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#14
vector_security-130x130

Vector Security

Biggest Customer Gripe: Bad Customer Service (read reviews)

Our Score
7.2
User Score
3.5

News Update: Is Your Home Hackable?

Our Score
7.2
User Score
3.5
Rank this Company
Ratings Breakdown

Price

Monthly payment
$39.95

Up-Front Costs

Activation, Install & Equipment
$0

Technology & Equip.

10/10 = BEST
9

Contract Length

Total # of months
36

Cancellation Policy

Can you cancel contract?
Pay balance

Monitoring

Response Time
Fast

Time in Business

Total # of years
44 Years

A+

Customer Support

Good, Bad, Limited
Limited

SDM Rank

Top 100 Company Rank
9

Number of Reviews

User reviews here on BHSC
48

This Review is maintained by

Review Last Updated: February 6, 2016

For more than 40 years, Vector Security has protected people and property by providing intelligent security solutions tailored to the needs of the customer.

Rank Chart Monthly Price Upfront Costs Video Our Score
#1
$19.99 $0 Yes
9.4
#2
$34.99 $99.95 Yes
9.1
#3
$24.99 $0 Yes
8.8
#14
vector_security-130x130
$39.95 $0 Yes
7.2

The Bad

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 company continually receives customer complaints through the BBB. The majority of these complaints pertain to equipment problems, but there are also several complaints about excessive billing. In one such case, a former client claims to have been overcharged by several thousand dollars. This case is still pending resolution. Additionally, over ¼ of these complaints have not been resolved to the customer’s satisfaction.

While Vector is a rising force in the home security industry, there are things they could do to improve upon their services and decrease the number of unsatisfied customers. BHSC experts believe Vector could make improvements in the following areas:

  1. Cancelation policy: Customers have complained that after completing their contract with Vector, it is difficult to terminate services. If the contract length has been met, customers should be able to cancel at their own will without experiencing resistance.
  2. Customer service issues: Some Vector customers have experienced problems when trying to get questions answered and issues resolved. There have been instances where Vector did not even return phone calls.
  3. Billing issues: Promises were made, but then customers will billed for services they were not aware of. It makes it more difficult when the customer service department is unresponsive.

The Good

Vector Security offers 24/7 customer service and monitoring with most technical issues resolved remotely. The company provides regional and national security monitoring services to both individual and business clients through the use of landline and cellular monitoring systems. These systems provide for redundant monitoring capability to ensure that the service is never lost due to technical issues with phone service. This company has also been recognized nationally for their 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.

Some of the Vector Security features include:

  • Monitored burglar, fire and carbon monoxide alarms
  • Video surveillance
  • Mobile solutions
  • Personal emergency response
  • Energy management
  • Environmental hazard monitoring
  • Home technologies

The Bottom Line

Vector Security is a highly reputable company which works diligently to correct any issues which arise through the course of business. Overall, we would recommend Vector Security despite the negative information and complaints filed with the BBB based on the cost of services provided, the length of business, and extensive number of services offered. This company seems to be making strides to resolve all customer issues and is taking necessary steps to ensure that such issue do not continue in the future. Lastly, the number of overall complaints is well below national averages for a company of this size.

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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

Are there any inaccuracies in this review? We take accuracy very seriously and would love your feedback. Visit our Request Reconsideration page and send us your feedback today!

48 Vector Security Reviews

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19
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7
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12
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  1. User Score
    0
    February 3rd, 2016
    0 people found this review helpful!
    Our system installed March, 2015. Sensors would activate for no apparent reason. Called for service, always a delay. They demanded full payment through year contract. Negotiated to pay 53 per month though end of contract, 2018. System disabled due to faulty equipment. Has never performed properly. Disgusted in Denville, NJ
    System collecting dust, and no protection.
  2. User Score
    1
    February 1st, 2016
    0 people found this review helpful!
    Judging from the reviews on here, I’m not alone in my experience of lousy service. I’ve had them for almost 5 years in SC. From the start, I had issues with Vector. The guy who did the install messed up a few items even though the house was prewired. He even spliced my phone line, even though that wasn’t necessary. Took a while to get someone else out to get it all working OK.

    At least once a year, I’d get a call saying the alarm wasn’t functioning properly and I’d have an extension I had to call. The guy NEVER answered and would return my call up to a day later, so we’d typically play phone tag for a week. So for at least a week, I had no functioning alarm service. This finally happened again last week, so I decided to cancel and move to someone else. Trying to cancel was a CHORE! On hold for over half an hour, then disconnected. I’d get someone and tell them I want to cancel and they’d put me back on hold! Then someone will “need to call me” and they called three days later. I got the message and called them back- did they answer? NO, but returned my call 4 days later. Par for the course- horrible, horrible service and communication.

    Then they let me know that I have an auto-renewing contract that isn’t up until May. Nice… Would I like to cancel now and pay the balance, or cancel effective May 1? Not much logic in canceling now and paying for no service. Of course, this was all after the offer of new equipment, upgrades, reduced price, etc, etc. Stay away- you can do way better.

  3. User Score
    10
    January 25th, 2016
    0 people found this review helpful!
    We have had Vector for 7 years at our home. We have always had great service. From setting off alarm and their quick response never fails. Even on the rare occasion when they cannot get a hold of us to confirm things ok or not they contact police for them to check our home. They have been grey for us! I feel safe knowing they are monitoring my home.
  4. User Score
    0
    January 5th, 2016
    1 people found this review helpful!
    So far, so terrible. The operational backend of this company is dismal, and I really don’t want to stick around to see if their security services are similar. If a company cannot execute the ‘easy’ stuff; the likelihood of them performing ‘critical’ stuff becomes a risk. The very last impression you want to give considering their industry. My next two stops: our local news rag for an Op-Ed and an attorney friend. ‘Victimized by Vector’…coming soon.
  5. User Score
    0
    December 13th, 2015
    2 people found this review helpful!
    Vector is the worse security system I have ever owned. There have been times my alarm went off and I never received a call from the monitoring service to see if ever thing was okay. I have had equipment issues and when I called to have someone come to look at my system I was placed on long hold times. I called for two weeks straight and never spoke with anyone, when I stopped payment then and only then did someone called me. At this point I was done with this company, I was not going to pay for a security system that I did feel secure with.
  6. User Score
    0
    October 13th, 2015
    2 people found this review helpful!
    Rude, liars, very poor customer service. Don’t care about you. Horrible company in Columbia MD
  7. User Score
    0
    October 12th, 2015
    1 people found this review helpful!
    The are awful!!
  8. User Score
    1
    October 3rd, 2015
    1 people found this review helpful!
    Poor installation, poor service, They use subcontractors, not employees, Warning! Stay away from these guys,
  9. User Score
    0
    October 1st, 2015
    2 people found this review helpful!
    I’ve had this company for a few years now, and they are just absolutely horrible. Their customer service is the worst I have seen in a long time.

    Their service department always has people calling off creating no shows. They don’t care about their customers.

    There was one occasion where my alarm went off and it took them about 3 minutes to follow up with me.. That’s too long for a response from any alarm company.

    I need to re-evaluate my needs and perhaps switch to Guardian. Anyone has got to be better than this company!

  10. User Score
    3
    August 25th, 2015
    2 people found this review helpful!
    From day 1, I had issues with the company. In the beginning, they made every effort to correct any problems. I found that the technicians who were sent out to set up my video monitoring devices were newly trained to the equipment. Set up took 2 days; the cameras were poor quality, and I ended up paying up front for them. The worst issue: you CANNOT get out of the contract without a fight. I am in the midst of making that effort; so far, it has not been completely successful.
  11. User Score
    10
    August 18th, 2015
    2 people found this review helpful!
    I’ve had Vector for a little over a year now. Every door and window even my detached garage is monitored. My 3yr old has played with a few of the windows and I was promptly notifyed of this, I’ve set off my alarm by accident several times and each time I received a call within seconds. I love the promptness about them. Quick and fast which is what you need in home security.. I pay $45 a month and I’m totally satisfied with services.
  12. User Score
    0
    August 17th, 2015
    4 people found this review helpful!
    Vector is a total scam! They sales rep. And their back office staff is full of liars. They say one thing and deny that it was ever said. I ask them to pull calls to verify what I was told by their staff well that hasn’t happened. Please stay away from this company!
  13. User Score
    0
    August 13th, 2015
    3 people found this review helpful!
    BEWARE- THEY NEED NEGATIVE SCORING!!! I had them for many years, but never again….Customer service is the least they care about. I called today and after being forwarded and then left on hold for 45min I was told the 4 digit security code they used to replace the one came from the factory is “proprietary”.I am trying to restart my security system and attach a fire alarm but because of their randomly selected code I cannot expand my system, unless I pay them twice the cost.
  14. User Score
    3
    August 3rd, 2015
    9 people found this review helpful!
    I switched to ADT in May. I sent in my cancellation letter, but they are continuing to charge me. Based on what I have read here and on other sites, I am afraid I hit the one-year automatic renewal after my initial 3-year contract.
    The automatic year-long renewal is a deceptive practice, and should be stopped immediately.
  15. User Score
    4
    July 31st, 2015
    1 people found this review helpful!
    Vector Security has no quality control regarding personal accounts billing and payments. I pay by automatic checking account payments, yet Vector routinely sent me bills saying I was 30 days overdue.
    Also, they are not compatible with ATT Uverse digital phone meaning you are stuck with Time Warner Cable or other companies even though you want to switch.
  16. User Score
    2
    June 29th, 2015
    2 people found this review helpful!
    I been with this company for three years no issue until the time for me to terminate my service, they told me my service will be cancell at the end of the month, yet they still bill me , I contact them again , this time they said I was speaking with the wrong department. They want me to mail in my cancellation letter . Now hopefully they will cancell it wince they receive my letter. For this I only give them 2 of 10 .
  17. User Score
    0
    June 20th, 2015
    2 people found this review helpful!
    Scammed me. I was with Vivint and a rep told me they needed to do routine maintainance because they worked for Honeywell and needed to update my panel. Tricked me into signing an agreement with them. DO NOT SIGN UP WITH VECTOR.
  18. User Score
    7
    June 8th, 2015
    1 people found this review helpful!
    So far excessive charging and inferior equipment with right at 4 wks having alarm system working at all !!!
  19. User Score
    1
    June 4th, 2015
    2 people found this review helpful!
    My system was installed on the 12th. I paid the first month in advance. My first bill comes and is due on 5th of the following month. I called and ask why I was being charged a full month before I had had the system a full month. They said it wasn’t due until the 12th. No big deal. Then I decide to pay online and I already have the next months invoice online. Wth? And Dont bother calling the number online, bc they have no idea who you are and will simply tell you to call someone else. I will pay to cancel my contract early. It doesn’t have to be this confusing.
  20. User Score
    1
    March 28th, 2015
    3 people found this review helpful!
    I rented a house with a system in it, when my wife requested a new key FOB they renewed the entire contract. After moving I provided them with a copy of my military orders and tried to cancel services, I was unable to do so. They have been contacting me and sending me bills for over $500 stating that I am contractually obligated. They are ignoring the Soldier Sailor Civil Relief Act and harassing me non-stop. The home owner has even contacted them and told him that it is house and that he is responsible for the system since he had it installed. Still yet the continue to pursue me. If you find a house for rent with one of these systems do not rent it, run away from this company, do not do business with them if you are in the Military, they do not care about military and the difficulties that come with moving frequently. They are sub par at best!
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Our Score
7.2
User Score
3.5
Rank this Company
Ratings Breakdown

Price

Monthly payment
$39.95

Up-Front Costs

Activation, Install & Equipment
$0

Technology & Equip.

10/10 = BEST
9

Contract Length

Total # of months
36

Cancellation Policy

Can you cancel contract?
Pay balance

Monitoring

Response Time
Fast

Time in Business

Total # of years
44 Years

A+

Customer Support

Good, Bad, Limited
Limited

SDM Rank

Top 100 Company Rank
9

Number of Reviews

User reviews here on BHSC
48
Our Score
9.4
User Score
8.5
Rank this Company
Ratings Breakdown

Price

Monthly Price (Copper package)
$19.99

Up-Front Costs

Activation, Install & Equipment
$0

Technology & Equip.

10/10 = BEST
10/10

Contract Length

Total # of months
36

Cancellation Policy

Can you cancel contract?
Pay balance

Monitoring

Response Time
Fast

Time in Business

Total # of years
22 Years

A

Customer Support

Good, Bad, Limited
Good

SDM Rank

Top 100 Company Rank
15

Index

Quality Index (Below 413 is good)
77

Number of Reviews

User reviews here on BHSC
777