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Business Profile

Security System Monitors

TELUS Home Security

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Security System Monitors.

Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample.

Complaints

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

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TELUS Home Security has 28 locations, listed below.

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    Customer Complaints Summary

    • 162 total complaints in the last 3 years.
    • 94 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:23/03/2023

      Type:Billing Issues
      Status:
      Unanswered
      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 continue to receive mail and calls from ADT for payment. I received a call from ADT in 2022 stating if I did not sign a new 3 year contract, they would cut off my security. I paid my bill, which was paid in May 2022 and you have to pay 3 mths in advance with ADT, and indicated we were cancelling services. WE unplugged the line. They sent bills and collections have called us. We cancelled repeatedly. Tonight I called again and they said if I didn't stay on the phone while he typed I would not get a manager. We have called constantly. They do not close the account, continue billing, but we cancelled 10 months ago. We need help

    • Initial Complaint

      Date:13/03/2023

      Type:Product Issues
      Status:
      Unanswered
      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 over charged for severals months on top paying for a service and equipment that was not in working order. I have made several calls to attempt to have it fixed. Ive even had 2 scheduled appointments where their technicians were supposed to come to resolve the issue, but hadn't even shown up to the appointment. In turn I spent 5 more hours on the phone getting the equipment sorted out. It took them 55 minutes just to locate my account. They still have not fixed the issue of me being over charged of what was signed on my contract on top of double and triple billed payments I am receiving each month. This has be on going and I still have 2 more of my 5 year contract.

    • Initial Complaint

      Date:06/03/2023

      Type:Billing Issues
      Status:
      Unanswered
      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 had a account for 3 years and up to date.. Then they sold it to Telus they didnt notify me of a change my payment date was always the first of the month then in January they took out payment of $36.16 on the 1st of January 2023 then on the 23rd of january they took out another $40.00 with out my permission.saying they changed my payment date without notifing me .On the 26th of january i called Telus to straighten out the situation and the lady told me that they will refund me the $40.00 and keep my payment on the 1st of the month..In febuary the same thing happened again they did the same thing i called and they told me i will get a refund again and now they wont answer my questions on why it happened again* ** ** ********** .Can you please help me , ** **** ***** **** *** ***** *** ***** **** ** ********.The contract was nulland voided after the 3 years anyway

    • Initial Complaint

      Date:20/12/2022

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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.
      Received a bill from Telus / ADT security, and found they had acquired ******* security who we were ***** into a contract with, ******* *** **** ******** ** **** **** *** ***** * *** ** ***** *********** *** **** ** ** ADT / telus seems no better, they say there may be a charge to fix ******* security equipment, hasn't work right since day 1, and or they want 1214 dollars to cancel the contract, like I said we were ***** by the salesman from *******, now We're stuck with a company we never signed on with.

    • Initial Complaint

      Date:28/11/2022

      Type:Order Issues
      Status:
      Unanswered
      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.
      they won't allow cancellation. I tried 2 months ago, said I was still on contract. I waited. this month they said I need to pay for December? I have been paying an extra $5 per month for a non operating camera for 7 months. and after an hour on the phone, the cancellation department picks up and hangs up. * ** * ******** ****** ** ***** **** ** *********** *** *************** *******  our contract expired last month. * ****** ********** ** *** ***** ******* **** ****

    • Initial Complaint

      Date:28/11/2022

      Type:Billing Issues
      Status:
      Unanswered
      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.
      We are writing regarding an account at ADT Security Services Inc. We have repeatedly requested to cancel & close the account in question. However, the company continues to send us invoices despite the fact that we have already spoken to them about cancelling the account & have even opened a claim # in July ******** regarding the issue. They promised us we would hear back from them after the claim was filed but we never received any follow-up. We do not even have the security system installed and have not been utilizing their services for quite some time now. Despite our above efforts and attempts to follow-up, the account continued to be active resulting in monthly withdrawals from our bank account. Due to this, we had to contact our bank directly (on July 21st, 2022) to request that they stop pre-authorized payment to the company. However, since then, we have been receiving monthly invoices from ADT/Telus and are concerned that they may send this to collection agencies. To summarize, details of our case are as follows: - Our account number with ADT is: ********* - The claim # we opened with ADT on July 2022 was: 982218 - We contacted our bank ****** to stop pre-authorized payments on July 21st, 2022. As for resolution, we simply request that our account at ADT be closed as we have been requesting, and that all the invoices we have been receiving since our claim # was opened to be waived and absolved (NOT to be sent to any collections agencies).

    • Initial Complaint

      Date:21/11/2022

      Type:Billing Issues
      Status:
      Unanswered
      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 would like to receive an email indicating how much my invoice will be adjusted to compensate me for paying for service that I didn't receive.

      I still have not received an email from ADT by Telus in regards to the above ticket.  On October 5, 2022, I made two phone calls to ************** to report an alarm event. On my first attempt, the call was cut off before I even spoke to someone.  When I called back immediately, there was a message stating, "All circuits are busy", and then the call was cut off.  

      On October 7, I received a voice mail message from someone from ADT by Telus.  He apologized for the *** service and stated that when I called on October 5, there were technical issues on their end.  Subsequent to that voice mail message, I spoke to a number of different members of ADT by Telus staff.  They all had difficulty understanding what the issue was, and they had difficulty expressing themselves due to their lack of English vocabulary and grammar.  One person that I spoke to agreed that an adjustment could be made to my next invoice given that I was unable to speak to someone when I called twice.   Another person stated that a monitoring manager would call me on October 14 however when no one had called me by 9:45 a.m. on October 14, I called ADT by Telus to speak to someone.  The person I spoke to said that a monitoring manager would call me back that day between 3:30 - 4:30, however someone called me at 1:00 that afternoon.  I was returning home at that time, and I walked into my home just as the phone was ringing.  The person who was calling me from ADT by Telus said that I should not have been told that someone would call me back between 3:30 - 4:30 as there is no guarantee that a monitoring manager would be available at that time.

      Subsequent to the phone calls on October 14, I received a number of voice mail messages over the next few days from someone at **************.  He asked me to call that number, quote the above ticket number, and arrange for a service call to my home to check my alarm.  When I tried to call that number on October 23 at 6:25 p.m. CT to explain that I need an adjustment to my invoice, not a technician to check my alarm, the call was cut off before I had a chance to speak with anyone.  I immediately called that number again and was cut off again.

      In short, an adjustment has to be made to my invoice, there are problems with the phone numbers ************** and **************, and a few members of your staff don't know what they're doing.  If you want to keep me as a customer, respond by email.

      *****

    • Initial Complaint

      Date:26/10/2022

      Type:Billing Issues
      Status:
      Unanswered
      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 bought ******* security in terrace bc. I moved shortly after. Since telus moved me they have made error after error with my billing and service. they continue to bill me for my old address, even after multiple emails, phone calls and texts with thier team. Everytime they tell me its fixed. I continue to get non payment notices for my old address. I was receiving for months after moving alerts from my old panel, form the new owners movements. I was told it was fixed and the problem due to them not cutting off my old service. I was told Id be given a discount for these issues on my telsu security account. It was never applied, so again I received non payment emails. I was told again last month that the problem (telus not disconnecting my service at old home) was fixed. Today I recieved a non payment notice, to an address I haven't held in two years. I am concerned about my credit rating, about the stress and frustration every month, about having to call them for their errors several times per month and getting no where. I have sent over 16 emails that have been unanswered and another 10-12 with replies and "fixes" that never fix anything. I think the worst part is that the agent that setup my move signed my contract for me and causally told me this. It took me nearly 3 months to get a copy of my own contract, that Ive asked multiple times to have cancelled, yet every time no one even addresses the false signature or my request to cancel.

    • Initial Complaint

      Date:26/09/2022

      Type:Order Issues
      Status:
      Unanswered
      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.
      During our attendance ** * ***** ******** out of city, ADT Telus cancelled my home alarm service after 10 years of patronage. Now, the company refuses to re-activate my home alarm system. On the last 72 hours, I have spoken to multiple personalities like Ivan and Mrs. ***** who promised to assist me and call me back. They never did. **** ******* ** ***** My bill is paid up with a surplus in the account.

    • Initial Complaint

      Date:22/09/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      On August 20th 2020 we had our ADT Security taken over by *****. We were told our equipment would need to be upgraded and new hardware installed, and we would have to pay for this. This was completed. Approx a month after this was done, we started having connection issues and a tech was sent out to fix. FOR the Past 2 years we have had approx. 15 techs and over 20 phone calls of ***** trying to "fix" the connection issue from one panel to the next. We have been reaching out explaining that we are PAYING for a service that DOES NOT WORK. We have allowed the techs to try numerous different things and have been told each time oh it will for sure work now! IT will work for anywhere from days to at the most a month then the connection issues are back. They have tried hardware changes plug change Wi-Fi change moving the panel change and so much more!! We started requesting to cancel the service that has never worked all most a year ago with each time being told let us send one more tech this is after each time we are told you can cancel but there will be a charge!! ****** ** *** *** ***** ** charge us for something that does not work?? Again, today we are being told the same thing after the last "manager" promised if the last tech visit did not fix problem we could cancel with NO CHARGE. Well now we are wanting to cancel, and we are also wanting all the money back that we have paid for a service that has not worked. We would like someone to contact us and resolve this ****** ** **** ** ** ** * ******. Thank you

    TELUS Home Security is NOT a BBB Accredited Business.

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