ComplaintsforTop Tier Security Solutions

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business uses deceptive sales tactics to take advantage of elderly and vulnerable customers. My 92 year old grandmother worked with their solar company to install panels on her home. They convinced her to take out a significant loan, promising tax reductions. They provided her with several rounds of paperwork. One of the recent things they sent her was a security contract for the other part of the business, their security side. She was misled to understand that it was part of her required solar agreement. She signed online, and her computer literacy is extremely limited, so it was not an effective or fair means to review a contract. This contract locked her into 5 years with no reasonable option for cancellation with a recurring $25/month fee. To cancel, they offer she pays 75% of the remaining contract. The only service this provides is that it will automatically call the fire department if the fire/carbon detector goes off. We have called and explained the situation and while customer service is cordial, they do not offer any exclusion.

  

  Business response

  05/22/2024

  The claims made in this complaint are completely disingenuous and false on their face. First, this complainant is not a customer of Top Tier in any respects. The individual they are making this complaint on behalf of met with a representative from Top Tier Security Solutions who set her up with a home security system. This is completely independent of her solar system. During the meeting with the representative, this individual appeared completely coherent and of sound mind, indicating exactly what product and service she wanted in her package with our company. At that time, this customer went through the agreement, filled out the application and agreed to all the terms and conditions on their own free will. Further, the claims that Top Tier Security Solutions is not honoring this customers wish to cancel is completely false. Top Tier Security Solutions cancellation policy states, You may cancel this transaction, without any penalty or obligation, within three business days from the above date. This customer failed to cancel her contract within the three allotted business days, so as such, if they wish to cancel at this time, will need to pay the fee associated with cancelling outside of the allotted window which is 75 percent of the remaining balance. Top Tier Security Solutions vehemently denies any claim from from this individual or anyone on their behalf that we may have in any way taken advantage of an elderly individual or lacked any transparency as it relates to our system or services. As stated prior, this customer seemed completely of sound mind at the time of sale. Top Tier Security Solutions has completely upheld our contractual obligation to this customer. 

• Initial Complaint

  04/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A man identifying himself with a fake name, ***************** has been knocking on doors in my neighborhood, attempting to sell smart security systems he intends to finance with customers for $3,420 + $50/month monitoring. I sent him away, but he appears to have attempted to submit the credit form I began to fill out. I refused the service, despite his sleazy offer to defer payment for 24 months. He returned 2 days later, knocking on my door very aggressively, and *** received no less than a dozen calls from the ******************* area since. These phone numbers all trace back to no owner and are through Onvoy LLC and Commio LLC, which are not BBB accredited telecommunication companies. This extremely concerning behavior cannot possibly be legal. The fellow refused to leave his card, but I received an email from this company requesting I set up an account and provide additional information.

  

  Business response

  05/06/2024

  We strongly refute all of the claims made in this complaint. Top Tier Security Solutions has no connection to the businesses named in this complaint and has never heard of this occurring for any of our customers or potential customers. We have no connection to this person's concerns or claims. 

• Initial Complaint

  03/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Allow me to begin with my transgression. ******* that signed me up signed my initials on ALL my required signatures but the last one. I saw it, but said nothing, so that's my fault. However, he did what's called a takeover, meaning since I own my equipment I wouldn't be needing their equipment except for a new panel. Yet now I have a bill for $3180 for equipment. My ADT bill was $68, and according to ******* who signed me up, I would ONLY be responsible now for payments of $39.99/month, but now I am being charged for equipment and the service from Top Tier. I NEVER would have switched providers had I known my bill would go up from $68 to a total now of $105.99. My purpose in switching was to decrease my bill by $28 per month. They did pay off $309 with ADT, which I told them I am willing to pay back, but they are adamant about not letting me out of this contract.

  

  Business response

  03/07/2024

  ************************ is a valued Top Tier Security Solutions customer, and we apologize for any misunderstanding or frustration that he may have encountered. However, this customer entered into a loan with a third-party lender to obtain financing for all the security equipment. Any and all concerns as it relates to the amount of the loan he entered into with them for the $3,180 he references should be addressed directly with the lender. It is outlined in the contract ************************ signed with Top Tier Security Solutions that there is a $39.99 monthly monitoring fee associated with his system. However, Top Tier Security Solutions cannot speak for anything as it pertains to the loan and, again, advises ************************ to consult the lender directly. Lastly, Top Tier Security Solutions has upheld all of its contractual obligations to ************************, and continues to do so.

  Customer response

  03/08/2024

   
  I am rejecting this response because this representative clearly deceived me and was conscious of it. I repeatedly mentioned to him that my reason for switching from ADT was that I would be saving $40 a month. He had to know that my rate would go up because he was adding equipment. He also stated numerous times that this was a takeover, and since I owned my equipment, there wouldn't be a need for their equipment.   I called yesterday, March 7, and the representative said she spoke with a manager named ****, and he promised to call me back, and that never happened. It's clear that this company works on the premise of deceit and lies. It is more than fair that to get out of this contract, I'm willing to repay them the $309 they gave me to pay off ADT. I spoke with ******, asking them to provide me with a breakdown of the cost of all their equipment that I have. He gladly said that would not be a problem, and I would have that information in five minutes. I never received the email. I spoke with ************, and they are willing to give me a loan release, but they need from Top Tier the cost of the equipment. I'm a disabled veteran on a fixed income, and never would have switched to a company for the exact same service and pay $66 more than I was paying. When I reached out to the rep about the panel he installed, not telling me when the doors were locked, he promised to call the office and get a tech to come to the house. Much later, when I repeated this to *****, who signed me up, he stated that it was a simple fix that could be done remotely. To this day, no rep has come by, and the same issue exists. This is a horrible way to treat anyone, especially a veteran who has put his life on the line so that people like them can enjoy a peaceful and safe life at home. I really wish they would end this debacle and do the right thing. I will simply not go gentle into the night.
  
  

  

  Business response

  03/25/2024

  Top Tier has contacted this customer and are working with him directly to resolve his concerns.  However, additionally, much of the information provided in this response is misinformed. The customer did switch from his previous company to ours, and in doing such, required the need for new equipment. Once the equipment is paid off, this customer will only have to pay for the monitoring service provided by Top Tier, which is the only fee this customer acquired with Top Tier. As such, this monitoring fee is, in fact, lower than what he was paying for the previous company. We have spoken with this customer over the phone and are working directly with him to correct any misunderstanding that *** have occurred and properly address any other concerns that *** arise. 

  Customer response

  03/26/2024

   
  I am rejecting this response because: ************ is just not sincere at all. A major part of this complaint is that since this is what they call a takeover (meaning I wouldn't need their equipment), then they put in their equipment and all of a sudden have a bill for over $3000 for equipment. To further show how dishonest they are, I have been literally begging them to provide me with the financial information relevant to the equipment that I am having to pay for. It's clear that for some reason, they are refusing to give me that information, which I believe is clearly is my right. Why are they refusing to tell me the monetary amount of the equipment? Something very shady is going on with this company. I absolutely want nothing to do with them. They repeatedly make promises that they do not keep. From the day they installed the pad I asked them to come back out to have the system tell me when my doors were locked. It's been over a month, and after countless promises, they have yet to rectify this situation. ***** called me on the 19th claiming she is the niece of the owner. She promised me to call back the very next day, that call didn't happen until 25th. I see zero attributes of this company, and don't want to deal with them at all.
  
  

  

  Business response

  03/27/2024

  This customer was sent a full breakdown of the cost of his system on March 26, 2024, via email and text message. Further, we have attempted to have multiple calls with this customer to which he has hung up or been unreasonable. Top Tier Security Solutions has completely upheld our contractual obligation to this customer and been fully transparent on the service that Top Tier Security Solutions provides. His security system is operating exactly as was designed. We have repeatedly informed him that his concerns regarding the loan for his equipment need to be handled directly with his lender as Top Tier Security has no insight or control over that aspect as it is with a separate company. We have attempted to appease this customer but he stays adamant to be unreasonable. ************************ has presented no reasonable or just grounds for his complaint. 

• Initial Complaint

  02/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On January 16, **** Top Tier Security took a loan out for $2400 in my name through Wiseteck that I was unaware of. They came to my house to discuss a security system. It was explained to me that if I let them install a security system it would be completely free for the first three months, afterwards it would be $53 a month. Nothing was ever discussed about a $2400 loan with Wiseteck, with payments of over $100 a month for 2 years. One of the employees by the name of **** had my phone for a long period of time supposedly to download an App, this is when he had to of submitted for the loan. I didn't become aware of it till Wisetech contacted me about when my payment was due. I explained to them that I was unaware of what had happened. I immediately tried to contact *************************. I left voice-mail and text messages he never returned my call. I eventually was able to speak to ******* days later, she transferred me to **********************. He proceeded to tell me that he wasn't here so he didn't know what happened, but that I had 3 days to cancel and I was past that. I explained to him that it had taken me several days before I was able to talk to anybody about it. He told me there was nothing he could do for me. Let me reiterate I did not take a loan out with Wiseteck for $2400 it was done without my knowledge. I am on Social Security disability and would never had agreed to such a thing. I did not sign any loan papers or speak with anyone at Wisetech about it at the time because I didn't know what Top Tier Security had done. I was taken advantage of and mislead. I would also think that what they did was fraud. I have also filed a dispute with ********. I would like to get this resolved before it effects my credit.Thank you Sincerely ******************************* ************

  

  Business response

  02/25/2024

  Top Tier has spoken at length with this customer over the phone and was able to resolve their concerns. We explained the miscommunication and then refunded this customer the full amount of $2,400 as a courtesy. We value *********************** as a Top Tier customer and apologized for any misunderstanding or inconvenience that *** have occurred. However, we vehemently deny any claims from *********************** that Top Tier took advantage of her in any way. Our sales representative was very clear of the process with *********************** and what our services include. 

  Customer response

  02/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 

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

  
  

• Initial Complaint

  01/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have had issues with this company since my business with them first began. Initially, we just had issues with the features that our sales person told the system would have, versus the features that our system actually offered. Eventually, we got this resolved, but it was Thanks to a representative from the Solar side of the company, not the security side. Now, we have been misled yet again, as we were promised for our previous issues that we had previously that we would be getting three years of free monitoring for our security system, and now *********** has taken this back, and said that they never offered us those three free years, even though I have a text from a representative of the company stating that we would be getting the three free years.

  

  Business response

  01/16/2024

  Customer satisfaction is our greatest priority, so we are sorry to this customer for any misunderstanding or frustration they *** have encountered. However, the text that is supplied does not match the agreement we have on file signed by **************** himself. **************** entered into a contract with Top Tier Security Solutions where he signed and agreed to monthly billing for the monitoring of his security system. Top Tier Security Solutions systems and administrators have no documentation, signed or otherwise, that states **************** was to receive any amount of monitoring for free. Per his contract, he agreed to the monthly monitoring fee as soon as his contract began. We have included a copy of the signed contract to this response where you can see **************** agreeing to said monthly monitoring fees. Again, we apologize to this customer for any misunderstanding that *** have occurred.

  Customer response

  01/17/2024

   
  I am rejecting this response because:
  
  I understand what my original contract says, however, as I stated, in my initial complaint, there were issues with my system notarized after my signing of that contract, due to the fact that Top Tier *************** me about the features their systems were able to offer. As a result of this inconvenience, I was later offered the three years of free monitoring. As shown in the text from a Top Tier representative.
  

  

  Business response

  02/02/2024

  As previously stated, Top Tier Security Solutions has no record of any promotion - especially three years free - being offered in any official capacity. What we do have is record of the contract executed by this customer that agrees to the monthly monitoring fee and understanding of the service he was getting. We are committed to this customer and want to continue to work with this customer, but cannot verify that this complaint is valid. Again, we have no record of our sales representatives offering this customer a promotion of any kind, and cannot confirm that these text messages are legitimate. We are willing to work with this customer, but refute his claims that he was offered three years of free monitoring as that is never something we have offered in our business. 

  Customer response

  02/02/2024

   
  I am rejecting this response because:

  I was told repeatedly by this company that I would be getting three years of free monitoring, despite what they may say. They claim that they cant verify the legitimacy of the text message, I showed us proof, is ridiculous as it is easy to show who a phone number belongs to, and they very well know that that phone number belongs to a representative of their company. This company has no interest in working with anyone, they simply wish to lie to their customers, repeatedly and scam them in any way that they can.

  As I previously stated, I am aware of what my contract says, however, due to being misled about the features that their system offered, it was later in our dealings that they offered me the three years of free monitoring. 

  As further proof, that the pictures I initially provided before we were legitimate, and from a Top Tier representative, I have attached a screenshot of a text message from this representative, where they stay their name, and talk about our dealings with the company. Notes that the phone number is the same as in the screenshot from my previous text screenshots.

*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. ↩