Counterforce Canada
reviews and complaints

conducting *** phone calls multiple times per day, insisting on personal information sharing, and when offered to only confirm details if provided, threatens to call multiple times per day until it is provided. Only recourse offered was to call primary Business. Refused to disclose details of why info is required, other than to say for critical matters to me. *** tone and nature of words appear intended to instill fear.

I am following up with the dealer regarding the full cancellation call I have requested at *** Court, Etobicoke, Toronto, ON *** at the request of *** (Account Number: 7828-DL) We are no longer in contract and no longer want monitoring services. We should no longer be charged for such services. We wish to fully CANCEL The alarm system has also been disabled for the past 2-3 months due to technical issues with the sensors and we should not be charged for that either. We will dispute any future charges thereof as we have requested for cancellation multiple times via the dealer and company. We will also review consumer law.

I am fed up at this point. It's been over 6 months and I haven't got my camera working properly as well alarm system. Service guys came few times and everyone different excuse and on top wanted to charge me extra. Until now nothing resolved and on top of that I get an invoice from Counter force for monthly service payment. No shame to even send me an invoice. Just pick up everything and refund my money. I have no security here as nothing is working. I will not pay anything. All i want is a refund. I am giving 30 days to resolve this matter.

I had a notice from a collection agency that I was in arrears for $29.45 Truly, it is my intent to pay this amount immediately and write to ComplaintsBoard.com and Ministry of Consumer Affairs regarding COUNTER FORCE. Counter Force was authorized to with draw funds from our bank account. We had terminated services with Counter Force and never cancelled their ability to withdraw funds from our account. We have never received a single invoice for the amount referenced. We realize the collection agency is doing Counter Forces bidding and merely wish to advise you that their accounting methods are open to question I would suggest that Counter Force's accounting methods should be scrutinized by the appropriate authorities

I received a call from a collection agency on behalf of counterforce stating I owed them $11. and change. I was never once contacted by counterforce to resolve this issue. I contacted counterforce and they told me it was for interest which they finally agreed to dismiss. The problem is that they say I owe back payment of 3 months. My payments are automatic withdraw. They wouldnt tell me the months so that I could prove that all payments have been withdrawn from my account. They finally said the supervisor would email me with the months that I supposedly were in the rears for. I have not received any information to date. Late last year I had the same issue. They did inform me of the months which i emailed them my proof that those months were paid. I never heard from them again until I received the call from the collections agency. I no longer want to deal with this company. I want to resolve this issue so that I can show them the proof of all payments. They still have never called me or emailed me.

My Restaurant has been hit very hard by COVID-19. Since March, we have been in the unknown. We have been struggling as we watch our livelihood be uncertain before our eyes. It is completely unfair *** for Counterforce to hold me in a contract when I don't even know what tomorrow holds for me or my business. In addition to the *** hostage holding, I have called, emailed, sent registered letters- I've tried every way to get in contact with this company, and I have unfortunately been met with horrible customer service and no solution to my issue. In a global pandemic, most companies are being more lenient and understanding, with the fact that people are trying to take every measure they can to survive. I would like for this contract to be terminated immediately, without a scratch. ***. I am calling on you to please get these people to listen and act accordingly. Regards

I received my annual bill for this company to monitor my home. Due to covid I paid this on my account online. I used my *** account. I've got all my proof and confirmation numbers written down. After paying my bill I received another bill claiming I owed the same amount as the first bill plus interest. So understanding that I paid the first time I only paid the 7 dollar interest fee for it being late. After paying that I received another bill the following month saying I didn't pay anything. So after that 3rd bill I called the alarm company and told them I've paid this already and showed them the proof. After three months of this back and forth they say they don't have any info on what I had paid. So I tried reaching the *** bank and they told me we can't dispute your claim it's been more than 3months. I couldn't believe this so the adviser on the line told me to reach ComplaintsBoard.com to investigate. I have never used this service before and wish to never have to go through this again. Please look into this for me I would kindly appreciate it. They keep saying they don't see any transactions but at the bank it says they've accepted it during the period I paid. Something fishy is going on there.

My alarm hardware stopped working, and I called in to get this rectified. It did not work for a significant time prior to me cancelling my contract with CounterForce. I was not able to receive support from my designated representative (***), and CounterForce was also not able to get in contact with them to help support me also. CounterForce was not able to remedy the situation despite numerous attempts for them to find an alternative technician to come and fix my system. At no point in time was anyone ever sent to my residence to fix the issues. I called in numerous times, and they still expected payment on the account, despite the system not working, and it not able to be armed. My last series of discussions revolved around an outstanding payment of $28.24. I spoke to a manager who would investigate if they could waive that payment in good faith. I had been a customer in good standing for several years, prior to this issue. They assured me they would call and follow up with a result of their findings. I never received any kind of correspondence. I was very pro-active in calling and discussing the situation with them on several occasions. Today, I received a letter from a collections agency providing me with 10 days to make payment before this situation be escalated to various credit bureaus. (1 Year later).

I have contacted this company since the person who entered into the contract for security services no longer resides at the address, have made numerous calls and written via email. System not working and contract terms unclear. A service technician came out to the property last year ( june ) and confirmed that cameras not working. The technician stated the company would have to come out again to install another camera. This never happened and so I followed up, I was told that no technician had come out and questioned about the technician's name. *** My parents who own the house are seniors and so I am attempting to resolve this. I was told repeatedly that they could not speak to me because I was not the person who signed the contract. I've viewed a copy of what appears to be a form where I am listed as a contact and yet they refuse to do anything but send debits to my parents' account for their monthly fee. I put a stop payment on all of those debits and now they send invoices to my parents including interest. Prior to the pandemic I reminded the company via email that the service has not worked, does not function and I intend on filing a claim for *** and charges to my parents checking fees. I've not heard from then until now - during a pandemic they've sent two invoices in less than two weeks - I emailed them after the first one and rather than addressing my concerns they sent another invoice. I would like to complete the complaint and ensure that I have taken appropriate steps to resolve. The service does not work and they refuse to address this it's been a year.

A customer approximately 30 years paying annually by cheque. Dec. 7/19 notice from collection agency saying I owe $252. Phoned Counterforce Dec. 17/19, who said it was a mistake (from 2017) and they would correct. (I have names of all agents I've spoken to in the following sequence of calls) Jan.23/20 spoke with agent after I'd received another bill stating I still owed $252 Told that bill was a mistake & to request refund which I did...(I have copies of ALL sent emails) No confirmation of receipt. Jan. 27/20 phoned asking why no confirmation. No clear response. Told I would receive confirmation/refund soon. Feb. 20/20 No refund. Told to wait til 2nd week in March. Mar.26/20 told to email ***@***.com attention supervisor Bryan P. forwarding initial email requesting refund. Again no response. Mar.31/20 asked why no response...Told email was received Mar.27/20 Told Bryan would respond... again no response Apr.3/20 This agent gave me her email address and responded within 2 minutes. Said she would check my account daily and it appears she has been doing that but no refund. She has also replied to an email I sent requesting update. Apr. 9 Told supervisor Donna B. would call. She did saying I would receive it 4-6 weeks! April 14/20 Still nothing but apologies. April 17/20 Told by agent the manager was on my account so she couldn't access. I was told she'd get back to me. She didn't so... April 17/20 ...called 2 1/2 hours later. Full of excuses. I told her apologies not accepted any more as this had been going on for almost 3 months. Told me to call back on Apr.23 as Donna B. had said 4-6 weeks. Apr.23/20 Again excuses (but no apologies...my statement on April 17/20 had been noted) I want my $252 refund...

Back in October 11th I had a false alarm. I spoke to a rep and advised the alarm was false. I had confirmed with the rep there was no dispatching fee and that it was cancelled. In December i was charged a dispatching Fee. I contacted Counterforce and spoke with a rep name Swathi Dec 27th who had advised she will review the call and get back to me.Dec 30th Swathi emailed me back and adivsed the fee will be returned back to me as sent me a credit invoice notice on Jan 10th in the amount of $141.25. I was advised to contact collections to arrange a payment for either cheque or deposit back to my bank account. Jan 10th i called in collection and was advised to send my bank account info. I submitted this on Jan 10th. Jan 16th i sent a follow up email and did not receive a response. Jan 22nd i spoke to a manager name Jaylene who had advised another manager by the name of Brian will contact me and she has sent him a email with my complaint. Feb 6th i made another follow up call and spoke to a rep name Kalpana. She had advised they needed a copy of a voice cheque. I was also charged an interest fee of $0.93 on my bank account in January. Kalpana said to email collections with an urgent notice and she will also inform Brian who has never contacted me. I sent another email Feb 6th. I made a follow up call on in March and was advised a cheque will be mailed instead. on April 9th i spoke to Pam who had advised the refund was not requested on the excel sheet and she will put it through which is another 4 weeks time. However the balance went from $141 to $117 and had told me this was a fee charged by their police department. May 12 i called back and still got the run around the cheque takes 8 weeks and not 4. May 21st spoke with Chaya. I had informed her my payment for May was not taken and was wondering if they had deducted from my credit balance. She had confirmed that was the case. I asked her if going forward if this what will be happening and she said she was not sure and will make a note and escalate. Again no manager called to date. It has been 6 months. June payment has now been taken from my account and i still have not received my cheque. Worst customer service ever. I need my refund back asap and i am tired of getting the run around with no proper management protocols.

I was a customer since 2014. On Jun.2 2019 I requested Counterforce transfer my service to a new apartment and on Jun.3 received following advice. my alarm would be disconnected from my current address and I would be invoiced for the remainder of my contract. This was to be a transfer; not a contract cancellation. Never at any time did I receive an invoice from Counterforce. My mail was forwarded by *** and my contact information always accessible. Jun.6 I contacted Daniel S., of *** (agent for Counterforce) with whom I had originally dealt requesting an estimate for the installation of the alarm at my new apartment. He told me to call back on Jun.15. (this move was required due to my health situation, ***. Mr. S. came to my new address and advised me that as a "valued customer" it would only cost $100., a technician would call me to schedule an appointment to install the equipment. The call never came. Therefore, I called the technician, he told me that I would need to sign a new contract in addition to the time left on my current contract, totaling 56 months. This was clearly unfeasible due to my health issues ***. I requested that they remove the 18 months. He said he would call me back, never did. At this point I called Counterforce and spoke with Pam, explaining my predicament. Although she said she would look into the situation and call back, she never did. When I called her for an update she *** blatantly snapped that it was "fifty-six months or nothing" and slammed the phone down on me. At no time, did I ever receive any overdue notices or any type of communication (email, telephone, fax, mail text) from Counterforce. Daniel S. had my new address and telephone number, Counterforce had my cell number, and the post office is continuing to forward my mail. Last week, I received a letter from the collection company ***, asking for $539.61. I have absolutely no idea wha this amount is for, as I have no billing, proof or correspondence from Counterforce. I received no notice from Counterforce that my account was being transferred to a collection agency. Due to lack of proof of outstanding amounts owing, I hereby request the immediate roval of any such charges from my account and notification to *** that this matter is closed and will have not affect on my credit rating.

We first signed the contract for our home alarm system with *** and ended up with Counterforce being our provider. Up until now everything has seemed fine as I never needed to contact them. We were contacted last week on Tuesday Nov 24th to change our patio battery by central and we did right away.. everything seemed fine. All of a sudden Friday evening we were unable to arm our house. The panel was reading "patio door open" Wich it was not. I called central on Sat and they were unable to help and there is no one to help you on weekends at Counterforce.. it was then saying there was a panel problem.. So I had no alarm system from Friday until Monday.. I called 2 times Monday am to speak to someone and left 2 messages.. to wich no one responded. I called again around 4 and spoke to someone finally , in the meantime I had unplugged the unit and plugged it back inn.. she confirmed everything was working and sent me a reset password to be able to see the status of my alarm system from my app. I then noticed that my patio door was in fact not armed. I called again Tuesday am (yesterday Dec 1st) and spoke to another woman who told me it was probably because my patio door was hard to close? She ended up transfering me and the line hung up. I called again and spoke to someone else and at this point realised that not once on any of those phone calls to Counterforce was I asked for my password.. just my cell number and name.. so basically anyone who knows me or takes an *** package off my front porch could access my account? The service I received was terrible, everyone sounds like they are miserable if and when they decide to answer. No password confirmed and they tell you everything is functioning perfectly when in fact my patio door (probably the place that would be broken into is not). At this point I don't trust anything these people tell me. I do not feel like I should have to pay a cancellation fee at this point as I never signed a contract directly with Counterforce and the service is exceptionally terrible. ***. I then spoke to Pam and she agreed that everything I was saying was true but that I would need to speak to Terry and I that it would cost me 1245$ to cancel. I have yet to wait for Terry's phone call return to the 2 messages I left him yesterday before noon. I am completely unsatisfied with this "service" and my alarm is still not working on my patio door, we are now We'd.. 5 days later. I would like either a free service call after a week of my house not being protected as I am paying for or a cancellation at no cost. I am still waiting for a response and honestly don't have the time or energy with 2 young children at home to cotinue playing games trying to get a hold of someone who can help.

Since July Counterforce has been taking 2 payments of $45.19 out of my account each month, not the one payment of $45.19 which was agreed to. In March they started taking a 3rd payment of $51.97 out of my account. When I was auditing the accounts in March I discovered the additional payments (yes my fault for not noticing sooner) totaling $653.00. I contacted Counterforce and was told a supervisor would contact me. No one did. I called 3 weeks later also to no avail, I was told that I would need proof of over payment, which i had and supplied. Again no one called. I spoke several times with one particular customer service rep, she was very good, but she has no power to correct anything. Again she promised the supervisor Brian P. would call me. He did not. They used the everyone is working from home because of the Pandemic. I am still able to reach the call center and I'm working so this is a feeble excuse at best. The next time i spoke with the call center rep a couple of days later she gave me the email address ***@***.com to email my proof of over payment. Still no one called me back. I called again and she went out of her way to try and reach Mr. P., obviously I have no proof that is what she was doing but she then told me that she had spoken with him, he had received the email and would get in contact with me. He did not. I called the following week, we are now into June. He finally returned my call, basically dismissing me, says that accounts receivable has to review and and they would get back to me. At this time he also told me that he did not receive the emailed documents and that the customer service rep would have no idea if he received them or not. She told me during our conversation that he confirmed with her that he had received them, ***. I then resent the documents, which he confirmed receiving. That was June 11. the following day I sent an email stating that as per our conversation I would be halting ALL payments to counterforce until such time as this is resolved. I do NOT want Counterforce to keep my money and apply it to future amounts owed, as a small business $653.00 is a significant amount of money and I need that money returned to me as soon soon as possible. It is mine and not theirs. I called again yesterday, they promised I would hear back from him by the end of day, I told them he wouldn't call. He didn't. I need help here. ***. I hope that you can help me, if not I will have to resort to the legal option. Thank you

We purchase a new home in the fall of 2017 and were to take possession of the new property in late December . I call the Counterforce on October 24 and spoke to one of their representatives. She asked me for the usual information what my address, account number and who they were speaking with. I was informed her that I wanted to cancel service at where I lived at the time for the end of January as the new owners were not taking possession of the property until late January. She took all the information and at no time did she mention to me that my request be submitted in writing. If she had it would have been simple enough to do. So to the best of my knowledge I believed that I had in fact cancelled the service. I was not made aware that there was an issue until the fall of 2018. My mail was being forwarded to the new address until April , however they were not sending me regular billing statements. The first I knew I was still being billed was when I received a statement saying I was past due,might have been in October . I will accept some of the responsibility as I should have been checking my *** statement, but again I would not and was not expecting charges from Counter Force as I had cancelled the service. Early in September I was informed by *** that they suspected fraudulent activity on my card and so the card was cancelled and re-issued, I did not inform Counter Force as again to the best of my knowledge I had cancelled; why would I knowingly agree to continue to pay for services on a property I longer own owned or lived at? I did contact Counter force and spoke with a represented and explained what had happen, they were not able to help me resolve the issue and I asked to speak to a supervisor. I was passed on to a gentleman named Don I believe . I explained again that I had called, spoke to someone at the time who I informed that I was cancelling the service and that they never informed me that the request had to be in writing. I explained what had happened with the credit card and that I was not aware I was continuing to be billed. I as previously stated I will accept some of the responsibility but I was not the only one . To be fair though, they had already collected 8-9 months of fees for I property I no longer owned or lived for several months. I suggested a compromise, to call it a day they had been paid for several months for a service that they were not providing and asked that they cancel the service (think there were only a couple payments that had not gone through since the *** change). He stated he could not make that decision that he would need to talk with his manager who was not in at the moment. At no time during our conversation did he state or request that I still would need to submit a written request to cancel. I gave him my new phone number and he stated he would call me back in a couple of days. He did not. I wrongly then thought as I never heard anything that they decided to accept the compromise. My mail was being forwarded until April 30 I never received anything from them again. The first I became aware there was still an issue was when I received the notice from *** on September 11. I have to question their business practices, I spoke to 2 of their representatives and a supervisor none of whom stated that I still needed to the written request. So even though they are well aware I have not owned or live at the billing address; that I have informed them of this and want to cancel the service they continued to bill me and were not sending me invoices so that I could address the situation. At beginning of each call there is a message that all calls are recorded, maybe they should go back and listen to the cancellation call in October to here what I was told Any assistance you could provide would be greatly appreciated as I would like to resolve this situation. .