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Business Profile

Burglar Alarm Systems

Matson Alarm Co, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Burglar Alarm Systems.

Complaints

This profile includes complaints for Matson Alarm Co, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Matson Alarm Co, Inc. has 4 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

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    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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    • Initial Complaint

      Date:06/24/2025

      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.
      I never approved automatic renewals or automatic payments including automatic payment increases per year. Charged $20 per month in 2023 then $25 per month in 2024 then $27.25 per month in 2025. Yet alarm system was not working properly since December 2023. No resolution was provided to fix the service.

      Business Response

      Date: 07/02/2025



      Thank you for bringing your concerns to our attention. We appreciate the opportunity to review your account and respond accordingly. After carefully looking into your concerns, we found that the account was placed on Autopay on May 8, 2019, by ********. At that time, ******** paid a past due balance on the account and authorized the account to be placed on Autopay and has been that way since then.

      Regarding the rate changes, we understand your concerns and would like to clarify that per your signed agreement, rate adjustments may occur over time. In accordance with this agreement, we mail a 60-day notice prior to the rate increase, which provides an option to cancel with a 30-day notice if you do not wish to accept the new terms. That said, our goal is always to work with our customers, and we are more than willing to discuss a resolution that meets your needs.

      You also mentioned that your system has not been functioning properly since 2023. Were sorry to hear this. Unfortunately, we have no record of any service requests or notifications from you regarding an issue with your system. As your service provider, its important that were made aware of any problems so we can address them promptly and ensure your system is working as it should.

      Although our agreement requires a 30-day notice to cancel your services, we waived this requirement and made your cancellation effective immediately upon your request.Additionally, there were three months of past due invoices on your account that we have waived as a courtesy. However, a refund for previously billed services will not be issued.

      We appreciate your time and well as the opportunity to have served you. Should you need any further information, please feel free to reach out to us.     

    Matson Alarm Co, Inc. is NOT a BBB Accredited Business.

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