Dear Revdex.com:
Please accept this as our response to Revdex.com case# *** submitted by *** ***We have previously provided a written response to ** *** regarding his complaintPlease see the *** letter dated March 11, This is a copy og the letter sent
regular and dertified mail to ***We have also *** * *** of ** *** contract and Custoemr Certification Regarding Takeover FormPlease *** these documentsWe look forward to your prompt resolution of this case
Sincerely
*** ***
Dear ***:
Please accept this as our response to your letter dated February 6, On July 10, 2012, you signed a sixty month contract with Vector Security, IncThe sales consultant you worked with is not employed with Vector Security, IncHe is employed with *** ***, ***, a former Authorized Dealer for Vector Security, IndAs an authorized Dealer, *** ***, *** had partnered with Vector Security, Inc for the summer months to sell and install security systemsAfter installion, Vector Securty, Inc assumes the contract and is responsible for the servicing and monitoring of your accountVector Security, Inc is concerned about my complaint received regarding our Authorized Dealers, current or formerWe do not condone or authorize unethical sales prastices and all complaints recevied are reviewed with the dealersDoing so would be similar to holding *** responsible for the sles practice of a local dealershipAt the time you signed your contract, you also signed a document entitled "Customer Certifications regarding Takeover"Among other terms, this documents states that, by signing, you agree that "no one has stated or impiled that Vector has acquured my existing monitoring company or is any way affilated with the same" Enclosed is a copy of this document for your reviewA recorded questionaire was also completed at thet ime you signed with Vector Security, Inc via telephoneDuring this call you verbally agreed to the terms of hte contractSome of the terms included were that you understand Vector is not affiliated with your pervious monitioring company in any way, that you are responsible for canceling your pervious monitorying contract, adn that you may be doubled billled until you do soIF there has been any confusion, both the signed documents and telephone questionaire clearly explained that Vector Security is not affiliated with any other monitorying companyWe believe that we have upheld out contractual responsibilies by monitoring and servicing your systemsIf you would like to continue your contract with Vector Security, we will be happy to come out to your home and reconnect your panel to our monitoring centerHowever, if you decide to continue with your cancellation request, you will recevive a final bill for the remaing time on your contract
Please accept this as our response to Revdex.com Case# *** submitted by *** ***. The ***s account was cancelled on September 4, and the refund check inthe amount of $was mailed on September 18th, We spoke tothe ***s on September 14th
and 16th to let themknow the refund request was issued and again on the 30th to let themknow that it was mailed on the 18th We look forward to your prompt resolution of this caseA copy of this letter hasbeen sent to the customer
Please accept this as
our response to Revdex.com Case# *** submitted by *** ***
*** *** signed a
five year contract with Vector Security, Incon April 10, 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”.
On June 9th,
2014, *** *** contacted our office to notify us that he was moving and would
like to cancel his accountOur representative went over the contract terms
with him and explained he is responsible for the remaining months left on the
agreementShe also went over several options available to him which include having
the system moved from the current location to the new location which would
allow him to continue in the current contract term; have a new system installed
at his new location with a new contract which would release him from the
current contract; transfer the system to a friend or family member’s home and
place the current contract in their name; or if the new homeowners of the
current location sign their own contract, he would also be released from his
contract*** *** was not pleased with these options and requested a call
back from a supervisorSeveral voicemails were left between the supervisor and
*** ***
On June 12th,
*** *** spoke with the supervisor who also explained the contract terms,
the options available, and that we could not release the contract term unless
one of the options were taken*** *** also did not find the options
satisfactory but stated she would think about it and contact us backMrs
*** left a voicemail for the supervisor on June 26th however she
was out of the office so it was forwarded to another representative to handle
The representative contacted *** *** back on June 27thAt this
point, *** *** stated they may want service at their new location but would
not want it right awayThe representative offered to hold the final bill for
days to give the ***’s a chance to get settled and then contact us for a
new system*** *** agreed to this*** *** sent his cancellation notice
in the same day and the account was cancelled on June 30th
Per our agreement with
*** ***, we will hold the final bill for daysAt the end of this time
period if one of the discussed options has not been taken, they will receive a
final bill for the months remaining on the agreement at the time the contract
was cancelled
We 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 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 agreement.Once 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 home.We will never recomend this company to anyone! *** ** ***
*** ***
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.I have no obligations to provide Vector Security anything in writing. I have met the terms of my contract months ago. I called to cancel the service they should simply honor that as a matter of professionalism. I far as I am concern this constitute harassment and I will consult with an attorney to see if this should be handle by the courts.Vector Security is simply a security service company and do not have the rights to demand consumers anything in writing.Please keep this complaint open, *** ***
Regards,
Kerry ***
Pleaseaccept this as our response to Revdex.com Case# *** submitted by *** *** ***
*** 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…”*** *** agreed to this term when
he signed the agreementThis wasalso verbally discussed with and agreed to by *** *** 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 *** *** workedwith is employed with *** *** *** *** *** *** *** *** *** *** 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 *** *** 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 rate. We stand by our decision to hold ***
*** 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# *** submitted by *** ***
*** *** signed a three year contract on June 20, On January 2, 2014, *** ***’ girlfriend, *** notified us that they were moving and needed to transfer
the system to their new homeAt that time, the billing on the account was sixty days past due so it was explained that once payment was received, we would schedule to remove the equipment to leave with them and mail the move documentsOnce the move documents were received back, we would be able to
install the system at the new location*** *** paid the past due balance on January 6th and our technician was scheduled to remove the equipment on
January 8th, which was done and all equipment left with the customer to take to the new home
*** *** called our office again on January 31st regarding have the system installedWe realized at this time that the move paperwork was never mailed so we apologized for the oversight, mailed the documents, and gave the customer a one month credit for our errorBetween Febuary 12th and September 23rd,
we spoke to *** *** or *** eight timesDuring those conversations, he stated he did not receive the paperwork, that he was not going to pay us, demanded his account be canceled without penalty, and threatened to sue usWe mailed the move documents to them four seperate times, one of which was overnighted via ***, and offered a credit to his account to be applied once the paperwork was received backOn August 28th, *** *** stated he had received the paperwork and sent it to his lawyer for reviewThe last time we spoke to *** *** was on September 23rdWe informed him that we would issue a five month credit to his account without receiving the paperwork back however we would not issue any further credit and that we could still not install the system without the paperworkHe requested to have the account canceled without penaltyThe contract terms were explained to him and that we would not release him from the contract term
We have still not received *** *** move documents back however we have issued the promised five month credit to his accountOnce we receive the move documents back, we will gladly install the security system at his new homeIf he chooses to cancel his account, he would need to send his written request with a
handwritten signature to our officeOnce the cancellation is complete, he will receive a final bill for the remaining balance left on his contract termWe feel that we have made more than adequate attempts to complete the system move for *** *** and that he is still liable for the 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 as our response to Revdex.com Case# [redacted] submitted by [redacted]
"margin: 0in 0in 0pt;"> On July 14, 2011, [redacted] 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[redacted] 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[redacted] 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[redacted] 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[redacted] 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[redacted] 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[redacted] 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[redacted] 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
Revdex.com:
I have reviewed the offer and/or response 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,
[redacted]
It seems odd that I was getting a bill in the mail at [redacted] until I told them that the house was sold. I have in my position past bills until 11 2015 at that time it all stop ed and I thought it was taken care of . Futher more they have lied to you as they had 3 phone # that I recevid multy calls on when they were showing the house . They were [redacted]. I can not help if they have lost the information . Further more if this was the case then the house was not protected by them for 4 month's
Pleaseaccept this as our response to Revdex.com Case# [redacted] submitted by [redacted]
[redacted] signed a five year contract with Vector Security on July 27, 2012. Thecontract states in bold type “the initial term of the Agreement is five (5)years…”. He agreed to this term when he signed the agreement. The sales consultant [redacted] workedwith is employed with [redacted] former Authorized Dealer for Vector Security, Inc. Afterinstallation, Vector Security, Inc. assumes the contract and is responsible forthe servicing and monitoring of account. Vector Security, Inc. is concernedabout any complaint received regarding our Authorized Dealers, current or former. We do not condone or authorize unethical sales practicesand all complaints received are reviewed with the dealer. However, VectorSecurity, Inc. is not responsible for the sales practices of our dealers. Thiswas also verbally discussed with and agreed to by [redacted] during a recordedQuestion and Answer survey that was completed at the time the contract wassigned. However after reviewing this recording, we understand there may havebeen some confusion between the sales representative and [redacted] regardingthe cancellation policy. While [redacted] did agree in writing to the termsand we feel that we have upheld the agreement, we agree to release the customerfrom the contract balance if he chooses to cancel. Inorder to cancel, [redacted] will need to provide a cancellation notice thatincludes his handwritten signature. This can be mailed to [redacted]
[redacted] or emailed to [redacted]Once this notice is received, [redacted]’s account will be cancelled and willreflect as paid in full. Welook forward to your prompt resolution of this case. A 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.I think vector is still not understanding my complaint. Yes, my husband was the one that signed the contract after being told by the sales rep that he was authorized to offer us a one year term. The sales rep used scare tactics directed against me, the disabled home alone wife. We were both sitting at my dinning room table listening to the sales pitch. When I asked how long the contact was for we were both told " we ask you keep the service for one year. After that, the equipment belongs to you." We were also asked to keep the vector yard sign up for the same amount of time. If you look at our records, the first call we made was after our one year term was satisfied. It was at that time we were told we had signed a 5 year agreement. It is obvious that vector hires 3 rd party sales reps and then claims since that company is no longer employed by them that they are not responsible for the sale tactic that is used. I am sure we are not the only people that this has happened to and I am sure we won't be the last. Vector hires people to do whatever it takes to " get the sale". Sent from my iPhone
Regards,[redacted]
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 Technologies. The 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 so. The sales consultant and installer
is employed
with AVSX Technologies, Authorized Dealer for Vector
Security, Inc. After installation, Vector Security, Inc. assumes the contract
and is responsible for the servicing and monitoring of account. Vector
Security, Inc. is concerned about any complaint received regarding our
Authorized Dealers. We do not condone or authorize unethical sales practices
and all complaints received are reviewed with the dealer. However, Vector Security,
Inc. is not responsible for the sales practices of our dealers. Ms.
[redacted] account has been cancelled and we have received payment for the
contract term. The account is showing as closed and paid in full. We
look forward to your prompt resolution of this case. A copy of this letter has
been sent to the customer.
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID 10272667[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 company. I 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 system. See
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 for. The 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 denied. The 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 $314.93 to Vector Security for work they is not
intended to do, don't appear reasonable. I told Vector Security that I would
pay $44.99 a month thought April 17, 2015 to satisfy a full year but the
monitoring service have to be continue, this is the same agreement we had. I
cannot see signing with Vector Security for three more, I am over 71 years old
at present and don't think I will remember after another three years pass. It
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"">
The installer code Mr. [redacted] is referring to is a company specific code used to program panels. It is a standard in the security industry that companies will not provide this code to anyone for any reason. This is not done to keep a customer locked out of their system, but instead it is done for security reasons as well as programming reasons. By 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 business. After receiving this complaint, we contacted Mr. [redacted] to explain this to him and to apologize for any confusion or frustration he may have experienced. He 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 3 of his agreement. We 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 notice. Both the monitoring and billing on his account will remain active until the cancellation notice is received. If the notice is not receive and the billing falls past due, his account will be terminated and forwarded to an outside collection agency. The 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 case. A 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"">
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 Station. A 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 Failure. In 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 21st. The account was noted to dispatch on any alarms received and to follow standard operating guidelines for any trouble alarms. Our 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 battery. Since 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 reviewed. The dispatcher did clarify that we would dispatch on all alarms and to follow the standard operating guidelines if any trouble signals were received. Mr. [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 signal. The 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 case. A 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] signed a five year contract on August 3, 2010 through an authorized dealer of Vector Security. As our authorized dealer, [redacted] handled the sale...
and installation of security system as well as any cancellations within the first year of the contract. Decisions of holding the contract term and any complaints
regarding the sale would have been handled by [redacted]. It is possible that [redacted] contacted [redacted] directly to discuss cancellation as we have no
record of [redacted] contacting Vector Security. If she had, we would have referred her back to [redacted] as the contract was under the first year, however
[redacted] did not notify Vector Security of her desire to cancel.
[redacted] last payment made was on May 25, 2011 and the account was terminated due to non-payment on November 29, 2011. Since [redacted] had not yet paid for one full year, the account was sent back to [redacted]. If [redacted] credit has been negatively effected by this, she will need to contact [redacted] as Vector Security did not report her account to any credit bureau.
We look forward to your prompt resolution of this case. A copy of this letter has been sent to the customer.
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would...
be satisfactory to me. I will wait for the [redacted]
Regards,
[redacted]
The customer contacted the Revdex.com and stated this has been resolved.
Please accept this as our response to Revdex.com Case# [redacted] submitted by [redacted].
A Vector Security representative spoke to [redacted] yesterday, November 1, 2016, regarding the status of his account and resolved all issues. Since we had not received his signed cancellation notice, his...
account was still active. After discussing this with [redacted], we resent the cancel notice via email which was promptly signed and returned. We also discussed with him that the open invoice on his account will be credited off and he will not owe any further money. His account will be cancelled as soon as possible.
We look forward to your prompt resolution of this case.
Please accept this as
our response to Revdex.com Case# [redacted] submitted by [redacted].
[redacted] called requesting
cancellation on July 29, 2013. He stated that he could no longer afford the
monthly payments. A lower rate was offered to him however he declined. The
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, 2012. 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 14 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, 2013. In this letter he states that the sales representative
told him he could be released from the contract term with no penalty. The
sales consultant [redacted]
worked with is not employed with Vector Security, Inc. He is employed with [redacted], a former Authorized
Dealer for Vector Security, Inc. As an Authorized Dealer, [redacted] had partnered with Vector
Security, Inc. for the summer months to sell and install security systems.
After installation, Vector Security, Inc. assumes the contract and is
responsible for the servicing and monitoring of your account. Vector Security,
Inc. is concerned about any complaint received regarding our Authorized Dealers, current or former. We do not condone or
authorize unethical sales practices and all complaints received are reviewed
with the dealer. However, Vector Security, Inc. is not responsible for the
sales practices of our dealers. Doing so would be similar to holding Ford
responsible for the sales practices of a local dealership.
We spoke to [redacted] again on August 23, 2013
and he was again informed that he would be responsible for the contract
balance. His account was cancelled and the final bill mailed on September 5,
2013. On December 19, 2013, once the balance reached 90 days past due, it was
sent to an outside collection agency for non-payment. Term 14 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 terms. We would
begin the monitoring again on his account and he would continue to pay the
monthly rate. In order to do this however he would be responsible for paying
the collection fee directly to the collection agency. Once paid, we would mail
him the necessary paperwork to reinstate his services. If [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 arrangements. They can be reached at [redacted]
We look forward to your
prompt resolution of this case. A 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 [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,
[redacted] Revdex.com Case# [redacted] This is in response to the letter from
[redacted] of Vector Security to you, with a copy to me, dated May 23,
2016. That letter from Vector Security was said to be in response to our
complaint (Case #[redacted]). Vector's letter contains statements that are in
conflict with the facts. Keeping in mind that the installer code in my security
system is needed to make a change in how the system is monitored: In the first
paragraph, referring to their refusal to provide to me the installer code to my
personally-owned equipment, Vector states, "This is not done to keep a
customer locked out of their system, but instead it is done for security
reasons as well as programing reasons." This is not true. The only case
for an installer's code on the [redacted] to remain unknown to the
homeowner is where a security firm is providing a leased system (instead of a
purchased system such as ours) so that security firm can maintain ownership of
their hardware. I have the same system in our home now as I had in place with
Vector. It is the same type of hardware Vector serviced and monitored for the
last four years. According to both my current, nationally recognized, monitoring
service, as well as the firm that provided me with the new equipment-and also
from my own experience in seeing the new equipment installed-there are no
security or programming considerations in providing a monitoring service with
the installer security code known only to them, nor would any service person
need to have a code unknown to the homeowner. Indeed, Vector's policy makes my
system less secure. The agreement with Vector did allow Vector, of course, to
"program the panel as needed" but did not specifically authorize
Vector to change the system from the manufacturer's default code, which the
previous owners' security service had used. Vector at no time told me they had
changed the codes. As Vector's letter confirms, no option was provided to me to
have my own installer code on my privately owned system. And, again, there was
no need for Vector to change (and have exclusive access to) this installer code
in terms of providing me with any of their services. Vector's May 23 letter
notes that I have already "taken down our (Vector's) equipment.
"Again, the security system installed in my home at [redacted] does
not now, nor has it ever, belonged to Vector Security. Vector's letter to you
says their agreement requires I provide "a written notice" to cancel
my account, while at the same time Vector's letter also acknowledges I have
informed them I wish to cancel my account. Also, for the record, my annual bill
was due, according to the statement I received last month, by May 19, 2016. I
did not pay it and I did not use any monitoring services from Vector after May
18. Also, I started the process to access my equipment a week before Vector's
payment due date, looking to find a monitoring service better suited to my
needs. It was at that time I was first told by Vector that the installer codes
would not be provided. When I protested that this unfairly controlled equipment
I owned, I was told that someone would call me. Two-plus weeks passed and no
one from Vector contacted me until after I filed a complaint with Revdex.com-and a
week after my new equipment was installed. (Their call was six days after the
payment was due if Vector was to continue monitoring; I was no longer a
customer.) The timing of their response meant that Vector gave me no choice but
to go to the expense and trouble of installing new equipment if I were to
maintain uninterrupted monitoring without committing for another year of
service with Vector Security. Vector and I share a secret password that I have
used with them to confirm my identity on all issues on my service. It has been
used without issue over the last four years. Vector can also, whenever they
wish, confirm that their technical access via phone lines to my system has been
shutdown. Yet, in their May 23 letter to you, Vector threatens me with turning
over this account-where I have received no unpaid services from them-for
collection from "an outside collection agency" unless I provide
"written notice." This is outrageous. I have always paid Vector in
full, on time. I have an excellent credit rating and this uncalled for threat
of harassment from Vector's collectors for funds where no service was provided
is a cause of emotional stress and real financial concern to me. Therefore, to
close this issue with Vector Security: With a copy of this letter, I'm
formally, in writing, informing Vector Security I am canceling any and all
services from them. My case# [redacted] with Revdex.com, however, remains open,
unresolved and, with this letter, amended. As for my desired outcome, in
considering the facts outlined here, it's now my opinion it would be
appropriate for Revdex.com to assign Vector Security a lower letter grade than they
currently hold. Warmest Regards,
Dear Revdex.com:
Please accept this as our response to Revdex.com case# *** submitted by *** ***We have previously provided a written response to ** *** regarding his complaintPlease see the *** letter dated March 11, This is a copy og the letter sent
regular and dertified mail to ***We have also *** * *** of ** *** contract and Custoemr Certification Regarding Takeover FormPlease *** these documentsWe look forward to your prompt resolution of this case
Sincerely
*** ***
Dear ***:
Please accept this as our response to your letter dated February 6, On July 10, 2012, you signed a sixty month contract with Vector Security, IncThe sales consultant you worked with is not employed with Vector Security, IncHe is employed with *** ***, ***, a former Authorized Dealer for Vector Security, IndAs an authorized Dealer, *** ***, *** had partnered with Vector Security, Inc for the summer months to sell and install security systemsAfter installion, Vector Securty, Inc assumes the contract and is responsible for the servicing and monitoring of your accountVector Security, Inc is concerned about my complaint received regarding our Authorized Dealers, current or formerWe do not condone or authorize unethical sales prastices and all complaints recevied are reviewed with the dealersDoing so would be similar to holding *** responsible for the sles practice of a local dealershipAt the time you signed your contract, you also signed a document entitled "Customer Certifications regarding Takeover"Among other terms, this documents states that, by signing, you agree that "no one has stated or impiled that Vector has acquured my existing monitoring company or is any way affilated with the same" Enclosed is a copy of this document for your reviewA recorded questionaire was also completed at thet ime you signed with Vector Security, Inc via telephoneDuring this call you verbally agreed to the terms of hte contractSome of the terms included were that you understand Vector is not affiliated with your pervious monitioring company in any way, that you are responsible for canceling your pervious monitorying contract, adn that you may be doubled billled until you do soIF there has been any confusion, both the signed documents and telephone questionaire clearly explained that Vector Security is not affiliated with any other monitorying companyWe believe that we have upheld out contractual responsibilies by monitoring and servicing your systemsIf you would like to continue your contract with Vector Security, we will be happy to come out to your home and reconnect your panel to our monitoring centerHowever, if you decide to continue with your cancellation request, you will recevive a final bill for the remaing time on your contract
Please accept this as our response to Revdex.com Case# *** submitted by *** ***. The ***s account was cancelled on September 4, and the refund check inthe amount of $was mailed on September 18th, We spoke tothe ***s on September 14th
and 16th to let themknow the refund request was issued and again on the 30th to let themknow that it was mailed on the 18th We look forward to your prompt resolution of this caseA copy of this letter hasbeen sent to the customer
Please accept this as
our response to Revdex.com Case# *** submitted by *** ***
*** *** signed a
five year contract with Vector Security, Incon April 10, 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”.
On June 9th,
2014, *** *** contacted our office to notify us that he was moving and would
like to cancel his accountOur representative went over the contract terms
with him and explained he is responsible for the remaining months left on the
agreementShe also went over several options available to him which include having
the system moved from the current location to the new location which would
allow him to continue in the current contract term; have a new system installed
at his new location with a new contract which would release him from the
current contract; transfer the system to a friend or family member’s home and
place the current contract in their name; or if the new homeowners of the
current location sign their own contract, he would also be released from his
contract*** *** was not pleased with these options and requested a call
back from a supervisorSeveral voicemails were left between the supervisor and
*** ***
On June 12th,
*** *** spoke with the supervisor who also explained the contract terms,
the options available, and that we could not release the contract term unless
one of the options were taken*** *** also did not find the options
satisfactory but stated she would think about it and contact us backMrs
*** left a voicemail for the supervisor on June 26th however she
was out of the office so it was forwarded to another representative to handle
The representative contacted *** *** back on June 27thAt this
point, *** *** stated they may want service at their new location but would
not want it right awayThe representative offered to hold the final bill for
days to give the ***’s a chance to get settled and then contact us for a
new system*** *** agreed to this*** *** sent his cancellation notice
in the same day and the account was cancelled on June 30th
Per our agreement with
*** ***, we will hold the final bill for daysAt the end of this time
period if one of the discussed options has not been taken, they will receive a
final bill for the months remaining on the agreement at the time the contract
was cancelled
We 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 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 agreement.Once 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 home.We will never recomend this company to anyone! *** ** ***
*** ***
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.I have no obligations to provide Vector Security anything in writing. I have met the terms of my contract months ago. I called to cancel the service they should simply honor that as a matter of professionalism. I far as I am concern this constitute harassment and I will consult with an attorney to see if this should be handle by the courts.Vector Security is simply a security service company and do not have the rights to demand consumers anything in writing.Please keep this complaint open, *** ***
Regards,
Kerry ***
Pleaseaccept this as our response to Revdex.com Case# *** submitted by *** *** ***
*** 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…”*** *** agreed to this term when
he signed the agreementThis wasalso verbally discussed with and agreed to by *** *** 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 *** *** workedwith is employed with *** *** *** *** *** *** *** *** *** *** 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 *** *** 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 rate. We stand by our decision to hold ***
*** 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# *** submitted by *** ***
*** *** signed a three year contract on June 20, On January 2, 2014, *** ***’ girlfriend, *** notified us that they were moving and needed to transfer
the system to their new homeAt that time, the billing on the account was sixty days past due so it was explained that once payment was received, we would schedule to remove the equipment to leave with them and mail the move documentsOnce the move documents were received back, we would be able to
install the system at the new location*** *** paid the past due balance on January 6th and our technician was scheduled to remove the equipment on
January 8th, which was done and all equipment left with the customer to take to the new home
*** *** called our office again on January 31st regarding have the system installedWe realized at this time that the move paperwork was never mailed so we apologized for the oversight, mailed the documents, and gave the customer a one month credit for our errorBetween Febuary 12th and September 23rd,
we spoke to *** *** or *** eight timesDuring those conversations, he stated he did not receive the paperwork, that he was not going to pay us, demanded his account be canceled without penalty, and threatened to sue usWe mailed the move documents to them four seperate times, one of which was overnighted via ***, and offered a credit to his account to be applied once the paperwork was received backOn August 28th, *** *** stated he had received the paperwork and sent it to his lawyer for reviewThe last time we spoke to *** *** was on September 23rdWe informed him that we would issue a five month credit to his account without receiving the paperwork back however we would not issue any further credit and that we could still not install the system without the paperworkHe requested to have the account canceled without penaltyThe contract terms were explained to him and that we would not release him from the contract term
We have still not received *** *** move documents back however we have issued the promised five month credit to his accountOnce we receive the move documents back, we will gladly install the security system at his new homeIf he chooses to cancel his account, he would need to send his written request with a
handwritten signature to our officeOnce the cancellation is complete, he will receive a final bill for the remaining balance left on his contract termWe feel that we have made more than adequate attempts to complete the system move for *** *** and that he is still liable for the 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 as our response to Revdex.com Case# [redacted] submitted by [redacted]
"margin: 0in 0in 0pt;"> On July 14, 2011, [redacted] 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[redacted] 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[redacted] 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[redacted] 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[redacted] 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[redacted] 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[redacted] 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[redacted] 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
Revdex.com:
I have reviewed the offer and/or response 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,
[redacted]
It seems odd that I was getting a bill in the mail at [redacted] until I told them that the house was sold. I have in my position past bills until 11 2015 at that time it all stop ed and I thought it was taken care of . Futher more they have lied to you as they had 3 phone # that I recevid multy calls on when they were showing the house . They were [redacted]. I can not help if they have lost the information . Further more if this was the case then the house was not protected by them for 4 month's
Pleaseaccept this as our response to Revdex.com Case# [redacted] submitted by [redacted]
[redacted] signed a five year contract with Vector Security on July 27, 2012. Thecontract states in bold type “the initial term of the Agreement is five (5)years…”. He agreed to this term when he signed the agreement. The sales consultant [redacted] workedwith is employed with [redacted] former Authorized Dealer for Vector Security, Inc. Afterinstallation, Vector Security, Inc. assumes the contract and is responsible forthe servicing and monitoring of account. Vector Security, Inc. is concernedabout any complaint received regarding our Authorized Dealers, current or former. We do not condone or authorize unethical sales practicesand all complaints received are reviewed with the dealer. However, VectorSecurity, Inc. is not responsible for the sales practices of our dealers. Thiswas also verbally discussed with and agreed to by [redacted] during a recordedQuestion and Answer survey that was completed at the time the contract wassigned. However after reviewing this recording, we understand there may havebeen some confusion between the sales representative and [redacted] regardingthe cancellation policy. While [redacted] did agree in writing to the termsand we feel that we have upheld the agreement, we agree to release the customerfrom the contract balance if he chooses to cancel. Inorder to cancel, [redacted] will need to provide a cancellation notice thatincludes his handwritten signature. This can be mailed to [redacted]
[redacted] or emailed to [redacted]Once this notice is received, [redacted]’s account will be cancelled and willreflect as paid in full. Welook forward to your prompt resolution of this case. A 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.I think vector is still not understanding my complaint. Yes, my husband was the one that signed the contract after being told by the sales rep that he was authorized to offer us a one year term. The sales rep used scare tactics directed against me, the disabled home alone wife. We were both sitting at my dinning room table listening to the sales pitch. When I asked how long the contact was for we were both told " we ask you keep the service for one year. After that, the equipment belongs to you." We were also asked to keep the vector yard sign up for the same amount of time. If you look at our records, the first call we made was after our one year term was satisfied. It was at that time we were told we had signed a 5 year agreement. It is obvious that vector hires 3 rd party sales reps and then claims since that company is no longer employed by them that they are not responsible for the sale tactic that is used. I am sure we are not the only people that this has happened to and I am sure we won't be the last. Vector hires people to do whatever it takes to " get the sale". Sent from my iPhone
Regards,[redacted]
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 Technologies. The 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 so. The sales consultant and installer
is employed
with AVSX Technologies, Authorized Dealer for Vector
Security, Inc. After installation, Vector Security, Inc. assumes the contract
and is responsible for the servicing and monitoring of account. Vector
Security, Inc. is concerned about any complaint received regarding our
Authorized Dealers. We do not condone or authorize unethical sales practices
and all complaints received are reviewed with the dealer. However, Vector Security,
Inc. is not responsible for the sales practices of our dealers. Ms.
[redacted] account has been cancelled and we have received payment for the
contract term. The account is showing as closed and paid in full. We
look forward to your prompt resolution of this case. A copy of this letter has
been sent to the customer.
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID 10272667[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 company. I 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 system. See
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 for. The 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 denied. The 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 $314.93 to Vector Security for work they is not
intended to do, don't appear reasonable. I told Vector Security that I would
pay $44.99 a month thought April 17, 2015 to satisfy a full year but the
monitoring service have to be continue, this is the same agreement we had. I
cannot see signing with Vector Security for three more, I am over 71 years old
at present and don't think I will remember after another three years pass. It
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"">
The installer code Mr. [redacted] is referring to is a company specific code used to program panels. It is a standard in the security industry that companies will not provide this code to anyone for any reason. This is not done to keep a customer locked out of their system, but instead it is done for security reasons as well as programming reasons. By 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 business. After receiving this complaint, we contacted Mr. [redacted] to explain this to him and to apologize for any confusion or frustration he may have experienced. He 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 3 of his agreement. We 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 notice. Both the monitoring and billing on his account will remain active until the cancellation notice is received. If the notice is not receive and the billing falls past due, his account will be terminated and forwarded to an outside collection agency. The 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 case. A 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"">
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 Station. A 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 Failure. In 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 21st. The account was noted to dispatch on any alarms received and to follow standard operating guidelines for any trouble alarms. Our 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 battery. Since 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 reviewed. The dispatcher did clarify that we would dispatch on all alarms and to follow the standard operating guidelines if any trouble signals were received. Mr. [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 signal. The 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 case. A 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] signed a five year contract on August 3, 2010 through an authorized dealer of Vector Security. As our authorized dealer, [redacted] handled the sale...
and installation of security system as well as any cancellations within the first year of the contract. Decisions of holding the contract term and any complaints
regarding the sale would have been handled by [redacted]. It is possible that [redacted] contacted [redacted] directly to discuss cancellation as we have no
record of [redacted] contacting Vector Security. If she had, we would have referred her back to [redacted] as the contract was under the first year, however
[redacted] did not notify Vector Security of her desire to cancel.
[redacted] last payment made was on May 25, 2011 and the account was terminated due to non-payment on November 29, 2011. Since [redacted] had not yet paid for one full year, the account was sent back to [redacted]. If [redacted] credit has been negatively effected by this, she will need to contact [redacted] as Vector Security did not report her account to any credit bureau.
We look forward to your prompt resolution of this case. A copy of this letter has been sent to the customer.
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would...
be satisfactory to me. I will wait for the [redacted]
Regards,
[redacted]
The customer contacted the Revdex.com and stated this has been resolved.
Please accept this as our response to Revdex.com Case# [redacted] submitted by [redacted].
A Vector Security representative spoke to [redacted] yesterday, November 1, 2016, regarding the status of his account and resolved all issues. Since we had not received his signed cancellation notice, his...
account was still active. After discussing this with [redacted], we resent the cancel notice via email which was promptly signed and returned. We also discussed with him that the open invoice on his account will be credited off and he will not owe any further money. His account will be cancelled as soon as possible.
We look forward to your prompt resolution of this case.
Please accept this as
our response to Revdex.com Case# [redacted] submitted by [redacted].
[redacted] called requesting
cancellation on July 29, 2013. He stated that he could no longer afford the
monthly payments. A lower rate was offered to him however he declined. The
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, 2012. 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 14 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, 2013. In this letter he states that the sales representative
told him he could be released from the contract term with no penalty. The
sales consultant [redacted]
worked with is not employed with Vector Security, Inc. He is employed with [redacted], a former Authorized
Dealer for Vector Security, Inc. As an Authorized Dealer, [redacted] had partnered with Vector
Security, Inc. for the summer months to sell and install security systems.
After installation, Vector Security, Inc. assumes the contract and is
responsible for the servicing and monitoring of your account. Vector Security,
Inc. is concerned about any complaint received regarding our Authorized Dealers, current or former. We do not condone or
authorize unethical sales practices and all complaints received are reviewed
with the dealer. However, Vector Security, Inc. is not responsible for the
sales practices of our dealers. Doing so would be similar to holding Ford
responsible for the sales practices of a local dealership.
We spoke to [redacted] again on August 23, 2013
and he was again informed that he would be responsible for the contract
balance. His account was cancelled and the final bill mailed on September 5,
2013. On December 19, 2013, once the balance reached 90 days past due, it was
sent to an outside collection agency for non-payment. Term 14 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 terms. We would
begin the monitoring again on his account and he would continue to pay the
monthly rate. In order to do this however he would be responsible for paying
the collection fee directly to the collection agency. Once paid, we would mail
him the necessary paperwork to reinstate his services. If [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 arrangements. They can be reached at [redacted]
We look forward to your
prompt resolution of this case. A 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 [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,
[redacted] Revdex.com Case# [redacted] This is in response to the letter from
[redacted] of Vector Security to you, with a copy to me, dated May 23,
2016. That letter from Vector Security was said to be in response to our
complaint (Case #[redacted]). Vector's letter contains statements that are in
conflict with the facts. Keeping in mind that the installer code in my security
system is needed to make a change in how the system is monitored: In the first
paragraph, referring to their refusal to provide to me the installer code to my
personally-owned equipment, Vector states, "This is not done to keep a
customer locked out of their system, but instead it is done for security
reasons as well as programing reasons." This is not true. The only case
for an installer's code on the [redacted] to remain unknown to the
homeowner is where a security firm is providing a leased system (instead of a
purchased system such as ours) so that security firm can maintain ownership of
their hardware. I have the same system in our home now as I had in place with
Vector. It is the same type of hardware Vector serviced and monitored for the
last four years. According to both my current, nationally recognized, monitoring
service, as well as the firm that provided me with the new equipment-and also
from my own experience in seeing the new equipment installed-there are no
security or programming considerations in providing a monitoring service with
the installer security code known only to them, nor would any service person
need to have a code unknown to the homeowner. Indeed, Vector's policy makes my
system less secure. The agreement with Vector did allow Vector, of course, to
"program the panel as needed" but did not specifically authorize
Vector to change the system from the manufacturer's default code, which the
previous owners' security service had used. Vector at no time told me they had
changed the codes. As Vector's letter confirms, no option was provided to me to
have my own installer code on my privately owned system. And, again, there was
no need for Vector to change (and have exclusive access to) this installer code
in terms of providing me with any of their services. Vector's May 23 letter
notes that I have already "taken down our (Vector's) equipment.
"Again, the security system installed in my home at [redacted] does
not now, nor has it ever, belonged to Vector Security. Vector's letter to you
says their agreement requires I provide "a written notice" to cancel
my account, while at the same time Vector's letter also acknowledges I have
informed them I wish to cancel my account. Also, for the record, my annual bill
was due, according to the statement I received last month, by May 19, 2016. I
did not pay it and I did not use any monitoring services from Vector after May
18. Also, I started the process to access my equipment a week before Vector's
payment due date, looking to find a monitoring service better suited to my
needs. It was at that time I was first told by Vector that the installer codes
would not be provided. When I protested that this unfairly controlled equipment
I owned, I was told that someone would call me. Two-plus weeks passed and no
one from Vector contacted me until after I filed a complaint with Revdex.com-and a
week after my new equipment was installed. (Their call was six days after the
payment was due if Vector was to continue monitoring; I was no longer a
customer.) The timing of their response meant that Vector gave me no choice but
to go to the expense and trouble of installing new equipment if I were to
maintain uninterrupted monitoring without committing for another year of
service with Vector Security. Vector and I share a secret password that I have
used with them to confirm my identity on all issues on my service. It has been
used without issue over the last four years. Vector can also, whenever they
wish, confirm that their technical access via phone lines to my system has been
shutdown. Yet, in their May 23 letter to you, Vector threatens me with turning
over this account-where I have received no unpaid services from them-for
collection from "an outside collection agency" unless I provide
"written notice." This is outrageous. I have always paid Vector in
full, on time. I have an excellent credit rating and this uncalled for threat
of harassment from Vector's collectors for funds where no service was provided
is a cause of emotional stress and real financial concern to me. Therefore, to
close this issue with Vector Security: With a copy of this letter, I'm
formally, in writing, informing Vector Security I am canceling any and all
services from them. My case# [redacted] with Revdex.com, however, remains open,
unresolved and, with this letter, amended. As for my desired outcome, in
considering the facts outlined here, it's now my opinion it would be
appropriate for Revdex.com to assign Vector Security a lower letter grade than they
currently hold. Warmest Regards,