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Business Profile

Burglar Alarm Systems

Diamond Alarm

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Burglar Alarm Systems.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/03/2024

    Type:Order Issues
    Status:
    Answered
    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.
    Over the of 5 yrs we paid over 6 grand because of the contract was not honore system broke. We went with another alarm company that was buying us of the contract to ******* they would not send us contract several.attempts to get the contract simply emailed. Because this the other company wont honor the sale of contract.so has costed us the ******* and not honoring the contract by repairing the alarm

    Business Response

    Date: 09/03/2024

    This customer was with a company out of ************** called Security Connections. When they went out of business several years ago the company that did there financing was ****************** Diamond Alarm is also a Timepay customer, so Timepay reached out to us about some of there past customers from Security Connection. So we have installed new equipment and made sure the customers they sent to us were being monitored for there money they have been paying. Hope this makes sense. We would service them if they need it. We have an office in there town. Honestly we havent heard from this customer before. 
    please let me know if you need anything further from us. 
    Thank You. 

  • Initial Complaint

    Date:12/19/2023

    Type:Product Issues
    Status:
    Answered
    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.
    On June 19, 2023 I informed *************************** that one of my security cameras night vision wasnt working properly and I also informed her that I was getting no signal to my monitor. She offered a few obvious solutions then asked me to contact **** and gave me his number. *** continued to try and communicate with **** and even did troubleshooting via phone. He was ordering a new dvr. I still dont have a working security system since June 19 (its now December 19) and Ive been paying $85 a month.I would like a refund of $540 for the 6 months Ive been without a working system and a replacement dvr to receive the service Im paying for.

    Business Response

    Date: 01/04/2024

    Yes. We have had the part to fix her camera but she has got to be home to allow us access to fix it. We have tried numerous times and she cant seem to make the time. In fact we will theres nothing actually wrong with her system and she is using this as a way out of her agreement. We will reach out one last time and see if she would like to make time to have a technician come by. The Alarm system is working fine. Let me know if you need anything further. 

    Thank you. 

    *********************;

    Customer Answer

    Date: 01/04/2024

     
    I am rejecting this response because:

    I have given numerous opportunities for someone to be at my home. My retired mother in law lives 2 houses down and is available most days. *** never received a response about when someone can come except for once and when I got back with the technician I was ignored. Please see screen shots of conversation. I do not want out of my contract as its close to being over. I want a product working as promiseda tv monitor that works. I do not want to pay for a system not 100% working. *** also had a bad camera during night vision which Ive cleaned per their advice AND screenshots afterwards still showing a non working camera. 

    They have sold a product and have zero customer service or support. I did all the troubleshooting myself because the technician didnt want to drive to my location. 

    A solution is a working system and 7 months off of my contract or a working system and partial refund for the 7 months Ive went without a 100% working system. 


    Business Response

    Date: 01/12/2024

    I have no issue getting her some credit for service. But I cant do a refund because were not the ones getting the money. That would be ************* We are willing to make a service happen and a credit for service she may feel like she didnt have, keep in mind the Security System has been working fine and all the cams as well. But again. I can get the service completed. Let us know. 

     

    Thank you. 

    *********************;

    Customer Answer

    Date: 01/12/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

    Please reach out to my mother in law for a good time to replace the dvr system. She is available every day during the week. Her number is ************.

    The front of the house camera (on the far right when looking at the house) does not work at night and I have cleaned it. 

    How will I receive credit? Is there anything I need to do such as speak with ***********? 

    ****


    Thank you. 


    Customer Answer

    Date: 01/12/2024

     
    I am rejecting this response because:

    I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

    Please reach out to my mother in law for a good time to replace the dvr system. She is available every day during the week. Her number is ************.

    The front of the house camera (on the far right when looking at the house) does not work at night and I have cleaned it. 

    How will I receive credit? Is there anything I need to do such as speak with ***********? 

    ****


    Thank you.

Diamond Alarm is NOT a BBB Accredited Business.

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