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:07/18/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  Subject: Urgent Resolution Required: Acc # ********* Name Change Issues Dear ADT Customer Service,I hope this message finds you well. I am writing to formally express my concerns regarding the ongoing issues I have experienced with my ADT account since moving to ************** two months ago.Upon installation, the representative entered my name incorrectly, including my ex-husband's name. I was assured that with proof of my name change, this would be rectified. I promptly submitted my divorce decree, Social Security number, and new drivers license, yet the issue remains unresolved. Despite multiple email exchanges, my name still appears incorrectly in your system, leading to significant frustration.On June 26, I contacted your customer service and was informed that my account would be closed without any outstanding balance. However, on July 12, I received a notification from PayPal stating that I owed a cancellation fee of $2,529.75. This has caused me undue stress and concern, particularly as I am now receiving calls from debt collection agencies.I find it deeply concerning that my account reflects my ex-husband's name, especially since I have successfully maintained ADT services under my name in the past. The lack of resolution and communication regarding this matter has negatively impacted my peace of mind.I respectfully request the following:1. Immediate correction of my account to reflect my current name.2. Waiving of the cancellation fee that was incorrectly charged.3. Confirmation that my account has been closed without any outstanding balance.I appreciate your prompt attention to this matter and look forward to your swift response.Thank you for your understanding.Sincerely,?**************************** ?************* ****************** Acct# *********?

  Business Response

  Date: 07/17/2024

  Impulse alarm LLC
  ***********************
  *********, NV 89104-3707
  **************
  Please forward this on to the correct company.

  Business Response

  Date: 07/29/2024

  The customers account reflects the last name she requested ******. ADT changed her information to the new last name on 6/20/2024.
  
  She requested to cancel not because ADT didnt correct her last name, but due to non-use of the system (she doesnt use the system). Her name is updated everywhere, the hub, the billing, and invoices.

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 21996060
  
  I am rejecting this response because: Their response is a blatant lie. I spoke to. ***************** from corporate and he knows that it was strictly because of the name issue. I was told that the name was updated but like I told ****************, when I receive emails or even go on the app, it still states ***************************. **************** even said that if I kept the account that he would make sure that it gets updated but like I told him at this point, I feel totally disrespected by ADT/impulse and I do not want to be associated with a company who does not respect me as a customer. Thats why I do not use the system, which is now closed and according to **************** because of the name change I still have to pay the early cancellation fee of $2500 unless I wanted to keep the account then he would reverse that.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/12/2024

  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 just moved into my new home and while moving in someone came to my door. It was an ADT sales man. I should've told him to come back another time but he stated he wouldn't take much of my time. I wish I would've known then what I know now. Furthermore, I feel that is deceptive business tactics while I am trying to move. Was also told since the internet was not currently installed that another rep would come out that Friday to install. I have yet to receive the doorbell camera. I also at that time signed up for auto payments. After that I receive a statement advising that I am past due and the rep called me to advise I need to set it back up. I then set the account back up and to my surprise I received another statement advising again that I am past due. I understand that it is my responsibility to ensure the payments have been drafted each month which I have taken care of. I have yet again set up auto draft. I contacted ADT to see about cancelling the service all together, she did credit me one month of service; however, the bill I received is still showing the full amount due. Today, I reached out via their chat feature as my bill is still showing past due with no auto draft set up so again today I set it back up. The rep advised to wait to see if the bill is drafted next month. I stated I do not want to wait, I want the account cancelled as it has been nothing but a headache to me. She stated I am under contract until Dec 2026 and would need to pay $18 hundred something to complete the early termination. I asked why it keeps cancelling and no one has been able to tell me, there are no reasons on my end to cancel (nsf's or non payments). I also stated this is not my issue it is theirs and I want to cancel the account. PLEASE help me to get my account cancelled as there is clearly an issue with their auto payment system and the whole reason I set it up that way to begin with was the convenience of it all, to not have to worry each month.

  Business Response

  Date: 06/12/2024

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  Impulse alarm LLC
  **********************************************************************************;89104-3707
  **************
  Please forward this on to the correct company.

  Business Response

  Date: 08/05/2024

  Everything has been resolved with the customer

• Initial Complaint

  Date:05/16/2024

  Type:Order 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.

  When we first bought our house a year ago, an Impulse door to door rep sold us on an ADT system.. We were told we had a 12 month contract.. Now that the 12 months are up they are claiming per their customer service rep, " the fine print states it is a 36 month contract ".. Now they can't provide a signed contract for 36 months as we never signed one.. There was never a physical or digital signature on any contract..

  Business Response

  Date: 08/27/2024

  Impulse Alarm LLC uses a custom software solution to ensure a secure and seamless process. When you purchase a system, you receive a login to a personalized portal where you sign documents, provide personal information, and complete a quality assurance form.
  
  Each login is unique to you, and we track device and IP addresses to ensure security. Copies of all signed documents are emailed to you and we provide a three-day right of rescission period.

• Initial Complaint

  Date:04/19/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 August of 2023, 2 gentleman with ADT uniforms and credentials knocked on my door. They proceeded to ask if I was happy with my current security system from Safe Home Security, and said they could offer a better deal with better equipment.****** said that ADT/Impulse could buy out the contract with SHS. He then asked for the information about the contract with SHS, including the password, stating that he needed it to buy out the contract. He then walked outside, and unbeknownst to me, proceeded to change the payment information on my contract. I had no knowledge of him changing the payment method until I received a letter from Safe Home Security some months later. When I called to ask him about it, he stated that he called SHS as the Agent, and they allowed him to change the payment method. I do believe this is a form of fraud, or at the very least shady business practices. When I called ADT, they told me to contact Impulse Alarm. When I did, the gentleman said it was my fault. I shouldn't have been so stupid to give the guy my password. They were of no help at all. I have been in contact with both companies trying to get all of this resolved.Safe Home Security claims no wrong doing because the guy gave them my password, although I did not give permission to change the method of payment, only to buy out the contract. *** told me to talk to Impulse Alarm, and Impulse Alarm told me to talk to ADT. I'm literally just getting the runaround from all 3 companies, and I'd like to cancel both contracts going forward, because neither company has been honest from the start.

  Business Response

  Date: 08/27/2024

  For context, Impulse Alarm LLC works with a dedicated sales team that arranges pricing for burglar alarm system services with homeowners. These services are then transferred and billed by our business partners at ********************** Impulse Alarm LLC does not provide any incentives to leave existing alarm service providers, and we make every effort to communicate this clearly to prospective customers.
  
  As part of our quality assurance process, which is digitally provided to each customer and required before an installation is complete, we ask the following questions:
  
  1. Were you under contract with another security provider before getting set up with ADT?
  2. Did your sales *** promise you any financial incentives outside of what is reflected in your contract, such as monitoring credits or cash rebates?
  
  The customer  answered no to both of these questions. We rely on our customers to answer these questions truthfully. Had the customer  answered yes, we would have automatically informed her that our company does not offer buyouts or any incentives (financial or otherwise) beyond what is reflected in the monitoring agreement. Any arrangements made outside of the agreement are exclusively between the sales ***resentative and the customer on a personal basis.
  
  This was communicated to the customer when they called last March 14, 2023.

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 21599000
  
  I am rejecting this response because: The gentleman who came to the house could clearly see that there was another system installed. He expressed that they could buy out the old contract and asked for the information from the other company. 

  When I started asking questions about what was being signed, he said here, let me take a look and proceeded to scroll through my phone. 

  Afterward, is when he went outside and called my old security company. I had no idea that they didn't do buyouts, but he insisted that they did and said he needed the password and information on the old contract so they could do the buyout. 

  I was swindled and tricked into giving this information and the 2 gentleman that came.out should be held responsible for their role in that. 

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

• Initial Complaint

  Date:03/28/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 was forced to sign a contract in which the contractor had the intent to take advantage of people in my situation, the Merchant charged me numerous fees because my card was locked at the time the transaction posted. Not only did I make numerous attempts to cancel the contract in September ************************************************************************** cancel within the first 6 months, fast forward 03/08/2024 , I reached out to the Merchant/ADT and they informed me I was paying for a service in which I do not have , Meaning the Merchants contractor added a ring door bell to my account but the did not provide me no doorbell, I informed the Merchant I had my own Doorbell, So ADT offered me a credit for the 8 months I been paying for a service that I do not have she informed me to reach out to Impulse alarms LLC , in which I did but they refused to help nor offer me the credit, I spoke to the Account Manager for ADT on 03/08/2024 to cancel my service with them she informed me that I had 30 days from that date if I changed my mind and want to take the credits she offered me and that after 04/04/2024 service will be cancelled I said Ok thank you and I will be in touch , I called ADT back on 03/26/2024 to make payment on my account and To cancel the pending Cancellation on my account, The Account Manager name ******* who I spoke to was very rude and she discriminated against me and told me that I cannot cancel the pending cancellation and whoever I spoke to was Lying to me and she said I have to apply for service all over , I informed her that her colleague promised me a one month credit of $64 for my inconvenience,$72 credit because I was paying for the doorbell service in which I provided my own doorbell so that should not be on my account and she also promised me my bill $49.99 for the duration of my account!!!!!! And I will like to Cancel the pending cancellation and accept the offers I was promised, I am being taken advantage of by ADT and Impulse LLC!!

• Initial Complaint

  Date:02/26/2024

  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.

  May of 2023 i had an Adt security sells man named Pico ***************************** He told me that adt bought out safe home security(thats the provider ive been with) & and that they are upgrading all customers. So he installed the system and told me not to worry about the other payment that would be cancelled. That was all a lie. I was paying for two security systems. As soon as i found out i tried to cancel the system but **** wasnt responding. So i got ahold of his boss ****** and he knew what **** did was wrong and told me now to worry about the Adt payments. I had to put a stop payment through my bank because adt kept trying to bill me. Ive been going back and fourth with ****** since June about my account. Also as soon as He knew what **** did, **** was fired the next day. Turns out **** is known for fraud. Hes been scamming customers for awhile and even scammed *********** Finally caught on. So ******* been paying the adt bills out of his account because of what **** did. January i received an email stating i owe $2,566 to Adt for the service i never had. I told ****** about it and he told me not to worry about it. Feburary 7th i got text messages of codes from my bank as if someone is trying to use my debt card. Feburary 8th i get more text messages and than a transaction of $2,650 came out of my account without my permission. I called my Bank and they are investigating the transaction. I filed a police report on **** (*********) also. My bank is saying it could take up to ***** days for them to investigate it but i cant wait that long to get my money back. Either Adt or ******** needs to refund me my money back asap. The phone # of ****** is **************. All the screenshots are mine and ******* text messages and shows the transaction. The transaction came out as Draft kings *********** are using peoples cards to scam them for there money. Ive been going back and fourth with my bank now and would just like to get my money back.

  Business Response

  Date: 02/26/2024

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  Impulse Alarm, LLC
  ***********************************
  *********, ** 89104-3707
  **************

  Business Response

  Date: 08/15/2024

  For context, Impulse Alarm LLC works with a dedicated sales team that arranges pricing for burglar alarm system services with homeowners. These services are then transferred and billed by our business partners at ********************** Impulse Alarm LLC does not provide any incentives to leave existing alarm service providers, and we make every effort to communicate this clearly to prospective customers.
  
  As part of our quality assurance process, which is digitally provided to each customer and required before an installation is complete, we ask the following questions:
  
  1. Were you under contract with another security provider before getting set up with ADT?
  2. Did your sales *** promise you any financial incentives outside of what is reflected in your contract, such as monitoring credits or cash rebates?
  
  The customer  answered no to both of these questions. We rely on our customers to answer these questions truthfully. Had the customer  answered 'yes,' we would have automatically informed him that our company does not offer buyouts or any incentives (financial or otherwise) beyond what is reflected in the monitoring agreement. Any arrangements made outside of the agreement are exclusively between the sales ***resentative and the customer on a personal basis.
  
  This was communicated with ********************** when he called about this last June 7, 2023. The charges on the customers account was from Draft Kings, which appears to be a betting site that we have no relation to. 
  
  We have no proof that the ***resentative used the customers card. Customers enter all credit card data on their own device and we, as well as the sales ***s have zero access to any of that information.

• Initial Complaint

  Date:02/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  ******, An *** rep came to my house in August, we had just purchased and were in the middle of a remodel. We were going to go back with CPI, who we had previously after our remodel was complete, but ******, the *** rep convinced us that they had all the same features and if we didnt like the service we could cancel with the 6 month guarantee. We were concerned about the remodel and impact it would have on door sensors and we were told dont worry, we will come and reinstall the sensors when your done with your remodel. He was very pushy. We asked if he was an employee for ***, he confirmed he did work for ***. Wed later learn he was not an *** employee. We told him wed get back to him at a later date. For the next three weeks, he harassed us, called and texted multiple times, and even showed up three separate times, once on my birthday. Finally, we relented and signed up.The system was installed in the middle of August. Early Sept our remodel was complete and we contacted Davian. We were told, absolutely we will get you scheduled. This went on for months with no resolution. We contacted *** directly, they told us our contract was not with them, and to contact Impulse. It is now Feb and my system has NEVER protected my house, Impulse did not fulfill their contract regardless of my monthly payment. Ive been listening to beeping for months. I contacted Impulse, finally a month later, after being ugly, got to talk to ***** and he told us *** is our rep **** they only have the contract for 90 days. Then sent a demand letter for 2100. Ive upheld my contractually obligations, this company is a SCAM and takes your money without providing a service.

• Initial Complaint

  Date:02/14/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  New home- October 2023, ****** (sales rep) shows up multiple times to get me to "try" ADT. I now know that he was selling for Impulse and not ADT, at no point did I suspect he was not with ADT nor informed otherwise. Prior owner paid through the end of the year, so ADT offers updating equipment and no charges to try out the system with no obligation to a contract on your part. I repeatedly told ****** that I do not want a contract for security service. He repeatedly informed me that all the paperwork I was signing was to just get the equipment from the prior owner updated and that my signing of the document was ONLY for installation of new equipment and I was in no way signing a contract for service...he explained that it was just a trial. He informed me that I can contact him to cancel service anytime. I asked him this question and was informed that I was not under contract due to the prior owners. If I wanted to keep the system to let ADT know and then a contract would be executed. I tried the system for a few weeks and asked ****** to cancel the trial period and arrange to the equipment out of my house in November 2023. He informed that ADT wanted more usage and would push back on cancelling due to us not fully trying the system. I waited 2 weeks and called ADT to have them come get their equipment. After 2 weeks of the run-around, I was finally provided with contact information to Impulse. ADT rep told me that I do qualify to cancel service with no cancellation fee. Jan 2024 I finally speak to Impulse and was informed that I signed a contract (which I contest based on ******** confirmation) and will have to pay a cancellation fee ($2,500) to cancel service. Since Oct, I texted ****** over 20 times about my displeasure with the service and the equipment. Asking to remove equipment and not execute a contract on at least 10 occasions. I feel this was fraud and unethical sales tactics. I was fraudulently set up on a contract that I never wanted or agree with.

• Initial Complaint

  Date:02/12/2024

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  The *** system was installed in my home under false pretenses as the salesperson was not transparent, and I would like to cancel without penalty. I have tried to work with this company in the past but unfortunately, this setup will not work. Please tell *** to come and pick up their equipment and we will be done. Thanks.

  Business Response

  Date: 02/09/2024

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  Impulse Alarm, LLC
  ***********************************
  *********, ** 89104-3707
  **************

  Business Response

  Date: 08/15/2024

  Impulse Alarm LLC is committed to a strict non-discrimination policy regarding age, gender, and sexual orientation. Our services are accessible to all homeowners.
  
  We encourage our sales representatives to use their best judgment when interacting with senior citizens and to be respectful and sensitive to all customers. This includes providing clear explanations of our products and services and addressing any concerns.
  
  However, we do not impose any restrictions or limitations on the purchasing capabilities of senior citizens or individuals based on gender or sexual orientation. All customers have equal opportunities to purchase and benefit from our offerings.
  
  Impulse Alarm LLC uses a custom software solution to ensure a secure and seamless process. When you purchase a system, you receive a login to a personalized portal where you sign documents, provide personal information, and complete a quality assurance form. Each login is unique to you, and we track device and IP addresses to ensure security.
  
  Copies of all signed documents are emailed to you and we provide a three-day right of rescission period.

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 21267082
  
  I am rejecting this response because: I was not informed properly of how the service is going to be billed. I was misled by the salesperson in not understanding the system and have since not used it in my home, even though the company has not picked up their equipment, because it is not mine. I want out of this agreement due to negligence of a thorough explanation of service and billing that does not meet the need of my current income, knowing it is limited. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/12/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Was promise a payout from switching contracts from old alarm company. Company is stating that it is not in the contract. Seller who came to house explain that there will be a payout. Seller is no longer working for company and they say it's the sellers responsibility. Since the seller was working for the company at that time, then they should be responsible for the payout. Been trying since October and they now say it's not their responsibility. I have all messages from seller stating that I would be refunded. Now seller won't response and dealer is saying no. What kind of business is this. I am sorry I did not check to see their ratings first. The customer service **** and this company should not be in business

  Business Response

  Date: 08/15/2024

  For context, Impulse Alarm LLC works with a dedicated sales team that arranges pricing for burglar alarm system services with homeowners. These services are then transferred and billed by our business partners at ********************** Impulse Alarm LLC does not provide any incentives to leave existing alarm service providers, and we make every effort to communicate this clearly to prospective customers.
  
  As part of our quality assurance process, which is digitally provided to each customer and required before an installation is complete, we ask the following questions:
  
  1. Were you under contract with another security provider before getting set up with ADT?
  2. Did your sales *** promise you any financial incentives outside of what is reflected in your contract, such as monitoring credits or cash rebates?
  
  The customer  answered no to both of these questions. We rely on our customers to answer these questions truthfully. Had the customer  answered 'yes,' we would have automatically informed her that our company does not offer buyouts or any incentives (financial or otherwise) beyond what is reflected in the monitoring agreement. Any arrangements made outside of the agreement are exclusively between the sales ***resentative and the customer on a personal basis.

  Customer Answer

  Date: 08/18/2024

   
  Complaint: 21280989
  
  I am rejecting this response because I have text messages from sales representative. I tried to attach said text messages, but the files are too large. I can either fax them, mail them or email them. I totally disagree with
  
  Sincerely,
  
  *******************