Norandex

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 $ Once the amount is collected we will terminate his account

Thank you for allowing us the opportunity to resolve our customers complaint which was submitted We have made multiple attempts to speak directly with Mr [redacted] regarding his issues with our services and discuss his cancellation request Our top company officials, Jeff B***, Pam P [redacted] and Danette T [redacted] have made multiple attempts to contact Mr [redacted] and have left messages with no return call Since Mr [redacted] has failed to return any of their calls, we are unable to resolve his issues.A representative from Mr [redacted] 's company did speak to one of our customer service reps last week and was provdied copies of the contracts for both his locations, however no formal written cancellation request has been received or discussed At this point we are unable to proceed with any cancellation request until we speak directly with Mr [redacted] and receive a written cancellation request as stated in our contract terms We feel that our company has done everything we possible can to contact Mr [redacted] and resolve this issue he is having If Mr [redacted] would like to speak further regarding the issues he is having, please have him contact Danette T [redacted] directly at ###-###-####

Customers account will be terminated with no final bill effective immediately

Customer spoke with management and reached an agreed upon settlement amountCustomer has been satisfied

Vectors policy regarding PCS orders as follows: If a customer has PCS orders and sells their home, we will relieve them from the remainder of the contract terms If they do not sell their home, we will hold them to the terms of the agreement Vector should not suffer the financial loss if the customer still owns their home Customer is held 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 They company is not telling the truth The equipment was already installed in the house when I purchased it They did not call and have a detailed conversation with me They sent me one letter in which they said they would be having someone contact me to remove their equipment Now you can see why I had to write to you for help All the company does is threaten It was only when the claims company call that I was told the company refused to cancel my contract I wish someone from the company had been the upfront and honest Regards, [redacted] ***

Customer signed a year agreement on 5/13/agreeing to pay Vector Security $per month for a total of $2, Vector Security made a substantial investment in the sale and installation of the security system Vector Security has a company policy regarding Military PCS Orders that states the following:-If you own the home where the security system is installed, have sold this home and can show written proof of the sales agreement on your home along with a copy of your recent PCS Orders that require your relocation, we will honor your request to end services and the remaining commitment on your contract.-If you own your home and plan on keeping the home or use it as a rental property, the original contract term and commitment will stay in place and you will be required to fulfill the terms of your contract.-Contracts with Vector Security are not subject to the Service Member Civil Relief Act (SCRA) An alarm contract does not fall under the definition of an installment contract defined within the SCRA The SCRA does not provide the ability to terminate your contract with Vector Security.Customer will be held to the terms of the contract

The renewal clause states that the customer must give Vector 30 days prior to renewal date. Customer's notification was 30 days after the renewal term.

This complaint has been taken care of Customer was released from the contract

Customer has been released from contract with no money owed. No refund will be issued.

Account will be pulled from outside collections with no final bill due

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Customer has been contacted by Vector Security’s service department to remedy issuesHer current system is going to be replaced with a newer, updated systemHer initial appointment for this installation was 5/10/2017, but she had to reschedule due to illnessThe installation was then scheduled
for 5/12/2017, to which she had to reschedule againShe stated she would call Monday 5/or Tuesday 5/to reschedule her install appointmentShe has no additional issues at this time

Customers account has been terminated with no more money owed to Vector No refund of $will be issued do the fact customer was still under agreement, even if suspension would have taken place Vector reduced the final bill to 50% of what was owed on contract The 50% that
Vector did not collect will be considered the difference for the suspension time Collections agency was notified to cease collection efforts

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 SecurityThe letter includes a response from the people at Vector, riddled with misinformation and inaccuraciesI’m not sure if this was done out of ignorance or if the person responsible for typing this response is simply lyingUnfortunately, 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 accountsThe representative, that answered the call, told me that there was currently no one available that could help me with cancelling the accountSo, she asked for the company name, my name and my phone number and said that someone would call me right-backNot surprisingly though, no one ever did -- but that’s not the point I’m trying to makeIn the response provided by Vector, it says: Our top company offices, Jeff B***, Pam P*** and Danette T*** have made multiple attempts to contact Mr***… Pam P*** is President and CEO of Vector SecurityWhy would in the world would P*** need to call me back? So, let me see if I got this rightVector is saying that every time a customer calls to cancel an account, the company’s CEO handles the issue? This statement is both 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-upBut I think you get the pictureDealing 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 matterIf you like, I can provide you with a signed, notarized statement from our receptionist who answers all incoming calls to our main officeShe will concur with what I have said. Regards, ***

Customers account will be terminated with no final bill or payment

Tell us why here
This customer’s system was installed on a five (5) year contract that did not require an upfront investment by the customerThis means that our company paid the cost for the equipment and labor associated with her installationOur company’s investment in her installation is recovered over the term of the contract.We received her cancel notice in January and called several times to follow upDetailed messages were left advising her of the contract terms and procedures to complete the processWe also sent her a letter explaining the buy-out but there was no response to any of our calls or the letterIn April the customer spoke with our accounts receivable department and indicated she cancelled service in January, was not making any more payments to Vector and did not want to discuss her account with anyone againShe stated she just wanted the account cancelled and Vector could take her to court or whatever. The account was terminated for non-payment at the end of May and sent to our outside collection agency, R*** *** *** *** ***Under the terms of the contract, cancellation requires the customer to buy-out any unsatisfied time remainingThe $1,that she paid is the figure that the customer and *** agreed upon to settle the accountBased upon the above information the customer is not due a refund The equipment belongs to the customer, remains in place, operational and she’s free to have any alarm provider take over the service Our accounts receivable department makes numerous calls in an effort to contact customers by phone and several letters are sent before an account is turned over to outside collectionsWe believe this customer had ample opportunity to address any concerns before the account was sent to outside collections. After an account is sent to the outside collection agency, Vector staff is prohibited from having direct contact with the customerAt that point all communication is directed to the collection agency for handling and the collection agency works with the customer and Vector to resolve the situation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 from the collection agency so I went ahead and paid the amount of $ I would like a refund of that amount
Regards,
*** ***

Customer signed agreement date 1/7/for a year term with a renewal clause on line stating the agreement would renew for a period of one year, this is standard in the alarm industry. Customer called in on 1/6/where we advised him of the end of contract and the renewal terms.
We offered him a lower rate of $when he stated he will think about it and call back. On 2/15/customer called back and we gave him the same offer as before, again he said he would call back. One 4/15/16, he called again and we gave him the same offer or we would hold him to the renewal terms. On 4/19/he called in and advised us he wanted to take offer from another company, we then advised him of the renewal terms and that he would be held to those terms. On 6/6/he called in disputing the final bill and what could we do, we advised he would reduce it 25% at which he declined. Customer is being held to the terms of the agreement which he signed and the renewal term is stated on the contract

Customer did sign year agreement. Attached should be the signed contract. Customer is being held to terms of agreement