I am very sad to report that after more than 20 years of satisfied service, CEO Pam Petrow's company, Vector Security, has engineered the most fail-prone, customer hostile company I have ever experienced, and after 35 years serving Fortune 100 companies as a public relations specialist, I am appalled at how bad things have become. 1. PhoneBot "Customer Experience Center" puts you on hold and plays a long advertising message for the company. If you're already a customer, this is a total waste of time and underscores the lack of strategic use of a customer's time. 2. Too many offices: My system is handled by a specific local branch, all other connections are useless because the person answering has no idea what to do. But the specific number to call is never given, unknown to any operator and a continual round-robin of referral calls are made, offering only the long sales pitch about how concerned Vector Security is with my issue. 3. Inability to deal remotely: If you are a legacy customer - that is the user whom a company should most value, you're really out of luck. Choice #1 is a technician who cannot figure out how to fix your system remotely (although they will try time and time again), you go away and find out your system is giving faulty intrusion alarms. Then, when you give up with remote repair, they want to send you a live technician in and charge you over $250 an hour on site. 4. If you, in your term as a legacy customer, opt for non-hardwired improvements, you are dead meat to Vector. Now, you are stuck. They can't fix your problem remotely AND you have to pay for onsite service (which may or may not work). Even if you want to simply remove the WiFi unit, the system will still treat the removed item as a zone violation. In short, I want out of my relationship with Vector Security. And after two hours of phone calling and now waiting for a local "service technician" to call me, I am fed up and highly recommend you to look elsewhere for reliable home security. Vector has finally engineered the perfect "DO NOT USE" protocols to assure customer hostility. Personal note to Ms. Petrow: Madam, someone in your company is sabotaging all your hard work. read more

Vector Security - "I just look for the Vector Security sign!" - Security Systems Near Me - Wilkes-barre Township, Pennsylvania

Expert at selling and upselling, just terrible at tech support and service after the sale.

I have had the system for 7 years now and I have nothing but great things to say! The reps are wonderful and helpful. The techs are knowledgeable and friendly. Whenever I have an issue they always resolve it. I love having the peace of mind knowing my family and home are protected. read more

Wow! I am amazed to see nothing but bad reviews of this company. Here's the one that tops all of them. Even death does not get you out of a contract with these people. My mother died a year ago. My sister and I are the executors of her estate. We just sold her house and want to cancel the service. Vector refuses to cancel this because they aren't satisfied that we are the rightful owners. Really? The town of Kingston, Luzerne County, the Commonwealth of PA, and the bank that financed the mortgage for the new owners are all satisfied that all was in order...and Vector Security wants more information? What kind of scam are they running? If the other reviews aren't enough, this should do it for you. DO NOT BUY ALARM SERVICE FROM THIS COMPANY. Even when you die, they won't believe it. Unbelievable. read more

The worst customer service. When the alarm goes off they are right on top of it. When the system screws up they have no clue. Bounced around from The local office to the National Office. Nobody has an idea what to do and then try to put off technician call to your home. I should have gotten a system from the TV, rather than sign up with these clowns. I should have read Yelp first! Don't go anywhere near this company. read more

Force you to sign a completely new contract agreement and it for new equipment if you move

This company takes advantage of you. I was NOT told about a 3 year agreement, I was told I could cancel in 3 weeks if I was not satisfied with my system. I had problems within the first week as my battery system continued (and still continues) to fail. I could not get ahold of the company and speak to a representative. I got in touch with the man who helped me set up my contract - he told me I could pay the 3 years in full and they could shut it off, but that was the only way to cancel at this point. Very disappointed I didn't read these reviews sooner. Save yourselves the trouble and get a dog. read more

Terrible customer service. Very arrogant and half of them can't eleven answer a straightforward question about their security products. It takes them at least three weeks to process billing, which they even admitted was slow. read more

Don't get trapped by this company. Long contracts that only you have to keep. No service. Constant problems. Battery warning signal all the time and they could never get it fixed. Times they didn't call when we accidentally set off alarm. Almost impossible to get a real person on the line. Personally I liked the user friendliness of touch pad but other companies are cheaper and more efficient. read more

Vector Security sells poor equipment and takes advantage of the elderly. They sold my 84 year old mother-in-law an overpriced security system and then conned her into a 3 year contract without her even knowing. First problem is that the system has had several issues that has required multiple service calls. As a result of all the problems she went to cancel the service ... this was when they told her that she was under a 3 year contract. Of course, none of this was explained to her up front. At this time the system is again not in a usable state, so I simply advised her to unplug the system and stop paying. read more

Too big of a company, just a number on a contract, after they get your account. Once your contracted, the friendly demeanor is gone, they forget your the customer, and that you hired them . Beware. read more

You would be better off hiring a local child to stand by door with gong to ring if someone breaks into your home. Our alarm went off and no one called to check on us!! On top of that, something was wrong with our alarm. It would not turn off. It rang for 45 minutes straight in the middle of the night. We called Vector 4 times asking for help. They kept telling us that a technician would call us right away. If by "right away" they meant 1.5 hours, then yeah, someone called right away. We had also asked for the manager on duty to call us. The manager never called. We called again the next morning and asked to speak to a supervisor and were told one would call us right back. After 3 hours of waiting, we called back. In this day and age, customer service is key. Vector Security does not know the meaning of customer service, nor do they honor their end by calling to check on you when your alarm goes off. read more

Stay away from this company! They are con artists. We are riding out a 5 year contract, that we were told we could cancel within 3 weeks - we tried to do that - NO ANSWER. so we are stuck for 5 years, right? WRONG - there is automatic renewal for 1 additional year. When I asked them how to make sure that doesn't happen - they said i need to call a couple days ahead of automatic renewal and let them know by phone THEN by writing. I have a feeling I'll get NO ANSWER again when I call to do that. Not to mention every time I spoke to a rep with a question about my contract expiration date,(First Sarah) I needed to be transferred to a 'senior' rep.(transferred to Chelsea) When finally transferred - I was told my contract would expire in June 2015 - THEN another rep (Brittany) got on to tell me I was 'misinformed' and my contract expires 2016. According to my records and the previous rep - we both had 2015. SCAMMERS. Oh and I was also 'misinformed' about canceling within 3 weeks - it was 3 days. It seems like they are in the business of "misinformation' rather than actual security. TRUST ME - stay away from these crooks. read more