Complaints

• Initial Complaint

  07/01/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In early December 2021, a *** for Capitol security canvassed me to switch to them as a provider.I was told that I could cancel my existing contract with local security by sending LS a letter, which I did.After a month of * am false alarms, (** in total) where every day I called the *** and went straight to voicemail, I then ***eatedly called the head office number and got no ***ly.Finally got through to someone and their solution was * months where they disabled my system until finally in February they got a technician out to fix the problem, after that, I was sort of content with the service.That was until I saw that local security was still billing me. The letter I had sent did NOT end my contract with LS.Well, I was going on a trip and didnt want to subject my manager to the same false alarms, plus I was ****** off that they lied to me about ending my contract with LS with the letter they provided me, which I mailed.I sent them a registered letter cancelling my service because of their failure to provide reasonably timely service, and the mis***resentation which cost me money, about $***, while I paid for two alarm systems.We then had some back and forth with them saying I had to stay in the contract, and me refusing. Eventually I put stop payments on their PAD (automatic withdrawal).But it doesnt end there. They once withdrew over $*** from my account cover their arrears which I was able to reverse, they then have changed the dates on my PAD withdrawals so the stop payments wouldnt work.Currently, I have to go into my bank every single time they pull a payment out and reverse the charges. This has been going on for over 6 months.I have offered to return the equipment they installed, they said no. I would like them to stop with this nonsense of continuing to charge me for a service that they did so poorly I had to cancel. I know of at least * other local people in the same situation with the same company:

  

  Business response

  08/01/2025

  The claims in this complaint are many and demonstrably false. As this is a public venue, and for reasons of brevity, we will respond to them in point form.
  1.This client was previously a customer of Fluent home, her account being sold to them by local security. At time of sale the customer informed our salesperson that she had a **, not ** month, agreement with Fluent. This was confirmed in writing. When the customer went to cancel with Fluent, they informed her she had signed a ** month agreement, tot **, on which there was a balance remaining. She then blamed Capitol as she could not cancel right away and this was somehow our fault, though we relied on her info. She ***eatedly mentions contacting local security, however they have been closed since 2020 so this is clearly false.
  2.This customer did not have ** false alarms. As indicated to her, we can see and track her history of alarm events and honestly addressing issues is important. The customer had two false alarms, which were rectified free of charge very quickly, and to her satisfaction, by providing additional hardware free of charge. The service call was performed on Dec 6, not February. The customer signed up with us on November **.
  3. All of the customers phone calls and emails to ********************** have been answered. We do acknowledge that at one point the customer called and texted the sales *** ** times, in a single day, while he was on PTO. At no point that day did the customer call **********************. The vast majority of the calls, emails, and text messages to our staff have been accusatory, abusive, and dishonest.
  
  
  
  

  Customer response

  08/01/2025

   
  Complaint: ********
  
  I am rejecting this response because:

   

  they are lying in their response.

   

  I never called the *** ** times on one day, thats a lie. I called every time after the false alarms, I have screenshots of my phone records.

   

  the *** assured me verbally that my contract with local security/fluent was up.
  

  local security and fluent I use the terms interchangeably.

   

  Five other people in my town who dealt with Capitol told me of their problems, which mirrored mine in slow service and a lack of a local technician, with one local person stating to me in writing that they cancelled their contract with Capitol for this exact reason.

  
  Why they wont allow me to cancel when they violated their contract is beyond me, they allowed other unhappy customers to.

   

  they have violated their contract pad agreement I signed with them by changing the dates of withdrawals, and also by trying to take $*** out of my account in a lump sum after I cancelled via registered mail.

  this seems to be a pattern of dishonesty, obviously not a good fit for a security company.

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

  

  Business response

  09/01/2025

  What Ms ******* fails to mention is that she purposely breached her agreement, switched to a different provider, kept several thousand dollars worth of equipment, and then claimed we 'breached' the agreement after doing the aforementioned.
  
  All of Ms ********* claims are demonstrably false. 
  - Ms ******* told the *** she had a * year contract, not a *, ergo the *** told her she should be able to cancel at the time as the * years had elapsed as he was depending on the information she provided.
  - Ms ******* first claimed there were * other customers in similar situations in her first complaint, now there are *. We have no record of even another customer in a similar situation, let alone *
  - Ms ******* is also conflating service issues. Her 'false alarm' services issues were resolved extremely quickly. She then demanded we ***lace her DVR (which we did free of charge) and had to order a new one for her which took several weeks. The initial DVR was a carry over from local Security, and was not provided by Capitol. That service call was completed in February
  

  Customer response

  10/01/2025

   
  Complaint: ********
  
  I am rejecting this response because:

  these responses provided by the business are false. Straight and simple. Any ethical business that provided such poor service would agree to end the relationship. 
  

  I repeatedly offered to return the equipment, but dont want an alarm company without local technicians, who take almost three months to provide  service, as my alarm company provider.

   

  the actions of trying to pull a lump sum  out of my account is not in accordance with any agreement I signed, capitol has been unethical in that area also.

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

• Initial Complaint

  06/01/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ***** ******* showed up at my home representing Capitol Security April ***, 2024. He had sold me a security home plan with ******* for * years. I made it clear to him that I did not want to sign another plan and currently I was paying month to month. I showed him my rate of $***** per month. ***** stated he would match this rate and add $**** per extra item I add to my security system that I didn't currently have at that time. I agreed. He had the contract completed electronically and emailed me a copy. I had another party present to witness the discussion and agreement. I asked if I could cancel at anytime with no penalty; ***** stated that was no problem My friend asked if there was anything that would have to be paid out upon cancellation and ***** stated 'no." After he left I looked over the contract again and noticed he had written it up at $*****. I called him 2 minutes after he left and he insisted it was not an issue and it would be adjusted based on how many security extras I choose during installation; which I unfortunately believed. I had an extra doorbell camera added during installation, which was suppose to be $**** plus the $*****. I started being billed in July 2024 as per the * months free. The amount was $*****. I called them in July to explain what ***** had told us. They stated they would get back to me. No one ever did. I had to call monthly. Finally I sent an email to ***** and Capitol Customer support. He discounted everything I was told , in his words, "allegedly ." His comment was it didn't matter what I was told, just that I signed. He also said I was signed up for ** months and would have to pay out the contract if I cancelled. I feel that they are unethically going into homes and misrepresenting themselves just to get people to sign. It is difficult to prove what a representative from Capitol told me in my home. I trusted him as he was in my home with *******. ***** never responded to any of my phone calls.

  

  Business response

  08/01/2025

  The customer asserts that they agreed to a different rate and term of contract than what they signed, which is we disagree with. On April * 2024 the customer signed a contract for $***** per month. Once signed and agreed to a copy of the contract was immediately emailed to the customer for her records. On April * 2024 our call centre completed a recorded call wherein the customer verbally confirmed the aforementioned rate, agreement term, and that she had signed the agreement and had received a copy of the agreement.
  
  

  Customer response

  08/01/2025

   
  Complaint: ********
  
  I am rejecting this response because: 

  I did receive a copy of the email.  I was informed by *****, sales *** that I could cancel at any time and would not have to pay any thing out.  He did not tell me I was signed up for * years. He told me it was month to month, and I believed him, as I had dealt with him before. Also the call in April from ************* was to see if I had any issues with the system.  I did not agree to the rate!  I called them also to inform them the rate was to be adjusted.  I had no call back.    I also told them that the batteries they installed didn't work.  They did nothing.  I was also not billed until July 2024, so was unaware what the adjusted rate would be.  All according to *****.  My partner and myself were both at the appointment with ***** and asked many questions.  It is unfair that they are mis***resenting themselves.  What does " which is we disagree with" mean from Capitol?
  
  Sincerely,
  
  ***** ********

  

  Business response

  09/01/2025

  The agreement signed states/ shows:

  a) Monthly rate

  b) Monthly rate with tax

  c) Agreement term

  d) Total payment made during the agreement

  e) Total value of all payments made during the entirety of the agreement.

  The aforementioned is very clearly laid out, which this customer acknowledges signing and receiving a copy of.

  Customer response

  09/01/2025

   
  Complaint: ********
  
  I am rejecting this response because: I think the sales person was misrepresenting the contract. I trusted him as he signed me up previously with *******.  I told him  verbally what I didnt want. He agreed 

   I did not want a yearly contract and ***** told me they would adjust the monthly cost based on the add ons I choose. I did not want a 6 year contract.  No transparency with this company! Hence the other complaints with the BBB about Capitol!  Also if i was allegedly told these things, why can I not speak to ***** to clarify?  Did Capitol speak to *****? 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  02/01/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On August **, 2022 I was sold an alarm system from ***** through ******* Security, now know as, Capitol Security. The system was installed on August **, 2022. I was unhappy with the alarm system from the beginning and did send an email asking to cancel my contract on September *, 2022. (I had tried to call a few times and left a messages, but no one returned my calls.) On October **, 2022, I finally got a hold of someone on the phone to cancel and they informed me I had a * year contract, not month to month. I was not informed this would be a * year monitoring contract when I signed up. My contract I was currently on with ****** was month to month. Why would I sign with a new company for * years!!Capitol Security did try and work with me to get the system to my satisfaction but I was still not happy with it. My old system with Viviant was better than my current system. On December **, 2022, Technician **** came to install an outdoor camera. While installing the camera, he drilled a hole through the front of the house and through the siding, which is green. He filled the damage with white chaulking that looked like someone put white chewing gum to fill the hole. I sent an email to ***** at Capitol Customer Support. I asked for him to fix the damage or give me some options on how to resolve. He never did give me any options and just kept putting it back on me. I felt like it was not going anywhere. On December **, 2024, I sent another email and was told too much time has passed and I had not responded to their emails, which I did. I am out of options to deal with this company directly. I am hoping you can help.

  

  Business response

  02/01/2025

  This customer switched from ****** (since sold to ****** to Capitol. We ultimately replaced her entire system, as she was not satisfied with initial offering, and provided well over $**** worth of hardware at no cost to the customer in order to make her happy. At the time of sale the customer signed a * year contract, and verbally confirmed the contract terms during a recorded welcome call on September * 2022, therefore we would strongly disagree that the customer was told she signed a month to month agreement .  On December **, 2022 we added an additional camera free of charge. As part of all exterior camera installations, we confirm before hand where the customer wants the camera mounted, notify the customer that we will have to drill through siding etc. The camera was installed properly and as mentioned the customer was unhappy that the caulking colour (used to waterproof the small hole) didn't match her siding. At no point did we agree to match the caulking colour to her siding, and as far as we are aware there is no caulking that matches that siding for purchase anywhere. This customer then stated we needed to 'do something about this'. We repeatedly asked what she wanted, she never responded. She recently emailed us, over two years later, demanding that we cover the cost to replace all of her siding because she could not find siding that matches her current siding.  At present, any claim the customer could make is legally null and void as it is statute barred. We worked with this customer as best as we could, we found and do find her responses to be difficult, stubborn, and obstinate. We will not be reimbursing or covering anything for this customer, which has previously been explained to her. The fact that she has now filed a BBB complaint, aware that no action will be taken and that she is legally disqualified from making a claim, speaks to the difficulty we have had in dealing with this customer and view this complaint as inane.
  
  
  

  Customer response

  09/01/2025

   
  Complaint: ********
  
  I am rejecting this response because:

  1.) I requested a copy of the Welcome call and at no point did employee confirm I had signed a * year contract.

  2.) The installer did not tell me he was drilling a hole through my siding at the location of the damage I am pointing out. I assumed there were be a hole where the camera is situated. Please see the attached photos that I took today. I had previously included photos taken at the time of the damage. If this is common practice, why did the installer submit an incident report.

  3.) I asked to company to give me options, as I stated I wanted the damage fixed. They never responded with any, just either ignored me or asked what I wanted. I wanted the damage repaired.

  This has taken so long because I am frustrated with how I am being treated. I have asked **** to speak with a supervisor and he told me he was it. I did not feel we were coming to any solutions. It was causing me anxiety that it why it is taking this much time.

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

  Customer response

  09/01/2025

  I wanted to include one more photo in case the damage is not clearly visible. The hole in my siding is not where the camera is located. The installer was drilling from the inside of the house and drilled out through the siding. I believe he was doing this for a power source for the camera or to attach to the router; I am not sure why. But that is the damage I am referring to. 

  I just thought I should clarify that with a photo circling the camera location and the location of the hole in the siding. As you can see over time the filler did not last and there is an open hole.

  Let me know if you require further explanation. Also, I have all the emails with the company saved and a journal with documented information of dates, times, and who I have spoken to.

  Thank you, ****

  

  Business response

  10/01/2025

  In response:

  1. A copy of the welcome call was provided

  2. We dont have 'incident reports', the claim that a technician filled one out is false.

  3. This customer, to date has not requested anything from Capitol to resolve apart form replacing the siding on her entire home
  
  For reference to anyone reading this, the pictures provides show a single hole that has the diameter of a pencil, and yet years later this customer is now requesting we replace all the siding on the home because the 1cm hole, which was filled with caulking, is not the same colour as her siding. 

  Customer response

  12/01/2025

   
  Complaint: ********
  
  I am rejecting this response because:

  I tried to address the issue of the damage done to my house. On December **, 2022 at **** hours, I sent an email with photos of the damage after the installer left. **** replied through email on December **, 2022 **** hours asking what my expectations were. On December **, 2022 at **** hours I sent an email stating that "I am not sure what your process is in dealing with damage. Maybe you have a few suggestions how to resolve. Thanks, ****** No response. I emailed again on December **, 2022 at **** hours. ***** replied on January *, 2023 asking what my expectations were. On January *, 2023 I replied that I wanted the damage repaired and for some suggestions. I never got any further response. 

  I felt like I was getting no where. ***** refused to speak by phone or give me a supervisor. It created anxiety and I just did not want to feel the stress of the situation anymore. That is why this took so long. 

  I was reminded of the company, as they sent me a collection notice by mailDecember 2024 that my account was behind a payment. I have never withheld payment and again was frustrated with the company (This is the second time they accused me of missing payments). I asked when this missed payment was as I have looked up the last three months of payments. The employee needing to research and then said this was back in October 2022. I explained past circumstances and the employee came back to the phone and said the balance was zero and all was good.

  I would never recommend this company to anyone.

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

• Initial Complaint

  10/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Capitol Security approached our ************ with an offer to replace our current Security provider with their service and do so at a reduced rate while assuming the contract of Liberty who we currently used so our building maintenance director signed us up.They tied into all of Liberty's hardware but were unable to gain access to Liberty's touch pad which they then replaced with one of their own which should have been a red flag for us?Our understanding is that the package came with a number of free months of service and Capitol would then take over for Liberty who had all of our banking info for direct billing.In the meantime we found out that Capitol had misrepresented itself throughout our community and some residents who changed over from ******* were now on the hook for two contracts.We then called Liberty back in as they were direct billing us to reinstalled their touch pad ,which we had kept, and resumed service with them, while reaching out unsuccessfully to Capitol to return their hardware.Because Capitol would not answer any emails or telephone calls and had no banking information for us we ignored their bills and eventually received notice that they were discontinuing their service.After receiving this correspondence we once again reached out ,again unsuccessfully, for a mailing address to return their hardware.We have now just received correspondence from a Calgary Law Firm on behalf of Capitol requesting payment of $**** to sever ties with them.This company has continually misrepresented themselves and has made it impossible to reach them for any information .We were trying to reach them to return their hardware and were willing to cover the costs associated with them having a technician in but were unable to do this and we believe now that this was not by chance but how they operate to scam people.Thanks for this platform to voice complaints about shady Businesses

  

  Business response

  15/08/2024

  This customer, *********************** was previously with ******* Security.
  Our salesperson approached ***********************, who was also a ******* client at the time, and offered to upgrade his system free of charge if he chose to switch his services to Capitol. As he had been having issues with *******, **************** accepted our offer and then asked if we could also upgrade the system at the curling club, which we did.
  
  On September *, 2023 we upgraded the system at the curling club, replaced all batteries, and ensured that the system was working properly. 
  
  Contrary to the complaint Capitol has never at any point been contacted, nor received an attempt at contact, from the ********************** or from *******************************, the individual who has left this review.
  
  Contrary to what is outlined in the initial complaint we have attempted to contact the curling club on the following dates to resolve their outstanding balance:
  
  ********* ** **** ********* *** **** ********* *** **** ******* *** ****
  ******* *** **** ******** * **** ***** ** ****
  
  Until today we have not, at any time, made contact with anyone at the curling club. All emails and voicemails have been repeatedly ignored.
  
  Finally, in 202* Capitol received multiple reports of an active disinformation campaigned which was engaged by ******* Security where, in an effort to retain customers, they blanket called, emailed, and texted customers in a specific area warning them that any competing company that would approach them was out to scam them, apparently in an effort to lock the customer into two contracts. We also received multiple voicemail recordings that customers passed on to us wherein ******************* staff purposely misled customers falsely stating that, for example, Capitol was not licensed, a **** company, out of the US, that Capitol has an F on the BBB (we have an A+), that Capitol cannot service the area etc.
  
  This information was submitted to multiple provincial authorities, including Service *********** (where this client resides), and investigations into ******* conduct were opened. Additionally, ***** World, received correspondence from Capitols legal counsel, with the aforementioned claims and evidence, which is now an ongoing case.
  
  Ultimately this customer did not communicate with ********************** at any time post installation. Their account was cancelled for breach of contract for failure to pay, and the customer has now concluded that they been scammed, likely in consequence of the misinformation they were fed by their previous provider.
  
  

  Customer response

  23/08/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  See attached document that is from an update email to BBB Calgary but gives a more detailed response to the original complaint.

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

  

  Business response

  23/08/2024

  After receiving ********************* original complaint we reached out to him directly via the email address he provided. ***************** confirmed that, contrary to his original complaint listed here, he never reached out to Capitol at any point and that Capitol has in fact not been impossible to reach. He also acknowledged, contrary to his recent reply to the original complaint, that he did receive and understand that Capitol had repeatedly attempted to contact him for over a year but he 'ignored' all correspondence. 

  Customer response

  26/08/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  As stated previously all we received by mail were invoices from ********* Technology, are we to understand now that this is Capitol and if so why weren't we informed of this in the beginning!

  We have sent copies of these invoices to BBB and you should clearly see that because that was where we were receiving our correspondence from this was where we thought we had to respond!

  This matter could have been easily resolved had ********* Technology responded to our calls as we were trying to send their hardware back and cover expenses for their initial install?

  If Capitol is a part of ********* Technology please just say that and we can better understand the situation as we work to resolve this matter?

  As we are a nonprofit with not unlimited resources we have been trying to settle this but it seems we have likely been reaching out to the wrong place and didn't know this until receiving the letter from the lawyers?

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

• Initial Complaint

  17/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In April 202* we were approached at our home by one of the sales men for Capitol Security. We currently had an alarm system with ******. He offered us the same rate $** per month and offered to keep the rate for the full ** month contract. I should have know he was super shady when he said he would change the rate on his end after signing the contract. My trusting him was my first mistake. I received my first bill and was shocked the new monthly fee was **$. I may add he gave me * months free so I never did receive my first bill till * months later. Their policy is ** days past signing of the contract to dispute. So this was a big problem. After trying to reach my sales rep with zero return calls I contacted the company through email explaining what had happened. They informed me they agreed he was shady and he no longer worked with the company for those reasons. Even after telling me he was no longer with them they refused to help with the scam he pulled. Just a beware of this company as I have now seen tons of these same issues on reviews that this is a normal practice for them. Or you may be stuck in a ** month contract at a fee you did not agree too.

  

  Business response

  19/07/2024

  *********

  The price was offered to you when you met with our sales team is written on the agreement you signed. On December **, 202* you confirmed that you had read and signed the agreement, and agreed to the rate, terms, and conditions. ****** later you contacted us and stated that your previous provider had offered to lower your rate to return to them, and demanded that we match their offer. We declined to do so. 
  
  Secondly the claim you have made, specifically that the sales person is 'shady', that Capitol confirmed this to you, and that the salesperson was fired in consequence is also categorically false. All calls are recorded, the conversation you mention never occurred with our call centre, and the salesperson is still in our employ today.
  
  We view your claims as an effort to strong arm us into changing the monitoring rate for your account, and threatening to slander Capitol and the salesperson if we do not agree to do so.
  
  

  Customer response

  20/07/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  As you can see from the attached picture that is incorrect. I was informed he was no longer with your company and to assume why. 
  

  Yes I did let you know the previous company I was with was less to point out that why would I sign up with a new company to pay double for no extra services. In no way was it to strong arm you in any way. 
  

  i am not looking for anything from this compliant other then to hopefully not have someone fall for the same issues. I have *** years left on my contract and will be cancelling that day it is done.

   

   

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

• Initial Complaint

  07/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to express my dissatisfaction and frustration with the business practices of ******* ********, a company that has undergone multiple name changes, including Capitol Security, ********* ************, and ***** ******** ********. My family and I were approached by ******* ********, who claimed to have acquired our previous alarm company, ******* ********. We were assured that switching to their technology was necessary, and that our monthly fees for both properties would be more affordable. Despite agreeing to what seemed like a favorable arrangement, we later discovered that we had unwittingly signed a 5-year contract, and the combined monthly charges for our properties were significantly higher than what we paid with *******. Repeated attempts to address this issue with *******/ Capitol/ ********* have been met with resistance and denial, as they insist their representative never made such promises. However, numerous reviews on various forums indicate that our experience is not unique. Adding to our frustration, when attempting to update our cameras to a new Wi-Fi network due to a change in internet providers, we were informed by tech support that we would need to pay for a technician to visit. We adamantly refuse to pay any additional fees, considering the misinformation and lack of transparency that led us into this unfavorable contract. Despite expressing our desire to terminate the service and contract, ******* ******** has been uncooperative, demanding exorbitant amounts for contract termination. We have filed a complaint with consumer affairs to investigate this matter further, and it is disheartening to see a company resort to misleading practices rather than fair and ethical business conduct. This message serves as a warning to others and a plea for businesses to uphold honesty and integrity in their dealings. Deceptive practices only tarnish the reputation of companies and harm the very customers they aim to serve.

  

  Business response

  08/02/2024

  
  Thank you for bringing this to our attention and giving us the opportunity to respond. Unfortunately we have not heard from you since October 2022, all correspondence you mentioned in your complaint we assume has been between yourself and *********. 
  
  As a customer, you were previously with ******* ********- which was sold to ***** ***** in 2021. You were contacted by us over the phone, as a referral from another Capitol customer. Our salesperson asked if you had seen anyone from *******, mentioned the sale to ***** (not Capitol), and offered to upgrade your system for zero cost upfront. At the time of sale you signed a document, and completed a recorded survey, wherein you acknowledged:
  
  I, the Customer, understand that Capitol is in no way associated with my current security provider ******* for monitoring and billing services.
  
  I, the Customer, acknowledge that the Capitol Sales Representative has clarified that my current security provider is not bankrupt, has not ceased to monitor my account, that Capitol has not bought my account and that I am choosing to switch to Capitol for both billing and monitoring services.
  
  The contract was then emailed to you, it was not signed in person, which you then opened, read, and signed. As such we do not understand how you did not understand the terms of the contract which was emailed to you. You had unlimited time to read through it, the term and rate are very clearly outlined, and you are were required to sign next to each acknowledging that you understood what you signed up for.
  
  When you signed up with us on September 5 2022, the salesperson asked you what you were paying with your previous provider- you informed him that you were paying $44.99 plus tax. Consequently, he then provided the appropriate package at that price point, and entered $44.99 on your monitoring agreement which was then emailed to you for approval. We then completed a recorded summary call on October 4, where you verbally agreed that the rate was $44.99. Your dispute of the price is now almost 1.5 years later, and this is the first time that you have contacted us (Capitol) to discuss. Additionally we were depending on you to tell us what you were paying, and entered into an agreement with you based on the information you provided.
  
  Regarding the required service call- sometimes service calls are requisite when our installers make a mistake, or the equipment fails etc. Other times service calls are required when the customer causes the problem, as in resetting your cameras. In cases where the customer causes the problem (like changing your internet provider), the service call is not free, and there is a cost for the technician to come out and re sync the cameras. Conversely we can walk you through how to do this over the phone for free if you prefer.
  
  Again, we have not spoken with you since 2022, all communication has been with *********. Please reach out directly if you would like to discuss further via email ***********************
  
  

  Customer response

  08/02/2024

  
  Complaint: 21260454
  
  I am rejecting this response because:

  My parents also contacted you regarding these issues for the house at *** ********* ********. Perhaps because you have changed your name so many times that's why you don't have record of it from Capitol. 

  But I can confirm that just 2 days ago my mom ****** ******* and father ***** ******* called yet again. We have called pretty much every week to two weeks since this so called contract took place that you stuck us with. 

  I suggest you read through the thorough phone call notations  and emails that have been recorded. There was ample time even within the 30 day window that you state a customer has in your contracts to rectify this situation with us. 

  I will not accept your answer. We have been fighting with you since the very start. 

  I have even texted the sale rep right after everything was installed and we realized he had us sign a contract that this wasn't right. And low and behold he stopped responding. 

  We will not stop escalating this until you forfeit this contract. 

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

  

  Business response

  09/02/2024

  Respectfully I think you are confused. We (CAPITOL) have never changed our name, you have not called in to Capitol in over a year.

  We are a dealer for *********, which acquired ******* ******** (I think that's the name change you are referring to). You are calling ********* NOT Capitol. The individuals mentioned in your response have likely also been calling *********, NOT Capitol, as they also have not called Capitol. Two completely different and separate companies. If you would like to speak with Capitol please call us at ************** or email us at ***********************

• Initial Complaint

  29/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Capitol Security went to the home of my 87 year old mother in Kamloops, BC on a cold call. My mother thought that the Capitol representative was from *****, who is her current security system provider. She has more than two years left on her contract with *****. My mother has short term memory issues and is very frail so is very vulnerable. She does not handle any of her financial or business affairs because she is unable. I do all of that for her and she usually contacts me regarding such matters but unfortunately I was not there when the Capitol representative showed up uninvited. Because he was very friendly and because my mother thought he was from *****, she invited him in. He would have observed her cognitive issues and he would have been aware that she already had a security system. However instead of leaving, he convinced her to sign a five year contract with Capitol. My mother most definitely did not understand what she was signing. I think it is unethical that they preyed on her in such a manner so I contacted Capitol and told them that the rep had unfairly taken advantage of my mother's diminished mental faculties and trusting nature. I asked that they cancel my mother's contract. They insisted they had done nothing wrong and refused to cancel it. I have contacted ***** to de-activate the Capitol system and re-activate the ***** one and will return any Capitol equipment, I would like Capitol to cancel the contract my mother recently signed because she did not ask Capitol to come to her home, she did not need a new security system, and she did not understand what she was signing. I would also like them to cancel the amount owing on her bill for the past two months of service. Capitol Security is an authorized dealer for ********* ********** who are the ones billing my mother. ********* told me that they could not cancel the contract because it was signed with Capitol.

  

  Business response

  30/06/2023

  We strongly disagree with the narrative stated in this complaint and have communicated with the customers’ daughter at length prior to the filing of this review. This reviewer initially sent a highly accusatory email on June 20th, this was the first time we had ever heard from the reviewer and had not heard anything from the customer directly since installation.
  
  As in the complaint the reviewer, via email, initially claimed/ demanded:
  -       That Capitol visited her mother’s home and “convinced her he was from *****.” In subsequent emails this was changed to "All she heard was “security system" and she assumed she was dealing with a ***** representative"
  -       That our salesperson “knew he was taking advantage of her because of her trusting nature and decreased mental faculties.”
  -       “I am also requesting that you fire the representative who sold this contract to my mother”
  -       The reviewer then threatened “I have no hesitation in contacting the media as well as the police if this issue is not resolved immediately.”
  
  The reality of what transpired is in fact far different.
  
  On February 28, 2023, our salesperson knocked on the customers door and offered to upgrade her system, replace all low batteries, and lower her rate if she switched her services from *** by ***** to Capitol/ *********. The customer accepted our offer and at time of sale signed a document which stated:
  
  "I, the Customer, understand that Capitol is in no way associated with my current security provider *** by ***** for alarm monitoring, billing, and technical services. I understand that I am switching my security services away from my current provider to Capitol, and acknowledge and understand that I am switching security providers by signing up with Capitol.
  
  I, the Customer, understand that I am completing a Competitor Switch-Over which is defined as transferring my monitoring and billing services from my existing provider to Capitol.
  
  I, the Customer, understand that I must review my signed Monitoring Agreement prior to signing up for monitoring and billing services through Capitol to confirm that my existing Monitoring Agreement can be terminated at this time. I understand that I may be subject to certain contractual obligations under my existing signed Monitoring Agreement Terms which may prevent me from legally terminating my existing monitoring and billing services.
  
  I, the Customer, acknowledge that the Capitol Sales Representative has clarified that my current security provider is not bankrupt, has not ceased to monitor my account, that Capitol has not bought my account from my previous provider, that Capitol has not bought my previous provider, that Capitol is not 'taking over' for my previous provider, and that Capitol is not and has not in any way been contracted by my previous provider. I understand that I am choosing to terminate service with my current security provider and that I am choosing to switch to Capitol for both billing and monitoring services.”
  
  Because this customer is an advanced senior, we have several policies in place to insure that everything is on the up and up. These practices include:
  
  1.     Upon completion of the paperwork this customer was called from a recorded line, several days prior to the installation. The terms of the contract were verbally confirmed. The aforementioned statements and acknowledgments that we are in no way affiliated with the previous provider, were verbally read, and confirmed with the customer that she understood. The customer acknowledged verbally that she understood she was switching companies, that she needed to contact her previous provider to cancel, and that she had reviewed her contract with her previous provider to make sure she could cancel at this time.

  
  2.     For advanced seniors we have a policy wherein we wait 1 week minimum to install the system. This allows us to call the customer again after a week to confirm that they clearly understand, and that they wish to proceed. This policy was followed with this customer. This customer signed up on February 28 and was installed on March 8.

  
  3.     For advanced seniors we ask them if they have a caregiver. The customer informed the salesperson that her caregiver is ‘**** *****’ and provided his phone number. For the week between when the customer signed up and was installed, the sales rep attempted to contact ‘**** *****’ 3 times via telephone, leaving messages each time. Mr. ***** did not at any point return the salespersons phone calls. This process is in place to notify family and caregivers, again so that everything is clear, and that the customer in no way feels pressured. This also allows caregivers and family members to indicate whether there are any health issues and or object.

  
  4.     On March 6, the customer was again called from a recorded line. The terms of the contract were reviewed, and the customer was asked whether she wished to proceed with the installation on March 8, she confirmed that she did.
  
  
  We have clearly explained the to the customers’ daughter. She has proceeded to be belligerent in her communications with us, accusing us of purposely taking advantage of her mother, amid overwhelming evidence to the contrary. We addressed the paradigm that if her mother was incapacitated with severe memory issues, how could she then perfectly recall the allegedly appalling, and demonstrably false, claims that were allegedly made. We repeatedly asked the complainant if she wanted copies of all recordings, she did not respond.
  
  As this is a public forum we also would like to address several other statements made in the complaint. As explained to the complainant, many of our door to door sales people are university students working with us in the summer time. They are not trained mental health professionals who can judge an individual’s capacity. This customers’ family can judge whether her capacity has decreased over time as they have a baseline, we do not, nor would our doing so be in any way legal. We cannot ‘not sell’ a product to any customer because we arbitrarily believe that they have a disability, handicap, or diminished capacity without any indication or proof. Doing so is textbook discrimination. We have processes in place, as outlined in our response here, which are intended to establish competency and confirm that the customer is aware of what they are signing up for, including contacting family members. These processes were followed in this case.
  
  As previously explained to the complainant, if the customer in question here has any form of diminished capacity, we will of course cancel the account without issue. We asked the complainant that if this is the case, as she claims it is, that all we would need is a doctors note or any other form of confirmation. Presumably if this claim was true, this would not be an issue. Upon receiving this request the complainant was angry and stated “I am contacting the ****** ******** ******, ********* **********, and the media to tell my story.  I will be sharing your emails with all mentioned parties.  I certainly hope that my actions can bring awareness of your company to many other unsuspecting people - especially those who are in vulnerable populations or have loved ones who are. “
  
  Ultimately we feel that, contrary to all clear evidence, the complainant, who again is not the customer nor was part of the sale at any time, has taken it upon herself to defame our company, and the salesperson, online and elsewhere. At no point has the customer herself contacted us to complain or protest. Again, if the customer has any form of medical issue which would result in a diminished capacity, of which we were clearly unaware, then we have no issue cancelling the agreement. This was conveyed the complainant prior to the filing of this complaint with the ***.
  
  
  
  
  
  

  
  

  Customer response

  30/06/2023

  
  Complaint: 20257137
  
  I am rejecting this response because I still feel Capitol took advantage of my mother's fraility and diminished mental faculties.  Although my mother cannot recall exactly what happened, she has been consistent in saying she thought it was her current security system provider.  She had no idea that it was a different company and that she signed up for a new 5 year contract.  She did not need the upgrades that they offered.  Remember  they came to her home - she did not ask them to come.  She had no need for their services.  The fact that they tried to contact her caregiver, my brother, is further evidence that they knew she had limited cognitive ability.  They should not have proceeded with the installation until they did hear from her caregiver.  My mother signing statements saying she understood what she was signing or her making verbal statements saying she understood what she was doing is meaningless when she didn't have the capacity to understand.   It was pointless for me to listen to a recording of my mother saying she understood what she was doing when I am well aware of her limitations.

  I agree that I was very aggressive in my first email to Capitol because I was so appalled and angry that they had taken advantage of my mother in such a manner. A very natural reaction when one's loved one is vulnerable and it appears that they have been preyed upon.  I was especially upsetbecause the woman I spoke to at ********* ********** told me they had received similar complaints from other people whose elderly relatives had being taken advantage of by Capitol in a similar manner.  In subsequent communication I was more professional and apologized for accusing the sales rep of telling my mother that he was from *****.  That is what my mother told me but in reality my mother could have just assumed that.  

  Capitol states that my mother never contacted them about this issue and they only heard from me last week.  They heard nothing from my mother about this problem because my mother doesn't have a clue what happened or who they are.  I only became aware of the situation when my mother sent me an invoice from ******** ********** a few weeks ago.  I had no idea who the company was and why my mother was getting an invoice.  A call to ********* ********** allowed me to piece the whole story together.  Thus the delayed response on our part.  

  It is possible to get a doctor note to attest to my mother's mental decline, but I am hoping to avoid that for two reasons.  Although my mother is aware of her decline, it would be very humiliating for her to have to go to the doctor to get such documentation.  And second, I don't believe I should have to give Capitol an official document with my mother's medical information.  That seems like a huge invasion of privacy.

  The bottom line is that a Capitol Security sales representative went to an 87 year old's home who already had a perfectly good home security system.  The sales person knew my mother had an adequate system in place and didn't bother to ascertain that she still had over two years left on that contract.  He did not offer a better price, as stated, he matched the price.  And even if he had offered a better price, how is it a savings if she was still responsible for 2 1/2 years on her other contract?   The sales rep would have been aware of my mother's advanced age as she is very frail, and I can't see how he couldn't have noticed that she has memory and confusion issues.  Despite all of this he proceeded with the sale - another five year contract to an 87 year old frail woman living on her own!  That was unethical at best.  The company defended this unethical behaviour and doubled down on the point that my mother understood what she was doing even after I brought it to their attention that she most definitely did not.      :

  The way that Capitol has responded to this issue tells me that the fault lies more with them than their sales team.  I assumed it was a rogue sales rep who would do anything to make a sale, but it is obvious that the company is more concerned about profits even if it means taking advantage of people in a vulnerable population.  I find this despicable and do wish to warn others about how they are conducting business.  

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

  

  Business response

  02/07/2023

  This customer initially made extremely appalling and assertive statements specifically stating we deceived her mother, perfectly recalling what was allegedly said. Paradoxically the complainant is allegedly depending on her mother’s memory while also claiming that she has severe memory issues. The complainant has repeatedly viewed our actions in the most negative light possible. E.G. the salesperson asked whether the customer had a caregiver, and then attempted to contact said caregiver. This was in consequence of her age, and is standard practice, yet the complainant is trying to paint this as evidence that Capitol ‘knew’ the customer had cognitive issues. In our interactions with the customer we have seen no indication that the customer had any form of cognitive impairment.
  
  We view this review as an attempt to slander our company, and little more. Furthermore we spoke with ********* and they confirmed that they did not make the statements the complainant claims they did. 
  
  Ultimately, we have repeatedly stated that if the customer has cognitive impairment we have no issue cancelling the agreement. Initially the complainant stated she had documentation and would provide it, now she claims that she can get medical documentation but is unwilling to do so. This speaks to our opinion of the validity of the complainant’s allegations, which have been demonstrably refuted with evidence that the complainant refuses to acknowledge, yet continue with the unsubstantiated claims repeatedly made.
  
  

  Customer response

  04/07/2023

  
  Complaint: 20257137
  
  I am rejecting this response because it is obvious that Capitol Security is adamant that they did nothing wrong when they went to an 87 year old woman's home and sold her a five year contract for a service she already had.  They then refused to correct their error when they were informed that this woman had memory issues and did not understand what she was doing.  I know this because I handle all of her business, including any financial transactions and she would never knowingly enter any type of new contract.  Despite me pointing out to Capitol that my mother did not understand what she was doing, they are trying to defend their position and are not wiling to cancel the contract.  I believed my mother when she said that the salesperson who came to her door said he was from her current security system provider but I realized later that she could have been mistaken because of her memory issues and I apologized to the company for that assumption.  Nothing else about my story has changed.

  I have come to the conclusion that it is impossible to deal with this company so will not engage in any more back and forth on this forum.  I will seek resolution of this issue elsewhere.  

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

• Initial Complaint

  31/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A salesman came to my home and advised me he was here to change a component on my security system. He told me his company (Capital) was buying out my current provider( ******), and I need to sign a new contract. I am now paying two providers. ****** tells me the salesman lied, and Capital is not buying out ******.

  

  Business response

  01/06/2023

  We have no record of this customers complaint,, nor this customer contacting us prior to posting the complaint with the ***. The customer is welcome to contact us either by phone or email, ***********************, where we would be happy to address their concerns. 

  Customer response

  02/06/2023

  
  Complaint: 20126799
  
  I am rejecting this response because:  I DID contact this company by phone in May of this year when I realized that a payment was coming out of my bank account for 2 different Security Systems going to two different companies.  They responded by saying that I have a contract with them now and mailed me a copy of the contract that I signed, a list of acknowledgment questions about changing companies that they apparently asked me and had me initial but I DIDN'T, as well as an invoice for over $2,400.00 that I would have to pay if I want to cancel their service.  AND I DO.  I believe that the fact that they mailed me this documentation is proof that I DID make a formal complaint and they DID receive that complaint.  
  
  Sincerely,
  
  ***** ******

  

  Business response

  05/06/2023

  Apologies, the customer is correct in stating that she has previously contacted us.

  We have two customers with the same name, in reviewing the complaint, I was looking at the wrong file. 

  With regard to the original complaint, if the customer is being double billed, we are happy to take care of any double billing. The customer has previously been advised that should she wish to terminate her contract early, that there are financial terms that will need to be met

  Customer response

  13/06/2023

  
  Complaint: 20126799
  
  I am unsure if my response falls into the accept/reject category.  I accept the reimbursement opportunity and have called Capital to be reimbursed for my duplicate payments as I now understand that they were buying out my contract with ******.  But I did not understand that at the time.  I was lead to believe that they were buying out the ****** company and that payments and monitoring would just carry on as it had in the past.  I feel that this sales transaction was shady and in some ways unethical.  I was never asked the questions that appear on the "Customer Acknowledgement" list that was later mailed to me when I called to complain about the duplicate payments.   I would not have changed who I was doing business with and I feel that Capital was unethical in how they went about obtaining my business and/or the Salesman, ***** ******* was not being completely honest and upfront in order to make a sale.  It needs to be stated that I am not happy that I am doing business with this company now but I have no other choice.
  
  Sincerely,
  
  ***** ******

  

  Business response

  14/06/2023

  Understood

• Initial Complaint

  28/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Capitol man came to door and stated they were taking over monitoring for Capitol Security. Since then I have discovered this is not the truth and I am infact running 2 bills. One through ******* and one through capitol. The Capitol one is to be waived/covered for the remaining term with *******. The contract (not shared with me until 1 year later) does not clearly outline this. I was told my security system was assumed by Capitol and the contract would mot be extended. When I reviewed the contract, sent 1 year later it stated 60 month. 60 month is the original term I signed with ******* but I under no circumstances agreed to sign for 60 month with Capitol. When shown a contract on the iPad I stated to ***** that the 60month is from the beginning of my ******* contract as I had no interest in starting anything new. He said yes. Capitol feels everything is clearly outlined and they refuse to answer clarification questions. I have had numerous emails ignored from various employees in the company over the period of months and months. On 2 separate occasions errors have occurred with billing and I have received amount owing bills. One bill has now gone to COLLECTIONS. Despite being reassured everything is corrected on their end. It clearly has not. Only one employee, ***** has spoken to me and has assured me the billing is to be corrected and that the contract end date is Sept 2023, with no further charges. I requested this in writing and have followed up with various emails to ***** and *****. No response with this information. I was sent a document to sign and followed up with an email with some questions in order to sign the document, no response. The equipment still doesn’t work well but I have given up on that point. Their communication is ATROCIOUS. They actively mislead people and do mot disclose information openly. They verbally share information that is either a lie or not clearly documented.

  

  Business response

  30/04/2023

  
  Thank you for bringing this to our attention.
  
  This customer switched her alarm services from a competitor to Capitol. In so doing, our policy is that the customer continues to honour their agreement with their previous provider until the original contract is fulfilled. In simple terms if the customer has 4 months left on contract with their previous provider, we instruct the customer to continue with those payments until their contract is fulfilled, and we will in turn waive the customers payments until their contract with their previous provider is over for a total of four months. At no point have we attempted to either bill this customer, nor have we sent this customer to collections, at any time. Though we can appreciate the customers' frustration, we have in fact been in communication with this customer on multiple occasions, answering all info requested.
  
  We are entirely unaware of the nature of the collections issues this customer is referring to, and have asked the customer to forward such info to us.

  Customer response

  30/04/2023

  
  Complaint: 19992734
  
  I am rejecting this response because;

  
  I spoke with *********, it was an error on their part. My bill is up today with ******* and this has nothing to do with them but was an error from when my Capitol bill was sent to ***** in error. 
  
  Regarding my contract, I have disputed this point time and time again. I was communicated information by ***** that the 60 month was from the start of my previous contract . from what you are stating this is not the case. Yet another bout of misinformation. Again, I was misled and informed that Capitol was assuming all contracts from ******* and providing service to these costumers. Frankly, I am in shock a company can be so misleading, go to peoples home provide versions of information to deceive customers to sign something without be forthcoming and honest. 
  
  
  When I spoke with ***** last in 2022 he informed me it was fine as the cancellation would be $0 as there were no equipment costs. I have requested this information in writing time and time again. I have only been told to read the contract as it’s clearly outlined. I’m my opinion it is not clearly outline and I am requesting clarification. 
  
  
  At this point I don’t know how to proceed as I simply repeat myself over and over with no resolution or acknowledgment of wrong doing. 
  
  
  As you can see I have sought resolution through the ****** ******** ****** as I would like the contract corrected to reflect the information I was given in person and further details regarding cancellation, specifically costs that will in incurred if I cancel now vs in Sept 2023. Also, as collateral information the misleading contract states I would receive a copy within 10 days of signing. This was not provided to me until over 1 year later and is a violation of the contract terms. I could have had further discussion of this erroneous contract at the time if it has been provided to me promptly after a salesman came to my home. 
  
  
  

  
  Sincerely,
  
  ***** 

  

  Business response

  02/05/2023

  The contract terms, conditions, and cancelation fees have been emailed to this customer as both attachments (ie copies of her contract), as well as via emails directly. The contract signed, as well as direct email replies clearly address the questions asked. 
  
  The agreement signed is a record of information exchanged and agreed upon, and serves to confirm what was verbally agreed to. This customer now wishes to cancel and claims she was misled. The salespersons version of events is quite different and corresponds with the information outlined in the agreement. We have asked the customer 
  
  With regard to the copy of contract, the contract copy was emailed to the customers email, which has been confirmed by the customer as being in use, at the time of signing. All contract copies, once complete, are automatically sent to customers via *** (****** *** ********) and is an automated process over which we do not arbitrarily control. We have instructed the customer to search her junk and or spam folders

  Customer response

  02/05/2023

  
  Complaint: 19992734
  
  I am rejecting this response because:

  Unfortunately, this is not the case. During some outstanding equipment issues and function issues I began to reach out  this conversation via email commenced in fall 2022. With incredibly slow response times  one email was responded to 4 months later. I began to call and email excessively in hopes to find some information and speak to a human  in 2022 I received an email copy of the contract in Jan 2023. I immediately refuted the content and information via email.  I spoke with the salesman at this point. He assured me that the equipment charges were $0 and because of this I could cancel without penalty. I asked for this in writing on the phone. He stated he would send to me. I continued to email requesting for this to be corrected on Jan 30,2023. I received a response and then no response x1.5 months, despite a follow up email requesting resolution. Ultimately, I got fed up with the waiting and am pursuing resolution via ***. In reviewing the contract I received in Jan 2023. Not via and email, I have reviewed all email and junk folders.  It has 2 different dates. April 26th and then states it was signed and viewed within minutes on a different date (April27th).  I did not sign or open any document on my phone and did not enter my email into the salesman’s iPad. The initials are not my initials but computer generated ones that I did not enter. The salesman did not come to my home on April 26th and subsequently on April 27th. I did not receive a new carbon monoxide detector. This was pre existing. Clearly, there are some significant errors to the contract. 
  The only item I received that could be perceived as advantageous to me is the camera. This doesn’t not hold the value of a 5 year contract. Also, it doesn’t work 75% of the time (but that’s beside the point) 

  I question why a customer would enter into a 5 year contract paying $4400 in charges for a piece of equipment that costs $300. This only occurs in the circumstance of being misled and a lack of transparency. 
  The salesman had pre-existing personal information, likely purchased to continue their door to door sales scam. He knew the company we were with and led me to believe Capitol had taken this companies monitoring over. I stated se****l times I had no interest in being in a new contract as I was almost done with my previous contract. As he had not provided any substantial amount of equipment (camera) I believed him.  
  

  When feeling incredibly deceived I began to review various platform reviews and noted a pattern of behaviour and experiences of customers being misled similar to mine. 
  

  my question now is, what is the cost of the camera? 

  Sincerely,
  
  ***** ****

  

  Business response

  05/05/2023

  We have reached out to the customer via phone on the following dates (please note this does not include additional interaction between the customer and salesperson):
  
  4/30/2022
  05/04/2022
  05/23/2022
  06/20/ 2022
  09/09/2022
  09/13/2022
  01/09/2023
  01/13/2023
  02/01/2023
  02/03/2023
  02/06/2023
  
  With regard to receiving the contract: whenever an electronic agreement is completed, it is immediately sent to the customer at the email address they provide. On this customers’ contract, the signature certificate notes the date, location, and time of signing, and confirmed that the contract was sent and deposited into her email account via *** (****** *** ********). The contract was signed by the salesperson on April 27 at 5:41, and then was presented to the customer via iPad 4 minutes later at 5:45. There are not 2 different dates and we have attached the evidence and time stamp of signing to this complaint. The customer signed electronically, likely by choosing what best represented her signature. Once complete the contract copy was then emailed to the customer at the very same email address she uses today. The geolocation of the signing is also the address at which the system was installed, her home. Ultimately the allegation that the signature was forged is demonstrably false, and frankly it wouldn’t be a well thought out crime if we then immediately sent the customer the evidence.
  
  Furthermore we have the customers email because she provided it, we did not have any pre-existing information as she was with a competitor. 
  
  The customer is also incorrect with regard to the equipment installed. The new equipment installed included a Qolsys IQ2 touchscreen keypad, 2 Door contacts, a carbon monoxide alarm, an exterior camera, and a smart door lock.
  
  

  Customer response

  05/05/2023

  
  Complaint: 19992734
  
  I am rejecting this response because:

  Please note, of the indicated phone calls. Capitol did not initiate contact. I initiated the majority of the calls/emails. I have called and emailed incessantly and had to send se****l "just following up on this" types of emails. This is simply an attempt to deflect. 

  No address of issue. Salesman was misleading. An obvious pattern of misleading information and having people believe they are not entering a 5 year contract is noted through various website reviews and via ***. Recognizing these are not "verified" as previously shared with me, however, it does definitely demonstrate a pattern of behavior. I specifically said I had no interest in signing for a new contract.

  My concerns regarding various dates on the contract include April 26th and April 27th and can be noted in the above photos. 
  

  I did not receive the contract. I reviewed my junk mail in 2022. Seems like your electronic system had an error and the contract was lost in the world wide web. Once I did receive the contract in Jan 2022 I began emailing my concerns and refuting its validity and detailing my conversations and timeline of events.

  I am not refuting providing my email address. My concern regarding privacy is surrounding how the salesman knew the name of the provider I had my contract with when he came to my door. He specifically informed me, Capitol was taking over contracts for customers with *******. How did he know I was with *******?  I did not disclose this. I do not have any signage on my home indicating this. This is not the first company that has come to our door trying to have me switch companies. I have always declined as I was riding out my contract with *******.  Unfortunately, the salesman misled me to believe Capitol and ******* were working together and Capitol was assuming their contracts. 

  I have attached a copy of the install. I am refuting a carbon monoxide detector was installed as I already had a functioning detector, I am happy to show all of the pre-existing equipment installed on my previous contract with *******.  Door contacts were already in place and functioning and not installed by Capitol. If they installed this they did not document it and I did not sign for this. 

  As previously shared, the panel was not installed for my benefit as I already had the exact same existing and functioning panel. As I also shared before, this should have been a red flag to me. Why would the exact panel need to be swapped out for a company that is working with my current company? Again, I had a functioning panel. Capitol could not complete their scam without the panel swap. 

  The door lock I was told would be replaced as part of this take over but I am exhausted arguing with this company and am now experiencing a significant amount of undue stress and am willing to let this point go in order to reach resolution. I was informed the door lock is $250. 

  Requesting again for the cost of the camera. 

  
  ***** ****

  

  Business response

  14/05/2023

  We have repeatedly asked the customer for any emails, texts, recording from salesperson or anyone in our office which confirm what she was allegedly told verbally. To date, the customer has not provided the aforementioned. The contract, which the customer attached, also confirms that she signed the agreement, and that the agreement copy was emailed to her email address.
  
  Again, we have no information whatsoever regarding the customers’ contract with her previous provider. 
  
  The additional equipment installed, not listed on the contract, was provided by Capitol free of charge as we agreed to replace any broken or malfunctioning hardware. 
  
  We have provided the customer, previous to this complaint, with the cost value of the equipment installed.

  Customer response

  15/05/2023

  
  Complaint: 19992734
  
  I am rejecting this response because:

  As previously mentioned, I did not anticipate to be lied to and sign a document on an iPad with false information. If I had suspected Capitol to participate in such nefarious activities I would have definitely behaved differently and ensured I received a contract, recorded phone calls ect. I would not have even opened the door but hind sight is 20/20. If I was suspect of the validity I would have not let the salesman into my home. I believe what he told me and therefore did not feel the need to record. 
  
  
  I did not receive the contract until 1 year later and began emailing. I have documentation of all the emails I sent requesting clarity as I did not agree to a 5 year term. The dates on the contract are also concerning as there are 2 different dates listed in the contract (see previous photos attached) However, Capitol minimally responded or evasively told me to read the contract. 
  Capitol claims I received the contract but their electronic system also indicates I opened my email to sign the contract. This is not true and did not occur. I signed on an iPad and did not at any point open my email. There are clearly discrepancies in the things Capitol says occurred and what occurred. 
  
  
  The panel installed was not broken or malfunctioning but was replaced by Capitol and listed on the contract as a new install. It was not. All my equipment was functioning, except the door lock. I am not sure what they chose to change. I was instructed they were changing batteries but the respondent now shares otherwise. Also concerning. 
  
  
  I am again requesting the cost of the camera. I will pay for the camera and door lock. I am not paying for a panel as mine was functioning. I am requesting this contract be dissolved as it was done so under false pretences with se****l discrepancies, including date discrepancies.

  
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  07/04/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  A salesperson from C***tol Security came to our house and told us that the Alarm Company we were using-- ******-- had been sold to C***tol Security. We believed him and had ******s equipment removed and C***tols installed. After a couple days ****** contacted us and told us that the agent from C***tol had lied.and that they were taking action against them. We then had ******s system reinstalled. At that time we were under the impression that no further action was required by us. Since that time both companies have been taking payments from our checking account. When we contacted C***tol they talked to the agent we had talked to and he denied having lied to us.They told us that we would have to pay out the contract which we refuse to do. Please advise us as to what we can do to resolve this issue. Thank you

  

  Business response

  08/04/2023

  We have been in contact with this customer prior to their posting this complaint, and st***gly contend with the veracity of their allegations.
  
  This customer had initially signed up with ****** Home, which, in June 2020, sold their customer base to *** *****. Our sales person knocked on their door and asked if the customer had seen anyone from ****** or *** in the last several years, to which the customer stated no. Our offer to this customer included the following:
  
  -Upgrade the customers’ existing system for free.
  -The customers rate would stay the same as what they were paying to ******
  -The customers monitoring and service through c***tol would be local and entirely in Canada if they chose to switch to C***tol
  -The customer would be charged $0 to sign up with C***tol
  -If the customer had anything remaining on their contract with ******, C***tol would buy out the agreement so that the customer could switch to C***tol and still honor their contractual obligations to ******
  
  The customer then signed a document which states the following:
  
  I, the Customer, understand that C***tol is in no way associated with my current security provider ******/***  for monitoring and billing services.
  
  I, the Customer, acknowledge that the C***tol Sales Representative has clarified that my current security provider is not bankrupt, has not ceased to monitor my account, that C***tol has not bought my account and that I am choosing to switch to C***tol for both billing and monitoring services.
  
  Following installation our customer service team completed a post installation survey to confirm all information with the customer verbally. Two of the questions asked at this time were:
  
  
  1.I understand that you are switching to us from another company, can I ask who is your previous provider? Because you are switching companies, did the salesperson explain that you need to contact enter their current company name to cancel your account with them?
  2.We want to make sure that everything is clear. You understand that we, C***tol  and Stanley, are in no way associated with your previous provider ? 
  You understand that the sales rep has clarified that neither C***tol nor Stanley have bought your account from ****** home?
  

  The customer replied in the affirmative verbally to both these questions. Consequently the salespersons version of this interaction is entirely confirmed by both the written documents as well as the customers responses to the recorded welcome call. We do not believe that our salesperson misled this customer in any way.
  
  As this is a public forum, we would like to address the remainder of this customers complaint here. We have many customers switch to us from competitors, in this case ****** Home. We have recently noticed increasingly aggressive retention strategies by ****** to convince customers that have switched to C***tol, to believe that they have been ‘scammed’ into doing so. C***tol currently has an active lawsuit against ****** Home for, amongst other things, misleading customers. ****** in turn, as the customer has mentioned, has filed a claim against C***tol in small claims court.

  
  

  Customer response

  10/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: The only reason this salesperson was allowed into my home is because he said that ****** had been bought by C***tol. As to me contacting ****** in regard to cancelling I was  told hat the paper I was signing was to allow C***tol to handle the cancellation and therefore there was no need for me to contact ****** myself. A few days later I was  contacted by ****** and was  told that they had not been bought by C***tol. I then  had ****** reinstall their equipment. Since that time we have been charged a monthly fee by both companies. In addtion to the monthly fee charged  Stanley has also sent me a paper bill asking  for 3 months  worth of   payments for    which they have already been paid even though they were not monitoring my home. I simply want out of the  contract with  C***tol. If C***tol will agree to this I will not request reimbusement for the monitoring fee.
  
  Sincerely,
  
  *** *********

  

  Business response

  11/04/2023

  We st***gly reject the customers' version of events. Speaking with the sales rep and looking at the documents signed by the customer, the only reference made by the sales person to ****** being 'sold' was in stating that ****** had sold this customers' account to *** *****, not C***tol. The customer then verbally acknowledged this, and signed a document stating:
  
  I, the Customer, understand that C***tol is in no way associated with my current security provider ******/ *** for monitoring and billing services.
  
  I, the Customer, acknowledge that the C***tol Sales Representative has clarified that my current security
  provider is not bankrupt, has not ceased to monitor my account, that C***tol has not bought my account and that I am choosing to switch to C***tol for both billing and monitoring services.
  
  
  The customer has a contract with C***tol which has certain obligations of which the customer is aware. We will not be canceling this customers' agreement without enforcing the early termination clause contained therein, and st***gly reject the customers allegations in relation to what was said about their previous provider.

  Customer response

  15/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:  The company rep. lied to me and is now lieing to his employer. C***tol has taken several months worth of payments from my chequing account even though their equipment is no longer installed in my home and they have not been monitoring anything. They have also sent me a paper statement requesting further payments for months that they have already been paid for. All I am asking for is to opt out of this contract. I do not intend to ask for a refund for services that were not provided. I simply want out of this contract.   
  
  Sincerely,
  
  *** *********

*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. ↩