Complaints

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  2021-08-23 I don't have exact amounts but it's a lot over the last 2+ years Now that I have paid off the entirety of the BellMTS Smart home products and fulfilled my contract - I stopped the monthly service (monitoring center service) and now I don't have access to view the 4 cameras I have - BellMTS Smart Home said I have to continue to pay monthly to use the app - this wasn't never explained to me when I first when with this company. Even though I own the products I have purchased now, I CAN'T EVEN USE them without being on a monthly plan. **** ** *******  The company is doing nothing to resolve the issue.

• Initial Complaint

  04/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are writing in regards to an issue which we have been unable to resolve by contacting the Bell MTS Smarthome service line operating as *** ****** here in Winnipeg. Our customer number is available upon request. We have recently had several issues with our home land line on which the alarm system relied. The issues with the land line have since been resolved, but we decided to change alarm providers to another who is offering us a good deal on cellular connectivity, so we ended our service with *** ******. Our new alarm contractor came to take over the equipment and attempted to use the standard installer code to reprogram our ********* alarm panel. They have found that *** ****** changed the default installer code. They suggested we contact *** customer support as we had paid for the equipment and own it outright, and therefore should not be locked out of our own system. Without that code, we are unable to use the system and would require the replacement of the alarm panel for which we have been quoted upwards of $**** We have made multiple telephone calls to the customer service line at ************. Including the following dates: on June 6, 2024 at 10:15 and 10:58 a.m. and on June 10, 2024 at 9:24 and 9:39a.m. I have spoken with multiple customer service agents and finally a manager who identified as “Jennifer”. On all occasions we were told that they did not have access to the changed/updated installer code even after verifying our identity. On June 10 we were provided a an alphanumeric code which is not an installer code, we advised Jennifer the manager who provided this code to me that this is incorrect and she rudely told me there was no other information available and ended the call. We followed up via email to Bell MTS on June 22, 2024 without reply. We find this assertion that *** ****** do not have the changed/updated installer code highly unlikely as otherwise they would be unable to service the equipment had it been required.

  Business response

  18/07/2024

  For security reasons we do not give out the installer code, in an effort to assist we went against policy and provided you with the 2 codes that it would have been used and neither worked for you. Any alarm company should be able to override or replace the unit. We do not have any other codes to provide at this time. During our phone conversation I provided you with both options as well. I do apologize for any inconvenience this has caused.

  Customer response

  21/07/2024

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

  We acknowledge that if this is a shared or common installer code they may not wish to provide this directly to customers.  As indicated in our initial proposed resolution options, we would accept them returning to our property at no charge to us to reset the installer code to the default and based on their response, this would avoid their security concerns.  
  

  We can also confirm that the model installed in our property is a ********* ***** **** which has a setting that allows companies to block any back door access to the system to prevent other installers from overriding the installer code via normal programming methods.  This  information has been confirmed by multiple other alarm company representatives and is the case for our particular unit which was done by *** ******.  As a result, the only solution is to have the company with the original installer code provide it to us or reset it to default and remove the setting that prevents the installer back door access.  Otherwise we must replace the panel board as the other companies have suggested.  

  Again, we stand by our statement that we own this equipment outright and by refusing to reset the code, *** ****** is preventing us from accessing this alarm system.   We remain customers of Bell MTS for other services and do not understand this response which seems to suggest that we simply have to replace functioning equipment which they have locked.  

  
  Sincerely,
  
  Melanie *** ******* *****

• Initial Complaint

  27/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had previously contacted this business and provided a credit card for automatic debit. This was not completed by the business. I did not receive statements for 3 months, received same on March 4th 2024 stating I had not paid my bill in 3 months. This was due to the fact I had provided this company with my ********** for automatic withdrawal. I contacted billing and they informed me this information was not correctly saved to my file. Also I contacted the technical department months ago for support with changing a battery and fixing the cameras that have not been working on my property and was informed I would have to pay a service fee for coming out to fix the services they provide. They also were not able to accommodate this request on an urgent basis and I was emailed trouble shooting information instead. The information emailed was difficult to follow and set my alarm off, resulting in the monitoring company calling me and despite changing the battery, I continued to receive low battery notifications every 15 minutes for the past few months. Today I paid the 3 month balance for a service I am completely unimpressed with and supports not received.

• Initial Complaint

  17/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I have called this organization three times asking for a manager to call me back. They have not called me back. This is regarding a safety issue. When you call the alarm monitoring centre, you have to listen to a long message about how *** ****** has changed their name. You cannot press 1 to get to the monitor centre until the message is completed. This is not a problem with my Bell cell phone or my Bell MTS phone, this is a problem with their system. This is a problem if you want to cancel, for example, a fire alarm, and an unnecessary drain on public resources. I would like this issue fixed. Thank you.

  Business response

  17/01/2024

  Thank you for your feedback - we are unfortunately required to notify our customers that their call is being recorded and why it is being recorded. Once that message is complete you can select option 1 for our central monitoring center. Our latest technology provides our customers with 2 way voice should an alarm event occur thereby avoiding the telephone call entirely. 

  Customer response

  17/01/2024

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

  Thank you for the response. Understood that you must comply with all applicable laws, etc.

  Point #1:Under PIPEDA, ***** * ******* ******* ****, "The organization must inform the customer that they are recording a call, clearly state the purpose of the recording and ask for their consent. It is important to get the customer’s consent in several ways to ensure that their consent is meaningful. For example: verbally; by the customer pressing a number on the keypad (in the case of automated messages); and with clear messages on monthly statements. (For example: If you have any questions about your bill please call 1-800-XXX-XXXX. Please note your call will be recorded for XX purposes.)." Why can't you put the fact that the monitoring centre is recording on the bill?
  

  Point #2:The messages states: "Welcome to Bell MTS Smart Home and Bell MTS Security and Automation previously called *** ****** at Bell MTS company. Your call may be recorded for quality assurance, training, or for legal purposes. To speak to the monitoring centre, press 1, to speak to a sales representative, press 2. For all other inquiries press 0." Why is it necessary to state: "and Bell MTS Security and Automation previously called *** ****** at Bell MTS company" and can't you just say "Your call may be recorded for quality assurance or for legal purposes." Quality assurance covers training, does it not?

  This really is a safety and public resource issue for me and, now being cognizant of why the message is necessary, am hoping you take my constructive criticism into account. Thank you.

  Sincerely,
  
  Tom ******

  Business response

  17/01/2024

  Your feedback is important to  us. I have shared your feedback for consideration.

• Initial Complaint

  12/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My name is Dean and I am a social worker working with Kathy who has a significant billing dispute with *** ****** regarding her mother’s account Eileen. Eileen has passed and her daughter Kathy is the executor of her estate. When Kathy took over Eileen’s estate she cancelled the home phone service with Bell MTS and at that time was not informed that her service with *** ****** was connected and would be affected. Kathy was unaware of the alarm service was connected to the phone line and later learned that she continued to be billed for a service she was no longer able to receive. Kathy received no correspondence from April when the phone was disconnected to the present date from *** ****** or Bell/MTS notifying her that cancelling the phone would directly affect her alarm service. Kathy first learned her alarm was not working when she contacted them because her alarm was tripped and was making noise. *** ****** informed Kathy that service for the alarm continued but was non-functional because Kathy had cancelled phone service and Kathy expressed that she was not informed at any time. Kathy discussed a refund for the period she was billed and was told she could only receive a credit for Bell/MTS Mobile Service and at the time Kathy was not satisfied and wanted a cash refund. Kathy and I talked to customer service at *** ****** twice and were given different resolutions. The first time we called we were told that the credit was moved to *** ******** but we called MTS and they confirmed that part is no longer active. On the second call we were told that we were not supposed to get a credit and that it was a mistake for a credit to be given and that it could not be paid out. We are requesting a cash refund in the amount of $***** and Kathy has closed her account with *** ******* 

  Business response

  13/10/2023

  We will refund the amount of $*****. Please provide the mailing address that the refund cheque is to be mailed to. I can be reached at *************

*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. ↩