Complaints

• Initial Complaint

  12/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a 7 year old house on September 27, 2024. The previous owner had a security system installed. However, the contract had expired. I received a solicitation call from *** asking me if I would like to activate service. They said that they would replace any outdated equipment free of charge. I was quoted a monthly charge of $45.99 for service. I was told that there would be an installation charge of $99 plus tax. I authorized the payment via credit card. When the installation tech arrived at my house, I was informed that if I wanted all security boxes on all windows replaced, it would be an additional $100 per window. The original quote that I received only covered boxes on 4 windows. This was not disclosed to me when I paid the installation charge. I told the tech that I did not wish to proceed with the installation of the system. Installation did not take place. In the paperwork that I signed, it does not indicate that the installation charge is non refundable. Secure 24 refuses to refund my money, and has kept money for an installation that never occurred. Total charge was for $105.56

  Business response

  12/09/2024

  To whom it may concern,

  
  To follow up on the case filed by this customer. We have reviewed the account and see this customer had cancelled at installation and did not move forward with installing the security services. We have contacted the customer and refunded the account the activation fee due to cancellation of the services. The customer was pleased to resolve this issue. 
  All the best,

• Initial Complaint

  11/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for what I thought was *** ***************** for my home security. I never received any bills and ended up getting cancelled. I received a letter, an email and text messages telling me to contact ADT corporate ************* to be reinstated so I did. The technician came out reconnected my service and all was well. I then keep receiving threatening letters, emails and texts about going to collections. When I call I get one man on the phone who was BEYOND RUDE and not helpful. I call back and get a guy named Will who said he can see the account in the system but that doesn't matter because I have a contract with them. Which is crazy to me I followed the instructions got my service reinstated and these people are threatening to send me to collections. I now know that Secure 24 is NOT ADT and they are a dealer. This entire process has been misleading and a scam. I have contacted my attorney and my next step will be to file a lawsuit. How is it I do what I am instructed have active *********** and these people are trying to send me to collections. This company is not ethical and indeed a rip off.

  Business response

  11/08/2024

  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 caused by this issue. Reviewing the account, we see the account was cancelled on 10/17/24 we were reaching out to the customer to notify them to reactivate the *** services or if they would like to cancel the service, we would ask for the early termination fee of 75% of the remaining balance on contract. Speaking with the customer they notified us that they contacted the corporate office and reactivated the services as of 10/30/24. We notified the customer that no cancellation penalty would be due because the services were continued. The customer seemed pleased with the response.

   

  All the best,

• Initial Complaint

  09/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed up for ADT system that was free install. Tech showed up and right away here comes the up sell. We did decide on some sensors for the windows and an additional smoke/co detector. Total price ****** in witch we agreed, not realizing it was for the next who knows how long months. Second charge hit the bank and got our attention. Called and was told thats our payment for the upgrades well over 3k. Never would have agreed to that.Now im stuck.Do not use ADT

  Business response

  09/09/2024

  To whom it may concern,

  To follow up on the case filed by this customer. We have spoken to the customer. The customer was unhappy about the price of additional equipment. The additional equipment included 10 additional shock sensors to protect the windows and add on smoke and carbon combo. These devices were outside of what was offered for free with setting up the security services. During the installation on 08/02/24 the customer signed and agreed to the additional cost and to break up the charges for additional equipment into a flex payment agreement over four months. The customer was upset due to the price of additional equipment stating he could find it cheaper. We informed the customer that it was professionally installed and warrantied as long as he had the security services. We provided the customer with the flex agreement on file agreeing to the flex agreement charges. At this time the customer has 2 payments set up for the next 2 months to pay off the add on cost of equipment that we would ask the customer to pay per the agreed upon arrangement.

   

  All the best,

   

   

  Customer response

  09/09/2024

  We never would have agreed to a 3000k up grades. The original system was all free with a higher monthly fee compared to others, thats why choose ***. Typical ************* scheme textbook.

  Was told the upgrades were going to be 1200 split into two payment's. I remember arguing with my wife we didn't need it, so there's no way we would have agreed to double that. No wonder they have horrible reviews.

  I guess I'll jump on the *** ***** band wagon. Wished i listened to my gut feelings.

  Next step will be the AG's office and consuner afairs.

  Really hate being taken advantage of.

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The representative told me it would be free to put my alarm system in and their employee keeps harassing me calling my phone first he just walked in my door saying my son let him in with my son didn't he just walked in my house was standing in my living room when I came down my steps now he didn't lock my ADT account and I'm tired of this two supervisors already contacted me and said that somebody would be out to put my alarm system in he didn't lock my account on purpose his name is *************************** and the supervisor said it would be free to put my system in *********************************** he keep harassing me on the phone and I don't have time for this I still don't have my alarm system the other supervisor's name is ******** I talked to him too and still don't have my alarm system

  Business response

  08/19/2024

  To Whom it may concern,

  To follow up on the case filed by this customer. Reviewing the account, we could not find this customer in our system with any of the information that was given. This customer may have had a representative from another office or the corporate office. We would like an opportunity to help resolve these issues. Please feel free to call our customer service line at ************ for further assistance.

   

  All the best,

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/25/2024 I had an ADT home security system installed by Secure24. Both the sales representative and the technician assured me I would be able to arm this system with ****** Home, just like the system I previously had prior to this purchase. I relied on this information when agreeing to their contract. On 7/30/2024, I called about not being able to integrate the system with ****** Home and was told to wait 24 hours and try again. On 8/13/2024, I called about the same issue, and the tech support who answered was confused and thought I was asking about the camera integration. Once we clarified that was not what I was talking about, he said he would have to do research and get back to me. On 8/15 I called back and asked for a status update and was told they would call me back. On 8/17, I called for a status update, and the person who answered the phone told me that their support had already answered my question and that the integration could not happen unless I purchased cameras through them. At this point, I informed the person on the phone that I would like them to come to uninstall their equipment and give me a refund since they fraudulently misrepresented the capabilities of their system in order to get me to sign a contract. The person on the phone insisted I was still bound to the contract despite their fraud and that cancelation of service would result in me having to pay the full price for the equipment and 70% of the value of monthly payments for the next 3 years. This is on top of the fact that their website advertised a 6-month money-back guarantee.

  Business response

  08/20/2024

  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 issues the customer is experiencing. The customer was interested in linking the security service application to the ****** home application to be able to control the system. Our previous **** were uninformed on how to do the process. We have reached out to the customer today 08/20 to let the customer know we can link the two applications. We tried to assist the customer, but it was not offering permissions due to not being at proper package to link the applications. We offered to upgrade the package at no additional cost to help resolve these issues. The customer was not willing to accept any further assistance and requested to cancel. We notified the customer that we are offering to help resolve the issues but if denied and the customer wanting to cancel the services, we would ask for the early termination fee of 75% of the remaining balance of the contract. The customer was not please and terminated the call. We would love an opportunity to further assist with resolving these issues the customer is experiencing.

   

  All the best,

  Customer response

  08/28/2024

  Secure24 reached out to me and we were able to reach a solution.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Speaking with Secure 24 Alarms, we asked about transferring our current ADT service. The Secure 24 rep said ADT doesnt transfer service. The rep said ADT only sets up new accounts for new addresses. After the call with Secure 24 Alarms, my wife calls ADT and *** says they do transfer service. There are perks to transfer instead of activating new. ADT says theyre unable to transfer our service because Secure 24 Alarms has a dealer lock on the address. We would need to call them back and cancel the pending installation. I called my rep with Secure 24 Alarms and left a message. I never received a callback. I called the 1800 number, the rep told me she canceled the upcoming installation. I ask for a confirmation email and was told theres not an email for cancellation. The following day, I received an email confirming my upcoming installation. The initial rep provided inaccurate information. Im not receiving callbacks. It seems like theyre refusing to cancel my pending installation.

  Business response

  07/17/2024

  To Whom It May ****************************** follow up on the case filed by this customer. We have spoken with the customer and apologized for any misunderstanding. The customer informed us that he was looking to do a transfer of service with the corporate office and wanted to cancel the appointment for a new installation with our office. We have placed a cancellation on this customers account and have released the hold on the account. The customer was pleased with the resolution. 

   

  All the best,

• 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,
  
  *********************

*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. ↩