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Business Profile

Burglar Alarm Systems

Alpha Protection

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Burglar Alarm Systems.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints 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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Complaint status

Complaint type

  • Initial Complaint

    Date:04/06/2023

    Type:Customer Service 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.
    In March 2022, after multiple lengthy conversations and an assessment of my home I entered into an alarm services contract with Alpha Protection purchasing ~$925 of equipment. Very shortly thereafter I had to request service visits because of problems with the doorbell going offline and a surge that was causing a heavy vibration in the doorbell. I was accused of removing an attachment to the doorbell then told that I needed to change the doorbell. They added their modulator but the problem persisted. I was told that I needed to move my router or get an extender. Got the extender, problem persisted, then they brought a $180 extender as the resolve if I purchased it. ************ complains to me about the number of service calls that Alpha has provided and the lost revenue because they were not charged. Continually my doorbell returns to a glowing red indicator, that it is not functioning, that can be seen from the street. I've returned from a number of work and military trips only to find that the public can see an indication that my services aren't functioning. **** has refused to change the doorbell even after I've purchase 2 doorbell wall units, changed the voltage regulator (and paid service fees for installation) and bought a WiFi extender, none of which fix the problem. I'd depended on the doorbell cam/alarm in July, to try to monitor the contractors movement and it failed costing me a loss of $8-9K of stolen belongings. I've been more than generous with my time from work for the service calls and have spent too much money and lost more trying to get security. This can't be provided in the current state of Alpha Protection services and I'd like to be released from this service contract as I've been requesting since July 2022 after the theft took place. I put this request in an email in writing in December and only get bills and run around with calls and texts. I've suffered enough and need help to bring this to an end. Couldn't attach device receipts.

  • Initial Complaint

    Date:12/19/2022

    Type:Billing Issues
    Status:
    Unanswered
    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.
    In error, I made an online payment from my checking account to Alpha Protection for an amount ($280 meant for my monthly HOA) well over my monthly home alarm bill ($31.50 for service at **********************************************************************). Alpha protection cashed the check and did not include the credited amount to my account nor did they notify me of the overpayment (I received bills in August and October, but none for September). The error was caught at the closing of the sale of my home when my HOA management informed me that I was one month past due (August ). That's when I realized that I'd paid the wrong account. I called and emailed Alpha Protection (October 25, November 18, and December 3) to inform them of the need to close my account and the need to refund me the overage, and where to send the payment. I was told via an email from ***** on October 27 that the check had been mailed, yet when I called on December 3, ***** told me that the check was not mailed.

    Customer Answer

    Date: 01/10/2023

    [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    At this time, I have not been contacted by Alpha Protection regarding complaint ID ********.

    Regards,

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

Alpha Protection is NOT a BBB Accredited Business.

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