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Business Profile

Security System Monitors

TELUS Home Security

Headquarters

This business is NOT BBB Accredited.

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Reviews

This profile includes reviews 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 Review Ratings

    1.08

    Average of 49 Customer Reviews

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    Review Details

    • Diana S

      Date: 12/07/2024

      We have just acquired a telus home security system which includes online security. The system works fine however I have tried numerous times to register with ****** Security for their online protection through Telus with no success. I have spent hours on the phone with various customer service reps with Telus and ******. ****** advises Telus must provide a number to them. Telus only bounces me from service rep to service rep who do not have enough knowledge to help. At present I am on hold because I requested the address/name of someone to write to to lodge a complaint regarding their customer service, which is deplorable.

    • Tasso F

      Date: 08/07/2024

      Telus bought *** and took over the monitoring of my alarm without my knowledge until I started receiving invoices in the mail from Telus. Trying to reach anyone from customer service takes hours and it is impossible to reach anyone from technical support. I have cancelled my service and now they will not release the MAC address of my equipment so I can have another company monitor my system. Their main focus is trying to get to switch to their smart alarm service at double the cost with different equipment on a long term contract. So far I have spent 5 days and over 20 hours on hold. Telus *** ****** * ***** ******** ******** **** **** ***** ***** forcing you into using their proprietary equipment.

    • Wendy C

      Date: 19/06/2024

      Telus bought ADT in Vancouver, BC. ADT supplied us with security for our home for years and it always worked with no issues. Now, Telus runs the ADT show and nothing works. Telus recently did a fiber upgrade from copper in that area, never notified us, switch the systems and we came home to our security beeping. Called ADT/Telus Security, they can't understand why the issue happened. They recommend we call another department and schedule a technician to come out. You call that department and they are closed. Go forward 4 months, still Telus has no fix for the security issues. We resorted to unplugging the security system and now waiting for a time a technician can come out to our town. Unbelievable. Not to mention we have still received a bill each month for the service when they know Telus is not supplying any service at all.

    • David L

      Date: 05/06/2024

      I was referred for a 2023 Black Friday promo. The agent sold me on cost and product. It was not delivered. The agent got fired. Telus still has not resolved the mess here in June 2024. I have been misbilled. Ended up on *****, not telus. My front/back door camera, none. I was promised a top line internet friendly thermostat that was put in and didn't work. Ended up to buy a new on out of pocket. This week, I have no A/C because they didn't set it up the one I bought even with the HVAC tech that came with first tech, 2 professionals charging $175/hr. If you try to speak with someone it is like pulling teeth. When I got through the agent sent a tech and today came in and said he can't fix the non-telus product. A product I got because there couldn't work. So, I am stuck with this cycle of calling back to a company that will not resolve a problem they created. Sure I bought into it. Anyone would also, it was a great deal and still is. The equipment is atrocious and the people as of today. Telus oversold and under delivered, way under.

    • david g

      Date: 28/05/2024

      * ** ****** *** ***** **** ******* ** **** *. Telus bought my alarm company. My monitoring services at the old alarm company were not working before Telus bought it. I have been being charged a monthly monitoring fee by telus for a service I am not getting (because it was broken before Telus even came on the scene). I am currently on my 4th call with Telus customer service. I cannot seem to cancel my account with them, that I never agreed to in the first place, and for which I am getting no benefit. I have never had such bad/inconsistent customer service.

    • mark m

      Date: 22/03/2024

      I had an alarm with ****** Alarms. Telus bought them, my account was transferred. It was a nightmare getting it cancelled. I signed up with ******* ********, no problem until a few months later Telus bought them. Apparently my account was transferred without my permission, I seem to have a telus account and tried cancelling it but 45 minutes on hold and they say I need to speak with another department, and it hangs up on me. Another 40 minutes on hold, and they say they can't cancel it and I have to call back. They waste hours of my time, for something I didn't sign up for, with a company I do not want to deal with, and refuse to cancel my account even though I do not have any contract or agreement with them.

    • Tahira M

      Date: 10/01/2024

      * **** **** **** *** *** *** **** **** ***** ***** **** **** **** **** ***** My carbon monoxide detector started beeping. They sent a carbon monoxide monitoring device as mine had expired, i installed it and worked for 45 days.. I paid for the device. It started beeping again. I called them and they tried to fix it remotely, it didn’t work. They had another 5 week to send out a technician. There was no mention of a fee, so I asked they said no charge. The technician came home said it was a sensor problem. I asked again any charge he said no. There was no work slip provided. Nothing. I get a bill for 350$ service fee. Apparently i should have known there world be a fee. How when i was told twice there would be no fee. No informed consent before and no work order after. Now i get text messages saying please install the device sent to you. There is no device. I haven’t ordered anything. ** **** ***** **** *********** They have no order, no customer service *** **** **** ** **** **** **** *** ****** **** **** **** **** ******** You cant complain, as it doesn’t not fall under mobility. ** *** ****** ******* **** ** ************** *** **** ********** 

    • Azhar Q

      Date: 26/12/2023

      I received an email from the collection agency stating that I owe money for unpaid Tellus bills. However, this is incorrect as they have mistakenly generated a bill in my name. I have an account with Tellus for home security and have been consistently paying my monthly bills on time, without ever missing a payment. But I am unsure about certain charges on my account statement. I am willing to pay any charges that are legitimate and belong to me, but I would like clarification on these specific charges. If there is a significant accumulation of charges that I am unaware of, it raises questions because I have been faithfully making my payments, and I only have one account with TELUS. Could you please provide me with a breakdown and justification for these charges? Thank you and best regards.

    • josephine d

      Date: 08/12/2023

      ******* **** **** * ***** Telus bought ADT, so both parties are at fault. Had a security system put in place, and since day one, multiple technician visits, endless calls to Telus/ADT, the problem remains unresolved. Caused enormous agony as they sent invoices for technician's visits when these people did not know what they were doing. Why? Horrendous service, and after 1.5 years, this situation is still ongoing. Cannot reach anyone who can resolve the problem (replace a defective camera). Have been given the runaround. Thousands of dollars, and defective merchandise. Unacceptable. Horrible app and every time we encounter a power outage, I need to go on site to readjust the settings on the NVR.

    • Sean E

      Date: 25/10/2023

      ****** **** I have never seen a company or business so poorly run. They get everything wrong. Signed up with it when it was ADT and things were rather decent, then ***** bought them in 2019 and ever since it's been a downhill road **** ****. The techs have no clue, *** *************** **** *** ***********. The call center cannot process a simple tech issue. The communication between the call center and techs is zero. Often the techs shows without the right equipment and then leave. Then you have to start the process all over again. The techs can also make your problem worse - one sensor wasn't working the tech make my whole system stop working. Be prepared to be on the phone 2-3 hours at a time multiple times until one day your issue may be resolved.

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