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Business Profile

Security Systems Consultants

All-Guard Alarm Systems, Inc.

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.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

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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Complaint status

Complaint type

  • Initial Complaint

    Date:09/18/2023

    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.
    I purchased a new home in Saratoga and All Guard was the monitoring company for the previous owners. They canceled their service upon moving out. I decided to choose a different monitoring company upon the previous owners recommendation. The new company discovered All Guard locked the panel when they discontinued service and asked me to call them to unlock it. When I did, All Guard told me this is their policy. I explained that the panel belongs to the owner (which they do not deny) and that I have the right to choose any monitoring company I want. They claim they do not have the ability to unlock it remotely. I offered to pay a months cellular service for them to regain access, they refused. I offered to pay for the service call for them to come and do it in person, they refused. They are essentially holding me hostage so that I am forced to continue using them or face a large bill to change out the panel. I am not sure if any of this is legal practice, but sure is not ethical or good business practice. I hope you can help convincing them to offer a way to unlock my own system so I can use it.Thank you.

    Business Response

    Date: 10/30/2023

    Hello ******************,

    We received your BBB complaint. I am sorry you had a negative experience. We are unable to remotely access your panel due to the fact that when we cancel services, communication is severed. However, we can come out to default your panel back to factory settings. This will allow you to reset the lock out code to whatever you would like it to be for your new monitoring company. The cost for this service visit is $250.00. We would just need you to reply to this email and confirm that you would like us to schedule you an appointment. Once confirmed, we can select an appointment date and take a payment by credit card over the phone. Payment for these service calls are prepaid. At this time, we are booking into the week of November 6th. So, the sooner you reach out to us, the sooner we can get you on our schedule. I look forward to hearing from you. 

    Thank you,

    *****************
    Office/Service Manager
    AllGuard Alarm Systems, Inc. 
    *********************************
    *********, **  94551-9356
    kbrady@ allguardsystems.com
    DID ************
    P. ********************** 
    www.allguardsystems.com

    Customer Answer

    Date: 11/02/2023

     
    Complaint: 20622079

    I am rejecting this response because:

    From: ************************* <*******************>
    Sent: Wednesday, November 1, 2023 5:28 PM
    To: ***************** <*********************************>
    Cc: ************************* <***************************************>
    Subject: Re: Locked Out Panel

     

    Hello and thank you for the response.

    Unfortunately this offer is coming several weeks too late. When I contacted you in September to request unlocking the panel I own, I specifically asked if it were possible for someone to come out and do the needed work for a service call fee. And I was told twice "no" with the second time being after "an internal escalation with inside sales" -- apparently locking the panel when you discontinue service was "modus operandi" or so I was reminded. Now I can see why you'd make this offer after I filed a complaint with BBB but that logical option was never accepted at the time of my call.

    *************************


    Sincerely,

    *************************

  • Initial Complaint

    Date:09/03/2022

    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.
    On June 26, 2022, I've spoken to All Guard agent ********************* on the phone regarding my alarm panel needing check-up. *** told me that I do not have to pay nothing other than the replacement for the battery for $38.29 when the technicians come to check up the alarm panel on August 8, 2022. The technicians came on August 8, 2022 to replace the battery and did a system check up. I paid $38.29 as part of the agreement. However on September 2, 2022, I received a bill for $198.75 from All Guard. Why did I receive this bill when *** told me that I pay nothing else during our phone conversation on June 26, 2022, Did I miss something during our conversation? I was told one thing by *** and now I received a bill for $198.75. This is poor customer service on All **********************. I need an explanation as to why I am being told one thing and yet I received a bill. No one warned me about this trick or deception. I am NOT very happy customer.

    Business Response

    Date: 09/29/2022

    Hello. Please see the attached email conversation between ********** and I. On September 7th, he assured me that he would remove his complaints, but it appears as though he forgot. If you have any additional questions, please let me know. Have a nice afternoon. 

    Thank you,

    *****************
    Office Manager
    AllGuard Alarm Systems, Inc. 
    1306 **************
    *********, **  94551-9356
    kbrady@ allguardsystems.com
    DID ************
    P. ********************** 
    www.allguardsystems.com

    Customer Answer

    Date: 09/29/2022

    Email response from consumer:

    *************** <****************************>

    Hi ******,
       All Guard and I made an agreement. I would like to close this case for now. I hope All Guard kept it's promise to me. Thank you.


    Sincerely,
    ***************

All-Guard Alarm Systems, Inc. is NOT a BBB Accredited Business.

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