Vector Security, Inc.

Review: This company has failed to adequately honor their service agreement and/or billing disputes. After my credit card was compromised my company issed a new card. This card was used for monthly billing of Vector Security. Although they sent me some letters, I assumed letters were upsell or junk letters and they went into the trash. When Vector left a voice mail on my home recorder, I returned the call. I was told by Vector that ALL WAS GOOD with my account. When next letter or two came, I threw them away also, as I am inundated with requests for credit cards, donations, real estate referrals, etc. I had no reason to think there was anything wrong with my account. When if was finally discovered that our account was not being paid, I attempted to call Vector and was directed to a billing clerk, [redacted]. When I asked to speak with her supervisor, I was told that person would have to call me back. Gross lack of communications from Vector. I finally got a call in early December regarding payment amount. I sent them check on December 10, 2013. They cashed check. The check was an amount much more than was due to them. On 12/19/13 I received a call from a collection attorney AFTER they had cashed their check. He advised I was in collections for breach of contract. I would like to be done with this company. I do not feel I should pay for their mistakes. This is a security company that I relied on to inform me if my home was compromised by burglars, fire, etc. - they had all communications numbers but left all messages on a home phone number. This phone number (land line) is only in our home because we have a security system. We do not get messages from anyone other than salespeople on this line. I advised Vector of this when I called them, but they stilll continued to use this number.Desired Settlement: Discontinuation of services without having to file a lawsuit for wrongful charges.

Business

Response:

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

Review: ON August 31st, 2015 I notified Vector Security company that we would no longer need their services. The representative advised me that they needed a written letter stating that the service at 3809 Spring lake Place was to be terminated. I faxed a letter on the same day faxed a letter. The equipment has been disconnected and there has been no monitoring of the resident since August 31st, 2015. We are still being billed for monitoring service nor has anyone from Vector called to see why the are not receiving a monitoring signal. The last bill sent to us is now in the amount of $106.80. We have mailed a check of the last amount due of $43.78. Nor are we under any contract. We received the alarm system August 08,2008 and now cancelled the service August 31st, 2015.Desired Settlement: That the last payment excepted and no more bills be sent to this household.

Business

Response:

Please

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

would like to apologize for the delay in processing Mr. [redacted]’s cancellation

request. It has been received and we will process this cancellation

immediately. The outstanding balance on Mr. [redacted]’s account will also be

removed. His account will be closed and paid in full. Also, the outstanding

balance has not been reported to any credit bureaus. We

look forward to your prompt resolution of this case. A copy of this letter has

been sent to the customer.

Review: When our home was constructed a vendor that works for [redacted] talked to my wife and I about Vector Security. We decided to give it a try since the vendor (John O[redacted] told us it will be a 2 year contract since we are purchasing the plan at the same time of the agreement and we can opt out of the third year but the equipment would stay mounted. John O[redacted] also told us there were many homes that were broken into in our area which seemed odd to me. I later found out that the information was false as well as some of the papers that he showed us to help obtain a sale. There were times when I would trigger the alarm to test their speed and many times there was not a response. In July 2014 the [redacted] security system that was installed was faulty and no longer worked and the warranty was expired. We would have had to purchase a new system in order to continue receiving services. In September 2014 my wife called and told a representative that the system did not work and we did not want the third year of our contract like John O[redacted] told us. She was informed that we would have to go through with the contract for another year and would have to notify Vector that we no longer wanted services. The deduction and payment to Vector from my account stopped. Never had we received a bill in the mail or an email from Vector Security for the $49.99 a month payment that was automatically deducted. Vector Security is attempting to receive up to $2500 from my wife and I for equipment and the remaining amount owed on the contract. We did not have services from Vector Security from July 2014 until now (September 2015) but they want to get paid for not supplying any services from July 2014 through September 2015. During the time the system was supposedly working we did not receive the call backs we were suppose to receive. My home has been under the security of a well known security company that is reliable during the time that Vector Security is wanting to be paid for.Desired Settlement: I do not think my wife and I should have to pay for the services that were not received. The salesman for [redacted] and Vector was not honest which is an unethical practice and the company should have ethics practices for their employees and the companies that work for them.

Business

Response:

Re: [redacted]Dear [redacted],As per the attached contract the complainants [redacted] and [redacted] signed a three year agreement with Vector Security Inc. on September 22, 2012. The contract does not reflect any changes to line #3 term: “For services, the initial term of this agreement is 3 years commencing on the day of the services begin and will automatically continue for successive (1) year terms unless cancelled by either of us in writing at least (30) thirty days before the end of the initial term or renewal term.”, that were agreed to by either party.Vector Security did not receive any calls making us aware of signals there were not received by our monitoring department.It is not our policy to send copies of invoices that are automatically paid via auto draft of the customer’s bank accounts.An invoice was sent to the customers in the amount of $642.53 to cover services from 8/27/14 to 11/26/14 as well as the balance due on the contract until 9/21/15. There was no additional charge for equipment.Customer is responsible for amount billed as per contract signed.Sincerely,[redacted]Collections Supervisor

Review: A door to door salesman,(now explained to me that he was a subcontractor to Vector Security), misrepresented the contract terms to me, specifically the buyout terms which were stated as being 250$. The services of home security and hardware were NEVER provided to me, as a landline phone must be available, and I did not ever have a viable landline. The intial installation was performed at midnight, by a man who injured himself and bled all over my freshly painted walls. This happened in June of 2011. I was unwittinglly entering into a 60 month contract for 49$ per month. When I moved out of my home, my [redacted] was charged each month, and although I repeatedly attempted to cancel the service, the company refused to allow me to cancel the service (which was never provided in the first place) unless I cancelled my "serviice" in writing. I sent in a payment which I was told would terminate all previous agreements and would financially fulfill my "obligations". I wrote "Please cancel all services" in the letter, and wrote Cancel Services on the check. They continued to charge my [redacted], and gave me verbal abuse and blatant lies about the terms of service whenever I tried to follow up with them. I am now being told that if I pay them 1,500$, I will no longer be legally obligated, and I am uncertain as to the accuracy of this, and am concerned about their tactics in reference to my credit score, as I was threatened verbally and by mail by their customer service and billing departments on several occasions.Desired Settlement: I believe that Vector Security specifically uses subcontracting salespeople and technicians to target and manipulate the elderly and infirm (I am a military widow living alone, suffering from alzheimers and other health issues) to confuse and coerce them into signing impossibly complex and misleading contracts. I know that I have paid thousands of dollars to a company who never provided ANY service to me other than to charge my credit card, abuse and threaten me verbally and in writing. Their business practices are at the very least unethical, but going by my experience and my research of their other customers' reviews, most likely criminal practices. I am sure that they are targeting specific groups, and will continue to do so, and I hope that something terrible doesn't occur due to the assurances they provide and the services that are supposed to literally protect and prevent dangerous circumstances, which are blatantly NOT being provided. I just want others like me to know that there is no SECURITY with Vector Security.

Business

Response:

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

[redacted] signed a five year contract with Vector Security, Inc. on July 23, 2011. She states that her sales representative misrepresented the contract terms. The sales consultant [redacted] worked with is not employed with Vector Security, Inc. He is employed with [redacted], a former Authorized

Dealer for Vector Security, Inc. As an Authorized Dealer, [redacted] had partnered

with Vector Security, Inc. for the summer months to sell and install security

systems. After installation, Vector Security, Inc. assumes the contract and is

responsible for the servicing and monitoring of your account. Vector

Security, Inc. is concerned about any complaint received regarding our

Authorized Dealers, current or former. We do not condone or authorize unethical sales

practices and all complaints received are reviewed with the dealer. However,

Vector Security, Inc. is not responsible for the sales practices of our

dealers. Doing so would be similar to holding Ford responsible for the sales

practices of a local dealership.

The contract states in

bold type under Term 3, “For services, the initial term of this Agreement is

five (5) years commencing on the day service begins, and 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”. The contract also states under Term 14, “If you fail to make any

payment when due, or demand termination of the Agreement prior to the end of

the initial term or any renewal term, we may discontinue installation,

monitoring and services, terminate this Agreement and recover all damages to

which we are entitled including, without limitation, the value of the work

performed and the amount due to us for the unexpired term of the Agreement”. [redacted]

also completed a recorded Question and Answer survey via telephone after

the contract was signed to ensure that she understood the terms of the

agreement. During this conversation, she agreed that she understood the

contract term is for five years.

[redacted] also states

that we have never provided her with monitoring service. At the time the system

was installed, the technician tested the system and our monitoring center did

receive signals. From the time the system was installed until July 2012, we

received a monthly automatic test from the system. We also responded to alarm

activations on several occasions during this time period. When we did not

receive this test signal in July 2012, we attempted to contact [redacted] to

notify her of the missed signal and to attempt to resolve the issue. Since July

2012, we have attempted to contact her via telephone three times and have

mailed five letters regarding this issue. We did not receive a response from

her. Given that it is her responsibility to provide a working landline and to

communicate to us if she makes any changes to her system; we feel that we have

given more than adequate notice of the lack of communication.

Regarding [redacted]

claim that the installation technician damaged her walls, she also did not

notify us of this. However, another recorded Question and Answer survey was

completed via telephone after the system was installed. During this, [redacted]

was asked if the installation technician left her home clean and free of any

debris, to which [redacted] said yes.

A representative from

our Billing Department attempted to contact [redacted] on March 14, 2014

regarding mail we received returned from the post office. At this time, she did

notify us that she wished to cancel the account as she had moved out of this

property. She explained that she does still own the property however she had to

move in with a relative. She also stated that she has been avoiding us for two

years because the system has not worked. The representative offered to send a

technician out to the home as a courtesy however [redacted] refused. The

contract terms were explained to her including the final bill amount and that

we require a written notice to cancel any account. She requested to speak to a

supervisor.

The supervisor spoke to

[redacted] and explained the contract terms, the authorized dealer that she

signed through, the need for a working telephone line for the system to

communicate, and our attempts to contact her. We offered to upgrade the system

at the current location so that we could monitor the home while it is vacant.

We offered to move the system to her new location. She declined all of our

offers and stated she is just going to cancel and pay the final bill. Again, it

was explained that she would need to send a cancellation notice with a handwritten

signature and then the final bill would be mailed. She requested that we send

her a cancel notice to sign and send back to her new address, which we did. We

have not received [redacted] cancellation notice nor have we received any

checks from her as she mentions.

We are unsure what [redacted] is referring to regarding being threatened and verbally abused. We feel

that we have provided more than sufficient attempts to contact regarding her

services, explanation of her contract terms, and several offers to make changes

to the account so she can continue using the services. We stand by our decision

to hold [redacted] to her contract term. If she chooses to cancel, once we

receive her cancellation notice the account will be canceled and the final bill

mailed. However, if she chooses to accept one of our offers, upgrade or move

the system, we would be more than happy to discuss the procedures for these.

We look forward to your

prompt resolution of this case. A copy of this letter has been sent to the customer.

Review: I had a 3 year commitment with this company and they automatically renewed my contract for a year without informing me. It is difficult to contact anyone to discuss this problem. I feel that I should have been contacted when my contract was up. It should be my decision and not there decision as to whether I want to renew my contract. I feel this is a bad business practice.Desired Settlement: Inform me of the process available to cancel my service

Business

Response:

Customers account did not auto renew. Customer is still under terms of original agreement dated May 24, 2011 for 5 yrs. His contract term isn't over until May, 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.

Review: On 25 July 2014 I called Vector Security in an attempted to correct a problem (spurious alarms between 2AM and 3AM) with my home security system. I was told the problem could not be corrected and I would continue to receive spurious alarms. At that time I told the Customer Service Representative to cancel my service. I then unplugged the 115V power to the system (to preclude the spurious alarms) and left to tend to my ailing father in[redacted]. When I returned home I had a notice stating they could not reach my system. I called and told them the system was not functioning and had been unplugged. I again insisted they cancel my service. Again I spoke to several people over the phone, expressed my dissatisfaction and insisted they cancel my service (which was no longer in service since it had been unplugged.) A couple days later I received another bill from Vector Security. I paid that bill thinking perhaps I had not been 100% clear in my communication of 25 July (when I told them to cancel monitoring as I was unplugging the system.) After a week at home I went back to[redacted]. I returned to [redacted] this week and much to my surprise I received yet another bill from Vector Security.

My wife called and was informed in order to cancel my service I had to inform them, in writing, on their specific form, otherwise I would continue being billed.

Vector Security was unable to correct the problem with my system. To their defense, the system is quite old and should be replaced. They have no problem continuing to monitor an obsolete system but refuse to stop when asked. They even wrote to notify me they had lost contact with the system yet continue to bill me for monitoring a system with which they have no contact. I have been a customer of theirs since 1996 (when they were [redacted].) They were acutely aware of the system's obsolescence.

When I spoke to their repair, sales, and retention departments, I was quite clear I was no longer interested in their service. A month later, they continue to bill me and tell me they will not stop until I fill out their forms and submit them in advance.Desired Settlement: I want them to stop sending me bills. It would be nice if they would refund the money I paid them for monitoring a system they were not in contact with but at this point, I'll settle with them canceling my account and leaving me alone.

Business

Response:

Dear

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

Only July 25, 2014, Mrs. [redacted] spoke to our Service Department about a problem she was having with her system. We attempted to assist her with bypassing a zone over the telephone however we were unable to do so. We explained that we would need to have a Certified Technician call her back to assist further. Mrs. [redacted] stated that she wanted us to just cancel the monitoring for the time being. The representative explained that we cannot disconnect the monitoring from our office and that in order to cancel her account she would need to speak with our Retention Department. She stated to have a technician contact her. The information was forwarded to one of our in-field technicians.

We did not receive a monthly automatic test from their system on August 17, 2014 and the next day a representative left a voicemail on the customer's home telephone number regarding this. We also mailed a letter to notify that the system was not communicating. On September 2, 2014, our Service Department Supervisor spoke with Mr. [redacted] and offered a free service call for a technician to address the issue. He stated that he wanted to cancel and the information was passed to our Retention Department. A Retention representative spoke to him and offered an upgraded system. He stated he was thinking about buying a "do-it-yourself" security system but would speak to his wife about the options and call back. We did not hear from them again until October 2, 2014 when Mrs. [redacted] contacted us again stating she did not want to upgrade and to cancel. We discussed that we do require a cancellation notice and that we would credit off the open invoice on her account once the notice was received. We e-mailed her a basic cancellation notice which we received back signed on October 6, 2014.

As of today, the account has been cancelled. We will not be able to refund and monies to the customer as we did not receive the cancellation notice until October; however the open invoices for the months of October and November have been credited. The account is showing as closed and paid in full.

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

Sincerely,

Review: Bate and switch salesDesired Settlement: I fell that I was given the bate and switch when I took the service . I was told by the sales man that it was for 3 Yr. and then after I signed the contract he said let me put this on here it is so that you will have the same price for 5 year's this was after I had given them my card to put this on auto pay . I feel that the contract was broken at least 4 times .They said that they would maintain the unit but when told that the battery's need to be changed they did not reply . The were sending me a bill to the 26622 address till 11/1/2015 which I told them that the house was sold and was told that they would take care of it. 4 moth later I get a phone call they say that it has not been taken care of and that they wanted all most $1,000 to end the contract . I feel that they are not being truthful with me as they have had 3 phone # and the correct address all the time . I feel that to keep this out of the court system I will negotiate as they have not monitored since 11/2015 .

Business

Response:

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

We spoke to Mr. [redacted] on April 27, 2015 and he informed us that his property was for sale. Our cancellation policy as well as his contract term/final bill amount was explained to him at this time. On May 26, 2012, he signed a contract for monitoring services at [redacted] This 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 commencing on the day service begins”. Mr. [redacted] also verbally agreed to the five year term during a recorded Q&A call.

We attempted to reach him again on November 5, 2015 regarding his house being sold and left him a voicemail on the only working number we have for him. He did not return the call. His account then fell past due and we began making collection calls. On March 15, 2016, we spoke to Mr. [redacted] again about cancellation and the contract terms. At this point he provided us with his new address in Ohio and stated that he would not pay the outstanding balance or the contract balance. It was explained to him that in order to cancel his account, we do require a written notice. We have not received one as of yet, so his account is still active.

Regarding Mr. [redacted] other complaints, we have no record of him requesting batteries to be replaced, we currently only have one working phone number for him, and his billing address has always been [redacted] If he was receiving mail from us at his new location, the post office must have forwarded the mail as we did not have his new address until March 15, 2016.

We stand by our decision to hold Mr. [redacted] to the outstanding balance and contract term as he did agree, both written and verbally, to pay for services for a period of five years. As explained to him previously, his account cannot be cancelled until written notice with his handwritten signature is received. This can be mailed to [redacted] or emailed to [redacted] Once received, his account will be cancelled and the final bill mailed.

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,

It seems odd that I was getting a bill in the mail at [redacted] until I told them that the house was sold. I have in my position past bills until 11 2015 at that time it all stop ed and I thought it was taken care of . Futher more they have lied to you as they had 3 phone # that I recevid multy calls on when they were showing the house . They were [redacted]. I can not help if they have lost the information . Further more if this was the case then the house was not protected by them for 4 month's

Review: On May 17, 2010 I enter into a contract for a security system (alarm) this agreement was three (3) years I have exceed the agreement. I wrote Vector security a letter on September 22, 2014 stating that I want to cancel my Vector security contract. At that point I discovered that if I did not let the company know on my sign-up date (when I sign up for the alarm, that I would have to complete another year. I said to Mrs. on the phone that I would agree to complete the four(4)year. She told me that she would have to check with one of the supervisors. After several days [redacted] call me back and that I would have sign up for three (3) more years, said that was not reasonable. That I would agree to complete the year. The company sent me a bill telling me to pay $314.93 for a bye out but I would get nothing for the bye out for doing that.Desired Settlement: I would like to get out of this contract. If I have to I will agree to complete the last year but no more time. I think vector security should have some responsibility, they should contact the consume that the contract is about to expire. I will agree to complete the year, keep and pay for the security system until April 17, 2015.

Business

Response:

Ref: Revdex.com Case # [redacted]

Dear

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

[redacted] signed a three year contract with Vector Security on May 17, 2010. The

contract states under Term 3 “For services, the initial term of this Agreement

is three (3) years commencing on the day service begins, and will automatically

continue for successive one (1) year terms unless canceled by either of us in

writing at least thirty (30) days before the end of the initial term or any

renewal term”.

[redacted] states that Vector Security should have some responsibility in

informing our customers that their contract is coming to its renewal period. Given

that the contract states the terms of the agreement and that [redacted] did

agree to these terms by signing the contract, we find that he was properly

notified. All Vector Security contracts also include a three day cancellation

period (from the date of the contract) which allows the customer to read over

the entire contract and cancel without obligation if there are terms he does

not agree to. [redacted] did not notify us within the allotted three day

period that he did not agree with the automatic renewal term. However as a

courtesy, Vector Security does contact a large number of our customers when

their initial contract term is complete. Our Retention Department attempted to

contact [redacted] regarding his renewal period and left voicemails on June 14,

2013 and June 20, 2013. He did not return the calls.

On September 19, 2014, [redacted] contacted our office to cancel his account

because he signed with a different monitoring company. We offered several

promotions we had available at that time but he declined all. The contract

terms were explained to him and he was made aware that we do require a written

notice. He was also informed that once the cancel notice is received the

account would be canceled and the final bill for the remaining months left on

his agreement will be mailed to him. We received his cancellation notice on

September 22, 2014, the account was cancelled on October 8, 2014, and the final

bill of $314.93 (seven months times the monthly rate of $44.99) was mailed the

same day.

[redacted] contacts our office again on October 14, 2014. We advised him that the

account had been canceled and that the final bill had been mailed. Even though

we discussed the contract terms with him on September 19th, he

stated that he was not aware that the contract automatically renewed so the

representative went over the terms with him again. He stated that he wanted to

reinstate his account until the end of the contract term. The representative

explained she would need to seek approval for this reinstate. She called Mr.

[redacted] back on October 17th and explained that we cannot reinstate

his account without a new three year contract. [redacted] provided written

notification of his request to cancel his contract so in order to reactivate

his account we would need a new contract. Also, we are not able to reinstate

his account knowing that his system has been changed to another monitoring

provider as we would be unable to monitor the system.

As explained during a conversation with [redacted] on October 20, 2014, we can

reinstate his account with an upgraded panel that would allow the system to

communicate with our monitoring center. This would include free installation of

the new equipment and a new three year contract term. If he chooses to continue

with the cancellation, we stand by our decision that he is responsible for the

contract balance. As a courtesy, we will allow him to pay his final bill in

four equal payments.

We look forward to your prompt resolution of this case. A copy of this letter has

been sent to the customer.

Sincerely,

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID 10272667[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,

Dear Sir/Madam

I was unable to download your attachment from the internet

but I did receive a CC: of the letter from Vector Security, I hope it is the

same Letter because I don't thrush that company. I did sign a contract for

three years with Vector Security but I was not aware of the extension on the

end of the contract.

However, according to the letter I received from Vector

Security the system that I have would not work work their new system. See

Vector Security paragraph Four which states, (we are not able to reinstate his

account knowing that his system has been changes to another monitoring provider

as we would be unable to monitor the system.) If I had continued paying the

premiums I could not have gotten the service I was paying for. The company said

nothing to me at any time about updating my present system until I requested a

cancellation.

I requested several times to speak with a supervisor about

this problem and always denied. The company states they attempted on two

occasions to contact me by phone, if I had gotten one of these call I would

have responded, if a call were made.

To donate $314.93 to Vector Security for work they is not

intended to do, don't appear reasonable. I told Vector Security that I would

pay $44.99 a month thought April 17, 2015 to satisfy a full year but the

monitoring service have to be continue, this is the same agreement we had. I

cannot see signing with Vector Security for three more, I am over 71 years old

at present and don't think I will remember after another three years pass. It

appears that Vector Security would own me for life and I cannot agree to a life

contract.

No I cannot agree to Vector Security letter, I look forward

to hearing from you.

Review: Sales person claimed that they would install the alarm system for free if I advertised their company by placing a sign in my yard. I agreed to the installation and would only have a $50 monthly bill because I didn't have a land line. After a few months I called them to request removing it as I could no longer afford the monthly bill and wasn't using their system. The representative informed me that I would have to pay of the 6 year contract in order to do so. This however was nothing disclosed to me nor would I have agreed to that. She proceeded to tell me that I had 48 hours after installation to cancel and was then responsible for the cost in full. I've refused to pay for services I didn't agree to and ultimately this has had a negative impact on my credit.Desired Settlement: Removal of collections from my credit report

Business

Response:

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

[redacted] signed a five year contract on August 3, 2010 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 any complaints

regarding the sale would have been handled by [redacted]. It is possible that [redacted] contacted [redacted] directly to discuss cancellation as we have no

record of [redacted] contacting Vector Security. If she had, we would have referred her back to [redacted] as the contract was under the first year, however

[redacted] did not notify Vector Security of her desire to cancel.

[redacted] last payment made was on May 25, 2011 and the account was terminated due to non-payment on November 29, 2011. Since [redacted] had not yet paid for one full year, the account was sent back to [redacted]. If [redacted] 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: We have an alarm system with this company. We are moving and contacted them about discontinuing the service. They stated the original contract we signed was for 5 years. We asked if there was any way we could pay a fee to get out early (we have 10 months left) they said no. They said we own the equipment installed under a promotion they were running so they can't make anything back off us leaving early. I told them we don't need or want the equipment and they could have it back. They said that wasn't an option. They said it can be reinstalled in our new house but we don't need the service there. Also, they had to come out and reinstall the door sensor at some point last year and had to leave the old sensor up even though it wasn't working because otherwise it left a hole in the wall and they would have to remove part of the frame. I have been calling to try and cancel the service and keep getting transferred to a customer service voicemail. I have left a message with a supervisor Kathryn that I spoke with previously and have not heard back from her either. I left messages we need the service turned off by the weekend. We have been great customers for almost 5 years. We have referred several people to this company in the past. All we were hoping for was a little understanding and better customer service.Desired Settlement: We would like the service disconnected and the company can have their equipment back (which is all in excellent condition). We would like to be let out of the rest of the 10 months of service for a reasonable cancellation fee.

Business

Response:

Please accept this as

our response to Revdex.com Case# [redacted] submitted by [redacted].

[redacted] signed a

five year contract with Vector Security, Inc. on April 10, 2010. The contract

states in bold type under Term 3, “For services, the initial term of this

Agreement is five (5) years commencing on the day service begins, and 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”. The contract also states under Term 14, “If you fail to make any

payment when due, or demand termination of the Agreement prior to the end of

the initial term or any renewal term, we may discontinue installation,

monitoring and services, terminate this Agreement and recover all damages to

which we are entitled including, without limitation, the value of the work

performed and the amount due to us for the unexpired term of the Agreement”.

On June 9th,

2014, [redacted] contacted our office to notify us that he was moving and would

like to cancel his account. Our representative went over the contract terms

with him and explained he is responsible for the remaining months left on the

agreement. She also went over several options available to him which include having

the system moved from the current location to the new location which would

allow him to continue in the current contract term; have a new system installed

at his new location with a new contract which would release him from the

current contract; transfer the system to a friend or family member’s home and

place the current contract in their name; or if the new homeowners of the

current location sign their own contract, he would also be released from his

contract. [redacted] was not pleased with these options and requested a call

back from a supervisor. Several voicemails were left between the supervisor and

[redacted].

On June 12th,

[redacted] spoke with the supervisor who also explained the contract terms,

the options available, and that we could not release the contract term unless

one of the options were taken. [redacted] also did not find the options

satisfactory but stated she would think about it and contact us back. Mrs.

[redacted] left a voicemail for the supervisor on June 26th however she

was out of the office so it was forwarded to another representative to handle.

The representative contacted [redacted] back on June 27th. At this

point, [redacted] stated they may want service at their new location but would

not want it right away. The representative offered to hold the final bill for

90 days to give the [redacted]’s a chance to get settled and then contact us for a

new system. [redacted] agreed to this. [redacted] sent his cancellation notice

in the same day and the account was cancelled on June 30th.

Per our agreement with

[redacted], we will hold the final bill for 90 days. At the end of this time

period if one of the discussed options has not been taken, they will receive a

final bill for the months remaining on the agreement at the time the contract

was cancelled.

We look forward to your

prompt resolution of this case. A copy of this letter has been sent to the

customer.

Review: In July 2011, we were visited by one of Vector's sales contractors who took up far too much of our time and had us sign a 5 year contract, which he represented as 3 years, not five and even so, no other security company requires such a contract. In 2013, we disconnected our landline and I called Vector to see if there was an alternative to still utilize their security system without a landline and they told me that someone would have to come out to our home at our expense. I then said I wanted to cancel our contract. It was then I discovered that the contract was for 5 years and I never could get an answer without them sending someone out to our home regarding if we could utilize the system without our landline. It appears to me that would be a simple answer? Yes or No. Not we have to send someone out to your home to determine this?

So since 2013 we have been paying for a service, they are not providing at all. Translation - they are unable to provide us with what we contracted and have been paying for. They are not living up to their end of the contract. No where in my contract does it state I must continue to keep a landline operational. I have called to cancel our service and have been told that I will owe them for the remaining contract? For what? This is a scam and a rip off. Don't get this alarm system - get a dog - or any other system.

It is an illegal contract.Desired Settlement: Full refund since May 2012 of $1169.74 and them to stop debiting our account immediately. Again, it is an illegal contract and if necessary, I will contact the Attorney General's Office regarding these illegal acts.

Business

Response:

Please accept this as our response to Revdex.com Case# [redacted] submitted by [redacted] On July 14, 2011, [redacted] signed a five year contract with Vector Security. The contract states under Term 9, “The system includes a communicator that sends signals to the Center over your regular telephone service, Internet service, dedicated cellular service or long range radio…If your telephone is out of order, placed on vacation status or otherwise not working, signals cannot be transmitted and the Center and Vector will not know of the telephone service problem.” Ms. [redacted] chose to have her system communicate using her regular telephone service. As stated, if she was to cancel the telephone service her system would not be able to communicate. In March 2012, we did not receive the monthly automatic test signal from Ms. [redacted] system. We left a message and mailed four letters over several months to notify that the system was not communicating. We did not hear back from Ms. [redacted] until May 2013 at which time we offered to send a technician to her home to inspect the system. This is necessary as the system could not have been communicating for reasons other than the telephone service being cancelled. We offered to waive the charges for the service call however Ms. [redacted] refused to allow our technician to come to her home and stated she would just cancel her account. She then spoke to a member of our management team who offered to have the technician inspect the system at no charge, offered to upgrade the system to communicate via cellular service so the telephone line is not needed, and offered a partial credit to her billing. Ms. [redacted] responded with profane and abusive language and eventually disconnected the call. Since then, we have called two more times and mailed six more letters regarding the lack of communication from the system but have not received a response from Ms. Propst. Since Ms. [redacted] did not fulfill her contractual obligations of keeping a working telephone service or allowing us access to the system to attempt to resolve the problem, we will not be refunding Ms. [redacted] any money. If she would like to upgrade her system to the cellular communication, we have two options available. We will upgrade her panel and add the cellular communicator with a free installation, $5.00 increase in her monthly rate, and a new thirty-six month agreement; or upgrade the panel and add the cellular communicator with a $150.00 installation fee, $5.00 increase in her monthly rate, and she will remain under her current contract terms. If she chooses to cancel her account instead, she will need to send a written notice with her handwritten signature and she will be responsible for the remaining contract term. 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 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.

1. Their independent sales person misrepresented the contract as being for 3 years, not 5. (Of course they don't take responsibility for their contractors.)2. I will indeed write them to cancel their inadequate service and no, I will not pay - take me to court. I dare you. You will have to do it here in [redacted]. And no, you can not place a lien on us until it goes to court and with this information and information from other clients with the same complaints. This company should be expelled from this area for their shady practices.

Regards,

Review: Vector Security provided security service at our previous residence, [redacted]. We moved 11/17/14. We contacted Vector to advise of the move. Phone service was disconnected, so the alarm service was no longer functioning. I have received confirmation that they have verbal notification of cancellation, January 2015.

Realizing that an infrequently used credit card has continued to incur monthly Vector Security charges, we contacted our local Vector branch 2/15/16. No return call. Called again 2/16/16, was told that I would have to speak to a manager 2/17/16, but in the mean time he sent an email with written cancellation instructions. We submitted email cancellation as instructed. Called 2/17/16 and spoke to manager Sherry, she confirmed verbal cancellation 1/15, email cancellation 2/16. She confirmed that there has not been any security service provided since 11/14 without corresponding phone service/signal. Sherry insisted that I would need to provide written proof of cancellation from 1/15 in order for her to process any refunds. As cancellation was presumed from over a year ago, we no longer maintain any records from our Vector Security account. If we were advised to send written cancellation, we presumably did. We feel that we have been defrauded 12-months of non-existent security service: $34.95/month = $419.40. If written cancellation was not received by Vector, yet they are aware service was no longer being provided, why did Vector not provide any follow-up communication?Desired Settlement: A refund of $419.40.

Business

Response:

Customer was advised on 12/12/2014 that they needed to send in written request to cancel. Vector never received cancellation request. On 12/17/14 we called and left a message with no response. On 12/20/14, we called again and left message with no response. On 1/23/15 we called and spoke with Ms. and gave her the info to send cancel request. Again, Vector never received cancel letter. Do to liability issues, Vector cannot terminate account without a written request so we continued to monitor and bill account. No refund will be issued.

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.

We sent letter to Vector requesting service be cancelled. We no longer have copy of letter and Vector claims that they did not receive it.

As security system operating via a phone line connection, Vector was aware that service was no longer being provided. "No signal" pings were being transmitted back to them. They made no attempt to contact us to advise that the termination letter was not received or to correct the "lost signal" - they just continued to take our money.

The verbal cancellation and the confirmation of "no signal" should supersede the missing termination letter.Regards,[redacted]

Review: In March 2013, a salesman came to my home because my current security system contract was about to expire. During our consultation I agreed to switching to Vector for a 3 year contract term. A date for the installer to come was arranged for later that week. The installer came with another individual, who I later found out was NOT a Vector employee and instead was his girlfriend. The team arrived at my home after 5:00 pm and did not complete the installation until well after 8:00pm. This woman completed all the paperwork, that admittedly I signed. Fast forward to 2015 and I come to find out the woman completed paperwork for a 5 year contract. I now have to pay over $1,000 to get away from this horrible company. I have had to contact billing on 4 different occasions(after email confirmation they received my cancel/cease withdrawl) to ask them to STOP withdrawing money from my checking account .Desired Settlement: As a single parent who works hard keep my family financially secure, I am posting this to warn others not to do business with Vector. If you have signed any paperwork with Vector, review it and demand to see credentials verifying all installers or those who come with the installer are actual Vector employees.

Business

Response:

Please

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

March 11, 2013, [redacted] signed a contract with Vector Security through an

authorized dealer company, AVSX Technologies. The contract states “For

services, the initial term of this Agreement is five (5) years commencing on

the day services begin,”. The contract also states “Do not sign this agreement

before you read it” and “It may not be changed by any oral statements made by

any Vector representative, including authorized dealer”. Ms. [redacted] is

responsible for reading any legal documents before signing and should be held

accountable if she failed to do so. The sales consultant and installer

is employed

with AVSX Technologies, Authorized Dealer for Vector

Security, Inc. After installation, Vector Security, Inc. assumes the contract

and is responsible for the servicing and monitoring of account. Vector

Security, Inc. is concerned about any complaint received regarding our

Authorized Dealers. We do not condone or authorize unethical sales practices

and all complaints received are reviewed with the dealer. However, Vector Security,

Inc. is not responsible for the sales practices of our dealers. Ms.

[redacted] account has been cancelled and we have received payment for the

contract term. The account is showing as closed and paid in full. We

look forward to your prompt resolution of this case. A copy of this letter has

been sent to the customer.

Review: I have reached out to the company in reference to the equipment not working and my home not being secured like it should. I also reached out to [redacted] who came and installed the system and called the company to let them know that it has not been working at all. I continue to get the run around. This company has not been truthful about their equipment not working properly at all. I have written a certified letter to the company in June 19, 2014, they have not respond to my letter or even stating that they received it. I continue to receive a bill stating that I have to pay $165.79 on August 1, 2014 I called Vector Security, I was told that I would be transferred over to a Senior Retention Officer which was Mr. [redacted] I then explained my situation as well as the letter that I have submitted to this claim. I was put on hold I stated that the equipment has been taken down he then explained that they could not cancel because I was still a early customer. He called [redacted] he states he came to my home five times which is a lie he came to my home once that was the last time we have ever spoken. [redacted] spoke with my husband and stated that he wants his equipment and he will be there with a cancellation notice on August 4, 2014. My husband replied you can come get your equipment but you are not allowed in my home to do anything else. I have sent [redacted] a picture of the equipment on August 4, 2014 and stated to him that it is 2:54 pm that he needs to come get the equipment I will not continue to be charged when they have not been monitoring my home for going on three months now.There equipment stopped working as soon as I received it in April and the early months of May 2014 it stopped working they continue to tell me that someone will come out we did not hear from [redacted] until May 31st 2014.Desired Settlement: I would like the cancellation notice and this taken off of my credit report immediately. I should not be charged for something when they have not been doing there part as a company. They failed me as a customer with the lies.

Review: I notified Vector Security that my system was malfunctioning in early January. The system had begun alerting for no reason shortly after Christmas of 2015 and had to constantly be disarmed. When I called they changed the status to do not respond and informed me that I would need to have system upgrades before the system could be repaired. I was told that a supervisor would call to make the arrangements within 24-48 hours. After one week I called again to inform them that I had not been contacted and the system continued to alert. I have made multiple calls over the past two months and was always told that no one at customer service could help me and that a supervisor had to make the arrangements and I had to wait for a call back. I then began to receive bills for the months of January and February while I did not have service. I received a collection call and spoke to a gentleman who did note all the calls that I had made and apologized for them "dropping the ball". I again called on 2/29/16 and spoke to both Jaimie and Neesha who again apologized for the problems but told me they could not help me and that since I had asked that the service be turned off several weeks ago I would have to speak to someone in retention. I was finally able to get through to Martin on 3/2/16 and we also went over the history on the account and informed me that I would have to pay for another year of service because I had not cancelled the account before the end of February. I explained the situation again and he also apologized about all that had happened but says he can not help me. I told him that I had not signed a new contract and he told me that I did not have to because the month had ended and I was liable. I again reiterated that I had technically not had service with Vector since December and had repeated asked that the account be closed without any attempt from Vector to rectify the situation. I did inform him that I would be filing a complain with the Revdex.com at the end of the conversation.Desired Settlement: I want the bills for the months of January and February to be taken off and I want the service cancelled immediately with no penalty as I have not had use of the system, as they are well aware, since December of 2015.

Business

Response:

Vector has spoken with the customer and resolved their issues. We issued a 2 month credit and upgraded their security system on 4/4/2016.

Review: I have left GA at the end of June 2015 due to a PCS move from the military. My wife and I were informed when Vector took over from ADT that they would service us with a military clause. In case we moved, we would send orders and they would discontinue service. We have moved and now they want us to pay. We made it 100% clear that we could not guarantee 3 solid years of residence and we were renting. They assured us that we could break the contract if we attained orders somewhere else. We signed a contract for 3 years of vector security for a home we rented in GA. We left a year early (of the contract) and told them to cancel. They did not and claimed we had to own the home to do this. We told the sales rep at our house SEVERAL times we could not guarantee we would be there for 3 years. Now we owe about $9xx dollars or a bill will get sent to collections at the end of the month.Desired Settlement: DesiredSettlementID: Contact by the Business

They need to break my contract and get rid of the bill for a service I am not using. I currently live in [redacted] - not Georgia.

Business

Response:

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

Review: Vector did not provide all of our options before closing on our home and now we have no access to our equipment and cannot get out of our contract.

On 12/26 I contacted Vector and advised we were moving. My husband accepted a new job and we could not install the equipment in our temporary rental home. The rep advised someone would call me back with details of ending our service. I was called back on 12/29 by another rep who advised we would have to pay out our contract. I told the rep I wasn't going to pay for a service that wasn't even being provided to me. I advised that our alarm went off around 3:00 am and it took 8-10 minutes for the Vector to call us and when they did, they reported it was our front door when it was in fact not our front door, but a window. We lived in a high crime area so it is very serious that we were alerted to the wrong area of the house. Vector had not updated their monitoring services of our equipment we have had for over a year. Very much a safety issue for a security company! I asked to speak to a supervisor b/c I was very unhappy that I requested someone to come and fix the equipment and they never called back to do so but they wanted us to keep our end of the contract and pay out 3 more years of service. When the supervisor, [redacted] called, she advised that we were under contract and there was no way to get out of our contract unless the new home buyer would take over the contract. She did NOT advise us that we had to remove the equipment. She advised that if the new home owner did not take over the contract then Vector would remove the equipment and we could continue the service, with our equipment, once we purchased a home. The supervisor advised it would be no problem and would call the new homeowner for services. I believed her, unfortunately. We called the home owner and asked if Vector could call them. He said yes. When Vector called, the homeowner advised us that this supervisor reported that we were in a contract and could only get out of it if he agreed to take it over. She also advised the homeowner that he did not have to agree to the contract nor did he have to give us our equipment. He told us this on the phone and in writing. When [redacted] called me back, she denied saying any of these things but there is no way the homeowner would know we were under contract and for how long unless she told him, which is a violation of our confidentiality agreement in itself. The homeowner has decided that he does not want to continue the contract with Vector. The homeowner reported that [redacted] advised him that the equipment would work with other companies and therefore he can keep the equipment and not have to pay for it with the other company. [redacted] denied everything and changed her story once I advised we spoke to the homeowner. When I asked her about these things she began to yell at me. I asked her why she didn't inform me that we had to get the equipment the three times we spoke before we closed on the house and she said she didn't have to because I was calling to cancel the service. I told her as a customer, I should have been told what ALL my options were and never did she tell me to make sure I had it removed before moving. I asked to speak with her supervisor who is [redacted]. I have called him 3 times and left a message with my phone number and he has yet to call. So currently we are paying for a contract that we are not using and equipment we have no access to even though the supervisor said they would have it removed for us. They offered to suspend our contract for 1 year or continue our contract at 47.99 per month but have to buy new equipment. Our other option was to buy out the remainder our contract which has 3 more years. So we had a service that while being provided could've gotten us killed because we went to the wrong area to secure our home, maintenance that never came to fix the problem, and a supervisoDesired Settlement: Due to their monitoring services not being updated with our new equipment for over a year, our safety being compromised by telling us the alarm was going off in the wrong area of the home, no maintenance coming to fix the equipment/monitoring issues after our request, the supervisor releasing confidential information to the new homeowner about our contract and most importantly the unfair trade practices, we would like out of our contract.

Business

Response:

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

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.

Review: I sent pcs orders but they said it I need to send hud 1 statement but I haven't sold my house and they are billing me for the rest of the contract

Because I just put my house on the market I have no hud 1 statement. They still want to bill me for the contract. I tried to talk to Martin g[redacted] he said it didn't matter about my pcs orders. Pay the contract off or get a hud 1 statement.Desired Settlement: Cancel the contract since I won't be here

Business

Response:

Vectors policy regarding PCS orders as follows: If a customer has PCS orders and sells their home, we will relieve them from the remainder of the contract terms. If they do not sell their home, we will hold them to the terms of the agreement. Vector should not suffer the financial loss if the customer still owns their home. Customer is held to the terms of the agreement.

Consumer

Response:

Review: Have contact the company multiple times for current and added services. promise callbacks and tech visits that never happend. Started calling company since november for the replacement on a motion sensor battery as well as information on added video cameras to the home. Every time they collect my information and promise a callback wihin 24-48hrs. After over 15 calls requested talking to a manager and then I was placed on hold for 1hr and 30 min and then hung up on. This situation happend in four different occasions. Finally I contact the company requesting cancelation fees on contract in which they anwsered they where unable to provide me with this information at this time. Promise a callback with a specialist within 24 which again never happend. We are having multiple situations around our neighborhood that requires for us to have the extra security measures for our loved ones. we already filed a claim with them but have never received any feedback or resolution. We currently have a new security provider that is waiting for the cancelation on current one to proceed on instalation.Desired Settlement: DesiredSettlementID: Other (requires explanation)

We are requesting avoid on contract that will excempt us on the cancelation fees based on breach of contract on their part and their inability to provide the services required qhich are being paid.

Business

Response:

Customer has been terminated for non-pay due to Chapter 7 bankruptcy notice received on 7/13/15.

Review: I have moved from my house in July/15 and cancelled the services from Vector. But they are still charging me!! They even asked me if the new owner would be interested in the services back then and I told them NO (based on the new owner´s response)Desired Settlement: Refund of all amounts since July

Business

Response:

Good Afternoon!Mr. [redacted] signed a 36 month contract with Vector Security, Inc. on 8/11/2014. Therefore, he still has 20 months left under contract, as of today, 12/30/2015. Vector Security, Inc. requires a signature to cancel any active account. We emailed Mr. Spina a termination request on 10/27/2015 at 8:53am. This was not received back. However, in good faith, if Mr. [redacted] submits cancellation in writing, we will terminate him as of January 1, 2016, and void the remainder of the contract. We will not be refunding Mr. [redacted]We have attached the original contracts, which are signed by Mr. [redacted] Thank you!Michelle V[redacted]Branch AdminstratorVector Security, Inc.[redacted]