Complaints

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

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  BP Alarm, LLC

  2040 E Murray Holladay Rd Ste 117 Salt Lake City, UT 84117

• 

  BP Alarm, LLC

  2040 E Murray Holladay Rd # 117 Salt Lake City, UT 84117

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:09/05/2023

  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.

  BP Alarm Company engaged in predatory misleading business practices to trap ** into a contract extension. We requested to cancel multiple times with the response of having to wait until our contract was up. They stated "If you want to cancel at the end of your agreement, please reach out to our cancellation department no later than 30 days prior to July 14th, 2023, you will need to get the necessary information to us. If that is done your last billed month would be August of 2023." Nothing being mentioned about an auto 1 year renewal nor giving us a copy of our contract once we updated it in 2018. They sent us a screen shot of it after charging us $2 for it. A screen shot that is so blurry you can't read anything noted. I call after being notified we can't cancel and the lady that handles these requests laughs when I requested to speak to her manager stating she is the only one I get to deal with and that *******************, the owner won't accept my call and she won't provide his contact information.

  Business Response

  Date: 09/06/2023

  Hello ******,

  The contract you state is blurry was sent to you in December of 2022, give you ample time to reach out to our team to let them know you could not read the information on the contract. In the email we did state "if you want to cancel at the end of your agreement please reach out to our cancellation department no later than 30 days prior to July 14th 2023". Nobody reached out to us to obtain information to cancel your service until we received your notice dated August 24th 2023.  A pink copy of every contract is left at the residence of our customers at the end of each service.

  As a company we are unable to know when you cannot read a contract on your end that is legible on our system, and didn't receive notification that you could not read the contract. You did not provide us the chance to fix the issue, until it was past your automatic renewal period.

  At this time, we have attached a copy of the signed agreement via PDF so that you may read what you signed on July 16th 2016.

   

  Thank you

• Initial Complaint

  Date:02/26/2023

  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.

  BP Alarm Company engaged in predatory misleading business practices to trap us into a contract for services we did not intend to purchase and were not able to use. Nov, 21 Brinks Home Security sold our home security contract to BP Alarm. An appointment was scheduled to update equipment. We felt we didnt have a choice. The technician was rushed and uncommunicative. He finished work and told us we needed to sign that the work was complete. We signed the form but were not given a copy nor given time to read the document. At this point, we wouldnt have considered a long-term commitment with any company. We are both 90 years old and we about to sell and move closer to family.Our move was completed by *****. We sent a cancelation notice to Brinks (forgetting that the contract had changed).BP Alarm continued to withdraw until our accounts were closed in Dec 22. When they contacted us, we were advised to send a letter of cancelation within a week. After reading our note, they say we still owe for the balance of the contract. BP Alarm now says the paperwork we signed when the equipment was upgraded was actually a five-year contract with no right of recission after the first 3 days. They state their policy is to explain this prior to any equipment upgrades. We did not hear this before. They state that they always leave a copy of the contract. We were not given one.If we had read the document, we would not have signed. If we had a copy of the contract, we would have cancelled within 3 days. We asked for and received a copy of the contract, but it is only one page of a 2-page contract. We assume their three questions regarding this being a five-year contract must be on page 2. We are on a fixed income and do not have resources to pay for services we will never be able to receive. It is disappointing to have been taken in by such a disreputable business.

  Business Response

  Date: 04/01/2023

  Hello. We have come to a mutual agreement with the customer and the account has been closed.

  Customer Answer

  Date: 04/02/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/04/2023

  Type:Service or Repair 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.

  8/10/21 I renewed my contract with BP Alarm, cost of $38/mo. At the time, I told the tech that I would be moving in a year, so I only wanted to renew for 1 year. He said no problem. So I signed the contract. In Aug 2022 when I sold the house where the system was located, I called ** to let them know. They said they would put the acct on hold for 5 mos. while I looked for a new place. They started automatic billing, w/o any notification to me, again in Nov, even though I didn't have a place and no system existed. This was on an old bank acct, so I didn't notice right away.I called today (1/4/23) to cancel, as I don't need a ** system in my new place - it already has a system built in. They told me that I had signed a *************************************************************** a lump sum if I cancel, or I can continue paying $38 a month until Aug 2026.This is NOT what I was told when I renewed the service, although I can see it is on my copy of the contract. I feel like I was tricked, as the tech wasn't honest with me when he said the renewal was for one year.Even though it isn't needed, I asked to get the system set up at my new place, to finish out my contract. I was told that doing so requires me to sign a NEW 60 month contract, plus pay a $249 installation fee, even though the tech had told me I could transfer the service to my new place if I wanted to, or cancel it, either way. HE NEVER MENTIONED THAT I WOULD HAVE TO MAKE ANY ADDITIONAL PAYMENTS!!! I am in housing for limited income individuals, and even $38 a month makes a huge difference. I do not feel that the tech was honest, and I feel I was treated dishonestly and tricked. My preferred resolution would be simply to cancel the service with no payments needed, but if that can't be done, then at least come set it up at my new place for no additional fee, AS I WAS PROMISED.Thank you for your help in this matter.

  Business Response

  Date: 01/20/2023

  ****** signed a new 60 month agreement on 8/10/2021, in our agreement it does not state that if she moves the contract will be voided. On the contract that she signed it clearly states the number of months on the agreement and the monthly charge. When ****** initially called to state that she was moving we advised ****** that we could delay payment for 2 month and could set up a system at her new home if she agreed to a new 60 month agreement and would have to pay any new equipment charges ($249) that were incurred by not taking her equipment with her.  The below note is from the agent who spoke with ****** in August 2022 after she moved. 

  8/31/22
  She moved to **********, she is in the middle of buying a house and agreed to do a system move with a renewal in the ********** area, I told her we could delay the payments for 2 months as long as she agrees to the renewal of 60 months and any new equipment fees R.S. 

   

  At this time, if the equipment where ****** currently resides is compatible with our systems we can send a technician to her home to transfer the service to BP Alarm with a new 60 month agreement, and waive the $249 for new equipment charges. We cannot waive the $99 fee for activation of the alarm system at the new home.

• Initial Complaint

  Date:09/01/2022

  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.

  I have been trying to cancel my monitoring service for months. I have called several times starting in June 2022 always talking to a **** or ***. He tells me I can't cancel my service because of small print stating after our 5 years it will automatically renew for a year. I asked to speak to his supervisor was told he would call back in 24 hrs, never called back. I sent a cancellation request on the Website -no response.On August 14th he told me to send in a signed letter of cancellation, gave me all the information I needed to cancel. I never received confirmation of my email. on August 26, the monthly fee was taken out of my account. I called again on 8/31 spoke to ****/*** again. He told me they got my letter and it was scheduled to be cancelled, when I asked when it would take effect he said May 2023. My letter stated I wanted it cancelled immediately. Again I asked to speak to his Supervisor, again was told he would call me back. Called again today got ****/*** again. Told him I was never contacted. He said all he could do was send a message to the supervisor to call me back. I asked who was above the supervisor he said he didn't know. I asked for the owner's name and he wouldn't tell me. I told him I felt I am getting the run around and would file a complaint with BBB.

  Business Response

  Date: 09/12/2022

  This customer called to cancel their service and we gave them the information that they needed in order to submit a letter of cancellation. This phone call was in May.  Unfortunately, they did not send in their letter of cancellation as outlined in their contract. We did not receive a letter of cancellation from them until after their renewal date, which was explained to them multiple times. Per their contract we processed their letter of cancellation and they will be cancelled at the earliest contractual date possible.