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Business Profile

Security System Monitors

Grand Alarms Ltd
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

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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:29/01/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Incident Details:

    Date: September 30, 2024
    Issue: At approximately 7:24 AM, a duress alarm was triggered. Instead of dispatching the police immediately, Grand Alarms called me twice at that time and again at 8:00 AM, using the same phone number despite the emergency nature of the situation. This violates their protocol, which mandates immediate police dispatch without calling the client.
    Background: This was especially concerning as my family and I had been victims of a shooting incident one month prior. Immediate police dispatch was critical. Although the police were dispatched at approximately 7:27 AM, they did not arrive until about 25 minutes later, which was an unacceptable delay in an emergency.
    Result: Despite the mishandling of the alarm, I was charged for the police dispatch, which I believe is unfair given that the company’s actions delayed the response time

    Business Response

    Date: 28/03/2025

    The customer has an agreement with Grand Alarms.  They have elected to have a service that does not dispatch any authorities and is to be notified only by phone.

    The customer had an emergency code programmed on their system that sends a panic signal to the station and disarms the system.

    The invader would see that the alarm was disabled.

    The use of the ambush code resulted in “notifying” the customer by phone and it also resulted in dispatching the police as the customer did not answer the phone twice.

    The customers false alarm fee from the police because of the customers use of the add on service emergency panic code that was entered and 2 calls that were ignored will not be credited.

    If the customer does not want the ambush code and would like it removed we would be happy to do so.  The customer needs to send us that request in writing.

  • Initial Complaint

    Date:25/05/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    ACCT NUMBER: *********
    -Continuously get billed monthly when alarm was never installed since April 2022.
    -Billing non-alarm monitoring fee - 24 hour alarm monitoring service monthly fee (alarm was never installed in the house)
    -Scheduled an appointment previously for a technician to come install the alarm (did not show up on the day, waited at home for 4 hours then I get a call after 4.5 hours from technician saying he is not showing)
    -Called to speak to the manager (company said someone will contact me but never did regarding the point above)
    -

    Business Response

    Date: 08/06/2023

    We were not able to install the system as the technician was late for the appointment.  Since the system was not installed, we have deleted the invoice for the outstanding balance.  We offered to reschedule the installation appointment but the customer declined.  The account has been closed down.

Grand Alarms Ltd is BBB Accredited.

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