Customer signed a year agreement with Vector on 12/2/that was sold and installed by *** ***, an Authorized Vector Dealer Vector did conduct a QA call with the customer on 2/5/at 11:48AM and went over the terms of the agreement and asked several other questions, one of which
being did you have a previous alarm system in your house The customer stated "yes" it was with *** *** We then stated "Do you understand the we are not affiliated with this company in anyway", at that point she did state that she thought that Vector bought out/took-over her previous company We explained that we did not, she did state that she felt that she was misrepresented by the salesperson At no time did she state that she wanted out of the contract with Vector On May 12, the customer called into Vector saying that she had *** ( a completely different security company other that her previous company) on the phone and she wanted to cancel Now, over months since the QA call she is filing a complaint with the Revdex.com since we won't let her out of the agreement after Vector made a substantial investment with sales and installation of security system Vector is holding the customer to the terms of the agreement
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear...
below. I had not yet heard back from Revdex.com and was given a deadline of January 31 from the collection agency so I went ahead and paid the amount of $622.14. I would like a refund of that amount.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I'm not going to pay the recent bill they sent me. Please see attached file.
Regards,
[redacted]
Mr. [redacted] is correct the latest agreement that he signed was a 5 (Five) year agreement for the upgraded system. Mr. [redacted] notified Vector Security of his request to cancel in October 2016, according to the agreement he would be responsible for the remaining term of the agreement which he did sign...
agreeing to. In order to cancel the service, and because Vector Security is a life safety company, a written notice with a signature is required. As an ease for customers who do not have access to scan a letter to our team via email, or have access to a fax machine, customers will capture the letter via smartphone and send their cancel notification to Vector in that manner. The representative merely offered the customer an option if he was unable to provide the cancellation request via another method. The representative did notify Mr. [redacted] that a 25% discount on the final bill would be offered if the customer were to make payment for the final balance at that time. It is a courtesy that is offered to all customers. The representative inquired about the customer moving from the property to determine if it was due to military orders as Vector Security does have a specific military policy. Mr. [redacted] stated this was not due to military orders. While Mr. [redacted]’s situation is unfortunate, it does not dissolve the agreement with Vector Security. Mr. [redacted] spoke with a second representative who took payment for the final balance. After reviewing the call, the representative was empathetic with Mr. [redacted], however the representative did not tell Mr. [redacted] that a supervisor would have reduced the final bill more. We apologize for any miscommunication; however, the agreement was signed to by the Mr. [redacted] agreeing to the terms. As a courtesy, if the new owners were to sign on for service with Vector Security or if Mr. [redacted] was moving service into his new property, Vector Security would forgo any remaining balance on this agreement. Tell us why here...
Re: Account #: [redacted] Dear Ms. [redacted],In regards to your recent written request, please note that the monitoring of your security system has been discontinued. We will no longer respond to any signals received from your system at [redacted]On behalf of Vector Security,...
I would like to take this opportunity to thank you for giving us the opportunity to serve you. If we can be of assistance with your future security needs please do not hesitate to call us.Sincerely,Tony B[redacted] General Manager Vector Security Inc. ###-###-####
Customer signed a legal and binding contract. We have contacted JAG in the past and they agree that our contract does not fall under the Soldiers Relief Act. As a business courtesy we will accept his offer of a final buyout payment of $200.00. Once the amount is collected we will terminate his account.
Revdex.com:
I have reviewed the response made by the...
business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Subject:ID [redacted]Hi this email is on behalf of my husband Cornelius Ward concerning complaint ID [redacted]. We are still having a hard time trying to figure out why Vector wants over $800. If only a 30 day written notice was required, which was read, signed by Mr. Ward and sent to Vector. We think it's only fair maybe to have to pay 1 month service feedepending on when Vector received notice that we were using a different company. Considering the fact that we were never notified of a new contract by mail or phone and never agreed to one, there has to be some sort of way to settle this matter so that both parties are satisfied. We are willing to negotiate! Please do all that you can to help us settle, Thanks so much!!!Sent from my iPhone
Regards,
Cornelius Ward
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have had the service for over 3 1/2 years and have paid over $2,100 in service fees so far, we more than the equipment is worth. I would like to terminate my service for a reasonable cancelation fee around $200 at a maximum. This is a fair amount since I am moving on a military move. This policy of theirs is not listed in the contract I signed and only on their website, which could have been added after I signed my contract. I will work with my military command to get this company put on our blacklist of companies for military members to avoid if this is how they want to treat military members and I will never recommend them in the futite as I have over the past 3 1/2 years.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] vector security did not give me options to be out of contract after hearing how I felt, I was under the impression that even if I cancel contract I would still be charge for the duration of the 3yr contract or a lien be put on my home.[redacted] is the original company that bought out [redacted] my original security company.from my banking statement I found out I was being charge also by [redacted] which I then call to cancel I was told by the operator that I was being bill monthly for breaking my contract which I then explain to them the whole situation with vector and they agreed to help me, when we called vector they transferred me to salesman of my contract after talking with him he stated that if I no longer wanted vector I would be charge a equipment fee plus they would come and pull out security system and I would still get billed if I didn't pay a lien would be placed on my home. The representative at [redacted] told me to contact the Revdex.com for help. As Vector stated them self during their Q&A I felt miss represented by the salesman. I have no reason to lie I just want to go back to orginal security company this has all been stressful
My complaint was sent to Ms Pamela P[redacted] CEO and Presendent, Vector Security, 2000 Erecisson, Warrendale, PA. 15086.my monthly payments went to Cleveland OH. when I didn't receive a reply from customer service and submitted my case to a bill collector I wrote directory to the CEO....
I never heard from Ms P[redacted]. The only thing they did was cash my check.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my...
complaint. For your reference, details of the offer I reviewed appear below.
At the time of installation it was not made clear to me that in the case that if I sold my home, then I would still have to pay out the contract, and not simply give 30 days notice in order to cancel both the service and the contract. However, the contract binds me to a total sum of $2,880. According to my calculations, I have paid $1,104 for service from June 11, 2015 to May 11, 2017 and still have to pay 37 months (May 11, 2017-June 2020) at the monthly rate of $48. Thus, I owe Vector $1,776 in order to fulfill the terms of the signed contract. Is Vector willing to enter into negotiations and compromise in order to decrease that amount?
Regards,
[redacted]
Vector Security does not release installer codes over the telephone or otherwise, however to accommodate the non-Vector customer we would offer to schedule a service call to have one of our technicians come out and reprogram the system back to the manufactures code. The service call would be...
billable at our current rates to the owner of the residence. Please call our Customer Care Center to schedule service at ###-###-####.
After reviewing account, customer did pay off contract balance. Our local Vector office will be calling customer to schedule service to reinstate the account.
Vector will cancel account as of today, but no refund will be issued. System is still working and being monitored as of today. 2G network is not shutting down completely until December 31, 2016.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Ms Edwards, I just received a letter from your office regarding a complaint I had filed against Vector Security. The letter includes a response from the people at Vector, riddled with misinformation and inaccuracies. I’m not sure if this was done out of ignorance or if the person responsible for typing this response is simply lying. Unfortunately, this company runs such a Kafkaesque type operation that it’s hard to tell. Instead of eviscerating the entire response, I would like to address just a couple of points so that you can, perhaps understand what I’m talking about. Now, this issue started about three weeks ago when I first called Vector to cancel one of our accounts. The representative, that answered the call, told me that there was currently no one available that could help me with cancelling the account. So, she asked for the company name, my name and my phone number and said that someone would call me right-back. Not surprisingly though, no one ever did -- but that’s not the point I’m trying to make. In the response provided by Vector, it says: Our top company offices, Jeff B[redacted], Pam P[redacted] and Danette T[redacted] have made multiple attempts to contact Mr. [redacted]… Pam P[redacted] is President and CEO of Vector Security. Why would in the world would P[redacted] need to call me back? So, let me see if I got this right. Vector is saying that every time a customer calls to cancel an account, the company’s CEO handles the issue? This statement is both false and laughable. Like I said before, I don’t know if the person that provided the response is a nescient or he/she is simply making stuff-up. But I think you get the picture. Dealing with this company has been a malediction of the worst kind and I can’t imagine anyone in their right mind wanting to do business with them. Finally, no one from Vector called me back concerning this matter. If you like, I can provide you with a signed, notarized statement from our receptionist who answers all incoming calls to our main office. She will concur with what I have said. Regards, [redacted]
Customer signed a year agreement with Vector on 12/2/that was sold and installed by *** ***, an Authorized Vector Dealer Vector did conduct a QA call with the customer on 2/5/at 11:48AM and went over the terms of the agreement and asked several other questions, one of which
being did you have a previous alarm system in your house The customer stated "yes" it was with *** *** We then stated "Do you understand the we are not affiliated with this company in anyway", at that point she did state that she thought that Vector bought out/took-over her previous company We explained that we did not, she did state that she felt that she was misrepresented by the salesperson At no time did she state that she wanted out of the contract with Vector On May 12, the customer called into Vector saying that she had *** ( a completely different security company other that her previous company) on the phone and she wanted to cancel Now, over months since the QA call she is filing a complaint with the Revdex.com since we won't let her out of the agreement after Vector made a substantial investment with sales and installation of security system Vector is holding the customer to the terms of the agreement
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear...
below. I had not yet heard back from Revdex.com and was given a deadline of January 31 from the collection agency so I went ahead and paid the amount of $622.14. I would like a refund of that amount.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I'm not going to pay the recent bill they sent me. Please see attached file.
Regards,
[redacted]
Account has been terminated and no final bill is owed.
Mr. [redacted] is correct the latest agreement that he signed was a 5 (Five) year agreement for the upgraded system. Mr. [redacted] notified Vector Security of his request to cancel in October 2016, according to the agreement he would be responsible for the remaining term of the agreement which he did sign...
agreeing to. In order to cancel the service, and because Vector Security is a life safety company, a written notice with a signature is required. As an ease for customers who do not have access to scan a letter to our team via email, or have access to a fax machine, customers will capture the letter via smartphone and send their cancel notification to Vector in that manner. The representative merely offered the customer an option if he was unable to provide the cancellation request via another method. The representative did notify Mr. [redacted] that a 25% discount on the final bill would be offered if the customer were to make payment for the final balance at that time. It is a courtesy that is offered to all customers. The representative inquired about the customer moving from the property to determine if it was due to military orders as Vector Security does have a specific military policy. Mr. [redacted] stated this was not due to military orders. While Mr. [redacted]’s situation is unfortunate, it does not dissolve the agreement with Vector Security. Mr. [redacted] spoke with a second representative who took payment for the final balance. After reviewing the call, the representative was empathetic with Mr. [redacted], however the representative did not tell Mr. [redacted] that a supervisor would have reduced the final bill more. We apologize for any miscommunication; however, the agreement was signed to by the Mr. [redacted] agreeing to the terms. As a courtesy, if the new owners were to sign on for service with Vector Security or if Mr. [redacted] was moving service into his new property, Vector Security would forgo any remaining balance on this agreement. Tell us why here...
Re: Account #: [redacted] Dear Ms. [redacted],In regards to your recent written request, please note that the monitoring of your security system has been discontinued. We will no longer respond to any signals received from your system at [redacted]On behalf of Vector Security,...
I would like to take this opportunity to thank you for giving us the opportunity to serve you. If we can be of assistance with your future security needs please do not hesitate to call us.Sincerely,Tony B[redacted] General Manager Vector Security Inc. ###-###-####
Vector has spoken with the customer and resolved their issues. We issued a 2 month credit and upgraded their security system on 4/4/2016.
Customer signed a legal and binding contract. We have contacted JAG in the past and they agree that our contract does not fall under the Soldiers Relief Act. As a business courtesy we will accept his offer of a final buyout payment of $200.00. Once the amount is collected we will terminate his account.
Revdex.com:
I have reviewed the response made by the...
business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Subject:ID [redacted]Hi this email is on behalf of my husband Cornelius Ward concerning complaint ID [redacted]. We are still having a hard time trying to figure out why Vector wants over $800. If only a 30 day written notice was required, which was read, signed by Mr. Ward and sent to Vector. We think it's only fair maybe to have to pay 1 month service feedepending on when Vector received notice that we were using a different company. Considering the fact that we were never notified of a new contract by mail or phone and never agreed to one, there has to be some sort of way to settle this matter so that both parties are satisfied. We are willing to negotiate! Please do all that you can to help us settle, Thanks so much!!!Sent from my iPhone
Regards,
Cornelius Ward
Customers account will be terminated with no final bill effective immediately.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have had the service for over 3 1/2 years and have paid over $2,100 in service fees so far, we more than the equipment is worth. I would like to terminate my service for a reasonable cancelation fee around $200 at a maximum. This is a fair amount since I am moving on a military move. This policy of theirs is not listed in the contract I signed and only on their website, which could have been added after I signed my contract. I will work with my military command to get this company put on our blacklist of companies for military members to avoid if this is how they want to treat military members and I will never recommend them in the futite as I have over the past 3 1/2 years.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] vector security did not give me options to be out of contract after hearing how I felt, I was under the impression that even if I cancel contract I would still be charge for the duration of the 3yr contract or a lien be put on my home.[redacted] is the original company that bought out [redacted] my original security company.from my banking statement I found out I was being charge also by [redacted] which I then call to cancel I was told by the operator that I was being bill monthly for breaking my contract which I then explain to them the whole situation with vector and they agreed to help me, when we called vector they transferred me to salesman of my contract after talking with him he stated that if I no longer wanted vector I would be charge a equipment fee plus they would come and pull out security system and I would still get billed if I didn't pay a lien would be placed on my home. The representative at [redacted] told me to contact the Revdex.com for help. As Vector stated them self during their Q&A I felt miss represented by the salesman. I have no reason to lie I just want to go back to orginal security company this has all been stressful
My complaint was sent to Ms Pamela P[redacted] CEO and Presendent, Vector Security, 2000 Erecisson, Warrendale, PA. 15086.my monthly payments went to Cleveland OH. when I didn't receive a reply from customer service and submitted my case to a bill collector I wrote directory to the CEO....
I never heard from Ms P[redacted]. The only thing they did was cash my check.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my...
complaint. For your reference, details of the offer I reviewed appear below.
At the time of installation it was not made clear to me that in the case that if I sold my home, then I would still have to pay out the contract, and not simply give 30 days notice in order to cancel both the service and the contract. However, the contract binds me to a total sum of $2,880. According to my calculations, I have paid $1,104 for service from June 11, 2015 to May 11, 2017 and still have to pay 37 months (May 11, 2017-June 2020) at the monthly rate of $48. Thus, I owe Vector $1,776 in order to fulfill the terms of the signed contract. Is Vector willing to enter into negotiations and compromise in order to decrease that amount?
Regards,
[redacted]
Vector Security does not release installer codes over the telephone or otherwise, however to accommodate the non-Vector customer we would offer to schedule a service call to have one of our technicians come out and reprogram the system back to the manufactures code. The service call would be...
billable at our current rates to the owner of the residence. Please call our Customer Care Center to schedule service at ###-###-####.
Vector will waive the final bill.
After reviewing account, customer did pay off contract balance. Our local Vector office will be calling customer to schedule service to reinstate the account.
Vector will cancel account as of today, but no refund will be issued. System is still working and being monitored as of today. 2G network is not shutting down completely until December 31, 2016.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Ms Edwards, I just received a letter from your office regarding a complaint I had filed against Vector Security. The letter includes a response from the people at Vector, riddled with misinformation and inaccuracies. I’m not sure if this was done out of ignorance or if the person responsible for typing this response is simply lying. Unfortunately, this company runs such a Kafkaesque type operation that it’s hard to tell. Instead of eviscerating the entire response, I would like to address just a couple of points so that you can, perhaps understand what I’m talking about. Now, this issue started about three weeks ago when I first called Vector to cancel one of our accounts. The representative, that answered the call, told me that there was currently no one available that could help me with cancelling the account. So, she asked for the company name, my name and my phone number and said that someone would call me right-back. Not surprisingly though, no one ever did -- but that’s not the point I’m trying to make. In the response provided by Vector, it says: Our top company offices, Jeff B[redacted], Pam P[redacted] and Danette T[redacted] have made multiple attempts to contact Mr. [redacted]… Pam P[redacted] is President and CEO of Vector Security. Why would in the world would P[redacted] need to call me back? So, let me see if I got this right. Vector is saying that every time a customer calls to cancel an account, the company’s CEO handles the issue? This statement is both false and laughable. Like I said before, I don’t know if the person that provided the response is a nescient or he/she is simply making stuff-up. But I think you get the picture. Dealing with this company has been a malediction of the worst kind and I can’t imagine anyone in their right mind wanting to do business with them. Finally, no one from Vector called me back concerning this matter. If you like, I can provide you with a signed, notarized statement from our receptionist who answers all incoming calls to our main office. She will concur with what I have said. Regards, [redacted]
Customer signed a legal binding contract and will be held to those terms.