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Business Profile

Security System Monitors

Sonitrol
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Sonitrol's headquarters and its corporate-owned locations. To view all corporate locations, see

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Sonitrol has 2 locations, listed below.

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    • Sonitrol

      4455 Tile Dr North Charleston, SC 29405-8400

      BBB accredited business seal

    • Sonitrol

      1545 Burnette Dr Columbia, SC 29210-6935

      BBB accredited business seal

    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:07/18/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      Last year I received notice that Sonitrol was moving to a different type of service and I had to upgrade the service to a new type of cellular back up. I did not want to move but was told that they would no longer be able to provide service if I did not move. Both ******* ***** and ********* the technician ************ knew that my service was cancelled when the system was upgraded.

      About a month later, My battery died on the system, and I was notified by sonitrol that the battery was down via text. Someone showed up at my door, unannounced with a new battery and installed it. So I know that when Sonitrol sends a message to me, they are notified themselves of a problem.

      For the past 60 days, my system has not been able to set. Sonitrol kept notifying me that the system was not working via text about once every two weeks and I received four notices via text but there wasn't anything I could do about it as I was traveling. My parents who are in their 90's both got covid and I had to be with them until this week when they finally are back home.

      My office received a bill for 150 for renewal. I called and they said that I needed to provide 30 days notice of cancellation.

      The full service wasn't being provided any longer and they were previously notified that I was not going to upgrade to their new system which would cancel my contract.

      I don't think I should have to pay any additional fees on a service that has not been provided for months AND one I never agreed to adopt.

      Account XXXXXX
      service address *** *** ****** *********** SC XXXXX.

      Business Response

      Date: 08/02/2022

      Business Response /* (1000, 8, 2022/07/25) */
      Billed in error credit given to consumer.

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