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:08/31/2022

  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.

  I am a new ADT customer and shortly after signing a 3 year contract with them, they control panel stopped working. I called customer service on 7/21/22. Immediately was put on hold for almost ************************************************************************ troubleshoot the panel and then said please hold. I was on hold for another 30 minutes and then was told to leave a message. On 7/22/22, I went online to chat with a live agent. Waited another 30 minutes, soon as I asked a question they ended the chat. I called the corporate office in ******* and explained the situation to a person that answered the phone. She then sent me to the same call number for customer service at which time I hung up.

  Business Response

  Date: 08/30/2022

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  LVD CONCEPTS
  *************************************************-1834
  **************
  
  Please forward this on to the correct company.

  Business Response

  Date: 09/01/2022

  To Whom It May ****************************** follow up on the case filed by this customer. I have reviewed the account and see this customer was installed on 06/21/22. The customer was reaching out to the corporate office of ADT and not the dealer that set up the account. The dealer is responsible for all service calls an repairs for the first 90 days of service. We have scheduled and replaced the faulty radio on 07/28/22 and the system looks like it is in good working order. Customer was notified to reach out to the dealer at ************ with any further issues that *** come up.

   

  All the best,

• Initial Complaint

  Date:08/29/2022

  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 moved out of my residence at ****************** on January 10th, and called in to cancel my services with ADT as I was moving back to my parents house. I was sent to multiple departments, and told it would be cancelled. I continued receiving notifications on my cell phone of activity at the house i left such as when a door was opened or closed (not very safe for the new owners of the residence). I called ADT again in February, March, April and May requesting the same thing and being told it was handled. In June, I called yet again and was treated very poorly by a rep who taunted me over my request to now have the fees ive been continuously charged refunded because i kept requesting the cancellation. I called back again that same day and got a very helpful rep who promised me she would have it cancelled and have the refund processed for ********June billing (total of $324). Over this past weekend, i received alerts on my phone for alarms going off and a call from ADT about the alarms going off. We told them we dont live there and the new couple does not want ADT services and we attempted to cancel for the past 6 months. I called again today on 7/20 and still cant get a resolution.

  Business Response

  Date: 08/28/2022

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  LVD CONCEPTS INC

  DBA: SECURE 24
  8 THE GREEN
  *****, **, 19901-3425
  **************
  
  Please forward this on to the correct company.

  Business Response

  Date: 08/30/2022

  To Whom It May ***************** follow up on the case filed by this customer. We have made attempts to contact this customer but sadly we have not had a call back. Reviewing the account is see this customer was installed on 10/18/2021. Customer requested to cancel the account on 01/10/22 due to moving back home. With the contract on file we would ask the customer to set up new services in the home but due to it being the customers parents home we could not due so. Since the customer wanted to cancel we would ask for 75% of the remaining balance on the contract. We have reached out to the customer multiple times but sadly did not get a call back about the cancellation penalty. After multiple attempts to reach the customer without hearing back from the customer we have sent the account to collections. I have attached the cancellation policy above.

   

  All the best,

  Customer Answer

  Date: 08/30/2022

  Complaint: 17595408
  
  I am rejecting this response because:

   

  i have called the company multiple times and spoken to multiple reps who promised to close the account with no cost due to all the hassle. 
  
  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/01/2022

  To Whom It May ***************** follow up on the response of this customer. Customer had moved to a different property and requested to cancel out the account. We asked the customer if she was setting up the *** services at the new property. If customer continued the *** services we would have waived all cancellation penalty due to continuing the services. The customer stated that was not a option due to moving back in with a relative and did not own the home. At that point we have requested the customer pay the early termination fees to terminate the services outlined in the important terms and conditions in the contract on file. We had made multiple attempts to contact the customer to notify them of the early termination charges and to collect the payment but sadly we did not hear back from the customer. At this time the account has been sent to collections for the 75% remaining balance on contract. 

   

  All the best,

  Customer Answer

  Date: 09/02/2022

  Complaint: 17595408
  
  I am rejecting this response because:
  
  I have multiple conversations with this company between March and May trying to handle this while still being charged for a residence I didnt live at. 
  
  one of my last calls I was promised no termination fee and a refund of the months I requested cancellation but was still charged due to the constant back and fourth along with a taunting situation from one of their employees
  
  

  i even called in June to ask to switch service and gave it installed at my new residence to avoid all their hassle and they never showed up for install!
  

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

  Customer Answer

  Date: 09/12/2022

  09/12/2022: Mediator left a detailed voicemail for the consumer.

  Customer Answer

  Date: 09/15/2022

  09/15/2022: The consumer moved to a new address and requested we cancel her service before completing her contractual agreement. Our early cancellation terms are clearly stated on our contract.

• Initial Complaint

  Date:08/26/2022

  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.

  They have a predatory business model of forcing you to sign up for a 36-month contract with only a 3-day right-to-recission clause. My alarm system has not functioned since day 1 and I have spent multiple days waiting around for a technician to show up for a scheduled time. Literally the worst customer experience I have ever had with a company. And the worst thing is that I am stuck with the contract unless I want to pay a 4-figure breakage fee

  Business Response

  Date: 08/29/2022

  To Whom It May Concern,

  To follow up on the case filed by this customer. We have spoke with the customer about the issues below. Customer was upset due to the system having a low battery and sensor tamper. It looks like we scheduled a few service call we had to reschedule. We have spoken with the customer and offered to schedule a service call for 08/30 to fix issues with the sensors. We have also offered the customer a refund for the first month of services due to the issues. Customer agreed to the service call and refund of a month of monitoring.

   

  All the best,

• Initial Complaint

  Date:08/18/2022

  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.

  In April 2022, I began shopping for home security for my home in the ***********, ** area. I had several ADT dealers available to choose from. Each offered several additional perks such as gift cards and free equipment. I decided to go with Secure24, the company recommended by my realtor, ***************************** I spoke to the company and they promised me all the same equipment as their competitors, including a doorbell camera. They also promised me a $100 gift card (they later changed this to say it would be a $100 check I would receive in the mail).On April 29, 2022, I entered into an agreement with the company, LVD Concepts / Secure 24 located in **********, **. It would be $57.63 a month for 3 years. I had them come install, but when they arrived, they had none of the extra equipment they promised and told me I would have to upgrade to get the camera. A month passed and I never got the check. I called the company and was assured it would arrive. I emailed the representative, *********************************************** multiple times since then and I was completely ignored.Feeling frustrated and ripped off, I went online and was dismayed to find several other people had complaints with the company as well: https://yelp.to/Lj4C6NIABsb I mentioned this to my realtor, ******, and he seemed shocked and concerned. He apologized and I told him I wanted to make sure he was not letting other customers fall for Secure 24s dishonesty. He said he would not be dealing with them again.Since the company has refused to honor their promise for the $100 and the additional equipment including the door bell camera, I am filing this complaint. I wish I could get out of this contract as well, but unfortunately I am stuck for the remainder of the next three years.

  Business Response

  Date: 08/22/2022

  To Whom It May ***************** follow up on the case filed by this customer. We have reached out to the customer multiple times last week and left voicemails for the customer to reach back out to discuss the issues stated below but sadly have not heard from the customer. We will continue to reach out to the customer to resolve the issues he is having with his 100$ rebate.

   

  All the best,

  Customer Answer

  Date: 08/22/2022

  Complaint: 17740116
  
  I am rejecting this response because:
  

  The business called when I was unavailable or sleeping. I called back multiple times during business hours without reaching anyone and even left multiple voicemail messages. This phone tag is unnecessary. I don't need to speak to them on the phone for them to send the rebate. They already have my information. Just send the rebate! They asked to put it on my card. They may do so. If they need additional info, they can let me know specifically what info they need in a voicemail or email me at *****************
  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/29/2022

  To Whom It May ***************** follow up on this case filed by the custom. We have spoke with the customer and offered to send back the customers 100$ rebate back to the card on file. The customer agreed to the refund and was pleased with the resolution.

   

  All the best,

  Customer Answer

  Date: 08/30/2022

  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/16/2022

  Type:Sales and Advertising 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 inquired about ADT security system and I was told that a wireless keypad, door bell 2 flood lights sensors/camera motion detection etc would be included but afterwards I only received the doorbell camera, keypad, motion detectors. When I called they tell me the cameras not included.

  Business Response

  Date: 08/18/2022

  To Whom It May Concern,

   

  To follow up on the case filed by this customer. We have spoke with the customer and she informed us that she did not have her cameras installed. We apologized for not installing the cameras at the original install on 08/13/22. We have scheduled a service call for 08/23/22 to finish the installation of the 2 cameras owed to the customer.

   

  All the best,

  Customer Answer

  Date: 08/24/2022

  Complaint: ********
  
  I am rejecting this response because: After the service call, the rep states that the camera(s) can't be installed due to my satellite internet.  I asked prior to getting service if the camera(s) and other services would work with satellite and I was informed it would.  I've been misled my false advertisement and I would like to come out of this contract because this service will not work for me.  
  
  
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 08/29/2022

  To Whom it May Concern,

   

  To follow up on the case filed by this customer. We have reached out and spoke to the customer about the issues listed. This customer has satellite internet in the home that does not support the cameras that would be installed. We notified the customer the time of installation on 08/13/22 that the wifi in the home would need to be upgraded to a faster speed or switch providers. Customer agreed to the downgrade at the time of installation to the 53.99 remote package due to wifi not supporting cameras. Customer called in to cancel the service on 08/17/ but asked to hold off on the cancellation. Customer called back on 08/23/22 to place a cancellation on the account but sadly the 3 day Notice of Cancellation had expired. If customer wishes to cancel outside of the 3 day notice cancellation period we would ask for 75% of the remaining balance on the contract to be paid before we would cancel out the account. I have attached our cancellation policy to the documents below.

   

  All the best,

  Customer Answer

  Date: 08/31/2022

  Complaint: ********
  
  I am rejecting this response because: The statement provided is not true.  I wasnt offered a lower packageI was told that satellite would work and I spike with my provider and was advised that I have the required speed for the cameras and as of today the cameras have not been installed.  
  
  
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 09/15/2022

  09/15/2022: The consumer did not have the proper internet to support our system. We suggested they upgrade their residential internet service, or to go with our lower plan that would not require an upgraded internet plan. The consumer chose to take advantage of the lower plan. All contracts clearly state our early cancellation policy.

• Initial Complaint

  Date:08/15/2022

  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.

  Absolutely the worst company I have ever dealt with. They have a contract stating I signed which I never signed. Not my signature. I was quoted a price of $45. Being charged $69+ Every month. Called multiples times to speak with a supervisor and nothing gets resolved. I finally spoke with a supervisor and he completed disregarded everything I was saying told me he would call me back at the end of the next business never heard from him again, months later still no response. I have had numerous equipment malfunction and currently still do I cannot even lock my house because the alarm sensors are broken. But I’m still being charged. My alarm went off while I was away on vacation , nothing became of it. No checking on the situation. No follow up after I called and my system is still malfunctioning. The fact that I didn’t sign a contract is very disturbing to me. I have prove of a contract sent to me by the company that is not my signature. Thank you

  Business Response

  Date: 08/18/2022

  To Whom it May Concern,
  
  To follow up on the case filed by this customer. We have spoke with the customer about the concerns below. Customer stated they have had some issues with the equipment and were looking to cancel the contract on file. We explained that we do have a signed contract that the customer would ask the customer to pay the 75% remaining balance on the contract. Customer stated the contract was not signed by her. We have explained to the customer that it is a electronic signature that was signed with the technician at the installation. Customer stated she did not sign. We have sent the contract over to the customer for further review. Customer was open to a service call but due to being outside of our 90 day service window we have directed customer to corporate to further assist with service call.
  
  All the best,

  Business Response

  Date: 09/13/2022

  09/15/2022: The consumer signed our contract electronically via email. We have the signed agreement, which clearly states our early cancellation policy. We have reached out to the consumer to offer to address any faulty equipment under warranty, the consumer has declined.
  

• Initial Complaint

  Date:07/19/2022

  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.

  2/11/2022 I was contacted by ***************************** Secure 24 Alarm Systems asking if I had any buyers that were about to close. And I would get a Referral payment of $200 within 2 weeks. I referred him to my buyer that was closing in a few days. Her system was installed on 2/25/2022. I contacted him to confirm and he stated that I would get a Zelle payment. About 3 attempts to Zelle from **** of America were made, but it appears to have a glitch in the system. On March 14, 2022, I was told that they would send me a check. I received no check. On March 22, 2022, I was shown an original check stating that was the check before it was sent, hopefully, it gets there today. March 30th, No check. I kept reaching out to ***************************** and he showed a picture of his email regarding the message he sent to ********************* for my affiliate payment. On April 4th I was told the check has to be voided after 30 days. They I followed back up because 30 days had passed from time check was originally reported not received. April 27th I was told I didn't let them know if I wanted the check to go to my office or home address. I gave ***************************** my home address. May 8th I called again. May 9th I missed a call from ***************************** and he text me back that he tried to call me. I called him back and spoke with him on the phone. I reached out again June 3, 2022. No response. June 29th, 2022 ***************************** stated he was pushing for me to get direct deposit instead of a paper check. I finally called the office and spoke with Jash (sp) and he stated that yes, they owe me money and ***************************** would help me get it. Then ***************************** said Jash would take care of. I let him know that I was getting tossed around. I continued to ask and ***************************** stated he would contact someone else and was informed that he should wait for a response. After that, he is done with it. I need help getting affiliate pay for my referral to the company.

  Business Response

  Date: 07/20/2022

  To Whom It May ******************************** Afternoon to follow up on the case filed by this customer. We have spoke with the customer and informed them we will be resending the referral check for 200$. I will be follow up with customer to inform them of when check is being sent. Customer was pleased with the response.

   

  All the best,

  Customer Answer

  Date: 07/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will be satisfactory to me when I receive the $200 check.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/19/2022

  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.

  Account: ********* *** Dealer No: ******** Dealer License No: ********** Email: ************************************************************** *** Dealer Business Name: LVD Concepts Dba Secure24 Alarms Contract start date: 02/22/2022 Contract Duration: 36 Months Hello BBB, I am a new homeowner who recently purchased ***'s services and I was sold broken equipment. Within the first week of installation the system failed with a battery low alarm. I purchased new batteries myself and replaced but the issue returned immediately. Contacted *** support and followed instructions and unable to resolve over phone. A technician was sent out and forced to replace several sensors. Following this the next day an additional 3 sensors were failing. I followed the same process as the first time and *** replaced all alarming sensors. While these sensors are in a failed state it is unusable. After the second technician visit the issue returned the very next day. I paid for a contract to cover all doors and windows from *** and this has not been provided since the system was installed and I want to cancel my contract as the system I was sold has not worked since the week after it was installed. Contacting *** they said I need to pay for and own the broken system was sold. Attempts to have a technician come out to confirm that the system is indeed broken for my waived cancellation fee have been denied and I have no been provided a valid reason for this. I am now responsible for the payment of 75% of the remaining contract to cancel at an excess of $1500+ dollars. I cannot believe I was sold a broken system and now I am responsible even though the system is broken and the *** techs can't fix. Essentially, a broken system was installed and I have gone through the process for repairs multiple times with no results. Now I am responsible for the payment of all the broken equipment I was sold. I feel *** and their reseller are in the wrong here as they did not uphold the contract and I want it cancelled with no fee

  Business Response

  Date: 07/18/2022

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  LVD Concepts

  Dba Secure24 Alarms
  **************************
  *********************
  **************************************************************
  
  Please forward this on to the correct company.

  Business Response

  Date: 07/22/2022

  To Whom It May ****************************** follow up on the case with this customer. We have spoke with the customer and he informed us that they had the issues with the sensors resolved. We have offered to cover the cost of service while the system was not not working properly. Customer agreed to the refund and we processed it back to the card on file as of today. The customer was pleased with the response and will be keeping the service.

   

  All the best,