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:02/09/2024

  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.

  ADT services were installed at the end of May 2023 when I purchased my new home. Impulse Alarm came to my door to solicit their product. I did not call them. I was advised there was a $1400.00 credit on the account for my service address, so I gave it a try. They installed the equipment which I was told was free of charge, then I was not supposed to be billed until the credit ran out. However, I have been billed every month since day 1. Impulse Alarm stated they would have the issue corrected and they have not. Impulse Alarm has not provided any documentation outlining my credit to my account as promised. ******************** has tried to cover their tracks by sending me money via cashapp for SOME of my charges and now they are billing me for early cancelation when I was not supposed to have even been billed!

• Initial Complaint

  Date:02/01/2024

  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.

  We have been calling and attempting to cancel services because of faulty equipment installed by their authorized dealer Impulse Alarm, LLC. The authorized dealer has been no help in attempting to resolve this matter so we called ADT who we then paid to install an upgraded video doorbell. We also upgraded our video clip cloud storage an additional ***** clips per month, on top of our already existing ***** clips of cloud storage, to make for ****** clips of cloud storage total. When reviewing our recording rules it remains obvious that we are not getting the additional ***** clips for which we pay for every month. Communication with the authorized dealer and this company has been dismal and concerns not addressed. We are not coming to a resolution that I find acceptable. I would like to continue services with ADT themselves. However, if the authorized dealer is to be involved any further in this matter and concerns not being met regarding faulty equipment and services not being rendered for which they are paid, the account is to cancelled.

  Business Response

  Date: 01/31/2024

  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: 03/03/2024

  Everything has been resolved with the customer

  Customer Answer

  Date: 03/04/2024

   
  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,
  
  *****************************

• Initial Complaint

  Date:01/11/2024

  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.

  Hello my name is *********************** and ******************* is my fiance and our home address is **************************. ******** ******* *****. We were told by impulse alarm llc. That we we're able to get 6 month of free credits to be applied to my current address. And that we can cancel at any time during these 6 months.Which we just bought it's our first home. My son is special needs so we figured why not. From the beginning I was being charged ***** monthly from adt320 in which I contacted ****** which is the salesperson phone number **********. Which he replied that he would take care of it. And won't happen again. Needless to say it continues monthly and he cash app me assuring me that it won't happen again. I currently my job and I informed him about my situation and I told him if we could work something out and we tried to set removing a camera for a discount. No one showed up. So I got charged again for the 6th time/6month and he now he is ghosting me..my account is overdrafted to the negative so he owes me 2 money for this month and next month. I will attach everything that I have supporting my allegations. And he never sent my certificate to my home insurance. There home office is in *********.

  Customer Answer

  Date: 01/25/2024

  Texts that prove my case

  Business Response

  Date: 08/01/2024

  Everything was resolved with customer

• Initial Complaint

  Date:01/04/2024

  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.

  We purchased a house in June 2023. We were outside and approached by 2 gentleman asking if we were moving in or out? Oh , they said that the people that moved out left their equipment but theres no equipment here. Then they said they work for ADT and were hitting up new customers in the area. Try it out six months free and if you like it, you can keep it. If not, well come take out the equipment. He handed us one piece of paper a broadband rider that said that page was one of three, but we didnt get any more pages and they had us signing everything on a tablet. Nobody ever told us we were signing a contract for three years, they should not be out walking around scamming old people , they charged me already for six months at $$68.95 and I closed that card now they are sending me a bill. *** spoke to supposedly the general manager and he was going to take care of stuff and had me talk to them. You cant get them on the phone I want to know if theres anybody that can help us get out of this contract. In addition when I put the app on my phone it said that our account started June ******* and the paper that I signed the broadband writer says June 12, and it has the wrong written address!!!!! My address is ***** and they have *****.. I dont believe I should be locked into this contract and I believe I should get a refund and they should have to stop telling people try at six months free and then not tell them theyre getting locked into a three-year contract. The general manager name is ************************************ ************ Office ??? ************ License # EG *******

  Customer Answer

  Date: 01/21/2024

  I am now getting off bill from ADT because I turned off my charge card. Again, please see the broadband. Writer says customer here by knowledges that he or she has voluntarily and or has her discretion subscribe for certain services as further detailed and pages one through three of the contract for which at the time of installation and asked so advised by the dealer certain telecommunication functions yet may not be available, I got one page the rest of the pages they supposedly sent through my email. But again not at any time , I got one page the rest of the pages they supposedly sent through my email. But again not at any time. Did ****** stick close? Did ****** mention that I was being locked into a three-year contract. His exact words were try the equipment for six months. If you dont like it well come back and pick it up and well be done with the deal. None of that happened. They got six months payments off of my credit card that I wish to have returned and now being billed from ADT so they cant tell me they dont know how to get a hold of impulse alarms 

• Initial Complaint

  Date:12/23/2023

  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.

  We signed up with this company on 10/17/2023 with the promise of cancelling out contract with Brinks. It is now going on January **** with ****** receiving nothing and paying for ADT and Brinks with no resolution. The account manager sent our November payment via Apple Pay but no photo or notice of what and when they sent this cancellation. The main 866 number for Impulse is a crock as they refuse to handle anything and just send it to the account manager. Oh and they took my old panel from Brinks so that I can't reconnect it. As of December 10th 2023 my panel has also died so I have been left with out security for just about 14 days now with no resolution as the Account Manager has no panels available to replace mine. Oh and to boot when I call ADT to see if they can fix my panel they give me the runaround and tell me the authorized dealer has to repair the system within the first 90 days! So how is it that a parent company can't even take responsibility for there dealers? And not when I bring up the 6-month money back guarantee I get the that it has to be cancelled with Impulse!

  Business Response

  Date: 08/15/2024

  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.

• Initial Complaint

  Date:12/22/2023

  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.

  On June 7, 2023, *** Subcontractor **** came to our home and fraudulently stated the *** company is taking over ****************** Accounts in ******* , ******* area. *** took out the Safe Home Alarm faulty equipment but was informed the Allens were in a contract . He mentioned the Control Display was not Receiving a Signal from Safe Home.The *** Manager ********************** at : **************************************************************************************************************** stated to the Allens in many texts he would make it right. The *** alarm company acknowledge misrepresentstion and even refunded 2 months payments to them. We want resolution to the problem *** caused for they are responsible for the Deceit and interference with an existing contract

  Business Response

  Date: 12/22/2023

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

  Business Response

  Date: 08/01/2024

  Everything was resolved with customer

• Initial Complaint

  Date:11/15/2023

  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.

  ADT entered my home and lied about representing my current Vivint company.An account was set up fraudulently by *******************. Vivint equipment was taken out & replaced with ADT/Impulse. When I verified with Vivint, they confirmed that they do NO business with these companies. We have requested that all charges be credited and the account closed. No ADT or Impulse equipment is still connected at my home. I have called ADT and Impulse several times to close the account and credit all charges. They are ignoring my request and constantly calling to have me pay for these fraudulent charges. I have also filed a complaint with Vivint Security. Nextdoor app for my area has comments from other residents that are going through the same issues. ADT/Impulse are predators amnd must be stopped! Your help is appreciated.Sent from my iPhone Example of what they sent me!On Sep 19, 2023, at 7:10 AM, Vector Security <************************* hocom> wrote: Dear ***************************:Thank you for being a loyal Vector Security customer and taking advantage of our online bill payment program.Our records indicate that the credit card ending in ****, used when you make payments on your account will soon expire.At this time, to ensure timely payments and uninterrupted service, please update your credit card information by logging in to your online account.Thank you for your prompt attention to this matter.

  Business Response

  Date: 11/15/2023

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  Impulse Alarm LLC
  ********************************************************************************************-3456
  ************
  Please forward this on to the correct company.

• Initial Complaint

  Date:11/15/2023

  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.

  In July ******************* an employee of Impulse Alarm LLC came to my door and told me that ADT brought out Slomins Security Alarm company ( sign in my yard) my current Alarm Provider and I would have to update my equipment. ************** removed the Slomins equipment the same day and installed new equipment. I did not sign any contract and was not given any type of documents. Three days later I received a bill from ******* and contacted them to ask why I was receiving a bill if they were brought out. They told me they were not brought out. I called ******************* and told him that he scammed me and I instructed him to come and remove the equipment I did not want ADT equipment as I already had a contract with *******. *** ***** or anyone from the company never came and got the equipment. I called the only contact number I had and no one was never available. I also contacted ADT and was advised to contact impulse. I have been calling but no one has reached out to me to resolve this issue. ******* had to come to my home to put back in their equipment and I was charged a fee for them to put the equipment back in. I received an invoice email from a Paypal account from Impulse Alarm LLC in the amount of $2417.42. I have called and I would be on hold for 2 hours and then I am told the supervisor is not around. I am a elderly person and was taken advantage of by ******************* and believed what he told me. I am on a fixed income and would not agree and can not afford to pay to security companies at the same time. I would for Impluse to pick up their equipment and not charge me for something I can not use as I do not have a contract with the company.

  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 ***resentatives 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 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.
  
  We spoke to ********************** on September 6, and September 10 communicating the conditions.
  
  And for the contract, we use 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 for each customer, and we track device and IP addresses to ensure security.Copies of all signed documents are sent to their email and we provide a three-day right of rescission period.

• Initial Complaint

  Date:11/13/2023

  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.

  On September 8 2023, ******************* approached my home wearing an ADT Badge advertising ADT Home Security Alarm System. As time went on, I discovered he was an employee for Impulse Arm LLC. Dearler with ADT. **** presented a package which offered more security ****************** revenue. He knew I was currently a Vivint customer, since 2019. So he offered to pay me out of my Vivint contract, which was $463, this was the balance on my Citizenone Loan. Package also included another camera, more sensors and a monthly bill, for $57 after taxes. In additionI docu signed the contract on ****'s work tablet. ******************* said he had a tech who could be at my home in approximately, one hour to switch out my Vivint panel, front a& back door sensors, and amotion detectors. *** (technician) arrived at my home ,replaced my existing Vivint equipment, *** also stated once Vivint panel is removed from the wall the battery would reamain charged to function, outside security cameras,until Mon. Sept 11, 23. Upon *** leaving, I called **** back because *** couldn't install cameras he didn't have on hand. **** and I scheduled an appointment for Mon. Sept 11 at 5pm. Monday was a no show/no call. Looking at the text msg between **** and I this was the beginning of the downward spiral. I wasn't happy with the service, he asked me if I would reschedule for tomorrow, Tuesday 5pm. Once again no show/no call. I told him I was never without security ever since 2019, when I purchased my home. I also stated I no longer want to do business with ADT and cancel my contract. According to the policy, he mentioned he would honor the cancellation, because I was still in the grace ******* which was 3 business days. Letter of cancellation is attached. **** procrastinates on rectifying the situation. At this point, I called and scheduled an appointment for ****** to reinstall my wall panel and to remove all ADT equipment. **** agreed on this decision and added, they don't keep the equipment trash.

  Business Response

  Date: 08/15/2024

  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.
  
  We spoke to ********************** on September 12, 2023 and communicated this to her. The ***resentative also scheduled a service call on the same day to sort out the equipment issues.

  Customer Answer

  Date: 08/16/2024

  I proceeded to small claims court, they were a no show I then applied for a judgement .   I stated all the information in my complaint.  Salesperson  ******************* , went above his scope of practice and I was harrassed to pay a bill for a service I did not have.  Like I said in my claim I do not owe them any money, I told  him to come and get his equipment which I brought to court.  I dont know what exactly is happening at this point.  I will also attempt to call BBB representative to explain this matter.  This is consuming my life.  Please read I have explained this matter to its entirety and ******************* is fraudulent/ misleading/corrupt/and more!!!  

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 20863718
  
  I am rejecting this response because:
  

  I proceeded to small claims court, they were a no show I then applied for a judgement .   I stated all the information in my complaint.  Salesperson  ******************* , went above his scope of practice and I was harrassed to pay a bill for a service I did not have.  Like I said in my claim I do not owe them any money, I told  him to come and get his equipment which I brought to court.  I dont know what exactly is happening at this point.  I will also attempt to call BBB representative to explain this matter.  This is consuming my life.  Please read I have explained this matter to its entirety and ******************* is fraudulent/ misleading/corrupt/and more!!!  

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

• Initial Complaint

  Date:11/08/2023

  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.

  scam.

  Business Response

  Date: 08/14/2024

  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.
  
  We spoke to ***************** on multiple occasions - September 6, September 12, and October 23 to inform her about this.