ComplaintsforHomePro

• Initial Complaint

  10/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Horrible service!! We have been using HomePro for the last few years. Every time we need a service request, they change the service time unexpectedly, and half the time dont even show up!!We recently moved and transferred our service. We payed to upgrade the panel in the new house. My husband told them exactly what we wanted and paid for the new panel. The tech comes out, thinks hes there to start new service(which had been done a month ago) and when he called his boss, was told not to install the new panel b/c we arent new customers!! I have never known a company to be so disorganized! Of course, they want to charge us over $1k to get out of the contract!

  Business response

  10/17/2024

  ***** *******
  , ********
  
  Customer#: *******
  Complaint#: ********
  
  Dear Mrs. ****************** sincerely apologize for the service issues youve encountered. We understand your frustration, and this is certainly not the type of business we strive to run. Please know that we are actively working to address these concerns with our technicians to prevent similar occurrences in the future.
  
  Regarding the keypad, we apologize for the confusion. Our system indicated that your home was equipped with a basic keypad, and we were unaware of the upgrade until the technician arrived. Upgrading to a fully touchscreen keypad would have required replacing all the sensors to ensure proper communication with the new system. We understand how inconvenient this must have been, and to make things right, we have refunded the money you paid for the keypad.
  
  We value your continued business and would like to work with you to improve your experience. Should you need any further assistance, please feel free to reach out to our representative, *******, at *****************************. We are committed to resolving this for you.
  
  Thank you for your patience, and we hope to regain your trust.
  
  Sincerely,
  ******* *.
  Customer Care Escalations Supervisor
  *********************
  
  Cc: Better Business Bureau
  
  

• Initial Complaint

  09/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went under contract with HomePro back in April 2024 for alarm monitoring services on a new build home that was not complete until September ******* builder, ********, is contracted with HomePro for their low voltages options and installs, which includes pre-wire for surround and the alarm systems. Due to HomePro holding the low voltage contract for KB Homes, you literally can not move forward with your final design studio appointment or any other process of the build without first meeting with HomePro. During this meeting I elected to get the structured wiring (which comes with camera and alarm panel pre-wiring), CAT 6 upgrade, and alarm panel which I'd already paid for. In between then and now I've been made aware about HomePro's horrendous customer service and predatory practices in regards to strong arming you into getting/keeping their alarm monitoring service. Because of this, I've decided to call and cancel the 36 month alarm monitoring contract, prior to it beginning, and not have any of their monitoring equipment installed in the home including the alarm panel that I've already purchased back in April. When I'd tried to cancelled I was informed that I had 3 days from the time I've signed to cancel not 3 days from equipment installation, and that if I wanted to cancel I would need to buy out the 36 month contract for a total of $1946.52, if not the account will be sent to collections. It was at this moment that my decision to cancel with this company was justified and the reviews were indeed correct. How is one supposed to know if HomePro is a correct fit for their home if they are never given an opportunity to try it out first? I had originally wanted to go with another company since they offered free equipment and were an actual company that specializes in home monitoring and they were willing for me to test everything out first, but ultimately I'd declined their offer out of fear of being stuck in another dumb contract. Let me out of the contract!

  Business response

  10/04/2024

  ******** *******
  ***************************************
  
  Customer#: *******
  Complaint#: ********
  
  Dear Ms ********************* you for reaching out and sharing your experience. We understand your concerns and apologize for any frustration or confusion surrounding the terms of your alarm monitoring agreement.
  
  Our records show that the 36-month monitoring contract was signed in April 2024, and as per the terms of our agreement, there is a 3-day cancellation window from the signing date, not the installation date. This policy is clearly outlined in the contract, which we provide at the time of signing. We understand that this may feel restrictive, and we apologize if it wasnt made clear during the initial discussions.
  
  Please note that the contract is in place to cover the service commitments made for your homes security system, and cancellation after the window requires a buyout due to these commitments. However, we are more than willing to work with you to explore potential solutions to resolve your concerns.
  
  We are currently reviewing your account and encourage you to reach out to our representative, *******, at *****************************, so that we can work towards a resolution.
  
  We appreciate your feedback and would like the opportunity to assist you further.

  Sincerely,
  ******* *.
  Customer Care Escalations Supervisor
  *********************
  
  Cc: Better Business Bureau
  

  
  

  Customer response

  10/11/2024

  I am rejecting this response because:   I keep trying to contact ******* *. of Homepro at ******************** as provided by the business response to my complaint. However, despite the fact that Ive reached out several times each day over the past week, with voicemail requesting a call back, Ive yet to hear from anyone regarding this matter. Every time I call I get automated messages saying the person Im trying to reach is either unavailable or on the phone. 

  Business response

  10/16/2024

  If you have any additional questions or concerns, please don't hesitate to contact ******* at ************************.

• Initial Complaint

  09/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We recently just moved into our new house by ********************. We went with Homepro since they work hand-in-hand with Elmwood custom homes. The consultation installed a doorbell, a security panel and an Internet switch. The Homepro technician or salesman came in later in the week and sold us a A security subscription, it was relayed to us that at any time we can cancel if we were not happy with the service. Also, the Homepro salesman sold us two security cameras, one for the garage and one for the backyard. The Homepro salesman *** relate to us that at any time you could cancel the agreement or the contract of the security cameras and they can be removed. within 30 days at our new property I was not happy with the doorbell camera, the garage camera and the backyard camera. When contacting Homepro I was told that all of a sudden I have agreed to a five-year contract commitment and that to cancel the contract I would have to pay over $2000. Along with that, I am not able to cancel any of the cameras and they cannot remove any of the cameras that they installed that I am not happy with. I also relayed the message to *** the salesman that I would like a nest doorbell to be replaced for the ***** ********* I was already told why did they put in a ***** doorbell they have been putting in ****** nest doorbells for everyone also *** came back and told me oh by the way we cannot put in the ****** nest doorbell because we only USE ***** DOORBELLS so there has been miscommunication and poor sales tactics to get this job done. After reviewing ****** I have seen that I am not the only one who has been affected by this. Homepro security subscription and camera installation are very sketchy and they use poor shady sales tactics to get you under contract that you cannot get out of.

  Business response

  10/04/2024

  *********** ******
  **************************************************************************************
  
  Customer#: *******
  Complaint#: ********
  
  Dear Mr. **************** you for sharing your concerns with us. We apologize for any frustration or confusion youve experienced regarding your security system installation and equipment.
  We understand your concerns about the ***** equipment and are currently working with our scheduling team to have a specialist visit your home to resolve the issues you're facing. We take your feedback seriously and want to ensure that your system is functioning properly.
  Regarding your contract, our records show that you agreed to a 5-year service commitment upon installation. However, we strive to provide clear communication, and were sorry to hear that this was not conveyed as expected. While we cannot offer ****** Nest products as we exclusively use ***** ********** we will work to address the functionality of the cameras to meet your satisfaction.
  
  Please feel free to contact us at your earliest convenience if you have any further questions or concerns. We are committed to resolving this issue for you. 
  
  Sincerely,
  ******* *.
  Customer Care Escalations Supervisor
  *********************
  
  Cc: Better Business Bureau
  
  

  Customer response

  10/04/2024

  I am rejecting this response because: shortly after I spoke with ******** within a day the main ***** home kit installed next to the garage completely froze and is not working currently. I reached out to staff and instead of treating this as a critical problem they said they can get someone out next Thursday which is 1 week. I am unable to arm my alarm for home or away setting and in doing so I lost communication to the garage camera. Luckily I have a friend who told me to re wire and uninstall panel to clear system and re plug everything back in. So I had to ask a friend to help instead of your company ??? This service seems to just get worse. Not only that ******** customer service was not good at all. We are new home buyers who were conned into a 5 year agreement and I expressed that I am unsatisfied with the camera installs. I spoke to another lady over the phone and had them make noted when they do come to service the system to uninstall cameras and everything purchased. Its very frustrating that as a customer I was uninformed on the contract and out amount of I was dissatisfied with service and also unhappy with cameras in general ?? Poor product ?? And I cant even get a refund within a month of move in ? Also just to make note the ***** doorbell that I cant even get exchanged keeps glitching when I see someone ring the doorbell. So Im unable to interact over the phone when I am not home. 
  

  overall I want out of this 5 year contract and 2 cameras uninstalled and refunded asap case closed. 

  Business response

  10/17/2024

  We encourage you to reach out to our representative, *******, at *****************************, so that we can work towards a resolution.
  
  
  Sincerely,
  ******* *.
  Customer Care Escalations Supervisor
  *********************
  
  Cc: Better Business Bureau
  
  

  Customer response

  10/17/2024

  I am rejecting this response because: It is the same response I and many others on yelp and ****** reviews have been getting. All talk no customer service. ******** you can reach me this time to make this right with a paying customer. 
  

  ************ 

  ***** Arocha 

  Business response

  10/17/2024

  We appreciate your understanding and hope to reach a solution that works for both parties. If you have any additional questions or would like to discuss this matter further, please feel free to contact us. Our goal is to provide the best possible solution for you.
  If you need further assistance in this matter, I am available Monday through Friday from 8:00 a.m. to 5:00 p.m., Central Standard Time.
  
  Sincerely,
  ******* *.
  Customer Care Escalations Supervisor
  *********************
  
  Cc: Better Business Bureau

• Initial Complaint

  09/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a contract to advertise in this edition and it was not printed,they charged my account but did not print the advertisement. The owner ************* called me to let me know they were having problems retaining employees and lied about it then he pulled my ad from this magazine. I would like a refund

  Customer response

  09/19/2024

  Please disregard this complaint as it has been resolved,thank you for your help. The vendor in question has provided a resolution.

  Business response

  09/20/2024

  ***********************
  **************************************************************
  
  Customer#: N/A
  Complaint#: ********
  
  Dear ****************,
  
  Thank you for reaching out. It appears there may be some confusion regarding your complaint. HomePro is a home alarm and home automation company that operates solely within the state of *****. We do not offer advertising services or have any involvement with printed media.
  
  It seems your complaint may be directed at the wrong company. We recommend reaching out to the correct business to resolve the issue. If you have any further questions, please feel free to contact us.
  
  Sincerely,
  ******************
  Customer Care Escalations Supervisor
  *********************
  
  Cc: Better Business Bureau
  
  

  Customer response

  09/20/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  09/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Subject: Formal Complaint Against HomePro for Deceptive Practices and Contract Disclosures To Whom It May Concern,I am filing a complaint against HomePro for deceptive practices and inadequate contract disclosures during the installation of a security system in my new home.Approximately six months ago, in the midst of managing a high volume of other home-buying details, I was rushed into signing a 5-year contract totaling $2,500 with HomePro by their representative, ****** ******. At no point was I given clear or adequate information about the length of the contract or the fact that I had the option to decline the service or shop for better rates with other providers.The signing process felt pressured and overwhelming, as I was bombarded with various documents and decisions during this critical time. The representative failed to disclose that I would be locked into a long-term contract with no apparent way out. Had I been fully informed, I would have explored other options for home security.I have since tried to reach out to ****** ******, but his email is no longer in service, further frustrating my attempts to seek clarification and resolution. This has left me feeling trapped in a contract that I was not properly informed about.Given the misleading nature of the process and the lack of transparency, I am requesting that HomePro cancel this contract without penalty. However, I am willing to cover reasonable costs for the installation of the system, as I want to resolve this issue fairly. I feel that HomePro took advantage of the stressful home-buying process to lock me into an agreement that I did not fully understand.I trust that this complaint will be taken seriously. I am prepared to provide any further details or documentation as needed and hope for a prompt resolution to this matter.Thank you for your attention.Sincerely,***** ***** *********************** ************

  Business response

  09/13/2024

  ***** *****
  ********************
  **********************
  
  Customer#: *******
  Complaint#: ********
  
  Dear Mr. ******************* you for sharing your concerns regarding your HomePro contract. We take your feedback seriously and appreciate the opportunity to clarify our position.
  We understand that navigating numerous home-buying documents can be overwhelming. However, during our conversation, you acknowledged that a copy of the contract was sent to you immediately after signing, which outlined the terms, including the five-year agreement and the legally required three-day cancellation period. While we understand that you may not have had the chance to fully review the contract immediately, this window provided you with the opportunity to cancel without penalty. The decision to not review the contract or exercise this cancellation option after it was emailed cannot be attributed to any fault on HomePro's part.
  
  Furthermore, we would like to clarify that your decision to cancel the contract is not related to the functionality of the equipment or dissatisfaction with the service. As you mentioned during our conversation, you have found a more competitive price with another provider. While we certainly understand the desire to seek better pricing, it's important to remember that the contract you signed is legally binding, and the terms were clearly outlined at the time of your agreement.
  
  We also want to address your mention of a verbal conversation in which you claim to have been told that you could cancel the contract within a year. Unfortunately, verbal agreements cannot supersede the written and signed contract. Without evidence of this conversation, we cannot confirm or deny what was said, but the written contract remains the binding agreement between both parties.
  
  HomePro has acted in accordance with all legal and contractual obligations, and we regret that you feel misled. However, we cannot waive the terms of the contract, as it was signed and agreed upon with full transparency through the written agreement provided to you. We remain open to discussing any further questions or concerns you may have, and our team is available should you wish to explore other options related to your service.
  
  We hope for a mutually agreeable resolution and appreciate your understanding. If you have any further questions or wish to revisit this matter, please dont hesitate to contact us. We want to ensure that we provide the best possible resolution for you. 
  If you need further assistance in this matter, I am available Monday through Friday from 8:00 a.m. to 5:00 p.m., Central Standard Time.
  
  Sincerely,
  ******* *.
  Customer Care Escalations Supervisor
  *********************
  
  Cc: Better Business Bureau
  
  

  Customer response

  09/13/2024

  I reached out to my builder and they were able to escalate on my behalf resulting in a full release of my contract with HomePro

• Initial Complaint

  09/09/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  When buying my new house with Westin, I was required to have a session with HomePro. During the meeting, we made it clear to the sales guy that we were just interested in security automation, media system, and not a complete monitoring system. The sales guy convinced us to give it a try but failed to disclose their cancellation policy and other important details.6 months later when the tech guy came to do the installation and explained how the system works, I realized it would be more of an inconvenience than protection. So on that same day, with the tech guy present, I called HomePro to cancel the monitoring and they told me, I have to pay a cancellation fee of about $2400. The cancellation fee is the same as the 5-year contract total payment. I asked them why the contract does not provide the cancellation details and HomePro is not giving me any answer.

  Business response

  09/10/2024

  ****** ***** Sare
  ***********************
  **********************
  
  Customer#: *******
  Complaint#: ********
  
  Dear Mr. ****************** you for sharing your experience with us, and were sorry to hear about your dissatisfaction.
  When reviewing your account, we see that the terms of your contract, including the cancellation policy, were outlined during the initial agreement. HomePro allows customers a three-day period to cancel without penalty. Since no cancellation request was made within that timeframe, the contract remains active, and any early termination would incur the cancellation fee as stated in the agreement.
  We also understand that you spoke with me and declined the discount I offered on the remaining balance of your contract. We respect your decision to pursue this matter further.
  Should you have any additional questions or wish to revisit the options available, please dont hesitate to contact us. Were committed to resolving your concerns and hope to find a satisfactory solution.
  If you would like to discuss your situation further, please dont hesitate to reach out to us directly.
  If you need further assistance in this matter, I am available Monday through Friday from 8:00 a.m. to 5:00 p.m., Central Standard Time.
  
  Sincerely,
  ******* *.
  Customer Care Escalations Supervisor
  *********************
  
  Cc: Better Business Bureau
  
  

  Customer response

  09/10/2024

  I am rejecting this response because:   

  1. HomePro told me that any discount on the cancelation was very insignificant compared to the total fees.

  2. Right after my meeting with HomePro, I was mobilized for a military training with very  limited internet access.

  3.With the 3 days to cancel when the system has not be installed, how can a customer evaluate the value of your monitoring system. 

  4. Since once you the contact is signed the customer is locked for the term, why aren't the sales *** providing those details for informed decision on from the customers..

  ***** is that many customers are having the same experience like me.

  6. I  believe HomePro is being dishonest in their business practices 

  Business response

  09/13/2024

  We hope for a mutually agreeable resolution and appreciate your understanding. If you have any further questions or wish to revisit this matter, please dont hesitate to contact us. We want to ensure that we provide the best possible resolution for you. 
  If you need further assistance in this matter, I am available Monday through Friday from 8:00 a.m. to 5:00 p.m., Central Standard Time.
  
  Sincerely,
  ******* *.
  Customer Care Escalations Supervisor
  *********************
  
  Cc: Better Business Bureau
  
  

  Customer response

  09/23/2024

  BBB,

  I contacted HomePro again and they still wanted me to over $2000.00 in cancellation fees. I just want BBB to warn other consumers of the deceptive sales practices of HomePro. What their sales person proclaim is diiferent from what is their contracts, knowing that after hours of them exhibiting some of their technologies, most clients will not be able to read the fine prints of the contracts. 

  To confirm HomePro's dishonesty, please look at another victim's complain below:

  ********************************************************************************************************************************************************************************************************************

• Initial Complaint

  09/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Can I get out this horrible contract? I literally got my tires stole off my car and no cameras caught anything. I have explained over and over to HomePro that there services do not work at least not for me. I want out. I moved up North and would like to cancel. They do absolutely nothing. You are not safe and they dont care. I have three cameras and they dont work right. Ive had several technicians come to fix it but it still doesnt work. Alarms have gone off for no reason at all. I cant even see who is at my door when someone rings it or even drops off a package. They are complete garbage. Now theyre like oh well youre in a FIVE YEAR contract. Its been over two in a half years that I have been paying for products/services that do not work. I asked to get out of my contract after like 3 months of seeing that it does not work. Security services are supposed to help you feel safe and I cant see or hear anything. Apparently, I had to separately pay for the cameras, so they keep saying thats not their problem when yes it is. I dont even live at that house anymore and they still want me to pay that bill or the remainder to get out the contract. No I do not want to pass it down to whoever buys my house. Like why would I pass down a horrible security system so it doesnt work for them either?!? I just want to move on and be down with it. Im sure theres record of me sending emails, making calls, and even leaving a review trying to get out this contract.

  Business response

  09/10/2024

  ******* *********
  , TX 75126
  
  Customer#: *******
  Complaint#: ********
  
  Dear Ms. *********************** you for sharing your concerns, and we sincerely apologize for the frustrations you've experienced with your system.
  
  We understand that youve had issues with your cameras and other components of the system, despite multiple service visits. We take these matters seriously, and its important to us that your security system operates effectively.
  Regarding your request to cancel the contract, we would like to remind you that as part of the agreement, you have financial obligations until the cancellation process is completed. As discussed, one option is to transfer the service to the new homeowner, which would relieve you of your financial responsibility. We recognize that this is not your preferred solution, but it is an option available to you.
  Unfortunately, canceling without penalty is not permitted under the terms of the contract. However, if you'd like, we can further explore any additional options to help make this transition easier.
  If you have any further questions or wish to revisit this matter, please dont hesitate to contact us. We want to ensure that we provide the best possible resolution for you. 
  If you need further assistance in this matter, I am available Monday through Friday from 8:00 a.m. to 5:00 p.m., Central Standard Time.
  
  Sincerely,
  ******* *.
  Customer Care Escalations Supervisor
  *********************
  
  Cc: Better Business Bureau
  
  

  Customer response

  09/10/2024

  I am rejecting this response because: like there werent a trial period or anything. I literally tried to get out the contract within the first couple of months. I felt tricked into it. ******** NEVER told me it was for 5 years. She also knows that I didnt want the service after she lied to me. Passing down the service just so it doesnt work for them too is ridiculous. You think I wanna pay for two houses and yall horrible service. Yall are just taking my money knowing your services hasnt worked for me in THREE YEARS!!! Y'all salespeople are liars tricking ppl to come to yall. How do yall think its okay when i can literally have groceries delivered and none of the cameras or doorbell saw anything. Like I said theres record of me complaining about the same problems. HomePro is a security system so families should feel safe and thats simply not my case.

  Business response

  09/13/2024

  We hope for a mutually agreeable resolution and appreciate your understanding. If you have any further questions or wish to revisit this matter, please dont hesitate to contact us. We want to ensure that we provide the best possible resolution for you. 
  If you need further assistance in this matter, I am available Monday through Friday from 8:00 a.m. to 5:00 p.m., Central Standard Time.
  
  Sincerely,
  ******* *.
  Customer Care Escalations Supervisor
  *********************
  
  Cc: Better Business Bureau
  
  

  Customer response

  09/16/2024

  I am rejecting this response because: we didnt reach any kind of solution. Y'all arent doing anything about the issue or the problems Ive been having with this company for years. Just continuing to take my money for a system Im not even using.

  Customer response

  09/19/2024

  My house was broken into over the weekend where ppl stole several things out my garage and the only notifications I got was about my **** door being low battery. Luckily I do not live there anymore but the stuff should still work. So I have disconnected everything because it doesnt matter anyway.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date of Incident: August 14th Nature of service: Security Reason: I was made aware of a price match guarantee ( my issue was not the price so much as it was a couple of features I had expressed wanting that I was going to be charged an extra 1300 for ) so when I approached my ** he said they could meet with me to redo our paperwork to include the 2 features I wanted that a competing company offered me ( on top of many others they offered ). I only countered HomePro with about 2 out of 5, to see if they would work with me on it. I was told they would. Upon entering my home again however, the ** tried to ask me to pay that extra 1300 hundred NOW to add the features. He threw in my face that I said I wanted simple and I reminded him he never told me the 2 features i asked for were an option. He sat in my home trying to talk contract circles to me because I am a woman and my husband was not home. It was poor salesmanship ( a bold face lie since he did not get anywhere near matching the other company on features ), it was definitely discriminating seeing as how he kept repeating he just wants me to be safe in this house with implications on not being able to defend myself. I have tried contacting him, customer service, and once his branch manager reached out- I returned phone calls after work but have been sent to VM multiple times now. Their customer service wanted me to pay 2700 dollars upfront ( without even having received any installation ) to close my contract! I have put down about 259, already and I know I am not getting that back from them. I assume I will have to work with my bank on that end. This company clearly takes advantage of new homeowners just because they are favored by our builders. I have not gotten equipment or service. I just want out of this contract.

  Business response

  08/26/2024

  *********************
  ******************************************************
  
  Customer#: *******
  Complaint#: ********
  
  Dear *****************,
  
  Thank you for sharing your experience with us. We regret to hear that you feel this way about your interaction with our team.
  HomePro provides all customers with a three-day window to cancel their contract without any penalty. Since no cancellation was requested within that period, the contract remains in effect. We want to clarify that our business practices are transparent and fair, and we take customer concerns seriously.
  We understand that your recent experience did not meet your expectations, and we apologize for any frustration this has caused. Please be assured that we are committed to addressing any issues you may have. If you would like to discuss your situation further, please dont hesitate to reach out to us directly.
  If you need further assistance in this matter, I am available Monday through Friday from 8:00 a.m. to 5:00 p.m., Central Standard Time.
  
  Sincerely,
  ******************
  Customer Care Escalations Supervisor
  *********************
  
  Cc: Better Business Bureau
  
  

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When checking a product's price and shipping costs, HomePro required my credit card info and shipping info first. It LIED, BY STATING SHIPPING AND TAX INFO WOULD BE CALCULATED AND SHOWN TO ME BEFORE ORDER SUBMITTED. They instantly charged my card and never showed me the $16 shipping cost.

  Business response

  08/16/2024

  B K
  , OR 97216
  
  Customer#: N/A
  Complaint#: ********
  
  Dear B K,
  
  Thank you for bringing this matter to our attention. We apologize for any confusion or inconvenience you experienced.
  It appears that there has been a misunderstanding. HomePro operates exclusively in the state of *****, and the business you are referring to does not align with our operations. We are not responsible for the practices or transactions of businesses outside of ******
  We recommend contacting the business in question directly to resolve your issue. They should be able to provide clarification on their billing and shipping procedures.
  We apologize for any inconvenience this may have caused and appreciate your understanding.
  If you have any further questions or concerns, please do not hesitate to contact us. 
  If you need further assistance in this matter, I am available Monday through Friday from 8:00 a.m. to 5:00 p.m., Central Standard Time.
  
  Sincerely,
  ******************
  Customer Care Escalations Supervisor
  *********************
  
  Cc: Better Business Bureau
  
  

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have repeatedly tried to get service on my alarm system and A/V system which Home Pro installed in April, 2024. I spent 45 minutes on the phone with them today with no resolution. They refuse to honor the warranty and expect me to pay for a technician to show up. They have been here on 4 previous occasions and the problem is not resolved. The alarm goes off at all hours of the day, and yesterday police showed up at my house for a false alarm. They still refuse to help. I alos want to cancel my alarm service, but there is no way to do so.This constant runaround is one of the worst examples of customer service I have ever experienced!

  Business response

  08/16/2024

  *********************
  ***************
  Manvel, Tx 77578
  
  Customer#: *******
  Complaint#: ********
  
  Dear ****************,
  
  Thank you for taking the time to share your concerns with us. We sincerely apologize for the difficulties youve experienced with your alarm and A/V systems.
  On August 15, 2024, you contacted us regarding the issue with your alarm system, which was attributed to an A/C power failure that occurred on August 9, 2024. During our conversation, we inquired whether the system was plugged into a GFI outlet, and you indicated that it was not. We also requested that you send a picture of the outlet, but we have not yet received the email.
  We understand the frustration of having to address recurring issues, especially those that disrupt your peace of mind. While we strive to troubleshoot issues remotely to save you time and inconvenience, we have dispatched a technician to your home at no charge to resolve this matter once and for all. Our goal is to ensure that your system is functioning properly and that you feel secure and satisfied with the service provided.
  We value your business and your feedback. Your satisfaction is our priority, and were committed to resolving this situation to your satisfaction.
  If you have any further questions or concerns, please do not hesitate to contact us.

  If you need further assistance in this matter, I am available Monday through Friday from 8:00 a.m. to 5:00 p.m., Central Standard Time.
  
  Sincerely,
  ******************
  Customer Care Escalations Supervisor
  *********************
  
  Cc: Better Business Bureau

*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. ↩