ComplaintsforVector Security, Inc.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Front door sensor gave bypass 09/11 contacted support system was reset called 09/13 same issue was told a fee and would need to miss work for service appointment after hours appointment would be $91 plus per hour I said no and would be canceling called 09/20 requested to cancel was told cancel department was at lunch and would put in for a call back called back to cancel account spoke with ****** who entered cancel requested later 09/20 I received email would be cancelled 5 business days received call for technical support which I did not request was transferred back to cancelation and was told only one person handles cancellation so it would be done in 5 days I told them I have already over paid snd wanted account cancelled immediately was told thats there policy since one person handles cancels I am not under contract and wanted it cancelled immediately. I want 1 month refund time and lack of assistance with defective equipment and continuous calls to Vector

  

  Business response

  10/18/2023

  ************************* and *********************** entered into a 36-month agreement with Vector in January, 2020. The agreement states that, The initial term of this Agreement is three (3) years commencing on the day the installation or service begin, and will automatically renew for continuous month-to-month terms unless cancel by either of us in writing at least thirty (30) days before the end of the initial term or any renewal term.
  The process to fully terminate an account does take up to five business days. **************** notified Vector Security of her request to terminate services on 9/20/2023. The account was paid through 9/30/2023. Vector Security regrets that **************** has chosen to terminate her services and as a courtesy will not hold responsible for a full 30-day notice. However, no refund will be given in accordance with the signed agreement the customer signed. 

• Initial Complaint

  05/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I changed Reuters and my camera doesnt work. They told me that I have to reset the camera myself, not how to do it. I tried called tech support and it didnt work. So I told them that I no longer wanted the camera, but they are still charging me for it. They said they could send a tech out but at a cost..So I decided to cancel the camera. They took the camera off my bill, but still are charging me for it. I feel I shouldnt pay for something Im not using. I either want them to reinstall the camera with the new ****** or take the camera off my bill.

  

  Business response

  06/06/2023

  After numerous attempts via phone to contact the customer to resolve this issue and schedule on site service to rectify the problem,  we have yet to received a call back from the numerous messages we left to schedule that service call. We've also attempted to reach out via email with the same results. We are standing by to assist this customer and resolve their issue once they return our call/email so we can get this scheduled. 

• Initial Complaint

  12/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Services have been out for over 4 months and no resolve but I have been continuously billed. Tried to cancel contract and was told I would still have to pay the balance of the contract. Requested a technician on numerous occasions.

  

  Business response

  01/04/2023

  Customer had a service issue in April which Vector Security did service.

  There were no issues reported until September when the panel reported a power failure. Vector Security attempted to contact the customer but did not hear back from him until late October, however the job was not scheduled at that time.

  Vector Security has continued to reach out to the customer without response. Customer reached back out to Vector in December and the job is rescheduled for today, January 4, 2023.

  Vector Security has been making attempts to resolve the issue for the customer. No credit is due at this time. 

• Initial Complaint

  03/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  we moved into newly built home in ****** ****** almost 4 years ago. the address to our home is *** ************. this address was the address of an older home in our neighborhood previously before the new home was built. the older home had the address change to****. they have the security system and the address never got changed so poice continue to show up at our house every time the alarm goes off.ive tried contacting the police station, the woman that lives there and vector security multiple times with no resolution.

  

  Business response

  03/04/2022

  Business Response /* (1000, 5, 2022/03/02) */ 3/2/2022 We were able to verify with the County that the address had changed. We also contacted the local PD for confirmation as well. We contacted Mrs. ***** to let her know that this was handled and sent the confirmation to her in writing as well. Consumer Response /* (3000, 7, 2022/03/02) */ We are very grateful this issue has been resolved but very frustrated that this couldn't have been done 3 and a half years ago when our home was built and the address was changed. I had called vector security at least 5 to 7 times explaining to multiple people each time what was happening and everyone told me there was nothing that could be done. Im having a hard time understanding why this could not have just been handled 3 and a half years ago instead of making me waste hours of my time making phone calls over the course of 3 and a half years and dealing with police and vector security employees constantly showing up at our house all hours of the day and night. Its also concerning to me that the woman who had the security system was an elderly woman with dementia and she may have had a real emergency and actually needed the police and they would not be there because they were coming to our home instead. It seems a bit unfair as well that she would have been made to pay for a security system for 3 and a half years that wasn't even protecting her because police were going to the wrong home. Hopefully in the future this can be taken more seriously and handled a bit faster. And possibly it should be considered she receives a refund for the time that the wrong address was on file. It doesn't seem right to charge someone for a security system when the correct address isn't even on file for that long. Business Response /* (4000, 9, 2022/03/03) */ We are glad we could help resolve the issue.

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