Dynamark Security of Richmond, Inc.

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,*** ***

I am very sorry this issue got to this pointThere has never been an issue with removing the $* per month chargeAs I have been on vacation and also out of the office a fair amount, I forwarded Ms *** email requests to my service manager to help her turn off the notifications through her
accountI should have responded to Ms*** to be sure I understood exactly what she wanted - unfortunately, my time has been very stretched with other personal concernsNo excuses, my fault and her request was not fully understood by me or my service managerThe $* per month charge has been removed and we are crediting Ms*** account one full month of monitoring ($**.**) for her inconvenience.Most sincerely, Frank P*** ***
*** *** ** *** ***

I am very sorry this issue got to this pointThere has never been an issue with removing the $per month chargeAs I have been on vacation and also out of the office a fair amount, I forwarded Ms *** email requests to my service manager to help her turn off the notifications through her
accountI should have responded to Ms*** to be sure I understood exactly what she wanted - unfortunately, my time has been very stretched with other personal concernsNo excuses, my fault and her request was not fully understood by me or my service managerThe $per month charge has been removed and we are crediting Ms*** account one full month of monitoring ($44.95) for her inconvenience.Most sincerely, Frank P*** ***
*** *** ** *** ***

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Thank you Revdex.com for helping to get this resolvedI've read the response and do not understand why there was so much confusion by Frank and Rickie as to what I was asking for on the emailEach email clearly stated "now that the mobile app gives push notifications I no longer need the text notifications and would like to drop the $monthly text option from my plan"I was very clear each time and additionally sent 5-emails requesting the same thingI'm just disappointed as I felt like we picked a local company that wouldn't treat us like a number like the big national companies do - guess I was wrong !
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

I am very sorry this issue got to this pointThere has never been an issue with removing the $* per month chargeAs I have been on vacation and also out of the office a fair amount, I forwarded Ms *** email requests to my service manager to help her turn off the notifications through her
accountI should have responded to Ms*** to be sure I understood exactly what she wanted - unfortunately, my time has been very stretched with other personal concernsNo excuses, my fault and her request was not fully understood by me or my service managerThe $* per month charge has been removed and we are crediting Ms*** account one full month of monitoring ($**.**) for her inconvenience.Most sincerely, Frank P*** ***
*** *** ** *** ***

[A default letter is provided here which indicates your acceptance of the business's offer.? If you wish, you may update it before sending it.]Thank you Revdex.com for helping to get this resolvedI've read the response and do not understand why there was so much confusion by Frank and Rickie as to what I was asking for on the emailEach email clearly stated "now that the mobile app gives push notifications I no longer need the text notifications and would like to drop the $* monthly text option from my plan"I was very clear each time and additionally sent 5-emails requesting the same thingI'm just disappointed as I felt like we picked a local company that wouldn't treat us like a number like the big national companies do - guess I was wrong !
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]Thank you Revdex.com for helping to get this resolved. I've read the response and do not understand why there was so much confusion by Frank and Rickie as to what I was asking for on the email. Each email clearly stated "now that the mobile app gives push notifications I no longer need the text notifications and would like to drop the $* monthly text option from my plan". I was very clear each time and additionally sent 5-6 emails requesting the same thing. I'm just disappointed as I felt like we picked a local company that wouldn't treat us like a number like the big national companies do - guess I was wrong !
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

The consumer contacted the Revdex.com and stated the complaint has been resolved.
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the...

business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

We  require a 30 day notice in writing to cancel an account. This is for security reasons. Mr. & Mrs. [redacted] did submit a written cancellation through our website "contact us" form which we have recently updated to integrate with some new "[redacted]" software we are trying to use to manage new...

inquiries and customer inquiries. We are still getting used to this form of contact. Usually, cancellations come straight to my or my office manager's email and we are very sorry the [redacted]'s request was overlooked or dealyed. However, I don't think the initial request was even over 30 days ago.Again, if it was, we apologize. If the billing cycle for the next month had already started, there would have been a draft for that month regardless. Either way, a check for $59.90 was signed and mailed to the [redacted]'s on Wednesday, March 18th. Any questions, please call me at my office [redacted] or my cell [redacted]. All the best,[redacted], President

I am very sorry this issue got to this point. There has never been an issue with removing the $2 per month charge. As I have been on vacation and also out of the office a fair amount, I forwarded Ms [redacted] email requests to my service manager to help her turn off the notifications through her...

account. I should have responded to Ms. [redacted] to be sure I understood exactly what she wanted - unfortunately, my time has been very stretched with other personal concerns. No excuses, my fault and her request was not fully understood by me or my service manager. The $2 per month charge has been removed and we are crediting Ms. [redacted] account one full month of monitoring ($44.95) for her inconvenience.Most sincerely, 
Frank P[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]Thank you Revdex.com for helping to get this resolved. I've read the response and do not understand why there was so much confusion by Frank and Rickie as to what I was asking for on the email. Each email clearly stated "now that the mobile app gives push notifications I no longer need the text notifications and would like to drop the $2 monthly text option from my plan". I was very clear each time and additionally sent 5-6 emails requesting the same thing. I'm just disappointed as I felt like we picked a local company that wouldn't treat us like a number like the big national companies do - guess I was wrong ! 
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

Review: I've been trying to reach the owner (Frank p[redacted]) since early July 2016 to remove the $2 monthly text feature as I no longer need that option. Frank has never responded to my email request ,however, he did have Rickie email me to instruct me on how to stops be text messages. I've replied back to Frank and rickie twice stating that I don't need instruction I just want the $2 feature removed. Still no responseDesired Settlement: Remove the $2 monthly fee for the text option and remove that feature

Business

Response:

I am very sorry this issue got to this point. There has never been an issue with removing the $2 per month charge. As I have been on vacation and also out of the office a fair amount, I forwarded Ms [redacted] email requests to my service manager to help her turn off the notifications through her account. I should have responded to Ms. [redacted] to be sure I understood exactly what she wanted - unfortunately, my time has been very stretched with other personal concerns. No excuses, my fault and her request was not fully understood by me or my service manager. The $2 per month charge has been removed and we are crediting Ms. [redacted] account one full month of monitoring ($44.95) for her inconvenience.Most sincerely, Frank P[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]Thank you Revdex.com for helping to get this resolved. I've read the response and do not understand why there was so much confusion by Frank and Rickie as to what I was asking for on the email. Each email clearly stated "now that the mobile app gives push notifications I no longer need the text notifications and would like to drop the $2 monthly text option from my plan". I was very clear each time and additionally sent 5-6 emails requesting the same thing. I'm just disappointed as I felt like we picked a local company that wouldn't treat us like a number like the big national companies do - guess I was wrong !

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: Complaint against Dynamark Security of Richmond, Inc. consists of: (a) misrepresentation of the capability of the wireless alarm system to monitor all access points into the house, (b) installation of defective automatic deadbolt locks, (c) disregard for customer safety and concerns.

Contract for the sale of a wireless alarm system from Dynamark Security of Richmond, Inc. at a cost of $1,504.25 with a 36 month commitment for monitoring service at a cost of $59.95 per month was established on January 31, 2013. System included 2 automatic deadbolt locks, 5 sensors (sensors located on 3 door external doors, and two windows), control panel, wireless router, smoke detector, and outdoor camera (located at front door). This system was replacing a wired alarm system consisting of three sensors attached to each external door, two motion sensors located on the lower level, smoke detector, cellular transmitter, and two control panels. The house has two levels and has 22 windows of which 16 are located on the first level. The reason for the switch was the old security provider could not upgrade the old system to handle automatic deadbolt locks.

[redacted], owner/sales representative of Dynamark Security of Richmond, Inc., was informed of this information, and recommended that only two windows and the back door off of the deck needed to have sensors. Motion sensors would not be necessary. I trusted his recommendations on how the new system should be setup which was installed on February 7, 2013. Initial payment of $1,504.25 was paid up front, and a 36 month monitoring agreement at a cost of $59.95 per month took effect on installation day. In December, 2013, the automatic deadbolt locks started malfunctioning. On February 3, 2014, automatic deadbolt locks were determined by the service technician to be defective after talking to the manufacturer, and that they would have to be replaced. On February 27, 2014, the service manager arrived and inquired what was wrong with locks. He was informed that the locks were not working. He proceed to dismantle one lock on the garage door and started performing a diagnostic on the system to determine why the automatic deadbolt locks were not functioning. His actions did not make any sense to me because the deadbolt locks were diagnosed as being defective on February 3, 2014. An inquiry was made in which he replied that I should not be talking to him in that manner. He was asked to leave the premises. [redacted] was contacted in which he explained that was the procedure, and I had to let the service manager come to do his job. Only one deadbolt lock could be replaced because one of the replacement locks was also defective. Upon completion, the service manager assured me that the deadbolt lock that was replaced would function when the security system was activated. That evening, when the system was activated, the replaced deadbolt lock did not function.

[redacted] was informed by email about the malfunction of the replaced deadbolt on February 27, 2014. I requested that he give me a call as soon as possible. On March 3, 2014, service manager called again which I stated I did not want returning to my house to do any further repairs on the system. Within one minute of that call, [redacted] called. At that point, I informed [redacted] that our relationship needed to be terminated. On March 4, 2014, a call between me and [redacted] occurred. In the phone call, he stated the deadbolt locks that his company had been using were having a lot of problems, and that this brand of locks would not be installed in the future. However, the two automatic deadlocks that were to be used to replace the defective locks were of the same brand. Further, he stated that if I terminate the monitoring agreement, I would have to pay $1,123.75 to cover the remaining cost of the system which is currently being paid through the monitoring fee of $59.95 per month. Per [redacted], only $15 of the monitoring fee goes to monitoring. The remaining portion of $44.95 goes to the outstanding balance on the cost of the installed security system, revealing the total cost for the system to be at $3,122.45. However, in reading the contract for sale of alarm system, the $1,504.25 was the total cost of the system that was paid in full on installation day along with the first month monitoring fee due on the 15th of each month.

[redacted] stated he would terminate the monitoring agreement if all of the equipment related to his security system was returned in working order. However, per the sales contract, I own the equipment. Further, I have continued paying the monthly monitoring fee of $59.95. In comparing my system to another system [redacted] company recommended and installed, gross negligence in service is clearly evident. Compared system was installed in a house with less windows on the first floor included 1 automatic deadbolt lock, 3 external door sensors, control panel, wireless router, two smoke detector, and two outdoor camera.Desired Settlement: What I seek is to be released from the monitoring contract with no additional payments; so that I can have a professional who I trust to evaluate and make the necessary adjustments in hardware to bring the security system up to a level so that all access points can be adequately monitored.

Consumer

Response:

The consumer contacted the Revdex.com and stated the complaint has been resolved.

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: Sent a letter on Feb 16 and again March 18 to stop monitoring services. I requested a call and to stop taking money out of my account. The have continued to take money. They have not noticed my home is not even sending a message to them or inquire if anything was wrong at home. I have spoken with ** office staff asking for help and NO one has offered any answers.Desired Settlement: I want my monthly fee back for March

Business

Response:

We require a 30 day notice in writing to cancel an account. This is for security reasons. Mr. & Mrs. [redacted] did submit a written cancellation through our website "contact us" form which we have recently updated to integrate with some new "[redacted]" software we are trying to use to manage new inquiries and customer inquiries. We are still getting used to this form of contact. Usually, cancellations come straight to my or my office manager's email and we are very sorry the [redacted]'s request was overlooked or dealyed. However, I don't think the initial request was even over 30 days ago.Again, if it was, we apologize. If the billing cycle for the next month had already started, there would have been a draft for that month regardless. Either way, a check for $59.90 was signed and mailed to the [redacted]'s on Wednesday, March 18th. Any questions, please call me at my office [redacted] or my cell [redacted]. All the best,[redacted], President

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,