ComplaintsforTitan Alarm Inc.

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have been a customer of ********************** since we purchased our home in 2014. We have always paid our bills promptly and without complaint. In return, we received satisfactory performance. Recently however, we have been having issues with our system. At first it was connectivity to our phones and then a connectivity problem to our wi-fi. I called to get non-emergent service about one week ago and this was set up satisfactorily. Then, this Saturday, the system went haywire. It could not be set or re-set. I called the tech support number and was advised they were closed until Monday. An operator did take my information and had a tech support person call me Sunday. He advised me that it would be very costly to have him come out. I was able to get the system back online except the smoke detector which kept on going off and on. When I called Monday, I was worried about the smoke detector and then the system. Titan was unable to send out a tech for a situation I thought to be emergent. They did say they could send one out in a few days. They also said the smoke detector would work even offline. I did not find that to be a true statement. So, I decided to go with another company. They, the new **** sent someone out on Tuesday. My concerns were further amplified that when the other company took Titan offline, it took almost half a day for Titan monitoring to send us a notification. I called Titan yesterday to cancel. I explained I was unhappy with their performance. They said ******** would call me back. She did today and told me she was going to hold me to payment for the remainder of the contract. We are paid through October and not seeking a refund. We only have one more contract quarter and I brought that up as being a poor response to the situation. It did not matter. She said they were going to charge me. That upset me. Granted we are only talking about $130 plus but it is the principle. They let us down by not performing prompt service and security as expected.

  Business response

  09/19/2024

  Dear ******************,
  

  Thank you for taking the time to share your experience with Titan Alarm & Fire. We truly value your feedback and are sorry to hear that we did not meet your expectations regarding your system's recent issues.
  

  After reviewing your case, it is clear that there was a miscommunication, and we deeply regret any inconvenience caused. We take customer satisfaction seriously, and while we strive to provide prompt and efficient service, it is evident that we fell short in this instance.
  

  In light of your concerns and to show our commitment to your satisfaction, we will not be holding you to the terms of the agreement. We will release you from any and all liability with Titan Alarm & Fire, including any outstanding contract obligations. You are no longer responsible for any future payments, and we sincerely hope this resolves the matter to your satisfaction.
  

  We appreciate the time you were with us and wish you the best with your new provider.
  

  If there is anything else we can assist with, please dont hesitate to reach out.
  

  Respectfully,

  
  *********************
  Customer Service Manager
  ********************** & Fire

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

  
  

  Customer response

  09/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled our service in writing on 12 April 2024 and offered to pay the balance due on a prorata basis. On 14 May 2024, ***************************** of Titan **************** finally responded and requested that I send them my phone number, address, etc. AND that my cancellation be effective 30 days more from 14 May 2024 which will obviously increase the pending amount due. Please note that Titan already has the information they requested on 14 May 2024 and this is an attempt to secure more money. Please tell them to honor my initial cancellation notification. They are insolent and unprofessional.

  Business response

  05/15/2024

  Dear ********************,

  Thank you for providing your feedback. We apologize for any confusion regarding the cancellation of your service.

  Upon review, we have noted that there appears to be a discrepancy in the dates of your communications. Our records indicate that your initial cancellation request was received on Friday. April 12th 2024, and we reached out to you via phone on Tuesday 4/16/2024 twice and 4/19/2024 as well and emailed on 4/16/2024, 5/6/2024,  and we received no response via email or phone from you until 5/13/2024. As of today, May 15th 2024, your account has been terminated effective immediately.
  

  Please be assured that Titan Alarm & Fire is committed to maintaining the highest standards of professionalism and customer service. We strive to ensure clear and timely communication with all our customers. Should you wish to review the phone records and email threads to verify our correspondence, we are more than happy to provide them. If you have any other questions or require any further clarification feel free to email me at ********************************. 
  

  We appreciate your understanding and wish you the best of luck. 

  
  Respectfully, 

  
  *********************
  Customer Service Manager
  Titan Alarm & Fire

  
  

• Initial Complaint

  07/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Titan Alarm forces their customers into a 5-year contract, something that is not currently done in any other service in 2023, and only allows a full contract buyout if the customer would like to terminate services, which is also not industry standard. I am moving out of state where Titan does not offer services (this is their fault, not mine) so I would like to terminate. Titan does not allow this. Titan is also non-responsive for customer service issues and over-charges for their menial services. I am happy to pay a nominal fee to exit my contract, but Titan will not entertain this. This is horrible customer service and I am being held in my contract under duress. This is beyond unprofessional.

  Business response

  07/25/2023

  Titan Alarm & Fire never forces customers into contracts. As with any contract, all terms are clearly outlined in the body of the document. We, as with any contract, explain to the customer the terms and the customer signature is affixed as their understanding and accepting of said terms. In this case we explained to **************, at the time she wished to cancel services, that the contract is binding and that she had agreed to the terms, which included being responsible to pay off the remaining contract should she wish to cancel early. Additionally, we have made several offers, at her request, to lower her monthly payments. We have gone back and forth with several different offers to help her lower her costs. We have made every attempt to assist **************, but she has yet to agree to a lowering of rates. We appreciate ************** as a customer, and have made several attempts to assist her financially, but we do hold our customers to the contracts they voluntarily sign. 

  Customer response

  07/27/2023

  This business operates using tactics I have not seen with any other service-oriented company. I am asking for a nominal buyout fee for this contract as this is reasonable practice in the industry. Titan Alarm operates on an island using 1980's sales tactics and contract enforcement. I have not seen this behavior from any other company in the current year.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My business insurance was up for renewal March 2022. They requested that all my ansul systems be review and updated. Titan Alarm handles our ansul systems per our contract. We've had some deficiencies in our system that needed to be fix before our renewal. During our this process, I've been giving excuses of why they couldn't send out proposals and/or why they're tech wasn't able to get the job done. Whether there was an emergency, waiting on parts, or just straight "we'll get back to you ASAP"; which never happens! It's April 2022, my insurance has been asking me for the fixes and we're paying extra to keep our insurance until that is done. It doesn't seem like anyone cares at Titan and that's fine. If they can't get it done in a timely manner than break the contract and allow me to seek other sources that can get it done. Finally, I've been getting email/letters from the city regarding deficiences. They said they would take it over from here, but I keep getting letters??

  Business response

  04/19/2022

  Recently our company's fire division has undergone some changes. I have stepped in as manager of this department to help affect changes so that incidents like this do not happen again. I would like to apologize for the way your account was handled in the past. I would also like to assure you things like this will not continue to happen moving forward. We did have our ansul company on site on Friday, April 15th to repair the deficiencies found with your system. Unfortunately we were closed that day for a company holiday, and nobody on site was able to put the account on test. We have rescheduled the test for this coming Friday, April 22nd @5am with you and we have already scheduled the test period at that time. This will be completed this week. Again, I would like to apologize for how your account has been handled up to this point. I will be taking a more proactive roll to ensure things like this do not happen in the future. - *******************************, Service Manager with Titan Alarm & Fire

  Customer response

  04/19/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************
  
   
  

• Initial Complaint

  01/19/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  May 26, 2021 was contract date system was installed 6/8/2021 Contract Amount $2,338.82 for equipment paid in full and $55.00 monthly for 5 years for monitoring Alarm and Surveillance system The system has not operated correct for and extended period of time since installed Company has been out numerous times and systems continues to have failures Yes Customer # *****

  Business response

  01/28/2022

  We have attempted several times to correct your issues, but you have demanded that we replace, at our cost, items seized by the police. When we explained that does not fall under your warranty, you decided you wanted to cancel. Then you decided that you didnt want to follow the terms of cancelation outlined in our contract, which you signed. I have been sent you an email offering you an email, quoted below, which you have yet to respond too.

  
  Your review was based on contract terms that you dont want to honor. That being said,  if you remove your reviews, and retract your complaint with the BBB, we will be more than happy to part ways without requiring you to pay any of the cancellation fees that you are legally bound to pay. We will part ways amicably at that point with no financial obligations from you. However, we will not be issuing a refund for goods/services rendered up to this point. Additionally, we will not provide our installation codes. We will however default the code to **** before we close your account. Once these reviews are down, we will be more than happy to let you out of your contract with no early cancelation penalty.

   

  
  

*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. ↩