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:03/17/2023

  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.

  This business uses predatory and deceptive sales tactics. My home alarm was installed by another company and servicing was sold to A3. The rate of my monthly payments were increased. Then in 2022 I was told that my panel would be disabled in April of 2022. This was not true as the cellular tower shut off did not occur until Jan 2023. During this time the company contacted me multiple times trying to get me to buy an entire new system. I had confirmed through them and my prior home security company that I just needed an antenna upgrade. This is a difference between $99 and $2489. On more than one occasion between phone calls and emails this company has tried to force me to buy an entire new system. They did notify me of the 3G and that I can buy an antenna but repetitively refused to allow me that option and tried to coerce me to purchase a new system. I do not need a new system. Via phone I asked to cancel this account. They only conveniently kept two of those calls only demonstrating my frustration with them after realizing they were trying to force me to pay for a new system I do not need.They have stated that they were fine to continue to charge me and keep the account open despite my attempts to cancel the service. They were on auto pay and so I got charged for **** Feb and Mar of this year for a service they know they are not providing. I have asked for a refund and cancellation of my service and they are refusing. This is also holding control over my home alarm system and making it impossible for me to update my system and also leaving me without home security. If our home is safety or security is breached during this time. I will hold A3 liable for all damages due to lack of home security and ability to notify police or fire. Requesting refund of $128.52 for services not rendered, and release of control panel as well as account cancellation on Account # *******. Home address and name in attached documents. To date none of this has occurred.

  Business Response

  Date: 03/23/2023

  Date: March 23, 2023

  *******************************
  ******************************************
  *******, ** 46038

  
  Re: ******************************* Customer #******* 

  Contract terms: 06/2017, auto renewal for successive 1 year (Renewal Term) unless canceled no less than 30 days prior to the end of contract term.

  The account has been reviewed and the following determination has been made: 

  In order to cancel a system we require a cancellation request, this includes if the Members system stops communicating with us, as per section 6.1 of their contract:

  Subscriber must test the system at least monthly, schedule regular maintenance service, and properly test and set the system immediately before securing the premises.

  If any operational defect, power failure, or other interruption develops, Subscriber must immediately notify the dealer. If Subscriber fails to test the system as instructed, Dealer is not responsible for any warranties or services provided under this agreement..

  ******************* was contacted via phone at ************ on 1/03/23 and was notified that the system had stopped communicating with our Monitoring Station. 

  ******************* called on 01/13/23 and was informed that her system was not eligible for a radio upgrade and that a full upgrade needs to be done in order for her to have a working system. She did not request to cancel until 03/03/3023. This is the effective cancellation date.

  A3 Smart Home is unable to release Installer Codes for their system as it was installed by SAFE, and we were not provided with those codes at the time of acquisition of SAFE.

  Therefore, ******************* was responsible for paying for the months of January through March, which is when she called to cancel and we are unable to provide the code she is requesting as it was not provided to us during the SAFE acquisition.

  Thank you,
  AAA Smart Home
  

  
  

• Initial Complaint

  Date:03/15/2023

  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've been an A3 customer for about 2 years. The equipment is not yet paid for, it's a monthly payment including the cost of monitoring.I've contacted them on a few occasions regarding the cameras not recording as they should and the panels randomly going offline. Recently I have contacted them about the motion detector needing new batteries and that I was having trouble opening the detector without damaging it. They told me that there would be a coat for the technician to come out and replace the batteries on equipment that technically they still own.I'm very dissatisfied with the company and the security system as a whole. I'm paying for something that is not reliable.Someone broke into my car and the cameras did not record any movement even though they are pointed at my car. When I called A3, their response was to try and upsell me to a 24/7 recording package at of course more money.I would like to be released from my contact with no penalty fees and have them come and uninstall this equipment that only works sometimes.

  Business Response

  Date: 03/23/2023

  Date:March 23rd, 2023
  
  ***************************
  ********************************
  *********,** 53212
  
  Re:*************************** Customer #*******
  
  Contract terms: 06/2021, auto renewal for successive 1 month (Renewal Term) unless cancelled 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:
  ************** must pay her Balance of Equipment before the account can be cancelled.
  Balance of Equipment owed is $684.31.
  Thank you,
  A3 Smart Home

• Initial Complaint

  Date:03/03/2023

  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.

  A3 Smart contacted me Oct 2022 about service tech now being avail in service area. Upgraded from a working panel and doorbell camera. Nov 2022 Service person brought his minor son with him and had issues installing. First doorbell stop working after 2 months. Called in January 2023 for replacement. Took 3 wks to get replacement. Same guy minus son this time came and replaced. Didn't troubleshoot just replaced. Stopped working same night. Called again. Offered battery doorbell. Never received shipping info. Came day before appt to install. Had appt at 10a-12pm. No one called or showed. Called customer service promised that someone would call. No one called. Service person called me 2pm to tel me job needed to be done another day. I took off a day of work and missed pay. I opened the box with replacement doorbell. The same freaking doorbell NOT the battery one. Called back. Empty apologies and assurances it would be sent out that day and I would get a call notifying of appt. Yet again no one called for 2 days. I called back to only learn it was never ordered and would be done today and someone would call me tomorrow 3/3/23. I have 3 doorbells at my home that don't work or aren't correct. I'm being billed for all three and now the correct replacement. This has been a horrible experience with the worst customer for a product that I didn't need and for a product supposed to make me feel secure and safe. My mental, my time and my money and been impacted with no regard. And no supervisor or leadership has get it appropriate contact me for this horrible experience. I'm just left in the dark or to call back and spend long periods of time holding and being transferred with more empty unfulfilled contractual promises. I will never refer anyone to this company and would expect better for customers. 5 months process and best believe my auto draft payments came out my account.

  Business Response

  Date: 03/09/2023

  Date:March 9th, 2023
  
  *************************
  **********************************************************************
  
  Re:************************* Customer #*******
  
  Contract terms: 02/2023, auto renewal for successive 1 month (Renewal Term) unless cancelled 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:
  Based on our records, the process of resolving this issue has begun and ************ has spoken to our ****** Services team since the complaint was issued.
  The parts mentioned have been shipped, tracking number is **** **** ****.
  ************ should be scheduled for a service visit done by a dealer technician on 3/9 after 5:00 PM.
  Our ****** Services team has advised ************ that she is getting this part and install at no charge since it is under the install warranty. If the part does not get installed by the dealer technician, ************ has been advised to return the doorbell and her account will be credited for the doorbell cost. The Member will only be charged for what is installed.
  
  Thank you,
  A3 Smart Home

• Initial Complaint

  Date:11/09/2022

  Type:Billing 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 bought the a security service (2 phones and monitoring in May, ****, paying a monthly monitoring and equipment fee. it has not performed as advertised and told to me before I bought it. I have had to call numerous times which the company acknowledges. The on phone service people vary in expertise but none have been able to get the system consistently working. I have asked for and never received a manual but rather a little card that basically explains nothing. Each time I call they make changes that make the problems worse. I have made every payment and finally requested to end my contract. They said they will end monitoring (they have not) but that I would have to pay an additional $700 for equipment. I have already paid $200 on the equipment and the system has not worked. I am not asking for what I have paid but I do not want to continue paying for a system that doesn't work. They keep making promises which they do not keep and I just keep paying.. They have not disconnected the monitoring which they did not dispute but are still charging me!! I want them to disconnect the entire system and not charge me - they can retrieve their equipment, I have no use for it since their system doesn't work.

  Business Response

  Date: 11/15/2022

  Date:November 15th, 2022
  
  *********************************
  2817 ********************
  ******,** 85716
  
  Re:********************************* Customer #*******
  
  Contract terms: 05/2022, auto renewal for successive 1 month (Renewal Term) unless cancelled 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:
  Per Section 3(d.) in Mrs. *********** contract agreement with A3 Smart ****, the 60-day Guarantee for returning the system has been exceeded since July 5th, 2022.
  ************************* had no contact with AAA Smart **** post service done on 5/31/22 for a camera issue till 9/5/22. Still exceeding the 60-Day Guarantee.
  Balance of Equipment ($721.84) is owed.
  
  Thank you,
  A3 Smart ****

• Initial Complaint

  Date:10/27/2022

  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.

  In December 2021, A3 advised me that I needed to upgrade my security panel in order to continue service, which I did. In July 2022, I purchased and prepaid for cameras, sensors, and a doorbell camera. A3 reps told me that I would get 35% off the equipment. A3 reps assured me that I would not be charged for another security panel since a new panel did not need to be installed; however, I was charged for an additional panel because the rep mistakenly entered me as a new customer. I contacted A3 repeatedly to request a refund of the second panel cost and informed A3 that I did not get the 35% off the equipment and was advised the issue was being researched. I repeatedly contacted A3, and spoke to multiple reps ******* *******, ****************************** who were all very kind and said they were escalating the issue. I don't want them to get them into any trouble) and finally reached *********************** on September 2, 2022, who told me that my purchase did not qualify for the 35% off promo because I did not have a new panel installed when I bought the cameras. On September 16, 2022, A3 sent notification that it would honor the 35% off promo. I advised ****** that A3's actions were deceptive because I was not advised of the requirements of the 35% off promo until months after the cameras were purchased and installed. I also advised her that it was unfair that I was not given this information prior to purchase and installation to make an informed decision. It is also unfair that I have had to repeatedly contact A3 for months to get the 35% off promo honored. I signed the addendum agreeing to the 35% and rate adjustment but don't have confidence that A3 will refund the difference in the equipment charges to me by check any time soon.

  Business Response

  Date: 11/03/2022

  Date:November 3rd, 2022
  
  *******************
  4336 ************
  ********,** 94803
  
  Re:******************* Customer #*******
  
  Contract terms: 07/2022, auto renewal for successive 1 month (Renewal Term) unless cancelled 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:
  **************** account has been credited adequately per the 35% discount.
  The account balance is now ($206.88). The remaining credit will distribute to any future invoices as they are issued.
  No further payment is necessary till the $206.88 has depleted.
  Thank you,
  A3 Smart Home

  Customer Answer

  Date: 11/05/2022

   
  Complaint: 18323836
  
  I am rejecting this response because:

  There is no explanation of how the credit to my account was calculated.  In addition, the credit should not be applied to my account, instead a check should be issued to me for the credit balance.  If A3 Smart Home had given me the 35% off as promised, I would not have overpaid, and there would be no credit balance.  If A3 is allowed to keep the extra funds, this is a disservice to me.  The credit balance funds should be in my possession, not theirs.  I clearly stated this in my original complaint.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 11/10/2022

  Date:November 10th, 2022
  
  *******************
  4336 ************
  ********,** 94803
  
  Re:******************* Customer #*******
  
  Contract terms: 07/2022, auto renewal for successive 1 month (Renewal Term) unless cancelled 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:
  The remaining account balance ($156.97) post Decembers invoice (Invoices are issued a month ahead) is being refunded to *************** via check.
  Refunded amount is $156.97. Refund is being sent to the site address as ***** does not ship to PO Boxs.
  Breakdown of the credit; Original credit is $422.85, installation service applied $151.06 of credit, remaining August bill $15.00, $49.91 for monitoring the month of November, and $49.91 for the month of December.
  Thank you,
  A3 Smart Home

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18323836
  I am rejecting this response because I need to know what the service installation fee was for, the date of this installation, and why there is an additional $15 fee for the month of August. While I appreciate that I am finally receiving a refund after many months of contacting A3, I can't trust A3's accounting as it changes each time the company is contacted. 
  
  Sincerely,
  
  *******************