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:08/16/2023

  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.

  This merchant was contacted on 8/10/2023. I asked to cancel service, because they dont offer services I need for security. They told me to call back the next day after their technical told me he wasnt coming to the schedules appointment time that following Tuesday. So I called again that day to cancel service, and was told the guy who cancels ******** was not in on Tuesday and I would have to call in on Wednesday. I called and was told to be put on hold, after 10 mins I called against from a different number and the same guy picked up saying he would call me back in 5 mins. 30 mins later Im here posting this complaint. Since the start of my cancelation request, which was almost a week ago, I still havent gotten resolution. I started my service on Month to Month so there shouldnt be any additional fees needed to be charged on my end since I own the equipment.

  Customer Answer

  Date: 08/17/2023

  Ive called Great Western Security over 50 times yesterday and the day before.  They said they would send me an email of how to process a cancellation and any balances due.  They never sent that over email as they discussed.  They refuse to let a customer go due to lack of their own professionalism and respect for people.  

  

  Business Response

  Date: 09/07/2023

  The customer signed a one-year agreement with an automatic renewal in one-year increments.  
  
  We provided a copy of his signed agreement to the customer, and he canceled the service and paid off the remainder of the agreement.  
  
  It's unfortunate that it had to come to this.  My manager who is trusted to handle these issues is averse to conflict.  I was able to resolve this with ******* the following day.   
  
  We have been in business for over two decades and this is our first complaint to the BBB.  I believe in conducting business with integrity and treating our customers fairly.
  
  Best,
  
  Troy