Complaints

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

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• 

  Liberty Security Systems Inc

  5640 104 St NW Edmonton, AB T6H 2K2

  
• 

  Liberty Security Systems Inc

  PO Box 17121 West Palm Beach, FL 33416-7121

• 

  Liberty Fire & Security Solutions INC

  PO Box 17121 West Palm Beach, FL 33416

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:07/07/2025

  Type:Sales and Advertising 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.

  I have been a customer of ********************** for over 4 years at my current residence. When the keypad to the front door malfunctioned, I called to request technical support with the issue. They informed me that the keypad would likely need to be replaced which I had to pay for. I was never informed that I was responsible for replacing faulty equipment. I then purchased a cheaper option for the keypad and called them back several months later to have them come in to install and connect the keypad to the security system and they notified me that I'd be charged for this as well. I have never paid any fees to have a tech come in to resolve issues with equipment in the past. I have had technicians come in free of charge several times in the past. I would not have renewed my contract with them had I known they changed policies regarding technical support (without informing me). At this point I am paying monthly for a service that doesn't fully function. I cannot enter my house normally due to the faulty keypad and even if I do the installation myself, I cannot connect it to the security system as that must be done on their end. I shouldn't have to pay to have someone come in to provide the service I'm already paying for.

  Customer Answer

  Date: 07/07/2025

  Hello,

  The message I recieved from BBB does not indicate the correct business. My complaint is concerning Liberty Security. Can you please amend this request to reflect the correct business?

  

  Business Response

  Date: 10/07/2025

  To Whom It May Concern,

  Please find Liberty Security response to Complaint ID ******** below:

  After reviewing your complaint thoroughly, we understand that Ms. ***** is dissatisfied with our warranty policy. We sincerely apologize for any inconvenience this may have caused. Below is a summary how we have addressed the concerns.

  On July 9, 2025, our Technical Support Team Leader contacted Ms. ***** to review and clarify our warranty policy for both equipment and service. During the conversation, Ms. ***** chose to proceed with the purchase of a new door lock. As a gesture of goodwill, we agreed to waive the installation fee and provide a complimentary full system inspection. Ms. ***** expressed satisfaction with this resolution.

  If you have any other questions or concerns, please contact me directly at ***********************

  ******* ************ (Senior Manager, Client Services)

  Customer Answer

  Date: 11/07/2025

   
  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:12/06/2025

  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 have been with Liberty Security Systems for seven years. I am in a duplex I own now. I have had mobility issues since June 2023. I have stairs in my home and I am on long term disability. Liberty has only offer me a contract for 36 months or ** months and I need to go month to month as I may be selling my home soon. I have low mobility and will need to move to an apartment when I can no longer do stairs. I have stairs in my home now and as long as I can get up the stairs, it is better for me to stay here. But my health is uncertain and I don't know how things will go for me. I cannot sign a contract for a security system, I will be renting when I sell my home. You can't have security system in rentals. I do not know when I will have to move. I am willing to go month to month but they said no. And the customer service rep said my Rogers chip will stop working at the end of July **, 2025. They want me to pay ****** for a new chip. or with a ** month contract ***** for the new chip. My service cuts off at the end of July and my current contract is until October so they say I have to pay my monthly amount until October. And I will have no service for August, Sept and October. I told them I am not paying to upgrade the chip. Today they said ****** not the ******. I am on CPP Disability and Low income. Can they charge me when they aren't giving me any service? A person dealing with health issues shouldn't have to deal with all of this difficulty in a company.
  

  

  Business Response

  Date: 16/06/2025

  To Whom It May Concern,
  Please find Liberty Security response to Complaint ID ******** below:

  We appreciate Ms. ******* sharing her concerns, and we truly
  appreciate her loyalty over the past seven years. We understand that health and
  housing uncertainties can make long-term commitments challenging, and we’re
  sorry this situation has added stress during an already difficult time.
  We want to clarify that we do offer flexible pricing and
  contract options, including shorter-term and month-to-month arrangements.
  However, month-to-month service does come at a higher cost, as it falls outside
  the standard agreement structure. We always aim to provide fair and accessible
  solutions and are happy to work with her to find the option that best fits her
  circumstances.
  Regarding the upcoming 3G network sunset, this is an
  industry-wide change driven by the cellular providers and affects all systems
  that rely on 3G technology. We’re providing customers with advance notice to
  ensure uninterrupted service and have been offering discounted upgrade
  options—including a reduced price for the new chip when paired with a
  short-term agreement. While her current contract runs until October, we are
  still providing monitoring and support, and we want to make sure she remain
  protected during this transition.
  We would like to revisit her options, and will have someone
  from our team reach out directly and walk through the available solutions that
  might better suit her needs and budget.

  If you have any other questions or concerns, please contact
  me directly at ************** **** ***

  Regards,
  ******* ************
  Senior Manager, Customer
  Experience & Operations Support

  Customer Answer

  Date: 18/06/2025

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

  nobody I know is paying extra for this upgrade. They want an extra year on my contract to Oct ****. Which I cannot do as I may not be able to climb my stairs in my home at any time. As this is a disability issue and I am on Ltd, I feel the company is being unfair. I won’t sign a contract and I won’t pay for the upgrade. That isn’t fair when everyone gets it free. I can’t sign a contract due to my health uncertainty. I will end my contract in October. When I sell my place, I will say, I left Liberty due to poor service. 
  

  
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 18/06/2025

  We are unable to comment on offers made to other customers or by other companies. However, we have been trying to connect with Ms. Cummings directly to discuss her situation and work toward a suitable solution. We would prefer to continue this conversation privately to ensure it is handled appropriately.

• Initial Complaint

  Date:31/01/2025

  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.

  My mother died on December *******. She has an existing contract with Liberty Security Systems which I was told by a representative has 8 months left in the contract *** made several attempts to have the account closed. I was asked to email a confirmation of death certificate from the funeral home. I emailed the the requested document on January 16th,2025 That same day I spoke to ******* ******* who is identified as a **************** loyalty respresentative. Bolivat advised me that the estate would be responsible for completing the remaining 8 months of my moms contract but if the estate didnt have money they would void the the account On January **, 2025 he stated the estate would receive a discounted invoice for the remaining time in the contract but specifically stated they could not guarantee a timely complete disconnection bc of a number of internal processes they have to follow. I emailed again on Jan ** and was advised by Bolivat there is no resolution My mothers estate does not have any money Im also concerned the company will continue billing her bank account and accruing NSF fees. I am on that account

  Customer Answer

  Date: 31/01/2025

  I just realized the business name is wrong in this

   

  The business is liberty security systems 

  

  Business Response

  Date: 31/01/2025

  To Whom It May Concern, 

  Please find GardaWorld (Liberty Security) response to Complaint ID ******** below: 

  After reviewing the complaint thoroughly, we understand that Mr. **** is dissatisfied with the balance of agreement remaining on his mothers account. We sincerely apologize for any inconvenience this may have caused.
  As our Loyalty agent explained to Mr. ***** the agreement his mother, ***** signed was for a 36-month term. As a result, an early termination would leave a remaining balance owing. While our agent offered a discount in consideration of the circumstances, Mr. **** declined the offer.
  To further assist, we reached out to the representative who originally signed **** up and received approval to waive the remaining balance as a goodwill gesture. We appreciate Mr. ***** patience while we worked toward a resolution.

  If you have any other questions or concerns, please contact me directly at ***********************

  Regards, 
  ******* ************
  Senior Manager, Customer Experience & Operations Support
  

  
  

  Customer Answer

  Date: 03/02/2025

   
  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 as long as the balance is voided within a reasonable time.  I believe a reasonable time would be by Wednesday  
  

  Can you get a timeline from them? They mentioned previously that a disconnection would be lengthy.  
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:15/01/2025

  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.

  Liberty Security contacted me, stating that they required payment of *****, for the months of July through to December due to the fact that they had been accidentally billing someone else for these months. During this time, they had called and offered us a contract extension, which the offer of not having to pay until March 2025. We declined the offer but I noticed that no payments were being withdrawn. I emailed them with the concern that they had not taken payments, and they stated that everything was fine, and that the next invoice was scheduled for November ****. At no point did my banking info change during this time. Or at any point during my contract. I am willing to pay through to the end of my contract (April 2025), but am in no position to pay the large sum that is due, from the error of the business, even though I had contacted them when I noticed no payments were being taken.

  Customer Answer

  Date: 15/01/2025

  The complainant is for Liberty Security Systems, as per their website, their head office is located: 

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

  ********, AB

  *** ***

   

   

  

  Business Response

  Date: 20/01/2025

  To Whom It May Concern, 

  Please find Liberty Security response to Complaint ID ******** below: 

  After reviewing your complaint thoroughly, we understand that Mrs. ***** is dissatisfied with discrepancy in the billing. We sincerely apologize for any inconvenience this may have caused. Below is a summary how we have addressed their concerns.
  On January **, 2025, we informed Mr. ***** that Liberty Security has decided not to charge them for the disputed invoices. We believe this resolution fully addresses the matter, with both parties satisfied with the outcome. Additionally, we provided the customer with a direct extension to ensure clear and efficient communication for any future concerns or issues. 

  If you have any other questions or concerns, please contact me directly at ***********************

  Regards, 
  ******* ************
  Senior Manager, Customer Experience & Operations Support

  Customer Answer

  Date: 20/01/2025

   
  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:15/11/2024

  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.

  Liberty Security bought out Turnip Homes. I very much do not like the contracts that Liberty Security has which is why we went with Turnip. What I am upset about is that Liberty never got my approval to continue services through them and now they wont let me cancel without a fee which is why I never wanted them in the first place. On top of it the doorbell/camra hasnt worked in over a year and Liberty hasnt repaired the equipment and yet still wants to charge us. On Sept **** 2020 we signed up for a security system through Turnip Homes. The reason we purchased through them is because the contract. Through Turnip I own the equipment and pay Turnip a monthly fee for a givin length of time for the equipment till the equipment is paid off. On top of that we are charged a surveillance fee. After the equipment is paid for the equipment is 100% mine and if I decide to opt out of the contract I finish buying the equipment and we are done. With Liberty you do not own the equipment and you sign up for a contract value and if you want to opt out you have to buy out the whole contract. I want out of this system and if Liberty has forced me into there contract against my will and now if I dont pay them or do anything they want I have to pay. This isnt right because I didnt want there service in the first place which is why I bought from turnip

  

  Business Response

  Date: 26/11/2024

  To Whom It May Concern, 

  Please find Liberty Security response to Complaint ID ******** below: 

  Thank you for bringing these concerns to our attention. While we understand Mr. ********* frustration, there may be some misunderstandings about his agreement and the transition of services from Turnip Homes to Liberty Security.
  Under the terms and conditions of his original agreement with Turnip, the company had the right to assign all or part of the contract to another provider. This provision is in place to ensure continuity of service and support for customers.
  Mr. ********* agreement, now serviced by Liberty Security, includes both equipment and monitoring services for the full duration of the contracted term. As outlined in the original agreement, early termination of the contract incurs a penalty. Therefore, we are upholding the terms of his existing agreement.

  Regarding the issue with Mr. ********* doorbell camera, we sincerely apologize for the inconvenience this has caused. We have been actively working to address his concerns and have been attempting to resolve the matter since August 2023. Following this recent complaint, one of our supervisors reached out to discuss a resolution, as we remain committed to finding a satisfactory solution. We encourage Mr. ******** to work with our team so we can address these issues as quickly as possible.

  If you have any other questions or concerns, please contact me directly at ***********************

  Regards, 
  ******* ************
  Senior Manager, Customer Experience & Operations Support
  

  
  

  Customer Answer

  Date: 29/11/2024

  I have the original contact from Turnip it is not the same as the new contract that Liberty has. Liberty never gave the option to opt out of there services when they changed the contract. They never sent out the new ones for our review. They simply bought out Turnip and then converted all the contracts to theres and have forced me into there contract against my will and now are forcing me to pay them a sum that is much higher to get out of the contract 

  Customer Answer

  Date: 29/11/2024

  I have the original contact from Turnip it is not the same as the new contract that Liberty has. Liberty never gave the option to opt out of there services when they changed the contract. They never sent out the new ones for our review. They simply bought out Turnip and then converted all the contracts to theres and have forced me into there contract against my will and now are forcing me to pay them a sum that is much higher to get out of the contract 

  Customer Answer

  Date: 29/11/2024

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

  

  Business Response

  Date: 02/12/2024

  We have informed Mr. ******** that the agreement we hold is identical to the Turnip agreement he referenced in his claim. Our supervisor, who has been working closely with Mr. ********* advised him that we are upholding the equipment cost while waiving the remaining balance for services. Mr. ******** has agreed to this resolution.

• Initial Complaint

  Date:18/09/2024

  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.

  I have been a customer of ********************** for almost * years. When I signed up they told me if I moved, they would move my system to my new house. I moved once in 202* and they moved my system. I am now moving again and they want to charge $*** for this move. I mentioned the policy AND pointed out their own website: ********************************************************************** that specifically states my move, which meets all requirements, should be no charge.When I pointed this out, the response was "I have brought the article to my team- and we would still be adhering to the ****** move team. I can offer a ** month extension to replace the cost"I have since asked to speak to a manager to explain this further as the customer service representative told me on the phone that since it's my second move, they have to charge me. In no way was I told only * move was free and in no way is this represented in their support material. They told me it was in my original contract. When I looked, there was no such reference to more than one move, and when I asked, they told me to look at the GENERAL clause that the customer was responsible for all service charges. Again, I believe this to be a misrepresentation of their policy even when their own website outlines the conditions. I can provide the email thread if required. Thank you for listening.

  Customer Answer

  Date: 19/09/2024

  The contract is too big to attached.

  I have resolved this issue with the business as they are not charging me the move fee after a few back and forths.  I would however like the BBB to acknowledge that they claim to provide free moves of their system but do not indicate or tell you that it only applies to the first one.  The weblink attached shows it is their policy under certain conditions which I meet.

  Thank you,

  *****

• Initial Complaint

  Date:06/08/2024

  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.

  My credit report notified me of Liberty Security doing a hard enquiry on my credit report. Doing so lowered my credit score .. I did not authorize this

  Customer Answer

  Date: 08/08/2024

  I want the hard enquiry removed from my credit report here in ****** as well a stiff warning not to repeat their behaviour with anyone else 

  

  Business Response

  Date: 09/08/2024

  To Whom It May ************************ find Liberty Security response to Complaint ID ******** below: 

  After reviewing your complaint thoroughly, we understand that **************** is dissatisfied with her credit being run without her consent. We sincerely apologize for any inconvenience this may have caused. Below is a summary how we have addressed her concerns.

  As part of our standard procedure when entering into a service agreement, we conduct a credit check on prospective customers, but only with their consent. Unfortunately, our Authorized Dealer was unable to finalize the sale with ****************. After **************** raised her concern, one of our customer service agents contacted her on August *, 2024, to inform her that Liberty Security had promptly submitted a reversal request to TransUnion. **************** was also advised that Liberty Security does not receive confirmation once the reversal is completed, so she will need to follow up directly with TransUnion to verify the update.

  If you have any other questions or concerns, please contact me directly at ***********************
  Regards, 
  ***************************************
  Senior Manager, Customer Experience & Operations Support
  

  
  

• Initial Complaint

  Date:01/05/2024

  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.

  Liberty Security produced invoices on my name while has not delivered any service to me or my residence. Refer me to a collection company providing a erroneous phone number and a fictitious email address. I only found out 5 years after when i was trying to obtain a mortgage and when the bank runned my record I was shocked to see it. I live in a different province and have not retained their services. This company had committed a serious illegality and a tremendous damage to me personally and financially.
  I need them to provide an apology letter, refund $264.53 paid in protest because they declined to clean their file which affected my credit. **** ******* ** * ******* ****** ** *******

  

  Business Response

  Date: 02/05/2024

  To Whom It May Concern,
  Please find Liberty Security response to Complaint ID ******** below:

  After reviewing the complaint thoroughly, we understand that
  *** *****
  is dissatisfied with being responsible for
  the balance of contract even after she had moved.

  Initially, *** ***** communicated with our Senior Collector,
  who reminded her of the original agreement she had jointly signed with her
  partner at the time. When her partner requested cancellation, the proposal was
  to divide the remaining balance of the contract between both parties. ***
  *****'s share of the balance remained outstanding until recently, when she made
  contact.

  Furthermore, on April 30, 2024, I sent an email to *** *****
  informing her that her account has been removed from our collections agency and
  that we will be closing the file, marking it as paid in full.

  We sincerely apologize for any inconvenience this may have
  caused and empathize with any frustration experienced. However, based on our
  assessment, no credit adjustment is warranted.

  If you have any other questions or concerns, please contact
  me directly ** ************** **** ***

  Regards,
  ******* ************
  Senior Manager, Customer
  Experience & Operations Support

  Customer Answer

  Date: 02/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The service is delivered to a house not to a person. I am not residing to the address on the contract since June 2016. Liberty Security delivered the home alarm service to residence where I am not residing since June 2016 and I am not an owner. The ownership has been transferred to my then partner through a legal process in June 2016 and he had assumed all responsibilities. I have returned to Ontario in June 2016 and have changed my phone number. Liberty Security continued to invoice me for 6 years to *** ******** ***** ******** **** *** ** ******* ***** * **** ** ****** ******* ***** **** ***** ** ** ******* ** invoice a person for a service which was not delivered to such person. Furthermore, Liberty Security contacted the owner of the house where they delivered the service around 2019 and found out that I am no longer residing there so Liberty Security decided to pass a judgment and hold me responsible for a portion of the service that I have not benefited nor have I been responsible. Liberty Security is not a court and does not have the juridical power to pass a judgment to decide who is responsible for the cost of service. The court and legal documents signed at departure supersedes any wrong opinion undertaken by Liberty Security. ******** *** *** ******* **** ******* ******** ********* ** ******* ** ** ******* **** *** *** ******** ** ** ***** **** ***** 

  Liberty Security provided a fictitious email to *********  which had never belonged to me nor it is on the contract. Beside that Liberty Security provided a phone  number that has not belonged to me since June 2016 so in other words Liberty Security provided erroneous, misleading and false information to collection company, ********* and severely damaged my credit record. I was not aware of the default payments until April 30th, 2024. If I was aware I would have been communicating with them to solve the problem. Reading reviews about the company I have seen that Liberty Security enforced their contracts on new owners of residences under the pretext that the service is delivered to a house not a person so in my case they should have applied same. 

  ***** ******** ** ******** ******** *********** *********** **** Their duty was to collect the unpaid balance from the owner/resident of the house but instead L. S. decided to assume the ********* ***** ***** ** ******** After communicating with the owner and being confirmed that I no longer live there L. S. continued to ****** ********** *** invoice me on an address where I have not resided for 9 years nor have I been aware of the unpaid balances. It also look that L. S. had ******** **** ** ** ******* knowing that I have not resided at the address where they invoiced me and knowing that I have changed the phone number. Liberty Security provided a fictitious email address to the collection company. L.S. tries hard to cover up the illegality committed, but ultimately they are responsible for the injustice done to me, for my financial loss and for the negative credit caused by their wrong doing.

  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 09/05/2024

  In addition to the recent rejection, I received a letter from *** ***** expressing her concerns once again. In response, I've provided a summary addressing our joint contractual obligations throughout the agreement's term, along with a detailed timeline of events leading up to the termination of services. I want to emphasize that there was no formal cancellation of the account, nor any indication that *** ***** had left the province. 

  Seeing that the full balance of the agreement was settled back in October 2019. As goodwill, we will be issuing the refund of $264.53 for the months following that date. I truly appreciate *** *****'s patience as I thoroughly investigate this matter, and I sincerely apologize for any inconvenience caused by the delay in rectifying this issue.

  Customer Answer

  Date: 12/05/2024

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

  Liberty Security has reported me ********** and ******* Canada with no merits as the balance was paid 2 years prior to Liberty Security referring me to a collection company. It seems that Liberty Security do not understand the seriousness of their wrong action to report a person while that person has not owe them any money. It also seems that Liberty Security does not understand the consequences of their wrongful reporting and the affect on the person they wrongfully reported.

  Due to Liberty Security wrong reporting,  I was refused to open a business bank account. The bank has placed a alert on me profile. I had an excellent credit before Liberty Security placed a wrongful reporting on me. All the above had a serious effect on me, personally and business as well. For two weeks I could not complete my business operations, could not deliver payments or receive payments. I was unable to concentrate on my business because I had to communicate with *********, **********, *******, Liberty Security, the bank to find solutions to resolve the immense affect Liberty caused me. 

  ********** has also put a general alert on me, which is still active. prior to Liberty Security wrongful reporting on me, I have always had an excellent credit and never had any issues related to defaulting in payments, collection, credit irregularities, etc. 

  All I was asking Liberty Security was to write a letter to *********** and ******* to inform them of wrong reporting and help with regaining my credit to where it was. I need TranUnion to remove / rescind the alert placed on my record due to Liberty Security wrong reporting.

  It appears that Liberty Security refuses to do so, which leaves no other alternative than legal action if their reply to this request is negative.

  Liberty Security must assume the responsibility and liability of their wrong action.

  ****** *****

  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:05/02/2024

  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.

  I Purchased my home in 2022, taking possession on July 1st. Upon purchasing the home we were informed that the seller had a contract with the security company that had 18 months remaining from July 1st 2022. The seller was so kind as to pay their remaining contract in full, so we would not have any responsibility for it. After moving in, on July 13th 2022 I signed a contract with Liberty Securities Inc to take over the previous account which was now prepaid.
  
  The contract I signed stated "This agreement shall have a term of 18 months" and "the parties hereto have signed this contract to take effect on 22-07-13." although verbally I was informed the contract ended on Dec 31st 2023. A notable date is 18 months from 22-07-13 is January 13th 2024.
  
  I was advised I would never pay anything as long as I provide written notice to cancel my account within 30 days of the end of the contract. I sent the required notice on Nov 21st 2023 and received written confirmation from Liberty Security Inc that my cancellation request was received.
  
  In January 2024 I began receiving overdue invoice notifications and as of today (February 5th 2024) I am being advised that my contract ends tomorrow, February 6th. This is a seemingly arbitrary date with no connecting to the contract I have signed, or the original owner's contract date.
  
  I have cancelled my prepaid account within the required time to notify, but I am being constantly emailed about overdue invoices. In order to take over the services I was forced to agree to a hard credit check, and now I worry that their clerical error will negatively impact my personal credit.
  
  In response to my last email to customer service which contained a copy of my contract, I received the extremely helpful response of "It was a pleasure doing business with you. You can pay for the invoice from the link below." Zero customer service.

  

  Business Response

  Date: 07/02/2024

  To Whom It May Concern,

  Please find Liberty Security response to Complaint ID 21251249
  below:
  Our Loyalty supervisor reached out to Mr. ****** on February
  7, 2024, promptly addressing his concerns regarding the contract maturity date.
  Following a comprehensive investigation of the account, we identified a system
  error that failed to activate his current agreement upon installation
  completion, consequently leading to the future dating of the maturity date.
  In response, we have taken decisive action by terminating
  Mr. ******’s account and extending the gesture of goodwill by waiving the
  outstanding January and February invoices.

  If you have any other questions or concerns, please contact
  me directly at ************** **** ***

  Regards,
  ******* ************
  Senior Manager, Customer
  Experience & Operations Support

  Customer Answer

  Date: 07/02/2024

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21251249, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:19/01/2024

  Type:Service or Repair 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.

  Since July first I gave the company the opportunity to fix my alarm and to get a new contract. They took a long time and I needed a working alarm for my home. I have no contract with Liberty Alarm. It ended quite a while ago. August 2023 I have told this company repeatedly that I am not using their alarm monitoring services. I spoke to them on the phone saying I am cancelling. I send them an email about cancelling. I kept every month I proceeding getting charged on my credit card. I spoke to the woman ******* telling her I cancelled. She says she needed proof. I sent it to her. I called my credit card company not to put charges through. They still keep attempting to put charges on my card because I receive emails. I don’t know what else to do. Do I have to pay them forever??? I have to be in fear of getting charged and other things happening.

  

  Business Response

  Date: 30/01/2024

  To Whom It May Concern,

  Please find Liberty Security response to Complaint ID 21171891
  below:
  Our Loyalty supervisor contacted Ms. ********** on January
  26, 2023, to promptly address her concerns regarding ongoing payments following
  the cancellation. After swiftly receiving the necessary documents from Ms.
  **********, we expedited the refund process for the overcharge. We sincerely
  apologize for any inconvenience and frustration this may have caused, and we
  extend our heartfelt appreciation to Ms. ********** for her patience throughout
  this process.
  

  If you have any other questions or concerns, please contact
  me directly at ************** **** ***

  Regards,
  ******* ************
  ****** ******** Customer
  Experience & Operations Support

  Customer Answer

  Date: 30/01/2024

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21171891, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** **********