Complaints

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  11/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  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

  10/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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
  
  

• Initial Complaint

  08/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  -Date of transaction: June 21, 2023 -Amount paid: $4000 -Business was committed to provide an upgraded security system and a lower price than our current provider -ASG did not follow through on any promises to return the next day to show us how to use the system and assure that all our equipment was connected properly. Also the contract states we pay a monthly monitoring fee and a monthly equipment fee, but that it is month to month, which is not the case as well. The sales rep also said there was 0% interest and then we received a credit card in the mail with a ****% interest rate.-We have contacted them multiple times and after we requested they take the system back, instead sent someone out once, but he did not resolve the issues. We requested that they take out and they cancelled the monitoring, but said we bought the equipment and they would not take it back.We do not have an account number, they use our address ************* when referencing the account.

• Initial Complaint

  08/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 5/10/2023, we signed a 12 month agreement with ASG, at the rate of $9.99 per month. All information and signatures were entered in on a cell phone, making it difficult to look over everything and double check that everything was as agreed upon. As part of the sign-up process, the salesman had me fill out information that turned out to be a credit card application - which made no sense, because he had asked for an existing credit card to charge the monthly payment to. A few weeks later, we received a bill for this new credit card. ASG had charged $4,700 to said card on our behalf, to cover the equipment fee in full - equipment that we could purchase online ourselves for under $1,300. I did not knowingly authorize this charge. When we called the company to cancel, they said that it was too late. Apparently part of the paperwork that was NOT provided (a link to it was emailed to me, but had expired when I tried to use it) was a notice of cancelation which needed to be filed within three days.In addition, the salesman was wearing a polo shirt with the name of the company (Honeywell) who manufactured the cameras that we were already using in our home, making it seem like he was affiliated with that company and their products. As we discussed what equipment we needed, the salesman made it sound like our existing cameras, while not the best would work with the new system, so we just added some new cameras in other places. When the installer came a couple days later, we found out the new system is not compatible with Honeywell products, so cameras we previously paid for are just collecting dust and our security system is incomplete.ASG misrepresented themselves as far as what they were charging us and what our service with them would be. We would like the $4,700 charge reversed and our service cancelled. We still have the boxes for all of the equipment, and will happily return it.We tried to work it out with ASG, but they refused to do anything about it.

  Business response

  09/13/2023

  Hello, 

  We apologize for any miscommunication that was though to be had with ASG Security. We have respectfully declined to cancel and refund the amount of customers account for a few reasons: 

  1-We make sure that customers understanding what they are getting into is very important, we do a pre call with every customer to make sure they understand what they are getting into before we install anything in the home. If the customer does not understand or have questions we fail the call and do not install system until customer acknowledges they understand and in this case there was no exception. Our first question we ask about synchrony is that they understand the total amount, the interest rate and the total payment for the monthly with synchrony customer said yes that they understood. We also mentioned that they will be receiving a physical credit card from synchrony and they understood that as well. We also go through the monitoring agreement and that they understood that they signed up for their monthly payment at $9.99 for 12 months. 

  2- We are a Honeywell dealer and our panels are compatible with Honeywell equipment. We are not representing as Honeywell but we are a dealer of Honeywell and do have Honeywell equipment that we do install and takeover. 

  We are happy to send the call were they agree to everything but as of right now we respectfully decline to cancel or refund any amount. 

  Thank you, 

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

  COO 

  ASG Security

• Initial Complaint

  12/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On June 16th, 2022, a Man by the name of *** showed up at our door said he was from****, that**** found a problem with a chip in the box. He needed to change out the chip and do an update and that it will only take a few minutes. *** asked if my husband was home and I told him no, that he will not be back until somewhere around 7 Pm. *** said that he will be back around 7 Pm, in which he did return at that hour. *** introduced himself to my husband******* and said that he was from**** and that**** found a problem with one of their chips in their system box. I was in the kitchen cooking, and *** and******* were at the dinner table. The conversation changed from**** to ASG Security because ASG was replacing****,**** would no longer be in existence per *** you can kiss**** goodbye, ASG was taking over****. So, *** went on to explain to******* that he would have to draw up a new contract which required a credit check, *** asked******* for his driver's license and social security number. He drew up the paperwork and soon after, left. We later realized that we did not have****, we had ******. He scammed us. I called ASG on August 18th, 2022 and spoke with ******** about the man who came. We explained everything to her and that was when she told us that they would call the man in and talk to him. Because we signed the paperwork, there was nothing that could be done at that point. He took away something that we had for four years, something that we were comfortable with. We are stuck with a $3,386.61 bill and I can provide proof if you would like. We can not afford this bill and if more information is needed, you can contact me at *************** Contact name: *************** Thank you.

  Business response

  01/23/2023

  Business Response /* (1000, 5, 2023/01/04) */ Hello, Thank you for bringing this to my attention. After further review on this account we have decided that this is not enough for us to cancel your account at this time. We went through the account and see that we did go through a call that mentioned *** as the name of the company multiple times and spoke to you about both agreements you signed with us and the consumer finance company. We also have a form that you signed that says "You understand that********* (representative) is not affiliated with and is not a representative of my current alarm monitoring company. I have attached both of these to this for you to listen to and see. I have also attached the agreement that you guys signed with us. Thank you so much for your time

*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. ↩