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

  4360 Oakes Rd STE 615 Davie, FL 33314-2227

• 

  Vector Security, Inc

  9456 Philips Hwy Suite1 Jacksonville, FL 32256

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:04/03/2025

  Type:Billing 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  I originally made a complaint about being for services I do not recieve as Vector could never get my alarm system to work and it would go over at 2am waking our family due to no cell service. They tried to bill me more and I disputed and spoke to the customer advocate **** and sent the letter as requested. Now I am receiving collections calls after they said they would remove the bill. This is harassment

  Business Response

  Date: 04/08/2025

  The letter you received was in error and you do not owe Vector for that invoice. You have no balance with our company. If you have any further issues, please call out local office at ************.

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23156949
  
  I am rejecting this response because: I am receiving phone calls and not letters. They are stating that I owe you money. You are responsible to notify the collection company of this correction. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/21/2025

  All appropriate parties have been notified to stop all collection calls and there is no balance showing due any further on this account.  

• Initial Complaint

  Date:11/18/2024

  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.

  Our security system cameras havent worked since hurricane ******. We have submitted service requests as well as called multiple times with no help or answer while still continuing to pay for two months. We just want our cameras fixed

  Business Response

  Date: 11/21/2024

  Service was completed on 11/19/24 and issues have been resolved.

• Initial Complaint

  Date:04/25/2024

  Type:Product 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.

  Date of Transaction: January 2024 and 3/13/2024 Amount paid: $300.00.Vector Security which is a *************** but registered in ******* (P.O. *****************************), is engaged in scheming older residents in *******. They are not a friendly company. My alarm went off and the representative wanted to know if everything was fine at my resident. The representative as for my password and I provided it and told her not to send the police. The representative did not say that password was incorrect. I went out and when I got home there was a police card affixed to my front door saying that they responded to an alarm. I wrote the Port St. ***** ***************** and complained that their visit was not warranted, and I should not be charged for that visit. They said that I should take it up with Vector Security. Vector Security said that it not them who called the *****************. No one wanted to take responsibility and so I was sent from one department to the other.I spoke with ******************* of the Port St. ***** False Alarm **************************** and sent here a complaint letter. She told me that she would contact vector Security and get back to me. The next time I heard from them is with and email stating that I owed $300.00and if I didn't pay the balance within 30 days, they would send my account to the collection agency.I sent email after email to dispute these charges, and they promised to resolve the issue. When I contacted Port St. *********** Alarm **************************** on April 24, 2024, they told me that my balance was $300.00, on account ******. I believe that this is all a scheme to defraud the elderly of their hard-earned money. They installed a small security keypad with small numbers. They know that residents can forget their password at times, and if you forget to give them the correct password, even though you tell them not to send the police, they will ignore your request and send the police anyway, in order to make money.

  Business Response

  Date: 05/01/2024

  Good Morning *******!

  I understand your concerns.

  Vector Security has been providing peace of mind to homeowners for over 52 years.

  Congratulations on the purchase of your new home in *************. When we came out to activate the alarm, you were given multiple documents. I've attached a few of them. !st on 12/8/23 you signed the Customer Acceptance Checklist and 2nd is the Residential Purchase and Services Agreement that states in paragraph 10. False Alarms are the responsibility of the homeowner.

  Both times your alarm went off it was the door leading to the garage. Monitoring Center called and the password given was incorrect. When they ask for the password, they can't see what the correct password is. They type what you tell them and it says correct or incorrect. If the incorrect password is given, they dispatch police because they believe you may be in distress.

  Your alarm went off and we called. They asked for the password and unfortunately the incorrect password was given and police were dispatched. The proper procedures were followed to protect you and your family. I understand you don't like the result. 

  Please contract our office to change your password.

  I appreciate your understanding and hope this helps.

  Sincerely,

  *************************

  General Manager, Vector Security

  Customer Answer

  Date: 05/02/2024

  According to Vector Security representatives response, it is precisely the point that I trying to make.  He stated that They cant see what the correct password is. They type what you tell them as it says correct or incorrect.
  When the ***************** called me and ask for my password, I gave them the keypad password. If that is the incorrect password,they should tell me that its incorrect.
  I told the caller that I inadvertently set of the alarm and not to send the police. Since that was no response to the incorrect password,I assumed that everything was fine, only to find a police card affixed to my front door.
  I want the Vector Security representative to imagine a scenario that he logged into his bank account and type the wrong password and his bank locked his account because the password is incorrect.
  I was never given a False Alarm Report verbally or documented. This is a requirement according to:
  Port St. ***************** Reduction Program Ordinance - Section (h) (2)     Response to alarms; determination of validity.   (Please see Exhibit 1) Attachment.
  I filed an appeal of the charges on March 13, 2024,and my appeal was not handled in professional manner according to:
  Port St. ***************** Reduction Program Ordinance - Section (k) (1) Appeals process (Please see Exhibit 1) Attachment.
  There were two reported false alarm:
  January 17, 2024
  March 12, 2024
  I was charged for three false alarms, a total charge of $300.00 (three hundred dollars). However, according to:
  Port St. ***************** Reduction Program Ordinance Section (i) Classifying alarm; fees charged. (2) There shall be a fine charged for false alarms according to the following schedule during a rolling twelve-month period. (Please see Exhibit 1)Attachment Docs.pdf.
  The table clearly stated First Law Enforcement $0.00, Second $100.00.
  I would like an explanation, why I was charged $300.00, and threatened that if I didnt pay by the specified date then my account would be sent to the Collection Agency.
  I have spoken to a number of my neighbors, who refused to use the Vector Security system installed in their homes. They either dont know how to operate the keypad or they want the headache of the police coming to their house and they are being charged for it.
  This is a 55+ Community, and I believe that the alarm system was setup in such a way as to deceive the community, so that they profit financially each time the alarm user makes a mistake by giving the incorrect password.  

  People are bombarded with lots of passwords in this technological age. If the ***************** asked for a password and you gave an incorrect one, they could communicate to you that it is incorrect, instead of giving you the feeling that everything is fine, only to find out that you are indebted for these charges. 

  They have not provided a street address for any form of communications, as mentioned in Section (10) of the said Ordinance.

  
  

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21620004
  
  

  According to Vector Security representatives response, it is precisely the point that I trying to make.  He stated that They cant see what the correct password is. They type what you tell them as it says correct or incorrect.
  When the ***************** called me and ask for my password, I gave them the keypad password. If that is the incorrect password, they should tell me that its incorrect.
  I told the caller that I inadvertently set of the alarm and not to send the police. Since that was no response to the incorrect password, I assumed that everything was fine, only to find a police card affixed to my front door.
  I want the Vector Security representative to imagine a scenario that he logged into his bank account and type the wrong password and his bank locked his account because the password is incorrect.
  I was never given a False Alarm Report verbally or documented. This is a requirement according to:
  Port St. ***************** Reduction Program Ordinance - Section (h) (2)     Response to alarms; determination of validity.   (Please see Exhibit 1) Attachment.
  I filed an appeal of the charges on March 13, 2024, and my appeal was not handled in professional manner according to:
  Port St. ***************** Reduction Program Ordinance - Section (k) (1) Appeals process (Please see Exhibit 1) Attachment.
  There were two reported false alarm:
  January 17, 2024
  March 12, 2024
  I was charged for three false alarms, a total charge of $300.00 (three hundred dollars).  However, according to:
  Port St. ***************** Reduction Program Ordinance Section (i) Classifying alarm; fees charged. (2) There shall be a fine charged for false alarms according to the following schedule during a rolling twelve-month period. (Please see Exhibit 1) Attachment Docs.pdf.
  The table clearly stated First Law Enforcement $0.00, Second $100.00.
  I would like an explanation, why I was charged $300.00, and threatened that if I didnt pay by the specified date then my account would be sent to the Collection Agency.
  I have spoken to a number of my neighbors, who refused to use the Vector Security system installed in their homes. They either dont know how to operate the keypad or they want the headache of the police coming to their house and they are being charged for it.
  This is a 55+ Community, and I believe that the alarm system was setup in such a way as to deceive the community, so that they profit financially each time the alarm user makes a mistake by giving the incorrect password.  

  People are bombarded with lots of passwords in this technological age. If the ***************** asked for a password and you gave an incorrect one, they could communicate to you that it is incorrect, instead of giving you the feeling that everything is fine, only to find out that you are indebted for these charges. 

  They have not provided a street address for any form of communications, as mentioned in Section (10) of the said Ordinance.

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

  Business Response

  Date: 05/28/2024

  Good Morning ******************!

  We understand your frustration. Again, we are not affiliated with the city of **************

  We take the responsibility of securing you and your family very seriously. If the monitoring center calls because your alarm is going off and you give the wrong password, their responsibility is to dispatch the police. If you give the wrong password, they believe you are in distress. 

  I would be more than happy to discuss your concerns further. You can call me anytime, ************.

  Thank you for your consideration.

  *************************

   

• Initial Complaint

  Date:02/03/2023

  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.

  I live in ************** in ************. Vector security was the monitoring agent for the community and was replaced or lost there contract to ADT the new monitoring agent. Paid Vector for all the monitoring they have done up until Jan 1, 2023, which is when ADT took over. I WROTE VECTOR A FORMAL LETTER EXPLAINING my community is switching over and will be getting service from ADT. I paid Vector for everything up until Jan 1, 2023 that's 1 full year. Vector claims I owe them 2 more years of service, for what? They no longer can provide service, they are not the monitoring agent.In fact After writing Vector they said they owed me for one month for over paying, now they are harassing me for two more years? There are 705 homes in ************** in ************ ***. About 75 homes have a similar situation as mine. Vector is strong arming me and Im burning up about it because they want to ruin my credit as well. If they no longer provide service I owe them nothing more!!!!*******************************

  Business Response

  Date: 02/17/2023

  Good Morning!  We apologize for the inconvenience you are experiencing. 

  January 24th, 2021 you signed a three year agreement for additional services.  The agreement states; if you cancel before the agreement is up, you are responsible for the balance of the agreement.

  As a courtesy, we are removing the debt from your account.  Please allow 96 hours for the process to be completed.

  Thank you and have a great day!!

  Sincerely,

  *************************

  General Manager