BBB Business Review
BBB Accredited Business since 10/19/1999
Customer Complaints Summary
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||7|
|Total Closed Complaints||15|
Additional Complaint Information
This company appears to have a pattern of customer complaints alleging material misrepresentations in sales presentations, failure of a product to perform in the manner promised and poor customer service. Specifically, consumers allege they were told their security companies had gone out of business, when they had not, as an incentive to switch security companies. Some consumers indicate Vector is slow to respond to requests for assistance concerning the equipment.
On May 21, 2014 BBB emailed Vector Security requesting their voluntary cooperation in resolving complaints on file with BBB and providing steps it will implement to eliminate the underlying cause of the pattern.
On May 27, 2014, Vector responded stating: “Vector Security and in particular Vector Security – Columbus Branch takes great pride in providing excellent service and support of all products we put into homes and business. As we do not advertise, other than at trade shows we depend on referral business from satisfied clients to grow our business. We cannot grow unless we are responsive and service orientated. Both as a company as well as the Columbus branch we have one of the lowest attrition rates in the industry due to our satisfied clients. We provide our clients with an award winning central station that alerts either the home owner, police or fire departments whenever there is a security action via the security, access, video situation. When we have issues with equipment we try to resolve over the phone and if we cannot we dispatch Vector trained employee technicians to correct.”
On May 27, 2014, BBB asked Vector to clarify what training their sales representatives receive, and to provide copies of the sales scripts. BBB is awaiting Vector’s further response. This portion of the Review will be updated when information is received.
Complaint Breakdown by Resolution About Complaint Details
View Complaints Summary by Resolution Pie Chart on Vector Security Complaint Resolution Pie Chart: Complaints
Security Control Equipment & System Monitors, Access Control Systems, Television Sys & Equipment - Closed Circuit, Fire & Smoke Alarm Systems