Icon Security (IconHomeSecurity.com)

Their service is the worst. I too entered into a ridiculously long contract. Upon installation, one of my telephone lines stopped working immediately. At my expense, the telephone company made a service call to repair the line. My system went off repeatedly and constantly and eventually stopped working completely. I contacted the company who informed me that I would have to pay for a service call if I thought the problem was more than the battery.

After a few months, I received a battery and the system worked for about two days. I contacted the company repeatedly. They eventually passed the service request to a local (contracted) company. The contracted company contacted me; after several telephone calls, more than two more months of waiting, and a day off work awaiting a serviceman's arrival , they sent a serviceman. He entered my home and contacted his company who instructed him not to fix the unit, my account was no longer an Icon account. My account was transferred/sold to ADT who would have to be contacted (by me).

I contacted ADT who informed me they were already aware the system was not working (apparently they figured I'd eventually contact them). They kindly made an appointment with me for a Saturday afternoon (certainly nothing else I need to accomplish on a Saturday afternoon). We'll see how this appointment goes. Icon failed to respond to my BBB complaint, and no other action will be taken; it's just another unanswered report. My biggest issue is that the system has been inoperable for months and months, yet Icon has been paid.

It was horrible! An Icon salesman came to my 84-year old mother's house. She asked if he was electricity man; he said yes so she let him in the house. After several minutes, he said that he was from Icon Security. She had ordered sensors for the windows from them several months back so she said, "Thank goodness that you have the sensors because my contract is up in September and I can't afford this anymore. He said, "Sign this piece of paper so I can put them in." She had no idea what she was signing--she thought she was confirming that he was going to put the sensors in.

Then, she called to cancel as the contract was up this month and they had told her that she couldn't because she had just signed a five-year contract. She is absolutely astonished and madder than a red hen! This is despicable behavior from a salesman and to an 84-year old woman. You should be ashamed! She may be old but she deserves decent and honest service from you. You made her sign a contract when she didn't even know that it was a contract! Wrong, wrong, wrong! When we called to complain, the guy my husband spoke to said that he knows how salesman does dirty things to old people but there is nothing that they could do. He said that they have lawyers and will fight because their contract is iron clad.

I am writing on behalf of my 84 year old mother, Vivian ***, who also lives in Las Vegas. She was lied to by a door to door Icon salesman who said he worked for her, at the time, existing alarm company and he was there to upgrade her system at no charge. He then duped her into signing a multi-year, self renewing contract. My mother has hearing loss, macular degeneration and memory problems, was in no shape to sign a contract and was completely taken advantage of.

After stopping the automatic withdrawal from her bank account, they began to harass her with constant phone calls to the point where she believed that someone was going to come to her home and take her away. They were able to get around all call blocking features and jam up her voicemail. Shortly, the phone calls stopped but that is when we discovered that they began withdrawing money from her account again by changing the amount they were withdrawing by a few cents.

They have stolen hundreds of dollars from my elderly mother, caused us both to spend dozens of hours trying to rid ourselves of these people and basically have terrorized an old lady who doesn't completely understand what is going on. There have been complaints about this company for years and nothing has been done about it. I believe a class action lawsuit is appropriate and I'm sure you will have no problems finding people to join in the fight against this terrible company. On behalf of all the people they have harmed, please investigate! Thank you.

My mother was living in a mobile home court that was targeted by ICON salespersons to sign up the elderly to a security system. They came to her door, invited himself in and whether or not he explained everything to her is unknown. She was 91 years if age at the time, extremely hard of hearing (even with new hearing aids in both ears), has difficulty walking, macular degeneration, diabetes, chronic pain, etc. He convinced her that ICON was the best security system available and had her sign a three-year contract that she was bound. If at any time she wanted to cancel the service, she would have to pay 75% of the balance of her 3 years.

My sisters and I are convinced that she had no idea what she was signing and even denied ever receiving a copy of the contract. We moved mom from her prior residence and requested ICON to move the system. It cost approximately $100.00 to move it. Mom never used the alert system, however, when she did on September 12, 2010, the alarm went off in her apartment but no emergency assistance arrived. A neighbor called me to describe her condition and I rushed over and attempted to call someone at ICON to no avail. No one answered. We cut the wires from the security board because it was disturbing the rest of the elderly tenants. I called 911, who appeared within 2 minutes, and stated that they had not received any sort of signal that there was a problem.

Thank God my mother didn't have a heart attack, because when she pressed the alert button, no one would have replied. I called ICON a few days following the incident only for the representative to tell me that it "was not their problem". I stated that if my mom had a heart attack and died, they would not claim any responsibility for the lack of contact? Again, they said "this is not our problem".

My mother was living in a mobile home court that was targeted by Icon salespersons to sign up the elderly to a security system. They came to her door, invited himself in, and whether or not he explained everything to her is unknown. She was 91 years of age at that time, extremely having a hard time hearing (even with new hearing aids in both ears), has difficulty walking, muscular degeneration, diabetes, chronic pain, etc. He convinced her that Icon was the best security system available and had her sign a three-year contract that she was bound to. If at any time she wanted to cancel the service, she would have to pay 75% of the balance of her 3 years.

My sisters and I are convinced she had no idea what she was signing and even denied ever receiving a copy of the contract. We moved mom from her prior residence and requested Icon to move the system. It cost approximately $100.00 to move it. Mom never used the alert system, however when she did on September 12, 2010, the alarm went off in her apartment but no emergency assistance arrived. A neighbor called me to describe her condition, and I rushed over and attempted to call someone at Icon to no avail, no one answered.

We cut the wires from the security board because it was disturbing the rest of the elderly tenants. I called 911 who appeared within 2 minutes and stated that they had not received any sort of signal that there was a problem. Thank God my mother didn't have a heart attack, because when she pressed the alert button no one would have replied. I called Icon a few days following the incident only for the representative to tell me that "it was not their problem". I stated that if my mom had a heart attack and died they would not claim any responsibility for the lack of contact and again they said "this is not our problem". I asked that they have a repairman come to my mom's apartment and had the Icon system removed.

I called Chase where the payments from Mastercard were being made and cancelled any further deductions to pay Icon. I heard from a representative of Icon last week who said that my mother's credit card had expired and that he needed the new expiration date. He gave me his name and number and asked that I call him back with the necessary information. I have not returned the call. I would appreciate an attorney to look into this situation and certainly would welcome a call with advice as to where to go from here. Thank you.

ICON Security is the biggest rip-off! They do not provide security services. They are only there to take your money every month. I let them talk me into signing a contract though ADT had put my system in. How is anyone bound to a contract for monitoring when they didn't bear any expense in supplying the system? That is the question that I should have been asking when they came knocking on my door to steal business from ADT for a cheaper cost. Don't try getting any help on the weekend or after business hours because they do not have any competent personnel to come to your house if your security system is malfunctioning.

My family and I had to listen to a Carbon Monoxide Detector beep for 3 weeks before they got someone to come over and just turn the volume down to make it bearable. I almost needed some Valium after that ordeal! I automatically stopped the automatic debit transactions from my account because of such poor service. That did not stop them from hounding me by phone 3-4 times daily. They can't offer good customer service but they are good at demanding payment. One of their representatives, "Eric", made a remark to me that I should "act like a big girl" and then we could get things settled.

Twice, I've had random people show up at my doorstep saying they represented ICON Security. They even had the logo on their clipboards. When I called to company to find out if they actually represented the company, I was met with responses such as "we don't have anyone by the name, that name doesn't sound familiar or they might have been from ICON Security." The company didn't care that someone may have been out in the community misrepresenting them. I wrote them a letter and they didn't even respond or return my phone call. I am thinking of breaking my contract and hashing out with them in court. One thing is perfectly clear, they want to get paid!

Icon Security Is a wannabe legal, but ethically fraudulent company, that preys on the ill, and the elderly, and those of us stupid enough to get caught up in the mix. They do not protect, they endanger, they do not respect, they expect, they feel they are entitled to charge outrageous rates, and use underhanded and frankly, unethical practices to pull in as much money as possible, with doing as little work for it as they can.

The individuals I have dealt with at the company begrudgingly give their first names, wont give an 'agent number' or 'call reference' and yet when we complained, they were able to produce months old recordings of conversations we had with them. Though they did not produce all of the calls, just the ones where we weren't necessarily complaining directly.

People I have dealt with personally: Tanner: the heavy sighs, exasperated, 'why do I have to deal with you' attitude, and the rude, snide 'why don't you know this' comments when asked direct questions. Jennifer: nervous, evasive, rude, when asked to get a supervisor, because she wasn't being helpful, she put me on hold for almost a half an hour (it took her two minutes to pick up the phone initially when I called), and told me that a Courtney in customer service would call me back in a few minutes. Courtney never did call me back. Though, I did happen to speak with her on another occasion.

Courtney **: Claimed to be a 'manager' but turns out, she is just another customer service tech answering the phones there, likes to 'quickly get people off the phone', ends her sentences as though she is ending the call, with a snide "okay we're done then" attitude, even though she hasn't even started to actually answer a question. Rude and audibly untrustworthy. You can hear the lies in her voice. These are the "help" you get when you call their 'Command Center' which consists of an office front and cubicle city inside.

Who knows how much time has gone by without a working security system that may or may not have been monitored. So my family, my property was all at risk because the service we were paying for may or may not have been working. Plus, now another year of useless / worthless 'lack' of security from this company that won't follow through and will not give customer service. They lie and when they have a contract with you they cheat you left and right. My main complaint is the automatic renewal, but how can you repeatedly charge individuals for services that you are not providing, then tell them that they cannot drop your service, because there is a contract in place.

f the contract is a service contract, isn't lack of services provided, breach of that contract? You cannot put a true monetary amount on security. Knowing that you had none, and what might have happened because of that is also unknown in terms of monetary amounts. I think that, at the very least, they should be forced to return the funds that they have weaseled out of people over the years with their unethical practices.

They did not notify us that our contract was ending, and that we needed to provide a written cancellation, prior to the end, otherwise, the contract automatically renewed for another year. This, however, goes against Utah State Law (where they are based) in, Title 15 Section 10 of Utah State Law it plainly says, they (Icon Security) must notify the individual (the customer), in writing, between 90 and 30 days prior to the end of the contract, that it will auto-renew for another year, unless it is canceled. You can check out the actual wording here: **.

If this company is coming after you for money that you don't owe them, let everyone know, tell your secretary of state, yell at the Utah secretary of state and attorney general. These practices need to stop. It's time for a Time Magazine Inc. scale class action suit against Icon Security! I am sure that with the monthly charges, overcharges, incorrect billing, and auto-renewals in place, they are raking in millions, and yet can't give their customers the time of day. They need to be brought down legally, and soon.

I began attempting to contact Icon Security in early February 2010. The pse of my call was to request assistance because my alarm system was not working. I called their number at least five times and was either put on for periods of fifteen minutes and then being cut off or just being cut off immediately. I signed my service contract on September 19, 2007.

After finally getting hold of a live person at Icon, I described that my system was not working. It was as if the system was dead. It would not receive any information, so I was not able to use the system. I was told that Icon would get in touch with our local Icon service technician. I was also told that the technician would contact me directly within a few days to set up an appointment. It was almost three weeks before the technician returned my call. We set up a time to meet.

When the technician finally showed up at my home, he was over two hours late. He did fix the alarm. Before he left my home, I requested to set up a time in the near future for him to install a sensor/detector. I had recently added a sun room to my home, and the exit was out of the sun room instead of the kitchen. He (Sean) told me that he didn't have time to do that installation now but that he would contact me in one week to set up a time to meet. He never called me back. Needless to say, I was quite unhappy with Icon's lousy customer service.

I waited at least two weeks and then called Icon to request their assistance to resolve the problem. I also told the young lady who answered my call that I thought Icon had breached their end of my thirty-month contract. I also told them that I wanted my contract cancelled to their continuing lack of customer support. I was told that I would have to pay a cancellation fee of at least one thousand dollars. I told them that I reread my contract in detail and that it was not indicated any where in the contact. I was also told that I could not cancel my service. By this time, I was getting frustrated with their lousy service.

I requested to speak with the supervisor. I was told he was not available. I thought to my self that that was a pile of you no what. I was then transferred to the supervisor's phone where I requested him to contact me ASAP. I did indicate in the message what my major frustration was and that I felt my contract had been breached by Icon. I also said that my cancellation of service should not cost me any money. I have heard nothing back, and now I am angry. Please return my call and read to me where in the contract it said I had to pay for their ongoing lack of service. Please help me resolve this problem ASAP.

he would reimburse my first month's fee himself, get Icon get security system. After 14 months of a poorly working system, countless techs from another company for repair, the last tech told me the system was NEVER registered with their system, my original system was "Hard-wired" and Icon tried to put a wireless system "OVER" it, all for $47.00 a month. A letter and lots of nasty phone calls finally had "Hosea" tell me they will debit my account as long as I have a contract. I went to Chase Bank and they said that is theft, if customer says STOP. The alarm STILL does not work. I AM NOT PAYING FOR NON SERVICE. And I lost some of the equipment I HAD, because they could not make it work with their system. Took it with them too.