[redacted] Residence. After researching the complaint we have determined that the final invoices will be credited and the customer will have no further obligations to Vector Security.
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.
Regards,
[redacted]
Customers account did not auto renew. Customer is still under terms of original agreement dated May 24, 2011 for 5 yrs. His contract term isn't over until May, 2016.
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.
Regards,
[redacted]
Customer signed a 5 year agreement back on 6/12/2012 agreeing to the terms of $52.99 for 60 months. [redacted], the authorized Vector Dealer that sold and installed the system conducted two QA calls with the customer, one before and one after the installation. At the time of both calls the...
customer's wife was recorded on both calls agreeing to those terms. We are holding the customer to the signed terms of the agreement and the final payment. With regards to service the customers system was set up with a monthly auto test that would send in a communications signal to our central station every month. We actually ended up setting it up for every other day and received those reports without interruption. So as far as Vector knowing if they were any issues, it reported none. The customer never called for service.
Customer signed a 5 year agreement on 5/13/2014 agreeing to pay Vector Security $49.95 per month for a total of $2,997.00. Vector Security made a substantial investment in the sale and installation of the security system. Vector Security has a company policy regarding Military PCS Orders...
that states the following:-If you own the home where the security system is installed, have sold this home and can show written proof of the sales agreement on your home along with a copy of your recent PCS Orders that require your relocation, we will honor your request to end services and the remaining commitment on your contract.-If you own your home and plan on keeping the home or use it as a rental property, the original contract term and commitment will stay in place and you will be required to fulfill the terms of your contract.-Contracts with Vector Security are not subject to the Service Member Civil Relief Act (SCRA). An alarm contract does not fall under the definition of an installment contract defined within the SCRA. The SCRA does not provide the ability to terminate your contract with Vector Security.Customer will be held to the terms of the contract.
Mrs [redacted] was offered a one hundred dollar referral credit for her tenants home that was approved by the Residential Sales Manager. Regarding the break in at her tenants home. This event occurred within the grace period time. This information is explained to the person operating the system at time...
of sales as well as time of install. This grace period is to ensure that the operator understand how to use the system. In the chance of a false alarm during this time period there is no dispatch for alarms. Regarding the service issue. [redacted] states in emails as well as conversations over the phone that the service technician removed the battery and left it on the table and then told her it was in the system and needed charged. However in previous conversations she stated that it was already removed prior to the service technicians arrivals. The only way this could gave occurred is if someone else had already removed it. She was offered a credit for one month of free monitoring because of this issue to attempt to make her happy. However, at no point was she offered an addition one hundred dollar credit. gift card or three months of free monitoring because of any of the issue that she claims she has had. She has also changed her story regarding what she has offered may times as well. We have done more than enough to accommodate the concerns of Mrs. [redacted]. Since she has sent this complaint she has called our office stating that she wants out of collections and her system turned back on. She states all she wants to do is be a good customer. However, her emails that were sent state that she wants to pay her bill and cancel. I hope this information clears things up. Thank you
Customer was advised on 12/12/2014 that they needed to send in written request to cancel. Vector never received cancellation request. On 12/17/14 we called and left a message with no response. On 12/20/14, we called again and left message with no response. On 1/23/15 we...
called and spoke with Ms. and gave her the info to send cancel request. Again, Vector never received cancel letter. Do to liability issues, Vector cannot terminate account without a written request so we continued to monitor and bill account. No refund will be issued.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
We sent letter to Vector requesting service be cancelled. We no longer have copy of letter and Vector claims that they did not receive it.
As security system operating via a phone line connection, Vector was aware that service was no longer being provided. "No signal" pings were being transmitted back to them. They made no attempt to contact us to advise that the termination letter was not received or to correct the "lost signal" - they just continued to take our money.
The verbal cancellation and the confirmation of "no signal" should supersede the missing termination letter.Regards,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.please show me in the contract where it states they will terminate the contract if I am on official orders and sell my home, but not if I am on official orders and rent my home out because I could not sell it. I have never dealt with a company unwilling to support a military service members move and make a compromise. You are losing a customer for life and someone that will spread word of this around the entire Fort Gordon community. I have also drafted letters to congressmen and senators in my home state of Florida and the Companies state of Pennsylvania. Would like the complaint to be unresolved and remain on their record if the same response is given.
Regards,
[redacted]
As stated previously, customer just needs to call to finalize the cancellation and send in a written cancellation request. We can then process the account for cancellation.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below They company is not telling the truth. The equipment was already installed in the house when I purchased it. They did not call and have a detailed conversation with me. They sent me one letter in which they said they would be having someone contact me to remove their equipment. Now you can see why I had to write to you for help. All the company does is threaten. It was only when the claims company call that I was told the company refused to cancel my contract. I wish someone from the company had been the upfront and honest.
Regards,
[redacted]
Customer signed 3 year agreement on 9/6/2013. Vector received cancellation letter on 10/6/2013 after the auto renewal clause in the agreement took place. Customer is being held to the renewal terms of the agreement.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Vector wants to charge me money to release the code for an alarm system that I own. Fortunately I was able to obtain the code to reprogram the alarm from somewhere else, but this was an obvious shakedown attempt by a shady company trying to hold our alarm system hostage. I would never recommend Vector Security to anyone and will make sure to share my experience with everyone who asks me for alarm monitoring recommendations.
Regards,
Pascal Patin
Vectors policy regarding PCS orders as follows: If a customer has PCS orders and sells their home, we will relieve them from the remainder of the contract terms. If they do not sell their home, we will hold them to the terms of the agreement. Vector should not suffer the financial...
loss if the customer still owns their home. Customer is held to the terms of the agreement.
[redacted] Residence. After researching the complaint we have determined that the final invoices will be credited and the customer will have no further obligations to Vector Security.
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.
Regards,
[redacted]
Customers account did not auto renew. Customer is still under terms of original agreement dated May 24, 2011 for 5 yrs. His contract term isn't over until May, 2016.
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.
Regards,
[redacted]
Customer signed a 5 year agreement back on 6/12/2012 agreeing to the terms of $52.99 for 60 months. [redacted], the authorized Vector Dealer that sold and installed the system conducted two QA calls with the customer, one before and one after the installation. At the time of both calls the...
customer's wife was recorded on both calls agreeing to those terms. We are holding the customer to the signed terms of the agreement and the final payment. With regards to service the customers system was set up with a monthly auto test that would send in a communications signal to our central station every month. We actually ended up setting it up for every other day and received those reports without interruption. So as far as Vector knowing if they were any issues, it reported none. The customer never called for service.
Customer signed a 5 year agreement on 5/13/2014 agreeing to pay Vector Security $49.95 per month for a total of $2,997.00. Vector Security made a substantial investment in the sale and installation of the security system. Vector Security has a company policy regarding Military PCS Orders...
that states the following:-If you own the home where the security system is installed, have sold this home and can show written proof of the sales agreement on your home along with a copy of your recent PCS Orders that require your relocation, we will honor your request to end services and the remaining commitment on your contract.-If you own your home and plan on keeping the home or use it as a rental property, the original contract term and commitment will stay in place and you will be required to fulfill the terms of your contract.-Contracts with Vector Security are not subject to the Service Member Civil Relief Act (SCRA). An alarm contract does not fall under the definition of an installment contract defined within the SCRA. The SCRA does not provide the ability to terminate your contract with Vector Security.Customer will be held to the terms of the contract.
This complaint has been taken care of. Customer was released from the contract.
Mrs [redacted] was offered a one hundred dollar referral credit for her tenants home that was approved by the Residential Sales Manager. Regarding the break in at her tenants home. This event occurred within the grace period time. This information is explained to the person operating the system at time...
of sales as well as time of install. This grace period is to ensure that the operator understand how to use the system. In the chance of a false alarm during this time period there is no dispatch for alarms. Regarding the service issue. [redacted] states in emails as well as conversations over the phone that the service technician removed the battery and left it on the table and then told her it was in the system and needed charged. However in previous conversations she stated that it was already removed prior to the service technicians arrivals. The only way this could gave occurred is if someone else had already removed it. She was offered a credit for one month of free monitoring because of this issue to attempt to make her happy. However, at no point was she offered an addition one hundred dollar credit. gift card or three months of free monitoring because of any of the issue that she claims she has had. She has also changed her story regarding what she has offered may times as well. We have done more than enough to accommodate the concerns of Mrs. [redacted]. Since she has sent this complaint she has called our office stating that she wants out of collections and her system turned back on. She states all she wants to do is be a good customer. However, her emails that were sent state that she wants to pay her bill and cancel. I hope this information clears things up. Thank you
Customer was advised on 12/12/2014 that they needed to send in written request to cancel. Vector never received cancellation request. On 12/17/14 we called and left a message with no response. On 12/20/14, we called again and left message with no response. On 1/23/15 we...
called and spoke with Ms. and gave her the info to send cancel request. Again, Vector never received cancel letter. Do to liability issues, Vector cannot terminate account without a written request so we continued to monitor and bill account. No refund will be issued.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
We sent letter to Vector requesting service be cancelled. We no longer have copy of letter and Vector claims that they did not receive it.
As security system operating via a phone line connection, Vector was aware that service was no longer being provided. "No signal" pings were being transmitted back to them. They made no attempt to contact us to advise that the termination letter was not received or to correct the "lost signal" - they just continued to take our money.
The verbal cancellation and the confirmation of "no signal" should supersede the missing termination letter.Regards,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.please show me in the contract where it states they will terminate the contract if I am on official orders and sell my home, but not if I am on official orders and rent my home out because I could not sell it. I have never dealt with a company unwilling to support a military service members move and make a compromise. You are losing a customer for life and someone that will spread word of this around the entire Fort Gordon community. I have also drafted letters to congressmen and senators in my home state of Florida and the Companies state of Pennsylvania. Would like the complaint to be unresolved and remain on their record if the same response is given.
Regards,
[redacted]
As stated previously, customer just needs to call to finalize the cancellation and send in a written cancellation request. We can then process the account for cancellation.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below They company is not telling the truth. The equipment was already installed in the house when I purchased it. They did not call and have a detailed conversation with me. They sent me one letter in which they said they would be having someone contact me to remove their equipment. Now you can see why I had to write to you for help. All the company does is threaten. It was only when the claims company call that I was told the company refused to cancel my contract. I wish someone from the company had been the upfront and honest.
Regards,
[redacted]
Customer signed 3 year agreement on 9/6/2013. Vector received cancellation letter on 10/6/2013 after the auto renewal clause in the agreement took place. Customer is being held to the renewal terms of the agreement.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Vector wants to charge me money to release the code for an alarm system that I own. Fortunately I was able to obtain the code to reprogram the alarm from somewhere else, but this was an obvious shakedown attempt by a shady company trying to hold our alarm system hostage. I would never recommend Vector Security to anyone and will make sure to share my experience with everyone who asks me for alarm monitoring recommendations.
Regards,
Pascal Patin
Vectors policy regarding PCS orders as follows: If a customer has PCS orders and sells their home, we will relieve them from the remainder of the contract terms. If they do not sell their home, we will hold them to the terms of the agreement. Vector should not suffer the financial...
loss if the customer still owns their home. Customer is held to the terms of the agreement.
Vector is terminating the account and waiving any final bill.