ComplaintsforRED Services LLC

• Initial Complaint

  01/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  As part of a divorce, we were forced to sell our home where Red Security was installed. When signing up for the alarm monitoring service, I suspected this possibility and asked the sales person to clarify the cancellation clause. I was assured that circumstances such as this would be understood by the company and that they would not hold me to the remainder of the contract.This is not the case, as the company has invoiced me for two years of service they will not be providing.I understand contracts are binding, but for a circumstance beyond my control, I think it's predatory behavior to hold this contract, especially considering their sales person assured me this would not be the case.

  

  Business response

  01/23/2024

  Hello,

  We apologize for your frustration here. One way we help with homeowners who move is we will move the system to your new home at no cost to you. This allows your new home to be protected as well. For customers who still decide to break their agreement early, we do offer an early termination discount. We would be happy to setup your equipment in your new home. 

• Initial Complaint

  12/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had them put security cameras in . One they pointed at a neighbors tree. Another looks right at a downspout. A third they drilled through the plaster board in the master bedroom. Now that the cameras are in and pinging all the time. I cant access the clips to see whats going on. They used their own code and password which disapeared after a week. They havent bothered to get me a copy of the owners manual, despite numerous, numerous requests or have a technician call or come out. Monday im going to their *********** offices and cancel my services with red. Not a good company to deal with.

  

  Business response

  01/25/2024

  This issue with the customer has been resolved. He confirmed today he would be removing the complaint from bbb.
  
  *****************;

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  All I can say is UNPROFESSIONAL. We signed up with this company through a neighbor and he completed all active areas of our home at the time with alarms and sensors; fast forward to when the renovation was complete (7 more windows and a door sensor) and getting ahold of this company was a JOKE. No answer or response, so we moved on to Brinks - great service and seamless transition only to find out recently that we're in a 5-year contract with Red Safety. Appallingly, after sharing our story of pitiful customer service, the representative contiues on repeat "A contract is a contract!" Do your research and stay away from this company!

  

  Business response

  10/18/2023

  Hello, 
  

  We understand the frustrations you are experiencing due to this situation. The salesman you originally worked with is no longer with the company. However we have numerous records of you speaking with the customer service team both before and after the remodel to discuss options. Your system has remained communicating and active throughout this time.

  Customer response

  10/18/2023

   
  Complaint: 20621501
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

• Initial Complaint

  05/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Back in 2017 I first called them to do a dryer vent service and ended up being talked into an alarm system. Signed the contract and went about my business for the 2 years just paying it not thinking about it. Even moved and had the system transferred to new house. They never told me my contract had ended after the move. So eventually we just used it every now and then. So when we were having problems with the system we called to have it repaired. They did not send a repairman they sent a salesman, we decided at that point to just go ahead and cancel and go with another company. I told ****** the salesman that I wanted to cancel the service on March 20th 2023. I again told them on the 24th of March to cancel the service. So on the 3rd of April I was charged for the month for $83.74, and i reached out and received a text message saying that ***** was going to reach out to me. I then sent a text message asking to a refund at that point I received a text back saying they would call me to start process. So I received an email with cancelation form and sent it back on the 7th of April. Now it is *** they charged me again of $83 so i called and asked and they said they would not give me a refund for either month because it was in the contract i signed. Yet my contract expired years prior and was told well its the contract you signed and have to give 30 days. I not only gave a verbal cancellation but a written one.

  

  Business response

  05/05/2023

  Hi *****, we are sorry to see you go after 6 years of ******** Like your agreement says, after the initial term, it goes month to month. You can cancel anytime at that point by sending the company a signed letter that verifies the real account owner wishes to cancel. The account will be canceled, service will cease, and payments will stop within 30 days of receipt of this document. The document was date 4/7/23 and was received 4/10/23. Therefore the final payment was 5/1/23 for April ******** Your account is canceled and there will be no more payments moving forward. 

  Customer response

  05/05/2023

   
  Complaint: 20002810
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer response

  05/08/2023

  I am rejecting it because i was told when I sent in the stuff back in March i asked for refund and they said they would work on it when I sent paperwork in. So I want my refund I was a month to month customer not on a contract. Also it does not take at least 30 days with a small company to take me out of the system.

• Initial Complaint

  03/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've requested cancellation three times now due to moving. I keep getting charged and have reached out to try and resolve. I want the auto withdrawals to stop and refund for this last month. I've tried, and emails aren't working with this company. I was a customer for at least 4 years so this isn't a term of a contract problem. I've moved out of the state and they haven't provided me with services since September 2022 and I've been charged $80 a month since despite repeated requests. I was just charged $115 and I'm done.

  

  Business response

  03/01/2023

  Hello *******,

   

  We apologize for your frustration in this cancellation process. We have strong security measures in place to prevent unauthorized cancellations on alarm systems.

  Like your monitoring agreement says, we need a written letter signed by the account holder to cancel an agreement. In addition, the monitoring agreement states that once this letter has been received, the account will be cancelled within 30 days.  We received this letter in late January and cancelled your account. The final charge was for the balance owed on the account which processed in February. Your account was cancelled in the manner specified in your agreement and there will be no further charges. If you have any questions, or need a copy of your agreement emailed to you, please contact us at ************. 

  Customer response

  03/01/2023

   
  Complaint: 19519289
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been using this alarm company since March 2016. I had no problem with this company for a couple of years. The contract includes an annual service. In the last 6 years this has been done only 2 times. The last service call was November 4, 2019. On one of these service calls the service person replaced batteries without removing the plastic wrap, of course the alarm was not functioning, it took weeks before anyone was sent out only to find out the issue was due to the incompetent service person. They tried to charge me for this visit which I refused to pay. I have been trying to get an appointment for a service call for 3 years, they have extremely long hold times, they drop calls, the person answering the phones is not very knowledgeable. I called twice today asking to speak with a supervisor….both times she was not available….I asked for a call back and did not receive one. I am paying for a service that is not available to me. My contract with them is until November 2022. I am paying $50.00 a month for monitoring….twice in the last 6 months I have had the alarm go off and I have not received a call from the monitoring company. Having an alarm does me no good if it is not going to be monitored and if I am not going to be notified when the alarm does go off.

  

  Business response

  05/09/2022

  In regards to this customer, we are eager to get her service scheduled and completed as soon as possible. We call and email our customers when they are due for annual service, however we cannot just show up and they do need to respond to schedule an appointment. We can be reached at 888-557-5167, [email protected] and customers can even text us through our website, www.redsafety.com. 

   

  Customer response

  05/09/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *************

*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. ↩