BellMTS Smart Home

AAA alarms, a wholly owned division of ***, has been withdrawing service payments from my bank after I cancelled service.
In November 2019 I cancelled all *** accounts, due to excessive charges. The accounts I had with *** were phone, internet, cable tv and AAA alarms, all billed through *** and paid by automatic monthly bank withdrawals. Only the AAA alarm accounts were cancelled without problems. Months later I discovered that AAA was still making monthly withdrawals. When I contacted AAA a couple of months ago they told me that the alarm system was still active and that I had to pay for the service which I was unaware was still active. They said that I hadn't cancelled with them directly. I advised them to immediately cancel my alarm account and asked them to please refund all charges they had made from the date I cancelled all my services with ***, their owners. I was advised that AAA operated as an independent company and would not issue a refund just because I had cancelled all *** services.
I cancelled my bank account and transferred my banking services to a Credit Union much closer to my home a few months ago.
Today I received a Statement from *** on behalf of AAA Alarms showing charges for "Recurring Services (22.18), Returned Payment (54.64) and a Late Fee (.55) . They have obviously tried making charges on the closed bank account
for AAA Alarm charges which have been cancelled with both *** and also AAA Alarms. Please rectify this run around, unwarranted and unauthorized charges and have AAA issue a refund of charges made since the account was cancelled back in November 2019.

I've been a AAA Alarms *** customer for the better part of 15 years. It provides mediocre service at the best of times and is frustrating to deal with in every aspect of its operations - monitoring, billing, and customer service. Even the original installation was sloppy. Every alarm call I've ever received has been a false alarm (touch wood) and I cannot recall a single instance when the operator was actually helpful in dealing with the alarm.

Only inertia keeps me with this company - that is, avoiding the bother of a new alarm installation by a better service provider. Do yourself a favour and consider one of the alternative alarm companies.

My father passed away Dec. 31, 2019 and on February 6, 2020 I received an invoice for services that commenced February 1, 2020...the issuing date on the invoice is February 3, 2020. Immediately upon receiving the invoice I emailed and cancelled service.

On February 20, 2020 I, executor of state received an invoice for $8.06 for services from February 1st-7th. I called and spoke with a customer service representative and was told that it's their policy to issue the invoice on the first business day of the month even though services had already commenced and the Executor of state is still responsible for the services already provided.

My response was that the estate should not be responsible for services that were not given ample opportunity cancel services prior to issuing an invoice.

AAA Alarms*** was not able to provide a contract stating my father, the deceased had signed authorizing this service.

Cr: ***
Invoice number: ***
Product_Or_Service: Alarm Monitoring Service
Order_Number: ***
Account_Number:

Advised service provider of cancellation of services, they took my information and advised that the contract buyout amount would be waived due to long standing account status.
Service provider changed their mind and invoiced in the amount of $479.80 for a contract buyout, they decided that they had read the terms incorrectly when I cancelled my services.
I requested that the company stand by their word as what they have done is unethical and they would not honour the terms that their employee had made at an earlier date - unfortunately I do not recall the date that I made the initial call or the employee I spoke with however the company did take detailed notes, they just refuse to stand by the word they gave to me.
the employee I spoke with 10/10/2019 is Robin and the manager who refused to honour the terms initially promised is Jennifer ***
Account_Number:

We were contacted by a collection agency for service costs incurred at a previous residence which had an alarm system monitored by AAA Alarm. According to the collection agency, the bill is for unpaid services for period July to December 2018. We had moved out of that old property (***) July 1, 2018.
Before we moved out of this residence, I had asked AAA to move our alarm service to the new residence (***) since we had already sold the old property. A service agent went to the new property to assess the alarm system appropriate for the new property. After evaluation of the costs and services offered by AAA, we decided not to have any alarm system installed since the area is fairly new and relatively safe.
The fact that we had requested to move our service to the new residence would have been enough for them to understand that we would have already moved out of the old address. Or at least confirm by phone that the old service is no longer required.

We also had not received any bill, to this day, from AAA about our outstanding account. They just decided to send our account to the collection agency. *** The least they could have done was send a bill so we can inspect, negotiate and settle appropriately.

Now we are left paying the outstanding account plus interest and penalty for a property that is no longer ours.
Product_Or_Service: Alarm System

and now taken over AAA Alarms. I called them up as I had to change our WiFi password. They indicated that they could do this for me on May 17, 2019. I was told the alarm needed to be updated because of the Wifi change. I called *** service numerous times and they have No one available after 4:30. I work till 4:30 everyday and since the 17th my alarm has not worked. If someone decides to break in I have No active alarm system. I tried calling on May 22, 2019 from work and the lady that answered the phone indicated that she would call me back. I didn't receive a call from her or as I was expecting a service person who could of possibly tell me what to do or book a service call with me. I did mention this to the lady on the phone but I did not receive a confirmation from her.

My major complaint is I am paying for monitoring, which I don't have, and if we have an emergency in our home the alarm which I paid for in full, doesn't work at all. When AAA Alarm was not part of *** I was able to get hold of them after hours if I needed service which is why I signed up with them. Now, there is No service after 4:30.

Can I opt out of the contract based on the inconsistency of service from before to now.
Product_Or_Service: Alarm Installed

Phoned AAA alarm system regarding monthly monitoring service. I was told that since it's a monthly service, it will be 3 month billing so I make payment every quarterly. That's all I was told on the conversation. There was no mention of a contract for monthly service or 30 day notice prior to termination of service; and I didn't recalled signing a contract for monthly service. For the 3 year term contract, people are hooked up with 3 year term and to comply the 30 day notice prior to termination.
Sometimes in October 2018, I phoned regarding financial situation, I was advised to email them about suspension service. AAA alarm system replied thru email 'suspension of the monitoring service? from Nov 2018 to April 2019; monitoring and billing will automatically resume on May 1, if suspension extension is required therefore to contact them. I did paid the last bill for October. In March 2019, I received a bill from AAA alarm company; I was very upset and that there's no reason to bill and make me pay for no service. I emailed them to inform my decision to terminate their service and that there's no reason to bill me. Next month April, they sent the same amount of bill with interest charge added. The reason to suspension of their service was due to 'financial difficulties'; they did not provide the service; and they can't make me pay for no service rendered. I did not violate their policy, it's a monthly contract not a 3 year contract. Therefore AAA alarm company should NOT bill/charge me any to this regard and to clear and close my account.
Product_Or_Service: monitoring service

I can not believe I have to give a star rating as they are the worse company to deal with. I was advised in January I owed money. I put money on the account. I always put a lump sum down and let the money be applied monthly.
I was advised in email my EFT payment did not go through for 0.97. I do not have EFT set up with the company, nor would I have one for 0.97.
I then received mail telling me my EFT payment did not go through with a $30.00 charge. I looked at the bill and it was for someone else. AAA sent me a notice of someone else's information and how much they owed.

I phone AAA on the 18th of January to advise of the mishap. Mary of customer service told me to email her everything. She was very rude and condescending, treating me like I was in the wrong. I was told her supervisor was away on the Tuesday but I would hear something within 3 business days. It has been two weeks now. I have phone numerous times to get an answer, can not get past customer service front lines.

They told me it is with the privacy division of ***. Would not give me a phone number or contact name. This is *** do they not have incoming lines. ***

I have phoned again last week and was told someone would call me from the privacy area by Friday the 1st of February. NOTHING.

I phone today, left a message for a person by the name of Carolyn. She is in charge of my account at this point and NOTHING. Just phoned and still can not get through.

I am very disappointed with this company and how they are treating me. They have again sent me another bill telling me I owe money. I am tired of being treated this way. I will be switching companies as soon as I get this solved.

Michelle

I'm writing about repeated attempts to take over my existing system. This system was installed in 2015 and monitored by ***. It has worked perfectly for the duration of that 3 year contract-no issues whatsoever.

Last May when I decided to switch to AAA, Bob *** came over and assured me they could do a seamless take over of my new existing system. He drew up the paperwork and I signed the contracts but unfortunately I still had one year remaining with ***. So, When I cancelled with *** on June 23rd 2018, AAA then sent over technicians to take over my existing system.

It was working perfectly, and had been working perfectly for 3 years. After 2 different AAA technicians visited me for over 2 hours on 2 different days, my system no longer works. It is completely non-functional. I have my invoice as well as a note from *** stating as much. My repeated attempts to navigate this situation with AAA have resulted in one recommendation: buy our system. Since it is evident that their technicians bricked my system, which is now useless, through programming error, I cannot simply buy another one without some form of redress. It worked. They came. It no longer works.

I'm not looking for any special treatment; I just want to avoid legal action. Make it work. Or fix what you broke. Simple. Thanks for taking the time to read this.

Marcos ***
Product_Or_Service: Monitoring

After multiple false alarms and poor service We are very discouraged and upset with AAA Security trying to bill us for work either not performed and or service calls to admit they installed the wrong equipment in the original install 4 years ago that started causing false alarms 1 year ago.

On two occasions they had there technicians attend our home. In our unheated garage the first technician refused to step over 2x6's 2 feet high on the floor to reach a motion sensor which he stated did not look like a AAA product and was not a cold temperature motion which it obviously needed to be a cold temp and left stating we need to move the 2x6's before coming back out.

I moved the 2x6's called for a second service call to fix the AAA issues that have been causing multiple false alarms. A different technician arrived, indicated not only was the garage motion incorrect for the environment it was installed in so was the wireless garage door contact which was also falsing constantly. His words were it should never have been used and that I would have to run wire from my house to the garage so they could install a hardwired contact.

I then asked the second technician to replace the garage motion with a correct one that would work in the cold temperatures, remove the wireless garage door contact until I get wire ran for a contact. He said he was never told to bring one and the issue again was never resolved.

Frustrated I contact AAA again and said lets upgrade the system and fix the problems with the incorrect devices they previously installed. Salesman came out, sold us a new and improved system with additional features.

In the in term of getting the new installation/upgrade I ran wire from the alarm panel location to the garage as required. I also received a phone call about an outstanding invoice for 2 service calls and a new cold temperature motion that was never installed. I made it very clear the motion was never replaced and I would not be paying for service calls that their own technicians both implicated AAA's original install was incorrect and if they wanted the new install and resigning of a new monitoring contract it would have to be credited. The lady on the phone from AAA said she would see about crediting back the Motion detector? Totally dumbfounded, as it was never installed. I said cancel the install if you're expecting payment. I heard nothing back and the install proceeded some days after.

Even after all the conversations with Bob their sales person and AAA customer service the installer shows up with no cold temperature motion for the garage and said he would have to come back with it at a later date but would go ahead with the install. I said, don't bother doing the install as this is the main reason we are upgrading. He made a phone call and to everyone's surprise, no one knew? A cold temp motion was brought out that day and installed.

While the installation was in progress and the items we were to have installed the installer talked us out of the door camera, said they weren't very good and did not recommend it? Why sell them then'

During the wait for the new alarm system which was about 2 months we were unable to use our alarm as our neighbours were becoming very angry with us as we have a out door siren.

We have spoken to several AAA personal over the past months believing the un realistic service charges were credited we received a invoice for the service charges? They for some reason feel they can error and the customer should be on the hook for their mistakes.

I have contacted AAA, told them I am removing the new panel and keyless entry. The cold temp in the garage they recently installed is what they should have installed originally which I paid for the first time around. All other equipment is from the original install and is bought and paid for.

The panel will not be removed until the new Security Alarm provider swaps it out.

I have wasted countless hours over a petty 249.73 service charge but it's the point.

Glen

This is regarding the service of AAA alarm system. This is the 2nd time that our alarmed went off, first was Feb 15, 2018 @ 0200am. Called the alarm system and told us that there is no indication on their end so we ended up calling 911 thinking that it is carbon monoxide. Fire department came and everything was clear that all we need is a battery change. My husband changed the battery that morning but unfortunately at around 4 pm today, Feb 25.. our alarm went off again. My husband changed all the batteries but nothing happened. I called AAA and of course same *** help from them saying that there is no indication on their end that they couldn't help us. We have to pay just to send someone to check. We are paying the service and for security issues this is the only thing they can say...THEY DON'T KNOW AND THEY HAVE TO CHARGE US TO SEND SOMEONE TO CHECK.

We are talking about our security here. Now we don't know if there is some issues in wiring and this wiring was arranged through AAA alarm. It is so frustrating that when we need an answer to our issues and all the answer that I can get from them is WE DON'T KNOW. I deserve an answer why what was the reason for this issues and for them to do that is to charge us. I want them to repair this at no cost.

Please kindly get back to me as I dont know what to do now.

Respectfully yours,

Iriza

I was a customer with AAA for several years and had consistent issues with the service. The alarm system was not set up properly and we had to request several times for repairs to be done. The last instance in which a repair technician was sent, the repairs were not completed properly and the service continued to be unusable. Even though we contacted AAA to advise them of this issue, their customer service would not return correspondence and I was charged for the incomplete "repairs." When I continued to go without response, I requested cancellation of my service. Despite this, AAA continued to bill me and has sent my account to collections.
Product_Or_Service: Alarm Services
Account_Number: