V3 Security

It is never our intention to represent ourselves, purposefully or not, in a way that is misleading or untruthful. While we were not able to locate this homeowner in our customer records, we are still concerned that anyone, whether or not a customer, has had a negative experience with our company. As...

a company that chooses to use direct marketing by going door-to-door, we are frequently unpopular and we recognize it's just part of trying to do business. We, V3 Security, are a dealer for **, the equipment manufacturer, that is correct. And we are a local, Folsom company. But no, we are not in any way affiliated with this homeowner's current alarm provider. We are a separate company. We completely understand this homeowner's concern and sincerely apologize for any miscommunication. The representative in question has been forwarded this complaint, as well as been formally assigned to remedial training and code of conduct review for two weeks before he will be allowed to begin work again. Our representatives are commission-based, and will not be able to earn any compensation for these two weeks. We extensively train our representatives on the correct way to introduce themselves, including three weekly mandatory meetings with practice and coaching. We do not condone nor encoura** misrepresentation by any of our representatives and take these matters very seriously. We thank the homeowner for stepping forward and bringing this concern to our attention so we could take action, and again, we apologize for any inconvenience or hassle to you.

On behalf of V3 Security, we would like to apologize for the misunderstanding. We never installed anything in her home, and therefore the credit inquiry should not have stayed on her credit report. We always let our potential customers know beforehand that in order to see if they qualify for a...

system in their home, we have to run their credit, which is why her credit was ran in the first place. But as I mentioned before, it should have been removed when she decided to not go through with the sale. Deepest apolagies!

We have reviewed this account at length and spoken to both the customer and his daughter-in-law who has been assisting him with translating. We do show that the customer had signed our standard-length 60 month contract, and we do have recorded calls verifying this. The sales rep no longer works with...

our company and is not available to consult for his version of events. After review, and because we were not present to overhear what the sales rep may have indicated or promised to the customer, we are not comfortable enforcing our contract. The customer believed it was only for 6 months, and we are not able to verify if he was told anything contrary by the sales rep. If the customer was told by one of our representatives that it was only a 6 month contract, and he has fulfilled twice that length of time, then we feel obligated to uphold that expectation. We have informed both the daughter-in-law and the customer that we agree to release him from the 60-month contract, and are sending a letter releasing him of any further contractual obligation. We will pick up any remaining equipment from the home, and the customer will have no further relationship with our company.

I am...

rejecting this response because:
Dear Mrs. [redacted]
Since I spoke to you last, I did speak with V-3 at the time over 1 week ago. They told me that because of the issues. They would lower the payment and month's on contract. That it would go into effect immediately well guess what I am not all surprised I have yet to hear from them, yet they contacted Revdex.com saying they resolved the matter with me. Well that is irrelevant they have not.

To whom it may concern,  It’s never our intention to make our services so unaffordable that just having them maintained renders them a hassle to the user, our customers. We are more than happy to work with our customers to find a solution that works for them when a service need arises....

Most companies in our industry do charge a service trip fee when a service technician is dispatched- these fees can range from $25 to about $120 from what we’ve seen. This fee is outlined in the alarm contract that is signed by the customer, and is strictly meant to cover the technician’s time, gas, and the nominal costs of some replacement items like screws, wire, adhesive, etc.After speaking with the customer we understood that this service charge was not a suitable option and offered to first send the battery to them via mail for a much lower cost ($14.99) with instructions for replacing it themselves, but that was not something the customer wanted to do. We then offered to waive the trip fee entirely and perform the replacement free of charge, but the customer did not want to move forward and asked to cancel. The customers that submitted this complaint signed and verified an alarm monitoring contract with V3 Security. The contract terms are confirmed before and after installation with recorded calls between the customer and our office, not just the sales representative. It’s not our goal to frustrate customers or make their security arrangement a win-lose scenario, our goal is to provide a service that works for them within a mutually agreeable arrangement for both sides. We understand that an agreement is a two-way street: we agree to provide reliable alarm service at a reasonable rate, and the customer agrees to pay that rate in a timely manner. If we ever find that we are out of alignment and we have truly not upheld our end of the deal, we will do whatever we can to make it right to the customer. In this case, we offered a lower price and then a free service trip so the system could be back in good order without any headache to the customer.We sincerely apologize if we have caused any inconvenience with these policies and hope we can come to a satisfactory resolution.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

My family and I bought a house in Sacramento and a v3 sales rep named Brock sold us on free equipment to advertise in the new neighborhood. Cheap monthly and free cameras so we took it. We were told we were signing a one year contract. Apparently it's a 5 year contract. Two weeks later my work truck was stolen from the front of my house. The cameras did not record one second of it. I almost wish I didn't have the cameras because telling your company that their truck was stolen along with 4 thousand dollars worth of tools looks extremely shady when you were just bragging about these sweet cameras you just had installed that didn't record a thing. We called to complain so they gave us another camera for no charge. Hoping that since the first three cameras didn't work maybe the fourth would. They work great in live mode. If you have time to stare at your phone all day and take a screen shot of the thief I would highly recommend using v3. Or if you're looking to record hours of some amazing up close fog then this is the company for you. Two days after my company kindly bought me a new work truck and filled it with more tools, the thieves were back. The camera that looks over the driveway recorded a man attempting to open the doors of my truck and search the bed. I thought to myself "Finally! We caught them!". The same camera showed the man frustrated and walk to my front door. It is unclear what the purpose of going to my door was, because the camera stopped recording and the doorbell camera (which would've given me a clear shot of the thief's face) decided that it was taking the night off. I can only assume that my dogs deterred a home invasion that night. Trying to get the cameras to work correctly was becoming a headache and for twenty dollars a month for the apparent 5 years, I can buy my own cameras from Costco. We called and asked to have our contract cancelled due to the lack of performance since an entire vehicle was taken from my house without a trace. The customer service woman, Sarah, understood our frustration and said that we could cancel our contract but we would have to buy the cameras outright lol. They wanted me to purchase from them the equipment that was the reason for my cancellation. Over $800 dollars for cameras that work sometimes. Horrible deal. Sarah told my wife that we could not cancel free of charge because we did not notify them of the issues that we have been having immediately. I have the emails sent to v3 expressing our concerns and their replies which would have to prove that they were informed of every issue we've had within 24 hours of the issue. I plan on sharing my story with every site that google will lead me to where I can review this company. IF you do still decide to use v3 for your security needs, I highly recommend requesting Nick for your install. We try to deal mainly with Nick because he seems to be the only fair and honest employee that they've hired. So honest and fair that I would like to help him start his own security company but I cannot at the moment because I will be out almost $900 here shortly for defective equipment. You win some you lose some. Make good choices.

They helped me get out of the contract with Monitronics, who had very poor Customer Service, who took 2 years to fix a Camera, and at first, wanted ME to pay for the service, WRONG! and Allen from V3 showed up, and represented himself very positively, and proceeded to help me get out of the contract with Mony... so... Very happy with V3! I have had people come to my door and ask what panel I had, and I told them, none of their business, and shut the door... it wasn't V3 who did this, believe they had "Vision" on their shirts... so far, Very Happy!

Prompt, courteous, clean, efficient and logical

Very courteous and Proffesional!!...The Rep made us feel comfortable in going with V3 from the start. Glad he knocked on our door!

Very friendly and got our alarm installed the same day!

Excellent service and very reliable staff. Would definitely recommend V3 Security to my friends and family.

These people are friendly and prompt and keep the equipment up to date.

Review: A service rep just visited me today (3/23/15). He said they needed to upgrade my alarm service. I asked who he was with and he replied "the manufacturer, **". He showed me some ** paperwork as proof. He was wearing a 'V3 Security' shirt though.He asked what system I had and verified my name and address. He said the old system was analog and was having performance issues in regards to emer**ncy response times, which is why they needed to upgrade my system to a new digital system. After he wrote down my info and verified my system, he mentioned they would be switching providers from [redacted] to V3 Security since "we've been using [redacted] before but we want to switch to a closer provider instead of someone 5 states away". I said I would need to verify everything and research the new company before signing anything and he agreed. He gave me his card ([redacted]) and said to call him when I'm ready.This representative misrepresented himself and the entire situation. He was not an employee of ** but of V3, and the situation was presented as the company ** upgrading the system and switching out their monitoring subcontractor. In reality ** only makes the hardware that is used by both [redacted] and V3, and he was employee of V3 trying to **t me to switch from [redacted] to their service.With this blatant lying and misrepresentation, V3 must be a awfully unethical company. I post this here to warn anyone else considering this company to avoid them.Desired Settlement: Stop deceptive sales tactics, fire salespeople who deceive people to get business, and retrain sales employees to represent themselves properly.

Business

Response:

It is never our intention to represent ourselves, purposefully or not, in a way that is misleading or untruthful. While we were not able to locate this homeowner in our customer records, we are still concerned that anyone, whether or not a customer, has had a negative experience with our company. As a company that chooses to use direct marketing by going door-to-door, we are frequently unpopular and we recognize it's just part of trying to do business. We, V3 Security, are a dealer for **, the equipment manufacturer, that is correct. And we are a local, Folsom company. But no, we are not in any way affiliated with this homeowner's current alarm provider. We are a separate company. We completely understand this homeowner's concern and sincerely apologize for any miscommunication. The representative in question has been forwarded this complaint, as well as been formally assigned to remedial training and code of conduct review for two weeks before he will be allowed to begin work again. Our representatives are commission-based, and will not be able to earn any compensation for these two weeks. We extensively train our representatives on the correct way to introduce themselves, including three weekly mandatory meetings with practice and coaching. We do not condone nor encoura** misrepresentation by any of our representatives and take these matters very seriously. We thank the homeowner for stepping forward and bringing this concern to our attention so we could take action, and again, we apologize for any inconvenience or hassle to you.

Consumer

Response:

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.

Review: We had [redacted] and on August 21st, 2013 a rep showed up at our house representing himself as a rep for our CURRENT alarm company ([redacted]). He knew about our current system, the contract terms and dates. He indicated he was there offering an UPGRADE for our system. Since we were already with [redacted] and he was with [redacted] (as he lead us to believe) to upgrade our system, we moved forward. It wasnt until he pulled out the contract that we found out he was with an entirely different company, V3 Systems. That being said, he was offering us a new system and for the same price as our [redacted] system so we went ahead and moved forward with it and my husband signed the new contract. He also had us sign a letter to cancel our [redacted] contract.In April of 2015 we bought a new house and I called V3 to ask about transferring the service. I was told there was a $199 moving fee and we would have to schedule a time for V3 to come get the equipment from our current house and move it to the new house. My husband called two more times and was told the exact same thing. We could sign with a new company for less so thats what we decided to do. There was no reason to pay a $199 moving fee and wed been with the company for almost 2 years and we already werent happy about the way wed ended up with them (the rep representing himself as a rep for our current company).Once we moved we called V3 to cancel and they told us the contract was for FIVE years. They then sent us a copy of the signed contract with the 60 months circled. We were never told the contract was for 5 years or we NEVER wouldve signed it. I then located our original contract and the time frame is not circled, someone in the office circled it after the fact before they sent it to us to make it look like the rep who had come to our home had specifically made us aware that is was 60 months. They then told us that because we had been with them over 12 months the moving fee was waived, but it was OUR responsibility to get the equipment from our old house.Desired Settlement: Cancel the contract ASAP as the company has been dishonest on more than one occasion. If they track their phone records they will see they have told us 3 times that we have to pay $199 moving fee and they need to come move our current equipment and even since we cleared up that we would NOT have to pay the $199 since we've been with them over 12 months they continue to tell us we HAVE to get the equipment from the house we just sold when the contract states you get NEW equipment when you move.

Consumer

Response:

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.

Review: V3 security mislead me to believe that the prior security company that I had a contract with, Monatronics, was no longer available and that this 'salesman' was only there to take over the service and upgrade the equipment left by the previous security company. During this process he had me write a letter to Monatronics and state that I was going to transfer the payment arrangment to this new company but didn't really explain why but that I was asking them to cease the payment arrangment with Monatronics and that the new company, V3 was to receive the payments. I was a bit confused but the salesman reassured me that this was standard procedure and I went along with it. The original company called to inquire why I was changing companies I explained what happened and we called V3 and ask why I was asked to write this letter and that is how I was put in touch with the sales manager. I was completely dupped and taken advantage of. I am a single older female living alone and I feel that he took advantage of me and misled me. I am fearful for my safety in that this person was able to weasel his way into my home and used a sort of pressure sales tactic to have me change companies. I feel that he lied to me. His office manager called me and grilled me for more than a half hour making me feel like I was lying. This new person said that she knew this salesman personally and that she had not known him to lie to customers. She also made me feel like I did something wrong and that I was going to be responsible for a substantial amount of money to get out of the new contract. I am filing this claim against this company in hopes that this salesman is held responsible for his actions and that he is not allowed to do this type of scam to anymore elderly women who are volnurable to this type of high pressure sales tactic. I am still responsible for the original contract and now I have to pay a large amount of money to get out of the new contract. This feels like a scam and I am fighting against it.Desired Settlement: I want out of the new contract with V3 and have their equipment removed and the original equipment returned. I really feel like if this is the way that this industry behaves, I want no part of it at all. I want out of it all, both companies, if my original contract is up.

Business

Response:

Each alarm company has a contract for the monitoring services, which can vary from 1-5 years in length in most cases. If a contract is ended early, any remaining time becomes due and owing to the company- this is the standard industry practice. This 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 9-11am. The 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.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: This complaint is regarding V-3 Security System, [redacted]. They are in Breach of Contract. I called Revdex.com I was told that in the last 3 years there have been 7 complaints. 3 – Product and service. 4 – Sales and advertisements. They never cancelled my contract with [redacted] has been hounding me for payment. They should have paid it never did. I am in contract with both companies. [redacted] continuously called demanding their money. I keep getting invoices from [redacted]. No one is ever available to receive my calls. They are always in meetings. Message they tell me are never received. Staff is extremely rude I get at least 3 invoices a month from V3. I never have missed payment. In fact I’ve even paid 1 month ahead. Calls are not returned!Desired Settlement: Something needs to be done about this company. It just is not right for them to get away with this. One angry consumer [redacted]

Business

Response:

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.

Consumer

Response:

I am rejecting this response because:

Dear Mrs. [redacted]

Review: The complaint I have are these my garage door repeatedly being open from the house across the street for years. Your good office, can verify with regards to my complaint to the Rancho Cordova Sheriff Police department concerning this alarm that had been falsely activitivated by this house across the street. Any additional information about false alarm it was reported to Rancho Cordova Police department by me, [redacted]. I was told by V3 representative that he could fixed the systems where he could set off the alarm anymore positively. (he lied over and over to me). I would like to disassociate my responsibility with this company forever. Thank you very much for taking the time for me.Desired Settlement: I wish to discontinue forever my association with this company I have no longer finances to continue paying with the company

Business

Response:

I apologize, but we are not sure what to do with this complaint. We have been in communication with this customer for a while and it has become increasingly clear that there is some major confusion with our system's capabilities and his expectations. From what he has told us, he is a retired vet that worked in intelligence, and is now convinced that his neighbors across the street have programmed a remote that can open and close his rolling garage door while he out during the day, to punish him for the work he did in the service. Our regular alarm install technician was kind enough to explain during the installation that the alarm itself is not tied into the garage door appliance in any way. We have made several visits out to his home to address his concern, and realized that there is just so much stuff in his garage that it trips the sensor at the bottom of the door so the door will not close. He has had a garage door company come out to take a look, from what he has told us. But he is adamant that our alarm is somehow supposed to solve the problem, which is not, of course, what an alarm system is designed to do. He has stopped paying his bill to us and either states it's because he can't afford it, or because it's not solving the garage door problem.

Consumer

Response:

In regard to your letter dated Monday July 21, 2014 stating the major confusion. Here with in my affidavit, I am

only giving you the fact and nothing but the truth so help me. And I will take the lie detector test anytime,

anyplace, I never told anyone, especially my neighbor across the street about the remote that could open and

close the garage, I don't know how they open my garage door at will. And I never told anyone that I was an

intelligence agent. Garage door inspection service, and adjustment was condusted by garage service address

[redacted], and the telephone number is [redacted]

The V3 technician assured me, if I took his alarm system on on would be able to open my garage door from the

outside, He made several adjustment to the system before he completed the installation, his adjustment did

work. And I called him repeatedly, the agreement was I would only take the system, if he could stop my garage

door from being ope illegally. never happened, and then he would not returned my calls. my agreement to him

was that, he would fixed the door first. and then, I would take the system. I aploize for my confusion it was not

intended. Pls. I thank you once again for taking the time to care.

Review: My wife and I sold our house and no longer will be using the V3 alarm. We do not have a house to transfer the service to nor a timeframe when we will. We called to cancel the service, but since our represent that sold us the system did not inform us that it was a 5 year contract and there was no way to get out of the contract even if you move, this company is trying to charge us until the contract is paid off. We have offered to pay an early termination fee, but not the full term since the service will not be used at all. We would give back the equipment which is in perfect working condition. The customer service has always been awful because they always need to get a supervisor involved, and they give you misleading information, and their work . The last representative, [redacted]. that left a voice mail saying, "good luck with the alarm system, I hope you don't have to use it" The option another representative gave us was, 1. transfer the service to a family member or 2. try to transfer it to the buyer of the house.Desired Settlement: Have an early termination fee for unforeseen circumstances or be a respectable business that will understand difficult situations.

Business

Response:

The customers that submitted this complaint willingly signed and verified an alarm monitoring contract with V3 Security. The contract terms are confirmed before and after installation with recorded calls between the customer and our office. That 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 possible. When they called in regarding their move, they first told us they were moving to Antelope, CA. This is well within our service area and it would be simple to move the system from their current address to their new one. Despite this offer, the customer still wanted to pursue cancellation. We advised they were still in contract with us and sent them a copy of the contract. They 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 home. Both of these options are free to the homeowner and release them from any liability. The 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 it. These 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 alarm. Our 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 account. The terms of the agreement are always covered in the pre-installation and post-installation recorded calls, as stated above. We offer those solutions to the homeowner as per our policy and then it is the homeowner’s choice to decide how to proceed. We sincerely apologize if we have caused any inconvenience with these policies and hope we can come to a satisfactory resolution.

Review: This is written on behalf of Mr. [redacted]Nov. 13, 2015 Mr. [redacted] contacted V3 to cancel services. The rep. would not allow him to, therefore he asked me, his daughter in law, to contact them & find out what the issue was.According to the customer representative,there was a 60month contract with them & they had 2 phone convos w/him (recorded) stating that he agreed to this "60month" contract. They said that if he still wanted to cancel their services Mr. [redacted] would have to pay the remaining months in full, est. $4,000, in 1 lump sum. Mr. [redacted] had no knoweledge of signing a 5YEAR contract, I will explain below.I asked for proof, & they agreed to send us both the signed contract & dialogue of the 2 phone conversations. We haven't recieved either of these documents in the past weeks. To further explain, Mr. [redacted] does remember a sales man coming to his door 18 months ago, around the time he had back surgery. This salesman offered a lower monthly rate ($28/month) & a shorter(6 month TRIAL)contract for security services on his home. That is what Mr [redacted] was told he was signing into. The salesman disconnected all the previous equipment & kept it (not usual protocal)and installed SOME of V3's equipment. For example,sensor light from V3 wasnt installed & Mr. [redacted] wasnt given V3 keychain remotes. But according to their company policy, the salsman did make 2 phone calls, "pre & post installation" that was to be recorded. During both phone calls, the salesman told Mr. [redacted] how to answer the questions. So all Mr. [redacted] did was repeat words that the salesman was saying.Even though Mr. [redacted]'s monthly bill was $20 MORE than agreed, he didnt complain. And after fullfilling the 6 month trial, he still kept their services by paying in THREE MONTH INTERVALS. A rep even agreed that V3 plan wasnt better than his previous plan & she couldnt explain why a reasonable person would KNOWINGLY enter this longer, more expensive contract.There are so many distorted details, Mr [redacted] doesnt want V3 services.Desired Settlement: Mr. [redacted] no longer wants to do business with V3 and requestes that this alleged 60month (5year) contract be voided without having ot pay any penalties and/or fees. He also requests the cancellation of services to his home, immediately. No further contact to Mr. [redacted] by V3 Security is needed.

Business

Response:

We have reviewed this account at length and spoken to both the customer and his daughter-in-law who has been assisting him with translating. We do show that the customer had signed our standard-length 60 month contract, and we do have recorded calls verifying this. The sales rep no longer works with our company and is not available to consult for his version of events. After review, and because we were not present to overhear what the sales rep may have indicated or promised to the customer, we are not comfortable enforcing our contract. The customer believed it was only for 6 months, and we are not able to verify if he was told anything contrary by the sales rep. If the customer was told by one of our representatives that it was only a 6 month contract, and he has fulfilled twice that length of time, then we feel obligated to uphold that expectation. We have informed both the daughter-in-law and the customer that we agree to release him from the 60-month contract, and are sending a letter releasing him of any further contractual obligation. We will pick up any remaining equipment from the home, and the customer will have no further relationship with our company.