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Business Profile

Security Guards

Securitas Security Services USA, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Security Guards.

Complaints

This profile includes complaints for Securitas Security Services USA, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Securitas Security Services USA, Inc. has 31 locations, listed below.

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    Customer Complaints Summary

    • 7 total complaints in the last 3 years.
    • 1 complaint 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/24/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      08/01/2024

      This is my third time filing a complaint because this company is so horrible. I called and no one answered. I emailed M******* ****** who won’t reply. This is a fraud company. Alarm system hasn’t been working since August and I have been trying to cancel ever since and no one will help me. I have emailed Mitchell numerous times and the company even lied and said they resolved my first complaint with BBB which they didn’t. Do not get services from this company. I will not be paying any bills but they keep sending me bills. I want this company to stop sending me bills and cancel effective August 1, 2024

    • Initial Complaint

      Date:01/17/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      The vendor is billing inaccurate charges for services not performed at our HOA community in Fremont. We do not wish to pay the invoice charges.

    • Initial Complaint

      Date:12/11/2023

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Cancelled my security system at the end of May 2023. I paid my semi-annual bill on April 1st for the upcoming 6 months. Did not receive my refund for the unused portion of the service. Have made repeated calls to the company requesting the refund. Also sent emails referencing date service was cancelled and when last payment was made to them.

      Still waiting for the refund.

    • Initial Complaint

      Date:12/04/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      This company has failed to honor its contract dated 11/10/23 to provide security services to us (attached). Our account number is 10837676. We have spoken on almost a daily basis to the following people:

      ###-###-#### Adam, who transferred us to J******
      ###-###-#### Client services….called 3 times beginning 11/29/23, and they never called back
      ###-###-#### G******** *****, with whom we signed the contract. He makes promises, but who has yet to provide us with service.
      ###-###-#### L***, who was contacted by the corporate office with the necessary info. He also makes promises, and nothing happens. He and Guillermo keep tossing the ball back to each other.
      ###-###-#### B****, who came out and told us we needed an upgraded system, because he could not get the old panel for security to work.

      As of today, we have had no security since 10/18/23. Yet, the company sent us an invoice for an amount larger than the contract requires. (Attached). We have not paid anything yet.

      We would appreciate any help you can give us. Thank you.

    • Initial Complaint

      Date:11/28/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 had Stanley Security services since 2008 at our residence at *** *********** ***** Blvd. Please CANCEL our account Immediately, and retroactively for 12 months. In
      addition, please refund the annual fee of which was last paid June 12,2022 in the amount of $219.61.

      Our communication connection to Stanley Security was not working due to a change in our telephone land-line. We Installed a new land line to accommodate the Stanley Security
      system. We wanted to have the alarm re-connected to Stanley Security Surveillance. We scheduled a service call in the fall of 2022. The service person came to our residence yet
      could not fix the issue and told us to call customer service.

      We repeatedly called customer service at Stanley and was connected to a call menu. Each time we got through to a person they would state they cannot help us and our call was then
      transferred or disconnected.

      After months of not being able to schedule a service call, we started calling to cancel our account. Each time I called, and after being on hold for an hour at a time, we were told they
      could not help us, and they would transfer us to another extension which again put us in an hour-long queue.

      The service issues started about the time the merger was announced between Stanley Security and Securitas.

      It has been a year since our service was not working. There was no valid communication connection with Stanley Security, and we could not get a service call.

      We have been trying to cancel the service since June of 2023. Again, we could not reach someone that would accept our cancellation, and there Is not a website that will allow
      transactions or communication on our account.

      We routinely receive recorded calls from Stanley Service "alerting" us that the communication line was not connected. When we call the number provided, they state they cannot help us, "they are not able to cancel an account," or "unable to schedule a service call".

      We tried to locate an office in Saint Paul or Minneapolis but was unable to find a physical office to visit.

       

    • Initial Complaint

      Date:05/10/2023

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Date ranging from 12/2022-05/2023. We are trying to cancel the services due to poor service and two no shows for service tickets asking that the system be repaired. we have multiple issues with the system and Securitas is trying to hold us to a $5000 +/- contract buy out though they have not been responsive in hold up their end.

    • Initial Complaint

      Date:03/17/2023

      Type:Billing Issues
      Status:
      Unanswered
      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 canceled residential alarm monitoring service with Stanley Convergent Systems, now owned and doing business as Securitas Electronic Security, Inc. They processed and confirmed my cancellation on October 10, 2022, assigned case number 00878347, with a specific refund of $362.90 promised by E-Mail which was signed by Juan J. Gil, Customer Service Representative. Five months later, no refund. Nothing, despite E-mail follow-up inquiries.

    Securitas Security Services USA, Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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