Vector Security, Inc.

Review: In November a security rep call me to inform me that my current security network was bought over by their company and if I wanted I could get an upgraded security system at a lower cost if I sign a 3yr contract which I did under the impression that I was staying with the same company just under contract but a few months later I found out through a courtesy call in which I was asked did I cancel with my previous security company did I find out I was with Vector security being mislead I went ahead and okayed the cancellation of my previous security believing that I had no choice since I sign a contract with vector so I wouldn't be double billed. Recent review of my banking account show that both security company has been charging me for service security net work under the impression that I broke their contract early and vector. If I was not mislead by the representative this whole situation would have been avoid. vector representatives when confronted with issue has been treating to put a lien on my home if I cancel contract.Desired Settlement: I do not want to be under contract with Vector security due to false representation and I would like to stay with my original security network before I was lied to by the Vectors salesman.

Business

Response:

Customer signed a 3 year agreement with Vector on 12/2/14 that was sold and installed by [redacted], an Authorized Vector Dealer. Vector did conduct a QA call with the customer on 2/5/15 at 11:48AM and went over the terms of the agreement and asked several other questions, one of which being did you have a previous alarm system in your house. The customer stated "yes" it was with [redacted]. We then stated "Do you understand the we are not affiliated with this company in anyway", at that point she did state that she thought that Vector bought out/took-over her previous company. We explained that we did not, she did state that she felt that she was misrepresented by the salesperson. At no time did she state that she wanted out of the contract with Vector. On May 12, 2015 the customer called into Vector saying that she had [redacted] ( a completely different security company other that her previous company) on the phone and she wanted to cancel. Now, over 3 months since the QA call she is filing a complaint with the Revdex.com since we won't let her out of the agreement after Vector made a substantial investment with sales and installation of security system. Vector is holding the customer to the terms of the agreement.

Consumer

Response:

Review: I contacted Vector Security to cancel my account. I was told my account would be cancelled and found out that they continued to draft my bank account. When I called in again I was passed to a "manager" that assured me my account had been cancelled and once again they drafted my account. When I called AGAIN they assured me a refund was on the way and would take up to 4 weeks. This started in February of 2014. I still have not received a refund (today is May 16, 2014)and they no longer answer my emails. They cannot draft my account because I called my bank and denied them access. They mismanaged my account and lied about returning my money. I have been in business with them for a number of years and was cancelling my account due to a move to an area they did not cover. I have always been a good customer and resent greatly being mistreated. Their people are incompetent. Beware if you need to cancel, make sure you deny access to funding FIRST!Desired Settlement: I would like to received the money they stole from my account!

Business

Response:

Customers account has been terminated and a check request for the 2 months they were charged will be refunded.

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.

Regards,

Review: When we were confronted by the [redacted] sales person, I stated we could not sign a contract due to finances being tight and afraid of the future. Sales woman stated several times that if something would occur that Vector was a great company and would be able to cancel our contract without penalty.

I called July 2nd 6:25pm Talked to [redacted] or [redacted] Gave me a different phone # to call if I didn't hear back, and said he would leave a message for me

I called July 26th 1:42pm on phone for 3m,22sec Cut off

8:17pm on phone for 24m, 34sec Cut off

8:42pm on phone for 1m,32sec Able to leave a message

July 27th 2:29pm on phone for 10m,31sec Disconnected

2:41pm on phone for 1m,18sec Left Message

Received a call back from [redacted] on July 31st. At that time I was told I needed to send a fax explaining our situation.

My Response:

To Whom it may concern.

CS# [redacted]

When I was initially approached by the sales women I indicated that I was interested in the alarm system, however finances were tight and could not sign up for a set contract, due to the fact that I would possibly have to cancel at some point before the end of the contract. Due to that reason I said we could not sign up for the service. In response to that the sales women said that Vector was very considerate of there customers and there situations and that if we where unable to continue with the coverage due to financial circumstances that we would be able to cancel our service without any penalties. Because of this we opted to get the service.

At this point my wife is out of work, my work has decreased and we are unable to pay our bills. We pay $950 a month for health insurance however it has not covered everything and we are in $5000 debt to collectors for medical bills. We have canceled everything we can and this is the last of our non essential items we have left. We are just trying to feed our kids and keep our house and we are running out of options.

No matter how you want to handle this, we do not have anything left to pay with. I have gone as long as I could.

I have spent a lot of time trying to get in touch with someone who could deal with this and eventual was able to talk with someone who informed me we had to send this letter. She informed us we could not cancel our contract with out having to pay a termination fee.

Again I was worried that this might occur due to the economy, but did not think it would get as bad as it has for us. We never would have signed up if the sales person had not convinced us there would be no penalty. I stressed more than once to the sales women that we might have financial issues since we were tight already. I just wanted extra protect for my wife and kids. She again convinced me there would be no problem.

I would appreciate a response as soon as possible.

Thank You

[redacted]

Sent 31 July 2013 @ 1:49pm To: [redacted]

I did not hear back until 23 Aug 10:52 I had kept up with payments

At this time [redacted] said vector would not cancel my contract but a buy out for $2024.55. I informed them we did not have the finances and that my wife had been out of work for months due to pregnancy and was going to be out for several more. [redacted] did not care even when I told her I had no way of paying her, and we had been misled.

Since then: my wife was not able to return to work until mid January at a pay loss, and I had to have neck surgery which took me out off work for two months and lost a lot of business. I'm just trying to keep our house but we are losing.

All they did was switch out the previous alarm monitor and sensors. Everything else was done.Desired Settlement: For account to be closed with no charges. For other customers to be aware of there practices. I asked several times and was reassured that if something like this happened we would not be penalized. I would not have gotten the serves if the sales person had not kept pushing the ability to get out of the contract.

Business

Response:

Please accept this as

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

Review: I have been in communication with [redacted] ____ at Vector Security on multiple occasions; she indicated that I should write a formal letter but when I asked to whom and how to address the letter, she said that all I needed to know what [redacted]. It seems very likely that more than one [redacted] works at Vector Security, and how this letter will come to the appropriate hands is to me a mystery. Because I can find no fax number on Vectors webpage and am unsure of the office in which the expected [redacted] works, Im sending this letter to the Richmond and Harrisonburg addresses as well as the Pennsylvania address that appears on the contract. On July 14, 2012 my husband, children and I were in our backyard staining a wooden swing set when [redacted] approached us, saying that the position of our home the neighborhood our house being quite visible near the entry to [redacted] subdivision in [redacted] created such favorable circumstances for Vector Security that he as your representative was eager to make numerous concessions in exchange for our displaying the Vector sign in our front yard. He said that he would waive all customary expectations including charges for equipment and installation. We asked explicitly about contractual obligations. [redacted] shook his head and emphatically assured us that the company would hope wed leave the sign in our yard for at least a year, but that through this special arrangement no long-term expectations as specified in any contract applied and that any relationship was soluble with a mere 30-days notice. He emphasized that Vector would benefit so greatly from the prominent display of their sign in our yard that it would ask nothing from us but a $53.99 monthly fee. We discussed with [redacted] our circumstances: our then 10-year-old son is significantly autistic and often exits the house without our knowledge. We worry greatly about his wandering into great danger on nearby, busy [redacted] or in other similarly dangerous situations. [redacted] emphasized that the Vector system would alter us to the opening of any exterior door and that all equipment would be under warranty. To protect our child, we agreed to the installation.Some six months later in early 2013, no matter how firmly we closed the back door, the security panel indicated that the system could not be armed because of a default at the back door. We called Vector and were surprised and disappointed to hear that, to address an equipment malfunction, we would have to pay for a service call. We reviewed the contract, which clearly indicated that the equipment was under warranty and should have been serviced at no cost to us.Being extremely busy with one autistic child, one typically developing child, two very full-time jobs, etc. my husband and I did not prioritize following up with Vector, though we continued paying $54 per month for a non-functional system. With the end the school year (May 30) I called Vector to express frustration and inquire about concluding our relationship with the company. I was told that Vector could do nothing itself but would email [redacted], a representative of which would call me.We waited a week a received no call. I called Vector again and was told that Vector could do nothing except email [redacted]. I explained that this approach seemed ineffective, but the Vector customer service representative said that nothing else could be done. She said that Vector had no phone number for [redacted] and there was no other means of addressing my questions or concerns. I said that having no means of communication between allied companies seemed a questionable approach to doing business, but she said this was the way it is.I waited again for a phone call, and after several days again received none. I for a third time called Vector Security. I never got to a human being but instead eventually was put through to an anonymous voice mail. I explained the situation [redacted] does not call and asked that someone from Vector contact me to assist. Later I received a phone message from someone named [redacted] saying that she had emailed [redacted] and they would call me. Now on my fifth call to Vector, I again was put through to voice mail and left a message requesting that this completely ineffective cycle cease and that our service be terminated. [redacted] ____ left me a voice mail saying that she could not simply terminate our service because of Vector company procedures. I called back yet again, now in the third week of June, and was put through to voice mail again. I there expressed frustration that company protocols seemed to require my waiting for a call from [redacted] that never came. [redacted] ___ called back and explained that Vector and [redacted] had severed their connection, and that she was not surprised that I was not hearing from [redacted] as other customers had experienced the same. It is mind boggling that, under these circumstances, Vector customer service representatives had for weeks repeatedly told me that they could offer me no assistance and I was to wait for a call from [redacted] ____ then indicated that I could buy out my contract with Vector for more than $2,500.00. I objected that the Vector salesman [redacted] had assured us of the reverse that the many stipulations in the contract for equipment, installation, long-term obligation etc. in the contract did not apply to us because hed explained that the position of our home was so valuable to the company that a Vector sign in our yard negated all obligations other than the $54 monthly fee, to which we had agreed and which we always paid on time. [redacted] _____ indicated that Id need to I submit a formal letter to Vector Security. I asked for the appropriate contact information, and she said that all I needed to know was [redacted].Desired Settlement: We do not wish to continue our association in any way with Vector Security. We have acted in good faith throughout the last year, displaying the Vector sign and submitting our monthly payments. Vector Security has not done the same. We are extremely disappointed at having been taken advantage of and given the run around over the course of months and some twenty phone calls. We feel obligated to submit this letter to the Revdex.com and post it to social media outlets to warn other families about the unscrupulousness of Vector Security sales and service.We ask that Vector release us from any further obligation and agree to dissolve its relationship with us, effective May 30, 2013, the date of our first request for information about exiting this association that you formed and maintained with us on dishonest grounds.

Business

Response:

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

First, I would like to apologize on behalf of Vector Security, Inc. for any confusion and frustration [redacted] has experienced. It is never our intention to begin a business relationship on a negative foot and it is our goal to do what we can to turn this into a positive relationship that is mutually beneficial.

The sales consultant you worked with, [redacted], is not employed with Vector Security, Inc. He is employed with [redacted], an [redacted] for Vector Security, Inc. As an [redacted] has 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 [redacted]. 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 [redacted] responsible for the sales practices of a local dealership. We do appreciate [redacted] bringing this to our attention and want to assure you that it was reviewed with [redacted].

Review: To begin with we signed onto a new contract without disclosure that it was a 3 year contract. Next when we signing up for new service with the sales person, we were told that when the upgrades for new service were to be completed they would also do the biannual servicing of equipment and replace batteries because it was due within the next month. When the service person arrived to do the upgrades he informed us that he does not do the biannual servicing. He does not carry appropriate equipment on his truck to do this. One week later we had to take time from our schedule for the biannual testing to be completed. While he was here he discovered a faulty sensor, and he had not replacements on his truck and had to manually solder it to make it functional. So the whole thing of a second appointment was the expectations that this service call would be fully equipped to complete any needed service. Two days later we were awaked by the state police because of a call they received only due to a failed unit in the house. After contacting Vector about the problem, they sent the same person to make the repairs who initially was sent only to make upgrades. Also referring back to the biannual testing of our home, we questioned him about testing for window breakage because he was using a key from his key chain instead of the proper glass breakage tester. After contacting Vector three times to discuss these issues, one person called me back. After I told him about the above issues, he told me he would get with the local management. Because I had not heard anything from the local management, I tried to call the regional person back and the response was that he was not accepting any calls.Desired Settlement: Because of refusal to discuss these issues in person with me, I expect nothing less than an apology and written explanation of every policy and address the issues stated in the problem we sent to you.

Business

Response:

1st Issue: The contract [redacted] signed has on the front page within the first items in very defined bold print the term of the contract.

2nd Issue: Vector Security did facilitate the repair to [redacted]'s system. The scheduling issues while unfortunate were not intentional and did not lead to any additional charges. [redacted] was contacted by someone in management to address his concerns however [redacted] refused to handle over the phone. Management schedules during this period were not conducive to in house client meetings and as such were not able to be achieved. The prime responsibility of correcting any issues was never delayed and accomplished within a reasonable time. Or apppologies have been extended to [redacted] for the scheduling issues, however Vector Security's actions were not deceptive or misleading. Every attempt was made to facilitate the work in a timely manner and for the amount quoted. The repairs were completed prior to [redacted]'s letter so his desired outcome was already achieved. As for the statement of refusing to communicate, An attempt was made and refused. We have this service issue marked as compleated.

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

Review: We have been charged for three months of service after cancellation.

I cancelled our monitoring service on June 25th, 2014 for the address [redacted] NC [redacted]. We have been charged $39.95 for July, August and September. These charges have been automatically taken from our bank account.I have contacted Vector several times. Each time they say it will be taken care of and we will be sent a check for the refund. The last contact was with Dan at ###-###-####.Desired Settlement: I want $119.85 refunded to our banking account immediately.

Consumer

Response:

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

Regards,

Business

Response:

November 7, 2014Dear [redacted],Customer was issued a refund check for $119.85 and should have received it by now.Regards,Steve HDirect of Operations