Vector Security, Inc

Review: My original complaint was filed using [redacted], PA, Branch office address information for Vector Security because it is the information that was given to me by customer service rep at Vector Security. Original Review: Services provided are not what were promised. June of 2012 I entered into an agreement with Vector Security/AMP for 5 years. They would install, service and monitor equipment that was to protect my home and shop from theft, fire and medical emergencies. In return, I agreed to pay them $49.99 per month for said services. Within days of installation the problems began with the shop door. They have sent techs out on many occasions to try various things in order to make the sensor on shop door work so as alarm would function properly. Several techs even stated that it would not work due to distance and the fact that the shop is a metal building. Now,after a year of they are saying it will not work and that we are expected to honor the contract as signed, have someone else take it over or pay them what the remaining four years monitoring would cost. However, when they sold, installed and had contract signed by myself, their salesperson saw same metal shop and when questioned by us about the distance assured us verbally it would work with no problem. I signed a contract thinking my home AND shop would be protected and now only the home system funtions properly. I have 6 pages of notes along with dates and names of the various people, as well as times they have come out to replace batteries, intall repeaters, replace door censors, etc.Desired Settlement: Would like to be released from contractural obligation or either pay 1/2 of monthly fee that is shown on contract.

Business

Response:

We spoke with [redacted] and Vector is going out to customers residence to install a sensor on the shed that is specifically made for outdoor uses. Vector is also applying a $100.00 credit on the customers account.

Review: Alarm is faulty, beebs all day, everyday. I get called multiple times a week at all hours due to the alarm being triggered. I cant get them to fix itI began service with Vector 04/2013. I have an alarm with a glass breaking monitor. The day after this was installed it began to beeb 4 times every 2-3min. Ive called called my local office to fix this issue and each time ive been told we would receive a call back from a representitive, no one ever calls back. One time I was told someone would be by to fix the issue & they would call when I route to my house, nobody called or showed up. This alarm is triggered multiple times a week without being armed. I then receive calls from the call center to inform me that the alarm is going off. I always tell them that there is an issue with this alarm & again im told that a manager will call back, no ever calls back. I havent armed this alarm in months because as soon as I do it goes off and I get a call. Ive also sent them an email on their online site that I have documented, again no response. I finally resulted to stopping payment to them and then they are very quick to get ahold of me now but when I told them I refuse to pay for a product that doesnt work I was pretty much called a liar & I never called them which I thought was very unprofessional. They also show in my account a customer service ticket opened in May but then it was closed out 2 days later, no one called to schedule an appointment & this noise maker is still beebing on my wall. I travel alot for work, I have a fiancee & 1 year old I leave behind when I travel and I cant count on my alarm or the alarm company to do its job. The alarm is under my finacee name ( [redacted]) & the password is ([redacted]).Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want this alarm off my wall, I am VERY unsatisfied with Vector security. I do not wish to continue service with them & I refuse to pay for past service with this company that was unable to service me!!

Business

Response:

Account was sold and installed by [redacted] Security back on 4/16/2013. Vector Security is terminating the account but [redacted] Security may still decide to hold customer to the contract terms.

Review: We have made several reasonable attempts to contact Vector Security. We have left three messages within the past 3 months. We have requested to be contact by both email and phone. A customer service representative assured us all three times that we could be contact about our services and that we would need to get information on cancelling our service. No return phone call or email had happened. After speaking to a [redacted] bank representative, we were able to get our money back and the amount due to us returned. Today, 07/31/2013, we received a bill from an account receivable representative requesting payment. We have no due payments. We were also notified that our security system does not function correctly and is not being currently monitored. We find it too much of a hassle to deal with a third party representative to get our security system working.Desired Settlement: We desire to have the account closed. We also would like to not be contacted by this company.

Consumer

Response:

The correct company is Vector security

Business

Response:

Customer orginally signed 3 year agreement for security system on 6/11/2010. Customer has had no service issues over the past 3 years. Customer agreed on 6/25/2012 to a 3 year extension to add a cell unit putting the new endo of contract date at 6/2016. On 7/25/12, Vector made an investment and installed the new cell unit. Customer called on 6/28/13 and requested that we email the process of cancellation. On 7/2/13, Vector emailed the customer at [redacted] the terms of the agreement, the final bill, and the termination letter template. On 7/16/13 the customer called in to cancel stating they do not use the system. Vector has made a substantial investment with installing a new cell unit. Vector is holding the customer to the terms of the agreement signed on 6/25/12.

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:

The information provided by the business is incorrect. I did not receive any emails or phone calls and we were notified that they are not getting a signal from our unit so their unit is currently not being monitored. We have called several times and we are always told that the representative who cancels the service will call us back or is on another line. We are being charged for a faulty device. I never received any phone calls or emails from vector security

Regards,

Business

Response:

Attached is the email that was sent to the customer on Tuesday, July 2, 2013 at 10:20AM stating the following:

The termination form is below, I do wnat to first inform you that if you do cancel the service you will be billed for all remaining payments until June, 2016. We also gave them a form letter to use if still wishing to cancel. What it comes down to is that the customer now wishes to cancel without penalty because as they stated in one of their request that they do not use it. They have not called in for service since Vector made the investment to add the cell unit. If the customer feels that the system is not working correctly, they need to call in for service and Vector will be more than willing to do a complete systme inspection. Vector is holding the customer to the 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 was using my system until I was notified that it was not properly sending a signal so it is currently not being monitored

I also was told that I would not be charged for the month that the system was not working and was still charged

Review: On October 14, 2012 my service malfunctioned at approximately 2:00PM. It resolved itself and around 7:00PM the service malfunctioned again.This time resulting in having no phone service. It appeared that the Vector security system had interrupted my phone services. I contacted Vector on October 15, 2012 because no one from Vector Security contacted me to set up an appointment to resolve the issue. I was informed that someone would contact me the next day. I waited 24 hours and no one contacted me. I called Vector security that evening and was informed that someone would call me the next day. On October 16, 2012 I did not receive a phone call again and I contacted the company that evening informing them that no one had called. I was told again that someone would call me the next day. On October 17, 2012 a representative from Vector security call at 5:30PM. An appointment was set up for a service call on October 18, 2012 between 6PM to 8PM. No one showed up or called on October 18, 2012. On January 4, 2013 my husband received a phone call from Vector Security stating that a technician was coming on January 7, 2013. The technician showed up to fix the system and I informed him that he could remove the system from my house because by that time I was without service for 84 days. The technician presented some falsified papers stating that he made a service call in October but he stated to us that this was his first time coming to my home. It appears that Vector Security is trying to cover up their mistake. There should be phone records where I contacted the company in regards to the service. Account number is [redacted]Desired Settlement: I don't want to be forced to pay the remaining years on the contract. They did not hold up to the service level agreement and I don't have any confidence in their service. I would like the contract to be null and void.

Business

Response:

Please reopen this case so we may respond.

Business

Response:

This account has been terminated with no penalty.

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. Thank you for resolving this issue and ending our contract without us having to pay the remainder balance.

Regards,

Review: For the longest I have try many times to CANCEL my services and has always given a round around. Finally now after many months trying to get this issue resolved was requested to send an e-mail requesting my desire to terminate my service which we did on 3 Apr 14. As of this date they have not CANCEL my service and was told today that we must pay an extra month of service that they have not provided. The issue we have encounter with this company is that apparently their personnel is not trained to handle complaints in a time timely matter once they get the request for the service to be discontinue. Now we must pay for their mistakes for not properly handle the situation by us the consumers.Desired Settlement: That we should be terminated from the very first time we contacted them requesting our desire not to continue with their service since last year. We know that they have not provided us with the service we requested.

Business

Response:

Thank you for bringing this to our attention.Unfortunately, we can not help you here from our [redacted] PA branch.Your account is handled at our Dealer Group at the below address. They will be able to resolve this for you.Vector Security3928 Pender DriveFairfax, VA 22030

Business

Response:

Customers account was terminated on 4/30/2014 and no money is due to Vector Security.

Review: Earlier this year, around May or June 2013 I contacted Vector to inquire on a serveillance system. The sales rep worked out a deal and mailed the contract for a $300 install fee and a monthly increase in my current bill to be a total monthly fee of $62. I signed the contract and mailed it back. I learned that my student loans increaseed $200 per month; therefore, I never set up a service date for installation once Vector contacted me and even asked if I could cancel the contract. I was told yes. Vector continued to contact me regarding an install date and I told them I could not afford it due to unexpected expenses. I did have trouble with my current system and called vector to schedule a date to fix my current system. I was told that I was due for an upgrade. I asked if the upgrade was free because I could not afford an increase in my bills right now. I was told that my bill would not increase. (I did not get a name at THAT time. All I can tell you if that I spoke to a young lady). I told the lady that I have no problem with an upgrade as long as my bill does not increase, and she scheduled the service.

When the technician arrived, he had me to sign up for a Total Connect service that I was not aware of. He had me to log in to my yahoo email to get a connection password for set up of the system to be sent to my smart phone. I TOLD THE TECH THAT I DO NOT EVEN HAVE A SMART PHONE!! And what does this service have to do with an upgrade? He continued to work and told me that I would have to call the office for details, he was only there to install my upgrade. I called the office and let them know of my converstaion with the Tech. They explained the total connect and told me that I did not have to it.

I received a bill in the mail for $300 for service and labor for install just like the contract I asked to cancell. On 08/22/2013 I spoke to Breland and told him I had no clue that this SO CALLED UPGRADE would still be considered duties from my contract I asked to cancel. I told him that I never even had cameras installed and should not be billed $300. He said he put in a request to remove the $300, but he could not cancel the contract. I todl him I had already asked to cancel the contract. The $300 credit was removed; however, the big issues to come are regarding the monthly billing. He told me my mothly bill will now only increase by $10. I did not care about the $10 increase at this point, I felt I had been tricked into upgrading to a service I asked to cancel an I kept getting the “signed contract” thrown in my face when I told everyone I had asked to cancel the contract.

On 08/28/13, I spoke to John regarding canelling services. John told me I could not cancel my contract until 2018. He also confirmed that my bill showed $37.41 in the system for current billing. I called back to ask for a manager and left a message for [redacted].

My account is set up for draft from my checking account. My next drafted bill reflected $62 instead of my normal $37.41 or even the $10 increase. On 09/15/2013 I called and [redacted] told me the managers will be in around 9:30am. She exferred me the [redacted] and I left a message that my system does not work properly sill and I am getting over billed fo rthe services I do not have. I believe it was Jessica who said that she will send me another agreement for $41.99 for 3 years for the trouble and request the $21.00 credit to my account for being overbilled on my September draft. She said the credit should show on my next bill and my draft should only be for $20.99. ON 10/10/13 I talked to [redacted] to let him know my credit did not show on my bill. He siad he understood and would request the credit for my account. Now I check my account on 11/05, and I have been billed the $41.99 again. I still do not have my credit.

I do believe Vector Security has good secureity service but I do not appreciate the agrevation from billing issues and being tricked into an agreement I asked to cancel. Jessica and [redacted] tried to make things right and I could be devious and still ask to cancel. I am not that type of person. I signed a new contract because they calmed me down. I DO WANT MY CREDIT ON MY ACCOUNT for $21.00. I AM NOT UNDERSTANDING WHY THEY CANNOT GIVE ME MY CREDIT AFTER ALL OF THIS AGGREVATION I HAVE GONE TRHOUGH FOR THE PAST 3 MONTHS.Desired Settlement: I need a refund for $20.99 for the overbilling of my account. I was charged for services I did not receive. This is the hones amount that is due back to me. There is not a price I give for the aggrevation!!!

Business

Response:

This customer is not a customer of the [redacted] PA branch and the complaint does not belong to this branch. This customer is serviced by the following branch, and the issue needs to be redirected to them.

Vector Security

[redacted], VA [redacted]

Business

Response:

Called customer and left a message with a young man to have [redacted] return my call. Account is being credited $21.00 and the monthly payment being reduced to $36.99. Customer does not owe Vector $300.00 for upgrade or any camera's. As I am responding to this complaint, [redacted] returned my call, I explained everything to her that is stated above and she is pleased with the response.

Consumer

Response:

The turnaround time for resolution was out ot this world!!! I am so thankful. 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: This company has unethical standards in assigning contracts.

The original contract was transferred to the holder listed in the complaint - my 82 year old mother. Her son, who had the contract, lost employment, and was in financial difficulty. Vector would only allow "transfer" of the contract - not release from it. My brother had to pay a fee to transfer it - and that fee did not apply to the remaining balance. My mother thought the contract was for 2 years remaining, and she was willing to help her son by assuming the remaining time. However, when she went to check on the termination date thinking it time to expire, she was told it was a five year contract. The company refuses to do anything but make her pay the full amount remaining in order to end this contract. Who would sign a five year contract for such a service? Only an elderly person who is being taken advantage of by an unethical company who cares not about service or its customers, but rather holding people to a so-called "service" contract. If this is the way this industry operates, it is beyond ethical standard. There is no early termination penalty - it is full contract balance due. Add to this complaint the fact that the only thing the security service is good for is a glorified "doorbell" telling her the back door is open when someone walks in the house.Desired Settlement: I would like to see my mother be able to terminate this contract with a reasonable termination fee - 20% of remaining balance. I would also like to see the practice of locking people into contracts with no safety valves for crises such as health or employment issues to end. 5 years is too long. If this is industry policy, there needs to be legislation to guard the public from such unethical practices.

Business

Response:

[redacted] orginally signed five (5) year agreement on July 1, 2010, he had the system moved and transferred for whatever reason to his mothers house and she signed the transfer agreement for the remaining 51 months left on the son's orginal agreement on March 3, 2011, no transfer fee was charged. [redacted] has made 23 of the 51 remaining months leaving 28 months left on the terms of the agreement. As a business courtesy, Vector will accept an 80% buyout of the remaining balance as outlined below:

28 remaining monthly payments at $39.99 is $1,119.72

80% buyout would be $895.76 owed to Vector.

If these terms are not agreed upon, Vector will hold the customer to the remaining orginal terms.