Ackerman Security Systems Customer Service Issues

I purchased a cellphone (brand: Telkom Hurricane) from Ackermans at Umtata Plaza on May 2, [redacted]. Within three days, I experienced issues with the device. I returned it to Ackermans and was helped by Miss Zintle and Mr. Olo. They informed me it would take around a month to repair. I received my cellphone back on July 22, [redacted], only to encounter the same problem. I had to return it once more on August 13, [redacted], and this time Ms. Bulelwa Khonza assisted me, assuring I would have my cellphone back before the end of August. However, to date, I have not yet received my phone or any updates from Ackermans. At this point, I am requesting a refund and hope for a prompt resolution. Thank you.

Dear Ackerman Customer Service, I have been a loyal customer of Ackerman for several years. Recently, I faced challenging circumstances with the passing of my husband and losing my job, causing me to fall behind on payments. I sent a letter requesting understanding during this difficult time as I look for new employment. It is tough for a Senior Citizen like myself to find work. I truly need to keep my alarm system as I live alone. I have always been diligent with my payments but have struggled lately. I kindly ask for your patience and offer a $50.00 payment to keep my alarm active. I will make additional payments as I am able while relying on my Social Security income. I am sending a check (#[redacted]) for $50.00 and will continue to make payments when possible. I appreciate your consideration as I navigate this challenging period alone. Thank you for your understanding and support. Sincerely, Jean W.

I am experiencing recurring false alarms from my security system, resulting in unnecessary police dispatches and a $70 fine. Technicians have visited twice but the issue persists. This has been ongoing for almost three weeks, impacting my trust in the system and causing financial losses and missed workdays. I request Ackerman Security to reimburse the $70 fine and address this matter promptly. Regards, Mark P. [redacted] Pot Spring Rd. Lutherville, MD

Hello, I am Regina J. from [redacted] 7th Street, Glenarden, MD [redacted]. I am writing to express my concern regarding an incident a few months back. I called your office to make a debit card payment over the phone, but later found out that my details were saved on the website without my consent. This intrusion into my privacy is unacceptable. I kindly request that you remove my debit card information from your system promptly. In the future, I will make payments by calling or mailing them. I do not wish for my debit card to be stored without authorization. Please address this issue immediately. Additionally, I have encountered difficulties reaching your billing office by phone. Thank you for your attention to this matter. Regina J.

I recently sold the property located at [redacted] Fairington Lane, Canton, Georgia [redacted] on 10/25/[redacted]. The new owners have taken possession, however, there seems to be an oversight on your end as this property is still appearing on my account. This has happened before and is not acceptable. Additionally, my automatic payments for [redacted] Lingefelt Lane are still being deducted from my Northern Trust Account even though I moved out of that property 6 months ago. This recurring issue has happened three times during my 10-year customer relationship with your company. If this is not resolved promptly, I will have no choice but to reconsider my continued business with your company.

I have been a customer of Ackerman for a few years now. There has been a billing issue persisting recently. In my conversation with a representative named Judy on March 21, [redacted], she was incredibly supportive and managed to partially resolve the problem. However, there still remains an unresolved matter. The property in question is located at [redacted] Reading Blvd. West Lawn, Pa. [redacted] under the name Robert Keiser. The outstanding concern is regarding the previous customer's charge of $20.75 that was incorrectly billed along with the $31.40 charge for the new services. This has been ongoing since the new service was initiated until 04/01/[redacted] when Judy rectified the duplicate billing. I would like to address the 10 months' worth of $20.75 charges that should either be refunded or credited to my account. Could you assist me with this matter, please? For further communication, you can reach me via email or by phone at [redacted]. Thank you.

1) I received an invoice for the time period of 3/24/[redacted] - 4/23/[redacted]. However, my credit card was charged on 3/17/[redacted] and 5/18/[redacted]. Why wasn't the April [redacted] charge processed? 2) I am unable to log into my account as my User ID or Password seems to be not accepted. Has there been a system upgrade issue that led to incorrect information migration or accidental deletion of my login details? The inability to contact a Customer Service Representative regarding these matters is disappointing. I believe the $35.95 monthly service fee should be adjusted due to the decreased support from Ackerman. Customer Service used to be a strong point for Ackerman which attracted me to their service as a loyal customer for over 30 years across three different locations. However, the current service experience has left me unsatisfied.

My Ackerman security system stopped working a few months back, leaving my home unmonitored. Ackerman came to replace the faulty part, which I paid for. However, I was never notified by Ackerman that my system was offline. Last time, when the alarm went off inadvertently while we were away, nobody informed us, and the police were not contacted. Even after calling Ackerman multiple times last week, we were not told until the last call that our system was not being monitored, despite the ongoing alarm at home. We have been loyal customers for years and believe there should be some compensation, perhaps around six months of complimentary service. Thank you.

On May 29th, I bought a new battery from Battery Plus because mine was low. After struggling to install it myself, I scheduled a service technician to come out on June 15th, which was quite a wait. At 69 years old, I stressed the urgency. When the technician finally arrived, he replaced the battery and had trouble with the transmitter. Even after installation, it showed low battery and an AC power failure. The technician suggested waiting 24 hours for a reset, but my alarm system remains dead. If not fixed by Friday, I will cancel my service contract. I've always paid on time, and the $89.95 service fee was a lot for a faulty system. It's crucial this gets resolved promptly as I am alone and relying on this system for comfort and security.

I recently received a letter regarding the option to pay for a year or discontinue services with Ackerman. Unfortunately, reaching a customer service representative via phone has been challenging, and the chat option was unavailable. The letter stipulates payment for a year or discontinuation of service, prompting concerns about reimbursements if one were to move. It seems unclear how to proceed if one wishes to continue using the services. I am willing to adapt to using a computer for communication purposes if needed. I am seeking clarification regarding the yearly fee mentioned in the letter, which I assume to be around four times the quarterly fee mentioned. Your prompt response is appreciated. Thank you, Eleanor S. D.

Customer Number: [redacted] We have been consistently receiving overdue invoices from your company. Despite canceling our service and informing you that we should not be charged for 6 months, we are still being billed. A letter was sent to cancel our service, which I can provide a copy of. If this matter is not resolved promptly, I will have to involve my attorney as your actions are affecting my credit rating and violating the contract. I request that the outstanding charges be removed without further complications. Failure to respond within two weeks will result in legal action being initiated, as I have legal representation prepared. I urge you to address this issue promptly to avoid any further escalation. Your cooperation in resolving this issue is appreciated. It is in both of our interests to avoid involving the Better Business Bureau or facing legal consequences. Nellie G. [redacted] Gay St Corona, CA [redacted] Invoice #[redacted]23 Email: [redacted]

I had an Ackerman technician come to my home on June 24th to address a Communication Failure issue. Unfortunately, as of Saturday, July 18th, the keypad is once again showing the same error. Moreover, on July 12th, there was a false alarm when the system was deactivated. Despite my immediate call back to Ackerman, I was put on hold for 25 minutes without speaking to anyone. Eventually, law enforcement had to be involved. I'd appreciate it if someone could contact me to arrange for a different technician to revisit and resolve the problem because the previous technician seemed unable to fix it. Kindly reach out to me at [redacted] or via email at [redacted]. Thank you.

I'm Richard Younge residing at [redacted] Galleon Crossing, Decatur, GA [redacted]. As an existing customer, I would appreciate it if you could confirm whether I am currently under contract with your company and provide details about its duration if applicable. Due to relocating to a new home approximately a year ago, I am uncertain if a new contract was issued. Hence, I kindly request a signed copy of the contract for my records at your earliest convenience. Thank you, Richard Younge

I am a customer named Jackie Metzler with an Ackerman account under Acct# 0F0454. I have an ADEMCO VISTA 20P system installed since January 16, [redacted]. I urgently need assistance as I have encountered multiple issues that require attention. Recently, a technician named Bill Brooks visited on Monday, July 27, around 9:30 AM, but was unable to resolve the problem. He promised to return later that day but failed to show up despite leaving a message at 3 PM. I tried to reach out to him on the provided number, but with no success. I have prepared the necessary work areas, like clearing the window sills, for him, but he has not responded since. Numerous other issues also need to be addressed promptly. Please contact me at [redacted] as soon as possible.

I began receiving invoices and calls from Ackerman around January/February when the coronavirus pandemic started. The invoices I received are dated from 03/01/[redacted] to 06/01/[redacted]. An Ackerman's employee contacted me during that time for an appointment to discuss service upgrades, to which I initially agreed but later canceled as I didn't require any. I aim to locate these documents to share with the right individual from the company. I am reaching out for assistance or guidance on this matter as I have never encountered such false accusations before.

I had a defective smoke alarm on my security system, and they replaced it after a week. I was promised a credit for the loss of service. I'm seeking information on the credit amount and requesting it to be applied to my account under Cust #[redacted]. Thank you. After the replacement, a small fire occurred in my kitchen that the heat detector didn't detect, prompting me to call [redacted] and address the fire myself. I learned that Ackerman had installed a heat detector without consulting me, which could have led to a dangerous situation. They are now installing a proper smoke/CO2 detector as recommended by the fire department. This experience highlighted the importance of having the right detectors and I hope others are informed about the differences to ensure their safety.

I received a call about a glass break alarm, and I tried to access the camera to confirm it before involving the police. However, the power outage from the storms prevented me from using the camera and triggered the alarm. 1. Please consider power outages in your service areas and send email alerts. 2. Initially, I was unaware of the power outage and thought there was an issue with my system. The person on the phone lacked troubleshooting knowledge. 3. I had the police dispatched as a precaution. 4. When I discovered the power outage caused the alarm, I called to cancel the police visit. I waited on hold for nearly 5 minutes for an emergency call response, which is unacceptable. I managed to cancel the police dispatch, but I am unsure if it was done in time to avoid a $[redacted] false alarm citation.

I experienced a low battery chirp and received a text. After trying to contact Ackerman through email, chat, and a phone call that lasted over an hour without success, I opened the cover and triggered a 'Tamper' signal. A lady from the Georgia center advised me to replace the battery pack myself. I struggled to find it at Lowe's and Home Depot, but Battery Plus had it, although it was expensive. After waiting for a callback for four hours and not receiving one, I replaced the battery pack. Despite the 'Tamper' beeps, there was no follow-up call. I am extremely disappointed in the lack of response from Customer Service and Technical Support at Ackerman. As a paying customer, I expect better service. - DWW-GA

Our alarm system keeps giving false alarms, even after disarming, it rearms itself causing us to rush to deactivate it before it triggers. This has led to the police being called to the house three times recently. A technician was supposed to contact us over three weeks ago but we haven't heard from them. The alarm went off again around 5 am yesterday, prompting me to call once more to request a technician to come and assess the issue. Unfortunately, I have not received any follow-up yet, and I'm still waiting for someone to get in touch with me.

Dear Ackerman Security, I have been experiencing an issue with my alarm system where it self-activates without any manual intervention. Even during the night, when the system is already on and we are asleep, it starts beeping as if there is movement in the secure zones, although the panel does not show any intruders. Can you please assist me in understanding what might be causing this unexpected behavior? Thank you.