ComplaintsforCore Home Security

• Initial Complaint

  02/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had Core Home security install a Home security system in my house.They said the monitoring would be $22 a month after the first month they went ahead and charged me *****. They said they would honor the $22 a month to call them. After they left me a voice message to call them back..I been trying to get a hold of the billing department for the past 6 days now. With no call back what's so ever. I keep leaving messages to call me back about the monthly monitoring bill.It's been 6 days now still no call. Plus I called about the sign they promised to put in my yard. They said they had to order more signs since they ran out. Don't they see that they are running out of signs to order more before they run out.I have no idea who is my account real manager is since I got 2 people saying they are. I even left ****** a message to call me back about the monthly billing and he doesn't respond back either.I tried calling ****** to see if he can help. He doesn't return my call either. Like I told him just as I figured once the system is installed I wouldn't be able to get a hold of anybody. And neither does the billing department. Each time I call customer service they says to give them 24 hours to call me back. So far it's been 144 hours. I have to say this is the worse customer service I ever had to deal with. The Alarm system works great everything works like they said it would. So I have no complaints about that. Just want them to bill me 22 dollars each month not *****. And a credit for the first month.

  Business response

  02/27/2023

  *************** for some reason we cant get though to your phone it keeps going dead and does not ring for us please call into the main number and assure we have all your contact details .  we have corrected your MMR charge to ***** vs the ***** apologize for the mistake we dont normally do ***** so again apologize for the confusion .  I hope this satisfys your issue .  Please call into our center or email *********************************** so that we have all your contact details as my CS team cant get through to the number we have on file , ********** 

  Customer response

  02/27/2023

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

  You been dialing the wrong number ************ is my cell. The number you been dialing is my sons and is only used in a emergency
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/31/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I'm writing on behalf of a friend and myself. the friend Mrs. ** was contacted by core home security via phone in late December. They stated that they could give here an upgraded alarm system for ***** a month monitoring fee.She asked if they were taking over for her present alarm company. the salesperson never mention the name of her company. but they kept talking about the new system and convinced her they were taking over. She asked who would be contacting the other company, they never gave her a direct answer. Mrs. ** believed the price was good and that everything would work out. After the system was installed Jan. 4th, 2023, she was informed that the equipment would cost *******. It was never mentioned in the original conversations before the equipment was installed. Mrs. ** felt she was mis-lead. I reluctantly signed the contract. everything was going fast. she was not able to sign for the equipment because she was over 85. we find out later it was her credit score. I also contacted them about cancelling the contact. did not get a response back. Also the system is not monitored by a person to call emergency personnel. This was not a good experience. If nothing changes, they know how we feel.

  Business response

  01/31/2023

  ************ I am in receipt of your complaint and am doing as much due diligence as possible .  All of our systems are sold one way and we sell 4-5 various packages .  I see here at the time of the install you selected a our doorbell camera package.  At the time of the installation the notes say that you are the *** , or caretaker of Mrs. * so we went through the process of involving yourself in the sale as per the notes on the account.  I see here the monitoring contract that you signed clearly states the cost of our system , it also clearly states that we are not a previous alarm provider as we don't play games like that and our contract has a full disclaimer which should be the last page allowing you the consumer to know we are not a previous provider .  I see here during your purchase we did agree to pay off 400 of your previous alarm company's contract so its very clear in our notes that during the time of your purchase you where aware of your previous company as why would we discuss giving you that credit without that being a point that you would have ****** up .  Our contract also give you the legal 3 Day notification to cancel which you didnt even bring up as a point till the date of 1/27 clearly outside of the 3 day term outlined in your contract, which you signed at time of install , and was sent to your email .  Im sorry but we run a business' and we cant just cancel contracts 3 and 4 weeks later.  I am willing to not only pay off the 400 we committed to you to pay off your previous company , but i will also credit you 6 months of free monitoring so that can help you out .  If you find this a fair resolution please let me know and I will make arrangements for you .  We do thing by the book at core home security , and although we aren't able to cancel any commitments that you have made we are willing to help the best we can . 

  Customer response

  02/02/2023

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

• Initial Complaint

  11/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The consumer signed up for security system that does not do the things it is suppose to. Door bell not working, back camera does not show, alarm does not alert when its suppose to, poor customer from business and no signs provided.

  Business response

  11/30/2022

  *************** you called us on 11/21/2022  and let us know that your doorbell is not working, on that same day less than 2 hours later our customer service department called you and emailed you as well as left you a detailed message in regards to scheduling a service. here is a Time stamped and dated copy of the notes in your account. We have not recieved any correspondence since this date. 

   

  Avianna L
  11/21/2022 | 12:24 PM MST ****** ********************** note
  LVM and sent email. N/A
  

  Call Center Test
  11/21/2022 | 10:14 AM MST ****** ********************************** Issues
  *********************** says her ring doorbell isn't working and the front cameras aren't working; also she needs signs for her yard showing she has security system; please call her @ ************; Lessa left vm for Avi 11/21) 

   

  We can service you whenever you are available please just return our calls or emails, im not sure why you would go to the BBB when we have returned your calls and we are willing to service the cameras we just need communication from you.  Please call ************** and we will be happy to service the account. thank you 

• Initial Complaint

  07/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Camera is not lighting up- needs help. They told me to go to ******** I am technologically illiterate. I need help as I am a person-a senior citizen who is by herself needs to be safe. I have been paying for system. I am senior citizen and I am alone. Said a technician was already sent and waived fee and sending again would need to charge technician fee. The woman who said she was the manager said I was yelling. I was upset not yelling. Please send a technician to help me. I can't afford not to have security and can't afford technician to pay more money, I am struggling and have no one to help me. If you can't send the technician then I can not pay monthly fees.

  Business response

  07/19/2022

  all of our services are warrantied for 90 days from installation .  all of our equipment is warrantied for 1 year.  If you are withing your 90 days of installation we are happy to come out and fix your system , if you are outside of 90 days there is a 125$ trip charge or you can go with the 15$warranty per month so that you never have to incur this cost.  If you are technology illiterate i would suggest going with the warranty so that there is not a fee any time you need a service .  Please call into the service department and either pay for a service and or get the warranty so you don't have these issues in the future when you need a service .

   

  This does not seem like a formal complaint this message to me means you need a service which will happen with alarm systems , there is a cost to that and the choice is yours how you want to proceed.  ********** companies do service work for free as we are billed hourly for all the work we perform and we take a loss to keep the customer happy at 125.  Please advise how you would like to proceed 

   

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I talked with CORE rep ***** who asked me for my financial info. He was informed that I'm on disability and he then asked for a total family yearly income which I told he a joint total of my wife and myself. He said not a problem. He called me back to let me know that I was approved but that the finance company would be calling my wife to compare the income that I had given him. He then set up a time for the installation. He charged me a $49.00 fee (using my credit card) for sending the tech to my home which he said would be added toward our first monthly payment. The tech guy arrived on Sat. 9th 2022 at 10:00 am. He installed the system and then, bewildered to me, asked for my wife's signature on his phone. I asked him (the tech) why he was doing the financial part of this when I was told by *** that the finance company would be handling this by phone? He said that it was part of his Job. I asked him why is my wife signing this? He said that he didn't know that side of it. Red flags are starting to pop up at this point. Then **** (the tech) asked for MY bank account info. I gave MY account info to him and that was it for ****. He left. On Monday the 11th, my wife started receiving phone calls while at work which I specifically told CORE not to allow the financial company to do. She told them that she couldn't talk at work but the financial company continued to call her. Finally, Core told the finance company to call me, which they did. Per the discussion, the finance company told me that the account was in my wife's name. I asked why and they said that Core put it in her name. I then told the finance company that the bank account is mine, not my wife's. I received a call back from Core on the 13th and they said they were coming to take the equipment out of my home with no explanation. I asked will I get my $49.00 back and rudely said, "why would we do that?". No explanation at all.

  Business response

  07/13/2022

  Actually ***************** you yourself failed Credit and you Decided to along with your wife use her information and credit to be approved for the financing since you could not. We require a drivers license for the person financing which we have for your wife and not you. we also have documents signed by your wife onsite in location when the tech was installing the alarm system.  The information provided by you and your wife for her to be approved was used to get you the alarm system.   Fast forward to after its installed and the finance company called you and you told them you wanted it in your name not hers...... Well as we told you before you can not qualify for the alarm by yourself or even with your wife it had to be alone in your wifes name as it was always set up to be. Lastly you paid a NON Refundable  reservation fee of ***** which was clearly explained to you on the sales call when you gave the sales rep your billing information to charge you that reservation fee. We have spent thousands of dollars on equipment now used and are now paying a tech to come remove the system because you are now saying you want it in your name and only your name. So Yes we will come remove the alarm system and no we will not refund you the NON refundable Reservation Fee that you agreed to pay on a recorded line. 

• Initial Complaint

  07/07/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Corehome security came and acted like they were ADT the company I had. They installed everything and didnt say there was a contract and didnt say the equipment wasnt paid for. They proceeded to lock me in a 2 year contract when I want to be with ADT not this company acting as them.

  Business response

  07/19/2022

  After review of your file all of your documentation and all calls and commuinications left by us where from Core Home Security, you signed a core home security contract along with our installers wearing core home security identification.  Your contract is 60 months not 24 and we have been billing you for over 1 year.  At no time did we identify as ADT , and your claims are just not factual .  I have reviewed all your paperwork that you signed with Come Security identifying itself on everything .  These are false claims and not True.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was contacted by a sale rep for Core Home Security in February of 2020. I had set up an appointment to get services from the company. I told them several times and especially before I agreed to the service I don't want to be locked into a contract. when the technicain came to install the alarm system I also asked him to call the rep for assurance i will not be locked into a contract. The rep stated there is no contract and I just have to pay off the equipment to Aqua finance. long story short every since i got the service my alarm system have been faulty and creating false alarms. it will go off at anytime and there are not break in. My County charges for false alarms after 5 false alarms. i have contacted Core Home Security several times. they always state a Rep will call back or a Tech will call. i have to constantly call to see when someone will help. i always get the excuse someone called but no answer or the tech couldn't reach me, but no messages have been left. i have taken off of work waiting for the scheduled technicians to come and fix the problem and when they don't show up Core home always have some excuse. My alarms constantly goes off, I am constantly calling Home Core security and all i get is some will call you back. i have spoken to supervisor and no results. No one at Core Security will even call or follow up. They have told lies about what their system or address recordings about late payment but refuse to address the problem with the sensor and the service I am paying for. i pay for security but my home is not secure. i have came home to open doors but no alarms. I know it is a sensor but they are unwilling to fix it because the warranty is only for 90 days per Rep. when i tried to cancel services then i found out i was locked into a contract for 3 years. I cant even set my alarms when i am away from home or in my home because the alarms will go off. when you call the company you get just an answer service. the has been going on for 2yrs.

  Business response

  05/05/2022

  Mam as stated in your statement above you were installed in Feburary of 2020 that is over 2 years ago.  As Clearly stated in all of the paperwork you signed there is a 1yr Manufactures warranty and a 90 *********** warranty by the technician.  Clearly this is way past this and when you were told that there is a service fee to come out which is also standard procdure with any **************** (especially now that gas is 6$ per gallon) You got mad and Refused to pay. We also explained our extended Warranty we sell so that when you do need a service for your system you are not paying a service fee. You declined both of these options and just yelled at our employees.  *********** Policy and the documents that you signed 2 years ago if you would like us to come out to your house you will need to pay the service fee. Thank You 

  Business response

  05/10/2022

  Mam as stated in your statement above you were installed in Feburary of 2020 that is over 2 years ago.  As Clearly stated in all of the paperwork you signed there is a 1yr Manufactures warranty and a 90 *********** warranty by the technician.  Clearly this is way past this and when you were told that there is a service fee to come out which is also standard procdure with any **************** (especially now that gas is 6$ per gallon) You got mad and Refused to pay. We also explained our extended Warranty we sell so that when you do need a service for your system you are not paying a service fee. You declined both of these options and just yelled at our employees.  *********** Policy and the documents that you signed 2 years ago if you would like us to come out to your house you will need to pay the service fee. Thank You
  

• Initial Complaint

  10/29/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  HI BBB Team, I have been trying to contact Core Home Security for almost a month now to resolve my deceased grandfathers account. They are unresponsive and now their websites listed email address is undeliverable. My grandfather unfortunately passed away on September 17th, 2021, just 2 weeks after he had a security system installed from Core Home Security (on 9/3/2021). My family and I were working to close out all of his accounts and we found the security system installer (*** ********** card. We called him and he provided the number for Core Home Security. When I called the company in early October, I was instructed to send a copy of my grandfathers death certificate to ********@corehomesecurity.com. I sent that information on October 8th, as well as a follow-up email on October 11th. There has been no response whatsoever. I then attempted to email Core Home Security via the address listed on their website (****@corehomesecurity.com), but this was returned as undeliverable (see screenshot attached). I am at a complete loss on what to do. I have followed all steps required by the company and had no response at all. I just want his account cancelled and they can come and get their security equipment. I provided the following information to them: Name: ******* ******* Address: **** ***** ***** Ct. ******* FL XXXXX I also provided his death certificate (which is also attached to this email) Please let me know if you need anything else and I hope you have better luck getting in contact with this company than I've had. Best Regards, ****** ******

  Business response

  11/02/2021

  Business Response /* (1000, 5, 2021/10/29) */ ****** we have emailed you twice now , once on the 8th of the month and once today stating we canceled your grandfathers service . If you look today you received an email from ***** also stating our condolences as well . Please confirm we have contacts you twice and we would appreciate you removing this BBB complaint as its not warranted as we have now stated twice to you via email that the service has been canceled Consumer Response /* (2000, 7, 2021/11/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) There was no such email received on October 8th from the Business. Both emails from the Business were sent on October 29th, after the complaint was made to the BBB. There was NO correspondence prior to that and the complaint was entirely warranted. Nonetheless, I do feel it has now been completely resolve that the Business has finally responded accordingly and confirmed cancellation of the account. Thank-you.

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