Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  False advertisement of services! Never provided a printed contract nor explained ANY penalties!!! Was explained that this was month to month and could be terminated at any time!

  Business response

  01/14/2025

  Skyline is in receipt of the complaint of ****** ******. 
  
  Skyline takes numerous steps to ensure the customer has a full understanding of what they are purchasing. Including the pre-install and post-install survey wherein the customer is provided with the terms and conditions of the agreement. 
  
  Unfortunately, the account has been fully acquired by Brinks Home Security. As a result, Skyline is unable to make any further changes or address Ms. ****** concerns.
  
  Please redirect this complaint to:
  Brinks Home Security 
  ***********************************************
  ****************
  **************

• Initial Complaint

  12/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On November 27, 2023 I was approached by a ****** representative with a badge that said Brinks Home Security. Later found out he was employed by Skyline. He said our equipment was initially installed by ****** and we could switch from ADT to Brinks with a much better rate. He told me I had to get the 5 year contract for the best rate but I had to give my routing numbers and couldn't use the credit card. That was a lie. He quickly swiped through the terms of the contract which was several pages long and needed a magnifying glass to read. Like a fool, I believed him. He made multiple promises. He told me the monthly charge was locked in and that would be in his notes. Claimed the charge would be cut in half once the contract reached certain duration. Again, in his notes. Never offered the 36 month contract which I found out later was an option. Told me I could get out of the contract at any time....in his notes. Told me the $54.99 included all taxes and fees. Not true. Promised me a copy of his notes during his in home visit as well as on the phone later. He eventually stopped answering the phone and emailed a copy of the contract I already had. Before he left he helped me set up the app on my phone so I could access everything through Brinks. Again, because they are Skyline, all "administrative affairs" have to go through them so the app is unusable. That was another piece of news he had not shared. If I contact Brinks, they quickly refer me back to Skyline. I read where there have been lawsuits against them from *** for targeting customers and luring them away. "The ********************** industry has its own Code of Ethics and Standards of Conduct, which requires that companies truthfully and clearly identify themselves by name...at the initiation of a sales presentation, without request from the consumer. This company has no ethics. I'm 72 and thought I was smarter than I was that evening. Beware!

  Business response

  12/09/2024

  Skyline Security ("Skyline") appreciates the opportunity to address Ms. ******** concern.
  
  Skyline found no basis for claims in this complaint. Skyline takes numerous steps to ensure that each customer is fully aware of what they are, in fact, purchasing and that they are fully satisfied upfront. 
  
  1) Skyline completed a recorded pre-install survey wherein Ms. ******* was allowed to: a) indicate if she had any concerns. During this call,  Ms. ******* confirmed the monthly and financed rate of $54.99 before taxes for a sixty-month term (also indicated under Section 8 of the written Agreement); b) confirm her understanding of the Agreement terms; and c) indicate if the sales representative made any statements that could be construed as questionable. In each case, Ms. ******* answered that there were no further concerns.
  
  2) On this same call, Ms. ******* acknowledged that she understood that Skyline had not taken over and was not affiliated with any other company. And Ms. ******* confirmed the email where the agreement was sent as hers. 
  
  3) After the installation, Skyline completed a second call with Ms. ******** which inquired as to much of the same as the pre-install survey, among other quality assurance measures. As above, no questions, concerns, or issues were noted by Ms. ******** she demonstrated a full understanding of the Agreement terms. 
  
  4) Further, Ms. ******* was afforded her statutory three-day right of rescission and was provided with copies of her Notice of Cancellation option. During this period, she would have had the right to cancel without penalty if there were any issues with her purchase of the system. 
  
  Ms. ******* requested to cancel the account during these three days, however, she verbally accepted a new agreement for thirty-six months, and she signed a new contract on November 29/2023. During this call Ms. ******* asked if after 36 months she would be out of contract and Skyline confirmed this as true, Ms. ******* agreed to the rate and term in the save call. 
  
  According to our records, on December 2023 Ms. ******* submitted a complaint to the Washington Attorney General's Office. This complaint was dismissed after Skyline submitted proof that Ms. ******* was properly informed of the terms and conditions of the agreement. 
  
  In accordance with the above, Skyline has determined that Ms. ******* will be responsible for the agreement's terms and conditions. Should Ms. ******* wish to terminate her agreement with Skyline before the end of the term, she will be responsible for an Early Termination Fee. If Ms. ******* has any further questions, she may contact Skyline directly at **************.

• Initial Complaint

  12/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In July of 2022, an employ of skyline security knocked on our door saying we needed to upgrade our ADT system and offered a better monthly payment. This all sounded great and we scheduled for him to come by a different day for us to go over the details.When he came back to review the plans he had to offer is when I found out that he wasn't actually with ADT and instead with ******. He told me that *** had been getting into some legal trouble due to some bad business practices and they had moved to Brinks. At this point, I should have realized this person wasn't even with Brinks and instead was with Skyline Security. As we were going over the plans, I repeatedly asked if I switched to brinks, would I be locked into a contract. Each time he told me no and that I could cancel at any time. While this is technically true, I will later find out it is not the full truth. We were also told they would contact *** and cancel our services but they never did. Due to a miscommunication between my wife and I, we double paid for a year and half before figuring it out. I have the signed paperwork, authorizing Skyline to do the switch **********, I called brinks to cancel my service since we have sold the house. They informed me that I had signed a 60 month contract and that I would owe ~$1,300.1. The sales person approached me as though he was with ADT and wanted to upgrade my system.2. Once he was in my house, It was clear that he was actually with ******.3. Told me repeatedly that I could cancel my service at any time leaving out the, you will owe part.4. never actually canceled our ************ causing us to over pay for a year and half.5. Today I found out he wasn't even with ****** at all and was an employee of Skyline Security.While most of this could have been avoided had I looked closer at things but this I clearly a very predatory company with very sneaky ways of getting you to buy in. I would have NEVER signed a 60 month contract for something like this.

  Business response

  12/09/2024

  Skyline is in receipt of the complaint for ******* ***** account. 
  . 
  The account has been fully acquired by Brinks Home Security. As a result, Skyline is unable to make any further changes or address *** and Mr. ***** concerns.
  
  Skyline takes numerous steps to ensure each customer is fully aware of what they are in fact purchasing and that they are fully satisfied upfront. Among other things, these efforts include: 
  
  1) Skyline completed a recorded pre-install survey wherein Mr. **** was given an opportunity to: a) indicate if he had any concerns. During this call, Mr. **** confirmed the monthly and financed rate of $47.99 before taxes for a sixty-month term (also indicated under Section 8 of the written Agreement); b) confirm his understanding of the Agreement terms; and c) indicate if the sales representative made any statements that could be construed as questionable. In each case, Mr. **** answered that there were no further concerns.
  
  2) On this same call, Mr. **** acknowledged that he understood that Skyline had not taken over and was not affiliated with any other company. And Mr. **** confirmed he read and signed the takeover acknowledgement which indicated the same. 
  
  Skyline attempted several times to complete the post-install survey with *** ***** but the contact number provided was unresponsive. 
  
  3) Further, *** **** was afforded her statutory three-day right of rescission and was provided with copies of her Notice of Cancellation option. During this period, she would have had the right to cancel without penalty if there were any issues with her system purchase. However,  *** **** did not avail herself of this right. 
  
  5) Our records show *** **** or Mr. **** did not report any issues within the first year after the installation. 
  
  Please redirect this complaint to the following:
  Brinks Home Security 
  ***********************************************
  ****************
  **************

• Initial Complaint

  11/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In NOV 2022 we were presented from Skyline Security a deal to change our home security system from existing ADT to Brinks Home Security. The copy of the contract we were provided said nothing about a 60 month commitment and we were under the impression that we were only obligated for 6 months and could cancel at any time. The system has not worked properly and numerous attempts to get them to understand we live in a county island and did not need an alarm permit from the city failed, thus resulting in the system not allowing us to arm it and being useless. Waste of time and money, and ****** provides horrible customer service, now also saying they have heard this many times from customers who were misled by their subcontractors. What a scam. Now they want to charge us for the remaining 3 years for a non-service that has never worked correctly to begin with a whopping $1,150 to a veteran and senior citizen! BEWARE of this sub and that ****** absolves themselves for any responsibility for fraudulent companies such as this. I want out of the ****** deal without paying a penalty - we already paid for 2 years of non-service of $959.04 could not arm the system or get it resolved.

  Business response

  11/22/2024

  Skyline is in receipt of the complaint for ***** *****
  . 
  The account has been fully acquired by Brinks Home Security. As a result, Skyline is unable to make any further changes or address Mr. ****** concerns.
  
  Skyline takes numerous steps to ensure each customer is fully aware of what they are in fact purchasing and that they are fully satisfied upfront. Among other things, these efforts include: 
  
  1) Skyline completed a recorded pre-install survey wherein Mr. ***** was given an opportunity to: a) indicate if he had any concerns. During this call, Mr. ***** confirmed the monthly and financed rate of $37.99 before taxes for a sixty-month term (also indicated under Section 8 of the written Agreement); b) confirm his understanding of the Agreement terms; and c) indicate if the sales representative made any statements that could be construed as questionable. In each case, Mr. ***** answered that there were no further concerns.
  
  2) On this same call, Mr. ***** acknowledged that he understood that Skyline had not taken over and was not affiliated with any other company. And Mr. ***** confirmed the email where the agreement was sent as his. 
  
  3) After the installation, Skyline completed a second call with Mr. ****** which inquired about the pre-install survey and other quality assurance measures. As above, Mr. ***** did not note any questions, concerns, or issues; he demonstrated a full understanding of the Agreement terms. 
  
  4) Further, Mr. ***** was afforded his statutory three-day right of rescission and was provided with copies of his Notice of Cancellation option. During this period, he would have had the right to cancel without penalty if there were any issues with his system purchase. However,  Mr. ***** did not avail himself of this right. 
  
  5) Our records show Mr. ***** did not report any system issues the first year after the installation. 
  
  Please redirect this complaint to the following:
  Brinks Home Security 
  1990 **************************
  ****************
  **************
  
  

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company mislead me and stated they were in a partnership with *** and this will give me a discount on my cable service they are not affiliated with *** communication . I called *** communication and they have no idea who this company. I have also called brink and (third party) to cancel this mess and they all are giving me the run around. ******* and ******** the **** from Skyline said they worked for *** and they do not. Now neither one of the **** are answering my my calls and I have included each **** numbers ************ and ************. No one can helped me with the service company (Sklyine Security/Brink Security) and no contracts can be found. The company refused to ****** the fraud contract and will not let me talk to a supervisor. The **** were misleading and lied about having a partnership with *** Communication.

  Business response

  11/08/2024

  Skyline Security (Skyline) appreciates the opportunity to address Ms. ********* concerns.
  
  Skyline takes numerous steps to ensure each customer is fully aware of what they are in fact purchasing and that they are fully satisfied upfront. Among other things, these efforts include: 
  
  1) Skyline completed a recorded pre-install survey wherein Ms. ******** was given an opportunity to: a) indicate if she had any concerns. During this call, Ms. ******** confirmed the monthly and financed rate of $63.99 before taxes for a sixty-month term (also indicated under Section 8 of the written Agreement); b) confirm her understanding of the Agreement terms; and c) indicate if the sales representative made any statements that could be construed as questionable. In each case, Ms. ******** answered that there were no further concerns.
  
  2) On this same call, Ms. ******** acknowledged that she understood that Skyline had not taken over and was not affiliated with any other company. And Ms. ******** confirmed the email where the agreement was sent as hers. Ms. ******** was offered a bundle that included a discount for the cable company by a third-party sales team that included Skylines services in their bundles. 
  
  3) After the installation, Skyline completed a second call with Ms. ********* which inquired as to much of the same as the pre-install survey, among other quality assurance measures. As above, no questions, concerns, or issues were noted by Ms. ********* she demonstrated a full understanding of the Agreement terms. 
  
  4) Further, Ms. ******** was afforded her statutory three-day right of rescission and was provided with copies of her Notice of Cancellation option. During this period, she would have had the right to cancel without penalty if there were any issues with her purchase of the system. However,  Ms. ******** did not avail herself of this right. 
  
  Nonetheless, on October 28, 2024, Ms. ********* account was canceled without penalty. If Ms. ******** has any further questions, she may contact Skyline directly at **************.

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Well on 8/20/2024 my house caught on fire. It was ruled unintentional by the fire department but skyline was suppose to be monitoring my home it should of notified me and the fire department but they never did they didn't know about the fire til I recently called and complained they told me that I didn't have a smoke detector from them that's y they didn't respond ok so y are u charging me for that feature if you not responsible for that feature I'm confused

  Business response

  11/04/2024

  Skyline Security ("Skyline") appreciates the opportunity to address Ms. ******* concern.

  First, Skyline takes numerous steps to ensure each customer is fully aware of what they are in fact purchasing and that they are fully satisfied upfront. Among other things, these efforts include recorded pre-install and post-install surveys wherein the customer, Ms. ****** was given an opportunity to indicate if she had any concerns. 

  1) A recorded pre-install survey wherein the customer, Ms. ******* was given an opportunity to: a) indicate if she had any concerns. During this call,  Ms. ****** confirmed her e-mail address, monthly rate of $49.99 for a thirty-six-month term (also indicated under Section 8 of the written Agreement); b) confirm her understanding of the Agreement terms; and c) indicate if the sales representative made any statements that could be construed as questionable. In each case, Ms. ****** answered such that there were no further concerns.

  2) A recorded post-install survey which inquired as too much of the same as the pre-install survey, among other quality assurance measures. As above, no questions, concerns, or issues were noted by Ms. ****** and again, she demonstrated a full understanding of the Agreement terms. Ms. ****** confirmed the installation was complete. 

  3) In both Skylines system and Ms. ******** agreement the list of the installed equipment includes:
  2GIG PANEL EDGE ********* (1)
  2GIG GLASS BREAK (1)
  2GIG SLIM DOOR/WINDOW (DW10) (3)
  ********* VIDEO DOORBELL (750) (1)
  ********* OUTDOOR CAMERA (V724) (2)

  4) According to our records, no Fire or Smoke detector was installed by Skyline. Since this is life dependent equipment, Skyline does not take over previously owned Smoke or Fire Alarms. In this case, no equipment was linked to our system. 

  5) Ms. ****** was afforded her statutory three-day right of rescission and was provided with copies of her Notice of Cancellation option. During this period, she had the right to cancel without penalty if there were any issues with her purchase of the system. Ms. ****** did not avail herself of this right. 

  6) Additionally, the agreement sent to Ms. ****** to her email includes in section 7 that Skyline does not represent or warrant that the system or any monitoring service will prevent any loss by burglary, fire, hold-up, or otherwise, or that the system or any monitoring service will in all cases provide the notification service for which it is intended. Therefore, without a Smoke detector or Fire alarm linked to the system, Skyline was not in the capacity to send an alert due to a fire scenario. 

  7) In accordance with the above, Skyline has determined that Ms. ****** will be responsible for the agreement's terms and conditions. Should Ms. ****** wish to terminate her agreement with Skyline before the end of the term, she will be responsible for an Early Termination Fee. If Ms. ****** has any further questions, she may contact Skyline directly at **************.
  

  
  

• Initial Complaint

  10/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have adt and this company is saying there system was connected to this house and it was not but yet i owe a debit

  Business response

  10/31/2024

  Skyline Security ("Skyline") appreciates the opportunity to address *** ***** concern.
  
  Skyline found no basis for claims in this complaint. Skyline takes numerous steps to ensure that each customer is fully aware of what they are, in fact, purchasing and that they are fully satisfied upfront. 
  
  1) Skyline completed a recorded pre-install survey wherein *** ***** was allowed to: a) indicate if he had any concerns. During this call, *** ***** confirmed the monthly and financed rate of $45.99 before taxes for a thirty-two-month term (also indicated under Section 8 of the written Agreement); b) confirm her understanding of the Agreement terms; and c) indicate if the sales representative made any statements that could be construed as questionable. In each case, *** ***** answered that there were no further concerns.
  
  2) On this same call, *** ***** acknowledged that he understood that Skyline had not taken over and was not affiliated with any other company. And *** ***** confirmed the email where the agreement was sent as his. 
  
  3) After the installation, Skyline completed a second call with *** ****** which inquired as to much of the same as the pre-install survey, among other quality assurance measures. As above, no questions, concerns, or issues were noted by *** ****** he demonstrated a full understanding of the Agreement terms. 
  
  4) Further, *** ***** was afforded his statutory three-day right of rescission and was provided with copies of his Notice of Cancellation option. During this period, he would have had the right to cancel without penalty if there were any issues with her purchase of the system. However,  *** ***** did not avail himself of this right. 
  
  According to our records, after the installation an appointment was set to complete the installation of an outdoor camera, but the technician did not attend the appointment because he was missing equipment. Skyline contacted *** ***** to reschedule the appointment and on April 6th, *** ***** rejected the service and told the representative they wanted to cancel and they went already with a different company. On April 9th, Skyline provided the cancelation options to *** and Mrs. ********************** May 2, 2024, Mrs. ****** contacted Skyline again to request the cancellation because there was still missing equipment to be installed. For security reasons, Skyline provided the cancellation options, including transferring the service to a different person or canceling the Early Termination Fee.  
  
  *** ***** account was canceled on 08/26/2024 due to a lack of payment and sent to a ****************** If he has any further questions, he may contact **************************** directly at *************.
  

• Initial Complaint

  10/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On September 13, ********************************************************************************************************************** about the transfer of my home security company to ****** who I had been my agent when house purchased in 2000 but which had been replaced 2 years ago with a 5 year contract to Safe Home Security and they were present to update my system. They removed the prior carriers equipment and replaced with their own without contacting the other agency and had me update my coverage for contract for a 5 year period. One week later my Home Safe agent was here responded to my call to cancel service and billing and proceeded to tell me what I had been told was incorrect and they replaced their equipment and I saved all the equipment that Brinks had installed so I could give it back.. Brinks has been notifying me since 9/20/24 that their monitors are not connected even after I told them by several phone calls that their equipment was no longer connected and that I felt that I had been scammed and lied to about their takeover. There has been no action taken by ****** to retrieve their equipment or even acknowledge that their system is no longer connected at my location. I am in a quandry as to what next steps I should before I am billed by two companies

  Business response

  11/11/2024

  Skyline Security (Skyline) appreciates the opportunity to address ************* concerns.
  
  Skyline takes numerous steps to ensure each customer is fully aware of what they are in fact purchasing and that they are fully satisfied upfront. Among other things, these efforts include: 
  
  1) Skyline completed a recorded pre-install survey wherein Ms. ******** was given an opportunity to: a) indicate if she had any concerns. During this call, Ms. ******** confirmed the monthly and financed rate of $57.98 before taxes for a sixty-month term (also indicated under Section 8 of the written Agreement); b) confirm her understanding of the Agreement terms; and c) indicate if the sales representative made any statements that could be construed as questionable. In each case, Van **** answered that there were no further concerns.
  
  2) On this same call, Ms. ******** acknowledged that she understood that Skyline had not taken over and was not affiliated with any other company. And Ms. ******** confirmed the email where the agreement was sent as hers. 
  
  3) After the installation, Skyline completed a second call with Ms. ********* which inquired about the pre-install survey and other quality assurance measures. As above, Ms. ******** did not note any questions, concerns, or issues; she demonstrated a full understanding of the Agreement terms. 
  
  4) Further, Ms. ******** was afforded her statutory three-day right of rescission and was provided with copies of her Notice of Cancellation option. During this period, she would have had the right to cancel without penalty if there were any issues with her purchase of the system. However,  Ms. ******** did not avail herself of this right. 
  
  Nonetheless, on November 8, 2024, ************* account was canceled without penalty, and Skyline will schedule the system pull to pick up the equipment.
  
  If Ms. ******** has further questions, she may contact Skyline directly at **************.

  Customer response

  11/26/2024

   
  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

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  skyline security is a very predatory company with horrible customer service and sub par products that are extremely overpriced and barely work. i have an alarm system by them i had to get it in my moms name cause i rent a side of a duplex from her and shes the homeowner. and have had it for almost a year at this point. my whole system does not work. and even when it does for the price they charge it does not make sense. i spent almost two months just trying to get my doorbell to work the tech came out over 10 different times. my smoke detector goes off randomly and the cameras take forever to load and barely catch anything. i have never had so many problems with a service. but when i tried to call and cancel they say my mom owes over $5k cause i signed some contract for 5 years. so now im stuck paying $100 for horrible service unless i want my mothers credit to tank. i would like to point out the contract was not even signed by my mom. i signed everything for my mom not realizing i locked her into a 5 year contract. they allowed someone else to sign a contract that locked another person in it for 5 years. how is that legal? i want to get 10 million miles away from skyline. you could buy a whole ring security system for 80% cheaper and itll do 1000% a better job and have 10 times the features. skyline security is a horrible company.

  Business response

  10/07/2024

  Skyline Security (Skyline) appreciates the opportunity to address Mr. ******* concerns regarding Ms. ******** account.
  
  ********************** takes numerous steps to ensure each customer is fully aware of what they are in fact purchasing and that they are fully satisfied upfront. Among other things, these efforts include: 
  
  1) Skyline completed a recorded pre-install survey wherein Ms. ****** was given an opportunity to: a) indicate if she had any concerns. During this call, Ms. ****** confirmed the monthly and financed rate of $90.99 before taxes for a sixty-month term (also indicated under Section 8 of the written Agreement); b) confirm her understanding of the Agreement terms; and c) indicate if the sales representative made any statements that could be construed as questionable. In each case, Ms. ****** answered that there were no further concerns.
  
  2) On this same call, Ms. ****** acknowledged that she understood that Skyline had not taken over and was not affiliated with any other company. And Ms. ****** confirmed the email where the agreement was sent as hers. 
  
  3) After the installation, Skyline completed a second call with Mr. ******* which inquired as to much of the same as the pre-install survey, among other quality assurance measures. As above, no questions, concerns, or issues were noted by Mr. ******* he demonstrated a full understanding of the Agreement terms. Additionally, it was again confirmed besides the Doorbell chime, the installation was completed. 
  
  4) Further, Ms. ****** was afforded her statutory three-day right of rescission and was provided with copies of her Notice of Cancellation option. During this period, she would have had the right to cancel without penalty if there were any issues with her purchase of the system. However,  Ms. ****** did not avail herself of this right. 
  
  Back on July 10, 2023, Mr. ********* contacted Skyline claiming he missed an indoor camera and an outdoor camera. On July 13, 2023, an outdoor camera was installed. 
  
  According to our records, the last contact Mr. ****** had with Skyline in regards to the issue with the doorbell was on Jan 29, 2024, and on Feb 5, 2024, the Skybell was replaced and it was working properly. 
  
  On Aug 6, 2024, Skyline contacted Mr. ****** in regards to the past balance, and Mr. ****** expressed he wanted to cancel the service. Skyline attempted to contact Ms. ****** several times and a copy of the contract was sent to Mr. ****** on August 19th. On September 26th, Mr. ****** told Skyline he wanted to cancel the account because it was opened by him on her name, however, at that time Skyline explained that the 1st call was completed with Ms. ****** and she acknowledged and agreed to the purchase of the system. On this same call, Skyline provided Mr. ****** with the cancelation options. 
  
  On October 1st Mr ****** contacted Skyline again requesting the cancelation of the system, Skyline informed Mr. ****** that the cancelation request must be authorized by the account holder, so ********************** can provide the cancelation options. 
  
  In accordance with the above, Skyline has determined that Ms. ****** will be held responsible for the terms and conditions of the agreement. Should Ms. ****** wish to terminate her agreement with Skyline before the end of the term, she will be held responsible for an Early Termination Fee. If Ms. ****** has any further questions, she may contact Skyline directly at **************.

• Initial Complaint

  09/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  *** ******** contacted my husband, ****** ******, and informed us that our equipment with ADT needed to be updated. He then came to our home to inform us that *** had merged with Brinks Home Security/Skyline Smart Home Protection. In order to waive the fee of $700 to update our system, we have to sign a new contract. My husband signed contracted under the impression that he was given truthful information. Then he allowed the technician to come in to update the system. When I came home, I informed my husband that I have not received any notifications from *** about his merger and that this was likely a scam. I contacted *** and was informed that we were still under contract with *** and that our system did not need to be updated and that there was no merger between Skyline and ADT. When we contacted Skyline to inquire about canceling our services since it was a scam, they informed us that we would need to pay $3000 to get out of our 5 year contract. Even though the information online indicates that we have 30 days to cancel our services without penalty, we were told when we called that we only had 3 days. None of the people we talked to seem to care that we were being scammed.

  Business response

  09/27/2024

  Skyline Security ("Skyline") appreciates the opportunity to address Ms. **** concern about Mr. ******* account.
  
  First, Skyline found no basis for claims in this complaint. Skyline takes numerous steps to ensure each customer is fully aware of what they are in fact purchasing and that they are fully satisfied upfront. Among other things, these efforts include:
  
  1) Skyline completed a recorded pre-install survey wherein Mr. ****** was given an opportunity to: a) indicate if he had any concerns. During this call, Mr. ****** confirmed the monthly rate of $49.99 before taxes for a sixty-month term (also indicated under Section 8 of the written Agreement); b) confirm his understanding of the Agreement terms; and c) indicate if the sales representative made any statements that could be construed as questionable. In each case, Mr. ****** answered that there were no further concerns.
  
  2) In this same call, Mr. ****** acknowledged he understood that Skyline did not take over and was not affiliated with any other company and that his previous company did not go out of business. He also acknowledged that it was his responsibility to cancel with his previous company along with any fees. 
  
  3) After the installation, Skyline completed a second call with Mr. ******* which inquired as to much of the same as the pre-install survey, among other quality assurance measures. As above, no questions, concerns, or issues were noted by Mr. ******* he demonstrated a full understanding of the Agreement terms. 
  
  5) Further, Mr. ****** was afforded his statutory three-day right of rescission and was provided with copies of his Notice of Cancellation option. During this period, he would have had the right to cancel without penalty if there were any issues with his purchase of the system. However,  Mr. ****** did not avail himself of this right. 
  
  Nonetheless, Skyline canceled the account without Early Termination Fee on September 9th, 2024, and the equipment was pulled from Mr. ******* home on September 20th.  
  
  Should Mr. ****** wish to discuss this matter further, he may contact Skyline directly 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. ↩