Complaints

This profile includes complaints for Mountain Alarm's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Mountain Alarm has 18 locations, listed below.

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• 

  Mountain Alarm

  4155 Harrison Blvd Ogden, UT 84403-2463

  
• 

  Mountain Alarm

  PO Box 12487 Ogden, UT 84412-2487

  
• 

  Mountain Alarm

  50 Snider Way Sparks, NV 89431-6308

  
• 

  Mountain Alarm

  428 W Yellowstone Ave Cody, WY 82414

• 

  Mountain Alarm Fire & Security

  1307 N 39th St Ste 101 Nampa, ID 83687

  

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:11/16/2023

  Type:Billing 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.

  *** ********, Inc
  Contract was signed with BSafe Security on June 10, 2013 with auto renewal indefinitely. Written notice was given to cancel. Discussions back and forth that we still have to pay the remainder of the year, we disputed that that was legal. More emails than nothing. Than I receive a new invoice from Mountain Alarm for 2 years worth of monitoring, we have not received any service and everything has been disconnected. I called to find out what that was about, we do not have a contract nor ever called to discuss. Shantel M******* sent me the buyout letter on September 15, 2023 and check was written on October 2nd and cashed.
  I also received a Demand letter from PYE BARKER Fire Safety and spoke to Stephaine on August 14, 2023, she was suppose to send a cancellation letter and never did. I am not sure how many names they go by.
  
  Now I am in collections with Cedars Business Services for a full 2 years.

  

  Business Response

  Date: 11/29/2023

  ********, we apologize for the confusion.  This was an error on our part.  We have removed you from a Collections status. 

  Customer Answer

  Date: 11/29/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I need a letter from their collection agency, Cedars Business Services, stating that this was a mistake and was not put on *** ******** credit report or that it was removed. 
  
  
  
  Sincerely,
  
  
  
  ******** ********

  

  Business Response

  Date: 12/01/2023

  We've requested a letter of confirmation from Cedar.  We will forward that onto you as soon as we receive it.  Thank you for your patience and understanding.

  Customer Answer

  Date: 12/11/2023

  
  
  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.  I reserve the right to re-open the case if it shows up on our credit report or BBB file and would seek payment for fees associated with getting the reports.  Letter only states that the file is closed not how it will affect the company.
  
  
  
  Sincerely,
  
  
  
  ******** ********

  *** ********* ***

• Initial Complaint

  Date:11/14/2023

  Type:Product 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.

  On November 6th my wife and I ordered $1,500 of new security equipment from Link Interactive. We were not asked if we wanted the delivery to require a signature but we assumed that such an expensive box of electronic equipment would not be left outside to be stolen or damaged. The package was delivered when we were out of town. Since Link Interactive had not asked for a signature to be required the box was left outside in the rain. The box was completely drenched all the way through. Every box inside was drenched and all of the electronic equipment inside the boxes was drenched. Instead of replacing the items Link Interactive wants us to troubleshoot there equipment for them. They are refusing to replace these defective items despite being told they were all drenched in water.

  

  Business Response

  Date: 11/16/2023

  Thank-you
  for sending us the additional information for this package that was needed
  for the replacement. This is on its way to you with signature required. 
  Once you receive them we are happy to help you with the DIY installation over
  phone email or text messaging.  We appreciate your feedback and assistance
  with this matter please let us know if you have any questions on your
  installation. 

  Customer Answer

  Date: 11/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Link Interactive did send us replacement components for everything that was damaged however, they submitted a claim to UPS for the damage to the box.  It is our understanding that the box was left without a signature because Link Interactive failed to require a signature prior to delivery.  The box was left because UPS was not given direction to require a signature.  UPS is now contacting us via email and phone to try to process a claim we did not submit?  Why is Link Interactive submitting a claim on our behalf?  Link Interactive paid for delivery and is a party to the complaint, if they have a complaint they can submit that claim themselves.  Why are they submitting a claim on our behalf?
  
  
  
  Sincerely,
  
  
  
  ******* ****

  

  Business Response

  Date: 11/20/2023

  The claim to UPS is on our behalf
  not yours. We’re not sure why UPS is reaching out, and requested they reach out
  to us for any additional information. The reason we file claims is because we
  are losing money through that damaged equipment as well. We were unaware of a
  gate that would stop UPS from delivering to your front porch, generally when a
  gate is present, they will mark the address as inaccessible. Again, we
  apologize for the inconvenience this caused you.

  Customer Answer

  Date: 11/21/2023

  
  
  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 based on the description of their claim.  As explained to Link Interactive, it would not have mattered what UPS did if  a signature was required.  The box should not have been left without a signature.  Please understand this, a signature must be required when leaving $1500 worth of electronics anywhere.  Theft is on the rise and is already bad.  If Link Interactive had required a signature be recieved prior to drop off we would have come home and discovered a pink card stating we had a box to pick up at the office.  This is not new nor is it complex to understand.  
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:06/14/2023

  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.

  I entered into an agreement with this alarm company over 36 months ago, our agreement was to be 36 month long now its 40 months later and they want me to sign a Request to cancel Monitoring service and pay a agreement buyout of $30.99 , this does not seem legal, please help me resolve this , and I did start the request over 30 day ago, they just recently sent this termination agreement, any help greatly appreciated .

  

  Business Response

  Date: 06/26/2023

  I hope this message finds you well today. As we previously discussed regarding your cancellation request on June 10th, I wanted to remind you that our policy requires a 30-day notice for cancellation to ensure that there are no shortages in service. Although we offered to waive this policy for you, you declined the offer.
  
  However, I am pleased to inform you that we have decided to waive the charge anyway for your convenience. I apologize for any inconvenience this may have caused and we want to ensure that our customers are satisfied with our services despite any changes or cancellations.

• Initial Complaint

  Date:04/27/2023

  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.

  According to my records, I've been billed by link interactive (Mountain FPS/4TE alarm services) for a number of years. I contacted customer ********************** since I don't use their alarm monitoring service and they informed me that I had contacted them in Feb. 2020 to cancel the service. They also stated that I needed to DocuSign a cancellation request form in order to finalize the cancellation. I do not remember being aware of this requirement and I have checked my records and received no email instructing me to do so. They continued to bill me for years while I was not using the service, continuing to change the name of the billing organization. Not only did they not cancel the service, but they raised the rate being charged to my credit card from ***** in 2019, to ***** in 2020, and ***** in 2021. I contacted them again to cancel and, again, have not received the DocuSign form they state is required to cancel. I am requesting a refund for the full amount billed after Feb, 2020, or date on record to request cancellation. As of this date, they continue to bill me every month.

  

  Business Response

  Date: 04/28/2023

  We appreciate you reaching out about your account cancelation and have received your signed document that was sent after our conversation with you yesterday. Thank-you for watching for that and getting it back to us.  We have reviewed your cancellation claim form Feb 2021, and do see the sent document, reminders to sign and additional notices that were sent from us to the same email used yesterday.  We take security very seriously and never want to cancel service without a signature as it leaves properties unprotected if closed before the owner is ready.  The cancelation is being processed now that we have everything signed. 

• Initial Complaint

  Date:07/18/2022

  Type:Order 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 signed a security alarm contract when we bought the house in 2007 with a company called Security plus. The contract states in the first paragraph that is only between us, the subscriber, and Security plus. Also in the last paragraph (15), it reiterates that, the entire agreement is between us and the dealer written in the contract. Years later, the services got transferred to Bsafe. They never had us sign a contract with them. We had paid yearly for 14 years then in January 2021, when we’d received the new bill for the year - we called and emailed several times that we no longer needed their services and we wanted to cancel the account. However, they refuse to cancel our account and they keep billing us for services we had canceled. They keep telling us that there is a 3 year auto renewal, however we never signed a contract with Bsafe.

  

  Business Response

  Date: 07/19/2022

  Mr. ******,
  
  Our credit manager has reviewed your account and found
  that there was indeed an erroneous charge of $678.64 for your final
  invoice.  The correct amount owed is $346.51, which has been fixed on your
  account and a refund will be issued to your mailing address on
  file.   In reference to the contract, please refer to these below
  sections in your agreement, which allows the agreement to be assignable –
  
  Paragraph 1: The renewal terms are for successive 3 year
  periods and they are required to provide Security Plus (assigned to B Safe) 90
  days written notice. In other words, they were required to send written request
  not to renew on or before 10/31/2019. We received their written request on
  1/6/2021. The customer was advised that they were in the middle of their contract
  term, which end on 1/31/2022 and would be responsible for that remaining time
  in order to cancel.
  
  Paragraph 12: references assignment rights, as was
  pointed out to the customer at the time of cancellation.
  
  Should you have any additional questions, please feel
  free to reach out to us to discuss.
  

  Customer Answer

  Date: 07/19/2022

  
  
  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. Thank you for reviewing the error and I’ll be waiting for for my refund. 
  
  
  
  Sincerely,
  
  ****** ***********