Liberty Security Systems Reviews (%countItem)
Liberty Security Systems Rating
Address: 1105 8th Street East, Saskatoon, Saskatchewan, Canada, S7H 0S3
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Constant operational and customer service issues. Cancelled contract within 10-day period. Still being billed.
Nov 7 - Contacted *** from Liberty Security Services in Saskatoon and signed up for an install.
Nov 8 - Technician installed system. Did not bring everything he needed to do install. Had to come back next morning to complete install.
Nov 8 - Nov 13 - Problems with system. Sensors for both front and back doors not working. System not arming.
Nov 13 - Contacted *** to let her know. Was told to call tech support. Called two different numbers. Was told I wasn't calling the right number. Was put on hold for long periods of time.
Nov 13/14 - Spoke over phone to technician who helped me check the system. It supposedly worked. However, once I got off the phone the system continued to not work, as before.
Nov 18 - Notified that I wished to cancel my contract. ***'s notes on my file were incomplete. She did not know my issues. I expressed my disappointment with the product and the customer services. Explained I had been on phone on hold, had had my calls re-directed, and my system still was not working.
Nov 19 - Tried to arrange with *** for tech person to come and remove system. Was told I had to go through main customer services.
Nov 21 - Tech uninstalled system. Made negative comments about the install. Told me I would receive my refund within 5 business days.
Dec 2 - I emailed Liberty explaining I still had not received my refund. They said that it had not been initiated and they would notify the accountants again. I was told I could expect my refund in 5 business days.
Dec 11 - I received my refund.
Dec 15 - I received an email from Liberty letting me know about my pro-rated billing period to cover Dec 11 - 15, with a charge of $14.03 (I had not been using their security system since Nov 21).
Dec 15 - I called Liberty (general line) and *** immediately to let them know to cancel this.
Dec 17 - The payment went through my account. I have still not heard back from Liberty or ***.
I need to be refunded $14.03 and to be assured that they will not continue to bill me.
To Whom It May Concern,
*** from Liberty's Customer Loyalty Team has contacted *** via telephone to discuss her above complaint.
*** advised *** that Liberty has already refunded her first payment of $62.15. As *** wanted to change the date of which she is billed each month there was a prorated charge that was removed from her account in the amount of $14.03. This charge has also been refunded to her account and *** should expect to see that refund in 5-7 business days.
If you have any further questions or concerns, please feel free to contact myself.
Thank you
(The consumer indicated he/she DID NOT accept the response from the business.)
The representative did not apologize or acknowledge the recurring horrible service I received. Their wording made it sound like it's my fault they billed me weeks after I no longer was using their service. I should not have been billed. It was their error. I've spent so much time dealing with this company because of their poor service in every way. This reply is a continuation More of the same shoddy service and attitude as I've received all along.
To Whom It May Concern,
***, Liberty's Customer Service Manager contacted *** on January 7th, 2020 to discuss her follow up response to Liberty's resolution previously provided on December 19th, 2019.
When speaking with ***, *** expressed his sincere apologies with how her experience unfolded as Liberty never intends a customer's experience to go the way hers did.
*** also confirmed that *** received her refund that was discussed with *** on December 19th, 2019 in the amount of $14.03.
*** appreciated the call and follow up on the matter.
If you have any further questions or concerns, please feel free to contact me directly.
Thank you,
***
Customer Service Manager
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciated receiving the direct apology, and I have received my refund.
The service does not work most of the time. Left unsafe. Promised multiple callbacks they do not commit to. Customer service hangs up when you call.
I have been having this problem with Liberty since last year shortly after we signed the contract. The camera does not always work which is why we got their service. They have come out to fix the camera once. It leaves our house unwatched for days at a time. I was told to call technical support and make an appointment, they either do not show up or call or call so late that I have to leave. They have refused to return my money. I spoke to a very rude *** on the phone that refused to give me his last name or employee number than threatened to hang up on me, never offered to get me to customer service and when I asked to speak to a manager or someone else he stated that it is him later to find out there was another person to talk to but said I couldn't speak to him because he's out. He said that we are receiving other services but I am not confident that they even work since the camera does not always work and I am leaving my safety in this shifty system. I was just getting the run around. I am away from work the service still doesn't work. I have emailed Liberty and received no response and my husband has called as well. We have asked to be let out of our contract because we are so dissatisfied and told we would have to pay in full for the remaining 3+ years we have. *** I was very upset and still am and I cannot believe they are allowed to install a service for 5 years without a way to break the contract even when they do not do as their contract has stated. The camera was a part of our contract and it doesn't work.
The very minimum I would like a credit for the months of August and September when my husband and I were getting the run around. I would like a written apology and I would like the camera replaced at their expense. I would also like to cancel their contract for no charge.
To Whom It May Concern,
This email is in regards to the above complaint submitted by *** on September 5th, 2019.
*** Liberty's Customer Service Manager has contacted *** to discuss her complaint. ***'s main issue was the fact that her video doorbell is not functioning as she expected it would. There is a delay in notifications being sent to her cell phone. Moreover, the video doorbell is not recording clips at all times when it is expected to. After reviewing her account it appears her internet connection is quite strong. In an attempt to resolve the issue, *** has agreed to allow a technician to come to her home and install a WiFi Booster to assist with the connection to her internet router. Liberty will also be applying a (3) month credit to her account for the inconveniences this issue has caused her.
*** was grateful for the credit and is happy with a technician coming to her home to troubleshoot the issue.
Thank you
We have made complaints because none of our system is working the issue has never gotten resolved. This is the second time complaining on here.
Our security system does NOT work. Hasn't worked for quite some time and we were getting charged for part of the system that we never had. The issues have not been resolved so we are still currently paying for a service that does not work. The only thing that got resolved the last time we made a complaint on this site was that the part of the system that we never had got taken off our bill and we got refunded. The system broke part of our wall where they installed it because it was too heavy, when I would call about the thermostat not working I would get talked to like I was stupid. Our thermostat stopped working when we were out of town in the middle of winter so when we got home our house was at 11 degrees!! So disappointed in the quality of service and the bs that we keep having to go through to be able to get rid of paying for something that does not work.
I want to be refunded for that past couple of months when we tried to get things resolved before, and I want my contract cancelled without us having to payout the rest of the contract. I DO NOT WANT TO PAY FOR SOMETHING THAT DOES NOT WORK, I cannot stress this enough.
Liberty's Customer Service Manager, *** has attempted to reach out to *** to discuss her concerns left in the above complaint. *** attempted to contact Danae 4 times. 2 attempts by telephone, and 2 attempts by email. All four attempts were unsuccessful.
Please find below ***'s concerns and Liberty's response to those concerns:
1. *** mentioned that her security system is not working.
*** is correct when she says her security system is not working. It is currently in a "Radio Not Responding" status. The security system has been in this state for quite some time. On March 14th, 2019 Liberty called *** and *** to advise their system was in a radio not responding status and to take the necessary steps to ensure this system was working. However, during this call *** let Liberty know he unplugged the system as it was causing issues with his Thermostat. The Liberty agent offered technical support, however, *** declined service and said he would call us back when he has time.
Secondly, *** and *** Liberty's Customer Service Manager spoke on June 12th in regards to another Revdex.com Complaint submitted by ***. During that conversation *** offered a Technician to attend site to conduct a full quality inspection of the security system to ensure they were receiving proper monitoring services. *** advised *** that he would discuss with his wife, ***, and would let *** know how they wanted to proceed. *** and *** have not recontacted *** to date to schedule the quality inspection.
2. Damages to wall from the thermostat installation
This is the first time Liberty has heard of these concerns. Liberty is willing to investigate this issue, however, we will need to speak with *** or *** to be able to start this process.
At this time *** has left a voicemail with *** to return his call to discuss her concerns in more depth. *** has also sent an email to *** as well as ***. If communication is established a further update will be posted.
Thank you
(The consumer indicated he/she DID NOT accept the response from the business.)
I emailed *** back and he told him when to call back and he didn't respond or call back and and that was a week ago already.
To Whom It My Concern,
On Friday August 2nd, *** responded to *** email asking him to contact her husband ***, next week to discuss the complaint. Following the long weekend, on Wednesday August 7th, *** and *** spoke over the phone regarding ***'s complaint. He was unaware that *** left a complaint and thus was caught off guard by my call.
*** and *** discussed ***'s comments in her complaint. *** let *** know that ***'s primary concern in her complaint was that she is paying for a system that is still not working. *** explained to *** that he is currently repairing some damage to a wall in the home and because of this he has unplugged the system for the time being. *** reiterated his offer to have a Technician attend site to ensure the security system is operating correctly. *** did not want a Technician in the home until all repairs were complete. Once all repairs are done *** advised he will call *** back to discuss scheduling a Technician.
*** and *** have been communicating via email since August 9th as *** does not have much time to speak over the phone. If necessary, a further update will be posted.
Thank you
This security company uses aggressive sales tactics and straight up lies to make sales. We were told there would be an opt out period so long as we keep their sign up in our yard. After talking to their "loyalty" department they insist on a 2800$ buyout of our contract after 1 year and her only response to any question or concern was "I can send you the agreement". I will never reccomend this company to anyone I know.