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:03/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** promised per our contract to payoff the buyout contracts from previous security system company ****** and Citizens totally almost ***** back in September 2024, we have reached out to them numerous times in the 6 months and provided all documents needed for them to pay these off as promised, still today this has not been done! Vivint and citizens are now taking me to collections for their money and has ruined my credit. Also a ****** referral program was promised as my referrals signed up, still have not been paid for my referral. Stopped referring people because they are doing business badly for us and I refuse to put anymore friends or family in this danger zone. Please help us resolve this, we have requested to speak to management and never have been able to as they claim to be busy and dont want to help resolve this issue- they will not even return calls as promised.BAD BUSINESS!

  Business Response

  Date: 03/14/2025

  Hello, 
  Thank you for affording us the opportunity to address any issues you may have encountered. We would be pleased to discuss each point you have raised with us. To commence, we have dispatched a check, which was delivered on March 4, 2025, to cover your buyout in the amount of $3,003.12. Based on the remaining balances you provided, we have issued payments of $1,466.52 to Citizen and $1,563.58 to Vivint. You submitted the amounts required to settle your previous balance, and we have issued a check for those payments to be facilitated.
  Regardin the referral, we will thoroughly examine your referral. If the amount of $250 was indeed promised to you for this referral, we will ensure that such commitments are honored.  
  Thank you, 
  ASG Security
  
  

• Initial Complaint

  Date:02/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/19/24 The ASGTech's (dba CCtv) pretended to be my mother's current security monitoring service, Brinks. Stated that they needed to update her system and could provide her security cameras for $8.00 more a month. They called me as my mom's secondary--so she doesn't fall for a scam--I failed. I asked the question--So you bought out Brinks, what is the new name? They flat out lied. I gave them the go ahead to add the cameras. They were to add the cameras, update the software and panel install a ring doorbell and told my mother they would give her $200.00 as an incentive for adding the cameras and the doorbell. They installed the cameras and said they would be back on the 22nd to install the doorbell and the panel on Friday. While they were at the house they used their own tablet and asked my mom for information--so they could update her ******* account--they hooked into her WIFI for the cameras. What they really did was have her take out a loan for $5,500 at 8.8% for 180 payments-This was then tied into an automatic payment to her checking account that would equate to $55.00 per month. Basically, $8.00 more than she was paying for Brinks. For the scam to work, the tech needed to have ****** cancelled but he failed to do this, therefore, I was able to see what I thought was double-billing by ******. When I started making phone calls is when I discovered what actually was going on. The loan could only be cancelled within 3 days--that is why the tech stated he would be back on Friday so we wouldn't be able to cancel. I have tried to work this out with *** and they keep saying they will get with me. They have made multiple promises to finish the install but never show up. I also provided Brinks with this info so they can stop this from happening to their other customers. So in summary they had my mom take out a loan, took the money and provided her no service-just 4 cameras plugged into outdoor outlets.

  Business Response

  Date: 03/06/2025

  Hello, 
  We appreciate your bringing these matters to our attention. The current situation does not align with our standards of business conduct. Should the opportunity arise, I would be eager to fulfill all the commitments made to you. I would arrange for a technician to conduct the installation. Additionally, if you could provide us with your cancellation notice and the remaining balance from your previous provider, we would be pleased to cover the entirety of your buyout to prevent any instances of double billing. 
  We endeavor to provide you with the utmost care and to adhere to our commitments. There will be no additional charges incurred, and I will ensure that arrangements are made promptly and communicated to you without any further delay.
  
  

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair 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.

  Please see attached

  Business Response

  Date: 02/24/2025

  Hello, 
  Thank you for your inquiry and for bringing these matters to our attention. I will address all your concerns in this correspondence. I can confirm that we provided service to your account as of January 2, 2025. It appears that you have been in communication with us on multiple occasions since January 15, 2025, indicating that contact has indeed been established. Furthermore, we attempted to reach you to schedule a service appointment on January 22, 2025; however, we did not receive a response and left a voicemail message.
  Having stated that, I am prepared to cancel your monitoring agreement; however, I regret to inform you that I am unable to issue a refund for the amount of $14.99 for February. Consequently, please consider your alarm monitoring service as cancelled as of today. 
  Thank you, 
  ****** *******
  
  

  Customer Answer

  Date: 02/26/2025

   
  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:01/15/2025

  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 have several issues currently with ***, that has begun from the sales tactic and continued through installation, and is currently on-going.1. When the product was sold to me, I was told that I just pay the $55 per month for the equipment, and $10 per month for the monitoring, which equaled the same as what I was currently paying ($65/month) for ADT. I said that is a great deal, but how does that work? I don't want a hard inquiry on my credit report. I was told, it is a soft pull on credit, and doesn't impact credit. I pulled my credit report this week, and saw there is a hard pull. Not to mention, I now have taken a loan from a company called **** for over $5000, with a high interest rate where $41 of the $55 per month goes to interest.2. I have had multiple problems with the additional panel, and had a technician come out four times to fix. In the meantime, I continue to get error codes on a bad battery. I called Technical support multiple times, and often have to wait a long time for the agent to respond, and then often no response. In October, and November, I have call records showing I called technical support to get these fixed, was told I would have a technician call me to schedule, and never received calls. After the holiday, this month, I called again. Two days later I received a call from a technician to schedule and am told I need to pay $75 for a service call.3. I was told battery's will last up to ten years, which now I have bad batter codes for a sensor (5 months since install, and need to pay $75 for tech), and get multiple no-supervision codes and errors on other transmitters including my smoke detector.I was lied about my credit report, I was mislead on how the $55 dollars is calculated, I have had nothing but troubles with the system since day one without full resolution, and am now being charged for service calls. I have asked twice for a manger call, with no response (and was told there is no way for me to contact)

  Business Response

  Date: 01/27/2025

  Hello Sir, 
  I want to ensure that I address all of your concerns and provide you with the best possible support. To begin, I noticed you expressed uncertainty about the way the agreement was presented, specifically regarding the loan with ****. We conduct three separate calls during the process. The first call occurs prior to the installation of the system, where we thoroughly discuss all financing terms and clarify that you are entering into a loan with ****. You participated in this call and agreed to all terms. After the installation, we conduct a second call to review the terms and rates of your loan, during which you also confirmed your agreement. Lastly, a third call was arranged in coordination with **** to go over all the details of the loan, which you successfully passed as well. 
  We understand that you have received service for your panel, but it appears that the issue remains unresolved. Our priority is to ensure your satisfaction. If you were charged the $75 service fee, we can refund that amount. Additionally, we will arrange for a technician to come out and replace the panel at no cost to you, to ensure everything is taken care of.
  You also requested a call from a manager. Please feel free to contact us and ask for Nicho. He would be happy to discuss your concerns with you personally. 
  "Please let us know if there is anything further we can assist you with. We are committed to ensuring your satisfaction and demonstrating why we are a great company to be part of
  
  

  Customer Answer

  Date: 01/28/2025

   
  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:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AUG 4, 2024 was signing and installation.Our original security company ****** was not a company to stay with and one of the *** company salesmen brought up on how good the company was, equipment, and service. Well the only good service was the installation and quality of the equipment. Service is terrible and it's now 3 months and still dealing with the switching over. So I'm now paying for 2 companies, both which really are disappointing. As per contract *** said they would buy out ******, 3 months later still no buyout. I'm going to pay off the other company before anything done. I called two other times and the last followup stated it would be taken care of in the next week...still waiting. Asked to speak to a supervisor, and told one would call us back..still waiting. Made another call and surprise nothing still done and no supervisor call. I sent in the required payoff *** said they received it in OCT and went to financing. We have it in black and white about the buyout. I asked about are they just going to cut me a check since I'm the one paying it off because ASG cannot? I wanted to go with a reliable company and this one is turning out just as bad as the other one. Can anyone really even help? *** does not take care of their customers and lies to them. The company fails to abide by their promises.

  Business Response

  Date: 12/11/2024

  Hello ************* understand you are frustrated with the delay in receiving your buyout check. We greatly appreciate your patience during this process.
  Im pleased to hear that the installation went smoothly and that you are satisfied with the quality of the equipment. At our company, we pride ourselves on being dependable and keeping our promises.
  After reviewing the documents you provided, I confirm that we have issued your buyout check in full as promised. In addition, we would like to extend an offer of six months of complimentary monitoring services to ensure we continue supporting you.
  We sincerely regret any inconvenience caused by the delays, and if there is anything more we can assist you with, please do not hesitate to reach out. We are committed to being the best partner for you.

• Initial Complaint

  Date:11/18/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was approached by a sales *** in February 2024 stating he worked for an alarm company owned by ********* - to sell an alarm system. I already had an ADT alarm that I was happy with but needed a doorbell system. I was told by the *** that they could install the doorbell and switch me to their alarm system. I was told that the system would cost ******* and that I would have it paid off in 10 years. When it was installed the doorbell never worked. I called to let the sales *** know it wasn't working and was instructed to call the company and tell the company that I was happy with the service and that it worked well so that I wouldn't have to redo paperwork and then they could fix my system. As soon as I made that call I stopped hearing back from the sales ***. I was told that ********* owned the company and I trusted in that. I have made numerous attempts to call and have this fixed with no resolution. When I called to say I wanted to cancel I had a call back within minutes just to be told that I was in a contract and they will get their money. No assistance with the system that never worked. I have texts with the sales *** stating that the system didn't work and them instructing me to say it worked so that I could get the help that I needed to fix the system. A neighbor directly across the street is having a similar issue. He has also made numerous calls to the same sales *** with no return calls and no resolution. I stopped paying for this service because it never worked. When I stopped payment they put a lien on my property. I feel that this scam company never delivered their end of the contract and I should not be held to paying for a system that has never worked that would take 30 years to pay off the way they financed it instead of the 10 years I was quoted.

  Business Response

  Date: 11/26/2024

  Hello Sir,
  I would like to ensure that I address all the issues you are experiencing. I apologize for any confusion regarding our relationship with *********. To clarify, we are not owned by *********; rather, we are an authorized dealer of ********* products, which allows us to collaborate with them as a partner. 
  The total price for your system, as you mentioned, is $5,758.50, with an interest rate of 7.99%. We conduct a welcome call with all our customers to ensure they fully understand the terms before the installation of their systems. This process was completed with you, during which you agreed to the aforementioned terms. Furthermore, during that call, when you inquired about canceling the agreement after two years, we clearly communicated that you would need to contact the finance company to settle the balance, and you acknowledged this information.
  In regard to the servicing issue, we initially attempted to schedule an appointment for your service; however, you indicated that the appointment would need to be arranged upon your return to town. Subsequently, when you contacted us again, we extended offers on two separate occasions to dispatch a technician to address the problem which you refused. 
  If you were to make only the minimum payments, this agreement with your financing institution would require approximately 15 years to be fully satisfied, which is significantly shorter than the duration you are currently suggesting. It is important to note that there is no prepayment penalty associated with this agreement, allowing you the flexibility to pay off the balance at your discretion. Furthermore, please understand that the lien on your property was placed by the financial institution as a result of your failure to meet your payment obligations to them.
  Upon reviewing your account, we have confirmed that you are currently on a month-to-month agreement for monitoring services. You may cancel this service at any time; however, please be advised that you will remain responsible for fulfilling your financial obligations related to your equipment. If you require assistance, we would be pleased to arrange for a technician to address the issue with your doorbell at your earliest convenience. Kindly inform us if you would like to proceed with this service.
  
  

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22566951
  
  I am rejecting this response because: *** says they are only an authorized dealer of ********* products. The internet says that *** and ********* are trusted partners.  *** sends ****** to my home and lies that he works for *********. *** seems to care less about that part - Most other companies would try to fix this ASG just said we have a verbal contract and you will pay us.  They sent me a letter that has the total amount, the monthly payment, the account number, but does not show the interest rate anywhere - which is 7.99%. All I want is for ********* and ASG to go away, and to do the right thing here. How is this company still in business with the hundreds of complaints to the BBB? This doesn't seem right or moral. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 12/13/2024

  Hello, 
  We would like to clarify that we are an authorized ********* dealer. Our intention is not to deceive, and we genuinely care about each of our customers and are committed to providing the best service possible. The amount sent to you reflects the balance due, as there was a stop payment initiated for our services. Typically, we would not proceed with any service while a balance is overdue, but we are eager to assist you and honor our commitment to meeting your needs. We look forward to promptly taking care of your service requirements. 
  While you indicate that the 7.99% is not reflected in the documentation, it is, in fact, included in the materials provided at the time of your enrollment with the financial institution. Additionally, we conduct both pre-installation and post-installation calls for every customer whose annual percentage rate exceeds standard terms, ensuring that all details are thoroughly comprehended.  
  I assure you that if you were to investigate our standing with the Better Business Bureau, you would find that we do not possess hundreds of complaints. We would greatly appreciate the opportunity to demonstrate to you the excellence of our company. Furthermore, we would be pleased to arrange a service appointment to ensure that your needs are met to the best of our abilities.
  
  

• Initial Complaint

  Date:08/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have requested termination of my Alarm Monitoring Agreement without penalty for future payments.I purchased my *** Home Alarm from you last year with a term of 72 months @$9.99. I paid for the equipment without financing.We have had a malfunction in system for some time. I have issued multiple trouble tickets for malfunctioning equipment through Alarm.com, phone calls and emails, but received no response.Thirty days ago, I placed a service request to add fire protection with a smoke alarm. I have called multiple times to request a schedule date. *** advised a service technician is not available and never returned my request for a date.I have removed the *** home security system and installed another system to provide adequate home protection.

  Business Response

  Date: 08/27/2024

  Hello, 

  We have come to an agreement with this customer on their cancellation and they are now getting cancelled. I hope you the best on all your future endeavors. 

   

• Initial Complaint

  Date:08/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got my system Jan 26th. I was told it was a direct cross over of my old system. Every time I asked about something my system did they said their system did the exact same thing. Well that was all not true. From the day it was installed I knew it was not a direct crossover a lot of the things I was promised was not true I called and emailed on the 26th and said I wanted them to take their stuff back, mostly because the locks didnt work as promised. My *** calls me the 27th and says he would ***lace my locks with there locks and someone would come on the 30th I text him the 29th and explain the camera also do not work as promised and I just want them to take their stuff back. The 30th someone comes to change the locks anyways. He came to fix two locks and look at the camera he hooked up. I told him not to bother fixing anything but the front door lock because I didnt want the system. I also called my *** four time and text him asking why someone was here when I already told him I do not want the system. I also sent a letter to cancel. The finance people call and I also explain I do not want the system. I also email them again I do not want the system I still havent heard from anyone so I call the 1st and they try to say I never asked to cancel. When I said yes I did and showed how many times Ive contacted them. He says oh I see it now then tells me I have a 200 dollar cancellation fee, I canceled before the three days was up! I explain this and he tells me they will call me back. I email them all the screenshots of me also telling my *** I dont want the system and Ive now emailed them three times and no one has yet to call me. All I want is for them to take it and give me my old system back. It doesnt work for my family. The installers dont even respect your things. They installed a camera in my garage used my extension cord across the room where we walk. They threw away my old camera system. I just want them to put my old system back up

  Business Response

  Date: 08/14/2024

  Dear Customer,
  We deeply regret that our system did not meet your expectations, as providing subpar service is not our standard. To ensure accuracy, we affirm that your system was installed on July 26th, 2024. While we firmly believe in the superiority of our system over others, we fully respect your preference for your previous system.
  I understand that your request for cancellation was urgent. However, our standard procedure requires a thorough process to ensure quality service. Although we were able to promptly process the cancellation, we also endeavored to showcase the value of our product in an effort to retain you as a valued customer. This explains the slight delay between your initial contact and the final cancellation.
  We have successfully processed your cancellation request and coordinated the pick-up of the equipment as per the agreed schedule. We appreciate your patience throughout this process and extend our best wishes for your future endeavors.
  
  

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22098738
  
  I am rejecting this response because:

  My issue still is not resolved  

  I had an appointment Friday the 16th and no one showed up  

  I emailed you guys and got no response  I called three times and left my number for a call back and no one called me back  

  I would think you would had called me right away when I said your technician didnt come  

  I also shouldnt have to pay 200 dollars for you to take your equipment back and then you dont even put my old stuff back  

  so I have to pay 200 dollars again to get my old system up  

  I was told this was risk free if I didnt like it you would come take your stuff and put mine back up  $400 dollars is not risk free 
  

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

  Business Response

  Date: 08/27/2024

  Your account was cancelled and the equipment has been removed and you did not pay the $200. As well we are sending you a check to cover a cost of your doorlock. I wish you the best on your future endeavors. 

• Initial Complaint

  Date:06/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 13 2024, I signed an agreement with ************************ ASG SECURITY to install an alarm system thru electronic signature. On May 16 I went searching for a written contract. On the internet I found two contracts. One from ASG and one from Aqua Finance. I DID NOT SIGN THAT CONTRCT WITH AQUA FINANCE. In fact, I never heard of Aqua until May 16th. I called Aqua to cancel. When another ***** told me that only *********************** at ASG security could cancel. I WAS APPALLED. I sent notice to cancel to Aqua Finance and ASG within the cancelation time-limit. May 28, I had a conference call with Ms. ********* ASG Solutions and a representative from ADT where ************* verbally accepts my cancellation and would get back to me regarding removal of ASG equipment. They have not complied. (***, ASG c/s sent *********************** to my home to bring ASG's acceptance of my cancellation and remove ASG equipment. Instead, he came with deals to offer me. He went on and on pleading with me to accept a roof camera and lower price for the equipment. I repeatedly told him NO. *********************** began to get irritated, short and angry and I recognized the potential here for violence, so I told him to install the camera just to get him out of my house.I reported to *** and ask her to send him back to remove equipment and inform him that I want no further connection with ASG Security. When he called me and asked me what's going on. I told him I agreed to let him INSTALL THE OUTSIDE CAMERA JUST TO GET HIM OUT OF MY HOUSE!! He got very angry. and began calling me names. Then he began acting like a five-year-old spoiled brat. He yelled, "What am I going to do? I don't know to do. I'm not going to remove that equipment! I will be 82 years old and was recovering from hip replacement surgery when I met ASG Security. They lied to me and deceived me while I was physically and mentally compromised ask ASG to schedule a time to remove their equipment or explain. ***********************

  Business Response

  Date: 06/13/2024

  I regret any dissatisfaction you may have experienced with our sales team. Our standard procedure involves two calls to acquaint clients with Aqua's services as a finance company and to review the terms. Additionally, clients are scheduled for a call with Aqua where the details are reiterated. It appears that you engaged in all three calls as required.
  We arranged for our representative to visit you in an attempt to salvage your business. However, following the completion of our efforts, we proceeded to cancel your system and retrieve your equipment.
  The matter has been resolved, and no further action is necessary. Thank you for your time, and I trust you have a splendid day.
  
  

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21785138
  
  I am rejecting this response from ASG Security because:

  The response is simply false. Since the initial contact with ASG and the sales representative (***********************), in my opinion, ASG has done nothing but deceive and manipulate information in order to get the sale by any means necessary; even if it means to be deceitful, purposefully manipulate and exclude information and take advantage of people in a vulnerable situation. Since the initial visit, I have kept a detailed account of everything that has transpired since. I never engaged or was even invited to engage with ASG or Aqua Finance in any procedural calls to be acquainted with the terms and details regarding this business transaction. After initial contact with the sales representative (***********************), it was I who had to initiate first contact with Aqua Finance. I was prompted to do so due to the extremely high price of equipment with no itemized list provided, even after requesting multiple times, and the extremely unprofessional and manipulative sales tactics used by the representative. My initial contact with Aqua Finance was made in an attempt to cancel this transaction as soon as possible. I was met with the response from Aqua Finance that "They cannot cancel this transaction, only the representative with ASG can." In my multiple attempts to cancel with ASG directly, I was given the run around, untimely responses, or no response at all. In settlement, I would prefer a complete explanation for the actions taken during this business transaction, including dates and times and a figure of $10,257. If any additional information is needed on my behalf, I will be glad to provide. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/26/2024

  On May 13th, we conducted a pre-verification call with you to discuss the details of the loan and to confirm that you were the individual who signed all the agreements prior to any installation on the system. During this call, you expressed your understanding of the two distinct payments and confirmed your agreement to the terms. Subsequently, following the installation, we had another call with you to review the loan terms, during which you reaffirmed your understanding. Additionally, it was necessary for you to engage in a call with **** to discuss your loan details before the account could proceed further. In total, we made three calls to ensure that you comprehended the loan and were fully informed about the terms and conditions.
  Following the visit by our technician on June 6th, all of our equipment was removed, and your account with both our company and Aqua Finance was canceled. An email confirming the cancellation was also sent to you. As a result, you no longer have any existing agreements with us or Aqua Finance, and we have released you from your obligations with both parties.
  The issue has been successfully resolved as your account with us has been terminated in accordance with our policies, and all services have been canceled upon the return of our equipment, which has been completed.
  
  

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21785138
  
  I am rejecting this response because: ASG Security has not yet notified Aqua Finance to cancel this contract.

  I called Aqua Finance this morning to verify, spoke to ***** who said the contract was still active with a balance of $5445.54.

  I would like to receive a monthly statement from Aqua Finance reflecting a ZER0 balance and the date and time of the cancellation.

  I am grateful for ASG finally realizing the intelligence to cancelling this contrac.t They also need to notify Aqua Finance.

  I will reject ASG Security's response until I receive verification.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/17/2024

  Hello Sir, 

  We are working with Aqua right now and will have something sent to you with it being cancelled on there end. Thank you for your patience in the meantime if anything is charged to you by them please let us know and we will get you refunded for the amount. Once again thank you so much for your patience in this matter and we will have you cancelled out of Aqua and send you confirmation as soon as it is finalized. 

  Thank you, 

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

  ASG Security

  COO

• Initial Complaint

  Date:10/19/2023

  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 a 79-year-old women who has an existing security system which is ADT. An employee by the name ******************* of ASG Security falsely claimed he was an employee off my current security system. He Installed a square box that was supposed to be my "alarm system". I called the companies finance department ISPC to cancel my purchase they informed I could not cancel the service because it has been after 3 days of the cancellation period. I am being charged $4027.10. That is $40 a month for a regular payment, including a $27.10. When I called customer service I spoke to a woman by the name of ***** or ******. When I asked for her last name, she informed she could not give me that information. When I asked for her manager, she stated her manager was on call and I could leave a voice message. I explained to her that, I felt she was taking advantage of me as an elderly woman. I also asked if she could please email and explain the situation to the manager she refused to help me. I asked for the managers first and last name. She told me the woman's name is ******** but would not give me her last name. She gave me and call back number *******************. Everytime I call I get the run around.

  Business Response

  Date: 03/06/2024

  Hello,
  I apologize for any misunderstanding that *** have occurred regarding our representative claiming to be from your previous company and any confusion about the payments with the finance company and us, the monitoring company. Before dispatching a technician to install the system, we conduct a customer verification call to ensure that all essential details are correctly understood. Moreover, we follow up with a second verification call after the installation to confirm that everything has been executed to the customer's satisfaction. This process is essential to our commitment to providing exceptional service and ensuring our customers are entirely satisfied with their systems.
  Upon conducting an investigation, it was ascertained that during the customer verification call, the customer was queried about their personal financial decisions to ensure we were not taking advantage of any elderly customers, to which they had responded accurately. Furthermore, the customer was duly informed about the two different companies and the amounts for both those companies' ISPC, as well as our monitoring agreement. It should be noted that the amount charged is not $27.10, but rather $9.99 per month for monitoring, which was reviewed during the customer verification call, and subsequently agreed upon by the customer. In addition, the customer was asked if they comprehended that the sales representative and we were not associated with ADT, to which they provided a clear and correct response.
  It has come to our attention that the majority of the complaint pertains to interactions with ISPC, a third-party company that we have no authority over. We acknowledge that the customer had reached out to us and we provided assistance for all her concerns. We went the extra mile to offer a lifetime warranty on all equipment to ensure her satisfaction with our services. In light of these circumstances, we regret to inform you that we cannot honor any cancellation or refund requests.
  Thank you, 
  ASG Security