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Business Profile

Security Systems

Transformed Media

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Security Systems.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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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  • Initial Complaint

    Date:02/01/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Transformed Security installed a security system in one of our buildings in January 2023. In addition to installation, TS was hired to monitor the alarm system. ** is registered with alarm.com as the company that monitors our system. TS has not monitored the system in over a year. We have emailed, texted, messaged through social media and called TS over the last year and they refuse to ************* their phone number does not work. Since TS is the registered monitoring provider, alarm.com will not let us hire another company to monitor the alarm. TS needs to contact alarm.com and remove its company as the monitoring company. If TS does not remove itself from the alarm.com record, ******************** will be required to purchase another new panel at a cost of approximately $900.00. TS needs to contact alarm.com and tell alarm.com to delete TS as the monitoring company. Or TS can pay Columbia for a new alarm panel.

    Business Response

    Date: 02/12/2024

    I have just been notified of this issue you are having and I am working out the details of deleting TS from the monitoring system. 

    The company closed and was believed to have deleted and removed all monitoring as well as notifying the ones who had a monitoring system. This got overlooked and Apologies for the inconvenience this has caused.

    I have went back on records and saw a missed message asking for a code so another company could do it and it never got responded to. The company no longer exists so I am having to put in support tickets and waiting a callback but if I can not get this resolved through account deletion I will make it right.

    Customer Answer

    Date: 02/13/2024

    Thank you for the response.  How will I know when you have removed Transformed Security as the monitoring company from Alarm.com's records?  I understand that you're working on doing this by submitting a support ticket.  Please email us at ******************* or call ************************* at ************ or ************ when Transformed is removed from the account so we can hire another company to monitor our premise's alarm system.  It is very important to us that this security system be monitored.  We have been without monitoring for over a year.  Thank you again for your response.

    Customer Answer

    Date: 02/20/2024

    Thank you for your response.

    Today, 2/20/2024, the new monitoring company and I tried to set up the panel to be monitored by the new company.  Transformed Security is still on the alarm.com account and we are unable to do anything until you contact alarm.com on Transformed Security's behalf and remove TS as the monitoring company.  We have valuable equipment being delivered to this location, and it is imperative that we have a working, monitored alarm.  Please let me know as soon as possible that your closed company is off the alarm.com account.  We have been trying for over a year to contact you to resolve this issue.  This facility's alarm has not been monitored since early 2023.  If you cannot remove your closed company from the account, please send ******************** $1,000 so we can move forward with installing a new panel that can be monitored.  Thank you for your continued efforts to resolve this problem.

    Customer Answer

    Date: 02/22/2024

    Good morning,

    I contacted alarm.com at ************, this morning.  Alarm.com confirmed that Transformed Media / Security is still on the account.  TM/S needs to contact alarm.com immediately to remove this closed company from the account.  Alarm.com will not remove the company at our request.  Alarm.com is waiting to hear from ***** of TM/S to remove his now closed company off of the account.  I hope he will do this today.  ********* is lcoated at *********************************************************************************  Phone is ************.

    Customer Answer

    Date: 02/22/2024

    Complaint: 21231536

    I am rejecting this response because:

    *****, I contacted alarm.com today and I texted you today.  Alarm.com refuses to remove your closed company from the account until you contact them.  Please contact alarm.com and remove this closed company from our alarm account.  We need this account to be monitored by ************* this week.  We are putting equipment in this location and it needs to be protected.  As you may be aware, St. Louis **** businesses are broken into every night.  This location is an attractive target and it needs to be protected.  I respectfully ask you again to free up this account so we can get the monitoring service in place.  I have been trying to contact you to resolve this problem for over a year in spite of you stating you only received one request from me to.  

    Alarm.com will not change the account without you taking care of this.  Alarm.com is located in Virginia.  Here is the number ************.  I spoke with a rep named ******.  She was very nice but insisted that the account cannot be released without contact from you.  Please take care of this today.  


    Sincerely,

    ********************* - ********************

    Business Response

    Date: 02/28/2024

    You have been deleted. There is virtually no dealer support for alarm.com especially when this business no longer exists so it took a while for a work around. As of 28 February 2024 your account is terminated by this former company. 

    Customer Answer

    Date: 02/29/2024

    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,

    ********************* - ********************

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