ComplaintsforAlert 360 Home Security

• Initial Complaint

  11/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My smoke detectors were malfunctioning and a service tech (Steve) came out on 10/6/22 to assess the issue. He determined 5 of my smoke detectors needed to be replaced and a supervisor we both spoke with, Teara said she would order the replacement parts. Another tech came out on 10/14/22, but did not have the new smoke detectors to install. He was only there to determine the type that needed to be ordered, which was not my understanding of his visit. I spoke with another supervisor, Guadalupe Trevino, who assured me the defective smoke detectors would be ordered and a branch manager would contact me to schedule the installation of the new devices to replace the defective equipment. I asked her to follow up and keep me apprised of the status of the necessary equipment replacement. When I did not hear back from anyone, I emailed her on 10/22/22 and again requested she follow up. To date, she has never replied to my email. I pay an additional fee every month so if I ever have an issue with any of the security equipment it will be repaired/replaced immediately. Having faulty smoke detectors is not why I had this equipment installed and does not give me peace of mind that my home and family is protected in case of an emergency. I would like an immediate resolution to this matter and have been more than patient with Alert 360. I expect someone from their corporate office to ensure my smoke detectors are immediately replaced and also expect a one month credit since the equipment has not worked properly the past month. I have attached the email exchange for your review, confirming Alert 360 knew the equipment needed to be replaced. Please contact me any additional information is needed to resolve this issue, XXX-XXX-XXXX. Thank you for your intervention to resolve this urgent matter.

  

  Business response

  01/24/2023

  Business Response /* (1000, 5, 2022/11/10) */ Alert 360 has contacted Ms. *****, and we have reached a mutually agreeable resolution. We now consider this matter closed. Consumer Response /* (2000, 7, 2022/11/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Once my complaint was escalated to the corporate office, it was handled promptly and professionally. Thank you BBB for helping me resolve this matter.

• Initial Complaint

  10/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up with Alert 360 in May of 2021. Since the initial installation I have had several issues with the video equipment/system being compatible with my home. Within the first 6 months I had 5 service calls to repair and/or reset my equipment. Alert 360 suggested that I purchase wifi extenders, which I did, and I still have the same issues with my video equipment not working properly. Within the first 3 months I had to have my doorbell replaced twice. I have recently been contacted several times (via mail and telephone) in reference to payment. And as I stated, why would I continue to pay for a service when the services are not being provided per the contract. I requested to terminate the video portion of my contract in February/March time frame. I was told someone would be in contact with me soon. 2-3 months went by before I was contacted (I had to contact them again before they actually called me back), and I was informed that there was nothing they could do since I had a contract. Again, I stated I wanted to terminate the video portion since it is not compatible with my home. And again, I was told someone would be in contact with me. About a month ago a representative whom I've spoken with previously said that he would have the video portion removed if I paid the past due balance. I reminded him that previously he stated there was nothing he could do. Now all of a sudden it can be removed if I pay the past due balance. I stated again, why should I pay for something I can't use and that I have tried several times to resolve this issue prior to there being a past due balance. The representative said he'd escalate my request, which was the promise he made the last time I spoke with him. Last week another rep called me, and I recapped my previous conversations and what was stated to me. However, nothing that was previously stated was notated in the notes portion. Alert 360 has basically stated I have to honor a contract without proper working equipment.

  

  Business response

  02/01/2023

  Business Response /* (1000, 5, 2022/11/07) */ Alert 360 is always willing to work with our valued customers and has provided multiple options for Ms. ***********, including extensive troubleshooting of all cameras. Billing adjustments have also been made for cameras unable to be installed or viewed. After receiving this BBB complaint from Ms. *********** we made several additional attempts to reach Ms. *********** without success. Ms. *********** will need to reach out to the company who is currently managing their account if she wants to resolve this matter. They will need to correspond with them for any further information. Alert 360 considers this matter closed. Consumer Response /* (3000, 7, 2022/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Each time I spoke with Alert 360, there was never a solution. The only solution that was ever offered was to pay my bill, despite their equipment not working properly. Buddy called me on XX-X-XX and left a detailed voicemail asking me to call back so I can work with Alert 360 to resolve my complaint/concerns/issues. I have called back twice in which there were no notes indicating the detailed voicemail he left on my phone number. As of today, I am still waiting for his return phone call. Again, I requested to end my contract for the video portion, as well as speak with someone from the cooperate office. Each time I was denied that opportunity until I paid for a service that was not working, despite several service calls. Business Response /* (4000, 14, 2022/11/27) */ Alert 360 has contacted Ms. ***********, and we have reached a mutually agreeable resolution. We consider this matter closed.

• Initial Complaint

  10/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  3 properties with a total of 6 break in's. *** s **** st. System failures after system check and/or repair caused loss exceeding $8000.00. no insurance and as such no alert 360 assistance for loss. 424 apple wood, breakin captured by trail camera showed 3 plus hours of alarm bypassed by perpetrators causing near 1000.00 in loss again a few months after repair/check/upgrade. 2805 nw 23rd breakin with motion detector failure to detect just months after upgrade/repair/test of system with additional contract and monthly cost and installation and equipment cost. Damage to property but loss again caused by system failure. Their system is either inept or compromised and has caused me 1000's in loss . System upgrades each time still produced system failures that allowed perpetrators to have not only access, but extreme extended access to what should have been a secure location. I have come to the belief that their company/system is compromised, but discussion of the possibility is met with cognitive dissonance and dismissal. All reports made and provided with photos , case numbers and arrests were made. This company has failed to meet any generally accepted basic expectations of security. For 3+hours motion detector and front entry failed to detect 6 people entering and exiting with system fully armed and system monitoring unaware. Alert 360 is either inept or compromised and the only loss being absorbed is by myself and my family. The normal expectations commonly expected are not met because of system failures or compromised systems. At this time I demand compensation for my losses, refund for equipment and equipment upgrades where promises failed to meet normal expectations, refund of monthly service for all 3 properties since first system failure caused losses, cancelation of contracts w/o penalties, and detailed response to address the possibility of compromised systems to help protect others from similar loss.

  

  Business response

  01/05/2023

  Business Response /* (1000, 5, 2022/10/13) */ Alert 360 prides itself on industry-leading customer service and state-of-the-art equipment, and we would never want a customer to have a negative experience. We have researched this claim based on the limited information we have received, and have requested evidence of a loss such as an inventory list of items stolen, a police report, and insurance claim or any other form of documentation substantiating a loss. To date this information has been provided. We have attempted to contact Mr. ****** to discuss this matter and our calls have not been answered and his voice mailbox is full so we are unable to leave a message. Additionally, no evidence has been provided that would indicate any Alert 360 employee was involved in these incidents, and we will cooperate fully with authorities. The photos Mr. ****** provided show no evidence of an actual break-in or loss of property. We have offered to conduct a post-burglary system inspection which is standard protocol in the event of a burglary, however that request has been denied by Mr. ******. We remain Interested in conducting an inspection of Mr. ******'s system as soon as possible, and we request a copy of the police report as well as an insurance claim so we may fully investigate this matter. Until this information is provided, we consider this matter closed. Consumer Response /* (3000, 7, 2022/10/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) POSSIBLE COMPROMISED SYSTEMS MET WITH COGNITIVE DISSONANCE Update..in response to the misinformation written in their reply, I am 7 hrs away in total from the properties before mentioned. They were informed that I would be there on October 9. No representation of alert 360 showed. I was there for 12 hrs trying to save the property located there. VM is not full, and I had a heated conversation with a representative from their company that offered only a release from contract. To little to late, and the bigger point of my complaint is to help prevent other customers of theirs to experience what I have. I was flately informed that because I did not possess insurance, there was nothing they would do for me to help offset my losses due to their system failures. One situation alone did not alert me to the pattern. Most customers only have one property under their service. Alert 360 is not only outright dismissing the possibility of it being compromised without investigation, but they have exibited cognitive dissonance to it and outright defensiveness. I have provided all requests twice now. Their own employees confirmed that system was showing armed during the 3 hour breakin prior to alarm going off. Camera footage shows perpetrators went in and out of a security defined protected area. Alert 360 did come out and do a post breakin inspection. At that time all equipment tested good, but they up sold me on additional equipment at both properties. All of which failed again in the same manner. To clarify the statement of being compromised is a reference to their system which may or may not involve internal as they assumed I was referencing. It is clear that their equipment is being bypassed not only through entryway protection but also motion detectors inside of the home located directly in path of perpetrator movement. I ask you this. How does a fully armed and service connected system that was apparently functioning properly not detect 6 different perpetrators plus their dog walking directly in front of motion detection connected device for 3 hrs and never trip their alarm system? You can also add the front door was also not tripped although tested by alert 360 as fully functioning after the breakin at 424 apple wood location. They entered and exited for 3 hrs and system stayed armed and detected nothing. I strongly recommend avoiding this company and highly recommend to disconnect service. A contract break penalty would have been cheaper than the losses and the stress all of this has caused me. What service was provided for the monthly fees that were paid every month when their system is clearly compromised in some manner? What service did they provide for the monthly fees that were paid when their equipment is a joke to the thieves like the ones that broke in to that property? The fully accurate answer is...none. Their defensiveness, denile, and complete lack of concern for their customers safety over their self preservation is disturbing and appalling. Description of Complaint: 3 properties with a total of 6 break in's. *** s **** st. System failures after system check and/or repair caused loss exceeding $8000.00. no insurance and as such no alert 360 assistance for loss. 424 apple wood, breakin captured by trail camera showed 3 plus hours of alarm bypassed by perpetrators causing near 1000.00 in loss again a few months after repair/check/upgrade. 2805 nw 23rd breakin with motion detector failure to detect just months after upgrade/repair/test of system with additional contract and monthly cost and installation and equipment cost. Damage to property but loss again caused by system failure. Their system is either inept or compromised and has caused me 1000's in loss . System upgrades each time still produced system failures that allowed perpetrators to have not only access, but extreme extended access to what should have been a secure location. I have come to the belief that their company/system is compromised, but discussion of the possibility is met with cognitive dissonance and dismissal. All reports made and provided with photos , case numbers and arrests were made. This company has failed to meet any generally accepted basic expectations of security. For 3+hours motion detector and front entry failed to detect 6 people entering and exiting with system fully armed and system monitoring unaware. Alert 360 is either inept or compromised and the only loss being absorbed is by myself and my family. The normal expectations commonly expected are not met because of system failures or compromised systems. At this time I demand compensation for my losses, refund for equipment and equipment upgrades where promises failed to meet normal expectations, refund of monthly service for all 3 properties since first system failure caused losses, cancelation of contracts w/o penalties, and detailed response to address the possibility of compromised systems to help protect others from similar loss. Desired Settlement: Refund Business Response /* (4000, 9, 2022/10/23) */ Mr. ******'s response provides no new factual information to support his claims. We have researched his claims based on the limited information we have received and have requested evidence of a loss such as an inventory list of items stolen, a police report, and insurance claim or any other form of documentation substantiating a loss. To date this information has not been provided. Additionally, no evidence has been provided that would indicate any Alert 360 employee was involved in these incidents, and we will cooperate fully with authorities. The photos Mr. ****** provided show no evidence of an actual break-in or loss of property. We have offered to conduct a post-burglary system inspection which is standard protocol in the event of a burglary, however that request has been denied by Mr. ******. We remain Interested in conducting an inspection of Mr. ******'s system as soon as possible, and we request a copy of the police report as well as an insurance claim so we may fully investigate this matter. Until this information is provided, we consider this matter closed. We stand by our previous offer to release from the current contractual obligation with Alert 360.

• Initial Complaint

  09/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Alert360 technicians have been giving me the runaround, I have been promised 3-4 times by the technicians that someone will come to change the faulty device in my Garage for months now and no one ever comes, 3-4 visits from technicians and they all said the same thing. my device needs to be replaced as I have to change the batteries every 2 days so it can continue to work and technicians said its needs to be replaced.

  

  Business response

  12/05/2022

  Business Response /* (1000, 5, 2022/09/08) */ We regret Mr. **********'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 is working diligently to resolve this matter, and they have ordered a special part to ensure we can get his system fully operational again. We anticipate delivery of the requested part in the very near future. We appreciate Mr. **********'s understanding in this matter as we await delivery, and we will coordinate a time to finish repairing his system once we have received this part.

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Alert 360 alarm system was purchased by my husband, *********** *****, and he entered into a contract with them until April 2024, Account# XXXXXXXXX. We are separated and he has not lived in the home since February 2022. I have an order from an Oklahoma judge, Judge ******* ****, that I have emailed to Alert 360. It states that I have sole legal, financial and custodial rights to the property at **** ** **** ** Jones, OK XXXXX. *********** is a police officer and is using the system to monitor myself and our children. There is extensive domestic abuse which was provided to the court system and as a result, I have sole custody of our children and he is not allowed on the property. Alert 360 will not allow me to cancel this system given that *********** ***** no longer resides here and is utilizing the system for his own monitoring purposes. In Oklahoma it is illegal to monitor a residence in which you no longer reside. I have extensively called Alert 360 to explain the gravity of the situation and offered to provide evidence to them of the death threats I have received in the form of recordings and transcripts which have all been presented in court and have been submitted as evidence. I have asked for a suspension of the account as they have stated they will not cancel it per my request because I am not the holder of the account. It is the right thing to do morally and ethically to keep my children safe as I have outlined to the company repeatedly which goes against their company motto of "**ay connected, secure, and in control with one of our complete packaged home security systems that includes professional alarm monitoring!" *********** ***** is connected and in control of the account and myself and my children are not secure. I have asked them to call *********** ***** and have the account released into my name which they will not do. The balance was offered to be paid in full and they refused as the account is not in my name.

  

  Business response

  11/02/2022

  Business Response /* (1000, 8, 2022/08/29) */ Alert 360 cares about our customers' well being and made multiple attempts to establish a solution in accordance with the contractual agreement we entered into with the account owner. We have now processed the cancelation of this account, terminating services at Ms *******'s location, ensuring no further obligation or activity.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Alert360 added exorbitant unexplained fees to our account and is threatening to send us to collections for an amount 3 times higher than the monthly fees they say are owed. The system constantly has service alarms and the installer told us that the 3g cell service doesn't even work any longer. They claimed our credit card expired (which isn't the case) and tried to schedule an equipment upgrade. The installer warned of us of this billing scam and said he can replace the cellular component along with getting us a lower monthly fee for a better monitoring service. He also said that Alert 360 sends employees out to take pictures of signs for new providers and otherwise harasses their ex-customers. I called them and the person I spoke with was sympathetic but could help me in no way whatsoever. They added hundreds of dollars to the bill and are threatening collections along with reporting to the bureaus. This is both deceptive and likely illegal billing practices.

  

  Business response

  09/02/2022

  Business Response /* (1000, 5, 2022/08/19) */ As an industry leader in customer service, Alert 360 regrets Mr. *******'s dissatisfaction, and we never want to have a negative interaction with a customer. However, we disagree with the details listed in his complaint. As is our standard procedure, we notified Mr. ******* in writing that the card we had on file was set to expire 30 days prior to the date of expiration. We have tried to reach him numerous times since then including more than 20 attempts via phone and 4 letters notifying him that we did not have an active card on file and would need to update his card information to continue processing his monthly payment. As we were unable to reach Mr. *******, we have not received a payment for his account since February 2022. Any additional charges received were late fees due to lack of payment (as outlined in section 1.5 of the Alarm Monitoring Agreement Mr. ******* signed), as well as an acceleration of the remaining balance on his contract due to nonpayment. We would be happy to work with Mr. ******* to resolve this matter, but we do not agree to release him from his contract because he has signed up with another company. We encourage him to reach out to us if he would like to work to find a mutually agreeable resolution. Consumer Response /* (3000, 7, 2022/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The claim that they have been unable to reach me is patently false. I have spoken with a CSR on two different occasions, both times I was told that the calls were recorded. I have also spoken with someone in Collections, as well as someone in billing (yesterday) who was supposed to transfer me to advanced billing but actually transferred me to cancellations, whom I had already previously spoken with as well. None of them could help. I even have copies of email correspondence where customer service refused to email me a copy of the agreement they mentioned. I had to call and insist that this be done. Since then, I have forwarded the agreement to my attorney who mentioned multiple explicit reasons that the agreement is not enforceable. He will also be dealing with the collections company should Alert360 continue with their plans to sell the debt. Which leads to the exorbitant and unnecessary charges added to my bill in anticipation of selling the debt to a collections company. My alarm system has not worked for over a year. It has multiple hardwired components, that do not use batteries, which have low-battery alarms that will not go away. The cellular component is 3G and Alert360 sent a letter saying that it will no longer transmit, which negates any need for it to be monitored by them. The system does not work and has not worked. I won't be paying them for it. This has been a consistent message from me in all written and verbal correspondence. After speaking with someone in collections (who could not help me) and telling them they can move forward with the plan, I received another new invoice that had charges backed out (which I did not request) only to have the same type of charge assessed again. They are harassing me as evidenced by their own admission of contact attempts after I asked to no longer be contacted about the issue and agreed that they can sell the debt according to their threats. My only desirable outcome remains to not have to deal with this company any longer. I work in commercial credit that involves collections. Companies who choose to do business this way - if that's what you call it - are the reason for the growing anti-corporate sentiment spreading across the country. They clearly value profit over people and have no qualms with trying to squeeze money from their customers that isn't owed under threat of ruining their credit. I have zero concern about this debt going on nor staying on my consumer credit report. I plan to continue to let their customers, potential customers, and members of my community know about this terrible experience. Business Response /* (4000, 9, 2022/08/29) */ Alert 360 has made numerous attempts to contact Mr. ******* without success. He has provided no new information regarding this claim. Mr. ******* signed up with another company while still under contract with Alert 360. We are willing to work him to resolve this matter and have a proposed resolution. If Mr. ******* is unwilling to speak with us, we consider this matter closed. Consumer Response /* (4200, 11, 2022/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm more than willing to submit call logs, the emails I mentioned, and screenshots showing that the alarm system doesn't work in multiple, critical ways. They are doubling down on the lies about not being able to reach me. Their PR person responds to all negative reviews online as being from people pretending to be customers. Conducting "business" this way is disgusting, shameless money huckstering.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  8/?/21 - Received letter from Alert 360 that a system upgrade was needed in order for monitoring to continue by October 2021 10/1/21 - I was charged $107.17 for a service upgrade that never happened. 2/1/22 - Last auto payment via credit card of $42.13 for monthly monitoring. 2/11/22 - I called Alert 360 concerning $107.17 charge and talked with service representative named Lawana. She confirmed that the upgrade was never performed. She agreed to remove the $107.17 charge which she did. She also agreed to address the monitoring fee that had been paid for through 2/1/22 and call me back. Never received that call. 7/13/22 - I called Alert 360 and talked with Don concerning the monitoring fee and he agreed to call me back later that same day. No call back. 7/14/22 I received a call Alert 360 but person hung up when I answered. 7/18/22 - I called Alert 360 and talked with Natasha. She advised me that I would not receive any credit for monitoring service not performed and paid for. Explains why someone terminated the call on 7/14/22 when I answered. I advised Natasha that I would be terminating service with them. She immediately gave me the telephone number XXX-XXX-XXXX. 7/18/22 I received a letter from ADT later that same day wanting me to come back to them with an offer of a Nest Doorbell Professionally Installed Free + a $100 ADT Visa Reward Card.

  

  Business response

  10/18/2022

  Business Response /* (1000, 5, 2022/08/08) */ Alert 360 has contacted Mr. *******, and we have reached a mutually agreeable resolution. At this time, Alert 360 considers this matter closed. Consumer Response /* (3000, 7, 2022/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Currently I do not accept Alert 360's response and consider the matter remains open. This is based upon Alert 360's response without what information was agreed to. Following is more detailed information regarding my interaction with Alert 360 and their representatives. 8/5/2022 - Received a recorded message to call Alert 360 and asked to speak with someone in the Office of the CEO. 8/5/2022 - I called Alert 360 and asked to speak with someone in the Office of the CEO. A representative named David siad he would connect me. I was transferred to someone named Drake. Drake asked me what he could do to solve the problem. I told him that I was in the process of terminating service with Alert 360 and I had already scheduled an appointment with ADT to provide security service with them. He said that Alert 360 was going to give me credit back to October 1, 2021 making my account a zero ($0.00) balance and in addition would be sending me a check in the amount of a $152.70 for a refund. I thanked him and told him that it would go a long way and that I would consider getting service with them in the future. He asked that close the BBB complaint and he would sending me an email and ask me what date did I want Alert 360 to terminate service. I told him that I would close the complaint with the BBB once I receive the items he promised. 8/10/2022 - I received a Termination Notice dated 8/5/2022 (the same day as my discussion with representative Drake) for a balance due of $352.04) Business Response /* (4000, 12, 2022/09/01) */ When we wrote our initial response, the customer had not yet received his refund check, and wouldn't say it was resolved until that happened. We spoke to him today (8/24), and he confirmed he'd let you know that he's received that and is satisfied with our resolution. Can you possibly reach back out to him again to see if we can close this one out? Consumer Response /* (2000, 14, 2022/09/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  06/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife and I purchased our home in October 2020. The previous owners (who I have no way of contacting) had an alarm system from Alert 360. We elected not to pay for security monitoring so our understanding was that the system was turned off and no longer being monitored. Yesterday (June 15, 2022), I accidentally bumped one of the door sensors from the old system and knocked it off. Because the system was not supposed to be monitored I thought nothing of it and went about the rest of my evening. A few hours later I was woken up around 11 PM by someone shining a flashlight in our windows and my dog barking. By the time I made it out to check what was happening the person was gone. My RIng doorbell camera showed that the person was in a police uniform. I called the local Sherriff's department non emergency line to confirm if it was an actual police officer and what they were doing at my house. I was informed that the Sherriff's department had responded to a call from Alert 360 regarding an alarm system at my address. After getting the number for the company I called them and was told that someone else was still paying to monitor my house, but I would need to call back in the morning to talk to the customer care team to try to get service canceled. I called again in the morning and Alert 360 told me that the only way to get the service canceled was to have the person on the account (presumably the previous homeowner) call them. They did not provide any way for me to send in proof that I am the current owner of the house and request that they stop allowing someone else to monitor my home. They also refused to tell me what data was being collected, the system appears to have at least some audio recording capabilities. I do not want to use Alert 360's service and I do not want them to allow a stranger to continue having alarm service at my home.

  

  Business response

  07/14/2022

  Business Response /* (1000, 5, 2022/06/22) */ Alert 360 has contacted Mr. ******, and we have reached a mutually agreeable resolution. Alert 360 considers this matter closed. Consumer Response /* (2000, 7, 2022/06/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  04/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We had a remodel done to our home which was finished in June/July of 2021, which included having to move the alarm control box. When the remodel was concluded Alert 360 was informed that the control box needed to be relocated and reactivated. They never came to follow up and reconnect the box, They have been sending a monthly bill which we refuse to pay since we have no service. The amount due is at $312.39 as of 4/10/22. We want to have them come take their equipment and cancel this debt as we've not had service since we contacted them to reconnect the box.

  

  Business response

  05/02/2022

  Business Response /* (1000, 5, 2022/04/21) */ As an industry leader in customer service, Alert 360 regrets Ms. ******** dissatisfaction, and we never want to have a negative interaction with a customer. However, we disagree with the details listed in Ms. ******** complaint. We were notified in October 2021 that Ms. ****** needed her keypad remounted after completing a remodel of the home. Since this was caused by the customer's remodel, that service was not covered under their warranty agreement. Because she was a long-time customer, we offered to complete this service call for a lower rate than normal as a goodwill gesture. On October 30, 2021, our technician visited the home where he relocated their panel to the front door, installed a new sensor, installed a new battery and tested the system to ensure it was working properly and communicating effectively. Even though all services were performed as requested, and was signed off on by the customer as being completed, as of this writing we still have not received payment for the extensive work performed on this service call. We have confirmed the system has been communicating, and at no time since the October service call has the customer been without security protection. After we preformed the repair work in October 2021 we did not hear from Ms. ****** until February 2022 when she contacted us to cancel her services. At that time we offered a courtesy credit to help bring the account current, and we also offered a technician visit again to check the system. The customer declined all options. We believe we have offered Ms. ****** a reasonable and fair resolution, and we encourage her to reach out to us to further discuss the options we have available, so we may resolve this matter amicably. Consumer Response /* (3000, 7, 2022/04/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) we tried to resolve this issue amicably per their request, but they never called us back like they said they would, so we tried. Consumer Response /* (2000, 9, 2022/04/28) */ Nevermind they worked out a deal with us. I would like retract all accusations on them, they're fine.

• Initial Complaint

  03/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I'd like to file a complaint against Alert 360. They installed a video, door, window home security system. They also installed automated thermostat. I specifically asked for features including automated video recording as i've had suspicious activity and trespasses on my property and was unable to provide video evidence because I was unaware i was sold a system that is not recording. I also have a keypad that is limited in function and doesnt allow me to see who is at my door except i access an app that seems to have bugs, is not user friendly and limited in functionality. I've spent well over $1200 on this system. When i called in the past they replaced the cameras only to have the same issue when i called on March 7th i spoke with an ****** and I was disconnected from the call twice on two different days after already being told that i'd have to pay for the current system i have installed which doesnt meet my needs as well as the new system that they'd have installed and the installation fee. When I asked how i would be compensated for being mislead and and not having the features i'd requested from the beginning i was told that this was the best they could do and i never had a manager follow up with me as promised. This is all a negative experience as well as money and time wasted with a company that has lost my confidence and has done nothing to rebuild it or rectify there misleading of my sales process. I've been cheated and need help to get this resolved! I told them i want to cancel and they said i'd have to pay for the equipment that doesnt meet my needs and fee's to cancel. I've been unable to fully report to police these activities due to a system being sold to me that doesnt meet my needs and no empathy from alert 360! I need help to get this resolved ASAP!

  

  Business response

  04/01/2022

  Business Response /* (1000, 5, 2022/03/30) */ Alert 360 has contacted Ms. ******, and we have reached a mutually agreeable resolution. At this time, Alert 360 considers this matter closed. Consumer Response /* (2000, 7, 2022/03/30) */ Yes. They resolved.

*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. ↩