Complaints

• Initial Complaint

  11/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was given the run around from the start. Two different companies came to install my security system and never even finished hooking it up!! My cameras don't even work !! I stopped paying the payments and it hurts my credit score terribly so I have continued to keep paying for absolutely nothing!!

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  These people continue to get their money, but when I call and ask them to fix their system they tell me that there will be a service fee. Back earlier in this year they sold me a contract for $20 extra per month and I would have all the service call I needed without any other charge. My system has been down for months now. My last call to them, the lady said she would have a supervisor call me. Guess what 2 months and still no call. On top of all of this core is going through bankruptcy court and sent a letter saying we would still have the same great service. I think if that since they are in bankruptcy, we should have the option to opt out without penalty.

• Initial Complaint

  09/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I signed with a company years ago with my debit card only to find out years later I was billed by a different name safe home security is this the same company? Because I don't ever remember signing with anyone else I had canceled the service in 2020 but my question is why my alarm panel says core home security but being billed by another? I can't seem to get this information from safe home? They will not send me a copy of my account nor my signature? When I canceled they never told me I had a balance or anything but kept sending me payment's due? My question is why I have your yard sign and panel with your name and phone number? And not safehome I contacted the attorney general and lawyers telling me not to pay because under investigation at that time. And I'm confused in whom or what is going on. I recently received a debt collection from 2021 when I canceled in 2020? I would. Like to know what is going on and this sounds so scammy from both parties. Why did I have a balance? Till six months later Why do they keep sending me sign up forms And bills adding late fees? And who was I actually paying? Why so many different addresses on these bills? I'm really needing to know what to do? Was I sold to them along with my social security number and security code? Or is this the same company?when logos are different and colors and owners say different as well.on line as well as states and addresses.

• Initial Complaint

  09/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Have diligently paid for this companies services for several years now. Initially paid a ridiculous amount for the equipment, especially a camera for our back yard that doesnt record, only could see live view. Price has increased without notification. Now we switched internet companies and can no longer use either camera nor our garage door from the app. More recently, our neighbor was able to open our garage door with her remote programmed in her car. I called about the issue over the weekend (safety concern), was told it would be put in as an urgent matter and they should contact me Monday which no one ever did. Monday/yesterday I called just after 4pm since it had been the majority of a business day and I had not heard back. Again, was not able to speak with a proper representative to help, put in another ticket. Today 9/24/24 I called around 1:26pm and was again unable to be transferred to the proper representative. I also placed a ticket on the app myself yesterday. Multiple attempts and am unable to get a representative to call me. Very dissatisfied with their service and yet we continue to pay but they are not upholding the coverage or proper customer service at the least.

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Saturday morning I open up when the alarm was activated. It went off, I punched in the code and tried the key fob, both did not work. They called and I told them it was a false alarm, and they told me they&#**;d turn it off. The lights were still active on the keypad, so I went to the panel to try to put in the code, couldn&#**;t find that. Tried the key fob, couldn&#**;t find that. I tried calling them and it was an answering machine. Every time I went outside my house it would go off and they would call. They said they would put in a ticket and get it fixed Monday, and I have not called at all. I called them and the answering service is closed. I went outside of the house and went back in, both times the alarm goes off. All they could say is that they can put it in a ticket while I am stuck in my house if I want to avoid the alarm.

  Business response

  09/10/2024

  Customer Mrs. ***** first called in on Saturday regarding her complaint on her alarm system. Our customer service support proceeded to call her back several times where we left voicemails and even sent an email to return call for service assistance. Reviewing the account today we rebooted Mrs. ******* panel and her service has been completed 

  Customer response

  10/04/2024

  I do not agree with your decision.  Core *************** make no effect to contact me.  I contacted them, because I was told that they had put in a ticket, and someone would get to me on Monday. No one did and I waited all day by the phone.  I call on Wednesday, Core *************** all they did was beam the box.  Something they could  have done on Saturday. But no ******************** put me through torrant the whole weekend until Wednesday, the alarm will go off every time when out the door and their know the situation but Core Home Securitites choose to call each and every time to ask ifthings okay.  

  I pay my bill and now I recieve a letter Core *************** declare bank.  I am ask you please reopen my case get me out the contract.  I have see my doctor, my pastor and family and friends to calm me down.  I could not understand why cou.d con send soneone outm I was stressing, upset. That noisie was drive me up the wall and iseem that Core did not want to work with me at all.  I believe that Core Home Securjities should take rresponsibilies for their lack of action because it I do not paid my bill.  Core Home Securieties will report to the credi bureau.  I hope you caan make sense out this . it got me upset again o relive this again.  Core *************** say they rebooted me ,No, Madame, I rebooted them And let get it rright , I am Ms ***** and not ***** Check myh account.! Thank you and God Bless.

• Initial Complaint

  09/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Aug. 18, 2024 my alarm system stop working. It would not arm by the control panel or the app. Made contact to Core home security on Aug 19th 2024. The answering service took my info and would file with customer service. I was they have 24 hours to respond.Aug 22nd 2024 still haven't received a call or any communication from Core Home Security. I called once again and got the answering service. They once again took my info and have 24 hrs to respond. Aug 23rd 2024 once again called and got the answering service. I was told they called the numbers to customer service to be sent to voice mail. The answering service marked my call urgent.I made other calls to Core Home Security during the week. Only to be told they will contact me within 23 hrs.Aug 28th 2024 made another call. File another ticket thru the answering service. I did receive a call back from a customer service representative. They told me they will find a service technician to assist with my issue. They will call to schedule a day and time.Aug. 30th called about the technician and got the answering service again. I have made several attempts to find a resolution but Core Home Security doesn't seem to take my request seriously. I am asking for Core Home Security to resolve my issues with the alarm system or they cancel the remaining time on my contract.

  Customer response

  09/18/2024

  On Sept. 9th 2024.  I sent a certified mail to the business address as posted on thier web site.  As of Sept. 18 2024.  The letter can not be delivered because the office is closed for business.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I paid cash for all my Equipment. During our most recent storm Something happened to my doorbell camera. And it needs to either be repaired or Replaced. I have been trying to contact this company for 38 days straight With no responses from anyone. I have my elderly mother Living with me and we aren't in the safest neighborhood so I did rely on that camera A lot for our safety. I really just want My camera Is to be either repaired or replaced.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The company installed a security system incorrectly, blew 3 outlets and requires an electrician to repair. They will not respond to inquiries but love to send me bills.

  Business response

  06/12/2024

  In response to this bogus complaint, I have attached 2 screenshots. 1 reflects our time stamped notes which show the customer has not reached out or communicated with anyone in our office since installation in July 2023. The 2nd reflects an email that was sent to me TODAY. The customer states that he has thrown away our equipment 2 months ago. Again we have had no communication at all. And we were never notified of any damages made. If made aware they would have been addressed and resolved. There is 1 thing the customer forgot to mention and that is that he has not made a Monitoring Contract Payment since 12/2023. This alerted me to look into his account and check in with our ******************* Now the account has been terminated and placed in collections for Non-Payment. Thank you. 

  Customer response

  06/12/2024

   
  Complaint: 21837908
  
  I am rejecting this response because: I was not even in the state of ******* during that month! They are flat out lying. I had to have my cable and internet replaced because of their actions. They are flat out lying. I reject a bold faced LIE obviously. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On August 16, 2023, Core Home Security came to my home to install service. Due to a stroke in my brain, I explained to him that I could not read and understand the contract. I also told him to do this, that Core Home would have to agree to pay any and all remaining charges on the account to ADT. He then said he would call and see if they would agree with these terms. He came back in and said they agreed, but I still had to sign the contract to get things going. I have a witness that can verify this information. The total owed to ADT was $1,188.77. The charges to ADT included early terminations fees, etc. I have already paid all but $367 to ADT.I would like to see Core Home refund me the $1,188.77 in full as they had agreed to. If they do this, I will continue to use their service. If they will not pay this money, I will consider the contract void. I have contacted Core Home numerous times, and told them to have someone call me regarding this matter, and I have heard nothing.

  Business response

  07/01/2024

  **************** i have uploaded a time stamped report of all of the communication in regard to your previous account with ********************.  Our Company policy is and always has been that we cover up to $400 for a final bill from any previous company when switching to Core Home from another Company. We have spoken to you multiple times about this and we also explained that in order for us to pay any final bills we need a copy of that final bill emailed or mailed to us to have on file before we can pay out anything at all. These 2 company policies were explained to you on several different occasions which were documented in the notes on your account. on 11/13/2023 you called in and threatened us that if we did not just blindly pay you $1,100 that everyone would loose. Once again you were explained the company policies which are that we cover no more than $400 and in order to make that payment we need a copy of the final bill. Core Home Security has never received any final bill from you at any point in time. Further more as of 02/22/2024 your account was past due 4 months as you had not made a payment for monitoring. After making numerous more attempts to reach you in regard to these issues your account was terminated and referred to a collection agency. We also have photos of mail being returned to sender that we sent you in regard to this issue. on 05/21/2024 you called in again and Spoke to the Billing Manager who offered to re-instate your account and provide you with the company maximum $400 twords your final bill if you would become current with Core as well as provide a final bill, you yet again refused to provide a final bill and demanded we just pay it. We can not do that. The last thing i want to mention is on the last page of your contract with Core Home it clearly states that we are in no way affiliated with any other company and also that we can not cancel any previous company of yours on your behalf. You signed with a WET Signature on this page acknowledging that We can not Cancel ADT on your behalf as previsouly stated by you as well.  Core Home has made multiple attempts to resolve this issue per our company policies and you have been unwilling to provide what we asked you to provide, and at this point your account has been terminated and referred to a collection agency due to the non payment. This is no longer an active customer of ******************** at this time.

• Initial Complaint

  02/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company has been the worst waste of hard earned money. We bought this system a couple of years ago. They still have not completed the installation. When you call for service you get the run around and they Never return your call. ********************** with this company it is the worst scam.

  Business response

  02/16/2024

  This system was originally installed in 2020. I have attached a screenshot of the communication log between the customer and our company. As you can see there was none. The last communication we had with this customer was in March 2021 when the customer still did not have adequate internet to support the alarm system. The next time the customer reached out to us was on 2/8/24 and it was immediately assigned to a customer service rep who called and left a voicemail. If there was any equipment owed or services not being rendered, why wait 3+ years to reach out? And then file a complaint which has no credibility?

*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. ↩