DFW Security

** ***, I sincerely apologize for the misunderstandingAfter listening to the recorded phone call, I can see how the exchange could have been misinterpretedThe Rep was trying to explain the timing of the months free promotionTo clarify, a payment for the first month of monitoring is
collected over the phone at the time of schedulingIt will then apply to the first days of monitoring that begins on the day of installationThe next months are freeIn this case, since your installation was cancelled, a refund of your check payment was processedOur records show the refund to your checking account was completed on 4/I am currently looking into ways we can further track that payment since you are not seeing it in your accountOur receipt is attached for your referenceI would suggest searching by the amount $rather than by company name, as the name could display differentlyAgain, I apologize for the inconvenienceI can assure you we strive to be as clear as possible, and never intended to mislead anyone

** ***, we are sorry to hear that you have moved out of our service area prior to the end of your installment agreementWe have received payments toward the month contract that was intended to cover the cost of installing a new smart security system, doorbell camera and smart lock in your
homeWe also applied a credit of $to your account as a courtesy after your first moveWe offered to transfer your service to the new homeowner or a family member or friend, and that option is still available to youWe show a current discounted payoff amount of $should you choose to pay off the account insteadWe can be reached at *** *** if you would like to discuss this matter further

Thank you for bringing this to our attentionA refund has been issuedWe are very sorry for your inconvenienceIf there is anything we can do to make it up to you, please let us knowAs you know, this is not our typical way of doing business, but simply an oversight that we regretThank you for
your business

We are so very sorry you are not satisfied. It is common practice to remove existing security equipment and install new upgraded equipment in its place. In this case, your existing doorbell was not compatible with our doorbell camera at the initial installation appointment, and you agreed to get a...

new mechanism that would allow it to work. Our technician got it up and running after that was completed, at no charge to you. On a subsequent visit, we even installed a new doorbell camera (no charge) in an attempt to make you satisfied. While we regret that your recording limit was reached, the system did notify you when you were reaching your clip limit, and again when you went over. As a courtesy, we have raised your storage limit at no charge. You can also download as many recordings as you would like, at no charge. The existing contact on your slider door was also intermittently not connecting due to a signal issue in your home. Our technician installed an extended sensor at no charge, and has offered to install a repeater or move your keypad as a permanent solution (also at no charge), but you have refused.  It is our goal to make sure every customer is satisfied, and we would love the opportunity to do that for you. We will however, as stated in your agreement, require you to allow us to install the necessary equipment in the necessary location to ensure your home is fully protected. [redacted], our Installation and Service Manager would be happy to help you directly with this issue. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
 Good afternoon,This is a follow up on my complaint to DFW Security.This company has settled my complaint and has refunded me the money owed to me.Thanks for your assistance.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I submitted the cancellation notice on 6/03/17.[redacted] is saying the payment was processes on 6/16/17.Why does it take so long to approved a refund?As of today 6/22/17 I called the bank and my account hasn't been credited from [redacted].I called [redacted] after I talked to the bank today, and another CSR told me that it will take 10 business days after the payment process for me to received my money.That's not acceptable.I have attached a letter from my bank tat was sent today after I talked to them.
Regards,
[redacted]

[redacted], I have given instruction to cancel you account located at [redacted] with a $0.00 balance. However, we have over a $1,000.00 investment in equipment at the [redacted]. We would like the equipment returned in good working...

order. Please feel free to call us at [redacted] and ask for [redacted] to arrange for the return of our equipment. Sincerely, [redacted]

I have reviewed the notes on the account and find that [redacted] handled the transfer of service correctly. The person in our office processed the transfer incorrectly. We will cancel the remainder of the agreement and credit back four months at $46.54 for a total of $186.16. We do have a...

30 day cancellation notice that needs to be met. My apologies for the confusion.