Vector Security is one of our clients so it was our professional courtesy and sop to offer opportunity to earn our business. Also the owner of the company recommended Vector because they are the security company he uses residentially at several locations. As purchasing manager, I have to say the best service and the best price was given by Rick **. He spent as much time necessary with me, explaining every aspect of quote and installation process. We have had no problems. We are thrilled with the outcome of your service. Eric came out for annual inspection and everything is good to go! I recommend your services to anyone I come in contact with when the subject arises.
I have enjoyed the peace of mind and security with my Vector Security system for almost 2 years. When someone stole a package from my front porch last week, I turned to the company again for their home video surveillance system. Doug ** was at my home in one hour to set up service. They were able to fit me into their schedule on Monday. My service was expertly installed by Mark **. Five stars for Vector Security for this low-cost addition to my home, 24-hour excellent customer service and support.
I have been with Vector for about 5 years and I've always had a pleasant experience with your dispatchers and your technicians. It was a pleasure working with Sean **. He showed up before the time I was told and I really appreciated that. He explained to me about upgrading my system and eased my worries about a heat detector that was hanging in my garage that's not connected to your system. He talked to me about purchasing a heat but I'm not ready as of yet. I really appreciate your prompt response to this. I feel safe and secure! Looking to continue my service.
The technical customer service person I talked with could not have been nicer or more helpful. She was very patient with me and quickly solved the problem... and offered other helpful information. Kudos for this experience! It is nice to be able to get problems resolved so efficiently and quickly when they do occur. Having a beep to signal a system problem is good, but if you have to wait to get it corrected, you don't want to hear beeps periodically to let you know there is a problem.
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I received excellent customer service today when I called to update my call list. The call was fast and efficient. They took care of my issue with one phone call. They always do a great job. They are friendly and knowledgeable at all times.
Thank you for your feedback. The incident you describe is certainly not the type of service we strive to deliver. We apologize for the problems you experienced. Your local branch is looking into this matter.
Original review: Oct. 20, 2016
One of tech came out to set up the security at my home but just left without doing anything! We waited for a week to have a service since today was the earliest for them to come out. But he didn't know anything how to do it. What made me more angry was that he damaged our walls and the door... Really?! What kind of service is that? I'm very very disappointed with VECTOR SECURITY COMPANY...
Dexter ** made the call for our issue and was excellent, courteous, friendly, and knowledgeable. I was very appreciative and impressed with the time he spent on the call as it was not a major issue with the system. He provided some helpful knowledge for us in the future for the well-being of the system. Thanks Dexter!
I always feel we are a priority when working with the Vector staff. No matter how minor the issue the service we receive is always top-notch and helpful in helping us resolve our problem. Our recent request for a change to our emergency access, contact info/roster was extremely smooth and Laurie ** was very professional and pleasant to help us through the process. Thanks!
Called the tech staff to reply to an alarm not turning off. Thought it was the battery, but it was a disconnect. Rep on phone was courteous and helpful. Set up appt for tech to come out and change sensors. I'm happy not to be hearing the beeping!!
We have used the company since 1997 when we moved into our house. Service is always friendly and thorough. Service person always updates us on new products. Whenever a technician comes, he checks out everything and not just the problem. We always recommend Vector to our new neighbors.
We apologize for the difficulty you are having. We understand that a representative has provided you with cancellation procedures and is awaiting your response. Hopefully this resolves the issue. Thank you for having been our customer.
Original review: Oct. 19, 2016
I called two months ago requesting that my service be discontinued and they are still debiting my bank account for this service. I can't believe this is the way they do business. I have called three times today trying to resolve this issue and have been hung up on three times. I guess they plan to continue taking my money instead of stopping the service as requested. Obviously to stop this I will have to close my account and open a new one to get rid of this service. I am totally disgusted with this company and would not recommend them to anyone!!!
I was charged for a repair that I thought should have been covered by my new service policy. Your service representative (Erica, I believe) diligently made an inquiry and successfully resolved the charge in my favor. I think that was the right outcome, but she went above and beyond in her diligence and effort. Also the service tech who came to the house was very good. Many thanks.
Thank you for your comments. We have forwarded your review to your local branch for follow up.
Original review: Oct. 19, 2016
Service was adequate for monitoring. Trying to reach someone in Customer Service is difficult. They are rarely ever available to take your call and require you to leave a voice mail and wait for a return call which can take up 24 hours or longer in some cases. That is very frustrating and inefficient for the customer. If I'm taking the time to make a phone call then I need to speak with someone right away. Other I might as well send an e-mail and wait for a reply.
This is a continuing project. We started with alarm and moved to cameras. Now we added dark finders. Very happy with the service we receive. Will probably need to upgrade the DVR soon. Would recommend Vector to friends and family.
I was in a circular hell trying to deal with forgotten passwords and usernames. Also I had referred a friend a few months ago and have not yet seen the credit on my bill for doing so. It is rare (unfortunately) to find a customer service representative as knowledgeable, helpful, pleasant and friendly as yours. She guided me through every step, didn't rush me, was understanding, and solved all of my problems and more. Congratulations on finding a gem in the customer service sector.
Customer service was great. The young man was patience with me and answered all of my concerns. Thank you and yes, I would highly recommend Vector to others. The programming was easy and as I said, the representative was polite, respectfully, and knowledgeable. It's great to know that resources are available when they are needed most.
I chose Vector because I already used this company at other locations. Installations were performed well and in a timely manner. I have worked with this salesman before and knew I could trust him to guide me in what services and equipment I needed. He has been in the security business through several buyouts and I knew I could trust him.
We have had Vector for many years in all of our homes. It is a very good and reliable system. Rudy came out last week to reset our keyless locking system. He was very knowledgeable and genuinely interested in solving any problem that he could, and he did.
Thank you for your feedback. We understand that a representative has been in touch with you and the issue is being resolved. We apologize for any inconvenience this situation has caused. Thank you for having been our customer.
Original review: Oct. 18, 2016
August 1st, 2011: I was looking for a security service for my home and a sales rep from Vector Security came to my door to offer their services. The sales agent indicated that the equipment was free and that all that was needed from me was to sign a 2 year contract. Through my negligence and Naivete I signed a contract for 5 years instead of 2.
August 1st, 2013: When I followed up on my contract in two years on what I thought was to be the end of my contract I called the customer care line and reviewed my contract. That is where I saw my mistake and that the contract was for 60 months. Being upset with myself and at the sales rep that misrepresented the contract, I took this issue as a costly learning opportunity on my part and paid out the rest of my contract over the next 3 years.
I wrote a letter to Vector security expressing my disappointment with their sales practices and that I realized my mistake. I also indicated that I was not complaining of the core services but that my experience with them was tainted and client retention (me & others) will be difficult to maintain. I received a letter back from Vector indicating that I owed the balance of my contract. My original letter never indicated that I would not pay the balance of the contract, it stated the frustration and disappointment of Vector Security Sales practices.
Friday, September 16, 2016: I called Vector Security to cancel my service for Vector Security. I was instructed by the customer care representative to send a cancellation letter with the following information: date to cancel, account #, address for service, and account Password. I mailed the cancellation letter by certified mail on the afternoon of Friday September 16, 2016 through the US postal service. The letter was received on Monday, September 19, 2016 @ 1:34 pm.
Monday, October 3rd, 2016 10:15 am: I called to verify my account was closed and the customer care person indicated that it was still active and could take up to 30 days to process after the cancellation department received my letter. I told the customer care person that nothing in the contract indicated that it could take 30 days to process. I verified the address with the customer care person. The customer care person left out part of the address, suite 200. I verified with her that I should have included suite 200 on the address and she confirmed, "yes".
I gave the customer care person my email address & phone number; the customer care person indicated she would email the cancellation department to verify the status of my request. I asked the customer care person if she could carbon copy me on the email and she indicated that she was not sure if that was permissible. I did verify that she would let me know the status of my account by the close of business that day and she said "yes". I did not receive a communication that day or the next.
Wednesday, October 5th, 2016 4:39 pm: Spoke with Cathy. She indicated that the person who handled my cancellation was out of the office and my request would be finish it up when they returned. Cathy indicated that my cancellation request was in process and I should get a final bill in the mail by next week. Monday, October 17th, 2016: I received the Final balance due bill of $497.50 for services through August 1st 2017. My contract was for only 60 months which started on August 2011 and would have ended 60 months later on July 2016.
Tuesday, October 18, 2016: Spoke with Cathy a customer care representative. She indicated that since I didnt turn in my cancellation notice in time that my contract reviewed for one year. I looked at the contract and there was a line that I never noticed before that did indicate that cancellation of service needed to be sent via mail 30 days prior to my contract end date.
Bottom line, I was naive and fell for the deceptive sales practices of Vector Security. However my naivete does not negate the validity of the contract I signed. I wish I would have vetted and researched Vector Security more thoroughly and I wished I would have read the contract carefully. Also, the cancellation process is very cumbersome and makes it challenging to cancel. I suspect the cancellation process is intentionally difficult to close. My hope is that others will learn from my experience with Vector Security and that this post will get some views. Buyer beware.
Had major problem with Camera triggering message to my phone. Janet, from Tech-support was excellent in assisting me; and was extremely patient and professional. Janet is an asset to your Technical Support Division and should be acknowledged for her work with me.
It was currently in the property when we acquired. It was also recommended by the previous owner. We are satisfied with our experience with Vector. We would be more satisfied if the cost to upgrade the old equipment was included in the monthly cost, however we do understand why it isn't.
Thank you for your feedback. We have forwarded your comments to your local branch for follow up.
Original review: Oct. 17, 2016
Transferred service when I moved. Was very frustrated that I had to sign another three year contract when I only had one year left on my other contract if I wanted to not have to pay for both taking out old equipment and installing at the new house. I was also told I would get a 15% discount on monthly monitoring and then later told I wouldn't get this. I felt like the sales rep changed his story. Now the same day I had the system installed it isn't working properly and the techs have to come out again. I won't renew with Vector once this contract period is up. The installers were good and it may not be their fault the system isn't working properly.
The representative, Charles, was outstanding. Took his time to explain the features. Vector Securities was aware of the multiple scenarios that may occur. I would highly recommend the company. Stephanie ** in the office was also amazing. The system seems to working fine.
The customer service was very helpful, professional, and fast in their help. Have returned to Vector last year after using a different security service. Vector is definitely the better company with response, knowledge and professionalism. Will also be most happy to recommend to my friends and family.
After talking to a few security system company representatives, I chose Vector Security. The technician who visited was very knowledgeable. He was able to answer all my questions to figure out what type of device is needed at each area or location (When some companies sent sales representatives instead of technicians, they were able to talk about costs but not the system itself). I have been content with the system since the installation. I like the convenience of using the app to control the system. I get emails for status changes. I also got email notifications when power was out for an hour in my neighborhood.
Vector is fantastic. Its monitoring after hours staff understood the issues associated with power outages impacting on cable dependent telephones and its impact on Vector diagnostics; located tech staff by phone and helped us solve the problem. In today's world, try to accomplish that with Comcast, AT&T or even Home Depot -- forget about local, state or federal offices. Vector deserves applause!!!
Time for batteries to be replaced and equipment to be checked. Had a low battery code come up and was called to have it taken care of. Also updated contact phone numbers. Both people I spoke with were very pleasant and helpful and took care of everything.
After 30 or so years as customer - upgraded to wireless but the install was awful. (Darius took 12 hours and didn't get things up and running. Never installed the lamp module. Didn't have a tape measure, etc...) New technician came - much better but still problems. (See all the fault codes - lamp module goes on and off). Not user error --- Jennifer was helpful today scheduling new tech to come and resolve the myriad problems...
I have been with Vector since 2008 and have been a satisfied customer. Every time I have called customer service I have been treated very nicely and my problem was fixed quickly. The customer representative was very helpful and polite.
Vector Security Company Profile
- Company Name:
- Vector Security
- Company Type:
- Year Founded:
- 2000 Ericsson Drive
- Postal Code:
- United States