March 7th two men came to my door. Brian Sunderland noted that I
had a sign stating I have ADT security. He said he had been sent to
update the security system. Both men wore lanyards indicating they were
with GE. I thought it a little odd since I had only had ADT for one year
that it would need to be updated, but I listened to him. He said they
usually work after 5:00 p.m. since so many people work during the day.
He asked if I was the home owner and I said yes. However, he needed to
verify and proceeded to call ???? to verify that I was the owner since
he said a lot of renters claim to be the owner and once the system was
installed they moved out and took the equipment with them to sell for
metal or whatever.. He received a phone call and announced that indeed I
was the home owner and said they would use ADT equipment to do the
update. I told him I could not pay any more and he said "No it would be
the same". He then asked if he could come in to look at window/door
alarm placements. Then he presented two documents and asked me to sign.
At that point I thought I was signing just for the update, not realizing
that it was a whole new system. Unfortunately without reading the
contract I signed both forms not realizing what they were. After the
forms were signed he called (????) and I spoke with a lady that I could
barely hear until I heard her ask if I had ever had another security
company and I said "No, just yours". She seemed puzzled and asked again -
Brian said no this is through Vision Security that I "had HAD
ADT". I was confused, and handed the phone back to Brian. Brian said
something or other and handed the phone back to me. Then the lady
switched me over to a male voice who asked a series of questions. I was
so flustered and the fact that I have a slight hearing loss I was
answering yes to questions he was asking. Unfortunately this was taped
by the company whose headquarters is in Utah. I realized there was an
increase in monthly cost, but understood it was because they added a
smoke alarm, security necklace and a remote for my key chain- that was
the fellow said the contract I signed agreed to carry this system for 5
years. I felt I was pushed and obligated to continue on since I had
signed the contract. (There was no mention of any window of time to
cancle) Brian said he would cancel the contract with ADT .The fellow I
spoke to told me that I should follow up to make sure he did. Brian and
his friend left and said someone would call to set up a time for the
Later (approximately two - three hours) the electrician
(Cailen, whom I was told was the son of the Vision Security owner) came
to my door and said he was there to do the updates. He looked at my
present system and wanted to know if I had the key to the main box in
the closet. I had no idea where a key was so he proceeded to break the
lock and made changes. He took all of the sensors down and I thought he
made changes and put them back . I later discovered he had stolen them. What were once ADT sensors were replaced with GE sensors, and the ADT wireless sensors were gone.
Itook the insurance card to my home owners insurance company
and the secretary checked with the other two receptionists and
questioned whether this was acceptable information. She said she would
send it in, and will call me if it will not clear.
That made me more
anxious so when I arrived at home I checked on their business through
the internet and found that they are not a member of Better Business
Bureau through Washington or Oregon or Utah, but I guess they are not
required to do so. Much to my horror there were numerous complaints as
to this company being a Scam and warning people not to do business with
Since I realized I was locked into the contract for 5 years, I
called ADT to notify them that I would have to cancle service and was
told that I still have almost two years left on the contract with ADT.
That they would continue to bill monthly unless I wanted a pay off
amount which would run somewhere around $400 - $500 (I don't remember
the exact figure although I wrote it down somewhere. The gentleman I
spoke with checked with his supervisor to see if the amount could be
lowered, but they said no. So without their service it is costing me
$29.00 a month and $44.99 a month to Vision Security. According to some
of the complaints people complained that their monitoring service was
poor and a few said they had no monitoring. So I am not sure that I have
a secure system .
My daughter called with Vision Security in Utah
and asked Ammon to have the contract cancelled to no avail. Later I received a
call from a gentlemen with Vision Security who went over several facts
with me and that I had signed the contract and would be held to it for 5
years. I went over the fact that the salesman misrepresented who he was
until after I signed the contract, and what was to happen. He then
played the tape of my phone conversation with the gentleman the day I
signed the contract where it proved that I had agreed to all questions.
He said if I had called within the three day period I could have
cancelled without any problem. I said Brian never mentioned this to me.
He said look on your contract - my copy did not say anything to that
affect. He asked me which form I was looking at A or B. I told him I had
B and that I was not given form A which apparently had the statement .
He said he had a copy. I informed him that my daughter had already
called ADT and they were coming out the next day to put their system
back in. I also told him that because of this that I still have to pay
ADT for two years. He told me that Brian was going to pay this charge. I
said the pay off of $400? He said yes. My daughter arrived and took
over the phone. I don't know all of the conversation they had. She was
pleasant, but she said he was really solid in his unwillingness to
remedy a solution. She had spoken by phone with Ammon in the main office
in Orem, UT an hour or so before , he said he would look into it and
call her back at her house. She had been informed in her earlier dealing
with them that to buy out my contract would cost $2000.
The following day the ADT electrician came to reinstall their system.
However since the system had changed it was illegal for her to tamper
with another security system until the contract problem with Vision was
resolved. Also hampering her efforts were that the Vision Security broke
the lock on the ADT master hardwire box , and replaced the ADT sensors
with theirs - Since the type of equipment I had was a 2010 model that I
had purchased from ADT and legally it was mine. In essence they "stole"
my system, and I was prevented from reinstalling ADT until this contract
with Vision was resolved. After making numerous calls, we finally got in touch with Labor and Industry's Electrical Inspector- and he was a godsend!! He came out and busted them for not having a permit and other infractions, and it if hadn't been for that, they would have never agreed to cancel their contract, I'm sure of it. After having "a chat", they agreed to cancel the contract after all, but it took several phone calls of them saying they would, then changing their minds when I asked for the $44.99 back and told them I wanted the wireless sensors back they took. I finally had to agree not to ask for my things back, and waive my refund just so they wouldnt makes things worse! They still deny taking the sensors though we had two seperate techs confirm they switched them, and its obvious and provable and confirmed by the techs we had out that they did! They even lied to the BBB about it! I filed as many complaints with consumer protection groups, the BBB, Attorney General, L&I, alerted the local Police, and the local news.Its already cost quite a bit on money and even more time, and I'm not sure we're nearly done fixing the problem. I'm hoping someone sees this and it saves them from the misery me and my family went through.