ComplaintsforVyanet Operating Group Inc

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  If youre going to do business in the roaring Fork Valley have respect for nature. Do not let your employees sit idling in their work trucks looking at their phones for over an hour. Do not let them sit idle at all it is harmful to the local environment. It is interesting that you do not have reviews being allowed on ****** maps.

  Business response

  06/20/2023

  Good morning,

  Thank you for bringing this to our attention.  We believe you are referring to one of our patrol guards that are always out and about to better respond to alarm calls.  We agree and condone extended amounts of idling for the reasons you listed.  We have GPS setup on our vehicles, but are in the middle of an upgrade to the software, so the idle notification was not received.  We will speak with the specific guard and remind the rest of our team about proper protocols when in-between alarm responses.

  All the best,

  ***************************

• Initial Complaint

  07/13/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I've been contracted with Allied Fire & Security for 35 years (since ****) for security alarm monitoring at **** ********* in ******* **. In addition, in Feb, 2006, Allied began monitoring service for my second residence at Priest Lake, at ******************************. In Oct of 2020, our old control panel at the Olympic residence failed. In order to have a new control panel installed I had to sign a new 3 year contract and pay $430 for the installation. My monthly monitoring fees were set at $25 for Olympic and $27.50 for ********** Rd. Please see line 3 of my contract. My gripe is after the one year, (Dec 2021) my monitoring rate for Olympic increased by 20%. My rate for ********** Rd did not increase. Then 6 months later (June 2022) my monitoring rate for Olympic increased an additional 33% for a total of 60% increase in 6 months. Meanwhile my ********** monitoring increased 7% total. It appears to me the increase on my Olympic monitoring exceeded any operating costs that Allied may have incurred from utilities or government agencies. The contract states that I'll receive written notice in the event of an increase. I did not receive notice of the first increase of 20% in Dec. Allied claims my **** (payable on receipt) was my notice. For the second increase of 33% I received advance notice that I would be getting a "small increase" in my monitoring charges to reflect their increase in operating costs. It says if the increase is more than 10% that I may cancel the contract. That is what I did and they sent me a **** for an additional $480. If Olympic was increased because of their increased costs to provide service, my ********** Rd should have increased a similar amount. I feel I don't owe them anything. I feel they are in default of the contract

  Business response

  07/14/2022

  Good morning, **** and the BBB,

  The balance being charged was in error as we did surpass the 10% threshold listed in the agreement, so it has been credited off.  I have discussed this error with our billing team and apologize for any frustration this may have caused.  Had you reached out directly to us, we would have offered the same resolution.

  Please understand, our increases came with many additional services, including an upgrade from unreliable voice lines to wireless technology as well as maintenance and theft protection at no additional cost but the monthly increase. Letters were mailed prior to it going into effect to the billing addresses on file.  Additional notifications were included on our invoices, but that was only as a redundancy.  We apologize if you did not receive our letter. 

  The increases were not done just for the sake of such.  I also understand you had a previous handshake agreement with the former owner who sold us these accounts back in 2017 and prior to that, had never received an increase to your rates, even to adjust for inflation.  The first increase was removed per your request, but the second could not be due to changing technology and low rates. With your rates being half of what we currently offer new customers, your former agreement is one we could no longer maintain.  

  Please let me know if you find my offer acceptable.

  All the best,

  ***************************

  VP - Central Operations

  Customer response

  07/25/2022

   
  Complaint: 17562257
  
  I am rejecting this response because:

   

  Greetings,  I apologize for not responding earlier but somehow I missed Vyanet's response to my complaint.  I am happy with the final outcome, however, I reached out to Vyanet on numerous occasions before I contacted BBB.  I spoke with ******** in billing, plus sent them a letter in the mail and she would not budge.  I would like to speak with *************************** if that is possible.

   

  Thank you for your effort,

   

  ***************************

  
  
  Sincerely,
  
  ******* (****) *********

  Business response

  07/29/2022

  Good morning, ****,

   

  I understand your rejection as I was unaware during my reply that you had reached out prior.  However, based on our conversation last Friday, 7/22, I believed this had been understood and resolved.  We forgave any amount due and I have already spoken with my team to remind them of the increase clause that we broke, voiding any balance.  YEs, our team is trained to be ***** at times as we often get customers trying to get our of legal contracts they signed and now want to break, but this was not one of those times and ******** was in the wrong.

   

  Are you asking to speak again, or are you happy our last conversation?

   

  All the best,

   

  *****

  Customer response

  08/05/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* (****) *********

*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. ↩