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:07/07/2025

  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.

  Purchased a home security system that was recommended by M/I homes. The service had glitches in the beginning, they immediately fixed in December of 2024. I've contacted the phone # listed, emailed the support account listed, and no one will return a call or work to correct the problem. I've tried to discontinue service, but I've been continuously billed $41.99 per month repeatedly. Their system even states that they've not made a connection since June 12th, which this isn't anywhere near the first time that this message has come up. I want the system to work. I want to continue service, but if they aren't willing to service their own equipment, then I want a refund of services including the cameras.

  Customer Answer

  Date: 07/21/2025

  I did hear back from them. They stated that my messages had gotten lost in their "after hours" service center. This is odd since I used their website to file the online complaint on two separate occasions and I did leave two messages on their after hours line. 
  
  They came back out to the house and got the camera to come on, but they told me that they can't get the actual garage door connected. It is a new model and the new models don't stay connected to their system unlike the old garage door openers. This is strange, but I requested resolution from the builder now. 
  
  Thank you for your assistance. I'm happy that you helped.
  

• Initial Complaint

  Date:03/27/2025

  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.

  The SMARTSHIELD system was purchased via M/I Homes, Lakeland, *******. The system is barely four months old, but has been troublesome since the beginning, despite several calls and appointment schedules, which have been disruptive to our daily life. The home security product is constantly failing to work (Offline, etc.,) which requires yet new appointments for service. This has caused us inconvenience; still, the system continues to fail and is inoperable today. A couple weeks ago, before our trip to *****, we scheduled a new service call and agreed to the companys recommendation to install a Wi-Fi extender to enable the outside receiver to better connect to my internet apparatus. This cost us approximately $80. Well, as soon as we left for our trip and attempted to connect to the SMARTSHIELD system, we received a message the SMARTSHIELD system was not working. I am seeking a formal resolution to this matter with the company, including a comprehensive inspection and repair/replacement equipment, as necessary.

  Business Response

  Date: 04/18/2025

  See history in the attachment. The manufacture has suggested it is a networking issue in the home. We have a senior network specialist on staff we tried to schedule to assist customer. We have been denied access. We have not charged the Customer any money for the various trouble calls. We have installed nearly 1800 of these video doorbells. I can confidently say this is extremely unusual. We too would like to get to the bottom of the issue.

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23122547
  
  I am rejecting this response because:
  There is absolutely NO NETWORK ISSUE with our Frontier WI-FI. SmartShield has had technicians in our home on four separate occasions; we have not denied entry to anyone. In addition, we have been on the phone several times with the manager ****. The issues are with the installed system or the inability of the technicians to properly diagnose the issues. 
  Sincerely,
  
  **** ********

  Business Response

  Date: 05/01/2025

  5/1/25 - Homeowner agree to let us sent our senior Service Manager to assist in troubleshooting why the video keeps disconnecting. When he got onsite, the doorbell was online., making it difficult to troubleshoot without experiencing the problem. He changed out the doorbell transformer, replaced another component of the doorbell. The doorbell was online when he left. The homeowner has his number to contact immediately if the doorbell drops offline again. If it happens again, our next step will be to contact corporate ADC. Our call with *** to date, we have been told it must be a network problem. Very frustrating to all, we will continue to be persistent should the doorbell continue to drop offline.

  Customer Answer

  Date: 05/02/2025

   
  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:08/21/2023

  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.

  The Undersigned has had troublesome dealings with this company since the inception of contract through our home builder. Home security products are constantly failing to work(Offline, etc..)which require appointments for service between the hours of 8am and 4pm, no weekends. This has caused us to have to leave work several times unpaid to keep these appointments only to have the same equipment fail time and again. They will not work with you for a time outside of their hours even though it their faulty equipment they have to respond for. Furthermore, we have a contracted alarm monitoring service that we pay monthly through them for and can rarely utilize this service because again, the equipment does not work while we continue to pay. I have contacted this company numerous times by phone and email requesting a supervisor. No call backs, no responses to emails. They simply ignore you while charging you money for a service you dont receive. I am seeking a formal resolution to this matter with the company by first, A complete comprehensive inspection and repair/replacement of all equipment at my residence. Second I am seeking a dissolution of our 3:year alarms service contract due to their neglect of providing said service continuously. I would also seek a refund/credit for the periods of time I was unable to have this paid service monitored as contracted due to their faulty equipment.

  Business Response

  Date: 09/05/2023

  Hello,

  We changed ************************ system out at no cost to him to a much more reliable platform - Alarm.com.  We switched to Alarm.com as our service provider several months ago and have found the service platform is far more reliable than our service provider partner.  SSH's spent over $1,000 switching out ************************ system.

  Thank you

  Smartshield Homes.

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20489829
  
  I am rejecting this response because: Smartshield homes state in their response that they had switched to a better ****** with alarm.com several months ago. Why is it then that for the several months that I have been dealing with their inadequate ****** making appointments, leaving work, losing money and getting frustrated with their malfunctioning equipment in addition to their record of not calling people back did they once offer me the solution of adding Alarm.com. Until I filed a BBB complaint? They come to my home after offering a new ******, granted they accommodated me a Saturday appointment so I didnt have to lose time from work install a partial new program replacing the alarm panel, giving me access to the alarm, garage door and door locks once again on said panel. What they didnt tell me was Id be losing the ability to monitor my cameras from this panel or the same app again. I also lost the ability to work my thermostat with the new panel. The cameras I now have to monitor on the old Clare ****** which has been problematic for us in the past, in fact my wife cant even access them on her devices, I can when they do work and not go offline. Long story short I have to use two apps now for two different things. Cameras which were included in the past in repairing were not part of what they offered and I was given a quote of an additional $600 if I wanted to purchase those and offered irrigation to be added at a cost of $110 dollars through Rainbird irrigation. I find it laughable that they boast of spending almost $1K in upgrades at my expense when it took all my frustrations to come forward and ultimately file a complaint to get them to even respond. This writing should not come as a surprise to them as I have expressed my limited satisfaction with the end result. The representative who contacted me to follow up audaciously requested me to take down my complaint with the BBB as if I should be grateful for what theyve done. My response to that is absolutely not as this is what it took to get any service whatsoever. The ball is in their court to do better for their customers.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/11/2023

  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 received terrible alarm service from this company. My alarm system constantly had issues and never worked. I terminated my contract with company January 2022. The equipment was removed from my home. My bank account has been debited ***** per month every month since I canceled for services that I don't even receive. I'm requesting a refund in the amount of $736.95 for 17 months of payments at ***** per month. This company is non responsive and difficult to get a hold of.

  Business Response

  Date: 06/02/2023

  The customer is right.  This was an error on our part and the funds will be returned.  We do not, however have any record of he calling.  In any event, the day we removed the equipment, the billing should have stopped.  A check will be sent to the customer today.

   

  Customer Answer

  Date: 06/06/2023

   
  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:02/09/2023

  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 have been with the company for approximately one year. It has been a complete nightmare. I have had 4 or more service calls within a year period. The system does go off-line, and there is a delay in showing activity at the front door. Over two weeks ago I requested to have two cameras installed to add extra security to my home. I have yet to receive any communication and I am completely disgusted with their service. I would like to be released from my contract so that I can go with a more reliable company. Its like they try to hold you hostage to an agreement and they can't even fulfill their end of the agreement.

  Business Response

  Date: 02/22/2023

  We will contact the customer immediately.  We have hired staff and implemented call tracking systems to manage these issues.  ********************* has had problems with a video doorbell that we installed.  We have found the manufacturer to be unreliable and are replacing video doorbells at no cost to customers.

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 19365317
  
  I am rejecting this response because: not only is the equipment faulty, the company is unable to add additional cameras to my home without causing drywall damage. I would like to be released from the contract so that I can move forward with another company. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/02/2023

  Business response taken verbally by BBB:

  This customer has been released from the contract some time ago. This customer should no longer be billed any further.

• Initial Complaint

  Date:11/28/2022

  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.

  Purchased SmartShield as a package through our builder last year. The doorbell camera is lousy and does not detect all front door activity as it should. The security systems has been offline on several occasions, which is a legitimate security issue. The app doesnt not work consistently and often is slow. Ive reached out to customer service twice, and two employee emails Ive worked with in that past and still have not received any communication for a plan to resolve. I want a full refund and for them to come get their equipment. Theyre not holding their part of their agreement, even though they still receive their monthly payments from us. When can I expect a full refund and a technician to come out and remove you equipment?

  Business Response

  Date: 12/11/2022

  We will contact the customer tomorrow 12/12/2022

  Customer Answer

  Date: 12/27/2022

   
  Complaint: 18461181
  
  I am rejecting this response because:
  Though, they did call me on 12/12. They have not made any changes. I want a full refund and for you to come pick up your equipment. **************** doesnt not respond to emails or voicemails.

  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/27/2022

  ************,

  I apologize for the lack of response from our company. ****** no longer works at SmartShield. We can have another representative call you to advise on the project you were working on with *************

  Also, we will come out replace your doorbell with a Nest doorbell. There are current problems with the doorbell you have now that has been confirmed by the manufacturer. As of yet, they have not provided a fix. We believe the Nest doorbell will be a much better solution for you.

  Please let us know a convenient time for us to come out and replace your doorbell camera.

  ************,

  Customer Answer

  Date: 12/28/2022

   
  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 if it is taken care of with a sense of urgency.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 11/08/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  This is in reference to the compliant that I left last December 2021. Compliant #********. *** reached out several times and finally spoke with someone and theyd say theyd figure something out and this has not been done. I want a full refund from day 1. December of 2021. This product does not work properly. The camera and the touchpad goes offline too often. This is an unsafe product. *** reached out several times for an update via email and phone but no one contacts me. Please come pick up your equipment and give me a full refund.
  
  Sincerely,
  
  *********************