Complaints

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

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Vector Security, Inc. has 2 locations, listed below.

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  Vector Security, Inc.

  1116 Volvo Pkwy STE 105 Chesapeake, VA 23320-2803

  
• 

  Vector Security, Inc.

  2805 North Parham Road STE 500 Richmond, VA 23294

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:10/29/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  The only way to get someone from Vector Security to return a phone call is to file a complaint with the BBB. The last complaint dealt with not being able to cancel our service. The company called and "cancelled" over the phone (a practice the local office said was not possible and required a letter). Vector Security assured the BBB that our account was cancelled. We continue to receive invoices from them and security calls daily to let us know our batteries are dying. Trust us, we know. When we call the local office all representatives are currently busy (everyday).

  Business Response

  Date: 10/30/2024

  Vector Security recently changed our cancellation procedures to allow for cancellation without a letter. When we spoke to her about cancellation originally, the procedures had not changed yet. When we spoke to her on October 17, 2024, the procedures had changed, and we accepted her cancellation verbally. Cancellations are not instant though, and the contract does require thirty days' notice so that we can have time to process the cancellation. Vector Security did not "assure the BBB" that the account was cancelled. We stated, "We have reached out to this customer to discuss cancellation and believe the issue is resolved.". We also spoke to the customer on 10/29/24 (without a BBB complaint being filed) and put the system on test so the phone calls would stop until we could process the cancellation. Even though per the contract terms Vector Security has until 11/17/24 to cancel this account, Vector will assure that the cancellation has taken place today - 10/30/2024. The account is now out of service and the open invoices are in the process of being removed from the account. It is important to remember that even though the account is cancelled, the security system can still make noises, especially if there are low batteries or other troubles. The system would need to be fully powered down to stop the noises, which is the customer's responsibility.   

  Business Response

  Date: 10/30/2024

  Our apologies - after additional review, we did not speak to the customer on 10/29. We did receive a voicemail and then put their system on test to stop the phone calls. A return call was not made and for that, we apologize. The remainder of our response remains true. 

  Vector Security recently changed our cancellation procedures to allow for cancellation without a letter. When we spoke to her about cancellation originally, the procedures had not changed yet. When we spoke to her on October 17, 2024, the procedures had changed, and we accepted her cancellation verbally. Cancellations are not instant though, and the contract does require thirty days' notice so that we can have time to process the cancellation. Vector Security did not "assure the BBB" that the account was cancelled. We stated, "We have reached out to this customer to discuss cancellation and believe the issue is resolved.". We received a voicemail on 10/29/24 and put the system on test so the phone calls would stop until we could process the cancellation. Even though per the contract terms Vector Security has until 11/17/24 to cancel this account, Vector will assure that the cancellation has taken place today - 10/30/2024. The account is now out of service and the open invoices are in the process of being removed from the account. It is important to remember that even though the account is cancelled, the security system can still make noises, especially if there are low batteries or other troubles. The system would need to be fully powered down to stop the noises, which is the customer's responsibility.   

  Customer Answer

  Date: 10/31/2024

  
  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.
  

  I did submit a written letter to my home office in Richmond in September, but I am guessing it was lost/ignored. 
  

  So glad I did receive a call yesterday and the customer service agent was very polite. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:12/27/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  HORRIBLE!! STAY AWAY!!!! Salesperson came out and was nice, but provided false information stating our front door and thermostat could be programmed into the system. Found at at install it could not be done. Install person was nice the day of, but failed to install the second monitored smoke detector. Took over a week to get acknowledgement of their mistake and another week to get scheduled. Then, appointment day comes and get a call stating technician was taking off and had to be rescheduled again. Now over a month of this nightmare, paying for something that we do not even have. No apologies or concerns on their part because they still get the monthly monitoring service. Have issue with camera installed out front but salesman and installation person refuse to answer calls or messages even though the left their cards stating we could call anytime we needed them. They care about you long enough to sign a contract and get installation, then you become NOBODY to them. I want the equipment installed that is in the contract, or void the contract based on breach. AND, if installed, I expect a credit for services we paid for while not having the equipment. ADDITIONALLY, I expect something to be done to rectify being lied to about the front door lock we have and thermostat we have being able to connect to the system when if fact it does not!!

  Business Response

  Date: 01/05/2023

  We are actively working with this customer to resolve the issues he mentioned and believe we will be able to satisfy the customer soon. 

  Customer Answer

  Date: 01/06/2023

  
  ****** ******** ******:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********