Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/18/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Last year I received notice that Sonitrol was moving to a different type of service and I had to upgrade the service to a new type of cellular back up. I did not want to move but was told that they would no longer be able to provide service if I did not move. Both ******* ***** and ********* the technician ************ knew that my service was cancelled when the system was upgraded. About a month later, My battery died on the system, and I was notified by sonitrol that the battery was down via text. Someone showed up at my door, unannounced with a new battery and installed it. So I know that when Sonitrol sends a message to me, they are notified themselves of a problem. For the past 60 days, my system has not been able to set. Sonitrol kept notifying me that the system was not working via text about once every two weeks and I received four notices via text but there wasn't anything I could do about it as I was traveling. My parents who are in their 90's both got covid and I had to be with them until this week when they finally are back home. My office received a bill for 150 for renewal. I called and they said that I needed to provide 30 days notice of cancellation. The full service wasn't being provided any longer and they were previously notified that I was not going to upgrade to their new system which would cancel my contract. I don't think I should have to pay any additional fees on a service that has not been provided for months AND one I never agreed to adopt. Account XXXXXX service address *** *** ****** *********** SC XXXXX.
Business response
08/02/2022
Business Response /* (1000, 8, 2022/07/25) */ Billed in error credit given to consumer.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.