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Business Profile

Security System Monitors

Interface Security Systems LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Security System Monitors.

Complaints

This profile includes complaints for Interface Security Systems LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Interface Security Systems LLC has 3 locations, listed below.

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    Customer Complaints Summary

    • 14 total complaints in the last 3 years.
    • 3 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:10/29/2022

      Type:Customer Service 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.
      Technician came to residence and ascertained what was necessary to repair damage to system, but could not give me a quote. It was suggested I go through ********* was told I would receive a call within forty-eight hours.I have yet to receive a call from their ***************** I have been a customer of theirs for a very long time and have been very satisfied up until now.

      Business Response

      Date: 12/06/2022

      Good morning, 

      **** thank you for feedback and speaking with me. I am glad we were able to resolve your issues in connecting you with your sales representative and have since received your signed contract. Thank you for being such a loyal customer and allowing us the opportunity to remain your security company. Please feel free to contact me if should the need arise in the future. 

      Kindest Regards,
      *******************
      Regional Customer Experience Manager
      **********************
      **************************************************************************** 63045
      Direct: ************ |TF: ***********************
      Simplify ************************** www.interfacesystems.com

      Customer Answer

      Date: 12/07/2022

      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:10/03/2022

      Type:Billing 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.
      Was informed by Interface billing department of a $576 overpayment on 8/17/2022. I asked them to send refund for full amount! Through the end of August no check, but deducted $34.90 for September's fee. I called billing each week to find out where is the refund, now $545. Always got the run around! Finally spoke to billing mgr. ************************* on 9/16/2022, he told me a check had been sent on 9/2/2022 and the credit $545 cleared from my account. Asked them to place stop payment on original check and reissue a new one with two- day mail service. ******* said he would contact me! No reply thru 9/21/2022, called them and asked to speak with *******, was informed he was in a meeting and they would give him the message! No reply! my account ALT40542

      Business Response

      Date: 10/04/2022

      I reached out and spoke to the customer and the issue is resolved

      Customer Answer

      Date: 10/04/2022

      We have received a full refund from the company.  Received 9/30/2022.

    • Initial Complaint

      Date:09/19/2022

      Type:Billing 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.
      ******************* I canceled my residential ********************** service with Interface effective at the end of my current contract period of August 18, 2022. This cancelation was done via certified mail, return receipt requested, to Interface Security Systems, sent on April 18, 2022 and received by Interface on April 25, 2022. This cancelation was done well before 60 days preceding the contract end. I received and acknowledged their subsequent Cancellation Agreement which clearly stated a CANCELLATION EFFECTIVE DATE OF 08/18/2022.Monthly monitoring payments were made through the 08/18/2022 period. Accordingly, there should be no further charges. They continued to bill for monthly monitoring for the time period of August and September. I called their billing department and was told this was because they had not started the cancellation process in their system until 08/18/2022. That is not acceptable practice! They continued to charge for non-rendered services because they intentionally delayed processing this cancellation. This is a terribly poor and questionable business practice.On August 30, 2022 I requested that they remove the improperly charged monitoring fees which now total $51.42 and provide verification that this account is in fact canceled and no further fees are due. I have yet to receive a response other than a past due bill which arrived today.They have all of the pertinent documents to this account.

      Business Response

      Date: 09/27/2022

      To Whom It May ****************** are very sorry to hear of the situation surrounding Ms. ******** complaint regarding the cancellation of her account. ****************** has been a loyal customer for over 20 years, and we are very grateful for her patronage. Her cancellation letter was received 4/26/22 with a termination date of 8/18/22. Her account was cancelled on that date, however due to our billing cycle the September had already generated. At the time of cancellation, we did process a credit memo for that billing period.  I was able to speak with ****************** and apologized for the poor communication she received when calling in regarding the bill and also confirmed her account was cancelled 8/19/22 with no balance owed.

      We are sincerely sorry for any inconvenience this may have caused. 

      Sincerely,

      *******************
      Regional Customer Experience Manager
      **********************
      3773 ********************** **********, ** 63045
      Direct:************ |TF: ***********************
      Simplify ************************** www.interfacesystems.com

      Customer Answer

      Date: 09/27/2022

      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,

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

    Interface Security Systems LLC is NOT a BBB Accredited Business.

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