Complaints

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

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  BP Alarm, LLC

  2040 E Murray Holladay Rd Ste 117 Salt Lake City, UT 84117

• 

  BP Alarm, LLC

  2040 E Murray Holladay Rd # 117 Salt Lake City, UT 84117

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

• Initial Complaint

  Date:11/09/2025

  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 notified BP Alarm in writing on 8/14/25 to discontinue my service as I was moving out-of-state and wouldn't need their service. I received a bill in September 2025 stating that I owed them for another year through July 2026, even though I didn't have the equipment or the service in the area I moved. The contract states after the initial 24 month agreement is fulfilled it automatically runs on a year to year term rather than a month to month term. I sold my house in August which was one month after the year to year term ran out. When I initially purchased the service I changed the term from 60 months to 24 months and explained that I would be moving in a couple years and agreed to a charge of $35/mo instead of the $40/mo quoted in the contract. I paid BP Alarm for 3 years which is an additional year than I expected. I previously had ADT Security so all the basic equipment was already installed. I closed the bank account that they were automatically taking money out of and will not pay for something that I don't have access too.

  Business Response

  Date: 11/12/2025

  Dear *******,

  You adaquately described the dispute. You are in a one year auto-renewal as per the pricing and duration structure of the contract you signed. We understand that you no longer wish to fullfil the contract, however we are unable to alter the contract that was signed by you. We have received your letter of cancellation and your agreement is set up to automatically terminate at the end of your contractual obligation with your last payment installment being in July of 2026.

• Initial Complaint

  Date:07/27/2025

  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.

  To whom it may concern, I have been having issues with BP alarms services for a while now. My front door camera stopped working back in September 2024, and that's the last clip I have. I reached out to customer service today and was told that tech support is not included in my contract. I've tried to make contact and fix it by emailing them, but they don't respond. Now, I'm trying to cancel, and customer service said I'm under contract, so I have to pay for a service they are not providing. It's frustrating that I'm paying for a camera that hasn't worked for almost a year. I'm asking them to remove the camera, or to fix it, but they're refusing, and saying I have to pay $2000. I want a consistent working camera, I have a family, and it is important to know our safety is a priority and not just a payment. If this issue cannot be resolved Id like to be released from my contract.

  Business Response

  Date: 11/12/2025

  Dear *****,

  As explained in the call on site tech service is not included in your monitoring agreement. There were multiple options offered to you to have a tech agent dispatched to your home, or to have free tech support troubleshooting over the phone. You declined all of these options. We are still available to help you troubleshoot remotely, or can have a tech dispatched if you prefer that route. Please call us back at your earliest opportunity so that we can continue to assist.

  "explained that while the equipment is part of the contract, tech service is not included, and she offered to help troubleshoot over the phone or arrange a technician visit, though ***** declined both options. The conversation concluded with ******** agreeing to email ***** the cancellation letter information."

• Initial Complaint

  Date:04/07/2025

  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.

  Dear Better Business Bureau,I am submitting this complaint regarding VP Alarm, a company that has been charging me monthly for an alarm system that has not been functioning since September 2023.On August 6, 2024, I contacted VP Alarm to report that my system had stopped working from a sensor noise that alerted me. I was promised follow-up communication via email, but I never received any. Each time I called after that, I was told a manager would call me backyet no one ever did. After persistent attempts, I finally reached a manager named ***** *****, whose response was dismissive, rude, and unprofessional.When I asked ***** when VP Alarm had taken over my account, he stated it was in September 2023. That means for over years, my alarm system has been non-operationalyet I have been charged monthly without interruption. I was never notified in writing, by phone, or by ******** make matters worse, the alarm system continued to appear as if it were functioningarming and disarming as usualwhich led me to believe it was still active and protecting my home. Only upon reaching out to the company did I discover it had not been working all along.I requested a refund for the charges billed since the system stopped working, but ***** ***** told me it was too bad that I hadnt noticed the problem earlier, and he refused to issue any refund. I find this unacceptable and deceptive.I am seeking:A full refund of all charges from September 2023 to present An acknowledgment of the companys failure to notify me about the systems status A resolution to ensure this does not happen to other customers Thank you for your attention to this matter.Sincerely,******* ***** ************ ***********************

  Business Response

  Date: 04/08/2025

  Good Afternoon,

  We have advised this client of her options available and have offered to send a techncian free of charge to fix her current system issues. In addition we offered her a credit of 2 months of service, as her initially signed contract states that it is the clients responsibility to frequently test the system for malfunctions. We cannot speak to the status of the system prior to our purchase of her system in August 2023. In August 2023 when we purchased the account a letter was mailed advising the client that her system needed upgraded. The client has been advised what the terms of her contract were and at this time BP Alarm has not breeched any terms of the purchased agreement that the client signed.

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23156652
  
  I am rejecting this response, as it fails to address the core issues I have raised. At this point, I am formally demanding the complete termination of my contract, along with a full refund for the months I was charged despite not having a working system or an active contract. Additionally, I expect reimbursement for the panic alarm fee, which was incurred due to your technicians failure to place the system in test mode during service. This situation has been unacceptable, and I expect resolution without further delay.
  
  Timeline of Events BP Alarm System Issue

  
  August 2024
  Initial contact made with BP Alarm to report an error message on the system when it attempted to alarm.
  No response received.
  November 15, 2024
  Follow-up email sent.
  Response received advising to contact their technicianthis was directed to Bri, who also handles scheduling and questions.
  No repair completed at this time.
  March 20, 2025
  System finally repaired by technician *****.
  A new chip was required due to the companys acquisition of *****
  However, original **** contract (dated 12/20/2019) was for 36 months and expired in December 2022.
  No new contract was ever signed with BP Alarm post-acquisition.
  September 2023 March 2025
  Monthly charges of $50 continued despite no active contract and a non-functioning system.
  Client was unaware of these unauthorized charges.
  Charges were made for a service that was inactive and not supported by a valid agreement.
  
  
  March 20, 2025 3:15 PM
  During repair, technician ***** accidentally triggered the panic alarm, resulting in a $125 invoice from ********* ** (see attached invoice).
  
  
  April 3, 2025 (Thursday)
  Client spoke with ***** *****, who was unhelpful and dismissive.
  When asked about a refund, he offered no resolution.
  Upon request for contract records, it became clear that no current contract existed.
  Client demanded immediate termination of account and refund of unauthorized charges.
  ***** refused to terminate the account.
  
  Sincerely,
  
  ******* *****

  **Photos will not attach- please let me know where I can email proof of above.**

  Business Response

  Date: 11/12/2025

  This complaint is dishonest and slanders one of our employees. We purchased your agreement from a previous ******** and made attemptsto contact you. Additionally in the agreement we purchased it states that you are required to test your alarm system at least once a month to ensure proper functionality. In fact, you acknowledged all of this and had us out to get your system in good working order. Upon compleation of that job and receiving new equipment at no cost to you,  you signed a new agreement with us. After the contractual ***** period for cancelling the new agreement you decidedyou wanted to cancel. We can cancel your account at the end of your contract. Please contact us and submit your letter of cancellation.

• Initial Complaint

  Date:12/18/2024

  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.

  BP Alarm is an Alarm company that tricks customers into extending contracts for at least a year if not cancelled 30 days before the expiration date. After a 5 year commitment the contract went into auto renewal, but nobody advises that it is an annual auto renewal. Nor do they advise that you must cancel 30 days before the auto renewal date. Apparently this is written somewhere in the contract, still awaiting to get my copy, but either way it is customer unfriendly, they are aware it is an issue based on bad review all over the internet and at the BBB. My request is that the BBB try and defend consumers who are forced into annual extensions and inform of this companies predatory practices to all consumers allowing them to know what a deceitful company BP Alarm is.

  Business Response

  Date: 11/12/2025

  Dear *****,

  We do not attempt to trick any of our valued customers.The contract is presented to each customer at the time of signing and the renewal terms are in the main "terms an conditions" Section of our contracts. Customers are always given ample time to reveiw the contract they are signing and have three days post installation to discuss the contract terms or cancell the agreement. We offer these consumer protections and encourage every one to read and ask questions when signing any contract.

• Initial Complaint

  Date:10/02/2024

  Type:Sales and Advertising 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 called BP alarm a couple months ago to cancel our service and the person I spoke to on the phone stated my service ends in October 18, 2024. The person stated that I could cancel now but we would still be charged the monthly fee until it ended but with no service. I did not want to pay something for nothing so we decided to cancel right before the service ended. I called yesterday prior to my end date and the lady stated that I needed to put the cancelation in writing and it must be 30 days prior to my end date or this would be auto renewed for 12 months. This was never explained to me on my last phone call. I asked to speak with a supervisor and she stated she was the supervisor and the only one to talk to. I asked to speak with her supervisor and she said she would put me on a call back list. I have not used this service in years and we have been waiting to cancel this. This is so wrong to auto renew for 12 months when people are struggling to pay their bills and need to make sacrifices to buy food to feed their families. I sent an email and contacted the company via their website. The website states nothing about a 12 months for auto renewal, only that there is an auto renewal and it does not say you can not cancel. I've sent an email and via website contact email. I will be following up again next week if I do not hear back from someone. Website verbiage below Automatic Renewal.Unless you notify ** Home Security before the end of the applicable subscription period that you want to cancel a subscription, your subscription will automatically renew and you authorize us to collect the then-applicable annual or monthly subscription fee for such subscription (as well as any taxes) using any credit card or other payment mechanism we have on record for you. Upgrades can be canceled at any time by submitting your request to ** Home Security in writing.

  Business Response

  Date: 10/09/2024

  Hello ******.  As stated in section 2.4 of your contract TERMS FOR SERVICES. THE ORIGINAL TERM OF THIS AGREEMENTS STARTS ON THE DAY THIS AGREEMENT IS SIGNED AND CONTINUES FOR SIXTY (60) MONTHS AND WILL AUTOMATICALLY CONTINUE FROM YEAR TO YEAR THERAFTER UNLESS CANCELED BY EITHER OF US IN WRITING NO LATER THAN THIRTY (30) DAYS BEFORE THE END OF THE ORIGINAL TERM OR ANY RENEWAL TERM.  

  This contract was signed by you on October 18th 2019. You sent us a copy of said signed contract, and I've attached it here.

  Your cancellation needed to be submitted on or before September 18th, 2024, however your cancellation was postmarked October 3rd, 2024. Your cancellation notice will be placed on file, and your account will be canceled at the end of your renewal term.  This term ends on October 18th 2025. Your final payment will be September of 2025.

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22372677
  
  I am rejecting this response because:  Your website states that Automatic renewals are considered upgrades and upgrades can be canceled at any time by submitting your request to ** Home Security in writing in which I did and you verified that you received my written notice.  My contract from October ******* will be expiring on October 18, 2024 and I have not signed a new contract.  I will be paying the October and November billing as my written notice indicates and this will be effective from the date of this notice being received by you.  Below is the tracking number and proof of receipt of this notice.        

   

  Payment and Renewal.
  General Terms.
  By selecting a product or service, you agree to pay ** Home Security the one-time and/or monthly or annual subscription fees indicated (additional payment terms may be included in other communications). Subscription payments will be charged on a pre-pay basis on the day you sign up for an Upgrade and will cover the use of that service for a monthly or annual subscription period as indicated. Payments are not refundable.
  Automatic Renewal.
  Unless you notify ** Home Security before the end of the applicable subscription period that you want to cancel a subscription, your subscription will automatically renew and you authorize us to collect the then-applicable annual or monthly subscription fee for such subscription (as well as any taxes) using any credit card or other payment mechanism we have on record for you. Upgrades can be canceled at any time by submitting your request to ** Home Security in writing.
  Services.
  Fees; Payment. By signing up for a Services account you agree to pay ** Home Security the applicable setup fees and recurring fees. Applicable fees will be invoiced starting from the day your services are established and in advance of using such services. **************** reserves the right to change the payment terms and fees upon thirty (30) days prior written notice to you. Services can be canceled by you at anytime on thirty (30) days written notice to ** Home Security.

   

  Tracking number 9589071052702114890130
  Delivered
  October 09, 10:41AM
  *****, ID

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

  Business Response

  Date: 11/12/2025

  Dear ******,

  When you called us in October of 2023 and asked how long your agreement was, it was not mentioned to us that you were interested in cancelling your service, otherwise we would have directed your to your contract and infomed you verbally as to the proper proceedure and date requirement for your letter of cancellation, as outlined in your agreement. 

• Initial Complaint

  Date:05/24/2024

  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.

  We had a security system installed by this Company. We understood that there was a contract. We sold the property, notified them and continued to pay until the end of the contract. I called several times to let them know we wanted to close the contract. I was given different answers each time. Finally I was told all I had to do was send a letter requesting to cancel. I did so on April 19th. I asked for confirmation of receipt. I sent an email say that I had not heard from them and received a reply that they were working on it. I checked my bank statement today and saw that they took another payment from our bank account. I called and was told Id receive a call back momentarily. No call. I called them back and was told my letter had to be received by March 27 in order to cancel- I was never told this. They also said that it automatically renewed for another year. I argued against that. We did our part and everything we were told to do. Once again, I was promised a call back. Nothing from them. I am frustrated and have been lied to repeatedly.

  Business Response

  Date: 11/12/2025

  Dear ****,

   

  As mentioned in our many conversations, the phone call, and subsequent letter of cancellation only mentioned your vacation property that was sold. Your letter of cancellation did not include or mention your primary residence which is why we continued to monitor it and follow the contract for that property.

• Initial Complaint

  Date:05/16/2024

  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.

  In Sept of 23 we were notified that BP Alarm would no longer be able to provide services for our alarm because our unit was on 2g network and nationwide that system was shutting down.In October of 23 we notified in the company, in writing via standard post, that we no longer wanted to use their services.In December we were told by our credit card company that our old card had an attempted charge. We called ** and they said they never received our post but a lot of mail had gone missing around the holidays and to re submit the letter.In March we were still having attempts made on our old card, we never game them a new card number after submitting our first letter of cancellation.I called back in March and spoke to someone who said they hadnt received my request and that I could sign a piece of paper and take a photo of it and submit my request via email. Which I did.In April I was informed that my request couldnt be processed because it was missing my password to cancel. So I responded to the email with the password. They denied it because it wasnt all on one document. I needed new signature to submit it.So I resubmitted it with my name, address, password all in one phone.The said they will send me to collections for unpaid fees on services rendered.However, since Dec of 23 they havent been able to access our system and no services were rendered. When I spoke to a rep, he said it was my fault I didnt update the hard wear which was not in our original contract from 2014 I still havent received acknowledgment of cancellation and they said the contract will roll into a new 1 year contract if I dont cancel in time. We dont receive any services from them. They cant monitor anything for us. They are being predatorily and trying to trap us in a contract they cant serve. Now we are getting letters stating they are disappointed in us for not paying them. Please help us end they nightmare *******

  Business Response

  Date: 11/12/2025

  Dear *******,

   

  We acknowledge that there was difficulty getting the right paperwork, filled out correctly, to our cancellation department. However, there was no impact on the remaining portion of your agreement due to the delay. The agreement was terminated on the earliest contractual date of termination after your first point of contact regarding cancellation. 

• Initial Complaint

  Date:05/02/2024

  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.

  In 2017, we went under contract with Security One. My agents name was *********************. He was great. One or two years later Security One was bought out my another company. I don't remember the name. We ended up ending out contract and no longer received service. I never got bills from anybody and had any issues. Then BP Alarm bought that company and all of a sudden I got bills from them saying we owe them money. At that point our main screen was dead (out of battery) so there is no way they were monitoring us. **** came out and confirmed there was no surveillance happening from any company. I have tried to talk to the customer service and explain this but they keep saying we are in contract with them but we never signed a contract with them and we never had anybody come to house as a representation of their company. Our panel was dead so it's not possible. They are saying they are going to send the bill to collection and seek legal action us when I never got into business with them. I need help! Please HELP! Thanks!

  Business Response

  Date: 11/12/2025

  Dear ****,

   

  We understand that you did not initiate the sale of your contract to us, however this is very common in the industry. The due dilligence on your account prior to it's purchase from your previous servicer showed that your alarm system was still communicating with the monitoring station (it was still receiving signals from your panel) and your billing information was up to date, showing your three previous bills were paid and your account was current. Unfortunately, your contract being sold does not negate its validity.

• Initial Complaint

  Date:02/14/2024

  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.

  This company is a sham. Its an alarm company that I have been using *****-4 years and we moved and I tried to get someone to come out and look at our new facility and give us a price quote since our new building is much bigger and different then the old one. Well th me guy on the phone was very rude and wouldnt send anyone out. So when I tried to cancel they started telling me that I signed a contract which they never disclosed over the phone or in person to me. They just have you sign sign sign and its all Hidden in the fine print. Now they want to charge me so much money in order to cancel. These type of businesses should not exist. They are ***** and liars. I want my service canceled immediately with no bogus cancelation fees.

  Business Response

  Date: 04/17/2024

  Hello ******,

  While attempting to ask questions about the new facility you told us you did not have time to speak to us and we could just send someone out to look at the space. Unfortunately, our technicians are not our salesman and do not speak regaring pricing of equipment, and often times equipment needs to be mailed to them. We would be happy to give you a quote via a phone call with discovery questions to determine just exactly what your alarm needs are.

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21293353
  
  I am rejecting this response because:

  the issue I has with them was there service and BP alarm trying to charge me more money for canceling the service. They try to hide the fact that when I told them there service was horrible and kept arguing with me even tho I have used them for over 4-5 years and just wanted a new quote and they wouldnt send someone to go to my new store and provide me a quote. I asked to cancel my services and they told me I couldnt just give them a 30 day notice that I had to pay then for like another year. There scamming people and forcing people to pay for years even tho they dont tell you when your signing up that if you cancel they will force you to pay another year in advance even if you dont use the services or cancel. Thats a scam. 
  

  I ended up going with vivent who is a competitor of ** so I do dont need there services anymore. What I want is for them to cancel the service and charge me for the last month I actually used the service and not try to charge me another year. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/12/2025

  Dear ******,

  While we understand that you reject the response to our last communication regarding not being able to have a technitian provide you with a sales quote, it is the reality of the situation. You continued to refuse discussing what additional protection you wanted at your new business location and thus we were unable to quote you for anything.

  
  As to your contract, we were willing and excited to move your service, but the move of your business location does not qualify for the cancellation of an agreement you signed. When ever you are interested in having us provide you with a quote for additional service at your new location please let us know, or as stated before, we can simply provide you with the same coverage package at your new location and transfer your existing agreement.

  Customer Answer

  Date: 11/12/2025

   
  Complaint: 21293353
  
  I am rejecting this response because:
  You guys scammed me into signing a long term contract and didnt allow me to cancel in a timely manner and hit me with all kinds of bogus fees. I signed with ****** in my new locations and now I have opened up 3 more restaurants and chose vivent over you guys do to the horrible service and the *** was extremely rude on the phone and all I wanted to do was move from one location to another but you guys decided to s**** me over so now Im filing a complaint. 

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

  Business Response

  Date: 11/19/2025

  Hello ******. We are unsure what you are asking in this response. Attached you will find a copy of your signed contract. You submitted a request to cancel your service on 2/14/2024, which was almost 3 years after installation of the system. Your cancellation has been accepted and will comense at the end of your contract. Final contract payment is July 2026. 

  Customer Answer

  Date: 11/19/2025

   
  Complaint: 21293353
  
  I am rejecting this response because:
  The company are liars and theirs. I gave them a notice in advance and they said it had to be within 30 days of the expiration of the contract and  it a day sooner or I could not cancel. There contracts are set up to take advantage of people and everyone should have the right to cancel in advance by letting them know to cancel the contract 2-3 months before as long as the message is relayed and which it was and also had my office manager set an alarm on her calendar and we canceled within the 30 days and they still never canceled it. At this point they are commiting fraud and are compete crooks. Im not the only person that has complained about this. There contrates are predatory and they know it. This should have there business licenses pulled and  pay back the millions they have fraudently stolen from companies and people!!! What they need to do is make my balance zero and close the account like I asked them too do years ago. 
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:12/11/2023

  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.

  We have been trying to cancel our service with BP Alarm for more than a year. Last year my wife called to cancel and she was told that we can only cancel in a certain window once per year. When the sales rep came to our house he repeatedly told us that we could cancel anytime with a phone call and email. We were upset that we were *************** by the company but felt we had no choice but to continue to pay until the "window" date that was almost another year later. My wife noted the cancelation date she was told on our calendar and called again this year to cancel. Once again she was told there was specific days of the year to cancel and we had missed the window to cancel again. I also followed up with a phone call to cancel, and let them know we called at the time of year previously told to us. They said that was not what was in our contract, I asked for a copy of the contract and also left a voice mail to get a copy of the contract. No contract has been provided. I also sent a cancellation e-mail at the time originally told to us to cancel. I have also sent additional emails asking the company to stop sending us bills for a service we are no longer using. We stopped paying the bills after we called and emailed the company at the time we were told to contact them to cancel. We believe we have upheld what they told us was in the contract last year when we tried to cancel. Now the company is threating to send this to collections. This companies practice of auto renewing contracts for year long terms and making it nearly impossible to cancel service is unethical and doesn't seem like it should be legal. We would like this company to stop sending us bills for a service we believe has been canceled. Thank you for your help.

  Business Response

  Date: 12/11/2023

  Hello *****,

  On 4/28/23 your wife spoke to one of our representatives and was advised that a cancellation notice must be submitted AT LEAST 30 days prior to the end of your contract and that she was welcome to send it at any time to cancel the service.

  On 6/16/23 we spoke to you and advised that your wife was told we needed a written request to cancel and that was still not received by our office. On this same date we emailed you a copy of your contract.

  Per our contract terms, the request to cancel must be written as fraudsters could log into your email and request cancellation of your system. To protect our company from potential lawsuits we require cancellation requests to have a handwritten signature.

  As resolution to this, you may request, in writing, service to be cancelled. Once written notice is received we can cancel your service immediately. The balance due however, is due, as we advised on 4/28/23 and 6/16/23 that a request to cancel was needed in writing by our office and we  still have not received this request.

  Customer Answer

  Date: 12/15/2023

   
  Complaint: 20990267
  
  I am rejecting this response because:

  The contract was sent to me for the first time this week.  No where in the contract can I find that cancelation needs to be sent by physical mail with signatures.  Attached is the copy of the contract sent to us.  We called and provided written cancelation requests in April, June and July yet we still receive increasing bills.  I am now also sending a physical written notification with signature.  We do not agree that we owe any additional money to BP alarm past May since we notified BP alarm before May that we would like to cancel our service. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/05/2024

  Hello *****,

  We have received the first written request to cancel today. In April you were informed that cancellation must be made in writing, and again in June you were advised that cancellation needs to be done in writing.  We did not ever receive written request to cancel until today.  We have closed the account.  The balance on the account of $389.00 is due.

  Thank you

  BP Alarm