Vector Security, Inc.

Review: We have had a plethora of issues and complaints against this company. We are now simply trying cancel one of our accounts.

We have called the company repeatedly to cancel this account. Every time we call however, we are told that someone will call us back. No one ever does though.

Our last attempt was on Monday, July the 20th. We are still waiting for a response from Vector.

We have attempted to contact the companies CEO, Pam P[redacted] via email ([redacted] and on the phone to no avail.Desired Settlement: We need for someone from Vector to call us: [redacted]

Business

Response:

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

Consumer

Response:

Review: Cancelation of service.

I am trying to cancel the service that I received from Vector security. I have tried to contact the provided and have either been placed on hold numerous times for over and hour, passed around from person to person or just cut off. When I do talk to an individual, I am told that my contract is automatically renewed, but I was under the assumption that in [redacted] a document in writing is required in order to re-new a contract. Our initial term of 3 years has pass. I am now into my 5th year. I have tried 7 times to get the unit working properly, and every time the service technician cancels, reschedules or never shows up.Desired Settlement: I am seeking to cancel my service with the company. No more no less. I have fulfilled the obligation.

Business

Response:

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.

Consumer

Response:

Review: Vector Security misled me into signing a five year contract claiming my system would no longer be upgraded by **. I found out from [redacted] that this was not true. Unfortunately, I had already signed the contract with Vector. Vector promised to pay off my contract with [redacted] if I got a letter stating what the payoff amount was. I did this over a month ago. After numerous phone calls with various Vector employees, as well as several emails, I have not received the promised pay off for [redacted]. It also took them over a month to get a sign in my yard. It has now been almost two months since Vector railroaded me into this contract, and the only thing they have done is take my money for the monthly payments. My ultimate goal would be to cancel this contract immediately with no cancellation fee, but I feel that is not likely. Therefore, I would like Vector to live up to their promise and send me a check for the payoff to [redacted] that I have repeatedly been assured is being done.Desired Settlement: My desired settlement is the promised check to pay off [redacted], either sent to me or directly to [redacted], as one of their representative promised over two weeks ago.

Business

Response:

Customer was sold and installed by [redacted], an Authorized Vector Dealer. [redacted] has been trying to get in touch with Ms. [redacted] regarding her [redacted] payoff. I've contacted [redacted] and they understand that payment needs to made to Ms. [redacted] in the amount of $453.60. [redacted] assured me that this matter will be taken care of asap.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. I find it hard to believe that [redacted] has been attempting to contact me as I have received no phone calls, letters, or messages on my answering machine from them.

I would like to say I accept this response, but I am accepting it conditionally until I actually have the payment from [redacted] for [redacted] in my hands.

Regards,

Review: In March 2013,, I signed a contract for security monitoring for my home. The sales man told me not to worry about the 5 year period as I didn't want to sign for the length. He said that customer service is number one with the company so I could always cancel. In January 2015, I sent a notice that I was canceling my service. In May I received a letter that they would be contacting me to picture up there equipment. No one ever did. The next thing I I know a collection company was calling me. They were the ones who told me the company would not let me cancel and didn't care if I was unhappy with there service. I then sent the president of Vector Security a check for my full balance of the account not just bringing it up to date but paid through March 2018. The check was cashie dn August 19th. I have yet to heard from the company nor has my service been restored.Desired Settlement: I want my $1,725.02 refunded.

Consumer

Response:

My complaint was sent to Ms Pamela P[redacted] CEO and Presendent, Vector Security, 2000 Erecisson, Warrendale, PA. 15086.my monthly payments went to Cleveland OH. when I didn't receive a reply from customer service and submitted my case to a bill collector I wrote directory to the CEO. I never heard from Ms P[redacted]. The only thing they did was cash my check.

Business

Response:

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

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. I do. To want the service reinstated. They were not a customer freely business and I was unhappy with the service which is why I cancelled the service in the first place. They don't listen to their customers, they don't follow thru with claims they make and the CEO of the company couldn't even be troubled to reply to an upset customer. Who in their right mind would elect to continue service with this company when you have many customer friendly service security companies out there. They need to come and remove their equipment and issue me a refund.

Regards,

Business

Response:

Tell us why here...

This customer’s system was installed on a five (5) year contract that did not require an upfront investment by the customer. This means that our company paid the cost for the equipment and labor associated with her installation. Our company’s investment in her installation is recovered over the term of the contract.We received her cancel notice in January 2015 and called several times to follow up. Detailed messages were left advising her of the contract terms and procedures to complete the process. We also sent her a letter explaining the buy-out but there was no response to any of our calls or the letter. In April the customer spoke with our accounts receivable department and indicated she cancelled service in January, was not making any more payments to Vector and did not want to discuss her account with anyone again. She stated she just wanted the account cancelled and Vector could take her to court or whatever. The account was terminated for non-payment at the end of May and sent to our outside collection agency, R[redacted]. Under the terms of the contract, cancellation requires the customer to buy-out any unsatisfied time remaining. The $1,735.02 that she paid is the figure that the customer and [redacted] agreed upon to settle the account. Based upon the above information the customer is not due a refund. The equipment belongs to the customer, remains in place, operational and she’s free to have any alarm provider take over the service. Our accounts receivable department makes numerous calls in an effort to contact customers by phone and several letters are sent before an account is turned over to outside collections. We believe this customer had ample opportunity to address any concerns before the account was sent to outside collections. After an account is sent to the outside collection agency, Vector staff is prohibited from having direct contact with the customer. At that point all communication is directed to the collection agency for handling and the collection agency works with the customer and Vector to resolve the situation.

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

Review: I contacted Vector on May 22 to cancel my account. I was told to send an email to [email protected]. Today, June 3, Vector pulled money from my bank account to pay for alarm monitoring for June. I spoke to customer service and they said it can take 10 days to process a cancellation and that the money they took today would not be refunded.Desired Settlement: I would like my money back and my account cancelled.

Business

Response:

Customer called in on 5/16/14 about moving, Customer Service Rep went over procedures regarding moving. Vector received Request to Cancel letter on 6/12/14 account was drafted on 6/6/14 which was payment for May services.

Consumer

Response:

Review: I have tried for two months to cancel my service after 7 years with Vector Security. It started when I wanted to upgrade the system. I called twice there was no return call. So I went with other company, now they are billing me for monitoring my home with no Vector Security system in my home. Two months and counting I guess I need to take them to court.Desired Settlement: Cancel the account like any other professional business would do

Business

Response:

Please accept this asour response to Revdex.com Case#[redacted] submitted by [redacted] contactedour office on October 27, 2014 regarding cancelling his account. He wasinformed that in order to cancel, we do require a cancellation notice with hishandwritten signature. We received a voicemail on December 27, 2014 andreturned [redacted]’s call on December 29, 2014. In that voicemail, weexplained that his account is still active because we have not received thecancellation notice yet. [redacted] signed acontract with Vector Security on April 3, 2007. Term 4 of this contract statesthat the agreement will continue until “either party gives to the other atleast thirty (30) days written notice, prior to the expiration date, of intentionto terminate this Agreement”. We have yet to receive a written notice from Mr.[redacted] despite giving him instructions twice. Once we receive thecancellation notice with his handwritten signature, we will cancel thisaccount. The notice can be mailed to [redacted] or e-mailed to [email protected].[redacted] will be responsible for all outstanding invoices that coverservices during the time that we have not received his notice. We look forward to yourprompt resolution of this case. A copy of this letter has been sent to thecustomer.

Consumer

Response:

I have reviewed the offer 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.I have no obligations to provide Vector Security anything in writing. I have met the terms of my contract 36 months ago. I called to cancel the service they should simply honor that as a matter of professionalism. I far as I am concern this constitute harassment and I will consult with an attorney to see if this should be handle by the courts.Vector Security is simply a security service company and do not have the rights to demand consumers anything in writing.Please keep this complaint open, [redacted]

Regards,

Kerry [redacted]

Review: I just recently moved and called Vector Security to discontinue service, and they told me that I was still under contract. I asked how since I had been with them for the past 4 years and the contract should be over, I was told to read the fine print of the contract I originally signed which should of stated that the contract automatically renews after a year if I do not call to discontinue service before January 1st of each year. I spoke with the [redacted] and corporate (which directed me to the local office to speak with the [redacted]), and was told that the [redacted] was going to hold me to the contract. A contract that NEVER ENDS! I just feel like this is entrapment, because the technichian should have mentioned the ongoing renewal process when he installed the equipment or the cancellation should have been waived due to my history with them. BECAUSE OF THIS ISSUE, I WILL NEVER USE THIS SERVICE AGAIN.Desired Settlement: I would like to be released from the contract. There is only 6 mos left in the contract, and I feel that it should be waved.

Business

Response:

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

Review: I want everyone to BEWARE of this company. They are out for nothing but MONEY!!! Before attempting to close my account with Vector, I called in to the customer service department and was told that my account was up to date and that there was no balance. I told them that I would like to cancel my account with them and they said that someone would call me back to confirm my cancellation. I did get a message from them. The message was very simple only said that I should return the call. Frankly it slipped my mind and I did not return the call. A few days later I received a monthly bill. When I called to inquire as to why I was still receiving a bill when the account had been cancelled, I was told that my contract was still in place and that my balance was $1200.00. I was LIVID!! So say the least. When I calmed down and called back I was told to have my new company pay them out and they would release the contract. I am working on that currently, but since this time Vector keeps calling my house stating that they are not getting signals. Go figure, you are not monitoring y house. Did I mention that call did not come until I inquired about why I was getting a bill? I have been. Slammed and this company is a RIP OFF! They customer service guys only response was “well, you did sign a contract and now you owe us so you need to pay”. Let just say that I was not charged on my religion that day and did not take to kindly to his response. So buyers beware! This company has no concern for you they only want your money .The customer service department is of no service at all and very unprofessional! Now three months after trying to reach a comprpmise withthis complany no one has returned my call but guess what I am still getting not only a bill but a collection notice for being PAST DUE! Unhappy in [redacted]Desired Settlement: pay the past due amount and close the account! hopefully never to hear from them again

Business

Response:

Customer was sold and installed by [redacted] and Authorized Vector Dealer on 9/28/13 and signed a 3 year agreement. [redacted] is financially responsible for the account for the first year of service. Vector has terminated the account with no penalty, however[redacted] may decide on their own if they wish to hold the customer to the agreement. Again, Vector Security has released the customer from the contract, any other complaints should be directed towards [redacted] located in [redacted].

Review: A vector security representative entered my home under the false pretense that he was upgrading my security system that I have with [redacted]. He first changed the system, then checked all the boxes on the contract for me and told me to sign it all while explaining that it was just an upgrade. He then told me that he was calling his office I was to respond yes to all the questions asked over the phone. He never identified himself as being with a totally different security company. For months I thought that I was still with [redacted] until I realized that I was being billed twice. I have made several attempts to rectify the problem and explained over and over to Vector that I never requested the change and information was totally misrepresented by their sales person. Due to this fradulent activity, I have replaced their system and returned to [redacted] as I was in a contract with them at the time Vector removed their equipment. I am an elderly man and feel that I was taken advantage by misrepresentation. I never called Vector for their service. Their sales representative was making door to door calls without a valid permit from the city of [redacted] I no longer have Vectors [redacted] equipment and have stopped all payments on the account. They are requesting that I Pay 1800.00 to get out of their contract and I do not have this money to pay. I strongly field that the misrepresentation from their employee should nulify the contract. I am having my daughter to complete this complaint form as I do not own a computer.Desired Settlement: I am requesting release from the contract without the penalty of $1800 as I did not knowingly request their service and thought my current system was being upgraded. The sales representative was completely unethical in his practice and misrepresented the company

Business

Response:

Dear
Please accept this as our response to Revdex.com case# [redacted] submitted by [redacted].
We have previously provided a written response to [redacted] regarding his complaint. Please see the [redacted] letter dated March 11, 2014. This is a copy og the letter sent regular and dertified mail to [redacted]. We have also [redacted] of [redacted] contract and Custoemr Certification Regarding Takeover Form. Please [redacted] these documents.
We look forward to your prompt resolution of this case.
Sincerely

Dear [redacted]:
Please accept this as our response to your letter dated February 6, 2014.
On July 10, 2012, you signed a sixty month contract with Vector Security, Inc. The sales consultant you worked with is not employed with Vector Security, Inc. He is employed with [redacted], a former Authorized Dealer for Vector Security, Ind. As an authorized Dealer, [redacted] had partnered with Vector Security, Inc for the summer months to sell and install security systems. After installion, Vector Securty, Inc assumes the contract and is responsible for the servicing and monitoring of your account. Vector Security, Inc is concerned about my complaint received regarding our Authorized Dealers, current or former. We do not condone or authorize unethical sales prastices and all complaints recevied are reviewed with the dealers. Doing so would be similar to holding [redacted] responsible for the sles practice of a local dealership.
At the time you signed your contract, you also signed a document entitled "Customer Certifications regarding Takeover". Among other terms, this documents states that, by signing, you agree that "no one has stated or impiled that Vector has acquured my existing monitoring company or is any way affilated with the same" Enclosed is a copy of this document for your review.
A recorded questionaire was also completed at thet ime you signed with Vector Security, Inc via telephone. During this call you verbally agreed to the terms of hte contract. Some of the terms included were that you understand Vector is not affiliated with your pervious monitioring company in any way, that you are responsible for canceling your pervious monitorying contract, adn that you may be doubled billled until you do so.
IF there has been any confusion, both the signed documents and telephone questionaire clearly explained that Vector Security is not affiliated with any other monitorying company. We believe that we have upheld out contractual responsibilies by monitoring and servicing your systems. If you would like to continue your contract with Vector Security, we will be happy to come out to your home and reconnect your panel to our monitoring center. However, if you decide to continue with your cancellation request, you will recevive a final bill for the remaing time on your contract.

Review: In 2009, My wife and I ordered a Vector Security System. We informed the salesman that we would be selling our house within 3-4 years in the future, and what could we do regarding rescinding the contract. The salesman said that if we called Vector and explained what was happening, that for $100.00 we could stop our contract. We are in the process of selling our house, and when I called Vector, I was told that I have to pay the remaining balance, which is $1800.00. The salesman assured me that this happens all the time and its really easy to opt out of the contract. Does it really make sense to pay for an system and monitoring that I will no longer be using? The person buying our house may or may not want the service. We asked how we would know if the new owner would take over the service, we were told that information is confidential. So, in other words, the new owner could be paying for the service, and we could still be paying for service that we are not using. The salesman has never called us or sent anything to check on us at all. He just took our money and ran. We have used other alarm companies in the past and this has never happened. When I went online, I saw that I was not the only one with a complaint.Desired Settlement: I would like the contract to end with the sale of our house which will be completed within the month of June 2013.

Business

Response:

[redacted] signed a contract with Vector Security on July 21, 2011. The contract states under Term 2.3 “Initial term of contract: 60 months” and under Term 3 “For services, the initial term of this Agreement is five (5) years…”.

Review: On 1-27-12 a vector security sales person came to my home and sold us an alarm system. Before signing the contract we asked the salesman if we were to get military orders could the contract be cancelled with no fee. The salesman told us no problem at all, we appreciate our military and would never hold you to the contract. Last week I called to cancel the contract as I have received military orders to move, I called the company and was told I still have a year and a half left in my contract and my orders mean nothing so I have to pay the remaining fee. I am disgusted at this. They told me that the salesperson can say whatever they like to get a contract. How is that legal??? I would like this agreement canceling with no termination fee. It isn't my fault the military want to send me away so why should I be stuck with a huge bill. I have now left 3 voicemails with a guy called [redacted] who is supposed to be the president of cancellations, he has not returned any of my messages. Please help!Desired Settlement: For the contract to be cancelled with no fee for me.

Business

Response:

Vector cannot be responsible for what is said verbally at the time of sale, that is why we have written contract terms. The terms of the agreement are to provide protection for 36 months at the protected address. There are no terms in the agreement regarding PCS Orders, however Vector, as a business courtesy does release the military if they provdide PCS Orders and a Bill of Sale for the residence. The customer did not sell his house so Vector is holding the customer to the terms of the agreement.

Review: Alarm system has not consist worked in the past year. Despite attempts to schedule serv. the company admits fault. I want to cancel contract poor serv

My alarm system has not worked consistently over the past yr. I have had money refunded back to my account, because of the company's error. Somehow the company had my account under the wrong number which caused an interruption in my service. they refunded my money back or did not draft my account for the time my system was down ( about 3 months). they also convinced me to sign another contract and offered free equipment, which got me into this mess. My checking account was drafted monthly without use of the alarm. I complain and money was refunded. The system is down again, since Sept. with no scheduled service, despite my attempts to schedule. I have made calls and have been given the run around, all the while my account is still being debited the 49.99, but no working alarm since sept. I stopped the debit for december, the alarm is not working and I have asked to be mutually released from my contract, which they have refused. They admitted that they have dropped the ball, with service, one supervisor asked if I would reconsider even if I had her cell number, or course I declined. Each time I call I am put on hold for over 20 minutes. I have asked to speak to the manager of operations Steven H[redacted] but the operators tell me that he is not available leaving me on hold. This has gone on for at least 3 weeks. I am fed up with the poor customer service, at times they dont even listen to my entire complaint and place me on hold, which makes me want to be released from the account even more. Wednesday Dec.9 was my last attempt to speak to the manager to try to resolve the issue. No one has tried to contact me to schedule service. My contract has been breached as they have not provided service. In addition, they have informed me months back when I initially complained that, the unit will no longer be appropriate at the end of the year and will need to be updated/replaced, and again no service call has been made to me to schedule repairs, which is how it works, as I have had technicians out multiple times.Desired Settlement: I would like to be released from my contract, as they have treated me poorly as the customer. I am also entitled to the funds that were debited from my account, while I had no working alarm system. This would be the time frame from Sept. to November.

Business

Response:

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

Review: Vector sales representative informed me this would be a 3 year contract. I have been with vector for three years and cancelled and vector is saying I am in a five year contract. Their company needs to be responsible for misleading sales representatives and live up to what they promised.Desired Settlement: To honor the three year agreement they sold me on and not a five year contract that I knew nothing of.

Business

Response:

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

Review: On April 14, 2012 a sales rep for Vector approached our home and asked us if we knew that there had been a break in at a home in our neighborhood and that they had installed a security system for that person and was offering a special discount for home owners in the area. We allowed the sales Rep to come into our home and show us Vectors security package. This sales rep used some very convincing scare tactics to make this sale. As a lady home alone most of the time, he used that to scare me into believing that the victim of the break in was in the same position as I was. We were told that Vector would waive the installation fee and offered us $44.88 per month payments. As we were reviewing the contract I verbally asked the sales rep how long we had to keep their services. He verbally told my husband and I that "we ask you keep it for one year. After that, the system and signs belong to you and you can cancel without any penalty". He then placed the contract in front of my husband to sign. After being told verbally we were obligated for one year, my husband signed the contract. After our year had expired I called to cancel our services and I was told that the contract signed was for a 5 year term and we would have to pay the balance in full or keep making the payments for another 4 years. I explained that the sales rep misrepresented the term of the contract and used scare tactics to get us to sign. We were denied cancellation and have been paying for a service we don't want and don't use. I was informed that the rep was hired as a "3rd party" and was not employed by Vector and had no right to offer us a one year policy. A five year contract for a security system is unrealistic. If the rep would have told us it was a 5 year term we would have never signed up for this service.Desired Settlement: I want this service cancelled. We have paid for over 2 years on what was supposed to be a one year obligation.

Business

Response:

Pleaseaccept this as our response to Revdex.com Case# [redacted] submitted by [redacted] signed a five year contract with Vector Security on April 14, 2012. Thecontract states in bold type “the initial term of the Agreement is five (5)years…”. [redacted] agreed to this term when he signed the agreement. This wasalso verbally discussed with and agreed to by [redacted] during a recordedQuestion and Answer survey that was completed at the time the contract wassigned. The contract also states “It [the Agreement] may not be changed by anyoral statements made by any Vector representative, including authorizeddealer.” The sales consultant [redacted] workedwith is employed with [redacted] Afterinstallation, Vector Security, Inc. assumes the contract and is responsible forthe servicing and monitoring of account. Vector Security, Inc. is concernedabout any complaint received regarding our Authorized Dealers, current or former. We do not condone or authorize unethical sales practicesand all complaints received are reviewed with the dealer. However, VectorSecurity, Inc. is not responsible for the sales practices of our dealers. [redacted] did contact our office inJuly 2013 to cancel his account due to financial hardship. We explained thathis initial contract term was for a period of five years however we alsooffered to lower his monthly rate by $10.00. He agreed to this and we mailedhim the necessary paperwork however he never sent it back signed so we wereunable to lower his rate. We stand by our decision to hold [redacted] responsible for the full term of his agreement because he did agree tothe term, Vector has in no way breached the terms of the agreement, and we haveattempt to assist him by offering to lower his rate. We look forward toyour prompt resolution of this case. A copy of this letter has been sent to thecustomer.

Consumer

Response:

I have reviewed the offer 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,

I do not agree with Vector. They hire people to mislead you into thinking they have the power to override a contract and voice agreement.

Review: Someone attempted to break into my car the night prior to a representative of Vector Security arrived the following morning. The gentlemen approached my house, knocked on the door, and discussed with me the benefits of a security system. I reluctantly agreed to the salesman's proposal, which included a five year contract that he did not discuss with me at all. He informed me that signing this document was an agreement to services, then told me that if I was struggling with making the payments that I would be able to call Vector and terminate services. When I encountered financial hard times, I called Vector and explained the situation. They rudely told me that whatever the salesman told me does not apply to them, which is the very company he represents. I am about to issue a 1700 dollar payment to cancel my services, because they are unwilling to hold their end of the deal that their salesman made as well as give any slack with a penalty. The entire 5 years has to be paid in full. I got it in 2012 and it's been about 3 years that I've been swindled into paying thus far.

The next page has specific dates and price. I complained numerous times on different dates in the last year. The monthly charge is 53.99.Desired Settlement: I owe a remaining balance of a little over 1700 dollars. I've paid them about that much so far. I'd like to have them cancel the remaining months of my service and have some dignity when sending out sales representatives lying about their services. I had two other people in the house when the gentlemen arrived that can corroborate this event.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the [redacted]

Regards,

The customer contacted the Revdex.com and stated this has been resolved.

Business

Response:

Pleaseaccept this as our response to Revdex.com Case# [redacted] submitted by [redacted] signed a five year contract with Vector Security on July 27, 2012. Thecontract states in bold type “the initial term of the Agreement is five (5)years…”. He agreed to this term when he signed the agreement. The sales consultant [redacted] workedwith is employed with [redacted] former Authorized Dealer for Vector Security, Inc. Afterinstallation, Vector Security, Inc. assumes the contract and is responsible forthe servicing and monitoring of account. Vector Security, Inc. is concernedabout any complaint received regarding our Authorized Dealers, current or former. We do not condone or authorize unethical sales practicesand all complaints received are reviewed with the dealer. However, VectorSecurity, Inc. is not responsible for the sales practices of our dealers. Thiswas also verbally discussed with and agreed to by [redacted] during a recordedQuestion and Answer survey that was completed at the time the contract wassigned. However after reviewing this recording, we understand there may havebeen some confusion between the sales representative and [redacted] regardingthe cancellation policy. While [redacted] did agree in writing to the termsand we feel that we have upheld the agreement, we agree to release the customerfrom the contract balance if he chooses to cancel. Inorder to cancel, [redacted] will need to provide a cancellation notice thatincludes his handwritten signature. This can be mailed to [redacted] or emailed to [redacted]Once this notice is received, [redacted]’s account will be cancelled and willreflect as paid in full. Welook forward to your prompt resolution of this case. A copy of this letter hasbeen sent to the customer.

Review: when I first signed up for the service I had a two (2) year contract after 2 years I called to cancel they said I had a five year contract. my five years was up the first of August 2015 I called to cancel again this time they said I have a seven year contract. have you ever seen a seven (7) year contract I let it go by with the five year because I'm old but now I'm a old mad lady please help meDesired Settlement: I want them to discontinue my service the service is not very good and I can't afford a cell phone for them to contact me when away from home

Business

Response:

Customer signed a 5 year agreement for $44.99 per month on July 30, 2012. Customer is held to those terms until 7/30/17.

Review: I signed a contract with vector security in June 2013. However, problems arose when I had to vacant the home I was living in at the time in January 2014. When I called the company to see if I could move my system to another location, they informed me I had to first sign the move paperwork which would take 7-10 business day to arrive. I informed the company that I had to have the system immediately removed from the location to prevent having to pay another month's rent for a vacated home. They failed to get in touch with me when they said they would, and I had to repeatedly call 6 times before they sent someone to remove the system to take to the other location. In order for them to install the system in the new location, I first had to sign the move paperwork. I have repeatedly called the company for them to send me the "paperwork" for 10 months now, and have yet to receive it. I have been constantly harassed by people from the company asking me to pay my bill for something I haven't been able to use because of the lack of communication. I'm extremely dissatisfied in the service I have received over the past year and ten months.Desired Settlement: I want to be released from my contract with no further expenses towards me

Business

Response:

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

[redacted] signed a three year contract on June 20, 2013. On January 2, 2014, [redacted]’ girlfriend, [redacted] notified us that they were moving and needed to transfer the system to their new home. At that time, the billing on the account was sixty days past due so it was explained that once payment was received, we would schedule to remove the equipment to leave with them and mail the move documents. Once the move documents were received back, we would be able to

install the system at the new location. [redacted] paid the past due balance on January 6th and our technician was scheduled to remove the equipment on

January 8th, which was done and all equipment left with the customer to take to the new home.

[redacted] called our office again on January 31st regarding have the system installed. We realized at this time that the move paperwork was never mailed so we apologized for the oversight, mailed the documents, and gave the customer a one month credit for our error. Between Febuary 12th and September 23rd,

we spoke to [redacted] or [redacted] eight times. During those conversations, he stated he did not receive the paperwork, that he was not going to pay us, demanded his account be canceled without penalty, and threatened to sue us. We mailed the move documents to them four seperate times, one of which was overnighted via [redacted], and offered a credit to his account to be applied once the paperwork was received back. On August 28th, [redacted] stated he had received the paperwork and sent it to his lawyer for review. The last time we spoke to [redacted] was on September 23rd. We informed him that we would issue a five month credit to his account without receiving the paperwork back however we would not issue any further credit and that we could still not install the system without the paperwork. He requested to have the account canceled without penalty. The contract terms were explained to him and that we would not release him from the contract term.

We have still not received [redacted] move documents back however we have issued the promised five month credit to his account. Once we receive the move documents back, we will gladly install the security system at his new home. If he chooses to cancel his account, he would need to send his written request with a

handwritten signature to our office. Once the cancellation is complete, he will receive a final bill for the remaining balance left on his contract term. We feel that we have made more than adequate attempts to complete the system move for [redacted] and that he is still liable for the contract term.

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

Review: I contact Vector on 7-17-15 to find out how to discontinue services. I was told write a letter stating that I want to terminate my services and mail it to the Richmond office. Which I mailed on 7-18-15 also requesting my final bill. As, or 7-9-15 I called and found out that they deduct my normal monthly payment from my account which did not go thru because I had stop payment. I have called several times to still receive no final bill so I wrote a letter on 8-24-15 with the amount that I was told on my first call to them. turns out the next day I received a letter with a lower amount of what was owed. I then called back to get a refund and still have not got the issue resolved. This has been going on for four months and I just want to be done with them and I want my 85 dollar refund.Desired Settlement: I just want them to change thru pratices of dealing with customer I know that discontinue services but I did pay so that they or I was stuck with a bill.

Business

Response:

Please accept this as our response to Revdex.com Case# [redacted] submitted by [redacted]. The [redacted]s account was cancelled on September 4, 2015 and the refund check inthe amount of $85.98 was mailed on September 18th, 2015. We spoke tothe [redacted]s on September 14th and 16th to let themknow the refund request was issued and again on the 30th to let themknow that it was mailed on the 18th. We look forward to your prompt resolution of this case. A copy of this letter hasbeen sent to the customer.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: When my contract was up for renewal, I contacted Customer Service to cancel my service. I received a call back from my salesperson, [redacted] I gave him the reason for cancellation as it was too expensive to maintain the landline the system needed, which cost me approx $50/month and was not used for anything except the alarm system. [redacted] offered to upgrade my system if I signed a new contract. He said the new system was wireless, included a touchscreen and an android app and that I could cancel my landline once it was installed. I agreed and he said he would send the contract. I had to make repeated calls over two months to [redacted] in order to get the contract, and once received, I signed it in May and sent it back.I called Customer Service twice after May, asking for the upgraded system, and was told I would receive a callback to schedule, but never did. I have been carrying the landline at my expense, with a renewed contract with the wrong system. I asked Vector customer service to cancel my contract. I called several times in July and was repeatedly transferred to "Customer Retention", then stuck in voicemail. I left a message, but nobody ever called back.My contract should be null and void as the new system was never installed. I want to cancel my contract and be refunded all payments since my initial 3 year term ended.Desired Settlement: I would like my account/contract canceled and to receive a refund of all payments made after the last term ended. (March 2014)

Review: I called vector security , 8/12 /2014 to have service stopped on 8/19/2014 . I was passed from one person to another .four people in all. sent to sites to cancel . then they said I could fax a letter in , asked for fax , vector said they would email the fax number to me , never did .then they tell me I have to write a letter to them to cancel service . I wrote them a letter , my husband, [redacted] and I both signed the letter, had it sent priority mail express /return receipt on 8/14/2014. the postal service had to forward it because they had moved a [redacted] signed for letter. my contract was up 3/20/ 2013 . vector told me I was going to pay till 3/2015. never gave permission to extend contract . I told vector security to go back to paper billing . I went to my bank to stop payments till this is settled. my husband has had two major strokes , so its on me to get this fixed. thank you . [redacted]Desired Settlement: have them cancel service , no more withdrawls from my account.

Business

Response:

Customer signed a three (3) year agreement on March 20, 2010. Line 3 of the contract states the following:

TERM: 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.

Customer stated in complaint they called in August, 2014 to cancel service, this is 4 months past the renewal date. Customer is being held to renewal terms and owes up until March, 2015 $288.06.

Consumer

Response:

I have reviewed the offer 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,