Additional Complaint Information
Customer Complaint:
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Complaint Details
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Initial Complaint
10/18/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I called up during June to the customer service department to ask them how long we had on our contract and they said that our contract ended in September. They told us during that time during the June phone that we needed to mail in a letter that was signed saying that we wanted to stop auto renewal and that we wanted to stop services at our address. Which is already completely odd and weird that we needed to write out a letter to stop service and to sign it. We sent that up and we didn't receive a response but I also do you have an email from the person from VIO because I told them over the phone to send me a written transcript of what was discussed because I knew they would be sneaky. Fast forward I did not get a confirmation that they received the letter so I called up in September and they said that they did not receive the letter. That it was never received. And then they said well they changed methods to cancel we can now cancel through email so they gave me an email address and I sent them an email. Telling them what was discussed over the phone and I also told the person over the phone to send me a written transcript over email of what was discussed. They didn't do that. And now we are being charged for September and being charge for October. I had called up a week later and asked if they received the email and the person over the phone said that they will have someone check the mailbox to see if it was received and I told them to send me a confirmation email once it's received and I have not received any confirmation email or follow up. Do not under any circumstances get into a contract with this company because their customer service is extremely poor and they don't want you canceling. We have already called our bank to have a stop from this merchant and we filed multiple claims with our bank from this merchant.
Business response
01/17/2023
Business Response /* (1000, 5, 2022/11/01) */ Mrs. *** we have no record of a mailed letter. Please send us a tracking number if possible or any other supporting document that the letter was sent. Please submit to *****************@viosecurity.com & call us if you have any further questions.Initial Complaint
10/04/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
VIO Security was our security service provider. Between February - April 2022 we have have transferred our alarms to a different security service provider upon contract end date. Proof of cancellation letters were sent in February 2022 to cancel all our accounts at the end of each contract date, yet, they continue to bill us to this day. I understand, now, there is a 30-day prior notification required to cancel and we reached out 20 days prior on 9 of out 12 accounts and to not even receive a courtesy call informing us of the continuing service is disturbing. I have reached out numerous times and have never received a call back on a resolution or even a call inquiring why we want to cancel. Then, in August we receive a notice that 3G communication network is being discontinued and this will impact our security system to communication with their monitoring center. They can't even provide us with the service that we are paying for. I'd like the cancellation of our accounts to be honored and full refund issued for the # of times they have billed us since the cancellation of each account. Being transparent and communitive is much more respected than dismissing customers wishes.Business response
12/29/2022
Business Response /* (1000, 5, 2022/10/18) */ In regards to the account for Shallow Sports Boats, we have discussed the accounts with the customer & advised that the contract renewed for an additional year. As noted in the standard alarm company agreement, a written notification to us, at least 30 days prior to the current contract end date is needed. We have submitted the agreement to the customer for review & they can call us if any additional questions.Initial Complaint
09/29/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
We have had many issues since the company switched to Vio Security without any notice to us. However, in August I called to transfer service but they do not service Hawaii. I have called 3 times requesting for the service to be canceled and for a final bill with amount owed on the remaining contract. Since we were moved by the government for work, the government will pay the remaining balance. However, they refuse to cancel the service and send us a bill. They hang up on us when we call requesting for this to happen yet again. This is the worst and most unprofessional company we have ever done business with. Also, customers should not have to pay for the rest of the contract if you do not service their new address. I have read the contract multiple times and it does not state we are responsible if you cannot provide service if we move. Anyway, cancel my service NOW and send the bill. I am tired of getting charged when our work will take care of the bill. They cannot do it without a final bill. Please do yourself a favor and NEVER use this company.Business response
12/22/2022
Business Response /* (1000, 5, 2022/10/12) */ In regards to the account for Mr. & Mrs. ************, we have received the customer's request to cancel & the account has been paid off. There are no further payments due on the account.Initial Complaint
09/27/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Contract has been up, I've sent emails, called and even sent a hand written letter to cancel service but they just won't and they ignore all my requests. It's either they cancel it or I'm having my attorney handle them and for all costs as well as every penny past the original contract date! This company is a scam ripping everyone off and ripping off the poor elderly. I don't give my hard earned money away to anyone and not to ghs security investors either. I want this account canceled!!! I sold the house in GA back in February 2022 that has the security system on it. This is ridiculous!!! I'm so over this company and ready to file suit against them!Business response
12/08/2022
Business Response /* (1000, 5, 2022/10/05) */ In regards to the account for Mrs. ***** ***, we have received the customer's written request to cancel services & the account has been cancelled. We have not processed any payments for months & there is no further obligation due. Mrs. ***, can call us if any further questions.Initial Complaint
09/22/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I've had a break in at my previous property and packages stolen at my current property and their equipment has failed at doing its job. The cameras did not capture images, frequently has technical issues and is worthless. To make matters worse they refuse to let me out of my contract and can't say anything more than "we don't know what happened" when the equipment failure is reported. I simply want to be let out of my contract so that I can find a provider that can actually secure my property. All of these conversations have taken place via phone.Business response
12/28/2022
Business Response /* (1000, 5, 2022/10/05) */ In regards to the account for Mrs. ***** ******, we are terribly sorry to hear of the break in & stolen packages. We would like to troubleshoot the system with our tech support, send a technician to test system & fix any equipment issues. In regards to the current agreement, there is about 22 month remaining in the term. To cancel the account the remaining balance would have to be paid off. Please advise if Mrs. ******, would be ok with troubleshooting system. Consumer Response /* (3000, 7, 2022/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have had technicians reset their equipment before. Again this is the second time at 2 different properties that this has occurred. It's unacceptable. And each time Im simply told they can send a technician. I do not trust their service and I want to be released to take my business elsewhere. Business Response /* (4000, 9, 2022/10/18) */ Regarding the account for Mrs. ***** ******, the company would require for the remaining balance of the agreement to be paid off to proceed with cancellation. We can troubleshoot the system & send technician if needed.Initial Complaint
09/21/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I have been trying to cancel my service with VIO Security (GHS at the time) since 4/23/2020 and they are still charging me $54.99 per month. It is now 9/20/2022. October is coming up and that is when renewing starts for the year. So that is 28 months since I requested the cancellation. I have paid them $2,207.52 and they are still charging me and are no longer replying to any of my emails. I want them to refund what they've been charging me since I requested the cancellation, and anything else they continue to charge me until resolution and cancellation of that service I'm no longer receiving from them. I've attached the emails. I did talk to them via the phone and they told me it would be resolved in a week, and I have not heard anything since and they're no longer talking to me.Business response
01/13/2023
Business Response /* (1000, 5, 2022/09/30) */ In regards to the account for Mr. ******** *****, we have spoken with the customer multiple times & advised that per the agreement a written request to cancel is still needed. We have not received the customer's written cancel notification. The customer can email the request to *****************@viosecurity.com. Mr. *****, can call us if any additional questions. Consumer Response /* (3000, 7, 2022/10/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Letter was sent out to GHS at the time during the pandemic around 2 years ago,and who or what is VIO security? Reason I stop service is because customer service and their service was bad. Why would I continue service and add another service from another security company. I'm sick of going back and forth. Business Response /* (4000, 10, 2022/10/12) */ We have no record of a letter being received 2 years ago & we have searched for the customer's emails but have not found any. The customer can submit any supporting documents to ******************** for further review. Consumer Response /* (4200, 12, 2022/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Communication between both parties, myself and GHS at that time was to cancel my service. I was advise by GHS I would have to mail in a letter stating, per my contract the only way to cancel my service was to mail a letter stating cancellation, and reason for that. I can not remember the address or state since it's been years now. Now that it's still going on for years, now that it known that I need my service to be canceled with emails and a letter sent out. Why am I still getting charged? Why would pay for two service? Why would I continue on with a service that I was not happy with? Why are there same complaints? Why is so hard to just cancel and stop charging me for service I no longer have? Why isn't there recording of conversation to cancel available? Prior to any conversation there is always a message stating that, this may be recorded for training or what ever purpose. At the end of the day just stop charging for my non service with GHS/VIO. Emails sent to *****************@viosecurity.com now you want me to sent to ********************* What was wrong with the original email? Cancellation has been sent to both emails, please cancel now! Thank you. Business Response /* (4000, 15, 2022/10/18) */ We apologize for the typo. The email can be sent to ********@viosecurity.com. Please submit as soon as possible. Consumer Response /* (4200, 17, 2022/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please refund me back my money! Emails and letter has been sent our stop all charges moving forward and provide a refund. Business Response /* (4000, 19, 2022/10/24) */ We have received Mr. *****'s, written request to cancel & there are no further payments due. Mr. *****, can call us if there are any further questions. Consumer Response /* (4200, 21, 2022/10/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) *****************@viosecurity.com. What is the issue with email provided? Please advise and will there be a refund involved?Initial Complaint
09/19/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
THIS IS IN ADDITION TO CLAIM # XXXXXXXX It appears that Multiple Home Security Companies have been making monthly deductions from my father's checking account. There are : 1- No security systems in my dad's residence 2- He has no evidence of any system ever being installed ( wiring, cameras, door sensors, window sensors, a security panel) 3- If they did indeed attempt to install a system, someone should have noticed a system already in place. If I had to guess, my dad may be a victim of a Scam targeting the Elderly. It appears that we have had success with Adler Security because they have stopped taking monies out from my dad's account every month. But as things pertain to this current claim, VIO makes monthly deductions of 50.78 each month since December of 2021. My dad says he never had any reason to have a home security system ( let alone 3 home security systems). He has no idea how or who has access to his bank account. This was discovered a few months ago when I assumed power of attorney to pay his bills on his behalf.Business response
11/10/2022
Business Response /* (1000, 5, 2022/09/30) */ Mr. ****** ***, please provide the service address & your father's name for additional assistance with your concerns. Consumer Response /* (2000, 7, 2022/10/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) The Business is requesting my fathers name and address. Please see the attachment . Thank You ****** ***Initial Complaint
09/16/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We have been trying to cancel the contract since we moved from Oakland, CA to Atwater, CA. We moved for health reasons. I sent an email earlier this week finally after speaking with their customer service. We asked to be let out of contract but was told the amount would be $879.78 at the least would be 791.80.The equipment is still in the house.I asked for them to reactivate then the system already in this house but have not yet heard from anyone. Please advise.Business response
12/21/2022
Business Response /* (1000, 5, 2022/09/30) */ In regards to the account for Mrs. ***** *******, we have advised the customer on the current details of the agreement. The remaining balance on agreement would have to be paid off. We can install the equipment at new residence. If there's existing equipment at new residence we can attempt to take over as long as equipment is compatible. The customer can call us if any additional questions. Consumer Response /* (3000, 7, 2022/10/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I asked for help from them and did not receive a response back. Business Response /* (4000, 10, 2022/10/12) */ We have provided Mrs. *******, all details regarding her account & we have received the customer's request to cancel. The account is scheduled to end 07/22/2024. To cancel the account now, the customer would have to payoff the remaining balance on the agreement. The contract originally signed by the customer would continue. We recommend Mrs. *******, reviews the agreement for all details regarding her account.Initial Complaint
09/16/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I have been trying to cancel this security service for my parents since last year. I submitted the request in writing to end contract as of November 31, 2021. When I called them, they said I had just missed the deadline. I asked for a supervisor to explain, this company came into my parents neighborhood saying" they were updating security systems, taking advantage of seniors. The company then agreed to accept my cancel letter, but never stopped the electronic payment. I would like those funds refunded and the current electronics stopped. I've tried calling but can never get anyone on the phone. I tried that is on purpose. I need to know what steps can be taken.Business response
12/28/2022
Business Response /* (1000, 5, 2022/09/30) */ In regards to the account for Mr. ****** ******, the request to cancel has been accepted & there are no further payments due. We are proceeding with the cancellation of the account & the payment for October will be refunded. The customer can call us if there are any further questions. Consumer Response /* (3000, 11, 2022/10/11) */ Mr. Morrison, I completed a complaint online 9.16/22 against Vio Security, LLC. I was trying to follow up because I need this discontinue this system. They do not answer their phone, so you will not be able to disconutine services. I discontinued service last year, but they continued the automated payments. Appreciate any help you can provide. ******* ****** Sent from ******* ****** (*********@aol.com) Business Response /* (4000, 13, 2022/10/18) */ The account for Mr. ****** ******, has been cancelled & there are no further payments due. The customer can call us if any further questions.Initial Complaint
09/15/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Initially I signed up for alarm monitoring service with the original company by the name of GHS interactive security. This service started with A monitoring agreement for 36 months. In the agreement it also states that once the initial 36 months ends then the contract will automatically renew on a year-by-year basis. I initially signed up for the service in March 2018, which would result in my service agreement ending in march of 2021. Today is September 14, 2022, I made a phone call to the now new company "vio security" to cancel my services. When I spoke with the customer service representative by the name of ***** she was reluctant to allow me to cancel my services. She stated I would owe them $1,619 in order to cancel or they would send me to collections for that amount. This number is the total amount of my initial 36 month monitoring contract with GHS. According to the renewal term I would only have 6 months left on the renewal and the cancellation fee should be $269.94. The reason why I am cancelling in the first place is because my system has not been actively working for 4 months now and have not been able to receive any service under the warranty that was initially provided from the GHS local office here in Modesto, ca. This office and company no longer exists. I feel taken advantage of at this point and extremely upset with the blatant lie I was told by the rep from Vio security and will be pressing this matter further if this is not resolved.Business response
11/08/2022
Business Response /* (1000, 5, 2022/09/16) */ In regards to the account for Mr. ***** ******, the contract has renewed for an additional year. As noted in the standard alarm company agreement, a written notification to us, at least 30 days prior to the current contract end date is needed. The customer's current end of term is 03/14/2023 & the remaining balance to cancel the account is $283.44. We apologize for any confusion or miscommunication. We can test the customer's system to fix any malfunctions & schedule a tech visit if needed. If the customer wishes to proceed with cancellation we urge to email a written request to cancel to [email protected]. The customer can call us to payoff the account or for any further questions.
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