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:05/01/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to cancel my service but there is no way to contact anyone

  Business Response

  Date: 05/01/2024

  Good day ****,

  You have sent us an email Jan 4/2024 to cancel your services.

  We have received it and responded back at 1:40pm this afternoon (Friday Jan 5/2024), and have processed the cancellation as requested.

  Should you have further concerns, please feel free to reach out to us via the same email: ***@**************.com

  Thank you,

  Lyn V.

  Senior Customer Relations Representative

  Business Response

  Date: 05/01/2024

  Good day ****,

  You have sent us an email Jan 4/2024 to cancel your services.

  We have received it and responded back at 1:40pm this afternoon (Friday Jan 5/2024), and have processed the cancellation as requested.

  Should you have further concerns, please feel free to reach out to us via the same email: ***@**************.com

  Thank you,

  Lyn V.

  Senior Customer Relations Representative

• Initial Complaint

  Date:03/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This serves as a warning to others who choose Counterforce as their alarm monitoring company. DO NOT USE THEM FOR MONITORING. **** ***** **** *****. All calls to customer service are futile. They are simply there only to deflect callers and to discourage future calls. They do not escalate any issues to managers or transfer you to the right department. They say they will escalate but that is a PURE ***. For 3 whole months I have emailed and called customer service and have not received any acknowledgement or response. My emails have bounced between different departments but have not received any response. This is appalling. Date of Transaction: Sep 1, 2023. Amount of money paid: 426.01 What is the business committed to provide you: To apply my bill payment correctly to the account and to remove all late interest charges. I have uploaded my proof of payment and credit card statement showing I paid on time but they have failed to apply it to my account. This has occurred two years in a row. Nature of dispute: Accounts Receivable Department, Dealer Accounting Account #: ******

  Business Response

  Date: 05/01/2024

  Good day ******, 

  Firstly, we apologize for the late response.

  The payment was found by our Accounts Receivable team, it was not posted to any account and was sitting in "suspense" due to lack of information or name on remittance.

  When there is no account number or invoice number, or it could have been the if the name on the cheque did not match the account name?  These type of things do happen, and customers sometimes forget to add an account number or the site address to which the payment belongs to if the cheque name is different then the customer premise name.  

  I will send you an an email with the update of your account this afternoon.

  We truly thank you for being our valued customer!

  Lyn V.

  Senior Customer Relations Representative

• Initial Complaint

  Date:15/11/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  $276 is annual monitoring charge, system is supposed to send signal verifying operation monthly. Counterforce’ has not been receiving test signals since June 2023 and did not inform me therefore monitoring that I paid for was not in force. When I spoke to agent on phone he told me that although testing is part of system in order to have the testing effectiveness monitored required an extra premium.doesn’t make sense and company never informed me of this.

  Business Response

  Date: 15/11/2023

  ******** ********** 

  Good day Mr **********, 

  Thank you for contacting us regarding your account.

  Any alarm system (like a car or any other appliance in your home) requires maintenance and due diligence from you, the customer.

  There are responsibilities involved in owning any type of electronic equipment. Should you have dropped your landline, you are to notify the monitoring station of such, there are also trouble lights that would show up on your system should any problem occur.  In any case it is the customer that must notify the monitoring station of any change of providers of services that would interrupt the signals from your alarm system to our monitoring station.  

  Counterforce works with many Dealers across the country, and our job is to monitor and bill for the alarm system on the Dealer's behalf, however there are many other options available to the customer such as notification options should your system fail or not communicate.  This is all dependent upon how it was programmed and what the customer   actually signed  to pay for.

  This information is clearly on all monitoring agreements from Counterforce.

  We will however as a Customer Relations gesture, reimburse you for any fee's outside of the period you were not monitored for.  This will take 6 - 8 weeks and a cheque will be mailed to the address we have on file.

  We truly value our customers' and apologize should you not feel you have been informed of the services we provide.

  Should you wish to contact us further, please feel free to reach out to us at ***@**************.com

   Trusting all is satisfactory, 

  Lyn V.

  Senior Customer Relations Representative 

  Customer Answer

  Date: 15/11/2023

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

  the company is suggesting that I made changes to my telephone provider, I did not make ANY changes to my provider, the company also suggests that there would be some alert visible to me, there was not. If the company had advised me that no test signal had been received I would have had the system checked . I had no way o knowing that the automatic monthly test signal was not being sent. The company’s assessment is wrong. Period
  
  Sincerely,
  
  ****** **********

  Business Response

  Date: 28/11/2023

  Good day Mr  **********,

  Thank you for the correspondence.

  We are sorry you feel this way, as explained in our response prior, those are just some of the instances your system may not communicate with the monitoring station; in any case it is you, the customer who should be testing the system on a regular basis.  You also have the option to contact your Dealer who would be the one servicing your system.

  A refund has already been sent for processing and will take 4-6 weeks and be mailed to the address we have on file.

  Thank you,

  Lyn V.

  Senior Customer Relations Representative

   

  Customer Answer

  Date: 28/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:25/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a bill in the mail this week for 253.81. The bill stated that this is my final notice. That is not accurate - this is the ONLY notice I have received. It is possible that my new ********** number is not registered with Counterforce. However, I should have been notified after the first month of payment was not received. I would appreciate notification by email when my payment is due each month. OR if I ever receive the phone call to return my phone call on August 23, 2023 I will provide my ****** **** number so that I can be directly billed. I will send a cheque for the above amount to cover the last few months.

  Business Response

  Date: 28/08/2023

  Good day *****, 

  Thank you for reaching out to Counterforce regarding your account.

  We have now set you up for e-invoicing, as your statements and invoices are not getting through to you via mail.

  The address is correct on our records.

  I will send you an email with your payment options and invoices that are outstanding.

  We apologize that you were not receiving your mailed invoices, as this happens automatically once a credit card declines. 

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

  Senior Customer Relations Representative

  Counterforce 

   

• Initial Complaint

  Date:16/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used to own a store 5 years ago and used counterforce for our alarm system. We have since closed the store canceled our payments and contract with them haven't heard anything nore billing have been taken from our account. 4 years later!! We got a call today regarding a balance owing of $1000+ or they ********** to bring us to collections if not payed within 10 days. We have moved and closed our business! There are new tenants at our old unit . Why is this happening ? It's been 4 years since we've canceled our billing with them and now they want money.

  Business Response

  Date: 17/05/2023

  Good day ********, 

  Upon review of your account, an email was received November 16/2021 to cancel your account.  

  The representative sent an email response back to you asking for more information in order to process your request. You have not responded back, therefore we were not able to process your request. Messages were also left for you to contact us.

  As a Customer Relations gesture Counterforce will adjust your final billing to reflect the November 16/2021 correspondence request to cancel.

  Once our billing department has adjusted the amount on the account you'll be emailed your final bill which is payable.

  The account has been placed on hold with the Collections department to give time for you to pay the final adjustment invoice.

  Regards,

   

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

  Senior Customer Relations Representative

  Customer Answer

  Date: 17/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: we have not received any email or phone call and I have not changed my personal phone for you not to contact me from years ago. I would please appreciate it if you would show proof of these emails. As well as what other information would you possibly need that you say you couldn't cancel our bill back in 2021. If we've canceled all payment through you ans through our banking why are you claiming we owe you money. This is not right.
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 25/05/2023

  Good day ********,

  Please see attachment of original response sent back to your email of Nov 16/21.

  Our offer remains, the file will close at Nov 16/21 and a final bill will be issued.

  Thank you,

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

  Senior Customer Relations Representative

   

  Customer Answer

  Date: 26/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: we've contacted the company to cancel since then and honestly we know for sure you guys have still taken charges from us even passed that date. We only then had to change our banking. Which doesn't seem fare. We'd like to not have to pay and you keep whay you've already taken too much from us from the original cancelation date. All we ask is not to be contacted and not go through collection since we've hadnt been in Buisness since then. We've actually passed on that file to the new tenant who took over right after. Please ans thank you.
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 29/05/2023

  Good day ********,

  We are closing any further communication as there is nothing further we can accommodate you with.

  Regards,

   

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

  Senior Customer Relations Representative

• Initial Complaint

  Date:12/04/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a customer of Counterforce for more than 4 years. I canceled the services effective February 2022, including the pre-authorized payment plan that was in place while the service was active.. Regardless, Counterforce continued to deducted monthly payments from my bank each month from February 2022 to March 2023 inclusive. I contacted Counterforce each month from April 2022 to March 2023 inclusive to sort the matter out and each time Counterforce acknoeledged that the deductions were in error and that all amounts deducted in error from February 2022 onwards will be reimbursed. In October 2022 I was finally told that a cheque for the reimbursement from February 2022 to October 2022 was printed and sent for signature and that it should be received in 4- 6 weeks. I was told the same in November and December 2022, January, February and March 2023. By then I was owed full amount deducted for the past 14 months. No reimbursement has-been received to date.

  Business Response

  Date: 14/04/2023

  Good day ***,

  Thank you for reaching out to us.

  The refund should be processed and mailed out towards the end of next week or sooner.

  As a reminder, Counterforce is not taking your money, You have a payment setup at your bank that we have advised you to contact them regarding.    Please do so, as this situation will not stop until you contact your bank  and have them cease payments to Counterforce.

  We thank you, and trust this is the information you are looking for.

   

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

  Senior Customer Relations Representative

   

   

  Customer Answer

  Date: 19/04/2023

  
  Complaint: ********
  
  I am not satisfied with this response because:

  1)  This is just a repeat of the responses I received from Counterforce for 10 consecitive months without them following through with their promises to refund the 14 months of inappropriate deductions totalling $506.24.

  2) A few days prior to my initial complaint to the BBB, Counterforce refused my bank's request to refund me the amounts inappropriately deducted from my bank account. As such,  and this around, I would appreciate some assurance that the company will actually refunded the money to me either by cheque or deposited back into my bank account and the deadline by which the payment will be received.

  2) Prior to my initial complaint to the BBB, and with the assistance of my bank, drastic steps were already taken to ensure that Counterforce's inappropriate demands for payment of a non existent  servive were no longer honored. Counterforce's records should already show that the bank is no longer releasing further funds to them.

  Your assistance in resolving this matter is muck appreciated.

  Regards.

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

  Business Response

  Date: 24/04/2023

  Good day ***,

  Regarding ******

  A refund was processed April 17/23 for $398.60 and mailed to the address we have on file. 

  Counterforce is not taking your payments, it is the arrangement you had made with your bank/financial institution that you must stop on your end. 

  You have two more payments that your bank sent to Counterforce, one in Feb, and one in March/23 which will also be reimbursed. The total for this refund will be $72.32 and will take 4 -6 weeks and be mailed to the address we have on file. 

  Thank you,

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

  Senior Customer Relations Representative

  Customer Answer

  Date: 25/04/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I have received the cheque noted above and is looking forward to receiving the remaining $72.19.

  Thank you for your assistance resolving this matter. I strongly believe the company would not have responded or refunded the amount without the intervention of the BBB.

  Thanks.

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

• Initial Complaint

  Date:22/03/2023

  Type:Product 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.

  After using the service for 6 years, I cancelled my contract with Counterforce. I had paid the full year and cancelled after 3 months of that paid year. On the phone, I was told they would keep 3 months as administrative fee, and I would be reimbursed the last 6 month of the unused payed contract. After several phone calls (on hold for several hours, left a « call-back number several times, left messages), I was told they do not reimburse anything. Unfortunately, I do not have the name of the person who told me about the reimbursement. What kind of service is that!!!

  Business Response

  Date: 22/03/2023

  Good day *******, 

  Thank you for reaching out to us regarding your account. 

  Upon review of the account, there are no notes from any representative indicating any refund.

  We do not hold any (3 month administration fee) or charge  to our customers, I do not know who would have advised you of such.

  After speaking with Management, Counterforce will reimburse you from the date you cancelled the service, which was August 10/22.  ( This will be a refund of $167.87)   Counterforce does not refund, as customers are obligated to the annual renewal, however will do this as a Customer Relations Gesture. 

  Just an approximation of time, this cheque may take 4-6 weeks to process and will be mailed to the address we have on file.

  We have hopefully addressed your concerns, and should you have any further questions you may email us at ***@**************.com

   

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

  Senior Customer Relations Representative

   

  Customer Answer

  Date: 22/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:21/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I don't think I have been billed for some time and I don't want to have a large past due amount. This has happened before and I want it corrected please. I am not liable for any interest payments since I have not been billed. Thank you

  Business Response

  Date: 21/03/2023

  Good day,

  Thank you for contacting us regarding your account.

  The invoices on your account have been sent via email on your file: ******************com

  Should this email address not be current, please send us an email to update your account to ***@**************.com , and we'd be happy to resend to the new address.  There are no late fee's charged on your account.

   

  Regards

  Lyn V.

  Senior Customer Relations Representative

• Initial Complaint

  Date:01/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have consistently had billing issues with Counterforce. Our account number is ******. The latest is we made a payment of $79.10 on Feb. 2, 2023 via e-transfer using ***** **** ** ****** using the same settings we have used before, which include the Counterforce account number. This should have brought us up to date, i.e. fully paid. We just received an invoice dated Feb. 12 (ten days later) which shows an opening balance of $79.10 dated Jan. 13 and additional charges of $39.55 for a total of 118.65. Our Feb 2 payment was not credited. We have just paid the latest 39.55 fee so we should be up to date again. I have attached pics of the invoice dated Feb. 12 and a screen capture of part of our online banking info that shows we paid Counterforce 79.10 on Feb. 2. We are tired of the billing errors and now we are being ********** with a collection agency. We tried to contact Counterforce by email using their web site and it has so many bugs that we could not send our message. I have included a screen shot of the error messages that obviously have no relationship to the respective form fields. It just demonstrates how unprofessional this company is. Please help us get the billing error straightened out. Maybe if enough people complain to the BBB, they will correct their accounting (and web site) deficiencies. Regards, ******* *****

  Business Response

  Date: 02/03/2023

  Good day *******, 

  Thank you for bringing this concern up with us, we apologize for the account not being updated with your payment.

  Due to a technical error in the posting system (which has been rectified now) the payment were being posted late.

  Your payments will get posted, and will send you an email with your up to date account status.

  Should you have further concerns, please feel free to reach out to us at ***@**************.com or 1************

  We value you as our customer and will do our utmost to ensure this does not happen again.

  Regards, 

  Lyn V.

  Senior Customer Relations Representative

   

• Initial Complaint

  Date:21/02/2023

  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.

  Cancelled my service with counterforce in 2021. Called to get a final payout amount and sent a money order in Jan 2022. My error was not putting my account number on the money order so this money was in a limbo account. Aug 2022 I received a collection notice for counterforce. I call them, get copies of the cashed money order and it is determined that I had overpaid by about $130. They assured me that a refund cheque would come in 4-6 weeks. That was oct 2022. I waited 10 weeks, called and was told it was not yet processed, give them over the christmas holidays and call back. I waited til the first week in jan 2023, called and was told it was not yet processed, give it two weeks. I waited 3 weeks and called again...not yet processed. I called again feb 13 2023 and was cc'd on an email to the department that is supposed to process refunds. And waited another week. Feb 21 I called again and was told it was not yet processed and that another email would be sent but i refused to accept this as i have already been told this several times. I was transferred to a different department, told my whole story again and was transferred back to the original department where I waited on hold for over 1 hour 30 minutes before I hung up in frustration. What do I have to do to get the money that I am entitled to back?

  Business Response

  Date: 22/02/2023

  Good day *********, 

  Thank you for bringing this to our attention.

  We apologize for your frustration in the lengthy time it has taken to have your refund sent to you.

  Correspondence has been sent to Management with regards to your request, and you should be getting your refund mailed within a week.  

  Again, our apologies that your refund was overlooked, or missed.  We have acknowledged that you are due this money and will ensure it gets processed this week.

  Should you wish to reach out to us, please send and email to ***@**************.com or call 1800-591-7374 for Customer Relations Department.

  Regards,

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

  Senior Customer Relations Representative

  Customer Answer

  Date: 02/03/2023

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

  As of March 2, still nothing received. 

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

  Business Response

  Date: 23/03/2023

  Good day *********, 

  Thank you for calling yesterday.  I have spoken to Management with regards to your refund.

  The refund cheque was updated in our systems March 21, 2023, Cheque #******* for $130.96 . You should be receiving this by Friday, Monday March 27/23 latest.  

  Please feel free to reach out to me, or email to ***@**************.com

  I will try to call you this morning for re-confirmation of our communication.

  Best,

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

  Senior Customer Relations Representative