Complaints
This profile includes complaints for Smart Systems Technologies Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5 total complaints in the last 3 years.
- 5 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:09/18/2024
Type:Status: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.
In July 2023 I purchased a home through ***********. An SST security system was included with the home. When the techs came to install the system, I let them know I wasn't really interested in paying the hefty monthly fee for the security system. They informed me the first year would be free, and if I didn't want the system at that point, I could just cancel. Little did I know, there was a clause in the contract that stated I would be required to pay for 2 more years if I didn't cancel after 3 days. The contract was hastily handed to me on an Ipad and I was rushed to "initial here, and sign here" so that we could begin our free 1 year trial. The tech misled us, convincing us that the free year would be a trial run, and there would be no penalty for cancelling at the end of that period if that's what we wished to do. There are multiple ****** reviews stating that the exact same thing has happened to multiple other customers. While the contract does state that the remainder of the contract is to be paid out upon cancellation, their tech/agent misled us, omitting any information and clearly making it sound like we could cancel penalty-free. I want out of the contract with SST as we were misled by their representative.
Business Response
Date: 01/29/2025
Resolved. Communication was established with the client. Client is a current customer of *********************** and we have notes in his file to cancel his account at the end of his 3 year agreement. Documentation of the terms of the contract were provided to the customer and verifiedInitial Complaint
Date:09/11/2024
Type:Status: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 have purchased over $5000.00 worth of equipment from this company. A security system that started to fail after 2 years and was told it is outdated and needs to be replaced. Now a doorbell camera that is 3 years old and has failed and told again it doesn't hold up in ******* heat and needs replacement . They are putting in questionable equipment and charging high prices. I have paid $42 per month for monitoring and some of the equipment doesn't even work.Business Response
Date: 01/29/2025
Resolved. The security system discussed in this complaint was purchased a couple of years ago and was outside of the original warranty window. Unfortunately the manufacturer (which was one of the largest in the nation) shut their doors. This was not something we had control over. The system is functioning as intended and the most recent service visit regarding the video doorbell was caused by the homeowner changing their modem and router. When modem and router are changed out, any devices previously connected to the network need to be reattached. This was the cause of the video doorbell not working. System is now almost 4 years old and still functioning as intended.Customer Answer
Date: 01/29/2025
I am still very unhappy with this response. Still have 2 key parts of my alarm that don't function and haven't been since this system was not even 2 years old. I understand the ring doorbell and modem service call but it went down after that call and was told it couldn't be fixed due to the heat in ******** Weeks later it started working again. Just such junk for equipment.Business Response
Date: 02/04/2025
Good morning, I have instructed my VP of the *********** to contact ****** ******* to explore further discussion and resolution including an upgrade to the system. We are committed to our customer and will continue to work to resolve the dispute.Initial Complaint
Date:04/27/2023
Type:Status: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.
In 2021 we bought a receiver for our surround sound. Back in December of 2022 I called to see why our TV was not working after 2 visits and months later they took the receiver on March 6th 2023. Ever since we have received all kinds of excuses as to why we don't have it back. 1st it was the company was backed logged. Then it was they were waiting on a part from *****. Then it was they needed to send it to another repair shop in **********. Today they told me they may get to it in two weeks. I did request a new one and a manager said it was to old. They receiver has a 3 year warranty and it's not even two years old. Sick of the run around. We paid for some we can not even use. I have to keep e-mailing them. Also I keep e-mailing the person who sold our smart home items to ** and he will not respond. We want a new one ASAP!!!Business Response
Date: 01/29/2025
Resolved. Unfortunately, the manufacturer of the product we installed required the product to be sent back to their facility in order to handle the warranty repair. The warranty itself is established through the manufacturer, not through our company. We tried to help facilitate the warranty repair with the product manufacturer and as the client stated, it took almost two months for us to get a response from them. We completely understand and empathize with the clients frustration and have explored alternate products for our clients going forward that will provide better warranty coverage on their products. At this time, the product is repaired and back with the client.Customer Answer
Date: 01/30/2025
They never fixed or even reinstall our product. We had to buy a new one. They were also very rude and lied about everything.
Business Response
Date: 02/04/2025
Good morning, I attempted to contact Lisa Prokosch directly yesterday. I am committed to a resolution and hopeful to get to speak directly with the client to come up with a solution that makes them happy. We were genuinely not aware the manufacturer never sent back their product.Customer Answer
Date: 02/05/2025
I never received any communications from them at all, No e-mail or call. They sent back the unit and refused to install it. We had to hire someone who cost us money which it never worked. Like I said we had to purchase a new unit from someone else.
****
Initial Complaint
Date:01/04/2023
Type:Status: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.
Company installed home automation. Technician did not inform customer of the job or potential exposures to health hazards. Tech was not wearing bunny suit, nor booties to prevent the spread of insulation. Tech was working at jobsite with power. Tools and insulation was exposed, causing it to become airborne and spread all over clothing ,work equipment ,and carpet. tech did not clean up with a commercial vacuum since he did not have one at the time he used his hands to pick insulation up, causing it to be disturbed more and creating more airborne particles. Tech was aware of children at the home, and failed to communicate the fact that, he has left fiberglass insulation all over carpets and self while walking throughout premises due to lack of equipment to preventative the spread. Household now left to the exposure of fiberglass and health hazards associated with that like irritated skin and respiratory problems due to the tech walking around, spreading the insulation. Creating health hazards for residents and infantsBusiness Response
Date: 01/29/2025
Attempted Resolution, with no further follow up from client. SST was not the original installation company on this project. We were hired by the home builder to help troubleshoot an issue left by the original installation company. During this visit, we removed a blank plate from the ceiling and insulation fell from the ceiling and onto the clients uniform. We offered to dry-clean any items that were exposed to insulation and offered a cash reimbursement to assist with the costs. We never received any further communication or receipts from the client to cover any dry-cleanings costsInitial Complaint
Date:12/21/2022
Type:Status: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.
Paid for a security system to be installed in my new build home. Once the employees knew I was not going to take the additional service I was discarded and pawned off to someone else who 2 weeks later has still not reached out to me. I feel this company is a scam as my home has been without the protection I paid for. The company should have had this system installed at the time of closing as it was a part of the new build contract.Business Response
Date: 01/29/2025
Resolved. Unfortunately, we dont have too many notes on the steps or timing of this complaint as it is over 2 years old now. We can however confirm we did complete the installation for this client.
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, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
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.