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Business Profile

Security System Monitors

Alcolock Fl, Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Security System Monitors.

Complaints

This profile includes complaints for Alcolock Fl, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Alcolock Fl, Inc has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:03/19/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 paid a "V3 Removal Fee" which I believed to be the fee for the removal of the device at the service center. I was informed at the service center that this was not for the removal of the device and that I had to pay them another $100. I sent in all receipts from payments and there was no valid explanation as to why the $50 fee I paid through the portal was not be refunded. I was treated quite poorly and believe this company is now stealing money from customers and putting fees on their portal that are designed to confuse customers.

      Business Response

      Date: 04/03/2025

      Per the payment receipt on 02-07-2025, provided by the client, I can she did pay $105.19 using our online payment terminal. She had a previous credit on the account of $11.28, bringing her total credit for future services to $116.47. On this payment receipt, it does state below the total paid that her next appointment was scheduled for 02-25-2025. This means that her device was programmed to return to that date and the payment she made would be utilized for the service that was scheduled on 02-25-2025. 

      On 02-25-2025, the client was serviced and $93.15 (of the $116.47 credit on the account) was used to set her next appointment to 03-25-2025. This left a new credit on the account of $23.32.


      On 03-17-2025, the client returned to the service center for her removal. Per the Client Fee Schedule that was provided at the time she was enrolled on the program, all install and removal fees are to be paid directly to the service center. This was how she paid for the installation at the start of the program and that is how she was supposed to pay at the end of the program. That is why she has an invoice and payment receipt of $75 that she paid to the service center on 03-17-2025 for the labor of the removal.


      Because she removed 8 days prior to her "Paid to Date" of 03-25-2025, she was credited for those 8 days ($26.61) plus $23.32 from the credit she already had on the account. The two credits total was $49.93 and the refund for $49.93 was processed on 03-19-2025 as indicated on the refund receipt the client also provided in this complaint. 


      The online payment terminal is a tool to add credit on an account at the client's convenience. It allows the user to select products to get a total of what to pay and the credit is used towards future services. The client selected 19 days (instead of 20 days) and a removal fee product. That is how she got the total for the payment she made on 02-07-2025 and why there was a surplus of $49.93 at the end of her program. Payments made online only add credit. The amount paid is always posted on the account as credit. We provide transparency in our service invoices to show how the credit is allocated.


      This complaint has given us improvement opportunities for our payment terminal and I will work with our software team to make changes to make it easier for future users. 

      Customer Answer

      Date: 04/03/2025

       
      Complaint: 23087266

      I am rejecting this response because: it still doesnt address the $50 removal fee that I paid and did not receive a refund for 

      Sincerely,

      ******* ****

      Business Response

      Date: 04/08/2025

      Business
      Most Recent Message
      Date Sent: 4/3/2025 3:32:11 PM
      The client was refunded $49.93 from the $105.19 she paid to ALCOLOCK. My previous response gave a detailed explanation accounting for how the credit was allocated for the services rendered. This was explained to her by the supervisor she spoke to on March 19. There is no further refund due.

      Customer Answer

      Date: 04/08/2025

       
      Complaint: 23087266

      I am rejecting this response because: once again, the charges that were refunded were NOT for the removal fee that I mistakenly paid. 

      Sincerely,

      ******* ****

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