ComplaintsforHomePro

• Initial Complaint

  09/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a contract to advertise in this edition and it was not printed,they charged my account but did not print the advertisement. The owner ************* called me to let me know they were having problems retaining employees and lied about it then he pulled my ad from this magazine. I would like a refund

  Customer response

  09/19/2024

  Please disregard this complaint as it has been resolved,thank you for your help. The vendor in question has provided a resolution.

  Business response

  09/20/2024

  ***********************
  **************************************************************
  
  Customer#: N/A
  Complaint#: ********
  
  Dear ****************,
  
  Thank you for reaching out. It appears there may be some confusion regarding your complaint. HomePro is a home alarm and home automation company that operates solely within the state of *****. We do not offer advertising services or have any involvement with printed media.
  
  It seems your complaint may be directed at the wrong company. We recommend reaching out to the correct business to resolve the issue. If you have any further questions, please feel free to contact us.
  
  Sincerely,
  ******************
  Customer Care Escalations Supervisor
  *********************
  
  Cc: Better Business Bureau
  
  

  Customer response

  09/20/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  09/09/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  When buying my new house with Westin, I was required to have a session with HomePro. During the meeting, we made it clear to the sales guy that we were just interested in security automation, media system, and not a complete monitoring system. The sales guy convinced us to give it a try but failed to disclose their cancellation policy and other important details.6 months later when the tech guy came to do the installation and explained how the system works, I realized it would be more of an inconvenience than protection. So on that same day, with the tech guy present, I called HomePro to cancel the monitoring and they told me, I have to pay a cancellation fee of about $2400. The cancellation fee is the same as the 5-year contract total payment. I asked them why the contract does not provide the cancellation details and HomePro is not giving me any answer.

  Business response

  09/10/2024

  ****** ***** Sare
  ***********************
  **********************
  
  Customer#: *******
  Complaint#: ********
  
  Dear Mr. ****************** you for sharing your experience with us, and were sorry to hear about your dissatisfaction.
  When reviewing your account, we see that the terms of your contract, including the cancellation policy, were outlined during the initial agreement. HomePro allows customers a three-day period to cancel without penalty. Since no cancellation request was made within that timeframe, the contract remains active, and any early termination would incur the cancellation fee as stated in the agreement.
  We also understand that you spoke with me and declined the discount I offered on the remaining balance of your contract. We respect your decision to pursue this matter further.
  Should you have any additional questions or wish to revisit the options available, please dont hesitate to contact us. Were committed to resolving your concerns and hope to find a satisfactory solution.
  If you would like to discuss your situation further, please dont hesitate to reach out to us directly.
  If you need further assistance in this matter, I am available Monday through Friday from 8:00 a.m. to 5:00 p.m., Central Standard Time.
  
  Sincerely,
  ******* *.
  Customer Care Escalations Supervisor
  *********************
  
  Cc: Better Business Bureau
  
  

  Customer response

  09/10/2024

  I am rejecting this response because:   

  1. HomePro told me that any discount on the cancelation was very insignificant compared to the total fees.

  2. Right after my meeting with HomePro, I was mobilized for a military training with very  limited internet access.

  3.With the 3 days to cancel when the system has not be installed, how can a customer evaluate the value of your monitoring system. 

  4. Since once you the contact is signed the customer is locked for the term, why aren't the sales *** providing those details for informed decision on from the customers..

  ***** is that many customers are having the same experience like me.

  6. I  believe HomePro is being dishonest in their business practices 

  Business response

  09/13/2024

  We hope for a mutually agreeable resolution and appreciate your understanding. If you have any further questions or wish to revisit this matter, please dont hesitate to contact us. We want to ensure that we provide the best possible resolution for you. 
  If you need further assistance in this matter, I am available Monday through Friday from 8:00 a.m. to 5:00 p.m., Central Standard Time.
  
  Sincerely,
  ******* *.
  Customer Care Escalations Supervisor
  *********************
  
  Cc: Better Business Bureau
  
  

  Customer response

  09/23/2024

  BBB,

  I contacted HomePro again and they still wanted me to over $2000.00 in cancellation fees. I just want BBB to warn other consumers of the deceptive sales practices of HomePro. What their sales person proclaim is diiferent from what is their contracts, knowing that after hours of them exhibiting some of their technologies, most clients will not be able to read the fine prints of the contracts. 

  To confirm HomePro's dishonesty, please look at another victim's complain below:

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

• Initial Complaint

  08/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date of Incident: August 14th Nature of service: Security Reason: I was made aware of a price match guarantee ( my issue was not the price so much as it was a couple of features I had expressed wanting that I was going to be charged an extra 1300 for ) so when I approached my ** he said they could meet with me to redo our paperwork to include the 2 features I wanted that a competing company offered me ( on top of many others they offered ). I only countered HomePro with about 2 out of 5, to see if they would work with me on it. I was told they would. Upon entering my home again however, the ** tried to ask me to pay that extra 1300 hundred NOW to add the features. He threw in my face that I said I wanted simple and I reminded him he never told me the 2 features i asked for were an option. He sat in my home trying to talk contract circles to me because I am a woman and my husband was not home. It was poor salesmanship ( a bold face lie since he did not get anywhere near matching the other company on features ), it was definitely discriminating seeing as how he kept repeating he just wants me to be safe in this house with implications on not being able to defend myself. I have tried contacting him, customer service, and once his branch manager reached out- I returned phone calls after work but have been sent to VM multiple times now. Their customer service wanted me to pay 2700 dollars upfront ( without even having received any installation ) to close my contract! I have put down about 259, already and I know I am not getting that back from them. I assume I will have to work with my bank on that end. This company clearly takes advantage of new homeowners just because they are favored by our builders. I have not gotten equipment or service. I just want out of this contract.

  Business response

  08/26/2024

  *********************
  ******************************************************
  
  Customer#: *******
  Complaint#: ********
  
  Dear *****************,
  
  Thank you for sharing your experience with us. We regret to hear that you feel this way about your interaction with our team.
  HomePro provides all customers with a three-day window to cancel their contract without any penalty. Since no cancellation was requested within that period, the contract remains in effect. We want to clarify that our business practices are transparent and fair, and we take customer concerns seriously.
  We understand that your recent experience did not meet your expectations, and we apologize for any frustration this has caused. Please be assured that we are committed to addressing any issues you may have. If you would like to discuss your situation further, please dont hesitate to reach out to us directly.
  If you need further assistance in this matter, I am available Monday through Friday from 8:00 a.m. to 5:00 p.m., Central Standard Time.
  
  Sincerely,
  ******************
  Customer Care Escalations Supervisor
  *********************
  
  Cc: Better Business Bureau
  
  

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When checking a product's price and shipping costs, HomePro required my credit card info and shipping info first. It LIED, BY STATING SHIPPING AND TAX INFO WOULD BE CALCULATED AND SHOWN TO ME BEFORE ORDER SUBMITTED. They instantly charged my card and never showed me the $16 shipping cost.

  Business response

  08/16/2024

  B K
  , OR 97216
  
  Customer#: N/A
  Complaint#: ********
  
  Dear B K,
  
  Thank you for bringing this matter to our attention. We apologize for any confusion or inconvenience you experienced.
  It appears that there has been a misunderstanding. HomePro operates exclusively in the state of *****, and the business you are referring to does not align with our operations. We are not responsible for the practices or transactions of businesses outside of ******
  We recommend contacting the business in question directly to resolve your issue. They should be able to provide clarification on their billing and shipping procedures.
  We apologize for any inconvenience this may have caused and appreciate your understanding.
  If you have any further questions or concerns, please do not hesitate to contact us. 
  If you need further assistance in this matter, I am available Monday through Friday from 8:00 a.m. to 5:00 p.m., Central Standard Time.
  
  Sincerely,
  ******************
  Customer Care Escalations Supervisor
  *********************
  
  Cc: Better Business Bureau
  
  

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have repeatedly tried to get service on my alarm system and A/V system which Home Pro installed in April, 2024. I spent 45 minutes on the phone with them today with no resolution. They refuse to honor the warranty and expect me to pay for a technician to show up. They have been here on 4 previous occasions and the problem is not resolved. The alarm goes off at all hours of the day, and yesterday police showed up at my house for a false alarm. They still refuse to help. I alos want to cancel my alarm service, but there is no way to do so.This constant runaround is one of the worst examples of customer service I have ever experienced!

  Business response

  08/16/2024

  *********************
  ***************
  Manvel, Tx 77578
  
  Customer#: *******
  Complaint#: ********
  
  Dear ****************,
  
  Thank you for taking the time to share your concerns with us. We sincerely apologize for the difficulties youve experienced with your alarm and A/V systems.
  On August 15, 2024, you contacted us regarding the issue with your alarm system, which was attributed to an A/C power failure that occurred on August 9, 2024. During our conversation, we inquired whether the system was plugged into a GFI outlet, and you indicated that it was not. We also requested that you send a picture of the outlet, but we have not yet received the email.
  We understand the frustration of having to address recurring issues, especially those that disrupt your peace of mind. While we strive to troubleshoot issues remotely to save you time and inconvenience, we have dispatched a technician to your home at no charge to resolve this matter once and for all. Our goal is to ensure that your system is functioning properly and that you feel secure and satisfied with the service provided.
  We value your business and your feedback. Your satisfaction is our priority, and were committed to resolving this situation to your satisfaction.
  If you have any further questions or concerns, please do not hesitate to contact us.

  If you need further assistance in this matter, I am available Monday through Friday from 8:00 a.m. to 5:00 p.m., Central Standard Time.
  
  Sincerely,
  ******************
  Customer Care Escalations Supervisor
  *********************
  
  Cc: Better Business Bureau

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The salesmen put that we are the owners of a house that we are renting. He told me that they would move our equipment when Our lease was up after one year. (The contract is for five years) It is now time to move and they will not come remove our equipment. They said that they normally dont do that for free unless it was put in the system. I have been calling for two weeks, trying to set things up because ** moving in one week and they will not answer my calls or say theyre gonna call me back and then dont. I have to continue paying for the Service and equipment even though I no longer want to deal with these people. So for four more years, Im gonna pay for some thing that they will not remove from a house that I do not own or live in. How is that legal?

  Business response

  07/30/2024

  *******************************
  ***********************************************
  
  Customer#: *******
  Complaint#: ********
  
  Dear *****************,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience you have experienced.
  We were able to schedule an appointment to have the equipment removed and ready for you when you move into your new home. Our records show that the salesman noted you were the owners of the house, which may have caused some misunderstanding. We typically do not remove equipment for free unless specified in our system.
  We understand your frustration with the communication issues and the delay in addressing your request. We are committed to resolving this matter promptly and ensuring a smooth transition for you.
  We appreciate your patience and understanding as we work to resolve this issue.
  If you have any further questions or concerns, please do not hesitate to contact us. If you need further assistance in this matter, I am available Monday through Friday from 8:00 a.m. to 5:00 p.m., ******************************************************************************* Escalations Supervisor
  *********************
  
  Cc: Better Business Bureau
  
  

• Initial Complaint

  07/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am trying to cancel my monthly service with HomePro Tech since I installed a different home security monitoring service and no longer need their service. On May 26th I sent an email to ******************************************** titled "Cancel Monthly Security Monitoring". I wrote the following:Good day,I would like to provide my written notice to cancel my monthly security monitoring service with HomePro Tech. Please acknowledge receipt of this email.On the same day I got an immediate response back saying the following:Thank you for your email. We have forwarded your message to the appropriate parties and a HomePro representative will be contacting you shortly.Thank you,Since then I have not received any reply back to my email and I have continued trying to email them 5 more times on the following dates: June 3rd, June 6th, June 13th, June 17th, and June 26th.I have already met the original terms of the 3 year contract with HomePro Tech, and I have been trying to cancel for months at this point with no success. The closest I've gotten is I've had to call them directly and I spoke with *******************************, but he refused to help cancel my monthly subscription because HomePro Tech automatically enrolled me into another full year of home security monitoring, which sounds like a suspicious business practice.I would like to stop paying for a service I am no longer using from HomePro. If they are not compliant, I would like to report HomePro Tech as an anti-consumer company who does not reply back in writing via email to confirm the cancellation of their service or to answer other simple inquiries and makes it unreasonably difficult to get out of paying for their service - similar to the recent US vs. Adobe lawsuit (********************************************************************************************************************************************************).

  Business response

  08/02/2024

  *************************************
  **************
  ********************
  
  Customer#: *******
  Complaint#: ********
  
  Dear **********************,
  
  I am writing in response to your BBB complaint regarding your attempts to cancel your monthly service with us. We have made three attempts to contact you and have left three messages but have not been able to reach you. We apologize for any inconvenience this has caused and are committed to resolving this matter promptly.
  Please contact me directly at ********************* at your earliest convenience, so we can address your cancellation request and any other concerns you may have. We appreciate your patience and understanding as we work to assist you.
  If you have any further questions or concerns, please do not hesitate to contact us. If you need further assistance in this matter, I am available Monday through Friday from 8:00 a.m. to 5:00 p.m., Central Standard Time.
  
  Sincerely,
  ******************
  Customer Care Escalations Supervisor
  *********************
  
  Cc: Better Business Bureau
  
  

  Customer response

  08/10/2024

  I am rejecting this response because:   

  Dear ******* /HomePro Tech,
  
  According to your last response you attempted to reach me three times, however one of the issues per my original complaint stands. At no point was there an attempt to reach me via email to attempt to resolve this issue.
  
  I did try calling the number you provided, but after discussing this together both via call and follow-up emails (which I insisted on) we are still not able to come to an agreement. Per the original contract I already met the three years. I have attempted to cancel my membership, but you or your company persist in locking me into another full year due to an "auto-renewal" policy. I would understand if the "auto-renewal" meant paying month-to-month, but auto-enrolling any customer into an additional full year contract does not make any sense, and I believe it's a shady and legally suspicious business practice.
  
  In the time since I've provided my notice of cancelling the service, no resolution has been provided, and I am once again being billed for a service and product that I no longer use. I reject this "resolution" and once again I ask that we can resolve this matter amicably and have this service cancelled once and for all at no additional cost.

  Business response

  08/16/2024

  If you have any further questions or concerns, please do not hesitate to contact us. If you need further assistance in this matter, I am available Monday through Friday from 8:00 a.m. to 5:00 p.m., Central Standard Time.
  
  Sincerely,
  ******************
  Customer Care Escalations Supervisor
  *********************
  
  Cc: Better Business Bureau
  
  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been with Home Pro for 4 years. We were out of town for three weeks and when we came back home, noticed our alarm system monitoring panel was off. We called Home Pro 4 times on different days. They told us they would call us back on multiple occasions and never did. They also stated there will be a service fee for technician to come out. I was given two different fees of $140 then $47. I also spoke with a manager in which he was not helpful in resolving anything. Finally spoke with a representative name Asia who was helpful but problem not resolved. We did not have monitoring for three days and thats a safety issue for us. The company has bad communication! When our contract is completed we will not be using their services. Terrible company.

  Business response

  07/11/2024

  *************************
  ********************************************************************************
  
  Customer#: *******
  Complaint#: ********
  
  Dear ***************,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration you have experienced. At HomePro, we strive to provide excellent service and regret that we fell short in your case.
  Regarding your complaint, I want to clarify that you have been a valued customer of ********************** for four years. During this time, you have been enrolled in our maintenance plan, which is provided at no additional monthly cost. However, there is a service fee of $48.71 for a technician to come out, which includes the replacement of devices due to normal wear and tear and covers all labor associated with the service appointment.
  It is concerning to hear about the communication issues and the inconsistent information you received regarding service fees. Our maintenance plan should have ensured a seamless resolution without additional charges beyond the standard service fee. We apologize for any confusion and the inconvenience this has caused.
  We understand the critical importance of having a functioning security system, especially given the safety concerns you mentioned. We regret that your monitoring panel was not operational when you returned home and that our response was not timely or satisfactory. This is not reflective of the service standard we aim to uphold.
  To rectify this situation, we would like to schedule a service appointment and cover the service fee to ensure that your alarm system is fully operational. Our goal is to resolve this issue promptly and restore your confidence in our services.
  
  Additionally, we will ensure better communication from our team moving forward to prevent such issues in the future.
  Thank you for your patience and for bringing this to our attention. We value your feedback and are committed to improving our service. 
  If you have any further questions or concerns, please do not hesitate to contact us. If you need further assistance in this matter, I am available Monday through Friday from 8:00 a.m. to 5:00 p.m., ******************************************************************************* Escalations Supervisor
  *********************
  
  Cc: Better Business Bureau
  
  

• Initial Complaint

  07/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I do Not have thier service nothing installed nothing ever activated wanted to wait until done with ADT so changed my mind. This is absolute FRAUD and I want to warn others these people knock on your door Do Not Open?????? if you make a Rush decision wit these people hungry to sell something and decide not to do it this company will remove money from your bank account with No type of service installation nothing. They WILL Immediately start draining your bank account. RUN??????????

  Business response

  07/15/2024

  Toquenia *********
  , VA ******************************************************************* *********************,
  
  We appreciate you bringing this matter to our attention. After thoroughly reviewing our records, we have determined that your name and phone number do not appear as a customer of our ********************** services. The address and phone number you listed for this complaint indicate a location in ********, whereas HomePro operates exclusively within ***** and does not provide services in any other states.
  
  We understand the seriousness of your concerns and want to assure you that HomePro adheres to strict ethical standards and does not engage in any fraudulent activities. We would appreciate any further details you can provide to help us investigate this matter thoroughly. Additionally, we will ensure better communication from our team moving forward to prevent such issues in the future. 
  If you have any further questions or concerns, please do not hesitate to contact us. If you need further assistance in this matter, I am available Monday through Friday from 8:00 a.m. to 5:00 p.m., ******************************************************************************* Escalations Supervisor
  *********************
  
  Cc: Better Business Bureau
  
  

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  HomePro overcharged for their lease-to-own camera contract (charging for more than 60 months as per contract). Once I explained the issue and where the overage came from, a manager approved the adjustment. However, despite more than 12 phone calls over the last 6 months, a letter in the mail, and 10 emails with detailed receipts of payment and explanations, it has still not been reflected on our account. Each time I talk to someone, I am assured I will receive a call back confirming the change (I have never received a return call) and each time I am told to just wait until it processes in the billing department. It has been over 6 months and we are now being charged late fees despite being told the issue has been resolved. When I called to just cancel the service because I do not want to trust such an incompetent company with the security of our home, I was notified that there would be a cancellation fee as a new contract term was started. We were never notified of the new contract term, and in fact one representative flat out said that they dont ever explain that it resets because they dont want people to know about it. Apparently, it was in the fine print of the physical carbon copy paper we signed 5+ years ago but was never sent electronically, nor did we receive any notice of upcoming renewal by phone, email, or mail. In fact, during many of these calls, the ******** Service agent asked for the confirmation number I received by email when paying the monthly fee and I notified them that we have *never* received any kind of notification from them by email or mail (even though our contact information was confirmed to be correct). Only since this ordeal began did we start receiving e-statements, which is how I know they still havent fixed the original overage charges. I just want to be done with this company. We have everything on auto pay and are paid up to date, so we request our balance be cleared and service cancelled without additional charges or fees.

  Business response

  07/02/2024

  ***********************
  *****************
  *****************
  
  Customer#: *******
  Complaint#: ********
  
  Dear ***************,
  We have received your BBB complaint and appreciate the opportunity to address your concerns. I regret to inform you that the phone number listed on the BBB for your account appears to be disconnected. However, I have left multiple messages on the phone number listed on your HomePro account but have not received any response. Regarding the billing issue you mentioned, I want to assure you that we have corrected the overcharge and credited your account accordingly. Despite our efforts to communicate the resolution to you, it appears that our messages have not reached you. We acknowledge the frustration caused by the delayed resolution and the lack of follow-up communication from our team. We take full responsibility for the oversight and the inconvenience it has caused. Please note that your account is now up to date, and the original overage charges have been addressed. If you wish to discuss further details or have any additional concerns, please contact us directly at your earliest convenience. Thank you for bringing this matter to our attention. We are committed to improving our service and ensuring that such issues do not recur in the future. 
  If you need further assistance in this matter, I am available Monday through Friday from 8:00 a.m. to 5:00 p.m., ******************************************************************************* Escalations Supervisor
  *********************
  
  Cc: Better Business Bureau

  Customer response

  07/07/2024

  Thank you for your timely response, however this is not a sufficient response and does not address the requested actions. As for the billing issue: during a few of the many phone calls I made to the customer service department, I explained that my phone sometimes gives a busy signal depending on the cell phone service provider of the caller and I gave a secondary phone number for myself in the event that happened. You might have left multiple messages on the other phone number listed explaining to call back, but that wasn't until AFTER I had filed this complaint with BBB, when in fact there were several ways to reach either myself or my spouse in any of the six preceding months (secondary provided number, spouse's number, the email addresses we have used to communicate back and forth, a letter in the mail, etc.). We received the most recent bill on June 27th, so it clearly had not been addressed and resolved as claimed by multiple employees prior to this formal complaint who also assured me that the issue had been corrected. As for the request to compensate me for the countless hours of inconvenience by allowing me to cancel service without further charges, that was not addressed in your response. As mentioned in the original complaint posted, one of the last employees I spoke to alluded to the fact that the contract renewals are intentionally deceptive and that even though we have fulfilled the 5 year contract, I would have to pay out an additional cancellation fee in the sum of six months of service in order to cancel. This bit of information was news to me, despite previously mentioning multiple times during some of the many phone conversations (as well as once via email) that if the billing issue wasn't resolved, I intended to cancel the service. It is unprofessional to, on one hand, harass us monthly via text and **** mail for the collection of an overage charge that should have been cleared in January, while on the other hand, provide radio silence for half a year about resolving the very same issue. I understand there are different departments within the company for different functions, but none of them seem to communicate with each other and that does not bode well for a company tasked with monitoring home security. 

  Business response

  07/10/2024

  Thank you for your follow-up message. I apologize for any inconvenience you have experienced and appreciate the additional information you have provided. I understand your frustration and would like to address each of your concerns comprehensively.
  Firstly, regarding the secondary contact number and alternate methods of communication, I apologize for any lapses in reaching out to you effectively. I assure you that we have updated our records to include the secondary phone number and other contact methods you have provided. Moving forward, we will ensure all available channels are utilized to communicate with you.
  Concerning the billing issue, I acknowledge that the most recent bill received on June 27th indicates that the issue had not been resolved as previously stated. I have escalated this matter to our billing department for immediate review and correction. You should see the necessary adjustments reflected on your account promptly.
  Regarding your request for compensation due to the inconvenience caused and the request to cancel the service without further charges, I understand your concerns. Our contracts do include specific terms about cancellations and renewals, which are designed to cover the costs associated with providing and maintaining the security equipment and services. However, given the circumstances and the prolonged inconvenience you have faced, I am willing to discuss potential resolutions with our management team to find a fair and satisfactory outcome for you.
  I apologize for any misleading information you may have received regarding contract renewals and cancellation fees. Our intention is never to be deceptive, and I will ensure that our team receives additional training to communicate contract terms more clearly.
  Please know that we are committed to resolving this matter to your satisfaction. I will personally oversee your case and keep you informed of any updates. If you have any further questions or need immediate assistance, please do not hesitate to contact me directly at ********************.
  
  Thank you for your patience and understanding.

*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. ↩