ComplaintsforStanley Security Solutions, Inc.
Security Consultant
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Complaint Details
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Initial Complaint
03/14/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I echo the complaints of several others about this company. The non-profit organization I work for contracted with Sonitrol/Stanley/Securitas for security services for our office building. On November 6, 2023, my company credit card was erroneously charged four times for a total of about $2,027.28. Multiple attempts to call and e-mail went ignored. I was able to get a "refund" case number, but nothing was ever done, and again, multiple attempts to call and e-mail were ignored afterwards. Never put your card on file with this company or set up auto-pay. They have no problem scamming folks out of their money and no interest in returning your calls or e-mails. Do not do business with them.Initial Complaint
01/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We cancelled our service on June 27 with Stanley/Securitas/Sonitrol, effective August 27th. We were invoiced for the full quarterly amount through September 30 for $391.14 even though the service ended August 27. We were charged on November 4 for the full invoice amount of $391.14, which should have been prorated. Then, FOUR MORE TIMES on November 6, totaling $1955.70. We called on November 14th to dispute the charges and never heard back. We submitted an online inquiry and emailed on November 15 and never received a response from Stanley, Securitas, or Sonitrol (they have merged I think and are one company). We called after the new year since we had still not heard anything and waited on hold for 40+ minutes and finally spoke with a representative who stated another department handles the refunds. I've been emailing with that department for the last 3 days with no resolution. We have reported the charges as fraudulent with our financial institution and will never do business with Stanley/Securitas/Sonitrol again.Initial Complaint
12/26/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I am a customer of *********************** which was originally Stanley security. For the past two months I have been billed through autopay 3 times a month for the same amount. No billing contact number provided on any paperwork and attempts to call are futile. Put on hold for prolonged periods of time and no response to voicemail messages for the past monthInitial Complaint
12/14/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Since June 2023, our business (movie theatre) has been having problems with our burglar & fire alarms. I received multiple phone calls per week, sometimes per day, and frequently in the middle of the night, advising me of "troubles" in three of our zones (3, 6, 8). I have had technicians out multiple times (at least 6). in addition, the system frequently does not allow us to arm the alarm when we leave the building. The technicians check the panel and the sensors, can't find the issue, and to date the problems continue. I have had the doors to zones 6 & 8 realigned (at great cost) to make sure the sensors were aligned properly. This did not fix the issue. The only way I can keep from being constantly called by ************ to put the system on test. This resolves the constant phone calls, but it does not solve the inability to arm the alarm (thus our building remains unsecured). And it does not solve the issues of "troubles" in the 3 zones. I have left multiple emails and phone messages for the local district manager (*************************** in ************). I received one response informing me she was sending out a(nother) technician. The problem continues, and she is not responding to me at all now. This problem needs to be resolved. I cannot continue to 1) leave messages for a non-responsive district manager; 2) call service, be on hold for 30 minutes plus; 3) have technicians come out who only check the panel & the sensors; 4) get multiple phone calls at all hours of the day and night. We have had to pay the local police **** for responding to false alarms. And now I am received invoices dates 2020, 2021, 2022.Initial Complaint
12/13/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
In January I canceled security monitoring services with Stanley Convergent Security (acquired by Securitas). On November 27, 2023 I was charged $19.99 (the amount of monthly security monitoring service) in two separate transactions (one for $10.00 and one for $9.99). I called and was put on hold for 45 minutes. When I finally got through I explained the charge was in error as my account had been closed for nearly a year. The agent apologized and said I would be reimbursed. On December 4, 2023 I received an email informing me that my refund request case was closed. I responded that the case should not be closed as I have not received the refund. I did not receive a response and on December 11, 2023 I called the company, spent another 45 minutes on hold, and was provided an email address to send my complaint. I emailed the address on December 11th to inform them if I do not hear back by EOD Wednesday I would be disputing the charge and filing a complaint with BBB. I have not heard back nor have I received a refund. I disputed the charge with my credit card company.My concern is that I believe it is likely that this was either an error or intentional fraud that *** have impacted MANY other customers. The company has not shown interest in resolving the issue or investigating the potential fraud.Initial Complaint
12/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Hello I am writing regarding my sisiter ************************* ************************************************. I am her *********** ************** sister has dementia and currently in a facility, we had got security system put on her house for her safe keeping as she did not want to move, since then her dematia made it impossible for her to stay in said home. I have moved her to facility and sold her home at this time I have tried to cancel her policy but have been told that it has to be paid as penalty to the amount of *******. is there any recourse to getting this canceled ? I was totaly unaware of the length pof this contract. It was I that signed but it was there employe who initialed the 60 mounth term . I have called several time to no aviail I have not as of yet paid them as of yetInitial Complaint
12/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Ended service with Stanley Security on November 30, 2023. We continue to receive monitoring calls from Stanley. I have made several attempts by phone to remedy this issue. The problem has not been rectified. I have currently been on the phone with Stanley for over an hour. I have spoken to two people and each has put me on hold. Very poor customer service.Initial Complaint
11/14/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have received multiple invoices from them in one envelope, stating I have services with them, for an alarm, which I do not have any services with them, I called and emailed them, this place is a scam , the invoices do not have a phone number, email is not a valid email. The bills were sent in one envelope.Initial Complaint
08/14/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Stanley Security was acquired by another company a year or so ago and had problems billing for their services during the transition time. We signed up for Autopay and payments went through on our credit card. At the same time, we also received invoices, which we paid. We realized that Stanley owes us $1400 for the overpayments when we inadvertently made duplicate payments via both autopay and checks. My contact keeps saying he will send a check, but after two months, we have not received anything.Initial Complaint
07/01/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
Stanley came out because our security system was malfunctioning and going off in the middle of the night with no breaking. This was about 9 months ago. They said that the issue was with the person with Stanley who had originally set up the system when we moved in. They also found another issue unrelated. We were surprised when the billed is for the issue that was caused by there improper installation, but we paid it. We then never received a quote to fox the other issues. We have attempted contact multiple times through email and phone calls. We continue to get bills even though you cant even turn on the security system. We have no protection for our home currently. We paid the first one and sent an email and note back on the bill saying we wanted to cancel service because of these things. No reply. We continue getting billed, the security system is inoperable, and we cant get ahold of ******* via phone or email that is on the invoice despite multiple emails and voicemails left.
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Customer Complaints Summary
37 total complaints in the last 3 years.
9 complaints closed in the last 12 months.