![](https://m.bbb.org/prod/ProfileImages/cd83ffbe-2376-4b48-8bf5-526ec7f07bf5.jpeg?tx=w_150)
ComplaintsforAcadian Total Security
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Continue to have issues with alarm system at the office. Users assigned codes are unable to get into the office, we are very dissatisfied with the system and price for the system to not work correctly. I’m getting calls constantly from agents unable to get into the building because user codes not working, everyone is having to use master code to get into the building, defeating the purpose of providing security with individual codes. Now everyone has the master code. Unacceptable.Business response
12/15/2022
On December 13th our Tech supervisor and another tech went to the site. We have been in contact with the manufacturer of the system and are completely reprogramming the system so it will work correctly.Customer response
12/16/2022
Better Business Bureau:Everything has been fixed and corrected. And I'm very pleased with the quick response. thank you. Please close out complaint.
I have reviewed the response made by the business in reference to complaint ID 18523742, and find that this resolution is satisfactory to me.
Sincerely,
**** ******Initial Complaint
05/20/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am being charged $999.75 for remainder of contract and $239.94 for Aug-Dec 2021 for service in my house that is uninhabitable due to 2 hurricanes and 1 freeze. It has literally been gutted.Business response
05/23/2022
Good Morning,
This is the fourth time that this customer has been placed with outside collections. They had two sites with us at one point, they have now both been placed with collections. In January of last year Ms. ******* went on FB and made comments about being placed with collections as well (site 1). We called and spoke to her and tried to explain the amount of times we attempted to contact her and the ways we attempted to contact her. We do not have any notes of her contacting us in reference to Hurricane damage, except for a note in a service ticket on 4/1/21 for a Late to Test signal. The note states "the house is completely gutted. Its going to be at least 3 months ---". The notes show that we continued to attempt to contact the customer regarding the balance until 12/7/21. After the customer not getting back with us she was placed with outside collections on 1/7/22.We have attempted to make contact via phone call, text, email & letters. She was placed for a total of $1,199.70.
(Monitoring) 8/1/21-12/31/21 @ $39.99= $199.95 + (Remaining Term) 1/1/22-1/31/24 @ $39.99 = $999.75
She was placed w/ collections in:
2017
2018
2021
2022
Please note that after the note about the house being gutted was made, the customer did make two more payments on the account on 5/5/21 & 7/7/21Customer response
05/27/2022
Complaint: 17223235
I am rejecting this response because:The agreements are written incorrectly. Manipulated date, incorrect address on one agreements, not my signature on one agreement, etc. One contracting even stating $29.99/annually so where is my refund?
Feel free to do what you feel what you must do. In the meantime. I will do what is necessary to get this taken care of. These agreements are to be followed as written and you are attempting to ignore that aspect.
Sincerely,
******* *******Business response
06/01/2022
Based on the facts of the situation, Acadian Total Security sees no reason to not enforce the protections afforded to Acadian Total Security under the legal contracts currently in place.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Business hours
Today,8:00 AM - 5:00 PM
MMonday | 8:00 AM - 5:00 PM |
---|---|
TTuesday | 8:00 AM - 5:00 PM |
WWednesday | 8:00 AM - 5:00 PM |
ThThursday | 8:00 AM - 5:00 PM |
FFriday | 8:00 AM - 5:00 PM |
SaSaturday | Closed |
SuSunday | Closed |
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.