Vector Security, Inc.

Vector security sales agents do not make it known that Vector Security does not honor the Soldiers' and Sailors' Civil Relief Act.After signing a 3 year contract with Vector Security, my husband recieved military permanent change of station orders requiring us to move from our home in NC to TX. Upon recieving orders, I contacted Vector in order to cancel services and terminate the contract. I was informed that I would need to sell the house in order to terminate the contract.The sales representative informed my husband and I that there would be no issue with terminating should we recieve military orders but clearly this was not the case. If Vector is going to target individuals in the vicinity of military bases, their sales representatives need to make it clear that PCS orders will not allow them to cancel their contract. I understand that it is in their legal rights to collect monies for the outstanding term for military members who PCS, but this is unethical and this practice should not be hidden from clients upon signing the contract.Otherwise, we recieved great service from Vector but we feel that we should no longer be forced to pay for a service that will not be utilized. Desired SettlementRequest termination of contract with no financial penalty.Business Response /[redacted]/Please accept this as our response to Revdex.com Case# XXXXXXXX submitted by [redacted].As a Vector Security customer, all military and residential customers are required to sign a contract outlining the terms and conditions for installation of the security system, monitoring, and other services. The term of the contract could run over a period of several years depending on the service area and type of services. Military families are unique as they may be deployed or the housing situation could change during the life of the contract. If this happens, our policy for active duty military is as follows: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 service and the remaining commitment on your contract.If you own your home where the security system is installed and are planning to keep 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 with Vector Security.Mrs. [redacted] signed a three year contract on March 8, 2013. Our sales representatives are highly trained on all aspects of our contracts and policies, including our military policy. We apologize if she feels there was some form of miscommunication at this time however the contract term is written boldly on the agreement and our military policy can be easily located on our website for clarification. Mrs. [redacted] contacted our office to have her account canceled in November 2013. The contract terms and our military policy were explained to her. We received her cancellation notice on December 6, 2013 and the account was cancelled the next day. Mrs. [redacted]'s equipment is leased and needs to be returned to avoid being billed for the cost of the equipment. We attempted to contact Mrs. [redacted] and her tenants regarding this a total of nine times during December 2013 and January 2014 with no response. On February 6, 2014, the final billed was mailed in the amount of $2,114.73 ($1,214.73 contract term for remaining 27 months plus $900.00 equipment cost). On February 18, 2014, Mrs. [redacted] called three times. First she spoke with the District Accounts Receivable and Retention Manager who explained the contract terms and military policy. The option to have the account reinstated and have the tenants added as 'users' to the account was offered however Mrs. [redacted] declined. She then called back and spoke to the District Administrator to find out why our contracts are not subject to the Service Member Civil Relief Act (SCRA). The District Administrator explained that an alarm contract does not fall under the definition of an installment contract defined within the SCRA and therefore does not provide the ability to terminate a contract with Vector Security. Mrs. [redacted] then called our Retention Department and agreed to reinstate and add her tenants to the account. We received the necessary paperwork back on March 10, 2014 and attempted to schedule the reinstatement numerous times with Mrs. [redacted]'s tenants but received no response. On June 16, 2014 we spoke to Mrs. [redacted] who stated she would make sure her tenants contacted us however she called again July 23rd stating the tenants did not want the service and to keep it cancelled. Vector Security is proud to serve military personnel and their families. We understand the commitment and sacrifice that these families make every day and we appreciate every family that selects Vector Security to keep their family, home, and belongings safe. However we find that Mrs. [redacted] is responsible for the terms of her agreement. We are still more than willing to complete the reinstatement if she wishes. If she wishes for the account to remain closed, a final bill will be mailed again for the above listed amount.We look forward to your prompt resolution of this case. A copy of this letter has been sent to the customer. Consumer Response /[redacted]/As indicated in the response from Vector Security, the signed contract does indeed state the terms, as any contract does. My issue is with the unethical practice of not disclosing to military personnel the fact that PCS orders, which all service members can receive at any time with little to no notice, will not result in a termination of contract without penalty. As stated in Vector's response, you have to search their website in order to find their military policy. At no time was I informed that this information existed. Vector sales representations have the ethical responsibility to disclose this information when advertising their services, as the military policy is not stated on the signed agreement.As stated in Vector's response, I offered for the current tenants to continue the service and requested on multiple occasions that they call Vector to schedule service activation but it turns out that they are not interested.After experiencing the difficulties of terminating services, even with a fulfilled contract, I am choosing to close out the account to avoid an automatic contract renewal as is the practice of Vector Security. I now understand that Vector's services are not subject to the Service Member's Civil Relief Act, but any logical, ethical person will understand that it is absolutely unpatriotic and unethical to force service members who are forced by the Government to move from their residence to continue to pay for services that are no longer being rendered. This practice must be made public to those areas surrounding military bases where Vector targets potential clients.Final Business Response /[redacted]/Please accept this as our second response to Revdex.com Case# XXXXXXXX submitted by [redacted].While we agree that our sales representatives have a responsibility to explain policies in detail to our customers when asked, we also feel that the customer holds an equal responsibility to read the document they are signing and to ask questions to clarify any potential problems they may see. There is no evidence showing that our sales representative did or did not explain the military policy nor is there that Mrs. [redacted] informed the sales representative that they are a military family, in which case our sales representative would not have even known to explain the policy. We do not find it unethical or unpatriotic to hold service members to their contract term when they relocate. Since Mrs. [redacted] does own her home, we are still able to render the services for which we are contracted and are able to uphold our agreed upon responsibilities. Mrs. [redacted] made a corresponding obligation when she signed the contract, to which she is accountable.We stand by our decision to hold Mrs. [redacted] to her contract terms, however in an effort to resolve this matter quickly and as a courtesy to the potential of miscommunication at the time the contract was signed, we will waive the contract balance. The equipment is still leased and will need to be returned to Vector Security in order for this cost to be removed. Mrs. [redacted] may schedule a time for one of our Certified Service Technicians to remove the equipment by calling X-XXX-XXX-XXXX. If we are unable to remove the equipment within one month from the date of this response, Mrs. [redacted] will be responsible for paying for the cost of the equipment in the amount of $900.00. We look forward to your prompt resolution of this case. A copy of this letter has been sent to the customer. Final Consumer Response /[redacted]/(The consumer indicated he/she ACCEPTED the response from the business.)I appreciate the rapid response to this matter on behalf of Vector Security. Unfortunately I do not have written proof of my conversation with the sales representative at the time but I did indeed discuss my family's situation regarding the possibility of PCS orders due to being a military family. In fact we were convinced to install the security system due to an upcoming deployment for my husband and the risks associated with being home alone with a newborn baby.I chose to pursue this issue with the mediation of the Revdex.com in order to publicize the fact that the military policy established by Vector is not made apparent either on the contract itself or by the sales representative. My hope would be that the military policy is incorporated in to the contract to avoid such confusion in the future, or adjust the policy to allow for contract termination upon receipt of PCS orders.I will contact a Certified Service Technician in order to schedule the removal of the referenced equipment. Once again, I appreciate Vector's willingness to work with us on this matter. As stated before, up until my family's receipt of PCS orders, we had experienced nothing but great service from Vector Security.

Review: On June 4,2013 we sign a contract for 3 years of services and when 30 days from the end of the contract I [redacted] called to inform them of cancellation after a few days go by of each party leaving message we finally spoke on the matter May11,2016 several offers was extended but we inform them that do to financial matters we was canceling there services that when everything went sour . We was inform that it had to be a written cancellation within 3o days and we can not cancel the contract because it automatically renews for a year. In a 3 year time frame and no upcoming information from the company advising me that the contract was up for renewal if not cancelled in the upcoming months. I had no problem with the services I even got my Dad signed up with them in January to know that now I have been loyal to my 3 years and I can't afford it anymore and they want to make me by adding another year because I gave them a verbal cancellation instead of a written one. Who does that; that is not good business practice at all. I'm so truly disappointed at there business practice and now I got my Dad tried into this contract mess as well. I gave them no problem and payment on time for 3 years does that not count for anything where is HUMANITY.Desired Settlement: I want to be out of the contract and with good standing because I took care of my obligation on my end for 3 years . As well as brought a client to the business. You can ask for them to pull the recordings on May 4 ,2016 asking for cancellation of the contract. Please help I can't avoid it anymore my monthly medication is very expensive. I'm now on a set income

Business

Response:

Customers account will be terminated with no final bill or payment.

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.

We were misinformed about the term of our security system once our original contract expired. We are now trying to cancel services. We signed a contract with this company when we first moved in to our house, a little over 5 years ago. Last year (Oct 2014)our house was burglarized WHILE OUR SYSTEM WAS SET but the alarm never went off (They broke a window and we have glass break sensors). Their own tech admitted our alarm was not installed correctly (location of sensors). We kept getting the run around from the company in regards to updating equip, admitting that we had our alarm set, etc. They were unwilling to take responsibility that their tech screwed up and did not install system as it should have been and not willing to assist us with our deductible for insurace (my wedding rings were stolen). We have been dealing with the company for several months before getting so frustrated we could not longer stand talking to their incompetent employees- everyone told us something different. They were offering us "deals" which were no deal at all, trying to sucker us back into their poor business. Mid-late 2015 we were informed our contract had ended and we would be on a month to month plan until we re-signed for another 3 year contract. At this point we knew we were going to be selling our home, we no longer felt safe and comforatble with their equipment and servies, or in our own home. We refused to sign another contract, and told them so, several times! We told their "salesman" we would be moving soon and did not want to sign another contract, mainly because we have been so dissatisfied with their product and service. During this time, we were informed our equipment is incredibly outdated- we never received phone or written correspondence to tell us this or offer a chance to upgrade- and our model would be useless after 12/31/15. We decided not to switch companies since, again, we would be moving soon. My husband called early December to cancel our services at the end of December 2015 (when our previously mentioned equipment will not longer be usable and we will be moving) and he was told our contract was automatically renewed and we could not drop their service with out penalty! Not one person mentioned this before. If it had been, we would have cancelled our service months ago. The only reason we didn't was the fact we were told we were on a month-to-month basis. Now the company will not let us cancel our services unless we pay a $370 cancellation fee- the remainder of our "contract". And, I must mention we did not upgrade our equipment so we are paying for a service that we can't even receive. Blasphemy! How can a company run this way? Not only do we pay a higher monthly payment for this company (compared to other security systems out there) but they have been extremely difficult to deal with and absolutely deceptive. We have been told multiple things by multiple people. Not only did they not offer ANY thing when our home was burglarized (extra sensors, free upgrade, etc) they tried to blame us for the occurrence. We have been incredibly dissatisfied with they way we have been treated. What happened to pride in your business. A national company is after a small, middle class family of 3 over $370!Desired SettlementI want our services cancelled without paying the $370 fee we are unfairly being charged. We were told we were on a month to month basis and our equipment is so outdated we can't even receive the services we are paying an exorbitant amount for. Their company has been so rigid and unwilling to compromise it is pathetic. We have been getting the run around, again over the last month.Business Response Contact Name and Title: [redacted]Contact Phone: 800.458.7194Contact Email: [redacted]@vectorsecurity.comMrs. [redacted], I apologize for the miscommunication. Please contact me directly so that we may resolve this issue. Thank you, [redacted]Customer Care Manager[redacted] extension [redacted]Consumer Response I called the above individual. They were-of course- not available and I Was kicked around to 4 other people in a matter of 15 minutes. The last woman I spoke to was incredibly rude, continuously insisting she was "assisting" me and trying to resolve our account when in fact she was just trying to bully me. She was requesting our realtor information and when asked why she simply responded "so I can resolve this issue" but never answered the question. I am not giving them anyone else's information. I would not recommend this company to anyone. Their service has been deplorable. I don't understand how a company can retain clients with their business practices. I feel I just got the run around when I called. I guess no one wanted to deal with us so we kept getting kicked around. I have never been so frustrated- my guess is this is how they get what they want. I have been very disappointed with how unprofessional they have behaved. I don't understand how they retain clients following a business model that bullies it's clients. Final Business Response Mrs. [redacted], I do apologize, I am not sure why your call did not come through to my extension. I will attempt to call you at the number we have listed on the account, by the end of the day today. Thank you,[redacted]

Review: Vector Technician came to my house and told me that my device is obsolete and will not work after December 2015. January 2016 came I was charged for my monthly DUE. I talked to vector on why charging since its obsolete and not working but they said still working. I told them to cancel my service. they said my plan is 5 years and will be over by May 2016. I called before May and they said they will send me a form to cancel and I waited for the form and they never call me back. yesterday I called again and they said they will return call in 48 hours. Finally this morning I talked to the manager and he told me that I was late to cancel it. I was enrolled to another year so it means I need to pay the whole year before I can cancel it. THIS OBVIOUSLY A RIPPED OFF!!Desired Settlement: CANCEL MY SERVICE AND REFUND MY JANUARY TO JULY 2016 FEES. SINCE VECTOR DEVICE WAS OBSOLETE LAST DECEMEBR 2015

Business

Response:

Vector will cancel account as of today, but no refund will be issued. System is still working and being monitored as of today. 2G network is not shutting down completely until December 31, 2016.

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. However, I'm not going to pay the recent bill they sent me. Please see attached file.

Not providing proper service, dealing with customer service to get any problem resolved.My service has not been working since September of 2013. We cut stopped our hardline for our phone. We were originally told that even if that happened it would not deny service. My wife did not find out until the alarm went off a couple of month later that they were not monitoring. Once we called, the company said that they tried to call with the phone that was on record. We no longer have that phone, my wife gave the number three times without it ever being changed. We were told by different "area" that who we talked to did not have the permission to do so. I find it funny that they can send us a bill in the mail to pay them but not one telling us that are service is not working. Once we tried to solve this issue, and possibly upgrade we had to talk with numerous people in different locations. Always routing us to another area or branch. In the contract it states that they have the right to cancel the contract if the service is not working. Well it is not, and they knew this and decided to have us continue making payments on service that does not work. When we tried to solve issues we called and had to leave messages and was told that they would get back with us. It usually took them at least a week to respond. We had to pull teeth getting permission from some director to come up with a viable solution to upgrade. After thinking about it, I no longer with to do that due to the fact that we had to pull teeth and go so high up in the food chain to get anything accomplished. I wish to cancel my contract Desired SettlementCancellation of service, and not paying remaining amount due to service not being provided.Business Response /[redacted]/Please accept this as our response to Revdex.com Case# XXXXXXX submitted by [redacted].Mr. [redacted] states that he would like to cancel his contract and be released from his remaining contract term due to lack of service. This lack of service comes from Mr. [redacted] canceling his landline telephone service, which is required for his system to communicate to our monitoring center. Mr. [redacted] signed a contract with Vector Security on July 18, 2007. This contract has an initial three year term and an automatic annual renewal. His contract stipulates that "a monitored System includes the Panel that sends signals to the Center over your regular telephone service". The contract also states that "if your telephone services is...out of order...or otherwise not working, signals cannot be transmitted and the Center and we will not know of the telephone service problem". On January 10, 2014, Mrs. [redacted] called our office requesting to cancel. She stated they just realized they had not been monitored since September 2013 when they canceled their telephone line. She was transferred to our Retention Department to discuss alternative options and our cancellation procedures. She spoke to a representative who offered to upgrade her panel and add cellular service, which would allow her system to communicate without the use of a telephone line. This offer included a free installation of the new equipment, a $5.00 increase in her monthly rate, and a new 36 month agreement. In accordance with the above contract terms, the contract also states "You may be required to execute an additional agreement for cellular or radio transmission service" however Mrs. [redacted] denied this offer. She was made aware that if the account is canceled, a final bill would be mailed for the remaining time left on the annual renewal. She requested to update the emergency call list on the account and a message was sent to the appropriate department to call Mrs. [redacted] back. The message was returned and a voicemail was left for her. Mr. [redacted] called our office shortly after we finished speaking to Mrs. [redacted]. He spoke to the same representative in our Retention Department and stated that he would consider our offer if we would credit his account from September to January and keep his monthly rate the same. The representative explained to him that his request would need to be reviewed by management for approval and that she would call him back with an answer. We agreed to issue a credit to Mr. [redacted]'s account for the time the system was not communicating, although per his contract terms we were not responsible to do so. In order for us to provide cellular service to a customer, we do have to charge the additional small monthly fee of $5.00. A representative called Mr. [redacted] back to let him know our offer and a voicemail was left for him. We heard back from Mr. [redacted] on January 21, 2014 and he stated he just wanted to cancel the account. Again it was explained that he would still be responsible for the remaining time left on the contract term. He requested we send him a cancellation notice for him to sign and return, which was completed. The cancellation notice does include that by signing he is agreeing that his account will be canceled and that he will be responsible for the outstanding balance on his account as well as the contract balance. We received this signed notice back from Mr. [redacted] on February 7, 2014. We would still like to offer Mr. [redacted] an upgraded panel with cellular service, free installation, $5.00 increase in his monthly rate, a credit to his account from September through January with a new 36 month agreement. We feel that this offer is more than fair as Vector Security has upheld our end of the contract. However, in an effort of goodwill to a loyal customer, we will release Mr. [redacted] from his remaining balance of contract if he wishes to continue with his cancellation request.We look forward to your prompt resolution of this case. A copy of this letter has been sent to the customer. Final Consumer Response /[redacted]/If Vector Security is willing to continue with the cancellation process and waive the remaining balance, and or has done so, then I am satisfied with the result. From a customer stand point, I would like to see a more streamlined process when providing customer service. I know in my case, that would have alleviated a lot of the frustration that my wife and I felt. Hopefully for all parties involved this can be a valuable lesson in dealing with customer service matters in a way that can be dealt with at the lowest level. The courtesy was there, and I will say professionalism in the manner of speaking with different representatives, but the way the process was set-up was what was most problematic.

My mother is elderly and lives alone, so she followed the advice of friends and had a security system installed. In the space of three months the system malfunctioned twice, the second event resulting in the police being summoned to her house. She was so rattled that she couldn't remember the code to turn it off, and even after the police arrived and contacted Vector, there was apparently no way to turn the alarm off. Eventually I was able to silence the alarm and disconnected it completely. Granted, Vector offered to send a technician out to fix whatever caused the malfunction, but the first time there was a malfunction, the earliest they could send a technician out was three days later. We therefore declined that offer, as my mother no longer wished to have the system at all. Even if we had gotten the system "fixed," there was no guarantee it wouldn't malfunction again (and again), as had happened previously. Fortunately, since she paid an annual fee to the police department for registration of the system, there was no charge for the "false alarm" call (had she not registered the system, she would have been charged $200 for the "false alarm" call). But even with a "registered" system after the second such call, the police department would start to assess a fine, the size of which increases with each additional false alarm. Naturally, even if the false alarm was due to a malfunction of Vector's equipment, Vector would not assume responsibility for paying such fines had they been assessed. All my mother wanted at this point was to discontinue the service and be allowed out of her contract, since from her point of view Vector had not held up it's end of the contract by failing to provide a reliable system. Even the responding police officer felt she should be allowed out of the contract based on health concerns for my mother (when the police first arrived she was so distraught they feared she might have a heart attack). Apparently the officer contacted Vector and expressed this opinion, but it did not have any affect, as my mother recently received a bill for close to $450 to effectively "buy out" the rest of her contract with Vector. Although this might be less expensive than paying fines caused by repeated false alarms due to a faulty system, it still seems like she should not have to pay $450 for a system she's not using because it didn't function properly and caused her much emotional distress. You should certainly consider the possibility of a similar situation happening to you or a loved one before signing a contract with Vector.

Review: In Mid-May, I contacted Vector Security to see if I could cancel my contract, which I knew was coming to an end in June. The reason why I wanted to cancel was because their product does not work well. I had several false alarms related to faulty sensors, so many that I was actually fined by the county I live in. I did not feel this was a necessary service for me.

When I called to cancel on 5/19/16, I was informed that I needed to provide written notice 30 days prior to the end of the contract period in order to cancel service. My contract ends on 6/8/16. I was not pleased with this, but I was able to negotiate a 12 month extension at a reduced rate ($5 less per month), which was not what I wanted, but I thought a good enough compromise.

On 5/20/16, I received the following email: Good Morning Ms. Service,

My apologies, but the offer that was made yesterday was incorrect. After looking into your account further, unfortunately we will not be able to proceed. Currently you have a contract that was signed on 6/8/2015 for a three year term ending on 6/8/2018, and per my manager since there are two years left on your contract, at this time we will not be able to reduce your rate. I have attached a copy of your most recent contract for your review.

Regards,

Martin G[redacted]

Retention Specialist

VECTOR SECURITY®

………………………………

T: ###-###-####

F: ###-###-####

www.vectorsecurity.com

I responded:

I did not sign a contract for three years. When I bought the house, I agreed to take over their old contract, which expired in a year. Please ask your manager to contact me. Thanks,

Sent from my iPhone

On 5/23/16, I received the following email: I had my supervisor research this in more detail. You were correct and that it is a one year. Our apologies for giving you the incorrect info. We will proceed with the original offer as before and send out the paperwork.

Regards,

Martin G[redacted]

Retention Specialist

VECTOR SECURITY®

………………………………

T: ###-###-####

F: ###-###-####

By this point, I felt very suspicious of this company and was worried that they were going to somehow try to rope me into a three year contract that I do not want. When they resent the initial offer, because of their attempt to backdate a 3 year contract that I never signed, in addition to not really wanting their product, I asked again that I be able to cancel my service. The same representative sent me a cancellation form and said that was fine. I will paste the form below. As you can see, it does not say anything about how canceling not prior to 30 days before the end of your contract date will result in you being charged for the next term of contract, or 12 months.

To whom it may concern,

Thank you for being a Vector client, we are sad to see you go! In order to assure your account is properly cancelled we ask that you please respond to email [redacted] with:

-Name ?

-Full Address (Where the security system is located) ?

-Terminate date ?

-Verbal password ?

-Reason for cancellation ?

[redacted] NOTICE: Cancellation can take up to 30 days as per the contract, any automatic drafts or billing statements may be withdrawn / sent to you within this time. [redacted]

Any balance due on account will be sent via invoice, if billing address is different than above address listed, please provide forwarding address.

Martin G[redacted]

Retention Specialist

VECTOR SECURITY®

………………………………

T: ###-###-####

F: ###-###-####

www.vectorsecurity.com

Had I not specifically asked the representative if this would cancel without any penalties, he would not have told me. Again, I felt misled by this company. I asked to talk to his supervisor and he responded, "She is going to tell you the same thing I am telling you." I said I would like to speak with her anyway. I believe he said her name was Sherry. I was placed on hold for 10 minutes and advised that she was busy but she would call me back. That was on 6/2/16, and as yet, I have not been able to reach her. If you recall from the prior emails, this is the second time I have asked to speak to someone with a bit more authority than the rep, and also the second time this was denied. I cannot imagine their reasoning for doing this.

This company has misrepresented their cancellation procedure and outright lied to me about my contract terms. They have made no efforts to get me in touch with someone beyond a frontline rep to help me resolve the issue. I would like my contract to be cancelled at the end of its term, June 8th, 2016, since Vector Security has been so unreliable, misleading, and duplicitous.Desired Settlement: I would like my contract to be cancelled at the end of its term, June 8th, 2016, since Vector Security has been so unreliable, misleading, and duplicitous.

Business

Response:

Customers account will be terminated with no final bill effective immediately.

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.

Service has been turned off since February, 2016. The company has billed me for 3 months, asking for 4 months.I talked with Billing Dept to resolve a debt. I was told, March 16, 2016, by billing dept my service has been inactive since February, 2016. I told her the service was inactive since January. (I received a bill from Vector Security stating that I was 3 months behind.) I tried to rectify the situation and pay for the service up until the account becomes inactive. When I gave her the credit card information, she stated that card was declined. I told her I would call back the following morning. I went to the bank of my account and inquired about the reason of of decline, the bank teller says there is no attempt to get money from my account as of March 16' 2106. They said I'm under a contract and have to pay. I tried to pay.Desired SettlementI want a complete resolution and explanation of charges.Business Response Contact Name and Title: [redacted]Contact Phone: [redacted]Contact Email: [redacted]@vectorsecurity.comWe will contact the customer directly to address his concerns.

The company did not monitor our home for over a year.On April 20, 2016 my niece accidentally triggered our home alarm system during her visit. I waited for the monitoring center to call or speak through the speaker. After they didn't call us my wife called them. My wife was informed that they (Vector Security) weren't getting a signal. My wife questioned the representative further and learned that when we changed our landline carrier they weren't getting a signal since then. Our home was not being monitored for over a year! Within that year we traveled out of the country and out of state on several occasions. I explained to Vector Security that I will not pay for a service that I am not receiving and have not received since March 2015. We have been receiving harassing phone calls and they even continued to take monthly charges out of our account after the notification. We were asked to send a letter of termination which we did in June 2016. We have since received an invoice in the amount of $77.66. Our contract began on April 10, 2008 and had a three year term. After the three years, we had no issue with them therefore we decided to keep them as our monitoring company up to this point.Lastly, I am requested a full refund for the months service was not provided to protect my home and person belongs. Desired SettlementI am seeking a full refund from March 2016 - May 2016 in the amount of $599.85. Most monitoring companies have the customer test their system to assure that their service is performing properly.Business Response Because a technician has not been able to evaluate the system, Vector Security is unable to determine what, if any, communication issues exist. Vector Security would appreciate the opportunity to evaluate the system. During this time, Vector Security has continued to monitor the account for any signals from the system.As a courtesy, because Mr. [redacted] is a longtime customer, Vector Security would be willing to refund six (6) months of monitoring service to the customer, should he be unwilling to allow a technician to evaluate. Consumer Response After careful consideration, we decided to pursue the full amount of $599.85. We were not offered the opportunity for a technician to come out to our home until now. Vector Security is not and was not monitoring our home security system since March 2015. There is no way they are monitoring a system that is no longer in place. We have been under contract with [redacted] Security Systems since May 13, 2016. I am prepared to file a formal suit against the company if need be. We feel this is a small price to pay given what could have happened to our home while out of the country and out of state, under the assumption that our home was being monitored. Final Business Response After further review, Vector Security has agreed to refund the full amount to the customer. Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)That is the right way to do business. All your customers want is peace of mind while in and out of their homes.

Review: Vector Security promoted me a 36 month home security contract on January 2013 and it said an Initial Term for 36 months.The Contract I agreed on with the Sales Representative stated 'Initial Term' of contract in Section 2.3 was 36 months and this was initialed by myself. Section 3 states that the initial term is 3 years and if I check the box then it will continue for the next 1 year renewal which I didn't initialed as the representative mentioned that has no relevance and said this contract was only for three years. The Vector Security representative personally visited and discussed these terms with me in my home. Item 2.3 is the stated Initial Term and therefore should be such in subsequent item 3. I made several attempts to cancel before the end of three year period which is 31st January 2016, but the customer representatives kept on saying somebody going to call me back. After so many attempts somebody (which I hardly know who that was) called me and I requested them to cancel, they never responded on my cancellation requests and after calling several times, the customer representative said there are two options: month by month basis or 1 year contract, I said I will decide and let him know as they gave me these options for my cancellation request. They again didn't mention I am already in renewed contract for 1 more year. I decided to cancel the service by February and started calling them to cancel the service. After several attempts of calling and emailing, on 1st May 2016 Vector Security cancelled the policy. On June 6th 2016, I received a bill from Vector Security for $320. They are now stating that I can cease contract with $320 as penalty, and it clearly states initial term is 36 months (which I signed) and that term will automatically continue ( that I didn't sign). No contact renewal information from Vector Security at end of 3 year contract via phone (although they state now there was such contact) and none of it written notification (mail). As part of my discussion with Vector Security Support several times to cancel the service before the end of three years, none of the customer service representatives mentioned that I need to pay a penalty of $320 to cancel the automatically renewed service (and BTW I never knew automatic renewal until I received bill for $320 for the remainder of the services). I clearly asked the customer representative if there is any penalty if I cancel, they mentioned there is no penalty and then I have gone ahead with cancelling. I put cancellation reason: end of three year contract in the email, nobody has come back to me there will be a penalty of $320 if I cancel. This is definitely a shady business practice especially in regard to not letting customer know of penalties even after contacting Vector security several times. I have been paying $39.99 from last 3 year 5 months, at a sudden I received a bill of $320 which I didn't expect.

I really don't understand the Business that Vector Security is conducting, if I know of going to be charged with penalty because of cancellation, I would have considered staying back with Vector Security for the remaining months. They never mentioned about any penalty while I was cancelling the service (which in fact it took several months to cancel the service after calling several times and emailing them to cancel) and all of a sudden coming up with these penalties which I am not able to pay.

Also the representative who came to my home has insisted me to do automatic payments using my Credit Card. Now I realize, this tactic is played to not needing to send any paper statements or automatic renewal information via mails and then make money on the services that are not required by the customer by charging as penalties.Desired Settlement: Honour Section 2 for the initial term and section 3 was never agreed by me and the customer representative who came to my home clearly took signature only me agreeing to this 3 year contract and I did not sign up for automatic renewal of the contract. I am hoping that I will get justice on these penalties which were charged to me using unethical, unjustifiable and shady Business practices and Vector Security take back these charges of $320 in full.

Business

Response:

Customer signed agreement date 1/7/2013 for a 3 year term with a renewal clause on line 3 stating the agreement would renew for a period of one year, this is standard in the alarm industry. Customer called in on 1/6/2016 where we advised him of the end of contract and the renewal terms. We offered him a lower rate of $29.95 when he stated he will think about it and call back. On 2/15/16 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 4/19/16 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 6/6/16 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.

Consumer

Response:

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.

My comments based on Vector Security response email.Line 2 which has three year contractual term has been signed by me and the person visited my home mentioned line 3 is not effective as I was not signing it specifically like the line 2. Line 3 was mentioned specifically irrelevant and not applicable to me by the person who visited my home when I inquired specifically about Line 3.<<<<Customer called in on 1/6/2016 where we advised him of the end of contract and the renewal terms>>> This is a complete lie. Till today of my so many calls to Vector Security, they never discussed auto renewal of contract to 4th year. When I called to cancel by the end of the 3 year term, they kept on dragging that somebody will call me back. What is the point in giving me options when I am trying to cancel the service? Instead of cancelling the service after the end of three year period, Vector Security kept dragging every time that somebody will call me back. After all these many calls I made, they NEVER EVER discussed and advised me of any contractual obligation and renewal terms until it is completely cancelled in May after so many phone calls and emails that I made and suddenly they brought 4th year auto renewal terms and sent a bill for $320 as cancellation penalty.<<<<We offered him a lower rate of $29.95 when he stated he will think about it and call back. >>>> The Support person said if I WRITE ONE MORE YEAR contract, I will get this lower rate of $29.99, I said no, because I want him to cancel the service. If I am already bound by auto renewal to 4th year why Vector Security support person asked me to give 1 more year contract and offered a low rate of $29.99. It is simple to understand what Vector Security is doing when a customer calls to cancel, they say somebody will call back and keep dragging on until 3rd year completes and nobody calls and after several of our calls, they offer some lower quote if we sign 1 year contract. If customer don't sign it, they invoke some clause in the agreement (which was specifically told by their support person as not-relevant during agreement sign up process) and charge customer with cancellation penalties.<<<<On 6/6/16 he called in disputing the final bill and what could we do, we advised he would reduce it 25% at which he declined. >>>> As we can see from Vector Security response they did offer a lower rate of $29.99 IF I SIGN ONE YEAR CONTRACT (which was not mentioned in their response email) and when I declined to sign one year contract and want to cancel, Vector Security came down to some clause which I never agreed on and is charging me with $320 cancellation penalties saying this policy auto renewed by itself. I want to ask Vector Security and every one to take a notice, if this is really an ethical practice to get back at your Customer like this way of pushing their business interests and bulldoze the Customer with $320 cancellation penalties even after not signing 4th year contract. I paid a total of $1600 (39.99 monthly) to Vector Security continuously for a period of 3 year 4 months without missing even a single payment in between. I am a normal person with limited earnings. I request Vector Security to consider these aspects and take back these $320 penalties charged to me.

Vector Security did not honor their contract.On January 27,2016, I had a Vector Sales Rep by the name of [redacted] come over to evaluate my home for their services. My home was already wired previously from a different security system. The Rep mentioned that Vector could use the equipment already in my home and that would lower the price on installation. I agreed to use Vector. With that installation I was suppose to receive 3 cameras. [redacted] said 2 outdoor cameras and 1 indoor camera. I did not have cameras on my house at that time. The next week on February 4, 2016 a Vector Technician came over my house named[redacted] and said he can not use any of my already installed equipment. I mentioned to him [redacted] told me when he was over that my house could get 2 outdoor cameras and that my equipment would work with Vector and[redacted] said No I can't do it. So I ended up paying full price for installation. I also received 3 indoor cameras instead of 2 outdoor and 1 indoor.[redacted] talked it over with his Supervisor named [redacted], and they decided to give me 3 indoor cameras anyway.[redacted] didn't even attempt to hook up the outdoor cameras, But[redacted] never installed those 3 indoor cameras either due to the fact he mentioned to me I needed a new modem for them to work. I was getting billed for cameras that weren't even working for two months, Vector didn't even adjust my bill but kept taking my money, So I paid for a new modem and called back Vector in May for another appointment. I specifically asked Vector send another Technician to my home other than[redacted]. On May 18, 2016 around 6:00 pm they sent a tech named [redacted]. He was able to get the cameras working. I was able to view the cameras but was very displeased. These cameras were suppose to been in High Definition, High Quality, but the video had poor frame rates. I mentioned to [redacted] why is video so choppy? [redacted] mentioned that there wasn't anything else he could do to make it better. This was a big deal to me about feeling secure in my home. Now late at night like 10:00pm it is becomes a Major deal because at that time my cameras have Zero visibility. I have those 3 indoor cameras sitting in my windows of my home, and at night time I cant see a thing. So I called back [redacted] the next day and he tells me to contact Vector. I sometimes had to reset the cameras because they had gone offline but my Wi-Fi was still up. So I contacted Vector and spoke to a customer service representative named [redacted] and asked to speak to a supervisor to cancel my services with Vector, but she kept trying to tell me, the supervisor was not in but we will try to fix your cameras and she said Vector will start charging me money just to send a technician over my house just to try to fix them, but even if they don't fix the problem, I would still be billed for labor and travel. I wanted to speak with a supervisor there to handle my case. Vector's customer service reps don't know how to correct my issue. I keep getting run around and people keep saying "We are sorry". This company did not honor what they said they were going to do. I'm tired of trying to explain myself to them. Desired SettlementI would like to speak with a Level 3 Supervisor about my future services with Vector. I have been very displeased about how my case is being handled. Business Response Contact Name and Title: Contact Phone: Contact Email: Mr. [redacted] spoke with a Vector representative yesterday and has agreed to have a technician come our and swap his cameras. At this time I believe his is satisfied. If there are further questions or concerns, he can contact me. [redacted]Consumer Response I was contacted by a Vector Security supervisor about removing the 2 indoor cameras and swapping them for 2 outdoor cameras. I would still have 1 indoor camera. We set a date for the technician to come over my house for the service call. However I made it clear that in the event that if Vector could not get this task done I would be canceling my current and future services with Vector Security at no extra cost. The technician can take all the Vector Security equipment that is in my home back with him. I would still pay for the final month that I used their services.

Vector Security promoted a 36 months promotion contract 20 August 2011 and Initial Term 36 months changed and initialed. Disputing 5 year obligation.The Contract I agreed on with Sales Representative stated 'Initial Term' of contract in Section 2.3 was 36 months and this was initialed by myself. Section 3 states that initial term is 5 years. Item 2.3 is the stated Initial Term and therefore should be such in subsequent item 3. Vector Security customer service and Billing is stating that I cannot cease contract, but it clearly states initial term is 36 months and that term will automatically continue. No contact from Vector Security at end of 3 year contract via phone (although they state there was such contact) and none via written notification (mail). At best this be a shady business practice especially in regard to the majority of the security monitoring equipment was taken over from ADT.Desired SettlementImmediately honor Section 2 for Initial Term 36 months and realize Section 3 was never updated from 5 years and there was no contact by Vector to honor 3 year term. Sales rep at time of contract never stated contact with Vector was needed at end of term to discontinue service. Industry standard is 2-3 years without continuation. Cease all Billing to my account.Business Response /[redacted]/Please accept this as our response to Revdex.com Case# XXXXXXXX submitted by [redacted].On August 20, 2011, Mr. [redacted] signed a contract with Vector Security. This standard contract does state the initial term is five years; however the term of the agreement was changed to three years by the sales representative. We have never told Mr. [redacted] that we would not honor the changes made to the contract. When we spoke to Mr. [redacted], we in fact agreed with him that the initial term is for three years.The contract also states that after the initial term, the contract "will automatically continue for successive one (1) year terms unless canceled by either of us in writing at least thirty (30) days before the end of the initial term or any renewal term". Mr. [redacted] did not cancel at the end of his initial term so the contract did automatically renew for an additional year. We are not required to contact our customers at the end of the initial term as the renewal was agreed to this when the contract was signed.As discussed with Mr. [redacted] on February 16, 2015, he is able to cancel his account at any time by providing written notification. However if he does cancel outside of the renewal period, he will be held responsible for the remaining months left on the agreement. We look forward to your prompt resolution of this case. A copy of this letter has been sent to the customer. Consumer Response /[redacted]/This is a deceptive sales practice period. Especially with regards to forcing customers to auto-billing so there is no monthly statements or term updates to notify customers. They rely on customer not realizing initial term over and calling for a vague renewal statement. They never contacted me in any manner when contract expired after 3 years and lied about it during the initial call on 16 Feb. They said they tried to contact me. Now they say they had no obligation to do so. I subsequently provided written cancellation via both fax and .pdf file e-mail. I have NOT received confirmation confirming this written notice was received. Contract is deceptive, especially with regards to written addendum by Sales Rep and VERBAL confirmation to customer that there would be NO obligation after INITIAL contract term of 36 months. It is very sad that a service company has to resort to deceptive contracts to generate revenues when their own website promotes their own integrity and ethics. I was NEVER notified after initial contract and they said they called. NEVER talked to me in person or left a message. I'm sure they are achieving false revenue via the vague 'overwrite' term tactic and wording by sales rep on contract and forcing customer to pay auto bill through credit cards so there is never visibility to the initial obligation period. I would hope they could at least respond back that they did received my written confirmation to cancel service at [redacted] Raleigh, NC sent on 16 FEB 2015. Thanks,[redacted]Final Business Response /[redacted]/Please accept this as our response to Revdex.com Case# XXXXXXXX submitted by [redacted].Vector Security does not require our customers to have automatic draft set up for their monthly payment. It is an option that we offer, and at any point in time Mr. [redacted] could have requested the draft be cancelled and we would have mailed paper invoices each month. Our invoices however do not show the contract term so the automatic draft is irrelevant to the contract term. Mr. [redacted] states the contract is deceptive, however the entire contract is written in plain language and term and renewal clause are in bold print to announce itself from the surrounding terms. As with any written contract, verbal agreements cannot change the written terms. Term 21 states in capital letters (also to announce itself from the surrounding terms) "It may not be changed by any oral statements made by any Vector representative". It is the customer's responsibility to ensure all terms and conditions are read and agreed to before signing the contract, as stated under "Notice to Customer" directly above the customer's signature line. It states "Do not sign this agreement before you read it". Mr. [redacted] also had a three day period after he signed in which he could have cancelled his account if he did not agree to the terms. We have received Mr. [redacted]'s notice and are processing the cancellation.We look forward to your prompt resolution of this case. A copy of this letter has been sent to the customer. Final Consumer Response /[redacted]/(The consumer indicated he/she ACCEPTED the response from the business.)In order to get the Monthly rate I was told by the Sales Rep that I had to have auto billing. I'm extremely happy they received my 'written' cancellation. Revdex.com - In the future it would be great to be able to attach images or files... I have the copy of my original contract and it definitely demonstrates deception when initial term was hand written by Sales Rep and verbally explained as the only obligation. Thanks

Review: My family and I went on vacation Aug 14 – 21. Before we left I called Vector Security and made sure the knew we were going on vacation and if there was anything coming from my house to dispatch the police and then call us according to our contact list, which are all cell phone. I though our house was well protected while we were gone. My son and his wife came back from the beach on Friday Aug 19 to find the electricity off in parts of the house, including the alarm system, our freezer, and our refrigerator. All the food in both the freezer and refrigerator had defrosted, was rotting, and had to be thrown away.

As I had contacted Vector and told them we were on vacation I was very shocked to learn of this and we were not contacted. I called vector only to find that on Monday, August 15 they had gotten notice that the security system had gone on battery backup due to a power outage. They assured me that the system had gone on battery backup as the system came back online with the battery backup right after notification. I was extremely unhappy to learn this and we were not called. We could have called a neighbor who has a key and they could have come over and checked the house out and addressed the problem as one of the breakers had been tripped in the panel that powered these items.

I further inquired when did the security system stop notifying that it was still active in my house. They said Thursday August 18, and I was not even called then they lost contact with my house. So I noted that my house was unprotected from then until my son came home late Friday night and corrected the problem in our electrical panel. If he had not come home early, I would not have found this mess until Sunday August 21 when we came home around 9pm, and the house would have been unprotected until then. We spent many hours cleaning up the mess and lost over $400 worth of food. The most distressing thing was that the house was unprotected from the time Vector lost contact with my systemDesired Settlement: 1. Have vector conduct a complete audit of their procedures in dealing with power outages, especially what to do when they lose contact with a system that is on battery backup and the backup runs out of battery. This should be a big red flag on their monitoring consoles and the owner/someone should be immediately contacted.

2. Change their questioning process when someone calls in to say they are not going to be home for some period of time. A client should be specifically asked a list of situations when you do you want/do not want to be contacted. I assumed that when I said I was on vacation and I wanted all alerts communicated, that meant all contacts from my house. I did not know power loss was a signal, not a alarm. Going through a detail list would have prevented my problems. from happening.

3. Have someone in authority contact me to discuss my situation. I was never called back after I made a request of the central station to be contacted

4. restitution for our loss of food

Business

Response:

Please accept this as our response to Revdex.com Case# [redacted] submitted by [redacted].

Vector Security, along with the majority of companies in the security industry, does not attempt to contact customers for AC Power Failures when the panel is still communicating with the Central Station. A customer would be called if/when the battery backup fails or if a communication failure signal is received as a result of the AC Power Failure. In that event, the customer would be contacted to schedule a technician to visit the customer’s home to resolve any panel issues.

.

Mr. [redacted] called on August 13th to advise that he would be on vacation from August 14th through August 21st. The account was noted to dispatch on any alarms received and to follow standard operating guidelines for any trouble alarms. Our company received an AC Power Failure alert on August 15th; however the panel was still communicating and the house was still being monitored using the panel’s backup battery. Since the backup battery did not fail and there was no communication failure, we followed our standard operating guidelines and did not call to advise the house lost power.

Mr. [redacted]’s call into our Central Station was pulled and reviewed. The dispatcher did clarify that we would dispatch on all alarms and to follow the standard operating guidelines if any trouble signals were received. Mr. [redacted] also advised that his son would be returning between 6:00pm August 19th and 10:00am August 20th and that if his son was to set off the alarm that we were to call Mr. [redacted] before dispatching.

A manager spoke with Mr. [redacted] on August 22nd to discuss the difference between an alarm in which the Police would be dispatched and the procedure for a trouble signal. The resolution of the call was that we have noted to contact customer on all trouble signals going forward.

We look forward to your prompt resolution of this case. A copy of this letter has been sent to the customer.

Review: I called Vector Security's service number [redacted] this morning (May 9, 2016) and requested the installer access code they put on the system I own. They refused and offered no alternatives to allow me to access the security system that I purchased with my house four years ago (which had been installed by another firm, not Vector Security). Vector Security has installed their own keypad in my home, but the equipment was bought and paid for by me. My only contract with Vector Security is for monitoring. By not providing me, the owner of the equipment in my home, Vector is not allowing me to use my system as I want. Vector Security has no right to lock a customer out of a system they do not own.Desired Settlement: I want Vector Security to provide me with the code to the equipment I own, or Vector can send a tech here, at no charge, to reset the code in my system to my specs. They have no right to control a system they do not own. This should be done immediately.

Business

Response:

Please accept this as our response to Revdex.com Case# [redacted] submitted by [redacted].

The installer code Mr. [redacted] is referring to is a company specific code used to program panels. It is a standard in the security industry that companies will not provide this code to anyone for any reason. This is not done to keep a customer locked out of their system, but instead it is done for security reasons as well as programming reasons. By signing a contract with Vector Security, he allowed us to program the panel as needed to provide him monitoring services which includes programming the installer code.

We would certainly like to keep Mr. [redacted] as a customer and would like to discuss what we can do for him to retain his business. After receiving this complaint, we contacted Mr. [redacted] to explain this to him and to apologize for any confusion or frustration he may have experienced. He informed us that he wishes to cancel his account and that he has already taken down our equipment.

If he chooses to cancel his account, he will need to provide a written notice of that request per Term 3 of his agreement. We have emailed him a basic cancellation notice that he can use if he wishes, but he has informed us that he has no intention of sending in a cancellation notice. Both the monitoring and billing on his account will remain active until the cancellation notice is received. If the notice is not receive and the billing falls past due, his account will be terminated and forwarded to an outside collection agency. The notice can be mailed to [redacted] or emailed to [redacted]. Once received, his account will be cancelled.

We look forward to your prompt resolution of this case. A copy of this letter has been sent to the customer.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Revdex.com Case# [redacted] This is in response to the letter from

[redacted] of Vector Security to you, with a copy to me, dated May 23,

2016. That letter from Vector Security was said to be in response to our

complaint (Case #[redacted]). Vector's letter contains statements that are in

conflict with the facts. Keeping in mind that the installer code in my security

system is needed to make a change in how the system is monitored: In the first

paragraph, referring to their refusal to provide to me the installer code to my

personally-owned equipment, Vector states, "This is not done to keep a

customer locked out of their system, but instead it is done for security

reasons as well as programing reasons." This is not true. The only case

for an installer's code on the [redacted] to remain unknown to the

homeowner is where a security firm is providing a leased system (instead of a

purchased system such as ours) so that security firm can maintain ownership of

their hardware. I have the same system in our home now as I had in place with

Vector. It is the same type of hardware Vector serviced and monitored for the

last four years. According to both my current, nationally recognized, monitoring

service, as well as the firm that provided me with the new equipment-and also

from my own experience in seeing the new equipment installed-there are no

security or programming considerations in providing a monitoring service with

the installer security code known only to them, nor would any service person

need to have a code unknown to the homeowner. Indeed, Vector's policy makes my

system less secure. The agreement with Vector did allow Vector, of course, to

"program the panel as needed" but did not specifically authorize

Vector to change the system from the manufacturer's default code, which the

previous owners' security service had used. Vector at no time told me they had

changed the codes. As Vector's letter confirms, no option was provided to me to

have my own installer code on my privately owned system. And, again, there was

no need for Vector to change (and have exclusive access to) this installer code

in terms of providing me with any of their services. Vector's May 23 letter

notes that I have already "taken down our (Vector's) equipment.

"Again, the security system installed in my home at [redacted] does

not now, nor has it ever, belonged to Vector Security. Vector's letter to you

says their agreement requires I provide "a written notice" to cancel

my account, while at the same time Vector's letter also acknowledges I have

informed them I wish to cancel my account. Also, for the record, my annual bill

was due, according to the statement I received last month, by May 19, 2016. I

did not pay it and I did not use any monitoring services from Vector after May

18. Also, I started the process to access my equipment a week before Vector's

payment due date, looking to find a monitoring service better suited to my

needs. It was at that time I was first told by Vector that the installer codes

would not be provided. When I protested that this unfairly controlled equipment

I owned, I was told that someone would call me. Two-plus weeks passed and no

one from Vector contacted me until after I filed a complaint with Revdex.com-and a

week after my new equipment was installed. (Their call was six days after the

payment was due if Vector was to continue monitoring; I was no longer a

customer.) The timing of their response meant that Vector gave me no choice but

to go to the expense and trouble of installing new equipment if I were to

maintain uninterrupted monitoring without committing for another year of

service with Vector Security. Vector and I share a secret password that I have

used with them to confirm my identity on all issues on my service. It has been

used without issue over the last four years. Vector can also, whenever they

wish, confirm that their technical access via phone lines to my system has been

shutdown. Yet, in their May 23 letter to you, Vector threatens me with turning

over this account-where I have received no unpaid services from them-for

collection from "an outside collection agency" unless I provide

"written notice." This is outrageous. I have always paid Vector in

full, on time. I have an excellent credit rating and this uncalled for threat

of harassment from Vector's collectors for funds where no service was provided

is a cause of emotional stress and real financial concern to me. Therefore, to

close this issue with Vector Security: With a copy of this letter, I'm

formally, in writing, informing Vector Security I am canceling any and all

services from them. My case# [redacted] with Revdex.com, however, remains open,

unresolved and, with this letter, amended. As for my desired outcome, in

considering the facts outlined here, it's now my opinion it would be

appropriate for Revdex.com to assign Vector Security a lower letter grade than they

currently hold. Warmest Regards,

Business

Response:

Please accept this as our response to Revdex.com Case# [redacted] submitted by [redacted].

As previously stated, having a company specific installer code is a standard in the security industry. It is not given out for any reason.

Regarding Mr. [redacted]’s statements on the cancellation of his account, I will refer to Term 3 of his contract which states “For services, the initial term of this Agreement is three (3) years commencing on the day services begin, and will automatically continue for successive one (1) year terms unless cancelled by either of us in writing at least thirty (30) days before the end of the initial term or any renewal term.”. The security industry has strict guidelines regarding cancellations to ensure the safety of all customers.

That being said, Mr. [redacted] is in breach of contract by providing a verbal request to cancel his account instead of written, by trying to make programming changes, and by his choice to not pay his annual invoice. In fact, given that he did not provide written notice 30 days prior to the renewal term (April 29, 2016) his contract has already renewed for another year and he is legally bound to pay for the services through that renewal period. However given his obvious dissatisfaction, we are not holding him to this renewal term. His account will be cancelled within 30 days from the receipt of his letter.

We look forward to your prompt resolution of this case. A copy of this letter has been sent to the customer.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

[redacted] My account located at [redacted] is “canceled” due to

the fact I did not renew it, as I explained to Vector’s representatives. I wish

I had never had an account with Vector Security at [redacted]

[redacted]. The account was cancelled effective the end of the contracted service, May

18. The reason for my cancellation is detailed in my complaint to the Central

Virginia Revdex.com, ID [redacted].I understand that I am responsible for the following checked

statements:I will receive a final bill for my outstanding balance of

$0.00. *I will not receive a final bill for any outstanding balances.I will receive a final bill for my contract term balance of

$0.00 *I will not receive a final bill for any contract term balance.I will allow my leased equipment to be removed from my home

by a vector Security technician and if I fail to do so, I will receive a final

bill for my equipment cost. * I will not have my equipment removed from my house.

Review: [redacted] (our company) has an alarm monitoring contract with Vector. Under the agreement the monitoring company calls the property owner (me) when alarms of any sort are received. With certain types of alarms they also call the local [redacted]. Recently we have had 2 of the types of alarms which engendered calls to the [redacted]. Each time we have called the alarm company with the [redacted] on-site and witnessing the calls. In each instance we have told the monitoring company that system is shut down and that the sprinkler service company has been called. In each instance we have given them a time frame (48 hours) during which the system will be down and that they should not call us with alarm reports during that period. In each instance one of their operators has asked for all of the information including our system password, which according to them they need in order to put a remark on their system that we are out of service for that period.Our complaint - we have had 17 calls from them during the periods of time that they had been previously advised that we were out of service and had requested no calls. In the most recent event the system went off on [redacted] - We told them no calls until [redacted] (12/*/2014) [redacted]. They made 8 calls to us today - we took two and told them to look up the notes and not to call us - instead they dispatched the [redacted] (who upon arrival asked if the system had been put back on line without their being told). The [redacted] was not only present for the call to Vector on [redacted], they noted their records that we would be down until today. I explained about the problem with Vector - the [redacted] personnel said that they understand - they experienced this kind of problem all of the time with Vector.I swear that the foregoing is true and accurate to the best of my ability and knowledge.Desired Settlement: We do want a billing credit and we want some way to insure that when we give instructions and they acknowledge them, that they will follow through correctly. We have had the same problem with them several previous times. By the way - Vector records their calls so all of this is verifiable from their own records.[redacted] 12/*/2014

Consumer

Response:

At this time, I have not been contacted by Vector Security, Inc. regarding complaint ID [redacted].Sincerely,[redacted]December **, 2014 [redacted]

Review: I cancelled my service with Vector Security on January 25, 2015. I told them that their services were no longer required as I have purchased another home security system with a different company. On February 17, 2009, I signed a contract with Vector Security for a 36 month term for home alarm and monitoring. Therefore my contract was up in February of 2012, 3 years ago. No upgrades or changes in service have ever been made during the entire 6 years of service to otherwise "renew" the contract, yet I have been told by Vector that it automatically renews. I signed a 3 year contract, not a "lifetime" contract and I feel like their automatic renewal without my knowledge or signature is not only immoral but just down right sneaky! I checked my account online today and much to my surprise, Vector is still drafting monthly charges of $47.99 from my account. I called and spoke with [redacted] at ###-###-#### and was now told that I had to sign a termination form, which she has just emailed to me. She also told me that she would have to speak with her manager about returning my money. I reminded her that I had already cancelled service last month on 01-25-15 at which time the alarm system was disconnected and no longer being used. I suppose that I will have to drive to my credit union and request a "block" so that Vector Security will stop drafting. I should not have to do this, nor should I have to write this letter. A simple request for cancellation should have been sufficient, I mean after all, it only took 1 simple request for service.Desired Settlement: I demand that the $47.99 be returned to my account immediately and I demand that all service and any and all other drafting to cease. I no longer wish to do business with Vector Security and furthermore demand to be permanently removed from their calling and mailing lists.

Business

Response:

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.

Review: Vector security system falsely advertised their services for a 3 year term, well when I called to cancel my service they told me it was a 5 year contract. This is not what the sales rep told me. Also, the system does not work properly, I had a break in and the system did not go off and the little emergency key ring doesnt work. When I fell I layed there for hours until my daughter came over and found me. All I want is to cancel my service and when I explained all of this to the complaints department all they did was threaten me with a law suite.My husband and I are getting up in age and don't understand how this business could take advantage of elderly people.Desired Settlement: I would like to cancel my service in November 2014 like I was originally told I could do.

Business

Response:

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.

Review: I changed to Vector after my service with [redacted] was bought out. I do not feel they are living up to the contract.Service is not good for security in my home. Numerous times when my alarm went off they only called and left a message on answering machine. How does that help me??? I called and complained on 9/24/12 and was told they would fix that and make sure to call and talk to someone if alarm went off again. Luck would be that it has not happened again.On 1/31/14 alarm went off for smoke and not call. I called them and they informed me I did not have service or signal for the last 4 months. I received U Verse phone service and I guess that messed it up. But I never received anything from them stating I did not have a signal. No calls or letters. I just feel like they take your money and do not care at all about your security.Desired Settlement: stop the service now and let me get better security.

Business

Response:

Spoke with customer and account will be terminated with no penalty to customer.

Review: Recently, I was advised that I should contact your corporate office and tell you why I am not a customer any longer. On March 19,2011, I signed a contract with Vector Securities, and a monitoring unit was installed on March 22,2011. All was okay that day, but that night the sensors started falling off the doors. From that time on I paid the next 8 months, and for five months of that period I had NO service. I was so fed up with the staff arguing with me, on April 30 2012, I called [redacted] and requested that the equipment be removed. Since then they billed me for the equipment and the rest of the contract debt. [redacted] outright threatened me and vowed to ruin my credit, and take charges out on me. I explained that they, not I, had breached the contract. Also, when the service technician came to remove the system, he did not want to take the system (which he finally did, as to my insisting that I did not need it). I have a receipt from him saying he did remove and take the system with him. I am also contacting all three credit bureaus with this information. Many of your customers I know personally, have had similar problems with this company. I have a receipt, dated 06/01/2012, to show the entire system was removed and I had to pay the technician ( [redacted] ) $95.00 on that date to do so.Desired Settlement: I just want your company to take the credit reports off of any, or all three credit bureaus, and I do not want any more threats or problems from your associates.

Business

Response:

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.

Review: Around June of 2012, while convalescing with a hip replacement, I signed up for Vector Security when the salesman told my wife and I that they were replacing my ADT account with Vector. Because of medication I was taking, I may have missed a few things. Evidentially, I missed the 5 year contract part for one.

Sometime about April of 2015, our alarm system - unbeknown to us - ceased working correctly. I wasn't too concerned because I believed that Vector would alert me if there was an issue. In December or so, I did get a call from Vector about a unpaid monthly bill arising from a credit card security change on my auto pay. After settling the payment issue, I was contacted by [redacted], our cable and internet provider, with a two-year offer on a new security system. I was under the impression that my contract with Vector had expired. I was very disturbed by the fact that the Vector alarm box was not reliable and was greatly impressed with [redacted]'s customer service history.

The Vector System, according to the [redacted] installer, did not seem to be operational when he removed it.

From April to February (ten months), I was paying for a service that, in all likelihood, I was not getting. I called Vector in February to cancel my service and was told that I was still under contract and had 16 months remaining which I would have to pay. That did not seem fair to me.

My Vector invoice came last week. It is for $847.58 and is due on April 17th. I feel like I'm being made to pay for bad service.Desired Settlement: My best outcome would be that Vector release me gratis from the contract (which I do not have my original copy of and cannot verify the terms).

Second best, I receive a 10 month adjustment for the suspected service failure from April through February, and be billed for 6 months (16-10=6) months instead. Even then, I'm not pleased with having to pay this $318 amount.

This is my first effort at using the Revdex.com to attempt a dispute resolution. I am a bit intimidated.

Business

Response:

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.