Vector Security - Plymouth Meeting

I hate to give this company a bad review based on their security performance, but this review is based solely on their customer service. Let me take you back 3 years...I mentioned to a Vector Security rep that I was interested in having a security system installed in my new construction home. I was still in the "shopping around" phase, so I was utterly SHOCKED when I went to check on the process of the construction and saw that a Vector security system was already installed and a contract was issued. I was NOT happy about this. I couldn't believe that the rep went behind my back and told the builder that I was moving forward with the install... this was NOT the case. Things got very ugly after this. So much so that the builder agreed to pay for the services since he was ultimately the one that gave the green light to the sales rep. I thought that was settled -- until I started receiving bills for other properties in the neighborhood -- all in my name!!! Apparently, the rep and the builder started working together on all of his new construction properties, but as far as Vector's billing team was concerned, the bills were coming to me. This was a hot mess for a while. A lawyer was even involved at one point...it was ridiculous. Eventually though, I thought everything was taken care of. Now, 3 years later, the agreement between the builder and Vector has ended, and I am "scheduled to take over payment." I did sign a contract 3 years ago stating this fact, but I only signed the contract because it was the only way they were letting close on my house! The whole thing was super stressful and the builder was already so far behind schedule that I felt as if I didn't have another option. I figured, well, they don't have my name spelled correctly on their documents (their billing department is a mess), and they don't have my banking information... Two years ago, I moved out of the country. I no longer have access to my US phone number, and I only get my mail every so often. Apparently, Vector Security was trying to get a hold of me to see if I wanted to continue services, and after they couldn't reach me, they assumed that was a yes. After several months, I was finally able to fly back to the States to explain the situation and ask for the bill to be waived. I wasn't hard-pressed to reach out to them before then because I figured they would understand the situation... not to mention, I also figured that they didn't have my banking information, and quite frankly, they still had my name spelled incorrectly on their billing documents (3+ years later). After speaking with a supervisor, she pretty much did not care. There was no human to human understanding about this. I was tricked into having these services in the first place, and now, I'm being required to pay for the months that they provided service before I could fly to the USA to cancel. There is no sympathy. No understanding.. My case is unique, so you think they'd be willing to waive the expense...especially given the shadiness of everything that I initially experience with their company. But, nope.. It's disappointing to say the least and I don't recommend their service to anyone. Now, reading through other people's reviews, I see that this seems to be their thing.

I got response after 2 messages. It was rectified by Fran from accounting department to satisfactory, thank you!

I think they're very good. They're monitoring system is very good. They get a hold of you with any issues. I would recommend them!

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BUYER BEWARE-I have a DSC832 POWER SECURITY SYSTEM in my home that was initially installed by Vector. When I moved in I had them monitor it for years. With the cost of monitoring skyrocketing, I decide to terminate my monitoring with them. Recently, I wanted my handyman to install a fire alarm and link it my home monitor system. They refuse to give me the 4 digit code that they put into my system so that I can add this new fire alarm. They are trying to monopolize by changing the factory code to a code that they only know and won't share with you!!! They tell me that they would be responsible for the alarm if they give me the code. A. they did not purchase the alarm. B. They did not install the alarm. C. They are not monitoring the alarm. So how in the world do they come up with this kind of nonsense?

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I contacted Vector looking to get info regarding their services.. A salesman named Vinh Din got back to me and we scheduled a meeting. He was punctual and friendly and knowledgeable. Once completed I had been corresponding with him to set up a time which was based around my schedule and they were able to accomodate whatever date I needed. When the tech arrived he was on time, friendly, he introduced himself and expalined what he was going to do and went into detail. His name is Kevin McCoughlin I believe.. the whole process took a little over an hour the work was clean, the tech cleaned up after himself. He didnt rush he took his time and made sure I understood everything answering all my questions. I was a little apprehensive when I started researching the alarm systems and which company is best for my family. It is very user friendly they are very friendly and warm and I didnt feel pressured or pushed. It was like dealing with friends or family. the salesman remained in touch with me and promptly responded to a few questions I had after the install so that made me feel good as well. I would absolutely refer everyone I know to use Vector...

The sales person was prompt both times. He was friendly and knowledable. He made no complaints nor give us the hard sell when we decided to opt out of one feature on his second visit.

How amazing were they? Super amazing! I was on a very short timeline and the owner came and performed the work himself to accommodate my schedule. The system he installed has the latest technology and I can use it with my phone and with a handy key fob. A similar system from ADT cost almost TWICE as much!

My family has used Vector Security for decades. I recently wanted to get information about upgrading my father's PERS. I left a detailed message as to what information I needed. First, the manager of the sales dept and I played phone tag so she could assign the correct salesperson. A week went by until she and I were finally able to talk. My detailed messages were not enough. Then, I was told a salesperson would call me back that day. Given it was the Wednesday before Thanksgiving I was quite surprised. When I did not hear from the person by Friday @ noon, I left another msg. saying I needed a call back by 5:00pm that day. On Monday (11/28/11) I received a call @ 9:00 am from the salesman handling the acct. He was condescending and seemed to know nothing about why I was calling. I then stopped talking to him and called the head of the sale department. I received a call back from this person, told him my concerns and what I wanted information on, and he said, could the same salesperson who was rude to me that morning call me back with the information. I said No. The head person said he would call me back that afternoon. 24 hrs. passed and I left him a message as to how frustrating this experience has been. He never returned my call!

It took several phone calls back and forth to get in touch with salesman assigned. Once he came out, he was very nice & personable and was knowledgable. However, he never provided us with an estimate & never called or followed up in any way.

We've had them for about a year. They did a nice, neat job on the installation. We haven't had any issues since the system was installed. They were responsive, prompt and neat. They were professional and they answered our questions. They were neat in their workmanship. We spent a lot of money because we got the ability to do things online when we are away from the house.

Our initial home appointment with the security consultant was scheduled in a timely manner. He did a thorough review of our home, and designed a system he felt would work for our particular needs. The installer worked quickly and was conscientious about cleaning up debris. Since then, we have made a modification, but this was done in a timely fashion and with no pressure to keep the system as we had originally designed.

Great sell, fair overall thus far. VERY EXPENSIVE and not honest about true costs up front (prices changed etc...). The salesman has yet to contact me about our issues. We had an alarm go off and they were not truly responsive about it (one of the main selling points). Lots of people use them, but they do not follow-through very well.

The Vector installation mechanic showed up right when they said he would, installed the system, walked us through the system procedures and answered any questions we had. Vector was extremely timely and had very responsible and clean employees working in our house.

The service men are real nice. Unfortunately, over the years we have had difficulties with our service. This has happened on several occasions and they finally started asking us if we had a pet that set off the motion detector and after another visit they said a mouse must have set it off! I have been with them since 1986, and this weekend was the last straw. The alarm went off and they never notified the back up phone. I called them this morning and they said that they did. My in-laws said they didn't. After I started complaining about the service I spoke with a representative and I told her I was disappointed with the service after being a long time customer and the rep accused me of having an attitude! Cost is based on yearly renewal of contract.

The monitoring is great; I have had no false alarm trouble. I did have trouble getting in touch with the sales people after they sold me on the service. I needed them to have some adjustments made and show me how to operate all of the features. I had to place several calls to get them to respond. They did have very nice and helpful women working in the office that went out of her way to help me.

VERY EFFICIENT AND THE RESPONSE TIME IS EXCELLENT.