Vector Security, Inc.

We apologize for the inconvenience in getting service scheduled, Vector will issue a one month credit and will guarantee that someone will call the customer today to get service scheduled.  As for the renewal term, the contract states that the agreement will renew for successive one terms...

unless notified in writing 30 days prior to the original agreement date.

After reviewing account, customer has been a loyal Vector customer since 2009.  Vector will terminate the account with no final bill due.

They will trick you into signing long term contract. Then you get stuck with payment even when you do not live there anymore.

Customer signed agreement on 11/11/2011 which was clearly stated it was a 5 year agreement. Customer even initialed where it states it is a 5 year agreement. Customer set of the alarm on 8/12/2014 which Vector responded to. Vector will set up a courtesy visit with the customer to go over the...

complete system to ensure customer that system is working properly. Vector is holding the customer to the terms of the agreement.

Initial Business Response /* (1000, 5, 2015/05/06) */
Customer signed 3 year agreement on 6/4/2013 agreeing to pay Vector $29.99. The State of Florida charges tax on the monitoring, it is stated in the contract that customer is responsible for all state, county fee's and taxes. Vector is more...

than willing and even offered to service the system, but the customer refused service. Vector is holding the customer to the terms of the contract. Account has been terminated but customer is held accountable for final bill through 6/4/16
Initial Consumer Rebuttal /* (3000, 7, 2015/05/16) */
The reality couldn't be any further from the truth. Vector never offered to send a technician to come repair the malfunctioning alarm system. For several months i've had problems with the security system failing, and since February I have been trying to get Vector Customer Service to send a technician, but to no avail. I have signed a contract with Vector; however, I was never able to get a hold of a customer service representative. A customer service representative was impossible to reach. Vector never offered to send a technician to repair their faulty alarm system. I was paying for a service I was not receiving. After several months of paying for a malfunctioning security system, I closed the account. I did not hear from Vector until after I closed the account. I feel I am a victim of a scam. Vector needs to be investigated.
Sincerely,
[redacted]
Final Consumer Response /* (4200, 11, 2015/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
For several months i've had problems with the security system failing, and I have been trying to get Vector Customer Service to send a technician, but to no avail. I was paying for a service I was not receiving. After several months of paying for a malfunctioning security system, I closed the account. I will not reopen my account with Vector because I feel I was/am a victim of a scam.
Final Business Response /* (4000, 13, 2015/05/21) */
Customer will be held to terms of agreement. Why would Vector refuse to service a customer that is paying us a monthly fee? Makes no sense...Again, we will service the account and make things right, but releasing the customer from the terms of the contract is not an option..

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I called many time there wouldn't be a record of my calls if no one answered the phone. I have had this problem with no one answering my calls from the first day of service.
Regards,
[redacted]

Customers account has been terminated and no money is owed to Vector.

Worst Business I have had the opportunity of working with. The sales representative told me my original contract was for 24 months. Come to find out its 36 months and I sent a letter to terminate because I relocated. House was sold in March and now I receive a bill for $1,317.43 for service of March 2016 to December 2018. When I called they said oh well your contract is for 5 years!!!! NOOO it is not! She said well it looks as if it was for 5 years and someone scribbled it out (on the copy of the contract they have- not mine!!). Worst people to talk to and deal with and the only response I get form the rep is "well its not an error that I made..." What a joke!

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 received a response TWO years after making my complaint. That is quite representative of the sort of follow-up I've received from Vector. They did in fact cancel my contract, did not refund any payments, never installed agreed-upon upgraded system, the system is still sitting on my wall making noises on a regular basis because they never came and uninstalled it as requested. Their response is that they called and left me messages that were not returned, and that is a simply not true. I would never recommend this vendor to anyone, considering the lack of any sort of significant response other than to make a sale or extend a contract.
Regards,
[redacted]

To power down the system, all you need to do is unplug the transformer from the outlet and the backup battery will eventually go dead.

Customer signed agreement on 10/14/2009 agreeing to pay $34.95.  Line 3 of contract clearly states:
"TERM":  For the services, the initial term of this agreement is three (3) years commencing on the day service begins, and will automatically continue for successive one (1) year terms...

unless cancelled by either of us in writing at least 30 days before the end of the initial term or any renewal term.
 
6/17/14:  Customer called in on 6/17/14 requesting to cancel
6/19/14:  Vector called customer and left message
9/4/14:  Vector poke with customer and advised customer to send termination letter and we would not hold customer to renewal term.
9/5/14:  Vector still has not received termination letter.  We need to be able to verify that the person making the request to cancel is actually the contract signer for liability reasons.  Customer can either mail or email letter.
 
As a courtesy, with this complaint being sent by the customer Vector will acknowledge this as a letter of cancellation and will terminate the account as of today and will not hold customer to the renewal terms which would be in October, 2014.  No refund will be issued.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. It is NOT accurate but I am not going to spend the time going through phone records to prove the number of times I tried to resolve this with Vector. They are NOT a customer friendly company or a company I, nor any friends or family will ever deal with in the future.  However, if the ongoing debitting of my checking account by Vector for providing absolutely nothing in return is in truth finally cancelled, I find that satisfactory to me.  I can only hope all of their employees get to experience that from some company they do business with.
Thank you for you time and invaluable assistance in this matter. Vector could learn a lot from you.  
 
Regards,
 
[redacted]

We have multiple records of Mr. [redacted] calling us but will not allow us to look at his system.
He states that his system is not working, however I have an account printout showing that he has been using the system on a daily basis without problem. If there was a fault on the system, it would have been reported in.
We stand by our offer to inspect the system at no charge for Mr. [redacted], but there is an enforceable contract in place for a total of 36 months.

Review: In September of 2015, we submitted forms with Vector to have our account suspended until we move into our new home. However, the associate that we submitted the forms to was terminated and Vector lost the paperwork. Vector continued to bill us for 7 months. We called several times during this period to get the payments cancelled, however the customer service representatives were completely incompetent and at first claimed that we could not suspend the account, then stated that they would suspend the account, but continued to bill us. Finally in March of 2016, I submitted cancellation paperwork to Vector, at which time the customer service associate agreed to cancel the contract with the extra months of payments to be considered payment in full. However, in May, we were contacted and Vector requested that we pay $355 to cancel the contract. Once again, we explained the situation, and the customer service representative stated that the account would be cleared and closed without any additional payments. He stated that he would be talking to his supervisor to see if they could repay us for any of the extra payments that we had made between September and March. We did not hear anything more from Vector until August of 2017, when we received a call from a collections bureau for the $355 that was supposed to have been cleared from our account. So while they were supposed to be making a management decision about repaying us, they reported us to a collections agency. At this point they claimed no knowledge of the clearing of the account. As our credit score was being threatened, we agreed to pay $175 if Vector would clear our account and we would never hear from them again; and if they would write an email to the collections company that the account was sent to them in error. Vector did this, and we paid the $175. Vector has demonstrated negligent business practices and then leveraged their ability to report us to a collection agency in order to strong arm us out of money they had agreed we did not owe.Desired Settlement: I would like my $175 returned, and I would like our account fully cleared with Vector Security and the collection agency.

Business

Response:

Customers account has been terminated with no more money owed to Vector. No refund of $175.00 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.

Review: Vector security is using unreasonable tactics to try and trap patrons into unreasonable contract terms.

I initially signed a contract with vector security of 5-19-11 for a 5 year contract. I have not used this service in over three years but continued to pay the premiums for the duration of the contract I signed. I notified Vector that I would like to cancel my contract on May 4th 2015. Vector says notification of cancelation is required within 30 days prior to the end of the contract and they refused to cancel the new one year extension although I made it clear to them this is a totally unwanted service and I notified them more than 15 days before the start of the new term.Desired Settlement: I would like Vector to cancel the new contract and not make me responsible for paying a $538.98 bill for a service I tried to cancel more than 15 days before the renewal went into effect, and all for a service I haven't used in over 3 years!

I tried to be reasonable by contacting them well in advance of the termination of the initial contract and more than 15 days before the renewal took effect.

Business

Response:

Vector is terminating the account and waiving any final bill.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

After canceling vector security and doing everything asked of me, for the next 3 months I was billed $10 more, and was NEVER notified of the bill.I signed a contract with vector security in early 2010. I didn't have any problems with them until 2013 when I deployed. Not sure what happened but they sent 3 months worth payment to collections before I returned to the United States from Afghanistan. That was my first incident with vector. This year in May I decided to cancel with vector due to moving but still renting the house to a tenant. After I canceled with vector they continued to bill me after cancelation for three months and sent the 3 months to collections without getting ahold of me but saying the couldn't reach me due to an inbox which was full.Desired Settlement$90.87 for the 3 months they charged me after I canceledBusiness Response Mr. [redacted] contacted Vector Security about cancelling the service in 2014 , however no written notification was received as required, in order for the cancellation to be processed. Mr. [redacted] was sent an invoice for $90.87 for the past due on the account as it was terminated for non-payment in June 2014.At this time Mr. [redacted] would not be due a refund for the $90.87.Consumer Response It has been 4 years now since this incident has happened. Not exactly sure why this is being addressed now. Yes, I am still [redacted] off about how certain companies feel like they can take advantage of you. Yes I would like to be reimbursed the money that was taken from me and yes I want to warn people how Vector Security treated me as a customer. Be careful if you decide to use them. In my opinion, what can they really do for you. If your house was broken in to, wouldnt you think the thief would be gone by the time the police showed up? Save the money and buy yourself a surveillance system. Atleast you can record the events that happened while you were gone.

Vector salesman stated that if you were active duty military with pcs orders you could cancel contract now there saying I have to sell my homeMy complaint is the fact that I was told I could cancel my contract if I have pcs orders and the sales rep said I could the day it was installed I have called vector and I get the same story have to sell the house have pcs orders and the sales receipt from the house being sold when I signed w vector I specifically asked them can I cancel for pcs orders and the rep from A1 security said yes now I have moved to fort bragg and I rented my house im paying for a security system I don't need Desired Settlementfor contract to be canceled and for vector security to understand the armed forces personnel move and they should be specific in there contract Business Response /[redacted]/Customer signed 3 year agreement back on 11/21/2013. Vector's corporate policy regarding a Military clause is listed on our website where it states that if you have PCS orders and sell your home, Vector will release you from the agreement. We have signed agreements which take precedence over anything that is stated verbal at the time of sale. Customer signed an agreement to protect his property at the listed address which is what we are continuing to do since he did not sell his house. Vector is holding the customer to the terms of the agreement.Consumer Response /[redacted]/I Did sign a contract the issue I have is the sales rep stated if I PCSED Regardless of selling my house I could cancel the contract. #2 If I lived in my house I would be fine with paying for the service I'm renting the home not like u can sell a house in a couple days there is a process.#3 In 2013 the statement they have on there website was not on my contract nor mentioned at all it makes no sense you have to sell your house to cancel the contract what difference does it make if you rent or own just another way for them to keep u paying them just to be clear I did sign and its a who said what scenario not to mention they know military personnel move all the time. #4 Bottom Line Vector Security needs to have there sales reps state there contract requirements to the buyer were I live is 98 percent military community it should not matter rent/own home all it is when the installed my system there was no cost to me it is to recoup there cost for the equipment have your vendors stand behind what they say try being honest instead of locking in someone to a contract military or civilian not asking for special treatment just a fair contract why pay for a service if I'm not in the home I would have not signed if I new this total disappointment.

Review: I signed up for security services on June 30 through a Mr. R[redacted]. He stated that someone would come out the next day, Fri. July 1st to install my security system and I would not have a pay a deposit. The installation tech, Eugene, came out and installed my my door monitors and motion detectors but said that he did not have 2 cameras and he would have to come back either Tues or Weds. He said that I had to pay $56.99 for the first month service up front. Tuesday and Weds came and I had not heard anything from Eugene so I called the office and spoke to Arthur. He said that he would send someone out that Friday to install my cameras. Friday came and Arthur called and said that his installer will not be able to come and would have to come the following week. On Tuesday,July 12, an installer came out but did not have all the equipment so he said he will have to come back out. On Fri. July 15, I called Arthur again to find out when my someone was coming out to complete my alarm and he stated that he would call me back in an hour or so to left me know. Today is Tues. July,19 and I still have not heard anything from Artur or Vector security. I have already paid a month in advance for a security system that's not even completely installed and in a couple of weeks it will be time for me to pay again. I've been inconvenienced and refused to continuing calling and begging someone to come out and do their job.Desired Settlement: I want a refund and Vector can come get their equipment. I'm going to stay with my old security company.

Business

Response:

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.

Review: We have been customers for 6 years and have been out of contract for almost 4 years with this company. I called to cancel service, was told that I would be contacted by a supervisor, no response either time. My wife emailed the cancellation email address as well. Here we are a week later, they charged me for another month of service and when I called to find out what was going on, I was told that the contract automatically renews yearly and we are under contract until April 2017. This is no where in the original contract and it is illegal to enforce contract that is not agreed upon. I have also asked for the payment information on the account (it is auto pay and I am not sure which debit card is listed) but I am being told that they can't give me that information. Why not?....It is my information to begin with. We no longer even have the equipment and have signed a contract with a different company because of previous problems with this company.Desired Settlement: I would like for my $52.99 payment to be returned and for my account to be terminated.

Business

Response:

Below is law in Tennessee regarding renewal clauses. Tenn. Code Ann. § 62-32-325 (2015)62-32-325. Automatic renewal clauses -- Cancellation during automatic renewal period. (a) A contract having an automatic renewal clause between an alarm systems contractor and any homeowner or renter for the provision of alarm services may automatically be renewed for a period not to exceed one (1) year at a time. Any waiver of the renewal limitation period included in the contract shall be void as contrary to public policy. - See more at: https://www.tn.gov/lawsandpolicies/article/62-32-325.-automatic-renewal-clauses-...⇄ Customer signed original 3 year agreement on 4/5/2011, customer did not request to cancel until July, 2016 whereas the renewal term had already taken place. Customer is under contract until April, 2017.

Vector Security's customer service department is very unorganized and not willing to work with customers on issues. I originally went to Vector in August of 2015 to cancel my service. I was told that I could cancel and provided the requested documentation. After this process, Vector Security still billed me and would not provide documentation as to why. After months of phone calls, I finally spoke with the head of customer service to resolve the issue. It turns out my contract with the company was unable to be cancelled and the outstanding balance was still due. I am fine with having to honor the contract, but not fine with it taking until the end of March 2016 to discuss this with Vector's customer service. They are unorganized and unprofessional, and I would be aware of this before utilizing any of their services.