TELUS - SmartHome Security

I recently had a highly disappointing experience with Telus Home Security. From the start, I was assured by their sales representative that I would not be locked into any contract. This promise was the main reason I chose to go with Telus over other security providers.

However, shortly after installation, I discovered that I was, in fact, tied to a lengthy and restrictive contract. When I contacted customer service to address this blatant misrepresentation, I was met with indifference and an unwillingness to rectify the situation. It felt like they were more interested in securing a sale than providing honest and transparent service.

Not only did Telus misinform me about the contract, but their overall service has been subpar. The security system itself has been unreliable, with frequent false alarms and connectivity issues. Whenever I tried to get technical support, the response was slow and unhelpful, further exacerbating my frustration.

I strongly advise anyone considering Telus Home Security to look elsewhere. Their dishonest sales tactics and poor customer service have been nothing short of a nightmare. Save yourself the hassle and find a provider that values honesty and customer satisfaction.

STAY AWAY FROM TELUS.
IS NOT WORTH IT EVEN WILL GIVE YOU SERVICES FOR FREE. The best advice-stay away

For nine months we have been waiting for our Security System and camera's to be fixed as they have never worked properly, and everytime we have contacted Telus we are promised the world and nothing, it has never been fixed but we are suppose to pay our monthly bill on time even though we do not have service. They installed doorlocks, but never left the keys. One garage door does not work. Cameras are not working properly. Alarm needs to be reset by Telus, everytime we have a power outage. Our sales man was not returning my husbands phone calls, so I started to call, once he found out who I was he would not return any of my phone call either. When I confronted him on the phone about this he said I was untruthful. Telus staff have no regard for their customer at all. Since we were so unhappy with the service we asked to get out of the contract, the contract we have paid the installation for and on time for the monthly service every month and we were told that we would have to buy out the contract, BUY OUT THE CONTRACT WHEN WE HAVE NEVER HAD THE SYSTEM WORKING CORRECTLY FOR THE NINE MONTHS IT HAS BEEN INSTALLED. Do yourself a favor and look anywhere else for a security company because Telus will take your money but not give the service.

We have Telus Home Security. Today, we received an alarm and investigated it. When calling Telus to report the issue and find out what happened, we were put on hold for over 20 minutes! This is totally unacceptable. When reporting an issue, which may well be an emergency, the call should go through immediately! A lot can happen in 20 minutes and Telus obviously has no way of knowing whether it is critical because they have left us on hold. What good is that type of system and that type of response?

Service is a joke and they are not honest, was told I was getting a $1500 system if I signed up. After 2 years of paying for it and 2 more years paying an exorbitant monthly fee I have been told that I have to return all equipment as it was only a lease. Not only that, but they are demanding I return equipment I never received in the first place.
So after wasting 8 hours on the phone for them to cancel my system as I am selling my place, they not only cancelled it a month too early but were not capable of reinstating it.

Hi everyone, I am sharing my story in a few different sites in order to make sure people are aware of what could happen. When we moved to our first house, a Telus representative came to our door as they were moving service to the area and offered promotions and deal packages. Though due to it being our first house, and with car thefts and robberies on the rise. We took the package for a security system. The package was offered as 2 cell phone lines, and security system which offered discounts due to the promotion. Fast forward 3 to 4 years. My wife gets a call from a collection agency stating we owe $2,500 for Telus for security system. I want to mention that the promotion was sold to us as a package all inclusive price. However, when confronted Telus. They stated that the security system is separate and hasn't been paid since it was installedn3 to 4 years ago. Our first remark was how can that be the case? We pay our bill monthly when it comes in. The Telus representative begins to state the home security is a separate bill. So we then asked how have we never seen this bill? There is no email, no letter, no phone call of any kind stating we are behind countless thousands for a service we had installed 4 years ago. The Telus reprentative states they don't call if your account is past due. How does that make any sense? If we miss one phone bill we get a phone call stating we haven't paid. How has 4 years gone by with no notifications of any kind? Now my wife got hit with a $2500 charge and is on her record for 7 years. She was distraught. We have a new born, our mortgage rate went up by a 1000$ a month. We are barely scraping by to survive. I will never, ever, return to Telus. Better believe I will share this story to as much media as I can to warn others. I canceled my services a day after this incident as well as family has cancelled and explained their disgust with what had occurred.

Learned a big lesson in signing a contract with Telus.

Telus wrote me in 2023 letting me know my older system would no longer be supported as the 3G network in my area was being deprecated.

I called and was given a quote for a new service and told that the old system will work up to the end of the year

I decided to go with a Ring system so I could keep control of the entire network and called Telus to let them know I wasn't going to go with a new system and service with them in January 2024

Telus is now charging me for the remained of my contract, without providing the service ("cancellation fee") as they now state that the system will work until the end of 2024, even though they told me the current system was about to be deprecated, thus breaking the original agreement

I'm trying to work through their channels to have this reversed, but it's not working.

I'd never sign a contract with any of Telus' lines of business again

We were Telus Alarm customers and decided to upgrade our security cameras. When technician found upgrade wasnt compatible he cancelled the upgrade but Telus cancelled our entire alarm monitoring! When we tried to get the monitoring reinstated they said they couldnt do it for our hard wired system even though they had been monitoring our system for several years. It was their error and they wouldnt fix it.

Worst technicians and customer Service ever! We were told one thing by a door to door sales rep, which made sense. Once the tech came and installed the equipment it was horrible, sticking sensors on to our mesh windows, even though we told him no???? The tech also stuck sensors in areas of our house with out asking, only for us to remove them and have it damaged the paint on our walls.

Initially we were told Telus would take over our existing equipment as the sales rep promised. Instead the tech removed everything including our thermostat replacing it with theirs. Due to the crappy and amateurish work we cancelled But now customer service is saying that they will remove their equipment but not restore us to what we had!!!!!
That would mean we now have to pay someone else to restore us.

I cant understand how Telus could be so greedy and dishonorable. They want to offer us credits after we told them we dont want their 3 year service. They don't appear to care about customers only sales. I need this resolved.

Worst customer Service ever. I've been waiting for 6 weeks to get cameras installed. The job had be be rescheduled 5 times: they didn't not bring required equipment, can't do the job as requested with customer service. Excuses each time, each time a different as if there is no communication between customer service and technician. This morning I called again because of "no show". The lady said you don't have to yell, I can hear you. No apologies from any of those agents. I think they don't get training on how to deal with clients. Today (again) the technician came with only one equipment.