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Business Profile

Security Systems Consultants

Vector Security, Inc
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Important information

  • Customer Complaint:
    According to information provided by the company, the Springfield, VA location is the location that handles complaints against firms in its Authorized Dealer Program.  These are transactions outside the service areas of company locations and sold by an Authorized Dealer.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 1 complaint 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:08/20/2025

    Type:Order Issues
    Status:
    Resolved
    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 vector security May of 2024 on a three-year contract. Around June the fire alarm kept going off sending the fire department to my property. I tried multiple times to get them to stop sending the fire department or to put the alarm on pause, to no avail. Eventually I asked to just cancel the account because it was becoming too much of an issue and eventually the fire department would begin to charge me. I believe they came five times. I decided to just unplug the system so the fire department would not keep coming back whenever the fire alarm went off. I requested to cancel the service and they said that someone higher up would reach out to me so I waited over a week called back and still no response. They only started calling me back once I told them that I was not paying anymore until the situation was completely resolved. This cost them to actually reach out to me but at this point I just want to cancel the contract and not pay the remainder which is around $1200 Also one of the cameras stopped working for a couple months and randomly started working again recently.

    Business Response

    Date: 08/26/2025

    We have reached an agreement with Mr. ***** to cancel his agreement.  

    Customer Answer

    Date: 08/30/2025

    [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:08/23/2024

    Type:Service or Repair 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.
    They are claiming I have renewed 12 months of my contract which I did not.  the State law says for the automatic renewal to take effect they have to inform me of the renewal in writing 60 days in advance which they did not.  I just want the system cancelled.  I fulfilled all agreements with them. 

    Customer Answer

    Date: 08/23/2024

    I had Vector security since 2020. I cancelled them because I got Vivint. Vector is now saying I renewed my contract which I did not do. They sent me the contract and its my old one. If they are talking about the auto renew that doesnt work in ******* unless they inform me 60 days in advance of the renewal in writing which they did not. Therefore it cant renew.

  • Initial Complaint

    Date:07/02/2024

    Type:Customer Service 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.

    [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: 21795391

    I am rejecting this response because:

     

    This is an untrue statement. Every email I have received from you all is from ******************************* whos address is in ** at your same address. Please see the referenced photos from the original report and again in her recent email to me attached to this message. 

    How would she contact me without having access to my contact information or account? 

    Regards,

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








    Business Response

    Date: 06/20/2024

    ************************* account is not serviced by this branch.  We are in Northeastern ************ and can not even see this customer.

    Customer Answer

    Date: 07/02/2024

    I have left several voicemails and emails over the last 7 months to request termination of services due to inaccessibility of my alarm cameras, required apps, online account or customer service to resolve several issues with our alarm system. I have never received a call back from my voicemails and my emails for termination requests are ignored. Please see the attached photos of email replies to the only email address I have from a **** ******************************** at vector. I need to have these services cancelled immediately so I can begin with a different service provider but can not reach ANYONE at the company to do so. I receive email reminders for payment requests for services that I am not receiving with no acknowledgment of my communication attempts. I am looking to have the bill adjusted for all of the months i have requested termination for and a letter sent to me stating my account is cancelled and to please stop sending me emails that are not going to be responded to. It is harassment at this point.

    Business Response

    Date: 07/02/2024

    Account has been terminated and no final bill will be due.

  • Initial Complaint

    Date:03/06/2023

    Type:Service or Repair 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.
    My contract with Vector security is up and I decided due to their price increase in Jan 2023 and the fact it's absolutely awful to get a hold of someone at vector and/or get a question answered that I was switching companies after over 6 years. I spoke with ******************************* on Feb 1st, and she emailed me a form to fill out to have the system monitoring and billing stop. I filled out the form immediately. ******* stated that I would receive a confirmation email ASAP for the system monitoring cancel (I received nothing) I called and was transferred several times and finely left a message for the cancel department (no callback) I called back again, and I was told by ******* that I was canceled, and I would receive a confirmation (again...nothing) My new company took out my Vector system on Feb 18th. I called Vector after still not getting any notifications of my system being monitoring being cut off on Feb 27th - They informed me that my monitoring was canceled as of that day. I said how is that possible since my system was taken out of my house the week prior - If someone was "monitoring" shouldn't I get a call that my system was removed? The agent had no answer. I checked my account and had a $0 balance - (never paid late in the 6 plus years I had vector as a company) HOWEVER I have received letters for past due amounts in the amount of $60.23, $180.79, $161,22 and I got my finial notice on 3/4.23 for $125.84. After calling in multiple times over hours on the phone I was given ******************************* in accounting - She said my bill is absolutely wrong and stated it should be $54.95 - The 4th or 5th different amount I was given after I was told I was paid in full. I agreed to pay the amount just for the issue to go away. ******** sent me an email that I was again - Paid in full. I again got a letter for amount past due of $125.84 that has my $54.95 payment was included. I reached out to ******** 3/6/23 again and she stated I was good but to "Please call us to speak with someone regarding bill. Thank you!" Then soon after emailed me back stating I was paid in full. This company is an absolute mess - I don't want to see a bill go to a collection especially when I don't have a bill! I have all the emails and letters - I also called form my work phone that is recorded. I have everything showing I am paid in full including multiple emails. I don't know what to do.

    Business Response

    Date: 03/31/2023

    Your account is paid in full and no other money is due.  

    Customer Answer

    Date: 04/05/2023

    [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 am still getting notices that I owe money - I need a dated letter to state I'm paid in full.  

    Regards,

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

    Customer Answer

    Date: 09/05/2023

    I have had no communication from the company.  Vector has stated that my bill has been paid in full several times, However I have still received bills in the past with different amounts due.   I requested to have a letter sent to me from them stating its paid in full to protect my credit from any of their future billing issues.   

    Business Response

    Date: 09/14/2023

    Verified account is closed and no money is owed.  Emailed customer stating this.

    Customer Answer

    Date: 09/15/2023

    [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:

    Vector has emailed me a letter stating account is paid in however its generic and does not include my full name or account number.  The letter is also not signed.   This is something I could make.   This does not suffice.   I want to make sure I am protected from any negative credit hits or collections from this company due to their poor service and account management.  My account was never past due and always paid for the length of my entire contract.   

    Regards,

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

Vector Security, Inc is BBB Accredited.

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