Complaints

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

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TELUS Home Security has 28 locations, listed below.

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• 

  TELUS Home Security

  2815 Matheson Blvd E Mississauga, ON L4W 5J8

• 

  TELUS Home Security

  45 Goderich Rd Hamilton, ON L8E 4W8

• 

  TELUS Home Security

  615 18 St SE Calgary, AB T2P 4R5

• 

  ADT Security Services Canada, Inc.

  110 7455 132 St Surrey, BC V3W 1J8

• 

  TELUS Home Security

  332 Bay Street Sault Ste. Marie, ON P6A 1X1

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:13/02/2024

  Type:Billing 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.

  Telus home security is trying to charge us over $ 300 for not returning their security system components. We have returned everything that was provided to us. Their technician drilled a hole through our exterior wall causing damage to our home.

• Initial Complaint

  Date:08/02/2024

  Type:Billing 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.

  Hi, This is ****** ***, I am resident of ** ***** **** ******** **. I am writing this letter to report the unfair & unethical way that ***** has taken towards me, The story is as below: 1. I was originally client of security system provider ADT & I completed all contract years with ADT & owes nothing to ADT. 2. ADT subsequently was acquired by ***** & I became client of *****. 3. The service fee that ADT charges was CAD25 plus tax, i.e. CAD28.25 4. In Oct. 2023, due to service interruption (the door sensor which was originally provided by ADT) was not working & kept making noise all the times, I called ***** for technical support & after trying all ways that ***** suggested, the issue was not resolved & to avoid hearing noise, I requested ***** to move the door sensor from the system & the system become defective as any break in from front door would become unnoticeable. 5. After struggling whole night, ***** finally told me that they no longer support the ADT old system & tried to convince me to purchase their new system which would cost me around 60 dollar per month & I rejected. 6. Finally, with no solution provided by *****, I requested ***** to close my account. 7. A few days ago, when I was reviewing my bank statement, I noticed that ***** has taken 355.95 from my credit on Oct. 19, 2023 & I was extremely shocked as my monthly fee was only $28.25 ! 8. Today I called ***** & asked clarification as to why the fee on Oct. 19 was so higher ? The answer was ADT sent technician to my home in Sept. & the extra money charged was the service fee for the technician. 9. I completely disagree the statement the ***** has provided: a. I have a valid contract with ***** & there should not be any service fee for client who pays monthly fees to *****, just like a *** member do not pay eligible visits for *** visits, in past so many years, regardless of ADT or *****, there was never a fee for any technician’s visit. b. Even ***** requires a fees for the technician visit, I should be informed for the amount prior to the visit & the technician should not come without my prior consent for the fee. There was never a prior notice given by ***** for the fees, not to mention the exact amount. 10. The ***** care team said that when I give my credit card for pre-authorized payment, I authorize ***** to deduct any amount they deem appropriate, which I totally disagree, I can only accept the payment of $28.25, consent is required for any fees above the monthly service fee. All the communication today can be traced under my account though my account is closed Oct. 2023. I need your help. Thanks. Sincerely ****** *** ************

  Customer Answer

  Date: 04/03/2024

  Good morning.
  
  This is *** ***, I am writing this email regarding complaint case ID ********. 
  
  First of all, thanks for your continuous follow up & your latest email I received yesterday.
  
  The Business did call me a few weeks ago & refunded $317 after the call & the Business asked me to close the case with BBB when the payment is received.
  
  Without BBB’s assistance, It is impossible for ***** to reach me out & refund the money they are not entitled to.
  
  However, to close this case, I need a explanation letter from *****:
  
  1. Why did they charge the unreasonable money without my knowledge & permission ?
  2. When I called they to report this issue, why did the customer service reply that ***** had right to take money they think appropriate just because they have my credit card info ?
  
  This very dark corner of ***** has to be unveiled so that they would learn that they can’t do this in future to any clients who trusted them, they need to treat their clients with integrity. 
  
  Thanks.
  *** *** 

• Initial Complaint

  Date:30/01/2024

  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.

  My parents, *** * ****** ****** owned a vacation home in Palm Springs. At ***** ********** **** ******** *****, California. Their permanent residence is **** ******* **** ********** **** Can. They used ADT home security services for approx. 7 years. I have POA for my parents as they are elderly and my father has dementia. They sold the home in January 2023 with the completion date of March 17/2023. Home was purchased by *** * **** *****. On January 15/23, I contacted ADT to provide the 1 month notice to terminate services. I was able to provide detailed information including pre authorized debit payments, security pad code, parents residence in ********** BC. I was not able to provide them with a ‘4 digit code number’ which they insisted was necessary to proceed with the request. If such a number ever existed, my father did not retain that information. I called ADT again on February 16/23 to terminate the service and again was told the contract would not be terminated without the 4 digit code. The security panel was turned off when we left the vacation home on February 4/23 and has not been used since. ADT has continued to bill my parent’s bank account at ***** ***** for March, April, May and June. In July I closed the account, as a bank in the US was no longer needed. Since then, my father has received hostile calls from ADT demanding payment for unpaid service. He is 84 and mentally fragile. I have since contacted ADT, Jan 11 & 12/24 and spoken to several reps. Ohiv, Samual, Shaun and Bobby R. (spv). I’ve received the same outcome each time. They WILL NOT terminate the service without the verification code and payment is required even though the security system has not been activated since Feb. 2023. They maintain that they don’t even have the ability to monitor the security panel to determine if it’s being used. Bobby R. requested that I contact the credit group by way of a fax number 1-************ to arrange for payment. He also suggested a site called VerifyMe @ ADT to prove I was a valid client, which turned out to be a site to validate ADT service technicians at your home. I considered making the additional payment to ADT to stop the harassment but I’m not at all sure that the problem would stop there. We would be soooo grateful if you could facilitate a solution to this nightmare. Worse company I’ve ever encountered! Sincerely, ***

  Customer Answer

  Date: 26/01/2024

  Hello BBB, I contacted ADT on Jan 16/24 and again requested they cancel the contract and debt ($251.65). I was able to provide my father’s missing verification code, after searching for a year, which the agent (Mike) accepted and verbally provided a confirmation #********. He said the cancellation confirmation would be emailed to me but wasn’t received. He did not confirm that the debt would be cancelled but we’ve not been contacted lately by the credit agency. We’re really hoping this matter has been finally resolved but I’m not completely sure. I would be more confident if we had something in writing.

  Thanks, ***

   

   

   

• Initial Complaint

  Date:16/01/2024

  Type:Service or Repair 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.

  Telus installed an alarm system for my tenant at **** ****** *** *** ******* ** *** *** without my permission. The tenant triggered the false alarms and the city ** ******* requested me, the landlord, to pay the $3000 for the tenant's false of alarms. I called Telus on January 16, 2024 several times to request Telus to cancel the alarm service because I did not permit Telus to install it, but Telus refused to do it and told me that only my tenant can cancel this service. Please investigate ***** ***

• Initial Complaint

  Date:04/01/2024

  Type:Billing 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.

  ADT installed a custom security system in my home but did not install two items which I paid a total of $273.44. I have repeatedly called Telus ADT since the beginning of October. Each time the agent said they put in a request for the refund but because they don't have any invoice it got rejected. Therefore, my issue was escalated to Kirsten who is an escalation manager. The ticket number is *******. I sent her my copy of the invoices and she called me back on November 2nd and said that she was able to verify the amount and I would receive a credit within a few days. I have repeatedly called every week since then and just get the run around. Almost every agent said they will call back and they don't. This is ridiculous. If I hadn't already paid for the system I would cancel my contract today.

• Initial Complaint

  Date:05/07/2023

  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.

  I became a ****** home security customer February 2019. I had no issues with ******* service. About a year ago my system began having issues, communication, false alarms, etc. I called ****** to try and resolve this but was surprised to here the person on the other line say hello telus home security. * *** ****** **** ***** ** *** **** **** ******* ** * **** *** ******* ** ***** *** ***** ****** I tried to get out of it but they ********** to charge me ************ fees to do so. I decided to continue paying them for *** *** service. Then today I called then again trying to escape this contract that I never signed with telus. Again they are telling me I have to pay fees that I was never told I would have to do with ******. **** *** ******* *** *** ** ** ***** *** *** **** ** *** **** ****** *** ** ****** ** ** **** *** * ********* * ****** ****** * *********** **** *** *** ******* **** ** ******** * ******* Telus refuses to compromise. According to them I am held to my contract. I tried explaining to them I have no contract with telus and my contract with ****** is non existent to them or me, but they will not budge. I am stuck paying ********* ** cancelation fees or continue paying $87 a month for a service I do not use. Because of the multiple false alarms their system reported sending security to my home hours after the false alarm, and then making me pay for a false alarm fee, I decided about a year ago now to tell them not to monitor my home and not to ever send security. ** * ** ********* ****** * ******* *** *** ********

• Initial Complaint

  Date:26/06/2023

  Type:Delivery 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.

  Hi, In this year February, I called in to request window decals for my house, and after waiting 3 weeks without any response and received. I called back, with in different time and talk with five different agents.Unfortunately, I have not received a response from anyone at your company, despite waiting for over four months. * **** ******* ** ************** *** *********** ** I have already dealt with four other agents who have failed to address my request adequately. Each time, I was promised either a call back or an email, but unfortunately, none of these promises were fulfilled. This lack of communication and follow-through *** ******** ******* ** ***** ** **** ******** ** * ***** ******** *** *** ********* **** ******** *** **** ***** ******* **** ** ************* to experience such a breakdown in customer service. I kindly request that you personally intervene and ensure that my request for window decals is resolved promptly. * ******* ** ** ** *** **** ******** ** **** ******* ** ******* **** ****** ** **** ** ******** ** ******* ** ***** ** **** ********  I would appreciate it if you could provide me with an update on the status of my request and a timeline for when I can expect to receive the window decals. Additionally, please ensure that I receive a confirmation email or call to acknowledge my request and provide any necessary instructions for the process. I understand that issues and delays can occur, *** ** ** ********* ** ******** **** *** *********** ************* **** **** ********** * **** **** *** **** **** **** ****** ********* *** *********** **** ********** ** ******** *************  I look forward to your prompt response and resolution of this matter. Please feel free to contact me at ************ or email me if you require any further information. Thank you for your attention to this matter. Sincerely,

• Initial Complaint

  Date:08/05/2023

  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.

  * ** * ****** ****** *** ** *** just moved into our home a few months prior (June 2018) to two gentleman, Skylair & Mayis, knocking on my front door offering home security systems. Before they began their spiel I politely informed them that I am in a ******* Housing unit and would require permission from my landlord to install anything. They both informed me that they have permission from ******* Housing to be on premises, they were very convincing and I ended up signing up. A few months later, September 09, 2019, all of the units in my area received letter's from our Landlord stating that **** does not work in partnership with home security service companies *** ** ** *** ********* ************ ** **** ******** ******** *** ***** ** **** ** **** ** **** * ********** * ***** **** **** * *** *********

• Initial Complaint

  Date:12/04/2023

  Type:Sales and Advertising 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.

  Door to door ***** sales appears to have misled me on the terms of the agreement of the ***** ADT monitoring services. After a period of time at the rate I was promised the rate went up substantially and I was told the contract was for 3 years but turns out it is 5 years. There was no talk about "introductory" rates and when I decided to cancel they want to charge me over $600 for breach of contract (which I was not shown at the time of sale).

• Initial Complaint

  Date:12/04/2023

  Type:Product 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.

  My ***** ADT security system that I had installed over a year ago, the two most important components (cameras) haven't worked since Nov 22, 2022 and I wasn't never even notified. I wouldn't have even known if my son didn't do some investigating. I'm a senior citizen that has been through cancer twice in the recent past and not to mention COVID but it has been a rough go and I'm not a tech person. My son and I have both now made 11 calls over the past two weeks to technical support and customer service, they have promised to call back to make a service appointment and no calls and no one showed up until Tuesday April 11 but for nothing because I was told that they still couldn't fix it due to password issues. I'm completely lost, frustrated and feel like giving up. They take my money every month and for almost 6 months now my doorbell camera and my outside camera watching my vehicles and tool shed have been absolutely useless and still are. I tried to cancel the service but they ********** me with the credit bureau. I just don't understand how they can take my money, treat me like garbage, not service their products which is included in the price. I'm 75yrs old and definitely don't deserve this nor have time for such hogwash and my wife has early onset dementia. This is so not right and my son who lives in a different town but has also been trying to help with no avail.