Vector Security, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. However I was never asked for a bill from new address
Regards,
*** ***

Initial Business Response /* (1000, 5, 2015/05/01) */
Account will be terminated with no money owed to Vector
Initial Consumer Rebuttal /* (2000, 7, 2015/05/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While we accept the result, we find it sad that Vector
never righted the problem while the client was living

I apologize to the customer for what appears to be poor customer service We are only going by the notes that were entered into the system by the service sub-contractor that was to schedule and complete the work This is not the way that Vector conducts business on a basis and again my apologies to the customer

Company's response below:Response to *** *** ID *** We apologize for the difficult time with the cancellation of service for the customer’s account. We have reviewed the correspondence with the customer as noted in our system and it appears we did ask the customer on at least
two occasions to send us a written cancellation request and a copy of an electric bill showing her new home out-side of our service area . The customer was advised that once we received those documents we would release her from her contract and balance of contract owed. It is noted that the customer refused to send anything in writing several times, thus we proceeded with billing her for the balance of contract owed. We didn’t receive a written cancellation from the customer until July 6th and even then it didn’t have the requested copy of an electric bill which would have given proof that she had moved outside our service area and enable us to release her from her balance of contract. We feel we did our very best to advise the customer of our cancellation policy and requested the documents that were needed to resolve her issue. With that said, upper management has decided to release the customer from the balance of contract owed and the account cancellation will be finalized immediately. Thank you *** ***
*** *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAs a side note this company uses the cancellation process to keep billing customers for monthsThey are a security and technology business, there is no reason for their process except to make it difficult for customers to leave
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. However, Vector must send a message to the collecting agency and fix my credit
report if there is any issue
Regards,
*** ***

Our first indication that Mr *** was unhappy with our service was a call on 2/to him about an outstanding issueAll of our accounts are tagged so that any communication with a customer is notedThere is no indication that anyone spoke to him prior about a problem
We offered to have
service look at his system as it is covered under a lifetime service plan
Mr*** refusedWe will be glad to fix or repair any problems with his system, but there is no indication they system isn't working correctly
We will do what it takes to make sure his system is working properly, but there is a legal month contract in place

I responded to this complaint back on 9/15/stating customers account was terminated with no final billVector was also issuing credit for one month for $

Thank you for bringing this to our attention
Unfortunately, we can not help you from our *** PA branch
Your account is handled at our Dealer Group at the below addressThey will be able to resolve this for you
Vector Security
*** *** *** ***, VA ***

*** Account was terminated by Vector back on 8/13/2014. Notes in system state that the Dealer did try to reach customer to schedule service and left messages with no response. No refund will be issued. -Steve *** *** * ***
*** *** *** *** *** * *** * ***

alarms, faulty equipment, poor customer service, lie!
I can't wait for my year contract to be upBasically, I'm paying month to month, being stuck in this ridiculous contract, with equipment that doesn't work Was promised a discount rate, but that never happenedThey called my year old mother middle of the night because we had a low battery signal on one of my sensors and scared her to deathTo the person that made that callseriously, use some common sense!
They told us, because of our problems they would lower our rate 25% and to look for it on our next billWe never noted the discount, and the vector agent changed her tuneSaying we will get the discount after we sign up for another yearsHahaha nice switcherooNo thanks to the "discounted" extra years!
Faulty equipment is constantly waking up my newbornThey want $just for coming out just to look at itThen an additional $every minutes it takes them to figure out what's going onNo thanks! I'm not giving them any more money than I have to
I dread having to call customer serviceThey must train everybody to be cold and insensitive because that's how they come acrossAll they try to do is up sell into another year contract instead of fixing the issue at handIn a time where competition is heavy, instead of keeping customers happy by doing the right thing, they want to extend our contract and tack on additional "service" support; because they are so good at it! Family who have *** and *** get far better service and equipment than what we doMy mistake for thinking paying more would result in something better
And that was just for my home...My office is also vector, and that will be ending soon as wellAgain equipment issues they can't seem (really don't care) to fix even though I have their top care service plan
bottom line, Vector doesn't protect you from thieves, they, are in fact, the crooks

I have had this security system for about nine years now and it has been a love hate relationship the whole time Over the years whenever my smoke alarm would go off they would have to send a Technician out to "reset" my panel costing me $ A lot of these nine years my alarm was off line since I did not want to pay the $to have it reset This past winter, once again my smoke alarm went off, (wood stove) and once again I did not get it reset I finally got tired of paying every month for a system I could not set and to stop the calls that would come from time to time from Vector (usually at 6:am) to tell me they were getting a trouble signal from my house so I canceled my account They withdrew another month from my bank account so again I took the time to get on the phone get passed from department to department, went over everything that had already been done, thought it was the end of it Some time later I get a call from Vector, you got to be kidding me was my e

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.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Regards,*** ***

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 appreciate the apology, even after all this timeHowever, is it possible to at least have someone out to uninstall the system as requested? I don't know how to do it because of the way it's wired inI get alarms going off on it because it is no longer in service
Regards,
Jessica StevensFrom: Jessica Stevens Date: Thu, May 19, at 10:AMSubject: Complaint ID #10171864To: [email protected] I have a complaint in the system and the business is responding now, almost two years laterI responded but after sending my response, noted that the phone number I listed two years ago is no longer accurateCan you please update my phone number daytime and evening to 210-503-5767 in case the company wants to call me to resolve?Thank you,Jessica [email protected]

[redacted]s account was terminated by Vector Security on 9/2/2014 and was not sent to collections. -Steve [redacted]

I had a 2-year contract with his company, which is a home security company. When my contract expired I contacted them and let them know that I would not be renewing a contract as we were renting the house that we were living in and we were moving out. They then told me that nothing further needed to be done. Several weeks later, I received a bill for $99 from them, stating that I never stopped or canceled my service. I was surprised by this as I only had a 2-year contract with them and they knew all along that we would be moving and discontinuing our service at the end of this time. They told me that they could not discontinue our service and that I needed to sign a cancellation form for them to discontinue our service. I signed the form and returned it to them.
Several weeks later, I received a bill for $200 saying that I had never discontinued my service. I called them once again and they said that they never recieved the form and they were still billing me. I told them that, as I previously signed the paper, had spoken to multiple individuals from their team over the past few weeks regarding discontinuing my service that I would not be interested in signing the form again and that I would like them to take me out of their system, deactivate the previous account and not contact/bill me any further.
Several days later, on 9/14/2015, they called my house phone (we had previously spoken only on my cellular phone), spoke to my wife and stated that if I didn't sign another form or pay them that they would refer the bill to a collection agency.

We will cancel the account as the customer has requested in this complaint.  The only reason it has not been cancelled previously was due to us not receiving the written cancellation request as the customer had been advised in January and again yesterday.

Pleaseaccept this as our response to Revdex.com Case# [redacted] submitted by [redacted]. Mr.[redacted] signed a contract with Vector Security on February 17, 2009. This contractstates under Term 3 “For services, the initial term of this Agreement is three(3) years commencing on the day services begins, and...

will automaticallycontinue for successive one (1) year terms unless canceled by either of us inwriting at least thirty (30) before the end of the initial term or any renewalterm”. While Mr. [redacted] does not feel that he agreed to the automatic renewal, hedid in fact agree to this term when he signed the contract.  Wedid receive a call from Mr. [redacted] requesting to cancel on January 24, 2015 andwas told that someone from our Retention Department would call him back todiscuss cancellation. A representative attempted to call him on two differentnumbers, however one was not a working number and the other did not have avoicemail box set up so we could not leave a message. We heard back from [redacted] on February 25, 2015 and explained that in order to cancel the service wedo require thirty days written notice, per his contract. We received hiscancellation notice on February 27, 2015 and it is being processed. [redacted] is correct that a payment was drafted from his account on February 24,2015. Since he had not sent in a cancellation notice, his account was stillactive. Given that he does have to provide thirty days’ notice to cancel, thepayment drafted is valid. However, since **. [redacted] has been a valued customerfor six years, as a courtesy we will refund the last payment of $47.99 in theform of a check. He should receive this within 2-3 weeks.  Welook forward to your prompt resolution of this case. A copy of this letter hasbeen sent to the customer.

Please accept this as our response to Revdex.com Case# [redacted] submitted by [redacted]
[redacted] signed a three year contract on March 19, 2011 through an authorized dealer of Vector Security. As our authorized dealer, [redacted]. handled the sale and installation of...

security system as well as any cancellations within the first year of the contract. Decisions of holding the contract term and/or any reporting debt to any credit bureau would have been handled by [redacted]
Mrs. [redacted]’s last payment made was on October 4, 2011 and the account was terminated due to non-payment on January 20, 2012. Since Mrs. [redacted] had not yet paid for one full year, the account was sent back to [redacted].. If Mrs. [redacted]’s credit has been negatively effected by this, she will need to contact [redacted].. as Vector Security did not report her account to any credit bureau. 
We look forward to your prompt resolution of this case. A copy of this letter has been sent to the customer.