Norandex

We have contacted the customer and resolved all outstanding issues We issued a refund back to the customer in the amount of $

Customer signed a legal binding contract and will be held to those terms

Mr [redacted] is correct the latest agreement that he signed was a (Five) year agreement for the upgraded systemMr [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 toIn order to cancel the service, and because Vector Security is a life safety company, a written notice with a signature is requiredAs 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 mannerThe representative merely offered the customer an option if he was unable to provide the cancellation request via another methodThe 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 timeIt is a courtesy that is offered to all customersThe 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 policyMr [redacted] stated this was not due to military ordersWhile Mr***’s situation is unfortunate, it does not dissolve the agreement with Vector SecurityMr [redacted] spoke with a second representative who took payment for the final balanceAfter reviewing the call, the representative was empathetic with Mr***, however the representative did not tell Mr [redacted] that a supervisor would have reduced the final bill moreWe apologize for any miscommunication; however, the agreement was signed to by the Mr [redacted] agreeing to the termsAs 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 agreementTell us why here

Customer signed a year agreement for $per month on July 30, Customer is held to those terms until 7/30/

Re: [redacted] ***Dear [redacted] ,As per the attached contract the complainants [redacted] and [redacted] signed a three year agreement with Vector Security Incon September 22, The contract does not reflect any changes to line #term: “For services, the initial term of this agreement is years commencing on the day of the services begin and will automatically continue for successive (1) year terms unless cancelled by either of us in writing at least (30) thirty days before the end of the initial term or renewal term.”, that were agreed to by either party.Vector Security did not receive any calls making us aware of signals there were not received by our monitoring department.It is not our policy to send copies of invoices that are automatically paid via auto draft of the customer’s bank accounts.An invoice was sent to the customers in the amount of $to cover services from 8/27/to 11/26/as well as the balance due on the contract until 9/21/There was no additional charge for equipment.Customer is responsible for amount billed as per contract signed.Sincerely, [redacted] Collections Supervisor

Account has been terminated and no final bill is owed

Vector has spoken with the customer and resolved their issues We issued a month credit and upgraded their security system on 4/4/

Customer has been scheduled and service is in the process of being completed by Authorized Vector Dealer Customer has direct contact information for Vector if any other issues arise

My complaint was sent to Ms Pamela P [redacted] CEO and Presendent, Vector Security, Erecisson, Warrendale, PA15086.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*** The only thing they did was cash my check

Customer was advised on 12/12/that they needed to send in written request to cancel Vector never received cancellation request On 12/17/we called and left a message with no response On 12/20/14, we called again and left message with no response On 1/23/we called and spoke with Msand gave her the info to send cancel request Again, Vector never received cancel letter Do to liability issues, Vector cannot terminate account without a written request so we continued to monitor and bill account No refund will be issued

Good Afternoon!Mr [redacted] signed a month contract with Vector Security, Incon 8/11/ Therefore, he still has months left under contract, as of today, 12/30/ Vector Security, Increquires a signature to cancel any active account We emailed MrSpina a termination request on 10/27/at 8:53am This was not received back However, in good faith, if Mr [redacted] submits cancellation in writing, we will terminate him as of January 1, 2016, and void the remainder of the contract We will not be refunding Mr [redacted] We have attached the original contracts, which are signed by Mr [redacted] Thank you!Michelle V [redacted] Branch AdminstratorVector Security, Inc[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 I want to accept this offer but I need this annotated in my account notes or a phone number and extension to someone with knowledge of this agreementI contacted the cancelation number and they are not aware of this agreement and want the full amount stillPlease let me know how to proceed so we can have this resolved Regards, [redacted]

Customer signed a year agreement back on 6/12/agreeing to the terms of $for months ***, the authorized Vector Dealer that sold and installed the system conducted two QA calls with the customer, one before and one after the installation At the time of both calls the customer's wife was recorded on both calls agreeing to those terms We are holding the customer to the signed terms of the agreement and the final payment With regards to service the customers system was set up with a monthly auto test that would send in a communications signal to our central station every month We actually ended up setting it up for every other day and received those reports without interruption So as far as Vector knowing if they were any issues, it reported none The customer never called for service

After reviewing account, customer did pay off contract balance Our local Vector office will be calling customer to schedule service to reinstate the 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 Regards, [redacted] I was led to believe the third contract signed for the wireless panel was just an amendment of the second contract signed just a couple months prior to add the new equipment and maintaining the same term periodThe company took advantage to adjust the term period without bringing clear attention to itEven the initial contract when the service was just started and all the original sensors and panel installed was only for monthsI was told I should have spoke with a supervisor and when I had asked to before the associate said it would make no differenceThe company took advantage to entrap and extend the contractWhen unfortunate circumstances required the service to be terminated, no consideration was given to my six year record as a customer

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 1/years and have paid over $2,in service fees so far, we more than the equipment is worthI would like to terminate my service for a reasonable cancelation fee around $at a maximumThis is a fair amount since I am moving on a military moveThis 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 contractI 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 1/years Regards, [redacted]

Mrs [redacted] was offered a one hundred dollar referral credit for her tenants home that was approved by the Residential Sales ManagerRegarding the break in at her tenants homeThis event occurred within the grace period timeThis information is explained to the person operating the system at time of sales as well as time of installThis grace period is to ensure that the operator understand how to use the systemIn the chance of a alarm during this time period there is no dispatch for alarmsRegarding the service issue [redacted] states in emails as well as conversations over the phone that the service technician removed the battery and left it on the table and then told her it was in the system and needed chargedHowever in previous conversations she stated that it was already removed prior to the service technicians arrivalsThe only way this could gave occurred is if someone else had already removed itShe was offered a credit for one month of free monitoring because of this issue to attempt to make her happyHowever, at no point was she offered an addition one hundred dollar creditgift card or three months of free monitoring because of any of the issue that she claims she has hadShe has also changed her story regarding what she has offered may times as wellWe have done more than enough to accommodate the concerns of Mrs [redacted] Since she has sent this complaint she has called our office stating that she wants out of collections and her system turned back onShe states all she wants to do is be a good customerHowever, her emails that were sent state that she wants to pay her bill and cancelI hope this information clears things upThank you

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 $If only a day written notice was required, which was read, signed by MrWard and sent to VectorWe think it's only fair maybe to have to pay month service feedepending on when Vector received notice that we were using a different companyConsidering 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 satisfiedWe 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 find that this resolution is satisfactory to me Regards, [redacted]

Customer signed year agreement on 9/6/ Vector received cancellation letter on 10/6/after the auto renewal clause in the agreement took place Customer is being held to the renewal terms of the agreement