ComplaintsforCore Home Security

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Saturday morning I open up when the alarm was activated. It went off, I punched in the code and tried the key fob, both did not work. They called and I told them it was a false alarm, and they told me they&#**;d turn it off. The lights were still active on the keypad, so I went to the panel to try to put in the code, couldn&#**;t find that. Tried the key fob, couldn&#**;t find that. I tried calling them and it was an answering machine. Every time I went outside my house it would go off and they would call. They said they would put in a ticket and get it fixed Monday, and I have not called at all. I called them and the answering service is closed. I went outside of the house and went back in, both times the alarm goes off. All they could say is that they can put it in a ticket while I am stuck in my house if I want to avoid the alarm.

  Business response

  09/10/2024

  Customer Mrs. ***** first called in on Saturday regarding her complaint on her alarm system. Our customer service support proceeded to call her back several times where we left voicemails and even sent an email to return call for service assistance. Reviewing the account today we rebooted Mrs. ******* panel and her service has been completed 

• Initial Complaint

  09/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Aug. 18, 2024 my alarm system stop working. It would not arm by the control panel or the app. Made contact to Core home security on Aug 19th 2024. The answering service took my info and would file with customer service. I was they have 24 hours to respond.Aug 22nd 2024 still haven't received a call or any communication from Core Home Security. I called once again and got the answering service. They once again took my info and have 24 hrs to respond. Aug 23rd 2024 once again called and got the answering service. I was told they called the numbers to customer service to be sent to voice mail. The answering service marked my call urgent.I made other calls to Core Home Security during the week. Only to be told they will contact me within 23 hrs.Aug 28th 2024 made another call. File another ticket thru the answering service. I did receive a call back from a customer service representative. They told me they will find a service technician to assist with my issue. They will call to schedule a day and time.Aug. 30th called about the technician and got the answering service again. I have made several attempts to find a resolution but Core Home Security doesn't seem to take my request seriously. I am asking for Core Home Security to resolve my issues with the alarm system or they cancel the remaining time on my contract.

  Customer response

  09/18/2024

  On Sept. 9th 2024.  I sent a certified mail to the business address as posted on thier web site.  As of Sept. 18 2024.  The letter can not be delivered because the office is closed for business.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I paid cash for all my Equipment. During our most recent storm Something happened to my doorbell camera. And it needs to either be repaired or Replaced. I have been trying to contact this company for 38 days straight With no responses from anyone. I have my elderly mother Living with me and we aren't in the safest neighborhood so I did rely on that camera A lot for our safety. I really just want My camera Is to be either repaired or replaced.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The company installed a security system incorrectly, blew 3 outlets and requires an electrician to repair. They will not respond to inquiries but love to send me bills.

  Business response

  06/12/2024

  In response to this bogus complaint, I have attached 2 screenshots. 1 reflects our time stamped notes which show the customer has not reached out or communicated with anyone in our office since installation in July 2023. The 2nd reflects an email that was sent to me TODAY. The customer states that he has thrown away our equipment 2 months ago. Again we have had no communication at all. And we were never notified of any damages made. If made aware they would have been addressed and resolved. There is 1 thing the customer forgot to mention and that is that he has not made a Monitoring Contract Payment since 12/2023. This alerted me to look into his account and check in with our ******************* Now the account has been terminated and placed in collections for Non-Payment. Thank you. 

  Customer response

  06/12/2024

   
  Complaint: 21837908
  
  I am rejecting this response because: I was not even in the state of ******* during that month! They are flat out lying. I had to have my cable and internet replaced because of their actions. They are flat out lying. I reject a bold faced LIE obviously. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On August 16, 2023, Core Home Security came to my home to install service. Due to a stroke in my brain, I explained to him that I could not read and understand the contract. I also told him to do this, that Core Home would have to agree to pay any and all remaining charges on the account to ADT. He then said he would call and see if they would agree with these terms. He came back in and said they agreed, but I still had to sign the contract to get things going. I have a witness that can verify this information. The total owed to ADT was $1,188.77. The charges to ADT included early terminations fees, etc. I have already paid all but $367 to ADT.I would like to see Core Home refund me the $1,188.77 in full as they had agreed to. If they do this, I will continue to use their service. If they will not pay this money, I will consider the contract void. I have contacted Core Home numerous times, and told them to have someone call me regarding this matter, and I have heard nothing.

  Business response

  07/01/2024

  **************** i have uploaded a time stamped report of all of the communication in regard to your previous account with ********************.  Our Company policy is and always has been that we cover up to $400 for a final bill from any previous company when switching to Core Home from another Company. We have spoken to you multiple times about this and we also explained that in order for us to pay any final bills we need a copy of that final bill emailed or mailed to us to have on file before we can pay out anything at all. These 2 company policies were explained to you on several different occasions which were documented in the notes on your account. on 11/13/2023 you called in and threatened us that if we did not just blindly pay you $1,100 that everyone would loose. Once again you were explained the company policies which are that we cover no more than $400 and in order to make that payment we need a copy of the final bill. Core Home Security has never received any final bill from you at any point in time. Further more as of 02/22/2024 your account was past due 4 months as you had not made a payment for monitoring. After making numerous more attempts to reach you in regard to these issues your account was terminated and referred to a collection agency. We also have photos of mail being returned to sender that we sent you in regard to this issue. on 05/21/2024 you called in again and Spoke to the Billing Manager who offered to re-instate your account and provide you with the company maximum $400 twords your final bill if you would become current with Core as well as provide a final bill, you yet again refused to provide a final bill and demanded we just pay it. We can not do that. The last thing i want to mention is on the last page of your contract with Core Home it clearly states that we are in no way affiliated with any other company and also that we can not cancel any previous company of yours on your behalf. You signed with a WET Signature on this page acknowledging that We can not Cancel ADT on your behalf as previsouly stated by you as well.  Core Home has made multiple attempts to resolve this issue per our company policies and you have been unwilling to provide what we asked you to provide, and at this point your account has been terminated and referred to a collection agency due to the non payment. This is no longer an active customer of ******************** at this time.

• Initial Complaint

  02/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company has been the worst waste of hard earned money. We bought this system a couple of years ago. They still have not completed the installation. When you call for service you get the run around and they Never return your call. ********************** with this company it is the worst scam.

  Business response

  02/16/2024

  This system was originally installed in 2020. I have attached a screenshot of the communication log between the customer and our company. As you can see there was none. The last communication we had with this customer was in March 2021 when the customer still did not have adequate internet to support the alarm system. The next time the customer reached out to us was on 2/8/24 and it was immediately assigned to a customer service rep who called and left a voicemail. If there was any equipment owed or services not being rendered, why wait 3+ years to reach out? And then file a complaint which has no credibility?

• Initial Complaint

  02/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is in regards to Core Home Water which is a part of Core Home Security. I was approached by a door to door salesman offering a water softener system and reverse osmosis system on Tuesday 02/06/24. On Wednesday 02/07/24 I was provided the contract and work was started, to be completed on Monday 02/12/24. On Saturday 02/10/24 I elected to cancel. The sales **** ****** tried to bully me into keeping the contract stating it was too late. His finance manager in the office, ****, said that it doesn't matter that the contract was not signed and that the delivery date of my right to cancel being given to me on 02/07/24 did not matter, that the sale was final and if i don't move forward they will send me to collections. I attempted to work with them on removal and clarify that the documents they provided me state 3 business days since sales date or date the right of cancellation was provided. **** argued that because they work 7 days a week, Saturday counts as a business day, and that it's from the sales date not the contract date, even though their own paperwork stated it was whatever came latter. **** then threatened to *** me over it and would be taking me to court. I will also include that under ***** statute 601, because Core Home Water failed to properly date the cancelation notice, the contract itself is void. Buyer beware, they will bully you and threaten you if you attempt to cancel anything.

  Business response

  03/06/2024

  *********************************** entered into a contractual agreement With Core Home Water on 02/06/2024. It clearly states on the signed work order that he has 3 business days to cancel the agreement without penalty.  He never attempted to cancel anything until Saturday 02/10/2024 which is past the 3 day right. The water filtration system had already been installed on his home and extensive plumbing had to be done to place the tank where he wanted it to be placed. When ************************** attempted to cancel on 02/10/2024 he was told we cannot just cancel it out due to the technician and plumber already being paid and the system already being used and fully installed. He became irate at this time and insisted we just cancel the whole deal. I tried to explain to him why we could not do that and once again pointed out the signed agreement he had made. He Still refused to honor this agreement and demanded that it be removed. We had several more discussions with him over the next few days and he just continued to say his circumstances had changed and he no longer wanted the water softener.
  Core Home Water reluctantly agreed to a settlement with ************************* to resolve this issue amicably. Both parties agreed that ************************* would be responsible for the plumbing and work that was done on his home, and we even allowed him to keep the water softener due to it being used for several days and us not being able to recoup the value of the unit at this point.  ************************** has continued to harass Core Home Water and write negative reviews as well as filing this complaint when he received a system that he agreed to pay $9,900 for $1,000.
  Core Home Water operated in a fair and reasonable manner in all accounts regarding ************************** and the only party that has suffered any losses, or any negative aspect of this transaction is Core Home Water and not **************************. Please see all attachments I have included in this email for pictures of the work performed, signed work order, as well as a signed settlement agreement signed by **************************.
  
  *********************
  Director Of Operations
  Core Home Water
  www.corehomewater.com
  **********************

• Initial Complaint

  01/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I&#**;m not getting any service if someone comes to my door on my property. It works for a day then goes out again. ****, a service rep, was supposed to call me back. She left a message and I could never get her back. I would like to get out of this contract because I am not getting any results.

  Business response

  01/23/2024

  On several occasions I left messages for the customer. In my position I speak to ****** ************. I can't always pick up when a customer calls. Last we spoke, I informed you of the service fee and that is when we had a communication issue. Our contract clearly states that after 90 days, customers are required to pay for all service calls on a Per Call-As Needed Basis. I will follow up with you to determine if you would like to schedule. 

• Initial Complaint

  10/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband and I signed up for a new security system with Core Security systems. I was told we would pay $75 per month, $50 would go towards the cost of the $4000 security system and $25 for the monitoring. There were several issues with the install but that was corrected. Several days later my husband received a new credit card from ************** which he had not applied for, he called and told them he had not applied for a credit card so they took the information and told him not to worry about it and that the account would be closed. About a week later we received a statement for the credit card only to find out that Core Security systems had opened this account charging the $4,000 In my husbands name. This is totally unethical, against the law and nothing that we were aware of not did we give permission for. I cannot get in touch with anyone at this company to discuss this situation to see why they would do something like this. I want this contract voided and for them to come and get their equipment out of my house immediately!

  Business response

  10/18/2023

  *****************, we have sent you the recorded sales call for you to listen to where we clearly explain the financing to you and your husband. We also have signed documents from the time of install also clearly outlining all costs and terms of your contract and financing. You stated you were told $50 per month would go twords the $4,000 security system and $25 for the monitoring, that is all accurate and correct. $50 is the payment you owe ************** for the $4,000 system that was financed by your husband. The credit card you received was for the alarm system that you guys financed and all information used in order to obtain financing was provided by your husband. At the time of install you guys signed Synchrony paperwork as well as Core Paperwork so i really dont understand why you are claiming this is unethical and or against the law. The first sentence in this complaint states you were aware the system was $4,000 and you were making payments twords it. Synchrony is simpy the finance partner and the Credit card is simply something they send you incase you want to make future purchases on additional equipment. Lastly you say you can not reach anyone at Core and that is also untrue we have several records of speaking to you including the last communication with you on 10/05/2023 where we sent you the recorded sales call i mentioned. We have actually tried to contact you since this time and you have not answered our calls since. i have uploaded a time stamped copy of all of your account notes, as well as your contract and sales call to the BBB as well as **************. 

  Customer response

  10/27/2023

   
  Complaint: 20691783
  
  I am rejecting this response because:

  
  I am attaching an audio recording between me and Core Home Security where you can see they told me they financed in house and never said there was a finance company that would finance the security system. This is proof that anything they are telling you is not true. I can also provide you with the contract as well if they have not done so, thank you
  
  
  Sincerely,
  
  ***********************

  Business response

  10/27/2023

  At no point did we tell you it was financed in house and your husband signed paperwork from a 3rd party finance company at the time of installation along with all of the other documents. You are saying you knew it was financed, but yet you are disputing the financing? You are admitting that you agreed to financing but your upset it was not inhouse, at no point did Core home tell you we financed anything inhouse in fact we told you the opposite when you provided the information needed to obtain the loan for you guys to get financing for the alarm system.  I dont understand how you guys signed paperwork for financing that clearly states who it is financed with but you are now saying you did not know about it. It just does not make sense. 

• Initial Complaint

  09/15/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My mom, ******************************* 83 yrs old was sold a security system in 2020 from Core Home Security, that is being financed through a finance company. And was paying for monitoring by this company paid directly to Core Home Security. She found out she had cancer in Sept 2022, so she had to move in with us. At this point I took over her finances. I saw that she had a payment coming out automatically. She told me that was for her security system. We started doing renovation at her house and triggered the alarms several times. No one called or came out. I called them and was told her monitoring was canceled for nonpayment. Which I then told them that I take care of her bill and it comes out automatically. They told me that payment was only for the equipment. All she has is a box on the wall and a small device like a key chain and that's what she has been paying on for 3 yrs, that's what they are charging her over $2000 for. And I tried to explain her cancer situation to a manager I had no idea of the other payment. And I received nothing in the mail from them. All of her mail was rerouted to us. The manager tried to belittle me, by saying if you been handling her bills why did you wait 3 years to complain. I tried to tell her that I just started handling her bills and that I'm upset with them locking an older women into a finance company for equipment that she can no longer use if she does not have their services.This company is a rip off. They lock older people into finance company because their services are poor and they know they are going to cancel the services eventually. But it's a contract with a finance company for their equipment. There is no way of getting out of the contract if you do not like the services. I pray that you stop them so they want do this to many more older people.

  Business response

  09/27/2023

  In response to the listed complaint: The account for ******************************* was terminated back in August due to non-payment. The customers daughter did reach out to us in regards to the alarm system going off and no one reaching out to them from our monitoring station. And the reason no one reached out is because the account was not active. It had previously been terminated. 

  We take the treatment of our customers very serious, so the claim of taking advantage of elders is definitely FALSE. Our sales process includes 3 steps of verification before the alarm system is installed:

  1. Sales - The cost and breakdown is thoroughly explained to the customer. They must agree to the terms of financing before going any further. 2. Confirmation - Before the technician goes to install the system, we have a rep that calls each customer to confirm that they are clear on pricing, financing and the installation process. 3. Verification - This call is done immediately after installation. At this time the price, finance information are discussed for a 3rd time, and terms of the contract are discussed. The customers are also asked if they have a 3rd party or ***** of ******** that assists them when it comes to signing an agreement. 

  With those factors in place, we are not only protecting and making our customers aware but also making sure that we are following guidelines. We sympathize with the onset illness of ********************, however the person responsible for her finances never reached out to us to inform us as I'm sure my billing department would have waived the past due balance or applied bill credits. And there was also no-one listed as an emergency contact or family on her account that we could have reached out to as well. 

   

  Customer response

  09/29/2023

  As I stated in my previous complaint.  I was not aware of her having a second bill, therefore, I would not have known to call you  I just started helping her with her bills Oct 2022, when she was diagnosed with cancer.  I paid the $29 dollars every month for her.  I never received a notice of an unpaid bill. She thought that was all that she had to pay..  And, All of mail was forwarded to us.  I'm not sure what happened.  She has money in the bank and $19 a month is not the issue.  I'm upset with her being stuck with equipment that she is not going to use.  She should be able to turn the system back in if it is of not of any use to her.  And I don't like the idea that someone signed her up knowing that she was not full aware of what she was getting.  If you talk with my mom you would know that she doesn't understand things very well. My mom is 83.  She was 80 when you all sold this system.  She told me that she really thought the $29 was all that she had to pay.  We got involved when we went to her house to do renovations.  You have to understand that our focus last year was getting her better and through her treatments.  Now that she is in remissions we are focusing on better ways to help her financially.  This system was  terrible investment and we would like to turn it back in to you all.  It's been 3 years and she still has a $1500.  You can buy a better system than that for $500.  So I'm still trying to understand what the $2000 was for.   

  Customer response

  09/29/2023

  And I apologize for being so upset my first conversation with you all,, but you have to understand, if this was your mother you would be upset as well.  I do not accept your response.  I feel it's a cop out for doing bad business.

  Customer response

  10/03/2023

   
  Complaint: 20612006
  
  I am rejecting this response because:
  
  Sincerely,
  
  **************************

  Customer response

  10/03/2023

   
  Complaint: 20612006
  
  I am rejecting this response because:

  And I apologize for being so upset my first conversation with you all,, but you have to understand, if this was your mother you would be upset as well.  I do not accept your response.  I feel it's a cop out for doing bad business.
  
  Sincerely,
  
  **************************

  Business response

  10/03/2023

  I am Sorry you are rejecting the response, But Core Home has acted in a fair and resonable manor throughout this process. This Alarm was installed almost 3 years ago and the details of the costs associated with it were clearly explained verbally and in writing. We can not cancel or refund anything due to the account already being placed into collections as well as the length of time the alarm has been installed. Thank you 

  Customer response

  10/05/2023

   
  Complaint: 20612006
  
  I am rejecting this response because:
  
  Sincerely,
  
  **************************

  Customer response

  10/05/2023

  The equipment is currently being paid for and has been paid up to date. So her account should not be in collections. She is just not paying for the monitoring.No account goes into collections for monitoring services. She just doesnt get the services. It cuts off when the person doesn't pay. As I stated before, I received nothing from you all in regards to that.  You keep reflecting to a delinquent account to justify bad business practices. Obviously, you are not really reading my complaint thoroughly. AND YOU REFUSE TO LET AN OLDER 80 YEAR OLD OUT OF A CONTRACT THAT SHE DID NOT FULLy UNDERSTAND. I just pray that someone looks into your company.i see that I'm not the only one complaining about the expensive equipment that's worth $200 that you are charging $2k to $k for.

*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. ↩