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:03/11/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  We started a contract with HTS IN 2019. The company was sold and we started getting issues non-stop.Finally my husband tracked down someone to come and fix the issues, he thought he was signing a work order to authorize the work to be done. He was busy working so he did sign the paperwork without reading it. He was not told this was a new contract, he would never had signed a binding 60 months contract. We started a contract with HTS 3/6/21.The fire alarm went off for no reasons many times.We started having problems with the system 4/3/21 but the company took more than a week to get a technician to fix the problem. 11/24/22 Smoke alarms - Alarm malfunction - ********** contacted us multiple times and we had to stand them down. They actually had no address on file for us so even if there were an actual fire, the fire trucks would not have been able to find our house. The company charges us every month and sends us bills but they had failed to provide the dispatching units with our address. 1/19/23 Smoke alarms - Alarm malfunction - We finally got the company to update their system (which they charged us for). Their solution was just to add another wireless repeater which was plugged in and left on the floor of our dining room, but all the original smoke alarms and sensors remained in the system without being checked or replaced. They finally provided our address to dispatch (we think) but had to turn a fire truck around again for yet another false alarm.We tried to cancel our contract with this company who told us we could not because we had a 5 year contract with them. We were never told we were signing a new contract we were just told they were updating our system and signed what we thought to be a work order.Our system went down for a few months and we were still charged full price every month. 9/8/23 Smoke alarms - Alarm malfunction 10/12/23 Smoke alarms - Alarm malfunction - We called and asked the company to disarm the alarm to accommodate the work being done at our house they did not. Alarm went off about 8 time that day(along with at least 6-8 ************** per false alarm)10/13/23 Smoke alarms - Alarm malfunction - We asked the company why the alarms are beeping like they are out of battery but they are not. We got no response.10/14/23 Smoke alarms - Alarm malfunction - Went off multiple times during the day and 3 times during the night.10/15/23 Smoke alarms - Alarm malfunction - Went off at least 4 time during the day and 3 times at night.10/16/23 Smoke alarms - Alarm malfunction - The alarm went off every 5 minutes, My husband called and talk to an agent at the company but they will not send anyone until Friday October 20th, 2023. So my husband had to remove all the smoke detectors in the house so that we can have a day of calm without running through the house disarming alarms every 5 minutes.Every time the company came to repair defective material they charge us for it and tried to make us sign paperwork holding us in a new 60 months contract.This company is so incompetent, unreliable, and so predatory. Their only motive is to hold clients to a contract they have no intention in respecting on their end. Paying for an alarm system that is reliable yes, paying for a non existent product that is unreliable and outrageously expensive is a no for us.Selling a false sense of security, installing subpar systems making your client pay for those defective systems and then holding them responsible for monthly payment of defective, unreliable systems while keeping them upgrading and forcing them in longer and longer contracts. This has to be illegal.In December the main panel went down and now the company refuse to fix it, wanting us to pay for a new panel and ************************************************************************************ buy out of our contract for a system that has not worked for months.Please help us as it is maddening and preventing us to buy a system from a reputable company.We would like your help getting out of our contract, as this company is incapable to provide reliable services, incapable of fixing their ******************** in a timely manner and yet charge us monthly for a defective system and unreliable security. We originally installed this system in order to complete our security requirements for a job that was only for 6 months so we would never have agreed to a 5 year contract.It is important that this company is on your radar because this should not happen to anyone else.