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:03/06/2023

  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.

  My contract with Vector security is up and I decided due to their price increase in Jan 2023 and the fact it's absolutely awful to get a hold of someone at vector and/or get a question answered that I was switching companies after over 6 years. I spoke with ******************************* on Feb 1st, and she emailed me a form to fill out to have the system monitoring and billing stop. I filled out the form immediately. ******* stated that I would receive a confirmation email ASAP for the system monitoring cancel (I received nothing) I called and was transferred several times and finely left a message for the cancel department (no callback) I called back again, and I was told by ******* that I was canceled, and I would receive a confirmation (again...nothing) My new company took out my Vector system on Feb 18th. I called Vector after still not getting any notifications of my system being monitoring being cut off on Feb 27th - They informed me that my monitoring was canceled as of that day. I said how is that possible since my system was taken out of my house the week prior - If someone was "monitoring" shouldn't I get a call that my system was removed? The agent had no answer. I checked my account and had a $0 balance - (never paid late in the 6 plus years I had vector as a company) HOWEVER I have received letters for past due amounts in the amount of $60.23, $180.79, $161,22 and I got my finial notice on 3/4.23 for $125.84. After calling in multiple times over hours on the phone I was given ******************************* in accounting - She said my bill is absolutely wrong and stated it should be $54.95 - The 4th or 5th different amount I was given after I was told I was paid in full. I agreed to pay the amount just for the issue to go away. ******** sent me an email that I was again - Paid in full. I again got a letter for amount past due of $125.84 that has my $54.95 payment was included. I reached out to ******** 3/6/23 again and she stated I was good but to "Please call us to speak with someone regarding bill. Thank you!" Then soon after emailed me back stating I was paid in full. This company is an absolute mess - I don't want to see a bill go to a collection especially when I don't have a bill! I have all the emails and letters - I also called form my work phone that is recorded. I have everything showing I am paid in full including multiple emails. I don't know what to do.

  Business Response

  Date: 03/31/2023

  Your account is paid in full and no other money is due.  

  Customer Answer

  Date: 04/05/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I am still getting notices that I owe money - I need a dated letter to state I'm paid in full.  
  
  Regards,
  
  ***************************************

  Customer Answer

  Date: 09/05/2023

  I have had no communication from the company.  Vector has stated that my bill has been paid in full several times, However I have still received bills in the past with different amounts due.   I requested to have a letter sent to me from them stating its paid in full to protect my credit from any of their future billing issues.   

  Business Response

  Date: 09/14/2023

  Verified account is closed and no money is owed.  Emailed customer stating this.

  Customer Answer

  Date: 09/15/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Vector has emailed me a letter stating account is paid in however its generic and does not include my full name or account number.  The letter is also not signed.   This is something I could make.   This does not suffice.   I want to make sure I am protected from any negative credit hits or collections from this company due to their poor service and account management.  My account was never past due and always paid for the length of my entire contract.   
  

  Regards,
  
  ***************************************

• Initial Complaint

  Date:10/03/2022

  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.

  On 10/03/2022 (today) I requested to cancel service and was told I would get a callback from retention. I received a call from a woman claiming to be a Supervisor at 5:26pm the same date. I explained I want to cancel security service because I moved out July 2022 and the property is now a rental and other people are living there. I do not need the service. I currently do not have a permanent address I am temporarily staying with parents until I find another property. I was told I was in a 5 year contract and penalty would apply of the remainder of the contract through 11/01/2023 an estimate of about $550 or more. I did not agree to such a long term contract. The salesperson that knocked on my door in 2018 (less than a month after I purchased property at ************************ Kannapolis NC  *****) discussed the features benefits and monthly fees and he never mentioned a 5 year contract. He asked for my information and I signed what I needed to sign on his tablet. I did not call this company and request their service, I did not find them online, this man knocked on my door. I shouldn't have to pay for a service I am not using and cannot transfer since I do not have my own home. My plan for this property was to turn it into a rental in less than 4 years which I have done. I want what's fair and a full cancelation without charges fees penalties and they can pickup their equipment. Respectfully, *****************************

  Business Response

  Date: 10/13/2022

  Customer signed 5 year agreement on 11/01/2018 agreeing to pay $44.95 for 60 months which is stated on line 2.3 of the contract.  Customer is keeping house as a rental and not selling home.  Customer will be held to terms of agreement.  We even offered to reduce the remaining balance of the contract 25% which customer declined.

  Customer Answer

  Date: 10/20/2022

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Sales representative never talked to me about a 5 year agreement. He asked for my information to sign up for services and told me to sign on his tablet. Why would they have an agreement with third party sales team and not be held accountable for their practices. I think it's unfair to the consumer where a 5 year term is never mentioned during sales pitch. My intention for the property was to rent in 4 years which I have done. I received a call to confirm whether or not I was going to pay in full or keep the service and pay monthly. I was not advised the call was in response to my BBB complaint, I was told I should have read the terms that were emailed to me after I signed the agreement because I had 3 days to cancel, which is another point that was not discussed during sales pitch. I think your company has accepted a malicious sales practice with third party they contract for getting new business. And they justify it by saying they are not responsible for what sales team does and trap the consumer into a contract. I am asking what is fair, canceling a service I am not using without penalty. I am NOT asking for a refund. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:08/15/2022

  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.

  I had been a customer of Vector Security since March 9, 2016. I have NEVER signed or agreed to ANY CONTRACT!! November 2021 I was told that they converted to new equipment and a serviceman will come to the house to install the upgrade. This was done. However, on 4/13/22 I noticed that the all of the cameras were non-functional and my monitoring was not working. When I called their service department, I was told that my old cameras do not work with their new upgraded system. I was shocked because the serviceman came to the house and did NOT ensure that all of my equipment was functional. I had been paying for service from December of 2021 through April 2022 with equipment that was NOT connected. I had NO service for 4 months! I was dissatisfied that they knew my equipment would not work with their upgrade and no one told me or upgraded the cameras or CARED. But they were happy to bill me but NEVER came to fix it. On 4/13/22 I called to cancel my services with Vector. I was NOT under any contract. They refused to cancel my services and sent me to a retention specialist to hassle me not to. On June 16, 2022 I was contacted by their billing department for a past due balance. I explained again to no avail that I had requested a cancellation in April and please stop billing me. I had to put a stop payment order in so that they would discontinue automatic withdrawals from my bank account. They would just hang up on me and continue sending me bills and collection calls. I received an invoice this week for $370.00 in past due monthly payments since April. No matter how much I beg or complain, they refuse to cancel the service and still bill every month despite my request to cancel. I am reporting Vector Security because of the poor customer service I have experienced with them even though I have been a faithful paying customer for six years. I paid for Jan-Apr but did NOT have service.

  Business Response

  Date: 08/25/2022

  We do not service this customer at our Northeast PA office.  We have no way of even researching the customer's complaint.  This needs to be directed to our Dealer Division:  **** ****** *****, Fairfax VA  *****

  Business Response

  Date: 08/30/2022

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

  Customer Answer

  Date: 09/02/2022

  [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 ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************