Vector SecurityReviews of vectorsecurity.com

I have been a customer of vector security for over 20 years. I pay in full every year my service contract. For the most part the system has been reliable. But, whenever there is an issue or problem it takes sometimes several weeks to get a technician who knows what they are doing to come to our home. I also have an ADT system at another location. They typically respond faster. Just be aware these vendors are quick to take your money, but very slow when you need them for repairs.

I do not have a problem with Vector Security; one exception. I get these pre-calls before my payment is due asking me to make a payment which I do every month. I don't need a reminder to pay for service I need and appreciate. Thank you for this opportunity.

We had a problem with our system after a 4 day power outage. We kept getting a notice of a “bus” system failure and we’d be getting 3 beeps warning of something. We were told how to stop it temporarily, but no one on the phone could tell us how to fix it. They said we needed a technician to come out to fix it, but they couldn’t send someone here for 2 and a half weeks. We had to deal with annoying beeps and automated phone calls telling us there was a communication failure for all that time, and we had no connection to the system. When the technician finally came, he was able to fix the problem, but he told us he’s not that busy and couldn’t understand why they couldn’t have gotten him here sooner.

The information that we receive from the employees are fine , but since we transferred our services from Tallahassee, Fl to Panama City, Fl we have had so many issues with the cameras until we have just wanted to cancel our contract. We’re just wanting to receive what we’re paying for and that’s excellent quality. From the receptionist to the guys in the field it’s never been nothing but professionalism. Help us to want the bring more business to you all.

Good but not great.

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.

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

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!