ComplaintsforSecuritas Technology Corp.

• Initial Complaint

  08/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been trying to cancel my service with Securitas Technology for over two weeks. No response from phone calls, emails, etc. I am a seninor citizen and do not want to keep paying for securiy monitoring when my system is not even workin. No contract as I am residential customer that was grandfathered in . Started with Honeywell sold to Stanley Security and now Securitas. All I want to do is cancel so I can move on. What is wrong with this place? They need to be shut down!

  Business response

  09/03/2024

  Communication has been sent to the customer via email and we will be reaching out via phone today. 

• Initial Complaint

  08/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been trying to cancel my contract with Securitas Technology now for 3 months and not only have I not received confirmation, but they also keep sending me bills. I have filled out their online form, i sent them a letter via mail, and i have tried to call (without getting past being on hold). Can you please help me to get their service cancelled? Their monthly bill is approximately $70/month

  Business response

  08/02/2024

  This has been reviewed and we are working directly with the customer to resolve. 

  Customer response

  08/08/2024

   I am rejecting this response because: Although Securitas very promptly sent me an email telling me they would handle this, nothing has happened. Their message asked me which address we wanted to cancel (we have their services at two addresses) and I told them that I wanted to cancel both and to please send me a closing statement so that I would know how much I owe in order to complete the cancellation. I never received any response - and, since that time, have received calls from their alarm center telling me that our alarm is offline (because I unplugged it). I would like to have this company close our account and send me a verification that it is closed. 
  
  
  

  Business response

  08/09/2024

  The customer request is being processed and results will be communicated to the customer as soon as complete.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We changed our home security monitoring to a new company. After several attempts we have been unable to cancel our previous monitoring company by phone, mail and email. For over 3 months we have been trying to get Securitas to cancel our service. Their monitoring equipment is no longer in use at our residence, and we believe it was not being monitored for a long time. The new company told us there was no way that it was being monitored since it was so outdated and we were paying over 30.00 per month. We keep getting bills from Securitas and they do not respond to emails. Their phone number has a recorded message that the wait times are in hours.

  Business response

  07/18/2024

  Thank you for the communication.  We are in contact with the customer and will provide an updated resolutions directly.  We will consider the matter with BBB acknowledged but closed. 

  Customer response

  07/22/2024

   I am rejecting this response because:

  I have not received any confirmation from Securitas that our services have been cancelled per my request. 

   

  ***** ******

   

  
  

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We requested termination of services via the online termination link on April 11th 2024. We have since had another company take over both security services for our school--putting in a new system. We are continuing to receive bills from Securitas for a service that is no longer active at our school and we also receive emergent calls from Securitas about one of our emergency contact buttons not being online. We have e-mailed, called, etc attempting to resolve this issue since April, but no one has responded.

  Business response

  07/10/2024

  Thank you for the communication.  We are in contact with the customer and will provide an updated resolutions directly.  We will consider the matter with BBB acknowledged but closed. 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ******* security provides security Services to infinity security. ******* also provided them with information about my account, and after my account was closed with infinity, I was billed for a monthly fee of $45.I have documentation but I do not have a scanner to upload it.

  Business response

  07/18/2024

  Thank you for submitting this complaint.  This will be forwarded to the Canadian Team for resolution. We will consider this complaint closed for our US Team. 

  Customer response

  07/18/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and look forward to a response from their Canadian division 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, June of 2022 we canceled our service with ******* security./Securitas technology. They could notice we haven't used the service since then since we started an account with another company. October 2022 my husband sent an email as they were still taking out money. He informed that the service is cancelled and to refund moneys from July till present. A CSR wrote back and said he has to call. He called they told him he needed to email. So until February 2023 they were still taking out money. We had to put a stop payment on this account, which cost him 10 to put a block. Again in March they tried to take money out. When they noticed they were block the company wrote saying we owe March payment. For what???!! We cancelled this service. We need this company to stop taking out money and refund us for the service not used. That's 8 months of payment at ***** each month and the 10$ to block account.

  Business response

  07/18/2024

  Thank you for providing us this information. We have forwarded this complaint to the appropriate team in *******  We will consider this matter closed with the United Sates Team. 

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a customer of Stanley Security for 30 years and they sold out to Securitas Security within the last year. I had 2 windows replaced and ask fo a service call to connect them to my security system. They sent out a service man who failed to bring along a $24.00 part to do the job even though they knew my security system. They are trying to charge me $460.33 for the service, who was here for forty six minutes, according to their records,even though he did nothing. Two weeks later they sent another service man who did they proper job and they are charging me $579.62, and he was here for one hour and forty six minutes. Their service rates are far above what Stanley use to charge, but I understand I must pay for the second service man's visit, AND I DID. It took them over 4 months to bill me for the first service call and almost the as long for the second service call. I have called them twice and they took my complaint both times and said they gave my information to the billing dept. and gave an e-mail address. I tried three times to contact the billing dept. but they refuse to respond to me. I tried their corporate office but have had no luck their as well. That is why I am contacting You to let you know the problem I am having with this Company. They are trying to charge me a service call that is not only unfair, but incorrect.

  Business response

  07/09/2024

  Good Evening *** *******, 

  We will have a team member from our Client Retention Team connect with you on this issue.  I will authorize a cancellation of the amount of $460.33 for the initial charge for installation of sensors for the two new windows.  Please allow 3-5 business days for our team to connect with you.  They will provide timing and process on how this will be resolved.  

  Best, 

  ***** * 

  Customer response

  07/09/2024

  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.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Since Feb 13th ‘24 I have been attempting to obtain a new Medic Alert Call Button to replace the one I have been using since signing a Contract with Capitol Security, Edmonton AB, Oct 2019. To date, I have called the *********** office on eight other occasions, always being bounced around from one dept. to another and left on hold, - plus sending two e.mails, all to absolutely no avail. The actual security system does work and I do receive alerts to this effect each day.To date, fortunately, I have had no need of medical assistance and since the Security Monitor sits on my kitchen counter, should one arise, reaching it may not be an option. I usually wear my button around my neck 24/7. As a senior and living alone, I depend on this for some peace of mind. Hence, on April 15th ‘24, I requested a Stop Payment Order at my local Summerland Credit Union. I have paid each month 41.99 for this service since signing the Contract Oct.2019. I did receive an Invoice 2weeks ago for the May arrears plus June payment totalling 93.98. This came from the above mentioned address in Montreal and was acknowledged immediately with a brief update on the reason for my lapse in payment. I also mentioned that until this issue is resolved, no more such payments would be forthcoming. To date I have received no further communication from Securitas .I must add that the Invoice shows billing for front and back door protection, smoke detector, plus medical pendant and key fob. The pendant is useless now since the lanyard broke from the button and cannot be re-attached. Carrying this in a pocket etc is not a safe option. No other monies have been paid.

  Business response

  06/24/2024

  This has been forwarded to the Canadian team to review and provide resolution to the customer.

  Customer response

  07/08/2024

  [[BBB transcription via email]]

   

  Please accept my apologies for the lateness in sending this latest development re my complaint. See photo from Securitas and, hopefully, you will be able to read my notes written there. To date, I have had no call as promised, have no new Medical Pendant, neither of which I expected since this is the way this Company performs. No doubt the latest Invoice from “collections” is meant to intimidate. Paying the monthly fee for the service provided since signing of Contract in 2019 has never been and still is not an issue, but since mid Feb. 2024 when this problem began, I have actually been paying for that which I do not have, being a  security pendant and I suspect it is safe to say that Securitas does not provide Medical Security.
  
  I am most appreciative of the help coming from your BBB and trust that together, we will be able to resolve this problem, eventually.
  
  Thank you for your time and attention to this matter, M

• Initial Complaint

  06/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a security system from Custom Security in 2016, They sold to Stanley who sold to Securitas. Securitas is trying to bill me for past time periods which were credited by the previous company as the services were not working correctly. They refuse to acknowledge this. I can't get through on the phone. If I receive a text from Securitias about an alarm problem, I can't reach anyone to find out what is wrong. An example is I was out of town, got a trouble text. Almost an hour on the phone-on hold, transferred, cut off etc. Finally drove the 50 miles home to figure it out. Inexcusable! This creates a potentially dangerous problem. I can't just call the police if I don't know what it wrong. I am trying to cancel. Now they say they need 30-60 days notice per my contract. I do not have a contract with them. Plus, I own the equipment. How do I get this resolved? Should I contact the Consumer Complaint at the Attorney General?

  Business response

  06/18/2024

  This is being reviewed, and a team member will be reaching out to the customer in order to gather necessary information and provide resolution.

  Customer response

  06/18/2024

   I am rejecting this response because:
  
  Not responsive.  I have not been contacted

  Customer response

  06/21/2024

  I still have. It heard anything from Securitas.  I sent an email a few weeks ago with my complaints and a request to cancel.  They acknowledged the cancel but said “per my contract “ I need either 30-60 days notice.  I do not have a contract with them. They purchased a local company I had been with for 8 years with no contract. I own the alarm and equipment. 
  Then they just sent me another bill for three more months from  July thru September. 
  can’t reach anyone if the alarm goes off, can’t reach customer service without really long wait/numerous transfers and they are

  ignoring my emails . I guess my next step is the State AAG.

   

  Business response

  06/21/2024

  I have reached out to the customer via phone and email, to establish best time to contact her and gather additional information to resolve the issue.

   

   

  Customer response

  06/27/2024

   I am rejecting this response because:  Someone did call but it did not go through. I responded via e-mail to ******** ******.

  I want to take care of this in writing due to the fact that this has been so messed up for so long. I sent a very detailed email to ******** *****e last Friday asking for a direct number to call. No response.

  I've asked for months to correct the billing as the service was not working during a period of time. I thought it was fixed years ago. I asked to cancel service a month ago. They did not and sent yet another bill for future service July through September.  

  This is a nightmare. I bought the equipment through a local company Custom Security in Jan 2015. Since that time they sold to Stanley and then again to Securitas. For some reason an old bill dismissed bill was somehow reactivated. It's a mess. It I get an alert there is an issue I cannot reach anyone. 

   

  
  

  Customer response

  07/02/2024

  I sent a email to them   (direct to ******** ******) on June 21st with my contact information in response to a voice mail from them. I asked for a written response and a direct phone number. They have a history of not following through. 

  I resent a copy of the e-mail 7/2/2024 as they did not respond. Please let me know what else I can do.

  ****** *****

   

  Business response

  07/05/2024

  We are currently working directly with the customer to resolve the issue.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Stanley Security has not fixed our security wall panel for fire, etc. since our initial complaint April 8 when they disenables our wall panel.. We have had NO security now for 51 days. I have contacted them by phone 4 times. I had completed an online chat twice with this information Stanley Securities: May 30,2024 Monday, April 8, 2024: 3:57 PM hall smoke detector beeping. I phoned Stanley Securities at 4:25 PM ************ – ON HOLD for almost an hour. Told me a technician would come Tuesday or Wednesday. Then 10PM wall panel was beeping. Phoned Stanley Securities AGAIN. By 10:30PM the wall panel was disarmed. So, NO ALARMS ACTIVE, NO DOORBELL!!! Tuesday, April 9, 2024: Phoned ************. On hold from 7:3AM – 7:56 AM. Service Order #******. On hold AGAIN for over 20 minutes. Finally 8:40 DONE. Service man from ******** to arrive with 2 or 3 days. Monday, April 15,2024: 2:20PM phoned ************. NO service technician has arrived. NOW, 6 DAYS NO ALARMS ACTIVE, NO DOORBELL!!! Tuesday, April 16,2024 at 10:30 AM re: order # ******. **** from Dr ***** Smart House & Security Red Deer came to our modular. Unable to help us. NOW, 7days NO ALARMS ACTIVE, NO DOORBELL!!! Thursday, May 9,2024 at 6:18AM I phoned ************ ( 47 minute call). NOW, 32 days NO ALARMS ACTIVE, NO DOORBELL!!! I was told that due to this UNEXCEPTABLE service, I would NOT be charged $54.74 for months of June and July. Tuesday , May 14, 2024 at 6:20PM. I sent an E-Mail to Securities Technology. I said we STILL HAVE NO SERVICE CALL!!!!! The following E-Mail was sent to me at 6:28PM.

  Business response

  06/18/2024

  This has been forwarded to the local Canadian team to review and resolve. A team member will reach out to the customer and provide the next steps.

*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. ↩