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21 Counties in Central Ohio

BBB Business Review

Consumer Complaints

BBB Accredited Business since 10/19/1999

Vector Security

(614) 367-7820

Customer Complaints Summary

15 complaints closed with BBB in last 3 years | 4 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 7
Billing/Collection Issues 1
Delivery Issues 0
Guarantee/Warranty Issues 0
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

Complaint Resolution Log (15)
BBB Closure Definitions

View Complaints Summary by Resolution Pie Chart on Vector Security

Industry Comparison | Chart

Security Control Equipment & System Monitors, Access Control Systems, Television Sys & Equipment - Closed Circuit, Fire & Smoke Alarm Systems


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Closure Definitions

Complaint resolved with BBB assistance
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
BBB found that business adequately addressed the disputed issues and made a good faith effort to resolve them; however, customer has informed BBB that he/she is not satisfied with the outcome. In some cases, business may have agreed to mediate or arbitrate the complaint but customer declined to participate in mediation/arbitration.
Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
BBB did not find that business adequately addressed the disputed issues and made a good faith effort to resolve them, and customer has informed BBB that he/she is not satisfied with the outcome. In some cases, customer may have agreed to mediate or arbitrate the complaint but business declined to participate in mediation/arbitration.
BBB did not receive a response from business
BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
BBB cannot process complaint
This includes situations where BBB cannot locate business, business is no longer in business, or business is in bankruptcy and complaints must be submitted through bankruptcy trustee.
Industry Comparison ChartX

The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in 21 Counties in Central Ohio. Businesses may engage in more than one type of business. This comparison does not account for the length of time the businesses have been operational. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by the BBB.

# of businesses with NO complaints in the past 36 months 29
# of businesses with 1-4 complaints in the past 36 months 7
# of businesses with 5-25 complaints in the past 36 months 2 Vector Security is in this range.
# of businesses with 26-99 complaints in the past 36 months 0
# of businesses with 100 or more complaints in the past 36 months 0
Total # of same relative size businesses in the BBB database in this type of business 38

BBB began including complaint response text in BBB Business Reviews on 9/30/2011.

BBB reports text received electronically and non-electronically.