Complaints

This profile includes complaints for Liberty Security Systems Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Liberty Security Systems Inc

  5640 104 St NW Edmonton, AB T6H 2K2

  
• 

  Liberty Fire & Security Solutions INC

  PO Box 17121 West Palm Beach, FL 33416

• 

  Liberty Security Systems Inc

  PO Box 17121 West Palm Beach, FL 33416-7121

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:17/07/2023

  Type:Sales and Advertising 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.

  Liberty Security debited my credit card for the amount of $257.25 on June 11, 2023 for a service that had not commenced; this was to be a camera install at the front door of our home. The tech arrived on a day that was not scheduled, completed a power test, confirmed the install was possible on the doorbell and left. A second tech showed up the following week and drilled 2 holes, one on the outside & one on the newly painted living room wall. Neither holes were required. When he realized the camera was to be installed with the use of a generator which had to be ordered. The generator was installed on the door bell (mechanism inside the house that produces the ring) by the same tech the following weekend; the tech said the camera, which was not operating, would be started remotely the following Monday. Calls to the service desk the following week and still no camera operating, meanwhile the generator I had to remove because he began making the sound of a large exhaust fan at 2 am. More calls to the service desk and when escalated to the manager ****, she said she submitted a request for a refund because we no longer wanted the camera due to the numerous concerns including our damaged inside & outside walls. She requested photos which were sent and confirmed by **** that they were received. No refund as of today's date and no return calls at my request as recently as July 12/2023. **** also disputed the dates of scheduled tech services and disputed the our conversations by phone. In addition to the refund, I would like Liberty Security to cancel the contract without penalty due to the unabated stress to my family, lack of professionalism, the inconvenience of techs arriving at unscheduled dates, the damage to our home, the misleading information provided by **** on several occasions including telling me I could send the questionable invoice re: the install and when I followed her instructions the email response from Liberty be email. "we do not by email, call us".

  

  Business Response

  Date: 20/07/2023

  To Whom It May Concern,

  Please find Liberty's response to Complaint ID: 20333025 below:

  ***** and myself have spoken and emailed over the last few
  days and went over all concerns of poor workmanship and customer experience.
  I have explained why a credit was given and not a refund as
  well as how our invoicing is processed and why I was taken out before
  completion. We have since completed service with our Technical Support team to
  address some of her camera issues and have provided her with additional credit as
  goodwill for the poor experience. ***** and I will touch base again in the fall
  to complete some other service that will be needed at that time.

  At this time, we consider this complaint as resolved and the
  customer has been advised to contact me directly at ************** *** *** if
  they have any other questions or concerns.

  Regards,
  ******* ************
  ****** ******** ******** ********** * ********** *******

• Initial Complaint

  Date:10/07/2023

  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.

  
  
  Complaint: 20300541
  
  
  
  I am rejecting this response because:

  I am on holidays and am not answering my calls due to roaming charges.
  
  I have provided my verbal and email cancellation to Liberty Security customer service prior to expiry of my 5-yr contract, and within the 30-day notice requirement. I also have not approved any extension to the contract, even on a month-to-month basis.
  
  I explained to **** ******* that I deal with agreement/contracts on a regular basis at my work, and what you/Kira are proposing in the contract, (automatic month to month extension of the contract, without written 30-day cancellation notice) and my non-compliance is not legitimate.
  
  Any contract/agreement can place any sort of condition(s), but the legal system will only enforce reasonable requests.
  
  My assertion is that my multiple cancellation requests to Liberty, via verbal and emails, is a reasonable request(s) to terminate my services with Liberty after the expiry of my contract.
  
  Either Liberty chooses to comply with my multitudes of cancellation requests, and or cooperate with the Canadian *** intervention. Or we can proceed directly to litigation.
  
  If the latter is chosen, please comply with my previous request to **** ******* that she provide her work contacts, her manager(s) contacts and Liberty's solicitors contacts. So, this information can be provided, to my lawyer.
  
  Regards,
  *. ******
  

   

  

  Business Response

  Date: 18/07/2023

  To Whom It May Concern,

  Please find Liberty's response to Complaint ID: 20300541 below:
  I have been attempting to reach out to Mr. ****** over the
  last week regarding this complaint however his voicemail has been full and
  therefore I am unable to leave any messages. I have since emailed Mr. ****** with
  the explanation that he had signed a 60-month term where the maturity date was
  June 18, 2023. Additionally, under the “Service Agreement Term” section it
  states that we require 30-days written notice to cancel services and that our
  agreements auto renew on a month-to-month basis. I have provided Mr. ****** a copy
  of his agreement and asked that he reach out to me to discuss.
  

  If you require any further clarification on this matter,
  please contact me directly at ************** *** ***.
  Thank you,
  ******* ************
  ****** ******** ******** ********** * ********** *******

  

  Business Response

  Date: 28/07/2023

  I have been in email correspondence with Mr. ****** to explain that the balance owing is for services rendered during his agreement term and even if we processed the early cancellation the balance of contract would still be owed. Our extension of good will was waiving the additional 30-days notice period so no further invoices were generated. Mr. ******'s account is now terminated so we consider this issues resolved.

• Initial Complaint

  Date:08/04/2023

  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.

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19911975, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******these cameras recorded the motion once, not for the car, not for me walking on the driveway and doorbell didn’t record motion. Not once.
  
  I don’t feel safe having this system installed at my home for the safety of my family as if failed when it’s expected to perform the most.
  This is one instance of my noticing the failure of their equipments, rest of the time my house is on Airbnb and who knows what all it doesn’t capture.
  I want to return the equipment and cancel the contract for subpar service and equipments

  

  Business Response

  Date: 18/04/2023

  To Whom It May Concern,

  
  Please find Liberty's response to Complaint ID: 19911975 below:
  

  One of our managers has been in contact with Mr. ****** and while we are unable to cancel this agreement we will be setting up service to replace any faulty cameras and continue to work with the customer on any other solutions to ensure that all his needs are met.

  If you require any further clarification on this matter,
  please contact me directly at ************** *** ***.

  Thank you,
  ******* ************
  ******** ******* *******

• Initial Complaint

  Date:08/03/2023

  Type:Sales and Advertising 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 have reviewed the response made by the business in reference to complaint ID 19555137, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ***** saying they can not give me access to my file because of FOIP Regulation. The FOIP act is for public bodies only not for private companies. They are required to comply to PIPA and PIPEDA privacy policy. Their website says I can request access anytime by phone or email but again they love to lie and mislead consumers and they don't follow their own policy They don't follow the law and practice unfair consumer practices.
  
  My service has not been operational since 2020 and I continue to be charged for it. They sent a technician to my house the he just said i can't fix your equipment or cancel your service. This company is unethical and can't abide by law and order its absolute anarchy from within. They put undue pressure to influence people and later lie and claim that the conversation never happened.

  

  Business Response

  Date: 10/03/2023

  To Whom It May Concern,

  
  Please find Liberty's response to Complaint ID: 19555137 below:

  
  I have spoken to ***** and agreed to waive the outstanding
  invoice on her account as well as sent her the documentation showing her meta data
  that the electronic agreement was signed by herself.

  In accordance to the PIPA regulations the consumer has the
  right to access information comprised under the following:

  
  What
  is “personal information” - Personal information is defined in the Act to mean “information about an identifiable
  individual.” Information must either readily identify the individual, or
  the identity of the individual can be determined from the information. If the
  individual cannot be identified, the information is not “personal information”
  under the Act.

  
  Liberty Security will be compiling that information together
  and will have it sent to ***** as soon as possible.

  
  If you require any further clarification on this matter,
  please contact me directly at ************** *** ***.

  
  Thank you,
  ******* ************
  ******** ******* *******

• Initial Complaint

  Date:10/02/2023

  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.

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19384533, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *******over, we have decided to cancel their services completely. We called and asked for cancelling the service, expecting that we would not be charged any more service fees going forward. The company representatives (few of them, since we have discussed the issue with several agents, and one supervisor) told us that we can't cancel and we would be expected to pay the rest of the months from 5-year service period, 6 months (Nov 2022 - May 2023). We've explained that regardless of the service cancellation reasons, the service hasn't been provided to us since beginning of Nov 2022. To which the supervisor told us that it's us who are not asking them to re-install equipment at the new location ("we would love to provide service to you!"), but it is our right as a consumer and choice to refuse using the company services. The company forced us to pay the rest of the months of 5-year period! (while they are not providing any services since Nov 2022!). Looking forward to the resolution!
  Thanks
  ****

  

  Business Response

  Date: 13/02/2023

  To Whom It May Concern,

  
  Please find Liberty's response to Complaint ID: 19384533 below:

  
  I have spoken to **** and discussed his concerns with how
  the agreement terms and conditions are worded and why we require the customers
  to pay their monthly fees during the move downtime and our process when they
  are ready to install the equipment at their new location.
  Since **** will not be continuing with Liberty Security, I
  have asked to have the equipment returned and will waive the remaining term of
  the agreement. **** is satisfied with this resolution.

  
  If you require any further clarification on this matter,
  please contact me directly at ************** *** ***.

  
  Thank you,
  ******* ************
  ******** ********** *******

• Initial Complaint

  Date:15/11/2022

  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 have reviewed the response made by the business in reference to complaint ID 18407630, and find that this resolution is satisfactory to me. Thank you 
  
  
  
  Sincerely, ********* 
  
  
  
  ********* ****

  

  Business Response

  Date: 21/11/2022

  To Whom It May Concern,

  
  Please find Liberty's response to Complaint ID: 18407630 below:

  
  I have spoken to ********* regarding the second camera that
  was not installed. Liberty should have addressed this sooner to avoid the poor
  experience. I have initiated the work order to have the camera installed as
  soon as possible, as well as honoured the previous credit that was offered but
  not processed.

  
  If you require any further clarification on this matter,
  please contact me directly at 1-866-926-7233 Ext 303.

  
  Thank you,
  ******* ************
  ******** ******* *******