Vector Security - Richmond

I was a Vector customer with no complaints for a number of years. However, when the tie came for them to do anything other than sell to me, they completely failed. Vector’s gross negligence in the ultimate management of my home alarm system and their refusal to repair it in a timely fashion resulted in several weeks in my home without the coverage they promised. After I sought another alarm company because they refused to repair my service, they sent me to collections for the balance of a contract they were clearly unable to fulfill. I never missed a payment. I never gave them a reason to want to lose me as a customer. But when the rubber met the road, they were completely unable (or unwilling) to hold up their end of the bargain. Instead of owning their inadequacy, they have chosen to extort money from a 7 year customer that they were simply not interested in retaining. Do not do business with this company.

Salesman was very professional, had a wealth of information and did not pull a hard sell. He let the product sell itself. Installation was performed quickly and on schedule. response to alarms (false alarms) has been fast and professional.

a comfortable and happy solution to a need - accomplished without a fuss

We like everything about them, they are a very good company.

Vector Security provided consistently poor quality service, horrific customer support, and then I wsa subjected to threats and harassment. Despite all this, they both failed to repair the problem each time an issue arose, and then kept telling me how they value my business and strive to live up to the trust I placed in them. I will never use Vector Security for my security needs in the future, and I will recommend to everyone else that they not use Vector either. On numerous occasions, alarms were raised – usually due to faulty installation (once due to a window slipping, and once due to high winds causing a window alarm) - and they failed to contact all numbers on the list prior to dispatching the police. This was done despite written and verbal notification that they are not authorized to dispatch police without my express authorization. This "responsiveness" and "punctuality" with regard to calling the police and dispatching them unnecessarily has cost me hundreds of dollars in fines. I called numerous times, spoke with personnel from Vector and explained that this is not acceptable, ensured they have numerous contact numbers, and verified that they are not authorized to dispatch police without my express authorization. They stated that they are not able to assist with the false alarm fees unless there is a system fault, which they claim was not the case, and were unapologetic. If they followed both their own policies and my requests, and called all the numbers on the list, AND did not dispatch police without my express authorization, none of the police visits would have occurred and none of the fines would have been levied against me. This was hundreds of dollars in fines. Then, Vector failed to charge credit cards I gave them, and then charged me late fees, sent me threatening collections letters and made harassing collection calls. I requested cancellation of service and did not received it despite my willingness to pay any outstanding monies owed. Vector claims that I cannot cancel service until the 36 months are up (although I can). Since this process is taking months and there are only a few months remaining on the contract, and I would still have to pay the full amount in any event...I then gave notice of cancellation immediately upon completion of the term of the contract. Vector wrote me informing me that the contract would be automatically renewed. Apparently notice of cancellation in writing is not sufficient for them. In turn, I had to threaten legal action should they fail to cancel the contract in accordance with my written notice. Stay very far, far away from this company. Do NOT give them your business!

I would not recommend them and I would not use them again. I have their system because I signed a 5 year contract; otherwise I would not still have their system. They took off $5 a month so I now pay $39.95. I dislike their system altogether. It needs constant service and even after they have serviced it, they have to come back.

Any time that we have had any issues they have responded right away. I have never had to wait very long to speak with anyone. They will always try to contact us or a family member to see if there is an issue. They also call frequently to see if we are still happy with the service.

They were very nice during the installation. They answered all of my questions. The system works well.

They are very easy to work with. They answer their phones rather quickly to answer any questions or get our need taken care of.

They are always responsive. If I am out of town they will call me on cell phone and say that they are getting a trouble signal. They will then call my daughter and she will take care of it. I have always received good service from them and they have never backed off. Even if they put a piece of equipment in which has not lasted three weeks they will come back and install a new piece. I have never had a problem with them. Most of the time they are at my place within thirty minutes if something needs to be repaired but there are times where they get tied up. If the alarm starts ringing they will call even before I can shut the alarm off. I would use them again in the future.

The price included the unit. We thought it seemed a little expensive but we didn't compare prices. They were prompt in getting here but we were not happy with the fact that we were charged that much for the service. We thought the unit was high because we've seen ones that are cheaper.

Their responses are very quick, like if we accidentally set up the alarm, you have to wait until they call so you can give them your password and cancel the alarm. They're always very nice and professional. Their price is pretty reasonable, pretty competitive.

I use them regularly. They are big. Another company installed my system 25 years ago and Vector swallowed them up. They were the local Richmond firm and the other company is from Pennsylvania. This is a large regional company; they swallowed up the company that installed my system. They’ve always been fairly efficient, responded. It takes them a while to get to my service call.

My experience with Vector was great. I had originally decided to go with another company but based on their poor customer service skills cancelled that install and called Vector. The salesman came out and did an inspection of my house and spent several hours explaining my options. I thought he was very knowledgeable. I scheduled the install for Thursday, Jan 19th. The installation technician was on time and explained how to use the system. I was very impressed with Vector.

I've been using them for 6 months. I pay $30 a month. They were awesome. The company I was using went out of business so I called them. They came the same day. They were very professional. They switched my system over with no problem. There was an issue and they came back the same day to fix it. They also threw in some extras such as batteries for my system. They were just wonderful. They called to see how I liked the service. I can't speak highly enough about them. I would highly recommend them.

Our 24 year old system is in need of updating. I called Vector and requested an estimate for the work to be done. Vector has been our monitoring system for over seventeen years and I was not surprised when I heard back, and spoke with the salesperson almost immediately. Then I received a voice message, my husband received a voice message, and we got a call back from another salesperson. All within 2 hours. A little overkill, but was told they had a new person who gave our estimate request to two people. Anyway, we did schedule a time to meet. The salesperson arrived on time. Never looked at our panel box, looked at smoke detectors, and keypads. Then sat down and told me what we could use. I was not given any choices, just told this was the best one to replace our system. He then wrote up the estimate. When I told him I always get three estimates and would get back to him he turned into a different person! He left and I have never heard a thing from him. I think I know why. I have now received three estimates including theirs. The other two estimates came in over $1000 less as long as we had a contract to have them monitor our system for three years. Both of the other companies looked at the panel box and recommended another box than the one suggested by Vector. And both of the monitoring systems are cheaper than what we have been paying at Vector for the past 15 years. Thankfully I was taught to get three estimates. I have saved myself $1000 and will save an additional $50 a year on monitoring. Wish I had checked into other companies years ago.

We had renovated a house for my brother. Jeff Lawrence was the Vector Rep for our home so we called him. He made strategic recommendations that provided security while maintaining it within our his budget.

Great, very easy to deal with, great service. Quick to respond in beginning to set up system because we had a break in and quick to make adjustments with false alarms.

A friend of mine had told me about Vector and said they did a very good job for her, which is why I decided to go with them. I also like that that they are a big company but not to big that you get lost in the mix. The service is great and I feel safe, but the price is a little high I believe.

We have used this system since we have lived here. During those years, we have not even had a false alarm. They have a great response time so we feel good about their service.

I think they do an excellent job monitoring, but there are a few times I have walked in forgetting to turn off the alarm and they were very quick to respond. They did get a little upset with me the third time I did and they made sure to let me know that had to pay more attention, but that was my fault. I feel very protected with them monitoring and will continue to use them.

When we were building our house they had come out and introduced themselves. They told us about their services and what they could do to protect our home. I thought that them taking the time just to come out and talk with us was grea,t so we decided to hire them. I feel very safe having them protect my home and family.

I only started using Vector because they had installed the system in the condo I had moved into. When I signed the agreement, I was paying thirty dollars per month and I thought that was it but in the past few months they have added on a 15 dollar maintenance fee. I was having a lot of false alarms and after about the third time they sent someone out to check what was going on and they figured out it was my refrigerator making it go off. They had the problem fixed within just a few minutes and I have not had any problems since.

We are very pleased to this day with the service that this company provides us. They make sure to always answer our questions and I am very pleased. They are friendly and the workers were great. I would recommend this company to anyone that needs this kind of system in their home they are the best!

The technician was outgoing, and knowledgeable about his trade. He was very good at explaining the way it worked, as well as what we should do in case of an emergency. The whole job was done in two hours, and it has worked just as he said it would. We have not had any false alarms, or problems of any sort with it, since installation.