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Business Profile

Security

Vector Security-National Accounts

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Security.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/29/2024

    Type:Order Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The dispute was three years ago when I cancelled my Vector Security Subscription. The representative assured me everything was closed when I confirmed I moved out of the house with a letter sent by Vector Security. I was no longer able to reach that representative and periodically I need to defend myself from Vector Security. Approximately every 6 months. I have a busy job running a recovery center, working a full-time job as a nurse and attending Law School. I could not emphasize more how important this is to resolve due to my busy schedule. Please read my attached email correspondence and letter. Thank you.

    Business Response

    Date: 02/05/2024

    Please give more information as to the site address for what is being referenced.  I do not see that Lancaster PA address in our system.

    Customer Answer

    Date: 02/09/2024

    **********************************************************

    Business Response

    Date: 02/13/2024

    The customer entered into a 3 year agreement on Nov 1, 2019 where they were responsible to 36 monthly payments . The customer terminated services in November of 2021, prior to the expiration date. Pursuant to the terms of the contract the customer is responsible for the remaining payments. When the customer did not pay the remaining balance in a timely manner their account was sent to our outside collection agent to recover. Our suggestion would be to pay the obligated amount in order to stop any further collection efforts by a collection agency. 

    Customer Answer

    Date: 02/15/2024

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: ********

    I am rejecting this response because: I supported my reasoning with documentation directly from Vector. Suppose a company sends a document to terminate the contract and does not honor it. This is known as a breach of contract. If a company sends fabricated documentation to sign, this would be considered fraudulent activity. The company has not acknowledged this activity, as evidenced by my email.

    Regards,

    *******************************

  • Initial Complaint

    Date:01/02/2024

    Type:Order Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We signed a three year contract with Vector security. During the two years we had them, we filled out multiple service requests, made multiple calls, phone calls were never answered. We tried emailing them through their website, no response. This company didn't have us fill out a security permit (so the cops wouldn't have even responded if the company called them).. Naturally we didn't feel comfortable with being our security company. So for the safety of our family we had to go with a new security company. We received one bill in the mail for canceling our contract. I logged in and it said paid. Next thing I knew I was in collections. This company in no way shape or form can take care of your security needs. How can you trust a company that you can't even get in contact with. I am requesting a full refund for what we paid the debt collector which was $1037.

    Business Response

    Date: 01/15/2024

    Customer signed contract for 3 years.  Customer was told of final bill for term of contract and switched companies before.  No refund will be issues due to contract term.

    Customer Answer

    Date: 01/18/2024

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: ********

    I am rejecting this response because: 

    This company did not uphold the standard of a security company. They did not respond to multiple service requests, they would not answer their phones or emails. There is an inherent duty for security companies to be able to be contacted by their customers. How can a paying customer feel safe trusting their home and their families safety with a company that cannot be reached? This response is unacceptable.

    Regards,

    *************************

  • Initial Complaint

    Date:07/28/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I sold my business ******** **** of  New Berlin, dba The ******** **********, located at ************************************., New Berlin, WI ******* on May 1st. The buyer, the corporate franchisor, took over the account (******) immediately leading to no disruption in revenue for Vector Security. Vector immediately sent my company to collections for $2,627.80 over a service that was $40/month and for which we were current. I have been attempting to reach Vector by phone and email. Not only can I not reach anyone or get a response, I still have never been provided an invoice that explains why they believe this money is due. I disputed the validity of this claim with the collections agency online in June.

Vector Security-National Accounts is NOT a BBB Accredited Business.

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