Complaints

• Initial Complaint

  12/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My wife and I bought a house sight unseen due to a military move, I was moving from ***** while the rest of the family moved from ********. Shortly, after moving in we had a *** from Revamped Security knocking on the door trying to sign us up for ***. I was interested in the smart home features but was not ready to sign up yet and be locked into a contract. The employee continued to stop by and email and we finally signed up. Prior to signing up and during the install process everyone was professional and responsive. The install took 8+ hours till very late in the evening. After install, the team was non-responsive. I noticed a couple days after the install that the temperature on the ****** Nest was unreadable. The password on my account was also inputted wrong so I didn't have access to my account to make changes, initiate auto pay, etc. I attempted to reach the Revamped Security employee twice by text, he read both texts and never cared to ***ly. The house that we bought sight unseen didn't meet our needs so we were forced to move. I called ADT to cancel our service. I explained how I wasn't happy with the service combined with our move and no longer wanted to continue the service. I also explained the military move situation and they canceled the service. Revamped Security was non-responsive when I needed their help with the service but now are attempting to collect over $1500. Even while I was discussing this issue with their office they were unprofessional and responded with "We are sending this to collections." Very disappointed with Revamped Security and their leadership team. It is very stressful already moving from overseas and this isn't helping and is uncalled for.

  

  Business response

  12/23/2024

  Dear ****,
  Thank you for sharing your experience. We take feedback seriously and are committed to resolving any concerns. First and foremost, we appreciate your service and understand how challenging a military move can be, especially under the circumstances you described.
  We are truly sorry to hear that your experience with Revamped Security did not meet your expectations. While we strive to provide exceptional service during and after installation, its clear that we fell short in our communication and responsiveness following your install. This is not the level of service we aim to provide, and we apologize for any frustration this may have caused.
  Your account was installed on October 13, 2023, and we have no recorded communication with you until the recent correspondence in the past months. Unfortunately, the representative you mentioned was no longer with our company, and it appears that your concerns were not relayed to us. I sincerely apologize for this breakdown in communication. After every installation, we send an email with points of contact for service and support, and I regret if this information was overlooked or missed. I am confident that if we had been made aware of your needs, we could have promptly provided the assistance you required.
  Concerning your account and the contract terms: You signed and agreed to a 36-month agreement that includes a penalty for early termination. Your account was canceled on September 10, 2024, leaving a remaining balance minus a 25% adjustment. However, during a recorded call, you mentioned relocating to another home in *****, which is within ADTs serviceable area. We would be happy to reactivate your system at your new property, which would allow you to continue with the smart home services without incurring an early termination fee.
  We would like to resolve this matter in a way thats fair to everyone. Please contact our office at ************ to discuss reactivation options or any additional concerns you may have. Your satisfaction is important to us, and we value the opportunity to make things right.
  Thank you again for bringing this to our attention. We wish you and your family all the best in your new home.
  Sincerely,
  
  Customer Relations Team
  ********************

• Initial Complaint

  04/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We are a first-time homeowner and i am a Military veteran. We moved in at the end of August 2023. On 11/30/23 an ADT rep came to my house and told me that i could get ADT. I asked the salesperson if i would be able to get on the app and control locking and unlocking my doors like i was able to when i had vivint and he said yes. My wife and i verified with him that we were able to control the locking and unlocking of the doors, again he said yes. The reason that we asked was our front door was messed up to the point that you had to drop a shoulder like you were the police when trying to get in the house until we were able to get the door fixed and we needed to be able to open the garage door for our children when we were at work because of the door. So, he said that our garage was compatible. If we weren't happy with it we had 30 days to cancel So, i signed the contract. Then the install guy came out to do the install days later and he said that the garage was not compatible and that we would not be able to use our cell phones to open the garage. So, after he left our cameras kept going offline and his manager came out to take a look and i talked to him about the garage and he looked and told me the same thing not compatible. So, i called ADT and told them that i wanted to cancel and i was told by ******* that i would have to pay 75% of the contract a balance. I said we were told that we have 30 days to cancel and she said no, i was misinformed and it was 3 days. They refuse to cancel my contract due to their salesperson giving us the wrong information. He did say that he was new to the job and i explained that as well to ******* and manager and ******* told me that the salesperson was no longer with the company when i talked to her on 4/1/24. I am beyond upset that they are putting this on me when their salesperson lacked knowledge. I will be obtaining legal counsel because fraud and misinformation seems normal here.

  

  Business response

  04/11/2024

  Dear ****************,
  
  We value your service to our country and sincerely apologize for any inconvenience or frustration caused by our team. At Revamped Security, we hold ourselves to the highest standards of customer satisfaction, and we deeply regret falling short of your expectations.
  
  Your satisfaction is of utmost importance to us, and we are committed to resolving this matter promptly. We are releasing you from all contractual obligations. We take pride in our commitment to doing the right thing at all times and understand that it may not always happen this way. We strive to make things right.
  
  Thank you for giving us the original opportunity. I know it did not work out this time, but if you could ever find it to give us another opportunity, I would love to get it right for you. Please don't hesitate to reach out to us if you have any further concerns or if there's anything else we can assist you with.
  
  Thank you for your understanding and continued support.

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 13 July 2023 I was contacted by a representative from Revamp Security ADT and they convinced me to get home security for $67 a month. I would receive 2 security cameras, nest thermostat, keyless door lock, and 7 sensors to windows and doors. They installed it on 15 July 2023. When I was provided the information I asked the Rep ***** if I would be under contract. He stated no I would only be responsible to pay off the equipment but could cancel any time. 3 August 2023 I received a phone call from a company that said they would be financing my loan equipment at 10% for $2400 and I needed to verify my information. I explained I was not informed of that during the agreement to receive services for security. They suggested I call Revamp to confirm. I spoke with the district manager ******* and he explained the previous manager and representative ***** had given me wrong information and the manager was no longer with the company because of false information. He also kept insisting that the equipment pay off was coming from my monthly payment of $65. Menwhile the finance Company for the products kept calling me to verify the agreement. After multiple calls with ******* the manager I fiinally tol him I did not was the service and they needed to come pick up the equiment. He told me I had a 3 year contract and needed to pay off 75% of the contract but he would schedule someone to pick up the equiment. I have called 3 times now and every time it is the same response "someone will call you to schedule pick up" To this date no one has picked it up and they keep charging me. I finally had to dispute it with my bank and they have stopped payment. But they refuse to schedule and pick up the equipment. I even called the ***** the ** of Revamp on 30 Aug 2023 left him a message to call me back but he never did.

• Initial Complaint

  04/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Aug.26.22 the company sales rep ****** came to my house, and we had deal for $30 for home security, I negotiate that with ****** and his manager ***. And they said on Monday will install the equipment. On Monday Aug.29.2022 the technician ****** and **** , came and they were pushing for more sales, and I said I cannot afford to pay more than $30. They finished.And within 2 weeks I received the first bill for $61 a month! I called the *** and Revamped company, to discuss that or to cancel the service, they said you signed contract and you have to pay 75% of the total contract to cancel. I did not sign anything with them for $61. Because I cant afford to pay this much. I called the *** *************************, he brings the sales manager ***, front of him and he confirmed that . I said I cant afford to pay *************** $30 , and our deal was $30 not more . But the *** *************************, said sorry I cant do anything for you and we will and it to collection !! And they sent to collections and they hit my credit. And they cancelled the service in the second month.

  

  Business response

  05/08/2023

  ****************,

  I have reviewed your account, the notes associated and here are my findings.

  You signed up for ADT Security services on 8/26/2022. During your interaction with Revamped Security an ADT Authorized Dealer on 8/26/2022, you signed and initialed the alarm contract via Docusign, accepting the terms and the price of $61.99. On 8/29/2022, we completed the installation of your alarm system. Our technician added a Wifi extender to help with the WiFi connection strength to your cameras. The extra equipment was added for no cost and the contract was updated to reflect the changes. The monthly rate remained $61.99. Then you sign the contract again but this time you adopted an electronic signature via Docusign.

  On 9/15/2022, you call our office because you were upset with the monthly price. You were transferred to the manager and he let you know that we cannot offer you $30 a month. He informed you that you received our energy saving thermostat and with our alarm system often times you can save on your homeowners insurance policy by providing the certificate of monitoring. This can be found on your online ADT Security account.

  On 9/16/2022, you spoke with ************************* and he was correct when he said that we cannot offer you $30 a month. We have guidelines that have to meet and $30 is not a valid offer.

  On 9/26/2022, we received a Cancel Request. **************** requested to cancel the alarm services with ADT Security. We reached out to **************** the same day and he denied ever signing the contract and was going to seek legal counsel.

  On 10/05/2022, we attempted to call **************** but was unable to reach him. We left a voicemail letting him know that he is still responsible for 75% of the contract. We then called the provided emergency contact and was able to speak with ****************. He told us the following 

  "Alaina 10/5/2022 10:17 AM
  Called emergency contact and spoke with ******, he said to send the contract to collections and if we want him to pay something he will only pay 5%, he says that he did not sign this contract. I let him know that the 75% obligation is non-negotiable per the contract. He again said to send it to collections because he is not paying anything now or ever."

  On 12/06/2022, the account was sent to collections after multiple attempts to collect on the debt.

  ****************, we greatly value our customers and the services we provide. Revamped Security will always strive for moral excellence and I stand behind the action taken as it relates to your account.

  Thank you

  Customer response

  06/01/2023

  Please find the attached letter 2 Pages. Has my reply.
  thank you,

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

  Customer response

  06/01/2023

  Please find the attached letter 2 Pages. Has my reply.
  thank you,

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

  Customer response

  06/01/2023

  Please find the attached letter 2 Pages. Has my reply.
  thank you,

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

  Customer response

  06/01/2023

  I am rejecting this response because:   What they mention, it was the wrong about the quote. The deal was $30 only not more. And I never signed contract I not afford to pay it.

  and my replay is on the attached letter. 2 pages.

  thank you, 

  ******

• Initial Complaint

  12/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was told by the company that I would be making a base pay of $475 per week in the field and Commission ON TOP of that base pay. INSTEAD they took my base pay out of my Commission for being sick and left me with $200 which should have been a $575 pay check. They lied to me stating I would get a full Commission check this pay period and that I would have nothing to worry about. ANYONE would be furious in this position but I'm beyond that at this point. Below is a copy of them taking my base pay out of my Commission given to me directly from HR.

  

  Business response

  12/17/2022

  ******,
  
  The structure and draw is clearly explained during recruiting, and assuming you did a video interview the compensation plan was shared then as well as well. On the first day the manager goes over the compensation plan again and you signed and acknowledged that you understand. The starting base pay is $375 a week plus $100 non-taxed fuel reimbursement. To clear the weekly draw you must make sale(s) over $375 to earn commission, otherwise you get the base pay. That doesn't hurt you as a sales rep at all. The attachment you provided shows a $600 sale so you had $225 in commission + $100 fuel reimbursement ($600-$375). We would not benefit as a company hiding how a compensation structure works. I apologize that you did not understand it.

  Customer response

  12/19/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I exceeded the $375 needed for the commission pay, therefore I should have gotten the full commission. Not deducted the amount of time I was sick and couldn't work. I was also told by my manager that I would be receiving a total of $575 (my full commission) o. My next paycheck whereas I only received the $225. I understand I am not going to be compensated for fuel even though I did work for a total of 3 hours, plus the commission I made, plus drove all the way there to make that commission. But the "Base" pay should be more clear rather than stating you can only get it if you work a full 40+ hours a week and that it WILL be deducted from whatever commission you make that week regardless. To me, and everyone I've told, a commission has nothing to do with base pay. It is a sale. It should be written in stone at that point. Not deductible.

• Initial Complaint

  10/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In Nov as a new owner and new to Dallas, I regretfully had ADT installed in my home. At that time, I was told that the burglary rate was increasing and of course I fell for it since we were post COVID lockdown. Most importantly, of my concerns as the caretaker of my disabled Army Reserve vet daughter, and my home had a pool. Since I had a couple of indoor RING monitors, I decided to connect them in addition to the ADT service of which I accepted the basic service and to my surprise the installer turned it into a higher price than I had accepted, when in the presence of his coworker in my premises, I emphatically refused a higher plan. The shocker was when I was having automatic payments made from my credit card. I immediately contacted the ADT to dispute their actions and in return was told that I could not rescind our agreement. I have placed since the installation 3 technical assistance request and to receive troubleshooting assistance is in vain.In late January, I had a close call when someone tried to enter my property through the side, luckily I had installed a sensor light in the area. In April, my 2015 Ram was nearly vandalized. Luckily, due to my work hours I was able to spot the close call.In May, someone tried to force open my garage and alerted of break alert through my RING system. AND NOT THROUGH THE ADT GARAGE!! Upon arrival to my home I discovered my garage door hanging and of the rack. I contacted ADT to inquire about a recording of the incident. I was THEN INFORMED DUE TO PRIVACY LAWS RECORDING ARE NOT KEPT'?I then demanded if they cannot provide adequate security then kindly turn off ADT security. I was then told that the service could not be turned off and I had a 3 year payment contract. This has caused hardship and distress and I am requesting the contract be terminated and reimbursement be made available to me. I have also had to pay for temporary repairs for safety and security my garage door. An added expense!

  

  Business response

  12/28/2022

  Business Response /* (1000, 5, 2022/10/13) */ Hi ******, I hope to provide some clarification for you. After installation I do not see any notes on our side or phone calls until 6/3/22 after being installed since 12/14/22. Unfortunately we cannot see the calls placed to ADT, but we did not have any service calls on our side. For the May incident the garage module is to remotely open/close your garage. It is not a part of the alarm system and does not have a sensor for it. I believe you are talking about video recordings, which would be on your ADT Control App. ADT and any employees cannot see your video feed or recordings for privacy laws. The equipment I see is 3 door/window contacts, 3 glass break detectors, 3 shock sensors, 1 smoke detector, 1 carbon monoxide detector, 1 motion detector, 1 Doorbell camera, 1 Outdoor camera, and one Garage Module. Unfortunately, none of these are exterior alarm sensors and would have not caused the alarm system to go off by the events you have described. On 6/3/22 when you called us you were offered a free service call to assist in the manner and provide any training or additional equipment requested. This was declined at the time. We can still do this if you would like. I'm sorry but we will not be able to cancel the contract or provide a refund(s). Consumer Response /* (3000, 7, 2022/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your office is absolutely incorrect!! I contacted the ADT office on numerous occasions. If you do not keep record of your calls that is on your part and not of mine. 1) I called Immediately with 24 hours of the discrepancy in billing and the overcharge. At that time, I also mentioned that the day before, in front of his coworker, I stated emphatically that I was not going to pay for any other rate but the one that I was quoted for since I was a Senior and with a limited income as well as having a disabled daughter (Army Veteran) that I was a primary caregiver for. The response that I received from pushy Chris was "perhaps you have not noticed the crime rate in this neighborhood" which deviated from our initial argument. 2) after I called for assistance because two items were not working and troubleshooting was not effective over phone, Your office did send a tech over to the premises to troubleshoot the bell and wall pad since they were not working. 3) I contacted your office on 2 separate occasions when I had the garage door break in, the window break in and to notify your office then that the wall pad was still showing the glass signage. Of which it is still showing now. 4)As to the video I requested I was not told the foolishness that employees are not able to see the contents but was informed that ADT does not maintain videos at all. 5) Only goodwill gesture, which was more insulting, was to offer me a discount, after the last reported incident. ABSOLUTELY NOT ACCEPTABLE!! 6) And you continued billing me since then. I will not accept any other remediation that of complete cancellation as I requested initially. Please note, i have initiated contacting the Texas Attorney General's office and depending on this BBB outcome, I will decide my next course of action. Thank you. 3) Business Response /* (4000, 9, 2022/10/14) */ Hi ******, We actually received a past due notice today that the account will cancel for nonpayment in approximately 30 days if the balance due of $285.61. If this occurs your Early Termination Charge will be $1,609.30 from what I see. As for the payment I see the signed contract with the extra equipment, and your Mastercard was charged in full on the day of installation. I do not see any calls about the equipment charges that you are describing, and all receipts were emailed to you as well. If you called ADT and not Revamped I do not see notes for the calls, and there are notes for every call in the company. For the keypad that is an easy fix and anybody should have informed you of that. What you need to do is disarm the panel twice in a row quickly to clear the code. i.e, 1234 disarm - 1234 disarm. Any trouble will be acknowledged and cleared. I do see ADT offered a discount of 50% which you paid twice and did not pay again. Any further concerns would be best handled by calling us at (214) 960-5525. Thank you.

• Initial Complaint

  07/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This is for the San Antonio Location managed by ******** C Horrible service from start to finish. Took 6 hours to install 2 stupid cameras and 3 door sensors. Was still drilling holes outside at *** at night. Nosy reps trying to find out who all lives in the house for whatever reason. Told me they no longer do window sensors when salesman came then installers come in and try to upsell us window sensors for $1300. Put all their trash/boxes in the trash can not the recyclables and the the trash people didnt take it. Make holes in the wall and left the dust all over the floor. Upsold us to stupid smart lightbubs and those didnt work so we had to return, light never came on when someone was in the driveway or walkwalkway.I dont want to deal with these people, when i try to cancel they tell me it will cost $1000 to cancel. They came out to "fix" an issue totally unannounced. The Manager Alfredo is a liar, he says one thing and does another. I asked him to be here when the tech was here i said it needed to be a weekday evening, he shows up a week later at 1 pm and im not home. The whole team in unorganized with if i scheduled an appointment when i didnt and no confirmation before they come. THE ISSUE STILL HAS NOT BEEEN FIXED. I ONLY HAD THEM FOR LESS THAN A MONTH AND THEY ARE SO MONEY HUNGRY THAT THEY CANT ADMIT THEIR WRONG DOINGS AND LET ME GO. I should have known they are desperate when they have sales rep leave cards on your door, soliciting for business. Word of mouth is strong and since they wont help me or resolve my issues I will let everyone know as well as seeking legal counsel if bbb cant help. I shouldnt have to pay for ****** service from a ****** company. They "fixed" my cameras it still doesnt capture delivery men or myself coming and going or the men coming in the backyard to do work. HOW MANY TIMES CAN I ASK FOR MY SERVICE TO BE CANCELLED without penalty. I DONT EVEN WANT A REFUND!

  

  Business response

  09/07/2022

  Business Response /* (1000, 5, 2022/07/23) */ ********, I'm sorry the installation ran longer than you expected. There's a lot that goes into properly installing an alarm system and cameras, and we are one of the few companies that will work around other peoples normal schedule and start installations after 5pm. I did see the technician's note on the day of the install of how they were rushed through the end barely giving time to teach the customer how to use the system, and unfortunately were not able to properly clean up because of that as well. There was a miscommunication between CS and the manager where he thought CS was asking if a certain time was good to come by to speak with you, but it was misinterpreted that they did not clear that with you and only the manager. It was a human error and we're sorry for that. As for the payments you charged back both payments of $107.17 (installation fee) and $108.25 for the smart bulbs and WiFi extender after we already processed the $75.77 refund for the light bulbs. We will submit the form that we have already refunded what was owed back to you. We ran a system check and everything is functioning how it should. If you are still having issues with the cameras in the way they are designed please call us at (XXX) XXX-XXXX and we will be happy to assist. Consumer Response /* (3000, 7, 2022/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I no longer want to do buisness with this company. The cameras still are not working properly despite what they said. They came unexpectedly to "fix" an issue and refunded money to a closed account so I won't get that and if I was there like I asked they would have known and it's fine because I already disputed these charges with the old bank. I'm not paying to continue services and I'm supposedly 30 days past due. They can close the account. Everyone in that department dropped the ball and I'm supposed to just take an apology and give money. This is note how it works. Business Response /* (4000, 9, 2022/07/27) */ Hi ********, Yes your account is 30 days past due and we cannot cancel the account without penalty. I wish we understood what about the cameras are not working because they appear to be working as they are designed. Unfortunately if you do not continue service the Breach of Contract would have to be charged if the account cancels for non-payment. Please call us to help us understand what we need to do, or we can explain the function of the cameras and/or other equipment. Consumer Response /* (4200, 11, 2022/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The cameras don't trigger and I've said that a million times if you don't understand that then I don't know what to tell you. The smart thing would be to eliminate the cameras and charge me each month for actual monitoring service but of course that was never mentioned. Your cameras are mediocre are best they record when they want to. For you to tell me that I will be charged a fee for bad equipment and a bad experience is wild to me. I won't be paying you a dime so do what you want with that information.

*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. ↩