Complaints

This profile includes complaints for A3 Smart Home Lp's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  A3 Smart Home Lp

  1277 Treat Blvd Walnut Creek, CA 94597-7975

• 

  A3 Smart Home

  8312 S Hardy Dr Ste 104 Tempe, AZ 85284

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:04/01/2025

  Type:Service or Repair 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 ordered service February 2024. Shortly after I lost my job and called in to cancel the service as I couldn't afford it + I have 4 German Shepherd dogs and no need for the service. I talked a man who said he was giving me 3 free months & would check back to see if my situation had changed. Without checking back, service was reinstated at highest rate of $40 per month. I was not aware of this until I got a new job and during orientation & training the fire alarm went off. I tried to get through orientation & training with my computer muted. I was getting tons of phone calls and saw that one of the calls was from police. ************* department were ready to bust my gate down due to the false alarm. I had to stop training. The alarm stopped. I got back to training and it went off again, ************* came back and my husband was contacted at work to come home. Then I get a call that my service was turned off for non-payment and I owed $200 that was going to collections & against my credit if I didn't pay. I paid under protest and someone from accounting was supposed to call me to discuss adjusting the bill. I agreed to keep the service at the lower rate of $20 only because I could press a button the wall to call *************. I never received a call from accounting to adjust the bill, but I did just get a call because the bill is delinquent again and it was not lowered to the $20 rate. The offer of 3 free ************** back with me was a scam. I've paid $200 already under protest, I did not get a call to adjust the bill, they did not lower the rate to $20 as promised and I'm guessing the new bill is another $200 that I refuse to pay under the threat that they will report it on my credit. I've spent hours dealing with AAA. No one I talk to is able to adjust the bill. I wanted the bill adjusted, take the $200 I paid and call it even, but at this point with all the time I've wasted with them, I'd like all of the charges adjusted and my $200 refunded. ****************

  Business Response

  Date: 05/02/2025

  This is the response received from Smart Home.

   

  Re: **** ******* Customer # *****
  Contract terms: Signed 02/2024, auto renewal for successive 1 month (Renewal Term) unless canceled
  with communication no less than 10 days prior to the end of contract term.
  We have reviewed your response and the following has been determined:
  Our records indicate that this account has been canceled on 2/14/25. Per our records of the call on
  4/11/24, the Member called to request cancellation and a **************** Representative offered the
  Member 3 months of free monitoring if she agreed to stay. In this call there was no offer to call the
  Member back in case she did not want to renew her contract after those 3 months. The Member did
  enquire about lowering the monthly rate from $39.99 to $19.99 after the 3 months of free monitoring
  service, but the representative advised that lowering her rate would switch her to the monitoring package
  that does not include camera service. The Member agreed to losing camera access and lowering the rate to
  $19.99 after those initial 3 months. Due to this error, we will agree to refund the paid amount of $199.95.

   

  Sincerely,

  Lakshmi Pal

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

• Initial Complaint

  Date:12/04/2024

  Type:Product 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.

  On October 7th 2024, I contacted AAA smart to get a quote on a home security system . I spoke to a agent by the name of ******* ****** who gave me a quote sent to my email. After reviewing the quote, I decided to get home security system installed . After my appointment was set, the agent asked me if I knew anyone I could refer and I would get a $100m gift card. So I referred my uncle ****** ****** . I told the agent that I would call my uncle first to make sure that he wants it. After speaking to my uncle, he agreed to also have AAA smart home security system installed at his house at ****************************************. I then called the agent ******* back and provided him with my uncle's contact info. Since my uncle did not have an email address, his quote and installation appointment was sent to my email address after getting his approval to do so. His appointment was set on October 11th 2024. I called ******* and asked when I should expect to receive the gift card and he stated that he would be sent to me electronically 2 to 3 business days after my referral system has been installed. So on October 15th 2024, I sent an email to the agent ******* to confirm that my Uncle system and myself had successfully been installed and I have yet to receive a gift card. I never received a response back from the agent. I sent another email on October 20th stating that I did not receive a response to my previous email and still haven't received the $100 gift card. I did not get a response back from the agent once again. So on Friday November 8th, I contacted customer service to to inquire about my gift card. I spoke to a gentleman who stated that he would escalate the issue to the right department so that this could be resolved expeditiously. I still have not heard back from anyone and it has been over a month. This is why i am filing this complaint for false advertising and demanding that I receive the $100 as it was promised to me.

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 been a member with ***, since 2013, *** never had any issues, until I got the alarm system. At first, it was perfect, runs smoothly, efficient and crisp viewing. I had to switch providers (internet) for a short time. The smart home came out and did their job. No worries. We hated the provider and went back to our old provider. Requested to have it billed as an installment plan, was told okay. **** was called to the house, 9/10, I was aware its $125 an hour. It took **** Five hours, to hook up everything and did not finish. Took advantage of me because Im deaf, ABs cant hear anything. He told me, no charge because its not done. We Buy an extender, **** comes back on the 24th. Takes him two hours, to hook up. I was told no charge, signed the agent by electrical signature. Showing zero charges. The next thing I know, ******?! Taking $154, die the alarm payment, plus ****** per hour, wiped my account into the red, plus overdraft fee. I reached out to *********, explained my situation, was told Id be reached at the end of the evening, or my email if time is not a reasonable. Got nothing all weekend. Hubby calls and they said it the charges are correct and charged. Why would it take Five to six hours to hook up the cameras and a doorbell?? I can understand 5-6 hours doing house modifications like installing the cameras, wiring and so on. But to re hook up 3 cameras and a doorbell? **** spent literally the entire time on the phone. With who? Work maybe. Very slow, didnt seem like he knew what he was doing Am I wrong? This is too high of a charge, I never saw the total until my back was in the negative, with ****** from smart home. This is wrong, Im not happy about this at all. Im planning on finding another alarm system, possibly switch all my auto and home to someone else. Not cool. I never say a statement or anything, thats the impression I got was no charges.

  Customer Answer

  Date: 10/21/2024

  Good afternoon, ********,

   

  It got resolved, AAA refunded ****** back and only charged for the 1 hour service plus my monthly payment was deducted from the ******. Its all good now.

   

  Thanks again for your help.

   

  Have a great Halloween!

   

  Emi

• Initial Complaint

  Date:09/19/2024

  Type:Service or Repair 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.

  Had them as home security company for many years said to leave my old system for the new owners which I did called to get a new system under their "Mover package" as I was told by the ***. *** to new location was told by sales *** no such thing and I would have to buy new system and they are having a 50% off sale and they can deliver to my temporary home and I will not be charged until it's installed. They didn't uphold any of their promises. And sent it to the wrong address and charged me right away. So, I cancelled the contract as per the language in the contract and was also told by the sale *** *** ******** both said I had 5 days . Which was confirmed by their customer *** ********* that I did cancel within the time period, I did not receive any equipment ****** receipts showing them getting all the equipment back - it was sent to the wrong address twice because of the timing) and I would get my money back. They did not refund my money had to dispute it with the credit card company. Never received the system and did not want it because I did cancel but still charged me the monthly finance charges for the system and the monitoring charge. Called another customer service *** ******* she confirmed that the contract was cancelled and said I should get my money back on the monthly fees. Did not so I had to dispute that with the credit card company as well. Now they are trying again ( just received and email from ***** (****) *****-*****) even after I disputed both charges with the credit card company. Lost over $2,400 by leaving the old system and then trying to over charge me for the new system. I was planning on using them in the future when I move again but this is not right that I have to do this just to get a copy of a cancelled contract because they did not want to do what they said they were going to. Plus I am a *** member and use their insurance which this makes no sense to harass your members/customers.

• Initial Complaint

  Date:08/28/2024

  Type:Service or Repair 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.

  (Note, all my interactions with *** were with the same associate except for the installation of the alarm system and when I called at the start of July regarding this issue) On April 13, 2023 I called *** to get a quote to switch over my dads homeowners insurance. At that time I was told if I added my dad to my ************* membership he would get a discount on the homeowners policy and also if we had a security system installed it would add an additional discount. I inquired about the AAA Smart Home Security (SHS) and received a quote on 4/18/23. I signed the agreement to start service with SHS on 4/21/23 and it was installed on 5/4/23. I was never offered any discounts for SHS, only that it would add a discount to the homeowners policy. At the end of June, two months ago I received an advertisement flyer in the mail for SHS and it said, "*** Member discounts and exclusive benefits." It also mentioned that promotions are available, I did not know about that either, but my concern is the *** Member discount. I called SHS to inquire about the discount and was told that I was eligible for the discount. I asked why it was not applied or offered when I started service but they could not answer that. I asked for them to apply the discount back to when I started service but was told they could not do that. I asked to speak to a supervisor and the associate said she was a supervisor and that she would put a request to backdate the discount but it would be unlikely and someone would call me after they review the account. I never received a phone call but the discount was added to the July statement for the payment due in July 25, but no prior payments. I have been a member of *** for 40+ years and there should be some type of cross reference system for *** to make sure eligible discounts that THEY can verify are applied appropriately. I should receive a credit goin back to when service was started.

• Initial Complaint

  Date:07/09/2024

  Type:Service or Repair 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.

  We received install of our alarm system in 2020 (** panel). Within the year, we started having issues with our alarm system. The main panel was not in sync with the secondary panel (falling off line, error codes). The secondary panel was replaced sometime in May of 2021, with an dated model panel (DSC). We did not really want the dated *** panel as we liked the ** panel, the same as we had in the front room of our home. However, at the time the only replacement or offering that was provided was the more dated looking *** panel. For the sake of my family's security and having really no choice, we decided to just have the *** model installed. So now we have mix matching panels, one being the ** panel in the front room and the *** panel in the bedroom. Fast forward, we are now experiencing issues with the *** model. I talked with tech support- **** and we were on a call for over an hour troubleshooting, with no resolution. We agreed that I needed a new secondary ** panel. We then had a technician come out to the house to setup the new panel. We were advised that the new oanel would only have the initial issues we first had woth the ** panel not communicating together and it falling offline. The tech confirmed that the ** panel was still having those issues. He then tried fixing the *** panel but it lasted only a couple days before it went out completely. It then came back a day or so later to only to give us the message error "Panel response not received". We were told that the ** panels we had were defected and that A3 security replaced all customers panels with the newer ** panels. I'm upset because we were never notified of this "recall" and we were stuck with two different panels (defective panels), one inwhich we really didn't even want but was told that was the only option. I am requesting a reconciliation of this issue and for A3 Smart Home Security to replace our panels with the newer ** functioning panels.

  Business Response

  Date: 07/12/2024

  Date: July 12th, 2024 
  *****************************
  4213 S Electron
  **************
  
  
  Re: ***************************** Customer # *******
  Contract terms: Signed 07/2020, auto renewal for successive 1 month (Renewal Term) unless canceled with communication  no less than 10 days prior to the end of contract term.
  We have reviewed your response and the following has been determined: 
  Our records indicate that this has been resolved between AAA Smart Home and the Member. If the Member still has any unaddressed concerns, we will address them.
  
  
  Thank you,
  AAA Smart Home
  
  

• Initial Complaint

  Date:05/25/2024

  Type:Service or Repair 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.

  They are my new monitoring company for my alarm. Ive been having trouble with my system, since May 3 and still the problem has not been resolved. Ive replaced the back up battery and the system battery and cant arm my system up without having to bypass a zone. They dont have a repair person in this area. I need a technician, but has been told they dont know when someone can get out. ********* is not an area they service. In the meantime Im spending money for people to come out and replace the batteries and the issue has not been resolved. Im study being billed for an alarm system that is not working and not covering all of my zones. I wanted to opt out of it, since I cant get my system working properly, but I have to pay 3 month bill and a $35.00 replacement battery . I dont understand why they want cancel the contract, since they dont have a contract service person in the state and Im left with a system that I cant arm up and fully protect my home. I want out of this 3rd party company and find a monitor system that service my area and make repairs to the system, when trouble arises. I have a bill of $133.00 that I received the other day. Ive talked with Tech support and the weekly system check had reported problems for a while, but I was not aware.

  Business Response

  Date: 05/30/2024

  Date: May 29, 2024
  ***********************
  **************
  ****************
  
  
  Re: *********************** Customer #*******
  Contract terms: 06/2020, auto renewal for successive 1 month (Renewal Term) unless canceled  no less than 10 days prior to the end of contract term.
  The account has been reviewed and the following determination has been made: 
  There are no technicians currently in the Members area that are available to service their system within a reasonable timeframe.
  Therefore we will be able to proceed with a cancellation at no cost to the Member. Additionally, we will be waiving any current fee on the account.
  Thank you,
  A3 Smart Home
  
  

• Initial Complaint

  Date:12/26/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  12/25/2023 - I called customer service on 12/20/2023 to cancel my auto payment. The agent stated that it had been cancelled and would not draft. The funds were then drafted on 12/25/2023. I called in on 12/26/2023 and they stated that they could reverse it which would take 3-5 business days. This was completely unacceptable as it never should have been drafted in the first place. The funds should have been put back into the account immediately.

  Business Response

  Date: 01/02/2024

  Date:  January 
  ******************************, 2024 
  ************************; 
  ***************, ** 85120
  Re: ************************* Customer # *******
  Agreement terms: 10/13/2021, 30 days, auto renewal for successive 1 month (Renewal Term) unless canceled in writing no less than 30 days prior to the end of agreement term. 
  The account has been reviewed and the following determination has been made: 
  **************** called on 12/20/2023 to request to remove their Autopay until they add it back. One of our representatives stated that they removed the autopay. 
  **************** called back on 12/26/2023 to alert us that an automatic payment was posted after he was told that his automatic payment had been made inactive. At this time, he was advised that he would need to sign on to his online account to disable automatic payments.
  There had been an error previously not correctly displaying the payment information and it had appeared to be removed initially.  As of 12/27/23 the automatic payment has been confirmed to have been removed. 
  The error has been identified and corrected. **************** has been advised to sign on to his account online to confirm any changes being made to his account moving forward.  
  
  Thank you,
  AAA Smart Home
  

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 21058117
  
  I am rejecting this response because:
  The business needs to accept responsibility for their actions and the actions of their employees. The way they handle situations and customers matter. Instead of accepting and apologizing for s******* up and giving incorrect information, they state it is my fault as I didnt give a 30 day notice for an emergency situation. This is some of the worst customer service Ive ever encountered. you may close the case as they will never accept their mistake and nothing will happen, but I, in no way, accept their response. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/09/2024

  Date:  January 9, 2024 
  ************************; 
  *********************************;
  ***************, ** 85120
  Re: ************************* Customer # *******
  Agreement terms: 10/13/2021, 30 days, auto renewal for successive 1 month (Renewal Term) unless canceled in writing no less than 30 days prior to the end of agreement term. 
  
  We understand that **************** has not been satisfied with the responses he has received and we would like to take this opportunity to offer our sincerest apologies for the error that had caused the automatic transaction to be pulled from his account after his request to have it stopped. We would also like to apologize for the response received later from our agents, as we understand that emergencies can happen at any time and as such, one cannot always provide a timely notice. 

  While we understand that our agent had initially discussed stopping autopay, we would like to direct **************** to his agreement on Page 2 under Recurring Payment Notice and Section 4 which indicates:
  You acknowledge and agree that this Agreement requires you to make payment by way of recurring transactions applied to the credit card or other payment source that you provide to us and you authorize us to do so.
  Changes to the payments may be made such as changing the payment method, be it a credit or debit card or a different checking account, but until your equipment is paid in full, autopay must remain active. 
  

  The agent that provided incorrect information will receive proper coaching to prevent this from happening again in the future and we sincerely thank **************** for alerting us of this instance in which incorrect information was provided. 
  Although we have stopped autopay as a courtesy, we would like to advise **************** to reactivate his autopay at your earliest convenience to prevent accruing a past due balance if he has not done so already.
  

  We hope you find this information helpful and addresses any remaining concerns you may have.
  

  
  

  Customer Answer

  Date: 01/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me, but I want the case closed. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/22/2023

  Type:Service or Repair 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 called A3 Smart home to repair the back door Alarm censor. They told me to change the battery which I did. It still does not work. The door can potentially be easily broken into and their will be no alarm activity. I requested a repair technician come out . I have been Informed they do Not have technicians in my area. Unacceptable! How can a company provide a home alarm security system in a state they cannot service. I told them in the past the previous company from my account they took over, serviced any repairs by sub-contracting out to a repair service in my state, if they had none available. I asked A3 how can they provide an alarm with no service options. How can they have the right to set up accounts with customers if they refuse to send out repair technicians?? I spent time on the phone with tech support. He said it is the magnet near the sensor causing the problem. I was put on hold and cut off and he never called back. My Account was sold to A3 Smart home they were Never my choice. They Advised me when they took over my account to get a new upgraded system. So they can do that, to gain profit but not repair the one I have?. They bill me a month ahead and my bill is always inaccurate but provide no service when things malfunction. I Need the censor repaired as I pay enough in monthly service to maintain it. It is unacceptable that they run a business this way. Providing only partial service with no repair option.

  Business Response

  Date: 08/30/2023

  Date: August 30th, 2023 
  ***************************
  ************************
  **************, ** ***** - 4652
  Re: *************************** Customer # *******
  Contract terms: 1/2004, 36 months.
  The account has been reviewed and the following determination has been made: 
  Accounts purchased by A3 Smart Home from any previous alarm companies usually have dated equipment. We recommend upgrading to a newer system for the purpose of maintaining a secure and stable monitored connection between the Members system and our monitoring center. 
  Based on our records, our Tech Support Team Member made multiple attempts to call ****************** back after the call had dropped with no luck. 
  At this time, A3 Smart Home does not have any dealer technicians available to contact for service in the **************, ** area. 
  An option that we can offer is a Self Install Kit which would be an upgrade. If you would like to contact our Sales team for further information on this option, you may reach them at **************.
  
  Thank you,
  A3 Smart Home
  
  

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20509356
  It is unacceptable that you have no technician to service alarm systems, how can you have accounts in states where there is no service tech available.  The Soultion is to buy a new system every time the current one has an issue? That is absurd and not a solution at all.   A3 took over my account from a previous alarm company, I had no say whatsoever in this matter.  Whenever the previous company did not have a tech in my area  they would subcontract out a tech in my area, that could service my alarm.  This would be the correct thing to do. 

  I was on the phone with an agent at A3 helping me trouble shoot, we got cut off, I received 3 call backs with no one on the other end of the line when I answered   I did call back. . I was told they were leaving for the day.  No one has attempted to call me back since.  The tech on the phone  told me it is the back door censor  magnet. .  Initially a few days earlier I was told it was the battery in several sensors, so I changed them, the alarm works fine except for the back door which is an important area that needs to be secured  Perhaps you should send me a new magnet. He told me to pry the one at back door off  and move it but I could not get it off. If you send me the magnet perhaps that will resolve the problem. 

   

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

  Business Response

  Date: 09/06/2023

  Date: September 6th, 2023 
  ***************************
  ***********************************************************************
  Re: *************************** Customer # *******
  Contract terms: 1/2004, 36 months.
  The account has been reviewed and the following determination has been made: 
  A3 Smart Homes Tech Support team has contacted ******************. A magnet will be sent out for the back door sensor at no cost.

  We hope this helps resolve the sensor issue you are experiencing, ******************. Thank you for your cooperation and continuing to be a valued Member of A3 Smart Home. 

  
  Thank you,
  A3 Smart Home
  

  
  

• Initial Complaint

  Date:05/03/2023

  Type:Sales and Advertising 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.

  My service was deactivated without my knowledge on April 2021. I called in September 2021 because I had not received a bill in the mail for several months. During the phone call they informed me my service was deactivated and he didn't know why. They had me pay around $50 for one bill and financial fees. He said that was my final bill. January 2023 I got a letter saying that I have a balance due of over $300 and they keep harassing me saying if I don't pay they will send me to collections. I do not have service and have not had service with them since April 2021. I spoke to supervisors and explained that. According to the statement they sent me, June 2022, my service was reinstated, without my knowledge or consent. I did not authorize this and explained this to them. They said I upgraded my service. I did not sign anything, did not upgrade anything. I do not have new equipment, therefore could not have possibly upgraded. They refuse to acknowledge and fix this issue. I had 0 invoices, phones, emails, nothing until January 2023 saying I was overdue on a service I never activated. This company has poor customer service, deceptive practices and lack of communication. I never had a choice picking this company. I was a long time SAFE customer and they bought out SAFE. I had no issues with SAFE and was a customer since ****.

  Business Response

  Date: 05/11/2023

  Date: May 11th, 2023 
  ******************************;
  7926 *************** 
  ******, ** 77379
  Re: ********************************* Customer # *******
  Contract terms: 9/2018, 36 months, auto renewal for successive 1 year (Renewal Term) unless canceled in writing no less than 30 days prior to the end of contract term.
  The account has been reviewed and the following determination has been made: 
  ******************** was advised in April, 2021 that she could not cancel due to the amount of time that remained on her contract agreement. 
  ******************** only had until September, 2021 to cancel her service with ** as long as the account balance has been paid in full. 
  Per our monitoring program, ********************** monitoring history shows that we were still monitoring from September 2021 to February 2023 without payment.
  ******************** did not call in again to cancel until February, 2023 to cancel her services. 
  As of March 2023 the account is canceled in our system. A collections agency will be reaching out to the Member for payment on the account balance due. 
  Thank you,
  AAA Smart Home
  
  

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20013904
  
  I am rejecting this response because: See attached
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 05/22/2023

  Date: May 22nd, 2023 
  ******************************;
  7926 *************** 
  ******, ** 77379
  Re: ********************************* Customer # *******
  Contract terms: 9/2018, 36 months, auto renewal for successive 1 year (Renewal Term) unless canceled in writing no less than 30 days prior to the end of contract term.
  The account has been reviewed and the following determination has been made:

  Desired resolution is being looked into by leadership in our Finance department.

  We appreciate your patience.

  Thank you,
  AAA Smart Home

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20013904
  
  I am rejecting this response because: I called A3 Smart Home on September 17, 2021 and the account was deactivated. The 36 month contract was due September 2021. A3 Smart Home cancelled the account

  themselves as a result of the deactivation of my service/account without notification.  They cancelled the account themselves.

  This company is trying to collect $ ****** that I don't owe. Their representatives did several errors on my account  back on 2021 and 3A doesn't want to recognize it.  This account was always paid on time.

  Thanks,

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