Contract Dispute with Security Company

[Brookstone]

I signed a 3 year contract with Reliance Protectron last year. I am moving next month, and I contacted them yesterday regarding the change. The contract clearly states No Rate Increase during this time. I have absolutely no problems finishing out my contract.

The agent gives me a new rate which is higher than current. Says the contract is only for the current home. Ok, so does that mean the contract is voided once I move, and I can choose not to be a customer? He says NO, it is NOT cancelled, and I would have to pay a $300 or so fine if I do not want to be a customer anymore after the move. So ok fine, I will take the new rate and finish out my contract. Based on what he has said, I assumed that meant the contract is still from the current one which started last year. I look at the new agreement this morning and there was nothing stating of the old date, only the new date. I emailed him to verify and he says the current contract is Cancelled as of my move out date, and the new contract starts then.

Am I the only one who feels there is something wrong with this? First I am told the current contract is not cancelled, then the next day it is cancelled as of move out date. I am basically given 2 choices: pay higher rate or pay penalty. They are giving me a higher rate AND a brand new 3 year contract. They have 2 advantages and I have none.

Are they not the one that is cancelling the contract? Didnt the agent flat out contradict himself and lie to me? Anyone run into similar situation? Anyway suggestions to solve this? I am waiting for an updated answer from him on the final status of this incident. I assume they are going to stand their ground, but I find this to be completely ridiculous that they can get away with this.

I did some research and have now seen there has been many complaints about this company. I have no plans of getting on a brand new 3 years contract. Even if I pay the $300, it would still be cheaper than be their customer for 1 year.

 

[escapefromstress]

I searched the company on the Better Business Bureau website: http://www.bbb.org/kitchener/busine...otectron-in-mississauga-on-1032521/complaints 134 complaints.

 

[Brookstone]

Ya I made a complaint this morning, have not heard anything. Been with them for some time now, used to be called Voxcom. Actually found other companies such as Alarmforce has better packages. To contact the police etc, with Reliance you have to pay extra. Alarmforce is included, even Rogers, their prices are not that bad.

 

[thumper18474]

if there was no.."transferrable" clause in the original contract...I think you're pooched..
BUT..you may have an arguement if you are not living in the same house..and the contract clearly states that they are protecting your residence.......which soon will be a different one..
depends on the wording of the contract you signed....

 

[Ceiling Cat]

Reliance Protectron is a company owned by the Videotron group which is controlled by PKP P i e r r e Karl Peladeau. He is the guy that lost the provincial election for the Parti Quebecois ( separatist ) by making the gaff of yelling that he wanted an independent Quebec for his children. This scared the voters of Quebec which voted heavily for the Liberal party.

Videotron recently lost a case in Quebec where an cable TV subscriber wanted to discontinue his service but was billed for 14 days more after he gave notice of cancellation. The subscriber sued and won $3000 in punitive damages for the extra 14 day charge. The bottom line is that since inheriting the empire from his father, PKP has lost money hand over fist and his companies are padding their bills.

 

[Brookstone]

Thanks, and yes I have gotten a better picture of what kind of a company this is NOW. These are all sales guys, so they are just trying sales tactics to cheat customer right? Would a manager go along with this if I request to speak to one?

Like I said, I would rather pay the penalty then to be their customer, it would be even cheaper actually. If it goes that way, is there any way I can get my money back, like going to small claims court? If I simply don't pay, it goes to collections, and that is what I am worried about if it affects my records and everything else, which I have never had any issues.

I also read many instances where someone cancels and they continue to bill or even charge.

 

[Ms.FemmeFatale]

What is the cancellation policy on the old and new contracts? Is there a 24 or 48 hr cancellation policy without charge on the new contract? Most new contracts have some small back out clause with no charge. If so, let them change things and the cancel per their policy.

 

[Brookstone]

What is the cancellation policy on the old and new contracts? Is there a 24 or 48 hr cancellation policy without charge on the new contract? Most new contracts have some small back out clause with no charge. If so, let them change things and the cancel per their policy.

I don't have the old in front of me, but it is from last year, so don't think can cancel on that one now. The new one states you have 10 days from receipt of the new agreement, which was received last night. I am not worried about cancelling the new one as from receiving the new agreement and on is through email, so I have proof/backup. Also why I want to keep continuing through email.

 

[Brookstone]

Looking at the conditions of current contract I don't see anything relating to moving = new rate and contract. Or this contract is only for this addreee.They would have to have that in there's right?

 

[thumper18474]

Then you have 2 arguments you can use.
1..since it doesn't have a clause about security for a specific address...then it is deemed transferable. ..you are buying their service regardless of the location of the residence..
OR
Ask them to produce the clause that says it isn't transferable. .or you are obligated to sign for the new contract at the new address.
personally I would take them to the mat on it...but that's just me

 

[Marla]

Do they have a deposit from you? I think they are giving you scare tactics and how are they going to enforce the $300 penalty fee? take you to small claims court? let them and let the courts hear the case. I wouldn't pay it.

 

[Brookstone]

Then you have 2 arguments you can use.
1..since it doesn't have a clause about security for a specific address...then it is deemed transferable. ..you are buying their service regardless of the location of the residence..
OR
Ask them to produce the clause that says it isn't transferable. .or you are obligated to sign for the new contract at the new address.
personally I would take them to the mat on it...but that's just me

Talked into CSR on the way to work. Keep saying its their policy when you move you get a new contract because of installation etc. No other company rips you off due to moving. Installation is one thing and new rate and contract while I have no other choice is another. Keeps saying I have to talk to their move department, which is their sales. That should tell you something. And will not give me supervisor. I don't have one or not available.

Pure scams. Not sure how far I can take them. Seems they are standing pat. Hoping I can get better result through BBB.

But the guys flat out told me first day the current contract is not cancelled.

 

[Ms.FemmeFatale]

I don't have the old in front of me, but it is from last year, so don't think can cancel on that one now. The new one states you have 10 days from receipt of the new agreement, which was received last night. I am not worried about cancelling the new one as from receiving the new agreement and on is through email, so I have proof/backup. Also why I want to keep continuing through email.

If you have moved and it is within 10 days of receipt then cancel. No penalty. As per their contract. Right? Then you are done with them completely, can move to a new security service and have no cancellation to pay.

 

[DB123]

I also use Reliance and when I moved recently the rate went down, I leave it to the SO because I can't be bothered, but they are very open to haggling.

Also, when we last moved, we assumed the contract of the previous homeowner with no penalty for either of us (I actually think we got 3 months free). That may be something you want to look into.

FWIW I've been with Reliance for 4 or 5 years and have nothing to complain about.

 

[Brookstone]

If you have moved and it is within 10 days of receipt then cancel. No penalty. As per their contract. Right? Then you are done with them completely, can move to a new security service and have no cancellation to pay.

Thats canceling the new one which I never agreed to nor even informed about. I have already told them about this. But I would still have to pay $200 as I am the one breaching the previous contract. See what they do to you here you are stuck either way. I am going to see if the new owner wants security but at same time I think I would be doing them a disservice by send them to reliance.

 

[Brookstone]

I also use Reliance and when I moved recently the rate went down, I leave it to the SO because I can't be bothered, but they are very open to haggling.

Also, when we last moved, we assumed the contract of the previous homeowner with no penalty for either of us (I actually think we got 3 months free). That may be something you want to look into.

FWIW I've been with Reliance for 4 or 5 years and have nothing to complain about.

I don't think there is a penalty if the new owner takes over. Didn't have much issues with them until this simple move request. Other companies actually offer better packages.

 

[Brookstone]

I'm thinking it might be best to pay the $200 and be done with them. But can I get this back by taking them to court?

 

[DB123]

I'm thinking it might be best to pay the $200 and be done with them. But can I get this back by taking them to court?

Maybe, but in expense, time and hassle, it woudln't even be close to worth it

 

[Brookstone]

Thats what I'm thinking too. Agent gets back to me with a final balance of $200 and also mentions if homeowner takes my transfer then I would not have to pay. I said I will check with them then confirm what I will do. He goes and cancels my account. Fine, but he also gives me details for the homeowner. Rate is same but they will have to sign a contract.

So he thinks I'm gonna pay and get new owner to sign up a new contract. What is this transfer then? Nothing about them makes any sense.
I just need him to confirm the pretty authorization is stopped so I can pay by cheque. Don't want a double payment. And I have heard many instances of them continuing to charge or take money from account after cancellling

 

[Brookstone]

I had 1.5 years left on my contract. $200 is way cheaper than 1 year. They would rather lose a customer and take a loss longterm wise. Pretty stupid way to do business. Makes no sense.