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:03/18/2025

  Type:Customer Service 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.

  Obtained a security system through this 3rd party. It was not disclosed that I was out in a contract and what the cancellation fee would be. I called several times last week and the phone rang and rang. Sent an email that was on the contract with no response. Ended up calling the monitoring company who then Transferred me to the 3rd party Synergy again. Yet again, no one answered and I waited for a voicemail. Left a voicemail. A couple hours later someone called and asked me various questions on why I wanted to cancel. Explained I found a cheaper and better service elsewhere. I was told by the rep ****** to call back to the main office. I told him why would I do that when Ive done that several times with no answer. I received another call from an ****** who threatened to send me to collections of if I did not pay this so called cancellation fee. I told him I wasnt paying a dime because his **** did not provide the proper information. He got very condescending and I ask to cancel my services and for an email confirm to which I was told no. I want my services canceled and a confirmation email sent. I will Not be doing business with a corrupt company as synergy.

  Business Response

  Date: 03/19/2025

  This customer received a standard home ********************** installation with the addition of one camera and one automated thermostat on 25th June, 2024.  By all accounts the initial installation occurred without incident. 

  Prior to the physical installation of the equipment the customer signed a 60 month legally binding agreement of their own volition in the amount of $59.99 per month.  Contrary to the customer's assertion that "It was not disclosed" that she was in a contract, the terms and conditions of the agreement could not possibly be clearer.  Far from being buried in the fine print, they are presented clearly and concisely to customer on the first page of the agreement directly above the very first signature line.  Also listed here on the very front is the expectation, coinciding with Nevada case law, that the customer read the agreement in its entirety, to ensure acceptance of all agreement provisions.  

  Obviously, it goes without saying that the customer is free to choose or change their service provider at any time and at their discretion.  However, to protect the Company from harm and loss the disconnection and cancellation provision clearly states that: "If Customer breaches this Agreement during its Initial Term or any Renewal Term, Customer will also pay an amount equal to eighty (80%) percent of the
  remaining payments owed during the Initial Term or any Renewal Term and any related levies, court costs, collection costs, and attorney fees."

  The facts remain that first, Company was never and is not now in any breach of contract.  Every single piece of equipment promised to customer was provided and installed professionally and every single service feature promised to customer was made available promptly and worked exactly as promised.  Second, if the customer wishes to terminate services prematurely that is certainly her prerogative however the agreement remails valid and enforceable and will be treated by Company as such.

  Unfortunately, when a member of management attempted to relay these facts and the position of Company to customer, she became extremely belligerent and used profanity extensively thus making any further discussion impossible.  Rather than see this account go to an outside collections agency for default, the Company is still willing to negotiate a settlement offer if one is presented in good faith.  

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23078734
  
  I am rejecting this response because: this information is not accurate. I was not informed that I was in a contract in anyway shape or form. The company clearly stated in our phone conversation that it is on the first page of the contract which it is not. If their **** had initially explained the customer is in a contract for that long I would have declined the services. The company has also refused my request to cancel services. As stated before I would like my services canceled with an email confirmation. I have no problem paying the cancellation fee but not at the 5yr term. I would be happy to pay at the 3yr term even though your **** did not explain I was in a contract. Your **** misrepresented your company and your policy. The so called owner was also very condescending when I tried to explain to him the situation. 
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 03/24/2025

  As the customer responded with a good faith offer the Company is willing to settle this matter at a reduced/discounted rate.  The customer made a reasonable offer for the 3 year cancellation level (which would come to $1,295.78), however this amount would still put Synergy at a financial loss for the account.  Rather than insist on the contractually due amount of $2,447.59 the Company would be willing to settle for an exact break-even amount of $1,495.00 in an ******* attempt to resolve this complaint (a savings of $951.81 for the customer).  Please let us know if this is acceptable to you and we will ask how you wish for the payment to be applied.  

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23078734
  
  I am rejecting this response because: I am willing to pay $1,395.00 but it would have to be broken into two payments of ****** paid at the 1st of the month. 1st payment April 1 and final payment May 1. If you agree I am requesting services to be canceled immediately and written confirmation sent to my email to include preferred payment options. 
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 03/24/2025

  Although it puts Company at a slight loss we are willing to accept the offer made by customer.  To reiterate it would be a total amount of $1,395.00 broken into two (2) payments of $697.50 each.  The first payment to be taken 1st April, 2025 and the second and final payment to be taken 1st May, 2025.  As this was the customer's offer we are sure that customer will acknowledge this complaint as resolved to the BBB.  A confirmation of cancellation and written specification of these terms will be sent today to ********************************. The final dissolution notice stating in writing that the customer has been released from any and all contractual obligations will be sent over on 1st May, 2025 when the final payment has been received.  Do you wish to use the Visa card on file ending in 1078 or do you have another card you would prefer to use (please note it must be a card, we cannot deduct directly from any checking accounts)?

• Initial Complaint

  Date:04/15/2024

  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.

  holy toledo I called to cancel and got ******* who did nothing but talk over me interrupt me, hang up on me and I never raised my voice, swore, nothing. So incredibly disrespectful. On top of that they came out and tried to hustle me into a long-term contract I didn't need. She refused to send me an email and aslo refused to give it to me over the phone. I asked for a cancelation confim # she said they dont do that so I said send me an email and I'l reply back and she said she couldn't do that. so out of control. Don't do business with these subcontractors they are all dirty...just wanted to cancel but no they have to make it difficult and try and get by the 3 day to recind

  Business Response

  Date: 04/15/2024

  This customer had a new ********************** system package installed on Saturday 04/06/24, by all accounts the initial installation occurred without incident. In addition to the installation of new components the Technician spent a significant amount of additional time and effort programming the customer's existing Ring devices. When the customer contacted our offices to initiate cancellation of their services they were unfortunately, and contrary to their rendition of events, extremely rude and belligerent without any provocation whatsoever. The customer was sent an email in order for them to submit a formal written request for cancellation and an appointment was promptly set to remove the installed system components from the residence and complete the penalty free cancellation, no money was even requested to complete this process despite the significant amount of time spent at this location. Synergy Security remains committed, as always, to customer satisfaction however the customer's rendition of events here is not only inaccurate it is simply false on its face.

  The customer has already been allowed to cancel without penalty thus negating the entire purpose of this complaint.