Vector Security, Inc

Customer signed 3 year agreement on 11/19/10. Contract states on line 3, "agreement will automatically continue for successive one (1) year terms unless cancelled by either of us in writing at least 30 days before the end of the initial term or renewal". Customer called in on 1/16/14 to know terms...

of contract, we advised her of those terms and buyout. She wanted to know what could be offered to keep her. We offered to upgrade her panel, give her a keyfob, and lower her rate to $29.99 per month for 3 years. Customer declined offer and requested to cancel. Again we advised her that she would receive a final bill for the remainder of the renewal period through November, 2014. Buyout at the time was $232.10. Customer is being held to those terms.

Even though customer signed papework showing a list of equipment installed in their home, as a business courtesy, Vector Security is pulling the account from collections and no money is due.

Account has been terminated and no money is owed to Vector Security. [redacted] Security who originally sold and installed the system may still hold the customer to the terms of the agreement since they incurred all the expenses.

We will send the customer a refund of $169.50, the amount she paid the collection agency.  Check should arrive within 2 weeks.

Emailed customer and notified that account was terminated on 9/24/13 with no penalty.  Customer made a payment on 9/23/13 for $29.95, Vector is refunding that amount back to the customer.

We are unable to assist this customer. They are not a customer of our Wilkes-Barre, PA office. They need to contact our dealer office at [redacted] Farifax, VA for resolution.

Contract is attached.
(For Privacy concerns, Image not uploaded for publishing)

Review: I have had to have someone come to my house to reapply the sensors that fell off of either a window or a door in excess of 3 times from the beginning of services around the beginning of 2013 to May 21, 2013 when I sent the salesman, [redacted], another message concerning the the poor equipment and asked him to cancel Vector Security! On May 30, 2013, I sent him a picture of the sensors sitting on my kitchen counter, asking him, again, to cancel Vector Security. I did not get a reply from him until Aug. 29,2013 when he sent me a phone number to call.I told him then that a person from Vector had been out the month before, July, to disconnect the wall unit and he called in to confirm the cancellation. In August, Vector tried to get a payment out of my checking account and overdrew my checking acct. because I am only keeping enough money in there for my current bills. I called more than 3 times after 5pm, I don't get home from work until then, to talk to someone about the continued problems and was told each time that someone from Customer service would call me the next morning. No call came! When I finally got a name,[redacted], she did not ever talk to me. I had to leave messages for her to call me. Again, no calls. Then again, Vector tried to get more payments for services not in service!!!! Again, overdrawing my checking acct. October 1, 2013, I sent [redacted] another message asking for an address so that I could file a complaint with Revdex.com, but did not get a reply. I sent one complaint but apparently about a wrong address/company. I have since received two letters from Vector attempting to collect back payments!!!!HELP!!!! Oh, and I have left at least 2 messages for [redacted] explaining my problems without a reply.Desired Settlement: I have to have the poor equipment picked up. They have to answer my complaints and cancel the account. They have to acknowledge that they have dropped the ball and refund the amounts of payments since April,2013, due to nonfunctioning equipment.I would like an apology for the many frustrating conversations, recorded by them, that I have had to endure.

Business

Response:

Customer was sold and installed by [redacted], an authorized Vector dealer back on 7/16/12 with a 3 year agreement. I apologize for the lack of service provided by [redacted] and would like to have a Vector Certified Technician do a quality inspection on the system. I would also like to offer a 3 month credit. Vector values **. [redacted]'s business and would hate to see her leave Vector. Going forward we will also make sure the any future needs by **. [redacted] are handled by our own Vector technician.

Review: I believe that I was mislead by the salesperson who sold my system to me and believe that Vector should remove remaining charges.

We purchased alarm service from Vector Security. We believed that this coverage included fire monitoring because that is what the salesperson led us to believe. Our home was destroyed by fire on August 31st 2013 and it was at that time we found out that Vector did not monitor for fire on our home. I asked that the agreement be cancelled. Everyone I spoke to at Vector seemed to be unconcerned about our situation. In addition to being mislead about fire monitoring, I was concerned about the 3 year agreement. The sales person then told me that if something happened they would let me out of the contract. This was also a lie because they expect me to pay the remainder, even though I was not receiving the service that I was led to believe that I was and our home was destroyed by fire.Desired Settlement: I expect Vector Security stand behind what their salesperson told me and remove the remaining $225.67 from my account, especially since we were led to believe that we had coverage that we did not. Also, I want the account removed from collections and any negative information removed from my husband's credit report as a result of this.

Business

Response:

Even though customer signed papework showing a list of equipment installed in their home, as a business courtesy, Vector Security is pulling the account from collections and no money is due.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: We had to pay the collection agency because they were going to report to the credit bureau. We would like the money refunded.

Regards,

Business

Response:

We will send the customer a refund of $169.50, the amount she paid the collection agency. Check should arrive within 2 weeks.

Consumer

Response:

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

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: After canceling vector security and doing everything asked of me, for the next 3 months I was billed $10 more, and was NEVER notified of the bill.

I signed a contract with vector security in early 2010. I didn't have any problems with them until 2013 when I deployed. Not sure what happened but they sent 3 months worth payment to collections before I returned to the United States from Afghanistan. That was my first incident with vector. This year in May I decided to cancel with vector due to moving but still renting the house to a tenant. After I canceled with vector they continued to bill me after cancelation for three months and sent the 3 months to collections without getting ahold of me but saying the couldn't reach me due to an inbox which was full.Desired Settlement: $90.87 for the 3 months they charged me after I canceled

Review: was assured I could transfer my service to my new address only to find out they dont service here and will not cancel my contractWe signed up with vector in july 2012 and told the salesman we would be moving to michigan in a year and he assured me that we could transfer our service there. Now we are living up here but they do not service my state but would like me to pay remaining payments of my contract or transfer to someone else in north carolina.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Would like my contract void since they do not service this area and I was not asking to cancel originally only to transfer to an area they dont service

Business

Response:

Customer was sold and installed by [redacted] on 7/13/2012 and signed a 3 year agreement for a monthly payment of $58.99 per month. Vector cannot substantiate whether or not the customer was verbally told by the [redacted] sales rep that they could cancel if they moved, all we have is the initial signed agreement stating the terms of the agreement, there is no mention on the contract about cancelling if moving. The customer is held to the terms of the agreement for the remainder of the term. Customer has made only 15 of the contracted 36 months with 21 payments remaining for a balance of $1,238.79. As a courtesy, Vector will reduce the remainder of the balance to $991.00.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I never stated I would be able to cancel my contract if I move I simply wanted to continue my service at my new address which I confirmed with a vector representative before I signed my contract that they serviced my area where I was moving. Now that I have moved they DO NOT service my area and only want me to pay for service which I can not receive. I'm just wanting them to continue service that THEIR representative told me was possible or cancel my service

Regards,

Business

Response:

This is why we have signed contract terms. Anything said verbal cannot be verified. Vector made a substantial investment in purchasing the agreement from [redacted] and we are not in the business of losing money. Customer sold there house and is responsible for terms of the agreement. I made a good will gesture reducing the final payment 20%.

Review: I had a 3 year contract with Vector. When called to cancelled person on phone verify. now have a bill for $232.10 because they automatically renew.

After 3 years of paying on time, I tried to cancel. Representative on phone said he could see my contract was up but had some to try to convince be not to. this happen 3 times. finally I said canceled then I was told it automatively renewed and I was too late.

I would rate poor, poor. Don't hook up with them Even my sales representative didn't know about the newenal clause.Desired Settlement: Drop the $232.10 charge.

Business

Response:

Customer signed 3 year agreement on 11/19/10. Contract states on line 3, "agreement will automatically continue for successive one (1) year terms unless cancelled by either of us in writing at least 30 days before the end of the initial term or renewal". Customer called in on 1/16/14 to know terms of contract, we advised her of those terms and buyout. She wanted to know what could be offered to keep her. We offered to upgrade her panel, give her a keyfob, and lower her rate to $29.99 per month for 3 years. Customer declined offer and requested to cancel. Again we advised her that she would receive a final bill for the remainder of the renewal period through November, 2014. Buyout at the time was $232.10. Customer is being held to those terms.

Review: I am contacting you for my Mother who has severe dementia and is 90 years old. She has had to move into an assisted living facility as of December 2012. The home is vacant and we recently disconnected the home phone which operates with the security system. We contacted Vector Security to cancel her service but they want the remaining balance paid on her (5) year contract that was signed by my ailing Mother April 29, 2011. She had been having issues with her security monitoring service and could not operate it which caused many false alarms being sent to police and medic. She had to pay fines for these false alarms as well. She had Vector Security come out on April 29, 2011 to try to teach her how to operate the system. They updated her contract while they were there and extended the terms for five (5) more years. My Mom being sick had no clue what she was signing and the family feels this should be considered as taking advantage of the elderly. Anyone who would come in contact with my Mom would know she wasn't right. I believe my Mom felt she would be safer with a security system but never was able to operate it properly and it caused issues as long as she had the service. Vector Security has records of many complaints way before they extended her contract. My sister [redacted] has POA for our Mother [redacted]. She has been in contact and wrote letters to Vector Security but they will not waive the remaining balance of the 5 year contract. The contract is such small print that I'm sure my Mother could not have possibly understood or able to read what she was asked to sign.Desired Settlement: We are asking Vector Security to waive the final bill based on our Mothers contractual obligation she was unable to understand due to her illness. The amount of the final bill is $628.36. Vector Security should not contact elderly that have medical issues and require them to sign long contracts without an advocate that can understand what they are signing.

Review: I was a vector customer, I followed the procedures to terminate my service. Looking for termination letter.

I was a vector customer for 6 years, I followed the procedures to terminate my services. I requested a letter stated that my services have been terminated and the accounting of my account for the past year. I have requested this information 5 different times and each time I was told that that the information will be sent. I have yet to receive this information. In addition to calling about this information I have placed 2 online inquiries that have never been answered. I have had issues in the pass with alarm companies. So I am concerned that this situation smells just like the other situation. Which ended up on my credit report and I had to fight to get it straight. I am really trying to avoid that situation in this case. Please assist!!Desired Settlement: Looking for a letter stating that my service has been terminated. And also an accounting of payments for the last year. My wife believes we may be owed some money because she often paid in advance.

Business

Response:

Emailed customer and notified that account was terminated on 9/24/13 with no penalty. Customer made a payment on 9/23/13 for $29.95, Vector is refunding that amount back to the customer.

Review: Paying for a wireless security system over two years that I thought was being monitored by Vector Security System.

The Vector Security System was installed

1/08/2011. A salesman came to my house and talked with me about purchasing a wireless security system. I agreed to purchase this vector system because it was wireless and I could use my cell phone to receive messages if needed. So $36.95 monthly has been being withdrawn from my banking account from the date of installation. I had our home telephone taken out of our house because we were told we had a wireless security system. In January/2014 our system malfunctioned and I had to call to get it repaired. The technician, [redacted], was sent out by Vector. When he came out and brought the system back up, he tried to contact the monitoring station at Vector and could not. He told me that I needed a home telephone in order for the system to work. After we found out that our system hadn't been monitored for the months I have been paying, I wrote a cancellation letter to Vector to stop our service and demanding our money back. I called the supervisor three times, [redacted]. [redacted] (###-###-#### at 4:05 p.m. The first time I called was Feb.6,2014. She stated that she would get back with me after three calls, but she didn't.Desired Settlement: I am requesting all my money back for false advertisement and none service. I am requesting a total amount $886.80 for the months of none service.

Business

Response:

Customer signed agreement on 8/1/2011, Vector Security monitored the system up until August, 2012. Account was terminated in January, 2014, 7 months before the term of the agreement expired. Account was not monitored for a total of 16 months, Vector feels that as a good gesture since we let the customer out 7 months early, we will refund the customer for 8 months at $36.95 for a total of $295.60.

Review: The company continued to bill me for services that they acknowledge were not working properly at the time that the billing invoices were issued.

The company continued to bill me for services that they acknowledge were not working properly at the time that the billing invoices were issued. I only learned that the problem had not been properly repaired after a subsequent problem occurred within the past thirty days. The company sent a service representative not long after the problem occurred, but for some reason the problem was never corrected yet I continued to receive the regular monthly invoice as if service was functioning properly. My customer service representative acknowledged that the service had not functioned correctly in my home between May 2012 and June 2013.Desired Settlement: I want them to repay the money I paid for the service for the fourteen (14) months in which service was not functioning properly.

Business

Response:

Customer was sent a letter on 1/18/12 stating there was a problem with the monthly test signal and to contact Vector immediately. On 2/13/12 we sent the customer a Cerified Return Receipt letter stating again that we had not received signals on the account and to contact us immediately. We received the signed green card back on 2/29/12. The contract states under line item 12, "CUSTOMERS DUTIES" You will test the security alarms systems protective devices and send test signals to the Center in accordance with the manufactuer's instructions. The account has been terminated at the customers request, but no refund will be issued. Vector feels we did everything on our part to notify the customer of a problem.

Review: Conflicting guidance received regaurding equipment. Failure to respond to messages - no call backs when promised.

First, we called before moving on July 23, 2013(where security system was being used)to let them know we where moving and needed to know how to cut off the system. When we first purchases the system, we were told they LOVE to leave the equipment in the homes because it gets them repeat busniness, even if the new owner doesn't start the service back up. Once we finally reached someone they told us we must remove all the equipment or we would be charged, conflicting information from the sales rep! Also, during the same phone call we inquired details on if it was an option to have our service suspended for a few months until we moved in our new home (similar to how [redacted] will suspend your access while moving). The customer service rep was left speachless and had no answers for us. He told us he would have his supervisor call us with answers. We are still without any answers to our question. We have tried to contact someone who can help from Vector Security with no response. We are paying for something we are not even using, not knowing if this charge will continue to take place. We feel helpless in this issue and need help! As a customer, we deserve answers and to know if a monthly charge will continue to come out of our account.Desired Settlement: We would like answers to why our sales rep flat out lied to us when selling us the system. Also, we would like our service suspended until we are actually using it. We are not asking to be out of our contract. If they are going to suspend our service we would like a refund for the month we are not using the system. If they are not going to suspend our access and continue to charge us, we deserve to know why and how this company continues to mislead hard working people! I would be happy to provid

Business

Response:

We have spoken with **. [redacted] and we are suspending his account for 4 months. **. [redacted] told us his new home would not be ready until the end of November, at which time we will reinstall his system in his new home.

Review: Vector Security system was beeping on 22 August 2014 @ 0050 no signal was sent to Vector , no phone calls to our home, cell or two way speaker.

Vector Security system was beeping on 22 August 2014 @ 0050 no signal was sent to Vector , no phone calls to our home, cell or two way speaker. My wife had to wake my 14 year old up and pull out her weapon and call 911, she push the panic button several times and still no call from the two way speaker or phone call.

She attempted to call Vector Security on their phone number and what would you know you are placed on hold to wait for a representative. They informed us that they attempted to call us but it is mighty strange that the only phone calls on the phone log is from [redacted] county police department informing my wife to put her weapon away and that they were at the front door. Phone logs from the cell and home phone were reviewed and no incoming or missed calls from Vector.

My wife is a victim of a Sexual Assault this company has now made her feel unsafe after all of the therapy that she has worked hard going through. She has not slept since this incident. She has attempted to cancel this contract due to safety issues today has taken the cake when she spoke with one of the representative that had requested a call back from ###-###-#### who informed her that we could not get out of the contract due to her traumatic issues of the false alarm since it happens with other companies. She showed no concerns for the pain that my wife is going through. It appears that all her concerns were is of the $45.00 or what ever it is we pay a month that the company may be losing. She started going over the event with my wife, which agitated my wife even more, why rehash a event to already traumatized person. When I chose Vector it was because 1. I wanted my wife to feel safe again and never to feel like a victim ever again 2. It came highly recommended from a person who severed in the law enforcement.

At this point my wife has started to decline and this again is becoming a roller-coaster for me and my 14 year old. It has been a long time since we have seen her like this. My wife is a member of several military and civilian sexual victim groups and does plan to address safety issues involve in choosing alarm system companies.

We have been loyal customers of Vector for almost 2 years. We had no plans to leave this company up until this incident. My wife does not feel safe and spouse who work out of town 90% of the time do not feel secure with this company providing security for my family in my absence.

All I want is for this contract to end. My wife need to be able to sleep again. She has had to seek medical attention since this incident.Desired Settlement: To cancel my contract

Review: My brother and I have been trying since April to cancel my Mother's security system. She has dementia and we have had moved her from her home. Customer Service keeps sending us to someone else. I finally was told to send our Power of Attorney via email. I have never gotten a response after multiple attempts. I feel this company took advantage of my elderly Mother. I was told that the contract could be cancelled if you POA was dated before her signing the contract. This is the case.Desired Settlement: I want the company to acknowledge my POA and to cancel the service immediately.

Consumer

Response:

Please let me know if these are not clear or if you need any more information.

Review: Would not fix service when it would not work, tried to get payment anyway, called once a week for 2 months and no help, no technician ever came.

Account # [redacted]

Installed services in 2011, services stopped working within 3 months. The alarm would go off constantly with no one breaking in and sometimes with no one in the house. I called the technicians several times to get it fixed and no one would help me. After a month of problems for which I called many times I turned off the alarm system completely so that we could get sleep without the noise, just hoping that at some point they would come fix the service. After several months of paying for a service I couldn't even use I gave up and told them to cancel the service. Again they would not send anyone to fix the system or even shut it down. I continued to pay for the service for several months due to contractual obligations until I realized I was paying for a non-existent service. I have recently moved into another home and Vector Security has finally visited my home for the first time in 3 years to turn off the service since I no longer live there. They are now trying to collect unpaid money for the past year. When I stopped paying I had hoped they would finally send someone out to fix the system but they would not. Instead they constantly tried to get me to pay even though I told them many times if someone would come fix my security system I would gladly pay them for anything, including paying for the time that it didn't work and they still would not send anyone to my home to fix it! I would like to get reimbursed for one year of service and I also will absolutely not pay anything more to them. I am not asking for any of the money back for when the service actually worked even though I should!Desired Settlement: 1 year of service for which I paid and it wasn't working, and for them to stop trying to collect for the time I didn't pay for the service that didn't work.

Business

Response:

Customer signed agreement on August 30, 2011. Customer has only called in once for service back on 5/9/12 for a false alarm. Customer has not requested service for system since. Vector is holding customer to terms of the agreement.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I contacted them many times for various problems on their faulty system that NEVER WORKED. This is absolutely how I would expect them to respond, short, to the point, and a blatant disregard for the truth.

Regards,

Business

Response:

Every time a customer calls in and their account accessed in the system, it date and time stamps the event. The only call Vector has received from the customer regarding a service issue was on 5/9/13. Vector is more than willing to complete a courtesy service call with the customer and to reinstate his account and offer a 6 month credit as a business courtesy. The only other thought was that maybe the customer was calling the authorized dealer directly that sold and installed the account.

Consumer

Response: