ComplaintsforSecure 24 Alarm Systems

• Initial Complaint

  07/05/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On July 1, 2024, an ADT Technician was dispatched to my home to complete a scheduled install. Before arriving, the technician called to let me know they were on the way and asked for a DocuSign verification code that was sent to my phone. After hanging up with the technician, I received an email stating that an ADT contract was completed (signed). This action was not completed by me. This contract was signed by the technician using my UNAUTHORIZED signature. I have yet to receive a new / clean contract for me to review and sign for myself! This is completely unacceptable and is a FELONY! Please beware of this company and fraudulent actions being done to get your business.

  Business response

  07/08/2024

  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 this issue has caused. Speaking with the customer we offered to provide a Glass break sensor, shock sensor and a carbon detector to help resolve these issues. We have installed these devices for the customer on 07/05 and sent the customer an updated agreement to sign. The customer was pleased with the resolution and will be keeping the alarm services.

   

  All the best,

  Customer response

  07/08/2024

  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,
  
  TC

• Initial Complaint

  06/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  When I moved houses earlier this year, I was solicited by LVD Concepts **** Secure 24. They provided misleading advertisements that appeared to make them agents of ADT Alarms - a company I have been a customer with for over a decade. I explained the needs for my house. I was promised that the requested areas would be protected, including the use of various sensors. Discovered that this was not the case and LVD Concepts **** Secure 24 failed to install what was requested and what was promised. I raised this issue a number of times without appropriate response from LVD Concepts **** Secure 24. I also asked for a copy of my contract with LVD Concepts **** Secure 24. None was ever provided. Eventually when the 90 days passed and was finally told I would need to simply call ADT Alarms. I now am forced to make a decision to file a lawsuit against LVD Concepts **** Secure 24 for fraud and unfair trade practices or pay additional money to correct LVD Concepts **** Secure 24's fraud.

  Business response

  06/05/2024

  To Whom It May ****************************** follow up on the case filed by this customer. We have spoken with the customer and apologized for the inconvenience with the issues with the *** services. The customer informed our office that he had to get a corporate technician out to fix issues and add devices to the system that were not done at the original installation on 01/29/2024. To further help resolve these issues we have offered to cover the cost of repairs and installation of equipment for $225. We have refunded the customers card on file for $99 and will be issuing a check for $126 for further reimbursement. The customer was pleased with the resolution and will be keeping the *** services.

   

  All the best,

  Customer response

  06/05/2024

  I have spoken to the company. I believe we are working on resolving the matter. If the company follows through, I will withdraw this complaint.

  Customer response

  06/14/2024

  While that is a very confusing way to handle this, the issue is currently in the process of being resolved. I am waiting for the promised compensation.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In March 2024 I received a promotional ADT package through a different company, who contracted with Secure24 for installation and management. I was told at multiple points by both Secure24 and the other company that there would be a $99 fee that WOULD BE REBATED AFTER INSTALLATION. Installation goes fine, system works, no problem. I wait the 30 days for the rebate...no luck. I call Secure24 customer service, a rep ****** it can take 4-6 weeks for rebate to be processed. Fine. I wait 3 more weeks just to be safe, then call again. NOW a rep tells me that I somehow don't qualify for the rebate?? Due to *mumble mumble* extra equipment received during my installation. I ask what equipment, and they get really vague. Rep tells me they are putting in a ticket to their ********************** but not to get my hopes up. I ask when the ********************* will be following up with me, and the rep straight up says "they won't." I ask when I can call again to resolve this, and rep says, "48 hours." I call AGAIN to this company 48 hours later, speak to a DIFFERENT rep who tells me the ticket has NOT been processed, gives me more of the 'well we used your rebate on extra equipment' BS, but REFUSES to give me numbers when I ask what the money was spent on. And on top of that he REFUSES to give me a timeline for resolution! I ask for an itemized list of equipment that has supposedly been installed that eats up my $99 rebate. He ****** it will come to me before EOD. I say that it's ridiculous that not only will this company not reach out to ME when it is THEIR PROBLEM, but that I have to keep chasing them for information. I am eventually transferred to their installation department, where no one can be bothered to pick up the phone. One day later, I still haven't received the itemized inventory list, I have no price breakdown for ANY of the equipment installed, and I am FED UP with these people who are, at the very LEAST, guilty of extremely shady business practices.

  Business response

  05/30/2024

  To Whom It May ****************************** follow up on the case filed by this customer. We have reached out to the customer and left a voicemail but have not heard back from the customer. We will continue to reach out to help resolve this issue and apologize for the inconvenience.

   

  All the best,

  Customer response

  06/03/2024

  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

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This was a classic bait-and-switch scenario. I was contacted by a representative who said they were offering a promotional offer (10 years in business savings plan) for ADT security services. They mentioned to me and my wife on the phone that they would offer window sensors, door sensors, outdoor camera, and nest doorbell camera for free. When the installer came, they came with a sales rep who mentioned they would do a home inspection to see if other capabilities were required for the house (they did mention it was completely optional). Optional review came in at 3K plus, so that was a big NO. I did mention that a couple of smoke detectors and CO sensors would be ok. So I said yes to that. After they did the installation and left, I noticed no window sensors were installed and one of the door sensors was not. I was upset with the incomplete installation, that I called to cancel the service and install the day of (May 9th). I got a text back from the installer (******) saying that the sales 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

  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,

  Customer response

  06/04/2024

  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

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Installation of ADT alarm system the technician damaged my property. I have sent receipts and photos to submit a claim for the damage. I have not received a response and I have not received a check. Installation was in 1/21/2023 - damage was incurred at this time. The repair work was done on 3/14/2023. I reached out immediately following the damage, again once the repair work has been completed, and since then have followed up several times by phone and email and no one will give me a direct answer on status of reimbursement. The time to resolve this issue is egregious. I am requested immediate and full reimbursement.

  Business response

  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,

  Customer response

  05/16/2024

  The issue has been resolved. 

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  03/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  02/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  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,

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