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#10
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Vector Security

Biggest Customer Gripe: Bad Customer Service (read reviews)

Our Score
6.8
User Score
2.9

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Our Score
6.8
User Score
2.9
Rank this Company

Ratings Breakdown

Price

Monthly payment
$39.95

Up-Front Costs

Activation, Install & Equipment
$0

Technology & Equip.

10/10 = BEST
10/10

Contract Length

Total # of months
36-60

Cancellation Policy

Can you cancel contract?
Fees May Apply

Time in Business

Total # of years
24

A+

Customer Support

Good, Bad, Limited
Bad

SDM Rank

Top 100 Company Rank
9

Number of Reviews

User reviews here on BHSC
72

This Review is maintained by Chase Sagum

Review Last Updated: November 29, 2016

Vector Security has been providing both home and business security solutions for over 40 years. The company has taken home several awards for its equipment and service, including the 2015 Dealer of the Year award from SDM Magazine. The company provides a number of home security and home automation devices at zero money down, and promotes both positive and negative customer reviews on its site; however, Vector security is also much more expensive than industry leaders, and its limited availability and poor customer service may prevent the company from being a first choice in home security.

Rank Chart
User Rating
Monthly Price
Upfront Costs
Review

#1

8.3
$44.99
$99-499

#2

8.6
$43.49
$35

#3

7.2
$14.99
$229.96

#10
vector_security-130x130

2.9
$39.95
$0

The Good

  • False Alarm Protection
  • Home Automation Options
  • CloudControl™ Video Recording
  • No Upfront Costs
  • Promotes Honest User Reviews

Vector Security provides regional and national security monitoring services to both individual and business clients through the use of landline and cellular monitoring systems. These systems ensure that service is never lost due to technical issues with phone lines or the power grid. This company has also been recognized nationally for its false alarms protocols which greatly reduce expense for homeowners and authorities alike. Furthermore, the company offers extensive educational resources through their online site to assist customers with a wide variety of security issues and technical questions.

In addition to some impressive home security features, Vector Security also provides automated devices that can be controlled through a mobile app. Customers can monitor and control lighting, appliances, locks, and cameras. Vector Security’s CloudControl feature allows customers to save recorded security camera footage to a cloud account. Other home security companies may require you to save videos to a personal computer, or another location with much more limited memory. And as Vector Security provides professional installation, the fact that it charges zero upfront or installation costs is noteworthy.

Vector Security features a number of actual user reviews on its website through a third-party service called Trustpilot. While a majority of the reviews are quite positive, Vector Security also features some negative user reviews as well. While we cannot necessarily confirm the authenticity of these reviews, or the relationship between Vector Security and Trustpilot, this effort to promote honest user reviews at least demonstrates Vector Security’s recognition of the importance of online reviews.

The Bad

  • High Monthly Costs
  • Contract and Cancellation Policy
  • Limited Availability
  • Poor Customer Service

Vector Security’s monthly monitoring fee is much more expensive than other home security companies, and its starting package costs nearly twice as much as that of our top company. Vector Security requires customers to sign up for a 36-month contract, while other companies provide much shorter contracts or no contracts at all. And if customers desire to cancel their services before the contract expires, they will be required to pay 100% of the remaining balance, which could potentially cost hundreds of dollars. Other companies only require 20% to 80% of the balance. Vector Security has licenses in only 32 states, while top home security companies boast a nationwide presence.

Vector Security consistently has problems with customer service. These problems stem from personal accounts and not from the business or national accounts. As such, it would appear that the company is far more concerned with major accounts than with the individual customer.

The Bottom Line

Customers should be comfortable trusting their home security needs to Vector Security. The company keeps to industry standards in terms of equipment, home automation capability, and monitoring options. And the fact that Vector is promoting both positive and negative reviews on its website is a solid attempt at online transparency, which few home security companies truly achieve. Unfortunately, Vector security is also considerably more expensive that other home security companies, and the number and variety of customer complaints suggest that customers may not receive the attention or responsiveness they need. Customers are strongly encouraged to investigate other home security companies with better customer service before making a final decision.

Year Monthly Revenue Subscribers RMR From Previous Year Full-time Employees
2013 $11,100,000 268,331 Up 1,106
2012 $10,200,000 250,757 Up 1,033
2011 $9,640,000 243,093 Up 978
2010 $8,450,000 451,182 Up NA
2009 $7,700,000 199,077 Up NA

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72 Vector Security Reviews

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  1. User Score
    0
    December 6th, 2016 Rocky River, OH
    0 people found this review helpful!
    gis company absolutely blows they ruined my credit rating becuase they refused to to comply with their contracts and I refused to pay for cut rate service provided by bullies. their debt collectors are apparently bullies too Ill be filling with the better business and anyone else who are interested !
    Read More
  2. User Score
    2
    December 2nd, 2016
    0 people found this review helpful!
    Slow response when the alarm has inadvertently gone off. Slow response for customer service. Did not tell us about the 5 year contract and unfortunately we didn’t read the long tiny-print when we started. Also told us when we called near the end of the 5 years, that we could continue on a monthly basis. Again there was small print in the original contract that the contract automatically renews for 1 year each year after the initial contract ended.
    Read More
  3. User Score
    0
    November 11th, 2016 Forsyth, GA
    0 people found this review helpful!
    Sneaky contract adding additional 1 year periods after 3 year original contract ends, this isn’t explained or even mentioned at signing, when questioned they said I had to send in 30 days notice, in writing on their notice of intent to cancel. Not a word of this was told to me, and after 4.5 years of service I tried to cancel to which they said I owed them 39.95 x 6 months to cancel and they would turn in to credit bureau if I didn’t pay. Well my time is up now and I cancelled with a 30 day notice by email on the email they sent me to cancel.
    Worst company I’ve ever dealt with and that’s a sad statement considering cell phone, satellite tv services, and cable companies which the u.s. citizens must deal with, and who doesn’t know these problems. Customer service is the most rude, smart mouth, low-life scumbags I encountered in my life, check before you even consider this company for your security service.
    Read More
  4. User Score
    4
    October 25th, 2016 Birmingham, AL
    0 people found this review helpful!
    Smoke alarm went off at approximately 2:40pm on 10/24/16 (no smoke, no fire, wasn’t cooking). I put my code in and the alarm failed to respond. This went on for over an hour (until 4:02pm). Vector called my house ph & I explained the situation (line was disconnected). Vector called back several minutes later & I again explained the situation (line disconnected again). Vector called a third time (alarm still going off/not responding to code) & stated that they would transfer over to the tech dept. I was on hold forever when another rep came on the line (cust. service) & stated that all the tech’s were busy and she would send them an email to call me. They did call however, the next day (10/25/16) at 10:05am. I will more than likely cancel my service w/this company. This is not the 1st time I’ve had this problem (smoke alarm) and their customer service doesn’t meet my standards.
    Read More
  5. User Score
    2
    October 13th, 2016 Laredo, TX
    1 people found this review helpful!
    I’ve called 3 different times, they are in meetings I ask them to leave me a message with the information I’m calling about they leave me a message to call back I call after work they are gone for the day. I’m not satisfied with the service.
    Read More
  6. User Score
    2
    September 19th, 2016 Clarksburg, MD
    0 people found this review helpful!
    2016.09.09 Update. I am finally buying out the remaining year of my contract with this company just to get away from them. It turns out that my panel in my house had not communicated with the central station for over a year. That means if I would have had a fire, a break in, or any other issue, I would have been screwed. When I asked them about a refund, they stated that it is in my contract that I was suppose to call once a month to ensure that my device is communicating. No one mentioned this, no one showed me how to do this. No one I know with an alarm system ever does this. Such a waste of money. Just call me and say “We see your panel hasn’t successfully connected in 10 months.. ” or anything! Instead I am told that it my fault. How could I ever possibly know this?! I just threw away that $400 last year. What if I would have had a fire? This is just something a lawyer through in to make sure this company would never be found a fault for comm issues.

    Original review: This company has very poor service. This is an honest and accurate review (They keep marking me for deletion) I am not affiliated with any company nor am I trying to sell you on a product. This is not an advertisement. I think this is how they are getting my reviews deleted so I will keep changing them until Google allows it. Thanks google admin! You guys rock.

    But, instead of leaving this company a scathing review, I will instead leave all the information needed to avoid them as this is the best use of my effort. First of all, we are in the year 2015. Everyone has wifi, a network connection, and smartphones and this type of ridiculously expensive subscription based service is un-needed.

    Cons:

    * This system does not integrate with any modern protocols such as Apple’s Homekit or Samsung’s Smart home.

    * Do not think that you are going out and buying a Wemo light switch or Phillip Smart bulb and have it work with this system. It will not.

    * This system will not allow for upgrades to newer technology cameras or sensor without increasing monthly subscription.

    * You pay additional money if you want to just add sensors which makes no sense. ($10/ monthly for 2 sensors)

    * No way to customize anything yourself

    * Panel technology is 4 years old which is ancient in terms of technology.

    * Get ready to pay your local police department as well if you are in the DC area for additional “false alert” charges. Either subscribe with them or pay $100 when they are called.

    My sentence, I mean contract is for 5 years. When I asked them if I could get out before the June 2017 deadline, they said sure, for a mere $915. This type of company is not sustainable in this day and age so don’t get tricked into this $2160 ($37*60 months) door chime like I did.

    Look up Simon XTI to see the panel they use and buy it without the subscription.

    Look up iSmartAlarm. Only $249 with no monthly fees

    Finally, research “SmartThings”

    Here is a great article on security systems

    7 Great phone based Security products (Article)
    http://www.iphoneness.com/cool-finds/ios-compatible-home-security-products/

    Read More
  7. User Score
    10
    September 12th, 2016 Manassas, VA
    0 people found this review helpful!
    I ran into an issue with one of my sensors no longer functioning correctly. The panel would beep at least once every day with some message about the zone communication. I called to get service. It took a few days to get someone out to the house, and when they were fixing the sensor, they noticed the panel was out of date. The tech offered to install a new panel, and upgrade me to the latest technology without changing the monthly payment. I did need to sign a new contract, but I don’t plan on moving any time soon, so another 3 years wasn’t that bad. They were happy to help, and threw in the new sensor for free.
    Read More
  8. User Score
    1
    August 27th, 2016 Apo, AE
    3 people found this review helpful!
    I received Vector security three months ago & let me tell you it’s been the biggest night mare ever!! They lied to me originally & told me it wasn’t a contract, when it was! Vector Security told me that “If I keep the system three years the bill would go down to thirty nine dollars. The lies they tell to get a sell. I was needing the the system anyway, so the lies they told to get my business was totally unnecessary!!! Now I get a call, since the power was out in my neighborhood the battery is low and it need to be changed. I give them my contact information, a week goes by NO call. So, I try calling them… that was like pulling teeth!!! When I do finally did get an operator they are telling me what I need to do, when they called me about the battery… Needless to say problem is still not resolved!!!!! Vector Security is by for the worst mistake I have made seen I purchased my new home!!!! I will NOT be recommending Vector to anyone, as a matter of fact Stay Away From Vector Security, it’s “HORRIBLE” service!
    Read More
  9. User Score
    0
    August 16th, 2016
    1 people found this review helpful!
    Long story short: We have had vector security for two years. Our contract is three years. We are military and came down on orders and they want us to pay the full amount of $480 to cancel our contract. We can’t help the fact that we have to move. They told me “I’m sorry that your choosing to not take your alarm system with you.” This is the worst company that I ever dealt with in my life.
    Read More
  10. User Score
    1
    August 10th, 2016 Dothan, AL
    0 people found this review helpful!
    The Headland Alabama Branch managed by one who identifies himself as Rocky, manipulated me into purchasing a Security System under the pretense that he would provide certain equipment as well as great customer service from him and his staff. That was a bunch of Bull —-!! Once I signed a contract the customer service is no less than horrible!!!
    If I had the extra money I would drag Vector Security ( Rocky) into court. This was definitely a case of THEFT BY DECEPTION!! I am paying high monthly payments for a system that is not working!!!! I have reached out to Vector over 15 times and no one has attempted to correct the problem!!!
    I will never recommend Vector Security to anyone!!!
    Read More
  11. User Score
    3
    July 30th, 2016 Brooklyn, NY
    0 people found this review helpful!
    I have used Vector since December 2015. In those seven months we have had several false alarms and had their “service dept.” here twice. They have no available service after 5 pm so both times I had to disable the system with an independent tech over the phone. I should send them a bill for my time for doing their job.
    It took a few days for their service guy to show up, he was in and out in 15 minutes. That was 3 weeks ago and my system is haywire again this evening. There was no one available in their service dept so I couldn’t even make an appointment. Once again, I had to bypass the fault with a phone tech and need to get a service rep here before the world ends, which is apparently the service depts preferred time frame. They should have replaced the faulty unit with a new one but they are too cheap. Their monitor rep could not help me ( not my job)
    They are not getting another dime from me. I had a witness during the phone conversation and told them I was also recording it.
    You would have to search diligently to find worse service.
    Read More
  12. User Score
    1
    July 29th, 2016 Jacksonville, FL
    0 people found this review helpful!
    This company is a joke. They sent out a local AC company to install their fancy thermostat that we could use to adjust the temperature using our cellphones. Turns out the thermostat was faulty. This created a temperature/humidity difference in our house and then turned into a mold issue on furniture in our sons bedroom. We spent several thousand dollars hiring experts to help with the issue because we thought there was a bigger problem going on in our house.Then we had to fix the mold issue that was created. Lots of money spent. We sent a formal letter to Vector requesting financial reimbursement for the problem THEY CREATED. This was a company THEY hired. In the year we have been trying to get reimbursed they have never responded to letters from our attorney. Customer service is terrible.
    Read More
  13. User Score
    0
    July 14th, 2016 Winterville, GA
    1 people found this review helpful!
    This company makes it very difficult to cancel services. I was told that I had to put the cancellation in writing, which I did, put sent the letter to the wrong place. The lady in customer service told me to send the letter to the same place I had received company communication from – a Pennsylvania address which is the main office. NOW customer service tells me the letter must be sent to their address in West Virginia. Because the letter was not sent to the correct address, the contract due date was late. NOW I have to have the service another year before I can cancel. I am told that I will be receiving a cancellation form to sign, but have to pay for services I do not want or that works for another year. Customer Service was not friendly and would not listen to my explanation!
    They do not respond to emails or phone calls – was told it was my responsibility to keep up with dates and correspondence. I would not advise using this company for security.
    Read More
  14. User Score
    0
    July 13th, 2016 Woonsocket, RI
    1 people found this review helpful!
    I will never use or recommend Vector Security to any of my friends, family, or foes. Their customer service is nice until you want to switch to a different security provider; then they become misleading, deceitful, and downright aggressive in their business practices. I was bounced around between 3 departments two days in a row, and put on hold long enough to watch an episode of Friends!
    Read More
  15. User Score
    0
    June 27th, 2016
    7 people found this review helpful!
    My worst experience with This Company ever. I signed up with them over 4 years ago and initially had 3 years of contract. Apparently they have a clause in their fine print that at the due date, you are locked into another year of service. My contract expired on July 6rd, 2015. I failed to called them and was rolled into another year. Since it was error on my end and decided to go for another year. In the mean time I received several call to upgrade my system. I explained each time that I am not interest on upgrading my system and DO NOT want to continue once my contract expires. I recently called by the mid of June to confirm if my contract is going to expire in July of 2016. I was told that I am already locked into another year and I was told that if I wanted to cancel, I would had to send them a written letter. It was never explain to me each time I spoke with this company. I requested to speak with supervisor ( Sherry) on 06/27, and she said her company is not obligated to send any type of reminder email, mail or phone call. I was locked into another year of service even before my due date and this lady won’t do anything about it. I explained her that I have extreme financial situation and not able to afford it anymore but all in vain. I am very upset and will post my comment on all type of social media so others can learn from it.
    Read More
  16. User Score
    0
    June 17th, 2016 Baton Rouge, LA
    3 people found this review helpful!
    This company makes it as hard as possible to cancel service with them. They also don’t respond to your phone calls, faxes, emails, etc. if it’s something they don’t want to hear.
    Beware of the fine print in their contract if you decide to do business with them.
    Read More
  17. User Score
    0
    June 2nd, 2016 Palm Coast, FL
    3 people found this review helpful!
    I’ve been with this company for almost 11 years , when it was certified security. I recently was offered a better deal with more options with another rated number 1 company so I called vector to see if they’d match prices & option to option. They agreed until the day of installation! I was informed that the order must have been written wrong because controlling my service from my cell would be an additional option? Even after telling them all I was offered from Corey the manager at vector ??? After getting Corey on the phone I was told that was additional?? So obviously mr Corey didn’t understand our first conversation or someone was trying to pull a fast one on me. I told the service guy while in my living room I was upset and just going to go with the other company, mind you Corey was still on the phone & their response was ok, lol. 11 years of being an awesome customer & I was dismissed so easily!
    This wasn’t my only complaint with them but they were miner things I let go until being shown how much my business was t important! Bye vector security & never again…
    Read More
  18. User Score
    0
    May 13th, 2016 Lexington, SC
    5 people found this review helpful!
    This really sucks!!!!! Cannot reach the rention dept to find out how to cancel my service mym contract is up soon need info were to write to cancel so they do not bill me for another year of service can not get anyone to answer the line they put you on hold and then they hang up on you !!!!!!!!!!!!!!
    Read More
  19. User Score
    0
    May 3rd, 2016 Charlotte, NC
    0 people found this review helpful!
    A friend who’s recently retired from the military had one of these systems installed, and asked me if I would be the “backup contact” in case the alarm went off and they were unavailable. I agreed and it was a big mistake. First, the system has had numerous false alarms in less than six weeks and I get calls from the alarm company because they can’t reach the primary. Second and more importantly, I’m now getting solicitation calls to my cell phone trying to sell me a system. I’ve repeatedly told them no and blocked the number on my phone; they change the call from number and start all over again.
    Read More
  20. User Score
    10
    April 5th, 2016 Glenside, PA
    4 people found this review helpful!
    Just upgraded my security system which was installed and operational since 1992 with Vector. The company bought out the original installer. Upgraded the entire system and added cameras. It was a 8 day project. All the reps were great. Phil, Frank and Rick were very easy to work with. Professional efficient and most importantly respectful of our home. The sales person Lawrence was attentive and professional he was available anytime via phone to communicate with should I have any concerns. He dropped by a few times to ensure everything I asked for was being handled. I would recommend this company to anyone for home automation, surveillance and security.
    Read More

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Our Score
6.8
User Score
2.9
Rank this Company

Ratings Breakdown

Price

Monthly payment
$39.95

Up-Front Costs

Activation, Install & Equipment
$0

Technology & Equip.

10/10 = BEST
10/10

Contract Length

Total # of months
36-60

Cancellation Policy

Can you cancel contract?
Fees May Apply

Time in Business

Total # of years
24

A+

Customer Support

Good, Bad, Limited
Bad

SDM Rank

Top 100 Company Rank
9

Number of Reviews

User reviews here on BHSC
72
Our Score
7.8
User Score
8.6
Rank this Company

Ratings Breakdown

Price

Monthly Price Range
$43.49

Up-Front Costs

Activation, Install & Equipment
$35

Technology & Equip.

10/10 = BEST
5/10

Contract Length

Total # of months
36

Cancellation Policy

Can you cancel contract?
Fees May Apply

Time in Business

Total # of years
1992

A

Customer Support

Good, Bad, Limited
Good

Index

Quality Index (Below 413 is good)
77

Number of Reviews

User reviews here on BHSC
1,540