Complaints

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.

• Initial Complaint

  Date:05/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased a property that had previously utilized a security system installed by Vector security, that I was not able to use because no one had the password. I contacted our local Vector Security office and was put in touch with the local sales ***resentative. Upon discussion the *** told me that in order to access my equipment, I needed the technician to come out and reset the system, which I subsequently agreed too. Their technician came to my property and was unable to reset the equipment, as promised by their sales ***. At this point they could not fulfill their agreement however they still sent me a bill for services not provided. I contacted my sales *** multiple times and she continually ignored me. I was the contacted by their corporate collections department. I sent a screenshot of the text messages where the sales *** told me to pay for the equipment reset and she said I still needed to pay them because someone still visited the site even though he couldnt complete the task. When I disagreed with her assessment she said shed contact the local service manager for him to make a decision. She responded back saying that the decision remains and I must pay the bill even though they didnt provide the agreed upon service. They are still attempting to collect the fee. I need help resolving this.

  Business Response

  Date: 06/09/2025

  Mr. ********** requested and agreed to a service tech visit to look at the camera system in the new home he purchased.  We knew the system was older and he requested in assistance with resetting the device, requiring a service call. The price was quoted at $174, standard rates.  Tech was not able to access/reset the password and inspected system.  The bill is a valid charge for the tech time and labor and no guarantee of resetting the password was given.  

  Customer Answer

  Date: 06/10/2025

  [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: 23389628
  
  I am rejecting this response because: they are lying. You can see in the attached message that their sales rep **** told me it was $174 to come out and reset the system.  In no way would I have agreed to a charge like this in hopes it would work. 
  

  I do have concerns about the level of knowledge responding to this inquiry, considering we didnt buy a new home. Its a commercial property.  I think their lack of situational awareness is obvious and proves they dont understand what was agreed to. 
  
  
  Regards,
  
  ****** ****
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 06/19/2025

  I am familiar with the text thread that the customer provided.  At no time was there a guarantee that we could reset the old camera system.  the rate quoted and charged for the service call represents the call itself and onsite troublshooting/diagnotsics..

  Customer Answer

  Date: 06/26/2025

  [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: 23389628
  
  I am rejecting this response because: because the business is not being truthful. The text clearly states the fee and what would be accomplished. At no point does it state that this is just for a diagnosis in which an attempt would be made.  She simply states the price and what would be accomplished during the visit. Had the sales *** been honest, stating that they were just hoping to reset, I wouldnt have agreed to this.   As a small business owner, I dont appreciate this conglomerate bullying me with the threat of credit collections after they were less than forthright in prospecting my business  

  
  
  Regards,
  
  ****** ****
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:04/01/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  4/1/25. This is a service complaint. I have called and spoken with many people and techs to try to solve this problem to no avail. My camera keeps triggering when it rains out and uses a lot of my clips. There answer is I should up my clips at my expense I feel that their equipment is not working properly and they should up the clips at their expense. Thank you *** *.

  Business Response

  Date: 04/03/2025

  Mr. Giardinii's account is not handled out our of Pittston Pennsylvania office.  I can not even access it to either assist or direct him to the correct person to assist.

  Customer Answer

  Date: 04/07/2025

  [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: 23147151
  
  I am rejecting this response because:

  it is the only address closest to my location. I have an 800 number and they switch me internally to someone who helps with my zip code . If they have an address closer to me please add that to this complaint. 
  
  
  Regards,
  
  *** ********
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 04/17/2025

  Mr. ********** account is handled by our Authorized Dealer Division.  They are based out of our corporate headquarters in ***********************, and can be best reached by ***********************************************************************

  Unfortunately, we can not even access his account from here in our Northeastern Pennsylvania office.

  Customer Answer

  Date: 04/17/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *** ********
  
  

• Initial Complaint

  Date:04/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Vector Security charges me a monthly charge of $50.79 for their service. On 1/26/24 my panel for my monitoring system quit working. After speaking to someone from their technical team and trying everything they suggested which the process took over two hours, their technical person stated she would have to send my call to scheduling to have a technician come to my home. She stated that scheduling would call me. By Monday afternoon, I had not heard from scheduling so I called and the next available appointment was 2/8/24. My appointment was from 10am - 2pm. The technician didnt arrive until 2:30pm. My problem was resolved that day. However, a $25 service charge was added to my account. Since my monthly bill is $50.79 and my service was out for 2 weeks, I had offered that they dismiss the $25 service charge since I had already paid my monthly bill for the month. That would settle the debt from both sides. Vector Security came back with the solution that I still pay the service charge and they will give me a $20 credit since I only pay $33.48 for monitoring. My bill is $50.79/mo. I said no. Come to find out Vector doesnt break their invoices out by services. I pay $33.48/monitoring; $10.82/to use phone app for system and paying bill; $6.49/service agreement for $50.79/mo. These items arent broken out in invoice. If Im paying $6.49/mo. for a service agreement, why am I being charged a $25 for a service call? My mother has Vector Security and her service was out for 1 month, she doesnt use the phone app so she wasnt aware her service wasnt working. They emailed her after the month of no service to notify her. She does pay for a service agreement, as well however she still got charged a $25 service charge. They only gave her a credit for 2 weeks on her invoice. Im not understanding why they dont break their invoices down and why they are charging a $25 service call charge when their customers are already paying for a service agreement.

  Business Response

  Date: 04/10/2024

  ******:

  It never ceases to amaze me how a business can get so focused on such a minor issue (like a $25 credit) that they lose the bigger picture - a relatively happy customer who also has a family member with us!  SIGH.

  I have put an action in to have the $25 removed from your account, plus i will also add another 2 months of credit on your account ($101.58) just as a thank you for being a customer and as an apology for the inconvenience and frustration that the recent incident caused.

  Feel free to reach out to me at our ******** office if I can ever assist in the future.

  ***********************, Executive Administrator.  ************************************* 

   

• Initial Complaint

  Date:05/26/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In March 2023, I contacted Vector Security to have service discontinued because we were selling home. I was advised that we still had two years remaining on a contract and cost would be around $1,200. We were NOT aware we had a 3 year contract. In March of 2022, an installer came to upgrade us from 3G to 4G as required. My husband was told he was just signing to say the work was completed - NOTHING about a new contract. I have since been advised by a Vector salesperson that the cost of the part was $250.00. The remainder of the amount due is for monthly monitoring service. I have since found NUMEROUS reviews from other customers stating they have the same issue. I feel like the movie - the robbery is coming from within the house. Up until this issue, we had Vector services for almost 10 years and were very happy with them, even recommending them to friends and family..

  Business Response

  Date: 05/30/2023

  Please provide some further information so we can locate this customer.  An address on which the protected property is located would be great.