Vector Security

Complaint: [redacted] I am rejecting this response because: You may want to recheck your recordsMy bank statement shows you did notI checked my records from 5-to presentIt was not Regards, [redacted]

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

Customer was under agreement 6/27/and responsible for payments until then On 5/31/customer stated they wanted account cancelled immediately but is still responsible for last monthly payment of $

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:we have had problems in the past with this company with them calling me when my alarm has been off Then they want to charge a fee for coming at I never got a call or response from the alarm system the night of the fire When they called me a few weeks after the fire they told me my alarm was going off My alarm system was already pulled from the home I told them every time they called on a week basis and still continued to call me I CANNOT afford the hassle I got with this alarm system I don't feel this company is reputable I would never use this company again Regards, [redacted]

This is why we have written contracts to protect both the customer and the companyWritten contracts override what may have been said verbally

Account has been terminated and no final bill is owed

I have reviewed the response made by the business in reference to complaint [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below When [redacted] came to my home in May, she made it clear that I would not be under contract any longerThere was no mention of who the buyers needed to be or if it was a contingency situationBased upon that conversation with [redacted] I sold my house without writing into the contract that the buyer had to assume the security system, explicitly because of what [redacted] told meI never received any sort of bill from Vector Security prior to it going to collectionsIs that even legal? Regards, [redacted] ***

Customer signed year agreement on 11/19/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 days before the end of the initial term or renewal"Customer called in on 1/16/to know terms of contract, we advised her of those terms and buyoutShe wanted to know what could be offered to keep herWe offered to upgrade her panel, give her a keyfob, and lower her rate to $per month for yearsCustomer declined offer and requested to cancelAgain we advised her that she would receive a final bill for the remainder of the renewal period through November, Buyout at the time was $Customer is being held to those terms

Please accept this as our response to Revdex.com Case# [redacted] submitted by [redacted] signed a three year contract on March 19, through an authorized dealer of Vector SecurityAs our authorized dealer, [redacted] ***handled the sale and installation of security system as well as any cancellations within the first year of the contractDecisions of holding the contract term and/or any reporting debt to any credit bureau would have been handled by [redacted] Mrs [redacted] ’s last payment made was on October 4, and the account was terminated due to non-payment on January 20, Since Mrs [redacted] had not yet paid for one full year, the account was sent back to [redacted] ***If Mrs [redacted] ’s 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 caseA copy of this letter has been sent to the customer

Account had been terminated and no final bill or balance is due

Company's response below:From: [redacted] >Date: Tue, Sep 19, at 2:PMSubject: Case# [redacted] To: " [redacted] >Good Afternoon, Regarding the complaint from [redacted] for case [redacted] , please know that our military policy is published on our website at [redacted] .Mr [redacted] currently has months remaining on his agreementIf he can provide a cancellation notice, with his signature, by September 29, 2017, Vector Security will cancel the account with no further balance due.Please do not hesitate to contact me for further questions.Thank you, [redacted] ..VECTOR SECURITY® [redacted] ***..T: [redacted] [redacted] F: [redacted]

We are unable to assist this customer from our Wilkes-Barre, PA branch We have no customers in South Carolina For resolution, they need to contact our dealer office at [redacted] ***, Suite 200, Fairfax, VA

Customer signed year agreement on 6/14/11, [redacted] Security, the Authorized Dealer that sold and installed the system did recorded QA calls with [redacted] ***On both calls he agreed to the terms of the agreementLike I responded to his previous complaint back on 1/7/13, while we are sorry to hear about his divorce, it does not release him from the terms of the agreement

Thank you for bringing this to our attentionUnfortunately, we can not help you here from our [redacted] PA branchYour account is handled at our Dealer Group at the below addressThey will be able to resolve this for youVector Security Pender DriveFairfax, VA

From: Steve H***< [redacted] @vectorsecurity.com>Date: Thu, Sep 21, at 1:PMSubject: [redacted] ID# [redacted] We received the fire alarm (zone 6, hallway smoke) on 2/21/at 19:48: We called the premise at 19:49:and received the answering machine Vector then called and notified the Union County Fire Department (Dispatcher ID ***).At 19:52:the fire department advised that the resident called and vacated the premise, fire department was still in route Vector responded to the alarm under standard operating procedures We are holding the customer to the terms of their agreement Thanks, Steve H***Operations Manager

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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I called many time there wouldn't be a record of my calls if no one answered the phoneI have had this problem with no one answering my calls from the first day of service Regards, [redacted]

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

Customer signed agreement on 11/11/which was clearly stated it was a year agreementCustomer even initialed where it states it is a year agreementCustomer set of the alarm on 8/12/which Vector responded toVector will set up a courtesy visit with the customer to go over the complete system to ensure customer that system is working properlyVector is holding the customer to the terms of the agreement

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