How to dispute home security and smart-home fees
Home security and smart-home companies often charge a low monthly price, then add fees for each sensor and camera, and a large bill if you leave early. The details are in the contract, so start there.
Per-sensor and per-camera fees
Some plans charge a small monthly line for every door sensor, motion sensor or camera tied to the hub. Count the devices on your account and compare them with what you were told. If the sales quote said one flat price, ask for the extra lines to be removed.
Equipment payment plans
Many companies sell the hardware on a multi-year payment plan, and cancelling early makes the whole balance due. That is allowed in some contracts, but the amount should match what you signed. Ask for an itemized statement showing what you paid, what is left, and how they calculated it.
Check how you signed
Find your contract, the sales quote and any emails. Look for the cancellation terms, the term length and any automatic renewal. If a salesperson told you something that is not in the contract, write down who, when and what was said.
Moving or service problems
If you moved, or the service stopped working, many contracts allow a change or cancellation without the full penalty. Ask in writing, and say why.
What to put in your letter
- Your account number and the date you cancelled or asked to cancel.
- The charges you dispute and why they are higher than what you were told.
- A request for an itemized statement of the equipment balance.
- What you want: the extra fees removed, or the balance reduced to what you agreed to.
If they say no
Write to the retention or billing manager, then corporate customer relations. If the company is licensed in your state, your state's licensing board or consumer office may take complaints too.
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