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:10/21/2024

  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 cant seem to get a hold of a person when my alarms have gone off . When I have an issue I try to notify my problem and I get put on a voicemail and when somebody does call back I pick up and its put me back on a voicemail option to leave a message. Last week I finally got a hold of general manager and she gave me her personal number and told me that she doesnt do this often in fact I and another company is the only one to have her number. So I called her this last week and left her a message on Tuesday and Wends. And she still hasnt called me back. I just got an alarm go off this morning at the school and called the emergency number and had waited 30 minutes to finally get someone and she would not work with me because I dont have a verbal passcode. I knew she wasnt going to help me even if I worked with the school for 17 months at least get my information on the call . Their phone system is terrible and they show lack of integrity to their customers. I one time called the National Account number and got a person right off the bat but when they knew that I didnt have that type of service they sent me to another system which again I had to put in a voicemail and again not getting an answer. This company is so secure you cant even get a hold of a person.

  Business Response

  Date: 11/14/2024

  Missy:

   

  We have recently and are undergoing a massive change in our phone systems as we prepare to integrate a new ERP system obviously, this has created some concern and hindered some of our communication methods. The fix is being worked on and should be fully operational in January.  Whenever someone calls into our office it will go to the next available if all are un-available it will go into the voicemail system, and we call that customer back. *** ****** stated to our office that we should place him as a priority and answer his calls always. We service over ****** customers, so that would be quite extensive for us to do and obviously unfair to the other customers.

   

  My ************* Supervisor was kind enough to give him her cell phone so we could better service him. However, in his message he stated she didnt answer on certain times or dates this is normal and as I looked back through that person was off on PTO and will not answer the cell phone while on PTO.

   

  We went back to 10/5 and showed no history of anyone asking for a verbal passcode on that date there was some activity, and a call was placed to *** ****** but the call went to his Voicemail.

   

  11/12 today, My ************* Supervisor spoke with *** ******, took care of his issue, and prioritized a service call for him in ****** and we are going there on Friday.

   

  Please let me know if you should need anything else from me.

   

  Thanks,

   

  **** Brown 

  General Manager

  Northeast OH

  -------------------------------------------------

  VECTOR SECURITY

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

  ********, OH 44406

  -------------------------------------------------

  P: **************

  C: ************

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

  
  

• Initial Complaint

  Date:08/21/2023

  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.

  [BBB transcription via mail, see attachment]Called to request service be cancelled because I am not able to use New System.Was mailed authorization of cancellation. Filled out and mailed back only to be told it was canceled but never happened. Never received any contract for 3 year period but later said it would be texted to me. This was after the cancellation was requested.

  Business Response

  Date: 08/22/2023

  The customer cancelled with us on 5/20/2023 to go to a competitor. Then in the same month, May 2023 - she called our sales department and asked to be re-instated. We upgraded her panel and gave her new equipment. Which we did for $0 dollars and the customer agreed to another ****** term. Currently has a past due balance of $99.42 and wants to cancel the contract. As per our agrerement we will hold to the balance of the contract. If the customer wants to discuss, please call our office at **************