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:08/01/2024

  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.

  This is not my first issue with Chubb where I have had to contact the BBB for assistance. Today I received notice that **** ****** is 28 days behind on paying an invoice, however they have not provided me with an invoice. I have searched my email inbox, and my junk folder and I cannot find any emails from Chubb containing the invoice. After confirming I had not received the invoice, I called to speak to someone, but the call was dropped. Every time I attempted to call, Chubb places me automatically in the que, and after a few minutes my call is dropped. When I request a call back, it is never returned. When I email, there is no answer. When I made my last complaint through the BBB I had been trying to contact them for over 6 weeks with no success. I cannot pay an invoice if I haven't receive it. The level of customer service that they provide is non-existent and I can never reach anyone when I need to. We are seriously exploring other providers for office security given their lack of customer service, and I am concerned that I won't be able to reach anyone at Chubb to cancel our account if we decide to move providers. I would like Chubb to provide a direct point of contact that I can reach out to when issues arise.

  Business Response

  Date: 22/01/2024

  Hi ******,

  Thank you for your patience; I have forwarded this complaint over to our billing & collections team to investigate further.

  My sincere apologies on the delayed response on my part; I have been coordinating an office move.

  I will watch for further communication from the team and will get back to you via the BBB.

  Regards

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

   

  Customer Answer

  Date: 22/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: I would like them to also provide a contact email of a person I can communicate directly with moving forward. I need to be able to reach a contact here regarding our account. 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:06/10/2023

  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.

  For the past few months I have been receiving an email from CHUBB's AR department saying we have missed a payment. Their email provides no useful information as I cannot match it to an invoice as they do not provide the invoice number, and all the other information they provide does not match any invoices we have received. I have emailed over 4 times and have had no response and I have called over 4 times and either get kicked out of the cue, no one answers, or no one calls me back. I am trying to pay them if we indeed do owe them money but I cannot pay them if I can't match what they are saying to an actual invoice we have received. You cannot reach a single person at this company as much as I have tried.

  Business Response

  Date: 17/10/2023

  Good morning ******,

  I understand from an associate that the account and invoice in question was resolved and recently paid. The company account you were inquiring about is currently sitting at a zero balance. I apologize for the frustration you have experienced in the past, we are working at correcting those issues.

  If you ever have an issue in the future, please reach out to me directly and I will make sure the right people are notified.

  Regards,

  Samantha B.
  Executive Assistant to the
  Managing Director & CFO

  *****************@*******.com

  Customer Answer

  Date: 24/10/2023

  
  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.

  They eventually followed up with me and finally confirmed which invoice was outstanding and I paid it immediately. 

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

• Initial Complaint

  Date:29/09/2023

  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 #********/Contract #******/Client Ref #******* I was a client of Chubb Fire & Security Canada (Chubb) for over 24 years. - Mar 24/23: I prepaid Chubb for my alarm system & monitoring services in the amount of $603.36. This covered equipment & monitoring for Apr 1/23 - Mar 31/24. - May 18/23: I had alarm system & monitoring services disconnected - technician who came to repair it did not think it could be repaired. He left behind equipment & advised it was obsolete & would simply be put in trash. - May 19/23: I advised Chubb of this & on May 23/23 I received confirmation that my service was cancelled as of May 18/23 & contract & billing would be terminated effective Jun 17/23 as per terms & conditions of contract. - May 25/23: invoice of $290.98 was issued for service call & disconnection & it was paid in full on May 30/23. Invoice was paid as Chubb had advised me that invoices must be paid in full prior to any refunds being issued. - Aug 8/23: I contacted Credit Department about refund for remaining 9 months ($474.76). This amount is the credit which Chubb posted to my account on Jun 18/23. They did not acknowledge my email, reply to it or send me a reimbursement. - Aug 30/23: I followed up the credit department, the cancellations department & Ottawa Branch Administrator, Irene J.. Ms. J. forwarded my email to Customer Care (Buka M.). Buka advised on Aug 31/23 that I should be contacting the credit department. Ms. J. forwarded my email the same day to the credit department requesting that someone look into it & respond. - Sep 30/23: credit department has still not acknowledged my request, not responded to my request, nor issued me a refund. I am requesting that Chubb reimburse me for the monies they owe me ($474.76) as well as confirm my account is closed & that I won’t receive or be charged for services or equipment that have been cancelled & are no longer connected or in use.

  Business Response

  Date: 02/10/2023

  Good afternoon *****,

  I am sorry you are having such a hard time and thank you for providing me with as much back up as you have done. I have forwarded your information and complaint, along with all your attachments to some of my colleagues. 

  I will follow up with them on your behalf and will work to get this resolved for you.

  Regards,

  Samantha B.
  Executive Assistant to
  the Managing Director & CFO
  
  Chubb Fire & Security Canada
  **** ******** ***** ************ ** *** *** *****************************

  Customer Answer

  Date: 02/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:  It is simply an acknowledgement of the complaint by Chubb.  I will await a further response from them on the actual complaint.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 18/10/2023

  The refund has been approved and marked as urgent for escalation as of Monday Oct 16th.
  
  REFUND REQUEST FOR ****** RESIDENCE CUST # ********
  
  CUSTOMER NAME:  ****** RESIDENCE
  
  CUSTOMER # ********
  
  AMOUNT $ 474.76
  
  REASON: TERMINATED JUNE 17, 2023
  
  ADDRESS: *** **** ****** ******* ******* *** *** ***
  Regards,
  
   
  
  Samantha B.
  
  ********* ********* ** ***** ******** ******** ********
  
  ****** ************ ***

  Customer Answer

  Date: 26/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:  The refund which was "approved and marked as urgent for escalation" has yet to be received.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 30/10/2023

  Good afternoon *****,

  I followed up last week and had confirmation that the refund was processed early last week and included in the cheque run late last week. You should hopefully have the cheque this week. Please keep me posted if you do not have it by Friday Nov 3rd.

  Regards,

  Samantha B.
  Executive Assistant to the
  Managing Director & CFO

   

  Customer Answer

  Date: 03/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:  The efforts by Samantha to resolve this issue are very much appreciated.  It is Friday, Nov. 3rd and the refund has not yet been received. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 20/11/2023

  Hi *****, I am following up with the team that worked on the initial complaint and issuance of cheque.

  Thanks,

  Samantha

   

  Customer Answer

  Date: 05/12/2023

  
  Complaint: ********
  
  I am rejecting this response because I have not yet received the cheque with the correct payee name.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 07/12/2023

  Hi *****,

  The cheque re-issue in your name was processed Nov 29th and was included in this weeks mail out. Please let me know if you have not received by end of next week.

  Regards,
  
  Samantha B.
  Executive Assistant to
  Managing Director

   

  Customer Answer

  Date: 13/12/2023

  
  A cheque dated December 7, 2023 in the amount of $474.76 payable to me, was received today.  Please close my file as I am satisfied with the outcome. 
  
  I would also like to express my thanks to Samantha for taking care of this matter.   
  
  ***** ******

• Initial Complaint

  Date:21/08/2023

  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.

  Problem 1 I specified to Chubb to receive my annual bill by the mail (PAPER COPY) & this never happened & this is an ongoing problem with Chubb for several years. You try to contact them & it is impossible to speak to a human being either in Mississauga or Montreal. You fill out an E-Mail form & nobody even looks at them & does not answer them. I must say they are a very secure company because nobody can talk to them. Problem 2 I sent them a letter last year to change my civic address, I received a written confirmation from Chubb (Montreal) only to find out the information was not received by Chubb (Mississauga). How can I trust a security company to monitor my home security with people who do not seem to care???????

  Business Response

  Date: 14/09/2023

  Good afternoon *****, I am personally going to follow up and check on the two issues, one being your correct address and secondly to see what the process is for requesting a paper copy vs paperless. I will email you personally at the email address supplied to confirm the address listed here is the address you need it changed to.

  Regards,

  Samantha B.
  Executive Assistant to
  Managing Director

  Customer Answer

  Date: 14/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: Still waiting for a response from Chubb Hopefully we will come to a settlement in the near future but as right now the issues have not been resolved.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 28/09/2023

  Good afternoon Mr *******,

  I have attached email confirmation that we have been in contact once on Sept 18th and once again today. I initiated the second call today when I read your rejection from Sept 19th which was one day after we had reached out to you the first time. As the attached copies of the emails state, your address was updated and you are to receive paper invoice. According to the gentleman you spoke to today, I understand all your issues are addressed.

  Regards,

  Samantha B.
  Executive Assistant to
  Managing Director & CFO
  
  Chubb Fire & Security Canada
  **** ******** ***** ************ ** *** *** *****************************

   

   

  Customer Answer

  Date: 28/09/2023

  
  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

  Date:14/08/2023

  Type:Customer Service 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 since 2019 for my home alarm system, due to a change in my Home Insurance Policy. I then changed Insurance provider and my service with Chubb was terminated. I believe I contacted Chubb at the beginning of 2020, and my service was to be reinstated. Arrangements were made for the annual payment to be charged to my credit card. The forms were provided and I returned them to the Rep by email, with an electronic signature. The Rep did explain that Chubb was going through a system transition and he didn't have access to process the authorization for automatic pay at that moment, but that it would be done. A few weeks later, the pandemic started, and I never heard back from the Rep. I assumed that my service was not reinstated, as I was never charged on my credit card, never received an invoice and was never contacted, and I stopped using the alarm. On Saturday, August 5th, 2023 I received an email from Chubb's Credit department informing me that my account was in arrears since April 2020, an amount of $1,045.80. I immediately replied to the email asking for a call back. I received no reply, so I followed up with 2 more emails, and no reply. I called the number shown in the email, had to leave a message, and again no call back. I tried Customer Care twice but was kept on hold for a while and had to abandon. I do take some responsibility as I never followed up, and I am willing to make the payment. The email doesn't provide an invoice number, an account number or any instructions as to how to make the payment. All I want is to speak to someone to get this resolved. My other issue is that I need to cancel my service with Chubb because I will no longer have a land line as of Friday, August 11th at 8:00 am. The alarm system is connected to the landline. I can't even reach Customer Care. ******** ** *** ***** **** *** ****** **********. The contract is too large to upload to you. I would appreciate any help you could provide. Thank you!

  Customer Answer

  Date: 25/08/2023

  This is to advise you that I was was finally able to reach someone at Chubb Fire & Security through the Custom Care line. After explaining my situation, the agent sent an email directly from her to the Credit Department. 
  
  After several calls back and forth I was finally able to speak to the person in the Credit Department who had sent me the original email on August 5th. Arrangements were made for payment, I will be refunded for a portion of the service for 2023 since I have cancelled my service as of August 10th, and received an additional 30% discount on the first two years of arrears, as the company was at fault for not processing the payments back in 2020, and for not contacting me since then. I also received the confirmation of final payment and file closure by email. 
  
  As mentioned, I was able to cancel my service and requested a confirmation in writing, which I did receive. And the person in the Credit Department also confirmed that the cancellation was processed. The agent also confirmed that in fact, no invoices were ever issued from 2020 up to now, that Chubb did go through a transition with ********** which caused accounting and billing issues. 
  
  Though it took a few weeks, I am glad to report that this issue has been resolved. I also read many other complaints about Chubb on your web site, so maybe I was one of the lucky ones who was able to get my issue resolved this quickly. 
  
  As an FYI, the agent in the Credit Department also told me that she came back from retirement because Chubb, like many other businesses, had a difficult time recruiting staff after the pandemic. She had retired and was asked to return to help out. So I believe this may be part of their problem. 
  
  Thank you so much for accepting my complaint. I won't hesitate to contact the BBB in the future should I encounter any other issues. 
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:26/05/2023

  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 have lost my bill for Chubb home security and policy number. Have tried all day too. Intact them, I usually end up speaking to someone in theU.S.A. Even though I spell out Canada. I do not know my policy number which creates a bigger problem. They continually phone to remind me I owe money but it is a recording and the. Number they leave doesn’t help. How can I get an address out of these people to send a live message as their system is ridiculous. Just once it would be nice to get a voice that can help a person instead of all the dumb questions they ask. Frusterated and angry. Just need a email address to find out the amount I owe and not the everyday boring voice repeating I owe them & not giving a proper number to contact them

  Business Response

  Date: 15/09/2023

  BBB has been in contact with Chubb Fire & Security Canada.  They have reached out directly to the consumer to address the issues.

  Customer Answer

  Date: 15/09/2023

  Complaint: ********
  
  I am rejecting this response because: I have never heard from the company re the large amount owed and paid to get them out of my life. The disgusting way they ignore their customers phone calls, if I had not heard from the collection agency I would still be harnessed with their phone calls all hours of the day and late evenings as did my contacts, they need to have a phone line open and listed ( someone to answer in a appropriate time) like normal businesses do. Another reason I had to go on nerve pills with their constant ********** for almost a year when one letter or phone call could have cleared up the night mare they cause to all involved.

  ********** *** ** *** * ********* ********** **** ** *** *** ****** *** **** ***** ******* ** ***** ** ** ******.   I only hope other customers are not going through *** **** we all suffered from their ignorance.  Go back to school and learn how to run a customer friendly company.

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

  Business Response

  Date: 19/09/2023

  Good morning ********,

  ** *** *** ******** ***, I sent an email to try and get some extra information so that I may understand and get the right person to assist you with your complaint.

  As my ******** email states; I was reading through your notes that you posted on the BBB and I want to double check with you that we are talking about your security system you have installed at your residence. I am not aware that we have policy numbers associated with our customer accounts. That said, I will work with one of my Directors and will do a search on your name & address and see if I can find out who I can out you in touch with personally.
  
  My original email I personally sent was an attempt to confirm you are looking for a resolution from Chubb Fire & Security for a residential alarm system and not Chubb Insurance for an insurance policy. The two company's are not affiliated and I want to make sure we are talking about the same thing.
  
  Regards,
  
  Samantha B.
  Executive Assistant to
  Managing Director & CFO
  
  Chubb Fire & Security Canada
  **** ******** ***** ************ ** *** ***

• Initial Complaint

  Date:17/02/2023

  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.

  I have been a customer of Chubb for more than 30 years with my home monitoring system/ I paid $468/99 on July 11, 2021 for a year's monitoring. I moved from **** ******* ****, Mississauga ****** on July 11 2022. I notified them at that time and requested a refund be sent to my new address at *** **** *** *****, Mississauga ******. In spite of many emails to customer care which which were forwarded to their credit department and one email to their credit department directly I have not received a refund. My customer number was ******** and my contract number was *******.

  Business Response

  Date: 02/03/2023

  Good afternoon, I wanted to reach out and let you know that this has been escalated and is being currently worked on to resolve.
  

  As soon as I have final confirmation I will add more to the file.

  Regards,

  Samantha B.

  Executive Assistant to
  Craig Schmidt, Managing Director

  Customer Answer

  Date: 03/03/2023

  
  I suggest we wait to hear  more from them. It is almost 9 months since I
  cancelled the  monitoring system when I moved.
  
  ****** *******

  Business Response

  Date: 15/03/2023

  Good afternoon,

  As previously mentioned, I am following up with more information. The attached credit is being included in our payment run and payment will be released this week. Please see attached.
  

  Regards,
  Samantha B.
  

  
  

  Customer Answer

  Date: 16/03/2023

  
  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

  Date:04/01/2023

  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.

  Since 2000, we have had our home security system monitored by Chubb. On Aug. 29/22, a Chubb technician came at our request to determine why the back door contact of our system was not operating properly. After 1.5 hours, technician advised that system was too old to be repaired. Due to his attempts to fix it, system was no longer connected to Chubb monitoring station. Technician advised that he would have Chubb's Sales Dept call to discuss replacement of system. Didn't hear back from Chubb's Sales Dept but monitoring fees continued to be taken automatically from our bank account. Contacted Chubb on Sept. 27/22 by phone to advise that the monitoring fee had been taken from our account when we had understood that, as no services were being provided, the monthly deductions would stop. An email was sent to Chubb stating same. When our Oct. bank statement arrived, there was another deduction that had been paid to Chubb. Oct. 21/22, we called Chubb Customer Service Dept, they advised that someone from their Sales Dept would contact us and that Chubb Winnipeg would contact us regarding the continuing monthly deductions. Nobody called; called again on Oct. 28/22, obtained phone number and name to contact the Winnipeg office and called them that day. October 31/22 got in touch with Kim at Chubb, she would pass the information along and have them call. No call. Nov. 1/22, called and no answer; Nov. 2/22 called Kim and she transferred to Jon. Explained to Jon, he said that monitoring would be cancelled effective Aug. 29/22 and would start process to refund amounts taken in Sept. and Oct. As we hadn't heard anything, called Jon on Nov. 4/22, Jon then forwarded an invoice for $506.80 ($200/hour & $160 truck and fuel charge) for the technician's visit on Aug. 31/22 - this was the first time we saw this invoice. We feel this is an outrageous amount for the services rendered; we had been told there was a minimum call out fee of $75. No refund of monthly deductions.

  Business Response

  Date: 03/04/2023

  Good morning, my contact at the BBB brought this to my attention last week as it was filed prior to me being the contact for these complaints. While it is no excuse, I started at this position mid February and had no line of site to the complaint until it was forwarded by my contact with BBB last week. I am working on this complaint with our team to resolve.

  Thank you for being so patient, I apologize for the delay as the role was unfilled.

  Regards,
  
  Samantha B.
  Executive Assistant to
  Craig S., Managing Director