Complaints

This profile includes complaints for Alert Alarm of Hawaii's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Alert Alarm of Hawaii has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Alert Alarm of Hawaii

  3210 Ualena St Honolulu, HI 96819-1918

  
• 

  Alert Alarm of Hawaii

  9 Shipman St Hilo, HI 96720-2455

  

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:01/27/2025

  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.

  There has been unfair charges to my account and efforts to settle with customer service have not helped. I have tried numerous times to get through on the phone, as well as have left messages to no avail. my account was past due previously, no fault of mine and now I am in the same position but cant reach resolution.

  

  Business Response

  Date: 01/28/2025

  Ms. *****, 

  We sincerely apologize for the not getting in touch with you. Please call me at ************ and I will assist you in any way possible. 

  Mahalo, 

  ******* ***

• Initial Complaint

  Date:10/04/2024

  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.

  I've been a customer with ********************************************* since October 1999 to present. My services cover monthly monitoring of my residence and a Lifetime Maintenance Warranty on all parts, ****************** (Certificate #********, dated April 2008). July 2024, a window was service, and a battery needed replacement. I was charged $5.76 which my maintenance plan normally covers. I was informed batteries will no longer be covered under the maintenance plan Im still paying. I said that's wrong. I paid for the maintenance plan that covers parts and labor and that batteries are required as parts to run the system. I also stated my yearly maintenance checks can now cost me over $300.00 to replace the batteries for all my windows that Alert Alarm is now charging $5.76 each battery to include taxes. The same batteries can be purchased at ****** for a pack of 12 for $12.00. I contacted ************** *** **** with unsuccessful results. She stated Alert Alarm is under a new management/owner and they will not provide batteries as parts. I stated that wasnt right because Ive gotten faulty batteries installed that needed replacement after being service. That's why I paid for the maintenance plan for almost 17 years to avoid cost. I suggested that new customers should be advised of the new changes and faithful customers such as I should be grandfathered into the new. That was the reason I paid for the maintenance plan that covers parts, labor and relocation that Alert Alarm will not honor. I'm seeking BBB for your expertise in assisting me with a solution to continue with my Alert Alarm monitoring service to include my parts and labor certificate of which I paid to date. Your help would be kindly appreciated.

  

  Business Response

  Date: 11/11/2024

  To ****** ******, 

  Thank you for providing notice of your experience and for your years of business with Alert Alarm Hawaii. We strive to provide the highest quality service to our customers and appreciate the opportunity to improve. 

  We have reviewed and updated your account to properly reflect the goods and services contracted. Thank you for your patience and look forward to your ongoing patronage. 

  Mahalo, 

  ******* ***

  Customer Answer

  Date: 11/19/2024

  On Monday, November 11, I received a voicemail from Alert Alarm, **** *** regarding my complaint #ID ********. I returned his call thanking him for responding back after much failure response from Alert Alarm ************** *** ****. **** *** responded with great news that upon looking further into my contact, batteries will be provided.  I then mentioned to him, after I was charged for the battery, my monthly bill increased more than 10 percent of what I was paying $53.21 to $58.52.  The cost of $53.21 increased within the last past year.  Now, my monthly has increased again to $58.52. He responded by saying the cost of doing business and due to covid.  I replied, what about loyal customers?

   

  I believe because I provided a copy of my contact showing I paid for the Lifetime Warranty; Alert Alarm is retaliating thru monthly price increase to get what they were after, MORE MONEY.  I am not happy with the cost of increase nor any of us but how can they increase cost without notification.  Because I trusted them all these years of doing business with them to allow my monthly payments to be taken out from my charge authorization, they have no rights without informing me of price increase.  Since I have provided my Lifetime Warranty to Alert Alarm, now my monthly has increased again.  

   

  I hope Alert Alarm can be fair and keep risen cost to newcomers and somewhat be appreciative to loyal customers.  A 10 percent increase is extremely high.  I would appreciate BBB assistance once again or advice.

   

  Thank you,

   

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

  ************** 

  

  Business Response

  Date: 12/06/2024

  Ms. ******, 

  Thank you for your time on the phone allowing me to respond to your concerns. We understand that price changes can be frustrating and we appreciate your feedback. 

  The decision to adjust our prices was not made lightly.  Price adjustments are necessary to continue providing the high-quality products and services you expect from us. Factors such as increased costs for labor, materials, production, and delivery have contributed to this change.

  As discussed over the phone, Alert Alarm remains committed to providing the highest level of satisfaction. We've credited the invoice related to the battery, adjusted your system profile to reflect the warranty package submitted and explained the reasons for maintaining the price adjustment. The call ended with both of us in good spirits.

  Rest assured that the price adjustment that occurred in September was not in retaliation for a ************ call that was credited in November, after the price adjustment. In fact, through this process of reviewing your account, it was identified that the warranty letter was no longer in effect as the system was replaced in 2021. However, weve applied a similar level of coverage to this new system retaining the expectations that youve become accustomed to receiving despite the new contract terms and conditions.

  As a customer of 25+ years, we apologize for the recent changes and am open to an additional call to discuss further opportunities to retain your business. 

  Sincerely, 

  ******* ***
  President

  Customer Answer

  Date: 12/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me.  Apparently, alert alarm does business without notification to their customer and no written letter of price increase. Also, Mr *** stated I would be credited for the charge of a battery which I have not received after I provided proof of my lifetime warranty for parts and labor. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:03/23/2023

  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.

  On or about March 3, 2023 I was informed by phone call that my alert alarm system was not communicating. I had earlier that day re-booted by solar Enphase equipment, I just believed it would correct itself soon enough. I told the caller from alert alarm that was probably the problem. He told there has been no communication for almost one year. For the past year or so when I set my away alarm I get a "battery fail". I contacted Alert Alarm and a technician came out, told me the system was old and he would have to return at a latter date to see if he could find the correct batters. I was assured it was still working. Why was I not informed that there was no communication, I had a false sense of security for many months. On march 10, 2023 another technician arrives and basically told me that I was unprotected, but it still works but only the inside the house alarm. I was offered a new system to install at a price of $900.00. And a $10.00 increase in monthly cost. I asked for my money returned for the months that I was not informed that the system was not communicating. I was then handed off to *** who has since stopped returning my calls. The sales man who wanted for me to buy the $900.00 system is named ******* *******. Told him I needed my money refunded before I buy a new system, he offered me a return of 6 months and his boss approved two free months if I bought the upgraded system. I feel like Im being held hostage. I plan to file a suit in small claims court in the next 2 weeks. No one returns my calls anymore at Alert Alarm. It should not take 1 year or 6 months to inform me of a failed system, as I paid every month as required but was not getting what I paid for. I called and tried to cancel my subscription but know one is available at this time, that was 2 hrs. ago.

  

  Business Response

  Date: 04/03/2023

  After receiving this complaint we immediately contacted **************** to resolve the situation and believe we have addressed the situation and will meet the customers expectations. 

   

  **********************;

  President

  Alert Alarm/************************

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

  ********, St 96819 

   

   

  Customer Answer

  Date: 04/04/2023

   
  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:09/18/2022

  Type:Sales and Advertising 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.

  On Augugust 30, 2022 contacted the aforementioned company to cancel the service; both with email and landline. I received an email indicated that someone will contact undersigned to resolve the matter. I was very specific with the details on my contract which dated back to 2012 and the fact that we are moving out of state on September. To this date, no one from the company had reached out to me yet of said matter. As I had mentioned earlier, we will move to mainland permanently and close checking account which the monthly bill was deducted automatically. Thus, I contacted the company in an attempt to resolve the issue. FYI sincerely yours ******** **** ****. 09/18/2023

  

  Business Response

  Date: 09/21/2022

  We have reached out to the customer and in the process of canceling their contract according to their request.   

  Customer Answer

  Date: 09/21/2022

  
  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. Further, representative Jody did call undersigned on Monday the 19th and the issue was resolved.
  
  Sincerely,
  
  ******** ****