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:09/13/2024

  Type:Product 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.

  LVD Concepts failed to properly install a security system. This has required me to make numerous requests & the system still does not fully work. With each request, technicians completed one task but did not anticipate subsequent problems & necessary work, which require me to make additional requests. For example, initially they said the doorbell could run on batteries. While possible, this was unfeasible due to high levels of foot traffic within 15 feet that quickly depleted the power requiring frequent recharging & making it inoperable when I am away. They did not anticipate that the wire they provided to connect the doorbell to the receptacle that I installed at their direction would not allow the doorbell to be mounted. Product information they provided for a transformer was incorrect.They installed smoke detectors below at non-standard heights making them ineffective. Smoke detector batteries ran out of power; batteries are nonstandard so replacement is problematic & expensive. The relationship between **************************** is not clear; LVD's recorded phone greeting identifies the company as ***. Identifying & contacting the responsible company is time consuming. There is no email address for communication. Communication is restricted to mail (slow & time-consuming) or phone (ineffective due to conversations with different individuals & no record). Each company refers me to the other for resolution. Due to the unclear ******************* of communication between companies and individuals, communication is time consuming & ineffective. 5:14 PM, Wed, Sep ***************************************** within ***** hours. No one called back by 5:15 PM, Fri, Sep 13; I left a message for LVD Concepts & spoke with ADT. Neither has called back. It is unreasonable to hold me to a contract for services that neither LVD Concepts nor *** is able to provide despite my best efforts as a consumer to bring these to their attention & provide sufficient time to resolve.

  Business Response

  Date: 09/19/2024

  To Whom It May Concern:

  To follow up on the case filed by this customer. Reviewing this account, we see we installed this customer with new service on 02/10/24. During the installation we provided all equipment except a smoke detector that the tech did not have in his inventory. The technician noted that the customers doorbell wiring was not sufficient to be hardwired to prevent the customer from charging the camera. The customer stated he wanted to get the doorbell wiring fixed so he would not need to charge the camera due to the camera being in a high traffic area as well as not having Wi-Fi installed to connect the camera. The technician notified the customer to contact us once the wiring was repaired and we will connect the camera as well as provide the owed smoke detector at that time. The customer did not contact our office until 07/13 to request the camera to be connected and provide the owed device. We scheduled the service call for 07/23/24 to return to hardwire the camera, connect the device to Wi-Fi and provide the smoke detector. The service call was completed. The technician notated that the customer wanted one of the smokes detectors installed on the 3 floor but when attempting to accommodate the technician's ladder would not reach due to the height requested. The customer called back on 09/11/24 to request to cancel the services. We notified the customer that if he wished to cancel, we would ask for the early termination charge of 75% of the remaining balance on contract. The customer was upset due to corporate not scheduling a service call and being outside of our 90 days service window and unable to assist. We notified the customer he would need to contact the corporate office for further service call. The customer requested the early termination charge quote and have provided him an invoice for the early termination charges. We have provided and installed all of the equipment owed to the customer. If the customer would like to cancel the services, we would ask for the early termination charges be paid to cancel the services.

   

  All the best,

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22284285
  
  I am rejecting this response because the response is incorrect. It also overlooks significant points. 

  Doorbell camera - The doorbell camera was never changed; the doorbell camera is the one that was originally provided. I never expressed an interest in changing it. I only expressed an interest in having it hardwire. Despite communicating this objective and having wiring installed in two different forms (an electric receptacle and later, a transformer) and requesting follow up service calls, the doorbell camera still does not work. 

  Smoke detector - A smoke detector was provided at the time of installation; however, the technician did not have a ladder to install it at a proper distance below the ceiling where it would detect smoke. Despite heights specified in product information and building codes, the technician left it on the railing of the staircase. Not having a ladder is an insufficient reason to leave the smoke detector uninstalled. 

  Cancellation - As I explained in my original request ti BBB, my attempts to cancel the service have taken several hours of phone calls due to the lack of transparency between ADT and LVD Concepts. Requests for return calls have not been honored by ADT or LVD Concepts. 

  Products / Services - Products were provided; however, they were not installed correctly. The camera doorbell does not work. The smoke detector was not installed in a standard location to ensure safety. The fact that they were delivered and installed is a moot point because I was not only purchasing the products, I was contracting for their installation and proper operation so that the systems could be monitored.

  Customer upset - I am not "upset" as the business statement says that I am. I am inconvenienced by the lack of effectiveness and efficiency of the original installation and subsequent service calls and the amount of time required on my part to contact and communication with ADT and LVD Concepts to follow up and explain things that are within their area of expertise and responsibility. Most important, I am inconvenienced by the absence of a functioning security system and the need for me to obtain interim measures for safety and security. 

  Record of events - The incorrect record of events in the account provided by the business demonstrates a significantly different understanding of the issue. This encourages me to question whether different individuals within the business at each stage of the process are reporting individual experiences that are being reported by a separate person.     

  I agreed to terms with ADT and LVD Concepts for them to provide both products and services. Their claim that providing the products fulfills their obligations is an insufficient argument. Their response also does not address the value of my time and the level of inconvenience caused by their failure to fulfill the terms of our agreement. As a business providing products and services, this is critical. 

  Based on my experience with ADT and LVD Concepts, their response to my request to cancel service, and their response to my complaint, it is evident that they do not understand my viewpoint and values as a customer. Most important, it demonstrates that I am unable to trust them to to effectively install and monitor the security systems for my home. 

  The products that they provided are ready for collection at their convenience. 

  Sincerely,

  **** **** 

  Business Response

  Date: 10/04/2024

  To Whom It May Concern:
  
  To follow up on the case filed by this customer. Reviewing this account, we see we installed this customer with new service on 02/10/24. During the installation we provided all equipment except a smoke detector that the tech did not have in his inventory. The technician noted that the customers doorbell wiring was not sufficient to be hardwired to prevent the customer from charging the camera. The customer stated he wanted to get the doorbell wiring fixed so he would not need to charge the camera due to the camera being in a high traffic area as well as not having Wi-Fi installed to connect the camera. The technician notified the customer to contact us once the wiring was repaired and we will connect the camera as well as provide the owed smoke detector at that time. The customer did not contact our office until 07/13 to request the camera to be connected and provide the owed device. We scheduled the service call for 07/23/24 to return to hardwire the camera, connect the device to Wi-Fi and provide the smoke detector. The service call was completed. The technician notated that the customer wanted one of the smokes detectors installed on the 3 floor but when attempting to accommodate the technician's ladder would not reach due to the height requested. The customer called back on 09/11/24 to request to cancel the services. We notified the customer that if he wished to cancel, we would ask for the early termination charge of 75% of the remaining balance on contract. The customer was upset due to corporate not scheduling a service call and being outside of our 90 days service window and unable to assist. We notified the customer he would need to contact the corporate office for further service call. The customer requested the early termination charge quote and have provided him an invoice for the early termination charges. We have provided and installed all of the equipment owed to the customer. If the customer would like to cancel the services, we would ask for the early termination charges be paid to cancel the services.
  
  
  
  All the best,

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22284285
  
  I am rejecting this response because:

  The business restates incorrect and inacurate information that they have already stated and that I have already responded to; specifically their statement about all items provided except smoke detector (incorrect) and the statement that the camera doorbell was changed (incorrect). There are other statements that I have made that they have not responded to. 

  The business's refusal to respond to statements in my message with proof to support their position or with new information to support their response to my statements demonstrates either an inability or an outright refusal to engage in a productive and effective conversation. Their decision not to respond to other statements is curious considering their confidence in providing incorrect information in response to other points in my message.

  Regardless of their response, I have not had reliable security or smoke detector service since installation and presently I have no service from them. As a result, I have had to obtain other equipment and service. 

  I question the value of continuing to engage in communication of this manner until the business responds appropriately.

  Sincerely,
  
  **** ****

• Initial Complaint

  Date:07/01/2024

  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.

  We contacted *** and somehow we ended up getting a *** dealer installation of the equipment. But we did not understand it was a private dealer. The installer placed the wrong thermostat on our wall. We could not reach the person who placed the device and it was not working since placed so we kept getting hot temperature readings in our home. We contacted *** and someone with IT said we have the wrong thermostat. We needed a different one and he gave us the correct number for the installer. This was the first time we learned that this was not ***. Then the installer sent a technician who did not want to replace the thermostat and he did put back our old thermostat and reimburse us for the incorrect thermostat. We were charged for $99, $279and $219. For equipment and installation. The *** IT person told us that the thermostat should have been a ****** nest learning not ****** nest. The wrong thermostat was placed. This thermostat will not calibrate

  Business Response

  Date: 07/01/2024

  LVD
  ************
  **************************************
  ******, WA 98404
  Please forward this on to the correct company.
  
  The customer entered into a contract with the following company who handled the sale and installation of the system.

  Business Response

  Date: 07/09/2024

  To whom it may concern,

   

  To follow up on the case filed by this customer. We have spoken with the customer, and they notified our office they were having issues with the thermostat and contacted the corporate office for assistance. During the call the corporate office notified the customer that they did not show a thermostat on the agreement listed and were unable to service the system. We notified the customer that since the account is outside of our offices service window we no longer had access to the account to fix the issues. We came to the resolution to refund the customer the cost of the thermostat and have them install the old one in place of the ****** nest thermostat. The customer was pleased with the resolution and was grateful to get this issue resolved.

   

  All the best,

• Initial Complaint

  Date:06/26/2024

  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.

  LVD Concepts installed my security system on 05/22/24. I was told over the phone that they would provide me with a new system, ****** door camera, an additional camera, and a door lock. When the installer arrived, he stated that they did not have me booked for that service and I would have to pay extra for what they quoted me. I agreed to pay the additional fee and signed a new contract that day. The installer did not install a new system but used the system that was already in the home. He did install the doorbell and the additional camera but did not provide the door lock. On, 06/16/24 I started having issues with the system. I was given a back window fault indication, and the doorbell did not chime. I reached out to ADT and was directed to call LVD Concepts. I called and they set up an appointment for the following Friday. The installer arrived and I told him of the issues. The first issue I had was the installer telling me that my system was hard-wired, and it was nothing he could do to fix the issue. I would just need to by-pass the 4 back windows. I told him that was unacceptable. He said let me take a look at it. He stated that he fixed the issue. I asked him directly did he by-pass the windows and he said no. He went to show me his phone to show me he had not. I found out later that day that he had. Once he left, I decided to arm the system and open up the window. The windows had been by-passed. The second issue was the ****** doorbell. The previous owners had a ****** doorbell. The installer looked inside of the chime box and said it was nothing he could do with the doorbell chime because it was a "ring doorbell" splitter installed. I would have to buy a ****** doorbell chime. I also did not receive the door lock as promised. I called requested a new installer. They scheduled and then cancelled last minute. My system is not working, and they will not return my call or schedule me with a new installer.

  Business Response

  Date: 07/01/2024

  To Whom It May ****************************** follow up on the case filed by this customer. We have spoken with the customer they informed our office that they had a system issue and was owed a doorlock. Reviewing the account, we seen that this customer was set up for the standard package at $47.99 which does not include a door lock with the package. The customer informed our office that she agreed with the tech to upgrade the system to the camera and home automation. Reviewing the account we did see an upgrade was done on site, but the tech did not notate a free door lock being offered with the package. We offered to send the technician back out to resolve the system issues and further discuss if a door lock was offered with the package. The customer stated that she did not want the original technician out due to them believing the technician had bypassed 4 back windows from an existing system. We notified the customer that we have no way to confirm that information due to the contacts being preexisting with the home. Again, we offered to assist the customer by sending the technician on site to resolve the issues and further discuss what was offered at the installation. The customer again refused to schedule the technician. We notified the customer that he is the technician in the area, and we would need to send him out to further assist. The customer denied the request. We offered to help remotely to resolve the issues but that was also denied. The customer requested to cancel, and we went over our cancellation policy since it was outside of our 3day cancellation period.  At that time the customer terminated the call. We would ask to send the technician out to further help resolve the system issues and further discuss what was offered at the time of installation. If the customer would like to proceed with cancellation, we would ask for 75% of the remaining balance on the contract.

   

  All the best,

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21904259
  
  I am rejecting this response because:

  The business is trying to make me allow someone in my home that I do not want. Their employee was dishonest about the work he performed. He by-passed the back windows when I asked him directly not to and lied about the fact that he did so. Going as far as to show me his phone to show me nothing was bypassed. This is who they are trying to strong arm me into allowing in my home.  I did not get the new system as stated in the contract and the pre-existing system that was in the home when I bought it does not work. I did not get the door lock as promised and the doorbell does not work properly.  I ask the company to send someone else out and they refuse. They are not trying to mitigate my damages. The service was installed on 5/22 and I have no use of the system. The "supervisor" told me he would walk me through bypassing my windows that I do not want by-passed. By passing the back windows of the home it puts my family and I in danger because we will not know if someone enters our home from that access point. At this point I believe that the company is being spiteful because I signed a contract with them, and they have me in a corner. I advised my realtor and so she can make her clients aware of this company and the bad business practices. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/15/2024

  To Whom it May ****************************** follow up on the case filed by this customer. When we spoke with the customer, she notified us that a door lock was owed. When reviewing the account, we did not see a door lock offered to this customer in the customers work order. The customer stated the technician offered it on site. We notified the customer we are more than happy to send our technician out to further discuss what was offered and to help resolve any issues the customer may be experiencing. The customer denied sending the same tech out. We notified the customer we would not be able to honor a free door lock due to it being in the work order and the customer not allowing the technician to come out and further discuss what was offered on site. The customer notified she had an existing system and the technician had bypassed her windows. In our records from the installation, we show no documentation that the technician had bypassed the back window sensors. We again offered to help try to resolve the issues over the phone. Customer again denied that request. We notified that the contacts were existing sensors, and we normally would not be service or warranty the devices but were more than happy to send a tech out to resolve the issues with the technician in the area. The customer denied the request. At this time, we would ask to send the technician out in the area to resolve any system issues and to further discuss what was offered with the technician at the time of installation.

   

  All the best,

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21904259
  
  I am rejecting this response because: My first issue with this company is when the technician came out due to the back window sensors not working the technician stated he could NOT fix it. It could only be by-passed. I told the technician that this is a new service and if he can't fix the unit that was already installed when I moved in that he should give me the new system I bought with the package. The technician stated he fix the system issue and did not by-pass the window when in fact he did. I asked that the company send a new technician out and they refused. This issue could have been resolved a month ago if LVD Concepts would have sent a new technician. I took time off of work both days to have absolutely nothing be fixed.  The "supervisor" said he would walk me through by-passing the windows. I do not want my back windows by-passed. This is a security hazard.  I signed a new contract while the technician was at the house to upgrade the system. Give me the new security system that IS listed on my contract since you all do not warranty the existing unit that should have been switched out anyway. I would like a new technician to come and fix my system. I do not trust that the previous technician is capable of fixing the issue since he stated he COULD NOT fix it while he was onsite. What is the same technician that said he couldn't fix the problem going to fix now? My second issue with the technician that they are insisting on me allowing back in my home is I asked him not to by-pass the window in which I have witnesses that were there that can testify to what I am stating, and the technician did it anyway. He blatantly lied to me and put my family in danger giving us a false sense of security. Since the windows are no longer by-passed, I cannot even set my alarm. I am paying monthly for a service I cannot use. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/05/2024

  Whom it May *********** style="font-family: Arial, Verdana, Helvetica, sans-serif; font-size: 12px;">
  
  
  To follow up on the case filed by this customer. When we spoke with the customer, she notified us that a door lock was owed. When reviewing the account, we did not see a door lock offered to this customer in the customers work order. The customer stated the technician offered it on site. We notified the customer we are more than happy to send our technician out to further discuss what was offered and to help resolve any issues the customer may be experiencing. The customer denied sending the same tech out. We notified the customer we would not be able to honor a free door lock due to it being in the work order and the customer not allowing the technician to come out and further discuss what was offered on site. The customer notified she had an existing system, and the technician had bypassed her windows. In our records from the installation, we show no documentation that the technician had bypassed the back window sensors. We again offered to help try to resolve the issues over the phone. Customer again denied that request. We notified that the contacts were existing sensors, and we normally would not be service or warranty the devices but were more than happy to send a tech out to resolve the issues with the technician in the area. The customer denied the request. At this time, we would ask to send the technician out in the area to resolve any system issues and to further discuss what was offered with the technician at the time of installation.
  
  
  
  All the best,

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair 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.

  I'm active duty military currently stationed overseas in *******. I'm moving to ** in July but bought a house and moved my wife there in March so she can start her job. We signed up with ADT and purchased their security system, 2 ****** nest cameras and a subscription to have 24/7 access to all camera recordings. We purchased the cameras and they were installed and set up by our rep. ****** a couple weeks, my wife returned home from work to realize our garbage can was stolen from our front yard. We tried to check the cameras only to learn that we can only view the past 3 hours of history on our cameras. Realizing this isn't what we paid for, we contacted ADT and they initially tried to help by sending out a technician to fix the issue. The technician was unable to fix the issue and left us to have to contact ADT again. ADT let us know the technician didn't do as he was supposed to and told us they are trying to fix the issue. At this point, we've been paying for ADT fr2 months and the issue hasn't been resolved but ADT continuously reminds us that we're in contract and there's nothing we can do to cancel. Being that we're not getting the service we're paying for, we'd like to cancel because we signed up with the understanding that we're getting a specific service we haven't received. We've already had to pay for stolen property due to ADT's failure. We're paying a monthly bill for a service we aren't receiving due to ADT's failure. Th only solution is for ADT to release us from our contract or to provide us with the service we asked for immediately.

  Business Response

  Date: 05/08/2024

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  LVD
  ************
  **************************************
  ******, WA 98404
  Please forward this on to the correct company.

  Business Response

  Date: 05/13/2024

  To Whom It May ****************************** follow up on the case filed by this customer we have spoken with the customer and apologized for the inconvenience caused due to not receiving recording on the cameras installed. We scheduled a service call for this customer on 05/11/24 to try to help resolve these issues. During the time of the service call the technician notified us the cameras were linked to another email and that caused the issues with not receiving recording. During the service call the technician had replaced the previous cameras installed with new cameras and linked the devices to the proper email. The customer is now receiving recordings and will continue monitoring service. Customer seemed pleased with the resolution.

   

  All the best,

  Customer Answer

  Date: 05/13/2024

   
  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:04/20/2024

  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.

  We bought our house in *********. Immediately, we started receiving calls from what we we led to believe was ADT. They told us that we were being offered by our realtor a opportunity to get ADT security installed for $99, that would be refunded to us and 58/mo after that. We asked if this was ADT, and they said yes. We have been paying every month on time, but every time we have a problem we get brushed off. The equipment is installed with double sided tape that keeps falling off. I can't arm the alarm when they fall off. I am a woman alone and I bought the system so I would be safe. I don't feel safe with this crappy system.

  Business Response

  Date: 04/24/2024

  To Whom It May ****************************** follow up on the case filed by this customer. We have reached out to contact the customer multiple times to help resolve these issues but sadly the customers voicemail box is full and has not retuned our calls or emails. We will continue to reach out to help resolve these issues the customer is experiencing.

   

  All the best,

• Initial Complaint

  Date:03/12/2024

  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 am writing to file a formal complaint against ADT ******** Services regarding an ongoing issue with my account, which has persisted despite multiple attempts to resolve it directly with the company. On 02/07/2023, I signed up for ADT services at my investment property located at *******************************************************, with account number *********. In January of this year, I sold the property and arranged for my friend to take over the account to avoid cancellation fees, effective February 2024. However, despite the account being transferred to my friend, both he and I have been charged for the service for the months of February and March 2024. I have made several attempts to rectify this situation by contacting ADT customer service. On 03/08/2024, I initiated the first call, and after being asked to call back today, 03/11/2024, I have spent over an hour on the phone, been transferred four times, and still, the issue remains unresolved. It has been confirmed by ADT representatives that my account should not have been charged, yet the issue persists, causing unnecessary inconvenience and financial burden. I find this level of customer service unacceptable, especially considering my efforts to address the matter promptly. I am seeking assistance from the BBB to intervene in this matter and ensure that ADT rectifies the billing error promptly. I request a refund for the charges incurred since the account was transferred to my friend and that appropriate measures are taken to prevent similar issues from occurring in the future. I appreciate your attention to this matter and trust that the BBB will assist in reaching a satisfactory resolution.

  Business Response

  Date: 03/12/2024

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  LVD Concepts INC
  *************************** E
  ******, ** 98404
  **************
  Please forward this on to the correct company.

  Business Response

  Date: 03/13/2024

  To Whom It May ****************************** follow up on the case filed by this customer. We have spoken with the customer, and he notified our office he had set up a system in the home on 02/07/2023 and had recently moved from the property. The customer stated the new homeowner had set up new ADT services at the previous property. We notified the customer that the new customer was not set up by our office who holds the contract until 03/15/2024.  We notified the customer that we would have needed to set up the new homeowner with our office. Since the new homeowner did not set up with our office and instead with the corporate office, we advised the customer it would be best to wait to cancel the previous property until 03/15/2024 once the contract is taken over by the corporate office to avoid cancellation penalty. We notified the customer that if it was cancelled out before than we would ask for early termination charges to cancel since the new homeowner did not set up new services with our office. The customer seemed to understand.

   

  All the best,

  Customer Answer

  Date: 03/18/2024

  ADT has refused to help. I need ADT to resolve this issue. 
  Complaint: 21415860
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************

• Initial Complaint

  Date:01/30/2024

  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.

  They advertise was they would come out to your house and make a package. But I stead they made one before the brought the house . Not know what we needed. Then want to charge for changes. Instead of let us use one if the package advertise.

  Business Response

  Date: 01/30/2024

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  LVD Concepts INC
  *************************** E
  ******, ** 98404
  **************
  Please forward this on to the correct company.

  Business Response

  Date: 02/01/2024

  To Whom It May ***************** follow up on the case filed by this customer. We have spoken with the customer and apologized for the inconvenience caused by this issue. Speaking with the customer she was upset due to the time of installation having the basic package offered and added some additional equipment. Speaking with the customer we offered to lower her monthly service charge from $70.99 to $64.99 and reimburse her $99 back to the card on file.  The customer was pleased with the resolution and will be keeping the service.

   

  All the best,

  Customer Answer

  Date: 02/08/2024

  Yes thank it was resolved. And I update my review ro confirm the update. Thank you.

• Initial Complaint

  Date:11/21/2023

  Type:Service or Repair 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 set up with *** (via a local distributor *************) in April 2023. The following month we decided to move forward with a different security company and were working on trying to buy out the *** contract. July 27, 2023 I paid the contract buyout of ($1295.76), and received confirmation via telephone and email on July 28, 2023 confirming the cancellation. I was then charged in August the monthly $58.04. I called Secure 24 and they assured they did the cancellation and transferred me to corporate *** to handle the issue. It then became a finger pointing between corporate and the local branch as to who had to complete the cancellation. I was assured it would be done. September comes around and I am charged again for $58.04. I call again and get the same run around, but am assured again that it was being handled. October comes and I had since removed my payment information from the account online to prevent any further charges since I had already bought the contract out. Well they somehow retained the information of my credit card because on 10/8/23 they charged me $116.08. At this point I called Security ****************************************************************************************************************************************************************** their system. At this point I filed a claim with my bank to have the charges removed because *** was not handling anything appropriately or issuing back the payments. Now I have emails from *** advising that they attempted again to charge my card for November but were uncessessful (because my bank put a stop payment on them). Why am I continuing to be charged it makes no sense, someone please help. My concern is that they will send this to collections because Im not paying it. I paid the contract out and I shouldnt be charged to begin with. This company is giving customers the run around and it isnt right.

  Business Response

  Date: 11/21/2023

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  LVD CONCEPTS INC
  6214 ***********************
  **********, **, 33565-5817
  **************
  
  Please forward this on to the correct company.

  Business Response

  Date: 11/22/2023

  To Whom it may concern,

  To follow up on the case filed by this customer. We have spoken with the customer and apologized for the inconvenience these issues may have caused. We have confirmed that the *** services for this customer have been cancelled due to the customer paying the 75% balance on contract. Speaking with the customer she has stated she has received a refund from her bank and the card on file has been removed. We will not be seeking any further cancellation penalties or fees. The customer was pleased with the resolution. 

   

  All the best,

  Customer Answer

  Date: 11/22/2023

   
  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:11/03/2023

  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.

  1. We thought we were signing up with ADT, but these predators pretended to be ADT and fooled my father into signing their contract.2. NOTHING is installed properly (door sensors stuck to my doorframes that fall off randomly & cause damage to the ******************** The doorbell was not set up and is ALSO just stuck to the house. The instructions require you to have it off the house to set up, but with the sticky strips being used, it would never work.4. The alarm system has NEVER been used because the remote & alarm pad are non-functioning.5. Every time we have tried to contact this company, they have given us a run-around and not called back. 6. Their reputation on BBB and ****** make me fear for my safety. I think they are bad people and I want them out of our lives!!!

  Business Response

  Date: 11/06/2023

  To Whom It May **************** follow up on the case filed by this customer. We have spoken with the customer and apologized for the inconvenience the system may have caused. Speaking with the customer we offered to schedule the customer for a service call to fix any issues the system may have and cover the cost for the time the system has been down but sadly the customer denied the service request and asked to cancel out the account. We went over with the customer with the contract on file we would first ask to resolve any issues with the system before cancelling out the account. Customer stated they did not know we were not ADT corporate. Notified the customer that the first page of the agreement states we are an authorized dealer for ADT services. Customer requested to cancel; we went over how we would ask for 75% of the remaining balance on the contract. Customer asked what the total was but hung up before the cancellation total could be given. At this time, we would ask to schedule a service call to fic the issues with the system at no cost or if the customer would like to cancel, we would ask for the 75% balance on contract be paid.

   

  All the best,

  Customer Answer

  Date: 11/06/2023

   
  Complaint: 20823628
  
  I am rejecting this response because:
  Its too late for this meager response. I want nothing more to do with this fraudulent company. Its clear that we didnt know we were dealing with a third party, because I called ADT directly. THEY are the ones who informed me that my father created an account with a company thats NOT ADT. When I informed him of that, he was genuinely surprised and shocked. Your agents also lied to him and told him that **** was no longer in business to get him to use their hardware. I havent personally seen the contract (they said they would send it again, but *surprise* they never did) but based on my experiences with this company, Im certain its not clear. I feel you coerced him into the contract by nonstop calls before the contract was signed. Once everything was installed (terribly, causing damage to our home) we never heard from them again, despite repeated attempts to call them. I dont have hours to spend on the phone calling scammers, I think this is part of their shady business modelbeing impossible to contact so you just pay for their terrible service. And speaking of service, as someone who works in a service-based industry, I know there is always a way to let the customer out of a contract. WHY DO YOU THINK THESE PEOPLE HAVE SO MANY TERRIBLE REVIEWS?! Because they are a fraudulent company, preying on innocent people trying to protect themselves. Of course I dont want these people coming into my house again. I DONT TRUST THEM!!
  

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/15/2023

  To Whom It May ********** style="font-family: *****, *******, Helvetica, sans-serif; font-size: 12px;">
  To follow up on the case filed by this customer. We have spoken with the customer and apologized for the inconvenience the system may have caused. Speaking with the customer we offered to schedule the customer for a service call to fix any issues the system may have and cover the cost for the time the system has been down but sadly the customer denied the service request and asked to cancel out the account. We went over with the customer with the contract on file we would first ask to resolve any issues with the system before cancelling out the account. The customer stated they did not know we were not *** corporate but an authorized dealer of ***. We notified the customer that the first page of the agreement states we are an authorized dealer for *** services that we are not *** corporate. We have attached a blank contract for reference. The customer states the sales representative stated that RING was out of business but reviewing the call the sales representative stated we are no longer partnered with RING that we now install ****** cameras due to the recent partnership this year. We have attached a reference to the ***+Google partnership from the *** website. We have resent the contract to the customers email on file. We would not be able to send the agreement to ******** due to the account and contract being under a different name. At this time, we would ask the customer for an opportunity to resolve any and all issues the customer has with the system at no cost to the customer. At this time if customer wishes to cancel the *** service, we would ask for the customer to pay 75 % of the remaining balance of contract outlined in the contract attached. 

   

  All the best,

• Initial Complaint

  Date:10/17/2023

  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.

  I received a call from a man claiming to be with ADT. I said something about my new home purchase that I received some promotion. I would pay $99 for installation ad I would be getting that back in the mail. I am now finding out after calling ADT about this check that in fact I was dealing with a third party. That my tech that came out was not even someone with them! I feel completely mislead and taken advantage of. Most of all I feel unsafe. Not knowing who I've given my information too who has been at my house with my daughter and I and who I'm in a contract with! I want to know when I can get out this web of lies as soon as possible

  Business Response

  Date: 10/18/2023