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Complaint Details
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Initial Complaint
12/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
December 3, 2023 I have been a customer of Vintage Security systems for approximately three to four years, during that time I have been pleasantly pleased with their services. Recently, my outdoor Ring camera, stop sending clips of doorbell rings. I placed two trouble reports via their trouble report system, I received an email advising the issue had been resolved. I was expecting an important Fed Ex medical package from California that required my signature, to no avail I missed the FedEx driver and had to write a hand written note on the door for the driver to knock hard and wait for me to open the door since I am recovering from hip surgery. Thank goodness Fed Ex made another attempt the next day. I never received a video clip or heard the ring. I spoke to the driver who confirmed the technical problem, he assured me he ran the bell, since my package delivery required a signature, My issue is with the nonresponse of Vintage Securities technical department, when you call their number no one answers, you have to leave a message, which in my opinion my work in some issues, but NOT reoccurring issues. I called and left message before I composed this letter advising them of my intent. Thanks in advance for your attention Mrs. ******* ******Business response
12/05/2023
Our Operations Manager, Cagney L******* has spoken directly with Mrs. ******* ****** to address her concerns. After Mrs. ****** published this complaint, the Vintage Security service team reached out to her and resolved the issues with the system. We apologize for the difficulties that Mrs. ****** faced while reaching our service team, and we are doing everything we can to respond to incoming calls as soon as possible.Initial Complaint
06/22/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I have been asking to have the customer loyalty Program credit applied by the sales team. I have been a customer since 2011, so that is a credit of $600. Carmen C**** says the program does not exist despite being assured I had a note in my profile that I would get credit for this. I would like the credit provided and if not, I want my system back that I paid for. “Customer Loyalty Upgrade Program If you have been a customer for more than 5 years, you may be qualified to receive a $50 credit per year that you have been a customer towards upgrading or adding to your system.” Good Afternoon Mr. *****, I hope that you are having a good day. I am forwarding you information to our sales team. They will be able to help you with a quote to install a new system, review the existing equipment you have to see if it is still usable & make sure your 5 years of loyalty program is applied to the quote. Please let me know if you have any questions or concerns. I hope you have a wonderful weekend. Kind Regards, Mary B**** Customer Service From: ******** ***** Date: Thursday, March 2, 2023 at 4:47 PM To: B****, MaryBusiness response
06/23/2023
Mr. *****, we apologize for the miscommunication on our part in regard to your customer loyalty credits. When you began services with us at your new home in 2017, we installed the system at a generously discounted rate since you had been our customer at your previous home since 2011. According to our policies, customer loyalty credits do not transfer to a new account when our customers move to a new home. Our sales team has now created an offer that includes our $199 Home Security Package discounted to $0, plus $250 in customer loyalty credits from the years of 2017-2022 to upgrade the existing system in your current home. We appreciate you being a Vintage Security customer for so many years and our goal is to formulate a reasonable compromise for you.Initial Complaint
03/23/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Good morning. I am under contract with Vintage Security for monitoring a former property of mine, namely **** ****** ******* Hanover MD 21076. Such property I sold last October on 2022 and relocated to Virginia. When I called to let them now I was moving and asked them to be released from the contract as I was moving to an apartment complex, they refused to let me out of it and said I needed to pay till the end of it or pay a penalty equivalent to half of the remaining contract. The finance department told me I could just move the service with me so I can continue to "enjoy" protection till the contract expired. So when I moved here I got in touch with them and they sent somebody to explain how the process would go and the person said the equipment could not be brought from the house to MD to VA since such equipment was pre-wired for that specific house (I don't know what it means), so I needed to get new equipment (at my cost) and also RE-START the contract for 4 or 5 years which totally goes against what finance told me before moving. There are people living there already, I don't know if they have service with Vintage already but I am still paying for a service ($54.59 a month) I am not being provided since October of 2022. I respectfully request mediation on this situation as I consider this is not fair. Thanks for your time.Business response
03/24/2023
Vintage Security provided the equipment and services that were previously agreed upon with the customer. In the agreed-upon contract, our policies regarding moves and cancellations are stated. The Vintage Security Customer Service department has provided the customer with the options in regard to his system and the changing of residence. Vintage Security can provide documentation of the agreement upon request. If Nelson would like to call us at 877-767-1800, we can again discuss his options with his changing of residence and work with him to resolve the situation.Business response
04/12/2023
Again, we are sorry to hear that you have been experiencing these difficulties and we apologize that you could not locate your original signed contract. We know that moving can already be a stressful time in your life and we do not want to contribute any further to that stress.
We often work with customers to resolve issues like these that arise from moves and terminations of contracts, and we would be happy to work with you to negotiate a resolution to this disagreement. Please give us a call at your earliest convenience at 877-767-1800 so you and our Customer Service team can find a mutually beneficial compromise.Customer response
04/18/2023
Just at the end of this afternoon I received confirmation from Vintage Security with a satisfactory amount to pay to be released from the contract. I saw the email a moment ago as I was attending to personal matters.Thanks for your help and guidance during this process. It has been resolved almost entirely.Initial Complaint
10/24/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I purchased a new home in July 2020. During the purchase process, Vintage Security was introduced as the security company for the new build community. I signed a contract for surveillance services around April 2020 and moved into my home in July 2020. I contacted Vintage to come to my home and complete the install however, they informed me that internet must be operational to complete the install. Internet was not available for connection until 45 to 60 days. *** was available for install immediately and did not require internet. Since Vintage never completed the install/activated the system, I was unaware I needed to cancel. (Per the contract, I can only cancel up to 3 days after signing the contract). This is pointless as the contract was initiated 3 months prior to moving in. This week, I received a bill for over $1348 dollars stating I have to pay for monitoring services...that I never used. My issue is why am I paying the full Balance of Contract Monitoring price over 2 years AFTER the contract was supposed to begin? The bill invoice is charging me for Oct 2022 - Oct 2027. The amount owed should be for the remaining 2.5 years, not the full 5 years. It isn't my fault they didn't follow up with their invoices and installs, just like it isn't their fault I signed a contract 3 months prior to moving to my new home. Also the cancellation verbiage is confusing (intentional, I'm sure) and states amount due would be for "unexpired term", not a full 5 years from the point in time where they feel like sending a bill. In addition, the due date is the same as the billing date. This is ridiculous and should be illegal. Customer Number: 61507Business response
10/28/2022
Business Response /* (1000, 5, 2022/10/26) */ We apologize for the inconveniences that this situation may have caused. It is important to us that our customers are billed properly. After speaking with you yesterday, we are going to waive the outstanding balance since you provided proof of your *** contract. It was a pleasure speaking with you. Consumer Response /* (2000, 7, 2022/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) After speaking with 3 personnel, a manager contacted me and provided a sensible, clear, and extremely polite solution to the issue. All personnel were polite, especially Damon, but the manager Ms Glenda R. was truly exceptional and cared about my predicament. Overall, I am more than satisfied with the outcome and would consider this agency for my future security needs!Initial Complaint
07/22/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
10/11/21 I purchased a security system from them for my home that was to be built. I also purchased speakers that I thought were to be installed and working. It was not until I moved into my home and they were installing the system that I was advised that I had to get ******** or a like company to install the speakers. They didn't install the control panel for the security system where I requested despite it being moved even before my moving in, it was moved even further from my garage door when I requested it be moved closer to my garage door. They also did not explain how the system was being set up with Baltimore Co, police. I requested to can the service and was told I would owe $1443.26 to do so. I told the woman there was not a stipulation in my contract stating I had to pay a cancelation fee. I asked to speak to a manager. Instead I was sent a form to cancel the service. I assumed this was allowing me to cancel the service as my contract "does NOT" have a stipulation saying I will be billed if I prematurely cancel the service. I completed the form and returned it to them. I was not billed on my credit card they have on file; however, now I am receiving bills in the mail. This is harassment and I want it to stop!!!Business response
08/16/2022
Business Response /* (1000, 5, 2022/07/28) */ Vintage Security provided the equipment and services that were previously agreed upon with the customer. We have provided the balance of $1443.26 due if the customer wants to continue with cancelling services. Vintage Security can provide documentation of the agreement upon request. Consumer Response /* (3000, 7, 2022/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please see the attached copies of the contract I signed with Vintage Security. I previously paid for equipment that was installed in my home. Additionally the contract does "NOT" state that a balance of $1443.26 will be due if the services are cancelled. Lastly with everything that I was required to initial off on, a cancellation fee should have been one of them. There is not cancellation fee listed in this contract, I just want the harassment and lies to stop. Please help!!! Business Response /* (4000, 13, 2022/08/09) */ Vintage Security provided and installed a security system at a reduced cost in accordance with the terms of the contract. Please contact our Customer Service Department to discuss a financial agreement to resolve this issue.Initial Complaint
07/14/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I pay $48.01 monthly for a video doorbell service. A Vintage representative removed the doorbell from my account- shutting off service to the doorbell AND removed the doorbell from my account and app. This prevents any possible troubleshooting fixes. I reported this and have requested a fix numerous times since February 2022. I have been told by every single representative I have spoken to that they see in the system that their employee removed my doorbell from the account mistakenly. Each time, I am told they will reimburse or credit me for the money they continue to charge me monthly for the service I am not receiving. They also have ALL said that they will forward the issue to their supervisor and that I will receive a call in 24 hours. I have never received a call from a supervisor and each time I call again, we repeat the exact conversation. At this point, I want a refund for the doorbell charges, at least since February and I want my contract terminated.Business response
07/18/2022
Business Response /* (1000, 5, 2022/07/18) */ First and foremost, we want to apologize for the inconveniences you have been experiencing with your video doorbell and your account. We are having one of our managers reach out to resolve these issues. Consumer Response /* (3000, 7, 2022/07/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I look forward to resolving this matter. Thank youInitial Complaint
10/12/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On or about November 2020, I contracted to purchase my newly built home through *********** while on military deployment and believed my obligations relative to all systems associated with my home was with *****. I signed all documents electronically and closed on the home in February 2021. Vintage Security is now saying that I signed a contract with them during pre-construction. I was not aware that I signed a 5 year service contract with Vintage. I also have not received any home security services from Vintage. I entered into a 5 year contract for home security services with ADT on or about February 2021. Vintage is now stating that I owe them $1,318.79. I believe that the 5 year obligation with Vintage was commingled with or deceptively imbedded into the home buying process. Vintage waited months before sending me an invoice for services they didn't provide. The delay now results in me not having any other option but to pay Vintage and ADT for services only ADT is providing.Business response
10/26/2021
Business Response /* (1000, 7, 2021/10/20) */ Hi Mr. ***********, we are very sorry that you had such a negative experience with us at Vintage Security. We know the home buying process can be a really difficult and overwhelming time for you. The last thing you need is to be surprised by something you were not expecting. We try our best to keep our customers informed as much as possible during their home buying process. With that being said, I looked into your account and it looks like you currently do not owe us anything. If not already, we will have someone here at Vintage Security give you a call directly to discuss this situation at your earliest convenience. Again, we apologize for the unfortunate experience you had with us. We set a high standard for ourselves and are truly sorry to hear that standard was not met in your experience with our company. Our number one priority is to please our customers in any way we can. If there is anything else you need, don't hesitate to give us a call.Initial Complaint
06/16/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
My family bought a newly constructed home and Vintage offered home security deals along with other technology wirings. We were not all that interested except for the prewiring of **** connection. When asked for the advantage of this $340 prewiring, the salesperson stated that the main advantage is that the prewiring will allow **** to be installed without our new home being drilled in from outside. When I asked if we had to give certain directions to the **** technician, the salesperson assured that all certified technicians would automatically know what to do. Even though it was a high cost, my husband and I thought it was worth it. When the **** technician came, he said he had to drill through the house. When we filed complaint to Vintage security, the same salesperson contacted us back stating there is nothing they can do. I believe it was wrong advertisement and faulty of them to not have clear communication with ******* to make sure all the technicians are trained.Business response
06/22/2021
Business Response /* (1000, 5, 2021/06/16) */ We are very sorry that the ******* Technician did not utilize the **** wiring that was installed during construction. This is an option that is sold often and is utilized in a great number of homes without issues. The wiring that was installed is only manufactured for ******* and is specific to their **** system. While we try to work closely with all other vendors but we are not part of ******* or any other ISP's. They manage and control their own employees and are responsible for their actions. We recommend reaching out to a ******* representative and having them resolve the issue with the wiring. Consumer Response /* (3000, 7, 2021/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The technician also assured that he has done this numerous times. It is faulty for the seller to shift the responsibility to the buyer or the third party installer. I can complain to *******, however, the technician's main job was to make our Internet work and that is what he did. I still believe that as a seller, if you cannot guarantee that the product will properly be used and you cannot control what the technicians will do, it should be clearly explained to the customer during sales.
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Customer Complaints Summary
8 total complaints in the last 3 years.
2 complaints closed in the last 12 months.