Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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,
  
  *********************ales guy (******) said there was no windows sensor in the package and they forgot about the other door sensor and they would make it right. I mentioned to them that the initial call stated we would get window sensors also. Fast forward to May 22, and after 3 messages to the installer no contact back. Still waiting for them to make it right. Called the **************** line, but they are not willing to work with us, you signed a contract (too bad, so sad). There is a 75% penalty to cancel the contract. I wanted to return all equipment and cancel service. This is such a bad business relationship to start only 2.5 weeks into a 3-year commitment. The customer service agent (******) stated they had no relationship with the first caller who promoted the package and the free accessories. I straight up asked them will they work with us to get this resolved, they said NO!

  Business Response

  Date: 05/24/2024

  To Whom It May ****************************** follow up on the case filed by this customer. We have spoken with the customer, and he informed us that he did not get the windows protected during the time of the installation on 05/08/2024. We apologized for the inconvenience and offered to ship a motion detector and a few contacts to better protect the home and provide further protection to the customers windows. The customer was happy to receive the motion and the contacts and was open to our office providing further assistance with helping them get the devices installed. The customer was pleased with the resolution and will be keeping the *** services.

   

  All the best,

• Initial Complaint

  Date:05/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The issue has been resolved. 

  Business Response

  Date: 05/09/2024

  To Whom It May ****************************** follow up on the case filed by this customer. We have spoken with the customer and received the itemized invoice for the repairs tot he ceiling. We have spoken with the repair company to confirm the amount of $1400 for the repair to the ceiling. We have approved the check and will be sending the repair check to the customer within the next two days. The customer was pleased with the resolution.

   

  All the best,

• Initial Complaint

  Date:04/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the worst companies to ever do business. I originally purchased my home in April 2021 and an ADT retailer came out, offered a deal that included $100 rebate that I never received. The installation process was horrible. They refused to cancel the service without a payment of at least 75% of the remaining balance on a 3 year contract. I didnt cancel because if I had to pay them anyway then I should at least be getting the service. The service never worked while it was in the home, but they were paid every month consistently. In March I called LVD concepts in order to verify, the contract had ended and they would no longer be billing. I was told that everything was taken care of on their end and then they forwarded me to corporate to make sure they canceled the monitoring. Yesterday morning April 18, 2024 I received an invoice that states that secure alarms LVD concepts is going to attempt to bill my card in a week I contacted Elvedi concepts and the reception is immediately forwarded me to corporate upon speaking with corporate they have stated the monitoring services are canceled on their end so there is absolutely nothing they can do. They cannot take a complaint they cannot Escalate the matter because the account is canceled. The only thing they can do is send me back to the dealer. They stated that sometimes if a dealer is really bad, theyll revoke their license but they have not done so for this company and were not willing to investigate on my behalf, in my attempt to speak with a supervisor I was given the runaround I have yet to receive a call back. ADT does not care about their customers because if they did, they would no longer do business with this dealer but because they are getting paid from their unscrupulous practices, they dont really bother to do anything.

  Business Response

  Date: 04/19/2024

  To Whom It May ****************************** follow up on this case filed by this customer. We have spoken with the customer and was notified the customer would like to cancel the services. Reviewing the account, we see the customer had completed the ******** agreement. We have placed a cancellation on this account and will not seek any further charges from this customer for monthly monitoring services. The customer was pleased with the resolution.

   

  All the best,

• Initial Complaint

  Date:04/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company misled us to believing that were ADT. Company supplied useless security camera and do not honor activating already installed wired camera that we own. When we tried to contact company with complaint and request to rectify the problem (after being a victim of a crime and not having it recorded due to their faulty camera) they have been avoiding us. We were told that we would be called by a supervisor 4/1/24 and we were not. We called during regular business hours and were sent to voicemail. We are waiting for a response to our voicemail currently. We want to cancel and we cant reach anyone.

  Business Response

  Date: 04/02/2024

  To Whom It May ****************************** follow up on the case filed by this customer. We have spoken with the customer. They notified us that they had a recent break in with their car and the doorbell camera did not catch the break in. We apologized with the issues they experienced and offered to add a free outdoor camera to better secure the home. The customer asked if the cameras had to be connected to Wi-Fi. We notified the customer that we do not offer another style camera that does not require Wi-Fi connection to function. The customer understood and requested to remove the doorbell camera installed and downgrade the package. We agreed to remove the camera and downgrade the service to the remote package for $49.99 a month. We have a service appointment scheduled for 04/03 to remove the camera and downgrade the package.Customer was pleased with the resolution.

   

  All the best,

• Initial Complaint

  Date:03/12/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I elected to install ADT services in my home after being promised a $200 rebate in August 2023. I received a check in the mailed for the promised amount on March 5, 2024 dated September 18, 2023 void after 90 days. The check was returned by my bank twice for NSF.I called ADT and they stated that it was not their fault and they could not reprocess the rebate check and no longer use that company. This unfair practice with the bait and switch promised me one thing and now will follow through. I pay $70 a month for services. Ive paid in total $560 and would like my rebate or a refund of my services.

  Business Response

  Date: 03/13/2024

  To Whom It May ****************************** follow up on the case filed by this customer. We have spoken with the customer he notified us that the rebate check for 200$ was issues on 09/18/2023 but was not received. We apologized for the inconvenience since the check was not cashed within 90 days the check was voided. We have added the customer to our rebate wall and will be issuing a new check for 200$. The customer was pleased with the resolution. We will follow up with the customer once we have confirmation on the new check being issued. 

   

  All the best,

• Initial Complaint

  Date:02/01/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with SECURE24 ALARM SYSTEMS. I do not have a contract with ACCOUNT RESOLUTION CORPO they did not provide me with the original contract as I requested.

  Business Response

  Date: 02/02/2024

  To Whom It May ***************** follow up on the case filed by this customer. We have reviewed the account and see we had installed this customer on 11/12/2022. Reviewing the account, we see the customer had sopped payment on the monthly monitoring charges. We reached out to the customer to notify them of the late payments but sadly the account was cancelled due to nonpayment.  We notified the customer that we would ask for the early termination charges to be paid due to the agreement on file. The customer stated he would like a copy of the contract on file. The customers contract can be found on the Myadt.com website under documents. At this time, we would ask the customer to pay the early termination charges. I have attached a copy of our terms and conditions relating to the cancellation policy.

   

  All the best,

• Initial Complaint

  Date:12/04/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date: 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,

  Business Response

  Date: 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

  Date:11/07/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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??

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

  el 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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,