Complaints

This profile includes complaints for Bulldog Security Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bulldog Security Services, LLC

  14340 Torrey Chase Blvd Ste 250 Houston, TX 77014-1047

  
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  Bulldog Security Services, LLC

  1322 Space Park Dr Houston, TX 77058-3400

  
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  Bulldog Security Services

  2901 W Busch Blvd Ste 906 Tampa, FL 33618

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  Bulldog Security Services

  2901 W Busch Blvd Ste 906 Tampa, FL 33618

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  Bulldog Security Services, LLC

  10190 Katy Fwy Ste 455 Houston, TX 77043-5258

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/08/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had a lot of issues with this company. -Sales Manager provided incorrect information on what security system was capable of (e.g. stated that we would have all components of alarm system in one app which was not correct; motion sensors would only detect big animals over 40 lbs.- not correct according to install tech) -Tech did not install outside camera in the place we requested -Tech did not add all cameras to created account since they were already on another account. He provided us with his phone number so I could reach him (I was out of state) and he would walk me on how to remove from one account and add to the one he created for us. Contact Sebastian twice and he never returned my call. -Called ADT to work on this issue and they referred me to the company/provider that installed system (Bulldog Security Services). -Called Bulldog Security Services and requested that a tech to return to the house for proper installation of outside camera as well as adding all cameras to ****** Home account he created. This company stated that they would contact me to let me know when tech was available. They never called back. -Texted the sales person "Arin *******" to let her know what was going on and she stated that she would speak with "my higher ups and get this resolved". -Followed up with Arin on Feb 20th to provide with any updates and she responded " I am working on it" -Followed up with Arin on 3/8 and she replied that her manager Jason **** stated that he had already spoken to me regarding issue (this never happened). - In addition to above issue, was needing to contact them to change my remaining payments but have not been able to do so because I am still awaiting for someone from this company to contact me.

  Business Response

  Date: 03/20/2024

  Hi Mr. *******,

  Thanks for being such a delight while we worked toward a resolution. From myself, Madeline who heads Customer Service to your Account Manager Arin, everyone had such high praises to sing about your kindness and patience throughout this process. Sincerely, thank you for that.

  As discussed, we take full responsibility for the issues that occurred on your account and I genuinly apologize for the lack of communication you experienced. I’m glad we were able to come to a resolution that satisfied you. By way of  formal response (and transparency for the BBB audience), I’ll address each of your concerns below prior to outlining our agreed upon resolution.

  First, I completely empathize with your frustration with needed two apps. We are thrilled with ADT’s partnership with ******, allowing homeowners to enjoy a truly smart home built on the #1 home security in the business, ADT Monitoring. ADT and ****** were able to merge the majority of functions within the single ****** Home app- where you can view your cameras, turn on/off smart lights, etc. The only thing you would need to go into the ADT app for would be to arm or disarm your system. That said, voice commands are possible with ****** Home so if you were near your Hub, you could simply say “Hey ******- arm my system” and it would follow suite. This proves convenient as a hands-free way to arm your home on your way out the door.

  As for your experience with Sebastian, your Installer. Every employee goes through heavy vetting to ensure they hold up to our high standard of excellence in the field. Unfortunately, though passing backgrounds with flying colors, it’s difficult to predict behavior when an employee decides to part ways. Our Technicians should certainly discuss your camera placement preferences and the only reason it would not be adhered to would be for security compliance. In addition, our Installers are not to leave the home until all devices are tied to your ****** account- no exceptions. Under no circumstance should this have been suggested to complete virtually as our intent is that you do not have to lift a finger. I too am disspointed in how these were both handled. Sebastian left Bulldog shortly after your Installation which is likely why you did not hear back from him after your continued outreach. I wish ex-employees continued to communicate customer direct outreach but in this instance, he did not. I’m glad you went around and looped your Account Manager Arin into the conversation.

  This brought us to the 2-3 week stretch where we had a personnel issue in the Tampa market which inhibited us from servicing or installing net new clients. You’re 100% correct, our team should have been transparent about the situation. We were quite confident we could contract out to ADT Corporate short-term while we restaffed in your area but unfortunately they too were short-staffed in that region. Unacceptable I understand but the new reality given the volatile workforce market we face.  To mitigate this from ever happening again, we’ve aligned with a 3rd party Technician firm for our services moving forward to ensure every market has a back-up team. Though I do apologize this took a few weeks to secure, we wanted to make sure the team was heavily vetted, aligned with our expectations on service excellence, and delivered the high quality work we demand of our Technicians. As soon as the ink was dry, you were the FIRST customer scheduled and completed.

  I’m happy that you enjoyed your experience with our larger team on March 13th and they were able to adjust your camera, add all devices to your app, and address any outstanding questions you had. You and I handled the billing and we got your invoices scheduled out to preferred dates of your choosing.

  By way of apology, we refunded your activation fee of $210.94 and offered to reimburse you for your first 2 months of service given you didn’t have everything working. Those details are in a separate note sent to your personal email.

  Thanks again for your patience as we worked through our staffing issue. I can say with conviction it won’t happen again. You now have our offices direct line and my direct line/email should you ever need anything else. You matter Mr. *******, I hope you felt that.

  Kindest Regards,
  Melissa *********

  Customer Answer

  Date: 04/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:01/07/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  January 5, 2024 date of complaint. Background: I purchased *** security system, through Bulldog Security Services 11/2023. A technician installed my system. This technician didn’t bring all the required equipment and had to reschedule to complete the Installation. Within two weeks I had a small issue where one of the sensors fell off the front door and trigger the alarm constantly, I had to bypass the alarm due to the office being only open 9-5 Monday through Friday with no emergency services available. When I was able to contact I had to wait for an availability in the schedule. I left town for work and return in Dec to find that my battery on the system Went dead and not working. I contact BULLDOG SECURITY SERVICES, and again had to wait for an available appointment. Which was a Friday 12-5. The technician arrives Friday close to 5 pm and discovers that the system needs to be reworked completely but cannot do it on that date. Due to holidays I am told the first week of January. I disclosed that I leave for work (for 3 months) January 8 therefore it needs to be completed before that time. January 3 I hear nothing, contact Ed BULLDOG SECURITY SERVICES and ask about the appointment. The lady informs me there in nothing in my file about an appt. I let her know everything, she has no sense of urgency and tells me the only appointment available is Friday, Jan 5 12-5 pm. I tell her again that this is a rewiring job and that it has to be done that day because I leave 7 am Monday morning. She tells me she is sending the same technician as before. On Friday, I hear nothing until 4 pm for. The technician who is on his way. And it’s a different technician. He arrives just before 5 pm. He did the requiring and left. About two hours later I realized half of the light around my home no longer work. I tried calling BULLDOG sECURITY SERVICES and the technician, NOONE answers. I tried texting and sending an email. I contacted *** directly who cannot assist me stating I have to go through BULLDOG SECURITY SERVICES only. This is twice I had emergency technical needs where no one is available until Monday at 9 am. And this time, I am out of town for work for 3 months. I cannot wait three months to have someone correct an issues they caused as big as electrical work. I have only had this system two months and have had to clean tact them 4 times, each time, the receptionist that answers shows no sense of urgency nor listens to details. Additionally out of the two months my system has not been completely operations but 4 weeks. I am Reporting their service due to lack of communication, pride in their work, and availability. I have had too many issues and talent too much time that I do not have for something that never works, causing other issues around my home and Paying a hefty price for it all. I always ask to speak to a manager but only get the young lady that answers the phone.

  Business Response

  Date: 01/19/2024

  Hi Michelle,

  Thank you for working with me on this while on the road. I appreciate your time, transparency, and kindness throughout this process. I’m so sincerely sorry for your experience and the frustration it has caused you the past 2 months. As mentioned, we’re family owned and operated and have formulated a program around being customer-obsessed. It’s extremely humbling and disheartening to know we still have work to do. I am floored, mortified, and motivated having conducted due diligence on your BBB Complaint. Your voice was HEARD Michelle.

  I’ll first address your issues with our customer service rep. I listened to the calls and you’re right, Morgan had no sense of urgency and treated your conversations as a task, not SERVICE. Absolutely not our expectation! Particularly in your case, having had recurring issues and an urgent deadline this should have been escalated and had management eyes ensuring it was handled. By way of example, for an emergent customer issue that occurred yesterday, we had myself, our VP Install and the regional Install Manager on an internal debrief before and after the service to ensure swift resolution. That is of course our standard protocol so to me, the fact your account was not flagged for this type of micro-management is extremely concerning and serious. I can see install wasn’t even alerted; an appointment simply scheduled with a notation. This is completely unacceptable. The good news is this issue I can trace back to one employee- I took the time to address this directly with her and will personally be conducting a follow-up disciplinary review in 30 days. You trusted us with your home SAFETY and we failed you. I agree and will handle it.

  And thank you for mentioning the after-hours voicemail may need further instruction. For immediate technical assistance 24/7, we instruct customers to press 1 and there’s a redirect to the main *** switchboard where prompts lead you to tech support. I’ll make sure the team adjusts the current message and adds ***’s live chat option 7am-12pmET. Thanks for the feedback!

  As for Install, believe it or not Bulldog is the #4 *** Dealer in the US with our Installers ranking #1 in customer satisfaction among all dealers. That said, I do see we went out to your home for multiple appointments. It’s unfortunate Aaron did not have a Door Lock or Doorbell Camera at the time of your install but I am glad we were able to come back out 3 days later to get those devices installed and connected to your system. The good news is your perimeter protected was in place so hopefully you did get to enjoy some peace of mind for those first 3 days of service. I do understand how this can be disappointing so I added an agenda item to discuss inventory in my larger meeting with Install Management on Monday. As for service appointments, I’m currently seeing a back-up in our Houston market but did confirm with HR/Recruitment that we are actively hiring Installers in that area. We’re also considering having service-only Technicians to help open up availability a bit more for faster turnaround times. Please know in our other markets standard turnaround times for service is 24-72 hours. We will get this resolved in Houston ASAP. 

  It's unfortunate that we meet under these circumstances, but I appreciate what I’ve learned throughout the process. I can only imagine the frustration and stress your experience with us has caused. As promised, let me do right by you and honor your request for a penalty-free cancellation. Given you are not back for 3-months, I’ll waive the equipment removal requirements as well.

  I’ll get everything handled on my end (fees waived, exemptions marked, etc.) and as discussed, our Customer Service Manager is standing by to 3WAY you with *** to get your account cancelled on their end when your schedule permits. We’ll make it as easy as possible for you from here on out.

  Thanks again for working with me on this. Glad we were able to come to a resolution that satisfies you ??

  Kindest Regards,
  Melissa 

  Customer Answer

  Date: 01/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:09/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a person come market ADT to us as soon as we closed on our home in early July, and then he came back a few weeks ago with some good offers. He told us about all of these”great feature and offers” that we really did like and were interested in, such as the door that would unlock for us using face recognition. Too bad that was bull. We went ahead and signed up for the services and waited for the tech to show up a few days later. He was super nice, but he informed me that the door does not unlock using face recognition, but that I would get notified that someone was at my door and I would be able to unlock it from my phone, and we would have all of these other fantastical features. Every single person at this company FAILED to mention EVER that we would not be able to get full use out of these google products because it’s only compatible with google assistant. We have iPhones and we paid good money for them. Now we’ve never even been able to utilize the automatic door locking when we arm the systems, everything has to be done manually, we were told we could arm it from anywhere and this fancy door lock would lock with arming the system. They are now dragging their feet on fixing it. I told them on the phone today I would like them to come get their stuff and cancel these services because they’ve breached their contract by not delivering on services and they want us to pay 75% of the contract off and told us we should have cancelled within 3 days for signing. We spent that 3 days waiting for them to respond to us. They lied and manipulated to get us to sign up and they are now telling us we’re stuck with them or we have to pay anyways. This company uses deceitful practices and rely on trapping people in contracts. We’re very very dissatisfied.

  Business Response

  Date: 09/20/2023

  The customer entered into a contract with the following company who handled the sale and installation of the system.

  BULLDOG SECURITY SERVICES LLC
  

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

  Please transfer to the correct company.

  Business Response

  Date: 09/28/2023

  Ms. Mirina Kellogg,

  My name is Melissa and I’m Bulldog’s Corporate Director. I’m so sorry to hear of the frustrations caused with your experience. I dug-in the past 2 days and have personally reached out directly to the Account Holder, Darrell *****, to resolve. I hope to connect live with him tomorrow to chart our path forward. That said, I of course did want to respond to your BBB Complaint so that you and the BBB Community had transparency into our approach.
  

  I do see Darrell upgraded his agreement to Google Video and Home package at the time of Install (7/31)- great choice! We were very excited with the ADT/Google partnership when it was announced. That said, I understand there was some confusion around face recognition and Google Assistant. I wish y’all would have contacted us sooner with your concerns but I’m glad our Quality Assurance team proactively reached out and uncovered your issues on 8/14. We appreciate you agreeing to a service to give us the opportunity to make it right.  By way of transparency, below is a recap of what was addressed on-site 8/21 with Installer Michael *****.

  Doorbell Chime and Delayed Alerts. Michael discovered that your home doesn’t have a wired doorbell, so it’s not capable of chiming inside the home. Unfortunately, the Google doorbell does not have chime capabilities and to work, uses the home’s existing wiring. Rather than swap for a RING Doorbell, Darrell chose to resolve via a FREE Google Nest Mini that offers verbal announcements when guests arrive at your door (via Google Assistant). 

  Face Recognition. Darrell received a 36-month subscription to Nest Aware with his Video & Home package. With Nest Aware, you absolutely can use familiar face detection to teach your Google Nest Camera to recognize faces of people that you know and notify you when it detects people it doesn’t recognize. You can manage your familiar faces library in your Google Home app, like change a person’s name of delete a face profile. It’s a very cutting-edge feature! Please note Face Recognition is in reference to your Google Doorbell. Doorlocks do not have a camera function. That said, you can give voice commands to your Google Nest Mini to control your Door Lock or manage it virtually from your app. For example, using your Nest Mini you can say, “Hey Google, Lock the front door” or “Hey Google, arm my ADT alarm.” The apps are accessible on all iPhone and Android devices.

  Google Assistant. I do apologize if it wasn’t clear that your package did not include a Google Home device for Google voice. Again, we resolved this complaint via providing you a complimentary Nest Mini.

  I’ve attached a copy of Darrell’s executed agreement which shows a Nest Aware subscription and does not list a Google Home device on the Equipment Included summary. Please see Exhibit A: Darrell ***** ADT Agreement. 

  Nest Aware Subscription. On Page 4, Section 4: Service to be Provided. Please see “Nest Aware Plus for Video Packages” Under “Optional Monitored or Elextrical Services”.

  Google Assistant. Please see Page 4, Section 5: Equipment to be Installed. The expectation was not set that there would be a Google Assistant Home device included in the package.

  I do see a disconnect between my due diligence and the complaint. As the account is far outside the cancel window, there will be early-termination fees applied. I hope that isn’t necessary as I see a simple solution we can make happen ASAP. I’m recommending a complimentary deep-dive educational training session with one of our Google Installers to further educate you on your system and how to maximize your Google devices and subscriptions. I will make sure someone helps you and Darrell download the needed app, sign in, set-it up and show you all the ways to virtually control your entire system.  I’ll also make sure they focus on Google Assistant and go over the voice commands that will help make your ADT/Google experience more convenient.

  I do acknowledge that you felt frustration within your first 2 months of service with us. By way of proving my commitment to customer excellence, I’ll gladly reimburse you for your first 2 months of monitoring service via a Visa Gift Card. I’ve submitted the rebate request and the gift card should be processed tomorrow (8/29) and arrive to your home within 1-2 weeks.  

  I hope this helped to clarify any misunderstandings. I look forward to scheduling this training session so y’all can enjoy the peace of mind a secured, connected home brings.

  Kindest Regards, Melissa *********

• Initial Complaint

  Date:09/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  El día 20 de mayo del 2023 una agente de ventas se comunico con migo por medio de recomendación del el agente que me vendió mi casa eya me dijo que serian 160 dolares de instalación y 67 dolares mensuales yo acepté y al día siguiente enviaron a un técnico para la instalación pero no pudo aser nada por que no abia Internet en mi casa apenas tenían 4 días que me la abian entregado así que se fue y regreso al 3 día yo estaba trabajando y le pedí a mi esposo que lo recibiera yo pensando que solo iva a instalar solo para que alguien esté en casa pues el tipo llego y empezó a instalar mil cosas que yo no abia ablado inicial mente y al final solo le dijo a mi esposo firme aki mi esposo le preguntó que de que era el le dijo es para ver si califica para una promoción y ver si el equipo puede ser financiado o ok firma y el le dice o no no fuiste aprobado tendrías que dar 3 pagos de 400 dolares y mi esposo le dijo ok me marco en ese momento pero yo no pude contestar trabajo en cocina y el pago los primeros 400 dolares que este técnico le solicito cuando llego a casa y me cuenta yo me comunique con la agente que me avía vendido inicialmente eya me dice o eso no esta bien el estaba tratando de aser su venta pero no lo tubo que aser así able por dos semanas seguidas para tratar de cancelar y nada al final la persona que me vendió la casa tuvo que ablar con un manager y decirles que. Si no asían algo ya no les iva a recomendar a nadie me solucionaron no cobrar los 800 dólares restantes y no podía cancelar o tenia que pagar 2600 dólares así que me quede con el equipo pero no funciona anoche mi hija de 3 años se despertó por la noche estaba gritando en la puerta de la entrada y la alarma niciquiera me aviso que se abia abierto la puerta estoy desesperada pague muchísimo y sigo pagando por algo que no me funciona y no quiero.

  Business Response

  Date: 10/03/2023

  Ms. Gloria,

  I hope this message finds you well. We are so sorry for the frustration you’ve experienced to date and would welcome the opportunity to connect to resolve this complaint. Madeline ********, our Customer Service Manager, spoke to you via phone on 9/27 and you committed to speaking with primary account holder Roberto and have him call in to schedule a service. Madeline has left him multiple messages since with no return. Please call 832.585.0725, select Customer Service, and ask for the Manager Madeline.
  As this is a Better Business Bureau complaint, I would like to take this opportunity to provide a formal response to your complaint.

  Exhibit A, (Roberto **** ADT Agreement) references the executed agreement between Bulldog and Roberto. Section 3: Method of Billing states (pg. 2), “Upon acceptable of installation, I have paid the amount of $199”. This agreed upon fee is for the ADT Monitoring account’s activation. Section 2: Customer Information (pg. 1) and Section 4: Services to be Provided (pg. 3) state the monthly monitoring rate/monthly service charge to be $67.99 for the selected Google Video & Home Automation package.

  The installation was originally scheduled for May 22nd but our Installer noted that there was no electricity or power in the home which is required for install. Therefore, the installation had to be rescheduled and was moved to May 24th.  It is unfortunate that both spouses could not be present as our Install team conduct a full in-home risk assessment and education session so homeowners can make an informed decision on any additional features/functionality they want added to their overall system. The original package at point of sale included 1 keypad, 1 keyfob, 1 motion, 7 window/door sensors, 1 Google Doorbell Camera and 1 Automated Door Lock. At the time of install, Roberto elected to purchase the following additional equipment.

  *1 Keyfob- 2nd keyfob so you could both carry one
  *1 Glassbreak (FREE)- The sensors included in your package detect windows and doors opening and closing. A Glassbreak extends this protection to trigger with the detection of glass breakage which is common in home intrusions. These are great because a single Glassbreak can cover multiple entry points at once; most effective on large cluster of windows for maximum coverage.
  *5 Shocks- Shock upgrades are common on 1st floor windows and highly recommended for windows with minimal to no shrubbery (so has easy access). These detect both open/close motion as well as glass breakage.
  *2 Smoke Communicator- We always encourage life safety devices. Most DIY smokes rely on you or your neighbors calling for help. Tying smokes into your ADT Monitored system ensures that help will be on the way the moment a temperature rise is detected.

  Exhibit B, (Roberto **** Upsale Equipment) references the executed agreement between Bulldog and the ADT Monitoring account’s primary account holder, Roberto. At the time of installation, Robert elected to make a secondary purchase of the above equipment; totaling $1,262.19. Roberto elected to spread this over 3 payments of $420.73. We certainly do prefer to have both spouses on-site for the installation and we agree it is unfortunate that you (Gloria) were not involved in that decision to authorize that charge. You alerted our customer care team of this concern on May 25th. On May 26th, your Installer contacted Roberto who stated he understood he was purchasing additional equipment. Still, we respected that you wanted to cancel the agreement he signed and on June 1st, you spoke directly with DFW Regional Installation Manager Jason **** regarding your concerns. I spoke to Jason- he mentioned y’all had a great conversation and agreed to a resolution where y’all keep all the equipment purchased for one single payment of $420.73. As promised, on June 1st we kept our commitment and wrote-off the remaining balance of your agreement of $841.46. As this was one of your requested resolutions to this BBB Complaint, I want to be clear that this was handled on June 1st.

  After that conversation, on June 6th, our team was welcomed back into your home as it now had WIFI to connect your Google Doorbell to the larger system. Our Installer notated everything was working fine upon his departure. That said, we understand things happen. We’re committed to customer excellence and we’ll continue to prove that to you. We received a call in July about your sensor issues and resolved on-site within 48 hours.

  You mentioned in your complaint that your equipment doesn’t work. Often times with door/window sensor errors, it’s either the adhesive, incompatible device location, or resolved with a simple educational session on system settings, notifications and sensitivity. Thank you for agreeing to scheduling an on-site with one of our Installers to evaluate. If it’s adhesive- we’ll upgrade to a stronger bonding solution. If it’s location and perhaps something is bumping into it, we can make real-time recommendations on a solution (swap device or change locations). And if it’s a settings/notification issue, we can spend as much time as you need reviewing the training materials to ensure an enjoyable experience moving forward.  We’re family-owned and operated and certainly don’t want to be the reason to keep your child up at night or cause you any frustration. I do encourage you to contact our offices so we may resolve the outstanding issue of sensors.

  Thanks for bringing this to our attention. We look forward to hearing from you!

  
  Kindest Regards,
  Melissa *********

• Initial Complaint

  Date:08/27/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sold ADT security by an employee of Bulldog Security. I informed the representative Patrick ****** that I had a contract for alarm services through my **** The salesman called his manager (on speakerphone which he was unaware of) and informed him of my situation and the manager verbally stated that he would give 3 months of free service to while I attempted to get out of the contract with my **** The manager stated that if I couldn't get out of the contract that they would assist with getting it switched over or cancel the contract. I have called and left several messages and have not been contacted regarding this matter. The equipment that I signed up for still has not been installed (nest thermostat) which was the main option that I stated that I needed. I can not use the lock that they installed because as of now I owe ADT for services that I cannot use or do I need. I am a 100% disabled veteran and I am on a fixed income. I can not afford to pay a second alarm service due to deceptive business practices. PLEASE HELP ME. My thermostat was broken when the tech attempted to remove it and has not worked properly since. My home is currently unmonitored.

  Business Response

  Date: 09/09/2023

  Mr. ****
  
  Thank you for your service! I come from a long line of veterans, so I empathize with your situation. I assure you Bulldog’s intent is to do right by you as a customer and a serviceman.
  
  First, let me sincerely apologize for the frustrations you’ve experienced. There seems to have been miscommunication at point of sale and a bit of human error on the side of the back-end account notations that led us here today. I take full responsibility for that and commit to addressing internally. Your feedback will impact change sir. By way of transparency, I’d like to address each of your concerns and then lead us to a resolution in-line with what you’ve requested.  
  
  I do see you selected the Nest Thermostat as the complimentary automation device included in your original work order. Great choice! I’m so sorry it turned out to be non-compatible with your HVAC system. The issue on our side is the Installer neglected to notate properly and our corporate office did not know that we owed you an alternative automation device. Of course had we known, we would have proactively reached out to resolve. It is extremely unfortunate that you had to reach out to us. I’m glad we were able to come to a agreement to swap the thermos for a Door Lock. We do put a heavy emphasis on notation across all departments and can attest that was human error. We do have existing processes in place to prevent this, but I’ll revisit it for gaps. Bulldog’s Installation team actually ranks #1 in customer satisfaction among all ADT Authorized Dealers and we hope we get the opportunity for a second chance one day to prove that to you.
  
  You referenced that you were not currently being monitored. ADT shut your service off for Non-Payment in June 2023 after 4 missed monthly payments. Your account has already been cancelled. On June 21, our Collections team reached out to discuss your early termination fees and that’s when we learned of your promised 3-month rebate and your secondary agreement. First, I apologize if there was a miscommunication on the procedure for the rebate for your 1st 3-months of monitoring. Rebates are sent in the form of a physical **** **** ***** roughly 2-3 weeks post-install. I can certainly understand why the delay in receipt frustrated you! Given there was no reference to the rebate approval on your account or in your paperwork, the team followed protocol and pursued cancellation penalties via our Collections team. As for your secondary agreement, though I’ve been unable to confirm these conversations on my end, I will take you at your word. The last thing we want is to put a homeowner out and if you say our rep told you that, I’ll honor their promise to absolve the agreement. Bulldog is family owned and operated, we’re sincerely just happy you have home protection.
  
  I am saddened that your experience wasn’t escalated to me sooner but I am appreciative that it has now. I’m open to working with you to put this behind us. At this point, your account has been cancelled for Non-Payment and is scheduled to be sent to a Collections Agency next week. I’ve removed your account from Collections, waived your $1,544 in cancellation fees, and will agree to remove the equipment at no charge (an additional $50+ savings). From there, you will be responsible for re-establishing your previous HVAC services.
  
  Thank you for the opportunity to resolve this matter with you. Should you need anything else, you can contact me directly  m*********@bdsnation.com.
  
  Kindest Regards,
  Melissa *********
  Corporate Administrative Director
  

• Initial Complaint

  Date:08/18/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bulldog Security offered their services to us we decided to opt in for the Google diamond service which comes with an alarm panel, six sensors, a key fob, and the option for a door lock or a google nest. The first technician that came out was very rude to me and I ended up not getting anything installed. I called the sales rep who talked to his regional manager they apologized and seemed very nice. I rescheduled for another technician to come out and set up our system. The second technician called me the day he was suppose to come out and told me he wasnt feeling well and asked to reschedule. I told him yes we rescheduled for the next saturday then hung up. He calls back the same day and asks me if i can tell the sales rep that we had something come up so he wouldnt get in trouble which i felt was weird. After that conversation he showed up to my house about 30 minutes later saying they made him come out. He came in set up our panel, and sensors, and we recieved our key fobs but did not receive our door lock. He said that he would come back to install the door lock. We then heard nothing for a week I called the technician and left a voice mail the technician never called me back. Another Bulldog service worker called and said he would come and make sure the system was set up correctly and he never showed up or answered my phone calls. I asked the sales rep to downgrade our plan since we never recieved our doorlock and recieved no type of communication. He said he will tell his manager. Another week passed we heard from no one. I called Bulldog Services today and they told me they can not downgrade my plan but they can send someone else out to put in my doorlock, I told her the situation and that I do not feel comfortable with another technician coming out it's now been a month I just want my plan downgraded. The communication with this company has been horrible and I tried to be understanding and patient but I feel that it is now a ripoff.

  Business Response

  Date: 08/25/2023

  Hi Brianna!

  Thanks again for working with me towards a resolution. It was such a pleasure to meet you, though I wish it had been under better circumstances. I sincerely appreciated your kindness, honesty and transparency throughout our conversation. I’d like to re-address some of your concerns and outline our commitments for you and the BBB Community.
  

  1. Installation Experience (Personnel)- This is extremely surprising as our Installation program ranks #1 in customer satisfaction among dealers. I’ve already spoken to the Installation VP about your original Installer’s sales tactics and the awkward position our second Installer put you in. I appreciate you sharing your feedback as it allows us the opportunity to address swiftly and directly with those individuals.

  2. Communication. I was thrilled to hear you enjoyed your experience with your sales rep, Dakota. I’ve let her know you thought she was wonderful. That said, you had reached out to her and Installer you met for assistance and I’m disappointed they not only answered, but did not alert corporate to jump in. As mentioned, we have a dedicated team of customer service specialists standing by Mon-Fri 8am-5pm to assist with whatever you may need. Moving forward, please call them at 832.585.0725. You also now have my direct contact information and are more than welcome to reach out to me as well. Had you contacted us directly, this would have been resolved same day.

  We’re happy to accommodate your request to remove the automation device (DoorLock) and downgrade your account. I’m so glad we were able to come to a simple resolution! Below is a recap of what we agreed to:

  * Downgrade to Advanced package @ $50.99/month; removing door lock from agreement.
  * OPEN OFFER. Keep automation package but decrease monthly from $68.99 to $60.99, install your promised Door Lock and get a Nest Thermostat FREE. Please note ADT only gives us 90 days for rate adjustments so this ability expires 10/26/23.

  The downgraded agreement has been sent to you for signature. As promised, once signed I’ll backdate so I can begin the process of reimbursement for the difference in your monthly monitoring paid to date. Thanks again for sharing your feedback. You have my word your efforts will impact change. It was such a pleasure to meet you, I wish you all the best in your new home. I sincerely hope you enjoy the newfound peace of mind a protected home can bring.

  Kindest Regards,
  Melissa *********

  Customer Answer

  Date: 09/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:07/27/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/24 ADT installed a security system in my new house. 5/25 let ADT know agent damaged my house, security system is useless, not working properly, I can’t keep it. The outline was: 1-I was not given a contract to sign. 2-door bell isn’t working, 3-don’t know when someone is at the door, 4-doesn’t have video of the area as promised. 5-Damage the wall in 2 spots. On 5/25,I sent several texts to Mercedes and Brienne who coordinated the installation. I spoke to Bishkek, Maxine, and Kayla The ADT employee, Kayla, told me it was an authorized agent therefore they can’t do anything. The money was withdrawn by ADT. Monthly payment in advance: $67.00. I kept on asking to speak to a supervisor or a manager, I was told, they will cal me. Then I spoke to Zachary *****, Regional Installation Manger. He told me, the agent is the best agent he has ever known, although I told him, the system isn’t functioning; “ I will choose him over any other to work for me and the damages you can go to Home Depot to get some fixture to place over the holds.” These are his words. I reinforced that I don’t want the service. ***** says:” I can take decision”. On 5/27, I sent an email to zzADT, it was undeliverable. On 5/29, I sent an email to Jim *******. It was sent but no response. On 5/30, I received a call from ADT corporate, I was told, I made it clear that I want my house to be repaired and pick up their equipment. I never heard from them anymore, now I am receiving billls.

  Business Response

  Date: 08/08/2023

  Hi Mr.Pierre *******, my name is Melissa and I’m Bulldog’s Corporate Director. I’m so sorry we meet under these circumstances. Before I address each bullet, it’s extremely important we distinguish ADT Corporate from Bulldog, ADT’s 3rd largest ADT Authorized Dealer in the United States. I          have verified that Bishek, Maxine or Kayla are not Bulldog employees, but you in fact called ADT directly. I’m not sure what you are referencing as “ZZZCancel” so cannot speak to that ADT Corporate email address. Completely understand that it can be confusing to distinguish the two entities and it happens all the time.
  
  Your agreement is with us as Brienne ****, your sales representative, is a Bulldog Security employee. We work together with ADT Corporate to extend their ADT Monitoring services to the local communities we serve. This allows them to expand their footprint and protect more families. Therefore, I cannot speak to commitments discussed with ADT Corporate staff. That said, you had also contacted Brienne directly on May 26th and expressed concern with the holes in your home and by June 2nd, we had put you in touch with Zachary ******, our Regional Installation Director for Florida.
  
  According to Zach and our account notations, ya’ll spoke directly on June 2nd. Zach agreed that the trash that was left behind was unacceptable, and he met with your Installer Ruben ***** (a new hire) directly to personally address that issue. Zach affirmed with you it would be the first and last time that happened with that Technician and he meant it.  As for the damage, Zach reviewed your photos with you and acknowledged that Ruben removed the hardwired keypad and a hardwired motion that were previously in the home since they were not useable and unfortunately, removing previously installed devices does leave holes behind. This would have been mitigated by simply asking if you’d like for them to be removed, but as Ruben is no longer employed here, I am unable to confirm if that courtesy conversation took place. Regardless, as referenced on page 5, Section 5C of your executed agreement (attached) “Limitation of Liability” reads,
  
  UNDER NO CIRCUMSTANCES WILL I ATTEMPT TO HOLD DEALER LIABLE FOR ANY CONSEQUENTIAL OR INCIDENTAL DAMAGES, INCLUDING WITHOUT LIMITATION, DAMAGES FOR PERSONAL INJURY OR DAMAGES TO PROPERTY.
  
  Your bullets 2-5 reference issues with your Doorbell. Zach insisted in your June 2nd conversation that we be allowed to come onsite to resolve. This is actually a pretty common issue within the first few weeks of installation as our equipment working within the compatibility of your home. All homes are different. 99% of the time, Doorbell issues are either stemmed from power or connectivity issues. Luckily, we plan for that and have workarounds for both to ensure maximum protection when faced with limited bandwidth or power to our devices. We were advised in that conversation that you would call when ready to schedule the resolution visit but we never heard from you again. Instead, you contacted ADT Corporate, which I confirmed with our ADT dealer team, requesting to cancel without penalty.
  
  We never wanted to drag this our Mr. *******. The Director of our entire Florida operations apologized directly to you and you accepted that apology and agreed to a service. I’m surprised and saddened that we find ourselves here months later. Since receiving your BBB Complaint, our Customer Service Manager Madeline ******** has been trying to get ahold of you to resolve with no success or acknowledgement. We’ve been trying to reach you to resolve this. Help us help you.
  
  Technically, you originally called in within your 3-day cancel window which qualifies you for a penalty-free cancellation. We’re willing to backdate your cancellation to honor that so you can avoid the penalty fees that brought us here today. We’re doing everything we can to help you. Please help us do that by returning Madeline’s call @ 832.585.0725 and follow the prompts for Customer Service. Simply ask to speak with Maddy and you’ll be transferred to her desk and able to put this behind you. All that remains will be scheduling your equipment removal.
  
  To avoid further surprises, please note are not contractors so you will have holes after we remove our devices. Please be sure to plan accordingly.
  
  Kindest Regards,
  Melissa *********

• Initial Complaint

  Date:01/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ADT customer since 2019.March 2022 cameras were installed. It was a tedious task to get this completed, The cameras were never fully online. We had WIFI extenders put into the 1200 sq. ft. home and the cameras were still not online. Numerous chats, phone calls and emails to file complaints and no responses received. ADT finally contacted me in October after tryin got move my services to new home. They wanted to charge me thousands of dollars to cancel my services- but I wan not canceling I was simply moving. The escalated complaint was addressed by phone. I was in a 6 month cancellation period which was never explained to me. I tried to exercise this right as advised by N. ******** (ADT). She had me on a conference call which ultimately ended with ADT needing to come out one more time to get this resolved. At this time I was moving and N.******** told me not to say anything about the move and to just schedule the technician. She would get this appointment moved up locally. This did not happen. I was billed for the appointment but then later this was waived. I was also advised my N. ******** to leave the cameras at the old house as they would install Google cameras at the new house since those cameras were never truly working. I al still being billed for these cameras that were not online. ADT can see that they were not online. I simply want working cameras in my home and paying for cameras that ADT could not get working is not right especially after being promised by N. ******** and her GM that this would be corrected and Google cameras would be installed. What was promised was to have the remaining charges waived and new cameras installed at the new house. I want someone higher up to review the phone calls.

  Business Response

  Date: 01/06/2023

  Teresa,
  
  My name is Melissa and I’m Bulldog’s Corporate Director. I’m so sorry for the frustration your service transfer has caused you. Your situation was a bit unique and I’m glad ADT Corporate forwarded this Complaint to us as it offers us the opportunity to jump in and help navigate the world of ADT Corporate and ADT Authorized Dealers. Though we both offer ADT Monitoring Services, we are two separate entities.  Your complaint outlined an experience you had with ADT Corporate as your issue was rooted in the contract you had with them at your previous address. Upon due diligence into this complaint, I understand the original plan was to transfer your services through corporate. Somewhere between that conversation and your move-in, you met our sales representative Richard and your Installation at your new home was contracted through Bulldog Security, the #3 ADT Authorized Dealer in the U.S. We installed your ADT/Google system on Nov 5, 2022.
  
  We had received an email from you 11/18 asking for help for being billed at both locations and for a resolution on your cameras. When you spoke to Morgan about this email on 11/21, your update was that your issue was with ADT Corporate and you were working with them directly on a resolution. We were so sorry to hear, well over a month later, the issue had not been resolved. When we (Bulldog) received your BBB Complaint, we took action. Our Houston Customer Specialist, Morgan, began her outreach on Jan 4 and was able to connect with you today, Jan 6. We were so happy to hear that ADT Corporate was able to get your account cancelled and you have a refund on the way. I was also informed you and Morgan scheduled a service with one of our Installers for next Tuesday (1/10) as you are experiencing issues with the cameras installed at your new home. Our Installation team ranks #1 in Technicians across all ADT Authorized Dealers so I say with confidence your issues should all be behind you early next week. I look forward to the day you can sit back, relax, and enjoy the peace of mind a security system brings. Happy we could help you get across the finish line. Should you ever need anything in the future, whether with us or ADT Corporate, our team is standing by to help Mon-Fri 8-5pm at 832.585.0725.
  
  Warmest Regards,
  Melissa

• Initial Complaint

  Date:01/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please find attached additional documents and details for this case. Date of transaction: 12/1/2022 (Thursday) Fees paid: $215.42 Business committed to offering: Door/Window sensors; Key fob, Yard sign, Window Decals, doorbell camera/outdoor camera; and indicated the other equipment was negotiable via the technician who set up your system and certain equipment (camera, keyboard camera) would be priced around $200.00 or lower however very reasonable. Nature of dispute: I requested Bulldog security services to discontinue my security service and a refund of the monies paid. Please see the details of the case attached in the word document. My husband and I informed the salesman (Richard *****) and his manager (Jordan *****) that we had a security system in our previous home, and need to have all the security equipment including window/door sensors, keypad, outdoor/indoor cameras, the motion detector in order to feel safe and secured, and would not pay for a system that did not have it, but needed the equipment not provided free to be reasonably priced and affordable, since we already have all the equipment from Vivint (another security system) and did not need to purchase as we could just go to them. The business refused to resolve the problem and indicated that I would need to buy the contract out.

  Business Response

  Date: 01/12/2023

  Ms. *******,
  
  My name is Melissa and I’m Bulldog’s Corporate Administrative Director. Thank you for working with us this week to resolve your complaint. We are so sorry for the frustration this has caused you. Ultimately, we’re in the business of protecting people. As the #3 ADT Authorized Dealer, our job is to help keep our neighborhoods safe. We appreciate you considering ADT Monitoring service, as opposed to your current provider Vivint, but completely understand that you were locked in a contract with them. Upon conducting due diligence, I do see you were communicative about your concerns of being in an agreement with another provider. I do believe much of the confusion on our end was that the ADT Monitoring agreement was signed and executed, prior to confirmation that Vivint could be cancelled. I understand that your sales rep led you to believe we would have control over another company’s cancellation policy which we unfortunately, do not. It’s because of this misunderstanding that we’ve made an exception for you to cancel outside of term with no penalty. In the future, I’d recommend not entering into a new agreement and installing new equipment until after you’ve confirmed you are able to cancel your account with your current provider.
  
  I understand from Madeline Johnston, our Customer Service Manager, that she was able to cancel your account on our end and with ADT, refunded your activation fee of $215.42 and scheduled you for a system removal on January 16th. She mentioned you were extremely pleasant throughout the process, and I wanted to make sure we thanked you for that. I understand these situations can be frustrating and it speaks volumes of your character to exude kindness. You are appreciated!
  
  I know you didn’t move forward with ADT but sincerely, we’re just happy your new home is protected. We hope you enjoy the newfound peace of mind a home security system brings. Should you ever need anything else, our support staff is standing by Mon-Fri 8am-5pm to assist at 832.585.0725.
  
  Kindest,
  Melissa Wilkinson

  Customer Answer

  Date: 02/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   Hello,
  Thanks, BBB for interceding as I could not resolve the issue on my own. Please note that an individual from ADP did contact me and explained I would be refunded. I wanted to inform you that to date, I have not received a refund of any kind. They did come to my house and pick up the equipment but have not provided a refund.  I appreciate your help with this matter. 
  
  Thank you. 
  Kind regards,
  Tunecca *******
  

  
  

  
  

  Business Response

  Date: 02/09/2023

  Ms. *******,

  Thank you for reaching out. We kept our word and cancelled your account without penalty, removed your equipment waiving all fees on Jan 16th, and refunded your Activation fee of $199 (+tax) on January 10th. The total refunded was $215.42. I've attached TWO proof points showing that we did refund the transaction and the funds were put back on your Visa ending in 0452. 

  1. Proof Point 1- This is a screenshot from our internal transaction platform/CRM showing the $215.42 transaction as refunded.

  2. Proof Point 2- This is a screenshot from NMI, our merchant payments and transaction platform. This too shows the refund was started the morning of Jnuary 10th and settled later that afternoon.

  I recommend going back through your January statements and/or calling your Visa card for verification. 

   

  Better Business Bureau- We are confident this complaint has been resolved to the customer's satisfaction. 

   

  Kindest Regards,

  Melissa

• Initial Complaint

  Date:12/29/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A Bulldog salesman came to my home shortly after I bought it approximately 3 weeks ago (I believe it was Wednesday). I was considering getting a security system so I let him in, we discuss a bit about ADT and the house and then he proceeds to use high pressure sales tactics for hours trying to get me to buy their service. I told him to let me do some research about ADT and he can come back in a couple of days. He comes back on Friday. At which point I feel confident about ADT and proceed to purchase the service. This is where the issues begin, during the sale process the salesman lied to me multiple times and was not entirely upfront that the company he worked for was not ADT, but rather a reseller which I would come to find out later. The lies were: - I can cancel for free at any time with no penalty (in truth I only had 3 days to cancel) - If I cancel I would get a full refund and monitoring charges would cease (the refund only covers some of the equipment, some other equipment only provides a 60% refund) - The total monthly fee would be 50.99 including all charges and fees (it was actually 55.20) - Although the gentleman never directly said he worked for ADT he was wearing an ADT shirt and selling me what appeared to be a product offered by ADT and never clarified that he was not actually an employee of ADT I had the system installed on the following Monday and this is when I realized all of the above issues. After calling real ADT to get this figured it out, I was encouraged to cancel given the unscrupulous context surrounding the transaction. I officially cancelled on Tuesday which was the last possible day to cancel according to the contract and the equipment was picked up the following week. Due to the salesman lying about the terms of the contract, the initial charge being more than I signed the contract for, and my cancellation within the timeframe I want a full refund. I would not have signed the contract had I known about the lies earlier.

  Business Response

  Date: 01/06/2023

  Ms. ******,
  
  It’s nice to meet you Riley. My name is Melissa and I’m Bulldog’s Corporate Administrative Director. I want to first apologize for the frustration and stress that your experience with us has caused you. Being family-owned, earning our customer’s trust is just as important as helping to protect them. I’m sorry if we let you down. I’m thrilled you and Madeline, our Customer Service Manager, were able to reach a resolution today.
  
  I can assure you we aim to be transparent about who we are. We are proud to be an ADT Authorized Dealer and in fact, we’re the #3 in the country. Our employee uniforms, sales materials and photo badges all showcase that we are an ADT Authorized Dealer. Furthermore, each name badge has a QR Code that allows homeowners to verify employment with Bulldog Security in real-time. As an ADT Authorized Dealer, our salesforce is entrusted by ADT to expand the reach of their ADT Monitoring services and our Technicians entrusted with the installation of the ADT equipment. ADT has hundreds of dealers throughout the United States working alongside them with a common goal- protect as many people as we can. I’m sorry if you felt our identity wasn’t clear. Our intent would never be to mis-lead you, we’re proud of who we are. I do hope that you also researched Bulldog and found peace in our 4.5 Google rating, 4.0 BBB rating, and our two BBB ‘Certificate of Excellence’ awards. That said, the choice was yours. We certainly understand your preference of working with ADT directly and we support it.
  
  We have spoken to your sales representative regarding their misunderstanding of the cancel policy. She was within her first month- certainly not an excuse but an explanation. Worth noting is she was regretful and used this as a learning experience. We do encourage all customers to review their ADT Monitoring service agreement prior to signing as we do honor the 3-day right of recission. I’m glad you spoke to ADT, they advised you of the policy and we were able to seamlessly cancel your account. Had you called us, our customer care team would have told you the same thing. I hope you felt that level of integrity with Madeline.
  
  I sense a bit of confusion regarding your two signed agreements. The one in refence above was for your ADT Monitoring service which you will receive a full refund for any money paid to date through ADT within 30 days (as confirmed by ADT Jan 6th). At the time of your Installation, you had elected to purchase additional security equipment, outside of your package. As this equipment cannot be re-purposed, it does carry a different cancellation policy that states, “I understand that a 40% restocking fee of $140.72 will be charged for any cancellations”. (You can find this policy, alongside your signature acknowledging your understanding of it, in your uploaded document to this complaint entitled “ADT-2”). The original charge was for $351.81, of which $211.09 was refunded on 12/31. I hope this helps clarify between the two.
  
  I hope our team’s quick reaction to a resolution with your ADT refund has proven that we too are a company you can trust. We appreciate you bringing this to our attention. Should there be anything else you ever need, our team is always standing by to help @ 832.585.0725. We hope you enjoy the newfound peace of mind your new security system brings.
  
  Warmest Regards,
  Melissa *********

  Customer Answer

  Date: 01/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I understand the things that you are saying about your brand and what BDS is. However, my complaint to you as a customer was not what your standard practices are, but rather what actually happened. I would also like to point out, the salesman I dealt with was a man named Courtney, not Maddy, so it seems like you followed up with the incorrect person regarding my case.

  Regardless of our differences in how we understand the situation, it seems my initial complaint was missing an important to document that I have attached here. This is the initial contract that I had signed with BDS. The reason I chose to cancel my service in the first place (even aside from the very unscrupulous nature of the salesman) was that the contract I initially signed was not upheld. It clearly states in that contract that: "Total Monthly Service Charge $50.99 Including Basic Monthly Service, Optional Monitored or Electronic Services, Optional Services and all additional fees, and charges." I included a snapshot of the credit card transaction that came through and the number was nearly 10% higher. BDS's failure to comply with the contract that I originally signed is the reason that I chose to cancel the service and the reason I am not bound to the second contract's restocking fee. Had BDS upheld their end of the contract and charged the correct amount I would not have had to cancel the service in the first place therefore would not have incurred the restocking fee. 

  To clarify BDS is the initial party to not follow the rules of the contract that we agreed to. Therefore, I should not have to follow the contract's policy on restocking fee.

  
  Regards,
  
  
   

  
  

  Business Response

  Date: 01/24/2023

  Mr. ******,

  I hope this response finds you well. As the Corporate Director of Bulldog, I certainly conduct my due diligence sir. I am completely aware Courtney ******* was your sales rep, in fact I spoke to his Manager multiple times throughout the initial round of our complaint response. My reference to Maddy was in regards to our resolution as she’s the Customer Service Manager you worked directly with to schedule your equipment removal and finalize your account cancellation with us and ADT. I assure you, we were working with accuracy within the correct account.

  In reference to your agreement which you’ve so kindly attached to this complaint, I’d like to address two very important sections which I believe will offer clarity into the discrepancy of the monthly monitoring rate. On page 3, Section 4 entitled, “Services to be provided”, it’s calculating the monthly rate for MONITORING based on your package. As you can see on the breakdown, Remote access, two way voice, cellular backup and quality service plan are all included at no extra cost so for SERVICES, the total monthly monitoring rate was confirmed as $50.99. It does indeed confirm that this includes all fees and charges that could be added-on to your elected service. That said, security monitoring services are a taxable service and subject to the standard (by law) 8.25%.

  Taxes are addressed on page 1 of the agreement. Please refer to the “Financial Disclosure Statement” section. Here, you’ll see the following.

  A.      Number of payments for the initial term- 36

  B.       Amount of each payment $50.99 (total monthly service charge outlined o page 3)

  C.       Total of payments for the initial term is $1,835.64 which is exclusive of any up front payments, applicable taxes fines and rate increases.

  Your monthly rate for alarm monitoring was $50.99. With the standard 8.25% sales tax, your total fee was $55.20. Exactly how it appears on your bill.

  Mr. ******, we’re in the business of protecting people. Though we do not agree that we are in any way in breach of your original agreement, thus voiding your secondary agreement, we do not want to proceed in negotiations with the Better Business Bureau for the remaining $140.72 you are asking for. Therefore, you’ll see this amount has been refunded back to your card and we have now satisfied all of your requested “resolutions” to your formal BBB Complaint.

  BBB- Kindly consider this complaint resolved. Mr. ******’s account has been cancelled and his charges fully refunded.

  Kindest Regards,

  Melissa *********

  Customer Answer

  Date: 01/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  I appreciate the rightful returning of my money. I hope BDS can amend their contracts for future customers so they don’t find themselves in the same position I was in. I also hope BDS training techniques are updated to demand honesty and integrity from their salesman which could also help avoid this situation for future customers. Thank you for understanding my situation and if you would like any suggestions on how to improve the transparency of the contracts you offer feel free to call or email me, I believe BDS still has all of my contact info to make that happen.