Vyanet Security Group

Critical: Professionalism, Quality The most disappointing company I have ever dealt with. They send vague receipts and claim they can't offer more detailed information. Really poor customer service. Looks like the problem stems from inadequate software. Do not use them.

I was on an international trip and my alarm stopped working. I had my neighbor go over a few times and she finally had to just turn it off. I tried remotely accessing my account but it kept saying I didn't have an account. I had to search the company and randomly found an email and contacted them - apparently, the whole system changed and I had to create an all new account on a different system, which I was never informed of. Ok, fine, just cancel my account. Opps - there's a system wide upgrade that could be the issue.

They wanted to send a tech to check my system was working - free of charge. Hahaha - ummm. I'm already paying a monthly fee and you should check it if it's NOT working, right? I just say I'm not home, I cannot get anyone at my home to sit for hours waiting, so please cancel my account. Well, cannot cancel for at least 30 days from when I first attempted to cancel. 4 months later and I'm still getting charged. I DO NOT RECOMMEND.

In 2017, my old alarm business owner sold out to Vyanet (known as SAC/Security Alarm Corporation in the Albany Oregon area), their service has gone down and prices have increased in those 3 years. Prices have gone up by 80%. In that time they did upgrade the communications method but that was because the company deemed my old land line inadequate.

Otherwise the service is generally worse than 3 years ago. Twice during the last 2 years they have overcharged my autopay credit card a total of $570 without my permission. I had to research both events and get that money returned after persisting with the company. The service is slow, sloppy and inadequate. For instance when I asked for a history log when the system was activated or deactivated and by whom, they could not provide that.

Another example is during a recent false alarm, they could not tell where the problem was coming from only the sensor number which is not helpful to anyone responding to the alarm. Also in that same false alarm they were told to not call the police by my responding neighbor, they agreed and yet law enforcement was called and showed up. All that on a false alarm and this prevents me from using the system.

So I am now trying to just stop the service, because of the false alarms, hassles, expense, rate increases, woken up neighbors, and general frustration. The risk is not worth the cost and trouble of dealing with Vyanet. But because of the required communication upgrade I seem to be locked in to a contract for nine more months. Their service is poor with little follow through.

Their billing department and policies are dogged for payment but inaccurate in many examples and communicates poorly. In Oct 2019, 5 months ago, I gave them a year's worth of fees. This was done with an auto payment on my credit card with no statement mailed. Without any statement, as I understood, that was enough to pay through Oct 2020. Now they say they had a price increase of approximately 12.8% sometime in the past 6 months but it's not listed anywhere and they want complete payment thru 1/17/21 just to stop service.

I just want to walk away today, so they would not have to give me service for 7 months. They have $440 now but that's good enough. There was no statement of this increase and I only found out when they recently sent me a threatening letter when they could not bill my old credit card. So in total they want me to pay $259.20 in addition to the money they already have to cover through 1/17/21 to finish out this 3 year period.

If they would just drop this they won't have to provide service and still be paid more that they deserve for the services rendered. Anyone looking at this would say the fair thing to do is both parties walk away and return any funds for the period of time without service. If you use this company watch out for verbal promises on what they will provide but written and contracted payments from you. Also don't give them authority to take payment from a credit card without your permission. My ultimate advice is stay away from this company.

As a former employee, I will just say that I'm absolutely disgusted with how they treat their customers AND employees. They only care about money, not people.

Vyanet owns Tucson Alarm and they were the most dishonest company we dealt with during the 8 years we lived in the Tucson area. No home sale clause in their 3-year contract and we moved from Arizona to Michigan. We were told we had 90 days to pay an almost $700 cancellation fee or have the new homeowners to take over the monitoring service and it would zero out the bill.

New homeowners were told they would need to buy over $500 in new equipment for a home that was already fully covered and monitored so they went with another country instead. Stories changed based on which rep you spoke with when you called and they said the new homeowners were liars. The 90 days really turned into 26 days because as soon as we posted a negative review on Yelp last week, they reported us to debt collectors.

Manager emailed me to say you catch more flies with honey and all we gave them was vinegar. He is now on Facebook spreading more lies and disparaging my wife. To top it off, both my family and the new homeowners are military families. Should have stayed with ADT. This company only cares about robbing customers when their main duty should be to protect customers from being robbed.