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:01/23/2025

  Type:Customer Service 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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

  ordered (and paid for) a different panel. Fair enough. However, the panel took 8 weeks and 8-10 phone calls from 2 employees to get it installed, during which time our organization's access to the building was severely limited. I finally told them I would be canceling our service if the issue wasn't resolved by the end of the week, and they were able to locate the miscommunication and send a technician out same day. This after weeks and weeks of giving false explanations for the ongoing delay. Now, less than two months later, the panel is starting to fail. Keycode, card, and remote access usually do not work. Upon calling customer service, we are informed that it will be two weeks until they can have someone out, unless we want to pay $250 for an on-call response that would only be available after 7pm - outside of business hours. Then we are told (for the first time ever) that our organization is outside their service area, and service will be delayed if it is even possible.

  Business Response

  Date: 01/23/2025

  We have escalated this to upper management to ensure we are doing what we can to get this taken care of. We understand the customers frustration and apologize for the inconvenience. There are certain special parts that may have taken time to receive, but regardless of that, we want to do what we can to resolve this issue. We are able to get a technician out to evaluate this on the 28th. We have also provided this feedback to sales management as we agree that the process was unacceptable and should have much smoother for the customer.

• Initial Complaint

  Date:04/02/2024

  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.

  My Safetouch stopping working. We called the company and the blame was immediately put on us for now checking the system monthly. We actually check the system daily and were out of the country. Now our entire house is unprotected, the soonest someone can come is a week and Im still being charged for the service of security that isnt working. Im appalled that the customer service person could not help us and more horrified that the blame is being put on my family.

  Business Response

  Date: 04/02/2024

  We apologize for this interaction with our customer service and will provide feedback to management regarding this issue. We did have the customer scheduled for service, but they have since called back stating that the issue was resolved. 

• Initial Complaint

  Date:04/02/2024

  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.

  The last communication I got was the response from Safe Touch that you sent to me that said That someone would contact us to set up another appointment to replace the panel and we have never received any communication back from Safe Touch!!! So NO THIS IS NOT RESOLVED!! Thank you! refuse to change out the panel even though they have records of it malfunctioning multiple times even after resetting it over and over!! We will have to find another company if we want to not pay for faulty equipment and dependable security of our home and family!!

  Customer Answer

  Date: 04/10/2024

  Please advise ASAP if this will be reopened and resolved since Safetouch obviously doesnt take these complaints seriously enough to do what they tell the BBB whatthey were going to do and follow through!

  Business Response

  Date: 04/02/2024

  Upon evaluation by the technician, we determined there was no issue with the panel and it was working properly. Given the situation and history, we will replace the panel. A coordinator will reach out to the customer to schedule the replacement. 

  Business Response

  Date: 04/12/2024

  I have since spoken to ****** personally regarding her issues and set her up with a replacement next Friday the 19th. 

  Customer Answer

  Date: 04/16/2024

  Yes, I finally spoke to ************************* on Thurs 4/11 only after I called their corporate office and demanded to speak with him. Yes, he set up an appointment to replace the defective panel for Friday 4/19, so we will see how that goes this time around, but communication is still a very concerning problem with their company! I had to call today myself 4/16 to confirm we had an appointment, again no one from safetouch reached out to let me know that an appointment was scheduled.

• Initial Complaint

  Date:11/13/2023

  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.

  So I see that you admit that there is a listening device in this system. Good I think people should know who they are putting faith in because there was no mention to me.of such a device installed at the time of signing. Trusting a company that purposely runs the bill up to a non communicating unit so they can sell the debt to a unsuspecting debt collector in a bundle at a large premium sounds like fraud to me and a way to punish anyone that figures out they are being took especially when there are other options without a contract and ridiculous fees for leaving a bad service. I was in agreement to pay the lowered fee of 300$ at the time. But your offer was rescinded after I asked for a confirmation email from your manager. Which shows me you were not acting in good faith. And following my gut to hold my ground has given me the opportunity to make sure others don't make the same mistake I did doing business with this (Security) company. I was looking for a resolution you were looking to hurt and bully the customer. You picked the wrong one. Your contract is a bunch of scribble for a signal asking more than 1700$ for the remainder of service after roughly 2 years of you listening in. Then having a right off on my report. You are worse than car sale. And look forward to letting people and social media know of your practices. Trust me it's going to cost you much more than 1700$. And you never received a disconnect from myself verbally nor email. You just refused to back up your offer with a simple email on purpose. Scam artists watching people's houses don't go together. Don't know how your even bonded. If you even are?I was highly considered about doing business with anyone that tells such a lie to keep listening devices in your home because this is patently FALSE. And I decided to end my business with them. But even then it got sneaky. They weaseled in on the contract as if I was buying a new system when they signed me up so they wanted around 800 to end the simple service which was a flip of the switch for 1 year left. And was told that they would except 300 dollars to end service but needed me to send and end service request. After what I delt with I asked for an email from the manager making the decision stating the amount due upon receipt of the cancelation request. And what happened after that told me everything I needed to know about this company. He refused the simple request. They kept service going without the system because I ripped it out and moved to a none contracted service. They tripled the amount and sold it to a debt collector. Never having communication with the device. Scam!

  Business Response

  Date: 11/13/2023

  In March of 2020 the customer signed an agreement to have our services for 3 years to take over his existing equipment. During the installation, we installed a 2 way communicator which allows alarms to be verified in the event of a break in. The line only opens to us in the event of an alarm. The 2 way communicator installation is in the agreement, as well as the signed work order when the installation was complete. It is actually one our selling points and is the furthest thing from a secret.
  The customer called us in June of 2020 asking to purchase 2 new motion detectors which we quoted him $89.00 each plus $125.00 for labor. If there was an issue with existing equipment, we would cover that under warranty.
  The customer did ask to cancel his services in June of 2021,but we advised he would need to payout the remainder of his agreement to do so.He stopped paying his bill which is why it was sent to collections. We called him many times regarding his bill prior to doing so.

  Customer Answer

  Date: 11/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20860328

  I am rejecting this response because:

  So I see that you admit that there is a listening device in this system. Good I think people should know who they are putting faith in because there was no mention to me.of such a device installed at the time of signing. Trusting a company that purposely runs the bill up to a non communicating unit so they can sell the debt to a unsuspecting debt collector in a bundle at a large premium sounds like fraud to me and a way to punish anyone that figures out they are being took especially when there are other options without a contract and ridiculous fees for leaving a bad service. I was in agreement to pay the lowered fee of 300$ at the time. But your offer was rescinded after I asked for a confirmation email from your manager. Which shows me you were not acting in good faith. And following my gut to hold my ground has given me the opportunity to make sure others don't make the same mistake I did doing business with this (Security) company. I was looking for a resolution you were looking to hurt and bully the customer. You picked the wrong one. Your contract is a bunch of scribble for a signal asking more than 1700$ for the remainder of service after roughly 2 years of you listening in. Then having a right off on my report. You are worse than car sale. And look forward to letting people and social media know of your practices. Trust me it's going to cost you much more than 1700$. And you never received a disconnect from myself verbally nor email. You just refused to back up your offer with a simple email on purpose. Scam artists watching people's houses don't go together. Don't know how your even bonded. If you even are?

  Regards,

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

  Customer Answer

  Date: 11/14/2023

  I originally had this alarm hooked up to have some security for my house while I traveled back to ***** to retrieve the remainder of my house hold items. In haste I made a bad decision trusting that this was a legitimate company. There name was all over the equipment so I called. They get the equipment from alarm dot com by the way. And they show the prices which are about half. In my previous writings im asking anyone who reads this does it really seem to anyone reasonable that I would want a listening device in my home if I was told at the time of their contract which I still have and can show that the salesman used an unrecognizable scribble of handwriting that absolutely no one would be able to distinguish what was done. And obviously withheld information. What did happen is I inquired how much the bill would be to terminate the service after removing the system and still paying for it about the 2 year ***** Not requesting cancelation as the company stated. Lie 1. That is when we talked about the fee being lowered too 300 as it would have been close too 800 for one year left of service. And when signing was told verbally it was a 2 year service plan not 3. They didn't want to send a confirmation email with the offer of a lower amount obviously because they intended to charge full boat and lie # 2 as comes about. They let the service run even though it had no communication to run the bill up knowing there was an issue as I kept getting notifications through Alarm dot com. then charged unreasonable late fees to compound their profit when sold to a debt collector. Then the collector writing it off because there is no way id pay that in a million years hurting my credit which is really no big deal at this point in the world and probablyhelped me out in the long run lol. All it takes is a bored monitoring agent to flip a switch to listen in and if you believe otherwise I've got a bridge to sell you. They have shown they have no intention of making this right and looks like the same BS form letter they read off of when I used to have contact with them over this issue. Wouldn't trust them to watch over a toilet seat much less have access to any conversation in my home. There products are from alarm dot com and the items they were going to charge 90 dollars for each run about 15 dollars for door sensors. At the time I asked them just to send the product and I could stick it to the wall or door but they refused being they locked the system I owned up to so they could only install new devices. There are way to many better options out there that are surprisingly simple now a days to waste time and money on these types of leeches that have no moral compass what so ever to treat their customers correctly. But if you absolutely had too Id do ADT. I will be looking into legal action for fraud even though this is small potato stuff and have bigger fish to fry at the moment. Im a disabled Veteran so I have plenty of time. But if it helps anyone from getting stuck with this company I will be satisfied. And keep this in mind for people thinking of still using this company. If I would have not have owned the system and decided to move on ending the business relationship im sure this would have been multiples of thousands as they would have got me for early termination the inflated cost of Chinese junk equipment and the 6 months they let it run while trying to work it out with no communication. Which brought it to about 2 and a half years. As I said they wrote it off trying to get a customers goat that figured out their scam. Techs were nice and as I said I used to put in real systems for banks on the east coast of fla so don't hold them responsible for poor judgment of an automated soulless management and sales team committing fraud. Its real funny also they use generalities for actual dates not the actual months. Because it would show they were about over with and my assumption that the 2 years where about up was truthfull. After all it is ******* and was born hear gotta still love it and I should have known better but its got a lot worse now a days. Companies like these make it hard on good people and they get jellies out of it. Hope this helps. Do your research it will pay off big.

  Business Response

  Date: 11/14/2023

  The offer of $300 was given in error which is why it changed. We will accept the payment of $300 to clear the account. 

  Customer Answer

  Date: 11/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20860328

  I am rejecting this response because:

  Regards,

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

  I'm sitting at the computer now so I'm hoping less of the typos. As for the offer, you have already damaged me with the collection that you posted and have cost me thousands in interest on a new vehicle I've bought recently and an equity line I've looked at for my house for repairs. I'm sure your pleased with yourself for now. YOU are the only one that shows a collection on my report and now you have decided to honor the original agreement? Whether or not your MANAGMENT made the offer in error as you are saying now is irrelevant. It was made and recorded on voice during the call which I'm sure you have gone back to examine at this point. The person I talked to tried to manipulate a customer into sending an email cancelling the contract before the confirmation of the number owed and was set in stone as requested by the customer, all to make sure the company didn't have an error to later charge full boat. AS WE SEE HERE! You can either take this off my report or I will simply *** you for my damages that your report has created on an otherwise pristine payment history. And we can let this sit on the internet for others to see and understand this complaint was true in its entirety. Maybe then we will both lose a few thousand in funds. You got what you wanted, and it was to hurt a disabled veteran working hard to keep his head above water and a good name under him keeping him afloat. Be proud of yourself and your company.

• Initial Complaint

  Date:09/28/2023

  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.

  see Attached document

  Business Response

  Date: 09/28/2023

  We do not nor have we ever offered temporary service. In March
  of this year, the customer signed an agreement with a minimum term of 36
  months. We cannot know what was said at the time of sale, which is why we have
  an agreement in writing with terms that are signed agreed upon by both parties.
  The customer has the option to transfer her services to her new residence. If
  the new homeowner signs up for services, we will release her from her
  agreement. Otherwise, the agreement remains as it stands.

• Initial Complaint

  Date:09/01/2023

  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.

  Everything has been addressed and for now and satisfied for now. They have taken care of it. Thank you for your assistance. 

  Business Response

  Date: 09/01/2023

  We apologize that no one reached out to the customer sooner. We have the customer scheduled for 9/7/23 so we can address the issues accordingly.

• Initial Complaint

  Date:07/28/2023

  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.

  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. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

  one call, not just an email. I did not intend to renew my contract, and it was stated to me that the contract would go to a month-to-month plan after 3 years from the anniversary unless I called to renew it. I wish to cancel my contract due to being misled and signed up without my consent.

  Business Response

  Date: 07/28/2023

  Section 5 of the Security Services Agreement very clearly
  states in bold that the customers term will be automatically renewed for a
  period of 2 years if written notice is not received 30 days prior to the end of
  the initial term and they have read and understand all the terms of said agreement.
  We cannot go by what was said at the time of sale which is why we have an
  agreement in writing. The customer was not signed up for anything fraudulently or
  without their consent.
  We apologize for any miscommunication regarding the terms of
  the agreement and to reach a resolution, we will let this complaint serve as a cancelation
  notice and close the account.

• Initial Complaint

  Date:07/19/2023

  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.

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:  I feel insulted yall made me feel special when yall supposedly gave me an upgrade, which was a sell to me disguised as a gift for being a loyal customer. I read through the complaints and what yall did for others in BBB complaints. I paid close attention to the complaints that came from people who were customers of yours for a couple of months, what yall did for them and then now me someone who has been a loyal customer for over 10+++ years triewd to work with you a solution yall wouldnt hear it. for months I kept telling yall it would be july August yall kept saying it was fine. then I was in Hospital and it wasnt fine. I want to feel like yall ecare like yall did for the customers yall only had a couple of months with you. yall kicked me when i was down I would like to talk with owner

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  y bank accounts were not only emptied but in the negative by thousands my accounts were stolen and the amount of money was not just simple disputes it was long drawn out investigations I had no usesble accounts for over 6 months. Safetouch seemed to understand they just let us know when you can pay again I told them that they hope to have resolved by July. They said that was fine just let them know when I can resume that I had a lot to deal with not worry about safe Touch when I can we pick up where I left off and that they keeping the monitoring on but not to worry just let them know when I can resume the regular payments. I said they are talking July. Well I was do stressed that sometime in late April I lost it, and had nervous breakdown ended up in hospital for a while from all the stress. Well last week we finally got new accounts and got credited for only about 1/2 our losses but I called safetouch to resume they now say I owe thousands and I ts to late because I lost contact

  Business Response

  Date: 07/20/2023

  We did not advise the customer that they would not have to
  pay for any amount of time. We called them 11 times from February to May regarding
  this. The service was active during the time that the customer was unable to
  make payments, so they will need to pay those invoices to have their services
  reactivated. Given the situation the customer went through and their history
  with us, we will waive the $150.00 reinstatement fee bringing the total down
  from $509.10 to $359.10.

  Business Response

  Date: 07/26/2023

  The customer paid for an upgrade and signed a new agreement
  to receive it at a promotional rate. This was in no way presented as a gift. We
  never indicated that the customer would not need to pay for services they were
  receiving. They kept stating that they would call us back when we repeatedly
  reached out to them regarding the past due balance. We of course encouraged
  them to call us back as soon as their issues were resolved and they could make
  the payments, however we never stated that we would not continue to invoice
  them for active services. 

  Customer Answer

  Date: 07/30/2023

  
  
  

   

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  I waa unable to sign a new contract at the time. I told you a time frame for us to get banking back after the identity theft issues. I said July August. Yall kept telling me no Problem.  Then I went Into hospital for 6 to 8 weeks and everything yall did then was messed up. You knew we Had a target date to come back as fir as new system you need to check with sales people for what they are saying to us. Because we clearly stated we couldn't buy anything and recently a lady in your office just confirmed what I've been saying. The point it we had issues come up yall said everything will be OK  we call to resume everything and yall have now gone back on tour words. Then you now are asking for more than what thswrvice is for. I've tried to meet you half way but yall are demanding 10x more. When yall came to offw4 new system you said it wouldn't coat mlanyrhing as long as I planned on keeping service which at the time I've been with yall a long time but yall daw an opertunity while someone in hospital to take advantage of. Now and to charge ten times more than what yall said was owed to begin with you are highway theifs I've been customer over 10 years and this is how you treat us. I kept my end of bargain said July August to have all straight I called in July to resume everything and you demand more and yall told me at time in my house it was for being a loyal customer and asked if I were leaving yall anytime soon  yall just want to milk your loyal customers I had a lawyer see this and reached out to me I told hom no ill Gove yall time to fix this bit I might have to call hom back.  I called to resume s3rvice in July like I've said all this year. But now I don't know after this treatment and lies you keep saying as I could not sign a contract when yall said I did.  And when I talked with uall not to long ago someone confirmed it there. 

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 08/03/2023

  Attached is the agreement the customer signed for the system
  upgrade in November of 2021 for a new 5 year term. The accelerated amount for
  the entire term is $2832.00. Because the customer has already been with us for
  some time, we will reduce this to a 3 year term making the total payout $1543.20.
  If the customer does not continue their services, this amount will be due. We
  never advised the customer that they would be released from the terms of this
  agreement or that they would not need to pay anything. We advised him to call
  us back when he could pay. What we quoted previously here is if the customer
  wishes to reinstate their service. $359.10 is just for the services already
  rendered and the service fee for a tech to come out to reactivate the system.

• Initial Complaint

  Date:07/13/2023

  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.

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: It is not my wifi signal thats the issue and I have multiple people I know with Safe Touch having the same issue including my mother which I referred to safe touch to get service. I have already got another alarm system and i am not having any issues with my doorbell ringing as I did with their equipment. I gave them multiple times to fix the issue and it wasn’t. I even left a VM a few days ago when i called to cancel service when i was transferred to a supervisor and no one still contacted me. Their customer service is horrible and my experience as a customer with them is not a good one. I will go complain with the ******** ******* ****** if I have to and with every other agency I can if I’m not let go of my agreement. 

  
  

  Regards,

  
  

  ***** ******

  
  

  
  

  
  

  
  
  you do put in a support ticket and they talk rudely to you over the phone. I asked for a manager the rep got an attitude about it. I told her I would be filing a complaint and she said do what I have to do. They simply could not get my doorbell to work with their equipment and multiple techs have tried. I just want to be done with my contract and move on from this company.

  Business Response

  Date: 07/14/2023

  We apologize that the customer has not been contacted from
  the request via the app. Our customer service is available 24/7 and they always
  have the option to reach us via a phone call. We see we have sent technicians
  twice for the doorbell, once on 7/6/22 and again on 1/18/23. We would like to
  have a technician supervisor come out to evaluate the equipment for repair or
  replacement. We will not release the customer from their agreement, but we will
  not leave them with equipment that is not functioning so long as it is not
  something that is outside of our control such as the quality of the wifi signal
  to the camera. We will have someone reach out to the customer to schedule a specialist
  to come out.

  Business Response

  Date: 07/18/2023

  In the 2 years that the customer had service with us, we
  went out twice for issues with the doorbell. We understand that repeat issues
  are frustrating and can happen which is why we offer a warranty at no additional
  cost. Had we gotten ahold of the customer, we would have made arrangements to
  repair or replace the equipment, but they did not give us another opportunity
  to do so.  We never refused service to
  the customer, and they always had the option to reach us via a phone call for
  any issues. It is not our goal to leave a customer dissatisfied with non-functioning
  equipment. The doorbell is just one feature of the service we provide, the
  customer still had a fully operational security system outside of that.
  We will investigate the issues the customer experienced
  contacting us via the app, but regardless of that, it does not release the customer
  from the agreement they signed. 

  Customer Answer

  Date: 07/20/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: i gave them another chance to come and fix it when i reported it through the app and submitted a ticket. Almost 2 weeks went by and no one contacted me so i figured they didn’t care about retaining my services. I’ve had them for 2 years and now they still want to hold me responsible because their equipment was not working. My mom who I referred and someone else I know are having similar issues with the doorbell camera not functioning. Do obviously its their equipment. I will report this to the news station, the ******** ******* ****** and whoever else I need to but I’m not going to be liable to pay 18 months of service i no longer have but tried to keep. Their customer service is horrible and if they support ticket option isn’t working on the app then they need to get rid of it. 

  
  

  Regards,

  
  

  ***** ******

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 07/21/2023

  The
  customer always had the opportunity to reach us via a phone call. The customer
  signed an agreement to have services for a set amount of time to receive a
  promotional package at the time of sale. The remaining responsibility for the
  customer is $1706.60 for the remainder of the 5-year term that they signed up
  for. We understand that that the customer no longer wishes to have the service and that we failed to receive the request via the app. Given the issues the customer had and to reach a resolution, we will
  reduce the term to 3 years, bringing the amount they are responsible for down
  to $243.80.

  Customer Answer

  Date: 07/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  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. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  ***** ******

  
  

  
  

  
  

   

• Initial Complaint

  Date:06/23/2023

  Type:Customer Service 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.

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: It is unacceptable. The area we are moving to is not serviced by the company. We are moving to get our child the care he needs for his CANCER. We should not be told we have to pay for a service we aren’t receiving. Not to mention we obviously can’t afford to pay for this when our child’s medical bills are a thousand times more important. We have asked the company to pick up the equipment before we move out but they are refusing so I’m not sure how they intend to get their equipment? It’s also not a “favor” to allow half when the woman I spoke with on the phone stated they allow everyone to only pay half when moving. 

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 06/27/2023

  Section 17.(b) states: Because of the initial expense
  incurred by Company as a result of the installation, wear and tear and
  depreciation of the Company Equipment, in the event of default and termination
  of this Agreement either by default of Client, or termination by Company as
  provided for in this Agreement, then and in that event, Company shall have the
  right to accelerate all of the remaining payments due under this Agreement and
  the same shall include all past due installments that may be due at the time of
  default and/or termination and acceleration by Company.
  Our agreement states that we shall charge 100% of the
  remaining agreement terms if the customer closes the account early. Moving does
  not release the customer from the agreement terms. We cut the amount owed in
  half given the customers’ situation, pending them providing proof of move. 

  Business Response

  Date: 06/28/2023

  The customer signed an agreement to have services for a set amount of time and in return receive equipment at a promotional rate. According to the terms the customer signed and agreed to, we can hold the customer responsible for the entire remaining amount owed on the agreement of $673.62. Regardless of what is provided to any other customer, cutting that amount in half is a courtesy because the customer agreed to pay the full amount when signing the agreement, but we are not holding them to that, we are only asking for half. The customer still has not provided us with any proof that they are moving out of the service area.

  Customer Answer

  Date: 06/29/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: I am rejecting this response because: I have submitted proof already twice. I have asked to speak with supervisor over the phone and been denied. I was hung up on twice. No one is responding to emails. The contract does not state that if you do not service the area that we are still responsible for payment for service we don’t receive. You cannot legally leave equipment in the house when I no longer own the house. 

  
  

  Regards,

  
  

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