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Business Profile

Security Systems Consultants

Ultimate Security Systems, Inc.
BBB accredited business seal
BBB Accredited BusinessA Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 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:12/04/2024

    Type:Order 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.
    To Whom it May Concern,In or around August 2023, my fire and burglar alarm became inoperable for no apparent reason. Ultimate Security Systems was unresponsive to outreach - in fact, the only communication that I received from them was in connection to a "yearly inspection" and having nothing to do with the fact that the alarm had stopped working. Despite their representation that they would be notified of alarm malfunction - they have evidenced no awareness of this. After a few months, I hired another security company who installed a new alarm and who are actually monitoring the system. Ultimate Security continues to bill me for a service that they have not provided in over a year, and which it appears that they never actually provided (given that they don't even know that they have received no signal from my home in almost 18 months). The alarm could have been cut and we could have all been harmed by an intruder with no action at all from this company. They are clearly not interested in their customers' **********************, and I just want them to leave me alone at this point.Thanks,*** ***********

    Business Response

    Date: 12/12/2024

    We are responding to the complaint for Mrs. *********** in *******, **. Contrary to her claim, I show in our records that we have reached out multiple times in reference to the potential communication error on the system, as well as the annual inspection. In addition, on our invoices that are sent out, it is noted that they should test their communications periodically to ensure that everything is working as it should - these invoices are sent on a quarterly basis, so she would have had multiple reminders to test the communication and let us know if there was any issue. Furthermore, she has not responded or reached out to let us know that there were any issues. We take great pride in accommodating customers when they have issues.

    At this point we're going to cancel the account so there are no monetary obligations, but we feel like we handled everything to the best of our ability to allow her to schedule service and make the proper repairs. 

    Customer Answer

    Date: 01/23/2025


    Complaint: 22638693

    I am rejecting this response because:

    Contrary to the business's representations that they were closing the account and marking any monetary obligations satisfied (my position remains that there is absolutely no money owed as I paid for the service so long as it was in place), they have continued to harass me on an almost daily basis via phone and email.  I want them to stop contacting me. 



    Regards,

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

  • Initial Complaint

    Date:06/01/2024

    Type:Product 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.
    I cancelled service with Ultimate security on October 7, 2023. The company kept refusing the cancellation even after I provided the written request they asked for. Finally I was assured over the phone that the service was cancelled. However, they have continued to charge my credit card $79.97 per quarter AFTER the date of cancellation, on December 1 2023, March 1 2024, and June 1 2024. They have also neglected to refund the prorated service charge after the cancellation date (paid Sept 1 2023). I would like a refund of those fraudulent charges, and I would like for Ultimate Security to honor the cancellation as of October 7 2023 and to cease all further charges to my credit card. (Service address: **********************************)

    Business Response

    Date: 06/12/2024

    We never received anything in writing - as per our company policy, we need something in writing to officially terminate the account. They were on auto pay with their credit card. We never received the termination letter which meant that we never removed them from the auto pay feature. As of June 5th 2024, we removed them from the auto pay feature along with refunding the funds, and we issued them a credit of $79.97 on check #*****.


    As of now, they are offline and have no future responsibilities with us. 


    Again, it is paramount to note that industry standard is that an account cannot be taken offline unless something is received in writing for insurance and security purpose. 

Ultimate Security Systems, Inc. is BBB Accredited.

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This business has committed to upholding the BBB Standards for Trust.

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