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:05/10/2023

  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 lease security equipment from Core Home Security and pay a monthly security monitoring fee. On May 18th, I reached out to the company to request a replacement piece for my home doorbell camera. I was informed that I could pay a $150 service fee or I could mail the replacement part to my home and install it myself by paying shipping fees. I asked to speak to a manager and my issue was escalated because the original agent I spoke to was rude and unhelpful. The manager was also a bit rude, but she told me she would call me back after she spoke to the manager of the parts department regarding my replacement part, since I did not want to pay the $150 service fee. This happened almost 3 weeks ago but I have not received any calls back and any time I call them, an agent takes a message and tells me that I should receive a call back from management soon.At this point, my doorbell camera is still broken and Im unable to get the proper assistance I need. I feel that my requests are obviously being ignored and disregarded.

  Business Response

  Date: 05/11/2023

  In regards to the complaint. Our notes indicate that you were advised of the fee to replace the part and you would follow up. There may have been some miscommunication as to who should follow up. However we will gladly reach out to discuss the arrangements to replace the part. 

• Initial Complaint

  Date:04/29/2023

  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.

  I RECEIVED A CALL FROM THIS PARTICULAR SECURITY SYSTEM (NOVEMBER 2022). AT THE ***** I ALREADY HAD ONE BUT WAS IN THE MARKET OF LOOKING FOR ANOTHER. THE REPRESENTATIVE WAS VERY NICE AND MADE IT SEEM AS IT WAS A GREAT SYSTEM SO IN TURN I PURCHASED IT. SHE GAVE ME HER PERSONAL WORK NUMBER JUST IN CASE I HAD ANY PROBLEMS I COULD CALL HER DIRECTLY. I CALLED AND SHE (CAN'T REMEMBER HER NAME) NEVER RETURNED MY CALL TILL THIS ***. SINCE PURCHASING, I'VE HAD MORE PROBLEMS THAN THE AVERAGE PERSON SHOULD. CUSTOMER SERVICE LEAVES MESSAGES FOR SOMEONE TO CALL ME AND I MAY RECEIVE A CALL THE *** AFTER OR THE *** AFTER THAT. ONCE, A **** WAS SENT( BECAUSE MY WIFI CHANGED). HE DID ABSOLUTELY NOTHING SO I CALLED AGAIN AND REQUESTED TO SPEAK TO A SUPERVISOR (*************************). I EXPLAINED TO HER THE ISSUES THAT KEPT OCCURING AND WHAT I WAS INITIALLY PROMISED UPON PURCHASING. I ALSO COMPLAINED ABOUT THE **** THAT WAS LAST SENT OUT AND HOW NOTHING WAS FIXED. SHE APOLOGIZED AND GAVE THE WHOLE "REHEARSED" PROTOCOL TO MAKE THE CUSTOMER FEEL BETTER. SHE ALSO APOLIGIZED ABOUT THE **** STATING, "HE WAS NEW AND I'VE HAD A LOT OF COMPLAINTS ABOUT HIM AS WELL", AND THEN SHE ORDERED THE IN HOUSE CAMERA THAT WAS INITIALLY PROMISED TO ME. SHE THEN PROCEEDED TO SET UP AN APPOINTMENT FOR THE ORIGIONAL **** TO COME OUT TO RESOLVE ALL MY ISSUES, SHE ALSO PROMISED ME THAT IN THE FUTURE, IF I HAD ANY MORE PROBLEMS. SHE WOULD NOTE TO HAVE THE SERVICE COST OVERRIDDEN, AND GAVE ME HER DIRECT NUMBER. OF COURSE I HAD TO CALL AGAIN AND REPORT THE SAME ISSUES. THE CUSTOMER REP ATTEMPTED TO SET UP ANOTHER SERVICE AND STATED HOW MUCH IT WOULD COST. I REQUESTED TO SPEAK TO THE SUPERVISOR AND OF AND OF COURSE, SHE WAS NOT AVAILABLE. LATER, I CALLED **************** WITH NO ANSWER BUT A MESSAGE WAS LEFT. **************** HAS NEVER RETURNED MY CALL. MY DOORBELL CONTINUES TO NOT WORK TIL THIS ***. I'VE TRIED THE TROUBLE-SHOOT PROVIDED IN THE ***** APP WITH NO SUCCESS AS WELL. I AM PAYING FOR A SERVICE THAT DOES NOT WORK.

  Business Response

  Date: 05/15/2023

  In response to this complaint, we have spoken to the customer and all issues have been resolved. She is satisfied and happy. 

• Initial Complaint

  Date:04/25/2023

  Type:Product 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.

  Good afternoon this business is very very unprofessional 2 days and my alarm has been going off no police or nothing has been notified I was actually sleep and my alarm was all going off home core security didn't notify me and I do not have a record of it in their system but they're saying nothing about it and they're not doing anything they want to send a text to my house but they want to charge me for services that they're supposed to apply to me I really want to discontinue I would like my money back from the first time I started this service and two now I want nothing else to do with them the lady was very unprofessional because she's not trying to listen to what I'm saying and she's not trying to look it up I already had one representative lie to me so I'm very frustrated with this service and I really want to let them go I really need them to give me my money back and I'm going to leave I don't no longer want the service with them there's nothing they can do to comply with it I no longer want the service I want my money back I want a full refund of $4,000 for this service

  Business Response

  Date: 04/25/2023

  ******************** , i see here by the notes that one of our customer service managers stated you where being rude and disrespectful to her on a call .  We understand sometimes when there is a issue it can be frustrating .  I am going to tell my service manager to give you a free service on your account so that we can rectify any issues you might be having .  unfortunately we cannot cancel your system as you have been under contract and utilizing the system since Nov of 2021.  That being said i am going to authorize a free service , but im sure your aware all companies charge a service fee for a service call and I hope this rectifies your issue with your system.  

  Customer Answer

  Date: 05/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/18/2023

  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.

  Over the past several years I have received 60 telemarketing robocalls for a wireless security system. The numbers are typically forged and they have even forged my number in calls to others. The telemarketer recording claims to be various companies "********* at ******** Home Security", Chase at **************** Home Security, "***** at Smart Alarms", ***** with Alarms Plus etc., but when you get transferred to a real person they admit they are actually Smarty Home Security aka Core Home Security. After speaking with an attorney I was told to play along to get information - so I did. The telemarketer admitted that Core Home Security uses telemarketing firms and he forwarded info which showed their website as corehomesecurity.com. My number is on the federal do not call list and has been for over 8 years. I have asked this company dozens of times to STOP calling and remove my number. They never have and I have even received threats and insults from their callers when I complained. Forging telephone numbers is illegal and this company utilizes predatory marketing firms to try and get leads. I have tried calling the number on the BBB website but all you get is an answering service. Their calls have gotten so bad that I had to purchasing special recording devices and I now have dozens of their calls recorded, including me calling back the numbers showing they are forged. I have never contacted this company, or any other security firm nor have I ever given this number out for marketing purposes.

  Business Response

  Date: 04/25/2023

  *************** , we have added you to our internal DNC list .  Your allegations couldn't be further from the truth .  there are ****** security companies in this country and we find it very defaming that you are attributing all your calls to our company.   Below is our Do Not Call policy , 

   

  RE: Do Not Call Policy Request,
  
  "Do Not Call" Policy
  
  
  
  
  
  When we receive a request by one of our agents, the telephone number is added to our "Do Not Call" list within 1 business day. In addition to this we will make the appropriate changes in our software database so that future calls are prohibited. If a customer moves, changes their telephone number, or adds an additional telephone number, it must be provided to us in order to prevent future calls to that telephone number.
  
  
   
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 05/03/2023

  
  Complaint: 19951326
  
  I am rejecting this response because the calls have not stopped and laws were broken.   These calls continue to share direct links to Core Home Security and the group they are associated with.  I am now aware of *********************** long association with illegal telemarketing though I was not aware who was responsible in this latest incident until he identified himself to me. I had previously provided testimony and evidence in another federal case against his partner, **************************  **************** also operated out of ******* and my recordings were completely accepted as evidence in that trial.  When ************************* was running his Alliance Security illegal telemarketing scheme, he admitted that ******************* was his largest dealer.  In the 2017 examination between ************************* and attorney ******************* of the **** ************************* was asked And in terms of who, like, does the most business with Alliance Security, do you have a feel for who their biggest dealers are?  *************************** answer was ******************** 
  Ref: ******************************************************************************
  
  Regarding the 04/18/2023 telemarketing in which there is no dispute the responsible party as being Core Home Security of **********, **:
  
  This telemarketing robocall showed a forged number on the Caller ID.   The number actually belongs to a physical therapy center for disabled and injured children, located here in Georgia called Tiny Ones Therapy Services.  There are laws against this, including the Truth in Caller ID act.   The real company was notified of the telemarketing call that spoofed one of their numbers.
  
  The 04/18 call started with an interactive voice recording claiming it was from ********* at ******** Home Security recording, which is also a spoofed company name and very common with my telemarketing problem calls.  There are about a dozen different robocall recordings which it appears this group uses all of them claim to be companies they are not.   This deceptive marketing call also claimed they would give me a FREE state of the art wireless security alarm system with medical pendant.  This claim is far from free as the technician ****** explained, in detail, how the cost of equipment is actually added on to the monitoring fee for a number of years, and how once the equipment is paid off the monthly monitoring fee drops dramatically.  There are also other complaints against Core Home Security online showing this, as well as complaints of a bait-and-switch tactic they also used on other calls.  During this recorded call, it was also admitted that Smart Home Security was associated with Core Home Security and ****** went on to explain how Smart Home Security spends all day basically doing nothing but making telemarketing calls.  More importantly:  I also provided a specific email address to this 04/18 caller.  The email address was created on one of my personal domains for the sole purpose of gathering additional evidence against this illegal telemarketer.  I have owned the domain for almost ****************************************** created before.  This is an important thing to note.
  
  On 04/19/2023 I received phone call from *******************. He made numerous contradicting statements, and I had informed him that I had already filed a complaint with the *** and was contacting the ******* Attorney Generals office.  *************** company was caught in a crime evidence includes telephone recordings and numerous texts from the account manager/tech known as ****** and Mr. ****** statements also backed this up who the call represented.  ************ stated that he would immediately remove all my data from the system just as he also stated in the response to this BBB complaint.  This is also untrue as you will see below.  Additionally, during this same call ******************* attempted to silence me with a payoff where he offered me $1500.00 to release him from any responsibility.  I am a witness and a victim of numerous violations including the Telephone Consumer Protection Act, the Truth in Caller ID Act, plus the deceptive marketing practices shown just in the 04/18 cold call alone.  As a witness of a crime I simply cannot be silenced for any amount, or threat, and I took this as nothing more than attempt to bribe me. 
  
  On 04/24/2023 I received another illegal telemarketing call for a wireless security system. This call also posed as a company they were not and also spoofed the caller ID.  The Georgia number on that call belonged to a personal cell phone of a resident of Georgia who was already extremely upset with all the telemarketing calls he has been bombarded with,and even his voicemail recording shares a complaint about this.  I spoke in detail with the actual owner of this phone number and he is willing to testify to this. 
  
  The 04/24 call falsely claimed to be a company called ********************** and even stated their website as amalarm.com where I could go and look at the equipment.  Later that day, I spoke to someone who appeared to be the owner of the real company at amalrm.com.  He stated he was a small firm in *********** and only serviced only that local area.  He also stated that he would never do telemarketing, nor has he ever done so in the past. During the 04/19 telemarketing call, I was connected to **** who then went through his sales pitch.  When I asked him if he could email me his proposal, he responded that he would.  There was a pause, so I asked Dont you need my email address?, and **** replied that he already had it - and he told me the unique email address that I had created on 04/18/2023 for the sole purpose of tracking the specific Core Home Security illegal telemarketing call.  There is no way they could have known this unique address unless these calls were connected to ******************* and Core Home Security. 
  
  On 04/25/2023 I received an email which was sent to an account on a website that originally belonged to my father, who is now deceased.  The letter was from an attorney named ******************************, who stated that he represented ******************* and Core Home Security. In the email the attorney actually stated: If in fact you have received dozens of unsolicited telemarketing Robocalls,our records indicate that very few of them came from our clients.  Also, the moment you advised that you believe our clients have inappropriately contacted you, they are bound - and in fact have - removed your contact information from their information systems. .  He also addressed the payoff attempt with To the extent you believe my client has acted illegally, he has offered to pay the statutory penalties for such conduct.  We are unsure how this could be characterized as a bribe to solicit your silence.  It is the penalty the *** would require if they were to conduct an investigation and found our clients did something wrong - which we dispute.  If you feel uncomfortable accepting this payment and want my client to donated it to charity rather than to you, we could probably arrange that.. 
  
  Mr. ****** attorney also made a weak threat, regarding the fact that I had recorded proof of these illegal telemarketing calls. His email stated Finally, just so that you are aware, it is likely irrelevant that you record a telephone conversation in Georgia with one party consent if the recording is conducted on a party residing in a state which requires two (or all)-party consent.  You may want to consult an attorney before coming to the conclusion that surreptitiously recording citizens of a two (or all)-party consent state is legal simply because you reside in a one party consent state.  The fact is that in ******* consent is required regardless of the location of the recoding person. The penalty for recording a  ******* resident without their permission is $1000 per occurrence.  Punitive damages are also awardable.  See Fla Stat. 934.01.  I am aware of this fact because I am licensed in ******* and *****, which are all-party and one-party consent states,respectively. This issue has come up before.
  
  For the record:
  
  About 15 years ago I was sworn in as a confidential source for the ***.  The case involved a party also engaged in illegal marketing practices.  When the two *** agents and the assistant Washington Attorney General flew in and came to my house that exact question was asked by me.  I had a lot of gathered evidence, including telephone calls recorded where the defendant not only admitted guilt, but also made numerous other disturbing statements and threats.  I asked if it was a problem with me being in a 1-party consent state and recording a call to a 2-party consent state. I was informed that it was fine for me to record the calls as I was in a 1-party state, but the other party could not, and my evidence was used in that case. 
  
  I was also contacted by an attorney for the *** around 2017-2018.  This was in regards to a case against one of ************* telemarketing associates, *************************, and involved his firm Point Break Media.  In those calls, ****** also used robocall recordings claiming to be a company he was not and also forged caller ID data.  The fact that I recorded these calls in Georgia, and the telemarketer was from *******, was also not an issue.  All four of my recorded calls were used as evidence and listed in the declaration that was presented in the case without objection.  I recently verified this fact with the same *** attorney I had in the ****** case, and who works in the *** Bureau of ***************************** of ************ located in *************.  He was also made aware of this current situation. 
  
  Back to the additional calls:
  
  On Saturday 04/29 I got yet another robocall for a wireless alarm system.  When I called the number back on this one it just went to a generic personal voicemail.  This one also stated they used SurePay, just like the others,and the recording used on this one was the ***** at Smart Alarms recording also a faked company. The rep used the exact same sales pitch and even the same personal phrases as the 04/18 and 04/24 calls.  When the first rep was finished with his script, he said he would transfer me over to  ****** in the technical department  -  the same phrase and name used in the 04/18 call.  He tried several times but ****** would not accept the call transfer (for obvious reasons), so he then forwarded the call to ******* the Account Manager (she also pronounced it as *********) who said she was with Smart Home Security. a name commonly used in many of my problem calls and verified as being partnered with Core Home Security by ******* own recorded words. This association is also shown on other cases such as ************************************************************************************** , ************************************************** , and even another law firms website at *********************************************************************************************** .  In addition, ******* also first called me ****************, which was a tracking name that I had created and given to previous telemarketers who also refused to stop calling.  
  
  Both ****** the Tech and ******* the Account Manager are referred to in numerous posts on both the BBB reviews, along with other websites showing reviews for Core Home Security.
  
  Since the prior calls refused to honor my demands to stop calling, which also included insults and threats when I told them I was on the National Do Not Call list, I felt my only choice was to find the party responsible for these attacks.  This was also suggested by the attorney for a third party who I cannot confirmed or deny is involved at this point.  In the past I only used the name ************************* which was given to track and record any connections to the calls.  I had never used my real name until the 04/18/2023 call from Core Home Security.  That last point also comes into play below.
  
  This next call is almost too incredible to be true:
  
  It is now May 3, 2023 and the time is 12:55pm.  For the past 30 minutes I have been typing the response to this VERY BBB complaint.  At 12:40pm my response was interrupted with a telemarketing call.  The caller claimed to ************* Solutions and the caller ID showed a spoofed number that stated was not in service when I called back.  In this call, the telemarketer started off by called me **************** right off the bat and went through same questions that were used in the previous calls I have listed here.  At that point he then actually stated my last name out loud as he was typing it in his computer, and whatever popped up on his screen spooked him as he abruptly hung up on me.  All my calls are recorded.  Including this one and the call back.  All telemarketing calls also get reported to *************.
  
  There is no reference associating my actual name with my number online, and it was only ever listed with government agencies and my financial institutions.  I have NEVER inquired about any alarm system at any time, nor have I ever given out my number for any contest, promotion,inquiry of services of any kind, or anything of that nature.  Core Home Securitys call policy is proven false.  Both his, and his attorneys claims that my info was removed is also clearly false.  The illegal telemarketing calls that continue to share information given only to the 04/18 call that was identified as Core Home Security have now actually increased substantially.  All of these telemarketer calls share information only stated on the illegal telemarketing call I received on 04/18/2023 that was identified as being Core Home Security/Smart Home Security.
  
  
  Sincerely,
  
  *************************
  
  Please note that I am a disabled veteran and over the age of 62.  Due to my injuries, I often have to use a speech-to-text program, which was the case in this response.  If there are typos it is because of the programs misunderstanding my speech and not intentional. (with the exception of the quotes from ****************** attorney as those typos also appeared in the original email from him)
  

• Initial Complaint

  Date:03/29/2023

  Type:Order 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.

  On February 15 2023 I rec'd a call from ****** at Core Home Security asking about my home security system-if I have one & what I have. I told him 5 doors, glass breakage, 2 fobs, 2 medical buttons and smoke-fire-carbon dioxide detector. He asked what I would like and I stated the same plus 2 cameras-front *********************** ****** said he could do that plus a 3rd fob and 3rd medical button w/ a 5 year contract for $***** for Core and $** for equipment each month(I was never told about the $**/month for 18 year loan totaling $**** in payments for equipment) When **** called to pay Core for the equipment I said ok not knowing that the $**/month was only a minimum payment and if that was all I paid I would end up paying for 18 yrs and not 5 yrs like ****** originally said and **** did not say anything different.*********************** the installer came 2/21 and looked around but no work was done. Returned 2/25, installed some items but not all. Said he'd be back that evening to finish but later that evening called and said not enough equipment. Set date of 3/18 to finish, then rescheduled for 3/21. 3/21 dropped off some equipment and said I would have to pay more for balance of items because company was cutting costs, said he'd be back 3/24 and/or 3/25 to finish but never showed up or called.I want out of this contract because, no written contract, no written warranty, I now have a $**00 loan that will not be paid off at $**/month for 18 yrs rather than the 5 year contract ****** represented, the work is not completed(I am short a main entrance door alert, the glass breakage, one med button-all promised)after 3 times in my home and 4 broken apts.After 6 weeks of not having a complete system I don't feel safe nor do I believe that I can rely on Core to follow thru with any promises since I was misled about how the financing worked-no full disclosure, the work isn't done, my system is not complete and now they have ask me to pay more after the original 2/15 call.

  Business Response

  Date: 04/04/2023

  *************** the original work order you submitted through Core Home was as follows..  4 doors, 1 motion, 3keyfob,1medical pendant, 1hardwired doorbell camera and 1 hardwired exterior camera.  this work order was confirmed by yourself before the equipment was ordered and all of this equipment has been installed and provided to you. This work order is also itemized on all of the documents you signed with Core Home and ISPC.  if this work order was incorrect at any time you could have stated such and we would have corrected it for you, but you did not at any time during or after the install. not until 03/22/2023 did you state that you felt you were owed more or different equipment.  The original install took place on 02/24/2023 it was previously scheduled for the 21st as well as the 22nd and both of these appointments were cancelled by yourself, one due to bad weather and not being able to complete cams and alarm at the same time and the other appointment you cancelled because the doorbell angle was different than expected and you again did not want to install unless it was all done at once so the appointment was again moved to the 24th when it was finally installed.  This time everything was installed and provided with the exception of the medical pendant to which we did provide as soon as it was off back order with the distributor.  After the install you completed not one but two quality assurance calls and on both calls you acknowledge the amount financed, the separate payments, interest and terms of the loan.  All of the documents you signed and the disclosers you received are also clear on this and again you personally acknowledged this not only to us at Core Home but also to the finance company after the installation.  On 03/22/2023 my technician returned to program the medical pendant for you and at that time you told the technician that you needed or wanted one more door contact as well as a glass break sensor.  the technician called the office at that time and informed us and we offered the additional pieces of equipment to you at a discounted price to which you refused to pay for so the technician left.  The next call was on 03/27/2023 from your son who was upset with the terms and the amount of the Loan and at that time we also explained to your son that everything was previously agreed upon and approved by the account holder *************** and because of the install taking place over a month before this and it being past any legal right to cxl or change any terms as stated in your documents there is nothing we can do as far as changing any of the terms or conditions. We do have other loan options and plans that we offer, but this one was chosen by yourself in order to obtain the lowest monthly payments.  At this time Core Home has provided all equipment and services paid for and all of the terms and conditions were previously set and agreed upon by all parties. if you would like any additional equipment, we are happy to provide it for you as long as you are willing to pay for it, i would be happy to even waive the service fee for you as well, but again we cannot just provide equipment at no cost. 

  Customer Answer

  Date: 04/07/2023

  
  Complaint: 19868119
  
  I am rejecting this response because:

  I thoroughly read your response and there are a number of discrepancies and flat out untrue statements.

  I specifically told you on February 15th when you called(you ask me what equipment I had)I have the smoke, fire and carbon monoxide alarm, 5 doors, one motion detector, glass breakage(I had this already with the other company and need it because the back entrance door has glass in it), 2 medical buttons and two fobs at which time you asked what I wanted and I said those items and two cameras, one for the front door and one for the garage/driveway and you said you could do that AND provide a 3rd medical button and fob.  I have this all written down.  After living in my home for 46 years I think I would know how many doors my house has.  You said I submitted a work order but I have never seen a work order, I have no contract and no warranty, I have nothing in writing.  You also state that I cancelled the 2/21 & 22 appointments-I did not and furthermore, ***** was here on 2/21, I was asked to show him around and at that time I show him all "5" doors, the main control box, the motion detector, the glass breakage mechanism in the back room.  At this time ***** never said anything about the glass breakage nor one less door being in the work order and I never saw a work order.  After looking things over, ***** said he didn't realize I had a brick home and he would need to get the proper tools to install both cameras.  At that time on the 21st he called ****** from my dining room to explain why the work wasn't being done because of lack of masonry bits and left after the phone call.  ***** called the next day before he came to let us know he was on his way, I simply told him that the weather was bad  and since he would be outside it was up to him whether he came of not I never cancelled the appointment.  He scheduled to come again on Friday.  Nothing was installed at all on the 21st and ***** didn't come the 22nd so no appointments were cancelled by me and were especially not cancelled due to any equipment failure issues as no equipment had been installed.

  On Friday he came back and him and his wife came in and said I needed to sign this pointing to his computer about the loan and equipment but I never got a copy. 

  You stated you spoke to my son, he spoke only to the financing company and was upset that I wasn't told that the $** monthly payment for equipment was going to go on for 18 years and that was the first I heard about this.  You stated everything was a five year contract not 18 years. 

  I want all my money refunded, the contract made null and void and do not want to deal with your company. I have been lied to about the equipment that I was to get, the loan was misrepresented and never told that the $** was a minimum payment and I should pay $*** a month to have it paid off in 5 years as they told my son last Monday.  I want out.  Please advise.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 04/17/2023

  *************** what you are saying about the contract and not having anything in writing is just plain false and i have attached the contract you signed to the BBB that was also copied to the email address you have on file.  Not only do you have a copy of the contract, and did you sign the contract in location, But you also completed a fully recorded verification call with the finance company going over all of the exact terms of your loan and the payments and interest. On this call you agreed to all terms and in order to complete the call you have to say and acknowledge that your work order was fulfilled and everything you requested was provided, as well as acknowledging you had a copy of all documents to which you answered yes to.  The system was installed again on 02/24/2023 and you did not mention any additional equipment until almost a month later on 03/22/2023, if there was equipment missing on the original installation i do not know why you never made us aware of this for almost a month, but in the effort of trying to resolve this issue for you we are happy to provide you with the additional equipment you requested on the 03/22/2023 at this time. What we can not do is cancel your contract with us nor the finance company.  On the contract provided to the BBB as well as yourself it clearly states there is a 3 day period in which you have to cancel the agreement and after that point it can no longer be changed, cancelled, or altered.  You not only signed off on this, but again you verbally acknowledged this on the post install that was done with yourself.  We also do have record of speaking to your son on 03/27 after you were told the price of the additional equipment which you are also denying so i have uploaded this documentation as well.  The Bottom line is that Core Home Security did truthfully disclose any and all finance and contractual information to you and you acknowledged all of this so again the contract remains valid with us and the loan stands with the finance company as well.  I have approved the additional equipment at no cost to yourself in an effort to resolve this issue for you and i will have customer service reach out to you right after this in an effort to schedule an appointment to do so.

  Customer Answer

  Date: 04/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as the following 4 items are what Core Home Security is referring to when they state at the end of their 4/17/23 response with "I have approved the additional equipment at no cost to yourself in an effort to resolve this issue for you and I will have customer service reach out to you right after this in an effort to schedule an appointment to do so."

  1)the alarm mechanism at the top of the door of my back room entrance which has a glass window,

  2)the glass breakage mechanism  that would hang in my back hallway,

  3)the adjustment of my driveway/garage area camera so that it doesn't pick up the rain/snow and traffic on State Route 302 and

  4)a tutorial of how the alarm system operates so I can be using the system in a diligent manner utilizing all the options available with the system.

  If Core Home Security is referring to taking care of those 4 items at no cost to me, at least I would be satisfied with the equipment and install.  At this time I am awaiting their call from customer service they promised to finish the job and I am expecting no less than the 4 aforementioned items.
  
  Thank you for your time and effort.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/25/2023

  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 had Core Home security install a Home security system in my house.They said the monitoring would be $22 a month after the first month they went ahead and charged me *****. They said they would honor the $22 a month to call them. After they left me a voice message to call them back..I been trying to get a hold of the billing department for the past 6 days now. With no call back what's so ever. I keep leaving messages to call me back about the monthly monitoring bill.It's been 6 days now still no call. Plus I called about the sign they promised to put in my yard. They said they had to order more signs since they ran out. Don't they see that they are running out of signs to order more before they run out.I have no idea who is my account real manager is since I got 2 people saying they are. I even left ****** a message to call me back about the monthly billing and he doesn't respond back either.I tried calling ****** to see if he can help. He doesn't return my call either. Like I told him just as I figured once the system is installed I wouldn't be able to get a hold of anybody. And neither does the billing department. Each time I call customer service they says to give them 24 hours to call me back. So far it's been 144 hours. I have to say this is the worse customer service I ever had to deal with. The Alarm system works great everything works like they said it would. So I have no complaints about that. Just want them to bill me 22 dollars each month not *****. And a credit for the first month.

  Business Response

  Date: 02/27/2023

  *************** for some reason we cant get though to your phone it keeps going dead and does not ring for us please call into the main number and assure we have all your contact details .  we have corrected your MMR charge to ***** vs the ***** apologize for the mistake we dont normally do ***** so again apologize for the confusion .  I hope this satisfys your issue .  Please call into our center or email *********************************** so that we have all your contact details as my CS team cant get through to the number we have on file , ********** 

  Customer Answer

  Date: 02/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  You been dialing the wrong number ************ is my cell. The number you been dialing is my sons and is only used in a emergency
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/31/2023

  Type:Order 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'm writing on behalf of a friend and myself. the friend Mrs. ** was contacted by core home security via phone in late December. They stated that they could give here an upgraded alarm system for ***** a month monitoring fee.She asked if they were taking over for her present alarm company. the salesperson never mention the name of her company. but they kept talking about the new system and convinced her they were taking over. She asked who would be contacting the other company, they never gave her a direct answer. Mrs. ** believed the price was good and that everything would work out. After the system was installed Jan. 4th, 2023, she was informed that the equipment would cost *******. It was never mentioned in the original conversations before the equipment was installed. Mrs. ** felt she was mis-lead. I reluctantly signed the contract. everything was going fast. she was not able to sign for the equipment because she was over 85. we find out later it was her credit score. I also contacted them about cancelling the contact. did not get a response back. Also the system is not monitored by a person to call emergency personnel. This was not a good experience. If nothing changes, they know how we feel.

  Business Response

  Date: 01/31/2023

  ************ I am in receipt of your complaint and am doing as much due diligence as possible .  All of our systems are sold one way and we sell 4-5 various packages .  I see here at the time of the install you selected a our doorbell camera package.  At the time of the installation the notes say that you are the *** , or caretaker of Mrs. * so we went through the process of involving yourself in the sale as per the notes on the account.  I see here the monitoring contract that you signed clearly states the cost of our system , it also clearly states that we are not a previous alarm provider as we don't play games like that and our contract has a full disclaimer which should be the last page allowing you the consumer to know we are not a previous provider .  I see here during your purchase we did agree to pay off 400 of your previous alarm company's contract so its very clear in our notes that during the time of your purchase you where aware of your previous company as why would we discuss giving you that credit without that being a point that you would have ****** up .  Our contract also give you the legal 3 Day notification to cancel which you didnt even bring up as a point till the date of 1/27 clearly outside of the 3 day term outlined in your contract, which you signed at time of install , and was sent to your email .  Im sorry but we run a business' and we cant just cancel contracts 3 and 4 weeks later.  I am willing to not only pay off the 400 we committed to you to pay off your previous company , but i will also credit you 6 months of free monitoring so that can help you out .  If you find this a fair resolution please let me know and I will make arrangements for you .  We do thing by the book at core home security , and although we aren't able to cancel any commitments that you have made we are willing to help the best we can . 

  Customer Answer

  Date: 02/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/15/2022

  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.

  The consumer signed up for security system that does not do the things it is suppose to. Door bell not working, back camera does not show, alarm does not alert when its suppose to, poor customer from business and no signs provided.

  Business Response

  Date: 11/30/2022

  *************** you called us on 11/21/2022  and let us know that your doorbell is not working, on that same day less than 2 hours later our customer service department called you and emailed you as well as left you a detailed message in regards to scheduling a service. here is a Time stamped and dated copy of the notes in your account. We have not recieved any correspondence since this date. 

   

  Avianna L
  11/21/2022 | 12:24 PM MST ****** ********************** note
  LVM and sent email. N/A
  

  Call Center Test
  11/21/2022 | 10:14 AM MST ****** ********************************** Issues
  *********************** says her ring doorbell isn't working and the front cameras aren't working; also she needs signs for her yard showing she has security system; please call her @ ************; Lessa left vm for Avi 11/21) 

   

  We can service you whenever you are available please just return our calls or emails, im not sure why you would go to the BBB when we have returned your calls and we are willing to service the cameras we just need communication from you.  Please call ************** and we will be happy to service the account. thank you