Complaints

• Initial Complaint

  01/16/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Deceptive business practices:I started service with Vector Security at my home in **** on 3/1/23. In 2024 I had to sell my home and move to another state. I followed instruciton on the Vector Security website under Moving and filled out an online form which states Complete the form below and a Vector Security representative will be in touch to verify and complete cancellation of services. I received a call from a Vector Security representative who took my information and confirmed cancellation of services. In January 2025 I received an email from a Vector Security representatve stating that "All contact has been unsuccessful, and your account is now more than 90 days past due." I had not received any other contact (phone call/tex/email/mail) I responded and was told that there was no information about cancellation on my account. The next day I received an email stating "the cancellation has been processed today. There is a Balance on the agreement owed thru 3/12/2026". I asked if that meant that I am being billed for security services for a home I no longer own through March of 2026 I was told that "If you cancel before the 3 year term for any reason, you do owe the remaining balance ...and if the new home owner takes over the system, you would be released from the contract" How would l know if the new home owner takes over the system? I pay for the full three year term even though the new owner is paying as well? Is it appropriate for a company to collect for services that are not being provided? Is Vector Security double dipping? It seems that the company deceives customers into believing that they can cancel their contracts, when in actuality it is not possible? The customer contract does not explicitly address customer cancellation. None of this is made clear to the customer and the ******************** website does not include clear information about how to cancel services. These are very deceptive business practices.

  Business response

  01/17/2025

  Good afternoon!

  In reviewing this complaint - customer entered a ****** contract on 3/1/2023. The customer is responsible for the balance of the contract if they end their contract for any reason. Letters were sent on 11/13/24, 12/13/24 & 1/2/25  
  She had invoices mail out 10/3, 11/3,12/3, and 1/6 

  Customer was sent a copy of the signed agreement. 

  In Section 2.2 of our contract, it states you agree to pay us for the initial term of 36 months $3,040.20
  In Section 3 it states the 3 year term

   

  The balance owed on the contract is $1431.36

  Customer response

  01/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  The business did not address the complaint in their response. The complaint is in regard to the business' use of deceptive practices. The business has a form on their website that indicates the customer can cancel service. Filling out the online form resulted in a phone call from a representative from Vector Security to confirm cancellation of service. However, the service was not cancelled. Months later Vector Security told me that I (the customer) am not able to cancel the contract for any reason. Therefore - offering a cancellation form is deceptive as, according to the business, the customer is not able to cancel.
  In addition, Section 3 of the contract states the contract term is for three (3) years but also states "unless cancelled by either of us in writing at least 30 days before the end of the initial term or any renewal" - that statement misleads the customer into believing they are able to cancel the contract.
  
  Section 12 in the contract states that Vector can cancel the contract at any time for any reason. 
  
  Including this language in the contract indicates to the customer that cancellation is possible; however, according to Vector Security, is it not.  This is deceptive practice.  
  Vector Security also stated that "if the new home owner takes over the system, you would be released from the contract" - this yet again indicates that the contract CAN be terminated. There is no way for the customer to know if new home owners have set up service.
  
  According to the ************************, An act or practice is deceptive where A representation, omission, or practice misleads or is likely to mislead the consumer; A consumers interpretation of the representation, omission, or practice is considered reasonable under the circumstances; and The misleading representation, omission, or practice is material. 
  
  
  Regards,
  
  ***** *****

  Business response

  01/30/2025

  In Response to the deceptive business practices: In Section 3 in states that it can be cancelled within 30 days of the "initial" term - this is a contract. It indicates it is a 3-year agreement - anytime you cancel within the 3-year term with any signed agreement you pay the balance of the contract, which is what you will billed for. 

  However, you have mentioned that you sent in an online request to have this cancelled - you should have received confirmation of that e-mail. Could you please provide that email to us and I will be more than happy to review to ensure we did not miss anything on our end. 

   

  Thanks, 

• Initial Complaint

  09/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We were very happy with the service, but unfortunately, Vector Security's business ethics are not worthy of anything above a one star. Be aware of promises that are made to you when you sign up for service. When we moved into our rental unit, there was already an existing system in place that had been set up by the real estate company. We "activated" the system with the help of the salesperson, Jack C*******, who assured us that if we moved before our 3 year contract was up, (we were fairly certain that this would occur) it would be "no problem" for us to either transfer the service to our new location, or end the contract early without penalty. We ended up moving out of state for a job transfer, contacted Mr. C******* who said "I'll take care of it". A week later we got an invoice for the balance of our contract and Mr. C******* is no longer answering our calls or returning messages. We asked to have our service transferred to our new location, but were told that Vector doesn't service our new area.

  Business response

  09/16/2024

  Vector will not hold the customer to their contract terms and will have the account removed from the credit agency.

  Customer response

  09/20/2024

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

  01/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I’ve been having multiple issues with my system that has caused me to contact technical support on multiple occasions. It’s got to the point where I would just troubleshoot and try to fix the issue myself due to no one ever being available to accept my call or I would have to wait multiple days just to receive a call back. For example the most recent experience I’ve had where I feel as if vector has continued to drop the ball with my concerns is I had a sensor error that would continue to go off either late at night or early in the morning. I called several times this past week and left a message about my issue. I have yet to hear back from any off your agents to assist me with resolving this issue. I take my family’s safety very seriously and based on Vectors company’s actions, I have no other choice but to believe that they don’t. I have faulty equipment that I have to continue to reset and attempt to troubleshoot on my own just because I’m not receiving any assistance from your company and by the time that I do receive a callback, I have already either resolved the issue on my own or choose to not even continue with troubleshooting with them because I don’t have the time. It’s exhausting giving your company my hard earned money every month (and I don’t appreciate these people calling me every month to harass me about a payment that I have already made) to just receive subpar, below average service. So as a request to resolve this situation amicably, I wanted to see if we could negotiate an arrangement for me to exit vector as my security company because that is one thing that your company has not provided me and my family with… SECURITY.

  Business response

  01/05/2024

  Good Afternoon Mr *****!

  We apologize for the experience you've had with our South Florida office. We take the security and safety of our customers very seriously. We will cancel your account and not charge for the remainder of the contract.

  We wish you and your family a prosperous New Year!!

  Customer response

  01/05/2024

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

  11/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I opened my account with Vector Security in June of 2021 when I bought my home in Virginia, I got married and my husband retired from the military so we relocated to GA. I contacted Vector and was unable to change my service to my new location, so the representative said they will try to contact the new owners and see if they were willing to take over the contract. I received no correspondence whether they did or not. I decided to check today to make sure the account was closed and there is now a $1,724.66 (invoice number *********. I do not understand how that is even legal if I cannot get their service in my area. I would not recommend this service to anyone I know. I have never written a review before in my life, but this should not be a normal practice. I still don't have the statement and I updated my address with them previously, so I don't why they sent it to my old address on 10/9/2023 with a pay date of 11/8/2023. My account number is ********

  Business response

  11/16/2023

  On May 25, 2021, ******* ***** signed a contract that states the initial term of the contract is 60 months. The contract also states that the total sum to be pay for the initial 60 months is $2,999.40, payable at the rate of $49.99 per month.

  On August 1, 2023, Ms. ***** contacted our office to cancel her account. She informed us that she moved to Georgia and did not want service at her new location. Vector Security does provide service in Georgia, and it was offered to her, but she stated she did not want to continue service with us. We informed her of the contract terms and that she would have a final bill of $1,724.66 for the remaining balance of the contract. We did tell her that if the new homeowners signed up for service, we would not hold her to that balance. We offered to hold the final bill for two months to allow time for that to possibly happen. 

  On August 8, 2023, we received Ms. ***** cancellation notice with her new address, which was updated in our system at that time. On August 9, 2023, the account was cancelled. Unfortunately, the new homeowners did not sign up with us, so on October 9, 2023, we posted the final bill for $1,724.66 and it was mailed to the Georgia address that she provided in her cancellation notice. 

  On November 10, 2023, we left a message for Ms. ***** about the past due balance on the account. Since payment has not been received, the account is set to be referred to an outside collection agency this month. To prevent this from happening, Ms. ***** will need to either pay the balance owed or sign up for service at her new location. 

• Initial Complaint

  07/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My mother had a security system with Vector. They came to install an upgrade they said she needed, I signed the paperwork (I signed all her paperwork). Mom passed away 7/22/21, I kept the service until we sold mom's house on 4/5/23. I called to cancel, sent them copy of death certificate and now they are billing me for $566.43. I don't feel I owe this.

  Business response

  08/11/2023

  Account terminated and no final bill is due.

• Initial Complaint

  05/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cancelled my service after. Early two years due to constant false alarms and phone calls. Upon cancelling, they did charge me a cancellation fee as the contract stated, and I paid in full. The issue is that their system equipment is installed in my home and they refuse to come out and disconnect, thus I have suddenly beeping at times and false alarms. All I ask was for them to come out and properly disconnect. They refused to do that and now I am stuck with their equipment and things hard wired. The account was always paid through auto pay and their service levels to disconnect are flat out unacceptable.

  Business response

  05/22/2023

  I apologize for any inconvenience that was caused.  i have left a message for the customer to call me directly and we can resolve.

  thank you,

  Fran D*****

  Branch Administrator

• Initial Complaint

  03/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I started my Security with Vector 1/24/2023
  they didn’t tell me anything no instruction paid 266.00 +49.95 &
  I just want my money back this was a complete catastrophe & I will move on
  to another company.
  ************ cell
  ************ home
  Please help 2weeks ago after I told them I was filing a complaint they
  Cancel my service so my worry is my money & my signature which I never
  got the contract in the mail after asking 3 times.
  

  Business response

  03/21/2023

  The customer was released from her contract without penalty

  Customer response

  03/30/2023

  
  
  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. 

  
  I accept the the offer with Vector Security 
  they need to call me & make arrangements to pick up the broken Security system they
  put in my home. 
  

  Thank you
  ****** ****** 
  

• Initial Complaint

  02/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Vector is charging me a monthly fee for a house I no longer occupy. They sent forms via email for me to fill out. I filled these out several times and they still keep charging me for a house I no longer occupy. It's been 4 months now. I use vector at my new address which is *** ********** *** ******** ******* ** *****. My previous address which I no longer occupy is *** ***** *** ******** ******* ** *****.

  Business response

  02/20/2023

  The customer was called by our Customer Care Supervisor today and was told the service to his old address has been canceled and credits are processing on his account.  She asked him if he had any questions or any other concerns she could address.  Mr. ****** said no, that was his only issue.  Vector Security considers this matter resloved.   

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed on with the service and it was installed on December 8th. While installing the system it was alerting that there were problems with the windows. I assumed that the technician took care of the issues during the install. Two weeks passed and I was still having problems with the window sensors going off so I called the Sales Representative back. The day I was leaving for vacation the sensors were going off and the sales representative came by again. He said that he fixed it. The same night i received an alert on my phone that the window sensor was alarming. Once back from vacation as I walked into the house the system was beeping and talking. I then tried calling the Sales Representative again but didn't reach him so I sent him a message. He responded that he was out of town. He wanted to come back out on that Friday and I told him that I was having company and didn't want to be bothered. I told him that I wanted to cancel my service. He then stated that they would ruin my credit and they would put a lien on my house.

  Business response

  01/11/2023

  Authorized Dealer "Family First Security" states they have spoken with the customer and all issues have been resolved.

• Initial Complaint

  10/12/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought a new home with the security system included. When the company came to hook it up I was busy moving in my new home. The salesman asked if I wanted to try the text monitor system. I said I don’t think I need it. He said try it for a month and if you don’t like it I can cancel. I tried to cancel and they said I signed a contract for 36 months. They said I can cancel but they will still charge me for 35 remaining months. I am having trouble with my wife and I need to cancel and I was deceived by the salesman. I never heard of a one year contract let alone 3 years. Can you please help me cancel this Thank you in advance ***** ******

  Business response

  10/13/2022

  Good Morning Mr ******!

  We apologize for the confusion.  You did sign an agreement that explains the details of the purchase.  Please see attached signed agreement dated Aug 29th authorizing the monthly charges for basic interactive.  We will cancel the attached agreement. Please allow 48-72 hours for the agreement to cancel.  Please reach out to us if you have any questions or concerns.

  Thank you and have a great day!!

  Sincerely,

  David K******

  General Manager

*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. ↩