ComplaintsforSecure 24 Alarm Systems

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Account information was input incorrectly without any correction made. They put the account under what was supposed to be an emergency contact. The security system was installed incorrectly and I havent been able to use services because of it. Ive called the authorized dealer 5 times with a callback number and havent gotten one response about fixing my issues. A Ring doorbell camera was installed in my house that was registered to someone else which is a safety issue and unusable. I called the corporate office twice to get ahold of the authorized dealer and finally got ahold of them but they are refusing to let me out of my contract. Im at my end. I dont want to deal with the authorized dealer anymore, they have proved themselves to be unreliable! Its taken two call to corporate to get ahold of anyone.

  Business response

  06/08/2022

   

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

  LVD CONCEPTS INC

  dba: SECURE 24

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

  ******************-6508

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

  Please transfer to the correct company.

  Business response

  06/16/2022

  To Whom It May ****************** Follow up on the case filed by this customer. We have reached out to the customer over the last week but sadly have only been able to leave voicemails for the customer to reach back out to us so we can further assist with the issues listed above. We will continue to reach out to the customer to come to a resolution and will follow up with the resolution in another response. 
  
  All the best,
  
  
  

   

• Initial Complaint

  05/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 5/6/2022 I set up a service and product purchase with secure 24. We had an agreement on when I could make the initial payment and have the product installed. Without my knowledge or consent they gave my bank information to another company who took money out prior to our agreement. When I talked to secure 24 I was promised my money back immediately and it took days, by then the unauthorized payment caused my account to go negative and when I told them I wanted them to pay for the overdraft charges that they caused they said I could only get the money back if I continue with my purchase and it would take them 4-6 weeks after the installation to get me the money. They said it's legal for them to give my account information to other companies without my consent. They also forged my initials in a signature box I received from the second company. I was never sent a contract but I do have a couple emails from the salesman claiming fault.

  Business response

  05/25/2022

  To Whom It May Concern,

   

  To follow up on the case filed by this customer. We have spoke with the customer today and apologized for any misunderstanding with his account we were going to set up at his new property. When we spoke with the customer he informed us he did not appreciate us passing his information over to safestreets another authorized dealer of *** to do the installation. Speaking with the customer we informed him that we did not have a installation technician in the area but safestreets did have one and they would be able to do the installation of the *** services. Customer did not want to move forward with the installation due to safestreets charging the customer before installation date causing the customers account to be overdrafted. After speaking with the customer we have agreed to cover the customers overdraft charges due to the funds being pulled earlier then they should have been. We have requested the customer send a statement over to show overdraft charge amount. Once we receive the bank statements with overdraft charges we will be cutting and sending a check out to the customer to cover charges. Customer was pleased with the response but will not be moving forward with the *** services.

   

  All the best,

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The owner/representative promised a security system with smoke/fire monitoring. That was not ultimately included in the installation. The owner/representative is unresponsive about this issue.

  Business response

  05/05/2022

  Too Whom It May ***************** follow up on the case filed by this customer. We have reached out to the customer a few time left voicemails and sent a email requesting a call back to schedule a service call to complete the installation of the smoke and carbon detectors but sadly have not heard back from the customer. We will continue to reach out to finish this installation and come to a resolution for this customer.

   

  All the best,

  Customer response

  05/05/2022

  Better Business Bureau:
  
  I've received a few phone calls from a number I do not recognize.  They seem to be concurrent with emails from what appears to be a scam asking to fix supposed problems with the cameras installed.  There are no issues with the cameras so my assumption was this was a attempted to get access to them for some bad reason.

  I will return both call and email.

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

• Initial Complaint

  03/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed a contract with ADT for new service to secure my home. The contract states I would be responsible to pay $59.99 per month yet, they are taking $60.55. It should be illegal for them to add tax onto any payment after an agreement has been signed for a specific amount. If they are looking to include tax on these items, they need to do in the contract and not take the taxes after they give the customer their monthly amount. That is misleading and not what the agreement that was signed states and they should not be able to do this. They are over charging for equipment which is ridiculous and then want to do what they want outside of a signed contract. I would like for them to fix my billing and remove the taxes as they need to be responsible for that since this was not initially entered in the agreement.

  Business response

  03/24/2022

   

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

  LVD CONCEPTS INC

  DBA: SECURE24

  1507 ********** STE V8

  *********, **, 37212-2905

  Please forward this on to the correct company.
  

  Customer response

  03/28/2022

   
  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. I will file with the correct company. 
  
  Sincerely,
  
  ***************************

  Business response

  03/31/2022

  To Whom It May ***************************** follow up on the case filed by this customer. We have spoke with the customer about the issues above. Apoligized for any misunderstanding about the contract and the state taxes included with the package. Customer just wanted to make us aware she did not see it in the contract signed. Speaking with the customer i infomred them we do have it on the first page but we will get with the team to see if we can improve the process. I offered to cover the state taxes for the 36 month agreement but they did reject the refund stating they just wanted to make us aware. I appreciate this customers feed back and will be working towards a better experiance for all.

   

  All the best,

  Customer response

  03/31/2022

  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

  03/22/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  In November 2021 I contracted with what I thought was ADT to install alarm services along with a backyard camera and a doorbell camera at a property I own in Long Beach Township, NJ. A partial installation was done on Monday Nov 15 by ******. I had to take off work for this appointment. He refused to climb a ladder to properly install the keypad and left it lying on the side of a bookcase. He did not install the keypad or doorbell camera and told me he would be back another day but insisted I purchase a wifi extender which I did for $300 bucks for his next visit. I scheduled at least 4 appointments taking off work for each day. He never showed up and never called to tell me he was canceling. I called the company also named Secure24 Alarms repeatedly and was told they would send someone but they never did. Finally I stopped paying the bill. Then ADT called me and informed me they were a subcontractor of theirs but that they would get the install completed. Well they too scheduled appointments which they never showed up for. It is now 4 months later and I tried one more time on March 19, waited 4 hours and they never showed up, again! I want to cancel the account and have them take back all their equipment. The contract is null and void since they did not fulfill it and their promise to install all the equipment. I do not want to pay another cent and wish to file a formal complaint against their business. I would like all money back and restitution for my lost wages. I do not get paid if I don't show up for work. They have cost me over $500/day x 4 days= $2000. and the alarm system is still not installed properly.

  Business response

  03/25/2022

  To Whom It May Concern

   

  To follow up on the case filed by this customer. We have reached out to the customer multiple time over the last few days as well as left voicemails but sadly we have not heard back from the customer. We will continue to work this case and come to a resolution for this customer. We will follow up as soon as we speak with them and come to a resolution.

   

  All the best,

  Customer response

  03/25/2022

  Complaint: ********
  
  I am rejecting this response because:
  This is not true. I received one message from an unmarked number

  late Friday when most people have gone home n the office was closed. Why do they lie?

  of course I want this installation completed. When will they do it?! I will try to call the unmarked number again but these

  people are full of it!
  Sincerely,
  
  ***** *******

  Business response

  03/28/2022

  To Whom It May Concern

   

  To follow up on the case filed by this customer. We have spoke with the customer today and apologized for the missed appointments that were scheduled. I have scheduled this customer for a service call for 04/02 to finish mounting the panel as well as fixing the issues with the doorbell camera.  Customer was pleased with the response and was excited to get the installation completed with a different technician.

   

  All the best,

  Customer response

  03/30/2022

  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.  However, I was also contacted by someone else in the organization via email attempting to change the scheduled appt to a day that I am unavailable.  I hope this doesn't mean that they will again not show up for the scheduled appt on 4/2. I will be waiting on 4/2 and hoping they show up.
  
  Sincerely,
  ***** *******

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2 opposite issues. 1) my wife and I purchased our first home in May 2021. My wife signed a contract with ***.during the installation, the installer said if we were unhappy with services we could cancel. Immediately after installation, while the installer was still in our home, we verbally spoke to our insecurities about the system. Again, the *** installer was still at our home. After calling customer support, We were told the installer misspoke and that we could not get out of it without paying over $1000, the full terms of the contract. We have yet to set the alarm while away because we are terrified that if the alarm did go off, it would give our eldest dog a heart attack. *** couldn't care less.2a) There is an extremely old alarm box in our master closet from Brinks. I called the number on the box, and *** picked up. This conversation is what pushed me over the edge to formally make this complaint. 2b) I am looking for ***/Brinks to come and take away this old system with 30+ wires going into my wall. I was told I have to hire an electrician to remove ***/Brinks' property from my closet. That alone is absurd, something I am not qualified for or comfortable with removing, and as a currently paying customer, our service *** should be the one to remove it. I must pay for removal of ***s property, while I am paying them an astronomical amount of money a month!!!!!! Reminder I tried to get out of this contract within 72 hours of signing. At this point, after contacting *** this evening with zero success or information on how to proceed, I want our contract cancelled immediately and this bulky security box safely removed from my home. *** is not a company I ever want to pay another dime to, or refer a friend/family member. Looking forward to hearing back from you.

  Business response

  02/26/2022

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

  
  LVD Concepts Inc
  3769 Pontchartrain Dr
  Slidell, **, 70458-4852
  **************
  
  Please forward this on to the correct company.

  Business response

  03/02/2022

  To Whom It May ******************* Afternoon, To follow up on the case filed by this customer. We have reached out to the customer and addressed the concerns below. The customer was looking to cancel the services due to no longer wanting the alarm system in the home. We went over our cancellation policy with the customer and informed her that any cancellation request outside of 3 days of the original install would result in a cancellation penalty. Customer agreed to keep the system and keep paying the monthly fee until the contract was fulfilled. Customer also expressed concern of a old brinks box that was in the home prior to install. We agreed to schedule a tech to come out and remove the box for the customer at no cost. Customer was pleased with the resolution and will be keeping the *** system. Please advise if any further action is needed.

   

  All the best

• Initial Complaint

  01/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a new home and was given a promo as apart of that purchase to get home security thru ***. A tech came out & installed it on 12/8/21. I paid 99.00 dollars for installation and 68.00 for first mth service. The doorbell camera did not initially work & the tech switched it out that day. Everything worked fine until that weekend. On the following Sat, Dec. 11th someone rang my doorbell while I was out & when I attempted to see who it was there was no footage. From that point fwd the doorbell has not worked. The tech has been to my home to change the doorbell twice. Ive purchased additional equipment in hopes to give better signal to the doorbell. Nothing has worked. Ive called to cancel the service & they refuse to do so without charging a 1600 dollar penalty. They refunded me 64.00 for the inconvenience and insist of having the tech come again. I am supposed to have some type of money back guarantee which they refuse to honor. I reached out to *** but they refuse to help citing I set service up with an authorize agent so I have to deal with them. I am thoroughly disgusted with the lack of service & the even worse customer service. I want this account closed as I will not continue to do business with them.

  Business response

  01/11/2022

  To Whom It May Concern

  We have spoke about the issues below with the customer. The customer is upset due to having the doorbell camera recordings showing up glitchy as well as a buzzing sound coming through the doorbell. We have replaced the doorbell on one occasion to try to fix the issue but sadly with no luck. We have a different style doorbell that we believe will work with the doorbell wiring on the property. When speaking with the customer we offered to do a service call to swap out the doorbell but sadly the customer denied and requested to cancel. Went over the cancellation penalty with the customer and she did not want to pay the penalty. I offered to cover 2 months of monitoring for the customer but that was also denied. Due to the contract on file would would ask to get out another time to try to fix the issue before we would cancel the account. We have offered to fix the issues with the system, We have offered to cover the next 2 months of monitoring but sadly all denied. If customer wishes to cancel we would ask the customer to pay the 75% remaining balance on contract.

   

  All the best,

  Customer response

  01/11/2022

  Complaint: ********
  
  I am rejecting this response because:
  The doorbell was already replaced TWICE, a technician has been involved TWICE. There is no further troubleshooting to be done. The service did not work and the company was given multiple times to resolve. So yes I declined wasting more time with pointless troubleshooting. I spoke to ***** again today, 1/11/22 and several people with “corporate” and still no one has resolved my issue. The only outcome acceptable is honoring the 60 day contract in the mentioned agreement.
  
  
  Sincerely,
  
  *** ******

  Business response

  01/12/2022

  To Whom It May Concern,

  To follow up on the case filed by this customer. We have spoke with the customer again today 01/12 to offer to swap out the doorbell camera with a different style doorbell that we believe will work better with the doorbell wiring on the property. When we offered to schedule the service call the customer was not willing to have the tech back out to the property to fix the issue. Customer then requested to cancel service we went over the cancellation policy and how we have a 3 day cancellation policy in place anything outside of that would result in a penalty of 75% of the remaining balance on contract. Customer became upset and terminated call. We have offered to replace the doorbell to fix the issue, We have offered to cover 2 months of monitoring but all have been denied. I have attached files outlining the cancellation policy in the contract. We would ask to send a tech out to the property to fix the issues before cancelling out the account or have customer pay 75% remaining balance on contract to cancel.

   

  All the best

  Customer response

  01/13/2022

  Complaint: ********
  
  I am rejecting this response because:
  The business is simply repeating the SAME STEPS over and over again. I was NOT offered two months of service nor have I received credit above the first month. The recommendations of changing the doorbell HAS BEEN DONE! I did not choose what type of doorbell to install and had this complaint not been filed would not have gotten near this much response. If the service will not been cancelled, equipment picked up and termination waived then there is no further conversation needed.
  
  
  Sincerely,
  
  *** ******

• Initial Complaint

  11/05/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My home inspection company referred me to this ADT, which offered a $100 reimbursement check for the installation fee for service. They advertised that the reimbursement check would be issued within 30 days of installation. On 9/9/21, my service was installed. On 10/9/21, I spoke with ****** ******, the business manager for Secure 24 alarm systems. He assured me that my check would reach me by the following week. On 10/27, I contacted ****** by phone and email regarding the status of my check. On that date, ****** notified me that the check should now reach me by 11/01/21. He also mentioned that if I had not received the check by that date, I should call him again. As of today (11/5/21), I still have not received my $100 reimbursement check.

  Business response

  11/10/2021

  To Whom it may concern

  To follow up on the complaint filed by this customer. We have reached out to the customer multiple times but sadly have not gotten a response back. We will continue to reach out to the customer to try and resolve this issue.

   

  All the best,

  Customer response

  11/10/2021

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

   

  I have never been contacted by this Kyle individual or anyone in his department. ****** ****** is the only person from this company that has contacted me, and only after I made several calls and sent emails. Yesterday, 11/9, I emailed him yet again, to advise him that my check has still not been received. His emailed response is attached.

   

  The only time that anyone has made contact with me in regards to my $100 reimbursement check was after I initiated and repeatedly made contact. The only person who has ever contacted me was ****** ******.
  
  
  Sincerely,
  
  *** ******

  Business response

  11/10/2021

  To Whom It May Concern,

  I have spoke with the customer about the 100$ rebate check she did not receive. I informed the customer we did send out a rebate on 10/19 but sadly she had not received it yet. I offered to refund the card on file for the 100$ but sadly the card is no longer valid due to fraud charges. I have sent a email to our rebate department and void the previous check and issue a new one in the next few weeks. The customer was pleased with the response. I have given my direct number to the customer to reach out if she has any further issues.

   

  All the best,

• Initial Complaint

  10/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My husband and I recently bought a home that had an existing ADT system. I was lied to regarding the buyers remorse period which was sold to me as a 30 day test trial, turns out that is 3 days. **** behold I call on day 15 saying that it just isn't for us. Where I was told I will have to pay 75% of the remaining contract. Absolutely not. I asked to speak with a manager. 4 days go by and nothing. So I called back and was hung up on 3 times in a 2 hour time span. The manager finally said he would give me one month paid and bring the total monthly bill down. Cool. I also confirmed that there would be no additional costs or subscriptions for the ring doorbell that was in the original package because I had received an email from ring saying that our subscription was about to end. I was assured that it will not and will continue to work as it has. That was another lie. I've had it with this company. I am now again on day 5 of waiting for a manager to call back regarding me canceling again.

  Business response

  11/04/2021

  To Whom it may concern

  To follow up on the case filed by this customer. We have spoke with the customer to try to resolve the issues. Customer was not aware of subscription fee for the ring doorbell that was installed by our technician. We offered to cover a month of monitoring as well as cover the subscription fee for the ring camera 30$ a year over the 3 years would be 90$. Customer requested to cancel. We went over our 3 day cancel policy outlined in the contract on page 10 and informed customer if she wished to cancel we would ask for 75% remaining balance on the contract. Customer was upset saying it was told to her it was 30 days after which she terminated call. We offered to cover a month of monitoring, offered to cover ring subscription but both was denied. If customer wishes to cancel we would ask for 75% of the remaining balance on contract as stated in the contract on page 10.

   

  All the best,

  Customer response

  11/04/2021

  Complaint: 16074713
  
  I am rejecting this response because:
  
  This company tried to compensate by paying for a month of monitoring

  and upgrading to install monoxide detectors. You admitted guilt by trying to compensate

  the error of one of your employees. I have sent 3 emails to you over the last 

  two weeks regarding setting up a time to pick up your equipment. I again 

  will not be making payments to this company and a stop pay hold has been 

  placed against your company for any future payments. You need to take responsibility 

  for your employees, respect your customers, and not expect me to pay 75% of a contract 

  when I was informed of a 30 day trial. 

  
  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. ↩