Vector Security レビュー 575

Great service! Easy to read/operate pad. I had Vector Security at my other house. Calling and scheduling appointments is easy, quick. I'd recommend them.

Excellent service and the service technicians are professional and helpful

I'm not really sure what I'm paying for every month, it seems the price of this just keeps going up. When I checked back into ADT they were only a quarter of the price that I'm paying Vector. I may have to go back to them. The whole reason I went with Vector was because you were less than ADT, now ypi are so much more than them

Vector is way too expensive and their security and video equipment is very poor quality. Once my contract runs out, I am switching to a much better company with state of the art equipment.

Chris and Dave are outstanding in scheduling and providing the BEST service! They go the extra distance. I would be happy to highly recommend Vector Security to anyone. As a former Pittsburgh resident, I've had Vector Security continuously for the last 30 years.

Monitoring is also very good.

VECTOR IS HORRIBLE!!! STAY AWAY! I have been a loyal paying vector customer for 10 years. On September 21, 2017, I accidently set off my alarm by way of my key fob. Vector contacted me via my 2 way speakers and was unable to hear me. The representative did however, call my mobile phone and advised that she would have technical support to contact me to schedule an appointment to have my system serviced as they are unable to hear me on the 2 way (appointment scheduled for September 27, 2017). The following day as I am home on my lunch break, my alarm goes off without reason to the highest level. I disarmed my system and waited for vector to call…. NO CALL. So I contacted vector; I was informed that they weren’t alerted that my system was going off. She proceeds to run a series of test on her end with no success of my security system having communication with vector! She advised that she was going to add it to the ticket to have the technician service. REALLY!!! So are you seriously telling me that I am paying for services that don’t work?? This didn’t sit well with me, so I contacted vector again and spoke with Clinton Winters (supervisor). I expressed my concerns and needed to know where the sense of urgency was? He tells me that he only sees where my 2 way isn’t working in the system. I advised Clinton that I just spoke with a rep who tested my system and it was found that there is no communication between vector and my system, and waiting an entire week to have this issue resolved is not acceptable from a company who stands by reacting within the first 2 seconds and so on. Per Clinton, he would call me back to get someone out sooner, as this problem should be resolved within 24-48 hours. NEEDLESS to say I NEVER heard back from Clinton and my appointment for September 27, 2017 was kept. When the technician came out he found that the initial technician who installed my system didn’t have any screws in my system. He ran a few test and thereafter the communication with my system and vector was restored; however the 2 way speaker still wasn’t working. An order was placed for my system to be replaced, but it wasn’t going to be until October 6, 2017 when it could be installed. No sweat, as long as vector was alerted in an emergent situation, right? WRONG! Fast forward to September 29, 2017, I had house guests over who went outside with my system armed and myself not being home. Once I was contacted, my system was at the highest sound possible. It was disarmed, but it was rather peculiar that vector had NOT called me. So, I called them to find out that they had not received the alert. I was livid, as a technician was just at my residence 2 days prior assuring me that everything with the communication was handled. I was transferred to Clinton Winters again, the same Clinton Winters who NEVER returned my call the previous week. I was told by his secretary that he was in a meeting and would have to get back with me, I advised her that was not acceptable and I needed to speak with another supervisor or someone who really CARES about what is going on with my system. After about 5 minutes Clinton came on the phone unbothered. His only response was ma’am I don’t know why we didn’t get the signal. I asked for the number to corporate only to have him give me the number to customer service. I found corporates number online, but only received the voicemail. At this point I don’t need voicemails. Clinton called me back to give me the correct number and to say that they are going to upgrade my system to digital free of charge… Clinton I am digital. He then says maybe I am saying it wrong, I’m not technical… Then tell me, Clinton, what makes this system better? He says I will have to ask one of my guys…. Remember, he is the supervisor…. Miraculously, he did say that instead of having someone come on October 6, 2017 he would have someone come on October 2, 2017.
After a few hours of thinking about all of the HELL that I’ve experienced over the past few weeks, from my SECURITY company, and I’ve been a loyal paying customer for the past ten years I decided to cancel my services. So, I called back calmly to ask to have my services canceled.
OH MY…
Initially, I was told once again someone would call me back within 24-48 hours to process my request. After getting off of the phone I remembered that a tech was scheduled to come to my residence on Monday, so I called back, the same representative answered the phone, but this time with attitude. I’m exhausted so I asked to speak with her supervisor. Her supervisor asked if I said that his representative had an attitude as though questioning what had just transpired. I advised him that this isn’t up for debate, I just want to cancel my services and have the debit that was just taken from my account refunded. My only reason for calling back was to cancel the technician for Monday. After, he reviewed the notes on my case he apologized and said he would transfer me directly to the cancellation department so that I wouldn’t have to wait the 24-48 hours. Once there the representative told me that I renewed my contract to a 5 year and I can’t cancel until 2019. WRONG! When I upgraded my system I contemplated getting cameras, but changed my mind because they are too bulky, instead I moved forward with having the digital system. That is a 3 year contract expiring December 2017. HOWEVER, with the issues that I am having with vector that should now be null and void. As I am speaking with her my system started to go off randomly!!! She immediately transferred me back to Clinton Winters, who came on the phone saying I AM NOT cancelling your services. I am now disturbed Clinton do you hear my system going off for no known reason, he calls Carlos, his technician, to walk me through disarming my system. REALLY, I’ve been disarming my system with Vector for 10 years don’t insult my intelligence. After I disarmed it, 2 minutes later it went off again, still with Clinton saying that he was not cancelling my services and I’m in a 5 year contract. I offered to forward a copy of my contract to him that says that is was just a 3 year and it doesn’t matter its now null and void!! Carlos proceeds to ask me if I am putting in the right passcode... REALLY!!! I asked for Clinton’s manager, Steven Hammer. He places me on hold and then came back to say that he has suspended my services immediately. I asked about my refund he said that it would be refunded and hung up the phone on me….
October 4, 2017 my funds still hasn’t been refunded to my account. I spoke with Ashley in the billing department who said that the funds were sent to my bank they just need to release it to my account. I didn’t see any pending transactions online with my bank so I called them. Per my institution, there isn’t any pending transactions from Vector. I made a three-way call with my bank and vector and spoke with Samantha in billing who said that she doesn’t see where vector had deposited the funds back into my account. I advised Samantha that I just spoke with Ashley 10 minutes ago who told me something different. Per Samantha she is trying to reach Ashley, but was unsuccessful she is going to return my call by the end of the business day. I’m sure that I was only told this because my bank was on the line. I despise VECTOR!! Please don’t waste your time or money!!! Did I mention that I was a loyal paying customer for 10 years and this is the treatment and thanks that I get.

UPDATE--October 4, 2017 @ 2pm
Samantha, just called me back saying that she didn't see on file where I spoke with someone in billing this morning, but she has read the notes again and my funds should be released to my bank in 3 days.. so did I just make up the person from this morning?! Aren't these calls supposed to be recorded? I've NEVER experienced anything like this. I guess if my funds aren't refunded in 3 days I'll have to call back.

This company is nothing but scam artists. My husband is in the Army, and they will not let us out of our contract, even though we have PCS orders, because I had to put the contract in my name. What would this company have done if my husband were deployed? Nothing, that's what the CSR told me. We are locked into a contract for an alarm system we are not using. I HIGHLY recommend using another security company, i.e. ADT or really anyone else.

The salesperson basically harassed me when we first bought our house, and then didn't mention that it was a 3 year contract until I was literally signing the papers. He also said that any PCS orders would immediately release us from the contract, which was a complete lie.

Update: I am changing my 1 star review to a 2 star review. I had a very nice CSR contact me this evening explaining that Vector respects military families. They will allow us to use my husband's PCS orders even though the account is in my name.

However, I sent 2 emails requesting that they contact me, never heard a word. And, I still have to furnish not only the PCS orders, but also a bill of sale of our house and/or a hand written letter stating that we want our contract to end in May and why. This is extremely inconvenient. Why would they not make a way to do this verbally over the phone or on an internet form. Now I have to make sure that my letter is sent in certified mail so I know for certain that they receive the letter. I do NOT want our contract to auto-renew in May (and it's ridiculous that it even would without me signing a new contract). This entire process has been a headache, as was dealing with the original salesperson who came to my house every day for a WEEK ringing my doorbell to get me to sign a contract.

I can appreciate that security systems don't fall under SCRA, but I'd like the company to think about how unreasonable and inconvenient it is to ask a family who generally has to move every 2-3 years to provide this much paperwork (and first get the house sold) just to get out of a security contract, AND expect them to be pleased about their contract auto renewing without a hand written letter.

I appreciate the kind CSR and her help, but I will not recommend this company to other military families. This company would be useful for families who are permanently stationed in a place, and do not move around.

They will breeze past it in their sales pitch, but Vector will lock you into long-term (3+ years) contracts, that then auto-renew for a YEAR at a time. Cancelling is an extremely burdensome process that cannot be done directly online, over the phone, or even in person. You have to submit a written statement more than 30 days ahead of the contract expiration, or they are charging you for an entire extra YEAR. They absolutely will NOT work with you to shorten a contract under any circumstances, even for military on orders. They say on their website that this is "standard across the industry"...it is not. Their customer service is extremely hit or miss. Sometimes it is fine, others it is brutal with rude, unhelpful people. Stay away from this company. There is no reason to lock yourself into their ridiculous contracts.

UPDATE: I have upped my rating from previous 1-star after speaking with a Vector representative today (who was very nice). The service itself is fine, but as the response from Vector below confirms, you must be aware of the contract you are getting into. I personally feel that a year-long auto-renewal is a bit over the top and doesn't give me peace of mind as much as a feeling of being trapped. I think it is out of step with the competition that is disrupting this market space now that does not require long term contracts or have auto-renewals of excessive lengths of time. I was able to cancel my service today mid-contract as military (it was set to auto-renew in December), but based on the wording on their website, I can't guarantee that this would be afforded to everyone, even military with PCS orders, especially if you are keeping the property as a rental. The representative today told me that they work with people to allow them out of their contracts when able and they did this for me, but you will have to balance that against other reviews that claim that this is/was not the case for them. I was well past my initial contract period and never had any equipment installed or purchased (it was already in the house when I purchased it), so I was not tied into a contract for that aspect, but that could definitely catch people too (although that is at least understandable if you are getting a discount on equipment/installation based on a specified contract term). I also discussed my frustration with not getting straight answers from some of their support representatives and the person I spoke to agreed that they would address the lack of training/awareness on cancellation procedures with support and sales staff. I think in addition to that they need to make the cancellation process more accessible/clearly advertised on their website. As it is now, you really have to dig for it (I used the contact us section and selected the moving option...but if you are not moving and just want to end your service, there is no obvious option to accomplish that).

If the contract considerations are not an issue for you, then Vector could be a fine option.

I recently moved to a new home starting 8/31. I was a loyal customer for vector security for 10 years. I still wanted to continue the association to the new house that I moved. But unfortunately, I find the sales department's lack of appreciation for a loyal customer apalling. I have 20 months left on my contract and my monthly charges are 39.99. A month ago, before I moved , I requested vector if they can move my equipment to the new property. They discouraged me by saying what if they leave holes when they move the equipments. They are interested in pushing new equipemnts and increasing the price. This is a very unfair business practice considering that I am still under contract and cannot leave. I am happy to continue my association at the same price. But the sales guys are really pushy and don't care if I was a loyal customer or not. Can sometime help me with this please.

Vector Security bought out our local monitoring service. Wife was recovering from cancer/chemo at the time. Salesman rang door bell and told wife needed her to sign a contract "just to change the service." Sold our house two years later. Vector now says wife signed a 3 year contract and we owe another year for $500. Refused to cancel service even though new home owner (at our suggestion) continued service with Vector. We have refused payment and Vector sent account to a collection agency. STRONGLY SUGGEST YOU NEVER USE THIS COMPANY.

Interactions with personnel can range from helpful to a do not care attitude.

Do not use. Did not realize I was signing a 5 year contract. then they call me not realizing I was already a customer and said I was paying to much. When I ask to lower the monthly charge they told me I could because I was under contract.

First of all, they never called to check on thing when the alarm would actually go off...then on top of that, we are military, so when it came time to PCS, they made us pay out the remainder of our contract even after we sent them a copy of the orders and a written notice to cancel service. They are rude on the phone in their customer service department and we have already told all our military friends to never use them.

I ave been pleased with my service for years. the customer service and staff is friendly and professional all at the same time. they explain how everything works

The service man that came to replace my battery was excellent. Service over the phone not so good. I was getting this low battery warning and was given instructions how to stop it when the alarm sounded. My appointment to replace battery was delayed and the alarm kept going off. I asked service people on phone if I could stop the alarm until someone could replace battery and was told you just can do it when it goes off. Not so according to service man. I had to put up with the damn alarm going off sometimes at night for two weeks and it was totally unnecessary! Service person on phone should have given me instruction to shut alarm off.

8/30/17 Update.
Wow, someone really reads these things. Not only did I see the written response, but I got a call from the local manager. I am more than satisfied with the final outcome. Thanks Vertor!

Vector has been our Security advisor and monitoring service for over 20 years. System is up-to-date and wireless as well as hard-wired. Response to questions always answered accurately and promptly. Thanks to all.

I still need someone to come and fix my phone app for remote use

I had to keep paying a technician to come reset my panel every time my smoke alarm went off and now they won't let me cancel. I canceled my service in April and they are still billing me and calling me, it's a nightmare. I'm sure they work just fine for some folks they just didn't work for us and I wish they would just leave me alone.

Not happy with the service provided. Have an issue with the system and cannot get anyone to solve it after calls.