Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, Dear Sir/Madam I was unable to download your attachment from the internet but I did receive a CC: of the letter from Vector Security, I hope it is the same Letter because I don't thrush that companyI did sign a contract for three years with Vector Security but I was not aware of the extension on the end of the contract However, according to the letter I received from Vector Security the system that I have would not work work their new systemSee Vector Security paragraph Four which states, (we are not able to reinstate his account knowing that his system has been changes to another monitoring provider as we would be unable to monitor the system.) If I had continued paying the premiums I could not have gotten the service I was paying forThe company said nothing to me at any time about updating my present system until I requested a cancellation I requested several times to speak with a supervisor about this problem and always deniedThe company states they attempted on two occasions to contact me by phone, if I had gotten one of these call I would have responded, if a call were made To donate $to Vector Security for work they is not intended to do, don't appear reasonableI told Vector Security that I would pay $a month thought April 17, to satisfy a full year but the monitoring service have to be continue, this is the same agreement we hadI cannot see signing with Vector Security for three more, I am over years old at present and don't think I will remember after another three years passIt appears that Vector Security would own me for life and I cannot agree to a life contract No I cannot agree to Vector Security letter, I look forward to hearing from you
Please accept this as our response to Revdex.com Case# [redacted] submitted by [redacted] "Arial","sans-serif""> Vector Security, along with the majority of companies in the security industry, does not attempt to contact customers for AC Power Failures when the panel is still communicating with the Central StationA customer would be called if/when the battery backup fails or if a communication failure signal is received as a result of the AC Power FailureIn that event, the customer would be contacted to schedule a technician to visit the customer’s home to resolve any panel issues Mr [redacted] called on August 13th to advise that he would be on vacation from August 14th through August 21stThe account was noted to dispatch on any alarms received and to follow standard operating guidelines for any trouble alarmsOur company received an AC Power Failure alert on August 15th; however the panel was still communicating and the house was still being monitored using the panel’s backup batterySince the backup battery did not fail and there was no communication failure, we followed our standard operating guidelines and did not call to advise the house lost power Mr [redacted] ’s call into our Central Station was pulled and reviewedThe dispatcher did clarify that we would dispatch on all alarms and to follow the standard operating guidelines if any trouble signals were receivedMr [redacted] also advised that his son would be returning between 6:00pm August 19th and 10:00am August 20th and that if his son was to set off the alarm that we were to call Mr [redacted] before dispatching A manager spoke with Mr [redacted] on August 22nd to discuss the difference between an alarm in which the Police would be dispatched and the procedure for a trouble signalThe resolution of the call was that we have noted to contact customer on all trouble signals going forward We look forward to your prompt resolution of this caseA copy of this letter has been sent to the customer
Please accept this as our response to Revdex.com Case# [redacted] submitted by [redacted] "Arial","sans-serif""> The installer code Mr [redacted] is referring to is a company specific code used to program panelsIt is a standard in the security industry that companies will not provide this code to anyone for any reasonThis is not done to keep a customer locked out of their system, but instead it is done for security reasons as well as programming reasonsBy signing a contract with Vector Security, he allowed us to program the panel as needed to provide him monitoring services which includes programming the installer code We would certainly like to keep Mr [redacted] as a customer and would like to discuss what we can do for him to retain his businessAfter receiving this complaint, we contacted Mr [redacted] to explain this to him and to apologize for any confusion or frustration he may have experiencedHe informed us that he wishes to cancel his account and that he has already taken down our equipment If he chooses to cancel his account, he will need to provide a written notice of that request per Term of his agreementWe have emailed him a basic cancellation notice that he can use if he wishes, but he has informed us that he has no intention of sending in a cancellation noticeBoth the monitoring and billing on his account will remain active until the cancellation notice is receivedIf the notice is not receive and the billing falls past due, his account will be terminated and forwarded to an outside collection agencyThe notice can be mailed to [redacted] or emailed to [redacted] Once received, his account will be cancelled We look forward to your prompt resolution of this caseA copy of this letter has been sent to the customer
Please accept this as our response to Revdex.com Case# [redacted] submitted by [redacted] [redacted] called requesting cancellation on July 29, He stated that he could no longer afford the monthly paymentsA lower rate was offered to him however he declinedThe terms of his agreement were explained to him at this point and he was made aware that if he canceled before the end of his initial term, he would be responsible for the full remaining balance [redacted] signed a sixty month contract with Vector Security on June 8, The contract states under Term 3, “For services, the initial term of this Agreement is five (5) years commencing on the day service begins, and will automatically continue for successive one (1) year terms unless canceled by either of us in writing at least thirty (30) days before the end of the initial term or any renewal term” Term states “If you fail to make any payment when due, or demand termination of the Agreement prior to the end of the initial term or any renewal term, we may discontinue installation, monitoring and services, terminate this Agreement and recover all damages to which we are entitled including, without limitation, the value of the work performed and the amount due to us for the unexpired term of the Agreement, including loss of profits” It was also explained to [redacted] that we do require a cancelation notice, which we received from him on July 31, In this letter he states that the sales representative told him he could be released from the contract term with no penaltyThe sales consultant [redacted] worked with is not employed with Vector Security, IncHe is employed with [redacted] ***, a former Authorized Dealer for Vector Security, IncAs an Authorized Dealer, [redacted] had partnered with Vector Security, Incfor the summer months to sell and install security systems After installation, Vector Security, Incassumes the contract and is responsible for the servicing and monitoring of your accountVector Security, Incis concerned about any complaint received regarding our Authorized Dealers, current or formerWe do not condone or authorize unethical sales practices and all complaints received are reviewed with the dealerHowever, Vector Security, Incis not responsible for the sales practices of our dealersDoing so would be similar to holding Ford responsible for the sales practices of a local dealership We spoke to [redacted] again on August 23, and he was again informed that he would be responsible for the contract balanceHis account was cancelled and the final bill mailed on September 5, On December 19, 2013, once the balance reached days past due, it was sent to an outside collection agency for non-paymentTerm of the contract [redacted] signed also states “You also agree to pay for any and all collection agency fees, attorney’s fees and related costs, whenever this matter is referred to collection and whether or not a suit is filed” We would like to offer to reinstate [redacted] services under his existing contract termsWe would begin the monitoring again on his account and he would continue to pay the monthly rateIn order to do this however he would be responsible for paying the collection fee directly to the collection agencyOnce paid, we would mail him the necessary paperwork to reinstate his servicesIf [redacted] does not wish to accept our offer, his account will remain closed due to non-payment and he would need to contact our collection agency, [redacted] and [redacted] , directly to discuss payment arrangementsThey can be reached at [redacted] We look forward to your prompt resolution of this caseA copy of this letter has been sent to the customer
Ref: Revdex.com Case # [redacted] Dear Revdex.com: Please accept this as our response to Revdex.com Case# [redacted] submitted by [redacted] [redacted] [redacted] signed a three year contract with Vector Security on May 17, The contract states under Term “For services, the initial term of this Agreement is three (3) years commencing on the day service begins, and will automatically continue for successive one (1) year terms unless canceled by either of us in writing at least thirty (30) days before the end of the initial term or any renewal term” *** [redacted] states that Vector Security should have some responsibility in informing our customers that their contract is coming to its renewal periodGiven that the contract states the terms of the agreement and that [redacted] did agree to these terms by signing the contract, we find that he was properly notifiedAll Vector Security contracts also include a three day cancellation period (from the date of the contract) which allows the customer to read over the entire contract and cancel without obligation if there are terms he does not agree to [redacted] did not notify us within the allotted three day period that he did not agree with the automatic renewal termHowever as a courtesy, Vector Security does contact a large number of our customers when their initial contract term is completeOur Retention Department attempted to contact [redacted] regarding his renewal period and left voicemails on June 14, and June 20, He did not return the calls On September 19, 2014, [redacted] contacted our office to cancel his account because he signed with a different monitoring companyWe offered several promotions we had available at that time but he declined allThe contract terms were explained to him and he was made aware that we do require a written noticeHe was also informed that once the cancel notice is received the account would be canceled and the final bill for the remaining months left on his agreement will be mailed to himWe received his cancellation notice on September 22, 2014, the account was cancelled on October 8, 2014, and the final bill of $(seven months times the monthly rate of $44.99) was mailed the same day *** [redacted] contacts our office again on October 14, We advised him that the account had been canceled and that the final bill had been mailedEven though we discussed the contract terms with him on September 19th, he stated that he was not aware that the contract automatically renewed so the representative went over the terms with him againHe stated that he wanted to reinstate his account until the end of the contract termThe representative explained she would need to seek approval for this reinstateShe called Mr [redacted] back on October 17th and explained that we cannot reinstate his account without a new three year contract [redacted] provided written notification of his request to cancel his contract so in order to reactivate his account we would need a new contractAlso, we are not able to reinstate his account knowing that his system has been changed to another monitoring provider as we would be unable to monitor the system As explained during a conversation with [redacted] on October 20, 2014, we can reinstate his account with an upgraded panel that would allow the system to communicate with our monitoring centerThis would include free installation of the new equipment and a new three year contract termIf he chooses to continue with the cancellation, we stand by our decision that he is responsible for the contract balanceAs a courtesy, we will allow him to pay his final bill in four equal payments We look forward to your prompt resolution of this caseA copy of this letter has been sent to the customer Sincerely,
Please accept this as our response to Revdex.com Case# [redacted] submitted by [redacted] [redacted] signed a five year contract with Vector Security, Incon July 23, She states that her sales representative misrepresented the contract termsThe sales consultant [redacted] worked with is not employed with Vector Security, IncHe is employed with [redacted] ***, a former Authorized Dealer for Vector Security, IncAs an Authorized Dealer, [redacted] had partnered with Vector Security, Incfor the summer months to sell and install security systemsAfter installation, Vector Security, Incassumes the contract and is responsible for the servicing and monitoring of your accountVector Security, Incis concerned about any complaint received regarding our Authorized Dealers, current or formerWe do not condone or authorize unethical sales practices and all complaints received are reviewed with the dealerHowever, Vector Security, Incis not responsible for the sales practices of our dealersDoing so would be similar to holding Ford responsible for the sales practices of a local dealership The contract states in bold type under Term 3, “For services, the initial term of this Agreement is five (5) years commencing on the day service begins, and will automatically continue for successive one (1) year terms unless canceled by either of us in writing at least thirty (30) days before the end of the initial term or any renewal term”The contract also states under Term 14, “If you fail to make any payment when due, or demand termination of the Agreement prior to the end of the initial term or any renewal term, we may discontinue installation, monitoring and services, terminate this Agreement and recover all damages to which we are entitled including, without limitation, the value of the work performed and the amount due to us for the unexpired term of the Agreement” [redacted] also completed a recorded Question and Answer survey via telephone after the contract was signed to ensure that she understood the terms of the agreementDuring this conversation, she agreed that she understood the contract term is for five years [redacted] also states that we have never provided her with monitoring serviceAt the time the system was installed, the technician tested the system and our monitoring center did receive signalsFrom the time the system was installed until July 2012, we received a monthly automatic test from the systemWe also responded to alarm activations on several occasions during this time periodWhen we did not receive this test signal in July 2012, we attempted to contact [redacted] to notify her of the missed signal and to attempt to resolve the issueSince July 2012, we have attempted to contact her via telephone three times and have mailed five letters regarding this issueWe did not receive a response from herGiven that it is her responsibility to provide a working landline and to communicate to us if she makes any changes to her system; we feel that we have given more than adequate notice of the lack of communication Regarding [redacted] claim that the installation technician damaged her walls, she also did not notify us of thisHowever, another recorded Question and Answer survey was completed via telephone after the system was installedDuring this, [redacted] was asked if the installation technician left her home clean and free of any debris, to which [redacted] said yes A representative from our Billing Department attempted to contact [redacted] on March 14, regarding mail we received returned from the post officeAt this time, she did notify us that she wished to cancel the account as she had moved out of this propertyShe explained that she does still own the property however she had to move in with a relativeShe also stated that she has been avoiding us for two years because the system has not workedThe representative offered to send a technician out to the home as a courtesy however [redacted] refusedThe contract terms were explained to her including the final bill amount and that we require a written notice to cancel any accountShe requested to speak to a supervisor The supervisor spoke to [redacted] and explained the contract terms, the authorized dealer that she signed through, the need for a working telephone line for the system to communicate, and our attempts to contact herWe offered to upgrade the system at the current location so that we could monitor the home while it is vacant We offered to move the system to her new locationShe declined all of our offers and stated she is just going to cancel and pay the final billAgain, it was explained that she would need to send a cancellation notice with a handwritten signature and then the final bill would be mailedShe requested that we send her a cancel notice to sign and send back to her new address, which we didWe have not received [redacted] cancellation notice nor have we received any checks from her as she mentions We are unsure what [redacted] is referring to regarding being threatened and verbally abusedWe feel that we have provided more than sufficient attempts to contact regarding her services, explanation of her contract terms, and several offers to make changes to the account so she can continue using the servicesWe stand by our decision to hold [redacted] to her contract termIf she chooses to cancel, once we receive her cancellation notice the account will be canceled and the final bill mailedHowever, if she chooses to accept one of our offers, upgrade or move the system, we would be more than happy to discuss the procedures for these We look forward to your prompt resolution of this caseA copy of this letter has been sent to the customer
Dear Revdex.com: Please accept this as our response to Revdex.com Case# [redacted] submitted by [redacted] Only July 25, 2014, Mrs [redacted] spoke to our Service Department about a problem she was having with her systemWe attempted to assist her with bypassing a zone over the telephone however we were unable to do soWe explained that we would need to have a Certified Technician call her back to assist furtherMrs [redacted] stated that she wanted us to just cancel the monitoring for the time beingThe representative explained that we cannot disconnect the monitoring from our office and that in order to cancel her account she would need to speak with our Retention DepartmentShe stated to have a technician contact herThe information was forwarded to one of our in-field technicians We did not receive a monthly automatic test from their system on August 17, and the next day a representative left a voicemail on the customer's home telephone number regarding thisWe also mailed a letter to notify that the system was not communicatingOn September 2, 2014, our Service Department Supervisor spoke with Mr [redacted] and offered a free service call for a technician to address the issueHe stated that he wanted to cancel and the information was passed to our Retention DepartmentA Retention representative spoke to him and offered an upgraded systemHe stated he was thinking about buying a "do-it-yourself" security system but would speak to his wife about the options and call backWe did not hear from them again until October 2, when Mrs [redacted] contacted us again stating she did not want to upgrade and to cancelWe discussed that we do require a cancellation notice and that we would credit off the open invoice on her account once the notice was receivedWe e-mailed her a basic cancellation notice which we received back signed on October 6, As of today, the account has been cancelledWe will not be able to refund and monies to the customer as we did not receive the cancellation notice until October; however the open invoices for the months of October and November have been creditedThe account is showing as closed and paid in full We look forward to your prompt resolution of this caseA copy of this letter has been sent to the customer Sincerely, [redacted]
Customer signed a three (3) year agreement on March 20, 2010. Line 3 of the contract states the following: TERM: For services, the initial term of this agreement is three (3) years commencing on the day services begin, and will automatically continue for successive one (1)... year terms unless cancelled by either of us in writing at least thirty (30) days before the end of the initial term or any renewal term. Customer stated in complaint they called in August, 2014 to cancel service, this is 4 months past the renewal date. Customer is being held to renewal terms and owes up until March, 2015 $288.06.
Pleaseaccept this as our response to Revdex.com Case# [redacted] submitted by [redacted] [redacted] signed a five year contract with Vector Security on April 14, Thecontract states in bold type “the initial term of the Agreement is five (5)years ”*** [redacted] agreed to this term when he signed the agreementThis wasalso verbally discussed with and agreed to by [redacted] during a recordedQuestion and Answer survey that was completed at the time the contract wassignedThe contract also states “It [the Agreement] may not be changed by anyoral statements made by any Vector representative, including authorizeddealer.” The sales consultant [redacted] workedwith is employed with [redacted] *** Afterinstallation, Vector Security, Incassumes the contract and is responsible forthe servicing and monitoring of accountVector Security, Incis concernedabout any complaint received regarding our Authorized Dealers, current or formerWe do not condone or authorize unethical sales practicesand all complaints received are reviewed with the dealerHowever, VectorSecurity, Incis not responsible for the sales practices of our dealers [redacted] did contact our office inJuly to cancel his account due to financial hardshipWe explained thathis initial contract term was for a period of five years however we alsooffered to lower his monthly rate by $He agreed to this and we mailedhim the necessary paperwork however he never sent it back signed so we wereunable to lower his rateWe stand by our decision to hold [redacted] responsible for the full term of his agreement because he did agree tothe term, Vector has in no way breached the terms of the agreement, and we haveattempt to assist him by offering to lower his rateWe look forward toyour prompt resolution of this caseA copy of this letter has been sent to thecustomer
Please accept this as our response to Revdex.com Case# [redacted] submitted by [redacted] On March 11, 2013, [redacted] signed a contract with Vector Security through an authorized dealer company, AVSX TechnologiesThe contract states “For services, the initial term of this Agreement is five (5) years commencing on the day services begin,”The contract also states “Do not sign this agreement before you read it” and “It may not be changed by any oral statements made by any Vector representative, including authorized dealer”Ms [redacted] is responsible for reading any legal documents before signing and should be held accountable if she failed to do soThe sales consultant and installer is employed with AVSX Technologies, Authorized Dealer for Vector Security, IncAfter installation, Vector Security, Incassumes the contract and is responsible for the servicing and monitoring of accountVector Security, Incis concerned about any complaint received regarding our Authorized DealersWe do not condone or authorize unethical sales practices and all complaints received are reviewed with the dealerHowever, Vector Security, Incis not responsible for the sales practices of our dealersMs [redacted] account has been cancelled and we have received payment for the contract termThe account is showing as closed and paid in fullWe look forward to your prompt resolution of this caseA copy of this letter has been sent to the customer
Please accept this asour response to Revdex.com Case# [redacted] submitted by [redacted] [redacted] contactedour office on October 27, regarding cancelling his accountHe wasinformed that in order to cancel, we do require a cancellation notice with hishandwritten signatureWe received a voicemail on December 27, andreturned [redacted] ’s call on December 29, In that voicemail, weexplained that his account is still active because we have not received thecancellation notice yet [redacted] signed acontract with Vector Security on April 3, Term of this contract statesthat the agreement will continue until “either party gives to the other atleast thirty (30) days written notice, prior to the expiration date, of intentionto terminate this Agreement”We have yet to receive a written notice from Mr[redacted] despite giving him instructions twice Once we receive thecancellation notice with his handwritten signature, we will cancel thisaccountThe notice can be mailed to [redacted] or e-mailed to [email protected][redacted] will be responsible for all outstanding invoices that coverservices during the time that we have not received his notice We look forward to yourprompt resolution of this caseA copy of this letter has been sent to thecustomer
Ref: Revdex.com Case # ***
Dear Revdex.com:
Please accept this as our response to Revdex.com Case# *** submitted by *** ***
*** *** signed a three year contract with Vector Security on May 17,
The
contract states under Term “For services, the initial term of this Agreement
is three (3) years commencing on the day service begins, and will automatically
continue for successive one (1) year terms unless canceled by either of us in
writing at least thirty (30) days before the end of the initial term or any
renewal term”
*** *** states that Vector Security should have some responsibility in
informing our customers that their contract is coming to its renewal periodGiven
that the contract states the terms of the agreement and that *** *** did
agree to these terms by signing the contract, we find that he was properly
notifiedAll Vector Security contracts also include a three day cancellation
period (from the date of the contract) which allows the customer to read over
the entire contract and cancel without obligation if there are terms he does
not agree to*** *** did not notify us within the allotted three day
period that he did not agree with the automatic renewal termHowever as a
courtesy, Vector Security does contact a large number of our customers when
their initial contract term is completeOur Retention Department attempted to
contact *** *** regarding his renewal period and left voicemails on June 14,
and June 20, He did not return the calls
On September 19, 2014, *** *** contacted our office to cancel his account
because he signed with a different monitoring companyWe offered several
promotions we had available at that time but he declined allThe contract
terms were explained to him and he was made aware that we do require a written
noticeHe was also informed that once the cancel notice is received the
account would be canceled and the final bill for the remaining months left on
his agreement will be mailed to himWe received his cancellation notice on
September 22, 2014, the account was cancelled on October 8, 2014, and the final
bill of $(seven months times the monthly rate of $44.99) was mailed the
same day
*** *** contacts our office again on October 14, We advised him that the
account had been canceled and that the final bill had been mailedEven though
we discussed the contract terms with him on September 19th, he
stated that he was not aware that the contract automatically renewed so the
representative went over the terms with him againHe stated that he wanted to
reinstate his account until the end of the contract termThe representative
explained she would need to seek approval for this reinstateShe called Mr
*** back on October 17th and explained that we cannot reinstate
his account without a new three year contract*** *** provided written
notification of his request to cancel his contract so in order to reactivate
his account we would need a new contractAlso, we are not able to reinstate
his account knowing that his system has been changed to another monitoring
provider as we would be unable to monitor the system
As explained during a conversation with *** *** on October 20, 2014, we can
reinstate his account with an upgraded panel that would allow the system to
communicate with our monitoring centerThis would include free installation of
the new equipment and a new three year contract termIf he chooses to continue
with the cancellation, we stand by our decision that he is responsible for the
contract balanceAs a courtesy, we will allow him to pay his final bill in
four equal payments
We look forward to your prompt resolution of this caseA copy of this letter has
been sent to the customer
Sincerely,
Please
accept this as our response to Revdex.com Case# *** submitted by *** ***.We
would like to apologize for the delay in processing Mr***’s cancellation
requestIt has been received and we will process this cancellation
immediatelyThe outstanding balance on Mr
***’s account will also be
removedHis account will be closed and paid in fullAlso, the outstanding
balance has not been reported to any credit bureausWe
look forward to your prompt resolution of this caseA copy of this letter has
been sent to the customer
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
My account located at ** *** *** is “canceled” due to
the fact I did not renew it, as I explained to Vector’s representativesI wish
I had never had an account with Vector Security at ** *** *** *** **
***The account was cancelled effective the end of the contracted service, May
The reason for my cancellation is detailed in my complaint to the Central
Virginia Revdex.com, ID ***.I understand that I am responsible for the following checked
statements:I will receive a final bill for my outstanding balance of
$*I will not receive a final bill for any outstanding balances.I will receive a final bill for my contract term balance of
$*I will not receive a final bill for any contract term balance.I will allow my leased equipment to be removed from my home
by a vector Security technician and if I fail to do so, I will receive a final
bill for my equipment cost* I will not have my equipment removed from my house
Dear Revdex.com:
Please accept this as our response to Revdex.com Case#*** submitted by *** ***
Only July 25, 2014, Mrs*** spoke to our Service Department about a problem she was having with her systemWe attempted to assist her with bypassing a
zone over the telephone however we were unable to do soWe explained that we would need to have a Certified Technician call her back to assist furtherMrs*** stated that she wanted us to just cancel the monitoring for the time beingThe representative explained that we cannot disconnect the monitoring from our office and that in order to cancel her account she would need to speak with our Retention DepartmentShe stated to have a technician contact herThe information was forwarded to one of our in-field technicians.
We did not receive a monthly automatic test from their system on August 17, and the next day a representative left a voicemail on the customer's home telephone number regarding thisWe also mailed a letter to notify that the system was not communicatingOn September 2, 2014, our Service Department Supervisor spoke with Mr*** and offered a free service call for a technician to address the issueHe stated that he wanted to cancel and the information was passed to our Retention DepartmentA Retention representative spoke to him and offered an upgraded systemHe stated he was thinking about buying a "do-it-yourself" security system but would speak to his wife about the options and call backWe did not hear from them again until October 2, when Mrs*** contacted us again stating she did not want to upgrade and to cancelWe discussed that we do require a cancellation notice and that we would credit off the open invoice on her account once the notice was receivedWe e-mailed her a basic cancellation notice which we received back signed on October 6, 2014.
As of today, the account has been cancelledWe will not be able to refund and monies to the customer as we did not receive the cancellation notice until October; however the open invoices for the months of October and November have been creditedThe account is showing as closed and paid in full.
We look forward to your prompt resolution of this caseA copy of this letter has been sent to the customer
Sincerely,
*** ***
Please accept this as our response to Revdex.com Case# *** submitted by *** *** On July 14, 2011, *** *** signed a five year contract with Vector SecurityThe contract states under Term 9, “The system includes a communicator that sends signals to the Center over your
regular telephone service, Internet service, dedicated cellular service or long range radio…If your telephone is out of order, placed on vacation status or otherwise not working, signals cannot be transmitted and the Center and Vector will not know of the telephone service problem.” Ms*** chose to have her system communicate using her regular telephone serviceAs stated, if she was to cancel the telephone service her system would not be able to communicate In March 2012, we did not receive the monthly automatic test signal from Ms*** systemWe left a message and mailed four letters over several months to notify that the system was not communicatingWe did not hear back from Ms*** until May at which time we offered to send a technician to her home to inspect the systemThis is necessary as the system could not have been communicating for reasons other than the telephone service being cancelledWe offered to waive the charges for the service call however Ms*** refused to allow our technician to come to her home and stated she would just cancel her accountShe then spoke to a member of our management team who offered to have the technician inspect the system at no charge, offered to upgrade the system to communicate via cellular service so the telephone line is not needed, and offered a partial credit to her billingMs*** responded with profane and abusive language and eventually disconnected the callSince then, we have called two more times and mailed six more letters regarding the lack of communication from the system but have not received a response from MsPropst Since Ms*** did not fulfill her contractual obligations of keeping a working telephone service or allowing us access to the system to attempt to resolve the problem, we will not be refunding Ms*** any moneyIf she would like to upgrade her system to the cellular communication, we have two options availableWe will upgrade her panel and add the cellular communicator with a free installation, $increase in her monthly rate, and a new thirty-six month agreement; or upgrade the panel and add the cellular communicator with a $installation fee, $increase in her monthly rate, and she will remain under her current contract termsIf she chooses to cancel her account instead, she will need to send a written notice with her handwritten signature and she will be responsible for the remaining contract term We look forward to your prompt resolution of this caseA copy of this letter has been sent to the customer
Please accept this asour response to Revdex.com Case#*** submitted by *** *** *** *** contactedour office on October 27, regarding cancelling his accountHe wasinformed that in order to cancel, we do require a cancellation notice with hishandwritten signatureWe received a
voicemail on December 27, andreturned *** ***’s call on December 29, In that voicemail, weexplained that his account is still active because we have not received thecancellation notice yet *** *** signed acontract with Vector Security on April 3, Term of this contract statesthat the agreement will continue until “either party gives to the other atleast thirty (30) days written notice, prior to the expiration date, of intentionto terminate this Agreement”We have yet to receive a written notice from Mr.*** despite giving him instructions twice Once we receive thecancellation notice with his handwritten signature, we will cancel thisaccountThe notice can be mailed to *** ** *** *** *** *** *** **
*** *** ** *** or e-mailed to [email protected].*** *** will be responsible for all outstanding invoices that coverservices during the time that we have not received his notice We look forward to yourprompt resolution of this caseA copy of this letter has been sent to thecustomer
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,*** ***
I do not agree with VectorThey hire people to mislead you into thinking they have the power to override a contract and voice agreementOnce you listen to his "pitch" and you sign and they tell you not to worry that you are only agreeing to a one year contract then Vector hits you with a "we called and verbally told your husband years regardless of what the rep told you"They scare you, they hire 3rd party companies that they no longer employ, so they can trap you into a year agreement They wont even allow you a temp disconnect while you are doing remodeling of your homeWe will never recomend this company to anyone!
*** ** ***
*** ***
Pleaseaccept this as our response to Revdex.com Case# *** submitted by *** *** Asstated previously, *** *** signed a five year contract with VectorSecurityHe also agreed to these terms verbally on a recorded telephonesurveyIf for some reason *** *** neglected to read the contract beforesigning, he also had a period of three days after he signed to cancel thecontract without penaltyThese three days are given (among other reasons) sothe customer may have additional time to read and review the contract to ensurethe terms and conditions are agreeable and to allow a customer to change theirmindIf *** *** felt scared and/or trapped while discussing the contractwith the sales representative as *** *** refers to in her response, he hadthree days to cancelHowever, *** *** did not cancel during this three dayperiod Wecan also ensure that we do not hire any representatives with the intention ofthem “misleading” or “trapping” any customerAgain, the sales consultant *** *** worked with is employedwith *** *** *** former AuthorizedDealer for Vector Security, Inc., and we cannot be held responsible for thesales practices of our dealersDoing so would be similar to holding Fordresponsible for the sales practices of a local dealership. Regarding temporary disconnects, wedo not offer theseHowever, we do have alternative options available forcustomers undergoing home renovationsWhen MrsDaniel called on July 29, 2014requesting a temporary disconnect, we attempted to offer these options to herbut she stated she already powered down the system and to never mind therequestWe have been receiving signals from the system though, so the panelwas not powered downIf *** *** is still having renovations done, we wouldbe happy to discuss the options available We still stand by our decision tohold *** *** responsible for the full term of his agreement if he chooses tocancelWelook forward to your prompt resolution of this caseA copy of this letter hasbeen sent to the customer
Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, Dear Sir/Madam I was unable to download your attachment from the internet but I did receive a CC: of the letter from Vector Security, I hope it is the same Letter because I don't thrush that companyI did sign a contract for three years with Vector Security but I was not aware of the extension on the end of the contract However, according to the letter I received from Vector Security the system that I have would not work work their new systemSee Vector Security paragraph Four which states, (we are not able to reinstate his account knowing that his system has been changes to another monitoring provider as we would be unable to monitor the system.) If I had continued paying the premiums I could not have gotten the service I was paying forThe company said nothing to me at any time about updating my present system until I requested a cancellation I requested several times to speak with a supervisor about this problem and always deniedThe company states they attempted on two occasions to contact me by phone, if I had gotten one of these call I would have responded, if a call were made To donate $to Vector Security for work they is not intended to do, don't appear reasonableI told Vector Security that I would pay $a month thought April 17, to satisfy a full year but the monitoring service have to be continue, this is the same agreement we hadI cannot see signing with Vector Security for three more, I am over years old at present and don't think I will remember after another three years passIt appears that Vector Security would own me for life and I cannot agree to a life contract No I cannot agree to Vector Security letter, I look forward to hearing from you
Please accept this as our response to Revdex.com Case# [redacted] submitted by [redacted] "Arial","sans-serif""> Vector Security, along with the majority of companies in the security industry, does not attempt to contact customers for AC Power Failures when the panel is still communicating with the Central StationA customer would be called if/when the battery backup fails or if a communication failure signal is received as a result of the AC Power FailureIn that event, the customer would be contacted to schedule a technician to visit the customer’s home to resolve any panel issues Mr [redacted] called on August 13th to advise that he would be on vacation from August 14th through August 21stThe account was noted to dispatch on any alarms received and to follow standard operating guidelines for any trouble alarmsOur company received an AC Power Failure alert on August 15th; however the panel was still communicating and the house was still being monitored using the panel’s backup batterySince the backup battery did not fail and there was no communication failure, we followed our standard operating guidelines and did not call to advise the house lost power Mr [redacted] ’s call into our Central Station was pulled and reviewedThe dispatcher did clarify that we would dispatch on all alarms and to follow the standard operating guidelines if any trouble signals were receivedMr [redacted] also advised that his son would be returning between 6:00pm August 19th and 10:00am August 20th and that if his son was to set off the alarm that we were to call Mr [redacted] before dispatching A manager spoke with Mr [redacted] on August 22nd to discuss the difference between an alarm in which the Police would be dispatched and the procedure for a trouble signalThe resolution of the call was that we have noted to contact customer on all trouble signals going forward We look forward to your prompt resolution of this caseA copy of this letter has been sent to the customer
Please accept this as our response to Revdex.com Case# [redacted] submitted by [redacted] "Arial","sans-serif""> The installer code Mr [redacted] is referring to is a company specific code used to program panelsIt is a standard in the security industry that companies will not provide this code to anyone for any reasonThis is not done to keep a customer locked out of their system, but instead it is done for security reasons as well as programming reasonsBy signing a contract with Vector Security, he allowed us to program the panel as needed to provide him monitoring services which includes programming the installer code We would certainly like to keep Mr [redacted] as a customer and would like to discuss what we can do for him to retain his businessAfter receiving this complaint, we contacted Mr [redacted] to explain this to him and to apologize for any confusion or frustration he may have experiencedHe informed us that he wishes to cancel his account and that he has already taken down our equipment If he chooses to cancel his account, he will need to provide a written notice of that request per Term of his agreementWe have emailed him a basic cancellation notice that he can use if he wishes, but he has informed us that he has no intention of sending in a cancellation noticeBoth the monitoring and billing on his account will remain active until the cancellation notice is receivedIf the notice is not receive and the billing falls past due, his account will be terminated and forwarded to an outside collection agencyThe notice can be mailed to [redacted] or emailed to [redacted] Once received, his account will be cancelled We look forward to your prompt resolution of this caseA copy of this letter has been sent to the customer
Please accept this as our response to Revdex.com Case# [redacted] submitted by [redacted] [redacted] called requesting cancellation on July 29, He stated that he could no longer afford the monthly paymentsA lower rate was offered to him however he declinedThe terms of his agreement were explained to him at this point and he was made aware that if he canceled before the end of his initial term, he would be responsible for the full remaining balance [redacted] signed a sixty month contract with Vector Security on June 8, The contract states under Term 3, “For services, the initial term of this Agreement is five (5) years commencing on the day service begins, and will automatically continue for successive one (1) year terms unless canceled by either of us in writing at least thirty (30) days before the end of the initial term or any renewal term” Term states “If you fail to make any payment when due, or demand termination of the Agreement prior to the end of the initial term or any renewal term, we may discontinue installation, monitoring and services, terminate this Agreement and recover all damages to which we are entitled including, without limitation, the value of the work performed and the amount due to us for the unexpired term of the Agreement, including loss of profits” It was also explained to [redacted] that we do require a cancelation notice, which we received from him on July 31, In this letter he states that the sales representative told him he could be released from the contract term with no penaltyThe sales consultant [redacted] worked with is not employed with Vector Security, IncHe is employed with [redacted] ***, a former Authorized Dealer for Vector Security, IncAs an Authorized Dealer, [redacted] had partnered with Vector Security, Incfor the summer months to sell and install security systems After installation, Vector Security, Incassumes the contract and is responsible for the servicing and monitoring of your accountVector Security, Incis concerned about any complaint received regarding our Authorized Dealers, current or formerWe do not condone or authorize unethical sales practices and all complaints received are reviewed with the dealerHowever, Vector Security, Incis not responsible for the sales practices of our dealersDoing so would be similar to holding Ford responsible for the sales practices of a local dealership We spoke to [redacted] again on August 23, and he was again informed that he would be responsible for the contract balanceHis account was cancelled and the final bill mailed on September 5, On December 19, 2013, once the balance reached days past due, it was sent to an outside collection agency for non-paymentTerm of the contract [redacted] signed also states “You also agree to pay for any and all collection agency fees, attorney’s fees and related costs, whenever this matter is referred to collection and whether or not a suit is filed” We would like to offer to reinstate [redacted] services under his existing contract termsWe would begin the monitoring again on his account and he would continue to pay the monthly rateIn order to do this however he would be responsible for paying the collection fee directly to the collection agencyOnce paid, we would mail him the necessary paperwork to reinstate his servicesIf [redacted] does not wish to accept our offer, his account will remain closed due to non-payment and he would need to contact our collection agency, [redacted] and [redacted] , directly to discuss payment arrangementsThey can be reached at [redacted] We look forward to your prompt resolution of this caseA copy of this letter has been sent to the customer
Ref: Revdex.com Case # [redacted] Dear Revdex.com: Please accept this as our response to Revdex.com Case# [redacted] submitted by [redacted] [redacted] [redacted] signed a three year contract with Vector Security on May 17, The contract states under Term “For services, the initial term of this Agreement is three (3) years commencing on the day service begins, and will automatically continue for successive one (1) year terms unless canceled by either of us in writing at least thirty (30) days before the end of the initial term or any renewal term” *** [redacted] states that Vector Security should have some responsibility in informing our customers that their contract is coming to its renewal periodGiven that the contract states the terms of the agreement and that [redacted] did agree to these terms by signing the contract, we find that he was properly notifiedAll Vector Security contracts also include a three day cancellation period (from the date of the contract) which allows the customer to read over the entire contract and cancel without obligation if there are terms he does not agree to [redacted] did not notify us within the allotted three day period that he did not agree with the automatic renewal termHowever as a courtesy, Vector Security does contact a large number of our customers when their initial contract term is completeOur Retention Department attempted to contact [redacted] regarding his renewal period and left voicemails on June 14, and June 20, He did not return the calls On September 19, 2014, [redacted] contacted our office to cancel his account because he signed with a different monitoring companyWe offered several promotions we had available at that time but he declined allThe contract terms were explained to him and he was made aware that we do require a written noticeHe was also informed that once the cancel notice is received the account would be canceled and the final bill for the remaining months left on his agreement will be mailed to himWe received his cancellation notice on September 22, 2014, the account was cancelled on October 8, 2014, and the final bill of $(seven months times the monthly rate of $44.99) was mailed the same day *** [redacted] contacts our office again on October 14, We advised him that the account had been canceled and that the final bill had been mailedEven though we discussed the contract terms with him on September 19th, he stated that he was not aware that the contract automatically renewed so the representative went over the terms with him againHe stated that he wanted to reinstate his account until the end of the contract termThe representative explained she would need to seek approval for this reinstateShe called Mr [redacted] back on October 17th and explained that we cannot reinstate his account without a new three year contract [redacted] provided written notification of his request to cancel his contract so in order to reactivate his account we would need a new contractAlso, we are not able to reinstate his account knowing that his system has been changed to another monitoring provider as we would be unable to monitor the system As explained during a conversation with [redacted] on October 20, 2014, we can reinstate his account with an upgraded panel that would allow the system to communicate with our monitoring centerThis would include free installation of the new equipment and a new three year contract termIf he chooses to continue with the cancellation, we stand by our decision that he is responsible for the contract balanceAs a courtesy, we will allow him to pay his final bill in four equal payments We look forward to your prompt resolution of this caseA copy of this letter has been sent to the customer Sincerely,
Please accept this as our response to Revdex.com Case# [redacted] submitted by [redacted] [redacted] signed a five year contract with Vector Security, Incon July 23, She states that her sales representative misrepresented the contract termsThe sales consultant [redacted] worked with is not employed with Vector Security, IncHe is employed with [redacted] ***, a former Authorized Dealer for Vector Security, IncAs an Authorized Dealer, [redacted] had partnered with Vector Security, Incfor the summer months to sell and install security systemsAfter installation, Vector Security, Incassumes the contract and is responsible for the servicing and monitoring of your accountVector Security, Incis concerned about any complaint received regarding our Authorized Dealers, current or formerWe do not condone or authorize unethical sales practices and all complaints received are reviewed with the dealerHowever, Vector Security, Incis not responsible for the sales practices of our dealersDoing so would be similar to holding Ford responsible for the sales practices of a local dealership The contract states in bold type under Term 3, “For services, the initial term of this Agreement is five (5) years commencing on the day service begins, and will automatically continue for successive one (1) year terms unless canceled by either of us in writing at least thirty (30) days before the end of the initial term or any renewal term”The contract also states under Term 14, “If you fail to make any payment when due, or demand termination of the Agreement prior to the end of the initial term or any renewal term, we may discontinue installation, monitoring and services, terminate this Agreement and recover all damages to which we are entitled including, without limitation, the value of the work performed and the amount due to us for the unexpired term of the Agreement” [redacted] also completed a recorded Question and Answer survey via telephone after the contract was signed to ensure that she understood the terms of the agreementDuring this conversation, she agreed that she understood the contract term is for five years [redacted] also states that we have never provided her with monitoring serviceAt the time the system was installed, the technician tested the system and our monitoring center did receive signalsFrom the time the system was installed until July 2012, we received a monthly automatic test from the systemWe also responded to alarm activations on several occasions during this time periodWhen we did not receive this test signal in July 2012, we attempted to contact [redacted] to notify her of the missed signal and to attempt to resolve the issueSince July 2012, we have attempted to contact her via telephone three times and have mailed five letters regarding this issueWe did not receive a response from herGiven that it is her responsibility to provide a working landline and to communicate to us if she makes any changes to her system; we feel that we have given more than adequate notice of the lack of communication Regarding [redacted] claim that the installation technician damaged her walls, she also did not notify us of thisHowever, another recorded Question and Answer survey was completed via telephone after the system was installedDuring this, [redacted] was asked if the installation technician left her home clean and free of any debris, to which [redacted] said yes A representative from our Billing Department attempted to contact [redacted] on March 14, regarding mail we received returned from the post officeAt this time, she did notify us that she wished to cancel the account as she had moved out of this propertyShe explained that she does still own the property however she had to move in with a relativeShe also stated that she has been avoiding us for two years because the system has not workedThe representative offered to send a technician out to the home as a courtesy however [redacted] refusedThe contract terms were explained to her including the final bill amount and that we require a written notice to cancel any accountShe requested to speak to a supervisor The supervisor spoke to [redacted] and explained the contract terms, the authorized dealer that she signed through, the need for a working telephone line for the system to communicate, and our attempts to contact herWe offered to upgrade the system at the current location so that we could monitor the home while it is vacant We offered to move the system to her new locationShe declined all of our offers and stated she is just going to cancel and pay the final billAgain, it was explained that she would need to send a cancellation notice with a handwritten signature and then the final bill would be mailedShe requested that we send her a cancel notice to sign and send back to her new address, which we didWe have not received [redacted] cancellation notice nor have we received any checks from her as she mentions We are unsure what [redacted] is referring to regarding being threatened and verbally abusedWe feel that we have provided more than sufficient attempts to contact regarding her services, explanation of her contract terms, and several offers to make changes to the account so she can continue using the servicesWe stand by our decision to hold [redacted] to her contract termIf she chooses to cancel, once we receive her cancellation notice the account will be canceled and the final bill mailedHowever, if she chooses to accept one of our offers, upgrade or move the system, we would be more than happy to discuss the procedures for these We look forward to your prompt resolution of this caseA copy of this letter has been sent to the customer
Dear Revdex.com: Please accept this as our response to Revdex.com Case# [redacted] submitted by [redacted] Only July 25, 2014, Mrs [redacted] spoke to our Service Department about a problem she was having with her systemWe attempted to assist her with bypassing a zone over the telephone however we were unable to do soWe explained that we would need to have a Certified Technician call her back to assist furtherMrs [redacted] stated that she wanted us to just cancel the monitoring for the time beingThe representative explained that we cannot disconnect the monitoring from our office and that in order to cancel her account she would need to speak with our Retention DepartmentShe stated to have a technician contact herThe information was forwarded to one of our in-field technicians We did not receive a monthly automatic test from their system on August 17, and the next day a representative left a voicemail on the customer's home telephone number regarding thisWe also mailed a letter to notify that the system was not communicatingOn September 2, 2014, our Service Department Supervisor spoke with Mr [redacted] and offered a free service call for a technician to address the issueHe stated that he wanted to cancel and the information was passed to our Retention DepartmentA Retention representative spoke to him and offered an upgraded systemHe stated he was thinking about buying a "do-it-yourself" security system but would speak to his wife about the options and call backWe did not hear from them again until October 2, when Mrs [redacted] contacted us again stating she did not want to upgrade and to cancelWe discussed that we do require a cancellation notice and that we would credit off the open invoice on her account once the notice was receivedWe e-mailed her a basic cancellation notice which we received back signed on October 6, As of today, the account has been cancelledWe will not be able to refund and monies to the customer as we did not receive the cancellation notice until October; however the open invoices for the months of October and November have been creditedThe account is showing as closed and paid in full We look forward to your prompt resolution of this caseA copy of this letter has been sent to the customer Sincerely, [redacted]
Customer signed a three (3) year agreement on March 20, 2010. Line 3 of the contract states the following: TERM: For services, the initial term of this agreement is three (3) years commencing on the day services begin, and will automatically continue for successive one (1)... year terms unless cancelled by either of us in writing at least thirty (30) days before the end of the initial term or any renewal term. Customer stated in complaint they called in August, 2014 to cancel service, this is 4 months past the renewal date. Customer is being held to renewal terms and owes up until March, 2015 $288.06.
Pleaseaccept this as our response to Revdex.com Case# [redacted] submitted by [redacted] [redacted] signed a five year contract with Vector Security on April 14, Thecontract states in bold type “the initial term of the Agreement is five (5)years ”*** [redacted] agreed to this term when he signed the agreementThis wasalso verbally discussed with and agreed to by [redacted] during a recordedQuestion and Answer survey that was completed at the time the contract wassignedThe contract also states “It [the Agreement] may not be changed by anyoral statements made by any Vector representative, including authorizeddealer.” The sales consultant [redacted] workedwith is employed with [redacted] *** Afterinstallation, Vector Security, Incassumes the contract and is responsible forthe servicing and monitoring of accountVector Security, Incis concernedabout any complaint received regarding our Authorized Dealers, current or formerWe do not condone or authorize unethical sales practicesand all complaints received are reviewed with the dealerHowever, VectorSecurity, Incis not responsible for the sales practices of our dealers [redacted] did contact our office inJuly to cancel his account due to financial hardshipWe explained thathis initial contract term was for a period of five years however we alsooffered to lower his monthly rate by $He agreed to this and we mailedhim the necessary paperwork however he never sent it back signed so we wereunable to lower his rateWe stand by our decision to hold [redacted] responsible for the full term of his agreement because he did agree tothe term, Vector has in no way breached the terms of the agreement, and we haveattempt to assist him by offering to lower his rateWe look forward toyour prompt resolution of this caseA copy of this letter has been sent to thecustomer
Please accept this as our response to Revdex.com Case# [redacted] submitted by [redacted] On March 11, 2013, [redacted] signed a contract with Vector Security through an authorized dealer company, AVSX TechnologiesThe contract states “For services, the initial term of this Agreement is five (5) years commencing on the day services begin,”The contract also states “Do not sign this agreement before you read it” and “It may not be changed by any oral statements made by any Vector representative, including authorized dealer”Ms [redacted] is responsible for reading any legal documents before signing and should be held accountable if she failed to do soThe sales consultant and installer is employed with AVSX Technologies, Authorized Dealer for Vector Security, IncAfter installation, Vector Security, Incassumes the contract and is responsible for the servicing and monitoring of accountVector Security, Incis concerned about any complaint received regarding our Authorized DealersWe do not condone or authorize unethical sales practices and all complaints received are reviewed with the dealerHowever, Vector Security, Incis not responsible for the sales practices of our dealersMs [redacted] account has been cancelled and we have received payment for the contract termThe account is showing as closed and paid in fullWe look forward to your prompt resolution of this caseA copy of this letter has been sent to the customer
Please accept this asour response to Revdex.com Case# [redacted] submitted by [redacted] [redacted] contactedour office on October 27, regarding cancelling his accountHe wasinformed that in order to cancel, we do require a cancellation notice with hishandwritten signatureWe received a voicemail on December 27, andreturned [redacted] ’s call on December 29, In that voicemail, weexplained that his account is still active because we have not received thecancellation notice yet [redacted] signed acontract with Vector Security on April 3, Term of this contract statesthat the agreement will continue until “either party gives to the other atleast thirty (30) days written notice, prior to the expiration date, of intentionto terminate this Agreement”We have yet to receive a written notice from Mr[redacted] despite giving him instructions twice Once we receive thecancellation notice with his handwritten signature, we will cancel thisaccountThe notice can be mailed to [redacted] or e-mailed to [email protected][redacted] will be responsible for all outstanding invoices that coverservices during the time that we have not received his notice We look forward to yourprompt resolution of this caseA copy of this letter has been sent to thecustomer
Ref: Revdex.com Case # ***
Dear Revdex.com:
Please accept this as our response to Revdex.com Case# *** submitted by *** ***
*** *** signed a three year contract with Vector Security on May 17,
The
contract states under Term “For services, the initial term of this Agreement
is three (3) years commencing on the day service begins, and will automatically
continue for successive one (1) year terms unless canceled by either of us in
writing at least thirty (30) days before the end of the initial term or any
renewal term”
*** *** states that Vector Security should have some responsibility in
informing our customers that their contract is coming to its renewal periodGiven
that the contract states the terms of the agreement and that *** *** did
agree to these terms by signing the contract, we find that he was properly
notifiedAll Vector Security contracts also include a three day cancellation
period (from the date of the contract) which allows the customer to read over
the entire contract and cancel without obligation if there are terms he does
not agree to*** *** did not notify us within the allotted three day
period that he did not agree with the automatic renewal termHowever as a
courtesy, Vector Security does contact a large number of our customers when
their initial contract term is completeOur Retention Department attempted to
contact *** *** regarding his renewal period and left voicemails on June 14,
and June 20, He did not return the calls
On September 19, 2014, *** *** contacted our office to cancel his account
because he signed with a different monitoring companyWe offered several
promotions we had available at that time but he declined allThe contract
terms were explained to him and he was made aware that we do require a written
noticeHe was also informed that once the cancel notice is received the
account would be canceled and the final bill for the remaining months left on
his agreement will be mailed to himWe received his cancellation notice on
September 22, 2014, the account was cancelled on October 8, 2014, and the final
bill of $(seven months times the monthly rate of $44.99) was mailed the
same day
*** *** contacts our office again on October 14, We advised him that the
account had been canceled and that the final bill had been mailedEven though
we discussed the contract terms with him on September 19th, he
stated that he was not aware that the contract automatically renewed so the
representative went over the terms with him againHe stated that he wanted to
reinstate his account until the end of the contract termThe representative
explained she would need to seek approval for this reinstateShe called Mr
*** back on October 17th and explained that we cannot reinstate
his account without a new three year contract*** *** provided written
notification of his request to cancel his contract so in order to reactivate
his account we would need a new contractAlso, we are not able to reinstate
his account knowing that his system has been changed to another monitoring
provider as we would be unable to monitor the system
As explained during a conversation with *** *** on October 20, 2014, we can
reinstate his account with an upgraded panel that would allow the system to
communicate with our monitoring centerThis would include free installation of
the new equipment and a new three year contract termIf he chooses to continue
with the cancellation, we stand by our decision that he is responsible for the
contract balanceAs a courtesy, we will allow him to pay his final bill in
four equal payments
We look forward to your prompt resolution of this caseA copy of this letter has
been sent to the customer
Sincerely,
Please
accept this as our response to Revdex.com Case# *** submitted by *** ***.We
would like to apologize for the delay in processing Mr***’s cancellation
requestIt has been received and we will process this cancellation
immediatelyThe outstanding balance on Mr
***’s account will also be
removedHis account will be closed and paid in fullAlso, the outstanding
balance has not been reported to any credit bureausWe
look forward to your prompt resolution of this caseA copy of this letter has
been sent to the customer
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
My account located at ** *** *** is “canceled” due to
the fact I did not renew it, as I explained to Vector’s representativesI wish
I had never had an account with Vector Security at ** *** *** *** **
***The account was cancelled effective the end of the contracted service, May
The reason for my cancellation is detailed in my complaint to the Central
Virginia Revdex.com, ID ***.I understand that I am responsible for the following checked
statements:I will receive a final bill for my outstanding balance of
$*I will not receive a final bill for any outstanding balances.I will receive a final bill for my contract term balance of
$*I will not receive a final bill for any contract term balance.I will allow my leased equipment to be removed from my home
by a vector Security technician and if I fail to do so, I will receive a final
bill for my equipment cost* I will not have my equipment removed from my house
Dear Revdex.com:
Please accept this as our response to Revdex.com Case#*** submitted by *** ***
Only July 25, 2014, Mrs*** spoke to our Service Department about a problem she was having with her systemWe attempted to assist her with bypassing a
zone over the telephone however we were unable to do soWe explained that we would need to have a Certified Technician call her back to assist furtherMrs*** stated that she wanted us to just cancel the monitoring for the time beingThe representative explained that we cannot disconnect the monitoring from our office and that in order to cancel her account she would need to speak with our Retention DepartmentShe stated to have a technician contact herThe information was forwarded to one of our in-field technicians.
We did not receive a monthly automatic test from their system on August 17, and the next day a representative left a voicemail on the customer's home telephone number regarding thisWe also mailed a letter to notify that the system was not communicatingOn September 2, 2014, our Service Department Supervisor spoke with Mr*** and offered a free service call for a technician to address the issueHe stated that he wanted to cancel and the information was passed to our Retention DepartmentA Retention representative spoke to him and offered an upgraded systemHe stated he was thinking about buying a "do-it-yourself" security system but would speak to his wife about the options and call backWe did not hear from them again until October 2, when Mrs*** contacted us again stating she did not want to upgrade and to cancelWe discussed that we do require a cancellation notice and that we would credit off the open invoice on her account once the notice was receivedWe e-mailed her a basic cancellation notice which we received back signed on October 6, 2014.
As of today, the account has been cancelledWe will not be able to refund and monies to the customer as we did not receive the cancellation notice until October; however the open invoices for the months of October and November have been creditedThe account is showing as closed and paid in full.
We look forward to your prompt resolution of this caseA copy of this letter has been sent to the customer
Sincerely,
*** ***
Please accept this as our response to Revdex.com Case# *** submitted by *** *** On July 14, 2011, *** *** signed a five year contract with Vector SecurityThe contract states under Term 9, “The system includes a communicator that sends signals to the Center over your
regular telephone service, Internet service, dedicated cellular service or long range radio…If your telephone is out of order, placed on vacation status or otherwise not working, signals cannot be transmitted and the Center and Vector will not know of the telephone service problem.” Ms*** chose to have her system communicate using her regular telephone serviceAs stated, if she was to cancel the telephone service her system would not be able to communicate In March 2012, we did not receive the monthly automatic test signal from Ms*** systemWe left a message and mailed four letters over several months to notify that the system was not communicatingWe did not hear back from Ms*** until May at which time we offered to send a technician to her home to inspect the systemThis is necessary as the system could not have been communicating for reasons other than the telephone service being cancelledWe offered to waive the charges for the service call however Ms*** refused to allow our technician to come to her home and stated she would just cancel her accountShe then spoke to a member of our management team who offered to have the technician inspect the system at no charge, offered to upgrade the system to communicate via cellular service so the telephone line is not needed, and offered a partial credit to her billingMs*** responded with profane and abusive language and eventually disconnected the callSince then, we have called two more times and mailed six more letters regarding the lack of communication from the system but have not received a response from MsPropst Since Ms*** did not fulfill her contractual obligations of keeping a working telephone service or allowing us access to the system to attempt to resolve the problem, we will not be refunding Ms*** any moneyIf she would like to upgrade her system to the cellular communication, we have two options availableWe will upgrade her panel and add the cellular communicator with a free installation, $increase in her monthly rate, and a new thirty-six month agreement; or upgrade the panel and add the cellular communicator with a $installation fee, $increase in her monthly rate, and she will remain under her current contract termsIf she chooses to cancel her account instead, she will need to send a written notice with her handwritten signature and she will be responsible for the remaining contract term We look forward to your prompt resolution of this caseA copy of this letter has been sent to the customer
Please accept this asour response to Revdex.com Case#*** submitted by *** *** *** *** contactedour office on October 27, regarding cancelling his accountHe wasinformed that in order to cancel, we do require a cancellation notice with hishandwritten signatureWe received a
voicemail on December 27, andreturned *** ***’s call on December 29, In that voicemail, weexplained that his account is still active because we have not received thecancellation notice yet *** *** signed acontract with Vector Security on April 3, Term of this contract statesthat the agreement will continue until “either party gives to the other atleast thirty (30) days written notice, prior to the expiration date, of intentionto terminate this Agreement”We have yet to receive a written notice from Mr.*** despite giving him instructions twice Once we receive thecancellation notice with his handwritten signature, we will cancel thisaccountThe notice can be mailed to *** ** *** *** *** *** *** **
*** *** ** *** or e-mailed to [email protected].*** *** will be responsible for all outstanding invoices that coverservices during the time that we have not received his notice We look forward to yourprompt resolution of this caseA copy of this letter has been sent to thecustomer
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,*** ***
I do not agree with VectorThey hire people to mislead you into thinking they have the power to override a contract and voice agreementOnce you listen to his "pitch" and you sign and they tell you not to worry that you are only agreeing to a one year contract then Vector hits you with a "we called and verbally told your husband years regardless of what the rep told you"They scare you, they hire 3rd party companies that they no longer employ, so they can trap you into a year agreement They wont even allow you a temp disconnect while you are doing remodeling of your homeWe will never recomend this company to anyone!
*** ** ***
*** ***
Pleaseaccept this as our response to Revdex.com Case# *** submitted by *** *** Asstated previously, *** *** signed a five year contract with VectorSecurityHe also agreed to these terms verbally on a recorded telephonesurveyIf for some reason *** *** neglected to read the contract beforesigning, he also had a period of three days after he signed to cancel thecontract without penaltyThese three days are given (among other reasons) sothe customer may have additional time to read and review the contract to ensurethe terms and conditions are agreeable and to allow a customer to change theirmindIf *** *** felt scared and/or trapped while discussing the contractwith the sales representative as *** *** refers to in her response, he hadthree days to cancelHowever, *** *** did not cancel during this three dayperiod Wecan also ensure that we do not hire any representatives with the intention ofthem “misleading” or “trapping” any customerAgain, the sales consultant *** *** worked with is employedwith *** *** *** former AuthorizedDealer for Vector Security, Inc., and we cannot be held responsible for thesales practices of our dealersDoing so would be similar to holding Fordresponsible for the sales practices of a local dealership. Regarding temporary disconnects, wedo not offer theseHowever, we do have alternative options available forcustomers undergoing home renovationsWhen MrsDaniel called on July 29, 2014requesting a temporary disconnect, we attempted to offer these options to herbut she stated she already powered down the system and to never mind therequestWe have been receiving signals from the system though, so the panelwas not powered downIf *** *** is still having renovations done, we wouldbe happy to discuss the options available We still stand by our decision tohold *** *** responsible for the full term of his agreement if he chooses tocancelWelook forward to your prompt resolution of this caseA copy of this letter hasbeen sent to the customer