ComplaintsforDGA Security Systems Inc.

• Initial Complaint

  04/13/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  DGA Security system has been deceitful in their business practice and taking advantage of a small business owner. They have charged us an "upgrade fee" without informing us of the costs and without our approval. They say they need their systems updated and then charged us $517.16 for this upgrade which made no improvements to us and did not actually impact us. We have tried to exit our contract with them but they say we are locked into a 10 year agreement. We were not advised of this when we purchased the system with them. I was told it was a year to year and they have hidden the 10 year agreement in the fine print of the contract and will not release us.

  Business response

  05/11/2022

  This customer is highly valued and respected by DGA. We would like to address both of this customers concerns and provide explanations.
  
  First, we would like to address the upgrade fee. This fee was for the replacement of the cellular radio transmitter that communicates with our monitoring center. The previous radio communicated using ***** nationwide 3G cellular network. The *** authorized all cell carriers to end the provision of 3G cellular services in 2022. **** ended its 3G service effective February 22, 2022. In anticipation of this change and in order to avoid any disruption of service, DGA and other alarm providers across the country had to upgrade systems to be compatible with 4G LTE networks. This change required DGA to upgrade thousands of radios. We began the replacement project two years in advance of the shutdown so that all radios would be upgraded in time. We did not charge customers for this until **** officially shut down their 3G network in February 2022. DGAs service agreement with this customer clearly states that upgrades of equipment, such as the radio change ordered by the ***,is not routine service and will be billed. Alarm subscribers throughout the ************* served by thousands of alarm companies have been billed similarly.
  
  Second, we would like to address the ten (10) year term of our service agreement. The second section of DGAs service agreement clearly states that the subscriber will pay DGA the agreed upon service charge for a period of 10 years. This is not hidden in the fine print, instead, it was placed at the beginning of the agreement for customers to see.  The customer did not raise any issues with the term before signing the agreement or subsequently.
  
  DGA takes pride in the relationships we have with all our valued customers and would never do anything to intentionally deceive or take advantage of any of them.

  Customer response

  05/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********,the business has contacted me directly to resolve.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

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