ComplaintsforSmart Home Security

• Initial Complaint

  06/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I just bought a house as I was moving in a guy from adt came to the door. We told him we were not interested and he kept pushing as I was on the phone with my own job he was talking and he had Mr **** a **ntract without knowledge. I've called and explained this to them and they refuse to let me out of my **ntract. The alarm sets itself off when we open the garage door. I ** tasted them and told them that the person they spoke to is no longer a resident here but had my signature on file. I never even spoke to the salesman I can prove I was on the phone e the whole time he was at my house. I need help. I do not want their services. The alarm is faulty and having g to make it to it all hours of the night when it decides to go off is ridiculous. I asked to speak to higher up after I got off the phone with the 2nd person after being told I **uld cancel and have to pay 100 percent of the fee when the **ntract states 75 percent. I also called the day before and the lady I spoke to said she **uld help me cancel the ac**unt and never mentioned anything regarding a fee. I've reached out to the salesman with no answer.

  

  Business response

  06/06/2023

  The customer entered into a contract with the following company who handled the sale and installation of the system.
  
  Smart Home Security LLC
  ************************************************************-1540
  **************
  
  Please forward this on to the correct company.

  

  Business response

  06/12/2023

       We spoke to this customer for the first time last week after being in service and monitored for the past 6 months.  She expressed her concerns with her system stating the issues mentioned above.  We offered to send a technician out to resolve the issues, but the service was refused.  We asked if she had called ADT directly when the system was malfunctioning for a service appointment and she stated that she did; however, it seems she called in for service, but decided to cancel instead.  Therefore, the problems persisted.  We explained the termination process and termination fees (which are 75% of the remaining service charges on the contract) and this is when she explained she wasn't involved in the original sale.  Unfortunately, all we see from our side is the signed initial contract, the installation of the complete system (which was allowed), the deposit paid for the system on the customers provided card, and the monthly rates paid for monitoring.  Normally this constitutes agreement with the service.     

       The point of the contract is so we can recoup our initial investment from the system.  We install over $1000 of new security equipment, pay sales reps, pay installers, and we only charge a monthly monitoring fee of roughly $64.  Therefore, if someone calls in to cancel prior to the contract completion, we are losing a lot of money unless we have termination charges.    

       For this specific scenario, In speaking with the customer about the events, it seems her live in boyfriend could be the one who may have signed the agreement and provided all of her private information.  We explained to the customer that we would forgive her termination charges if we can reach her boyfriend and collect termination charges from him.  This customer stated she would have the boyfriend contact us to discuss and that is where we left off.  

• Initial Complaint

  11/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  MISSED PACKAGE DELIVERY SCAM FRAUDULENT NOTICE LEFT ON FRONT DOOR WITH PHONE NUMBER AND TRACKING NOTICE MADE TO APPEAR AS IF IT WAS LEFT BY UPS WHEN I CALLED THE PHONE NUMBER THE MAN SAID THERE WAS NO PACKAGE AND TRIED TO SELL ME ADT SECURITY SERVICES THE PHONE NUMBER ON THE NOTICE IS ************ AND REGISTERED TO ****** ******

  

  Business response

  11/21/2022

  We apologize to this customer if our "Sorry We Missed You" notes made them feel this angry.  That is obviously not our intent.  These notes have been approved by the office of the Attorney General of North Carolina, otherwise we would change look and wording to meet their standards.  I have included a copy of the note in question for reference.  They actually include our business address across the bottom and no where on the slip does it mention any missed delivery, package, or any other company such as ****  We are in the business of residential sales, and it's our sales representative's job to have conversations with new homeowners. When we stop by and no one is home, we leave these notes so the homeowner can reach us.  It is a very cordial phone call that explains who we are and why we stopped by.  If there is no interest from the homeowner then they are simply removed from our list.  I'm sorry this customer felt deceived, but in no way is the note intended to be deceptive.  It mentions nothing of a package and simply says "Sorry We Missed You."  The tracking number provides the sales representative specific information about the house such as location, if there is an existing security system, the date he/she stopped by, etc.., which is vital to the phone conversation.

  We have removed this customer from our database as is standard with homeowners who are not interested in our services.  

  Please let us know if there are any additional questions or if anything further is needed.

• Initial Complaint

  09/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Beginning in October 2021 I began paying a bill each month in the amount of $63.99 ($767.88 total as of 9/28/22) for an in home security system. The installation was never completed and the security system is still not functioning. After numerous attempts of trying to get someone on the phone, I finally spoke with a representative on 9/15/22 and she informed me that someone is scheduled to come to my house between 8am-11am on Tuesday 9/20/22 to complete the install. I waited all day on 9/20 and no one showed up. I called the business THREE times and left a voicemail each time that day and still have not received a response. This company is a complete ripoff, charging a bill for a service they have never provided in a full year. I want to terminate my contract immediately so that I can get a functioning security system and I would like a refund of the money that I've already paid for the past twelve months. Charging money for a service that was never provided is not only ripping people off but it is completely illegal. I want to see some action to make this right very promptly, as I am scheduled to leave the country in less than two weeks and it is imperative I have a functional security system at that time. I have no desire to be in business with this company any further since it is obvious they are the HARDEST people to reach and cannot hold up their end of the contract within a years time.

  

  Business response

  10/13/2022

  I apologize for not responding to the original correspondence as I didn't realize it required a response.  We actually reached out to the customer that day and were able to resolve the issue.  Since the customer had finished their home remodel, we scheduled a service call to install the remaining equipment that was owed.  That service has been completed.    

  Customer response

  10/13/2022

  
  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

  09/13/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Sales rep did not disclose his employer on his 9/12 visit. I said I was already working with another dealer, but that he was welcome to send me a quote based on looking at the house. He managed to be pushy at the same time as he was downselling me on *** products (which is an impressive feat in its way, but I suppose reflects employee incentive structures). When I received the document as requested, I found the name of the dealer and decided that I did not want to do business with an out-of-state company with multiple negative reviews for shoddy work, poor tech support, and questionable practices. I declined to sign the agreement, but I have now been registered as this company's customer and am locked out of proceeding with a different dealer. That means I either have to wait a month before installing an *** security system or have to go with my second choice, because I do not want to have any sort of contract with this business.

  

  Business response

  09/13/2022

          I am not sure why this needed to be a BBB complaint because we have been nothing but responsive to the customer's request.  This customer met with a representative yesterday regarding smart home security services. She sent in ONE email request after normal business hours to cancel the account after deciding not to proceed, which we still replied to just over 1 hour later acknowledging the cancelation.  We have attached a copy of the email exchange showing the very cordial interaction and response time frame after hours. In addition, this customer is not locked out of proceeding with any other company or any other *** dealer.  If another *** dealer is telling you they cannot proceed and that they have to wait 1 month, they are misinformed and we would be happy to explain that to the other *** dealer.  We understand that this customer doesn't want any contract with our business and that I why we canceled the account upon first request. 

         As far as the company reviews and company location,  we have a 4.9 google rating and A+ BBB rating and, yes, we are headquartered out of this customer's state as we are one of the larger *** Authorized dealers in the nation. 

   

  Customer response

  09/13/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  According to a different dealer, *** corporate prevents me from moving forward for a period of 30 days because Smart Home Security ran a credit check on me. I DID NOT AUTHORIZE A CREDIT CHECK. I appreciate the cordial email response, but it does not change the fact that sales rep's behavior was unethical. I don't know if Smart Home Security is mistaken about my being able to proceed with a different dealer, or if *** is mistaken about not being able to take me on as a customer. Since Smart Home Security has behaved unethically already, I am more inclined to believe ***. On top of that, *** has no incentive to decline my business, whereas Smart Home Security presumably wants a complaint to go away.

  So no, this response is not satisfactory. The situation remains unresolved despite Smart Home Security's words to the contrary.

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

  

  Business response

  09/14/2022

  I am truly sorry if you feel the sales representative wasn't straight forward with you.  That is obviously not how we want potential customers to feel, and it is not how we train or "incentivize" our employees to act as you suggested. I know you say you did not authorize a credit check, but the only way we can run a soft credit check is by obtaining the last 4 digits of your social security number and your birthdate, which you did provide.  You also provided an email address, emergency contact information and outlined the equipment that you were interested in having installed.  Regardless, upon first notification from you, we canceled the sale and responded to you accordingly.  

  The claim that we are preventing you from moving forward for a period of 30 days is inherently false.  As was stated in our first response we would be happy to speak directly to *** and explain the rules of ***.  If they are stating they cannot move forward for 30 days then they are simply misinformed or they are doing so for their own benefit.  You can have someone from their company reach out to me directly (**** ********.  I am sorry you have been put in the middle of this but we are trying to be straightforward and help you get this resolved.     

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called to cancel my alarm services. I was forwarded to Smart Home Security (###-###-####). I discussed the cancellation with this company and was advised of the cancellation fees that would be assessed "once cancelled" I was placed on hold and the manager there attempted to process the cancellation fees from my account 4 times while I was on hold. If an account has not been cancelled you are not able to process a cancellation fee. I was then alerted by my bank about the charges that were attempted. I called back to Smart security and spoke to "*******" and was advised that if you advise that if you want to cancel they were able to draft cancellation fees. I then contacted *** and was advised that cancellations fees can not be added until 30 days after the cancellation, I then called Smart Home Security and was advised that the manager ********) would listen to the call and verify what his representative said, then minutes into the call stated that he does not have a recording to listen to. I want to file a complaint about his actions and the illegal action taken to process fees that were not authorized. Please advise what steps are to be taken.

  

  Business response

  07/28/2022

  This customer called into our office, as she stated, to cancel the alarm services.  Our phone representative explained the contract termination charges to this customer for canceling within the initial 36-month contract. Our phone representative did place the customer on hold a couple of times to ask some questions regarding termination as well as gather some options to keep service and avoid termination fees.  The customer stated that they just wanted to cancel and that they had no intentions of paying termination.  It was explained that if no payment is received the total would be sent to a collection agency.  The customer stated that they didn't care about collections and then just hung up on our phone representative. The call began at 10:43AM on Tuesday, it lasted 16 minutes and 24 seconds, and ended at 10:59 AM.  I've attached a screenshot of the call details.  After the call, our representative notified our staff that this customer wants to cancel.  We emailed a cancelation to *** to process the termination of services, and at 11:05:37 AM EST we attempted to process termination fees.  I have attached a screenshot from our merchant account showing the timestamp on the credit card submission.

  
  I have also attached screenshots from the customer's contract outlining the automatic payments that she authorized with her signature.  As shown in Section 2 under Automated Payment Plan, it states that the customer authorizes our company to charge the credit card provided for all service charges and any contract termination charges associated with the agreement.  Lastly, I have included a screenshot highlighting the Early Termination clause of the contract stating the customer is aware that they will be responsible for 75% of the remaining total monthly service charges if they cancel during the initial 36 month agreement.  This section also states "This amount is a contract termination charge and is not a penalty. The amount is payable immediately in full." 

  
  This customer's claim that we attempted to charge her card while on hold with our representative is completely false and is proven so in the attachments.  The customer called back in to complain about this fact and it was again explained that we did not attempt to charge her card while she was on hold and we can prove it by the call log info.  The customer hung up on us again after stating she would notify the BBB. 

  
  Lastly, the charges were declined on the customer's card and that total will be forwarded to a collection agency if not resolved in the very near future. 

   

  Customer response

  07/29/2022

  
  Complaint:******* *

  
  I am rejecting this response because:  The information is inaccurate.  I bank with ****, I am a veteran and when there is an attempt on a account that is not recognized, you're contacted immediately.  I contact my bank and was provided the date and time of the transaction (s) took place.

   

  1st 10:05 - $1079.82

  2nd 10:05:36 seconds later for $999.00

  3rd 10:05:43 seconds later for $500.00

  4th 10:05:51 seconds for $250.00

   

  I called back on 7/27/22 and the representative advised me that the payments were processed by her manager at that time.  Still I had not called to disconnect the service prior to the payments being attempted from my account.  According to their own policy and *** cancellation policy, You are not able to process a cancellation fee prior to the account being cancelled.  I had not called to cancel prior to 10:43 on 7/26/22, my bank is showing fees attempting to be processed prior to that time and so does the information that smart home security sent as well.  Please advise of what further steps are needed to proceed.

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

  

  Business response

  07/29/2022

  I believe what this customer is failing to realize is that those times she provided are Central times.  She lives in, and we are located in, the Eastern Time Zone.  The time stamps that we included in our initial response to prove that the charges were made after her call and after we sent up the cancelation of her account are the same times she provided, but in Eastern Standard Time (the correct time zone).  **** is headquartered in Texas, which is in central time, so that may be the reason they provided their log in Central Time.

  The Credit Card transaction time she provided of 10:05:37 Central Time is the same as the time we initially provided 11:05:37 Eastern Time.  Her call ended 10:59:24 AM EST.  We have again attached all documents from our Vonage call system and **** ** ******* Merchant services account with their time stamps as proof. 

  Customer response

  07/31/2022

  
  Complaint: ********
  
  I am rejecting this response because, I was told that the service could not be disconnect through their office.  I was referred back to the corporate office to discuss disconnection.  If the payments were not processed while I was on the phone, then that is my error.  The reason I believed that was that my bank (****) called me literally as I ended my call with Smart Home and advised me of the fees.  When I spoke to the representative from smart home, I was told that I could not cancel the service through their office that I would have to contact corporate, which I did not do so till the following day 7/27/2022.  I then asked the representative there about the cancellation and was advised that cancellation fees can not be processed until the account has actually been cancelled and a final bill has been generated and that occurs at least 30 days after the request.  The manager from smart home also stated that the representative told him that I didn't care about the fees and to go ahead and charge my account, that was never said, he (the manager) originally stated that he was able to listen to the call and hear the conversation, I then told him that I would request access to the call per **** and he then states that he didn't have an actual recording (which would be helpful to elaborate on what was said).  Either way, according to ***, Smart Homes cancellation policy, and South Carolina law you are not able to process a cancellation fee before the account has been cancelled.  I reject their response. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  11/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We got our *** security system installed in May by the installation tech. He caused multiple damages to our home. He fell through our ceiling while in the attic, wired our smart thermostat incorrectly to where the heat will not work (recently learned upon trying to turn on the heat for the first time since installation), cracked our door frame while drilling a magnet for the door sensor, and drilled a hole through the wall from the outside way off where he should have. The ceiling was repaired and further damage was done to the wall when trying to fix the hole coming from outside and now the exterior camera is no longer working that it is wired to. We have tried contacting the regional manager, *********, multiple (more than 10 times) and the salesman, ****, on our account multiple times to get the issues resolved. The regional manager has continued to ignore our calls and emails and will not return voicemails. We just want everything repaired and working correctly.

  

  Business response

  12/29/2021

  Business Response /* (1000, 20, 2021/12/13) */ Good Afternoon, The last service we performed was in August and we have not heard from the customer since. We have reached out numerous times over the last couple weeks since this complaint was submitted, but have yet to hear from the customer and we have left several messages. We called both the primary and secondary numbers we have on file with no luck. We would be more than happy to come out and resolve whatever issues the customer is experiencing with the system, but we just have not been able to connect. We will continue to reach out to resolve.

*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. ↩