Complaints

• Initial Complaint

  15/01/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Liberty Security contacted me, stating that they required payment of *****, for the months of July through to December due to the fact that they had been accidentally billing someone else for these months. During this time, they had called and offered us a contract extension, which the offer of not having to pay until March 2025. We declined the offer but I noticed that no payments were being withdrawn. I emailed them with the concern that they had not taken payments, and they stated that everything was fine, and that the next invoice was scheduled for November ****. At no point did my banking info change during this time. Or at any point during my contract. I am willing to pay through to the end of my contract (April 2025), but am in no position to pay the large sum that is due, from the error of the business, even though I had contacted them when I noticed no payments were being taken.

  Customer response

  15/01/2025

  The complainant is for Liberty Security Systems, as per their website, their head office is located: 

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

  ********, AB

  *** ***

   

   

  

  Business response

  20/01/2025

  To Whom It May Concern, 

  Please find Liberty Security response to Complaint ID ******** below: 

  After reviewing your complaint thoroughly, we understand that Mrs. ***** is dissatisfied with discrepancy in the billing. We sincerely apologize for any inconvenience this may have caused. Below is a summary how we have addressed their concerns.
  On January **, 2025, we informed Mr. ***** that Liberty Security has decided not to charge them for the disputed invoices. We believe this resolution fully addresses the matter, with both parties satisfied with the outcome. Additionally, we provided the customer with a direct extension to ensure clear and efficient communication for any future concerns or issues. 

  If you have any other questions or concerns, please contact me directly at ***********************

  Regards, 
  ******* ************
  Senior Manager, Customer Experience & Operations Support

  Customer response

  20/01/2025

   
  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

  15/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Liberty Security bought out Turnip Homes. I very much do not like the contracts that Liberty Security has which is why we went with Turnip. What I am upset about is that Liberty never got my approval to continue services through them and now they wont let me cancel without a fee which is why I never wanted them in the first place. On top of it the doorbell/camra hasnt worked in over a year and Liberty hasnt repaired the equipment and yet still wants to charge us. On Sept **** 2020 we signed up for a security system through Turnip Homes. The reason we purchased through them is because the contract. Through Turnip I own the equipment and pay Turnip a monthly fee for a givin length of time for the equipment till the equipment is paid off. On top of that we are charged a surveillance fee. After the equipment is paid for the equipment is 100% mine and if I decide to opt out of the contract I finish buying the equipment and we are done. With Liberty you do not own the equipment and you sign up for a contract value and if you want to opt out you have to buy out the whole contract. I want out of this system and if Liberty has forced me into there contract against my will and now if I dont pay them or do anything they want I have to pay. This isnt right because I didnt want there service in the first place which is why I bought from turnip

  

  Business response

  26/11/2024

  To Whom It May Concern, 

  Please find Liberty Security response to Complaint ID ******** below: 

  Thank you for bringing these concerns to our attention. While we understand Mr. ********* frustration, there may be some misunderstandings about his agreement and the transition of services from Turnip Homes to Liberty Security.
  Under the terms and conditions of his original agreement with Turnip, the company had the right to assign all or part of the contract to another provider. This provision is in place to ensure continuity of service and support for customers.
  Mr. ********* agreement, now serviced by Liberty Security, includes both equipment and monitoring services for the full duration of the contracted term. As outlined in the original agreement, early termination of the contract incurs a penalty. Therefore, we are upholding the terms of his existing agreement.

  Regarding the issue with Mr. ********* doorbell camera, we sincerely apologize for the inconvenience this has caused. We have been actively working to address his concerns and have been attempting to resolve the matter since August 2023. Following this recent complaint, one of our supervisors reached out to discuss a resolution, as we remain committed to finding a satisfactory solution. We encourage Mr. ******** to work with our team so we can address these issues as quickly as possible.

  If you have any other questions or concerns, please contact me directly at ***********************

  Regards, 
  ******* ************
  Senior Manager, Customer Experience & Operations Support
  

  
  

  Customer response

  29/11/2024

  I have the original contact from Turnip it is not the same as the new contract that Liberty has. Liberty never gave the option to opt out of there services when they changed the contract. They never sent out the new ones for our review. They simply bought out Turnip and then converted all the contracts to theres and have forced me into there contract against my will and now are forcing me to pay them a sum that is much higher to get out of the contract 

  Customer response

  29/11/2024

  I have the original contact from Turnip it is not the same as the new contract that Liberty has. Liberty never gave the option to opt out of there services when they changed the contract. They never sent out the new ones for our review. They simply bought out Turnip and then converted all the contracts to theres and have forced me into there contract against my will and now are forcing me to pay them a sum that is much higher to get out of the contract 

  Customer response

  29/11/2024

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

  

  Business response

  02/12/2024

  We have informed Mr. ******** that the agreement we hold is identical to the Turnip agreement he referenced in his claim. Our supervisor, who has been working closely with Mr. ********* advised him that we are upholding the equipment cost while waiving the remaining balance for services. Mr. ******** has agreed to this resolution.

• Initial Complaint

  18/09/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have been a customer of ********************** for almost * years. When I signed up they told me if I moved, they would move my system to my new house. I moved once in 202* and they moved my system. I am now moving again and they want to charge $*** for this move. I mentioned the policy AND pointed out their own website: ********************************************************************** that specifically states my move, which meets all requirements, should be no charge.When I pointed this out, the response was "I have brought the article to my team- and we would still be adhering to the ****** move team. I can offer a ** month extension to replace the cost"I have since asked to speak to a manager to explain this further as the customer service representative told me on the phone that since it's my second move, they have to charge me. In no way was I told only * move was free and in no way is this represented in their support material. They told me it was in my original contract. When I looked, there was no such reference to more than one move, and when I asked, they told me to look at the GENERAL clause that the customer was responsible for all service charges. Again, I believe this to be a misrepresentation of their policy even when their own website outlines the conditions. I can provide the email thread if required. Thank you for listening.

  Customer response

  19/09/2024

  The contract is too big to attached.

  I have resolved this issue with the business as they are not charging me the move fee after a few back and forths.  I would however like the BBB to acknowledge that they claim to provide free moves of their system but do not indicate or tell you that it only applies to the first one.  The weblink attached shows it is their policy under certain conditions which I meet.

  Thank you,

  *****

• Initial Complaint

  06/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My credit report notified me of Liberty Security doing a hard enquiry on my credit report. Doing so lowered my credit score .. I did not authorize this

  Customer response

  08/08/2024

  I want the hard enquiry removed from my credit report here in ****** as well a stiff warning not to repeat their behaviour with anyone else 

  

  Business response

  09/08/2024

  To Whom It May ************************ find Liberty Security response to Complaint ID ******** below: 

  After reviewing your complaint thoroughly, we understand that **************** is dissatisfied with her credit being run without her consent. We sincerely apologize for any inconvenience this may have caused. Below is a summary how we have addressed her concerns.

  As part of our standard procedure when entering into a service agreement, we conduct a credit check on prospective customers, but only with their consent. Unfortunately, our Authorized Dealer was unable to finalize the sale with ****************. After **************** raised her concern, one of our customer service agents contacted her on August *, 2024, to inform her that Liberty Security had promptly submitted a reversal request to TransUnion. **************** was also advised that Liberty Security does not receive confirmation once the reversal is completed, so she will need to follow up directly with TransUnion to verify the update.

  If you have any other questions or concerns, please contact me directly at ***********************
  Regards, 
  ***************************************
  Senior Manager, Customer Experience & Operations Support
  

  
  

• Initial Complaint

  01/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Liberty Security produced invoices on my name while has not delivered any service to me or my residence. Refer me to a collection company providing a erroneous phone number and a fictitious email address. I only found out 5 years after when i was trying to obtain a mortgage and when the bank runned my record I was shocked to see it. I live in a different province and have not retained their services. This company had committed a serious illegality and a tremendous damage to me personally and financially. I need them to provide an apology letter, refund $264.53 paid in protest because they declined to clean their file which affected my credit. **** ******* ** * ******* ****** ** *******

  

  Business response

  02/05/2024

  To Whom It May Concern,
  Please find Liberty Security response to Complaint ID ******** below:

  After reviewing the complaint thoroughly, we understand that *** ***** is dissatisfied with being responsible for the balance of contract even after she had moved.

  Initially, *** ***** communicated with our Senior Collector, who reminded her of the original agreement she had jointly signed with her partner at the time. When her partner requested cancellation, the proposal was to divide the remaining balance of the contract between both parties. *** *****'s share of the balance remained outstanding until recently, when she made contact.

  Furthermore, on April 30, 2024, I sent an email to *** ***** informing her that her account has been removed from our collections agency and that we will be closing the file, marking it as paid in full.

  We sincerely apologize for any inconvenience this may have caused and empathize with any frustration experienced. However, based on our assessment, no credit adjustment is warranted.

  If you have any other questions or concerns, please contact me directly ** ************** **** ***

  Regards,
  ******* ************
  Senior Manager, Customer Experience & Operations Support

  Customer response

  02/05/2024

  
  Complaint: ********
  
  I am rejecting this response because: The service is delivered to a house not to a person. I am not residing to the address on the contract since June 2016. Liberty Security delivered the home alarm service to residence where I am not residing since June 2016 and I am not an owner. The ownership has been transferred to my then partner through a legal process in June 2016 and he had assumed all responsibilities. I have returned to Ontario in June 2016 and have changed my phone number. Liberty Security continued to invoice me for 6 years to *** ******** ***** ******** **** *** ** ******* ***** * **** ** ****** ******* ***** **** ***** ** ** ******* ** invoice a person for a service which was not delivered to such person. Furthermore, Liberty Security contacted the owner of the house where they delivered the service around 2019 and found out that I am no longer residing there so Liberty Security decided to pass a judgment and hold me responsible for a portion of the service that I have not benefited nor have I been responsible. Liberty Security is not a court and does not have the juridical power to pass a judgment to decide who is responsible for the cost of service. The court and legal documents signed at departure supersedes any wrong opinion undertaken by Liberty Security. ******** *** *** ******* **** ******* ******** ********* ** ******* ** ** ******* **** *** *** ******** ** ** ***** **** ***** 

  Liberty Security provided a fictitious email to *********  which had never belonged to me nor it is on the contract. Beside that Liberty Security provided a phone  number that has not belonged to me since June 2016 so in other words Liberty Security provided erroneous, misleading and false information to collection company, ********* and severely damaged my credit record. I was not aware of the default payments until April 30th, 2024. If I was aware I would have been communicating with them to solve the problem. Reading reviews about the company I have seen that Liberty Security enforced their contracts on new owners of residences under the pretext that the service is delivered to a house not a person so in my case they should have applied same. 

  ***** ******** ** ******** ******** *********** *********** **** Their duty was to collect the unpaid balance from the owner/resident of the house but instead L. S. decided to assume the ********* ***** ***** ** ******** After communicating with the owner and being confirmed that I no longer live there L. S. continued to ****** ********** *** invoice me on an address where I have not resided for 9 years nor have I been aware of the unpaid balances. It also look that L. S. had ******** **** ** ** ******* knowing that I have not resided at the address where they invoiced me and knowing that I have changed the phone number. Liberty Security provided a fictitious email address to the collection company. L.S. tries hard to cover up the illegality committed, but ultimately they are responsible for the injustice done to me, for my financial loss and for the negative credit caused by their wrong doing.

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

  

  Business response

  09/05/2024

  In addition to the recent rejection, I received a letter from *** ***** expressing her concerns once again. In response, I've provided a summary addressing our joint contractual obligations throughout the agreement's term, along with a detailed timeline of events leading up to the termination of services. I want to emphasize that there was no formal cancellation of the account, nor any indication that *** ***** had left the province. 

  Seeing that the full balance of the agreement was settled back in October 2019. As goodwill, we will be issuing the refund of $264.53 for the months following that date. I truly appreciate *** *****'s patience as I thoroughly investigate this matter, and I sincerely apologize for any inconvenience caused by the delay in rectifying this issue.

  Customer response

  12/05/2024

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

  Liberty Security has reported me ********** and ******* Canada with no merits as the balance was paid 2 years prior to Liberty Security referring me to a collection company. It seems that Liberty Security do not understand the seriousness of their wrong action to report a person while that person has not owe them any money. It also seems that Liberty Security does not understand the consequences of their wrongful reporting and the affect on the person they wrongfully reported.

  Due to Liberty Security wrong reporting,  I was refused to open a business bank account. The bank has placed a alert on me profile. I had an excellent credit before Liberty Security placed a wrongful reporting on me. All the above had a serious effect on me, personally and business as well. For two weeks I could not complete my business operations, could not deliver payments or receive payments. I was unable to concentrate on my business because I had to communicate with *********, **********, *******, Liberty Security, the bank to find solutions to resolve the immense affect Liberty caused me. 

  ********** has also put a general alert on me, which is still active. prior to Liberty Security wrongful reporting on me, I have always had an excellent credit and never had any issues related to defaulting in payments, collection, credit irregularities, etc. 

  All I was asking Liberty Security was to write a letter to *********** and ******* to inform them of wrong reporting and help with regaining my credit to where it was. I need TranUnion to remove / rescind the alert placed on my record due to Liberty Security wrong reporting.

  It appears that Liberty Security refuses to do so, which leaves no other alternative than legal action if their reply to this request is negative.

  Liberty Security must assume the responsibility and liability of their wrong action.

  ****** *****

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

• Initial Complaint

  05/02/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I Purchased my home in 2022, taking possession on July 1st. Upon purchasing the home we were informed that the seller had a contract with the security company that had 18 months remaining from July 1st 2022. The seller was so kind as to pay their remaining contract in full, so we would not have any responsibility for it. After moving in, on July 13th 2022 I signed a contract with Liberty Securities Inc to take over the previous account which was now prepaid. The contract I signed stated "This agreement shall have a term of 18 months" and "the parties hereto have signed this contract to take effect on 22-07-13." although verbally I was informed the contract ended on Dec 31st 2023. A notable date is 18 months from 22-07-13 is January 13th 2024. I was advised I would never pay anything as long as I provide written notice to cancel my account within 30 days of the end of the contract. I sent the required notice on Nov 21st 2023 and received written confirmation from Liberty Security Inc that my cancellation request was received. In January 2024 I began receiving overdue invoice notifications and as of today (February 5th 2024) I am being advised that my contract ends tomorrow, February 6th. This is a seemingly arbitrary date with no connecting to the contract I have signed, or the original owner's contract date. I have cancelled my prepaid account within the required time to notify, but I am being constantly emailed about overdue invoices. In order to take over the services I was forced to agree to a hard credit check, and now I worry that their clerical error will negatively impact my personal credit. In response to my last email to customer service which contained a copy of my contract, I received the extremely helpful response of "It was a pleasure doing business with you. You can pay for the invoice from the link below." Zero customer service.

  

  Business response

  07/02/2024

  To Whom It May Concern,

  Please find Liberty Security response to Complaint ID 21251249 below:
  Our Loyalty supervisor reached out to Mr. ****** on February 7, 2024, promptly addressing his concerns regarding the contract maturity date. Following a comprehensive investigation of the account, we identified a system error that failed to activate his current agreement upon installation completion, consequently leading to the future dating of the maturity date.
  In response, we have taken decisive action by terminating Mr. ******’s account and extending the gesture of goodwill by waiving the outstanding January and February invoices.

  If you have any other questions or concerns, please contact me directly at ************** **** ***

  Regards,
  ******* ************
  Senior Manager, Customer Experience & Operations Support

  Customer response

  07/02/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21251249, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  19/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Since July first I gave the company the opportunity to fix my alarm and to get a new contract. They took a long time and I needed a working alarm for my home. I have no contract with Liberty Alarm. It ended quite a while ago. August 2023 I have told this company repeatedly that I am not using their alarm monitoring services. I spoke to them on the phone saying I am cancelling. I send them an email about cancelling. I kept every month I proceeding getting charged on my credit card. I spoke to the woman ******* telling her I cancelled. She says she needed proof. I sent it to her. I called my credit card company not to put charges through. They still keep attempting to put charges on my card because I receive emails. I don’t know what else to do. Do I have to pay them forever??? I have to be in fear of getting charged and other things happening.

  

  Business response

  30/01/2024

  To Whom It May Concern,

  Please find Liberty Security response to Complaint ID 21171891 below:
  Our Loyalty supervisor contacted Ms. ********** on January 26, 2023, to promptly address her concerns regarding ongoing payments following the cancellation. After swiftly receiving the necessary documents from Ms. **********, we expedited the refund process for the overcharge. We sincerely apologize for any inconvenience and frustration this may have caused, and we extend our heartfelt appreciation to Ms. ********** for her patience throughout this process.
  

  If you have any other questions or concerns, please contact me directly at ************** **** ***

  Regards,
  ******* ************ ****** ******** Customer Experience & Operations Support

  Customer response

  30/01/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21171891, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  14/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Liberty home secutity allowed my son to hook up a home security system in my name not only did they do a credit check on me but also did one on my husband who’s name isn’t even on the thing then because my sone couldn’t pay they have put my name in collections my son had said that when they came to the door to sell this system he believed it to be a year contract and all of a sudden it was a 7 year contract I who in there right mind would agree to that so now there coming after me for over 3000 dollars and I didn’t sign anything because it wasn’t me they sold it to they need to remove my name out of the collection and fix there screw up

  

  Business response

  25/10/2023

  To Whom It May Concern,

  Please find Liberty Security response to Complaint ID: ******** below:

  Upon reviewing the circumstances, we acknowledge that both parties were signatories to the agreement. We are in the process of thoroughly examining the details of the verbal welcome call, as well as the credit checks performed on you and your son. Rest assured; any discrepancies will be rectified promptly.
  We also take note of your concerns regarding the contract duration. Our aim is to provide clarity and address any misconceptions in a timely manner. We are committed to finding a resolution that aligns with the best interests of all parties involved.
  Furthermore, we are expediting the process to potentially remove your name from collections. This matter is of paramount importance to us and will be handled with the utmost urgency.
  In order to ensure a seamless resolution, a supervisor from our team will be reaching out to you shortly. Their expertise will be at your disposal to discuss the matter further and work towards a resolution that meets your satisfaction.
  Please accept our deepest apologies for any distress this situation has caused. Be assured that we are fully committed to bringing this matter to a satisfactory conclusion as swiftly as possible.

  If you have any other questions or concerns, please contact me directly at ************** **** ***

  Regards,
  ******* ************
  Senior Manager, Customer Experience & Operations Support

• Initial Complaint

  17/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  10/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Liberty security of Edmonton is trying to charge me fees after my contract expired and after I provided verbal cancellation to renewal of contract/services.

  

  Business response

  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, ******* ************ ****** ******** ******** ********** * ********** *******

  Customer response

  19/07/2023

  
  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

  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.

*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. ↩