Direct Security Systems, Inc.

Manager is rude Company was unable to provide service for an alarm that would not shut off Forced to disconnect alarm on my own Company did not call back for days, never offered to fix the system I cancelled the service and they continue to try and collect and bill me for a service that was disconnected months ago I would not do business with these people New alarm company told me that many sensors installed by Direct Security did not function My home was unprotected Be weary of their low price, you get what you pay for Very unprofessional

Direct Security did a great Job Installing my New System
Works Perfectly
After seeing how professional there tech were theirs no way the other reviews could be correctI have cameras and alarm system that I can see on my phone
and it actually works!!!

December 22, 2014Direct Security System, Inc.2265 George Urban Blvd.Depew, NY 14043Revdex.com Complaint ID# [redacted]
[redacted]Atten: [redacted]In final response to the following complaint, Direct Security has not made or ever has made any misleading or false presentations to the installation of the equipment installed in the [redacted]' residence.The purpose for [redacted] contacting our office on November 30, 2014 was to request for dispatching of the Niagara Co. Sheriff NOT to be sent since it was the [redacted]'s setting off the alarm accidentally. When the representative was going thru procedures on how to clear the alarm from the security memory was the "FE" - Failure to Communicate, revealed. This code is displayed on the face of the keypad when a communication cannot be sent to the Central Station. This is a programming feature and solid proof that the system was programmed at the time of initial installation.Reviewing the Work Order:The installation was clone at a discounted rate of $49.00 replacing the existing Master Control panel and the Keypad with NEW devices programmed for the system to communicate with Direct Securities Central Station. A typical installation for a conversion would have been $199.00. The $173.20, including tax. was collected at the annual rate of $160.00. When broken down on a monthly rate it would cost $13.33 plus tax of $1.07 per month. The Monitoring agreement was a 36 month agreement with the understanding the customer was going to be covered under Direct Security for a minimum of the 3 years Also, A Completion Certificate * see document-  was signed off indicating that the [redacted]' was satisfied with the installation and understanding of the importance of maintaining a telephone line for the purpose of the Alarm to communicate to the Central Station. * #5 Central Office Monitoring Agreement. Upon review of the documents and the signatures, outlining the document terms, obtained on the documents there will be no refund made.Sincerely,Direct Security System, Inc.

Direct security is completely incompetent. Between myself and the business manager called 6 times to resolve a door sensor issue. Either got the run around or ignored completely. On top of that who secures and door magnet with Velcro instead of the two screw holes molded into it. You get what you pay for.

Direct Security Systems, Inc,2265 George Urban BlvdDepew, NY 14043###-###-#### fax# ###-###-####
Revdex.com100 Bryant Woods SouthAmherst, NY 14228
Dear [redacted]:
We have received the notification regarding our former customer [redacted]...

[redacted]We did receive a phone call on Nov. 30, 2014 from [redacted] indicating that she had set off the alarm and was requesting that the Police not to be dispatched. As procedure, we verified which signals were received at our Central Station we found that signals hadn't been received. At that time I asked [redacted] what codes were showing on her Keypad, [redacted] told me "FC". FC indicated that there is a Failure to Communicate. I questioned if there had been any changes to the phone service. [redacted] stated no. I then asked to speak to [redacted] since he was the contract signer and to get authorization to speak and discuss matters with [redacted]. [redacted] stated that he did have a change to the phone service, from one company to another, and that the phone technician did in fact go into the alarm panel. I advised [redacted] that the phone technician had removed the alarm from service and his alarm was unable to send signals to the Central Station to alert of any possible intrusions. I explained I would need to send a Technician back out to the home to reconnect the alarm and have the communication restored. I advised that I would discount the service call to $50.00 from the normal $65.00 service call charge. [redacted] indicated that he understood and scheduled an appointment forthe technician to correct the error. 
A few moments later, [redacted] called back into the office and stated that he did change his phone service but a technician from the new phone provider never came to his house. Any changes to his phone was done remotely. But then did state he felt the alarm system was never hooked up. ~ Please see the enclosed document from our Central Station that is listing test signals and restore signals that the Central Station have recorded.- [redacted] then got on to the phone and indicated that if we were not going to send the technician out to the home free of charge then she was going to cancel the service. I explained after reviewing themonitoring agreement - enclosed- that they were under a 36 month monitoring agreement.
[redacted] became very belligerent on the phone. I didn't feel confident that the techinician would be treated well going into the customer's home. So at the time Direct Security made the decision to grant Mr. & [redacted] request of cancellation.
I advised [redacted] that Direct Security would release them from the monitoring agreement. 
We discussed that letter would need to be sent in requesting the system to be cancelled per request. I gave the office fax # ###-###-####.
The next day 12/1/2014 Direct Security received the enclosed letter requesting service and the account was cancelled.
A few hours later Direct Security received a phone call from [redacted] verifying the cancellation letter was received and asking for a refund. I explained to [redacted] that no fund would be granted due to a signed contract for monitoring service thru April 2017 was valid and Direct Security could put the [redacted]' into collection with a possible judgment for breaking the binding contract.
Please find the Work Order which indicates the [redacted]' paid $49.00 for a new master control panel and keyfob. Normal co~t of those devices would be $349.00 but [redacted] signed a 36 month agreement we discounted the equipment down to $49.00. The monitoring rate is $160.00 per year which [redacted] paid for at the time of installation. There would be 2 additional years on the monitoring contract which would total $320.00. Direct Security released [redacted] from the monitoring agreement as a courtesy. 
There is no refund due back to the [redacted].
[redacted]
Direct Security
Customer Service

Direct Security Systems, Inc,2265 George Urban BlvdDepew, NY 14043###-###-#### fax# ###-###-####Revdex.com100 Bryant Woods SouthAmherst, NY 14228Dear [redacted]:We have received the notification regarding our former customer [redacted] [redacted]We did...

receive a phone call on Nov. 30, 2014 from [redacted] indicating that she had set off the alarm and was requesting that the Police not to be dispatched. As procedure, we verified which signals were received at our Central Station we found that signals hadn't been received. At that time I asked [redacted] what codes were showing on her Keypad, [redacted] told me "FC". FC indicated that there is a Failure to Communicate. I questioned if there had been any changes to the phone service. [redacted] stated no. I then asked to speak to [redacted] since he was the contract signer and to get authorization to speak and discuss matters with [redacted] stated that he did have a change to the phone service, from one company to another, and that the phone technician did in fact go into the alarm panel. I advised [redacted] that the phone technician had removed the alarm from service and his alarm was unable to send signals to the Central Station to alert of any possible intrusions. I explained I would need to send a Technician back out to the home to reconnect the alarm and have the communication restored. I advised that I would discount the service call to $50.00 from the normal $65.00 service call charge. [redacted] indicated that he understood and scheduled an appointment forthe technician to correct the error. A few moments later, [redacted] called back into the office and stated that he did change his phone service but a technician from the new phone provider never came to his house. Any changes to his phone was done remotely. But then did state he felt the alarm system was never hooked up. ~ Please see the enclosed document from our Central Station that is listing test signals and restore signals that the Central Station have recorded.- [redacted] then got on to the phone and indicated that if we were not going to send the technician out to the home free of charge then she was going to cancel the service. I explained after reviewing themonitoring agreement - enclosed- that they were under a 36 month monitoring agreement.[redacted] became very belligerent on the phone. I didn't feel confident that the techinician would be treated well going into the customer's home. So at the time Direct Security made the decision to grant Mr. & [redacted] request of cancellation.I advised [redacted] that Direct Security would release them from the monitoring agreement. We discussed that letter would need to be sent in requesting the system to be cancelled per request. I gave the office fax # ###-###-####.The next day 12/1/2014 Direct Security received the enclosed letter requesting service and the account was cancelled.A few hours later Direct Security received a phone call from [redacted] verifying the cancellation letter was received and asking for a refund. I explained to [redacted] that no fund would be granted due to a signed contract for monitoring service thru April 2017 was valid and Direct Security could put the [redacted]' into collection with a possible judgment for breaking the binding contract.Please find the Work Order which indicates the [redacted]' paid $49.00 for a new master control panel and keyfob. Normal co~t of those devices would be $349.00 but [redacted] signed a 36 month agreement we discounted the equipment down to $49.00. The monitoring rate is $160.00 per year which [redacted] paid for at the time of installation. There would be 2 additional years on the monitoring contract which would total $320.00. Direct Security released [redacted] from the monitoring agreement as a courtesy. There is no refund due back to the [redacted].[redacted]Direct SecurityCustomer Service

Revdex.com100 Bryant Woods SouthAmherst, NY 14228[redacted]Re: [redacted] ID # [redacted]
On March 24, 2015 Direct Security Representative, [redacted], met with the [redacted] at their home. [redacted] reviewed the security promotions with the [redacted] that were presented...

at the [redacted] and the [redacted] decided on changing from their existing Monitronics Security to have [redacted].The decision was made by the [redacted] to upgrade their existing system to a new [redacted] system including GSMx -cell communication with the [redacted] for remote arming/disarming. The [redacted] explained that this would allow them to get rid of their home phone and the $80 per month phone bill. 
The Scheduled installation date was set for April 8th, 2015. The installation date was highlighted at the top of the contract above the date of the contract agreement dated - see attached copy. 
Direct Security would not accept a call from another alarm company to request cancellation of One our customers. We require a written letter and would verify the password and account information on the account to determine we are speaking with the authorized party. It would have not been possible for Direct Security to cancel the existing monitoring on behalf of the [redacted] does have a seven (7) day test period set in place to give the homeowners a chance to get comfortable with their new security system. The Buffalo Police generally give a 3 false alarmleeway to an address per year. The homeowner can request that the seven (7) day test period be waived. However, if the seven (7) day cancellation is not waived, this in no way means that alarms are not verified or just ignored thru the [redacted] Central Station. A central station representative follows the policy and procedures for responding to the alarm.
On the morning of 4/9/2015 [redacted] called into our office to review how to utilize her Total Connect phone app to set and disarm the alarm from her Total Connect app. I personally had assisted with these instructions and [redacted] seemed to be very pleased with the service. Later in the afternoon of April 9,2015 [redacted] came to our office and explained to [redacted] that she was going to cancel her service.She stated she had changed her mind and was within her 3 day cancellation. [redacted] pulled her contractsand showed [redacted] the 3 day cancellation signed by [redacted] had ended 3/30/2015 - please seeattached.
[redacted] had given [redacted] a cancellation letter - Please see attached. It read that the [redacted] had changed their minds and were staying with Monitronies since they offered the [redacted] a lower monitoring rate. [redacted] explained that the Monitronies representative had told her that the 3 day cancellation was when then system was installed not what was listed on the cancellation form. [redacted] explained that he could not accept the cancellation since [redacted] had signed it and the contract was in [redacted]'s name. [redacted] also explained to [redacted] that the [redacted] contract was in full effect since the 3 day cancellation expired on 3/30/2015.
The [redacted] had offered to give back the newly installed security equipment, to come to their home and uninstall the system. It was explained that all of the equipment and Cellular Communicator was programmed for their home. Security equipment doesn't have a "returnable" feature to it. It is used equipment once out of the box and programmed to an address. It is then a feature to the home. 
As of April 15, 2015 we had received a phone call from [redacted] that they have decided to stay with [redacted] and fulfill their contract. [redacted] stated her reasoning for cancelling was that she was upset with the seven (7) day test period.

It is my complaint that Direct Security Systems misleads their customers and are very unprofessional in handling complaints. The customer service rep, [redacted] is very argumentative . My husband had to threaten to take them to court to settle the matter and that is how we resolved the matter. [redacted] then agreed to cancel the contract.without any further action from them . They did not request nor threaten a judgement against us. I do not recommend this company to anyone. We have since installed better security services and  is completely satisfied with our new service .

December 22, 2014Direct Security System, Inc.2265 George Urban Blvd.Depew, NY 14043
Revdex.com Complaint ID# [redacted]
[redacted]Atten: [redacted]
In final response to the following complaint, Direct Security has not made or ever has made any misleading or false presentations to the installation of the equipment installed in the [redacted]' residence.
The purpose for [redacted] contacting our office on November 30, 2014 was to request for dispatching of the Niagara Co. Sheriff NOT to be sent since it was the [redacted]'s setting off the alarm accidentally. When the representative was going thru procedures on how to clear the alarm from the security memory was the "FE" - Failure to Communicate, revealed. This code is displayed on the face of the keypad when a communication cannot be sent to the Central Station. This is a programming feature and solid proof that the system was programmed at the time of initial installation.
Reviewing the Work Order:The installation was clone at a discounted rate of $49.00 replacing the existing Master Control panel and the Keypad with NEW devices programmed for the system to communicate with Direct Securities Central Station. A typical installation for a conversion would have been $199.00. The $173.20, including tax. was collected at the annual rate of $160.00. When broken down on a monthly rate it would cost $13.33 plus tax of $1.07 per month. The Monitoring agreement was a 36 month agreement with the understanding the customer was going to be covered under Direct Security for a minimum of the 3 years Also, A Completion Certificate * see document-  was signed off indicating that the [redacted]' was satisfied with the installation and understanding of the importance of maintaining a telephone line for the purpose of the Alarm to communicate to the Central Station. * #5 Central Office Monitoring Agreement. 
Upon review of the documents and the signatures, outlining the document terms, obtained on the documents there will be no refund made.
Sincerely,Direct Security System, Inc.

Revdex.com100 Bryant Woods SouthAmherst, NY 14228[redacted]Re: [redacted] ID # [redacted]On March 24, 2015 Direct Security Representative, [redacted], met with the [redacted] at their home. [redacted] reviewed the security promotions with the [redacted] that were presented at the [redacted]...

[redacted] and the [redacted] decided on changing from their existing Monitronics Security to have [redacted].The decision was made by the [redacted] to upgrade their existing system to a new [redacted] system including GSMx -cell communication with the [redacted] for remote arming/disarming. The [redacted] explained that this would allow them to get rid of their home phone and the $80 per month phone bill. The Scheduled installation date was set for April 8th, 2015. The installation date was highlighted at the top of the contract above the date of the contract agreement dated - see attached copy. Direct Security would not accept a call from another alarm company to request cancellation of One our customers. We require a written letter and would verify the password and account information on the account to determine we are speaking with the authorized party. It would have not been possible for Direct Security to cancel the existing monitoring on behalf of the [redacted] does have a seven (7) day test period set in place to give the homeowners a chance to get comfortable with their new security system. The Buffalo Police generally give a 3 false alarmleeway to an address per year. The homeowner can request that the seven (7) day test period be waived. However, if the seven (7) day cancellation is not waived, this in no way means that alarms are not verified or just ignored thru the [redacted] Central Station. A central station representative follows the policy and procedures for responding to the alarm.On the morning of 4/9/2015 [redacted] called into our office to review how to utilize her Total Connect phone app to set and disarm the alarm from her Total Connect app. I personally had assisted with these instructions and [redacted] seemed to be very pleased with the service. Later in the afternoon of April 9,2015 [redacted] came to our office and explained to [redacted] that she was going to cancel her service.She stated she had changed her mind and was within her 3 day cancellation. [redacted] pulled her contractsand showed [redacted] the 3 day cancellation signed by [redacted] had ended 3/30/2015 - please seeattached.[redacted] had given [redacted] a cancellation letter - Please see attached. It read that the [redacted] had changed their minds and were staying with Monitronies since they offered the [redacted] a lower monitoring rate. [redacted] explained that the Monitronies representative had told her that the 3 day cancellation was when then system was installed not what was listed on the cancellation form. [redacted] explained that he could not accept the cancellation since [redacted] had signed it and the contract was in [redacted]'s name. [redacted] also explained to [redacted] that the [redacted] contract was in full effect since the 3 day cancellation expired on 3/30/2015.The [redacted] had offered to give back the newly installed security equipment, to come to their home and uninstall the system. It was explained that all of the equipment and Cellular Communicator was programmed for their home. Security equipment doesn't have a "returnable" feature to it. It is used equipment once out of the box and programmed to an address. It is then a feature to the home. As of April 15, 2015 we had received a phone call from [redacted] that they have decided to stay with [redacted] and fulfill their contract. [redacted] stated her reasoning for cancelling was that she was upset with the seven (7) day test period.