Norandex

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.

Good Afternoon!Mr. [redacted] signed a 36 month contract with Vector Security, Inc. on 8/11/2014.  Therefore, he still has 20 months left under contract, as of today, 12/30/2015.  Vector Security, Inc. requires a signature to cancel any active account.  We emailed Mr. Spina a...

termination request on 10/27/2015 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]
[redacted]
[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. 
Thank you for your help in this matter, Regards,
[redacted]

Customer was advised on 12/12/2014 that they needed to send in written request to cancel.  Vector never received cancellation request.  On 12/17/14 we called and left a message with no response.  On 12/20/14, we called again and left message with no response.  On 1/23/15 we...

called and spoke with Ms. and 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.

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.

Mrs [redacted] was offered a one hundred dollar referral credit for her tenants home that was approved by the Residential Sales Manager. Regarding the break in at her tenants home. This event occurred within the grace period time. This information is explained to the person operating the system at time...

of sales as well as time of install. This grace period is to ensure that the operator understand how to use the system. In the chance of a false alarm during this time period there is no dispatch for alarms. Regarding 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 charged. However in previous conversations she stated that it was already removed prior to the service technicians arrivals. The only way this could gave occurred is if someone else had already removed it. She was offered a credit for one month of free monitoring because of this issue to attempt to make her happy. However, at no point was she offered an addition one hundred dollar credit. gift card or three months of free monitoring because of any of the issue that she claims she has had. She has also changed her story regarding what she has offered may times as well. We 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 on. She states all she wants to do is be a good customer. However, her emails that were sent state that she wants to pay her bill and cancel. I hope this information clears things up. Thank you

Account has been terminated and no final bill is owed.

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.

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 period. The company took advantage to adjust the term period without bringing clear attention to it. Even the initial contract when the service was just started and all the original sensors and panel installed was only for 36 months. I was told I should have spoke with a supervisor and when I had asked to before the associate said it would make no difference. The company took advantage to entrap and extend the contract. When unfortunate circumstances required the service to be terminated, no consideration was given to my six year record as a customer.

After reviewing account, customer did pay off contract balance.  Our local Vector office will be calling customer to schedule service to reinstate the account.

Re: [redacted]Dear [redacted],As per the attached contract the complainants [redacted] and [redacted] signed a three year agreement with Vector Security Inc. on September 22, 2012. The contract does not reflect any changes to line #3 term: “For...

services, the initial term of this agreement is 3 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 $642.53 to cover services from 8/27/14 to 11/26/14 as well as the balance due on the contract until 9/21/15. There was no additional charge for equipment.Customer is responsible for amount billed as per contract signed.Sincerely,[redacted]Collections Supervisor

We have contacted the customer and resolved all outstanding issues.  We issued a refund back to the customer in the amount of $149.97

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

After reviewing contract, confirmed that customer signed a 5 year agreement on June 20, 2012.  We also conducted 2 recorded QA calls with the customer before and after installation were we specifically asked certain questions and one of them being "do you understand that you signed a 5year...

agreement" the customer clearly stated "YES" on both recordings.  Customer is being held to the terms of the contract.

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

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 ###-###-####.

Customer signed a 5 year agreement back on 6/12/2012 agreeing to the terms of $52.99 for 60 months.  [redacted], 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.

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]

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]

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]