Secure 24

The Secure 24 technician who installed and sold me equipment, Matt O., convinced me to purchase additional equipment, this occurred the day after I closed on my house in March 2023. He explained the 75% cancellation fee for the price of the additional equipment (which was considerably nominal) however, no other fees were mentioned. When I asked questions as I read through the contract, he quickly summarized what the contract said, which, I thought was curious but, thought that he was being forthcoming about the terms of the contract.

Less that three months later, I requested a cancellation via phone call due to financial constraints as a new homeowner. I called on a Tuesday and was told someone would call me within 24 hours in which, I never received a phone call. When I called back on Monday, I was quoted one cancellation fee by two representatives then, received an invoice for the double the amount. After calling back SEVERAL times because it either went to voicemail or someone hung up on me, I finally spoke with someone who informed me of an additional charge.

There has been no transparency or clear explanations throughout me service with Secure 24. Had I been aware of the additional charges, I would not have signed a contract with them especially since there is a trickle down effect where I will also have to pay a cancellation fee with ADT.

I would advise anyone who signs a contract with them, or any other company, to have a lawyer review their contract before signing with them.

This is NOT ADT and thus they do NOT adhere to the advertised 6 month money back guarantee. Nice enough folks if you have no issues but if you want to cancel because they are ill equipped to manage your system...be ready for them to, at that point, let you know they are not part of ADT and thus do NOT have to adhere to their policies. I am stuck with this company for the next 36 months and am livid. They never fully completed my install, but stupid me when the tech guy shoved an ipad in my face during a conference call I signed. ALWAYS read what you are asked to sign, if I would have I would have had them leave the first day and saved myself a whole lot of time and trouble.

The customer was having issues with their cameras on the alarm system***'s corporate came out to service the alarmApparently, she began having issues again and stopped paying the billOnce a customer stops paying [redacted] we receive a charge back from that company and then have to reach out to the customer regarding the debtShe has a balance of around $and we have tried numerous times to set up a payment planWe also offered to reinstate the service and have a technician come out to repair the cameras as long as she pays the past due balance of $By paying the $to have service reinstated she would also be agreeing to continue with her yr agreement for the remaining months of the contract [redacted] has a month equipment guarantee, a customer must allow [redacted] attempts to correct the problem before a customer can be released from their contractThe customer has only had [redacted] out to try to resolve the issue once

We explained services and fees over the phoneThe technician came for installation and the customer signed and agreed to the fees and paid

We had installed the customer on August 8th of Over the course of the next few months, ADT corporate had gone to service the alarm due to it being a purchased accountThe dates of their service calls are as follows: November 1st, March 18th, April 3rd, May 2nd,
2017. Within the first days, ADT dealerships should be allowed to service the alarm after installationAs a dealership, we had not gotten this chance because the customer had gone through corporateADT as a whole, also offers a month equipment guarantee stating that if we cannot fix your issue with service calls within the first months of service, we cancel the contract without penaltyDue to only having service call recorded in that time, we did not cancel the contract without penalty.With the dates prior being the only recorded dates that a technician had been sent to the home to fix sensors that had kept falling off of the wallPer our contract, those service calls were free of charge due to our equipment warrantyAlso due to the issues, We had covered two months of monitoring for the customer for the system not being able to be used because of the contacts falling off of the walls.On April 12th of 2017, our representative *** *** had gotten a call from the customer with the customer stating that we could not drill the contacts in place due to her home being in a historical society of StLouis*** had explained that if the customer were to provide documentation stating we would not be allowed to drill in the home, we would let the customer out of the contractAfter calling multiple historical societies of StLouis, it had been explained that the customers address was not in a historical area and there would be no home depreciation from drilling the contacts in place.May 9th of was when the customer had called again asking to cancelOn a recorded line, *** ***, a corporate ADT representative, had agreed to release the customer from her contract*** had explained that our dealership was not going to accept the chargeback for cancelling the contract until we were able to send a technician from Secure24, which had not been done since the installation back in August of 2016. The four service calls recorded for the customer were done with corporate ADT and prior to accepting chargeback for the contract being cancelled prematurely, Securefeels it right to send our technician to the home to fix the issues with the adhesive not holding the contacts in placeWe have proposed switching the contacts out for other equipment that would still protect the home, also proposed renovating the system to fit the customers need, all free of charge to the customer.Until we are allowed to service the alarm as a dealership, which we had not done since the installation, we are not allowing customer to cancel contract without penaltyIf it noted that we cannot fix the system, we have agreed to let the customer out of contract without penalty

Yes this customer wanted to cancel their acctHowever they are past their cancellation periodShe said she was never told about the contract but when we pulled the phone call she was made aware of the month agreement along with an email to her stating the terms of the contract. Along with
that it states in the contract that she signed that it is a month commitment and she signed the letter notifying her if she wanted to cancel within her days she could send in that letter, however that did not happen Thank you, ***

Initial Business Response /* (1000, 10, 2016/02/17) */
The customer's closing date got moved and we processed the order for the date that was requested. After we processed the order we found out that the customers closing date moved so it was too late to reverse. However we did make sure we took...

care of the customer and we did their installation for them about a week ago!

Customer was not clear on the definition of Deluxe wireless system. We informed them that they did receive the deluxe wireless system that entails all the sensors on the system are wireless. Our flyer does state that the 4g communicator is included at no charge however does not disclose that...

monitoring charges would increase if they were to utilize this form of communication. To compensate the customer for the discrepancy we agreed to send them a refund for a portion of the difference in the monitoring. The customer is now satisfied with the resolution.

Complaint: [redacted]
I am rejecting this response because: both ADT and secure 24 were made aware of the issue and given multiple opportunities to resolve without causing damage to my home by drilling in the sensors. Over 15 total service visits between ADT and secure 24 were made and twice secure 24 and ADT agreed to release us from the contract at no cost to us on recorded lines. Now it seems that the dealership and ADT do not want to be responsible for the fees associated with this cancelation as it falls upon them to resolve the issue and they were unable to do so I feel that these fees should not be my responsibility. I gave both ADT and secure 24 every opportunity to resolve the issue and took off over 10 days of work to allow service to be done to the system. It never worked. After 10 visits and 200$ I think it is only right to release us without penalty from the contract (As you agreed to do twice) and reimburse us for time off work and the 200$ we paid on a system that never worked. Additioanly it seems to me that this is an issue between the dealer and ADT and the cost is being pushed off to the client. 
Sincerely,
[redacted]

01/11/18 (The mediator spoke to the CONS)  An ADT system was in our home when we purchased it.  When Secure 24 found out that the home was being sold, they contacted us about activating the system under our name, which we agreed to do.  In August of 2016, they did install new window sensors, but the system itself was already in the home.  We have had 12 scheduled service appointments since August of 2016, but some of those appointments were no--shows.  ADT told us that we could contact them directly and they would send their service techs.  Because of our ongoing problems, there were two separate occasions when I arranged 3-way conference calls between ADT, Secure 24, and me.  On two separate calls ADT agreed to release us from the 3-year contract.  As soon as the calls were over, Secure 24 would call us and say that they were not going to accept the charge back from ADT and that we would be held responsible for the full amount due on the 3-year contract.  I called ADT back and they told me to just stop making payments.  Secure 24 then called me and threatened to turn this in to the credit reporting agencies.  Once I filed the Revdex.com complaint, the threats and letters stopped, but I want to be assured that this will not impact my credit score.  At this point, I don't care about the $200.00 refund or compensation for time off of work.  I just want the contract cancelled, all collection activity to stop, and for no negative information to be sent to the credit bureaus.03/08/18 The mediator left a VM message for the CONS.  [redacted], customer service supervisor with the BUS has assured the Revdex.com that their company will not attempt to enforce their contract.  They will not pursue collection efforts and they will not report any derogatory information to the credit bureaus.  Based on our phone conversations, I believe that this is the resolution that you were seeking and we will conclude our mediation efforts.

The customer was having issues with their cameras on the alarm system. [redacted]'s corporate came out to service the alarm. Apparently, she began having issues again and stopped paying the bill. Once a customer stops paying [redacted] we receive a charge back from that company and then have to reach out to the...

customer regarding the debt. She has a balance of around $2000 and we have tried numerous times to set up a payment plan. We also offered to reinstate the service and have a technician come out to repair the cameras as long as she pays the past due balance of $125. By paying the $125 to have service reinstated she would also be agreeing to continue with her 3 yr agreement for the remaining 31 months of the contract. [redacted] has a 6 month equipment guarantee, a customer must allow [redacted] 5 attempts to correct the problem before a customer can be released from their contract. The customer has only had [redacted] out to try to resolve the issue once.

01/19/18 The mediator left a VM message for [redacted] or [redacted].01/25/18 The mediator left a VM message for [redacted] or [redacted].01/25/18 (The mediator spoke to [redacted] and to [redacted].)  We want to read the contract and see if there's a clause giving us the right to over-ride ADT's decision to let this CONS out of her contract. I will get back to the Revdex.com by the end of the day.02/01/18 The mediator left a message for [redacted] and [redacted].02/08/18 (The mediator spoke to [redacted].) We are communicating with ADT about this matter.  I don't know who [redacted] is, but she doesn't work for our company.  ([redacted] is the name of the person who provided the BUS' response on October 4, 2017).  We are waiting for ADT to pull the recording of the call that [redacted] referred to in our BUS response.  Until we receive confirmation that ADT did agree to cancel the CONS' contract, and until ADT agrees to reverse the charge back so we don't have to absorb the loss, we will not release the CONS from her contractual obligations.  02/15/18 (The mediator spoke to [redacted].)  We still have not received a response from ADT.  [redacted] sent [redacted] an email with a link that will allow [redacted] to review the BUS' response on 10/04/17 from [redacted].02/15/18 (The mediator spoke to [redacted].)  I have reviewed the response our BUS provided and I see the reference to ADT agreeing to cancel the CONS' contract.  We still need to wait until ADT confirms that the call took place and that ADT will not charge us back for the cancellation.03/08/18 (The mediator spoke to [redacted], supervisor of customer service.)  I was on the phone when ADT agreed to cancel the CONS' contract.  We are still in the process of working with ADT to reverse the chargeback to our company for the cancellation, but we don't feel that it's fair to leave the consumer in limbo while we work this out.  Therefore, you can tell the CONS that we will not enforce the contract, we will not attempt to collect any money on this account, and we will not report any derogatory information to the credit bureaus.  We apologize for the amount of time that it has taken to respond to this complaint.

Initial Business Response /* (1000, 11, 2015/06/18) */
The customer signed a 36 month agreement with ADT. The customer also signed a 3 Day notice of cancellation (which could have been sent in with in the first 3 days of service) It was not sent out to ADT which means the customers is committing...

to the 36 month agreement and all the term and conditions that are on the contract that he signed. After the 3 day NOC the customer is responsible for the contract and the payments that are required. The customer was notified of this in the contract, however the customer decided to have a cable provider install a security system on top of the ADT system.

Our customer service agent did schedule this appointed , unfortunately our technician was not able to make this appointment. Our company did try to reschedule the appointment and offer additional contacts for the inconvenience. This customer agreed to an electronic signature for the 3 year...

agreement, therefore we are unable to honor a cancellation . We would be more than happy to reschedule for a technician to come out.