Complaints

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After I had cancelled service, moved, and the new owners had registered with Lakewood Alarm, the company did not get my credit card taken off of the account associated with address and I was charged for following month. I called to report it, but was questioned and told that it had not been charged to my credit card but to the new owners credit card. Clearly, I had the credit card charge to prove it. I was told they would discuss it and get back with me. After calling multiple times to check on the credit, I was told that it had been discussed in a meeting and I should be getting the refund that week. For over a month I have been trying to contact this company about the refund. They will not answer calls nor return voicemails. I had planned on getting a new system through them at my new house, but I no longer trust this company. I have also heard from others who have the same complaint about overcharges and then no answer when they try to get it corrected. Something has changed in the past year or so and I can no longer recommend this company.

  Business response

  11/14/2024

  
  
  Mrs. *****,
  
  I wanted to follow up regarding the charge that was made to your account on the same day the new owner took over the system. As I mentioned previously, the invoices for all our customers were auto-charged, and once the charge was identified, we encountered an issue with your card no longer being associated with the account, which has prevented us from issuing the refund directly to your card.
  
  I understand that you were not comfortable adding your card back to the system, and I respect that. However, I have had a check prepared for you for some time now, but Im still awaiting an address from you to send it.
  
  Ive attempted to reach you several times via phone and left multiple voicemails, but I havent received a return call. I have also checked our phone logs and there have been no incoming calls from you.
  
  To ensure that we can resolve this matter promptly, could you please provide me with an address where I can mail the check? Your timely response would be greatly appreciated, as I want to make sure you are refunded as quickly as possible.
  
  
  Heather  
  Accounting Department
  Lakewood Alarm LLC
  
  
  

  Customer response

  11/15/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 

  I had given my new address, twice, to the company. I had also agreed to give them the credit card number again but was told that was not possible. They do have my phone number and could have called at any time to request my address. They called yesterday, so I know they still have my phone number on file. That is the only phone call I have received from Lakewood Alarms since I called to notify them of the mistake on 9/1/2024.  I have called all three of the phone numbers that I have and left multiple messages so I would like a current, correct contact phone number. I have records of phone calls made and received. I am willing to submit if they would like. I have not received any phone calls until yesterday. 

  Address: **********************************
   
  Sincerely,
  
  *** *****

• Initial Complaint

  07/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Three or Four years ago I hired them to install a security system in my office and video surveillance and I own that free and clear. Last year around December I was getting their estimate and comparing estimates with the sales manager. He stated that he would honor the other companies pricing to earn my business. ***** is the sales manager. Once I agreed to hire them they installed the security system and the video surveillance system at my home. The owner stated that they will not honor the pricing for the video surveillance after it was installed in my home. I have proof that they would do it at that price and not the price the owner is trying to charge me for now. I have tried to reach out to them to figure out where we stand. They will not return my calls. I receive emails. Since then I have decided to terminate all services and if there any past due balances for the alarm system I will pay that. They have a alarm code installed in the alarm panel, and they are refusing to release that code. I need the code to switch services. I am willing to pay a past due balance for any monitoring or equipment fees in exchange for the alarm panel code for both locations. I paid by check for my system at my office.

  Business response

  08/14/2023

  See attachment. 

  To: Better Business Bureau
  
  ainst Lakewood Alarm LLC **** ****** ******** ******* ** ************** ********* ************ *** *
  
  Recap of ****** Complaint to Better Business Bureau:
  
  Complaint Involves:
  
  Selling Practices
  
  Customer's Statement of the Problem:
  
  "Three or Four years ago I hired them to install a security system in my office and video surveillance and I own that free and clear. Last year around December I was getting their estimate and comparing estimates with the sales manager. He stated that he would honor the other companies pricing to earn my business. ***** is the sales manager. Once I agreed to hire them they installed the security system and the video surveillance system at my home. The owner stated that they will not honor the pricing for the video surveillance after it was installed in my home. I have proof that they would do it at that price and not the price the owner is trying to charge me now. I have tried to reach out to them to figure out where we stand. They will not return my calls. I receive emails. Since then I have decided to terminate all services and if there any past due balances for the alarm system I will pay that. they have a alarm code installed in the alarm panel, and they are refusing to release that code. I need the code to switch services. I am willing to pay a past due balance for any monitoring or equipment fees in exchange for the alarm panel code for both locations. I paid by check for my system at my office."
  
  Desired Settlement:
  
  Other (requires explanation)
  
  "I am willing to pay a past due balance for any monitoring or equipment fees in exchange for the alarm panel code for both locations I paid by check for my system at my office."
  
  The following Is factual information of events related to this complaint.
  
  Customer Information **** had given regards to this complaint:
  
  J*** ****** *** ***** **** *** ******* ****** ** *****
  I would like to make a few corrections to the above information **** ****** has given. The customer's last name: ******** is not John's last name. His actual last name is: ******
  
  The address: "*** ***** **** *** ******* ****** ** *****" we have this address as *** ***** **** *** ******* ** ******
  
  The Following is Our Response to ****** Complaint:
  
  If a customer was to call Lakewood Alarm LLC stating, they want us to release the GSM so they can go to another alarm company we will usually comply after we try to fix any problems or misunderstandings the customer may have with our company along with the following checklist:
  
  The following must be checked off before any GSM's are unlocked.
  
  1. Are past due and current monthly monitoring service charges paid in full?
  
  2. Are past due installation charges paid in full?
  
  3. Are past due equipment charges of any kind paid in full?
  
  4. Are there any leases or programs in place that are still active? (The remainder amount will need to be paid in full)
  
  5. Are past due service call charges paid in full?
  
  6. Is the customer still under a service agreement contract? (If so, this will have to be brought to the owner's attention and a discussion is then to take place)
  
  7. Have they sent an email or letter stating their account information along with the words "cancel my services"?
  
  John's business we cover: Ozark Stone Yard **** does own all his equipment at this location.
  
  However, he has stopped making his monthly monitoring payments since 03/0 I/2023. GSM can not be released at this location at this time due to arrears.
  
  ****** **** ********** *** ********** *** **** ******** ** ***** **** still owes for his cameras and NVR since 12/20/2022 in a lump sum.
  
  He has also stopped making his monthly monitoring payments since O1/01/2023. He is under our security platinum program where we set a monthly payment amount for the security system instead of a lump sum upfront till the system is paid in full.
  
  GSM can not be released at this location at this time due to arrears.
  
  On Monday July 17th at 3: l 6pm I did receive an email from **** "I get no answers from you regarding the alarm system so yes cancel"
  
  Then after I had sent some emails about invoices that are owed, he sent an email the next day on Tuesday July I 8th, 2023, at 8:47am stating "I would like to work things out with you. Please send copies of all contracts and hold off on cancellation of all services until further notice. I will look everything over and make a decision by the end of the week."
  
  Cancellation of services was put on hold. We have yet to receive any written communication from **** to reinstate the cancellation process since the July I 8th email.
  
  Any changes to what was agreed upon during and after the original sale and installation of equipment has been put into written form and signed by both **** ****** and ***** our sales manager. I have sent **** all documentation regarding his accounts, and I have asked if he had any documentation that I may not have to please send me a copy. He has yet to provide any documentation different than what we already have.
  
  **** has made no attempt to make any payments to either one of his accounts and has stopped responding to emails after 07/24/2023. We have decided to hand these accounts over to our lawyer Jill Parks.
  
  The above information is factual to my knowledge. If there is anything else, you may need please reach out.
  
  ********

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My alarm system is working correctly. There are other products that are under dispute that I have not been paying on. There are products that I have been paying on and they refuse to fix my system when it is under warranty. They are sending bills for a system that is not working. I am under contract with them. I would like for them to repair my system.

  Business response

  05/05/2023

  The following is factual information of the events related to this complaint.
  
  Mr. **** ****** left a voice mail message for Lakewood Alarm on April 25, 2923 at approximately 6:00 p.m. with the following statement:
  
  “This is **** ****** at (he provided his address).  You guys have disabled my alarm system that controls my door locks, air conditioning and security alarm system.  I am current on my balance and bill and you disabled my system.  If this is not turned on within 24 hours, I will proceed with other actions, not with a lawyer, but with the police. 
  
  The Service Manager of Lakewood Alarm responded to Mr. ****** via email on the same day, April 25th at 6:22 p.m. with the following response.
  
  Lakewood has not disabled your alarm system, nor have we made any changes to monitoring, remote access, etc.  I have reviewed your system access and see that your login and your account is still active.  However, I do see there is a problem with your panel’s radio communicator.
  
  I will contact alarm.com in the morning and see if any remote fixes can be made by them to resolve the issue.
  
  Mr. ****** responded on April 26, 2923 at 9:48 a.m. via email and stated the following:
  
  “Let me know and I want to talk to you about the cameras.” 
  
  On April 26, 2923 at 3:21 p.m.  The Service Manager emailed Mr. ****** back the following information:
  
  I have contacted alarm.com technical support this morning about your system not communicating.  They have advised me that the best course of action would be an on-site visit to check into the system in person.   However, I have included images to guide you through troubleshooting your system at your house.  I recommend you do all of this with the system disarmed.  Detailed instructions with pictures providing guidance were sent to Mr. ****** in an effort to correct the system problem remotely and as soon as possible.
  
  On April 28, 2023 at 2:14 p.m. Mr. ****** wrote:  So I tried twice and no luck.
  
  On May 1, 2023 at 5:03 p.m.  The Service Manager wrote:  I can put you on the schedule for next Wednesday the 10th in the afternoon if that works for you.  We have a replacement panel on its way and are waiting for that.  There will be no cost for this visit.  If you are not able to meet us on this date and you are comfortable doing so, you could provide me with the door code and we will take care of your system without you there.  We will utilize all of your current sensors, thermostat, and door lock, just replace the panel.
  
  On May 1, 2023 at 6:24 p.m.  Mr. ****** sent an email stating the following:
  
  I called earlier and the lady in the office was rude and hung up on me.  So I called the BBB and filed a report.  I will not be rude to and I will not be screwed over.  I always paid my bills on time until ***** lied to me and re-wrote a new contract without me agreeing to that price. So I will be here on the 10th as I want a time. 
  
  In response to this accusation in the above statement that the “lady in the office was rude and hung up on me”.  On May 1, 2023 at 2:05 Mr. ****** did call into the office and spoke with the Administrative Assistance.  The Administrative Assistant was interviewed regarding what transpired during this phone call.  She indicated Mr. ****** was aggressive and confrontational throughout the call.  This is her recollection of the phone conversation.  At first he did not identify himself.  He stated he keeps getting an invoice every month for a system that never worked.  He stated that is ridiculous.  At that time the Administrative Assistant asked him for the name on the account.  He said **** ******.  She then stated she was not allowed to speak with him directly because she has been told all communication must go through our attorney.  At that point he said “ok, then” and stopped talking, so the Administrative Assistant hung up the phone assuming the conversation was over.
  
  For the purpose of accuracy, Mr. ******’s security system has worked until we were notified by him via voicemail on April 25, 2023 as indicated above that it was not working.  In looking at when the system failed, it failed on Saturday, April 22, 2023 at 7:19 a.m. for the first time since installation on November 29, 2022.
  
  The accusation toward ***** is a matter in litigation at this time and Lakewood’s position is we are not privileged to discuss his accusations toward ***** or Lakewood Alarm.    This is a contract matter unrelated to his security system and will be settled in court.
  
  These are the facts as we know them to be.  We would appreciate this complaint be invalidated, particularly since we have addressed his concerns and responded in a timely manner to correct the failure of his system.
  

*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. ↩