Complaints
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Initial Complaint
Date:05/06/2025
Type: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.
Have been a Vector home security monitoring service customer for the last 18 1/2 years at current address.
Called to request cancellation by phone on May 1, 2025 - "Lynn" 878 242 0579.
Was told to email cancellation request, which was done on May 1, 2025.
No response was ever received by Vector to phone or email cancellation.
Vector is continuing to bill for service, as shown on invoice #******** received on May 6.
See attached copy of cancellation and invoice generated days later, for service that was cancelled.
Vector must 1) correct this erroneous invoice 2) cancel service as requested and 3) provide documents showing this, to resolve this complaint.
Business Response
Date: 05/20/2025
Account has been reviewed. Cancellation was processed correctly for May 15th as requested.Customer Answer
Date: 05/21/2025
[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 Administratively Resolved]
Complaint: ********
I am rejecting this response because:
Vector generated invoice, # ******** for service from
5/15 - 6/14. This for 1 month service after the account was closed.
We need something from Vector showing this invoice has been
removed and account closed with ZERO BALANCE, to close the
complaint.As of right now Vector shows this invoice as "unpaid".
Thank you.
****** ******Business Response
Date: 05/27/2025
The billing process for May 15 thru June 14 had already initiated on May 1 with invoice ********. Upon cancel on May1 this invoiced was also cancelled. Her last invoice, #******** was paid on May 1. Her account balance is $0, invoice ******** can be disregarded.
Please contact the offices of Vector Security with any other request and we will be happy to assist.
Thank you
Initial Complaint
Date:04/24/2025
Type: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 have had service with this company for over 20 year, recently they enacted a 20.00 service fee even though I pay extra for a service agreement. They claim it to be a deductible, I however see it as a hidden fee and claim they also do not disclose this fee when selling their service to new customers.Business Response
Date: 04/28/2025
A solution has been reached with the customer care team, branch office and Mr. **** to provide repair service for his location.
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