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:06/26/2024

  Type:Customer Service 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.

  Prime Protection is listed as the authorized ADT dealer on my contract but claims my sales rep. is an independent contractor and all issues have to be handled by him.My security system is unusable, the sales rep. doesn't answer his phone, and Prime Protection takes no responsibility for an unsatisfied customer.

  Business Response

  Date: 07/15/2024

  This response was taken verbally by BBB:

  We have resolved the issues with our customer directly by providing training and an in-person service with our technician and he is still a customer.

  Customer Answer

  Date: 07/15/2024

   
  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:04/23/2024

  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.

  *** AGREEMENT I live at ******************************************************************************; I'm a 76 yrs old 100% disabled veteran, with a heart condition among other ailments.I signed a contract with *** just short of a 6 months ago and paid over $1,200 for their equipment. During the past 6 months, their authorized dealer, Prime Protection, LLC, who installed their equipment, has had to come out 3 times to resolve equipment issues. On 4/21/2024 I found the *** thermostat wasn't working. I called *** and after their technician wasn't able to fix the problem remotely, they scheduled for a technician to come out on April 27, 2024 and pay $59.00. I explained to their representative I couldn't be without AC for a week due to my medical conditions. Their representative said there was nothing she could due.On 4/22/2024 I called customer service to cancel my service, since the agreement was within their advertised 6 months cancellation period. After going back and forth with the *** representative for over 35 minutes, she said she had gotten the appointment changed to 4/25/2024. Then she said she could have the technician come out today, April 23, 2024. I told the representative I had lost confidence in ***, and still wanted to cancel their service. Furthermore, if this was the quality of service and quality of equipment before 6 month, what might I expect later on. I was then provided a set of numbers to provide Prime Protection LLC. Upon calling them, I explained I cancelled the agreement with ***, and was told by ************** would be responsible for the 75% of the remaining 3 yrs. agreement. I basically said no way. She said that was the way it was and refused to take the number information *** had given me.These people don't care, it was their equipment and service that brought this on. That I'm elderly, a disabled vet and the risk of a heart attack or other physical ailments.I'm not responsible for the 75% having cancelled within the 6 months.Please let me know if you can assist with his problem.Thank you,*************************************

  Business Response

  Date: 04/24/2024

  Hello Mr. **********,

  My name is *************************** and I am the director of Operations for Prime Protection LLC ADT. I would like first began by thanking you for service, this is very much appreciated. After reading your complaint I would like to take this time to point out some issues with what you stated. Looking at your account, it shows this company only completed 1 service call on 12/20/2023 for a sensor to be relocated and to charge your doorbell. Until you contacted our office on Monday we had no other opportunities with your account. The remaining services were completed by ADT corporate. I have uploaded your agreement and installation completion documents as well as your service completion document all with your hand signature agreeing that you were satisfied with the work completed and you also agreed that everything installed was working correctly before technician left and finalized your install and service. I also added some pictures from our technician showing every piece of equipment working correctly. According to your agreement the 6 month guarantee states that if ADT is unable to rectify the situation you will be removed from your agreement and no future payments will be collected. However you must give ADT full access to fix the issue, and if needing to replace the thermostat is what is needed that is covered under the warranty. Unfortunately you are in an 36 month agreement and unless you pay the 75% to cancel the agreement you will be required to pay your monthly payment. If for some reason you decide to not pay your monthly payment and you cancel out due to non-payment, we would have no choice but to send this account to collections. we always go above and beyond for our customers and if we can assist with your thermostat then please do not hesitate to call me directly at ************. I will have a technician come to your house free of charge to assist. 

  Thanks,

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

  Director of Operations

  Customer Answer

  Date: 05/01/2024

   
  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:11/27/2023

  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.

  Had service for 1 year, Wanted to cancel services, They want to Charge my Credit Card a Termination/Cancellation Fee . I Simply do not have the $44.99 a month for another year due to illness and ADT Refuses ro Cancel without charging me $$ I do not have to spend.

  Business Response

  Date: 11/27/2023

  The customer entered into a contract with the following company who handled the sale and installation of the system.

  
  Prime Protection LLC
  942 Woodette Rd
  *******, **, 35901
  ************
  
  Please forward this on to the correct company.

  Business Response

  Date: 11/29/2023

  Hello ******,

  As explained when you contacted the office, You are in a 36 month agreement with ADT. You signed the documents and accepted the terms. Inside the agreement under cancelation it explains that you will owe 75% of the remaining balance left on your agreement. I do apologize you are going through hard times due to an illness, and if you would like to contact ******************* the director of operations he can discuss this issue further. If you can not find the agreement in your email I will be happy to send and explain each page. Unfortunately this is a contract and if you cancel before the 36 months you will be liable for equipment and the 75% moving forward. 

   

  Thank you,

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

  Director of Operations

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

• Initial Complaint

  Date:11/03/2023

  Type:Order 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.

  Prime protection came to our home on 9/28 and represented themselves to be ADT not an ADT affiliate company. The representative never mentioned that the forms we were signing were a contract and that we would be obligated for 3 years.This is a blatant misrepresentation of the facts and now we are obligated to pay for a system that was incorrectly installed with many of our windows and doors not receiving coverage. We are paying full price for 25% coverage in our home. Only one window in our home has coverage. This is unacceptable for $2,124.00 and ADT/Prime Protection are the companies that misrepresented this fact to us.We are senior citizens with major health disabilities living on fixed incomes and this is the type of service and professionalism we received from ADT/Prime Protection.NO ONE should ever do business with Prime Protection or any of their affiliates, they can't be trusted and their representatives don't tell the truth.

  Business Response

  Date: 11/06/2023

  Hello ******,

  I am *************************** the Director of Operations for Prime Protection and I have discussed this matter with you multiple times and we have already came to an agreement with ** making sure your sensor is fixed and make sure that the glass breaks that are installed to cover all windows are working properly. My records show that this was completed on 11/4/2023 @9am. My technician states in notes that you were happy and all devices that are in your agreement were working properly and you were satisfied with the service you received. If there is anything else I can do please give me a call at our home office in *****.