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:10/22/2024

  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 were having problems with false alarms for zones 4 and 5 for several years. We contacted the company to make an appointment. We specifically asked about if there would be any charges, including specifically asking about the service charge since we had changed nothing and out of nowhere we started having these problems. We were told there would be no charges unless it was determined that the problems were caused by us.We had problems with zone 4 starting before the pandemic. We paid the service charge for them to fix it back then. We started having problems again, and have been bypassing zone 4 since then.Several weeks ago we starting having the same problems with zone 5. After being awaken at 2 am, we contacted them to make an appointment to fix both zones. Last week someone came to do the work. ******* asked him if there would be any charges, including the service charge. He said there might be charges if he had to actually replace the sensors themselves or if it was determined we caused the problem. *** ***** this discussion. He mentioned that probably someone that didn't know what they were doing did the work on zone 4 and didn't complete everything he should have. He showed us where the problems were. He only needed to change the magnets on the sensors and said that there would be no charge. The problem was fixed for both zones. We haven't had any false alarms since then.We just received a bill for $75 for the service charge. ******* called trying to find out why we were being charged. He spoke with a man. I heard the dial tone and wondered what happened. He had threatened to put a lien on our house if we didn't pay before hanging up. Both of us have tried to call back, but they went to voicemail. ******* left a voicemail message. ******* was not cursing him out. There was no reason for him to hang up on someone and threatening to put a lien on our home just for trying to settle a dispute.

  Customer Answer

  Date: 10/25/2024

  We became a customer in 2014, almost ten years ago. We had an ADT system. We assumed that when the system was installed that all the contacts were checked. I mention this because when we spoke with the owner's son, who came to fix our problem a couple of weeks ago, we mentioned that someone came to fix the problem with zone 4 before the pandemic. We told him that the problem continued and we bypassed that zone since then. He stated that the problem was with how ADT had installed some of the magnets. At that point ADT should not be the issue as Green Country Security Systems should have checked all the contacts during the installation.

  Customer Answer

  Date: 11/14/2024

  ****** spoke with ***** this afternoon. We were able to come to a resolution. We will not be charged, which was our desired resolution. See attached file.
  
  The work we requested was done very well. We've had no more problems with false alarms.
  
  This issue is resolved to our satisfaction!