ComplaintsforAlert 360 Home Security

• Initial Complaint

  01/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I called Alert 360 and explained what I wanted in a security system (sensors on 4 doors and 3 windows, 2 cameras that recorded via motion detectors (on doorbell and in back of condo), and 2 motion detectors on the home's interior. Salesperson asked specifically if I had a working doorbell and I responded that I did. I was quoted a specific amount for equipment and a specific amount for monthly monitoring and I agreed with the quoted prices. The technician came to install the equipment and soon after he left, I checked the cameras and noted that the doorbell camera was not recording. I called. They sent someone out and a new camera was installed. It did not work and they sent someone else out. It worked for 24 hours, then stopped working again. I called again. Technician #4 came out today and told me that there was an electrical problem (something about a transformer not providing enough voltage for the camera). I was told that I can either hire an electrician to correct the problem (replace the current transformer with one that would provide a higher voltage, I assume) at my expense or Alert 360 would provide a rechargeable camera that I could recharge myself about every three months, but that this option would include a permanent $5 increase in the monthly monitoring fee. I was given a definite price for equipment and monitoring with the understanding that the equipment would work once it was installed. AT NO TIME did anyone at Alert 360 suggest that any other fee, repairs, or equipment would need to be paid or supplied on my part before Alert 360 would provide equipment that would work.

  

  Business response

  03/01/2023

  Business Response /* (1000, 5, 2023/01/30) */ Alert 360 has reached out to Mr. and Mrs. ****** and we have reached a mutually agreeable resolution. We now consider this matter closed. Consumer Response /* (3000, 7, 2023/02/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Neither me nor my husband have been contacted by anyone at Alert 360. Neither of us have received a call or email from them regarding this complaint. I did hire an electrician at my own expense to correct the problem because I'm concerned about security without a working front door camera, but I hope the company is not so presumptuous as to assume that this step I took on my behalf at my own expense represents a "mutually agreeable resolution." Business Response /* (4000, 12, 2023/02/15) */ Good afternoon ******, We've spoken to the husband, and he's indicated they're satisfied with our response. I believe this was a disconnect between husband and wife's communication. Is it possible to reach out again and see if they're satisfied with closing this claim? (They've indicated to us that they are.) Consumer Response /* (2000, 14, 2023/02/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was contacted by Bryan ******* at Alert 360 and he has resolved the problem to my satisfaction. It's interesting to read the note indicating that they contacted my husband because my husband was not involved with this setup at all and he reports that he hasn't talked to anyone there. Why they would contact him rather than me is a mystery. But Mr. ******* has taken care of the issue and I appreciate the assistance the BBB has provided.

• Initial Complaint

  01/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been paying for a service that hasn't been provided. I attempted to call them to cancel their services and they gave me the run around that I would get a call back. That the canceling department has a long wait. I'm paying for an alarm system that's not active and no one is willing to help.

  

  Business response

  02/28/2023

  Business Response /* (1000, 5, 2023/01/22) */ We regret Ms. *********'s dissatisfaction with Alert 360. We pride ourselves on industry-leading customer service, and we never want to have a negative interaction with a customer. Prior to receiving this complaint, we found no record of a written cancellation request from Ms. *********, as required by the signed agreement. As we do wish to resolve this matter, we contacted Ms. ********* and have reached a mutually agreeable resolution, and we now consider this matter closed.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had continual problems within the first 6 months. Motion Detector and doorbell replaced. 2 cameras requiring multiple service calls. Now when the alarm is triggered a notification will not be sent to both my wife's and I phones which are different models. The notifications worked fine up in until the system started malfunctioning as recent as a few weeks ago. After reaching out to the Rep he advised the issue is not their problem but instead the problem lies with our phone settings. Settings my wife and I never messed with and worked fine a few weeks ago. Again, my wife and I have different models of phones and have never messed with the settings when it worked and after the last repair.

  

  Business response

  02/28/2023

  Business Response /* (1000, 5, 2022/12/26) */ Alert 360 has contacted Mr. *****, and we have reached a mutually agreeable resolution. We now consider this matter closed.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They won't let me out of contract. Without jumping through a million hoops. I offered to pay the remaining contract off if they would cancel. They said it has to be in writing for fraud issues. Who pays 600 dollars to cancel someone else's security. I would gladly pay off contract if they would cancel service without having to email them a statement and wait for a response. Even if contract ends they said without a written response they will continue to charge my account. These people are the biggest scammers in the business.

  

  Business response

  02/28/2023

  Business Response /* (1000, 5, 2022/12/22) */ Alert 360 received a call from Mr. Eddie Pauley, who is not our customer and who did not sign the agreement with Alert 360. As a leading security company, the safety and security of our customers is of the utmost importance to us, and we can't cancel our customer's security service based on a phone call from another individual without authorization. We have asked Mr. Pauley for verification, including a Power of Attorney, stating he is authorized to conduct business on Mr. *****'s behalf. In accordance with the service agreement Mr. ***** signed, we require a written cancellation request from the account owner to cease security services. This request is solely to protect our customer from a potentially fraudulent cancellation request. We would be happy to cancel Mr. *****'s account upon receiving this documentation.

• Initial Complaint

  12/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Salesperson failed to explain that wall panel required electric outlet, so technicians installed panel on wrong wall - even after I verbally explained where we wanted it placed. We had to hire an electrician to install outlet and then had panel moved. This left a unsightly hole in the wall. Salesperson also neglected to inform us to buy a monitor to be able to configure and log into the security camera system - so now we have a system that is not configured until we purchase the monitor. A user manual was not provided during installation and Support at Alert 360 said they do not have electronic copies to provide us. In other words we have an expensive system that we cannot properly use for security.

  

  Business response

  02/28/2023

  Business Response /* (1000, 5, 2022/12/22) */ Alert 360 has reached out to Mr. ********* and we are scheduled to return to his home to resolve this matter December 28, 2022.

• Initial Complaint

  12/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am trying to work an agreement out with Alert 360. In March of 2021 I had an alarm system installed on my home in Kansas. Life was great. Was planning on staying there forever. Then in February of 2022 I received the news that my dad, in St. Louis, MO, has terminal cancer and I am needed to help take care of him. So I got a new job in St. Louis, sold my home and called the alarm company to let them know that the new person did not want the alarm system. They had no empathy for me and stated that I have to pay to the end of my contract no matter what. They do not have a termination clause. I had to move to Missouri, move in with my mom. Moving forward to 11.16.22, I received a letter from a collection agency that Alert 360 is wanting their 1643.00. I tried to express that everyone has termination clauses in their contract for life issues like this. Apartment complexes, real-estate contracts, gym contracts, cell phone contracts, etc. Not Alert 360, all they care about is money. There was no empathy at all in my situation. It is not like I was moving to a different home and not wanting an alarm, I was moving in with a parent passing due to cancer in a whole other state. I want two things to come out of this. 1. I want to come to an agreement on the amount that they are suing me for. 2. I would like to see their practices change for people with life situations and put a termination clause in their contract. I strive to pay my bills and I have an excellent credit report to prove that I do not have a habit of not paying my bills. SO I am not going into this frivisly. I have also seen many other reviews on google, consumeraffairs.com and yelp with people in the same position I am in. Due to life situations beyond their control, they must stop their contract and they are being sued and yet Alert 360s response is please call us and we will work something out with you, but they will not. There are no options except to pay.

  

  Business response

  02/28/2023

  Business Response /* (1000, 8, 2022/12/22) */ We regret Ms. ******' dissatisfaction with Alert 360. We pride ourselves on industry-leading customer service, and we never want to have a negative interaction with a customer. Ms. ****** signed a 36-month agreement with Alert 360, and we installed a complete security system at a substantial upfront cost. Ms. ****** advised us she would be moving 8 months into her 3-year agreement. The sales representative who sold Ms. ******' system advised her of the terms & conditions of our move program. Our Office of the CEO team worked diligently to provide options to accommodate Ms. ******' needs, including a substantially discounted final balance to be paid over four installments, which she agreed to in January 2022 to satisfy her contractual obligation. She never paid any of these installments and stopped communicating with us, including not responding to our more than 20 attempts to reach her both via email and phone. We believe we have offered her reasonable and fair resolutions, and we encourage Ms. ****** to contact the agency currently managing her account to resolve this matter. Consumer Response /* (3000, 10, 2022/12/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had to move due to a terminal illness of my family. The Alarm company did not email me at all. I look at my personal email every day. They do have negative interactions with Customers. Please look at google reviews, consumeraffairs.com and Yelp, and you will see many other customers having the same issues I am having and some who have even worse issues. For them to say that they do not have negative interactions is a farce. There move program is you have to get the system in your house you move to. Well I was moving in with my parents in St. Louis, and they did not want the alarm system on their house. I do not recall any discounted balance being told to me at all. There are no resolutions to my issue all that has ever been said to me is, look, you have to pay. You signed a contract. But as we all know contracts can be negotiated. I am appauled at them saying they emailed me and sent me phone calls. The phone calls I did answer and they just kept telling me I owed and would not listen to the issue I was having. It is a call center calling not the actual company that is aware of the issue or anyone that I could negotiate with. If they want to negotiate, I am willing to discuss with them, and come to a FAIR negotiation. Business Response /* (4000, 12, 2023/01/04) */ Ms. ****** has provided no new information to support her claims, and we recommend that she reach out to the agency that has her account for further assistance. We consider this matter closed.

• Initial Complaint

  12/07/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We are moving and attempting to cancel service. The company is refusing to allow us to do so because they say we have a contract with 24 more months on it and want us to pay out the contract in full. This is unacceptable because when having our previous service transferred we were told that we would NOT be on a new contract because we paid for the equipment outright and transferred the same contract -- which we had been on fore over four years. We would like to part ways with this company amicably, but they are refusing to let us out of a contract for a home we no longer will be living in.

  

  Business response

  02/27/2023

  Business Response /* (1000, 7, 2022/12/15) */ Alert 360 has contacted Ms. *******, and we have reached a mutually agreeable resolution. We consider this matter closed.

• Initial Complaint

  12/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called and talked to Me.****** on November at 2:15 pm about my camera not working properly by the garage. Mr. ****** told me that I would have to pay for a trip charge if forty five dollars. I asked Mr.****** where was this stated in my contract. He said he couldn't find it then him stated that if something was wrong with the camera they would replace it free then he transferred for me to Ms. Loretta and she said it was and if her to send me a copy of the contract with that stated that it was a trip and she stated that if the camera isn't working properly that would replace it free. Mr. Steve came today to look at the camera he said it wasn't any good and I would have to pay a 189.00 dollar for a new camera and he said that is what his boss said I asked to talk to Mr. Andres and never talked to him then he said he would put the old camera back up since I wasn't going to pay for a new one and the camera didn't work at all some he said he was putting a new up per Mr. Andres the camera that he put up there is worse than the old one!! Mr. Steve used my ladder without permission!! I want a brand new camera and not a used one. I pay a monthly fee for warranty service on the camera!!

  

  Business response

  02/28/2023

  Business Response /* (1000, 9, 2022/12/21) */ We regret Ms. *****'s dissatisfaction with Alert 360. We pride ourselves on industry-leading customer service, and we never want to have a negative interaction with a customer. Our local branch office has made multiple attempts to schedule a time with Ms. ***** to troubleshoot and correct this issue, but as of this writing, she has requested we reschedule to a future date. We look forward to resolving this matter as soon as we're able to find a time that works for Ms. *****. Consumer Response /* (3000, 11, 2022/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I told Mr. Jones on the 15th of December when he called to come out that I had to have emergency surgery and I will called them to reschedule when I get out the hospital!! I'm still not agreeing about the contract because now Mr. ***** called on the 12th and said that I'm not paying warranty for the camera that I'm paying warranty for the equipment everyone I talked to are saying something different. I want to get this issue resolved and soon as I get well!! Thanks Business Response /* (4000, 14, 2023/01/05) */ We wish Ms. ***** a speedy recovery. We are standing by to resolve this matter and look forward to hearing from Ms. ***** when she is ready to proceed with correcting this issue. We consider this matter closed.

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have had Alert 360 (Central Security) for about 7 years now. About 4 years ago I called them about adding a video camera system and video door bell to my home alarm system. We own our security system and paid cash to Alert 360 for the 4 camera video system and video doorbell. However, between the Covid 19, shut downs, now inflation and its high price increases.. we have to cut back. And canceled the alarm monitoring service with Alert 360. Now the Video doorbell does not work. Alert 360 says that the Video system (I PAID CASH FOR) is proprietary to only working with their services! The Alert 360 salesman nor Alert 360 ever told me the Video system would not work if I canceled their monitoring services!!! I was lead to believe that I could go to any security company with my alarm AND VIDEO system and they could monitor my home. Alert 360 deliberately plotted , planned and LIED to me to rip me off! DO NOT BUY FROM THESE PEOPLE!

  

  Business response

  02/28/2023

  Business Response /* (12210, 5, 2022/12/08) */ Alert 360 has contacted Mr. *****, and we have reached a mutually agreeable resolution. At this time, Alert 360 considers this matter closed. Business Response /* (1000, 14, 2022/12/19) */ Alert 360 apologizes for any delays in Mr. ***** receiving his refund check. I can assure you we have mailed it, and he will receive it soon. Please see the United States Postal Service tracking #: XXXXXXXXXXXXXXXXXXXXXX Consumer Response /* (3000, 16, 2022/12/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have checked the tracking number Alert 360 claims is the shipping number of their check (to me). USPS states the below: " Tracking number XXXXXXXXXXXXXXXXXXXXXX doesn't seem to be a USPS tracking number. Please check the number and carrier and try again" So in other words they did not send the check and the number is bogus. Business Response /* (4000, 19, 2022/12/26) */ Alert 360 has worked diligently to resolve this matter with Mr. *****, including providing him a refund as a good-will gesture. We have submitted this check to the United States Postal Service as seen in the attached screenshot from the previously provided tracking number. Alert 360 cannot be held responsible for any delays in receiving a check once the check enters the USPS mailing system. As this check has not moved through their system since they picked it up, we are re-issuing this check for Mr. ***** as a courtesy, and shipping it via FedEx. Please see the following FedEx tracking #, which shows estimated delivery 12/27/XXXX: XXXXXXXXXXXX Consumer Response /* (2000, 20, 2022/12/24) */ I would like to report that Alert 360 has indeed sent me the check they promised for the trouble we had. They are good to there word and I thank them for their cooperation. This case should be closed.

• Initial Complaint

  11/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Last year I had a break in the alarm system failed and over $9000 worth of equipment was stolen

  

  Business response

  02/23/2023

  Business Response /* (1000, 5, 2022/11/21) */ Alert 360 prides itself on providing industry-leading service and support and never wants a negative interaction with a customer. Mr. **** is alleging he lost $9,000 in tools during a burglary that he states took place approximately 1 1/2 years ago. He has not provided a police report, has not filed a claim with his insurance company and has provided no inventory of items he alleges were stolen. Our inspection of his security at that time indicated it was working properly. The contract we have with Mr. **** includes a limit of liability which he has been advised of. As a goodwill gesture we offered Mr. **** a reasonable settlement which he rejected. We recommend Mr. **** file a claim with his insurance company. At this time we consider this matter closed.

*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. ↩