Complaints

• Initial Complaint

  14/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I cancelled a contract with this company on Sept 20/23. I was told that I would have to pay remainder of contract June/24. I asked to pay them, I was told that an invoice would be sent and I could pay when I received it. I received the invoice about a week later (********). Zero balance owed, thanks for your kindness. The first part of November/23 I receive a invoice from a credit company (included) I have written both, my Daughter ****** has spoken to both. But not to any satisfaction. This is on my credit, I want it resolved. Thanks for your time

  

  Business response

  14/11/2023

  Good Afternoon,

  Once a balance is written off and forwarded to collections it does mark the invoice as $0.00 remaining in our system so that it does not pull for internal accounts receivable to try calling to collect payment.

  Apologies for the confusion, SecurTek has forwarded this balance over to a collection agency, and as a result we do not require the payment but CBV will be trying to collect.

  You are able to call back and pay us directly if you prefer. 

• Initial Complaint

  05/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  hello years ago I won a 3 -year alarm system for *** ********* *** *** ********. The alarm was good for first two years but stopped working - i reached out over and over. finally I just let it go and thought nothing of it. Now for the last few months they are sending me bills saying have to pay. I have tried to call the I have emailed them and contacted *** ********* *** *** ********. Today a collection agency called threatening to mess up my credit. I don't know what to do now.

  

  Business response

  05/10/2023

  Good Afternoon,

  I have located your account and it shows that it was cancelled for Non -Payment, accounts in arrears and subsequently cancelled for Non Payment are forwarded over to a collection agency. However, I do not see any record that you contacted SecurTek for cancellation. Can you advise me who you were contacting ? You mentioned that you had won some sort of contest, can you send me more information pertaining to this contest ? SecurTek itself was not running any sort of contest for our customers, I am however, aware of a contest a former dealer of ours (******** ********) was running which we had no knowledge of until September of 2021. We do have a process in place to handle those specific customers if you were one of those affected. 

  If you could reply with something that shows you were a ******** contest winner, I will look into this for you promptly. 

  Customer response

  23/10/2023

  
  Complaint: ********
  
  I will email documents 
  Sincerely,
  
  ******* *****

  

  Business response

  24/10/2023

  Good Morning *******,

  I have advised my Accounts Receivable to pull your file back from Collections 

  Customer response

  29/10/2023

  Thank you so much for your help !!

  much appreciated 

   

  regards 

  ***** 

• Initial Complaint

  17/07/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On July 9, 2020 SecurTek's dealer ******* ******** claims to have installed an "Automation" package. I want to note that in SecurTek's Automation package that they advertise on their website that 95% of this equipment was not installed. What was installed was a cellular system so the security system would not require a landline. Cash payment for this equipment was not offered. I had a contract dated in 2009 with SecurTek where all of the other equipment was installed and that equipment remained in the home. I concluded that contract and went on a month by month service with them for monitoring. So, on July 9, 2020 ******* ******** came to change the system from landline communication to cellular. What I received was one portion of the "Automation Package". I was not offered to purchase this outside of a contract. What further complicates this matter is that there was a 4 year contract valued at $3069.60 (48 months at 63.95 monitoring fee). What in the world did I receive worth this value from this visit in July 2020? I have been paying this monitoring fee for the last 3 years, so one year remaining. Now, with the sale of my home, SecurTek wants me to pay a full year of monitoring and as a courtesy, offered a 30% reduction in early cancellation fees. Sasktel failed to exercise due diligence to ensue that a FULL automation package was installed, it failed to ensure that a contract was signed by a proper authority (my ex-wife signed it) and was placed on an account SOLEY in my name. SecurTek breached its obligations to ensure that a legal and binding contract was placed upon my account and failing that due diligence and for failing to provide the equipment required in the advertised package has committed fraud. I am requesting cancellation of the current contract. Failing resolution of this matter, further action will be taken. My complaint with the BBB is one action that I have commenced.

  

  Business response

  17/07/2023

  Good Morning *****,

  Upon review of the notations on your account this customers concern was already escalated to management an a resolution was met. Since ***** is not the contract signer, he was advised that we could cease billing him and bill the contract signer instead. Management also offered a relocation to the new location, a relocation option was accepted by *****. The service is remaining active until the home sells; once the home sells ***** is going to call back in to have the relocation process started. Once he is settled and active in the new home a credit will be provided for the time services were not being used. I apologize that this was not a satisfactory resolution as the notes indicate.  Since ***** is not the contract signer, what we will do is cease billing his phone #, and we will send a final invoice to the contract signer. 

  Customer response

  18/07/2023

  
  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

  06/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had alarm monitoring and requested the service to be canceled starting in 2019. I have an email from Jan 2020 stating my service to be cancelled after I received another bill from this company. I agreed to oh the bill and was under the impression the service was cancelled. I again tried cancelling in 2021 and finally got a confirmation that it was canceled in 2022. The other day I got a *** collection for an outstanding bill. I contacted Securtek but they said they have no notice of my emails and told me I have to email the same email my emails were sent too. I am hoping you can assist in 1) having this collection wiped clean from my credit report 2) have an apology letter issued to me from Securtek for not canceling my service as requested. ****** **** **** ** ******* ** *********** ** ** ******************** ***** ***** 

  

  Business response

  11/07/2023

  Good Morning,

  Upon review of your account I see you have already requested a manager to review your situation and has pulled the file back from the 3rd Party Collection Agency. Thank you for giving SecurTek the opportunity to resolve your concern directly. 

  Customer response

  11/07/2023

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

  1) I have sent 2 emails to the manager and have had no response from them. I sent the emails before contacting the BBB. At this point I feel I am being ignored and since they sent it to collections

  2) I still do not know if this has been removed from my credit bureau report  

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

  

  Business response

  11/07/2023

  Good Afternoon,

  Thank you for following up with us. I reached out to my Finance team following your response and they advised they received confirmation this afternoon from Collections that they are removing this account from their call list. 

  Customer response

  12/07/2023

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

  1) I would like full confirmation that it is removed from my credit bureau 

  2) An apology letter from the company or email response 

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

  

  Business response

  17/07/2023

  Good Morning,

  Your account history was reviewed and there is no record of you speaking with the customer relations team to cancel your account until July of 2022. As mentioned in the email you attached, accounts receivable indicated that you need to call in to cancel services. I do recognize that at that time, accounts receivable could have forwarded your email inquiry over to the correct team to reach out to you but they did not. We do apologize for the inconvenience and have removed your account from collections. 

  Customer response

  19/07/2023

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

  I received a second email from *** ********** on July 13. The company stated that they pulled back from their collection agency but I still received an email after that time. 
  

  I would like to keep this complaint open for the time being in case I receive another complaint in a week. 
  
  Sincerely,
  
  ***** *****

  

  Business response

  20/07/2023

  Good Morning,

  Apologies for the confusion, the request to pull the file back from collections was sent on July 11, 2023 and the process takes a couple of days. You should not get any further correspondence from collections 

• Initial Complaint

  29/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Securtek stopped our monitoring because we didn't agree to replace our 7 yr old system to a newer one.

  

  Business response

  29/05/2023

  Good Morning,

  Upon review of this request I was able to determine that SecurTek did not stop the monitoring for this customers account due to the reason they suggest, the account was cancelled by request of the customer.

  Their system began reporting a Phone Line trouble & ***** ******** attended to diagnose the issue, it was determined that their phone line signal was too weak and it was recommended that the customer speak with their phone provider. Customer states that their phone provider advised that the signal was fine, however, we were still receiving phone line troubles. If their phone line issues were not able to be corrected, the other option presented to the customer was to upgrade to a wireless system that did not need the phone line. The customer did not want to pay for the additional equipment so an option to sign a new contract to cover those associated costs was offered and declined by the customer.  The customer requested to cancel services effective August 29 2022. 

  Section 7 of their 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"

  Customer response

  29/05/2023

  
  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

  12/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My contract with this company has expired months back and they have continued billing me. In the last 3 years I have received no service from them. I have had to replace my own batteries in my alarm out of pocket and trying to get thru to talk to a manager they don’t reply for days.I have asked for a copy of a contract they claim I’m bond too and they will not provide it.I’ve payed my billing up to date and now they are trying to bill me another 41.75 for cancellation and still refuse to send me copy of this contract they say I’m bond too. I just want this company to leave me alone. I’m not looking for any reimbursement nor am I willing to pay them anymore money. So this led me here. Thank you.

  

  Business response

  12/04/2023

  Good Morning,

  Mr ******* had contacted SecurTek to cancel services on March 14th 2023, at that time he was advised that we do require 30 days notice to cancel services. He had called back in and requested to speak with management; the account was reviewed & management called him back within 3 hours. Mr ******* did not answer, and a message was left; subsequent attempts to reach him were unsuccessful and messages were left 2 additional times. Mr *******s statement that management does not reply for days is false, as he was called within 3 hours. (However, our standard for escalations is within 24 hours.)

  When management was able to reach him, the account was reviewed once more. It was explained that the contract on file automatically continues for successive one month renewal terms after the initial contract period unless the customer gives written notice of cancellation at least sixty (60) days before the initial term ends. After the initial term, one (1) month notice is required from the customer to cancel this agreement. The agreement also states that batteries are not covered under section 3 Warranty and Maintenance. 

  SecurTek has no concern with providing customers a copy of their contract, Mr ******* had not requested a copy. We do apologize for the negative experience he has had with SecurTek for his cancellation, however, following the terms and conditions that were signed for is fairly standard. I have attached a scanned copy of both the front and back for Mr *******'s review and trust that this is sufficient. 

  Customer response

  12/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The contract they have sent have date changes on them. My original contract was from my house in Brampton I agreed to finish contract at my new house so that I did not have to cover cost of alarm.my agreement was to finish contract period and cancel.  The amount on the contract has also been altered after the fact. I will not paying anymore fees to this company. **** ******* *** **** ****** ********* ** ** *** ** **** ***** I’m prepared to take this to small claims court.  It’s not about the money it’s about the principal.  Anything altered on a contract need to have customer initials. And their is no initials on this contract. 
  Sincerely,
  
  ***** *******

  

  Business response

  12/04/2023

  Good Afternoon,

  The suggestion of an altered contract after you had signed it is a cause for concern; do you have the carbon copy of the agreement which shows the difference from the time you signed it vs the copy that was sent to SecurTek from your installer ***** ******** ? 

• Initial Complaint

  15/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My name is ******* *******, and I am writing to you on behalf of my father, ****** *******. Early November of 2022, while I was out, a "sales person" came to his door, and informed him of an upgrade at a lower price to his home monitoring system (ie. medical alert button). My father was given the impression that this individual at his door was a ***** employee, which he had an existing service with. Being a 90 yr. old veteran, living on a pension, my father accepted the offer of said upgrade, at a lower rate. On November 22 a technician arrived and proceeded to make adjustments to his existing system. As the technician was finishing up, he told my father he should cancel his ***** monitoring system. To our surprise (I was present at this time), we asked, "are you not with *****?" At this point he informed us that he was with a different company, called Securtek. My father still required the service of a medical alert button, so he agreed to have Securtek hooked up. The first week of February 2023, he received a call informing him ********* ******* ****** had approved a medical alert system through Distress Aid, for him at no charge. When the new system was installed (Feb. 15, 2023), I called Securtek to cancel the service with them. Realizing there may very well be a cancellation fee, I asked approximately how much the fee would be. Their reply was, almost $1000. This amount was appalling to me, and everyone else I discussed my father's case with. I'm hoping you may interject, and have Securtek come up with a more affordable solution to this matter..

  

  Business response

  15/03/2023

  Good Afternoon,

  Upon reviewing the account I see that the representative you spoke to on March 6th 2023 regarding the termination invoice did submit your account for review to management. Management agreed to apply a 50% reduction of the invoice if payment is received for $483.84. They attempted to call you back but there was no option to leave a voicemail. 

  When contracts are cancelled, the amount of months remaining x the monitoring rate is invoiced out as per the terms and conditions of the contract. In the past, however, we have offered 20% reductions for lump sum payments depending on the circumstances surrounding cancellation. In your case, it was decided to offer 50%.

  I see that a payment has been received for the full amount of the termination invoice, we will issue a refund for the 50% as per the notes on the account from March 6th 2023. 

  Customer response

  21/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: Securtek had gone forward and charged the full amount 0f Invoice: ********* in the amount of $967.68 to my *** ********** without my approval, and before we had a chance to negotiate a fair settlement to this matter.  I will continue to consult with ******** ******* ******* my MP **** ********, MPP **** *****, and the Consumer Protection Act to see if your offer of 50% is fair, considering the deception your salesman used to obtain the contract and the form of payment you used to obtain payment for the monthly bills.
  
  Sincerely,
  
  ****** *******

  

  Business response

  21/03/2023

  Thank you for your prompt response; I reached out to our Finance team regarding your comment of SecurTek taking payment without authorization, and while I do understand that some time would have been preferred to give you the opportunity to dispute the invoice, our system does automatically continue to bill as per the terms and conditions of the contract which state that upon cancellation or default in the agreement all remaining payments are immediately due and payable; I trust that this explains why payment was taken by the system while you were in the process of your dispute.

• Initial Complaint

  13/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had my contract with SecurTek cancelled in early July 2022. On July 11, 2022 I received a Credit Memo (******************************) from SecurTek that was supposed to refund me $34.66. I have called SecurTek a number of times over the past five months as the refund was supposed to be in within 8-10 weeks or so. However, I have not received the refund. SecurTek has failed to get back to me when I have called at times.

  

  Business response

  04/01/2023

  Business Response /* (1000, 5, 2022/12/16) */ Good morning, I have confirmed with finance that the cheque was sent on July 21st, 2022- they have also advised that the cheque was not cashed yet so what they will do is cancel that cheque and re issue as an EFT refund back to your bank account instead. We apologize for any inconvenience. Please let me know if you have further concerns

• Initial Complaint

  20/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello, I noticed that when my alarm would go off, no-one would respond to the system. I called Securtek regarding this issue and they informed me that my contract was over and I had paid off my equipment. I no longer had monitoring under the company. I requested to cancel the services due to this. Now, I am interested in starting up the services again at the new home I am moving to and I called back Securtek and found out that my account has been being charged monthly, despite there being no monitoring whatsoever at the home and me requesting specifically for it to be cancelled once I learned of this. I would like to receive a refund for the months I have been charged and to dissolve any outstanding payments that Securtek has been billing me as I have not had monitoring since my contract has finished yet I am being told that I owe a balance.

  

  Business response

  13/06/2022

  Business Response /* (1000, 5, 2022/05/25) */ We have reviewed your account with respect to the non monitoring issue. SecurTek expects a test signal to be received from your system in particular once per month - if we do not get a test signal, we follow our process by calling to notify the customer and sending letters advising we would require someone to run a test. The first month we did not receive a test signal was February 2021, to which we called and spoke to yourself. At that time, we recommended you reach out to an authorized dealer to schedule a service call. We followed up again in April of 2021, and could not reach you & sent a letter detailing that we would require you to contact us regarding this matter. Since a Late to Test could occur for many reasons, and it is not absolute that there is an issue with the system, we need the customer to confirm/ schedule a service call or cancel. We did not receive a cancellation request until May of 2022, therefore the account remained active and billing continues. No refund is applicable and the current arrears will need to be paid.

• Initial Complaint

  05/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My mother called in to request cancellation for services in February. She made a final cheque payment in April and no longer required the services. They advised my mom didn't call in and can't do anything about the charge of around 100.00. I called in to discuss and basically said nothing can be done. My mother did call in to request cancellation and the treatment and denial of cancellation request is awful. I asked every call is recorded but with that no help as well. Requested to speak with a manager and the same representative called and said nothing can be done.

  

  Business response

  03/06/2022

  Business Response /* (1000, 5, 2022/05/17) */ Thank you for reaching out; upon review, the inquiry was reviewed by management. You spoke with SecurTek on May 5th, following receiving an invoice, and indicated there was a previous call from February where the account was verbally requested to cancel. As this is a commercial account, 30 days written notice is required to cancel services, including business proof for authorization. We received the email to cancel services on April 29th and processed the cancellation for April 18th. The invoice you are disputing is for services covering January 18th - April 17th, as the account was not cancelled until April 29th this invoice is still applicable for payment. However, They May Invoice you received has been credited off following the cancellation as that invoice covers for April 18th through to July 17th.

*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. ↩