V3 Security

I am rejecting this response because:As stated in previous letter The Alarm was on for days I called their offices for help to turn it off multiple times The answering service did not know how to turn it off They left multiple messages for Vto call me back.No one from Vcalled me back to turn it off for 1/days The noise was 24/and unbearable If it was a low battery, someone from the company should have called me back immediately, not 1/days later, to tell me how to fix it

I am rejecting this response because: Apparently the business thinks this is a 'miscommunication' instead of blatant deception "weekly mandatory meetings with practice and coaching" apparently didn't do much good His deceptive spiel obviously took practice and it seems very possible that he was following the training he receivedweeks suspension isn't firing and no revamping of the training has occurred as far as I can tell Tricking people into buying a product is a pretty slimy way of doing business and the lack of real action about this says a lot about the company

After this complaint was submitted, Vcontacted the customer and we reached a resolution to this concernThe customer has a lower monthly bill now and we will resolve the issue with her previous alarm company as quickly as possibleWe sincerely apologize for any inconvenience this caused

We provide 24/monitoring serviceSo if the alarm is triggered the monitoring center will be contacted and then they will contact the policeWe don't provide 24/tech serviceThe alarm wasn't going off but was beeping due to a low battery on one of the sensorsThere is nothing in the contract stating that the contract will be null and void if we don't have a technician to your home in a certain time frame. The $charge was only charged one time and was charged to fix the malfunctioning bedroom window sensorYou weren't billed $a month for multiple monthsIt was billed August of along with your monthly monitoring fee of $49.99. The $service call fee is stated very plainly on the "Schedule of Protection". We employ our monitoring center as our answering service for after hours serviceAgain, we don't employ 24/techniciansThe answering service takes calls for hundreds of other alarm companies and they're not trained on the intricacies of every piece of equipmentTheir job is to take as much information and send the message along to us and then we call each of those customers on MondayIf the system is beeping due to a low battery it is still fully functional and will contact the authorities if the alarm goes off. I've attached the notes from our contact log referencing everything I've stated above. *** requested service for a malfunctioning bedroom window sensor on Tues 12-2.Jul 8:01AM Contact Requested Customer Comment: *** *** *** *** *** Alarm is beeping and would like it to stop*** was very angry that her alarm was beeping and the answering service couldn't help her to turn it off; she was finally able to stop the beeping but wants to cancel her account with us now; she said she only has a one year contract and she's at the end of it now (said she's looking right at the contract and is sure it's for only one year); advised we will check the contract and get back in touch with her, especially about service issue; she said don't bother.If a customer wishes to cancel their contract then they need to pay the remainder of the their contractYou paid us $and then stopped payments and so we had no choice but to send your account to collections

Each alarm company has a contract for the monitoring services, which can vary from 1-years in length in most casesIf a contract is ended early, any remaining time becomes due and owing to the company- this is the standard industry practiceThis homeowner just began service with us a month ago,
but after speaking with her both today and yesterday about her concern we have released her from all contractual obligations without penalty and have scheduled an appointment to uninstall the equipment next Monday between 9-11amThe representative has been formally placed on probation and will be suspended if we receive another complaint. It is never our intention or practice to cause anyone to feel unsafe or misled and we sincerely apologize for the headache

I am rejecting this response because:October 14, 2017 This letter is in response to the letter received from VSecurity to the Revdex.com dated 9/28/2017. Vyou are absolutely correct. The initial contact with VSecurity was February 2014. My computer autocorrected the date for me in error. Also you are correct, looking at my records, it was ***, not ***. *** is the company I hired to stop the alarm from screaming for the 4th day since no one at your office was returning calls to tell me how to stop the noise. Your company is supposed to be available 24/for issues with system. I called to times over a day period asking for assistance to stop the horrible screeching sound coming from the system 24/7. No one at the answering service had a clue how to stop it. After *** removed the system in July 2016, Vcontinued to withdraw $a month and added an additional withdrawal of $each month which came to a total of $a month for a system that had been removed. VSecurity said the additional $a month was because I had the system removed and that I would pay this along with the $to the end of the year contract or I could pay $to have it reinstalled and pay $a monthThe deductions continued through October. In October I contacted the main office of my bank and they put a stop payment on all VSecurity transactions. December 29, I sent Vsecurity my final payment of $stating that was my final paymentI paid them a total of $after their alarm had been removed. VSecurity was unavailable for days to stop this alarm therefore the contract is void. I am requesting that my credit be cleared immediately and the harassment stop. *** ***

To whom it may concern,VSecurity have since communicated with Mr& Mrs*** and have resolved their concernsVwould like to apologize again for any headaches we have causedOn September 1st we had a technician go out to the ***’s home and reinstall our systemSince the reinstallation, there have been no issues with the customerDuring the technician appointment, the customer chose to keep the purchased sensors they already had installed on their windowsVmade sure the sensors were working properly and gave the customer remote key fobs for their systemVwishes to serve each of our customers to the best of our ability Is there anything else we need to do to show that the issue has been resolved?Thank you so much for your assistance,*** ***

To Whom It May Concern: Vin no way wishes to create any sort of stress or dismay for our customers. It is extremely important that our customers are informed and completely aware of all terms upon signing up with our companyThis being said, Vgoes through a series of steps to make
completely sure all new customers are aware of the terms of their agreement This includes a series of procedural phone calls with specific guidelines that address the contract term and monthly rateWe also have customers initial by the contract term when signing the contractAdditionally, there is a right of recession period that is made abundantly knownIt is our policy to be sure copies of all new contracts are left in customers’ homes, in order to be sure all the information about their new account is readily available We have spoken with the *** and walked them through their options for exiting the contractWe are more than willing to facilitate the *** transferring their security system to a friend, family member and or neighborWe have also given them the option to exit their contract through paying out the dollar value of the contractVin no way wishes to cause any stress and we are ready to work with the ***’ to swiftly resolve this matterIt is our sincerest hope to help close this dispute and clarify any misunderstanding. Sincerely, Customer Relations

I am rejecting this response because: as of today inquiry is still on creditI'll be happy to accept as soon as the problem is solvedIn addition just to clarify I never considered this security system My name was used with out my knowledge or consent which is what has caused frustrationsHopefully the business will consider checking i.d.s for potential customers in the future

Consumer states: I only want to be warning for others not to be entrappedNow i'm paying noni and guardian as well as the new one that tried to snag me. I will except their response, but not satisfied

We have actually reached a resolution with this CustomerWe are covering the cost of ***’s reinstall and releasing him from all contractual obligations with our company

I'm concerned about the accuracy of Mrs***s statementsThe first comment that seems off is "February 2016, a man knocked on my front door showing me his card stating he was from ***." Mrs*** signed up with us 2/20/not in Secondly, whenever we sign up a new customer we
do what's called a "welcome call" where we verify that the customer is aware of all of the terms and conditions of the new contract, ensure that the customer understands that we are not associated with any other alarm company and that the customer will need to cancel service with their existing company in order to avoid being billed by two companiesI just listened to the call and it sounds like Mrs*** actually had *** not *** "In March of I found that I was being billed by both *** and VSecurityI contacted *** and they said the Agent was not from *** and that there were no hacking problems and *** had not changed its name*** kindly cancelled my contract and said to keep them in mind for the future." I don't know if maybe she got signed up by a different alarm company in between when she started service with us and when she filed this complaint? Also, while listening to the calls she appears to clearly understand that we're a different company and that she already had a cancellation letter ready to go. She said that her alarm was going off for days and that nobody responded but upon reviewing the notes on the account (which I attached a screenshot of) her panel as beeping due to a low battery, the siren wasn't going offWe do have the monitoring station serve as our answering service on Saturday and Sunday, but if a customer's siren is going off the monitoring station has the ability to turn it off and/or dispatch the policeAnytime someone's alarm does anything, a door opens, a battery gets low, a smoke detector goes off, a separate backend program that we have access to logs each of those activities which we can then review at any timeThat's why our office admins had said that there is no way her alarm could have gone off without us knowing and that's how they were able to see that her panel was beeping due to a low battery. I've attached the recorded call so you can listen and verify that she was fully aware that we were not *** or any other alarm company, that she stated she had *** and would be canceling service with them and that she agreed to a 60-month agreement at $a monthShe also signed a contract stating the terms of the agreement which she has a copy of as wellWe don't train or encourage our sales reps to misrepresent themselves or our company memories can get blurry after a couple of years, that's why we do the recorded callsWe're local and so our reputation mattersLet me know if you need anything else to clear up this matter. Thanks,

I am rejecting this response because:It does state that they charge a $trip fee in the VcontractThey, however, increased this fee to $without notifying usSo we were quite shocked when they wanted to charge us $to change a battery, a battery which should have lasted for more than years, mind youADT said their batteries last a good to years. We also did not see any response from Vabout telling us they would also charge that $fee to reattach the sensor that had fallen off while we were on vacation$to have a technician put a piece of double sided tape on the sensor and to attach it? No thanksWe can do thatWhat we wanted was the offer of a more sturdy glue to hold the sensor on, like ADT usesBut I was told that they will only use the double sided command strip, again, $to do thisWe wanted to make it less likely that the sensor would fall off again causing a alarmWe were freaked out because we were on the other side of the country when we were woken in the middle of the night thinking our house was being robbed. We also want to add that when talking to a supervisor just before filing the complaint, we were told that the reason the sensor probably fell off was because they were old sensors installed a long time ago, not V3's sensorsWe corrected her letting her know that we had, in fact, paid for new sensors from Vto be installed last year because we had our windows and sliding door replacedSo the sensor that had fallen off recently was only about a year oldA command strip is not sufficient for a door that is frequently used and we feel that the technician should've known that and used something better to secure it in place.ADT offers a lower price than Vfor more options with their serviceWe would be saving about $a year with ADTWe just want to be let out of our contract with no penaltyWe already paid for months of service at the beginning of AugustWe are NOT asking for a prorated refund, just to be let out of our contract

The customers that submitted this complaint willingly signed and verified an alarm monitoring contract with VSecurityThe contract terms are confirmed before and after installation with recorded calls between the customer and our officeThat being said, as a company, the moving procedures we
have in place were set up to allow our customers to fulfill the contract they signed in the easiest way possibleWhen they called in regarding their move, they first told us they were moving to Antelope, CAThis is well within our service area and it would be simple to move the system from their current address to their new oneDespite this offer, the customer still wanted to pursue cancellationWe advised they were still in contract with us and sent them a copy of the contractThey still insisted on cancelling, so we let them know of their other options: they may transfer the system and the contract to a friend or family member or they could include it in the sale of their homeBoth of these options are free to the homeowner and release them from any liabilityThe homeowner did not want to pursue either one so we let them know their final recourse is to pay out the remainder of the agreement, effectively terminating itThese three options- transfer the system, sell it with the home, or buy out the contract, are our standard recourse if a customer no longer wants the alarmOur systems are installed with no upfront equipment fee and come with a standard 60-month agreement, to recoup the cost of equipment, administrative and servicing costs associated with a new accountThe terms of the agreement are always covered in the pre-installation and post-installation recorded calls, as stated aboveWe offer those solutions to the homeowner as per our policy and then it is the homeowner’s choice to decide how to proceedWe sincerely apologize if we have caused any inconvenience with these policies and hope we can come to a satisfactory resolution.Sincerely,Customer Relations

We never installed anything in this person's home. The sales representative inquired with her about the system she currently had in her home, discussed her options, and she decided she wasn't going to go through with switching companies. No one forced anything on her, our technician even advised...

with how long she still had a contract with her current company, it was probably better to stay with them rather than making the switch.

We have contacted the business numerous times, and every time asked to speak with a supervisor and have always been told they are in a meeting and would call us back, yet have never received a call back.  On June 2nd, we called again, again asked to speak to a supervisor and were told they were...

in a meeting and would call us back.  This time we actually received a call back from [redacted].  My husband repeated everything that had happened and how we had been paying our bill for two months, yet we had no system and every time we called we were told we had to get out old system from our old house even though the contract said when you moved you were provided a new one.[redacted] cancelled our contract and refunded the two months of fees we paid for April and May.

I am rejecting this response because:As stated in previous letter.  The Alarm was on for 4 days.  I called their offices for help to turn it off multiple times.  The answering service did not know how to turn it off.  They left multiple messages for V3 to call me back.No one from V3 called me back to turn it off for 4 1/2 days.  The noise was 24/7 and unbearable.  If it was a low battery, someone from the company should have called me back immediately, not 4 1/2 days later, to tell me how to fix it.

V3 received a letter from the customer requesting a written copy of her conversation with us the same day she submitted this complaint. As soon as V3 received the letter we mailed a response with the inclusion of what was requested by the customer. It was placed in the mail the day that we received the request. The changes that were made with the customer during our phone conversation did go into effect immediately, but the letter probably arrived at her home after we had submitted our response to the Revdex.com. We apologize for any confusion or inconvenience.

After this complaint was submitted, V3 contacted the customer and we reached a resolution to this concern. The customer has a lower monthly bill now and we will
resolve the issue with her previous alarm company as quickly as possible. We sincerely apologize for any inconvenience this caused.

I am rejecting this response because: Apparently the business thinks this is a 'miscommunication' instead of blatant deception.  "3 weekly mandatory meetings with practice and coaching" apparently didn't do much good.  His deceptive spiel obviously took practice and it seems very possible that he was following the training he received.2 weeks suspension isn't firing and no revamping of the training has occurred as far as I can tell.  Tricking people into buying a product is a pretty slimy way of doing business and the lack of real action about this says a lot about the company.