Complaints

• Initial Complaint

  01/22/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We have cancelled our home alarm monitoring contract with Securitas Technology corporation effective December 12, 2024. Since that time we have received multiple alarm monitoring calls stating "there has been a loss of RF communication" from Securitas Technology. Each time we have spoken to their dispatcher and told them that we no longer have an account with them but in spite of multiple calls, it has never been rectified. All that is done is that they put a 2 week block on alarm communications and after that we start receiving the alarm calls again from Securitas. We would like to have them take our information out of their system and stop bothering us with their alarm calls.

  Business response

  01/24/2025

  This account has been cancelled per the customer request

• Initial Complaint

  01/21/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I talked to a regional customer service rep asking why the contract is stating that I have fire monitoring. She said yes I do have the coverage. I have called back to talk to her, get other people and the other people take a message but I never get a call back. I want to pay my bill but I want to talk to someone first before I pay it and am only paying for intrusion. I would like to have contact with the business.

  Business response

  01/24/2025

  This notification has been received we will work directly with the customer to review and reach a resolution.

• Initial Complaint

  01/20/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have completed my contract. I gave them notice before the contract end that I wanted to cancel via email. I have 4 follow up emails and called the phone number ************** on their website to cancel. I have received email replies that I customer service representative will call me. They never call me. I sent another email today and filled out their customer service form on their website. I have been also been on hold with the number above for 60 minutes.

  Business response

  01/24/2025

  This request has been provided to the appropriate team for review and resolution they will work with directly with the customer to resolve.

  Customer response

  01/24/2025

   I am rejecting this response because:
  
  This is the automatic response I have received by email numerous times. The Loyalty Team that Securitas refers me too never contacts me and I have no way of contacting them. Tuesday, Morning (January 21) I got a hold of a customer service agent on the phone. I was told that they would send an internal email to the loyalty team (they do the cancelations) and they would contact me. I provided all my details including the best number to reach me at and I have received no response from them. 

  I have been waiting months with no contact, I have sent emails with the response we will contact you and no contact is made. I have called their number no reply, I have left messages on their general mail box, and completed the online form and no reply. 

  I think this is a standard automated answer and there is never any follow through and I have to keep paying them until they get back to me. This is unacceptable, I shouldn't be forced to have to keep paying for a service monthly after I have completed my contract obligations. They always got back to me when I had a contract, no that I don't I can't get a call back or be put through to a person who can actually cancel by monthly subscription. 

  Thank you 

  Customer response

  01/24/2025

  Thank you for your help! I have finally been in touch with Securitas and they have cancelled my account. The customer service person was very helpful and worked to cancel my account as quickly as possible. This issue has been resolved and your support was instrumental in making this happen. Thank you 

• Initial Complaint

  01/16/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  08/01/24 I have been trying to contact ******** regarding the commercial alarm system not working since August. They are aware of the issue and sent a tech out once and the tech said someone would be back out because he couldnt solve the issue. No one has came out since and today is 01/16/25. I have tried reaching this company multiple times by calling and even emailed but no response. I keep getting sent bills for the services which I will not be paying since the alarm services have not been working since august . I even had to open my retail location 24 hours since the alarm was not working. I want to cancel my service and will not be saying any remaining bills as well because service was not provided.

  Business response

  01/21/2025

  We have received this communication and are working directly with the customer to resolve.

  Customer response

  01/23/2025

   I am rejecting this response because: I have not received a response from anyone regarding this matter 
  
  
  

  Business response

  01/24/2025

  A second communication has been sent to the provided email address to gather the necessary information for resolution as well as a voicemail at the provided day time phone number.

• Initial Complaint

  01/09/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been attempting to cancel this account since 2018. Every year, they continue to charge us for monitoring services that they simply cannot provide as the equipment was replaced at that time. They continue to ask for information that we simply do not have and refuse to help and continue to charge us.

  Business response

  01/09/2025

  We are communicating directly with the customer in order to gather the needed information to complete their request.

   

• Initial Complaint

  12/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was charged $561.79 to replace a door sensor for my home security alarm. It was a simple job that I e mailed Securitas in Feb 8 about their overcharge. I never got a reply. I have had multiple false alarms and the police have come to my place twice this year, the panel beeps in the middle of the night that the hall motion sensor is malfunctioning intermittently waking me up. I have spent hours on the phone with them being transferred between their customer service, monitoring and service departments. I have written several e mails telling them I want to cancel service, the first one November 28. They will not cancel l my service and continue to bill me for their monitoring service which I cancelled. I disconnected my alarm from its power and battery to stop the intermittent beeping and now they are sending me automated calls every day to tell me to check my system. Today I called their monitoring station again and they said they would put my system in test mode to stop the calls to check my system yet I’ve gotten another call from them to check my system just 2 hours later. Their gross incompetence, lack of communication within the company, over billing, and disregard for their customers needs to be reported to their higher management.

  Business response

  01/02/2025

  This account has been cancelled per the customer request and is being reviewed for any necessary credit.

  Customer response

  01/06/2025

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  12/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Have been trying to cancel this account for almost 1 year. We no longer have their security service. When this company changed from Stanley to Securitas their customer service was awful! I have completed every task that has been asked to cancel the account, I have all names and dates of who I have spoken with. I have been told to email *****************************, which I have done at least 3 times! Each rep. that I have talked to tells me that someone will get back to me…I HAVE HEARD NOTHING! Please help, we just want this account closed and to stop receiving bills.

  Business response

  12/20/2024

  The account has been cancelled per the Customer request.

  Customer response

  12/20/2024

  The last payment we sent to Securitas was dated 12/20/23 in the amount of $339.73.

  I am requesting confirmation from Securitas Technology that no other money is owed to Securitas Technology as of today, 12/20/2024.

  Business response

  12/23/2024

  This account has been cancelled per the customer request using the originally requested date.

  Customer response

  12/23/2024

  I understand that Securitas Technology has cancelled said account. I would like confirmation from securitas technology that there are no payments pending or owed. Please confirm.

• Initial Complaint

  12/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In June 2024 I paid a 6 mo bill from Securitas for alarm monitoring (7/1/24 - 12/31/24). The bill was paid by check and mailed to ***** CH *****, Palatine, IL *****. On Aug 30, 2024 I canceled my security monitoring. I was told that I had to give Securitas 30 days notice. So, my alarm monitoring would end on Sept. 30, 2024. I am due $104.88 refund for the months of Oct, Nov, and Dec 2024, and this was acknowledged by Securitas. My account has been passed from one Securitas person to the next. I have emailed our "Service Cancellation Request Form" to various people several times. Now, my account is in the hands of ****** *********, ******************** Associate, **************. Although this is the phone number she gave us, when we call this number the phone is answered by a gentleman in **** that, while pleasant, doesn't seem to know where ****** is. I spoke with the gentleman in **** today 12/5/24, and he said our account was "clear," but he could not tell me if my refund was in process or if a refund request had even been submitted by a Securitas employee. A Securitas email dated Nov 1, 2024, states "no credit can be issued until a credit balance is open in your account." The gentleman I spoke with today in ******************** could not tell me if a "credit balance" has been issued. If I did not pay my bill, Securitas would have cut off my monitoring service. When I want a refund, Securitas cuts off contact! I

  Business response

  12/17/2024

  We are reviewing the information provided by the customer and will work with directly with them find a solution.

  Customer response

  12/17/2024

  Thank you for your response.

  We have been told numerous times by different people at Securitas that they were reviewing our account, including most recently December 10, that the retention team was reviewing our account, that the cancellation team was reviewing our account.  We never get a response from the retention team or the cancellation team. We did not have a contract with Securitas, we provided the required 30 day notice of cancellation as required. It has been 107 days since we provided the notice of cancellation and 77 days since our service was cancelled.
  

  Customer response

  12/17/2024

  We received a response from Securitas this morning. (See below)We will be sending them the information they have requested. 

  Hi *******,
  Ill be submitting the refund request now. Ive attached a document for you to fill out and send back to me so I can finalize it.
  Apologies for the delay in getting back to youweve been handling a high volume of requests.
  Let me know if you have any questions!

• Initial Complaint

  11/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am having difficulty cancelling my security monitoring services with this company. I first notified them on November 8, 2023 by phone and asked to have my services discontinued. I was given the cancellation reference number ********. I then had a new wireless security system installed by a different company. I no longer needed the services of Securitas. I have received three recurring invoices from Securitas for continuation of monitoring services through 03/31/2025. I reached out to Securitas by phone and email on 03/21/2024. I was told that my account was still active. Asked them again to correct this situation. No response back. On 05/03/2024, I called again and talked to a representative and also emailed her. She said that my account was still active and that she would relay the message to the correct department. I never received a reply back. In September, I received the third invoice and called Securitas to check on the status of my account and was told it was still active and had not been cancelled. On 10/22/2024, I called Securitas to check on the status and was told it was being taken care of and someone would call me back. No one ever called. In early November, (no date on letter), I received a past due letter for the total of all three invoices. I am unable to reach anyone from the Collections Department by the phone number given. I have tried many times. Today I called again and was able to leave a message. I am totally disgusted and frustrated with this company and their service. I do not want to be billed for a service that I thought and was told was cancelled in November of 2023.

  Business response

  12/03/2024

  This account has been cancelled per the customer request.

  Customer response

  12/09/2024

  [[BBB transcription via email]]

   

  
  

  This email is to notify you of my response to the message from Securitas Technology Corp. regarding the complaint ID ******** that I submitted.
  
  I am not satisfied with their brief response. I would like more information from them before you close this case. I would like to know if they backdated my cancellation effective on November 8, 2023 when I first contacted them.
  
  I also want them to confirm the total amount of $717.06 that they say I owe will be removed from my records.
  
  Thank you for your assistance.
  

  Business response

  12/09/2024

  we have contacted the customer to provide answers to their additional inquiries and will continue to work directly with them.

  Customer response

  12/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  11/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In April of 2023, I was approached in my convenience store to switch security companies. ***** ********** worked for Anchor Security at the time. It would be a cellular system and seemed like a good idea. (although I was verbally told I would not be in a contract – I did sign a contract that locked me in…. not really a big deal as I wanted the service) My service went in and I didn’t think much more about it, until July 2024. We had an incident in the store that required the Panic button be pressed. About 10 minutes later the landline rang, and it was the monitoring company saying, “you pressed your panic button?” Not the service I was told I had, not helpful to myself or my staff. I did contact Anchor and they told me they fixed it… but I can’t test it.. If I push the button and its not an emergency I could be charged. Then in October I had the front door of the store smashed through the night… the security company did not respond at all, I have been in contact with the security company… all they will say is You don’t have a panic button!! I have contacted Securitas 4 times now, I've been told I would receive a call from their loyalty department... did not happen, so I called back, I was told that I would receive a call from a manager, that did not happen. Then I called back and was told that I am covered... however, the 2 times I required my system it failed me. The staff are very rude and not helpful. They keep saying I don't have a panic button... I pointed out that there is a disconnect between what i have and what is showing... again no help. I called back again the next day and was told they won't let me speak to a supervisor and then hung up on me. I am looking for help as I am paying $62.09 and am not protected.

  Business response

  11/18/2024

  This has been forwarded to the correct team and they will work directly with the customer to reach resolution

  Customer response

  11/22/2024

  I received an email from Securitas with an offer, I have reached out to them 3 times (by phone call and by email).  I would have been open to discussing their offer... with some changes... but they won't even speak to me.  So I would stand firm on asking to be released from my contract.. they have breached the contract they have with me and their customer service is terrible.

  Thanks,

  *****

  Business response

  11/27/2024

  We are currently corresponding with the customer as of right now, we are sending a new offer shortly

*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. ↩