Secure 24 Alarm Systems
Reviews and Complaints

My home inspection company referred me to this ADT, which offered a $100 reimbursement check for the installation fee for service. They advertised that the reimbursement check would be issued within 30 days of installation. On 9/9, my service was installed. On 10/9, I spoke with ***, the business manager for Secure 24 alarm systems. He assured me that my check would reach me by the following week. On 10/27, I contacted *** by phone and email regarding the status of my check. On that date, *** notified me that the check should now reach me by 11/01. He also mentioned that if I had not received the check by that date, I should call him again. As of today (11/5), I still have not received my $100 reimbursement check.

Long story short, very dissatisfied with Secure24 as they installed the Ring doorbell camera and unbeknownst to me after the trial period was over it renders the Ring Doorbell useless. I have made 4 attempts at calling Corporate ADT and each time they tell me that they can't do anything and patch me over to Secure24 and that they would have to handle the claim. Each time I have left a total of four voicemails in the span of two weeks for Secure24. I have yet to receive a call back from them. I just want the Ring doorbell camera removed and installed with the approved ADT doorbell camera that will interface with my security monitoring system for no charge since they installed the wrong camera for me to begin with. Due to the no calls back it forced me to file this complaint, but I am optimistic Secure24 can right this wrong.

I signed up to get ADT security and another company contacted me stating that they were with ADT. Secure 24 alarms charged my account $99 on 11/12, which *** Loeb stated it would .99 cents. Contacted her and she said I would get reimbursed. Well, on on 11/13 I was charged another $92!from ADT and $64 through Secure 24 alarms. When I called *** again, she has someone by the name of *** call me. *** stated that he would take care of getting my refund on 12/04. Well. Still no refund. Contacted and left 2 voicemails and *** still has not called me back. I called him yesterday and got not reply whatsoever. Called *** today and she stated she would check into it and have *** call me back. All I want is my money credited back to my account $99 or the $92! They both stated that I was overcharged. $99 was for the activation fee *** waived and her and *** could not tell me what the $92 was for. Not happy at all with this company

I was mislead and feel like taking advantage of as a customer. First they dont tell you that you have 3 days to cancel and it has to be in writing or orally if not happy and automatically sign you up for the highest monthly payment and poor customer service. I asked to speak to a supervisor and he couldn't even tell me his full name and what his email or address to send in concerns. They are a authorized dealer with ADT you would think they would be able to help,but that not the case. I was told by ADT that they couldn't help me and their name is on the signs and stickers of people's house. Please if doing business with them beware of sneaky practices and if you MISS THE 3 DAY WINDOW YOU ARE TOLD TO PAY 75% OF CONTRACT IN OEDER TO GET OUT OF CONTRACT IN MY CASE I HAVE ONLY BEEN IN THE CONTRACT 2 WEEKS AND I HAVE TO COME UP WITH $1400.00 FOR THEM TO RELEASE ME. IN A TIME WHERE PEOPLE DON'T HAVE JOBS DUE TO COVID THEY ARE ADAMANT ABOUT COLLECTING THEIR MONEY. BUYER BEWARE!

We purchased a home on 9/21. In the process of closing, our seller & realtor asked if we would like to take over the ADT service at the house & by doing so we wouldn't incur start-up charges. I had a call with the ADT rep (Secure 24) on 9/22, reiterating in the call that we were taking over the service at the home. I mentioned it odd that they required $99 start up (was told "to update the system" but it would be refunded). The rep signed us up for a new service for 36mo & failed to explain we were taking over just the equipment, not the contract. On 10/2, after requesting a contract, I noticed the issue & contacted ADT. After 3 mo of inquiry, I was told Secure24 could not offer any lower amount (44.99mo for 36mo), would review the call to see if there was misrepresentation & *** (manager) would call within 48hr. After ~1.5 wks he called & admitted there was a misrepresentation/communication, but did not give specifics. I asked for specifics and/or a copy of the call & was denied.

After misleading my wife and I about the services included with our subscription -- which directly led us to sign with ADT instead of a competitor -- Secure24 reps admitted the deal they promised never existed. So we tried to cancel, but Secure24/ADT reps then lied to trap us in our contract, telling us it was not possible to cancel. We only found out yesterday (8/9), directly from ADT, that we could cancel at anytime. This all started in 2019, when a Secure24 rep (Dan) offered a nonexistent "deal." After misleading us into signing a contract, we discovered the lie and asked to terminate, but another rep (Kyle) told us we couldn't cancel and offered (in his words) "off the books" and "on the side" benefits to drop it. This was deceptive and fraudulent. Multiple attempts to cancel our contract were met with outright lies. We seek a full refund of everything we've paid after being lured into a contract, and then trapped in that contract, under false pretenses and by lies/deception.

I purchased a new home and was given a promo as apart of that purchase to get home security thru ***. A tech came out & installed it on 12/8. I paid 99.00 dollars for installation and 68.00 for first mth service. The doorbell camera did not initially work & the tech switched it out that day. Everything worked fine until that weekend. On the following Sat, Dec. 11th someone rang my doorbell while I was out & when I attempted to see who it was there was no footage. From that point fwd the doorbell has not worked. The tech has been to my home to change the doorbell twice. Ive purchased additional equipment in hopes to give better signal to the doorbell. Nothing has worked. Ive called to cancel the service & they refuse to do so without charging a 1600 dollar penalty. They refunded me 64.00 for the inconvenience and insist of having the tech come again. I am supposed to have some type of money back guarantee which they refuse to honor. I reached out to *** but they refuse to help citing I set service up with an authorize agent so I have to deal with them. I am thoroughly disgusted with the lack of service & the even worse customer service. I want this account closed as I will not continue to do business with them.

To Whom It May Concern: Some time around October 9 at 1pm I was contacted at 7191 Old Sauk Road by an ADT representative named Jim Roussin, selling ADT Security Services and we mutually agreed to meet to discuss adding the system to my home two days later. Mr. Roussin led me to believe the cost would be $27.99/month, but it wasn't until I received my first bill two months later the charge was $57.99/month. Once the installation was completed, I contacted Mr. Roussin to inform him the exterior camera system did not work. During that conversation Mr. Roussin discussed the difference in the monthly charge, and at that time he informed me the monthly charges would now be $86.00/month due to the exterior camera system not working. I reminded Mr. Roussin of the flyer I received in the mail that stated the money change would be$27.99/month,but he repeated becausethe exterior camera system does not work the charge would be $86.00/month. Mr. Roussin indicated they could get the entire system to work at a discount price of $S7.99/month. I thought that price was too high and offer on the flyer was $27.99/month. Mr. Roussin stated I was unable to get the entire system for $27.99/month. I tried a number of times to reach Mr. Roussin to discuss the monthly price but was unable to reach him. We finally connected and he stated there was nothing he could do about the increase in the monthly payment. I spoke with Mr. Roussin's supervisor and he too was unwilling to work with me. At this point, I new this was a bait-n-switch transaction. I informed the supervisor that I wanted it removed and he indicated only Mr. Roussin could remove the system and the cost to remove it would be $2,000. At that time, I refused to pay the removal charge and discontinued the call. In this complaint I am asking for them to remove the entire security system from my property and discontinue sending me monthly statements.

My husband and I recently signed up with Secure24 an authorized ADT dealer that was recommended through the inspection company we used when purchasing our home. After signing up, we have encountered nothing but issues. We made our install appointment two weeks in advance. When the day of our initial install came, Secure24 called and rescheduled our install 3 separate times in the first week, most times calling to reschedule hours after they were promised to be at our home. I have had to rearrange my work schedule to accommodate the install and after the first 2 times, it was becoming a bit much. Second when the tech showed up to complete the install he did not have all the proper equipment with him and we were told it still needed to be ordered. This is crazy, they had two weeks to order what we needed. As new customers we should not have to be told at the time of install that the supplies were not even ordered yet. We do not fault the tech as he was just relaying what the office told him. In addition one of the key pads we were given is defective. Prior to the install my husband and I asked if our dogs barking during the day would set off the glass break sensors we were told no. The second day after install, I was called on my cell by ADT stating that my alarm was going off due to the glass break sensor in the living room. This is where my dog is during the day. I asked them not to send police as I had just gotten home and all was ok. I could not verify however, because the Secure24 company failed to have my husband and I setup a "security code" for when ADT called. So the police were sent to my home and I had to explain the whole story to them. In addition, we came to find out that my husbands initials were digitally transferred to a 3 year contract that we never saw. Also Secure24 charged our debit card for 2 months of service upfront which was never explained to us or authorized. When we called this past Tuesday only 4 days after our initial install to discuss the missing equipment and the defective keypad and the glass break sensor, we were told we can order whatever we needed ourselves online and that they did not feel the need to come out for service they would just make the sensor less sensitive from their servers. This was not acceptable to us, as new customers we felt that we were getting the run around and not being taken seriously. With all this going on in only a short amount of time, my husband and I decided to just cancel the whole thing and have Secure24 remove all equipment from our home and that we would contact the corporate office. We signed a cancellation agreement and were told that our money would be refunded within 10 business days of them removing the equipment. Again I rearranged my work schedule to accomodate the uninstall yesterday as I was promised that someone would be at my home after 3pm. 6pm when no tech had showed up yet I called. I was told that the tech was on his way and he would call me in a few with an ETA. 1 hour later my husband received a call that Secure24 was yet again cancelling our appointment and that they would "try" to get there the next day. This is completely unacceptable! No company can expect that someone is going to be able to rearrange their schedule so many times like that. I work for a living too. Needless to say this company has been deceitful since day one and their customer service and policies are horrendous. As new homeowners we have enough to stress about, having an alarm put in should not be one of them. Now I have been on the phone with ADT Corporate for over an hour trying to get this whole situation with Secure24 rectified and have their equipment removed from my home. My husband and I are also very concerned about getting our refund and the fact that they transposed his initials onto a contract that we never saw. This seems to us like shady business. We wanted you and others to be aware not to use them when wanting an ADT alarm system installed.

I have been a good standing customer of Secure24/ADT since April this year and in that short amount of time, I have had several issues with both the service and, more importantly, with the dealership I signed up through. In March this year, my wife and I were in the middle of purchasing our first home when I received a phone call from *** with Secure24 Alarms, a dealership for ADT, based out of St. Louis. Throughout the course of our conversations I asked him very specifically what was the window for canceling my service should I decide that I do not want the service or if I find another service that I want instead. His response was 6 months. He then went on to tell me that not only would I be able to cancel but that I would be entitled to a full refund of any money I had paid up to that point. He never mentioned the 3-day window that I actually had or the fact that the 6-month window was only if there was an issue with the service that they could not rectify. The only reason I signed up with the service was because of this 6-month window he assured me I had. If *** had been upfront with me from the beginning and had told me that I only had 3 days to cancel, I never would have signed up with the ADT service. He then allowed me to sign a contract with Secure24/ADT under the false pretense that I had 6 months to cancel when in fact, I only had 3 days. After about a month of having the service, I decided that I did not want it and I called to cancel. I spoke with a woman named Michelle in the billing department and she informed me that I owed 75% of the contract which was about $1,600 at the time. I was then forwarded to a man named *** who identified himself as the head of Secure24. *** and I had a pleasant conversation but in the end, he told me that he could not do anything about the contract but that it was in fact ADT corporate that would have to initiate any cancelations, alterations, etc. *** told me that he would call ADT on my behalf and see what he could do. He called me back the next day and told me that in order to cancel my account that I would have to default on several months of payments in order to be sent to ADT collections. Then my account would be canceled but I would still be liable for the 75% owed along with any negative effects to my credit score. In addition to the misleading information from Secure24, the system I had activated in my house failed on at least one occasion. My wife walked out the back door of our home and the alarm went off. We did not receive any phone calls about the alarm and when I asked Secure24 about it, they did not have any information on an alarm having gone off. Also, when the system was installed, at no point did anyone tell me that I would need to have internet. Because this information was neglected, the complete system, an outdoor camera, and a doorbell camera, still have not been installed almost 3 and a half months later. I signed up with ADT for some very simple reasons. I have always heard that ADT is a very respectable business and that they are very professional and second to no one. It is in my experience that none of this is true. I also only signed up when I did because I was told I had 6 months to test the system and to decide if I wanted to keep it long term or if I wanted to cancel within that time frame. This also turned out to be untrue. This whole situation has been emotionally taxing on myself and my family. As mentioned, my wife and I bought a house in April. We also had a child in March and with the current state of things in this country including COVID, we are beyond stressed. In addition to having a newborn, I am losing sleep every night due to the stress of this whole encounter. We do not have that kind of money due to multiple things going on in our lives nor do I believe we should be made to pay it due to the way things have unfolded since beginning the service. In addition, I have tried to contact the CEO of ADT, ***, on 3 different occasions with no response. Thank you for taking the time to read my account. Your help in resolving this stressful situation would be greatly appreciated.

I'm filing this complaint to resolve a miserable experience my wife and myself had with secure 24. My wife and myself purchased a new home, part of the purchase process is an inspection. The inspector mentioned that we will be receiving a promotional offer from ADT and it is our decision weather to follow on it or not. A security system was not something my wife and myself planned on having in our new home. but I responded to the referral email just to see what the offer was. What made us pursue it further was a recommendation in the inspection to replace the smoke detectors. This is important because our only reason for a security system was smoke detectors and carbon monoxide detectors. Here is a description of what followed: 1. On Dec 14th I received an email from ***. This is part of what his initial email said: "Thanks for choosing X XXXXX XXXX XXXXXXInspections for your recent home inspection! I'm *** and I help their clients get the best service and value for Home Security. Our offer includes a complimentary Smart home system with optional doorbell camera. We can also test, upgrade, and reactivate an existing alarm system if needed". I responded that we will gladly entertain the idea and provided my telephone number. *I erased the details for the inspector. He has no responsibility for what happened. When I updated him on what happened he decided to cut all ties with the company. A detailed description will follow. 2. I received a call from ***, a sales representative. She informed me that they will provide the system at no charge and our only cost will be a monthly monitoring fee. I responded that our closing is at the beginning of January and I will contact her again once we have the keys. My thinking process, based on the email I received from ***, was that a professional will come over, take a look at what's in the house, and recommend what is needed. 3. After closing I had a missed call from *** and when I called her back, she did not answer and I left a voice msg. I received a call from a different sales representative, ***. I explained to her that our interest in the system is based only on the need to replace the smoke detectors and our interest in adding carbon monoxide detectors. I requested that they send someone to the house to view what is in the house. In response *** said that that is not the way they do things. She instructed me to canvas the house and make a list of what I think is needed, Which I did. 4. My list included: 3 doors, 13 windows (6 on the 1st level and 7 on the 2nd one), 4 smoke/carbon detectors (3 on the 2nd floor and one on the 1st floor), and two panels. I called *** and we discussed the list over that call. She said there is no need to monitor the windows on the second floor and that they only provide one panel. It made sense and I agreed. This point is important because it shows that the sales rep did narrow my list. She asked me if I knew if the smoke detectors were smoke only or a combo to which I answered that I have no idea. One of their promotions was that there is an activation fee of $99 and that activation fee is refunded after installation. we concluded with the following: 3 door monitors 6 window monitors 4 smoke/carbon monitors 1 panel 2 remotes $99 activation fee to be refunded after installation. 5. I provided her with my credit card information, and we scheduled an installation date. 6. Nobody showed up 7. I called *** and when she called me back, she said the installation department tried to contact me for COVID screening and I did not answer. I informed her that I received no call and that there was no voice mail. I asked that she provides me with a contact number, for me to call. As compensation she said they will cover our first two months monitoring via a $100 check they will send after installation. 8. When I received the "COVID screening call" I was surprised it was everything but a COVID screening call. The representative discussed what will be my payments and wanted me to provide my billing information. It was odd to receive such a call when I was anticipating a different call and I have already provided billing information, so I requested they add *** to the line. When she joined the call, she explained that information was not conveyed properly and that she took care of everything. The COVID screening part turned out to be two questions... During that call I informed Kriestie that I missed one smoke detector on the second floor and that we will need 5 smoke/carbon detectors. She said she will update the list and the technician will have all the needed equipment. 9. Installation day came and about an hour into installation, we discovered that the technician only had 3 smoke detectors- two issues, (1) the agreed detectors were a smoke/carbon combo, and (2) the quantity was supposed to be 5. 10. I called *** and she did not answer, and I left a voice msg. at the same time I sent her an email. We waited for 15-20 minutes and the technician called his supervisor. I received a call from a person called ***, who presented himself as an installation manager. In the conversation he said that they cannot install what was agreed upon with Kristie, explained that they have a "welcome package" with a set number of devices- never mentioned by either *** or ***. When I elaborated on what was promised and agreed upon with *** I was asked if I had it in an email- I did not, everything was done over the phone, including me providing my credit card information. He continued to try and negotiate with me and my response was that I was promised a number of devices and that is what I want. He said he will check with higher ups and will call me back. 15 minutes later I received another call, from a person that presented himself as a customer service manager. He did not listen to what I had to say and insisted on lecturing me that I do not need what was agreed upon and that their package is what I need. When I tried to explain that I wanted a technician to come and inspect the house and was rejected, and that a list was compiled with a sales rep he ignored it and continued lecturing me about what my "need" was. We instructed the technician to stop installation and remove everything that he had already put into place. I called *** again, she did not answer. I sent her another email to which she did not respond to as well. 11. The technician was not an employee of Secure24, he was an employee of a different company called ***. During our discussions while waiting for a response he said he encounters similar situation on a regular basis and they are usually resolved. Based on that we allowed the technician to leave a hole in our bedroom wall. It is still there. 12. Because Secure24 introduces themselves as a distributor for ADT, I called ADT to complain. I learned that there's a difference between what the reality is and what I thought the situation is. I thought that secure 24, as an ADT distributor, are distributing ADT products and services. They are not, not fully. They are a security company that uses ADT monitoring services. I called ADT corporate and they could not do anything for me, but they suggested an ADT corporate employee come over to inspect the house and provide us with a proposal to which we agreed. Please note, this was an option in the first email I received from ***, and something I requested in my calls with both sales representatives. 13. I called *** regarding the refund of the activation fee. she did not answer. I left a voice msg and a different person called back. They said they will process the refund and that I will see it within 3-5 days. I waited for more then 5 days and when there was no refund, I called my credit card company and disputed the charge. 14. An ADT corporate salesperson came to inspect our home. He said that the house is fully equipped and wired. All the doors, windows (13 of them) have monitors, and that there is a glass shatter monitor, which I've missed, on the first floor. He informed us that the system is old and land line based. His suggestion was a "conversion kit" which will use the existing detectors for the security monitors. Per the smoke/carbon he recommended two smoke detectors, mandated by code, not to be connected to monitoring and two smoke/carbon detectors to be connected to monitoring (one on each floor for both types). Had Secure24 sent a professional to inspect the house they would know that. Had the technician mention that to us we would gladly accept the usage of existing equipment. 15. Based on that information, when I received another call from ***, I informed him of our updated needs, but he insisted on telling me he "wants to do right by me" and that all I needed was what he offered. He continued to suggest that if I had an email from *** stating what we had discussed, the situation would have been different. I told him I find that offensive as it is a remark towards my credibility. 16. I sent an email to the inspector and to the agent that assisted us with the house purchase to update them on the situation. I believe that for a referral-based business such as theirs an affiliation with a company that conducts its business in such a manner is a risky thing. Both were shocked with our miserable experience. The inspector immediately contacted *** to notify him on the situation and to cut his ties with Secure 24. 17. When I followed up with the inspector, he updated me that *** called him. During the call *** said that if it had been a different technician the situation would have been different. He said that the inspector made 300 referrals with no complaints- to which the inspector said that he does not know how many people a bad experience had but chose to settle. The bottom line is both myself and the inspector noticed that at no point did *** offer to fix my situation. His only focus was to maintain a referral chain. We do not have a security system and we have a hole in our bedroom wall.