Complaints

This profile includes complaints for Vitex Home Security's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Vitex Home Security has 3 locations, listed below.

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  Vitex Home Security

  6610 Willow Park Dr STE 201 Naples, FL 34109-9014

  
• 

  Vitex Home Security

  6222 Tower Ln Unit A14 Sarasota, FL 34240-8859

  
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  Vitex Home Security

  2885 S Congress Ave STE H Delray Beach, FL 33445-7336

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:10/28/2024

  Type:Sales and Advertising 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 recently purchased a home, which we closed on recently. Part of the upgrades were wifi extenders, which we received from Vitex. Fast forward to Thursday, 10/24 when the equipment was installed, only to my surprise that additional equipment was needed. My issue started when the company wanted to charge me an extra $500 for the equipment after already spending close to $1K. The techs that were there to install the equipment said that it unfortunately happens all the time. After wasting a couple of hours with a "Sales Leader". he provided a $50 credit for a less expensive option, so I ended up spending an additional $250. This wonderful journey continued the next day when I woke up to a receipt from the company with a credit card charge that I did not authorize. The moment I received the link to pay, the previosu day, I emailed Support immediately to request instructions on how to pay via check. After wasting even more time on the phone with the less than helpful support team, their solution was to make another payment via check in order to receive a refund on the credit ******* my opinion, that solution is unacceptable. I am not paying this company twice in order to retract a mistake or a poor process on their end. They offered no other solutions so I was just left with "take it or leave it ". All I am asking is for them to do the right thing here. I don't think I should pay for the additional equipment, especially when they know this is an issue and do not warn their customers. At the very least, they should offer a refund to the credit card immediately.

  

  Business Response

  Date: 10/30/2024

  The ** of Operations attempted customer contact the same day to resolve dissatisfaction. They connected by phone on Tuesday morning, 10.29.24. In hearing the customers complaint, it is understood that the customer required an additional network device (network switch) to complete the installation of two network extenders.  The router provided by the Internet provider only had one available ethernet port, two were needed to complete installation. The customer acknowledges this requirement.
  However, the customer believes it was ********************** responsibility to know specifically what equipment he purchased from his ISP in advance of the appointment. Furthermore, customer holds fast that ********************** should supply him with that device at no cost.
  Vitex did provide multiple solutions to the customer to allow for the required network resources to be installed via Vitex, customer or ISP.   Additionally, Vitex made a solution available immediately as to not delay the completion of the installation. All devices that were purchased have been successfully installed and are providing the appropriate service. Vitex does not owe the customer any refund on equipment purchased.
  Customer did authorize payment of the additional device via phone with sales representative.  If customer chooses to remit an alternate source of payment, the credit card charge can be reversed at that time.  The item is already installed.

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22475905
  
  I still do not agree with the business' stand on this. The gentleman who called me still did not take ownership of how this was so poorly handled- this completely came off as he was just checking a box to say that he made the call. He was not interested in what I had to say. Outside of a throw away comment, there was also no mention of the credit card being charged without my authorization nor my complaints with how that part was handled. 

  This company knew that this could potentially be an issue. I am well aware of the technical piece- that is all they keep repeating. As i mentioned to them, my house is not the first house in the neighborhood, it is one of the lasts. I can't possibly believe that this is the first time they have come across this issue. 

  Lastly, there was no resolution offered other than they should not be responsible for this. 

  Sincerely,
  
  ***** ********