Complaints

• Initial Complaint

  06/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This is the worst business I have ever dealt with. We want to cancel service because the home was damaged in Hurricane Laura and is unlivable.. The sales representative told us when we started service in 2015 that we would be able to cancel after 3 years. They will not return calls/email, and are continuing to charge us for a service we are not using at a place we no longer live. We have been dealing with them for over 3 months. The equipment/service is low quality at best. This business uses outside receptionists, so you can't speak to anyone directly. They take a message and say you will be called back, which never happens. It is the most unprofessional service.

  Business response

  06/14/2024

  **************
  
  We regret any miscommunication that occurred on our part. Your home was livable after Hurricane Laura as of March 11, 2022. We visited your residence on this date, March 11, 2022, and installed a new cellular radio. You signed a Customer Site Visit Form and signed a new Service Agreement during this visit. Both documents are included below for your reference. Should you wish to cancel your service, please contact us at (888)642-4567 at your earliest convenience.

  Customer response

  06/14/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21837607, and find that this resolution is satisfactory to me. I called the number given and actually spoke to someone about cancelling the service.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  03/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I canceled my services in 2020 and the company has continued to auto draft monthly from my account until Feb 2023. I have attempted to contact the billing department or supervisor over 7 times within a 3 week timeframe and each representative states they will send over a message and the department will call back. I have yet to receive a call back.

  The service address of the alarm is **** north ****** st. lake charles la *****

  Business response

  03/20/2023

  The last time Kingdom Alarms spoke with Ms *****, she was informed that she is under a contract on May 4, 2020.  Since then, We have not received any phone calls or emails from Ms. *****. In order to cancel services, Kingdom Alarms requires a written notice as per your contract. (Contract attached above) Please send this letter at your earliest convenience to:

  Cancellation Request

  PO Box 4391

  Lake Charles, LA 70606

• Initial Complaint

  04/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Kingdom alarms came out to my new home and gave me a quote for updating and installing a security system February of this year 2022. I agreed with the price and what would be done. They did the install and did not put all the sensors they said they were going to do. I called them they came out and fixed the problem. Sense that I have had to call them several times (weekly) to come out and repair or replace sensors on my system. I talked with ***** ****** directly about the issues. I told him this is not acceptable for us to pay close to $700 for a alarm system that has not worked correctly from day one. I asked for him to cancel my service and he could come get his equipment and get me a refund. He responded with that is not a option. I told him yes that is a option and that I have a record of all the problems we have had. He said I needed to take this to my legal counsel.

  Business response

  06/13/2022

  Consumer Response /* (3000, 10, 2022/05/10) */ Consumer indicated they have heard from the company, but the issue has not been resolved. Comments follow below: Kingdom alarms sent a service tech out to fix the problem again. And just like before with in hours of him leaving the alarm went off for a sensor falling off the door. After calling for several days they came back out fixed the issue again. I asked why don't they attach these better ? His response was they usually do ok. Again the sensor failed after he left. I looked online how to fix the problem and have been fixing it as it happens. They will not cancel the contract or help in any way. Business Response /* (1000, 14, 2022/05/24) */ The issue Mr ******** had with his system has been resolved by replacing the door contact. We apologize for the inconvenience and taking up your time. Consumer Response /* (3000, 16, 2022/05/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) We still have problems nonstop with this system. One of the technicians that were sent out wrote down how we can fix the sensors when they mess up. They never replaced the sensor they super glued it to my door. The installation looks like high school kids put this in. Kingdom alarms does substandard work with substandard equipment. We have tried to just get them to release us from the contract. They will not do that even!! I have tried to get the owner to talk to me. He refuses anything I offer except full payment on the contract. And I paid for all the alarm equipment up front!!! We still have nonstop issues with the alarm system. We will arm it and leave come home and the system is no longer armed and the light is lit up notifying me it has a problem. Business Response /* (4000, 18, 2022/05/26) */ Mr. (*****), The equipment issue has been resolved. If you are stating that you have another issue, (we have not received any trouble signals from your system), we are dedicated to resolving what ever that issue is. Concerning your contract, it is a 36-month term that you agreed to and signed. The terms must be adhered to as we have explained.

• Initial Complaint

  03/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I been with kingdom freedom since I move in my home since May 2016 when mr ***** the owner came to my home to tell me about the security system that was already in my home. I sign the contract and he told me to put my bank account information and if I need to cancel for any reason call him. So when Hurricane Laura hit my home was destroyed in July of 2020 so I cancel the service in August of 2020. They gave me four different numbers to call and they said they will write my name and number down. So I call multiple times to cancel after that cause I was getting charge and stop one of the man that came hook up the systems in my home to let him know and he gave me mr ***** personal cell phone number and I call him multiple of times with no answer. I got ship overseas for deployment in November for the army and I call on my Talkatone app and I receive the same thing and I told them I no longer live there since August 2020 and still getting charge. So I call every month three to five times a month until I made it home in October 2021. I built my home in December 2020 and close on March 2021 and have adt and this company kingdom freedom still charging me. The owner ***** ****** fix that home I use to lived in and someone else lives there. I kept on calling them and the billing department said that they no longer work for kingdom security. I saw mr ***** in person at Walmart and ask him why is he still drafting money out of my account and he said oh that's not him that's his billing department and I explain all the **** I been going through canceling this service and no one never got back with me. The billing company saying they not no longer working with him. So what am I'm suppose to do with them keep charging me. I need all my money back from august 2020- now March 2022 yall contract been over with me. It's already when my home got broken into in 2019 the alarm didn't work. My old address is **** ****** street lake charles la 70601. They need to stop scamming the people

  Business response

  04/18/2022

  Business Response /* (1000, 6, 2022/03/31) */ Ms ***** has been told that a cancellation notice signed by her is needed to cancel her account multiple times. This is also listed on bullet point 4 on her contract. This is the security industry standard as we have told you. Please send a signed cancelation notice to the P.O. box we provided you at your earliest convenience so that your account can be closed.

*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. ↩