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:10/02/2023

  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 or about July 25, 2023, ******************* came to my house stating that he was from *** and they were taking over ******'s business and they would pay off the balance of the Vivint account as long as it was under $2000.00 (our balance was a little over $1900.00). They would also pay any additional monthly charge incurred during the transition period from Vivint to ***. Also, we would save $20 to $25 per month compared to what we were paying now. The first installer, ****, installed some of the *** equipment, took the dismantled Vivint equipment, but in his rush to leave he forgot to install the inside motion sensor (we later found out from Vivint that they weren't supposed to take ******'s equipment with them. ************* sent out a new tech to install the missing motion sensor and stated he didn't know why the first tech neglected to do so. Once the *** equipment was installed I complained by phone that the equipment wasn't operating the way **** stated it would and that the door bell didn't ring in the house. **** stated that he would send out a tech to install a "ringing doorbell and correct the other problems. NOBODY EVER SHOWED!!! The Vivint account with ************* was never paid off - **** kept saying it would be soon. Multiple phone calls and texts have yielded NOTHING! Phone calls to ***************** supervisor, *******, yielded nothing and he wouldn't give me his supervisor's phone number (********). *** HAS NOT TRIED TO RESOLVE THIS PROBLEM AND WE NEVER GOT A COPY OF ANY CONTACT!ADDENDUM: On September 20, 2023..... For the first time I found out that the actual name of the initial contractor when they sent me an invoice in the amount of $2679.95...They are Impulse Alarm LLC, an alleged authorized dealer for ***. I feel that they knowingly purposely seeked to fraudenly take advantage of a senior couple by outright lying about what they would do!!!I'm seeking that they replace my Vivint equipment... remove any monetary charge and not adversely affect my credit score.

  Business Response

  Date: 08/13/2024

  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.
  
  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.
  
  We spoke to *************** on August 29, 2023 and informed her of this information. Prior to that, the ***resentative arranged a service with the technician and the customer agreed on a schedule.
  
  As for the contract, 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:08/31/2023

  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.

  Impulse Alarm misrepresented them selves By saying that they represented ADT. ADT refers every thing to Impulse when contacted. I had to go back to VIVANT because i had not been happy with services from Impulse Alarm. My costs from VIVANT now are $500.00 for a new panel and $200.00 for a new doorbell camera,the old ones could not be used because they were damaged . I would like to recoup those cost's and have their equipment picked up from my home. I also told their rep that if they charge me anything at all, we would settle it in a court of law. Thank you in advance.*************************** My address is ****************************************************************** phone # is ************ .

  Business Response

  Date: 09/06/2023

  Mr. *** **** was installed on June 21, 2023 at which point the customer switched from his
  previous service provider Vivint Smart Home, to ***. The customer switched because of the
  lower bill and additional features he would receive with ***. Its important to note that Mr. ***
  **** was not under contract with Vivint as he had their service for six years and was only in a
  5yr agreement.
  About five days after his installation, the customer complained that the door lock was not
  synced with the *** system and asked if that something we could provide. On June 28th,
  2023 I dispatched technician ***************, who determined that the door lock could not be
  synced with the *** system and needed to be replaced and its entirety. On July 2nd 2023, I
  approved a brand new door lock and it was installed on July 14th. The customer was not
  charged for the service or the hardware, I covered the cost fully to make sure the customer was
  satisfied.
  The customer then reached back on July 18, 2023 saying that his doorbell would not chime
  inside the home, I advise the customer at that point that unless he had a pre-existing hardwired
  doorbell that it would not ring inside the home only on the devices in which the *** app was
  installed. I advised him he could call an electrician if he would like them to wire a doorbell, but
  that is not something that we were able to do. He understood that it was the way that it was,
  and said that other than that he was very satisfied with the system and since then I have not
  heard from him for the past 6 weeks.
  I have included the receipt of payment to the technician for the service calls and the hardware.
  Id be happy to have the technician also provide a receipt of purchase from the **********
  for the door lock that was purchased

• Initial Complaint

  Date:08/16/2023

  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.

  ***************************, from a third-party seller Impulse Alarm LLC for ADT Home Security, came to my home and sold me an alarm system that started July 27, 2023. I have mixed information and would like to cancel this service. I am not comfortable with this setup at all. I contacted the company today and was told I only had 3 three days to cancel, which has now passed, which sounds unreasonable. I would not even know if the system works correctly within three days. The company, Inpulse is hard to contact as they do not answer their phone, which is another uncomfortable feeling. This company is unprofessional, and I am a senior citizen who feels scammed. Please cancel this service and come pick up the equipment. Thanks.

  Business Response

  Date: 08/18/2023

  Hi, the sales rep spoke to the customer and said everything is resolved. Thank you

  Customer Answer

  Date: 08/21/2023

   
  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:08/14/2023

  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.

  My husband, *************************, signed up when a door to door salesman stopped by our house. We were told we were able to try the system for free for 6 months and if we did not like it we could cancel. Our doorbell camera was not installed the day everything else was installed (and still hasnt been). Two weeks later our cameras stopped working due to changing our wifi password. We tried everything we could to get them up and running but had no luck. We tried calling about the doorbell install and a tech showed up at our door at 7pm on a Friday night, unannounced, no appointment was scheduled. At that point the sales **** ******* was now ignoring my husband so I reached out and told him I wanted the system uninstalled. He confirmed our cancellation would be processed, system would be uninstalled, and we would no longer be charged. 8 weeks later I am still trying to get our system uninstalled. Sales rep ignores me, customer service says theyll have a manager call but they never do. They are trying to play games when I have been very upfront about what I have wanted the entire time. We are still being billed for a system that was supposed to be free. I reached out via email and still have not received a response. I am beyond frustrated with this company and my families safety is at risk due to not having a system that works. *** even reached out to ADT and they are unable to help.

  Business Response

  Date: 08/16/2023

  Hi, we had a tech go by today for removal but the customer was not available. We will send them a email to get everything resolved. Thank you

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20467958
  
  I am rejecting this response because:
  
  

  Still working to get the issue resolved. System has been uninstalled. Trying to get in contact with ADT. Still waiting on refund as well.

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

  Business Response

  Date: 09/05/2023

  Everything is resolved. Thank you

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20467958
  
  I am rejecting this response because:
  
  

  cancellation still being processed, then have to wait for refund to process. 

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

  Customer Answer

  Date: 09/15/2023

  Per email ************************************

  our account has been canceled and a refund was issued through venmo. Business is asking to take down ****** view but I will be keeping it up to warn others of the situation we had gone through. 

• Initial Complaint

  Date:08/10/2023

  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.

  I started doing business with ***/Impulse Alarm in Sep2022. On 05Jun23 in the evening hours our car was burglarized in the driveway. The *** equipment did not record the details of the burglary. Video from neighbor across the street who uses a different security system captured the entire break-in. On 21Jun23, I decided to go with a different security company. On 26Jun23, I contacted *** to terminate the contract and pay the contractual balance. During that call I was told that Impulse Alarm would contact me within 48 hours because this is a third-party contract. I did not hear from Impulse Alarm, so I initiated contact via calling. After several attempts and no response to my phone calls. I sent a text message to the number provided in their voice recording. After back-and-forth texting, I asked for a call. A guy called me and then e-mailed me the cancellation cost/bill. I was informed about a 1k early termination fee. Please pay attention to all fees associated with my request to cancel service. I told him not to cancel the service and I will just pay the bill until the contract expires. He said let me get back to you. To date no one from Impulse Alarm has returned my call to confirm options or where we stand in business. I then contacted *** since Impulse Alarm represented themselves as "***" at the time of this contract. I last spoke with *** on 30Jun23 a 54-minute call explaining this situation. I was told that a manager would contact me by 8p PST same day to help me resolve this concern. To date I have not heard from Impulse Alarm or ***. This is of great concern because Impulse wants to charge an $1k early termination fee, and a $200 late fee if the bill is not paid by 28Jul23. *** or Impulse has confirmed my request to continue with *** and pay monthly until the contract expires to avoid an early termination fee for an ineffective service. Please help me resolve this matter. I am attaching phone, and text communication and final bill.

  Business Response

  Date: 08/10/2023

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  

  IMPULSE ALARM LLC

  4695 *******

  **********, **, 94566-5529

  Please transfer to the correct company.

  Business Response

  Date: 08/16/2023

  Hi, the cancel code was never removed thru ADT and the account has been cancelled out. The full invoice is now due. Thank you

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20277144
  
  I am rejecting this response because: I made relentless attempts to cancel this service through Impulse Alarm and ADT to avoid the $1000 cancellation fee.  That is why I provided the phone records.  Neither company called me back.  Both companies said they would review and call me back.  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/26/2024

  We have reached out to the customer for a settlement and are waiting to hear back

  Customer Answer

  Date: 03/02/2024

   
  Complaint: 20277144
  
  I am rejecting this response because: I have not heard from the company since I initiated this complaint. Their response on the 26th is false regarding contacting me for settlement. For something this important you would think they would send me something in the mail.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/10/2023

  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 15 a representative came to my home and advised that they work for Adt alarm company while he is employed with a third party that is a dealer for Adt. Offered a arrive to me being a first time homebuyer I asked what the requirements was he stated you keep the service for 13 months.I asked what happens if I am dissatisfied with the service before then he advised if its within the first 60 days and we cant fix the problem we will remove the equipment and you wont have any issues.within the first 30 days I have called Adt text the sales man and reached out to the company due the service not functioning when I called the company impulse that advised in needed to speak with my service person and he called me I told him service is not working he had his technician come out he replace the doorbell and it still wasnt working I advised more than once Im not paying for anything I cant use the technician came the next week and removed the equipment from my home tearing paint and walls up with no care then I contacted Adt who also called the company and was told no fee was going to be assessed. As well as I was told by not only the salesman but ******* in the office a few days later they went into my bank account without my permission and sent me a email saying I owe them almost ******** this is unacceptable and not none of the information I was given when I asked more than once to more Than 1 person.

  Business Response

  Date: 08/16/2023

  Hi, we have removed the alarm system so this should be closed out. Thank you

  Customer Answer

  Date: 09/09/2023

  I keep receiving payment due invoices from PayPal saying I owe funds. I have been told more than once by your rep I do t owe anything but I keep receiving them 

  Business Response

  Date: 09/25/2023

  This customer cancelled during the  three day right of recision, the customer has a zero balance with us. Thank you 

• Initial Complaint

  Date:07/22/2023

  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 called to cancel our services with this company and they charged us ******** to cancel. They sent a PayPal invoice and we attempted to pay but are unable to pay through PayPal. We do not have any restrictions on our accounts. We informed the representative that we were unable to pay on PayPal and he said there is no other way to pay and that if we dont pay it by 7/23/2023 he will add another 200 dollars to the amount. When asked if there is another way to pay this ridiculous amount he said no. Very poor customer service and is rude. Also we have no way of getting in touch with anyone else from this company. No managers and no corporate. I would like to simply pay the amount without a late fee as I have tried over and over to do so and cant. They did not mention a **** cancellation fee when we started their services. I am only able to get two different men on the phone anytime I call a number associated with impulse alarm. I believe they are scamming people.

  Business Response

  Date: 08/07/2023

  The customer has paid. All issues should be resolved. Thanks 

• Initial Complaint

  Date:06/06/2023

  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.

  I was sold an ADT alarm package by ADT. The salesman was persistent and I was told I have 6 months to try the system and if I didn't like it they would come uninstall for free and cancel the contract. 4 months in, we decided we did not need ADT for various reasons. The app did not integrate to ***** and it is buggy. I contacted ADT and they told me they did not install the equipment, an outside contracted company did and therefore they would not cancel the contract. These people showed up to my house wearing ADT shirts and had ADT badges but were not ADT. They were a different alarm company contracted through them and ADT will not do anything about it. All they did was transfer me to this company and hang up on me. They were not upfront and honest about their business practice and we were scammed to enter this contract with "ADT". I want this equipment out of my house.

  Business Response

  Date: 06/06/2023

  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: 06/23/2023

  We have reached out to the customer and are waiting on a response.

• Initial Complaint

  Date:05/08/2023

  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.

  I had a person who stated they represented adt come by after I closed on my home. I listened to the promises and allowed the new service. The install technician that came by was not the person who I received an email for. After I gave push back about not wanting to complete the survey because the person I was doing the survey on was it who did the install they kept badgering me while I was at work and calling my husband who was also in the service to ask if we were complete the survey with false information. There have been three occasions where the sensor has fallen down. I have asked me a text for them to remove this from my home as it is not working properly and at night the alarm will go off at 3:00 a.m. for no apparent reason or after we leave the house in the morning to go to work. They had someone by the name of ***** come by who use ************ to try and put it on my door. That failed as well this time it removed a big chunk of my door frame with it. He tried to come back again with more Gorilla Glue and got Gorilla Glue all over my back door handle and Gorilla Glue all over my front door handle upon his exit he was not able to get the sensor up and asked me to call adt. I have asked him multiple times to please remove this device from my system after 6 month guarantee has not been fulfilled. I am tired of going back and forth and just want someone to remove this from my house.

  Business Response

  Date: 05/17/2023

  Hi, we have reached out to the customer and are waiting on a call back. Thanks 

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20029651
  
  I am rejecting this response because: No one has contacted me or tried to contact me.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 06/05/2023

  Everything was resolved. Thank you

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20029651
  
  I am rejecting this response because: Everything is not resolved.  I spoke with **** on May 25th and advised him I didn't want to continue with the contract as I have stated verbally and in writing. He told me someone would come by to pickup the system but it's still here. Please provide and address that I can send legal documents and this system so this can indeed be resolved and we can move forward with court proceedings.  

  Legal on base has advised us of our options and we want to move forward with them as stated in our contract. 

  It is odd that after he called and begged me to be a customer and I started no he would reply it is resolved.  I have placed a stop payment on future automatic payments so please have this system removed from my premise. 

   

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

• Initial Complaint

  Date:04/21/2023

  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.

  Has been 2 months since I got the system and the installation has not been finish. I already paid por the first to months and I have a security system that doesnt work. I have been trying to contact the installation team but not answer from them. I cant even cancel my service because I pass the 30 days cancelation time.

  Business Response

  Date: 04/21/2023

  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: 04/24/2023

  We just tried calling the customer to get this scheduled, I also emailed the customer. Thanks