ComplaintsforBP Alarm, LLC

• Initial Complaint

  05/24/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We had a security system installed by this Company. We understood that there was a contract. We sold the property, notified them and continued to pay until the end of the contract. I called several times to let them know we wanted to close the contract. I was given different answers each time. Finally I was told all I had to do was send a letter requesting to cancel. I did so on April 19th. I asked for confirmation of receipt. I sent an email say that I had not heard from them and received a reply that they were working on it. I checked my bank statement today and saw that they took another payment from our bank account. I called and was told Id receive a call back momentarily. No call. I called them back and was told my letter had to be received by March 27 in order to cancel- I was never told this. They also said that it automatically renewed for another year. I argued against that. We did our part and everything we were told to do. Once again, I was promised a call back. Nothing from them. I am frustrated and have been lied to repeatedly.

• Initial Complaint

  05/16/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  In Sept of 23 we were notified that BP Alarm would no longer be able to provide services for our alarm because our unit was on 2g network and nationwide that system was shutting down.In October of 23 we notified in the company, in writing via standard post, that we no longer wanted to use their services.In December we were told by our credit card company that our old card had an attempted charge. We called ** and they said they never received our post but a lot of mail had gone missing around the holidays and to re submit the letter.In March we were still having attempts made on our old card, we never game them a new card number after submitting our first letter of cancellation.I called back in March and spoke to someone who said they hadnt received my request and that I could sign a piece of paper and take a photo of it and submit my request via email. Which I did.In April I was informed that my request couldnt be processed because it was missing my password to cancel. So I responded to the email with the password. They denied it because it wasnt all on one document. I needed new signature to submit it.So I resubmitted it with my name, address, password all in one phone.The said they will send me to collections for unpaid fees on services rendered.However, since Dec of 23 they havent been able to access our system and no services were rendered. When I spoke to a rep, he said it was my fault I didnt update the hard wear which was not in our original contract from 2014 I still havent received acknowledgment of cancellation and they said the contract will roll into a new 1 year contract if I dont cancel in time. We dont receive any services from them. They cant monitor anything for us. They are being predatorily and trying to trap us in a contract they cant serve. Now we are getting letters stating they are disappointed in us for not paying them. Please help us end they nightmare *******

• Initial Complaint

  05/02/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  In 2017, we went under contract with Security One. My agents name was *********************. He was great. One or two years later Security One was bought out my another company. I don't remember the name. We ended up ending out contract and no longer received service. I never got bills from anybody and had any issues. Then BP Alarm bought that company and all of a sudden I got bills from them saying we owe them money. At that point our main screen was dead (out of battery) so there is no way they were monitoring us. **** came out and confirmed there was no surveillance happening from any company. I have tried to talk to the customer service and explain this but they keep saying we are in contract with them but we never signed a contract with them and we never had anybody come to house as a representation of their company. Our panel was dead so it's not possible. They are saying they are going to send the bill to collection and seek legal action us when I never got into business with them. I need help! Please HELP! Thanks!

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  This company is a sham. Its an alarm company that I have been using *****-4 years and we moved and I tried to get someone to come out and look at our new facility and give us a price quote since our new building is much bigger and different then the old one. Well th me guy on the phone was very rude and wouldnt send anyone out. So when I tried to cancel they started telling me that I signed a contract which they never disclosed over the phone or in person to me. They just have you sign sign sign and its all Hidden in the fine print. Now they want to charge me so much money in order to cancel. These type of businesses should not exist. They are ***** and liars. I want my service canceled immediately with no bogus cancelation fees.

  Business response

  04/17/2024

  Hello ******,

  While attempting to ask questions about the new facility you told us you did not have time to speak to us and we could just send someone out to look at the space. Unfortunately, our technicians are not our salesman and do not speak regaring pricing of equipment, and often times equipment needs to be mailed to them. We would be happy to give you a quote via a phone call with discovery questions to determine just exactly what your alarm needs are.

  Customer response

  04/17/2024

   
  Complaint: 21293353
  
  I am rejecting this response because:

  the issue I has with them was there service and BP alarm trying to charge me more money for canceling the service. They try to hide the fact that when I told them there service was horrible and kept arguing with me even tho I have used them for over 4-5 years and just wanted a new quote and they wouldnt send someone to go to my new store and provide me a quote. I asked to cancel my services and they told me I couldnt just give them a 30 day notice that I had to pay then for like another year. There scamming people and forcing people to pay for years even tho they dont tell you when your signing up that if you cancel they will force you to pay another year in advance even if you dont use the services or cancel. Thats a scam. 
  

  I ended up going with vivent who is a competitor of ** so I do dont need there services anymore. What I want is for them to cancel the service and charge me for the last month I actually used the service and not try to charge me another year. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We have been trying to cancel our service with BP Alarm for more than a year. Last year my wife called to cancel and she was told that we can only cancel in a certain window once per year. When the sales rep came to our house he repeatedly told us that we could cancel anytime with a phone call and email. We were upset that we were *************** by the company but felt we had no choice but to continue to pay until the "window" date that was almost another year later. My wife noted the cancelation date she was told on our calendar and called again this year to cancel. Once again she was told there was specific days of the year to cancel and we had missed the window to cancel again. I also followed up with a phone call to cancel, and let them know we called at the time of year previously told to us. They said that was not what was in our contract, I asked for a copy of the contract and also left a voice mail to get a copy of the contract. No contract has been provided. I also sent a cancellation e-mail at the time originally told to us to cancel. I have also sent additional emails asking the company to stop sending us bills for a service we are no longer using. We stopped paying the bills after we called and emailed the company at the time we were told to contact them to cancel. We believe we have upheld what they told us was in the contract last year when we tried to cancel. Now the company is threating to send this to collections. This companies practice of auto renewing contracts for year long terms and making it nearly impossible to cancel service is unethical and doesn't seem like it should be legal. We would like this company to stop sending us bills for a service we believe has been canceled. Thank you for your help.

  Business response

  12/11/2023

  Hello *****,

  On 4/28/23 your wife spoke to one of our representatives and was advised that a cancellation notice must be submitted AT LEAST 30 days prior to the end of your contract and that she was welcome to send it at any time to cancel the service.

  On 6/16/23 we spoke to you and advised that your wife was told we needed a written request to cancel and that was still not received by our office. On this same date we emailed you a copy of your contract.

  Per our contract terms, the request to cancel must be written as fraudsters could log into your email and request cancellation of your system. To protect our company from potential lawsuits we require cancellation requests to have a handwritten signature.

  As resolution to this, you may request, in writing, service to be cancelled. Once written notice is received we can cancel your service immediately. The balance due however, is due, as we advised on 4/28/23 and 6/16/23 that a request to cancel was needed in writing by our office and we  still have not received this request.

  Customer response

  12/15/2023

   
  Complaint: 20990267
  
  I am rejecting this response because:

  The contract was sent to me for the first time this week.  No where in the contract can I find that cancelation needs to be sent by physical mail with signatures.  Attached is the copy of the contract sent to us.  We called and provided written cancelation requests in April, June and July yet we still receive increasing bills.  I am now also sending a physical written notification with signature.  We do not agree that we owe any additional money to BP alarm past May since we notified BP alarm before May that we would like to cancel our service. 
  
  Sincerely,
  
  *********************

  Business response

  01/05/2024

  Hello *****,

  We have received the first written request to cancel today. In April you were informed that cancellation must be made in writing, and again in June you were advised that cancellation needs to be done in writing.  We did not ever receive written request to cancel until today.  We have closed the account.  The balance on the account of $389.00 is due.

  Thank you

  BP Alarm

• Initial Complaint

  11/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  BP Alarm *** engaged in predatory misleading business practices to trap ** into a contract. We requested to cancel multiple times, starting with Vivo Alarm *** in June 2023. WE DO NOT HAVE A SIGNED CONTRACT. If you indeed have a contract with our signature and your logo, please send a copy. We contacted you in August 2023, because you sent us a bill, you were notified that our alarm company, Vivo, was being canceled. We were told we had 4 months to end the contract. We tried then to end the contract but you stated that cancellations can only be made by mail. So we sent in the payment with a cancellation note on the invoice and check.If you want to cancel at the end of your agreement please reach out to our cancellation department (THERE IS NO CANCELLATION DEPARTMENT) no later than 30 days prior(Prior to what). We have written on both the return invoices and checks themselves, for immediate cancellation, for two months, and since the bills were sent to the same address, I take them as being both sent and received in the time provided. All equipment has been removed. No technician has been out for 10 years. I do not have any info on your **** and we were never notified about any takeover. I talked, again, to Pb Alarm *** on 10/4/2023, to cancel the contract and were notified that on 10/5/2023 since they have not received written notification 30 days prior, (hand written cancellation notices on both checks and return invoices and on the phone) would not do and we were automatically enrolled for another year. I was then notified that I cannot cancel and the lady that handles these requests laughed when I requested to speak to her manager (She stated that she was the manager and would not let me talk to the owner that she is the only one that I get to deal with). This company engages in predatory misleading business practices that seem aimed at the elderly, to both confuse and lock them into services that they do not want nor need.

  Business response

  11/07/2023

  Hello *****

  On October 4th, 2023 you spoke to our cancellation department, and stated that you would not provide a written request to cancel, per the terms of your contract.  Your contract also states that if cancellation is not received 30 days prior to the end of your contract, you will enter into a 12 month renewal period.  You still have not provided a written request to cancel service. The terms of your contract were available to you at the time you signed the contract. We offered to send you a copy of the contract that you signed, and you stated you didn't care what the contract stated.  If you would like to obtain a copy of the contract you signed, please reach out to our office to provide the best email address to send your digital copy to.

  Customer response

  11/16/2023

  On October 4th, 2023, I did not speak to your cancellation department, I spoke to a female secretary who would not let me speak to anyone.  I wanted to talk to either the owner or her direct manager and was told, that she was the manager and would not let me talk to the owner that she is the only one that I get to deal with, then laughed at me A written cancellation of both services and enrollment, as issued to your company, on 9-18-2023, written on both the check submitted and cashed, as well as the invoice itself all submitted to the correct address given.  Have also tried to cancel 3 times over the phone as well as written notification to the old company VIVO.  How many times do I have to cancel?  Again I have never signed any contract with you.  Please send me a copy of said contract to the address given as I do not do these things over the email.  I am 80 and have 3 caregivers full time.  I have never stated that I never wanted a copy of the contract.  That is a falsehood, and since you are unwilling to give me a direct copy, I assume you do not have one.  

  Business response

  12/08/2023

  Hello *****,

  
  Attached you will find a copy of the contract that was signed.

  Thank you

  BP Alarm

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 1, 2023, BP Alarm assumed control of accounts formerly serviced by Vivo ***. Said as this complaint is associated with BBB complaint ******** and now continues with BP Alarm. The identified complaint was allegedly resolved in July 2023, after Vivo *** agreed to close an account which I had already closed. Additionally, though inactive, I continued to be charged for services. On or about August 13, 2023, I discovered another charge for alarm service from BP Alarm. The charge was disputed with my bank, and contact was made with BP Alarm customer service on August 22, 2023, via telephone to resolve the discrepancy. I was advised to email a copy of the documents noting the BBB complaint and its final resolution to ** representative ******** via email. The information was emailed to ******** on August 23, 2023, along with a request to assist with correcting the problem. There was no response. Subsequent calls to company telephone number ************** for follow-up and to report ongoing charges have been made but go unanswered.

  Business response

  11/07/2023

  Hello ********,

  We apologize for the missed email.  All charges from BP Alarm will be refunded and your acount will be closed.

  Customer response

  11/07/2023

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

• Initial Complaint

  09/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  BP Alarm Company engaged in predatory misleading business practices to trap ** into a contract extension. We requested to cancel multiple times with the response of having to wait until our contract was up. They stated "If you want to cancel at the end of your agreement, please reach out to our cancellation department no later than 30 days prior to July 14th, 2023, you will need to get the necessary information to us. If that is done your last billed month would be August of 2023." Nothing being mentioned about an auto 1 year renewal nor giving us a copy of our contract once we updated it in 2018. They sent us a screen shot of it after charging us $2 for it. A screen shot that is so blurry you can't read anything noted. I call after being notified we can't cancel and the lady that handles these requests laughs when I requested to speak to her manager stating she is the only one I get to deal with and that *******************, the owner won't accept my call and she won't provide his contact information.

  Business response

  09/06/2023

  Hello ******,

  The contract you state is blurry was sent to you in December of 2022, give you ample time to reach out to our team to let them know you could not read the information on the contract. In the email we did state "if you want to cancel at the end of your agreement please reach out to our cancellation department no later than 30 days prior to July 14th 2023". Nobody reached out to us to obtain information to cancel your service until we received your notice dated August 24th 2023.  A pink copy of every contract is left at the residence of our customers at the end of each service.

  As a company we are unable to know when you cannot read a contract on your end that is legible on our system, and didn't receive notification that you could not read the contract. You did not provide us the chance to fix the issue, until it was past your automatic renewal period.

  At this time, we have attached a copy of the signed agreement via PDF so that you may read what you signed on July 16th 2016.

   

  Thank you

• Initial Complaint

  02/26/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  BP Alarm Company engaged in predatory misleading business practices to trap us into a contract for services we did not intend to purchase and were not able to use. Nov, 21 Brinks Home Security sold our home security contract to BP Alarm. An appointment was scheduled to update equipment. We felt we didnt have a choice. The technician was rushed and uncommunicative. He finished work and told us we needed to sign that the work was complete. We signed the form but were not given a copy nor given time to read the document. At this point, we wouldnt have considered a long-term commitment with any company. We are both 90 years old and we about to sell and move closer to family.Our move was completed by *****. We sent a cancelation notice to Brinks (forgetting that the contract had changed).BP Alarm continued to withdraw until our accounts were closed in Dec 22. When they contacted us, we were advised to send a letter of cancelation within a week. After reading our note, they say we still owe for the balance of the contract. BP Alarm now says the paperwork we signed when the equipment was upgraded was actually a five-year contract with no right of recission after the first 3 days. They state their policy is to explain this prior to any equipment upgrades. We did not hear this before. They state that they always leave a copy of the contract. We were not given one.If we had read the document, we would not have signed. If we had a copy of the contract, we would have cancelled within 3 days. We asked for and received a copy of the contract, but it is only one page of a 2-page contract. We assume their three questions regarding this being a five-year contract must be on page 2. We are on a fixed income and do not have resources to pay for services we will never be able to receive. It is disappointing to have been taken in by such a disreputable business.

  Business response

  04/01/2023

  Hello. We have come to a mutual agreement with the customer and the account has been closed.

  Customer response

  04/02/2023

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

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/10/21 I renewed my contract with BP Alarm, cost of $38/mo. At the time, I told the tech that I would be moving in a year, so I only wanted to renew for 1 year. He said no problem. So I signed the contract. In Aug 2022 when I sold the house where the system was located, I called ** to let them know. They said they would put the acct on hold for 5 mos. while I looked for a new place. They started automatic billing, w/o any notification to me, again in Nov, even though I didn't have a place and no system existed. This was on an old bank acct, so I didn't notice right away.I called today (1/4/23) to cancel, as I don't need a ** system in my new place - it already has a system built in. They told me that I had signed a *************************************************************** a lump sum if I cancel, or I can continue paying $38 a month until Aug 2026.This is NOT what I was told when I renewed the service, although I can see it is on my copy of the contract. I feel like I was tricked, as the tech wasn't honest with me when he said the renewal was for one year.Even though it isn't needed, I asked to get the system set up at my new place, to finish out my contract. I was told that doing so requires me to sign a NEW 60 month contract, plus pay a $249 installation fee, even though the tech had told me I could transfer the service to my new place if I wanted to, or cancel it, either way. HE NEVER MENTIONED THAT I WOULD HAVE TO MAKE ANY ADDITIONAL PAYMENTS!!! I am in housing for limited income individuals, and even $38 a month makes a huge difference. I do not feel that the tech was honest, and I feel I was treated dishonestly and tricked. My preferred resolution would be simply to cancel the service with no payments needed, but if that can't be done, then at least come set it up at my new place for no additional fee, AS I WAS PROMISED.Thank you for your help in this matter.

  Business response

  01/20/2023

  ****** signed a new 60 month agreement on 8/10/2021, in our agreement it does not state that if she moves the contract will be voided. On the contract that she signed it clearly states the number of months on the agreement and the monthly charge. When ****** initially called to state that she was moving we advised ****** that we could delay payment for 2 month and could set up a system at her new home if she agreed to a new 60 month agreement and would have to pay any new equipment charges ($249) that were incurred by not taking her equipment with her.  The below note is from the agent who spoke with ****** in August 2022 after she moved. 

  8/31/22
  She moved to **********, she is in the middle of buying a house and agreed to do a system move with a renewal in the ********** area, I told her we could delay the payments for 2 months as long as she agrees to the renewal of 60 months and any new equipment fees R.S. 

   

  At this time, if the equipment where ****** currently resides is compatible with our systems we can send a technician to her home to transfer the service to BP Alarm with a new 60 month agreement, and waive the $249 for new equipment charges. We cannot waive the $99 fee for activation of the alarm system at the new home.

*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. ↩