Complaints

• Initial Complaint

  05/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This complaint is being filed on behalf of my parents. In January of this year, a Skyline employee went to my parents' house and claimed to be with ******. My parents were ****** customers with a ****** sign in their front yard. The Skyline employee said that ****** had now partnered with ****** and that because ****** was based on the west coast, they didn't have the personnel to service as many customers on the east coast and ****** would now be handling many of the customers. He said he was there to switch my parents over. Of course, every ounce of this was a lie. As of yesterday, my parents discovered that they were being charged for both ****** and ******. I spent time on the phone with both of them yesterday and both companies instantly confirmed that there has been no partnership, whatsoever, between the two. Then, I called Skyline yesterday and spoke with two employees. They would only tell me was that a confirmation call was made to my parents describing who Skyline is and that they're a third party seller of ******, and never stating that there was no partnership between ****** and ******. They then told me that my parents would have to pay the full fee to cancel their service. No apology or even acknowledgment of their own employee who scammed my parents into purchasing their service. We also have this employee's name and phone number. He will not answer his phone or return any voicemails after multiple attempts on our end to contact him. As of yesterday, all Skyline employees that both my parents and I have interacted with have represented the company as nothing more than a sleazy, corrupt scam that purposely seeks out and lies to people in order to get new customers.

  Business response

  06/16/2022

  Consumer Response /* (2000, 6, 2022/06/01) */ After contacting the company several times and many attempts on our end, over multiple days, to contact the employee that made the sale, we finally were able to reach him. He took the steps to resolve the issue and everything has been taken care of. He ended up being the only employee that seemed interested in helping. In any event, the issue has been resolved.

• Initial Complaint

  05/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company took complete advantage of my almost 85-year old mother as they misrepresented themselves and she did not understand what she was signing. When she called to cancel after realizing it was a different company than what she had, they told her she would have to pay over $***** for cancellation. She was confused and did not even realize that it wasn't ADT (her former company). When I called them to try to take care of it, the person on the phone asked "what her mental condition was" and I told them, probably not so nicely, that it wasn't their business. They said that they'd have to have "medical proof" of a "mental impairment". When I told the manager that they "hoodwinked" her, he sarcastically said "what does that mean?" This company COMPLETELY took advantage of my mother. They said it was an "agreement" and I told them it's only a binding agreement if both parties understand everything involved, which she didn't - AT ALL. Shame on this company. They took advantage of an elderly woman and this has her COMPLETELY frazzled and flustered. I do not have supporting documents as she can't find them. This makes my point.

  Business response

  06/15/2022

  Business Response /* (1000, 5, 2022/05/25) */ Skyline Security appreciates the opportunity to address Ms. ********'s concern, however, we are unable to locate an account with the information provided. Please provide the customer's name and address in order for Skyline to assist further.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started service with skyline security in January. I was lied to by the sales person saying I could cancel services at anytime and when I tried to cancel 2 weeks later they told me there was a 3 day cancellation window and that I couldn't cancel. I also only recieved censors for 2 of my doors and was supposed to get 3 and a glass breaking censor. I've been trying to get them installed since January and it's now may and still haven't received my censors. They are still charging me for services they have failed to provide. They said after 90 days of non payment it will get sent to collections but they have failed to resolve this problem after months of attempts on my end. I just want the services cancelled at this point.

  Business response

  06/14/2022

  Business Response /* (1000, 5, 2022/05/26) */ Skyline Security ("Skyline") appreciates the opportunity to address Ms. ******'s concern. After further review, Skyline has determined that all the equipment listed on the agreement has been installed (see attached). However, as a courtesy, Skyline was willing to install an additional sensor and glassbreak as soon as Ms. ****** brought her account current. Unfortunately, Ms. ****** declined and Skyline explained that we are unable to install additional equipment on an account that is several months past due. Should Ms. ****** elect to fulfill her duties to the agreement, Skyline is prepared to install the additional equipment she is requesting upon receipt of payment. Should Ms. ****** wish to terminate the agreement 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

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was contacted by someone saying they were from direct tv offering a special promotion on a security system. If I signed up for a security system I would get a **** discount on my direct tv bill and since I am a senior I would even get a larger discount. The discount would be $107.00 monthly and the security system would be $49.00 so it would be like getting a security system free. I would pay each bill separately and the contract was three years. When I agreed to this the installer came out the next day. The installer, ***** ******** ph: ************ assured me that many people had received this discount and it was a very good deal. A few day later I got my direct tv bill and no discounts were on it. I immediately contacted ***** and was told it was too soon for the discount to show up and it would appear on My next bill. I contacted direct tv and was told I had been scammed. I then called both skyline security and Brinks and was told too bad I had signed a contract and had to either pay the three years in full or Get someone else to take over the system. I have talked to the Resolution Dept at Skyline many times. They keep sending me emails and call me regarding this matter and each time say they have no record of me talking to them. I believe this is deceptive trade practices and I want out of this contract. I even told them I was going to report them to the BBB and they don't care. They deny any knowledge of the original scam artist that called me. When I checked I found this company has many complaints filed against them and numerous lawsuits. I suppose they don't care if one more is filed. It can be added to the stack of their other complaints.

  Business response

  06/06/2022

  Business Response /* (1000, 5, 2022/05/20) */ Skyline Security ("Skyline") appreciates the opportunity to address Ms. ******' concerns. Ms. ****** purchased an alarm system from Skyline on 2/16/2022. First, Skyline found no basis for claims indicating the use of deceptive or fraudulent practices. Skyline takes numerous steps to ensure each customer is fully aware of what they are in fact purchasing and that they are fully satisfied up front. Among other things, these efforts include: 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 personal e-mail address, monthly rate of $49.99 for a thirty-six month term (also indicated under Section 4 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 was no further concerns. 2) Additionally, Ms. ****** verified her billing date as every 5th of the month and understood the first month's payment would be collected twenty-four hours after the installation. Further, Ms. ****** confirmed she understood she signed an electronic Agreement and a copy was emailed to her for her records. Finally, Ms. ****** acknowledged she understood that Skyline did not take over and was not affiliated with any other company. 3) A recorded post-install survey 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. ****** and again, demonstrated full understanding of the Agreement terms. Additionally, she affirmed she was satisfied with the monthly monitoring rate. 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. After further review, Skyline noticed that Ms. ****** did not contact our office to present any issues until 4/12/2022, several months after the installation of the system. At that time and in subsequent conversations, Skyline offered several options, as a courtesy, such as a rate reduction and transfer of the system. However, Ms. ****** declined each option. Should Ms. ****** elect to fulfill her duties to the agreement, Skyline is prepared to honor the rate reduction previously offered. However, 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

  04/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Why are there people knocking on my door .wanting my to switch to Skyline .I have ADT. KNOCKING AND KNOCKING..I have a sign on my door...No solicitation. This company needs to acknowledge. We don't want any solicitation. ESPECIALLY. If we are working from home..

  Business response

  06/07/2022

  Business Response /* (1000, 5, 2022/05/23) */ Skyline Security appreciates the opportunity to address Ms.*********** concern. After further review, Skyline has determined that Ms. ******** is not a current customer and we will no longer be contacting her. We sincerely apologize for the inconvenience this may have cause. Should Ms. ******** have any further questions, she may contact Skyline directly at (************.

• Initial Complaint

  04/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a sales person knock on my house door to sell me a security system including outdoor cameras, he said that the cameras were the best in the market with an extremely sharp image and they were supposed to show little details even at night. I was convinced and went ahead and signed up for a 3 years contract after the system was installed I found out that the cameras were nothing like I was told, the images are not clear and don't show little details as I was told, I also wasn't happy with the system altogether, I informed the salesperson that I wasn't satisfied with the system and that I wanted to cancel, he replied and said that someone was going to give me a call from customer service, I waited 4 days and didn't hear anything. I called customer service myself and was told there was nothing in the system regarding cancellation and the rep said he was going to initiate cancellation and someone would call me back, again no one called back, so I called again and was told the same thing and still no one called back till now, and it's been almost 10 days. I sent 3 more messages to the salesperson but no reply. I also found out that ********** law does not allow more than 2 years contracts but they made me sign a 3-year contract. My kids also accidentally set off the alarm and we did not get any calls from the monitoring company as they claimed, which means that we are most likely not monitored. I have attached a sample camera image of a car on my driveway, the image does not show the license plate number even when you zoom in.

  Business response

  06/24/2022

  Business Response /* (1000, 5, 2022/05/23) */ Skyline Security ("Skyline") appreciates the opportunity to address Mr. *****'s concern. After further review, Skyline has determined that all issues within this complaint have been resolved as confirmed on a recorded phone call by Mr. ***** on May 5, 2022. Should Mr. ***** have any further questions, he may contact Skyline directly at *************. Consumer Response /* (3000, 7, 2022/05/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their response is not true, they never resolved the matter. I was told on the phone that I would have to pay the contract for 36 months in order to cancel, so I had no choice but to keep it even though I did not get the quality of product and service which I was promised. The images of the cameras' are so poor and not what was sold, also, there is a big delay in the notifications, I get the notifications minutes after the actual detection of movements. There are many issues with the quality of the system. Business Response /* (4000, 9, 2022/06/02) */ As previously mentioned, on May 5th, Mr. ***** agreed via telephone call to fulfill his duties to the agreement and requested addition equipment to be installed. On May 9th, Skyline installed an additional Skybell, 2 smoke detectors, one carbon monoxide detector and a siren. At that time, Mr. ***** expressed satisfaction with the installation of the system and did not mention any further concerns. Should Mr. ***** insist on terminating his agreement with Skyline before the end of the term, he will be held responsible for an Early Termination Fee.If Mr. ***** has any further questions, he may contact Skyline directly at ***************

• Initial Complaint

  03/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Customer: ********* I have a string of emails providing an overview of the issues related to the alarm system. In addition there have been multiple phone calls and messages. We were sold a "free" system on October 13, 2021. Then we were told at the time of installation that our application required a $500 adder for a better panel for the system to work. We paid the "bait and switch" $500, and here it is, five months later and the system is still not 100% operational. It has intermittent phantom alarm messages. We have been waiting since the end of January for new sensors to be installed in 'trouble' areas identified by their technician after they asked us for "one more chance'. We are tired of waiting. We cannot get a response from the service/technician. We recently filed (using their process) for a contract resolution - letting us out of the contract WITHOUT having to pay our way out. In addition, we want them to remove their equipment, and return the extra $500 we paid for the 'free' system. We have also paid a monthly monitoring fee for a system that has problems. We have not gotten any response.

  Business response

  09/16/2022

  Business Response /* (1000, 6, 2022/04/22) */ Skyline Security ("Skyline") appreciates the opportunity to address Mr.******'s concern. Per Skyline's records, all issues have been resolved as of April 14, 2022. Should Mr.****** have any further questions or concerns, he may contact us directly at ************** Consumer Response /* (3000, 11, 2022/08/15) */ *********, An update. We were willing to withdraw the complaint if the final issue was resolved. They did some things that appeared to work. However, we have had continuing problems. We now have three sensors that are not operational and have to be bypassed to set the alarm today. We don't know when the next sensor is going to fail. Luckily we were home when a false fire sensor alarm went off - we were able to avoid the Fire Department responding to the false alarm. We are ******************* not having a reliable system is very distressing. The local service techs have tried to help, but the system is still flaky and it has been over a year since the installation. And it still doesn't work. It's very frustrating, especially since we had to pay $500 for our "free" installation to try and resolve some of the earlier problems. And now we have been trying to get a return call from the local service and they have ignored us for the last month. We need your help to have them remove their unreliable system so that we can look for a system that will be operational. We need the fire sensors to work. We nee the door sensors to work. Paying for the service and being ignored is tough when you are on a fixed budget. They have told us that we have to buy our way out of the contract - that doesn't seem fair when it's their problems that have kept the system from being reliable! Since it was installed in October of 2020 I don't think we have had even four weeks between failures! We need your help in getting this system removed, and the contract cancelled. Thank you, **************************************************************************** From: ************************************************* Sent: Thursday, April 21, 2022 5:03 PM To:******************************** Subject: *** Complaint Case# ******* (Ref#**************************) Complaint ID#: ******* Business Name: Skyline Security Management, Inc. Thank you for contacting ***. Your complaint was received by *** on April 21, 2022 and has been assigned case# *******in our files. Please make a note of this number for future reference. Your complaint has been applied to the following business: Skyline Security Management, Inc. ******************************************** The case has been reviewed and has now been forwarded to the business for their response. This business has until May 15, 2022 to respond to your complaint. You may contact our office after May 15, 2022 to check the status of your complaint. We encourage you to use our ONLINE COMPLAINT system to keep up with the progress of this complaint. To view the details of your case please go to the following website address: *********************************************************** Sincerely, ********* ********** Complaint Specialist *** Complaint Department Business Response /* (4000, 13, 2022/08/26) */ Skyline appreciates the opportunity to address Mr.******'s concern. Our records indicate that the only notification we received from Mr.****** regarding the issues is this complaint. Upon receipt, Skyline has opened up a service case and will be contacting Mr.****** to resolve the issues. In the meantime, should Mr.****** have any further questions or concerns, he may contact Skyline directly at***************

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've filed a criminal complaint with the 12th District of Philadelphia, Also, I've escalated my complaint to the district attorney. On October 11th, 2021, I was working at home when ********** rang my doorbell. At first, I turned him away. After all, I was not interested in purchasing a security system because I already owned a ****** home security system. **** knew I had a contract with ****** in which I subleased equipment through *******. I was curious as to how he knew my billing arrangement with ******/ *******. He explained his company was buying out all of ******'s security systems in which he was going to pay the full balance of my ******* Credit Card and $49mo, With an attempt to save money, I agreed to security services but within 24hrs. The agreement didn't feel right so I called **********'s cell phone to cancel. I have a documented email from **** ***** sending to his supervisor that the customer canceled the service. I've called Skyline and Brinks several times expressing my desire to cancel because the service rep didn't fulfill the agreement to pay off my credit card. I reported the charges fraudulent to my bank and notified the credit bureau of this Fraudulent transaction. The sales rep resurfaced again, Trying to sell me another security system by the name of First Guardian/ Vector. The owner **** **** wrote in an email that I believe a fake letter of resignation to your company, Skyline Security ("SKYLINE") which I received from your sales rep **********. When I spoke to someone at legal from your company regarding this matter she said ********** was terminated from your company and did not resign. ********** used to work for ****** before he worked for SKYLINE. When he did work for SKYLINE he went to his former ****** customers cancelling them and telling them he would pay for their termination fee from ****** which he never did leaving the customers responsible to pay the termination fee for ****** while also responsible for Brinks.

  Business response

  06/03/2022

  Business Response /* (1000, 5, 2022/04/26) */ Skyline Security ("Skyline") appreciates the opportunity to address Mr. *****' concern. After further review, our records indicate that several statements in Mr. *****' complaint are inaccurate. Skyline does not have a record of Mr. *****' cancelling within his 3-day Right of Rescission. However, Skyline records do indicate that Mr. ***** contacted our office requesting the installation of a wi-fi extender on October 25, 2021, weeks after the installation of the system. Following the appointment on October 30, 2021, Mr. ***** expressed satisfaction with the system, contrary to the claims that he cancelled the following day. Furthermore, Skyline attempted to resolve the concerns even prior to this complaint, however, Mr. ***** did not accept the proposed resolutions. Should Mr. ***** wish to discuss the matter further, he *** contact Skyline at (XXX)XXX-XXXX. Consumer Response /* (3000, 7, 2022/05/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Attached is a copy where the sale rep **** ***** clearly states I canceled within the 3 day right of rescission time frame. Also, I have ****** security system which had no lapse of service. Business Response /* (4000, 10, 2022/05/16) */ Skyline appreciates the attached letter, however, it completely contradicts our recorded phone calls with Mr. ***** after the 3-day cancellation period. We will not be honoring the content of the letter. Should Mr. ***** wish to discuss this further, he may contact Skyline directly at **************** Consumer Response /* (4200, 12, 2022/05/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) ********** sold me the security system, he confirms my 3 day ROR cancellation. Furthermore, I never cancelled service with vivint due to the fraudulent nature Skyline employee gained access to my account. I have filed a complaint with the district attorney.

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a disabled senior citizen. A representative of Skyline Home Monitoring came to my home on March 12, 2022 selling their security system. I was told by said representative that the system he was selling was completely wireless and I would have to do anything to them. That they didn't do contracts and that I could cancel at any time. I agree to the system. 2 weeks later I get a message saying the cameras placed on the roof need to taken down and charged. I was not informed of this and told them so. I was told they could do it but would be an additional $50 each time they come so I asked to cancel the service. Now I'm told I'm under contact for 60 months. I explained I was told there was no contract by their representative and that I could cancel at anytime. I'm told I only had 3 days to change my mind about the service. I explained this is not what was told to me. They told me they are sorry but I will have to pay them $**** to cancel their service.

  Business response

  05/17/2022

  Business Response /* (1000, 14, 2022/05/06) */ Skyline Security ("Skyline") appreciates the opportunity to address Mr. *******'s concern. After further review, our records indicate that all issues have been resolved as of April 27, 2022. At that time, Skyline installed solar pads to wirelessly charge Mr. *******'s cameras at no additional cost. Skyline considers this matter resolved. Should Mr. ******* have any further questions, he *** contact Skyline directly at (XXX)XXX-XXXX.

• Initial Complaint

  03/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  False information, poor service. We were told we were getting an upgrade to our ADT security system and then they installed a new Brinks system. One of our panels has never even worked. We have called multiple times and never had a resolution to our concerns or problem with our system. We waited on hold for over 1hour multiple times then hung up on. We attempted to contact them multiple times to get our system working & to cancel without any success. The WORST customer service and misleading encounter we have ever witnessed with any company.

  Business response

  05/05/2022

  Business Response /* (1000, 5, 2022/04/21) */ Skyline Security ("Skyline") appreciates the opportunity to address **********' concern. As of April 8, 2022, ********** advised that all issues have been resolved and that he is satisfied with out service. Should Mr. or ********** have any further questions or concerns, they 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. ↩