Many homeowners and businesses choose home security systems, also called burglar alarm systems, to help secure their property and possessions. However, some burglar alarm companies engage in unethical business practices to sell their products to new customers or those who have an alarm system with a different company. Better Business Bureau (BBB) warns consumers to use caution when shopping for a home security system, especially if approached by an unsolicited salesperson door-to-door or on the phone.
Consumers filed more than 6,610 complaints last year with BBB against alarm companies nationwide, making it the 24th most complained-about business category. This is an increase of nearly 1,400 complaints over two years, a 26.7% increase. Consumers searched BBB for information about alarm companies more than 422,000 times in 2019.
Many of the complaints involve billing issues, defective equipment, poor installation, or misleading sales practices.
Consumers also tell BBB they have been switched by salesmen from their current alarm company to a different company without knowing or giving their consent. Consumers tell BBB salespeople told them their current system needed to be updated or was defective and needed to be replaced.
Salespeople also told consumers their current alarm company has been sold and they need to have a new alarm installed. In several of these cases, consumers who filed complaints with BBB said they were left with two contracts to pay, and they may be forced to pay extra fees for prematurely breaking a contract.
A woman from Spanish Lake, Missouri, filed a complaint in June 2020, saying she was told by a salesperson that they were a representative of the company she currently had service with and they were there to perform an update to her system. The woman said her system was switched to a different provider and had to sign a contract with the new provider. She told BBB she was tricked by the salesperson.
“Don’t be pressured to purchase something from someone who shows up to your residence unannounced,” BBB St. Louis president and CEO Michelle L. Corey said. “If a salesperson claims there is something wrong with your security system, call your alarm company to verify what you’re being told. A reputable company will allow you time to make an informed decision.”
Here are some BBB tips to how to handle door-to-door salespeople:
- Do your research. Before you sign a contract or pay any money, check out the company’s BBB Business Profile at bbb.org. You can also call 888-996-3887 to get information about the business.
- No entry. Do not invite a stranger into your home unless you have made prior arrangements to meet with him or her. Don’t let a hard-luck story sway you.
- Know the rules. Many communities require a special soliciting permit for companies selling door-to-door. Before talking to them, ask to see a copy of their solicitor’s permit as well as any personal identification. Take down that information in the event there is a problem later. If they don’t have a permit or identification, turn them away and report them to local law enforcement.
- Charge it. If you decide to buy something, pay with a credit card in case you need to challenge the purchase later.
- A way out. The Federal Trade Commission Cooling-Off Rule requires that door-to-door salespeople disclose to customers that the customer has a right to cancel sales transactions of $25 or more within three business days.
