Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/09/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My cameras stopped working and so I texted my agent at first it was great. Then I called him to ask about mounting my TV and other home improvements. I didnt know this wasnt a service his company offered . He was doing this business at the same time as he was working for his company. It was only until I contacted his company that they informed me it wasnt part of the company. He got mad and hung up on me because I rejected his price on TV mounting and it went down hill from there. He said it was my fault the cameras went out after only a month and I needed to pay a guy cash to reinstall and found out from the company that is not true as well. So now I am really angry so I contact ADT which they are only the brand and not the installation company so needless to say this is day 7 with no resolution on fixing my cameras. So I asked to void the contract based on the poor service I received from this company and the gentleman told me it would cost me thousands to do so but ADT said they have the ability to terminate the contract without fees so one of the 2 are lying . I am contacting my attorney to see what he can do. Customer service is not a priority for this company and investigating bad employees is not as well. This is poorly ran company in my opinion as a professional business man for over 25 years and my customer rating is excellent . At this point after sending quite a few text messages to the unprofessional showing I was angry and upset and told him I would expose him on social media and reviews for his scamming he sent a message back with laugh emojis saying great thats exactly what he wants to be famous he stated there is no bad publicity but sadly he is wrong and he will soon find out and unfortunately his company too for allowing someone like him to work for them. I have the text messages if needed I didnt record the conversation but wish I would have. Because on the phone he did mention to me that you do know I know where you live . Contacted police

  Business Response

  Date: 09/03/2022

  Business Response /* (1000, 5, 2022/08/10) */ We have spoken to the customer and have an appt to go out tomorrow between 9-11 AM. I am confident that we will be able to resolve all issues then. Thank you

• Initial Complaint

  Date:07/12/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Their sale representative came out to my apartment complex offering a deal they're company was supposedly had which was a 6 month money back guarantee along with 2 months free. They stated that none of that applied and that i was now stuck in a 36 month contract and couldn't get out of it unless i pay them over 2,600 dollars all because their sales representative lied and falsely advertised that deal that was meant for adt corporate only. The matter has not been resolved i was only threghtened more with the contract and the cancellation fee and for them to fix the equipment. I feel conned and disrespected. The sales representative asked me for my ******* to pay me back the money that adt withdrew out of my account without my knowledge or any knowledge of when they was taking money out of my account the contract doesn't state anything about the money coming out 24 hours after installation. but this made me very uncomfortable for that question to be asked. No solution has been resolved with this company beside the 2600 dollar cancellation bill which i should not be accountable for after being trapped into it by false advertising and lying. I don't get my money back, they is not looking into what this sales representative was out here doing. To my knowledge they don't care and don't want to help me be in a positive position with them. I feel scammed.

  Business Response

  Date: 09/17/2022

  Business Response /* (1000, 10, 2022/08/05) */ This customer had three days once installed to cancel and did not cancel in that time frame. The agreement is valid. Consumer Response /* (3000, 12, 2022/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did cancel via text to sales representative he tried to pay me money out of his pocket to keep me with the service and I wasn't comfortable. They also false advertised their sales and lied about what services I would receive. Equipment also has NOT been working for a month now which they was aware of it. Business Response /* (4000, 21, 2022/09/09) */ Our attorney has said that all communication needs to stop since it's a pending legal matter. Thank you

• Initial Complaint

  Date:06/17/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am canceling a contract with Impulse Alarm who is an authorized dealer for ***. In the contract it states that i must pay 75% of the remaining balance and it does not state I must pay any additional fees. I agree I must pay that 75% of the remaining balance. However, they are saying that I must pay an additional $1,000.00 fee because it says that in the terms and conditions, which is not in the contract. The person i was on the phone with agrees that it is not in the contract but it was part of some additional terms and conditions that I agreed to after the signing of the contract. I read the contract with it does not say anything about having to pay an additional $1,000.00 fee. Furthermore, it states in the contract "The terms and conditions of this contract shall control and govern even if there are other documents with inconsistent or additional terms and conditions." Impulse Alarm is refusing to honor the contract that I signed. i have called them multiple times and I have not been able to contact a manager. Also the last time I called I was put on hold and someone hung up the phone and I did not receive a call back. I have attached the contract that I have singed. Nowhere in that contract does it state that I must pay a $1,000.00 cancellation fee. Thank you for your help. ******* *****.

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 10, 2022/07/15) */ The *** monitoring agreement referenced governs the terms of the customer's *** monitoring service. As clearly stated, the supplemental Impulse Alarm Terms of Service govern the customer's relationship with Impulse Alarm LLC, which provides specific incremental services to the customer. The customer agreed and opted into those terms prior to the completion of installation. Those terms were also emailed to the customer following their acceptance. Consumer Response /* (3000, 12, 2022/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) It clearly states in section 1 of the contract that Impulse alarm is the authorized dealer and I'm am signing the contract with Impulse alarm. This is unfair business practice and Impulse alarm is deceiving their costumers. You have costumers sign terms and conditions that offer nothing however, you add in an additional cancellation fee on top of the one that is already in our contract...... Business Response /* (4000, 16, 2022/08/02) */ Everything is listed and is on the agreement and the terms of service; if the customer is not ok with that then they will need to go the legal route. Impulse has not done anything wrong here.

• Initial Complaint

  Date:05/16/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an alarm system installed thinking I was with ***. It worked for about a week before it stopped working in Jan. 2022. I requested a tech to come out. They never arrived. Scheduled a tech with *** who told me the system should have never been installed because it was not compatible with my internet provider. Have been calling for months now and having automatic payments come out after I've called and tried to get this resolved to no avail. Now I just get placed on hold for 20-30min before the line hangs up.

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 12, 2022/06/14) */ We have no record of a customer account with this name. We do a detailed quality assurance survey after installation, and the customer completed that survey indicating that all components of the system were in working order. We are responsive to all service requests; however, the customer is required to work with *** directly to resolve any system issues at this point in their monitoring contract.