Complaints

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.

• Initial Complaint

  Date:12/06/2024

  Type:Product Issues
  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.

  I have attached a document showing some of the email correspondence with the company. There were also multiple telephone interactions as well. Essentially, they have not honored their pricing guarantee nor provided any resolution to my non-working equipment other than I can buy a new system. All the while, they have continued to charge me until a couple of months ago when I changed my debit card information so it wouldn't process anymore. Even still, I am getting notices demanding payment when it is well documented that I want a refund for the months my system wasn't working and for my account to be cancelled. None of which has happened even after they acknowledged the system could not be restored and they would look into my refund. I went months without service leaving my family at risk while deployed and still being charged and was forced to buy a new/different system while still being charged for this non-working system. I want refunded all monies charged for 2024 and a partial refund for the new system I was forced to purchase due to their inability to adequately service mine.

  Business Response

  Date: 12/14/2024

  I do see that Mr. **** has been in touch with our care team.  Mr. **** is still on our legacy system, which is no longer manufactured.  He's currently on the self monitoring plan, but claims he's had issues with the system.  We aren't able to replace his system, because that is no longer manufactured, so to he would need to upgrade to our new system if he chooses to stay with our services.  I will follow up with Mr. **** in our ticketing system, and discuss the options if he wants to remain with our service as well as his options if he wants to cancel.  Thank you!

  Customer Answer

  Date: 12/14/2024

   
  Complaint: 22651890
  
  I am rejecting this response because:

  I have spoken to them on multiple occasions  they have done nothing to help me  the last attachments show that  all they are doing is trying to extort me into buy the new system while continuing to charge me for the legacy system that doesnt work  I want my money back  no more  no less  and be done  I have already engaged a new provider  a

  
  Sincerely,
  
  *** ****

  Business Response

  Date: 12/16/2024

  There was a complaint for the hub being dead in March. One of the the months was already refunded to credit and that credit was used to pay the following month.  Mr. ****** monthly charges, due to being on the self monitoring plan were $21/month. There were also several past due invoices. I have gone ahead and issued a refund in the amount of $116.74 to the card on file.  I have also cancelled the subscription on his account to prevent future charges. The refund was issued today, but could take up to five business days to reflect on his statement. 

   

  Thanks.

• Initial Complaint

  Date:07/12/2024

  Type:Product Issues
  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.

  Last week I ordered seven security cameras and monitoring. They promised that ***** would deliver them this past Monday and I would have to sign for them. They never make good on any other promise. The only thing that they did do was charge my credit card. I called my credit card company and they said that the company was paid on July 5th 2024 for *****. And now I still have a security problem with no help. Very unscrupulous by this company in my opinion. I want my $***** back right away. I want no more to do with this company other than to get my refund

  Business Response

  Date: 07/17/2024

  ****'s sales rep from Deep Sentinel called her on July 15th to check why she disputed the charge on her credit card. She admitted that she had the delivery date wrong and that she would call her bank to reverse the charge.  She has received the equipment, and also admitted to her sales rep that she filed a complaint with the BBB that she wanted to reverse.  Here are the call summary notes:
  
  "The purpose of the call was for the agent to check in with the customer, ****, regarding a canceled charge and to address any concerns she had. **** had disputed the charge due to a misunderstanding about the shipping date. The agent assured **** that everything was good on their end and advised her to contact her credit card company to clear up the dispute. **** also mentioned that she had left a bad review on the BBB and needed to reverse it. The agent provided understanding and reassurance throughout the call."

• Initial Complaint

  Date:05/15/2024

  Type:Order Issues
  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.

  Deep sentinel is attempting to force us into a new agreement after we have already paid for the year, since we do not agree with the terms they have shut down our system without explanation or refund. They will not adress the issue.

  Business Response

  Date: 05/21/2024

  Hello!

  I personally spoke with ***** on the phone last night, 5/20/24. We had a great conversation and he provided some valuable feedback.  I was able to make an exception for ***** and process a refund for the prorated amount of the remainder of his subscription.  His account cancellation request has been processed and will end on 5/31/24.  

  This specific issue should be completely resolved. 

• Initial Complaint

  Date:04/25/2024

  Type:Customer Service Issues
  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.

  I am reaching out in regards to a recent incident where a guard did not intervene when an item was taken from my property on 04/23/2024. At 6:51 pm a door dash driver dropped an item off on my front porch and the event was verified by ************ #**** then at 7:12 pm the item was taken from my front porch by a caucasian male. The same guard verified the event and did not intervene. The video loop clearly shows him walking off of my property with the item.I am looking for an explanation of why the guard did not intervene or even call me to verify that someone was allowed to be on my property and alert me of the event. I would also like to know what remedy will be offered for this situation. As a customer, I entrust that my property will be protected and that did not happen. I have been an active customer since the beta launch of ********************** and I continually find myself more frustrated due to the lack of quality and protection. When you launched your service you were amazing and now I feel like you are like any other security company out there except with a premium cost. My family and I have always been huge supporters and believe in the product and service you offer but,this has me very concerned.After contacting customer care, I was blamed for the incident due to a protection zone issue. If the guard still saw the subject taking something from my porch why was I not alerted? This is not a valid excuse.

  Business Response

  Date: 05/06/2024

  On Friday 5/3/24, one of our agents that worked the investigation for Mr. ************* sent an email to the client, letting him know the investigation results for the incident that happened on 4/22/24. In that email we clarified that when the guard received the feed, the individual in question was walking away, towards the neighbors, and it wouldn't have been clear that that the individual had taken the door dash item from the front porch. We did suggest adjusting the protection zones in a way that would optimize the coverage of that front porch area. In addition, we voided the payment due on ********************************** account, so the last month of his monitored subscription was not charged.   

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21623618
  
  I am rejecting this response because: *********** continues to place the blame on me for the event.  I have included their advertised times of response which they did not adhere to.  The cameras were also set up properly per their guidelines to avoid plants, flags and other things that *** trigger the camera please see the attachments. 
  

  They can resolve this by providing 3 months of monitoring for both properties on the account while we find another security solution. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:08/22/2022

  Type:Product Issues
  Status:

  UnpursuableMore 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 have ordered 2 sets of cameras from this company at then end of 2021 and beginning of 2022. We have not installed those cameras, neither activated any of those cameras. Deep sentinel start charging me starting Feb 2022 for monitoring services. I have start reaching them in June 2022. Everytime, they told me somebody will call me back. I have reached my credit card company on August 15th 2022. Again, this company said they will review it. I called in on August 17th, they said they will let me know no later than on August 19th. As of today, August 22nd, nothing has happened.

• Initial Complaint

  Date:07/18/2022

  Type:Order Issues
  Status:

  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.

  Jan 27-2021, I ordered 3 cameras and I paid $795.53 . My home computer is always seriously hacked. Hackers control my home computers . This company always emailed me about installing the camera system . I explained my family couldn't stop the hackers and refused many times . If I install them I have to use a computer to view the recorded camera . I didn't install them . I have not signed a contract with this company . I have not seen DEEP SENTINEL COMPANY'S MONTHLY security Camera **** . One day this company told me I owed this company money $1.200 . March ********************************* about my debt of $1,200 . I told him " My home computers have always been severely hacked . I didn't install the camera system . I have not signed a contract with this company . I have not seen THIS COMPANY'S MONTHLY security Camera **** . Why do I owe this company $1,200 ? " I didn't want to owe them $1,200 any more . Before I sent my cameras back . I MUST SIGN AND AGREE with DEEP SENTINEL COMPANY " my return camera system , Deep Sentinel will FORGIVE an outstanding balance of $1,200. Deep Sentinel shall accept from my returned product in lieu of further attempts to collect a debt ".After I sent them , I asked them " My home computer has always been severely hacked . Hackers control my home computers .I didn't install them . I have not signed a contract with your company. I have not seen DEEP SENTINEL COMPANY'S MONTHLY security camera **** . why do I debt your company $1,200 " . They emailed back " When you purchase a camera surveillance system it comes with a one year monitoring contract that starts 30 days from the date of purchase " I told them " Don't lie to me . When I bought them . I didn't see them coming with a one-year surveillance contract or starting 30 days . If I had seen that, I would never have bought these cameras." Then they didn't respond back to me. My Order #**** . I paid $795.53 , I want my money back PLEASE