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:04/18/2023

  Type:Billing 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 cancelled my account with ********************************************* on November 2, 2022. On January 27, 2023 my credit card was still charged for their services, despite my cancellation almost three months prior. I have since contacted them at least 10 times since then to dispute the charge. Every time I speak with someone from Alert, I am told the exact same thing.... "Yes, we acknowledge the error, I will speak to my supervisor when he gets in, and the charge will be reversed by the end of the week." This never happens. Perusing other complaints on BBB, it appears this tactic is a common practice on their end.

  Customer Answer

  Date: 05/09/2023

   
  Better Business Bureau:
  They have refunded the money, but this is clearly a pattern that they've established. I have every reason to believe that if I had not contacted BBB, they never would have refunded the *********** the other complaints on this website regarding this business (as well as on Yelp) and you'll see the same thing over and over again. A faulty charge followed by multiple complaints from the customer and then the charge ONLY gets refunded once the BBB contacts them. I think it's a feature for them, not a bug. Super shady business practice. 

  Sincerely
  
  *****************************

• Initial Complaint

  Date:02/15/2023

  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.

  I became very unsatisfied with the service from Alert Protective in the summer of 2022. I shopped other options and installed an alarm from a local company on 8/10/2022. On the day that the new alarm was installed, Alert Protective never even called/noticed/reached out about a disconnected system. Ok, that is one thing. But to continue getting bills up until just yesterday for a system not even installed is another. The fact that they didn't even notice my system was disconnected and not functional, how were they charging me with monitoring service? I wrote notes on bills that were sent- that I cancelled, I left voice messages, and on a bill that came in the late fall of 2022, I wrote that I had alerted them to cancellation. The only email on their website is an "info" email. The rep this morning, 2/15/2023, claimed I am responsible for all fees as I never filled out a "cancellation form" that she emailed me just today. I had zero knowledge of such a form, but beyond that- how they didn't even know my system was connected and functional is beyond alarming. She accused me of not having reached out, as "it's not on my records here." This is blatant payment for services not rendered. They can just claim there is NO record, and then charge until you become aware of the form. No one would give me a name or number of anyone to reach out to (beyond the rude phone rep). I said I was sharing this with the BBB, local consumer affairs media, and whatever else I can think of. This is not just unprofessional, it's unethical. This is not a professionally run organization, seek your home security elsewhere.

  Business Response

  Date: 03/10/2023

  I Do apologize about this, I will see if they are coming to my spam, but we have halted all billing for all three locations/customers below.

   

  See a screen shot that we let them know, they infact aren't being billed, their accounts are cancelled. 

   

  See a screen shot for each account. Is there something further they are looking for?

   

   

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

  Customer Answer

  Date: 03/10/2023

   
  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. They claim an email notification sent that I never received & the fact remains-  they did not even alert me or reach out when my entire system was disconnected & then continued arguing about $ due for services not rendered. 
  
  Sincerely,
  
  Z Bulut

• Initial Complaint

  Date:02/14/2023

  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.

  Also having problems getting APS to stop sending ******** and collection notices. Account was cancelled effective 1-26-22 and final payment by me to close account was made 2-12-22 and cashed by APS 2-16-22. APS authorized employee confirmed account was closed and there would be no further ********. Received ********/past due notices in February, May, August and November 2022. Spoke with authorized employee each of those times, same story - please ignore and further ******** will be stopped. Received another past due notice January 2023, called APS and employee previously spoken with no longer there. Another employee acknowledged they were having problems with billing system (apparent from other complaints) and they would be stopped. Received another past due notice February 14 2023. Enough is enough.

  Business Response

  Date: 03/10/2023

  I Do apologize about this, I will see if they are coming to my spam, but we have halted all billing for all three locations/customers below.
   
  See a screen shot that we let them know, they infact aren't being billed, their accounts are cancelled. 
   
  See a screen shot for each account. Is there something further they are looking for?
   
   
  *****************************

  Customer Answer

  Date: 03/12/2023

   
  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.
  
  The resolution status would be changed if there are billing notices sent going forward.  I see from the account printout that our account was cancelled in January 2022 and final payment to close out acknowledged.  However we have received billing notices every three months since then, and in fact the account printout still seems to show a past due balance plus late fees.  If those are not cleared and if further billing notices arrive, then will have to escalate the issue with State authorities.  

  
  

  But we are hopeful this issue is indeed resolved finally.  

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

• Initial Complaint

  Date:01/15/2023

  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.

  I am filing this complaint because of fraudulent billing by Alert Protective Service. I cancelled my service last year ago when my old 2G system was not supported. I first did that on the phone early March 2022 and I was promised that I will no longer be billed for the service that I could not use, infect I had positive credit on the account which I was never paid back. No action was taken by Alert Protective Service, and I kept getting bills I then reached out to Alert Protective Service and this time I spoke with *****************************. She informed me that person on the phone did not cancel the service even though I had no way of using the 2G service I continued to get new bills instead of my credit for the service I do not have, I followed up again and received following response ***************************** <*****************************************************>Tue, May 17, 2022, 9:25 AM to me Good Morning,Account XXX14 has been cancelled as of . Alert has a 30 days notice policy for cancellation. Due to the timing of your request and your most recent payment, we will be issuing a refund for $9.29. We will refund the card you have on file.Please retain this email as receipt of the cancellation and let us know if you have any questions or concerns.Sincerely,***************************** **************** | *************************************************************************************************************** p: ************** | e: **************************************************** | ****************************************************** I continue to receive bills from Alert Protective Services even after May 2022 and most recently receive one January 2023. They have also stopped responding to my complaints.I need Alert Protective Services to STOP fraudulent billing, refund what they owe me, compensate for the time I have wasted with this company and ensure this does not happen to another customer.

  Business Response

  Date: 01/26/2023

  I do apologize about any concerns but as we explained to the customer we cancelled and cleared the balance that was due. See the screen shot that shows we followed through and completed it as we told them we did.

  Customer Answer

  Date: 01/28/2023

   
  Complaint: 18816484
  
  I am rejecting this response because:

  
  

  I find this response hilarious on one end and offensive on the other had. Whoever responded to the complain didn't take the time to read their own attachment before responding. See attached with the circle on the right and READ! It says last invoice date is 1/101/2023 with past due balance while Alert protective owe me money. One the left had side it says service was cancelled on 5/11/2022.

  
  

  Stop harassing me with emails every month with fake past due invoice when you said my service was cancelled 5/11/2022 according you. To make it easier for I am attaching your harassing emails and fake invoices for the last two months. Explain!!!
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/10/2023

  I Do apologize about this, I will see if they are coming to my spam, but we have halted all billing for all three locations/customers below.
   
  See a screen shot that we let them know, they infact aren't being billed, their accounts are cancelled. 
   
  See a screen shot for each account. Is there something further they are looking for?
   
   
  *****************************

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 18816484
  
  I am rejecting this response because:

  
  

  I have heard these promises before. First off, I need my $10 credit balance that was due to me but never sent to me, instead I was getting false bills. I also will wait a quarter to ensure I am no longer receiving new bill AFTER I receive my credit balance. 

  
  

  What about year of my time that I have been wasting to resolve a simple issue??  

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

• Initial Complaint

  Date:12/12/2022

  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.

  Alert Protective sent me a batter that I did not request. Then they sent me a $55 bill for the battery that I do not want. Now they are trying to extort money from me. I have offered that they can come pick up the batter because I never asked for it and I don't need it. However, they are trying to claim it's my responsibility to pay for and ship the item back to them. They sent me an invoice, which is dated 12/7/22 (attached), and I am not paying for something I never wanted. However, Alert has done nothing to resolve this matter.

  Business Response

  Date: 12/13/2022

  This was taken care of with the customer on the 12th. As we explained to him we apologized and picked up the battery. We wrote the battery invoice off his account (see the attached) which we explained to ******************. He was not understanding and was like this as a customer. He complained when he would order and we wrote off any purchase he had made since 2013 same as we did with this. We left him with zero due and we picked up the battery once he explained that he did not infact order it. This is not a proper complaint, rather a way for him to retaliate against humans for making a simple mistake even though we rectified it with him.

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18561053
  
  I am rejecting this response because:  This is a proper complaint, and I gave this company multiple changes to fix this.  ************ only took action to correct after  I escalated to the BBB.  The *** is completely incompetent, and instead of being customer focused, he sounds like a petulant child.  His accusations against me are false, and he refuses to recognize and accept his company created the issue that was caused.  Yes, it appears the issue is resolved, but commenting the way he does and being completely dismissive of the issue his company created, and  attempting to blame and discredit me is incredibly disappointing.  His behavior is disappointing and unprofessional.

  
  

  This is definitely behavior the BBB should continue to monitor, as I fully expect this issue to resurface with other customers.  Under the old ***, the leadership was much better.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/30/2022

  This is completely false.

   

  He called in the same day that this was completely taken care of.

   

  This didnt even exit the day unaddressed, the truth of the matter is ************ doesnt want to accept an apology or understand that it was adjusted for him.

   

  We have parted terms as customer and business relations and did everything required to make the item right, however, ************ will not accept anything other than his own mindset. My team was completely professional and they were yelled at and told they lied to him and werent willing to fix it when that was all we did was fix the issue so that it was cleared up.

   

  He called us that morning, it was fixed, invoice adjusted, and battery picked up that same day.

   

  We appreciated his business at the time but we wish him well.

   

  Thank you

  Customer Answer

  Date: 01/04/2023

   
  Complaint: 18561053
  
  I am rejecting this response because:

   

  This new *** with Alert Protective is completely incompetent, and I think the BBB should continue to monitor the actions of this individual.  I just want to respond to his statements with actual facts:

  -He called in the same day that this was completely taken care of: ** first Alert told me I was responsible for paying this bill and there were no other options.  The only reason it was taken care of this same day was because I continued to push for proper resolution.

  -the truth of the matter is ************ doesnt want to accept an apology or understand that it was adjusted for him:  This is not the truth.  All I wanted was to not be charged an expense I should not have incurred.  The *** is so incompetent, that he apologizes in a condescending and antagonistic manner.  Any leader with any type of competence would realize this.  He is too inept to understand this simple concept.

  -We have parted terms as customer and business relations and did everything required to make the item right: Read your online reviews on ****** over the past few years.  Your service since the new *** took over is horrible.  

  -************ will not accept anything other than his own mindset. My team was completely professional and they were yelled at:  This is a lie.  I never yelled, and the team only addressed the issue after I escalated to the BBB.

  -We appreciated his business at the time but we wish him well:  This is all you have to do.  Say I'm sorry, fix the issue and move on.  Stop being so incompetent and condescending.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/22/2022

  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 cancelled Alert Protective Services in Sept of 2021. They continue to bill me for services. I have returned the past ******** to them reaffirming that I had cancelled their service. I still have received no response, but I did get another bill today. The solution is simple, just clear the account and cease future ********.

  Business Response

  Date: 09/02/2022

  I apologize about this glitch. Our software team had to push new fixes as it wasn't registering the way it was supposed to. This is fixed and as the note last indicated to throw anything you receive in the mail as we sent you the screen shot of no bills on your account and that there is nothing due providing that the account is closed. see the attached YET again where it is closed, no invoices generated and ****** our manufacturer confirmed the bug is now fixed.