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#19
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Vector Security

Biggest Customer Gripe: Bad Customer Service (read reviews)

Our Score
7.1
User Score
2.9

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Our Score
7.1
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
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
64

This Review is maintained by Isaac Ericksen

Review Last Updated: April 5, 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

8.7
$19.99
$0

#2

8.3
$34.99
$99.95

#3

4.3
$34.99
$0

#19
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 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 one-fourth of these complaints have not been resolved to the customer’s satisfaction.

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 (on our site, on the Vector Security site, and on the BBB website) 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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64 Vector Security Reviews

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  1. User Score
    0
    August 16th, 2016
    0 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
  2. 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
  3. 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
  4. 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
  5. User Score
    0
    July 14th, 2016 Winterville, GA
    0 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
  6. 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
  7. User Score
    0
    June 27th, 2016
    4 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
  8. 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
  9. 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
  10. 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
  11. 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
  12. 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
  13. User Score
    0
    April 1st, 2016 Fayetteville, NC
    5 people found this review helpful!
    A friend recommended this Company to me and that’s the only reason I tried them. It happened to be the worse mistake I’ve made. This Company only cares about money, they don’t care about the costumer. I came up on military orders to move to a different state, I called them to cancel services and they said if I don’t sell my house they would not let me off the contract. If I stop paying they will ruin my credit, and when someone has worked so hard for their credit, I have no other option but to keep paying even though I no longer live there. They don’t care about the costumer, and don’t honor the military, DO NOT DEAL WITH THIS COMPANY!!!
    Read More
  14. User Score
    0
    March 30th, 2016 Brooklyn, NY
    4 people found this review helpful!
    Vector Security is HORRIBLE!! Alarm system has tripped 3 times already. Calling customer service is as good as calling the president, you’ll never get through.
    They will hold you to the terms of the contract even though their service is awful. I so regret leaving my previous company. I can’t wait to get rid of this service. I wish I read these reviews before I signed a 3 year contract with them.
    Read More
  15. User Score
    0
    March 29th, 2016 Grapevine, TX
    2 people found this review helpful!
    Customer service department provided me with misleading information, then took over eight months to correct this error. Vector Security’s customer service department provided me with misleading information. In August 2015, I requested to cancel my contract. A customer service representative told me this was possible and told me the necessary steps to cancel. Once I completed the steps and provided the requested documentation, I was told that my account would be cancelled. However, I began receiving past due balances from Vector informing me of a delinquent balance. I spoke with another customer service representative on the issue over a period of five months about the mistake. However, I still received no response from Vector explaining the issue to me. Finally, eight months later in March 2016, the head of customer service called me and explained that my contract ran through January and was not able to be cancelled. Understanding the contract claim, I am happy to pay my remaining balance, but I cannot believe the miscommunication from Vector Security and the considerable lack of true, honest customer service. This has been a horrible experience and I would warn any other prospective clients to steer clear of Vector Security.
    Read More
  16. User Score
    0
    March 22nd, 2016
    2 people found this review helpful!
    After years of automatic drafts and service no late payments, I had a personal incident that required me to attain more security. I look to my security company whom I have had no problems with for the last five years of service and they can not help me meet the needs that my family and I needed for our safety. So after exploring options I asked what do I need to do to cancel … It was stated to send in writing a cancellation letter and I do that also provide all balances dues and did so. Now over 1 year later they turn me to a collection agency and tell me I owe a balance of over 200…. Dollars…. How ridiculous is this…. I am outraged at the treatment and the collection agency tells me I perhaps needs to read the agreements more closely prior to signing and on top of that tells me I didn’t hand sign an email that was asked for me to provide… Outraged at the situation. Attorney General was contacted … Injustice
    Read More
  17. User Score
    0
    February 3rd, 2016 Denville, NJ
    4 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.
    Read More
  18. User Score
    1
    February 1st, 2016 Salem, SC
    3 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.

    Read More
  19. User Score
    10
    January 25th, 2016 Lancaster, PA
    3 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.
    Read More
  20. User Score
    0
    January 5th, 2016 Washington, DC
    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.
    Read More

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Our Score
7.1
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
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
64
Our Score
9.4
User Score
8.7
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
1,209