Complaints

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.

• Initial Complaint

  Date:02/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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, ****************, refuses to honor the agreement his company made. I would like the alarm to function as promised.

  Business Response

  Date: 02/26/2024

  ***************** requested 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 **********************, 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.  ********************** does 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,
  
  *****************************

  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 ****** in 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.  

• Initial Complaint

  Date:04/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Over the last 12 months, we have attempted to cancel our alarm service with Vortex. ** June 2020, the alarm service was disconnected when we had a home renovation that included multiple door and window changes (and consequently, the alarm triggers were disconnected) When I have called and reach someone, they ask me to send an email with our property address requesting the cancellation; however, there is never a response or closure to our requested cancellation. Furthermore, they continue to charge ** monthly. The first cancellation request email I sent was dated 5/2/22 (I can supply the string of emails per request). We are requesting a cancellation AND a full refund for all the months we have paid from the date we requested cancellation (or service was stopped June 2020) ** to the present time. Additionally, we have contacted the tech/dealer that sold ** the service to attempt to reach someone to help ** with the mentioned requests above. No one has responded. Please help ** resolve this issue! Thank you in advance.

  Business Response

  Date: 04/25/2023

  After reviewing this account ********************** has determined that the claims made in the complaint are not valid.  All calls into the office are recorded for quality assurance and on 5/2/22 there was a phone call from the customer number however they never spoke to anyone and hung up before an agent could speak with them.  No email was ever sent in to cancel the service as the customer stated in their complaint, if they have a string of emails we would like to see them as nothing was sent to Vortex.  Our customer retention specialist did speak with customer on 4/17/23 and at that time they requested to cancel the account.  the customer was informed at that time of the company policy that any cancellation must be provided in writing and a 30 day notice is required.  The customer sent in the cancellation email on 4/17/23 and the customer account was processed for cancellation at that time.  There is no further action required on this account and ********************** adhered to all policies and procedures.

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19966130
  
  I am rejecting this response because: my original explanation of the history of cancellation is valid. I called into Vortex to cancel our account on 5/2/22 and was instructed by a representative that the only way to cancel an account with ********************** was through a written request. I have attached my original email on 5/2/22 with that request, as well as the rest of the string of emails of which no one from Vortex responded to. We stand firm in our initial request for a full refund for the last year from Vortex. Thank you in advance.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/10/2023

  Please review the emails that you sent to cancel your account, you are correct and according the agreement you signed Vortex needs cancellation in writing in order to cancel your account.  You spelled the email address incorrectly and like I mentioned before we never received anything in writing so therefor we never cancelled the account.  The correct email address that was given to you was **************************************************** and typed ****************************************.

  Thank you

  Business Response

  Date: 06/16/2023

  Please look at attached emails you sent to us.  Then email address is spelled incorrectly in both emails just like I explained in my response.  The email address that was given to them was **************************************************** .  As you can see in the attachments they put info@vortexsecutiry.  They spelled security wrong so we never received their emails.

   

  Once they sent the request to the correct email it was cancelled right away.  Please close this case as we have done everything correctly.