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:06/12/2022

  Type:Billing 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.

  In late august I made a call to counterforce with the help of the company here to cancel my account as of August 31st.I have sold my house & moved as of that date.I recently noticed on my bank statement they are still charging me for service I don’t have .I would appreciate this to be resolved & my money returned.My new address as of August 31st.is *** ********* ****** ** ****** * ******** ThankYou. PS:I would like to hear back on this.I assume the new people in my house are still using it.

  Business Response

  Date: 16/02/2023

  Good day ****, 

  Thank you for bringing this to our attention, we humbly apologize for the lateness of the correspondence. 

  We see that you are wishing to cancel the account from your correspondence to the BBB. Counterforce by SMC requires all cancellation in writing.

  We have not had any communication with you to cancel your account in August 2022., We will be in touch with your Dealer to see if you may have contacted them to cancel the account. Should they let us know that indeed you have had communication with them to cancel the account we will be sending a refund to you for Sept-Dec/22 payment.

  Please send in the address to forward/mail your refund to should this be the case.

  Again, we apologize for the late response , and awaiting communication from you, we can be reached at 1************ or by email preferably to ***@**************.com

  Regards,

   

  Lyn V.

  Customer Relations- SMC

   

   

• Initial Complaint

  Date:07/07/2022

  Type:Billing 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 was approached by a company rep from ********* which was under contract with *****/Counterforce about my home alarm system back in February 27 2019. I agreed to move my services from *** to *****/Counterforce. At that time I signed a 5 year with contract with *****/Counterforce through ******* which was an agent for *****/Counterforce. I then gave the agent a void cheque for monthly payments and he advised that they will do the necessary paperwork to to switch my monitoring from *** to Counterforce. I continued to see payments taken from my account. I recently received a notice from a collection agency for missed payments in the amount of $1419.50. I have reached out to *****/Counterforce and they refused to here me out. I have been paying *** for a service that I have not received since February 27 2019. I strongly feel that it is not by my fault the change over was not done. I have since also reached out to ******** and on their paperwork shows' that they do have avoid cheque which was never processed by *****/Counterforce agent ********. Since then the two company's ******** and *****/Counterforce have parted ways and no one wants to take responsibility of this error which I am being punished financially and emotionally. Please assist me with this matter.

  Business Response

  Date: 20/07/2022

  Business Response /* (1000, 5, 2022/07/07) */ Contact Name and Title: Lyn V. Contact Phone: 18005917374 Contact Email: ***@************.com Good day ********, Thank you for contacting us, You entered into a monitoring agreement with one of our Dealers in Mar/2019 and have not made a single payment, this is why you are in collections. This was discussed with a representative on July 5, 2022 when you called out office. We are not in receipt of any void cheque for preauthorized payments, and are not responsible for anything to do with***** As a customer relations gesture we reversed $336.65 in interest from your account. You are still in contract to Mar 1, 2024, and the account will remain in collections until the account is caught up with the arrears paid. Regards,

• Initial Complaint

  Date:05/07/2022

  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.

  Counterforce continue to charge me for the monitoring services as I no longer live on the address above. I Don't have any contract with them. And I moved last year on September 2021 and DID request to cancel my service. Numerous call has been made and still not able to resolve it. Right now, this company(Counterforce) is sending a letter - "FINAL" reminder to me and is warning to send my account to collection agency. I am a single female senior living alone, and I just want to get this resolve, I am just wondering can someone help me from here, thank you! The following is my account information with this TERRIBLE monitoring Alarm company: Account #: FXXXXX Servicing address: *** ********** **** Richmond Hill, ON *** *** Balance Outstanding: $352.56 A photo of the "Final Reminder" is attached.

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 5, 2022/07/06) */ Contact Name and Title: Lyn V. Contact Phone: 18005917374 Contact Email: ***@************.com Good day *****, Thank you for contacting us. Upon review of your file, and review of the monitored account, no communication was received from you. You were notified by our alarm operators regarding your system, however no call backs. We are unsure of what number you may be calling to reach us. We will cancel the service today, with no final billing. A $0.00 balance. Your credit has not been affected. Should you wish further contact, you can call our number, 1800-591-7374 Ext **** for the Customer Relations Team. Best Regards, Consumer Response /* (2000, 7, 2022/07/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) As soon as my problem is solved that I do not have waste time to follow the case again in the future. I appreciate for the prompt action to my case.

• Initial Complaint

  Date:09/06/2022

  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.

  Customer for 20+ years. Paid monthly monitoring fee $45.71 through online banking w/ *** (confirmation ****** on 3/23/2022. Payment not recorded in Apr statement. We called Counterforce 4/18, spoke to Giovanna. As per her request, we request ****** confirmation that they remitted funds with our Counterforce number IDXXXXXX, Counterforce accepted the payment. Pls see upload document ***** confirmation of payment". Called 5/2 spoke with Ula H.. She promised to investigate & advise. Explained to her several times the issue. On 5/19 we email her the confirmation from *** and screen print of our statements (Mar to May 2022). She said that she understands the issue and promised to investigate & advise. After 20 email exchange w/Ula & several phone calls, no updates. Called Giovanna on 5/26, she said to send a request for investigation. On 5/31 called Ula to check the status, she said to submit another request. Same day also called Giovanna, she said to send another request (with cc manager) for investigation. No update received. We paid the monthly monitoring fee for Apr and May 2022. The payments were applied to our account. But because our March payment was not applied to our account, our balance is overstated by $45.71. (*******************************************************************************************************************************************). We want Counterforce to credit our account with our March payment for $45.71 so that the balance in our account is correct. We do not want to wait endlessly for Counterforce to investigate their problem.

  Business Response

  Date: 17/08/2022

  Business Response /* (1000, 9, 2022/07/11) */ Contact Name and Title: Lyn V. Contact Phone: XXXXXXXXXXX Contact Email: ***@************.com Good day***************, We sincerely apologize for the late response. The March payment has been posted to your account now. We had some technical issues that have since been resolved, your account is up to date, no balance outstanding, just the current July invoice. Consumer Response /* (3000, 12, 2022/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please confirm how many payments have been applied to our account in 2022. We are surprised that you mentioned that July invoice is outstanding. Our invoices have been issued on the 12th of each month. If the March payment was applied to our account, there should be no outstanding until July invoice is issued on the 12th July (tomorrow). Our concern is that when we first contacted CounterForce in April, we were quickly informed that the March payment was applied. It ended up that the Agent was confused with our April payment. We do not want this to happen again. We have made 6 payments in 2022. Please confirm how many payments were applied to our Account. Our last payment was made on Jun 23 through online banking. Business Response /* (4000, 19, 2022/08/09) */ Good day *****, An email was sent to your with the status of your account, Trusting all is satisfactory, Consumer Response /* (2000, 21, 2022/08/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) We raised the issue to the company more than three months ago. We sent numerous emails and made numerous phone calls to the company. The company finally took action, found our missing payment and applied the missing payment to our account.