Complaints

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

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  Vector Security Incorporated

  5125 Campus Dr Plymouth Mtng, PA 19462-1129

  
• 

  Vector Security Incorporated

  PO Box 89462 Cleveland, OH 44101-6462

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:06/13/2023

  Type:Service or Repair 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.

  Vector security was notified that our doorbell security camera was no longer working. It was new doorbell and alarm system upgrade from a few months ago. On 5/5 a gentleman came out and stated the voltage could be the issue as doorbell cameras need more than 16 but the power from our doorbell was pulling 12.4. I asked why a doorbell camera was installed that wouldn't hold that voltage and why was it working to begin with since it required 16. He didn't have an answer as to why it stopped working. He also mentioned we might need a new doorbell transformer if the new doorbell he orders does not work. However, that requires an electrician to come out and find the box which is somewhere in our walls. He couldn't find it. Nonetheless, he told me to install the new camera should be quick. I was called and told the doorbell camera had arrived and couldn't be installed until a month later. ***** also confirmed that the camera ordered does hold 12 volts, but I expressed that the camera must be the same size as our current one or it won't fit. That was another issue in the beginning. She confirmed it was the same size. We were added to the cancellation list. I also told ***** the alarm panel stopped working and the screen was blank. She told me how to reset it, but it didn't work on the phone with her. She was supposed to call me back but didn't. Eventually, the alarm panel started working. This is what we've been dealing with. As of today, 6/13 we don't have a doorbell camera. Someone broke into my husband's car last night breaking two windows on 6/13 around 3 a.m. If we would've had the replacement camera installed, we would've had footage. I called Vector and was only told sorry, and ***** stated they have been escalating the installation, which has been for weeks. I want a reasonable resolution regarding this poor experience and lack of security.

  Business Response

  Date: 07/05/2023

  On 5/5/23, we discovered that there was 12 volts on the wire, indicating the need for a return visit with a suitable doorbell (model ****). The return visit was scheduled for 6/20/23. However, on 6/20/23, the technician was running late and made multiple calls between 3-4pm to inform the customer, but there was no answer. He arrived at 4:20pm and attempted to contact the customer by calling and knocking on the door, but there was still no response. .
  
  When speaking to the customer on 6/21/23 at approximately 4:00pm, we scheduled a return visit for 6/22/23 at 8:00 am. On 6/22/23, the technician went to the house and discovered that there was no voltage on the doorbell wire. During the discussion with the homeowners, it was revealed that the father was doing electrical work in the basement. The technician mentioned that he would speak with the father about correcting the issue and contacting us for further assistance.
  
  Unfortunately, we were unable to install a new doorbell because there was no power available for the technician to connect the new doorbell to. It was left for the customer to let us know once electrician fixes issue they would call to schedule a return visit for a new doorbell.

  Customer Answer

  Date: 07/11/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Vector has not addressed the customer service issues as outlined in the complaint. The technician showed up late. He was supposed to arrive between 12-4 and showed up at 4:22 p.m. I was not available. In addition, we had an appointment for July 12th already scheduled and someone cancelled the appointment without letting us know. I found out on July 10th after leaving a message for service to call me back and Jayme indicated via a VM that the appointment was cancelled since we didn't have power. Our power was restored on 6/23 the very next day and my husband explained to the technician that my father-in-law would be fixing it the next day. It was fixed, but we had no idea the appointment was cancelled until I called yesterday. I've also been speaking with *** in sales who knew we had a July 12th appointment and had been working to get someone out here to install an outdoor camera in addition to the door bell camera. Now we are still stuck waiting after all this time as we were waiting for this July 12th appointment to get the door bell installed. We have no appointment, no door bell AT ALL, no outdoor camera. The service is poor and there is constant follow up. No one directly addresses your issue.
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  Date:12/19/2022

  Type:Service or Repair 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 had vector security system install cameras, motion detectors,window alarms. My cameras consistently stop working, I have to call in numerous times to get them fixed. My door alarm has failed atleast 2 times. I recently switch routers, they stated my cameras needed to be reset a service provider was sent out. No one mentioned a 300.00 dollar charge. I have called the office numerous times, left messages with what I was told were supervisors to challenge the charge, no one calls me back. I have received calls from the billing department asking about an unpaid balance. I have told several representatives that I will not pay vector until the 300 charge is removed because I was not aware of the charge prior to service ac the basic monthly service charge will not be paid until the company fixes all the constant failures of the security system.

  Business Response

  Date: 01/25/2023

  The customer did have numerous issues with her cameras.  It is believed the root of the cause was that the customer had her router changed.  There was a service charge of $305 for this call, and the customer was made aware a labor charge at the time of scheduling.  After that call, we needed to return to relocate her wifi extender for a better signal.  We did not charge her for that 2nd call.  When customer called in November, we agreed to credit 1/2 of the charge, so she owes Vector $157.50 for the original service call.  

• Initial Complaint

  Date:11/10/2022

  Type:Order 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.

  On April 20th, 2022, my wife and I closed on a new property in Philadelphia. We were sold a house by ** ********** which came "standard" with Vector Security protection for 6 months. I was assured by the technician, Bill Burnham, that I could cancel any time without penalty as the house was new and I had no time to check its effectiveness. Since signing, our doorbell camera has failed to capture video of every package that was stolen from our porch. Even set to the highest sensitivity, the camera catches nothing every day. The "active monitoring" catches nothing aside from when we open a door or window. To my surprise, when I called Vector to pick up their useless equipment, I was told that I had signed a 36 month "service" agreement despite never receiving service from Vector. Upon reviewing other online resources and online forums, I realized that this is common practice for Vector. They have a technician show up and tell you straight to your face that you can cancel any time only to hand you a tablet to sign (which didn't have any associated documentation or details) so that we could continue to make our payments after our 6 month "trial" had ended. This is nothing short of a scheme from the security company to take advantage of home buyers as they transition into a new home.

  Business Response

  Date: 01/12/2023

  When ****************** met with the sales **** *********************** he was offered 2 options.  The first was to receive 6 months free for home automation only, or  the second option is he could sign a 36 month agreement for a full monitored alarm system.  The customer agreed to the 3 year contract and it was signed on April 20, 2022 (attached).  The customer also received a $200 credit for being a ** end buyer and signing for the 3 year contract.  Also, please note, the customer DOES NOT have an outdoor camera.  It seems he is expecting his doorbell camera to function as an outdoor camera, which it does not.  He was given a proposal for an outdoor camera, which he has not yet agreed to.  
  The customer has a service call scheduled for January 30, 2022 to check the doorbell camera function.