Complaints

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

• Initial Complaint

  Date:01/03/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against ADT/ (formerly PROTECTION ONE) / Alarm.com for their failure to provide the promised, contracted services. Specifically, a working doorbell camera which sends video alerts to my cellphone. For six months or more their techs have visited my home and failed to remedy the situation. We have wasted hours with their online technicians and tried different doorbell cameras and they cannot get the doorbell camera to work properly. It could be that this is done intentionally, as they have threatened a $750 cancellation fee. In my view, they have breached this contract by failing to provide the services paid for and may be intentionally driving cancellation in order to collect their threatened fee. This suspicion is heightened by the account manager's dismissive attitude, asking if I want to cancel, instead of their actually getting the cameras to work. What I am asking is that they either provide reliable doorbell camera / cellphone alert service, as they have contracted to do, or waive their cancellation fee, so I can seek an alternate provider which can provide that service.

  Customer Answer

  Date: 01/28/2024

  Please be advised that Alarm.com resolved the matter and my doorbell issue has been resolved and is now currently working.  Alarm.com has issued me  2 months credit for the inconvenience.  I am requesting to close this complaint.

  Thank You Kindly!

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

  Customer Answer

  Date: 02/01/2024

  Date Sent: 1/28/2024 5:47:36 PM
  Please be advised that Alarm.com resolved the matter and my doorbell issue has been resolved and is now currently working.  Alarm.com has issued me  2 months credit for the inconvenience.  I am requesting to close this complaint.
  
  Thank You Kindly!
   
  
  *********************

• Initial Complaint

  Date:11/20/2023

  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.

  I purchased $8k of Alarm.com security devices from a local service provider and also Amazon.com. 6 months later none of my doorbells work, a thermostat doesn't work and I have 4 cameras out. Turns out the service provider I used (I verified with Alarm.com that he was an authorized rep) moved to South America a few months ago and is no longer in business. I didn't think that would be a big deal as I found another service provider to help replace what's broken and be my point of contact moving forward. Alarm.com customer service claims that they are only a B2B SAAS platform. They said the ONLY person that can help me is the original service provider, and if he's out of business I'm out of luck. Alarm.com won't transfer my account to the new service provider, and they said they won't warranty any of their products. They said the warranty is ONLY offered to the original service provider and doesn't follow the actual products or could be transferred to me. I asked them what the warranty was on my specific product (30 days, 90 days, 1 year, 2 years, etc), and they said that information is proprietary and is different for each service provider, and even if they did tell me they wouldn't honor it. They also claim that even though Alarm.com is the name written on all my physical products, that they are not actually a manufacturer and have no responsibility or connection to the hardware. They also told me that ******.com is illegally selling all their products, and if anyone buys anything from ******.com they will not offer any support or warranty. Alarm.com isn't going to help, and all of this seems super sketchy. I mean, how does a company put their brand on everything and then take zero responsibility when someone buys the products because they trust that they're coming from a reputable brand? What a waste of $8k

  

  Business Response

  Date: 12/28/2023

  Hello *****,

  
  

  Thank you for reaching out to us through the Better Business Bureau complaint process. We are very sorry for the difficulties you have encountered with your service provider. Each service provider is an independent company who purchases services and equipment from Alarm.com to create and manage accounts. Your service provider has not followed the steps typical of a service provider winding down operations, such as making sure their customer accounts were closed. We are sorry you have not been able to make the most of your purchase, be we are committed to help you use the security and smart home equipment you have purchased. Because Alarm.com does not have the ability to create, transfer, or cancel accounts, we rely on each service provider to either cancel or transfer their accounts when going out of business. 

  
  

  We are happy to continue the separate email correspondence and phone calls recently started to assist you with finding a new provider who can service and maintain the equipment already installed in your home.

   

  Best Regards,

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

  Support Manager 

• Initial Complaint

  Date:10/19/2023

  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 do not call anymore. I have received several calls from the business, stating this is ***** of Smart Alarms and say that they want to give me a free alarm. I press the number for do not call again but still calls keep coming. Co is calling ************* Please remove from call list immediately.

  

  Business Response

  Date: 11/13/2023

  Hello ******************,

  Thank you for alerting us to the marketing call you received from a sales representative claiming to be from Alarm.com.

  We understand your frustration and we want to assure you these communications did not come from Alarm.com. Alarm.com is a technology company staffed primarily by engineers. We provide a software-as-a-service platform used by companies in the security and home automation industry. Alarm.com does not sell any of its products or services directly to consumers, nor does it conduct telemarketing of any kind.  Instead, Alarm.com sells exclusively to security service providers that, in turn, sell our products to consumers. It is important to note that security service providers that sell our products are independent companies and are not affiliates or authorized agents of Alarm.com.

  We take these complaints very seriously and have a strong interest in protecting against the unlawful use of Alarm.coms name and brand.  We would appreciate your cooperation in providing us with any information you have about the company contacting you so that we can look into this matter further.

  Best Regards,
  *************************
  Customer Support Manager

• Initial Complaint

  Date:08/30/2023

  Type:Billing Issues
  Status:

  UnpursuableMore 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 has sent me, lewd text messages and emails and when I called to speak to a supervisor I was told that the account that has been emailing and texting off the company email that is @alarm.com I was told it’s not their companies email because they give all their providers an @alarm.com email and that I would have to figure out which company is using their email service to harass me. It’s very unprofessional especially since the first time I even heard about this company was when I received a text from them. I can’t show my work email where he has sent nasty remarks but I can show you the email address he’s been using to text me advertisements and phishing websites from.

• Initial Complaint

  Date:06/08/2023

  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.

  I have been bamboozled by this company and I'm so disappointed I just found out my service has been canceled and my home is not being monitored they promised all these devices and not I have nothing and I was already with a service and I need my *** equipment reinstated

  

  Business Response

  Date: 06/09/2023

  Hello ********,

  Thank you for alerting Alarm.com to the behavior or the sales representative who came to your home. We understand your frustration and we want to assure you these contacts are not coming from Alarm.com. We are a technology service provider staffed primarily by engineers that provides a software-as-a-service platform used by companies in the security and home automation industry. Alarm.com does not sell any of our products or services directly to the public. Instead, we sell to businesses that resell our products to consumers.  These businesses are independent companies and not affiliated with Alarm.com.

  We would appreciate any information you have on the company contacting you because they are not permitted to use the Alarm.com name, logo, or website without Alarm.coms approval.

  Best Regards,

  *************************
  Support Manager
  Alarm.com

• Initial Complaint

  Date:03/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Someone named *** called me *************) claiming to be from Alarm.com saying that they manufacture my *** system and it requires update from 3g to 5g. She setup an appointment for a tech to come out and 2 young men came out in an un-marked ********** (Texas license plate ********) and it turned out to be a sales visit to try and get me to buy new equipment. They asked me to provide my wifi password, my verbal *** password and my signature. They asked about all of the devices in my house and listed them out and told me that my panel will not work unless I upgrade it through them. I later called *** and they confirmed that this did not sound legitimate and my panel is a 4g panel not requiring update. I called ***** (one of the boys who came into my house ###-###-####) and asked him to cancel the order. He begrudgingly said he would, but I have no way of knowing whether he did or whether they were scammers or not. If they were in fact from alarm.com, this is a very shady business practice to trick people into thinking they require an update to a crucial security system only for it to be a sales visit. I feel very violated and wonder if they were casing my house for a robbery later. I would very much like someone from alarm.com to contact me and validate whether they were actually from alarm.com or not.

  

  Business Response

  Date: 04/06/2023

  Hello *****,
  
  Thank you for alerting us to the marketing call you received from a sales representative claiming to be from Alarm.com. We attempted to call you last week to discuss but were unfortunately unable to reach you.
  We understand your frustration and we want to assure you these communications did not come from Alarm.com. Alarm.com is a technology company staffed primarily by engineers. We provide a software-as-a-service platform used by companies in the security and home automation industry. Alarm.com does not sell any of its products or services directly to consumers, nor does it conduct telemarketing of any kind. Instead, Alarm.com sells exclusively to security service providers that, in turn, sell our products to consumers. It is important to note that security service providers that sell our products are independent companies and are not affiliates or authorized agents of Alarm.com.
  We take these complaints very seriously and have a strong interest in protecting against the unlawful use of Alarm.coms name and brand.  We would appreciate your cooperation in providing us with any information you have about the company contacting you so that we can look into this matter further.
  
  Best Regards,
  *************************
  Manager,Channel Support