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Business Profile

Security System Monitors

Vortex Security Solutions, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Security System Monitors.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:02/25/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I paid Vortex for 10 years of central station monitoring for the alarm system. I have the document (attached) that guarantees that the alarm would work if I discontinued the service. After repeated attempts, the owner, REMOVED, refuses to honor the agreement his company made. I would like the alarm to function as promised.

    Business Response

    Date: 02/26/2024

    REMOVEDrequested that Vortex Security cancel his monitored security system and at that time he was instructed that the system would be cancelled and he would no longer be monitored by Vortex Security.  The email attached is not a legal agreement or part of the agreement that the customer signed with REMOVED, it is an email that was sent to him by a sales representative without approval or any prior knowledge from Vortex.  This has been explained to the customer several times.  REMOVEDdoes not offer local or non monitored systems.  Vortex Security has followed all the proper procedures regarding this account and at this time the account is cancelled per the customer request.

    Customer Answer

    Date: 02/27/2024

     
    Complaint: 21343870

    I am rejecting this response because:

    The email I received from your authorized sales representative unambiguously states that the equipment would remain activated as a local siren-only alarm. 

    Your sales representative was held out by Vortex as its authorized agent.  As such, whether he had actual authority to send the email to me is irrelevant. Your sales representative had the apparent authority to make the representations he made and on which I relied.

    Please activate my alarm system as promised by your company.

    Sincerely,

    REMOVED

    Business Response

    Date: 02/27/2024

    The customer signed a monitoring agreement with Vortex Security.  The monitoring agreement ended when the customer requested to cancel his service.  Vortex does not "activate" local alarms, the equipment that we installed for the customer is still at his house and he wants to use the alarm as a local alarm he can do so on his own accord.  It clearly REMOVEDin the signed monitoring agreement from this customer what happens when he cancels his alarm and this is exactly what Vortex Security followed.  This has been explained to the customer numerous times.  

Vortex Security Solutions, LLC is NOT a BBB Accredited Business.

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