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: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.

  Received product back to dealer and sent signed paper back to ADT. According to ADT, LVD didn't sent in information so account would be deactivated from December 2022. ADT kept credit card $64.99 for 6 months. From January 2023 to June 15, 2023. LVD Concept keeps passing me to ADT because they credit my card. I have spoken to ADT management.

  Business Response

  Date: 08/18/2023

  To Whom It May ***************** follow up on the case filed by this customer. We have reached out to the customer a few times but sadly could not get ahold of the customer after leaving a few voicemails. Reviewing the account. We see this account was cancelled and refunded for the installation activation fee and the account is closed. The corporate office would refund any monthly monitoring fees. The best number to contact them at is *************.

   

  All the best, 

  Customer Answer

  Date: 10/16/2023

  Dear Ms. ****************

   

  My complaint ID: ********. I filed on August 16, 2023, concerning LVD Concept not returning my refund of $389.94 for returning ADT equipments.

   

  Even after speaking with ***************************** of LVD several times and leaving voice messages. Now he will not return my calls.

   

  When l last spoke to him on 10-3-2023, he told me to speak to someone name ******. ****** was to find out what  happen with 

   my refund and call me back. I didn't here from anyone. On October 6th, l call again and left a not so pleasant voice message.

   

  Since then l left messages everyday to only get a machine.

   

  In a letter form the BBB, LVD said someone had reached out to me but couldn't get a hold of me. That's not true. Someone did call but left the wrong number. I called ADT to get the correct number and a name.

   

  I would like you to re-open my case.

   

  Sincerely,

   

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

  ********************* 

  Business Response

  Date: 10/20/2023

  To Whom It May *********** style="font-family: *****, *******, Helvetica, sans-serif; font-size: 12px;">
  To follow up on the case filed by this customer. Reviewing the account, we see that this customer was set up on 12/31/2022. The customer had cancelled the agreement within the 3 day right of recission. Unfortunately, the customer was still being charge $64.99 for 6 months after the cancellation request. We will be sending the customer a check for the reimbursement of the payments made by this customer. We apologize for the inconvenience this customer has experienced. We have attempted to contact the customer to inform them of the reimbursement being sent but sadly was only able to leave a voicemail.
  
  
  
  All the best,

  Customer Answer

  Date: 11/08/2023

  Dear ****,
  I just want to information you that l received the check from LVD CONCEPTS.
  
  Thanks you for all your help.
  
  ***************************
  

  
  

• Initial Complaint

  Date:08/15/2023

  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.

  1st day came n said brought wrong equipment will come back tomorrow n give me a glass breakage for the inconvenience. Came back back next day. Installed 2 dr ******** glass breakage monitor & doorbell camera. When I looked at the camera visually on my phone I told the technician I wasn't happy with the angle of the camera n if it moves to adjust. He said no it doesn't move n that he had to install a wedge because of the wiring. I told him I don't see the whole driveway. He said well there's nothing I can do about that. Then he said he was done I told him what about the interior *************** sensor. He said he didn't see it on the order n would call his manager. That same day I hadn't heard back about install not being completed so I called ADT n was told that the install was not completed n they would be returning to complete it that yes there was equipment still to install. Over the weekend the camera stopped working. My daughter called n she was told when he comes out on Thurs he will bring a new camera. I called them back n told them to cancel my service n return my money I was already charged. I was told to call billing to talk to them about a refund. Monday Morning I called 8/14/23 n told them that this has been a nightmare from the get go and I was very unsatisfied n I concelled with ADT OVER THE weekend n this Thursday when they return to pick up the equipment. She told me she was unable to assist me with that n would leave a msg for the manager to call me. I callED ADT BILLING n told them the camera stopped working over the weekend n the installation was she told me she was crediting me for the 3 days of no service n when they get the equipment n cancel I was within 3 days she would credit me the remainder on my account. I call LVD 8/14 again because the Mgr didn't call back n was told it could be up to 24 hrs to receive a call back. I believe this is their tactic to hold off people keep iterating about 3 ******** will be charged 75% penalty.

  Business Response

  Date: 09/07/2023

  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 experience the customer had. We had offered to get the customer the motion detector that was offered as well as an indoor camera. Customer was not open to continuing the *** services. We have accepted the cancellation of this account and have a removal scheduled to pick up the equipment on 08/17.Customer was pleased with the resolution. 
  
  
  
  All the best,

• Initial Complaint

  Date:07/28/2023

  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 opened an account for alarm service with ADT. ADT uses LVD Concepts Incorporated (DBA Secure24) as an installer. After 30 days, they transfer the account to ADT corporate.After approximately 6 months, we moved to **********, **. ADT corp. said they would just set us up as a relocation, which is no problem. They have been billing us faithfully every month since then, though we have not installed the equipment. As we were discussing the overall issue, Secure24 sent the remainder of the account to collections. They refuse to work with us to resolve it, and are very rude about it. To try and speak with a supervisor (or ******, the manager) requires up to TWO DAYS for a ticket to be submitted, and they do not have personnel on-site (on a friday) to address issues like this.Somehow, allegedly, corporate flagged our account as "Cancelled", which is when Secure24 sent it to collections - and even the collections agency doesn't understand what is going on. We have not been given an opportunity to get this sorted out, and we're currently dealing with a collections agency for an issue that ADT corporate states very plainly on the phone doesn't exist, as our account is up-to-date.

  Business Response

  Date: 07/31/2023

  To Whom It May ***************** follow up on the case filed by this customer. We had spoken with the customer about the issues below. We spoke with the customer on 05/01/2023 to notify the customer the *** account had been cancelled. The customer stated that they had moved from the property and were going to have the new homeowners set up the *** services. We spoke with the customer again on 06/09/2023 to notify them that the new homeowners had not set up the *** services with us and they would need to continue *** services at the new /property or pay the 75% early termination penalty. We spoke with the customer on 07/03/2023 to get the new address due to customer stated they had set up *** services. We sent the new address over to the corporate office to confirm new services were activated at the new address given. The corporate office notified us that they show no active service or pending service at the new address given. We spoke with the customer on 07/05/2023 to notify the customer that the address given does not show activate *** service at the property. The customer stated that they had the service and equipment at the new address. Secure24 sent another request to the corporate office on 07/13/2023 to review the account and see if new services were set up at the address provided. Again, corporate office stated there are no active services at the new address given. At this time this customer was sent to collections for not paying the balance on contract of 75% and not continuing the *** services. We can no longer speak with this customer due to being sent to collections. At this time this customer would need to dispute the collections notice with the collection's agency at ************.

   

  All the best,

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20390428
  
  I am rejecting this response because:

  This response is not complete or correct.

  On 5/19/2023, My wife contacted "Secure24", after learning that the purchaser of her house had not called to carry on the contract.  She contacted the company to determine what the next course of action was - and what options were available.  She was then passed to FIVE different people within Secure24, before being transferred to ADT corporate.

  Once being sent to ADT corporate, she was transferred to their relocation department, and signed a relocation contract with ADT corporate.

  Upon being contacted by Secure24 at this point, my wife began speaking with ******, a manager at Secure24.  When he said there was not a contract any more, she sent him a copy of the signed contract with ADT corporate.   At this point, ****** no longer responded to any phone calls or emails.  At this point, the collection agency appears to have been contacted for what Secure24 claimed was Breach of Contract.   

  Again, when contacted to try and come up with a course of action to handle this situation, Secure24 claimed that they could not do anything because the collection agency had been brought in.   

  We even received a shipment of equipment from ADT corporate to set up the system at our new house, and again, we had been getting billed regularly through the month of July until Secure24 terminated the contract and sent it to collections, despite our efforts to resolve this while we were in the process of moving over 700 miles to a new home in *****.  Since our payments were being automatically charged, it is not a situation of us not paying, but a matter of Secure24 not operating in good faith with the contract signed with ADT corporate for an ADT security system.

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

  Business Response

  Date: 08/14/2023

  To Whom It May *********** style="font-family: *****, *******, Helvetica, sans-serif; font-size: 12px;">
  To follow up on the case filed by this customer. We had spoken with the customer about the issues below. We spoke with the customer on 05/01/2023 to notify the customer the *** account had been cancelled. The customer stated that they had moved from the property and were going to have the new homeowners set up the *** services. We spoke with the customer again on 06/09/2023 to notify them that the new homeowners had not set up the *** services with us and they would need to continue *** services at the new /property or pay the 75% early termination penalty. We spoke with the customer on 07/03/2023 to get the new address due to customer stated they had set up *** services. We sent the new address over to the corporate office to confirm new services were activated at the new address given. The corporate office notified us that they show no active service or pending service at the new address given. We spoke with the customer on 07/05/2023 to notify the customer that the address given does not show activate *** service at the property. The customer stated that they had the service and equipment at the new address. Secure24 sent another request to the corporate office on 07/13/2023 to review the account and see if new services were set up at the address provided. Again, corporate office stated there are no active services at the new address given. At this time this customer was sent to collections for not paying the balance on contract of 75% and not continuing the *** services. We can no longer speak with this customer due to being sent to collections. At this time this customer would need to dispute the collections notice with the collection's agency at ************.
  
  
  
  All the best,

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20390428
  
  I am rejecting this response because:

  Again, while trying to work with personnel from ******** / LVD concepts, they ceased communications abruptly with us.   Additionally, ADT corporate shows that LVD cancelled the service before they could take it over.  Given that CORPORATE'S relocation department sent us a box of equipment, there was very definitely a contract in place.  LVD's cancellation of the contract triggered corporate to close any accounts.  

  LVD sent us to collections without giving us an opportunity to pay directly, and would no longer work with us once the collections agency was involved.   This is NOT operating in any sort of good faith.   We were doing everythign posisble to meet the requirements of the contract.

  Moreover, we are still being billed by ADT monthly, and when we contacted ADT corporate billing, they stated that these charges were from the reseller.   So we are still being billed after our contract was terminated.   This is just another example of the shady business practices by the entire ADT/LVD partnership.

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

  Business Response

  Date: 09/05/2023

  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 this customer and apologized for any inconvenience this issue has caused. We have notified the customer that we will be pulling the account out of the collections status and will not be asking for any balance on contract to be paid. The customer was pleased with the resolution and the account being pulled from the collections agency. We have passed along our customer service number to the customer to follow up with any questions they may have about this account moving forward. Since the customer has already paid the collections balance, we will be refunding that back to the customer 
  
  All the best,

  Customer Answer

  Date: 09/11/2023

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

• Initial Complaint

  Date:03/03/2023

  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.

  *** was installed on 12/09/22. The installer did not check the *** thermostat. When we got our electric bill, it was $612. I had EMS Heating to come out on 01/28/23 and was told the *** thermostat was not programmed correctly. I called *** immediately and of course no one answered the phone, so I left a message with what EMS had told me. On 12/30 23 we had a new thermostat installed by *****. **** from *** called on 02/01/23 and when I explained to him what happened, all he said was in the future if we have any issues with the new thermostat, we can call *** and as long as the thermostat was compatible, they will come out. He offered no other solution. We are disable veterans and we do not want to run the risk of getting the electric disconnected due to not being able to pay a high electric bill.

  Business Response

  Date: 03/02/2023

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  LVD CONCEPTS INC
  1021 ******* STE 1150
  *******, **, 77002-6508
  **************
  
  Please forward this on to the correct company.

  Business Response

  Date: 03/09/2023

  To Whom It May ****************************** follow up on the case filed by this customer. We have spoke with the customer and she informed us she had a higher electric bill due to the malfunction of the thermostat. We have requested a invoice from the HVAC technician stating the electric bill was higher than normal due to the malfunction of the thermostat. Once we receive the invoice from this customer we will review and follow up with the customer on the resolution. The customer was pleased with the follow up and is planning on sending over the invoice. 

   

  All the best,

• Initial Complaint

  Date:08/04/2022

  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.

  On June 17, *************************** my home. The technician didnt even have a correct work order. For example I was to receive a key fob and it wasnt listed on the order but he had one in his truck so that was resolved. Then the package was to also include smoke detectors and that was not on the order and he did not have any with him. So the technician told me hed come back in 2 weeks on July 1 and install the detectors. I called the day before to confirm time he would be here and was told I was not even on the schedule and itd be August before someone could come out. I then stated that would not work for us and also the alarm panel was not working correctly so I needed someone out sooner. I was told that was not possible. I then stated I just needed to cancel and I was told it was past the 3 day cancellation period. When the tech was at my house I asked him specifically what the cancellation policy was and he said 30 days. They are not honoring that and asked that we give them a second chance to come out and install detectors. I said ok and that was sched for July 21 and they were a no call, no show. Now I really want to cancel and Im still being given the run around. This is the worst experience ever !!

  Business Response

  Date: 08/09/2022

  To Whom It May ****************************** follow up on the case filed by this customer. We have spoken with the customer about the concerns below. We apologized for the missed service call and offered to cover the monthly service for 2 months as well as get on the customer on for a guaranteed service appointment.  Customer denied the request and asked to cancel account. We went over with the customer our 3 day cancellation policy and would ask schedule a service call to add the smoke detectors to the property. Customer had denied service call again. We went over the cancellation policy and would ask 75% of the remaining balance on the contract. Customer stated she would not pay and would stop payment. Customer terminated the call. We would ask to service the system and add the smoke detectors as requested before we would cancel out the account. 

   

  All the best,

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17674376
  
  I am rejecting this response because: It was not one but two service calls that were no call and no show. When I called and asked for a manager about the situation I was told by ***** that managers dont talk to customers. But strangely enough once a complaint was made on BBB I received a call the next day from ***. I cannot afford to miss another day of work for someone to MAYBE show up. At this point its better if I just cancel. I dont want this service at all. I dont even want to go with another company. We just dont want an alarm system anymore. Its too much trouble. Im willing to pay a penalty but not 75%. I was misinformed about the cancellation. I was told I had 30 days by the tech and if he was wrong that should not fall on me. Im basically paying for someone elses mistakes. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/18/2022

  To Whom It May ***************** follow up on the case filed by this customer. The customer called back to go over complaint below. We have outlined the cancellation policy attached to this response. Customer stated they would pay 75% Balance on contract but customer wanted to pay it over the next 6 months. We have notes the account and customer will call in when they are ready to start payment to cancel out the account.

   

  All the best,

• Initial Complaint

  Date:07/13/2022

  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.

  When I signed up for the contract, I was told to pay $99.00 for a "deposit" then when my 90 days was up I would receive a refund. During this time I had a sensor break so they had to send out a technician. The technician did not call or notify that he would not show so I took off work for no reason. The gentleman on the phone stated since there were no notes on the appointment that he would give me a month free of services. I said that would be great. They claim my refund should have went out in January of 2022. It is now July and I have called 4 different times while given the run around. Now they refuse to give me the $99 because of the month of free services they offered to give me. I was told they could refund only $40 of the $99 because $53 was used for that month of "free" services. I asked for a manager to contact me and have received no call. This has seriously been the worst experience with customer service as well as a company in general. I will be so glad to switch to ADT.

  Business Response

  Date: 07/15/2022

  To Whom It May ***************************** follow up on the case filed by this customer. We have spoke with the customer today and the customer let us know they did not get the 100$ rebate check back since install. Went over how the rebate was used for a addition piece of equipment. We have offered to cut and send a check out to the customer for the 100$ rebate to resolve this issue. Customer was pleased with the response and is looking forward to the 100$ rebate being sent out in the next few weeks.

   

  All the best,