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Business Profile

Burglar Alarm Systems

Vector Security

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Burglar Alarm Systems.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/01/2023

    Type:Order Issues
    Status:
    Resolved
    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 a security system installed at my previous residence, *** ***** **** *** ******* *** ***** on 8/12/16. Signed a 3 year contract for $49.95/month. After the initial 3 years, I continued service on a month-to-month basis (for 2 years). In 2021, we began experiencing issues with our service. The wall panel would beep intermittently to notify that there was no connection. At first I thought it could be an internet issue, but when it began occurring more frequently, I contacted Vector. I was told that the system and panel required an upgrade or else I would no longer be connected with monitoring services. I set up an appointment for the required upgrade and they sent me the paperwork on 11/5/21. I was told that I was required to sign a new 3 year contract or else they would terminate my service. I reluctantly signed the contract on 11/8/21 for the same fee of $49.95/month. In June 2022, I sold my house and requested to terminate service on 7/1/22. I was told that the new owners would be contacted and if they decided to continue service, the remainder of the contract would be transferred to them. If not, I would be responsible for paying the monthly payments for the remainder of the contract, totaling $1,348.65. I did not receive any further communication from Vector after this. In January 2023, I began receiving calls from a collection agency. I checked my Vector account (*******), which is now showing a $0 balance and a paid invoice for the balance (I assumed by the new owners). In February 2023, more collection calls, so I call Vector to determine if it's a scam. I discover they sent my account to collections, without even bothering to attempt to settle the charges with me first. So after being a customer for nearly 6 years and paying a total of $3,546.45, this company has created potential credit issues for me because of a contract I was required to sign for an upgrade I didn't want and a bill I wasn't even asked to pay. An honest company wouldn't do this.

    Business Response

    Date: 03/01/2023

    Account will be pulled from collections and no money due to Vector.

    Customer Answer

    Date: 03/02/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]


    Better Business Bureau:


    I have reviewed the response made by the business in reference to complaint ID 19520751, and find that this resolution is satisfactory to me. 





    Regards,



    Brittany Hill




     

  • Initial Complaint

    Date:11/30/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    When I purchased my home. I already had security equipment included in the sale of the home. A vector agent reached out to me within a week (around 8/11/2020). And showed up at my house within the next 2 weeks. While he was here he told me he would give me 2 cameras added to the multiple other security devices that were already included in the home. In exchange he said I had to sign up for a 2 year contract. I have never even seen this contract and did not sign it. I was told he would sign it for me. Within a couple weeks I received a voicemail from someone claiming to be his boss. They stated they made a mistake and that I had to sign up for a 5 year contract. I did not call back because I did not want a 5 year contract. 2 years passed and I let them know via email that I would not like to continue the relationship. This email was sent July of 2022. When I sent that email I received a threatening email saying I agreed to a 5 year contract and that they would send me to collections. I responded letting them know I only agreed to a 2 year contract and will not be paying. Then today 11/29/2022 I receive a call from a lawyers office who got irate with me over the phone telling me this didn’t happen when I went to confirm the name of the office they hung up on me and didn’t even have my email address. Beware of this business it does not need your consent to “upgrade” your services.

    Business Response

    Date: 11/30/2022

    Account has been terminated and no money owed.

  • Initial Complaint

    Date:11/21/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 this company since 2020 and was under a contract. Since I have had this service I've been having problems, I have had numerous of technicians that has came out to look at the service. It work for a little while and went back to the same problems with my cameras not working properly. We have been experiencing all different issues with this systems. This last issues I was suppose to get some credit on the account and it was not given to me, I just had my mom pass away and could deal with the situation. now my service is off for non payment. Please help, I have invested a lot of money with this company for a service that they sold me that did not live up to what I paid for. Thank You..

    Business Response

    Date: 11/30/2022

    We have spoken with customer and resolved issues.

    Customer Answer

    Date: 11/30/2022


    [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:



    Regards,


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

     

    This issue is still not fix. I am still without service and is being force to sign up for a new contract and pay off old contract for a service that I was not satisfied with. I feel as thought I was taking advantage of.







    Business Response

    Date: 01/10/2023

    Account has been terminated and no money is owed to ****** ********.

Vector Security is NOT a BBB Accredited Business.

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