Complaints

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:10/16/2024

  Type:Customer Service 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.

  Can we get a cancel buttonI just want out. Ive called. Ive lettered. Ive left voicemails. ******. ******. ******.

  

  Business Response

  Date: 10/18/2024

  We have reached out to this customer to discuss cancellation and believe the issue is resolved. 

  Customer Answer

  Date: 10/18/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I had to continuously call and they finally cancelled. Others should know how hard it is to cancel this service. 
  
  Regards,
  
  ***** ********
  
  
  
  
  

• Initial Complaint

  Date:10/13/2024

  Type:Customer Service 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.

  My ex partner and I have been using Vector security since 2021 and are wanting to now cancel their services as our contract is currently up. I have tried getting in contact with them multiple times trying to figure out what my "verbal password" is because I apparently need that in order to cancel their services. I had been redirected so many times to the point I had called multiple days because I wasn't being helped till I finally spoke with a woman who said she could have an employee email me my verbal password, she said it would take probably 24 hours at the least which I understand it however has now been a week and I am tired of getting the run around, I just want this service cancelled and it is more hassle then necessary.

  

  Business Response

  Date: 10/14/2024

  We apologize for the delay in sending over the verbal password. This was emailed to the customer today, October 14th. 

  Customer Answer

  Date: 10/14/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID 22418182, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
  
  Regards,
  
  Gretchen Kraehmer
  
  
  
  

• Initial Complaint

  Date:07/01/2024

  Type:Customer Service 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.

  Ms. ******** She is very sarcastic, rude, and mean in a nice nasty way. I called today to speak to someone about my cameras being turned off. I spoke with her and again we get into a verbal aggressive disagreement . We did the same last week . I am almost twice her age and I am a Veteran. She was rude last week as well. I asked how much did I have to pay and she told me the least amount I could pay. I did that last week. I call today and she tells me that after 60 days cameras are cut off. Well she is a liar. My account is mostly always 60 days past due. It has gone many times to 120 days over due but I always pay it up ****************** will vouch for me on that. I always pay it up . I believe that because I am a Black woman and in the prdicament that I am in she choose to cut it off because she can. My recprd will show that my cameras are not turned off at 60 days. This week she laughed in my face when I asked to speak to her Supervisor . Well it was a laugh as if to say lady we all stick together around here. I told her I did not ever want to speak to her again on the phone. I would like her Supervisor. The Supervisor ***************** called back. She was direct and explained about the 60 days . Well she looked into the account and said yes it has been cut off before but said nothing about how many times my account has been in 60 days past due and had bot been cut off. I am just saying . I have been a Supervisor during my life as well I would look into the matter instead of just agreeing with my employer . I would see why all of a sudden it has been cut off this week and not other week. I also asked for the e mail or number to the **************** and ************** told me that it would do me NO good to call Corporate that would just send it back to her. What kind of mess is that .? First I di not ask you that ? Second that is my choice. Third that is not a answer to give a client of 3 years. This is terrible . This phone call was held at 4:06 p.m.

  

  Business Response

  Date: 07/08/2024

  We reached out to the customer directly to resolve her issues. She told us that she is now satisfied with the situation. 

  Customer Answer

  Date: 07/08/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *********************
  
  
  
  

• Initial Complaint

  Date:10/15/2023

  Type:Order 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.

  I signed a contract February 27 2023 with Vector Security which stated that they were to install security cameras that would effectively ********************* of my property as I had a previous break in which continued up thorough out June of 2023. The cameras were installed sometime in mid March and were paid for in advance- about $500. The surveillance was $20 for 3 years. I cancelled the subscription on April 19, 2023 with a certified letter because my house was being accessed when I was not there and things were tampered with and my identity was stolen- passport, social security cards, mother's will, car title, birth certificates and it continued on until I had to get a safe box away the house. I notified the *** also as pictures in my house were tampered with weird things like stickers were left around the house, etc. I had 3 police reports done. I also had to leave the area for a month. Unfortunately the cameras just did not do the job in surveillance and they were easy to block with LED light as I tested them myself. They seemed really non modernized and out of date- many times they would confuse animals with people also. Vector Security asked that I pay a portion of the cost and finally sent it off to ****************************************************************- a collection agency in ********* ******** who have dinged my credit report. I want these guys out of my hair and my credit back to normal. I'm even sending them back the cameras that I paid for - which are worth over $500. The collections company is **************- I called them but they never called me back. I sent them a cease and desist letter. ***************** is the manager at Vector in Richmond. Thank you, *******************************

  

  Business Response

  Date: 10/23/2023

  While we do not agree with the claims ****************** has made about our company or our equipment, it was decided to remove the balance owed and close the account with our outside collection agency on 10/12/23. It is our understanding that the collection agency already notified her of this decision. Also, this was not reported to any credit bureau, so it has not affected her credit rating in any way. 

  Customer Answer

  Date: 10/24/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *******************************