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:04/01/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 Aug 18th 2024 **** (owner) came to my place of business to pitch their services. After some negotiating on the price of the alarm monitoring and the system which included cameras, I agreed to pay a monthly price of $200 to Diamond Alarm. I was told that the security system would be installed in a few days. Later that week the elderly parents of **** showed up to install the alarm system and door sensors. While *** (dad) was installing the system the mom was doing paperwork at my front counter. I was asked for my *** and declined to share it because I was in the middle of buying a home and was specifically instructed to not engage in any new credit. The mom called the office and ****** (co-owner) instructed her to tell me that there would be no hard credit pull. The *** was only needed to ensure I could make payments much like the power company does. I gave them my SSN. Fast forward and I am obligated to a 4 year non-cancelable equipment lease agreement with a third party with a reported loan amount of over $9000. I am also being penalized for not carrying additional insurance to cover the system. I informed the lease company that I never saw any lease agreement and I never signed one and was told by ************ that I signed the contract where it stipulated the terms. I looked closer at the contract that I was mailed and found that the signatures were not mine. They were not electronically signed as they are all unique and most definitely not my signature. I never signed the contract and Diamond Alarm denies that they signed it fraudulently. I reported it to my local police department and they took it as far as they could. The Hollands stated to the detective that I signed the document. I am looking forward to the day that this lie is brought out for all to see.

• Initial Complaint

  Date:09/19/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Hi, I purchased an alarm system from ****** ******* from Diamond Alarm System. I was told I would get the latest cameras that would be hardwired to my home; when the installer came out, he stated he would have to drill holes in my ceiling and hardwood floors, which I couldn't agree to the damage to my home; nor was this disclosed in the process of purchasing the cameras. ****** said she would send a wireless camera. She sent me a box of cameras that I had to install myself. The price online is around ****** from Best Buy. I paid $5000 for a whole security system I didn't get. I went back and forth with her until she blocked me from the business line, cell phone, and social media. When I purchased the system, she knew I would be moving to SC and stated that it wasn't a problem and that they could install it at my new house. After months of contact, one came to hook up the monitors, and I have yet to receive the cameras I paid for. This has caused me significant inconvenience and I am seeking a full refund. I tried to call Diamond Alarm, but it was busy. This is a family-run security company, not a legitimate security company. I have attached the whole conversation from ******** Messenger.

  Business Response

  Date: 09/22/2024

  First off. When she called and bought the system things were fine. Installed the security system part of her system. Then sent the camera installer out to install the hardwired camera system we sale!!!  She knew It was hardwired. Its the best and we only like using the best equipment we can. 
  Anyway he proceeded to install the system and she let him know that she would be moving most likely in the next 2 months or so. So she didnt want the hardwired system now installed. Thought the wireless system would be best for her situation. We dont really do those types of systems so we purchased New Retail wireless cams for her to use. Thats what she wanted!!  Thats what she got. But hold up. It gets better. 

  She wanted the system mailed to her. She did decide to move to **. Like hours away. 
  So now not only did we install a new security system in her new home hours away from the office and ate the one at her old house. 
  Anyway. Now she wanted her cams installed. So after going back and forth with her we decided we would find a camera installer in her area and do the hardwired system for her like we originally set out to do. But!!!  We need the other system back. So we can get our money back to pay someone else to install the system. 
  That wasnt good enough for her. 
  So thats where it ended. 
  

  But she didnt pay $5000 for just cameras. She has a monitored security system as well. 
  Thats where the majority of the money is. 
  Thank you. 
  

  Customer Answer

  Date: 09/22/2024

   
  I am rejecting this response because:

  I tried for months to contact this company.  I was blocked from all means of contact. Phone and social media where we communicated to purchase the system.  

   

  I was never told to mail anything back so I could get the cameras I purchased or I would have. 

  I'm requesting a full refund because it was over promised and not delivered. The contract i didn't even sign, that I don't have a copy of or I would have attached is close to $5000.

   

  I even told ****** I would prefer to wait until I move but she said none of this would be a problem and it is. 

   

  You can even hear the aggressive nature in the companies response.  If I don't get a resolution here I will be contacting the ************************** and the **** for deceptive practices on Diamond Alarms practices.  

   

  Thanks

   

  ***** Huffman 

  
  

• Initial Complaint

  Date:09/03/2024

  Type:Order 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.

  Over the of 5 yrs we paid over 6 grand because of the contract was not honore system broke. We went with another alarm company that was buying us of the contract to ******* they would not send us contract several.attempts to get the contract simply emailed. Because this the other company wont honor the sale of contract.so has costed us the ******* and not honoring the contract by repairing the alarm

  Business Response

  Date: 09/03/2024

  This customer was with a company out of ************** called Security Connections. When they went out of business several years ago the company that did there financing was ****************** Diamond Alarm is also a Timepay customer, so Timepay reached out to us about some of there past customers from Security Connection. So we have installed new equipment and made sure the customers they sent to us were being monitored for there money they have been paying. Hope this makes sense. We would service them if they need it. We have an office in there town. Honestly we havent heard from this customer before. 
  please let me know if you need anything further from us. 
  Thank You. 

• Initial Complaint

  Date:12/19/2023

  Type:Product 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.

  On June 19, 2023 I informed *************************** that one of my security cameras night vision wasnt working properly and I also informed her that I was getting no signal to my monitor. She offered a few obvious solutions then asked me to contact **** and gave me his number. *** continued to try and communicate with **** and even did troubleshooting via phone. He was ordering a new dvr. I still dont have a working security system since June 19 (its now December 19) and Ive been paying $85 a month.I would like a refund of $540 for the 6 months Ive been without a working system and a replacement dvr to receive the service Im paying for.

  Business Response

  Date: 01/04/2024

  Yes. We have had the part to fix her camera but she has got to be home to allow us access to fix it. We have tried numerous times and she cant seem to make the time. In fact we will theres nothing actually wrong with her system and she is using this as a way out of her agreement. We will reach out one last time and see if she would like to make time to have a technician come by. The Alarm system is working fine. Let me know if you need anything further. 

  Thank you. 

  *********************;

  Customer Answer

  Date: 01/04/2024

   
  I am rejecting this response because:
  
  I have given numerous opportunities for someone to be at my home. My retired mother in law lives 2 houses down and is available most days. *** never received a response about when someone can come except for once and when I got back with the technician I was ignored. Please see screen shots of conversation. I do not want out of my contract as its close to being over. I want a product working as promiseda tv monitor that works. I do not want to pay for a system not 100% working. *** also had a bad camera during night vision which Ive cleaned per their advice AND screenshots afterwards still showing a non working camera. 
  

  They have sold a product and have zero customer service or support. I did all the troubleshooting myself because the technician didnt want to drive to my location. 
  

  A solution is a working system and 7 months off of my contract or a working system and partial refund for the 7 months Ive went without a 100% working system. 

  
  

  Business Response

  Date: 01/12/2024

  I have no issue getting her some credit for service. But I cant do a refund because were not the ones getting the money. That would be ************* We are willing to make a service happen and a credit for service she may feel like she didnt have, keep in mind the Security System has been working fine and all the cams as well. But again. I can get the service completed. Let us know. 

   

  Thank you. 

  *********************;

  Customer Answer

  Date: 01/12/2024

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

  Please reach out to my mother in law for a good time to replace the dvr system. She is available every day during the week. Her number is ************.
  

  The front of the house camera (on the far right when looking at the house) does not work at night and I have cleaned it. 

  How will I receive credit? Is there anything I need to do such as speak with ***********? 
  

  ****

  
  Thank you. 

  
  

  Customer Answer

  Date: 01/12/2024

   
  I am rejecting this response because:
  

  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  

  Please reach out to my mother in law for a good time to replace the dvr system. She is available every day during the week. Her number is ************.
  

  The front of the house camera (on the far right when looking at the house) does not work at night and I have cleaned it. 

  How will I receive credit? Is there anything I need to do such as speak with ***********? 
  

  ****

  
  Thank you.