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:03/03/2025

  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.

  I havent used their services since it was installed. I got a collection letter from them and have no clue why. They installed the system and it never worked. It would go off in the middle of the night due to "lack of cell service ". It would scare the h*** out of us and they couldnt get it to work. (mind you that was 5 years ago. We had the system completely disconnected due to the disruption and failure to get it work.

  

  Business Response

  Date: 03/03/2025

  This customer never called us for service. We added an antenna in 2020. He did not reach out to us until January 2023. At that time we scheduled him, but the wife said they would have to reschedule because she had to take the dog to the vet. We tried contacting them to reschedule, but they never responded. And he never told anyone that he wanted to cancel services, so we had no way of knowing that thats what he wanted.

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 23009885
  
  I am rejecting this response because: This excuse is unacceptable, its clear they know it isnt working and still bill us? This is unethical business practice and the account needs terminated immediately. We have not used your services and you could not fix it thus we do not use it and had it completely unwired due to its failures. They installed multiple cell communicators that didnt work and I get it that it doesnt go off in YOUR home so you dont care but 2am alarm going off waking up the house is not acceptable due to bad product. 

  Over promise and under deliver...
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 03/05/2025

  We would be more than happy to cancel the account for you but we need a notification in writing for security reasons. Please call the office and we can start this process. ************

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 23009885
  
  I am rejecting this response because: send where the written letter needs to go to and clarify if they are waiving this bill. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 03/05/2025

  Please call our customer ******************* ************ and they can assist you with the cancellation once your account is verified by you. They can provide you with any additional information needed to process a cancellation. 

• Initial Complaint

  Date:02/05/2025

  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.

  I had no issues with ADT. *** had many problems with Vector - daily problems. The cameras dont work intermittently, the WiFi disconnects nearly every day, smoke alarms are not working, automatic lights are not working as examples. My WiFi is the fastest and strongest *** provides - and no other products (tv, Sirius, phone, etc) have issues or disconnect. I do have emails and alerts showing these failures. They are coming out in 8 days to hopefully correct these issues. To be fair, I couldnt make an appointment offered on this Friday. Despite these issues, they will not release me from the contract. I never should have switched.

  

  Business Response

  Date: 02/20/2025

  Customer was serviced on 2/7/2025 by installing service provider.  Service provider replaced smoke detector and added a Wi-Fi extender to resolve camera issues.

• Initial Complaint

  Date:11/19/2024

  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.

  I have an alarm system w vector. A few months ago I added a garage door sensor to my system that I pay extra for. Ive been receiving a low battery signal from the sensor. After an hour of the signal being sent vector called me and my mother multiple times to report the low battery. By the time they called the signal had already been cleared. Ive left over a dozen messages requesting a call back and service on my account. I even filed a support ticket. No one has called me and you cannot get through. Every time I call Im on hold for a ridiculous amount of time then it goes to voicemail. Ive only been able to get through to the monitoring station and they cannot help with this issue. I pay good money every month for this system . It is ridiculous that you cannot get through for assistance and no one will call you back. Obviously there is an issue with the battery in the new sensor they sold me. I paid an additional fee for this equipment plus extra a month for this service. If I cannot get through for help with my system whats the point in having them

  

  Business Response

  Date: 11/21/2024

  Customer is schedule for service on 12/3/24 between 4-6PM

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22577257
  
  I am rejecting this response because: while the repair was set up no one from vector customer service called me to explain why it took 18 messages, 2 weeks to get a call back. The response time on the alarm was unacceptable as they didnt call for over an hour after it was triggered. The same thing happened today and it called me once and left a message. That means if it was an active alarm and I didnt answer because I was being robbed Id be dead and not responding to this complaint. I want someone to call me from there executive team to explain these mistakes and why I should keep there service. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 12/17/2024

  We apologize for the problems you encountered with trying to reach out to Vector.  At that time, we were upgrading our phone system and had some bugs.  Can you confirm the number you were calling so we can make sure there are no issues with that number?  Due to your frustration over the past month, we will issue you a credit for 2 months.

• Initial Complaint

  Date:09/20/2023

  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.

  Front door sensor gave bypass 09/11 contacted support system was reset called 09/13 same issue was told a fee and would need to miss work for service appointment after hours appointment would be $91 plus per hour I said no and would be canceling called 09/20 requested to cancel was told cancel department was at lunch and would put in for a call back called back to cancel account spoke with ****** who entered cancel requested later 09/20 I received email would be cancelled 5 business days received call for technical support which I did not request was transferred back to cancelation and was told only one person handles cancellation so it would be done in 5 days I told them I have already over paid snd wanted account cancelled immediately was told thats there policy since one person handles cancels I am not under contract and wanted it cancelled immediately. I want 1 month refund time and lack of assistance with defective equipment and continuous calls to Vector

  

  Business Response

  Date: 10/18/2023

  ************************* and *********************** entered into a 36-month agreement with Vector in January, 2020. The agreement states that, The initial term of this Agreement is three (3) years commencing on the day the installation or service begin, and will automatically renew for continuous month-to-month terms unless cancel by either of us in writing at least thirty (30) days before the end of the initial term or any renewal term.
  The process to fully terminate an account does take up to five business days. **************** notified Vector Security of her request to terminate services on 9/20/2023. The account was paid through 9/30/2023. Vector Security regrets that **************** has chosen to terminate her services and as a courtesy will not hold responsible for a full 30-day notice. However, no refund will be given in accordance with the signed agreement the customer signed. 

• Initial Complaint

  Date:05/22/2023

  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 changed Reuters and my camera doesnt work. They told me that I have to reset the camera myself, not how to do it. I tried called tech support and it didnt work. So I told them that I no longer wanted the camera, but they are still charging me for it. They said they could send a tech out but at a cost..So I decided to cancel the camera. They took the camera off my bill, but still are charging me for it. I feel I shouldnt pay for something Im not using. I either want them to reinstall the camera with the new ****** or take the camera off my bill.

  

  Business Response

  Date: 06/06/2023

  After numerous attempts via phone to contact the customer to resolve this issue and schedule on site service to rectify the problem,  we have yet to received a call back from the numerous messages we left to schedule that service call. We've also attempted to reach out via email with the same results. We are standing by to assist this customer and resolve their issue once they return our call/email so we can get this scheduled. 

• Initial Complaint

  Date:12/29/2022

  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.

  Services have been out for over 4 months and no resolve but I have been continuously billed. Tried to cancel contract and was told I would still have to pay the balance of the contract. Requested a technician on numerous occasions.

  

  Business Response

  Date: 01/04/2023

  Customer had a service issue in April which Vector Security did service.

  There were no issues reported until September when the panel reported a power failure. Vector Security attempted to contact the customer but did not hear back from him until late October, however the job was not scheduled at that time.

  Vector Security has continued to reach out to the customer without response. Customer reached back out to Vector in December and the job is rescheduled for today, January 4, 2023.

  Vector Security has been making attempts to resolve the issue for the customer. No credit is due at this time.