Urgent Management Escalation – TELUS Security False Alarms

I am extremely disappointed with TELUS SmartHome Security and its failure to resolve repeated false alarms and resulting municipal fines.

We paid monthly monitoring fees, yet our security system repeatedly triggered false alarms. A TELUS customer service representative informed us that a sensor issue caused the problem.

Why were we not notified of any detectable sensor malfunction before emergency services were dispatched? What monitoring and verification procedures did TELUS follow?

We also received an email from the AMS team stating that installation-related malfunctions are covered by a 12-month warranty. However, TELUS repeatedly cited an expired warranty without providing a proper technical explanation.

We had to cancel the service because repeated false alarms made the system unreliable.

 Fire and Emergency Services issued substantial charges to both registered property owners, and the City refused to waive them.

We were not adequately informed about co-owner permission requirements or the possibility of municipal charges affecting both owners.

Despite sending multiple emails and spending several hours on lengthy customer service calls, we have received no satisfactory resolution.

Since cancelling the service, we are unable to access the normal online management escalation process.

We are requesting immediate escalation to the Customer Resolution Management Team, a thorough investigation of the sensor malfunction, a review of the installation warranty and authorization process, and full reimbursement of the municipal false-alarm charges.

TELUS moderators, please contact us privately so we can provide our existing complaint reference number and supporting documentation.

We have exhausted regular customer service and level 2 manager level and urgently request senior management intervention and a formal written resolution.