Please
accept this as our response to Revdex.com Case# [redacted] submitted by [redacted].We
would like to apologize for the delay in processing Mr. [redacted]’s cancellation
request. It has been received and we will process this cancellation
immediately. The outstanding balance on Mr. [redacted]’s account...
will also be
removed. His account will be closed and paid in full. Also, the outstanding
balance has not been reported to any credit bureaus. 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"">We spoke to Mr. [redacted] on April 27, 2015 and he informed us that his property was for sale. Our cancellation policy as well as his contract term/final bill amount was explained to him at this time. On May 26, 2012, he signed a contract for monitoring services at [redacted] This contract states under Term 2.3 “Initial term of contract: 60 months” and under Term 3 “For services, the initial term of this Agreement is five (5) years commencing on the day service begins”. Mr. [redacted] also verbally agreed to the five year term during a recorded Q&A call.
We attempted to reach him again on November 5, 2015 regarding his house being sold and left him a voicemail on the only working number we have for him. He did not return the call. His account then fell past due and we began making collection calls. On March 15, 2016, we spoke to Mr. [redacted] again about cancellation and the contract terms. At this point he provided us with his new address in Ohio and stated that he would not pay the outstanding balance or the contract balance. It was explained to him that in order to cancel his account, we do require a written notice. We have not received one as of yet, so his account is still active.
Regarding Mr. [redacted] other complaints, we have no record of him requesting batteries to be replaced, we currently only have one working phone number for him, and his billing address has always been [redacted] If he was receiving mail from us at his new location, the post office must have forwarded the mail as we did not have his new address until March 15, 2016.
We stand by our decision to hold Mr. [redacted] to the outstanding balance and contract term as he did agree, both written and verbally, to pay for services for a period of five years. As explained to him previously, his account cannot be cancelled until written notice with his handwritten signature is received. This can be mailed to [redacted] or emailed to [redacted] Once received, his account will be cancelled and the final bill mailed.
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 with Vector Security, Inc. on July 23, 2011. She states that her sales representative misrepresented the contract terms. 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.
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
agreement. During 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 service. At the time the system
was installed, the technician tested the system and our monitoring center did
receive signals. From the time the system was installed until July 2012, we
received a monthly automatic test from the system. We also responded to alarm
activations on several occasions during this time period. When 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 issue. Since July
2012, we have attempted to contact her via telephone three times and have
mailed five letters regarding this issue. We did not receive a response from
her. Given 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 this. However, another recorded Question and Answer survey was
completed via telephone after the system was installed. During 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, 2014
regarding mail we received returned from the post office. At this time, she did
notify us that she wished to cancel the account as she had moved out of this
property. She explained that she does still own the property however she had to
move in with a relative. She also stated that she has been avoiding us for two
years because the system has not worked. The representative offered to send a
technician out to the home as a courtesy however [redacted] refused. The
contract terms were explained to her including the final bill amount and that
we require a written notice to cancel any account. She 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 her. We 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 location. She declined all of our
offers and stated she is just going to cancel and pay the final bill. Again, it
was explained that she would need to send a cancellation notice with a handwritten
signature and then the final bill would be mailed. She requested that we send
her a cancel notice to sign and send back to her new address, which we did. We
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 abused. We 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 services. We stand by our decision
to hold [redacted] to her contract term. If she chooses to cancel, once we
receive her cancellation notice the account will be canceled and the final bill
mailed. However, 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 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"">
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.
[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.
Ref: Revdex.com Case # [redacted]
Dear Revdex.com:
Please accept this as our response to Revdex.com Case# [redacted] submitted by [redacted].
[redacted] signed a three year contract with Vector Security on May 17, 2010. The
contract states under Term 3 “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 period. Given
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
notified. All 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 term. However as a
courtesy, Vector Security does contact a large number of our customers when
their initial contract term is complete. Our Retention Department attempted to
contact [redacted] regarding his renewal period and left voicemails on June 14,
2013 and June 20, 2013. 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 company. We offered several
promotions we had available at that time but he declined all. The contract
terms were explained to him and he was made aware that we do require a written
notice. He 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 him. We received his cancellation notice on
September 22, 2014, the account was cancelled on October 8, 2014, and the final
bill of $314.93 (seven months times the monthly rate of $44.99) was mailed the
same day.
[redacted] contacts our office again on October 14, 2014. We advised him that the
account had been canceled and that the final bill had been mailed. Even 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 again. He stated that he wanted to
reinstate his account until the end of the contract term. The representative
explained she would need to seek approval for this reinstate. She 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 contract. Also, 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 center. This would include free installation of
the new equipment and a new three year contract term. If he chooses to continue
with the cancellation, we stand by our decision that he is responsible for the
contract balance. As a courtesy, we will allow him to pay his final bill in
four equal payments.
We look forward to your prompt resolution of this case. A 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]. The [redacted]s account was cancelled on September 4, 2015 and the refund check inthe amount of $85.98 was mailed on September 18th, 2015. We spoke tothe [redacted]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 case. A copy of this letter hasbeen sent to the customer.
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, 2012. Thecontract states in bold type “the initial term of the Agreement is five (5)years…”. [redacted]...
[redacted] agreed to this term when he signed the agreement. This wasalso verbally discussed with and agreed to by [redacted] during a recordedQuestion and Answer survey that was completed at the time the contract wassigned. The 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, 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. [redacted] did contact our office inJuly 2013 to cancel his account due to financial hardship. We explained thathis initial contract term was for a period of five years however we alsooffered to lower his monthly rate by $10.00. 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 [redacted]
[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 rate. We look forward toyour prompt resolution of this case. A copy of this letter has been sent to thecustomer.
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] My account located at [redacted] is “canceled” due to
the fact I did not renew it, as I explained to Vector’s representatives. I wish
I had never had an account with Vector Security at [redacted]
[redacted]. The account was cancelled effective the end of the contracted service, May
18. The reason for my cancellation is detailed in my complaint to the Central
Virginia Revdex.com, ID [redacted].I understand that I am responsible for the following checked
statements:I will receive a final bill for my outstanding balance of
$0.00. *I will not receive a final bill for any outstanding balances.I will receive a final bill for my contract term balance of
$0.00 *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.
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.
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 system. We attempted to assist her with bypassing a zone over the telephone...
however we were unable to do so. We explained that we would need to have a Certified Technician call her back to assist further. Mrs. [redacted] stated that she wanted us to just cancel the monitoring for the time being. The 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 Department. She stated to have a technician contact her. The information was forwarded to one of our in-field technicians.
We did not receive a monthly automatic test from their system on August 17, 2014 and the next day a representative left a voicemail on the customer's home telephone number regarding this. We also mailed a letter to notify that the system was not communicating. On September 2, 2014, our Service Department Supervisor spoke with Mr. [redacted] and offered a free service call for a technician to address the issue. He stated that he wanted to cancel and the information was passed to our Retention Department. A Retention representative spoke to him and offered an upgraded system. He stated he was thinking about buying a "do-it-yourself" security system but would speak to his wife about the options and call back. We did not hear from them again until October 2, 2014 when Mrs. [redacted] contacted us again stating she did not want to upgrade and to cancel. We discussed that we do require a cancellation notice and that we would credit off the open invoice on her account once the notice was received. We e-mailed her a basic cancellation notice which we received back signed on October 6, 2014.
As of today, the account has been cancelled. We 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 credited. 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.
Sincerely,
[redacted]
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.
1. Their independent sales person misrepresented the contract as being for 3 years, not 5. (Of course they don't take responsibility for their contractors.)2. I will indeed write them to cancel their inadequate service and no, I will not pay - take me to court. I dare you. You will have to do it here in [redacted]. And no, you can not place a lien on us until it goes to court and with this information and information from other clients with the same complaints. This company should be expelled from this area for their shady practices.
Regards,
[redacted]
Please accept this asour response to Revdex.com Case#[redacted] submitted by [redacted] contactedour office on October 27, 2014 regarding cancelling his account. He wasinformed that in order to cancel, we do require a cancellation notice with...
hishandwritten signature. We received a voicemail on December 27, 2014 andreturned [redacted]’s call on December 29, 2014. 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, 2007. Term 4 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 thisaccount. The notice can be mailed to [redacted]
[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 case. A copy of this letter has been sent to thecustomer.
Please
accept this as our response to Revdex.com Case# [redacted] submitted by [redacted].We
would like to apologize for the delay in processing Mr. [redacted]’s cancellation
request. It has been received and we will process this cancellation
immediately. The outstanding balance on Mr. [redacted]’s account...
will also be
removed. His account will be closed and paid in full. Also, the outstanding
balance has not been reported to any credit bureaus. 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"">We spoke to Mr. [redacted] on April 27, 2015 and he informed us that his property was for sale. Our cancellation policy as well as his contract term/final bill amount was explained to him at this time. On May 26, 2012, he signed a contract for monitoring services at [redacted] This contract states under Term 2.3 “Initial term of contract: 60 months” and under Term 3 “For services, the initial term of this Agreement is five (5) years commencing on the day service begins”. Mr. [redacted] also verbally agreed to the five year term during a recorded Q&A call.
We attempted to reach him again on November 5, 2015 regarding his house being sold and left him a voicemail on the only working number we have for him. He did not return the call. His account then fell past due and we began making collection calls. On March 15, 2016, we spoke to Mr. [redacted] again about cancellation and the contract terms. At this point he provided us with his new address in Ohio and stated that he would not pay the outstanding balance or the contract balance. It was explained to him that in order to cancel his account, we do require a written notice. We have not received one as of yet, so his account is still active.
Regarding Mr. [redacted] other complaints, we have no record of him requesting batteries to be replaced, we currently only have one working phone number for him, and his billing address has always been [redacted] If he was receiving mail from us at his new location, the post office must have forwarded the mail as we did not have his new address until March 15, 2016.
We stand by our decision to hold Mr. [redacted] to the outstanding balance and contract term as he did agree, both written and verbally, to pay for services for a period of five years. As explained to him previously, his account cannot be cancelled until written notice with his handwritten signature is received. This can be mailed to [redacted] or emailed to [redacted] Once received, his account will be cancelled and the final bill mailed.
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 with Vector Security, Inc. on July 23, 2011. She states that her sales representative misrepresented the contract terms. 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.
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
agreement. During 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 service. At the time the system
was installed, the technician tested the system and our monitoring center did
receive signals. From the time the system was installed until July 2012, we
received a monthly automatic test from the system. We also responded to alarm
activations on several occasions during this time period. When 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 issue. Since July
2012, we have attempted to contact her via telephone three times and have
mailed five letters regarding this issue. We did not receive a response from
her. Given 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 this. However, another recorded Question and Answer survey was
completed via telephone after the system was installed. During 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, 2014
regarding mail we received returned from the post office. At this time, she did
notify us that she wished to cancel the account as she had moved out of this
property. She explained that she does still own the property however she had to
move in with a relative. She also stated that she has been avoiding us for two
years because the system has not worked. The representative offered to send a
technician out to the home as a courtesy however [redacted] refused. The
contract terms were explained to her including the final bill amount and that
we require a written notice to cancel any account. She 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 her. We 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 location. She declined all of our
offers and stated she is just going to cancel and pay the final bill. Again, it
was explained that she would need to send a cancellation notice with a handwritten
signature and then the final bill would be mailed. She requested that we send
her a cancel notice to sign and send back to her new address, which we did. We
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 abused. We 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 services. We stand by our decision
to hold [redacted] to her contract term. If she chooses to cancel, once we
receive her cancellation notice the account will be canceled and the final bill
mailed. However, 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 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"">
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.
[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.
Ref: Revdex.com Case # [redacted]
Dear Revdex.com:
Please accept this as our response to Revdex.com Case# [redacted] submitted by [redacted].
[redacted] signed a three year contract with Vector Security on May 17, 2010. The
contract states under Term 3 “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 period. Given
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
notified. All 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 term. However as a
courtesy, Vector Security does contact a large number of our customers when
their initial contract term is complete. Our Retention Department attempted to
contact [redacted] regarding his renewal period and left voicemails on June 14,
2013 and June 20, 2013. 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 company. We offered several
promotions we had available at that time but he declined all. The contract
terms were explained to him and he was made aware that we do require a written
notice. He 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 him. We received his cancellation notice on
September 22, 2014, the account was cancelled on October 8, 2014, and the final
bill of $314.93 (seven months times the monthly rate of $44.99) was mailed the
same day.
[redacted] contacts our office again on October 14, 2014. We advised him that the
account had been canceled and that the final bill had been mailed. Even 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 again. He stated that he wanted to
reinstate his account until the end of the contract term. The representative
explained she would need to seek approval for this reinstate. She 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 contract. Also, 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 center. This would include free installation of
the new equipment and a new three year contract term. If he chooses to continue
with the cancellation, we stand by our decision that he is responsible for the
contract balance. As a courtesy, we will allow him to pay his final bill in
four equal payments.
We look forward to your prompt resolution of this case. A 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]. The [redacted]s account was cancelled on September 4, 2015 and the refund check inthe amount of $85.98 was mailed on September 18th, 2015. We spoke tothe [redacted]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 case. A copy of this letter hasbeen sent to the customer.
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, 2012. Thecontract states in bold type “the initial term of the Agreement is five (5)years…”. [redacted]...
[redacted] agreed to this term when he signed the agreement. This wasalso verbally discussed with and agreed to by [redacted] during a recordedQuestion and Answer survey that was completed at the time the contract wassigned. The 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, 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. [redacted] did contact our office inJuly 2013 to cancel his account due to financial hardship. We explained thathis initial contract term was for a period of five years however we alsooffered to lower his monthly rate by $10.00. 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 [redacted]
[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 rate. We look forward toyour prompt resolution of this case. A copy of this letter has been sent to thecustomer.
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] My account located at [redacted] is “canceled” due to
the fact I did not renew it, as I explained to Vector’s representatives. I wish
I had never had an account with Vector Security at [redacted]
[redacted]. The account was cancelled effective the end of the contracted service, May
18. The reason for my cancellation is detailed in my complaint to the Central
Virginia Revdex.com, ID [redacted].I understand that I am responsible for the following checked
statements:I will receive a final bill for my outstanding balance of
$0.00. *I will not receive a final bill for any outstanding balances.I will receive a final bill for my contract term balance of
$0.00 *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.
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.
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 system. We attempted to assist her with bypassing a zone over the telephone...
however we were unable to do so. We explained that we would need to have a Certified Technician call her back to assist further. Mrs. [redacted] stated that she wanted us to just cancel the monitoring for the time being. The 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 Department. She stated to have a technician contact her. The information was forwarded to one of our in-field technicians.
We did not receive a monthly automatic test from their system on August 17, 2014 and the next day a representative left a voicemail on the customer's home telephone number regarding this. We also mailed a letter to notify that the system was not communicating. On September 2, 2014, our Service Department Supervisor spoke with Mr. [redacted] and offered a free service call for a technician to address the issue. He stated that he wanted to cancel and the information was passed to our Retention Department. A Retention representative spoke to him and offered an upgraded system. He stated he was thinking about buying a "do-it-yourself" security system but would speak to his wife about the options and call back. We did not hear from them again until October 2, 2014 when Mrs. [redacted] contacted us again stating she did not want to upgrade and to cancel. We discussed that we do require a cancellation notice and that we would credit off the open invoice on her account once the notice was received. We e-mailed her a basic cancellation notice which we received back signed on October 6, 2014.
As of today, the account has been cancelled. We 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 credited. 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.
Sincerely,
[redacted]
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.
1. Their independent sales person misrepresented the contract as being for 3 years, not 5. (Of course they don't take responsibility for their contractors.)2. I will indeed write them to cancel their inadequate service and no, I will not pay - take me to court. I dare you. You will have to do it here in [redacted]. And no, you can not place a lien on us until it goes to court and with this information and information from other clients with the same complaints. This company should be expelled from this area for their shady practices.
Regards,
[redacted]
Please accept this asour response to Revdex.com Case#[redacted] submitted by [redacted] contactedour office on October 27, 2014 regarding cancelling his account. He wasinformed that in order to cancel, we do require a cancellation notice with...
hishandwritten signature. We received a voicemail on December 27, 2014 andreturned [redacted]’s call on December 29, 2014. 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, 2007. Term 4 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 thisaccount. The notice can be mailed to [redacted]
[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 case. A copy of this letter has been sent to thecustomer.