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:10/23/2024

  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.

  On 10.23.2024, we received a collections notice from A&E *********************************************** Solutions. I called their billing department to inquire why we received a billing notice since we cancelled service with them back in 2021. This was a notice received out of the blue with NO previous communication (mail, email or phone) and the charges went back as far as Jan 2022. The lady I spoke with on the phone said that we didn't cancel service correctly (again have had no services rendered in this time period nor communication). I asked for the cancellation policy and received a brief - yet elaborate- yadda yadda version over the phone and requested it to be emailed to me so it can be officially done since it was complex and to avoid charges being re-extorted at a later date. I also went through the "contact us" portal on their website requesting a copy of their cancellation policy and have not received one. It is not listed anywhere on their website nor their invoice. From my stance, after never receiving an invoice or phone call in 2 years from this company and have had no service from them, this feels like a scam and I would at least appreciate the cancellation policy so I can protect our business from future bogus charges.

  Business Response

  Date: 10/23/2024

  Im confused.

   

  This client was under a contract of time and terms they choose.  They get bills every month.  They get statements every month.

   

  When this client claims they cancelled long ago, and we ask them to show us the evidence of notice to us to honor that point, they claim they have nothing to show us.  The courts do not allow us to arbitrarily modify contracts.  So our hands our legally tied to comply with the terms of the agreement.

   

  I am more than happy to help this client, but they have to be willing to help us, help them.

   

  Feel free to reach out to me at ************ or ****************************************************************

   

   

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22464970
  
  I am rejecting this response because: We have not been receiving invoices. And all I am asking for is guidelines to a cancelation policy which I still don't seem to be receiving. 
  
  Sincerely,
  
  Kegan U

  Business Response

  Date: 11/05/2024

  We know you have been receiving copies of your invoices and statements, as you mentioned in a recent call with our accounting department of receipt of such.  If you want us to re-email copies of your invoices and agreement we are thrilled to do so.

   

  Please provide a good email address and I will make that happen.

   

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22464970
  
  I am rejecting this response because:

  The only invoice that we have received since I have been here (almost a year) is the current statement - which provoked the said call - and that had two years of unreceived invoices listed on it. 

  And again, I am asking for the cancelation policy, so I can make sure that services are cancelled for good this time and not back issued two years down the road again.
  
  Sincerely,
  
  Kegan U

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22464970
  
  

  Hello ******,

   

  I wanted to provide an update regarding our situation. After discussing the matter with my supervisor, we have decided to pay the invoice in order to uphold the verbal agreement made during our phone conversation in late October. Following this, we have also included a formal Termination of Service letter to ensure clarity moving forward.

   

  Unfortunately, we did not receive the cancellation policy that was referenced during our October communication, despite multiple attempts to obtain it. We trust that our actions will serve as sufficient notice to avoid any future misunderstandings or unexpected billing related to terminated services.

   

  Thank you for your assistance, and I hope you have a wonderful holiday week!

   

  Cheers, 

   

  ***** ***** 

  Business Response

  Date: 11/25/2024

  I am at a loss on what to tell you.

   

  We send out ******** every month.  We send out statements every month.  If your addresses has not changed, then you have been receiving those statements and billing every month.

   

  If you look at the attached sample monitoring agreement, you will see the paragraph on how you affect cancellation for your protection. (Paragraph 13).

   

• Initial Complaint

  Date:08/28/2022

  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.

  On August 10th, 2022 we had an employee from A&E security named ********************* come to our house with an estimate/proposal for an alarm system. **** went of the pricing with us and after he was done, told us he needed some sort of a deposit. No where on the estimate or proposal did it ask for a deposit. My wife signed the proposal and we gave **** a $500 deposit. On August 17th, 2022 at about 10:45am I reached out to **** and asked what the next step for the alarm was. I did not get a response from **** until 8/18/22 at about 4:30pm. **** told me he needed to finsh some things up with my wife. I replied to **** 2 hours later telling him my wife and I changed our minds and did not want to proceed with this alarm. My wife and I had other financial obligations we wanted to take care of. I told ********** would like my $500 deposit back. I explained this to **** multiple times and did not get a response until I threatened legal action. **** told me I needed to talk to *************************. I went into A&E Security and met with *************************. **** told me that signing the proposal/estimate gives them authorization to pull parts needed for the job. **** also told me he is in the business to make money and he does not like to do refunds. I told **** after looking through the proposal/estimate multiple times, no where in it does it say there is a non refundable deposit required. **** agreed and said this should have been explained. I told **** this was never explained to us. The proposal/estimate is the only document my wife signed for this job. **** told me they charge a 25% restocking fee. Again none of this is listed on the proposal document that my wife signed. My wife and I just want the $500 deposit that we gave to A&E Security back.