Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a home security system installed and monitoring provided by Dynamark Security Center. I was a customer for 4 years. On August 8, 2022 I called them to cancel the service on August 12, 2022. They complied and IMMEDIATELY shut off service, as requested, and deleted my internet account which also disabled my doorbell security camera. I received an internet charge for service on August 15, 2022. I inquired about the charge, by phone, and was advised that the charge was for service up until August 15, 2022 and I WOULD BE REQUIRED TO PAY FOR AN ADDITIONAL MONTH BECAUSE THEY NEED A 30 DAY CANCELLATION NOTICE. I WAS NEVER MADE AWARE OF THIS, either by their agent during installation OR BY THEIR REP WHEN I CALLED BY PHONE TO CANCEL! To add insult to injury, they tried to charge me a $5.00 late fee when I finally received their final bill for NO SERVICE, stating the payment was over 30 days past due, WHICH IT WAS NOT! The payment was due on September 15, 2022. I couldn't pay by internet because my account had been deleted and received their bill by mail on October 7, 2022. I mailed payment, less the late fee, on October 8, 2022. THESE ARE UNACCEPTABLE BUSINESS PRACTICES. I have also filed a complaint with the FTC and FCC.

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 5, 2022/10/17) */ This customer's agreement is attached. Please refer to the highlighted portion. The original agreement was for 36 months signed and dated 10/11/2018. The agreement renewed 10/2021 for additional year. The customer called to cancel 8/11/2022 which is during the renewal term and per cancellation terms, the following month would still be due. The customer put an effective cancellation date as 8/11/2022, which was processed that day. We have waived the late fee with the payment that was received, and the account is closed. We processed the cancellation per customer request and according to the agreement terms and conditions the following month would be due. Consumer Response /* (3000, 7, 2022/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's a known fact that NO ONE READS SERVICE AGREEMENTS! They're long, tedious and full of legal mumbo jumbo that the layperson doesn't understand. Whether it's buying a house or buying a car, the customer DEPENDS on the agent or representative to highlight the IMPORTANT TERMS of the agreement and answer any questions the customer may have. THAT'S THEIR JOB! This company FAILED TO DO THAT AT THE TIME OF INSTALLATION BY THEIR AGENT AND, MOST IMPORTANTLY, ON THE PHONE DURING CANCELLATION BY THEIR REPRESENTATIVE. Business Response /* (4000, 9, 2022/10/19) */ We don't believe that it is a known fact that no one reads service agreements. The highlighted portion we attached is very easy to read and it is in terms that a layperson would understand. That aside, we will be more than happy to reactivate your service through the time that was paid, we only canceled right away because that was your request. Consumer Response /* (4200, 11, 2022/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Last remark. My point being brought to the BBB's attention is that requiring a 30-day notice for shut off is a poor business practice when the service can be cut off IMMEDIATELY. In the consumer's eyes, it's a charge for 'No Service'. You won't be reconnecting me to your poor service again. Also, you should tell your customers that they aren't really buying a doorbell camera when it's just an expensive doorbell without monitoring. Another well-kept secret. Business Response /* (1000, 15, 2022/10/27) */ We would like to say that the doorbell camera does not work without the service. If you do not want the service reactivated, then the doorbell will not work. Being that it is a apart of the alarm system, if you cancel then it doesn't work as doorbell camera any longer.

• Initial Complaint

  Date:07/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had service with Dynamark since 2016. Last year, we were required to have a new panel installed to continue service. I signed the paperwork and a new panel was installed. We are moving and I called to cancel service. I was told I am now under contract until 2024 because of the new panel. I was never told of this contract. Also, I have called and left multiple messages regarding the motion sensor not working and haven't reached anyone or received a call back. I want to cancel my service within a reasonable amount of time because we are moving and I am dissatisfied with the service.

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/07/28) */ We spoke with this customer on 2/8/2021 because she was looking at changing services to another company. We matched the offer she received from the other company. We lowered her monthly rate and upgraded the system based on extending agreement for 36 months. She agreed and we sent out a new agreement via docusign. She signed the agreement and we installed the new equipment and lowered her rate. We have held up our side of the agreement and have no record of a call about a bad motion detector. We have given options of the new owner using the system, moving the system to her new location, or paying the balance owed. To say the you didn't know about the contract is disingenuous as the only thing that was signed to get the new system was the agreement. We believe that the balance is owed.