ComplaintsforVector Security, Inc.

• Initial Complaint

  10/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Vector/******** came out early October 2024 to install new system. However, upon arrival, the installer forgot the 2nd panel for the bedroom. It was IMPOSSIBLE to get help from Vector to get someone back out to install the panel in my bedroom. I took it upon myself to call ******** instead...they sent someone out on October 4th. The newly installed bedroom panel went dead shortly after the install. I left for my 7 day cruise on October 5th. When I returned from cruise on October 14th, both panels were blank/dead which left my home unprotected even though the app showed that it was "armed away" leaving me unprotected while the first monitoring charge of $49 was also processed while I was away. I have been trying to call them to cancel service and to come uninstall their malfunctioning equipment. They have been ignoring me and noone has tried calling me back. They have been giving me the absolute runaround and is not responding to any of my calls. I called back on October 17th and the technical support then instructed me to contact ******** directly. At this point, I want them to come to remove this faulty system and cut all ties with this company and go with ***. I also need a refund of the $49 monitoring charge since it was not connected due to their faulty equipment.

  Business response

  10/28/2024

  Customer has been contacted by Authorized Dealer and issues have been resolved.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  From May 25 thru May 28, I have tried unsuccessfully to reach Vector Security. I was on hold for over 40 minutes and no one answered the phone although an emergency technician was supposed to be on call. Two of my security cameras were out and there was no one to assist me. I am asking for reimbursement for the time my cameras were out as well as placing this complaint on the BBB website.

  Business response

  05/30/2024

  Apologized for the trouble she had getting through to our afterhours support and the apparent hold times over the Memorial Day weekend. . Her monthly cost for the video portion of her bill is $29 and she wanted a credit for 5 days for two cameras. which would be a prorated amount of $10. We credited her $30 off her bill for the negative experience. I spoke to the customer, and she was satisfied with that adjustment. 

• Initial Complaint

  03/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am unable to contact Vector security to report a failure (entry door open showing on my panel while the door is closed). Make me wonder if they are monitoring my house for real. They certainly get their pay on time from my account every month with a few small increases over the year. All these numbers below said "call fail" after an automated system response saying to press 1 if...press 2 if... etc. and they hang up. 1877******* 1888******** 1267******* 1800******* 1954*******

  Business response

  03/25/2024

  Service ticket has been created and sent to Authorized dealer to schedule service.

  Customer response

  03/26/2024

  
  Complaint: ********
  
  I am rejecting this response because: once the system malfunctions the expectation is that someone monitoring the house should have called to inquire about what was going on. In fact, I stayed unprotected from Friday and the agent called me on Monday. What if we all were on a trip thinking our home is protected? In any case, I canceled my subscription.
  
  Sincerely,
  
  *********** * *********

• Initial Complaint

  08/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We have been with Vector for over 20 years, with a month to month contract since we paid for the system when we build the house. Our landline had to stay in place for the alarm system. We are now potentially moving due to a divorce. I canceled the service in writing with a certified letter, dated 07/26/2023, to the Columbia, MD office that is responsible for us. This was done with certified letter in writing. The receipt of our cancelation was confirmed by a call by Amanda extension ***** on 8/1/2023, leaving a voicemail on our answering machine, that I still have. I tried calling back that day but it was too late. I reached her on 8/2/2023 at 11:18 AM and after her offering better pricing I explained to her that we still need to cancel, thanking her for the service over 20 years. Today 8/26/2023 I received another invoice from Vector, instead of the written confirmation of the cancelation, that I had asked for. I have the verbal confirmation from Amanda and I have the certified letter and still Vector is trying to continue to bill me, even I canceled according to our contract terms. I am asking that my contract gets canceled based on my cancelation letter that I had sent according to the contractual terms, requiring 30 days advanced notice. I further ask that I get a written confirmation of my cancelation, stating that my account has been closed.

  Business response

  08/28/2023

  We did receive the customer's request, it was processed and confirmed that he has a zero balance. The invoices are generated from a central location and was sent out prior to cancellation being processed. There was a timing issue. We hope we didn't cause him any trouble. Disregard the invoice the account is cancelled and zero balance owed. 

  Customer response

  08/28/2023

  
  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.

  This situation could have been avoided if my request to confirm the cancellation in writing would have been honored.

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

• Initial Complaint

  07/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a security package in January 2023 from the Columbia, Md office. Since that time we have experienced numerous system failures such as newly installed control panels and window/door contacts being defective and needing to be replaced. We were also charged for the repairs and had to wait days before a technician was available to fix the problems. We are yet again experiencing a system failure and the technician who arrived 5 days after the incident was reported claims that he will need to reschedule in a few days to fix the current any numerous other issues. Prior to signing up with Vector Security we had *** for 18 years and never experienced such defective equipment or poor customer service. We are currently without fire alarm monitoring and have requested emergency service to no avail. We were told that a Support supervisor by the name of Maya would contact us to discuss the current problem to no avail. We would like to have this issue addressed immediately and/or our money refunded.

  Customer response

  07/17/2023

  In the six-months duration of service we have had six service calls. The issues remain unresolved as of this posting. Therefore, we are cancelling our contract and requesting a full refund of monies paid.

  Business response

  08/07/2023

  We apologize for the what happened . The customer  had an older system that we took over and attempted to use some of the customer's existing equipment to keep the cost down as opposed to putting in a new system . We had service calls to try and remedy the situation and once we couldn't , we offered to replace the system. Once we finally were able to reach the customer, they declined stating a new company already installed a new system. We cancelled the account and refunded the overpayment for service from 07/20/2023-12/21/2023. 
  

  Customer response

  08/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  The explanation provided by Vector Security is false. We were never informed the reason for their unsuccessful attempt to integrate our old alarm system with Vector’s security system. It was certainly not for financial savings as their cost for installation and monitoring far exceeds our previous security providers. We sought a reliable and excellent security solution regardless of the cost. Unfortunately, we did not receive such from Vector security. We were very patient and gave them 6 months, six service calls and three technicians to rectify the problem. We spoke to many representatives at the Columbia office including: Shalonda; Robyn; Mai-Columbia-operations manager; Maimuma- operations coordinator; Jessica R******-customer service representative; Brook-Columbia Office and Calik. None were eager or able to address our concerns or escalate the matter to management. We were subsequently left with a nonfunctional system. It was only after frustration and disappointment that we decided to seek remedy with an alternative security system. We are asking for a full and not partial refund for a lack of transparency, failed installation and suboptimal customer service.
  

• Initial Complaint

  10/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I contacted Vector Central Station to assign a description to an alarm zone (zone 13) and was told that a customer service rep needs to handle it. Subsequently, I was transferred to Daryl who stated that a technician would need to handle it. He gave me an email address to send the request to and transferred me to a technician. He also provided me with his email address. His email address and the email address for the local technician was confirmed twice. I emphasized that this is an urgent matter as the Drug Enforcement Administration is asking for these changes. He transferred me to the technician and there was no answer. I left a message. I also sent an email to the local technician and a copy to Daryl. The email to Daryl came back as undeliverabla (see attached). I have not heard back from Vector. Multiple phone calls to the local office since then has gone unanswered. I have enclosed copies of the emails that were sent to them.

  Business response

  10/14/2022

  Business Response /* (1000, 5, 2022/10/10) */ Vector rep Daryl B****** did speak to the customer over the phone when he called into our customer service office which is open from 8am-5pm. If the customer called in after hours those calls go to our 24 hour moniotoring station. They informed him to call the office based as he stated in his letter. We listened to the recorded message with Mr B****** who stated and spelled his email which is ********* not as typed by the customer *********. The other email address received the request and was handled and we sent the customer's request to our data entry to have the request handled on the same day October 6 as the email he attached. I can not address his statement that no one answered his calls because we have a phone system that answers the call with prompts and also goes into a que to be answered in order. Consumer Response /* (3000, 7, 2022/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The info provided by Vector is incorrect. They only responded to my request after this complaint was filed. Regardless, the problem has been resolved. Unfortunately, it took a BBB complaint to resolve the problem.

• Initial Complaint

  09/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up for Vector Security almost a year ago and ever since I had my system installed I have been unable to get into contact with anyone at the company. The person that installed the camera in my backyard did it in such a way so that the wire was draped across the back of my house. I ended up switching to ****** (which is significantly better) and have been unable to cancel my contract. I finally found on their website that you have to send a physical piece of paper to their office in the mail in order to cancel. No other contact information exists anywhere I have looked online. I don't understand how this is legal and a cancellation policy should be readily available as well as contact info. I am in the process of mailing my cancellation now and hope to have my contract cancelled in the next month or so God willing. I don't feel that I should be locked into this contract any longer as I have attempted contact several times.

  Business response

  09/19/2022

  Business Response /* (1000, 5, 2022/09/10) */ Account is being terminated by Vector and no final bill is due to Vector Security.

• Initial Complaint

  07/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Vector Security is not delivering on the service that I was promised. I continuously have problems with the system and Vector does not have adequate customer support. Each time I need the system serviced which has been 3 times already in the span of 2.5 months, I have to call multiple times, leave multiple voice messages and request a call online before I can get a live person who will then schedule a technician for weeks out. This is not acceptable because I cannot go weeks without my house being monitored. Currently, my garage opener (that I paid $175 to install) is not working and I can't get anyone on the phone to schedule a service. Vector is also regularly charging me a late fee when I have my account set on automatic payment. I've called them at least 4 times in the last week but have not been able to reach their Billing department. I will either sit on hold until I have to hang up (easily 15-20 mins), leave a voicemail in which no one ever returns the call. Vector's system continuously has issues and they do not have customer support to resolve these issues in a timely manner. At this point, I have lost all faith in Vector Security to protect my home. I am asking for a refund of my install fees, monthly fees and to be released from my contract with no penalty.

  Business response

  08/11/2022

  Business Response /* (1000, 10, 2022/08/08) */ Our installation department has been in contact with the customer. The garage door has been fixed. Operationally, everything should be working. Our customer care department is staffing accordingly. The customer has one of our field supervisor's numbers to call when needing any other assistance. Issues are resolved. Consumer Response /* (2000, 12, 2022/08/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Vector Security finally contacted me after this complaint and were apologetic They provided the phone numbers of both their office manager and field supervisor. When they came out to address my equipment issues, the field supervisor accompanied the technician. They fixed what they were suppose to fix and I have direct contact information for the company if I have issues getting a response in the future.

• Initial Complaint

  04/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In October 2018, my mother signed up for Vector security services 36 month contract is what we where given. We explained that due to our job/military status/and other things we move from time to time. They said we could cancel for free if the services where not in our next town we move. We never had a issue with them, however, no permission was given by the homeowner to install this system, I nor my mother where the homeowner. Fast forward to 2022, we had to renew own contract in 2021 because the prior one they installed was outdated, they can not fix it even tho it had warranty and they made us sign a new contract to get a new pad for the system. This did not seem fair at all. Well this month in the middle of may/end of may we are moving to PA a area they do not service at all, their map shows this, and the town has no cell service at all. I reached out to give a 30 day notice and request cancelation and they told me I could not I had to pay the full amount of the contract and that my name is on the account too, I am not suppose to be on this account it was solely my mothers account and I was an authorized user not an account holder. They refuse to help us or work with us on any of this and I just want the system gone.

  Business response

  05/31/2022

  Business Response /* (1000, 5, 2022/05/06) */ In response to the recent complaint received, Vector Security has provided multiple options for resolution regarding the customer's upcoming move and contract terms. Unfortunately, we have been unable to come to a mutually agreed upon arrangement. The original three year contract was signed in 2018 by both ************ and *************. In 2021, a new three year contract was signed by *************. This new contract was for a panel upgrade that was offered to (not required) and accepted by Ms. ****. The original panel installed was functioning and communicating with no issues. On April 26, 2022 Ms. ***** informed Vector Security she will be moving to PA and there is no cell service in the area where she will be taking residence. She stated this is a military move, and the home where they currently reside would be going on the market to sell. At that time we explained that she does have time remaining on her contract term for which she would be responsible for paying. We also offered several options that would allow Ms. ***** to continue service or be released from her existing contract. One option was that she could move the existing system to the new location and continue service there. After speaking with management in that area, we believe we would be able to receive signals and continue monitoring. Ms. **** expressed this would be her preference. We informed her should we not be able to receive signals at her new location in PA, she would still be responsible for the remaining contract term so another option would be for her to provide a copy of the PCS orders and proof of sale of the home. In accordance with Vector Security's military policy, this would allow her to be released from the existing contract. The last option provided was to leave the system where it is, and we would attempt to get the new homeowners signed up for service upon sale of the home. This option would also release her from the contract provided the new owners take service. After reviewing these options, she informed us that the home is in her husband's name and he does not want to provide us any information regarding the sale of that home. She also stated that her husband is in the military, not her. She stated that she no longer wanted to move the system and would be filing a complaint with the Better Business Bureau in order to be released from the contract term that way. At this point we maintain that we are within our contractual rights to hold Ms. ***** to the contract term if she chooses to not follow one of the above mentioned offers. In response to Ms. ***** not being the homeowner; section 6 of the signed contract(s) states "You warrant that you have full authority from the owner and/or other person in control of the Premises to permit the installation and operation of the System under all conditions set forth herein". Consumer Response /* (3000, 7, 2022/05/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) They had said a manger/supervisor would be in contact it has now been a week with no contact from a manger or supervisor within Vector. They do not hold their end of the contract. I was also forced to take the new panel as the prior panel was out of date and they could not service nor repair the panel that was originally installed the tech even made note of that when coming out to service prior to the new panel being installed.

• Initial Complaint

  12/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called to cancel my vector security 3 times.. 1. I was on hold for 57 min. Two other times they want to send a tech out to resolve the problem (never gets resolved). 12/7 I was unable to cancel my service due to a contract that I signed but they are not holding up their side of the contract. With the covid pandemic I'm not able to afford the payments let alone paying for a service that there not providing. I pay 69.99 a month and my camera on garage does not recorded or pick up anyone in my drive way .... Whoever pulls up or gets out of the car it don't pick up so I'm paying for a service that don't work if someone broke into my house I would have no proof or be able to send any info to the cops bc it don't work . They came out 3 times , gave me a internet booster & said there is nothing wrong with actual camera.

  Business response

  12/15/2021

  Business Response /* (1000, 5, 2021/12/08) */ System was installed in September, 2020. Customer has only requested service twice in the past year. Once on 12/9/2020 and the other on 12/6/2021 stating she wants camera serviced. Customer called on 12/6/2021 stating she went through a job change and can't afford it. Customer signed contract for 60 months at $69.99. Customer is being held to agreement. We can make arrangements to service customer and go over entire system.

*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. ↩