Kim’s Catch: Titanium, LLC, Unresponsive to Alarming Allegations

Here’s the catch:  You want to feel safe at home and you want your belongings to be protected when you’re away. Purchasing a security system is a great way to get some peace of mind. But beware, some companies oversell and under deliver on their promises to provide the safety you seek.

Titanium, LLC, out of Southern California, has racked up quite a few complaints over the last few years. Their customers allege they are simply not providing the services they’ve paid for. Allegations include failure to service alarm systems, misleading sales tactics, difficulty cancelling services, and poor customer service.

Customers buy into the friendly and convincing sales pitch that Titanium’s solicitors make to them. Afterwards, some are unable to get installation of the equipment, appointments are missed, technician’s leave the job undone and do not respond to repeated requests for service. Other customers’ systems simply don’t work and efforts to get repairs are futile. Some of their customers have been waiting months for Titanium to buy out their old contracts with their prior alarm company. Still others are misled into contracts with Titanium, who falsely claims to be taking over the customer’s existing alarm services.

When customers try to reach Titanium, they reach full voicemail boxes, disconnected phone numbers, or unhelpful and rude company personnel. While Titanium has responded to a few complaints processed by BCA, the majority have gone unanswered. Titanium LLC currently has an F rating with BCA.

Kim’s Advice:  Home security systems are designed to provide you with protection. There are a variety of products and systems on the market—from simple alarms and cameras to smart home systems. And the cost can vary significantly, depending on the sophistication of the system. You want to get the value that you pay for. For these reasons, consider some of the following when selecting a system and company to provide services:

• Ask for references from friends, family, neighbors, co-workers and people in your community. Find out how installation works, the length of time it took to complete installation, if monitoring is included, and whether there were any problems along the way. Ask if the service was explained completely before the contract was signed and what type of customer service the clients have received.
• Shop around for bargains and compare services from select companies. Get written estimates from several companies and ask questions. Some important questions to ask are:
  • How much does monitoring cost?
  • Who will do the installation and monitor the system?
  • How long is the contract period?
  • Are penalties incurred for early termination?
  • What is the procedure for cancellation?
  • How will the alarm company reach me if the alarm goes off?
  • What type of warranty comes with the system?
  • Who pays for repairs and upgrades to the system?
  • How often will the system be maintained?
  • Who do I contact for service?
  • Is there a backup if the power goes out?
• Check their reputation by searching for companies on BCA’s website. You can obtain business reports, view ratings, check for complaints and read consumer reviews to get a better idea of how the company operates and treats their customers.
• Verify their licensing and check with your state Attorney General for complaints or enforcement actions.
• Carefully read the contract before signing and paying. Read the fine print and make sure the contract includes:  installation price, monitoring fees, contract period, written warranty, manuals, your cancellation rights and forms to cancel, the name and address of the seller, and the contract must be dated.
• Check with your local fire and police department to see if your system needs to be registered with them. You can also ask if you will be fined if either department responds to any false alarms.

Watch out for scammers soliciting through door-to-door sales. Avoid high pressure sales tactics and sellers that use fear to persuade you to buy. Here are a few other things to pay attention to:

• Offers for “free” equipment. These often come with a catch and in the end you end up paying for expensive, long-term contracts.
• Salespersons that make their way into your home and refuse to leave. You have the right at any time to ask the sales representative to leave. If they do not respect your wishes and continue to try to convince you to sign up with them, contact law enforcement. If possible, speak with them outside of your home and do not invite them in.
• If the representative claims to be from your existing company or claims they are taking over for your present alarm company, ask for proof. Verify the information by calling your existing company for clarification. Typically, your company will notify you of these changes by mail or by calling you, not by showing up to your home unsolicited.
• Be wary of anyone that will not provide you with information you are requesting. Make sure to get the company’s name, physical address of their office (not a P.O. Box), telephone number, and licensing information.

Your safety and peace of mind is extremely important and worthy of the time and effort it takes to research a reliable company. Don’t sell yourself short and get caught in an alarming position with a security company that doesn’t deliver.