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Business Profile

Security Systems Consultants

Chorus SmartSecure, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Security Systems Consultants.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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:01/20/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    The address for which service was provided from this company was sold in 2022 and I was continued to be harassed by this company despite the fact that I sent cancellations letters, which they claim to have never received, and then finally on June 20, 2022 I received an email from the company saying that there was a glitch in the system and I would not receive anything further from them. Then on January 20, 2023 this company, with no authorization from me, decided to deduct $787.35 from my checking account. This despite the fact that the last bill I received from the company dated June 17, 2022 (3 days prior to be told that it was a computer glitch causing the issue) was for only $249.95. They had no right to deduct this amount of money from my account without any authorization especially since I have sent numerous letters and emails cancelling the service and them telling me that it was their error causing the issue. The service from this company is below par and I had cancelled even before the property was sold so this deduction over triple what the last bill was for is just another example of the poor customer service and overall service provided by this company.

  • Initial Complaint

    Date:01/09/2023

    Type:Product 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.
    Chorus bought out OnGuard Security and we renewed our Fire Alarm monitoring with them expecting to get the same level of service. Fire alarm stopped communicating with dial out pad. Contacted Chorus and requested service. They, unlike OnGuard, do not provide service but did contact a company in Bessemer and requested service. After 2 days we did receive an email from this company asking what was wrong. Our response was we did not know. Never heard back from them again. Due to being an extremely flammable business we contacted another alarm company requesting them to come out a see what was wrong. We were told that our system was 3G and that it no longer worked. We purchased new equipment and have started our monitoring service with them. We renewed our annual contract on 11/01/22. We started reporting issues with them at the end of November 2022. We finally had our system replaced in beginning of December. During this entire time Chorus has not once contacted us telling us our system is not communicating? On 12/14 I spoke with ******* about cancelling our service and getting a refund. Cancellation email was returned to ******* on 12/14. On 12/26, 12/29 and 1/04 I have continued to call and ask where our refund is. You cannot get past ******* to talk to anyone. After finally speaking with ******* again on 01/05 I was told that they do not give refunds for prepaid contracts. I again advised het that they have not been monitoring our system as they would have been calling us since an alarm would have alerted them that we were not communicating. I have since found out that the manager I supposedly need to talk to is ********? I have left two messages with ******* and one message ********* to have her contact me about our refund. Crickets.

    Business Response

    Date: 02/14/2023

    This issue has been resolved positively with the customer.  Thank you.

Chorus SmartSecure, LLC is NOT a BBB Accredited Business.

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