Complaints

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have fallen victim to identity theft, discovering unauthorized transactions and suspicious activities associated with my identity. I've taken the step of filing a police report, but I now require assistance to address and resolve this issue. My objectives include recovering my financial losses, restoring my reputation, and seeking your guidance in removing the fraudulent inquiry from my credit report. I'm hopeful that you can provide the necessary support in addressing this matter. -------------------------------------------------------- DYNAMARK MONITORING, INC Inquiry: Aug. 30, 2023

  Business response

  01/15/2024

  This credit report was pulled by one of our sub-dealers.  We are working with them to get the inquiry removed.

• Initial Complaint

  08/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I can never get in contact with an actual customer service representative from Dynamark. My concern is that I have had a contract with this company for at least four years now, and I am certain that the contract was for three years only. Yet I am still paying this company that won't talk to me or update me on the status of our agreement. The company is unreliable and continues to take over $800 USD from my family every year. I would really like to end my contract with Dynamark, and receive at least one or two years worth of payment for a service that doesn't even help me or my family.

  Business response

  08/10/2023

  This customer signed a 5 year agreement August 16, 2019.  She called June 30 2022 and wanted to cancel and we explained she signed a 60 month agreement and she asked that it not be auto renewed.  She again called in January 4, 2023 to cancel and was sent to our customer care department.  No one was available and we tried to reach out 2 times after that call, once on January 5 2023 and January 9 2023 with no return call.  We have spoke to her multiple times in 2023 about canceling and her only reason to cancel has been she doesn't need it.  The customer has since stopped paying and we have reached 6 times in August of 2023, 4 calls and 2 emails with no return call or reply to email.  It is disingenuous for her to state that she can't reach Dynamark or has not been contacted as we have spoken to her several times over the course of her agreement.  We spoke to the customer today August 10 2023 as she called and we called her back and again explained that she was under agreement.  She has never told us to not contact her or asked for a refund. The agreement is valid thru August of 2024 and we expect the customer to fulfill her side of the agreement as we have fulfilled ours.    

  Customer response

  05/04/2024

  
  Complaint: 20412208
  
  I am rejecting this response because:

  Not sure what is hard to understand, I am asking for a copy of my contract to be sent to my email is all.

  
  Sincerely,
  
  **** ***

  Business response

  05/07/2024

  We have sent the signed agreement as requested.

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10/31/22, I spoke to manager Larry ****** regarding getting security smart locks for my front and door to garage. It was installed 11/21/22. Offline issues a few days later. Service call 11/30/22. Offline issues continued. Service call 12/14/22. Offline issue continued. The lock actually unlocked while we were out of the house. Huge security risk. Service call 12/19/22. Offline issues again. Service call 1/9/23. Offline issues again. Service call 1/11/23. Offline issues. Service call 1/11/23. Offline again. While the tech was here, overheard a technician say that they were not going to change the lock, too bad. It just has to go bad again, even if there is a security risk. I got offended and was going to cancel my account then. Spoke to manager Larry ******. He acted as though he was clueless to all of the issues. Huge lie. I foolishly listened to him about changing the lock. We had to go out of town, when we returned (2/2/23), we coordinated for them to come to change the lock. We would have even paid the difference for a better lock. They used the same type of lock. Two days later, the lock was offline. I called to speak to Larry ******, 3/1/23. He never had the decency or professionalism to return my call. 3/23/23 I cancelled my account. I was not rude, I just wanted nothing more to do with an unprofessional company, who I do not trust to be my security company.

  Business response

  04/11/2023

  We worked with this customer to get this issue resolved.  To be clear, the lock never unlocked by itself.  The app was not refreshed and was showing unlocked although it was still locked.  This was most likely caused by a wfi/cellular communication issue.  This was explained to the customer and was accepted at that time.  It’s very presumptuous to state that that we knew everything about her account and that she was told a lie.  We speak to hundreds of customers every day and while we do our best, we can’t possibly know every detail about every account.  What is not mentioned here is that the same lock was installed on a different door and was working like it should.  In our opinion, there was something else going on that we were investigating but hadn’t quite figured out.  We spoke to the customer a few times about the new lock after it was installed and explained there is something else going on with it and would like to keep testing it.  Without any other contact she cancelled the account.  She has even called since the cancellation to complain about her panel beeping, which we helped her with even though she is no longer a current customer.  She requested a one-month refund, the same day she made the complaint to the BBB, which was completed the day she made the request.  We consider this matter to be closed. 

  Customer response

  04/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The lock did unlock while I was away.  The issue was not due to a cellular issue, as I have been a customer with another alarm company for over a month, using the same locks, which they were able to connect to their unit, thank God.  I have not once experienced any offline issues.  I have been able to successfully lock and unlock from 1000 miles away from my home.  I did get the refund for the month that you tried to charge me for, but only because I placed a Better Business Bureau complaint and my husband called you.  If I had not done that, you would have continued with the disrespectful customer service, as if you were doing a paid customer a favor by providing lackluster service.  I wish you well.  You will never get another dime from me, but I will not spend another minute feeling ill will for you.  Karma will befall your company if you continue treating your customers, especially your loyal customer this way. 
  
  Sincerely,
  
  Niza ********

• Initial Complaint

  03/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed a contract with Dynamark monitoring for 1 year starting on Dec 12 2019 I have called 10 plus times to tell them I no longer use the service and I want to cancel. I have been paying $40 a month for the past 3 years without having their services. They make it absolutely impossible to cancel. I want them to stop charging me and pay me back the $1440 they have stolen from me.

  Business response

  03/20/2023

  This customer signed a 36 agreement on August 25 2018 with one year renewals unless a written cancellation request is given 30 days prior to any renewal period.  The last time we had any correspondence with the customer was on April 5 2022.  We were informed that they were moving and wanted a new system where they were moving.  While we were in the conversation about setting up their move, *** became angry and hung the phone up.  We called back because we thought the phone may have been disconnected but did not get an answer. We have since called on 11/14/2022, 12/12/2022, 12/19/2022, 12/27/2022, 2/7/2022, 2/14/2022, and 2/27/2022 with no response.  We have called this customer 7 times with no response.  We will be happy to disconnect service and cancel account once we have that in writing, which is specified in the agreement.  This is a life safety service and we do require to have a request to cancel done by writing.  If the customer has called 10 times, they haven't called here as we have no record  of them calling.  The agreement is attached and hope this will clear up any confusion.  We are happy to cancel their account and our customer care department will be calling them today.

• Initial Complaint

  01/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Window sensors went dead and therefore they couldn't be monitored. I had already contacted the company about this early on. However they were being paid for services not delivered. Again, I called on Tuesday all day to get an appointment and no one would call me back. Finally around the 6th call in the evening on this past Tuesday, they were trying to charge a $95 service fee and then wanted me to purchase supplies. I then told them I needed to cancel as I had already been paying for services not delivered and then the overcharged service fee. They owe me money.

  Business response

  01/16/2023

  This customer contacted us 1/9/2023 because the batteries were low in some of her sensors. We explained that everything was working as it should but the batteries would need to be changed. We scheduled her to be serviced on 1/18/2023 as low batteries are not considered emergency service. Customer called on 1/12/2023 to cancel services because she had switched companies. We explained that she would need 30 day written notice to cancel per agreement and sent her a form to fill out to cancel in writing. As we were explaining this, she became frustrated and the phone went dead. We assumed that she hung up. We have fulfilled our side of the agreement for this customer, we have canceled her services and forwarded the balance owed.

• Initial Complaint

  10/25/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We pay 34.99 a month for our security system through Dynamark Monotoring. We have tried to call, we have left messages, we have emailed. They never respond. The original contract we signed was for 5 years-which we were told if we moved we could cancel, that was a lie and we paid for 3 years while we were on recruiting duty (USMC). The only communication we get is an email that states our panel is going to not work after December. We just want out of this nightmare of an account. The sales man fed us lies and we don't want to do business with a company who lies, and is unreachable.

  Business response

  10/27/2022

  Business Response /* (1000, 5, 2022/10/27) */ We have called and spoken to this customer, and we are cancelling the account. He admittedly hasn't called or emailed here since February 2022 and during that conversation we lowered the monthly rate because of financial hardship. It is very disingenuous for us to have a review like this as we never received a call or email from this customer since February 2022. We have sent him correspondence about the 3G termination and upgrade (that email could have been sent a reply) because we never knew he wanted to cancel. We see this matter as closed. Consumer Response /* (3000, 12, 2022/11/17) */ ***Document Attached*** On 10/27/22 I received both an email and a phone call from Larry ****** which had a cancellation link. That same day I filled that link and requested that the account be closed 11/1/22. I got charged AGAIN!! I emailed Larry this morning requesting yet again they cancel my account AND refund me! I DO NOT WANT A CALL! I prefer to deal with them in email so I have a paper trail. Business Response /* (4000, 14, 2022/11/18) */ We refunded the account yesterday, it was processed by mistake.

• Initial Complaint

  10/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I've been trying to cancel my account and keep getting the run around. My system requires a update and since the company in which I bought the system originally no longer exists or replies, I'm trying to cancel my account. Dynamark states over the phone that they can't cancel one of John ********* (owner of Trident Security Solutions) accounts and that they just bill and monitor accounts. They gave me his direct line that they have in the system, and he doesn't respond. They also sent him an email and CC'd me in it a swell with no response. This shouldn't be that hard to cancel an account the doesn't have a contract nor is behind on payments!

  Business response

  11/02/2022

  Business Response /* (1000, 5, 2022/10/18) */ Unfortunately, we can not cancel this account. Our customer is Trident Security. We have reached out to him via email and phone. We do feel bad that you are going through this and want to help but we have done everything we can. Your complaint should not be with us as we only monitor and bill Trident's accounts. Consumer Response /* (3000, 7, 2022/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am the customer that you're billing, I wish for it to stop and cease. The company doesn't respond to you nor me and google says that they're permanently closed. I don't want the service anymore and I don't want you sending my account that I want closed to collections because I refuse to pay. Business Response /* (4000, 9, 2022/10/19) */ This complaint should be resolved. We were able to get a hold of the owner of Trident and they canceled the account. This complaint should be removed from our business and this wasn't a customer of ours. The complainant agreed to retract. Consumer Response /* (2000, 11, 2022/10/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was able to get my account closed and the billing should have stopped now. The fact that billing is done through Dynamark directly to me, as I'm the account holder being charged, I should be in control of if I can close the account, not having to be given the run around with no answer from Trident Security Solutions? Wither a direct customer or not, Dynamark is in control of my account one way or another. A policy or something needs addressed to help with these issues limiting the run around, preventing further possible complaints. Overall I'm appreciative in Dynamark's efforts with helping resolve this situation.

• Initial Complaint

  10/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  04/15/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a 3 year contract in 2018 with Smart Shield which was taken over by Dynamark in 2020. We completed the original agreement with no desire to renew. CUSTOMER #:*********** Someone at Dynamark in 2020 pressured me to sign for almost one week while i was hesitant to sign. I did not understand why I had to sign the second time. But i signed it anyway through docu sign without seeing the extended terms on the contract, because the lady kept saying it's needed to show the monthly charges. AT NO TIME DID SHE MENTION ABOUT EXTENDED TERMS. I have moved out of the house and no longer reside there. We made our payments per original contract and never wanted to renew. Dynamark tricked me during the original contract to make it appear that I had to "re sign' the contract to show the monthly monitoring rate - NOT to extend or start a new contract. I am a retired individual and English is my second language. I have had others reach out to Dynamark . A rep named ****** ***** (855-742-**** ; ******@dynamarkmonitoring.com) has been our point of contact and has all the correspondence sent between me and Dynamark from past. He refuses to stop payment and has continued to send us invoices despite our pleas and proof of what has transpired. They are harassing us to make another 24 months of payments on a new contract that was docusigned under false pretenses from someone at Dynamark. Please help. Thank you.

  Business response

  05/31/2022

  Business Response /* (1000, 8, 2022/05/09) */ This agreement was signed with another company and we have resolved with customer.

*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. ↩