Complaints

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.

• Initial Complaint

  Date:01/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I have been a customer with ******************** Service for more than 2 years (Now in the 2nd contract period since 2023). From 5:30 PM on Friday evening, 1/17, 2025, to 7:30 PM on Saturday, 1/18, 2025, I parked my car in front of my front door. At 7:30 PM on Saturday, I found that my tire had no air. Upon checking at *******, it was discovered that the tire had been slashed with a knife, resulting in a 7-inch cut. I attempted to review the video footage on "Alarm"(DFW Security APP), but there was no alert or recording available. This means I have no clues about who cut my tire or when it happened.I contacted DFW Security 1/20/2025, and they suggested moving the camera to better cover the front door area, for which they plan to charge me $65. However, I believe this service should be provided free of charge for the following reasons:Coverage Expectation: The doorbell camera is supposed to monitor the front door area, including the space where the car was parked. All my neighbors doorbell cameras are able to capture the street in front of their homes. If ***'s doorbell camera cannot cover this area, they should have informed me before installation. This means *** should have advised installing both a "Front Doorbell" and an additional "Camera" to cover the area adequately.Malfunction and Financial Impact: Due to the doorbell camera's failure to capture the incident, I was unable to identify the person or time of the vandalism. As a result, I had to spend $248.17 to repair the tire. If this issue is not resolved, it is highly likely the vandalism will occur again, leading to additional expenses of around $250 each time. This is a failure of the doorbell camera to fulfill its purpose.Service Quality: I pay monthly fees for DFW security service. The current placement of the camera does not meet the required monitoring.I respectfully request that DFW Security move 1 camera to a right location free of charge to ensure proper coverage and resolve this issue. Thank you.

  

  Business Response

  Date: 01/21/2025

  Were very sorry this happened to you, and we definitely dont want it to happen again! We have offered to send a technician to upgrade your doorbell camera to the latest model and help you configure it to your liking,with no charge for the equipment and a discounted service fee. Video doorbell cameras are installed in the same location as the original doorbell since they use the existing wiring. We originally installed your doorbell camera in 2020 and trained you in how to adjust the rules and settings on the app. Since video doorbells are generally used to view activity on the porch, many customers choose to set the cameras to ignore activity on the street to avoid capturing every car driving by. Your home also has prominent pillars that could obscure some of your street view. While we try to help customers with personalization of settings,we cannot be responsible for how they are configured since customers can change them at any time and for security reasons we dont have access to view their cameras.

  Customer Answer

  Date: 01/21/2025

  Complaint: 22834770
  
  I am rejecting this response because:

  Due to the issues with their doorbell camera, it failed to record who and when someone slashed my tire. Moreover, during the initial installation, they never informed me that I could install an additional camera to cover the area in front of the door. Today, after five years as their customer and only after this tire-slashing incident occurred, they finally told me that some customers specifically choose to install an additional camera to cover the front door area. As a non-professional, I had no way of knowing that the doorbell camera wouldnt capture the parking area. From the doorbell view, it seems to cover the area within the frame, but because its too far, the camera didnt detect anything(not sensitive enough), so nothing was recorded.
  Therefore, I dont believe upgrading the doorbell camera is the best solution. They can and should move my backdoor camera to the front door for free. This is the most convenient option and should be provided as a complimentary service to compensate for the cost I incurred in repairing my tire.Thank you. 
  
  Regards,
  
  *** ****

  

  Business Response

  Date: 01/27/2025

  We appreciate you being willing to work with us. As a show of good faith, we can discuss moving the back camera to the front as you have requested. However, to keep your property covered in the back, we recommend instead that you purchase the new front camera at a discounted price of $249 and we can install it for free.
  

  Customer Answer

  Date: 02/06/2025

  Complaint: 22834770
  
  I am rejecting this response.

  Their team reached out to offer the service at a price, I am unable to accept it.

  However, their attitude was polite. Please close this case and leave it as is. 
  Regards,
  
  *** ****

• Initial Complaint

  Date:08/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  The sales representative set me up for service with an app to arm and disarm the home at *****/ month . After three months , the account was downgraded automatically and app disabled without notification . They informed me that is costs more to have the app. In addition , one sensor is not working and they want another 150 dollars to resolve the issue . In short , there is no working security system or app. I would like to disconnect services without any charges after multiple attempts at trying to resolve .

  

  Business Response

  Date: 08/25/2024

  Thank you for taking the time to speak with a manager. We apologize for mistakenly sending you the incorrect paperwork and will use this situation to evaluate our internal policies and procedures. We are willing to honor your original package as discussed on the sales call, however if you choose to decline the original offer, we are also willing to completely unwind this transaction. The appropriate form has been emailed for your review and will be processed immediately upon receiving your signature if you want to proceed with cancellation. Thank you for your understanding.

  Customer Answer

  Date: 08/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ********************

• Initial Complaint

  Date:02/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I obtained services with DFW Security about 5 and one half years ago at the suggestion of ******************. The person that installed the system was rude and did not make it clear how to set the alarm. I never was able to set the alarm, but I was so busy I could not schedule another person to help me. There were several increases in monthly charges along the years, so after 5 years (which was my contract) I called to discontinue service. Now, every day around the alarm (Very Loud) goes off around 5pm and says the batteries are low. I can manually silence the alarm, but have to do it every day. I called today and talked to a person at DFW Security and he said because I was not a customer any more they could not help me. Then he came back and said for $299 someone could come out and help me. I told him this was unacceptable

  

  Business Response

  Date: 02/15/2024

  Hi ***** - This makes us so sad! We want our customers to love their systems and to get the most out of them with daily use. Im sorry we didnt get the chance to make sure you were happy before it was too late. I'm attaching a copy of your signed cancelation form. Since youve been having electrical issues, you may want to remove the batteries and make sure the system is unplugged. If you change your mind and want our help,just let us know! 

  Customer Answer

  Date: 02/15/2024

  Complaint: 21293668
  
  I am rejecting this response because:  You need to undo what you did
  
  Regards,
  
  *************************

  

  Business Response

  Date: 02/16/2024

  Can you please elaborate on this statement: "Undo what you did?" We're not sure what we did that you would like us to undo.

  Customer Answer

  Date: 02/17/2024

  Complaint: 21293668
  
  I am rejecting this response because:
  
  Regards,
  
  *************************

• Initial Complaint

  Date:09/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 August 2023, I got a contract with Dfw Security, for Surveillance Cameras and Security monitoring in the houses( sensors in 3 doors).This system were not working right, from the App, that you are connected in order to monitor the, security sistem, cameras, indoor panel, black out in the cameras. Regarding I contact the technical support and still the same issues with the cameras. They want me to buy a wi fi extender, however that already installed 2 extenders in my house.I requested to turn off this service and paid for the cameras, I am force to paid for them because they don't take used cameras.They want me to pay for monitoring service that I am not going to have.A contract was sign for 36 months.I feel this not right, it's not me who failed, the service is too stressful for **** cannot relay my security at home with a service that don't work when I need it.This service don't meet my needs.I would appreciate any help or support from you, we are seniors citizen, my husband is battling cancer at ho**** can't take more stress with this service.Thank you *************************

  

  Business Response

  Date: 09/29/2023

  We are working with ***************** to remove and replace her cameras with hard wired *** cameras along with adding an SVR to her system. ***************** has already switched her ISP to AT&T for faster and more reliable internet speeds. 

  Customer Answer

  Date: 10/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

  Customer Answer

  Date: 10/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

  Customer Answer

  Date: 10/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:03/23/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I was customer of ****************** till June 2022 I was having two account with them one for home and business I called and cancel my both account June 30th 2022. They cancelled home but keep active my business account. They removed my all contact from their file contact me for triggered alarm even email.Now in July first week there is every night false alarm get triggered no one called me or unturned me not even police regarding this happening everyday once I checked my mail I got charged from police department grapevine for 200$ charge Even after calling to cancel account they did not their system call police without informing me

  

  Business Response

  Date: 03/24/2023

  **************, I apologize for the misunderstanding and can fully appreciate your frustration. The written notice of cancellation we received from you (attached) had a cancellation date of 7/31/2023, therefore monitoring on your account was still active at the time of the false alarm dispatches. On July 3rd, at your request, the monitoring center removed all your contact information from the notification list. Unfortunately this meant that there was no longer anyone to cancel the false alarms before dispatch if there was no answer through the keypad at the location.

  Customer Answer

  Date: 03/24/2023

  Complaint: 19638938
  
  I am rejecting this response because:

  I was having two account and called for cancel for both account 

  They said its done I did not got email confirmation for my another account but they confirmed over phone 

  That both account cancelled so I ask them to remove phone number. If account active why they did not told me 

  There is still one account active if you I remove they will dispatch police for any alarm triggered.

  Send me my phone recording that explain that I called to cancel both account and they said its done

  Also need detail about when I ask to remove my contact they did not told still I have account active.

  If they told me I take action to confirm or keep active phone number.

  If they keep active account even after ask to cancel is not my fault. Also payment was not done because I

  Cancelled my account.

  Also import is that what there is so many false alarm and u did not received any email or call from them

  Regarding this issue. If I do not get informed or any email how I can know that your alarm company keep calling to

  *************************** for dispatch.

  Once I called they said  both account cancelled and they did only one and keep active one without reason.

  Only I came to know from mail in mailbox from ***************************. I called them they clearly said ************* is responsible to pay

  200$ for this kind of issue.

  When I came to know there was 5-6 false alarm and I did not got any email or phone from DFW SECURITY dont understand why they keep active account even after confirmed over phone. They removed my information from account without confirmation or informed that I have one account active.

  DFW security is responsible for this false alarm charges 
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 04/11/2023

  As previously mentioned, I understand your frustration and apologize for the misunderstanding. After reviewing the call recordings I feel we could have been more clear as to the dates of monitoring termination and the signed documents that were required. While I understand your anger at the situation, I believe your hostile approach could have contributed to the lack of clear communication on our part. That being said, as a gesture of good faith and because we value customer satisfaction, I am willing to reimburse you for the false alarm fine. Please forward your bill from city to ******************************* or upload it here and I will get it taken care of. We do appreciate your business and are sorry to have lost you as a customer.

• Initial Complaint

  Date:12/19/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I called to cancel service since My 3 year term had ended. I was not aware that this company auto renews your contract (which makes no sense, as they did nothing to earn that contract and they did not verbally inform me at the time I signed that this would occur). They informed me the best they could offer was to cancel at the end of the new 1 year term. I already signed up with a new service and paid for that equipment, DFW Security failed me previously as their motion detectors were mounted in a position that did not pick up people entering through the front door consistently, so when I had a break in the alarm did not go off.

  Customer Answer

  Date: 12/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:11/15/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  DFW Security installed equipment they had us finance. It could be paid in full or paid off in 5 years. Day 1 the equipment did not work properly. They spent 6 or 7 hours installing. They came out a second time to fix the problem. Still not working properly. We are fed up with their excuses. Its a software problem, your house is shifting, we can try this. We told them to come remove their equipment and cancel the contract. They refused, saying we signed an agreement and had to pay for the equipment (and they would keep working on a solution) Each time they come out we have to clean up a mess they make. We would like to just be done with them. They say OK, but you still have to pay and keep the equipment.

  

  Business Response

  Date: 11/18/2022

  We sincerely apologize for the inconvenience this has caused you. As you know, we ran into a strange issue and were unable to find an acceptable solution. Unfortunately, since the original technician did not follow the proper procedures to immediately enlist the help of a senior technician, you understandably ran out of patience and didnt want to give us another chance.

  
  In order to make this right, we are working with the finance company to allow us to pay the loan off for you, and we have reached out to schedule a time with you to uninstall the equipment from your home. Again, I apologize for your trouble, and we hope to have this resolved soon.

  
  In addition, we have rectified the situation internally so that it will not happen again. Thank you for bringing it to our attention.