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Vertex Alarm Systems

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Vertex Alarm Systems Reviews (4)

We left multiple messages that were never returned to the owner & service tech. We were promised a refund due to multiple problems, but never receivedWe purchased a complete alarm system from [redacted] on 8/14/2013 which included complete service & monitoring, pd in full for 3 years (plus an additional year free for doing so). Account #[redacted]. The very first day it was installed, the glass break sensor malfunctioned and it was over a week before they tried to fixed it. They kept telling us it was ok, just give it a chance. We finally realized they didn't know how to work on it and just wouldn't admit it. In the meantime, both my wife and I had placed numerous calls to both [redacted] & the service tech, [redacted], because we had other problems with the system as well; they never called back. One morning we were having serious problems with the alarm. We couldn't get it to disarm no matter what we did, and once again [redacted] and [redacted] were not returning our call. I had to leave for an appointment, so I called the monitoring company ([redacted]) to see if they could help me. They told me that they had never been set up to monitor the alarm, even though we had paid for it and had a contract that said they would monitor us! We told them about how we had been trying to get in touch with someone at Vertex but no one would return our calls. They said if we didn't hear from them soon, they could consider dropping Vertex as a client. My wife called and left 1 more message for [redacted] later that morning; he called her right back. He said he had been sick and was not aware that we had been trying to call him. He was on his way to the doctor at 2:00; if the doctor cleared him to make service calls, he would be at our house afterward. He showed up at our house at 1:45 (before his alleged doctor visit time). It took him over 4 hours to fix what he had not completed before or had gone wrong since he had been there before. At that time, he told us verbally that he was going to refund us the first month's fees because of all the problems we had had; we have not seen that refund. Since that day, we have called him again on 3 different occasions because 3 of the cameras have stopped working. He has yet to call us back. I have given them multiple chances to make good on their side of the contract. [redacted] has never once returned our calls or text messages.Desired SettlementBecause I am not able to get the service I need and don't have the video surveillance I paid for, I would like a full a complete refund of everything I paid Vertex $2,292.20 and completely released from the contract that they have failed to uphold. Business Response I have negotiated an agreement to fix all camera issues by direct wiring the cameras to the existing router and giving the [redacted] a free piece of equipment as well. The job will be completed on today Friday November the 22nd. The [redacted] have agreed to let you (Revdex.com) know of the issues have been resolved and that they can rely on me and my company, VERTEX. Regards, [redacted]Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)We did make an agreement with Mr. [redacted]. However, it was originally made on Tuesday, November 19, and he was to have been at our house on Wednesday, November 20 to complete the work. He was a no show on the 20th and did not return any messages or phone calls until late Wednesday evening, at which time he made another appointment with us to be here on the 21st at 8:00 AM. Once again, he was a no show until my wife finally had had enough and called the office with a "not-so-nice" message, saying she wanted answers. He finally called me back and then arrived around 1 or 2 PM. He did not complete the work, so made another appointment to return on Friday at 8:00 AM. Again, Mr. [redacted] was a no show at the appointment time, but finally arrived late, around 10:00 AM. We thought he had completed everything he had told us he was going to on that day. He gave us his word that all the cameras were wired directly as he had agreed. However on the day he was here, I was unable to climb the steps into the attic to inspect his work and had to take his word for it. He had told us he was working to re-build our trust in him, so we thought he had done what he was supposed to do. When he left that day, we shook hands and told him thank you. He gave us his word he would return to complete a few things that had not been done on the original installation, but no definite appointment was set.However, the following day, I had to go up in the attic for something else and was finally able to inspect his work. He had told me that all the wires were tied and up out of the way. When I saw them, not only were they NOT up out of the way, they were lying loose all around the attic...in the floor, the rafters, the windows...not at all the way he had assured us it had been done. He called us on Saturday wanting us to send him sample videos from the cameras that he could use as sales tools. While on the phone with him, I asked when he was going to return to finish this job. His response was, "When I finish here. You can call me to find out my progress and when I will be there." But when I called back to follow up, again his phone went straight to voice mail. I don't remember if I left a message that time or not. But I do know I have not heard from Mr. [redacted] again. The job is still not finished. He knows he did not finish it or he would not have made another appointment with us to return Saturday afternoon. I don't want this case closed until you receive written notification from us that Mr. Green has completed this job to our satisfaction. Sincerely,[redacted]

Vertex owner [redacted] failed to provide and install two video cameras during the conversion of the existing system. Cameras were paid for in advance.On 9/5/13 [redacted], owner of Vertex agreed to convert the existing system with a 2GIG wireless alarm system for $557.65. [redacted] agreed to pay the balance of $783.62 to resolve my complaint that the existing system he installed in March 2013 didn't work correctly. The equipment to be changed was 1 2GIG GO Control Kit, 2 WLS Outdoor Cameras, ALM ADCV 720,1 Remote,1 Cell CDMK Verizon, 2 Smoke Detectors, 1 Takeover Module,and 1 WLS Secondary Keypad by entry door. Installation of the equipment was about a week later but the cameras were not installed. [redacted] said they were back ordered because of high demand. The same story a week later. Then he refused to answer my calls. Meanwhile the CO monitors that were supposed to be compatible with the 2GIG system did not work correctly and caused one false alarm that the G'town Fire Dept responded to. [redacted] still failed to answer calls and messages to fix the CO monitors. I called the alarm monitoring company [redacted], and they tried to get Vertex to respond. When [redacted] didn't respond other than have his installer call and schedule the next Saturday to fix the monitor and install the cameras if available. He never showed up and [redacted] wouldn't answer the phone again. I called [redacted] again and they sent another company, [redacted], to replace one of the CO monitors for $66.50. Since then [redacted] answered only one call out of nine and I think he answered it by mistake. He again promised to install the cameras but since then has failed to answer any of my calls (four) or install the cameras. To resolve my complaint [redacted] must install the two specified cameras or refund the 50% of their cost that he proposed and I agreed with on Sept 5th. I also want release from the Agreement with Vertex as my alarm equipment servicing company. A company that doesn't answer calls from their contracted customers for maintenance is no longer meeting their contractual responsibilities. Desired SettlementTo resolve my complaint [redacted] must install the two specified cameras or refund the 50% of their cost that he proposed and I agreed with on Sept 5, 2013. I also want release from the Agreement with Vertex as my alarm equipment servicing company. A company that doesn't answer calls from their contracted customers for maintenance is no longer meeting their contractual responsibilities. Business Response I am in the process of making sure that some of these service issues will be taken care of. Mr. [redacted] had the entire system installed but was extremely picky about what was installed. We installed over $1,000 worth of alarm equipment and the customer was happy. His router for his internet was not fast enough to make all 3 existing cameras work to his liking. Furthermore, I, [redacted] the owner of Vertex Alarm Systems came back out and offered a more elaborate alarm system and offered to pay half of the $1,100 it was going to cost to replace the existing alarm. Please update this for it is affecting my rating in a terrible way. I will do EVERYTHING to make the said customer happy. Regards, [redacted]Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The owner of Vertex describes me as "extremely picky" because I expect the alarm system to work as he described it to me when I purchased the system. If that makes me picky then I am picky. The two (2, not 3) cameras worked for only 10 seconds at a time and then would shut off and failed to monitor the property in real time. The owner NEVER claimed that the AT&T U-Verse router couldn't handle the signals from the cameras. I don't believe him as I can access the router wirelessly from the street with a laptop while also handling an internet computer and several TVs. The two cameras are wired directly to the router and regularly operated for the built-in 10 seconds. Also, the agreement was that my TOTAL COST was no more than $557.65 and he would pay the the remainder which I'm sure was his normal mark up from the wholesaler. Further,the alarm monitoring company Vertex selected to monitor my home has cancelled their services and notified the owner of Vertex that Vertex is responsible for my alarm monitoring. However, I now do not have an alarm monitoring service for my home because Vertex has not set up the account with another monitoring service. I failed to mention in my original complaint that the Vertex installer also took the two existing cameras and the perfectly good Honeywell system components that could be reused that I had paid for and he never installed the two new cameras that I also had already paid for, per our agreement. The owners response states only that "I am in the process of making sure that some of these service issues will be taken care of." I have heard that promise before. Action is required, not empty promises. I don't want "some" of the issues taken care of; I want both issues resolved as described in the original complaint and repeated below. The owner of Vertex stated in his response to the Revdex.com that "I will do EVERYTHING to make the said customer happy." This is what I need to be "happy". Vertex must install the two specified cameras or refund 50% of the retail cost of the two cameras that he proposed and I agreed with on Sept 5th. I also must have a legal release from the Agreement with Vertex as my alarm equipment servicing and monitoring company. A company that doesn't answer calls from their contracted customers for maintenance for weeks or honor contractual commitments to its customer is no longer meeting its contractual responsibilities. Final Business Response Mr. [redacted] is a customer that suggested my company, against my wishes to ask to have a camera mounted to a tree, which is not by code and looked EXTREMELY TACKY. Furthermore, I removed the inoperable cameras that were not working and he never gave me the 3rd camera, the pan/tilt either. that was the hold up on us adding the 2 outdoor cameras because it was NOT compatible with the TOP OF THE LINE system that I kindly replaced for $575.00 that cost well over $2,000. Since he defaulted on the agreement, he owes my company, without monitoring, the ENTIRE VALUE of the agreement plus damages and I also have the EXCLUSIVE RIGHT TIO CHARGE HIS ACCOUNTS WITOUT PRESENTMENT, NOTIFICATION OR WARNING. He owes my company over $2,000 for the defaulting of said agreement and also owes for the contract that [redacted] took from me which is not exactly the same in value or it could be more. The contract replaced was worth $2,200 and the costs of installing the first alarm, then coming out and installing the second alarm and for the technician fees, which total over $7,000. If not collected, a lien WILL BE PLACED AT SAID ADDRESS AT [redacted] in [redacted]. Regards, [redacted]-owner of VERTEX ALARM SYSTEMS, LLC

Complaint[redacted] the owner of Vertex Alarm Systems is a fraud.We went to the home show last year and met [redacted] of Vertex Alarms. We scheduled a in home evaluation(3/24/2013) and signed up for 3 years in advance($1330.20). He told us we would get a free year.On or around Thursday March 6, 2014 my wife set the alarm off. We never received a call from the monitoring company. On Saturday March 8, 2014 while talking to a neighbor the said the police showed up at their house for an alarm. They are not monitored. I called the monitoring company he had given us the number for and they told me he no longer used them for his monitoring. After several calls to Mr. [redacted] he answered and said he would come over Saturday at 12:00. He never showed up and never called. I got ahold of him on Sunday and he told us he would be out on Monday March 10, 2014 at 8:00. he also had the excuse that he had family problems is the reason he never showed. As usual we waited with no call and no Mr. [redacted]. I have tried to contact Mr. [redacted] and his tech [redacted] which is his brother several times. Besides calling [redacted] this is my only option. At this point I would take a refund, but it seems he doesn't do that either. Its now March 10, 2014.Desired SettlementI paid 1330.20 for 3 years. I would be willing to get a refund for two of the three years. I don't want to have anything to do with Vertex or Mr.[redacted] after my refund.

This company offered me a cash rebate on my security alarm installation. They've given me the run-around about my rebate.I sent [redacted]/Vertex the following email:To whom it may concern, Please accept this as a formal request to cancel my [redacted] service. I have spoken to a customer service technician by phone and he advised me to wait 24 hours before I hear a resolution. I was referred to your sales rep, [redacted]), by a friend. When **. [redacted] did his sales pitch, knowing that I was shopping around for the safest/best deal, he offered to refund my installation fee. He called it a "rebate". He told me I'd receive that "rebate"from him via cash one week from my install date. After not hearing from **. [redacted] for about 2 weeks, I called him. He advised me that he was waiting on my deal to "fund" from [redacted] and that he'd bring me the "rebate" as soon as it does. The amount of the "rebate" was supposed to be $70. After not hearing from **. [redacted] for another week, I sent him a text message. He was very apologetic and offered to give me a "rebate" of $100 instead of the $70 that was initially promised. **. [redacted] promised to stop by my house to give me the $100 on 6/13/13. I have several text messages that proves this point. I advised **. [redacted] that I didn't like how he was handling business and that I had intentions on canceling my service and picking up a new company. Again, **. [redacted] was apologetic. I had already given **. [redacted] number to a friend as a referral but I've since told my friend don't call him. I plan to find another security company. Again, please accept this as a formal request to cancel my [redacted] service. I would also like a confirmation of my cancellation mailed and emailed to me as proof of my contract being voided. I need a confirmation of my cancellation to get new service to protect my family.I don't think it's good business practice to have a rouge sales rep offering deceptive business/rebates to my community.[redacted] should be ashamed. I look forward to a swift response.[redacted]--------------I never heard from either [redacted] or Vertex regarding this problem. Now my account is being charged double the amount of the bill that I shouldn't have anyway. Desired SettlementI would like to cancel my service and I would like to be refunded any money taken from my account since my original cancellation request.

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Description: Burglar Alarm Systems - Dealers, Monitoring & Svc.

Address: 251 Germantown Bend Cv, Cordova, Tennessee, United States, 38018-7238

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