ComplaintsforSecure 24 Alarm Systems

• Initial Complaint

  12/04/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In early August my family was contacted by a sales rep for ADT who talked us into getting service with promises of a low bill and a rebate of $99. Since the service was installed on August 26th it hasn't worked once and we still haven't received our $99. I have reached out to the company six separate times requesting that a supervisor give me a call back with no avail. So far we have been charged every month for this security system that doesn't work and at this point we just want out of this contract like their company customer satisfaction promise entails.

  Business response

  12/01/2023

  The customer entered into a contract with the following company who handled the sale and installation of the system.

  LVD CONCEPTS INC

  **** ***** **

  ******** *******, MI, **********

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

  Please forward this on to the correct company.

  Business response

  12/21/2023

  To Whom It May Concern,

   

  To follow up on the case filed by this customer. We have reached out to the customer but sadly have not made contact. We have left a voicemail for a call back to further discuss the system issues.  Reviewing the account, we see the customer had a renovation to the home at the beginning of October. We had scheduled a service call for 10/07 to fix the system issues. Per the technician the customer still had ongoing renovations to the home and could not locate the panel that was moved by the contractors. We notified the customer to give us a call back to schedule once the renovations were done and the panel located. We have not heard back from the customer since the appointment. We would ask to service the system and resolve any system issues before we cancelled out the account without penalty.

   

  All the best,

  Customer response

  12/21/2023

  Complaint: ********
  
  I am rejecting this response because:

   

  We still have yet to receive our $99 deposit back as promised. At this point we have experienced too much inconsistency and inconvenience with this company to want to move forward with a relationship. The moment it was discovered the system was not wor**** billing should have been put on hold. Instead this company has and continues to charge us $70 a month despite the fact that it's been five months and the system has never worked. So we've effectively paid $450 to ADT without having ever received service. 
  
  
  
  Sincerely,
  
  ******* ****

  Business response

  12/22/2023

  To Whom It May Concern:

   

  To follow up on the case filed by this customer. We have reached out and spoke with the customer. We apologized for the inconvenience the system has caused. Spea**** with the customer we notified them that we were made aware of system issues on 09/28/2023 and had requested to cancel. We spoke with the customer and went over our cancellation policy of 75% balance of contract and would ask to service the system. We scheduled a service call for 10/07/2023 and was notified by the technician that a renovation for the home was done and could not find the removed sensors and control panel moved by the contractors. We notified the customer that once they find the missing panel and sensors, we would be more than happy to reinstall and get the system operational.  The customer called back on 10/172023 notifying us that they would like to cancel the services. We notified the customer that if she wishes to cancel at this time, we will ask to first service the system. The request was denied at that time we notified the customer of the cancellation policy and would ask for 75% of the remaining balance on contract be paid. The customer denied the request. We spoke with the customer again today notifying the customer that we would be more than happy to refund the $99 for the rebate offered and more than happy to come out and service the system if the previously mentioned devices were found. Customer stated she was upset due to still being billed services when the system was down. We notified the customer that if the system was down due to renovations the monthly payment would still be owed due to the cause of issue with the system being from the renovations and not the system itself having issues. We notified the customer again we are more than happy to come out and service the system and get the system back operational. At that time the customer again requested to cancel and mentioned the 6-month money back guarantee. We notified the customer that it would not fall within the terms of the 6- month money back guarantee due to renovations being the root cause of the system issues. We advise that we again would request to service the system and get it operational before we would cancel out the ADT services. The customer was not open to further discussing the account and terminated the call. At this time, we have offered to service the system and to refund the $99 back to the customer's account but both have been denied. If the customer would like to cancel the services, we would ask for the 75% remaining balance on contract per our cancellation policy. We have attached our cancellation policy for above for further reference.  

   

  All the best,

• Initial Complaint

  11/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Secure24 regarding their consistently poor service and lack of responsiveness and professionalism. Problems include poor sound ( alarm sounds low), unable or hear the doorbell alarm in the master bedroom or upstairs family room, ( they tried selling me other equipment for the alarm); alarm system making weird sounds when no one is near the system (?) poor customer service, and not honoring their ******* money-back guarantee, Installation of too many window sensors ( 15 @$159 each). Inadequate customer support: being transferred to many people over various departments. The customer service representatives have been unhelpful and dismissive, extended time on the phone for long periods of time, not returning phone calls as promised. These are only a few of the issues I encountered. The amount of stress that I experienced has been too much. Right now, I am requesting that Secure24 to honor their 6-month money-back guarantee (ADT did cancel my service), I was led to believe that Secure24 's 6-month Service Guarantee would be honored, however, my numerous requests for Secure24 to cancel their services, retrieve their equipment and refund my money has been very stressful for me. Emails and phone calls are all unanswered. I paid ADT/Secure24 a total of $1,636.05. Secure24 wants to charge $1.608 to cancel this contract. According to the company, this amount reflects 75% of the contract balance.However, I never signed a contract which I told them in an email. Secure24 was unable to produce a contract with my signature. ADT cancelled their services in October 2023 *********************** ****************************************************** ************ *******************

  Customer response

  11/21/2023

  I feel that I have been disrespected when discussing the issues with Secure 24 staff. I have been attempting to resolve issues with the above-named company since early September. I need help with getting ALL of my money back.  

  
  
  Please, please Stop NOW: taking unauthorized money out of my accounts.  Just yesterday ( 11/17/2023),  $342 was taken out of a second account.  Stop stealing my social security and pension money out of my accounts. This is not fair to me and it is illegal. 

  
  As stated many, many times before (1) I never signed a contract with ADT or Secure 24. There is no contract with my signature.  (2) I canceled services with ADT  (10/09/2023, conf. #*******); (3) attempts to cancel service with Secure24,however,were met with hostility and confusion when I mentioned the 6-month money back guarantee.

  
  As a result of all of the above, I had to cancel my debit card at *************** after over $1,600 unauthorized was taken. Now I have to file a complaint because Secure24 has charged my (another) credit card $342 without my authorization or signature.  Now I have other credit cards I have to cancel before Secure 24  charges them.

  
  On November 17, 2023, I received an email from Secure24 that $342 was taken out of another without my authorization/signature. All of my money must be refunded back to my accounts immediately. 

  
  I  filed an official complaint with /Better Business, and yet this company  (Secure24) continues to take money from accounts. When will this stop??

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

  Customer response

  11/21/2023

  After Many, many negative experiences with the Secure24 Alarms Systems, around problems with equipment and trying to speak with customer service staff, I am unduly stressed and frustrated.  I need help please, please. 

  
  1.  Difficulty resolving issues: Having to talk with multiple people across various departments, long waits on the         telephone, and promises of return calls; 
  
  2.  Unprofessionalism: Hostility/rudeness (hang-ups while discussing issues);

  
  3.  Poor Customer Service:  Non-responsive to emails and/or phone calls;

  
  4. Misleading information which resulted in being overcharged (I feel) for items I didn't need/want, never told of options (as indicated on the website, too many sensors installed (15 @$159 each); 

  
  5.  Failure to cancel services when requested and honor the 6-month money-back guarantee

  
  6.  Failure to show a contract signed with my signature ( I never signed a contracted with this company);

  
  7. Demands that I pay  $1,608.50 in addition to the money taken from my account ($1,686.05) and also

     attempts to take $342 (11/17/23) from another account;

  
  8. The biggest obstacle, trying to cancel the account, remove equipment and refund all of my money as indicated in the 6-month money-back guarantee.

  
  
  Thanks in advance for your help; 

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

  Customer response

  11/23/2023

  After  Secure24 debited my bank account for a total  of $1,686.05, I closed this account.   ********************** has continued taking money out of another account. Now the company has taken$342.00 from my credit card account. This must.  No authorization given for this company to continue taking money from me. 

   

   

   

  Business response

  11/30/2023

  To Whom It May ***************** follow up on the case filed by this customer. We have spoke with the customer and the customer stated that he wanted to cancel *** services due to having some issues with the cameras. We expressed to the customer that we would first ask to send a tech out to resolve the issues with the cameras before we cancelled out the service without penalty. Customer agreed to the service call on 10/23/2023. During the service call the tech was able to resolve issues with the cameras and connect to the wifi and offered to install ****** mini speakers so the customers could hear the doorbell camera in their bedroom for an additional cost for the device. The customer denied to add the additional equipment The customer called back and again requested to cancel due to not liking the system. We notified the customer that we would ask for the cancellation penalty be paid for 75 %remaining balance of contract to cancel the *** services. The customer asked about our 6 month money back guarantee. We notified the customer that the reason for cancelling does not fall under the guidelines for the 6 month money back guarantee due to resolve the issues with the cameras.  ******** then stated they did not sign the contract due to it not being his signature. Reviewing the docusign, we see the signature was a pre adopted signature sent, viewed, signed and sent back from the customers email on file. The customer seemed to understand and a copy of the contract was sent. The customer asked to refund the payments for additional equipment totaling $1968.00. We denied the request due to a signed agreement stating they agree to the additional equipment charges at the time of installation on 08/04/2023. The customer contacted the corporate office to cancel out the account. The account now shows as cancelled with *** but the contract is with Secure 24 for the *** services. At this time we would ask this customer to pay the cancellation penalty to avoid the account going to collections.

   

  All the best,

   

   

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We began our contract with Secure 24 Alarm Systems on August 14, 2023. The technician came out to our home on August 19th for installation, but did not have all hardware (i.e. Doorbell camera) and stated he would reach out to the company regarding setting up a follow up appointment. When they did not reach out, I scheduled a follow up appointment which was confirmed and then cancelled by the technician prior to the date of service. We rescheduled once more for September 9th which was a confirmed the appointment, then received a call from the technician 30 minutes prior to our appointment stating he would not be able to make it out and had to cancel. We had rescheduled then for September 16th the first appointment of the day, and we did not receive a call from the technician until one hour after the scheduled appointment window stating he was still an additional hour out, and this appointment was also then cancelled. We rescheduled on Thursday, September 28th for the last appointment of the day on Friday, September 29th, and received an email cancelation same day on September 28th for September 29th. Finally the technician scheduled came out on Saturday, October 7th. We then began having issues with our hardware on Tuesday, October 10th, and scheduled an appointment on Wednesday, October 11th for Friday, October 13th. The technician called 25 minutes prior to his scheduled appointment stating he would not be able to make it out, and even after we pleaded and promised that we would be home whenever he showed up, he refused stating he wasn't driving two hours just for our appointment.

  Business response

  12/05/2023

  We have canceled the service, retrieved the hardware and are crediting the consumer.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May **** from ADT 24/7 secure called me. I had been with ADT for decades. I sold my home and relocated. Once I relocated I called **** at ADT 24/7 Secure monitoring. I was supposed to have CO3 and smoke detection services with my monitoring. Instead I was sold addicted services, add ons without my basic services requested. I didn't know that I was without smoke detectors until my granddaughter had burnt her Bagel on the new toaster.oven. smoke was every where whenever I stepped out of my bathroom shower and into my bedroom. The entire house was completely covered in smoke and no alarms went off. I called and was told that it was after my 90 days. Like day several days late. I assumed that I had these monitors in place. I am visually impaired Macular and and the 3 year construction that I signed says 24/7 ADT monitoring services. Of course ADT IS a 24/7 secure monitoring service, it's not a Bank. I was mislead and verbally led astray by word play. I am livid. That is illegal and wrong. When signing the contracts I asked Installation Tech that I am visually impaired and what was I signing?? He said a 3 year contract so the pricing will not go up during my 3 year contract, "yadda, yadda" "legal stuff that's totally unnecessary like our entire system, Government lol" totally for MY protection.ied. scammed and sold by misleading TERMINOLOGY

  Business response

  09/26/2023

  To Whom It May Concern,

  To follow up on the case filed by this customer. We have spoken with the customer a few times. The customer states that her service package was supposed to have smoke and carbon included in the installation. The customer called in after the installation and we informed her that we do not show any smoke or carbon devices offered at the time of installation . We directed the customer to the corporate office since the account was outside of our 90 day service window so we would not be able to add any additional items. The customer was upset due to her having to purchase the additional items at this point since they did not have them in the original installation order. We have again directed the customer to the corporate office to add the smoke and carbon detections. If any further assistances is need feel free to reach out to our customer service team at ************.

   

  All the best,

  Customer response

  09/26/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  It is not true. The Sales Representative was telling us about the package deal and the prices. Plus. Thr bonus rebate after 90 days of service. I have a witness to the entire conversation 

   **** was advised that she was on speaker phone speaking with me and my daughter and that my mother was also in the room

   She was going to arrange for the DAME, EXACT PACKAGE, SERVICES AND PRICES. PLUS, A REBATE AFTER 90 DAYS OF SERVICE. EVERY WORD WAS FALSE. SHE REPRESENTED HERSELF, ADT, SERVICE,  PRICES AND REBATE ALL UNDER FALSE REPRESENTATION WAS FALSE. She stated several times **** a Representative of ADT Secure 24-7 home services.  Not 24/7 secure services subcontractor for ADT. IT WAS all falsely explained,  their words were misleading and false. They misrepresented themselves. ADT, the services provided,  my package and my rebate. I am still waiting for the package that I was advised that I would be receiving. Why would I pay over $1,000.00 in extra alarms but not a Co2 monitor and the smoke detection that was free with installation?! My welcome back package. **** lied flat out for a sale and so did the young man during installation wearing a ADT Shirt and not 24/7 alarm services. False representation,  false sales,  false packages,  false rebates and pushed extra alarms using fear tactics but didn't get my original package plan, prices or rebate incentives 

  Honestly  everything was and is false

   I never get to speak to Mr

   Honeywell, **** or **** the installation. I thought hus name was ********* originally because he kept referring to himself as such. But, he was **** with ADT Shirt on. He lied about paperwork being signed.  I am legally blind and cannot read any fine print so I did ask what was being signed. Everyone in this company is very unprofessional and unethical in business practices and services 
  
  Sincerely,
  
  **** *****

  Customer response

  11/27/2023

  Hello and Good Day, I Had filed a complaint with the BBB and never heard anything back period I received an email I looked for that email I cannot find it period I called my local office and they had informed me that I had written to the wrong office and that this was the office to file my complaint period. My complaint is with ADT 247 secure monitoring alarms period I had assumed that I was resuming my contract with ADT who has always secured my home in the past I sold my home in 2000 period I was receiving phone calls about coming back to ADT period I had advised that once I repurchased another home that I would definitelyCome back to them with the offer that they had given me period in the meantime I was renting a home and a young lady named **** kept calling me. At the time she was calling me she was telling me about the specials going on I told her to call me back leave her name and number on a voicemail I will keep it stored at my phone and once I purchased my house because I was ready any day that I would call her and set up ADT agand period Finally in May of this year we found a home and before we moved in I had called her to review what services I previously had with ADT my main thing was the co 2 and the smoke fire detectors because you can just barely burn something and they go off and I wanted that piece of mine that extra security period she offered me the same exact equipment End price that was offered to me as a come back to adt. Once again I assumed I was with ADT not a subcontractor I had assumed that I was gonna get what we agreed upon because she spoke about it with me my daughter and my mother 3 generations were in the room at the time of this speaker call and she advised me that I would be getting the same thing at the exact same price. Long story short a young man showed up with ADT shirt he talked me into a $1000 worth of equipment for extra secure monitoring on the back of the house with the windows and since we live in a wooded area I went along with it but I never had my windows censored before just the doorways. I was then given a contract assign I am unable to see I am visually impaired I get injections in my eyes at USF every other month. He stated that the contract was just securing my payment securing that this is what was installed and that I was gonna be charged a $1000 for the extra sanswers and that it was to secure me in a 2 year contract that way my price would not increase or go up 42 years everything was signed off I told my daughter to go ahead and sign for me because I couldn't see the lines. He then said thank you for choosing ADT and he went on about his way I received the bills was paying the bills period 1 day I had come out of the shower and then out of my bedroom to the hallway to smell smoke I went walking into the kitchen that I was choking from all the smoke my granddaughter had burnt a bagel in her brand new toaster it was stuck there was no alarm going off no co 2 detector warning me about all that smoke I knew it was a lot of smoke because I could hardly see at all with a thick dense white covering I couldn't even see her outline which I canOutlines and shadows of people I just can't see their faces or read without my magnifying glasses and a magnifying glass blown up in a large print. Do you know that e when you read the optical chart I sometimes without these injections have a hard time making out the e that's how severe my eyesight is been damaged. I am on social security because I am legally blind. I no longer drive because I'm legally blind. I was taking advantage of lyto and when it came to signing the paperwork was told Yada yada the usual you know it's just a whole bunch of legal terminology just to cover your back with what you're getting and that you were told that you'll be paying a $10000 $200 every month on your charge card 45 months plus you will get a bill every month period the bill was supposed to bend under $59 no more than $59 I've been receiving bills for 63 and some change I was supposed to get back a $100 in a card to use anywhere for coming back to ADT and having the connection I did not receive my $100 back Then we argued that I did not order the co 2 and the smoke detectors whenever that was the must that was more important to me than some one breaking in. I was more concerned with fire and smoke with my grandchildren living with me then someone breaking in. You could imagine my terror when my granddaughter was in fear of coming to get me out of shower and the bagel had started a fire in the kitchen. If I didn't come out of shower and thought I smelt something and then came out of my room and walked down the hallway who knows what would happen? I was irate I was upset I was crying I may have even cursed I honestly don't remember? I then got on the phone with ADT only to find out that I did not have ADT but I had signed with a sub contractor of ADT called ADT 247 secure monitoring I had just assumed that that was their new name because everyone is changing their names they're changing their logos and they're changing the pictures. For instance Kentucky Fried Chicken is now KFC all these places are changing McDonald's as Mickey d's pearl milling company used to be aunt jamaima Uncle Ben's no longer has Uncle ben on the box all these things and all these changes I just assumed that ADT 247 secure monitoring was them giving extra **ash to their name now that we have brinks and other alarm carriers giving them competition period I would never ever sign up with anyone with a subcontractorI don't care for knock offs I don't like generic and I definitely do not like subcontractors in my experience in my history and in my 61 years there have always been shady and misleading. Needless to say I never received my $100 rebate back I've been calling for this and there's always some excuse needless to say it was after the 90 days that I realized I didn't have there smoke detectors or co 2 detectors in my house like I said visually limpaired what I saw was already here and they obviously didn't work and there was no batteries in which once again I was unaware because I couldn't see them. So there's me my daughter and my 2 grandchildren minors little kids in a house and I'm worried about our safety and these people are telling me it's gonna be an extra $300 for what I was promised with witnesses on the phone from that young lady **** at 24 7 I have been calling her every week to let her know that I'm misplaced with her shame on her and how dare her do that. I have been borderline harassing her trying to affect her consciousness and her bad work ethics period I have complained to everybody there who will listen they have me on speaker they've laughed at me I've been put on terminal hold to where I actually held on one time for hour and a 1/2 waiting for someone to give me the schedule to get the co 2 and the smoke detectors and they never came back to the phone this is a joke to them this is a game to them and it's not funny to me. Now I'm being told that they didn't charge me the last paywent on the $200 for the security on the window sills so to get over the $100 rebate card that I was promised. I can't get Uber all the lies right down to my $59 a month payment it turned into extra money because I even asked including tax this is what I pay and I was assured that's what it will be so I'm upset for the several dollars over the 59 even I'm upset over not receiving my smoke And carbon monoxide monitors I'm upset about my $100 rebates I'm upset that I was talked in to a $1000 worth of equipment because he played off my fear but then didn't have enough fear and hymn to give me my co 2 and fire detectors he was here for over 2 hours so I assumed he was installing everything. Then he kept saying I'm a Christian I'm a Christian I'm a Christian so I had assumed his name was Christian but my daughter advised me that his shirt said will so the young man's name was will. Please help me with this case I was seriously misled mistreated and now they think it's funny this is not funny nor is there any way to conduct business I feel taken advantage of not just because I'm older but because I'm visually impaired and couldn't see what all the young man was doing and he was explaining things and I was OKOKOK everything. Please help me, **** ***** **** ********* *** ****** ***** ** ***** my new phone number is now ***dash ***dash**** thank you very much. I appreciate anything and everything you can do

• Initial Complaint

  09/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have spent many hours on the phone with *** and Secure 24 (provider of ***). I paid Secure 24 for 3 years up front and *** continues to bill me. No one will resolve the issue. Until the 10th hour on the phone 2 days ago until 1130 at night, I hadn't even received the certificate yet. I had to call and ask for stickers. I never received yard decals. I never received the key fob. The Display hub wont connect and the tech has told me it is a me and spectrum issue (2 visits), system still isn't functioning. They installed this on July 28 2023. I told them I would like to cancel this because Ive spent a lot of money on their service this last month and received no sticker even let alone customer service or a system that works. He told me I would get penalized. I said I upheld my side of the contract- you did not. I just want the system I paid for to work as it should- and to be charged as the contract says.

  Business response

  09/08/2023

  To Whom It May Concern,

  To follow up on the case filed by this customer. We have spoken with the customer and apologized for any inconvenience this may have caused. We have resolved the billing issue the customer had and have processed a refund to the customer for the 2 months paid for the service since the customer had paid for the 3 years in advance. The customer was pleased with the resolution. We have also sent over the customer certificate of installation for her insurance provider. 

   

  All the best,

  Customer response

  09/20/2023

  Hello,

   I don't think I received the correspondence you mentioned. I do not consider the matter "closed." I have yet to receive a back up batter that functions. I also had to get the system working by myself because the tech sent to my house told me it was between Spectrum and myself. Hours on the phone with their tech support also didn't help. After 20 hours on the phone with no support I asked to close the account and they informed me that I would incur a penalty of 75% I believe to which I responded, "That is insane, I have followed the contract I signed and agreed to, you have not however therefore how can I be penalized?" They continued to call my work number after repeatedly informing them not to (so much so that my receptionist emailed me and spoke to me in person about how bad it was).

   

  Business response

  09/26/2023

  To Whom It May Concern,

  To follow up on the case filed by this customer. We have spoken with the customer and have resolved the issues. We have ordered the customer yard signs and window decals shipped directly to the customers address on file. We have fix the billing issues and have credited the customer account for 2 months of monitoring that was taken out. If any other issues arise please feel free to reach out to our customer service team at *************

   

  All the best,

• Initial Complaint

  08/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  2/4/23 ADT Security Used my name and I never signed documents. I was in the hospital when the representative was talking to disabled and senior citizen mom. I don’t know how the company was charging my mom’s debit card but using my name. I’ve been trying clear this up since Feb when the bill first came out. I’m not getting nowhere.

  Business response

  08/24/2023

  To Whom It May Concern,

  To follow up on the case filed by this customer. We have made multiple attempts to contact this customer but sadly we have no gotten ahold of them and sadly the voicemail box is full and can not leave a message. We have sent the customer a email to follow up with us to further help resolve this issue. We will continue to reach out to the customer to further assist with this account.

   

  All the best,

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my house about a month ago 5/20/23 I got the service with ADT since the previous owner had it. Jerry came to install the new system. The very next day the screen machine did not turn on. Its been more than a month and I have dealt with so many of your customer reps, via chat and phone calls. I was told for the first year the dealer handles my account and the phone number is ###-###-####. I spoke with ****** * 6/21/23 at 10:52am. I requested cancellation without getting penalized since I read the 6 months money back guarantee if customer service doesn't help. ****** refused and told me she couldnt do that until she put the request for someone to come. After several minutes, I decided to let her request for someone to come to my house the very next day but I did tell her this is not the first time someone puts a request to come to my house and no one comes and I told her if no one comes after you put the request I want cancellation of the contract with no charge and she said yeah no worries ***** will be there tomorrow from 8-12pm! No one came, no one called, I waited and no one showed up. I called to cancel and now I spoke with Andrew yesterday 6/23/23 and told me sometime next week a supervisor will call me. I had enough with this customer service. I need to cancel the contract without getting penalized with a fine.

  Business response

  07/31/2023

  To Whom It May Concern,

  To follow up on the case filed by this customer. We have spoken with the customer about the issues listed. We had scheduled a service call for this customer to resolve the system issues the customer was experiencing with the ADT system. The tech came out and noticed the keypad was not working but offered to replace it at no cost. Customer refused to swap out defective panel due to wanting to cancel out the account. We went over with the customer that we would ask to replace the defective panel before we canceled the account and if they wanted to cancel, we would ask for the 75% of the remaining balance on contract. This customer agreed to pay the early termination charges and this account is now affectively cancelled. 

   

  All the best,

• Initial Complaint

  07/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  6/13/23 Made appointment for installation. A $100 rebate incentive was promised verbally and in writing. The condition to be met was a successful installation and three year contract. My installation was completed 6/21/23 with the three year contract. I contacted Secure24 by email on 6/23/23 to follow up on the rebate offer. I was contacted by phone and the caller promised me that the rebate would be in the mail. As of 7/25/23 I have not received my rebate and no one will respond to my request for written follow up.

  Business response

  07/27/2023

  To Whom It May Concern,

  To follow up on the case filed by this customer. We have spoken with the customer and informed them that we have the rebate check offered cut and ready to be sent out. We informed the customer she should receive the rebate check in the next week or so. Customer was pleased with the resolution.

   

  All the best,

  Customer response

  07/27/2023

  I appreciate the prompt response to my complaint.  Once I have received the rebate check, I will gladly accept the business response on the BBB website.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contracted for home security through Secure24 (LVD Concepts) at the end of June with a scheduled installation date of 7/22/2023. My contract states I can cancel worry free and without ramifications through 7/3/2023. I have been calling them for weeks to cancel beginning on 6/30/2023 going through today, 7/18/2023, due to an issue/delay with the purchase of my new home. No one has returned my calls, replied to my emails, nor responded to the cancellation notice I mailed (as instructed in the contract) to LVD Concepts. I am fearful this is a scam and, therefore, reporting them to the BBB in a desperate attempt to receive a response and ensure cancellation. This service hasn't even been installed yet, so it really shouldn't be this difficult to cancel, especially when I have followed all the instructions as per the agreement/contract. Also, they provide nearly 12 different phone numbers to contact and, if you get through at all, you're told your account does not exist!

  Customer response

  07/19/2023

  I would like to proceed with closing/cancelling/withdrawing my complaint that I filed against Secure 24 Alarm Systems as they finally reached out to me today and were able to resolve the situation. I've attached the complaint to this email. Please let me know if you need anything else to proceed with this action. Thank you for your assistance and attention to this matter. 

  
  

  All the best!

  
  Samia Javed 

  Cell / WhatsApp: ***************

  Email: **********************

  LinkedIn: ***************************************

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have received poor service from Secure 24 Alarm Systems from inception. They sent a technician to my house and started charging me for service when the alarm system wasn't installed property. They offered one month of free service for the poor service, but charged me for the month instead of honoring the agreement. Additionally, on 6/22, Secure 24 Alarm Systems took an unauthorized amount of money out of my account of $229. This was supposed to be for a security camera, which was not actually installed. Once I informed them that money was taken from me without my consent, I was told that it would take a week for it to be returned. I have only been a customer of the company for a month, so I asked to cancel my subscription due to terrible service and I was told that I have to complete 75% of my contract before I can cancel. I would like to terminate my service with Secure 24 Alarm Systems who is a distributer under ADT and just set up an account with ADT. I have received terrible service, long waits and no solutions, and a total lack of accountability from Secure 24 Alarm Systems.

  Business response

  07/14/2023

  To Whom It May Concern,

   

  To follow up on the case filed by this customer. We have spoken with the customer and apologized for the inconvenience of not getting the camera installed. We have processed a refund for $229 paid for the add on camera. We have offered to reimburse 2 months of monitoring $130 in the form of a check to be sent out to the customer. The customer requested to cancel, Due to the contract on file we would ask for the customer to pay 75% Balance on contract due to the request being outside of the 3 days right to cancel without penalty. I have attached our cancellation policy with this response.

   

  All the best,

  Customer response

  07/14/2023

  Complaint: ********
  
  I am rejecting this response because: The account made by the company/supervisors is inaccurate. Due to poor services I received I asked to terminate my account. Both managers Dillon and Mike stalled on being responsive to my issue, therefore making it difficult for me to cancel my contract within the one month grace period. Additionally, I was told I would receive a refund rebate check within one month to 6 weeks and have not. Secure 24 has taken a monthly payment from me and has failed to send a rebate.
  
  Again, I am asking for a termination of the contract due to poor service and negligence.
  
  Sincerely,
  
  ****** ****

  Business response

  07/19/2023

  To Whom It May Concern,

  To follow up on the case filed by this customer. We have spoken with the customer and again went over the 75% balance on contract due to the 3-day cancellation policy. We do not have a 30-day cancellation policy. If this customer would like to cancel, we would ask for 75% of the remaining balance on the contract. We sent a rebate check for the 2 months offered but the check was returned. We have reshipped the rebate for 2 months offered to the updated address.

   

  All the best,

  Customer response

  07/25/2023

  Complaint: ********
  
  I am rejecting this response because:

  The claim that the supervisor has made is fraud. No rebate was ever received to be returned. After I received the claim rebuttal from Secure 24, I called to check on the status of the rebate and was not able to receive a clear or coherent account as to whether or not it was ever processed, when I could expect to receive it, and why it has taken so long to receive (why was beyond the 30 days that was communicated with me. Additionally, I requested to speak with the supervisor Dillon over two and a half weeks ago (since he is the person who approves and authorizes rebate requests), and even as I type this, I have not received a return call from him. 

  This poor customer service and terrible communication exemplifies the reasons why I am completely dissatisfied with the service that I have received from Secure 24. 

  Again, I am requesting a release from the contract without having to pay 75% of the contract due to terrible service, delayed technical issues, and poor customer service. 

  
  
  
  Sincerely,
  
  ****** ****

*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. ↩