Security System Monitors
Nortek Security & Control LLCHeadquarters
This business is NOT BBB Accredited.
Find BBB Accredited Businesses in Security System Monitors.
Complaints
This profile includes complaints for Nortek Security & Control LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 11 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/12/2025
Type:Sales and Advertising IssuesStatus: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.
Mr. ******* *********, CEO of ************************************. has knowingly refused to take responsibility for his company's proven defective product. The product is an alarm key pad. I want his company to replace the proven defective key pad in my *******. ***************************Initial Complaint
Date:10/02/2024
Type:Service or Repair IssuesStatus: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.
We purchased a mighty mule gate opener system and installed it for a customer 11 months ago. The system has been faulty from the very beginning and myself and mighty mule have the emails and transaction records to prove that the system has been faulty from the beginning. They warrantied one part for the customer. We got it back, installed it, and then another part was bad and that had to be warrantied. Each warranty and transaction issue with them takes approximately 2 to 3 months. Then when we got the second warranty part back we went to install it and the system still did not work because they did not send back the wiring for the antenna. The customer and myself as the contractor have been extremely disgusted with their rudeness and their product and now instead of sending us the part back that they didn't put back in on the warranty, they are forcing us to have to buy an additional part just to make their system work. I have much more detail I can give on this matter but I'm running out of room. At this point I have refused to install any more of their systems because of how often they break down on every customer. They should not be allowed to continue to sell these parts and rip off customers and contractors that have to continually go back for free to fix parts for for the customer that mighty mule does not reimburse anyone for.Initial Complaint
Date:08/13/2024
Type:Service or Repair IssuesStatus: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 bought Mighty Mule gate opener kit at ********** and the motherboard has broken part and in box there was paper that said do not return to store and contact mighty mule for replacement and did just that and agent stated I needed to bring back to store and or buy a new antenna when the antenna is not the issue but rather a broken motherboard. I cannot believe I need to return something that costs almost $900 for a broken piece in sealed box. Maybe mighty mule should package better.Initial Complaint
Date:05/28/2024
Type:Service or Repair IssuesStatus: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.
Bought a 372 mighty mule gate closer on November 22 2023 within 30 days it was broke. When I called they told me it was recalled to take it back to tractor supply for exchange. Tractor supply used my extended warranty,said there was no recall. Got another unit on December 28 using my extended warranty. Now on May 27 2024 that gate is broken. They say the closer arm went bad and destroyed the board. Yet this isn't covered by warranty. The closer arm is a sealed unit. I have no way of knowing it was going out. I've had other mighty mule 362 gate opener. They worked fine. This new gate opener is a piece of trash,just look at the other people who have complainedInitial Complaint
Date:05/14/2024
Type:Service or Repair IssuesStatus: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.
On March 14th, a claim was filed with Nortek for its product line Panamax under the terms of PANAMAX SURGE PROTECTOR CONNECTED EQUIPMENT PROTECTION POLICY. The company requested the original purchase receipt, damaged Panamax unit, WARRANTY CLAIM form, diagram of connected equipment and photos of damage. On April 11th, the company acknowledge the Panamax unit was indeed faulty and sent a replacement unit but failed to address the LIFETIME SURGE PROTECTOR clause. Multiple request were sent requesting an update for the damage the unit caused to the connected equipment. On May 1st, CS was contacted, *********************, and he explained Nortek had dropped the ball of this claim and would be update the claim for reimbursement shortly. On May 3rd, Nortek acknowledged the LIFETIME surge protection policy requesting In reviewing the claim documentation, I need a copy of the estimate/invoice for repair for each component claimed as damaged. Please submit the documentation from the certified repair center. Additionally, per the POLICY, the proof of purchase for all claimed units is required to complete resolution. A third party estimate, additional photos of the damage, and proof of purchase for each damage piece was provided. Upon receipt, CS, *********************, again acknowledged all necessary information was received and now all that was left was to determine the claim dollar amount to be reimbursed. On May 13th, Nortek responded denying the claim stating the Panamax unit had a 3 year warranty and they sent a replacement unit as a goodwill gesture. Nortek failed to address lifetime surge protection policy. $5,000,000 Lifetime Connected Equipment Warranty: Panamax will replace, pay to replace at fair market value, or pay to repair, up to $5,000,000 of equipment that is damaged by an AC surge while connected to a properly installed Panamax surge protector, if the surge protector shows signs of surge damage or is operating outside of design specifications.Initial Complaint
Date:04/07/2023
Type:Service or Repair IssuesStatus:AnsweredMore 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.
We purchased an ELAN home control system which ties our security garages cameras music lights, and tvs together in one system. A home automation system. A feature of which we had full control of our home remotely. In December the company turned off the server which provided a static IP address to enable remote connections. However instead updating there app to allow remote connections with a consumer provided static IP they choose to demand a hardware upgrade that requires thousands of dollars in new hardware and programming services. The issue is this system controlled our home security and camera system so we had piece of mind when not home to see what was happening where ever we were. When i asked about them correcting there app they said they would not accommodate the request even though we bought the feature they now "bricked". AS per **** "s you know our ** series support for remote connectivity is no longer active. We recommend you contact your dealer to upgrade your controller. If you do not have a dealer we can recommend one." Now its not that they cant allow a static IP to access you system its they wont because they want you to buy new hard ware and pay for the same features all over again. they use remote ports ****- and **** that allows firewall access. So bricking old units and then not allowing people the access they paid for unless they buy un necessary upgrades is highly unethical business practices. I want the remote access restored or atleast the ability to use my own static address to control my system again. Other controller companies like Crestron or control4 allow easy remote access and would never do this to there customers. I'm thinking I should have never given ELAN my business to begin with.Business Response
Date: 04/17/2023
To Whom it may concern,
We received the complaint from ****************************** Unfortunately, our HC series support for remote connectivity is no longer active. We shared this information with the customer and recommended he contact a dealer to upgrade his controller. We also offered to recommend a dealer if he did not currently have one. We also provided a dealer locator ********************************************************.
We have discussed this complaint and are working with our sales team to identify a dealer in his area that he can work with to purchase a replacement and get it installed. Once that dealer is identified we will reach out.
Thank you,
****Customer Answer
Date: 04/17/2023
I reject this completely, We (everyone) with an HC system does not need your relay server to connect remotely. Your system allows an ip connection locally. To say its not possible is a lie. You again prove the point you are forcing Un needed upgrades when all you have to do is just enable the app to connect remotely via static ip address. You are putting my home and family at risk.
We should have never bought this system, we should have used Crestron or control4. They both have legacy systems that allow this connection type. However they dont attempt to fleece their end users after they paid for a service.
Initial Complaint
Date:03/05/2023
Type:Sales and Advertising IssuesStatus:AnsweredMore 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.
We bought the *** **************** Operator with full set, that was installed by a licensed professional. The unit malfunctioned and stopped working within a short period of time. We had contacted the maufacturer and discovered that the unit was recalled. The company mailed us a prepaid mailing label for return shipment. The company recieved the Gate opener unit in full and confirmed with us. We never got promised refund, even though we always maintained our sequence in following up with the manufacturer via emails and letters regarding our refund. Upon request we would provide proof of all communications.Business Response
Date: 03/07/2023
To Whom it may concern,
We are unable to locate any customer information under the name ******************************** To further investigate we need the customer to provide the following information, Case #, RA # or any other supporting information.
Best Regards,
***********************
Customer Answer
Date: 03/08/2023
please provide me with any of your companys point of contact information and well forward you the details of this issue.Business Response
Date: 03/08/2023
Good Morning,
You can send your case#, RA# or any additional information to ********************************* and please reference BBB complaint #********, or you can include this information in this communication as well.
Regards,
***********************
Initial Complaint
Date:11/05/2022
Type:Service or Repair IssuesStatus: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.
On December 25, 2020 I purchased a Panamax power conditioner from Amazon.com on order # ***-4569395-8353045, in the amount of $549.94. It stopped working this year, within the factory's 3-year warranty period. I contacted Nortek Controls the manufacture directly on 9/6/2022. I was issued case # CASE2548104 by them, told to destroy the unit and take pictures and send to them and they would ship me a replacement unit. I did so with no response, after 4 follow up emails. After them making no attempt the settle this case I contacted Amazon.com and was told by them that will would not do anything to help me. I would like to file a complaint against both ******* Controls and Amazon.com for failure to honor the warranty and stand behind there product., and I expect one of the to replace the unit as promised.Initial Complaint
Date:10/12/2022
Type:Product IssuesStatus:ResolvedMore 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 purchased an item from this company (MMS_131322/CASE2540185) but realized quickly it was the incorrect item for my needs and initiated a return. I followed the instructions and later followed up to check on the status of my refund. The ** rep indicated, "I do show that the item was received at the warehouse, but it is still in the process of being received into our system." I followed up every few days to check on my refund status only to learn that they had misplaced the item. They asked me for tracking info, which I no longer had due to already receiving confirmation of receipt. For the past several weeks I no longer could get a response from them. I am owed a refund for this item. It is worth noting that I received excellent customer service up to the point of the return. I don't know if there was a change of staff or policy or what, but this seems out of character. All I want is a refund for the item I returned. I have submitted a printout of the email exchange as evidence. Please see p.6 in particular. Thank you for your help.Initial Complaint
Date:07/29/2022
Type:Service or Repair IssuesStatus: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 purchased a Mighty Mule gate opener. I also bought the accessory to be able to control the gate remotely and most importantly send me notifications when the gate opens and closes. As I have now noticed an too common issue is their system quits sending the notifications. The only option they have for tech support is by phone which does no good for deaf people, an ADA ********* for an ***************** They have no real on-line tech support as their on-line support is only pre-made answers to questions, ironically nothing pops up about the system stopping sending notifications even though looking at reviews, this is the number one issue people are complaining about. Even when I set the app to "high" on the power setting, it keeps going back to low.
Nortek Security & Control LLC is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.