Complaints

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:01/11/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Stanley Security & ***** Secure Sold a security and monitor system, doors, motion and medical pendant, to an elder woman and does not provide service when contacted for deficient system. Multiple falls without detection and pendant does not work. Contract start 17/07/2023, end 17/07/2028 60 month contract 45.20/month $2,712.00 total contract Sold by ***** Secure, representative N*** **

• Initial Complaint

  Date:19/01/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  In May of 2022 I was solicited by Stanley Security at my home and switched out my security system signing a contract for monitoring with the promise that after 6 months my contract with my existing company, ****** Security, would end and until then I would not be billed by Stanley. They began billing me in January but I have learned that my contract with ****** is still running till September. Long story short, I am stuck paying to reinstall my old system and have 2 monitoring fees to pay for years. As a blind senior, I find this reprehensible behavior and is going to cause hardship for myself on a small pension, not to mention the safety risks on a system I rely on. These guys hit the town in a blitz and I know I am not the only one taken in by their lies about their competitors, such as not being in business any more. My agent's name is supposedly **** *******, but I don't know if I trust that either. What I would like is to end the contract with Stanley. They have breached their contract through failure to provide services promised.

• Initial Complaint

  Date:06/12/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 using Stanley security home monitoring services since 2019 when I upgraded my security system. The primary reasons are to have 24/7 fire alarm response, and the use of a panic button in an emergency. On November 15, while I was travelling in Europe, I received several frantic calls from my house/dog sitter and his parents advising that there was a fire at my residence. they extinguished the fire, however while the hard-wired alarms had awoken the dog sitter, the fire department did not attend. During this call, as the dad keyed in my code to the master panel, he got error messages that the system was not connected. I am incredibly grateful that the audible alarms woke the teenager, and that he and my dogs were unharmed. If he had gone home that night, my pets and home would have been destroyed. My numerous attempts to speak with someone at Stanley have been infuriating. I have been placed on hold, redirected, told I have the wrong department repeatedly and sent in circles. They assured me on Dec 2 that I would receive a call from a "manager" and despite my follow up call again today, no manage is available. I have had a technician attend twice and they have finally reconnected the system. The most disturbing concern is that one person I spoke with admitted that my system has been offline since August 6. They noticed this, created a "note" but nothing was done. So I have been without any monitoring for four months. This is a monitoring company. One associate offered me two months "free" which is insulting when I have experienced such an egregious irresponsible lack of critical services. I would have lost everything on November 15. Their blatant lack of concern or accountability is disturbing to me when so many people rely on their services for safety and peace of mind. They are a monitoring company who knew they we not monitoring and did nothing. It could have cost me everything. I am incredulous but I am grateful that my dogsitter was here.