted due diligence on your BBB Complaint.
  Your voice was HEARD Michelle.

  I’ll first address your issues with our customer
  service rep. I listened to the calls and you’re right, Morgan had no sense of
  urgency and treated your conversations as a task, not SERVICE. Absolutely not
  our expectation! Particularly in your case, having had recurring issues and an
  urgent deadline this should have been escalated and had management eyes
  ensuring it was handled. By way of example, for an emergent customer issue that
  occurred yesterday, we had myself, our VP Install and the regional Install Manager
  on an internal debrief before and after the service to ensure swift resolution.
  That is of course our standard protocol so to me, the fact your account was not
  flagged for this type of micro-management is extremely concerning and serious.
  I can see install wasn’t even alerted; an appointment simply scheduled with a
  notation. This is completely unacceptable. The good news is this issue I can
  trace back to one employee- I took the time to address this directly with her
  and will personally be conducting a follow-up disciplinary review in 30 days.
  You trusted us with your home SAFETY and we failed you. I agree and will handle
  it.

  And thank you for mentioning the after-hours
  voicemail may need further instruction. For immediate technical assistance
  24/7, we instruct customers to press 1 and there’s a redirect to the main ***
  switchboard where prompts lead you to tech support. I’ll make sure the team
  adjusts the current message and adds ***’s live chat option 7am-12pmET. Thanks
  for the feedback!

  As for Install, believe it or not Bulldog is the
  #4 *** Dealer in the US with our Installers ranking #1 in customer satisfaction
  among all dealers. That said, I do see we went out to your home for multiple
  appointments. It’s unfortunate Aaron did not have a Door Lock or Doorbell
  Camera at the time of your install but I am glad we were able to come back out
  3 days later to get those devices installed and connected to your system. The
  good news is your perimeter protected was in place so hopefully you did get to
  enjoy some peace of mind for those first 3 days of service. I do understand how
  this can be disappointing so I added an agenda item to discuss inventory in my
  larger meeting with Install Management on Monday. As for service appointments,
  I’m currently seeing a back-up in our Houston market but did confirm with
  HR/Recruitment that we are actively hiring Installers in that area. We’re also
  considering having service-only Technicians to help open up availability a bit
  more for faster turnaround times. Please know in our other markets standard
  turnaround times for service is 24-72 hours. We will get this resolved in
  Houston ASAP. 

  It's unfortunate that we meet under these
  circumstances, but I appreciate what I’ve learned throughout the process. I can
  only imagine the frustration and stress your experience with us has caused. As
  promised, let me do right by you and honor your request for a penalty-free
  cancellation. Given you are not back for 3-months, I’ll waive the equipment
  removal requirements as well.

  I’ll get everything handled on my end (fees
  waived, exemptions marked, etc.) and as discussed, our Customer Service Manager
  is standing by to 3WAY you with *** to get your account cancelled on their end
  when your schedule permits. We’ll make it as easy as possible for you from here
  on out.

  Thanks again for working with me on this. Glad we
  were able to come to a resolution that satisfies you ??

  Kindest Regards,
  Melissa 

  Customer Answer

  Date: 01/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:09/20/2023

  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.

  We had a person come market ADT to us as soon as we closed on our home in early July, and then he came back a few weeks ago with some good offers. He told us about all of these”great feature and offers” that we really did like and were interested in, such as the door that would unlock for us using face recognition. Too bad that was bull. We went ahead and signed up for the services and waited for the tech to show up a few days later. He was super nice, but he informed me that the door does not unlock using face recognition, but that I would get notified that someone was at my door and I would be able to unlock it from my phone, and we would have all of these other fantastical features. Every single person at this company FAILED to mention EVER that we would not be able to get full use out of these google products because it’s only compatible with google assistant. We have iPhones and we paid good money for them. Now we’ve never even been able to utilize the automatic door locking when we arm the systems, everything has to be done manually, we were told we could arm it from anywhere and this fancy door lock would lock with arming the system. They are now dragging their feet on fixing it. I told them on the phone today I would like them to come get their stuff and cancel these services because they’ve breached their contract by not delivering on services and they want us to pay 75% of the contract off and told us we should have cancelled within 3 days for signing. We spent that 3 days waiting for them to respond to us. They lied and manipulated to get us to sign up and they are now telling us we’re stuck with them or we have to pay anyways. This company uses deceitful practices and rely on trapping people in contracts. We’re very very dissatisfied.

  Business Response

  Date: 09/20/2023

  The customer entered
  into a contract with the following company who handled the sale and
  installation of the system.

  BULLDOG SECURITY SERVICES LLC
  

  ***** ****** ** *** ****
  ******* *** **********
  ***** ********

  Please transfer to
  the correct company.

  Business Response

  Date: 09/28/2023

  Ms. Mirina Kellogg,

  My name is Melissa
  and I’m Bulldog’s Corporate Director. I’m so sorry to hear of the frustrations
  caused with your experience. I dug-in the past 2 days and have personally
  reached out directly to the Account Holder, Darrell *****, to resolve. I hope
  to connect live with him tomorrow to chart our path forward. That said, I of
  course did want to respond to your BBB Complaint so that you and the BBB
  Community had transparency into our approach.
  

  I do see Darrell upgraded
  his agreement to Google Video and Home package at the time of Install (7/31)-
  great choice! We were very excited with the ADT/Google partnership when it was announced.
  That said, I understand there was some confusion around face recognition and Google
  Assistant. I wish y’all would have contacted us sooner with your concerns but I’m
  glad our Quality Assurance team proactively reached out and uncovered your issues on 8/14. We
  appreciate you agreeing to a service to give us the opportunity to make it
  right.  By way of transparency,
  below is a recap of what was addressed on-site 8/21 with Installer Michael
  *****.

  Doorbell Chime and Delayed Alerts. Michael discovered that your home doesn’t have a wired doorbell, so it’s not capable of chiming inside the home. Unfortunately, the Google doorbell does not have chime capabilities and to work, uses the home’s existing wiring. Rather than swap for a RING Doorbell, Darrell chose to resolve via a FREE Google Nest Mini that offers verbal announcements when guests arrive at your door (via Google Assistant). 

  Face Recognition. Darrell received a 36-month subscription to Nest Aware with his Video & Home package. With Nest Aware, you absolutely can use familiar face detection to teach your Google Nest Camera to recognize faces of people that you know and notify you when it detects people it doesn’t recognize. You can manage your familiar faces library in your Google Home app, like change a person’s name of delete a face profile. It’s a very cutting-edge feature! Please note Face Recognition is in reference to your Google Doorbell. Doorlocks do not have a camera function. That said, you can give voice commands to your Google Nest Mini to control your Door Lock or manage it virtually from your app. For example, using your Nest Mini you can say, “Hey Google, Lock the front door” or “Hey Google, arm my ADT alarm.” The apps are accessible on all iPhone and Android devices.

  Google Assistant. I do apologize if it wasn’t clear that your package did not include a Google Home device for Google voice. Again, we resolved this complaint via providing you a complimentary Nest Mini.

  I’ve attached a
  copy of Darrell’s executed agreement which shows a Nest Aware subscription and
  does not list a Google Home device on the Equipment Included summary. Please see Exhibit A: Darrell ***** ADT
  Agreement. 

  Nest Aware Subscription. On Page 4, Section 4: Service to be Provided. Please see “Nest Aware Plus for Video Packages” Under “Optional Monitored or Elextrical Services”.

  Google Assistant. Please see Page 4, Section 5: Equipment to be Installed. The expectation was not set that there would be a Google Assistant Home device included in the package.

  I do see a disconnect
  between my due diligence and the complaint. As the account is far outside the
  cancel window, there will be early-termination fees applied. I hope that isn’t necessary
  as I see a simple solution we can make happen ASAP. I’m recommending a
  complimentary deep-dive educational training session with one of our Google
  Installers to further educate you on your system and how to maximize your
  Google devices and subscriptions. I will make sure someone helps you and
  Darrell download the needed app, sign in, set-it up and show you all the ways
  to virtually control your entire system.  I’ll also make sure they focus on Google
  Assistant and go over the voice commands that will help make your ADT/Google experience
  more convenient.

  I do acknowledge
  that you felt frustration within your first 2 months of service with us. By way
  of proving my commitment to customer excellence, I’ll gladly reimburse you for
  your first 2 months of monitoring service via a Visa Gift Card. I’ve submitted
  the rebate request and the gift card should be processed tomorrow (8/29) and
  arrive to your home within 1-2 weeks.  

  I hope this helped
  to clarify any misunderstandings. I look forward to scheduling this training
  session so y’all can enjoy the peace of mind a secured, connected home brings.

  Kindest Regards, Melissa *********

• Initial Complaint

  Date:09/20/2023

  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.

  El día 20 de mayo del 2023 una agente de ventas se comunico con migo por medio de recomendación del el agente que me vendió mi casa eya me dijo que serian 160 dolares de instalación y 67 dolares mensuales yo acepté y al día siguiente enviaron a un técnico para la instalación pero no pudo aser nada por que no abia Internet en mi casa apenas tenían 4 días que me la abian entregado así que se fue y regreso al 3 día yo estaba trabajando y le pedí a mi esposo que lo recibiera yo pensando que solo iva a instalar solo para que alguien esté en casa pues el tipo llego y empezó a instalar mil cosas que yo no abia ablado inicial mente y al final solo le dijo a mi esposo firme aki mi esposo le preguntó que de que era el le dijo es para ver si califica para una promoción y ver si el equipo puede ser financiado o ok firma y el le dice o no no fuiste aprobado tendrías que dar 3 pagos de 400 dolares y mi esposo le dijo ok me marco en ese momento pero yo no pude contestar trabajo en cocina y el pago los primeros 400 dolares que este técnico le solicito cuando llego a casa y me cuenta yo me comunique con la agente que me avía vendido inicialmente eya me dice o eso no esta bien el estaba tratando de aser su venta pero no lo tubo que aser así able por dos semanas seguidas para tratar de cancelar y nada al final la persona que me vendió la casa tuvo que ablar con un manager y decirles que. Si no asían algo ya no les iva a recomendar
  a nadie me solucionaron no cobrar los 800 dólares restantes y no podía cancelar o tenia que pagar 2600 dólares así que me quede con el equipo pero no funciona anoche mi hija de 3 años se despertó por la noche estaba gritando en la puerta de la entrada y la alarma niciquiera me aviso que se abia abierto la puerta estoy desesperada pague muchísimo y sigo pagando por algo que no me funciona y no quiero.

  Business Response

  Date: 10/03/2023

  Ms. Gloria,

  I hope this message finds you well. We are so sorry for the
  frustration you’ve experienced to date and would welcome the opportunity to
  connect to resolve this complaint. Madeline ********, our Customer Service
  Manager, spoke to you via phone on 9/27 and you committed to speaking with
  primary account holder Roberto and have him call in to schedule a service. Madeline
  has left him multiple messages since with no return. Please call 832.585.0725,
  select Customer Service, and ask for the Manager Madeline.
  As this is a Better Business Bureau complaint, I would like
  to take this opportunity to provide a formal response to your complaint.

  Exhibit A, (Roberto **** ADT Agreement) references the
  executed agreement between Bulldog and Roberto. Section 3: Method of Billing states
  (pg. 2), “Upon acceptable of installation, I have paid the amount of $199”.
  This agreed upon fee is for the ADT Monitoring account’s activation. Section 2:
  Customer Information (pg. 1) and Section 4: Services to be Provided (pg. 3) state
  the monthly monitoring rate/monthly service charge to be $67.99 for the
  selected Google Video & Home Automation package.

  The installation was originally scheduled for May 22nd but our Installer noted that there was no electricity or power in the home
  which is required for install. Therefore, the installation had to be
  rescheduled and was moved to May 24th.  It is unfortunate that both spouses could not
  be present as our Install team conduct a full in-home risk assessment and
  education session so homeowners can make an informed decision on any additional
  features/functionality they want added to their overall system. The original package
  at point of sale included 1 keypad, 1 keyfob, 1 motion, 7 window/door sensors,
  1 Google Doorbell Camera and 1 Automated Door Lock. At the time of install,
  Roberto elected to purchase the following additional equipment.

  *1 Keyfob- 2nd keyfob so you could both carry one
  *1 Glassbreak (FREE)- The sensors included in your package detect windows and doors opening and closing. A Glassbreak extends this protection to trigger with the detection of glass breakage which is common in home intrusions. These are great because a single Glassbreak can cover multiple entry points at once; most effective on large cluster of windows for maximum coverage.
  *5 Shocks- Shock upgrades are common on 1st floor windows and highly recommended for windows with minimal to no shrubbery (so has easy access). These detect both open/close motion as well as glass breakage.
  *2 Smoke Communicator- We always encourage life safety devices. Most DIY smokes rely on you or your neighbors calling for help. Tying smokes into your ADT Monitored system ensures that help will be on the way the moment a temperature rise is detected.

  Exhibit B, (Roberto **** Upsale Equipment) references the
  executed agreement between Bulldog and the ADT Monitoring account’s primary
  account holder, Roberto. At the time of installation, Robert elected to make a
  secondary purchase of the above equipment; totaling $1,262.19. Roberto elected
  to spread this over 3 payments of $420.73. We certainly do prefer to have both
  spouses on-site for the installation and we agree it is unfortunate that you
  (Gloria) were not involved in that decision to authorize that charge. You
  alerted our customer care team of this concern on May 25th. On May 26th,
  your Installer contacted Roberto who stated he understood he was purchasing
  additional equipment. Still, we respected that you wanted to cancel the
  agreement he signed and on June 1st, you spoke directly with DFW
  Regional Installation Manager Jason **** regarding your concerns. I spoke to
  Jason- he mentioned y’all had a great conversation and agreed to a resolution
  where y’all keep all the equipment purchased for one single payment of $420.73.
  As promised, on June 1st we kept our commitment and wrote-off the remaining
  balance of your agreement of $841.46. As this was one of your requested
  resolutions to this BBB Complaint, I want to be clear that this was handled on
  June 1st.

  After that conversation, on June 6th, our team
  was welcomed back into your home as it now had WIFI to connect your Google
  Doorbell to the larger system. Our Installer notated everything was working
  fine upon his departure. That said, we understand things happen. We’re
  committed to customer excellence and we’ll continue to prove that to you. We
  received a call in July about your sensor issues and resolved on-site within 48
  hours.

  You mentioned in your complaint that your equipment doesn’t
  work. Often times with door/window sensor errors, it’s either the adhesive, incompatible
  device location, or resolved with a simple educational session on system
  settings, notifications and sensitivity. Thank you for agreeing to scheduling
  an on-site with one of our Installers to evaluate. If it’s adhesive- we’ll
  upgrade to a stronger bonding solution. If it’s location and perhaps something
  is bumping into it, we can make real-time recommendations on a solution (swap
  device or change locations). And if it’s a settings/notification issue, we can
  spend as much time as you need reviewing the training materials to ensure an
  enjoyable experience moving forward.  We’re
  family-owned and operated and certainly don’t want to be the reason to keep your
  child up at night or cause you any frustration. I do encourage you to contact
  our offices so we may resolve the outstanding issue of sensors.

  Thanks for bringing this to our attention. We look forward
  to hearing from you!

  
  Kindest Regards,
  Melissa *********

• Initial Complaint

  Date:08/27/2023

  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 was sold ADT security by an employee of Bulldog Security.
  I informed the representative Patrick ****** that I had a contract for alarm services through my **** The salesman called his manager (on speakerphone which he was unaware of) and informed him of my situation and the manager verbally stated that he would give 3 months of free service to while I attempted to get out of the contract with my **** The manager stated that if I couldn't get out of the contract that they would assist with getting it switched over or cancel the contract. I have called and left several messages and have not been contacted regarding this matter. The equipment that I signed up for still has not been installed (nest thermostat) which was the main option that I stated that I needed. I can not use the lock that they installed because as of now I owe ADT for services that I cannot use or do I need. I am a 100% disabled veteran and I am on a fixed income. I can not afford to pay a second alarm service due to deceptive business practices. PLEASE HELP ME. My thermostat was broken when the tech attempted to remove it and has not worked properly since. My home is currently unmonitored.

  Business Response

  Date: 09/09/2023

  Mr. ****
  
  Thank you for your service! I come from a long line of veterans,
  so I empathize with your situation. I assure you Bulldog’s intent is to do
  right by you as a customer and a serviceman.
  
  First, let me sincerely apologize for the frustrations you’ve
  experienced. There seems to have been miscommunication at point of sale and a
  bit of human error on the side of the back-end account notations that led us
  here today. I take full responsibility for that and commit to addressing
  internally. Your feedback will impact change sir. By way of transparency, I’d
  like to address each of your concerns and then lead us to a resolution in-line with
  what you’ve requested.  
  
  I do see you selected the Nest Thermostat as the complimentary
  automation device included in your original work order. Great choice! I’m so
  sorry it turned out to be non-compatible with your HVAC system. The issue on
  our side is the Installer neglected to notate properly and our corporate office
  did not know that we owed you an alternative automation device. Of course had
  we known, we would have proactively reached out to resolve. It is extremely unfortunate
  that you had to reach out to us. I’m glad we were able to come to a agreement to
  swap the thermos for a Door Lock. We do put a heavy emphasis on notation across
  all departments and can attest that was human error. We do have existing processes
  in place to prevent this, but I’ll revisit it for gaps. Bulldog’s Installation
  team actually ranks #1 in customer satisfaction among all ADT Authorized
  Dealers and we hope we get the opportunity for a second chance one day to prove
  that to you.
  
  You referenced that you were not currently being monitored. ADT
  shut your service off for Non-Payment in June 2023 after 4 missed monthly
  payments. Your account has already been cancelled. On June 21, our Collections
  team reached out to discuss your early termination fees and that’s when we
  learned of your promised 3-month rebate and your secondary agreement. First, I
  apologize if there was a miscommunication on the procedure for the rebate for
  your 1st 3-months of monitoring. Rebates are sent in the form of a
  physical **** **** ***** roughly 2-3 weeks post-install. I can certainly
  understand why the delay in receipt frustrated you! Given there was no
  reference to the rebate approval on your account or in your paperwork, the team
  followed protocol and pursued cancellation penalties via our Collections team. As
  for your secondary agreement, though I’ve been unable to confirm these
  conversations on my end, I will take you at your word. The last thing we want
  is to put a homeowner out and if you say our rep told you that, I’ll honor
  their promise to absolve the agreement. Bulldog is family owned and operated, we’re
  sincerely just happy you have home protection.
  
  I am saddened that your experience wasn’t escalated to me
  sooner but I am appreciative that it has now. I’m open to working with you to
  put this behind us. At this point, your account has been cancelled for
  Non-Payment and is scheduled to be sent to a Collections Agency next week. I’ve
  removed your account from Collections, waived your $1,544 in cancellation fees,
  and will agree to remove the equipment at no charge (an additional $50+
  savings). From there, you will be responsible for re-establishing your previous
  HVAC services.
  
  Thank you for the opportunity to resolve this matter with
  you. Should you need anything else, you can contact me directly  m*********@bdsnation.com.
  
  Kindest Regards,
  Melissa *********
  Corporate Administrative Director
  

• Initial Complaint

  Date:08/18/2023

  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.

  Bulldog Security offered their services to us we decided to opt in for the Google diamond service which comes with an alarm panel, six sensors, a key fob, and the option for a door lock or a google nest. The first technician that came out was very rude to me and I ended up not getting anything installed. I called the sales rep who talked to his regional manager they apologized and seemed very nice. I rescheduled for another technician to come out and set up our system. The second technician called me the day he was suppose to come out and told me he wasnt feeling well and asked to reschedule. I told him yes we rescheduled for the next saturday then hung up. He calls back the same day and asks me if i can tell the sales rep that we had something come up so he wouldnt get in trouble which i felt was weird. After that conversation he showed up to my house about 30 minutes later saying they made him come out. He came in set up our panel, and sensors, and we recieved our key fobs but did not receive our door lock. He said that he would come back to install the door lock. We then heard nothing for a week I called the technician and left a voice mail the technician never called me back. Another Bulldog service worker called and said he would come and make sure the system was set up correctly and he never showed up or answered my phone calls. I asked the sales rep to downgrade our plan since we never recieved our doorlock and recieved no type of communication. He said he will tell his manager. Another week passed we heard from no one. I called Bulldog Services today and they told me they can not downgrade my plan but they can send someone else out to put in my doorlock, I told her the situation and that I do not feel comfortable with another technician coming out it's now been a month I just want my plan downgraded. The communication with this company has been horrible and I tried to be understanding and patient but I feel that it is now a ripoff.

  Business Response

  Date: 08/25/2023

  Hi Brianna!

  Thanks again for working
  with me towards a resolution. It was such a pleasure to meet you, though I wish
  it had been under better circumstances. I sincerely appreciated your kindness, honesty
  and transparency throughout our conversation. I’d like to re-address some of
  your concerns and outline our commitments for you and the BBB Community.
  

  1. Installation Experience (Personnel)- This is extremely surprising as our Installation program ranks #1 in customer satisfaction among dealers. I’ve already spoken to the Installation VP about your original Installer’s sales tactics and the awkward position our second Installer put you in. I appreciate you sharing your feedback as it allows us the opportunity to address swiftly and directly with those individuals.

  2. Communication. I was thrilled to hear you enjoyed your experience with your sales rep, Dakota. I’ve let her know you thought she was wonderful. That said, you had reached out to her and Installer you met for assistance and I’m disappointed they not only answered, but did not alert corporate to jump in. As mentioned, we have a dedicated team of customer service specialists standing by Mon-Fri 8am-5pm to assist with whatever you may need. Moving forward, please call them at 832.585.0725. You also now have my direct contact information and are more than welcome to reach out to me as well. Had you contacted us directly, this would have been resolved same day.

  We’re
  happy to accommodate your request to remove the automation device (DoorLock)
  and downgrade your account. I’m so glad we were able to come to a simple resolution!
  Below is a recap of what we agreed to:

  * Downgrade to Advanced package @ $50.99/month; removing door lock from agreement.
  * OPEN OFFER. Keep automation package but decrease monthly from $68.99 to $60.99, install your promised Door Lock and get a Nest Thermostat FREE. Please note ADT only gives us 90 days for rate adjustments so this ability expires 10/26/23.

  The
  downgraded agreement has been sent to you for signature. As promised, once
  signed I’ll backdate so I can begin the process of reimbursement for the
  difference in your monthly monitoring paid to date. Thanks
  again for sharing your feedback. You have my word
  your efforts will impact change. It was such a pleasure to meet you, I wish
  you all the best in your new home. I sincerely hope you enjoy the newfound peace of mind a protected
  home can bring.

  Kindest
  Regards,
  Melissa
  *********

  Customer Answer

  Date: 09/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:07/27/2023

  Type:Customer Service 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.

  On 5/24 ADT installed a security system in my new house. 5/25 let ADT know agent damaged my house, security system is useless, not working properly, I can’t keep it. The outline was:
  1-I was not given a contract to sign.
  2-door bell isn’t working,
  3-don’t know when someone is at the door, 4-doesn’t have video of the area as promised.
  5-Damage the wall in 2 spots.
  
  On 5/25,I sent several texts to Mercedes and Brienne who coordinated the installation.
  I spoke to Bishkek, Maxine, and Kayla
  
  The ADT employee, Kayla, told me it was an authorized agent therefore they can’t do anything. The money was withdrawn by ADT. Monthly payment in advance: $67.00.
  I kept on asking to speak to a supervisor or a manager, I was told, they will cal me.
  Then I spoke to Zachary *****, Regional Installation Manger. He told me, the agent is the best agent he has ever known, although I told him, the system isn’t functioning; “ I will choose him over any other to work for me and the damages you can go to Home Depot to get some fixture to place over the holds.” These are his words. I reinforced that I don’t want the service. ***** says:” I can take decision”.
  On 5/27, I sent an email to zzADT, it was undeliverable.
  On 5/29, I sent an email to Jim *******. It was sent but no response.
  On 5/30, I received a call from ADT corporate, I was told, I made it clear that I want my house to be repaired and pick up their equipment. I never heard from them anymore, now I am receiving billls.

  Business Response

  Date: 08/08/2023

  Hi Mr.Pierre *******, my name is Melissa and I’m
  Bulldog’s Corporate Director. I’m so sorry we meet under these circumstances. Before
  I address each bullet, it’s extremely important we distinguish ADT Corporate
  from Bulldog, ADT’s 3rd largest ADT Authorized Dealer in the United
  States. I          have verified that Bishek,
  Maxine or Kayla are not Bulldog employees, but you in fact called ADT directly.
  I’m not sure what you are referencing as “ZZZCancel” so cannot speak to that
  ADT Corporate email address. Completely understand that it can be confusing to
  distinguish the two entities and it happens all the time.
  
  Your agreement is with us as Brienne ****, your
  sales representative, is a Bulldog Security employee. We work together with ADT
  Corporate to extend their ADT Monitoring services to the local communities we
  serve. This allows them to expand their footprint and protect more families. Therefore,
  I cannot speak to commitments discussed with ADT Corporate staff. That said,
  you had also contacted Brienne directly on May 26th and expressed
  concern with the holes in your home and by June 2nd, we had put you
  in touch with Zachary ******, our Regional Installation Director for Florida.
  
  According to Zach and our account notations, ya’ll
  spoke directly on June 2nd. Zach agreed that the trash that was left
  behind was unacceptable, and he met with your Installer Ruben ***** (a new
  hire) directly to personally address that issue. Zach affirmed with you it
  would be the first and last time that happened with that Technician and he
  meant it.  As for the damage, Zach
  reviewed your photos with you and acknowledged that Ruben removed the hardwired
  keypad and a hardwired motion that were previously in the home since they were not
  useable and unfortunately, removing previously installed devices does leave holes
  behind. This would have been mitigated by simply asking if you’d like for them
  to be removed, but as Ruben is no longer employed here, I am unable to confirm
  if that courtesy conversation took place. Regardless, as referenced on page 5,
  Section 5C of your executed agreement (attached) “Limitation of Liability” reads,
  
  UNDER NO CIRCUMSTANCES WILL I ATTEMPT TO HOLD DEALER LIABLE
  FOR ANY CONSEQUENTIAL OR INCIDENTAL DAMAGES, INCLUDING WITHOUT LIMITATION,
  DAMAGES FOR PERSONAL INJURY OR DAMAGES TO PROPERTY.
  
  Your bullets 2-5 reference issues with your
  Doorbell. Zach insisted in your June 2nd conversation that we be
  allowed to come onsite to resolve. This is actually a pretty common issue
  within the first few weeks of installation as our equipment working within the
  compatibility of your home. All homes are different. 99% of the time, Doorbell
  issues are either stemmed from power or connectivity issues. Luckily, we plan
  for that and have workarounds for both to ensure maximum protection when faced
  with limited bandwidth or power to our devices. We were advised in that
  conversation that you would call when ready to schedule the resolution visit
  but we never heard from you again. Instead, you contacted ADT Corporate, which
  I confirmed with our ADT dealer team, requesting to cancel without penalty.
  
  We never wanted to drag this our Mr. *******. The
  Director of our entire Florida operations apologized directly to you and you accepted
  that apology and agreed to a service. I’m surprised and saddened that we find
  ourselves here months later. Since receiving your BBB Complaint, our Customer
  Service Manager Madeline ******** has been trying to get ahold of you to
  resolve with no success or acknowledgement. We’ve been trying to reach you to
  resolve this. Help us help you.
  
  Technically, you originally called in within
  your 3-day cancel window which qualifies you for a penalty-free cancellation. We’re
  willing to backdate your cancellation to honor that so you can avoid the
  penalty fees that brought us here today. We’re doing everything we can to help
  you. Please help us do that by returning Madeline’s call @ 832.585.0725 and
  follow the prompts for Customer Service. Simply ask to speak with Maddy and you’ll
  be transferred to her desk and able to put this behind you. All that remains will
  be scheduling your equipment removal.
  
  To avoid further surprises, please note are not
  contractors so you will have holes after we remove our devices. Please be sure
  to plan accordingly.
  
  Kindest Regards,
  Melissa *********

• Initial Complaint

  Date:01/03/2023

  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.

  ADT customer since 2019.March 2022 cameras were installed. It was a tedious task to get this completed, The cameras were never fully online. We had WIFI extenders put into the 1200 sq. ft. home and the cameras were still not online. Numerous chats, phone calls and emails to file complaints and no responses received. ADT finally contacted me in October after tryin got move my services to new home. They wanted to charge me thousands of dollars to cancel my services- but I wan not canceling I was simply moving. The escalated complaint was addressed by phone. I was in a 6 month cancellation period which was never explained to me. I tried to exercise this right as advised by N. ******** (ADT). She had me on a conference call which ultimately ended with ADT needing to come out one more time to get this resolved. At this time I was moving and N.******** told me not to say anything about the move and to just schedule the technician. She would get this appointment moved up locally. This did not happen. I was billed for the appointment but then later this was waived. I was also advised my N. ******** to leave the cameras at the old house as they would install Google cameras at the new house since those cameras were never truly working. I al still being billed for these cameras that were not online. ADT can see that they were not online. I simply want working cameras in my home and paying for cameras that ADT could not get working is not right especially after being promised by N. ******** and her GM that this would be corrected and Google cameras would be installed. What was promised was to have the remaining charges waived and new cameras installed at the new house. I want someone higher up to review the phone calls.

  Business Response

  Date: 01/06/2023

  Teresa,
  
  My name is Melissa and I’m Bulldog’s Corporate Director. I’m
  so sorry for the frustration your service transfer has caused you. Your
  situation was a bit unique and I’m glad ADT Corporate forwarded this Complaint
  to us as it offers us the opportunity to jump in and help navigate the world of
  ADT Corporate and ADT Authorized Dealers. Though we both offer ADT Monitoring
  Services, we are two separate entities.  Your
  complaint outlined an experience you had with ADT Corporate as your issue was
  rooted in the contract you had with them at your previous address. Upon due
  diligence into this complaint, I understand the original plan was to transfer
  your services through corporate. Somewhere between that conversation and your
  move-in, you met our sales representative Richard and your Installation at your
  new home was contracted through Bulldog Security, the #3 ADT Authorized Dealer
  in the U.S. We installed your ADT/Google system on Nov 5, 2022.
  
  We had received an email from you 11/18 asking for help for
  being billed at both locations and for a resolution on your cameras. When you
  spoke to Morgan about this email on 11/21, your update was that your issue was
  with ADT Corporate and you were working with them directly on a resolution. We
  were so sorry to hear, well over a month later, the issue had not been
  resolved. When we (Bulldog) received your BBB Complaint, we took action. Our
  Houston Customer Specialist, Morgan, began her outreach on Jan 4 and was able
  to connect with you today, Jan 6. We were so happy to hear that ADT Corporate
  was able to get your account cancelled and you have a refund on the way. I was
  also informed you and Morgan scheduled a service with one of our Installers for
  next Tuesday (1/10) as you are experiencing issues with the cameras installed
  at your new home. Our Installation team ranks #1 in Technicians across all ADT
  Authorized Dealers so I say with confidence your issues should all be behind
  you early next week. I look forward to the day you can sit back, relax, and
  enjoy the peace of mind a security system brings. Happy we could help you get
  across the finish line. Should you ever need anything in the future, whether
  with us or ADT Corporate, our team is standing by to help Mon-Fri 8-5pm at 832.585.0725.
  
  Warmest Regards,
  Melissa

• Initial Complaint

  Date:01/01/2023

  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.

  Please find attached additional documents and details for this case.
  Date of transaction: 12/1/2022 (Thursday)
  Fees paid: $215.42
  Business committed to offering: Door/Window sensors; Key fob, Yard sign, Window Decals, doorbell camera/outdoor camera; and indicated the other equipment was negotiable via the technician who set up your system and certain equipment (camera, keyboard camera) would be priced around $200.00 or lower however very reasonable.
  Nature of dispute: I requested Bulldog security services to discontinue my security service and a refund of the monies paid. Please see the details of the case attached in the word document. My husband and I informed the salesman (Richard *****) and his manager (Jordan *****) that we had a security system in our previous home, and need to have all the security equipment including window/door sensors, keypad, outdoor/indoor cameras, the motion detector in order to feel safe and secured, and would not pay for a system that did not have it, but needed the equipment not provided free to be reasonably priced and affordable, since we already have all the equipment from Vivint (another security system) and did not need to purchase as we could just go to them.
  The business refused to resolve the problem and indicated that I would need to buy the contract out.

  Business Response

  Date: 01/12/2023

  Ms. *******,
  
  My name is Melissa and I’m Bulldog’s Corporate
  Administrative Director. Thank you for working with us this week to resolve your
  complaint. We are so sorry for the frustration this has caused you. Ultimately,
  we’re in the business of protecting people. As the #3 ADT Authorized Dealer,
  our job is to help keep our neighborhoods safe. We appreciate you considering ADT
  Monitoring service, as opposed to your current provider Vivint, but completely
  understand that you were locked in a contract with them. Upon conducting due
  diligence, I do see you were communicative about your concerns of being in an
  agreement with another provider. I do believe much of the confusion on our end
  was that the ADT Monitoring agreement was signed and executed, prior to confirmation
  that Vivint could be cancelled. I understand that your sales rep led you to
  believe we would have control over another company’s cancellation policy which we
  unfortunately, do not. It’s because of this misunderstanding that we’ve made an
  exception for you to cancel outside of term with no penalty. In the future, I’d
  recommend not entering into a new agreement and installing new equipment until
  after you’ve confirmed you are able to cancel your account with your current
  provider.
  
  I understand from Madeline Johnston, our Customer Service
  Manager, that she was able to cancel your account on our end and with ADT, refunded
  your activation fee of $215.42 and scheduled you for a system removal on January
  16th. She mentioned you were extremely pleasant throughout the process,
  and I wanted to make sure we thanked you for that. I understand these
  situations can be frustrating and it speaks volumes of your character to exude
  kindness. You are appreciated!
  
  I know you didn’t move forward with ADT but sincerely, we’re
  just happy your new home is protected. We hope you enjoy the newfound peace of
  mind a home security system brings. Should you ever need anything else, our support
  staff is standing by Mon-Fri 8am-5pm to assist at 832.585.0725.
  
  Kindest,
  Melissa Wilkinson

  Customer Answer

  Date: 02/08/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  
  
   Hello,
  Thanks, BBB for interceding as I could not resolve the issue on my own. Please note that an individual from ADP did contact me and explained I would be refunded. I wanted to inform you that to date, I have not received a refund of any kind. They did come to my house and pick up the equipment but have not provided a refund.  I appreciate your help with this matter. 
  
  Thank you. 
  Kind regards,
  Tunecca *******
  

  
  

  
  

  Business Response

  Date: 02/09/2023

  Ms. *******,

  Thank you for reaching out. We kept our word and cancelled your account without penalty, removed your equipment waiving all fees on Jan 16th, and refunded your Activation fee of $199 (+tax) on January 10th. The total refunded was $215.42. I've attached TWO proof points showing that we did refund the transaction and the funds were put back on your Visa ending in 0452. 

  1. Proof Point 1- This is a screenshot from our internal transaction platform/CRM showing the $215.42 transaction as refunded.

  2. Proof Point 2- This is a screenshot from NMI, our merchant payments and transaction platform. This too shows the refund was started the morning of Jnuary 10th and settled later that afternoon.

  I recommend going back through your January statements and/or calling your Visa card for verification. 

   

  Better Business Bureau- We are confident this complaint has been resolved to the customer's satisfaction. 

   

  Kindest Regards,

  Melissa