Marilise S

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Verified Reviewer
| map-marker Durban, Kwazulu-Natal

Unhappy with the response

I have been have trouble with my new account application details for 2 weeks please can someone help me
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Cons:
  • One moment i whas approved and one minute declined
Wanda S

Ask for a call back from supervisor (Pam Dobson)

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This company seems to not want to resolve problems with clients. It has been a problem for awhile. Your customer service is a joke. The last tech with 13 years (so he says) don't know what to do. Supervisor won't return calls.
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Pros:
  • System out

Preferred solution: Let the company propose a solution

User's recommendation: I would not recommend to anyone

Lisa L Qxw

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Verified Reviewer

Lying thieves

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Updated by user Apr 02, 2021

Ackerman stated they would accept $80 to close the account. That was weeks ago. Never received the final invoice they claimed they were sending.

Original review Mar 03, 2021
I was told when I first purchased Ackerman Security that I can cancel at any time, as the house I was purchasing the security system for, was for sale. The representative assured me of that fact, so I bought it. That was several years ago. Now the house is sold, and these SOBs are stating I can not cancel and I need to pay until the end of the contract for a house I no longer own, OR get another rip off system from them. Seriously?!?!? What lying, stealing, SOBs. Do NOT buy this if you ever plan to leave your home.
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Loss:
$770
Cons:
  • Lied
  • Deceived

Preferred solution: Let me get out of this rip off contract as originally promised, as house is sold.

User's recommendation: Do NOT buy from Ackerman!

Akash G Btt

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Verified Reviewer

Archaic technology/business systems

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This company seems to be stuck in the 90's when it comes to web presence/interface, business systems and policies.

I went on the web to change my payment options. First of all, the interface is clunky.

I had to redo registration even though I already had a user ID and password.

After that, took me to second portal to get to my payment options. This requires a SECOND registration. Each time I tried registering it gave me an error message. It was a really basic error message which means basic bugs have not been worked out.

Anyhow, after being on the phone with a "technical expert" for 25 minutes I was informed that they are having issues and this will be resolved next week. NEXT WEEK!

I could not cancel from my account page, I had to call in. After being on hold for an hour I chose the call back option. I did get a call back with 30 minutes.

The representative informs me that she will EMAIL me a cancellation for that I have to SEND BACK VIA PHYSICAL MAIL.

These cheap stalling techniques are antiquated. The irony is that she EMAILS me the form that she says will NOT be accepted if not sent via CONVENTIONAL MAIL.

This is 2020.

On top of that there is a pandemic. Medical exams are being done via the web and this business expects their customers conduct agree to working in archaic ways.

What a joke.

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Pros:
  • Dependable
Cons:
  • Myackerman website fraught with security issues
  • Horrible customer service

Preferred solution: Cancel subscription

User's recommendation: This is the Blockbuster Video of the security firms. Go with a more modern company.

1 comment
Guest

You can NEVER speak to a live person neither can you change your bank info. Awful service

kim s Fsk

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Verified Reviewer

Don't sign up.

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You need 3 applications on your phone to use this system. I thought I signed a 2 year contract, and the salesman switched it to a 5 year contract without my consent. Beware.
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Cons:
  • Hidden long term contract and old equipment

Preferred solution: Cancel my contract

User's recommendation: AVOID THIS COMPANY

Anonymous
map-marker Atlanta, Georgia

Customer satisfaction

Hi: I signed up with your monitoring system approximately one year ago. What I signed up for and what I received are totally different. When I signed up I thought I would have one application on my phone, but I have to have three apps on my phone in order to use this system. I have had problems with the monitor in my garage where I keeping getting notices that the system is compromised. You sent one technician out last month to fix it, he replaced part, but you still get notifications it doesn't work, I am called by your company, I tell you what is up, and it keeps happening. Someone is coming on Monday, but this certainly is not state-of-the art equipment. I have been unable to use my. alarm because of these alerts, so why am I paying you all this money. Today I called to cancel my service after receiving notifications 2 days in a row about my garage. I was told I had a 5-year contract, which is not what I signed. When I signed up I made it clear that I only wanted a 2-year contract because I just got out of a long term monitoring contract. I haven't found my contract yet, but when I do I will verify. I don't know why you think I should be continuing this contract and paying for the next 4 years for equipment that I already paid for that clearly doesn't do the job that you represented it would do when I signed up. I would like to get out of this contract but I'm sure you will make it as difficult as you can. My service is at 2858 North Hills Dr NE, Atlanta, GA. 30305.
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Christopher J Ziy

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Verified Reviewer
| map-marker Lilburn, Georgia

My credit card continues to be charged after cancellation.

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Ackerman Security Systems - My credit card continues to be charged after cancellation.
Ackerman Security Systems - My credit card continues to be charged after cancellation. - Image 2
Updated by user Mar 20, 2020

Small correction, my cancellation form was received by them on November 12, 2019, not 2020.

Original review Mar 20, 2020
On October 11, 2019, I called Ackerman Security Systems to cancel my service with them because I had already signed up with another company.
Upon cancellation, I was informed that because I was still under contract, I had to pay a balance of nearly $900. I agreed to this charge and on October 12, 2019 that amount was deducted.

I was then mailed a cancellation form that I had to send in to them in order to complete the cancellation.
I filled out that form and mailed it in a couple of weeks later.
However, I just checked my credit card statement, and they have continuously been charging me monthly even though my account was cancelled with them last YEAR and I had already paid the cancellation fee!!!
Luckily I've dealt with crooked home security services like this in the past, so I made it a point to save all my paper work and correspondence with them. According to my certified mail receipt which I used to mail them the cancellation form, it was received November 12, 2020 so there is no excuse why they keep charging me.
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Loss:
$85

Preferred solution: Full refund

User's recommendation: AVOID this company at all costs and if you already have them and want to cancel them, be sure to keep ALL documentation and use certified mail for any correspondance to them, so they can't claim they "never received" or "lost" it. This is very dishonest company.

3 comments
Guest

Your full refund is in the mail.

Guest

This is helpful if only because it helps to know someone else has the same problem I have. We canceled in January (I sent their cancellation form on 1/10/2020) because we SOLD THE HOUSE!

They even quoted me for a system in our new place (so they know we moved). I didn't go with them. We continue to be billed for our monitoring. It just adds up.

I have tried at least 10 times to get this resolved. They either don't respond or, one time, I chatted with someone, even transmitted a copy of the cancel form I sent. They told me they would forward to someone to look into it (file 13, I'm guessing). Hey Ackerman - we get it - you don't want customers to cancel.

This is not the way to keep customers - we have lives, things change and, frankly, this cancel experience has already "canceled" you!

I will never consider a security system from Ackerman again - ever. How's that for a poor and dysfunctional cancel process for ya?

Christopher J Ziy
reply icon Replying to comment of Guest-1890259

Yep, I'm not surprised at all of your experience with them. Ackerman claims they continue to charge monthly fees because they want customers to continue to be "safe" during the cancellation process.

This is complete BULL. When a customer informs them they moved to another company, then there is no need for Ackerman to continue to monitor the home. If your case, you moved, so the "we want to keep you safe" excuse from them is laughable after all how are they going to monitor a system that isn't even set up?

Its all just an excuse to continue charging people. I seriously HATE this company.

View more comments (2)
Anonymous
map-marker Mcdonough, Georgia

Dissatisfied Customer

On September 23, 2020, a Technician came to check why my service light had come on. He accessed the situation and advised me that I was in need of a Control Panel and keypad and that would be 505.00 which currently is a lot of money to come up with during this Pandemic when my income has been slashed in half and can pay for the bare minimum to survive never missing a payment.

My concern is when I bought my first home in 11/2018 and the sales representative sold me the package and looked at the control system which was already in the home Fayette Security Sytems and at the time the control panel was then 15 years old. Now 1 year and 10 months later on a 5-year contract, now I need to replace this old system that should have been replaced at the time due to the outdated system that was already in the home.

No one is trying to help me the lowest the Customer loyalty department was $388.00 which has to be paid upfront and I cannot afford to pay this. I need someone to please help me with some resolution, or allow me to terminate my contract, because eventually if not replaced it will be inoperable.

Thank you,

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Marlyn O
map-marker Lithonia, Georgia

Customer Care Stinks

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For the last 5 months I've been having problems with Ackerman. I'm enrolled in their auto payment and since February' 2020 I've been getting unpaid invoices and emails saying my account is past due. It's very hard getting a live person in Customer Care all you get are recordings to send emails or numbers that no one answered. I decided to call their Sales Department and the representative who answered was very helpful and apologetic for my frustration. I finally got my issue resolved. Thank Godstyle="
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User's recommendation: Please call sales department because their department isn't bombarded with calls

Rodney J Ssj

Pay bill

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I originally had the bill pay set up for automatic then i noticed they started taking out payment twice a month. I called and had that cancelled.

I call every month to pay by phone and when I do, they take my information then a day a two later i get an email stating payment method did not process something like that. This have been going on for 4 or so months NOW, I have spoken to a manager on top of a manager and they have explained that the representative processed it incorrectly they were apologize. Okay it is now JULY 2020 same issue, i have contacted customer service the representative looks at my account, and probably say to her oh goodness here's this guy calling again, i proceed with asking my questions is the account noted from when i called Saturday? she don't answer the questions she states i see on your account your payment failed to process, maybe it is your card you are using, now the thing is it is my debit card and prior to having this conversation i just paid another bill by phone and they provided a confirmation # and everything is working fine, why is it when it come to you guys it my card that is not working?

i hear crickets i then say let me speak to a manager?

she placed me on a penalty hold of course and then the hang up the phone routine. I need for you all to process this correctly or let me out of this contract with no penalties?

NOT A HAPPY CUSTOMER VERY VERY UPSET WITH CUSTOMER SERVICE

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Pros:
  • Inexpensive monthly monitoring
Cons:
  • Not great
  • Do not note the account
  • Customer service put you on a penalty hold and hang up the phone

Preferred solution: Price reduction

User's recommendation: Do not if you can avoid them their customer service sucks

Mr and Mrs S
map-marker Norcross, Georgia

Online access to MyAckerman.com is fraught with issues

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I am beyond irritated with the MyAckerman.com online account service that is fraught with issues at every step of the process, culminating with finally getting it all straightened out last month only to be faced with the same issues this month - the signon, search for account, not valid, send to recovery screen (security sucks with this request as personal information not relevant is asked) taking you to a third party site ... just stop !!!!! This is not ok !! If this is your attempt at making the site safer you have FAILED !!!! I am sick and tired of trying to navigate around these stupid irrelevant steps it makes me doubt your security all together - and begs the question if you are in the security business what the #### do you think you are doing with your online requests. We will be taking our business elsewhere !!
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Cons:
  • Myackerman website fraught with security issues

Preferred solution: Fix your website for all your other customers - is the LEAST you can do.

User's recommendation: Never

Anonymous
map-marker Mcdonough, Georgia

Great Cutomer Service

My previous complaint with Ackerman was resolved in a timely manner. They were fair and understanding of my current financial situation. I appreciate their help and fairness. This is what makes a GREAT company! Never had a problem with the service I felt secure with their monitoring service, I would Highly Recommend this Security monitoring Company!
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Anonymous
map-marker Riverdale, Georgia

Cannot log in to pay bill

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I have been trying to log in to pay my bill. I set up the account with the new system you all have to pay your bill. It will not let me put my payment information in. I have tried several times and I have tried to call and I have gone on line to chat.ackermansecurity.com and still no response. Customer service is not good.
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User's recommendation: Right now I would not recommend Ackerman

Eugene W Duz

Poor service and accounting sustem

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Cannot get in contact with anyone about my account. I have been on hold now for more than an hour. Please help.do
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Pros:
  • Price
Cons:
  • Terrible service

Preferred solution: Cancellation of contract

User's recommendation: Do not enroll

Anonymous
map-marker Lawrenceville, Georgia

For my bill charged

Tried everything but can't contact,no one is respond
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Preferred solution: Price reduction