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#16
vector_security-130x130

Vector Security

Biggest Customer Gripe: Bad Customer Service (read reviews)

Our Score
7.2
User Score
3.3

Visit Site

Our Score
7.2
User Score
3.3
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
55

This Review is maintained by Jordan Zornes

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
Monthly Price
Upfront Costs
Has Video
Review

#1

$19.99
$0
Yes

#2

$34.99
$99.95
Yes

#3

$24.99
$0
Yes

#16
vector_security-130x130

$39.95
$0
Yes

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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55 Vector Security Reviews

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  1. User Score
    0
    May 13th, 2016 Lexington, SC
    0 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
  2. 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
  3. 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
  4. User Score
    0
    April 1st, 2016 Fayetteville, NC
    4 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
  5. User Score
    0
    March 30th, 2016 Brooklyn, NY
    3 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
  6. User Score
    0
    March 29th, 2016 Grapevine, TX
    1 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
  7. User Score
    0
    March 22nd, 2016
    1 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
  8. User Score
    0
    February 3rd, 2016 Denville, NJ
    3 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
  9. User Score
    1
    February 1st, 2016 Salem, SC
    2 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
  10. 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
  11. 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
  12. User Score
    0
    December 13th, 2015 Wilkes Barre, PA
    4 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.
    Read More
  13. User Score
    0
    October 13th, 2015 Pasadena, MD
    3 people found this review helpful!
    Rude, liars, very poor customer service. Don’t care about you. Horrible company in Columbia MD
    Read More
  14. User Score
    0
    October 12th, 2015 GA
    2 people found this review helpful!
    The are awful!!
    Read More
  15. User Score
    1
    October 3rd, 2015 Rincon, GA
    2 people found this review helpful!
    Poor installation, poor service, They use subcontractors, not employees, Warning! Stay away from these guys,
    Read More
  16. User Score
    0
    October 1st, 2015 Cleveland, OH
    4 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!

    Read More
  17. User Score
    3
    August 25th, 2015 Springfield, MA
    4 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.
    Read More
  18. User Score
    10
    August 18th, 2015 Richmond, VA
    6 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.
    Read More
  19. User Score
    0
    August 17th, 2015 North Charleston, SC
    5 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!
    Read More
  20. User Score
    0
    August 13th, 2015 Wayne, PA
    4 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.
    Read More

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Our Score
7.2
User Score
3.3
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
55
Our Score
9.4
User Score
8.6
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
980