Complaints
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:03/09/2025
Type: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 trying to cancel my service for three months. I've attached an email chain from when I emailed the company to cancel my service from 12/27/2024. This is their process to cancel by email. Every time I call into their call center, they bounce me around and tell me that I'll be called back. Yet, they still haven't canceled my service.They have now charged me for January, February and March of 2025. Each month is a charge of $35.13. So, they've now charged me a total of $105.39. I've disputed these charges with my credit card provider.
Business Response
Date: 03/23/2025
Customer actually is very happy with us and realizes it was another company and gave us a 5 star review. Tried to login to fix it bit couldnt. Please feel free to email him. Thank you for reaching out.
***** **********
2 reviews
2 weeks ago
NewGreat company! I was very happy with the service. I was sad to see my service change to Alert 360.Initial Complaint
Date:11/07/2024
Type: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 a new home in late September this year which had a full security system. Through this purchase I own the system, but did not have the security codes to use it. I knew J&J was the previous alarm company so I called them to help me recover panel functionality. They told me they could send someone out to help and their monitoring would cost around $45 a month. Great. They sent someone out about a week later on September 30th who recovered the codes, added me as a user, and tested each sensor. They charged me over $200 for this and called it "installation". Then they sent me the contract to sign that stated the price could be raised at any time with no limits on amount or how many times it could be raised, as long as they provided 30 days notice. It was also a 2-year lock-in agreement. None of this was mentioned when I spoke to the salesman. I told them after many harassing phone calls that I don't want to sign an agreement with that language. I eventually spoke with the owner, who talked a lot but did not budge on any of the language, so I didn't sign. It is now over a month later and they still have my panel tied to their account, which means it's locked and I cannot take it over for myself to do self-monitoring or bring it to another monitoring company. The owner assured me last Monday, almost 2 weeks ago, that they will "shut off monitoring" but nothing has been done. This was only after he required me to send something in writing that I didn't want any further relationship with his business. I've requested this multiple times, most recently spoke to someone on the phone yesterday about deleting my account and releasing my panel, but I'm told to hold and am transferred to the owner every time now. He's stopped taking or returning my calls, so this is my last resort to recover my property. This seems like retribution for me not signing their agreement.Business Response
Date: 11/19/2024
ear [Customers Name] and ******************** Representative,
Thank you for the opportunity to address the concerns raised by customer regarding his recent experience with J&J Security Services Corp.
Upon reviewing the situation, we understand the customers frustration and want to clarify the series of events and our commitment to customer satisfaction. When he contacted us in we were informed that he had recently purchased a new home with an existing security system installed by our company. As requested, we sent a technician to assist in recovering the security panel codes, adding him as a user, and ensuring the systems functionality, which included testing each sensor to confirm proper operation. The $200 service charge was for this on-site technical service, which included labor and time spent resolving the issues related to the panel. It was not labeled as an installation fee but rather as a service call to restore the panels functionality.
We apologize if there was any misunderstanding regarding our monitoring services. Our team did inform him of our monitoring fees, and we provided the contract terms for his review. It is never our intention to mislead customers, and we appreciate the feedback regarding our service agreement terms. We acknowledge that he chose not to sign the agreement, and we have fully respected that decision.
After further discussion,customer and I spoke, and he indicated that he now understands the nature of the service charges for removing old codes and programming new ones for local alarm use. He also confirmed that he no longer wants monitoring at this time but may reconsider in the future. Additionally,Customer has agreed to remove the dispute regarding the panel communication device, as it is our companys property, should he choose to pursue monitoring with us in the future.
Furthermore, per customers request, we have agreed to release the communication unit and disable the monitoring link from our account. Our team will ensure that this is processed promptly, and we apologize for any delays or inconvenience caused.
If there are any further questions or concerns, we are happy to address them directly and provide any needed clarifications.
Thank you for allowing us to resolve this matter amicably.Business Response
Date: 11/20/2024
Date Sent: 11/19/2024 5:19:06 PM
ear [Customers Name] and ******************** Representative,
Thank you for the opportunity to address the concerns raised by customer regarding his recent experience with J&J Security Services Corp.
Upon reviewing the situation, we understand the customers frustration and want to clarify the series of events and our commitment to customer satisfaction. When he contacted us in we were informed that he had recently purchased a new home with an existing security system installed by our company. As requested, we sent a technician to assist in recovering the security panel codes, adding him as a user, and ensuring the systems functionality, which included testing each sensor to confirm proper operation. The $200 service charge was for this on-site technical service, which included labor and time spent resolving the issues related to the panel. It was not labeled as an installation fee but rather as a service call to restore the panels functionality.
We apologize if there was any misunderstanding regarding our monitoring services. Our team did inform him of our monitoring fees, and we provided the contract terms for his review. It is never our intention to mislead customers, and we appreciate the feedback regarding our service agreement terms. We acknowledge that he chose not to sign the agreement, and we have fully respected that decision.
After further discussion,customer and I spoke, and he indicated that he now understands the nature of the service charges for removing old codes and programming new ones for local alarm use. He also confirmed that he no longer wants monitoring at this time but may reconsider in the future. Additionally,Customer has agreed to remove the dispute regarding the panel communication device, as it is our companys property, should he choose to pursue monitoring with us in the future.
Furthermore, per customers request, we have agreed to release the communication unit and disable the monitoring link from our account. Our team will ensure that this is processed promptly, and we apologize for any delays or inconvenience caused.
If there are any further questions or concerns, we are happy to address them directly and provide any needed clarifications.
Thank you for allowing us to resolve this matter amicably.
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