Anonymous
map-marker El Segundo, California

Phone Soliciting my Emergency Contacts!!!!

I have been getting harassing sales calls from Vivint about every 2 months to "save me money" on a service I already subscribe to. Today I told them to put a note in my file to never call me for an up sell again!

The phone rep said "OK we will just call Jackie and Don..." (my emergency contacts). Whoooh WHAT???!!!! I told them they will do no such thing and if they do I will cancel my service IMMEDIATELY. The said it was a "courtesy call" to tell them about Vivant's services.

Using MY private emergency contact information provided only to be used in case of emergency as a sales call list??? I am BEYOND LIVID!!!!

Vivint Reply:
We're sorry that you had a bad experience with out company! We pride ourselves on having the best customer service in the industry. Our customers should be able to rely on us any time, day or night, which is why our reps are available 24x7x365 to resolve any issue that comes our way. If you're experiencing difficulties with your system or your service please give us a call at 800.216.5232, or email us at support@vivint.com for assistance. We also welcome any feedback on our products and services. Thank you!
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Anonymous
map-marker Medford, Oregon

Vivint scams veterans!!!

My neighbor signed up with Vivint one year ago. He is retired from the Navy and served in Vietnam.

He is now having heart problems that are requiring him to sell his house and move in with his daughter to receive care. He will no longer be able to use his service, yet Vivint is demanding he fulfill the final two years on his contract. This will total nearly $2000 for service he is not able to use. Vivint refuses to relent or make any allowance.

They insist on making a profit at the expense of our vulnerable veterans and neighbors, and their behavior is utterly shameful. Avoid and shun them at all cost!!!

Vivint Reply:
We're sorry that you had a bad experience with out company! We pride ourselves on having the best customer service in the industry. Our customers should be able to rely on us any time, day or night, which is why our reps are available 24x7x365 to resolve any issue that comes our way. If you're experiencing difficulties with your system or your service please give us a call at 800.216.5232, or email us at support@vivint.com for assistance. We also welcome any feedback on our products and services. Thank you!
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Loss:
$2000
2 comments
Guest

Work for vivint..we are willing and reasonable..i guarantee his situations already tooken care of

Guest

they will let him out if he needs to move in w/his daughter for medical reasons

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Anonymous
map-marker Greensboro, North Carolina

Worst Customer Service Award

I had a Vivint home security system installed in July 2012. Everything worked well for a few months before I continually had "network failure" messages. Apparently Vivint's network signal could no longer reach my house. They made quick efforts in trying to fix the situation by attempting to install three different signal-boosting antennas, with no success.

I then called a customer service representative manager and was instructed to put in writing the situation, detailing the failed efforts to restore adequate signal to the network, and my subscription would be cancelled without penalty.

That letter was sent and never followed up by anyone at Vivint. I gave them a month to address the issue and get back to me. It wasn't until I called Vivint and spoke with a representative, that any further action was taken.

Apparently they had to talk with the technician who tried to install the three antennas, and would then get back to me in a couple days. Well, that never happened, so I followed up the next week. I spoke with another rep. and he was confident he could address and solve the issue. Apparently, they were still waiting to hear back from the technician and a manager on the issue, and would get back to me the next day. (This ended up happening three more times).

Three days later I called back and spoke with yet another rep. After being put on hold twice, she said she was going to do some "investigative work" and call me back in one hour, promised. I expressed my frustration with never being called back, and she promised she would call back in one hour......that never happened either.

The following day I called back and spoke with another manager. He excitedly told me they just got a contract with a cell phone company and could install new equipment to access their network signal, but I was past them trying to fix the signal, after more than three months of spotty service and grisly customer service, I had no interest in staying a customer with Vivint.

I expressed my frustration of how this issued was addressed and no longer wanted to be a customer with them. They no longer would grant my contract termination without penalty because of this new contract they had with this cell phone company; which they didn't have when the network signal first started failing. The only option they would give me was to have the new equipment installed with a three month reimbursement, not to terminate my account, like they initially stated. I was told if I wanted to cancel, I would have to pay the early termination fee as addressed in the contract.

I can't help but think I was being strung along and this matter stalling until this deal with the cell phone company was closed.

It's ridiculous this matter took more than three months to be addressed unfairly and I refused the installation of the new equipment and wanted my account closed. After being told I couldn't do that, I asked to speak with a manager. After being on hold for almost 10 minutes, he told me "his manager's manager" agreed to cancel my account without penalty. I however, would not be reimbursed for the three months of intermittent home security due to the fact that the termination was based on their "good faith". How ridiculous! They didn't care about what was promised and the unreliable service for the past three months; not to mention the terrible customer service I received.

Don't risk the security of your family and your house to the nonsense Vivint has to offer.

Vivint Reply:
We're sorry that you had a bad experience with out company! We pride ourselves on having the best customer service in the industry. Our customers should be able to rely on us any time, day or night, which is why our reps are available 24x7x365 to resolve any issue that comes our way. If you're experiencing difficulties with your system or your service please give us a call at 800.216.5232, or email us at support@vivint.com for assistance. We also welcome any feedback on our products and services. Thank you!
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Loss:
$174
Anonymous
map-marker Chicago, Illinois

Alarm failed and I got robbed when at work

Basically vivint sucks. I came home and found my alarm ripped off the wall and vivint had not even gotten a signal that Anything happened.

I called them and they thought everything was ok. Also they only pay you a max of 1000 if something like this happens. It's hidden in the contract you sign. My house was broken into but thankfully they ran out before taking anything.

I live in the city and expect an amazing security company. Tomorrow I am calling adt and switching. They are worth the installation fee since they work!!!!

Everyone I know uses them in Chicago and now I know why. Do not use vivint if you don't want to get robbed.

Vivint Reply:
We're sorry that you had a bad experience with out company! We pride ourselves on having the best customer service in the industry. Our customers should be able to rely on us any time, day or night, which is why our reps are available 24x7x365 to resolve any issue that comes our way. If you're experiencing difficulties with your system or your service please give us a call at 800.216.5232, or email us at support@vivint.com for assistance. We also welcome any feedback on our products and services. Thank you!
View full review
Loss:
$5000
Anonymous
map-marker Oklahoma City, Oklahoma

Burglarized

I had many, MANY run in's with Vivint. The alarm not working, the alarm going off at odd hours of the morning, things they promised I would get in the beginning not being held true and actually not even offered through vivint.

I laid things to rest and decided to just ride out my contract. The alarm stopped going off at odd times and the extra cheapo keypads seem to be working. I started working night shift in November and came home Thanksgiving morning to find I had been burglarized. My picture window in the back of my home was busted in (THE GLASS BREAK SENSOR DIDN'T PICK IT UP) They came in through the window and carried everything out the window (MOTION DETECTOR NOT PICKING THEM UP) Being confused by all of this, the police had me arm my alarm and walk through the house something I don't routinely do when the system was armed away.

The alarm didn't sound and when all was said and done it was discovered that the two years I had the alarm, the motion sensor AND glass breakage sensor were actually not hooked into the alarm panel. my home owners insurance company actually fought ME, because I got a discount for having a house alarm, yet my home was broken into and the alarm didn't sound.

Luckily I was able to pull up my history online and prove that my alarm was on, it was just a *** alarm system, put in by a *** company. THANK'S VIVINT!

Vivint Reply:
We're sorry that you had a bad experience with out company! We pride ourselves on having the best customer service in the industry. Our customers should be able to rely on us any time, day or night, which is why our reps are available 24x7x365 to resolve any issue that comes our way. If you're experiencing difficulties with your system or your service please give us a call at 800.216.5232, or email us at support@vivint.com for assistance. We also welcome any feedback on our products and services. Thank you!
View full review
Loss:
$7400
2 comments
Guest

We have used Vivint Security for about 1 1/2 years. LOVE IT.

GREAT customer service too. I had problems with another popular company so we switched and I am so glad we have Vivint now!

Guest

I am a Vivint customer and it does state in section 12 of the contract that the customer is responsible to do a monthly test of the system if not more frequently to ensure it is working properly.

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Anonymous
map-marker Seattle, Washington

Vivint Sucks

No show on the original installation date. Had take a second day off work to get only a partial installation.

It is now over a week and they cant even tell me when the rest of the system will be installed. I have made five call to request a date for the installation and they promise to get back to me with a confirmed install date. Tonight I have been hold for over an hour waiting to speak to a customer service rep to get an update on the installation date. Do not believe their marketing.

They do not provide "world class customer service". They do however provide "world *** customer service" Avoid them at all cost!!!!!!!!!!!

Vivint Reply:
We're sorry that you had a bad experience with out company! We pride ourselves on having the best customer service in the industry. Our customers should be able to rely on us any time, day or night, which is why our reps are available 24x7x365 to resolve any issue that comes our way. If you're experiencing difficulties with your system or your service please give us a call at 800.216.5232, or email us at support@vivint.com for assistance. We also welcome any feedback on our products and services. Thank you!
View full review
Loss:
$1000
1 comment
Guest

The reason behind you not getting a set in stone appointment is for the fact the Washington recently updated their licensing laws. So all of the Vivint technicians are going through and getting their licenses updated in order for them to install new systems in the state of Washington.

Anonymous

Horrible customer service!!!!!!

Ive been with this company for a year now.. They installed and new door handle with a security code on it.

It broke, and would not unlock with the key or security code nor would it lock, so my husband tried to fix it for 3 hours and called customer service twice. They explained to us "how to fix it" and it made it worse. Both said they couldn't do anything without us paying a service fee and the soonest they could have someone out was 9 days from then. I have 2 small children and all they said was "sorry we can't do anything else for you" the customer service lady and her supervisor were some of the most rudest, inconsiderate, and unprofessional people I have ever talked to.

I can't wait till my contact is over so I never I have to do business with them again! I do not recommend this security service to anyone!

Vivint Reply:
We're sorry that you had a bad experience with out company! We pride ourselves on having the best customer service in the industry. Our customers should be able to rely on us any time, day or night, which is why our reps are available 24x7x365 to resolve any issue that comes our way. If you're experiencing difficulties with your system or your service please give us a call at 800.216.5232, or email us at support@vivint.com for assistance. We also welcome any feedback on our products and services. Thank you!
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1 comment
Guest

If you want to get away from Vivint, here is how:

rive0108.hubpages.com/hub/Vunerability-in-Vivint-formally-APX-Alarm-Systems

Anonymous
map-marker Olathe, Kansas

This product turned off my heat while I was away

I purchased the vivint alarm and heat monitoring system in Feb 2012 for a 42 month commitment. In Oct 2012 I returned from a trip and my air conditioning was off.

A service tech came, changed the batteries in the thermostat and the system resumed. I thought there was something wrong that got fixed.I left Dec 17, 2012 for a 3 week trip. Again the batteries in the thermostat died and when I returned on Jan. 5th, my heat was off.

It had been below 19 degrees f or lower while I was away. The Duracell batteries lasted less than 3 months, so this system puts my house at risk. My house was 50 degrees f, only because the weather had warmed up the day before. I was very lucky that my pipes didn’t freeze and cause thousands of dollars in damage.

I consider this a “near miss” and I want this system out of my house before it causes more problems.I talked to Vivint on the phone on 1/5 and the tech checked and the system was set to default to 35 degrees f, it could have been set to a higher temperature but that was not done. I did not know this had to be set, or how to do it. This young man checked the system remotely and it was working fine. I requested a hotel room for the night but there was no way they would do anything for me.I customer service rep I was switched over to started lying to me about the problem, telling me the thermostat was defective, when the first tech had told me it performed exactly as set.

She also lied about calling me about this and lied about what phone numbers that are on file for emergencies.

There were no phone calls made because the system performed exactly how it was designed to. The fact that they started lying indicates they know what happened, it has happened to others and they won’t admit it was the system.

Vivint Reply:
We're sorry that you had a bad experience with out company! We pride ourselves on having the best customer service in the industry. Our customers should be able to rely on us any time, day or night, which is why our reps are available 24x7x365 to resolve any issue that comes our way. If you're experiencing difficulties with your system or your service please give us a call at 800.216.5232, or email us at support@vivint.com for assistance. We also welcome any feedback on our products and services. Thank you!
View full review
Loss:
$300
Anonymous
map-marker Copperas Cove, Texas

I have issues with Vivent also

I am currently trying to cancel service with Vivent just like the rest of you because of the lies and deception. BE SURE to also file a consumer complaint with the Texas Attorney General's office.

If enough people do we can get the ball rolling. The states of Oregon, Arkansas, California and Wisconsin Attorney Generals has sued them. If you go to bbb.org and check out Vivent you will see how these states have obtained refunds, and levied large fines against Vivent. Wisconsin is especially entertaining.

Check out their links especially the charges and disposition of their cases. Good Luck!

Vivint Reply:
We're sorry that you had a bad experience with out company! We pride ourselves on having the best customer service in the industry. Our customers should be able to rely on us any time, day or night, which is why our reps are available 24x7x365 to resolve any issue that comes our way. If you're experiencing difficulties with your system or your service please give us a call at 800.216.5232, or email us at support@vivint.com for assistance. We also welcome any feedback on our products and services. Thank you!
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Loss:
$260
1 comment
Wilhemenia Qxe

www.ihatevivint.com

Anonymous
map-marker Amarillo, Texas

Vivint - Autorenew! With notice of wanting to cancel!

I have tried to cancel my service numerous times with these people. I called to cancel and was notified that my contract was not up, I then stated that I would be canceling service and I would mail in a letter.

I mailed in the letter in the time frame that was acceptable now however the company is saying that they did not receive it (shocking). I asked the man if he could see where I had called and notified that I would be canceling, he said he could be he didn't care because he did not have any record of the letter and that the account had been autorenewed. I had to call my bank to stop payment on the account. I have never been treated so poorly, they basically are making it impossible to stop their service.

Also when the alarm had been triggered the police department was never even notified! So what is the point!

Vivint Reply:
We're sorry that you had a bad experience with out company! We pride ourselves on having the best customer service in the industry. Our customers should be able to rely on us any time, day or night, which is why our reps are available 24x7x365 to resolve any issue that comes our way. If you're experiencing difficulties with your system or your service please give us a call at 800.216.5232, or email us at support@vivint.com for assistance. We also welcome any feedback on our products and services. Thank you!
View full review
Loss:
$433
Anonymous
map-marker Lexington, Kentucky

Don't go with Apex/Vivint

These people are unbelievable. They don't send you notice that the account is going to be renewed, don't tell you how to cancel the account, but graciously offer to install a new system into your new house if you move.

They claim there is no way to cancel a renewed contract without paying the full amount owed. The fine print must be really freakin' small...Whatever you do, stay far far away from these people.

I'm still in the process of trying to cancel. They have offered me a 10% discount in the "cancellation fee"...how kind and benevolent of them...

Vivint Reply:
We're sorry that you had a bad experience with out company! We pride ourselves on having the best customer service in the industry. Our customers should be able to rely on us any time, day or night, which is why our reps are available 24x7x365 to resolve any issue that comes our way. If you're experiencing difficulties with your system or your service please give us a call at 800.216.5232, or email us at support@vivint.com for assistance. We also welcome any feedback on our products and services. Thank you!
View full review
Anonymous
map-marker Belton, South Carolina

Vivint Alarm - suckers old folks into alarm and contract

Terrible Company!!!!! They give away a "FREE" alarm system...........only catch..........39 month service contract............then wait, before the contract is due to expire...........they call and ask are you pleased with your alarm would you like to keep the "FREE" system that we gave you............and when the vulnerable old person says yes..........unknowingly they are suckered into wait...........an additional 42 month "agreement" the only way out of the agreement is to die!!

wow, they love their customers don't they....................!!!! Man, how do you guys sleep at night?

sell the house in which the system was installed............wait, guess who gets the bill........the vulnerable old person who was taken advantage of.........thanks for taking care of my mom Vivent........I needed your help!! Looking for recommendations - sure wont find them from our experience

Vivint Reply:
We're sorry that you had a bad experience with out company! We pride ourselves on having the best customer service in the industry. Our customers should be able to rely on us any time, day or night, which is why our reps are available 24x7x365 to resolve any issue that comes our way. If you're experiencing difficulties with your system or your service please give us a call at 800.216.5232, or email us at support@vivint.com for assistance. We also welcome any feedback on our products and services. Thank you!
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Loss:
$3563
Anonymous
map-marker South Huron, Ontario

VIVINT Thank you, you made it right

I contacted Vivint via their website and email. I asked if I could have a very particular type of service and was assured that i could get it, no contract on/off as required.

We agreeded and I had a system installed. Then came the confusion when I asked for them to stop monitoring for 9 months and then start again for 3 months. We don't do that said vivint, I said you agreeded you would. After checking the phone calls and emails they agreeded they had and said they would stick by that agreement and posted a note on the account to let reps know about the agreement.

Today I called to have the system monitoried and asked the rep to look at the note. He then said OK and the system is now monitoried for 3 months only.

through the hole process Vivint staff have been very professional. I would highly recommend them.

Vivint Reply:
We're sorry that you had a bad experience with out company! We pride ourselves on having the best customer service in the industry. Our customers should be able to rely on us any time, day or night, which is why our reps are available 24x7x365 to resolve any issue that comes our way. If you're experiencing difficulties with your system or your service please give us a call at 800.216.5232, or email us at support@vivint.com for assistance. We also welcome any feedback on our products and services. Thank you!
View full review
William Edg
map-marker Baltimore, Maryland

Vivint lied about terms of contract....

I had a salesperson come to my house for Vivint Home security. When I agree to the contract, I was told it would be for a period of 36 months.

I was also told that I would be able to opt-out of the contract at any time. After having contacted Vivint, I was told that I had a 60 month contract with 6 months remaining.

I was also told that I could not opt-out of this contract, unless I found someone to take over the contract or pay the balance in full. The person on the phone then had the audacity to tell me that I could upgrade my system with a new contract and gain monthly savings through reduced energy usage.

Vivint Reply:
Vivint thanks this customer for their feedback. In the event of malfunction, repair, rather than cancellation is the appropriate course of action. To minimize the risk of external factors impacting an appointment, Vivint gives customers a 3 hour arrival window. Customers are typically called 1-2 days before the appointment as a reminder notification and we are available 24/7 to check the status of open work orders. We are committed to reaching a resolution and encourage this individual to get in touch with our Customer Care team to address any and all issues they may be encountering. They are available 24/7 at 800-216-5232.
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1 comment
Guest

The exact same thing happened to me and I am also in the MD area. I was told 36-months of which I was prepared to pay off the remaining balance of my term when moving to a home with an existing system (different provider).

When I called the customer service center I was told my contract was for a total of 60-months. A huge difference if opting to pay out of my contract...

Love the service; however, having been mislead I will never renew or refer others.

Marcella T Hrc
map-marker Amarillo, Texas

Vivint

My 39 month contract expired in September 2012. I sent a letter to let them know I didn't want to renew another 39 month contract but they have refused to cancel my service and continue to bill me $54.11 a month.

The representative I spoke to said they didn't receive my letter within the 30 days prior to contract end so therefore I would be locked into another 39 month contract!! We live on a fixed income and will be moving soon and will not need their service anyway.

DO NOT USE VIVINT!!!!! Their customer service is the WORST!!

Vivint Reply:
Vivint thanks this customer for sharing their experience. Vivint requires written notice of cancellation to be on file 30 days prior to the end of the agreement and request this notice remain on file for at least one billing cycle. Vivint has updated policy since this review was submitted and situations like the one outlined here are now reviewed on a case-by-case basis. We encourage this customer to contact our Customer Loyalty team at their earliest convenience.
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Loss:
$2110
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