Complaints

• Initial Complaint

  20/01/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  In Oct/Nov 2021 I signed up for the service with Securtek. I was renting a unit at **** ******** *** ***** **** ***, Scarborough ON. In January 2023 I moved to *** ******* *** Scarborough ON. When I moved I attempted to cancel the service. At that time I was advised that I had signed a 3 year contract and would need to remit the balance or continue with the service until end of the contract. I agreed to continue with the service at the new address. June of 2023 they sent me a notice of payment in areas even though they were automatically withdrawing money from account every month. I called to resolve the issue. They advised that with the move (6 months prior) they had not updated their records correctly, and that they would rectify. Which they did. I moved again in the summer 2024. I reached out to SecurTek end December 2024 to cancel the service. At that time they advised me that I had an obligation with them until January 2026. And would have to pay for the year. Same tactic they applied when I first tried to cancel. I tried to advise them that this could not be the case. There should have been no new contract. Especially since the 1st contract had not ended, and was simply carried over to a new address While they sent me a confirmation of cancelation on January 2, 2025, they followed that up with an invoice for $****** for payments for Jan 2025 to Jan 2026.

  

  Business response

  21/01/2025

  Thank you for your inquiry to the Better Business Bureau (BBB). 
  
  SecurTek is committed to delivering excellent customer service, and to investigating all customer concerns in a timely manner. We also want to ensure all customers are informed of their contract situation, monthly pricing, and expected termination date as we understand how important this information is when moving to a new address.
  
  Following a review of our records, we can confirm that you first signed up for SecurTek services in November 2021. At that time, you signed a 36-month contract for monitoring services for your location at **** ******** *** *****
  
  Before the conclusion of this contract, you contacted SecurTek Customer Care on January 6, 2023, to request service cancellation due to a pending move. After advising you that there were still 22 months remaining on your contract term, you were provided with two proposed solutions to either relocate your existing system and contract to your new location, or sign up again as a new customer in the new location if you did not have access to the equipment, or did not want to pay a technician to relocate and re-install your existing equipment.  
  
  From the information and records provided by the installer, it appears you opted for the second option, and, on January 20, 2023, you signed a new 36-month contract which we have enclosed for your information. Our records also show there was a new security system installed at your new location. The original system at **** ******** *** **** was a Qolsys IQ 2, whereas the new system located at *** ******* ** is a Qolsys IQ 4. 
  
  As a result of the new contract, your new term end date was updated to January 2026; This is why you were issued a final invoice for the remaining contract obligation of 12 months when you recently decided to disconnect service.
  
  We do understand that moving can be a stressful time with lots of decisions to be made. If you are not able to relocate your monitoring services to your latest address, SecurTek Customer Care is willing to explore different options with you to find a resolution including reducing your final amount owed on the contract obligation. To discuss this option further, please call 1-************. 

  Customer response

  22/01/2025

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

  I did not accept a second option. Nor was I provided any instructions as it relates to a second option.

  I was specifically told I would could cancel and get no service, and have to payout the remaining two years. Or just continue the service at the new address until the agreement ended.

  When the tech called to set up the appointment to install at the new residence, they were supposed to go to pick up the equipment at the old residence first. The tech advised that it would be easier for them to just install what they had at the new residence, and they would contact the realtor from the old residence to get the old equipment. I gave the tech the realtors contact information so they could do that. There was no discussion around if I wanted new equipment I would have to sign a new contract and the old one would end.

  It makes no sense. Why would I sign on for more time when I wanted to cancel the service in the first place.

  There were issues there as well. As the company that initially provided me the service and did the install was not the same company that installed it the second time. The first supplier supposedly no longer worked with SecurTek. And it took SecurTek over two weeks to get a new supplier to reach out to me. When the tech arrived he told me I was only signing for the equipment. And he did not leave me with a copy of the agreement. 

  I will mention this again. SecurTek continued to charge me, withdrawing money from my account until July 2024. If the new agreement was in effect, then why did the changes to the account only go through in March 2024? I say March 2024 because in June  2024 I received a notice from SecurTek advising of missed payments. Which was odd since the payments were automatic withdrawals, that they had been taking up until July 2024. I provided them with evidence of the payments in June 2024. But they still took a payment in July 2024. That means SecurTek made the changes a minimum of 2 months after the this supposed knowledge transfer of a new contract? If there really had been a new contract I would have had to resubmit my banking information and that would have raised some flags that something was wrong. That did not occur and they never mentioned why they suddenly created a new account under my name. Every impression they provided was that the original agreement was still in place. And they knew full well I was planning to cancel at the end of that agreement.

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

  

  Business response

  27/01/2025

  Thank you for your reply and providing additional information about your experience.
  
  All customers when relocating their SecurTek services should be provided with the option to either pursue a new contract or to relocate their existing equipment so they can follow through on their existing service agreement. This information is typically shared verbally by either the dealer or by a SecurTek employee when speaking with the account holder.
  
  Considering the length of time that has elapsed since your initial move in January 2023 and transition of your account from SecurTek authorized dealer ***** ******** to Protect 1st for day-to-day support, we acknowledge there are challenges in confirming all aspects of your claim and obtaining a full history of your individual interactions with employees and technicians.
  
  Following your first move in 2023, SecurTek continued to deliver services to you as promised. We also worked diligently to correct the unfortunate error involving your billing. Since the new contract was linked to a newly created account instead of your previous one, monthly charges did proceed temporarily under both accounts. We regret this error. Once this discrepancy was brought to our attention, we took the necessary steps to close your old account and continue billing under your new account. 
  
  On January 27th 2025 , a SecurTek Customer Care Manager reached you by phone to find a mutually agreeable solution allowing you to conclude your existing relationship with SecurTek. We wish to thank you for your patience while we investigated this matter.
  

  Customer response

  28/01/2025

  
  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.

  Their marketing representative reached out to me and confirmed they have closed the account with no balance owing. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  13/09/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On the 23rd of July 2024, ****** ******** came and installed 2 cameras, a doorbell camera and a panel display in my home, the installer told me to check my email, and I saw an email from a company called SecurTek I with a contract I asked who is this the installer told say that's the company that does the monitoring. * **** ** ****** ** *** ** ***** **** *** ******* ** **** ******* *** *** ******* **** **** ***, I then called the sales rep that I spoke with and voiced my concerns and he reassured me that SecurTEK have over 20 vendors and it's the vendor, not the company itself **** ***** ********* *** ****** ******** ****...I asked him again if he was sure because I thought ****** did their monitoring he said yes. I told him I was not particularly eager to buy anything unless I researched the company. After installation my husband came home and set off a random alarm without telling me so I put in the passcode immediately, no one called, on the 5th of August around 11:15 pm the alarm went off and it showed a bedroom window no one called for 17 minutes, next day I called **** and told him what happened he said that is unacceptable...I asked him to pls send the installer to come and uninstall the unit because we are not happy, he asked me to give him a chance to investigate, and that he would get back to me the next day I call no answer until I had to call and get upset for them to call me back..he told me that the manager from SecurTek asked for another chance and asked me to send off a random alarm and if no one call within 2 mins they will come and remove the unit and cancel my contract I did as I was told by Mr. ******, no one called us for 20 Mins. I then called the next day and told him to come and remove the unit, the installer came and he even set off a random alarm and no one called for 16 Mins.. he shook his head and told me that it was not good. After they took the unit SecurTek still held me to the contract. I need your help, please. Thank you

  

  Business response

  20/09/2024

  Thank you for your inquiry to the Better Business Bureau (BBB). 
  
  At SecurTek, we are committed to providing excellent and responsive customer service. ** ** ******** ******* ** *** **** *********** ******* ** ******* ****** *** ****** ***** ******** ***** *** *** **** ******** *** *********** ********* ****** *** ********
  
  We regret to hear you had a less than ideal response time following an accidental alarm at your home on August 5, 2024. We can share that the callback time you experienced of approximately 17 minutes was not within our standards. As such, we have focused additional resources on bolstering our monitoring team for your area, including hiring more attendants, as well as implementing other measures to prevent such delays in the future. 
  
  In your concern, you mention that you interacted with an individual who assured you that you could exit your contract without penalty and have your equipment removed should our alarm response time exceed more than two minutes during the next incident. You also note you were instructed to intentionally set off your alarm at your home as a way to test response times.
  
  SecurTek has not been able to verify this interaction to date. In fairness to all our customers, however, it is important to note that we do not provide for early contract termination due to response times as these can be impacted by a variety of factors. While response times are very important, it is also worth bearing in mind all alarms are handled in priority sequence and life safety alarms such as a panic or fire alarm will always be responded to first.
  
  We acknowledge this is an unusual situation and your equipment has already been removed by the installer. Following receipt of your request, we’ve also processed the cancellation of services and a final invoice for the remainder of the contract will be automatically issued later this month. 
  
  Until we are able to complete our internal investigation and obtain all necessary details from ****** ********, we will manually hold your final invoice. If we determine that you were incorrectly advised by your dealer, we will work with them directly to resolve this situation. A SecurTek Customer Service Manager continues to oversee your file and will reach out to you directly by October 4th 2024. 

  Customer response

  07/10/2024

  
  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

  07/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I called ********* ******** ******* for a home security monitoring system 2 years ago . ****** from ********* sold me a monitoring service from securtek. I was told I can cancel at anytime. I signed a contract that says clearly I can cancel at anytime in big letters. I tried to cancel Aug 7th 2024 and they told me sure I can cancel but they will continue to bill me ** ******* a month for the next 2 years to fulfill a 4 year contract. Apparently in very small print it say they are able to charge me even though I can cancel. **** ** ********* ***** *** ********** *****. Never was I told about this and you would have had to decipher this contract with a lawyer to understand the “trick” they wrote into this contract. * **** **** **** ***** **** ****** **** **** **** ***** ******* ******* **** *********** *** ********* *** **** ** * *** **** * ********* **** ******** ********

  

  Business response

  12/08/2024

  Thank you for your inquiry to the Better Business Bureau (BBB). 
  
  Upon review of your account history and your complaint, I understand your reason for cancellation is due to the sale of your home. In your conversation with SecurTek Customer Care on August 7, you were advised of your remaining contract obligations and were given the options of either transferring the contract to the new owner or relocating your services to your new home. You declined these options and requested a copy of the agreement which was sent to you by email. You further confirmed that you would still like to proceed with the cancellation of your account. 
  When customers sign up for home monitoring services under contract, it is important to note that they are provided with a copy of the contract for review and signature. In fairness to all our customers, it is important that we apply the Terms and Conditions of Service equally to customers. In your case, the Terms and Conditions stipulate that applicable termination fees will apply if services are concluded prematurely. There is no evidence to suggest that you were improperly advised of the applicable termination fees and contract length, and you were provided with all the correct documentation. 
  
  While we are never happy to see customers go, SecurTek Customer Care received your cancellation request on August 7th, 2024, which is currently being processed. Early cancellation fees of $***** (plus applicable taxes) will apply. Should you wish to discuss your account further, please contact SecurTek Manager ****** **************** directly at *********************** as she has been assigned to oversee your file. Ms. **************** can also ensure any additional information about your case is properly assessed.
  
  SecurTek

  Customer response

  12/08/2024

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

  I did not cancel the service. I told them to send me the contract so I could read it. Send proof I cancelled the service on that phone call. 
  

  I found someone to take over the contract. Why would I cancel the service when I was upset and confused being told of a policy I had no idea about. **** **** ***** ********* *** **** ****. 
  

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

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

  

  Business response

  15/08/2024

  Thank you for your additional comments.

  
  SecurTek will work with you to transfer the contract to the new owner. This process is designed for instances like these where there is a sale of the home and no need to relocate services. Rather than being held to the remainder of their contract, customers can transfer that responsibility to the new owner. 
  
  We are pleased that we have been able to find a workable solution. We will continue working with you until this transfer of services is completed and finalized.
  
  SecurTek

• Initial Complaint

  25/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear sir / Madam, Re: ********* **** ****** **** ****** *** **** ** ** ****** *** *** *** *** **** ********* **** is an indoor playground located in Milton, Ontario. New owners take over the business since May 2022, with the same trade name and telephone number. We made new agreement with ****** for our internet and phone service since June 2022( billing account No ***********) and agreement with Securtek Monitoringfor alarm and camera system. A day, last month, there was a continuous beep and kids and customers were so scary. We called the company and said they will send somebody the following week. When the technician came to the location, he was not able to fix the alarm and said that the last signal received was in November last year and you have changed the internet connection from **** to another company. We told him that we did not change any connection and we are with ****** since we took over the business 2 years ago and since there is no service from November as you said, why you are taking the monthly payment($******) for more than 8 month, please adjust this with the billing department. Surprisingly, we did found the payment taken from for the following period from our account, we call them on June 14,2024 to discuss the situation, the guy insisted that we have changed the connection and we have to purchase an apparatus for more than $*** + tax to fix the problem and said your contract is 3 years you have to pay even if there is no service. According to these information, since we are always with ****** since the start of business from June 202 till present, it seems that there was no service during the whole 2 years and they are charging us the monthly payment. Thank you for you help and support, Regards.

  

  Business response

  26/06/2024

  Thank you for your inquiry to the Better Business Bureau (BBB). 
  
  At SecurTek, we are committed to providing excellent customer service and to resolving all customer complaints in a fair and reasonable manner. When monitoring services are not working as expected, we also encourage customers to call in at their earliest convenience to report issues so we can pursue any needed repairs as quickly as possible to prevent interruptions to service.
  
  We regret to hear you recently had an unsettling day last month. In your message, you mention that the system serving your business, ********* **** ****** **********, began beeping repetitively one day last month which prompted you to phone in and arrange a service visit. Our authorized dealer, ****** ******** *******, completed the visit which included a thorough evaluation of your current connections and recent system activity.
  
  From this evaluation, we confirmed that employees from our Monitoring Station had been attempting to contact you by phone at the numbers ending in -7974 & -3386 since January 2, 2024, to advise you that there was a possible communications issue and we needed you to test your system.
  
  As you note, the dealer technician initially speculated that the reason for your issues was due to a change in your Internet services provider away from ****. This was not a correct assessment, and we regret any confusion caused.  
  
  In reality, we found that the root cause of your issues was that your landline was no longer able to send signals to SecurTek as it had been recently changed from a standard circuit-based line to an Internet-based VOIP (Voice over Internet Protocol) line. The change to a VOIP line would have been done by your phone service provider.
  
  Please understand that SecurTek requires customers as part of their service agreement to maintain phone service that supports the connectivity needed to receive alarm signals. Before switching phone services, we encourage customers to ensure that their alarm system is able to be supported by VOIP.  While new solutions are being deployed all the time, many older systems do not automatically support VOIP communication. Section 7 on the back of your Customer Service Agreement states ‘Customer Agrees and acknowledges that SecurTek is not responsible for lines and call connect required in order to receive alarm signals and notify call list response persons and agencies; and SecurTek has no control over disruptions in these telephone lines or other means of communication.’
  
  Your authorized dealer has provided you with options to resolve your current communication trouble, including the installation of an IP module for your system to communicate using Wi-Fi instead of your phone line. There would be a cost for this, which is the responsibility of the customer. Or, if possible, you can check with your phone provider to go back to a traditional line instead of a VOIP line. 
  
  We understand this has been a frustrating situation. However, SecurTek has attempted to initiate communication with you over the past number of months by phone to advise that your system was vulnerable. 
  
  Once your phone line issue is resolved on your end, or you have implemented the module, please call us at 1-877-777-7590 and we will review potential credits for time without service. You can contact United Security Systems to go forward with the module installation or contact your phone provider about your reverting back to a traditional line.
  
  Thank you again for writing.

  Customer response

  28/06/2024

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

  I contacted ****** and they confirmed that there is no change in the land line being  VOIP since June  2022. This means that there had been no service from Securtek during the whole period.

  Thank you for your help and support.

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

  

  Business response

  28/06/2024

  Thank you for your reply and the additional information.
  
  Our Authorized Dealer, ****** ******** *******, attended your location and had determined that your system was no longer communicating due to issues related your landline service. 
  
  SecurTek records indicate that your monitoring system was actively communicating with us until December 3, 2023. Reviewing the various alarms, auto tests, and signals received by our station over the years, we have noticed an uptick in phone line related errors specifically since June 2022; however, we have always been able to restore service shortly afterwards ensuring ongoing monitoring for your business.  
  
  On the above-noted date, however, at approximately 11:43 am, we encountered a fail-to-communicate error. Contrary to past errors, we were not able to restore services after this incident. Therefore, after many unsuccessful attempts to communicate with your system, we began efforts in earnest to contact you by phone a few weeks later on January 2, 2024. While not offered as an excuse, the holiday period is exceptionally busy for all our monitoring stations and we were not able to initiate call attempts with you until early January.
  
  We understand your frustration. To resolve your current communication troubles, we continue to suggest the installation of an IP module or switching back to a traditional non-VOIP line. Ultimately, this will resolve your current service issue.
  
  Recognizing the intermittent issues with your service since December, we are able to review an applicable credit for you once the issue is resolved.
  
  Should you have additional questions, do not hesitate to contact us directly.
  
  SecurTek
  

• Initial Complaint

  23/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Original transaction Jan 7,2020. Signed a 4 year contract for purchase of equipment and monitoring. At the end of the contract, equipment is yours and now you just have to pay monitoring. I called today May 23rd to inquire why my rate did not drop to monitoring only. they advised that i have to tell them before they change it and that they will not refund the over payment. This business has automated systems to call me, bill me, track me they know when my contract was over. ** ** **** ** ******** **** * ******** ******** **** ***** ***** ******** **** **** ***** I want a refund or credit for monitoring for the overpayment since January.

  

  Business response

  23/05/2024

  Thank you for your inquiry to the Better Business Bureau (BBB). 
  
  At SecurTek, we are committed to providing excellent and responsive customer service. When disputes occur, we also want to ensure we are doing what we can to find a fair resolution.
  
  We appreciate your feedback and regret hearing that some expectations were not properly set around your monthly expected charges. Reviewing your account, we confirmed that your customer service agreement for services did not include a lease for equipment. For customers who lease, they do receive an eventual decrease to their monthly charges at the end of their contract term. 
  
  With that said, all customers who sign up with a Bundle are eligible for a $****/month service discount once their contract is completed. While SecurTek does not typically send direct communications to customers who may be eligible for this discount, it can be applied to customer accounts on request.  Customers are also always welcome to inquire about other ways to potentially reduce their monthly bill.
  
  In light of the concerns you have raised, we have issued a credit for the 4 months billed past your contract completion for the $**** each month totaling $***** + tax. 
  
  If you have any further questions or concerns do not hesitate to contact us.
  
  SecurTek

  

  Business response

  30/05/2024

  Thank you for your additional comments. After careful review of your account records, we found that your contract renewed on January 21, 2024, at a rate of $*****/month (plus taxes). As part of this agreement, your monthly charges were applied at that rate on the 15th of February, March, April and May 2024 for services delivered from January 21 to May 20, 2024.
  
  In light of this information, as mentioned in our response, we have issued a credit for the 4 months billed past your contract completion for the $**** each month totalling $***** (plus taxes). 
  
  We believe this to be a fair adjustment. However, if you have additional feedback and wish to further discuss this matter, please call us at 1-877-777-7590.

  Customer response

  30/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will have to be acceptable.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been contacted by a representative from Securtek and they advertised a very good deal for home security monitoring and they make me sign with them an 3 years contract. The service was so bad an actually I paid for almost a year for a service that I didn’t receive properly. I contacted the company several times and still no response. I sent a cancellation notice to the company and switched to **** ******** as the safety of my family is a priority. Securtek continues to ask me to pay $800 until the end of the contract and I refuse to pay for a service that I didn’t receive as expected

  

  Business response

  05/01/2024

  Thank you for your inquiry to the Better Business Bureau (BBB). 

  At SecurTek, we are committed to providing excellent customer service and to resolving all customer complaints in a fair and reasonable manner. We are also committed to delivering the services we promise to customers and providing the best possible technical support when things don’t go right.

  In your concern, you mention that your service had not been working for almost a year; however, please understand that we had no indication that you were having trouble with your services prior to the first trouble error reported on July 30, 2023. SecurTek did not receive any calls for technical support or assistance from you in the many months leading up to this error report.

  While we are never happy to see customers go, SecurTek customer care received your cancellation request on August 21, 2023. This request was processed as requested and you were advised at that time that a final invoice for the remainder of the contract would be sent. 

  As noted above, the first brief trouble error we recorded was for a sensor tamper on July 30, 2023, for your home’s front door, which lasted approximately 1 hour and was remedied automatically. That said, as a result of your call to SecurTek on July 31, 2023, to advise you had noticed a problem with this sensor, a work order was issued to ******** ******** to follow up on the matter and ensure all was working as expected. Unfortunately, while our records show that ******** ******** reached out within 3 days, you declined to move forward with a service visit due to the fee for service. 

  As part of our commitment to transparent communication with customers, SecurTek called you once again on August 7, 2023, to inform that there was a new trouble with your system showing. However, in this call, you advised that you were not interested in troubleshooting or a scheduling service call as you had already decided to cancel service. 

  In fairness to all our customers, it is important that we apply the terms and conditions of service equally to customers. Customers are able to obtain support and assistance by contacting SecurTek 24/7 and we will, as promptly and commercially reasonable as possible arrange to provide warranty and maintenance service and repair or replace equipment. That said, the costs for equipment repair or replacement remain the sole responsibility of the customer unless extended warranty was purchased separately. Your overall service package, as you know, was not set up with this option. 

  From our review of the situation and your monitoring activity, SecurTek fulfilled its commitment to deliver service and at no point did we fail to respond to any alarm that was received. While we do strive to resolve all issues to retain our customers, we understand you have already moved on to another home security service provider.

  As you are aware, SecurTek sent you notice of your owed amounts in your final bill issued on August 25^th 2023. Regrettably, with no payment received, your debts to SecurTek were reported to an external collection’s agency.

  To resolve the final amounts owing on your account, we have offered to reduce your total amount owing by half (50%). This goodwill offer remains noted on your account and, should you wish to proceed, we will work with the external collection’s agency handling your account to remove any permanent record of this matter.

  To move forward with this option, please call us at 1-877-777-7590 at your earliest convenience.

  Thank you again for sharing your concerns.

  SecurTek

• Initial Complaint

  11/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My contract expires in May 2024. I've emailed SecurTek in August 2022 to inform them of the cancellation of my contract at the end of the term. I followed up between September 2023 and December 2023 to confirm my cancellation, provided a second cancellation notice as per the agreement as they advised they didn't have my first notice on file. Since then, I've contacted them SEVEN TIMES (email, phone calls and online website submissions) in order to get a confirmation that my contact was going to be cancelled upon its expiry as directed by me. SecurTek failed to respond in any form to my contact. Due to the incredibly poor customer services and the failure of SecurTek not rendering services I paid for, I would like acknowledgement of my cancellation notification and permission to immediately and fully cancel my contract without any sort of penalty.

  

  Business response

  12/12/2023

  Thank you for your inquiry to the Better Business Bureau (BBB). 
  
  At SecurTek, we are committed to providing excellent customer service. We also understand the importance of being timely and responsive to all customer requests.
  
  Allow us to extend our apologies for any frustration caused as you awaited a formal response to your request for service cancellation. You are right to be upset over our lack of response and we regret the delays you experienced.
  
  As noted in your message, SecurTek has not been able to locate your initial email message to us from August 2022. With that said, we are in receipt of your last two messages from this fall regarding the upcoming expiry of your contract in May 2024. SecurTek management has ensured your request is now properly submitted and your services will be discontinued on your contract end date of May 28, 2024, per your request.
  
  While not offered as an excuse, SecurTek Customer Care has been dealing with a higher than expected volume of requests in recent months which has resulted in a temporary backlog in our communications channels. To address this, we continue to implement new measures and workforce strategies to reduce overall wait times for customers. We also continue to actively investigate our other avenues for customers to get the help they need.
  
  As we strive to again meet our expected response standards, please know that your comments and feedback are appreciated. Regarding your request for immediate cancellation, its important to highlight that your contractual commitments remain in effect and, if you were to proceed with cancelling early, the remaining months of your contract would be invoiced out. 

• Initial Complaint

  28/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Equipment Set Up Wrong Cameras Not Working Video Footage Not Playable

  

  Business response

  07/12/2023

  Thank you for your inquiry to the Better Business Bureau (BBB). At SecurTek, we are committed to providing excellent customer service and to resolving all customer complaints in a fair and reasonable manner. We also understand that sometimes customer circumstances change, and the best way forward is to terminate services. All that said, in fairness to all our customers, it is important that we apply the terms and conditions of service equally to customers. For all customers, any technical matter involving camera devices does not present a valid reason for exiting a service agreement without the application of early termination fees. Since we first received your complaint around your home cameras, our records indicate you have spoken with SecurTek’s Customer Care Manager requesting to be released from your contract without penalty. While we reiterated our offer to have your authorized dealer, ******** ******** in Lethbridge, investigate different solutions to improve your camera’s connectivity, you declined this suggestion and requested further involvement from SecurTek management. SecurTek and our dealer partners work hard to do all we can to resolve service issues; however, we also require customer cooperation and assistance so that we can properly identify the root causes of a service problem. It is also important that we can access, test and visually inspect customer equipment to fully isolate and diagnose potential hardware failures impacting the customer’s experience. On December 4, an additional follow up call was made where you were able to speak with Ms. ***** ******, Director of Consumer Sales & Solutions with our parent company, *******. During this call, you expressed further frustrations with past interactions with your dealer and the overall quality and reliability of your service. This feedback has been thoroughly documented and will help to inform improvements to our customer service procedures. As a result of the call, we are pleased to hear you have decided to retain your home monitoring services and will go forward with additional on-site troubleshooting to resolve your camera issues. A service request has been sent to ******** ********** to contact you to schedule an appropriate time to visit. We will continue to monitor your situation and have requested an update from ******** as soon as their visit is complete. Thank you again for bringing this matter to our attention. SecurTek 

• Initial Complaint

  22/11/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On July 27, 2023 I was called and told that I had be chosen to receive a personal alarm monitoring wearable button because ****** chooses one elderly person to receive two months free. Before my daughter could look into the company the installers showed up at my door on July 28, 2023. I was to receive two months free to think about it before signing up for any length of time. The equipment was installed, no information was ever left with me to read and know how it works. My banking info was taken down if I choose to stay with the company. I started getting calls that I hadn't paid the bills and had not provided banking info to start auto payments. I had told the callers that I was supposed to get two months free and had not received any paperwork, no contract, no payment info etc. Many calls and stress later with this company I finally had someone send a copy of the so called contract in early November 2024. It shows that I signed up for 3 years which I had not, nor would ever when I wasn't sure I was going to keep the service after the 2 free months. Someone had also filled out the block which indicated that I had waived the familiarization period, I had not. My last name is spelt wrong on the contract. When I received the contract and 3 invoices stated I owed $111.50 as of Sept. 28, 2023. But I have been trying to cancel since early September 2023. I received a "Immediate action required" or it goes to a collection agency. Now owing $142.00 by December 5, 2023. I am a 75 year old senior I never asked for this service, I was lied to and pressured into something I didn't even want. I wasn't given paperwork until I pestered them to get something and they took away my trial period without my permission or knowledge. I want the equipment out of my apartment, the calls and letters to stop and the so called contract cancelled as I didn't even sign one. ( It's easy to say I signed a contract when the installer or someone else filled out the form on tablet)

  

  Business response

  24/11/2023

  Good Morning *****,

  I had reached out to the installers you refer to in your letter, for more information surrounding the circumstances of you signing up for services. They advised that you were called and offered a free security system, all you would need to pay for was the monthly fee. They discussed the terms and conditions with you, that it was a 3 year term. They explain to customers that it takes around 3 years to recoup the initial investment which is why it is a 3 year term. They explained the services you would receive as well as the equipment, they went over monthly monitoring charges as well as explained payment options. Then, the agent who attended the appointment to install the system also discussed the above. The agent on site for the installation had advised that the copy of the contract would be mailed to you, they did not receive a call or message stating you did not receive it or they would have re sent it. They advised that there was no mention of a free trial period whatsoever, they would not invest that time and money for a free trial period. ***** ****** * ********** also mention that they were called about a week or so later and were asked questions about the panel, there was no mention of not wanting the services, or wanting to cancel. They advised that while you were speaking with them in terms of potentially getting SecurTek Services, you had advised them that you were receiving a few calls from other providers as well, it is possible that you confused the conversations with them and another provider as they do not offer trial periods. I do understand your concerns, and I take these accusations of a forged signature very seriously. Please send over a scanned copy of a legal document that shows your signature, so we can see that it does not match the signature on the contract you say you did not sign. I appreciate your understanding so we can review that further. 

  Customer response

  27/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: First of all I did not get your phone call mixed up with any other companies offers. I don't know what to tell you about the two months free trial other than when the installation person was in my apartment, I mentioned the two months trial I was told about on the phone the day before. He made a call and came back to me and said yes it was right, you do get two months free.  He did not tell me that I had to sign up for three years, I don't care how many times you repeat this statement...it was not told to me or I would not have signed up end of story...I did not mention that I wanted to cancel at that time because I was told I had two months to decide basically with two months free, why else would I not mention it to them then? The copy of the so called contract that I finally received at the beginning of November doesn't even have my name spelt right or my emergency contacts. The signature on this contract doesn't look anything like mine who could you tell when someone makes you sign on a tiny electronic device not on paper. It gave me nothing to look over before I even signed. And with an electronic device anyone could change information before it got to the office...I don't want to spend a bunch of time arguing with you over this, I know what I was told and what I signed up for. What someone does to the info after you leave me I can't control. I don't think everyone in your company runs on the up and up...Your company is at fault here with your pushy tactics and fast turnaround it doesn't give anyone a chance to think things through. I don't have $1389.16 to pay you, I will whoever send your equipment back to you, at my expense and meet you half way and pay 1/2 $694.58 if you make sure everything is cancelled, make sure nothing gets sent to collections, never contact me again, or anyone of your affiliates. This is an expensive lesson to not trust anyone who calls me out of the blue.

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

  

  Business response

  06/12/2023

  Thank you for your inquiry to the Better Business Bureau (BBB).
  
  At SecurTek, we are committed to providing excellent customer service. Through our dealer partners across Canada, we also strive to ensure all customers are fully informed throughout the sales process.
  
  Given the resources and labour involved in activating service at customer homes, SecurTek does not typically offer free trial periods to customers. With that said, shortly after receiving your concern, we reached out directly to our authorized dealer to find out more about your case and whether any communication had occurred around a two-month trial. From our communication with your dealer, ***** ****** * **********, we have not obtained evidence to indicate you were offered a free trial.
  
  Please understand that whenever a customer signs up for home monitoring services, the contract length is confirmed with them by the sales agent both in-person at the time of sale and via phone call. The customer should also be provided details on how to terminate their services should they have to relocate or cancel service for any reason.
  
  SecurTek does not believe there was any ill intent by our authorized dealer ***** ****** * ********** for this sale; however, we are committed to investigating this matter further including allegations of forged paperwork. At this time, please send over a scanned copy of a legal document that shows your signature, so we can see that it does not match the signature on the contract you say you did not sign. You can email all documents to **********@securtek.com.
  
  We appreciate your understanding as we review this matter further.
  
  SecurTek

• Initial Complaint

  20/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have cancelled the monitoring services on Dec 2022 and still got billed till May 2023. Spoke to **** *** and said that finance will take care of it and never heard back after several attempts. **** *** Account Development Manager Securtek Monitoring Solutions W: 306-******** C: 306-******** E: ********@securtek.com

  

  Business response

  20/11/2023

  Good Morning,

  I was able to locate an account under ********** ******* ******** ***** ***, this account was cancelled & there was a refund issued by way of cheque in May of 2023 in the amount of $1,680.00. I do apologize that **** has not gotten back to you, cancelling accounts is not in her area so its likely that she passed over the inquiry. Did you receive the cheque ? 

  Customer response

  21/11/2023

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

  I have never received a cheque, kindly provide a proof if the cheque was cashed also the amount is $2100 since May 2023 was also billed. 

  Mailing address is 

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

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

  

  Business response

  21/11/2023

  I had payables review your request while I was waiting for a response, the cheque was sent to **** ******** **** **** **** ********** ** *** *** but was returned to sender. This cheque has been now cancelled & we will re issue to ******* ******* *** *********** ** *** ***. The amount of the cheque is $1,680.00 for services covering January 6th 2023 to May 5th 2023; we required 30 days notice for cancellation. 

*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. ↩