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Business Profile

Burglar Alarm Systems

Mountain Alarm

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Mountain Alarm's headquarters and its corporate-owned locations. To view all corporate locations, see

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Mountain Alarm has 18 locations, listed below.

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    Customer Complaints Summary

    • 22 total complaints in the last 3 years.
    • 8 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/20/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Requested cancelation of security monitoring services on 11/10/2024 but am continuing to be billed.

      Business Response

      Date: 03/04/2025

      Dear *****,

      The cancellation of your account was not handled prior to as we did not receive the proper documentation to terminate the services for your account. I have since confirmed cancellation of your account as of February 28, 2025. We have issued a refund in the amount of $91.54 which was returned to the credit card on file. 

      Best regards,

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

    • Initial Complaint

      Date:12/11/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 have been a loyal customer of ********************** since 2016. Unfortunately in 2022 the panel needed an upgrade and was no longer responding. I was sent a new 4g card and installed in per the instructions. I was under the impression that the panel was then working, it lit up and did not show an error. It was a full year before the panel was again functional and required paying for a new 4G card. I was told upon a new agreement, I would receive a new panel, which I never received and instead I had to send the panel back for a software update in order to get it functioning. Despite not being able to provide the services billed fore, I was still charged for that entire year. I attempted to contact customer ********************** to cancel my contract early due to being disappointed in the service and was unable to get my issues resolved.

      Business Response

      Date: 12/19/2024

      Hello,

      Various attempts were made to reach the customer from the time the panel stopped communicating in January 2023. The security panel indicates when there is an error in the banner, on the mobile app and SMS messages were sent via our monitoring center. Once we were able to reach the customer, we made several offers and decided on an agreement at a lower monthly rate, with a free 4G module and 1 free month of service. The new module was shipped in early March 2023. Instructions were sent which advised the customer must call our office to activate the module; we did not hear from the customer until many months later after various attempts from our office to reach them. We finally made contact with the customer in January 2024 and offered a free overnight flash and install of the module to get the system communicating as quickly as possible. We have continuously worked with the customer on suggestions to better the poor signal strength they may have experienced and we also offer a 3 year warranty on the equipment if we are unable to find a solution. The system is currently up and running and has been receiving active signals for several months. 

      We understand that the requirement to fulfill the agreement sent last year has caused the customer some inconvenience, so we can offer to cover 35% off the balance of the contract which would total $265.11. 

    • Initial Complaint

      Date:12/04/2024

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 signed up for Mountain Alarm service and had it active for 6-12 mos. Due to poor customer ********************** and system functions, we canceled our service. We have called Mountain Alarm 5+ times to delete our data and to stop calling us and our emergency contacts. Mountain Alarm has neglected to delete our data to remove us and our emergency contacts from their system. I don't know how else to get them to respond and then file a BBB complaint.

      Business Response

      Date: 12/05/2024

      Dear *******,

      I apologize for the trouble you've experienced with cancelling your account. I see your contact information was removed from our records on November 26th and the account was fully cancelled on December 4th. I can ensure you will no longer receive any automated phone calls regarding your system. Please let me know if there is anything else I can do to help. 

      Best regards,

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

    • Initial Complaint

      Date:08/20/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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've been trying to resolve this issue with Mountain Alarm ****************************** I believe they are doing business as B Safe Security. I have been dealing with this since May of 2024. I asked them to discontinue service because I was unhappy with the service and price. I want to hire a new Monitoring service. The new company asked me to get the dealer code from B Safe Security, they need it to switch the service. I was told by B Safe, I need to send them an email to cancel and they will send me the dealer code. It has been 3 months of tiring to get this info. They are still sending me past due invoices and have not given the code. I need them to give me the code and stop sending invoices.

      Business Response

      Date: 08/23/2024

      Dear *****,

      I apologize for the delay in the cancellation of your account. The account was mishandled on our part and the cancellation request was missed by our office. We will be cancelling the account effective immediately and will be crediting off any outstanding balances. Regarding the dealer code for your alarm system, the system was installed by another alarm company and they typically do not release those codes due to liability reasons. However, we have attempted to obtain the dealer codes for you. I will email you directly with the information. Should the codes be invalid, the system would unfortunately need to be defaulted and reprogrammed by your new alarm company. 

      Best regards,

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

      Customer Answer

      Date: 08/23/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:08/16/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      My new home owners insurance wanted me to have alarm and monitoring service. My old company did not. I had the insurance for 1 month and the canceled. My new company doesnt require a service. When I bought the monitoring service it was done all over the phone. I have no contract. I can find. I talked to a salesman once for a few minutes. I went to ****** and they told me I had a 3 year contract. Ive never had a three year service contract for anything in my life. I certainly was never told this. I called the company and asked to talk to the sales person. No one has contacted me

      Business Response

      Date: 08/21/2024

      Dear *****,

      Our local office has since been in contact with you regarding the agreement and cancellation of the monitoring services at your request. Our representatives ensure to disclose the terms of our agreements during every transaction and they are also included on the first page of the agreement for your review prior to signing and executing the agreement which was obtained via DocuSign. We have agreed to waive the remaining terms of the agreement and allow cancellation of your service with no penalty. Your account will be cancelled once we receive the termination request sent to you electronically. 

      Best Regards,

    • Initial Complaint

      Date:06/17/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 have owned ***'s Flowers and Gifts in ******, ** since April of 2022. Since taking over this business I have had multiple issues with Mountain Alarm (they state they are in ******, **, however, billing statement and addresses listed with BBB state Ogden, **). The problems have centered on false alarms / faulty alarms. I have paid at least $500 in false alarm fines, not to mention my monthly service with Mountain Alarm. I have contacted Mountain Alarm to request information about what type of alarm was set / how / why and if my equipment is faulty. I never get a call back about my questions. When I call to follow-up I only get to speak with their AR person for billing. After paying all the fines in 2022 and 2023, I received a notification / bill from the alarm monitoring company that the ************** and Mountain Alarm use that stated a false burglary alarm was triggered on 1/22/24 at 5:35 PM. Not only did that not happen, as I was here on that day at that time alone and never seen / heard any alarms, nor did the police show up (they should have for a burglary alarm being set off). I have been going in circles to get to the bottom of this one, as I won't pay this $200 fine. To appeal this I have to pay $25 with the alarm program. I feel (and many other businesses feel the same, per my Yelp research) that this is not an alarm service where we can rely on the alarm system, we cannot even get responses by police or Mountain Alarm if alarms are triggered. I finally cancelled my service as I realized I was under a false sense of security. I now take all monies home and pray no one breaks in my flower shop. The alarm monitoring company will not address my questions unless I pay for the appeal and Mountain Alarm will not address my questions; only stating it is faulty equipment. Isn't that on Mountain Alarm to provide alarm systems that actually work / can be relied on?

      Business Response

      Date: 07/12/2024

      Mountain Alarm has a branch located in ******, **, however, the billing remittance is in *****, ** as this is the location of the ***************** The alarm history indicates four burglar alarms dating back to February 2023 which resulted in dispatch by the local authorities as we were not able to make contact with a representative on site to disregard the alarm. Unfortunately, false alarm fees are issued by the city and are not under the control of Mountain Alarm. Our office contacted the customer on various occasions using our automated system to advise of issues with the communication of the system in which no acknowledgment was received. Our records do indicate where the customer spoke with our monitoring center requesting assistance and this information was passed to the local office, however, I was not able to locate any information on whether the customer was contacted. 

      Our records indicate the local PD were notified and dispatched to the false alarm on 1/22/24; any further information regarding the dispatch details must be obtained from the local PD as Mountain Alarm does not have this information available nor are we able to influence if and when the authorities are able to dispatch. It appears the false alarm was caused by a glitch in the system therefore we will issue a refund of $200 to cover the fine. We will also waive the fee of $303.55 for the early termination of the agreement. 

      Mountain Alarm would absolutely address any issues or concerns if given the opportunity; regrettably, there was some disconnect in our communication with the customer. 

    • Initial Complaint

      Date:06/17/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 April 11, 2024, we were talked into getting a new front door video doorbell by Mountain Alarm instead of fixing the problems with old doorbell. Cost with replacement of one of smoke detectors was $840.91. Instead of working correctly, all we got was a "clunk" when the doorbell was rung. Since we had just paid $840.91 for a new doorbell, we thought maybe the 20 year old bell box was the problem. We removed the bell box, but still had problems.We had Mountain Alarm return and repair all the wiring and test the new doorbell. Cost $228.75. We were then told by a very ********************* from their office, that we have no warranty even though their technician did all the wiring. $1,070 is a very hefty price for a non-warranty item.Would like to add that we have been a Mountain Alarm customer since October 2017 when they purchased United Security systems (who we were a customer with since 2005).

      Business Response

      Date: 06/18/2024

      Hello, due to the wiring being cut by the customer after the new video doorbell was installed on 4/11/2024, the warranty was voided and could not be issued towards the technicians second visit on 4/29/2024 to repair the wiring that had been cut. This is due to liability reasons which are covered under our agreements to protect the customer's system and home. We understand that the customer may not have known this information at the time of trying to remedy the issue themselves, therefore we will offer to waive the invoice of $228.75 and issue a refund check to the customer in the amount of $228.75. 

    • Initial Complaint

      Date:06/04/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      An employee came into our retail store in the mall and led the employee working to believe he was from the local fire department and had to urgently inspect the fire extinguishers. The employee on duty was a minor only 16 years old and allowed this individual to have inspect the fire extinguishers believing he was from the fire department as the employee repeatedly inferred the employee could get in a lot of trouble if he did not allow this inspection. The employee was very frightened. After a one minute inspection he left. The company is now presenting us with an unpaid bill for hundreds of dollars for the inspection and has been making harassing calls and texts to collect this amount. At no time was a bill ever presented or was it communicated this was an optional service complete scam

      Business Response

      Date: 06/18/2024

      Hello, I researched this scenario with our local branch and found record of the inspection being requested/scheduled by an employee named Cade on 1/17/2024. The work was performed by a technician that is no longer with our company therefore I do not have more details to provide on the specific scenario other than the work being completed. I apologize for the misrepresentation and lack of professionalism displayed by this technician. Our company does not advocate for this type of behavior. I have issued a credit towards the invoice of $110 which will eliminate any outstanding balances and will cease any correspondence from our collections department. 

    • Initial Complaint

      Date:12/09/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      During the month of March 2021, I contacted Linked Interactive to cancel my alarm monitoring service because I was moving. On March 4, 2021 *************************** emailed a document stating "*************************** voided Link Interactive Alarm Monitoring Agreement-*********************. I assumed that my request to terminate the monitoring had been honored. In my review of my credit card statement I discovered that the $18.00 had continued to be charged. I have moved twice since the time that this company supposedly monitored my security system so not only did this company fail to stop charging my card but they are charging me for a service that they are not performing. In December 2023, I contacted the company and was sent a link to stop the service but they deactivated the link. I need assistance in obtaining a refund for services not rendered and your assistance in terminating the agreement.

      Business Response

      Date: 12/14/2023

      Hello ******,

      We appreciate you reaching out to finalize your cancelation.We take account ********************** and the closing thereof very seriously and will not do so without written permission or a signature on a cancelation document. These documents have been sent to you on the occasions you mentioned but have not been signed and returned to us.  We are able to use this written request in place of that signature and have scheduled your account to cancel today. Per our last conversation you were going to pay December 2023 as well,However I have taken care of that for you and nothing is owed.  Do let us know if you have any questions. 

      Best,
      Link Interactive. 

    • Initial Complaint

      Date:11/22/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      In May 2023 I had my home phone disconnected because I didnt use it because I used my cell phone all the time. I did not realize that by doing this I would disconnect my home security system because it was tied to my home phone. I then received a bill from the security system (mountain Alarm-Linek Interactive-copperstate) which is due each quarter. I paid the total bill because of my mistake, I also contacted the security system and spoke to a person and explain the situation. She told me that she would have her manager contact me which she did. Her name is tracy i again explained to her what I did and she told me that she would send me paperwork to renew my contract and have someone come to the house . She also stated that she would credit me $40.00 and that I was to disguard the bill. Three months later I still have not heard back from the security system. I then got another Bill in the mail I called again and spoke to Tracy and she said she would send me paperwork again and have someone call to come to the house. Once again three months later I still have not heard anything from the security system. I then called tracy again and left a message that i did not want anyone to come to my house since I never received any paper work to renew my account. I told her to cancel everything on August 28/29 that I did not want there service. I received a phone call then from Dessirae Mcdonald asking me when I was going to pay my bill I explained to her that I spoke with tracy and explained that I know longer wanted there service she said she will talk to Tracy which she did and got back to me on on Oct 23, 2023 stating that I only had to send her an email stating that I did not want there service. On Oct 23, I sent them an email stating that i did not have service for month . since then I have gotten two bills stating this is my 2nd notice. I sent Dessirae McDonald another email stating that I received another bill she sent me one back stating that Cancellation will be finalized upon the receipt of the final payment of $40.00 for the months of Sept and Oct. I again sent her an email stating that I did not have service for months that I tried to call and cancel my services and still they are requesting payment. I am at wits end with this matter that I have called sent emails and now they are telling me I have to pay $40.00 for a service that I have not had for months. Could you please help with this matter? Thank You

      Business Response

      Date: 12/04/2023

      Shirley, we apologize for the confusion and frustration you've experienced while trying to cancel your account.  Both open invoices have been credited off and your account is now closed.  Thank you.

      Customer Answer

      Date: 12/04/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ******* ****

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