Anonymous
map-marker Corpus Christi, Texas

Cameras out, wont be there to repair until month later!!!!!!!!!!!!

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Vivent is still charging me the fees while I am forced to wait until

October to get a tech over. My failed cameras would allow thieves, rapists and murderers to come in at their leisure!!!!

The rep on the phone said they would give me credit AFTER they come and repair and obviously would not let me break their contract! Every time I try to check the camera online, it has a "Try Again" what a waste of money and I wish I had ADT again, these guy are a definite waste of oxygen.

Oh, and to the person that praised Vivent for being wireless, and thieves not being able to cut the lines, all "my" intruders would have to do is reach over and unplug the camera which plugs in right under the camera! DUH!

Vivint Reply:
Vivint thanks this customer for their review and for taking the time to reach out to us. After review of this customer’s account, we are showing the customer is having problems with the cameras that are installed at the home. However the security system in the home is still functional. We have arranged a time for one of our field service professionals to visit the home and resolve the problems with the cameras. Once we are able to confirm the cameras are working we will be able to credit the customer back for the time the advance security package was not working. If the customer is having any problems with the security system they are encourage to contact our customer care department at (800) 216-5232 and they will be able to further assist the customer.
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Reason of review:
Poor customer service
Loss:
$400
Preferred solution:

Full refund

Shane Jwt
map-marker Richmond, Virginia

Billing error, no accountability from vivint

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I have for the past 2 months been dealing with Vivints billing department getting calls, voicemails saying my payment didn't go through. I called back, their system indicates an error, I understand system errors but it came out of my bank account so I know they have been paid.

I have emailed them multiple times showing that the amounts came out on my actual bank statements. I blocked out my personal information; account numbers, payees, balances, amounts of other transactions. This is personal information not relevant nor privy to Vivint. NOW the "supervisor" says she needs the balances accounts showing the deductions showing proof the money came out.

Seriously, is that even legal? Take some accountability for your actions. I have done what was asked of me to fix the problem, taking time out of my days to go back months and pick through the statements where Vivint claims they weren't paid. Now another obstacle?

This is ridiculous. Worst customer experience ever. If I ran my business the way that vivint did, I wouldn't have a job. I have contacted the better business bureau but unfortunately nobody seems to be able to resolve this.

When I asked about terminating my contact because I am so frustrated I was transferred to a retention specialist. Their idea of retaining my business was telling me to get somebody to assume my contract so I wouldn't pay an early termination fee. Why would I willingly put somebody through the *** I've been through? I told the representative I didn't want to cancel I love the service of the system, its the customer service that is horrible and would be the sole reason I cancelled.

They don't care. I keep giving them opportunities to fix the problem but Vivint does not care.

Vivint Reply:
Vivint thanks this customer for their review and for taking the time to reach out to us. After review of this customer’s account, we are showing that the problems the customer was experiencing with the billing of their account has been resolved. The customer was able to send in complete bank statements and we were able to verify the correct payments. If this customer experiences any further problems please contact our customer care department at (800) 216-5232 and they will be able to further assist.
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Reason of review:
Problems with payment
Loss:
$180
Preferred solution:

Let the company propose a solution

Joanne T Uqf

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Muncie, Indiana

Billing ussue

They took unauthorized payments out of my account and no one knows what they are doing. Ive spent 3 months and a ton of hours on the phone with people who keep passing the buck.
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Loss:
$900
Cons:
  • Too many to name
Anonymous
map-marker Huntington Station, New York

One failing wireless sensor

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One sensor keeps failing, for what ever reason it sets off the alarm early mornings (1 to 4 am), called Vivint for support. They had me change the batteries, to no avail.

They promised to send out a new sensor. More than a week has gone by and no sensor. Called again (9/5/14), tech promised to send out a sensor, they Vivint has no idea why replacement sensor was not sent to me. Again with a week to ten days wait.

I ask them to send overnight, he said OK. Now waiting for sensor. What good is an alarm system that's not arm able or has bypassed sensors?

They system is less than five weeks old. Not a very happy camper at this point.

Vivint Reply:
Vivint would like to thank the customer for taking the time to bring this to our attention. Upon further review of the customer’s account we are showing that the customer has been sent the sensor and should receive it within 5-7 days. If the customer has still not received the sensor after that time they are encouraged to contact our customer care department and they will be able to further assist the customer with making sure they receive that equipment.
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Reason of review:
Problem with delivery
Christorpher Olu
map-marker San Antonio, Texas

Repairs of your system

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I have no cameras after a month and they called today and said it will be about another month. I will never use Vivint to protect my dog house.

Anyone that reads this and still is thinking about Vivint has been warned. This is no joke for security for your home " they do not care people" listen to me.

I have had Vivint for 2 years but when something needs repair they are based out of Utah and do not have the resources to maintain their systems. I can tell the difference between them and a larger company at this point of my contract.

Vivint Reply:
Vivint thanks this customer for their review and for taking the time to reach out to us. After review of this customer’s account, we are showing that we have been more than willing to work with the customer to rectify the problems they have experienced with the cameras. Vivint has offered to replace the customers cameras with night vision cameras at no charge per the customer’s request. Vivint has also offered to credit the customer 2 free months because of the camera problems. The customer has refused both offers from Vivint and has not responded to requests for follow up. If the customer has further questions in regards to the cameras they are encourage to contact customer care at (800) 216-5232.
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Reason of review:
Poor customer service
ANGELA T Mcd
map-marker Saint Louis, Missouri

Unsatisfactory Monitoring

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Vivint - Unsatisfactory Monitoring
Vivint - Unsatisfactory Monitoring - Image 2
Vivint - Unsatisfactory Monitoring - Image 3
On Oct 31, 2023 I received a call from Vivint with a notification of my alarm system being activated. I instructed them to contact the police. I never received a return call from Vivint or the police. The next morning, I arrive at my home to find that my back door had been knocked in with a sledgehammer. Not only that but my car was stolen, also my alarm system was dismantled for which they have no record. The very next date after this incident, they had the nerve to automatically withdraw money from my checking account. Needless to say I don't feel secure with the service that wasn't provided. My suggestion is to choose another security company.
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Loss:
$5
Pros:
  • No pros
Cons:
  • Not very trust worthy

Preferred solution: Full refund

ANGELA T Mcd
map-marker Saint Louis, Missouri

Poor service

Vivint - Poor service
Vivint - Poor service - Image 2
On October 31, 2023, my alarm system went off. I received a call from Vivint instructing them to send the police. I never received a return call from Vivint. The next morning I went to my home and found that my back door had been knocked in with a sledgehammer. My alarm system had been dismantled, even the doorbell ring camera. Also, my car had been stolen, upon the discovery of this I immediately contacted Vivint. Upon speaking with them they had no excuse as to why I wasn't contacted. I think for what's charged for the service the monitoring service is poor. They showed no compassion for what I went through. The day after the incident they had the audacity to automatically withdraw funds for my checking account. I am very dissatisfied with the poor service I received from this company. I don't advise anyone to put there trust in this companies security of your home. Angela Taylor
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1 comment
Guest

Did you call them back? How about calling the police to check on what they found?

No? You checked on nothing and just got a good nights rest and showed up the next morning?

Shakyla Aug
map-marker Laurel, Montana

Vivint has charged me money after cancelling a "free trial period"

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I was given a free trial period by a pushy salesman that wouldn't allow me to think about the decision to receive a security system. He said he could install it and I could think about it for 30 days.

I decided to cancel. I contacted customer service who directed me to billing. This person informed me of what I need to do to cancel. I was given the option to fax, email, or mail.

I faxed, and emailed within the given time period. The product was removed promptly.

I was charged $226 at that time. I waited to see if it was an error and would be removed, but instead I was billed $64 a month for a product that is no longer installed.

Vivint Reply:
Vivint thanks this customer for their review and for taking the time to reach out to us. After review of this customer’s account, we are showing that the customer account has been cancelled as per there request and any money they have paid is in the process of being refunded back to them. Should the customer require further assistance they are encouraged to contact our customer loyalty department at (800) 216-5232 and they will be able to assist further.
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Reason of review:
IS STEALING MONEY FROM MY BANK ACCOUNT
Loss:
$355
Preferred solution:

Full refund

Anonymous
map-marker Racine, Wisconsin

Disrespectful and lack of customer service

My contract is up so I will not continue my month to month service with Vivint due to the lack and disrespectful customer service I received when my entire system has been and still is down for over a month now. I have been a loyal customer for years and while I don't mind paying for top service equipment ,I refuse to pay for disrespectful customer service and the fact that I am paying for a security system to protect my home and my family that doesn't even work,and no one at Vivint seemed to care about that but was more concerned about payment of a non working system is beyond me.

I wonder why the Service department and billing department never talk to each other. I think you guys need to fix this very important part of your company, the customer should never have to call so many different numbers and repeat the same information to the different departments. I also feel bad for recommending your company to so many family members and friends in the past I hope their experience is not like mind.

In the future pay attention to your customers and treat them with the respect and understanding you did when you first talked to them about your system and please fix your systems in a timely manner no one should wait months for system repairs ,and remember the reason why your doing business in the first place ,to help people feel safe in their home, and to that point you have Failed.

If you have any question , although I'm not expecting any communication due to the lack of your customer service ,feel free to contact me. I just hope this reaches someone that can make a difference.

Vivint Reply:
Vivint thanks this customer for their review and for taking the time to reach out to us. After review of this customer’s account, we found that the following the customer’s account has been cancelled as was there request. In the event that a customer needs a field service professional to come out to the home Vivint works hard to find a time that works for the customer. In some cases there is not a time that will work for the customer so our scheduling department will work on finding a professional who can visit the home during this time. In this instance scheduling was able to find an appointment but the customer had requested to cancel therefore the appointment was cancelled.
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George S Wga

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Complaint on rude dispatcher

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Morning, my alarm was accident set off and the dispatcher called to verify everything was ok. During the process, he got very rude and raised his voice when i ask him to repeat himself of what he was asking me. I suffered a concussion recently during a motorcycle accident was the reason I was verifying what he was asking me. I did not like this experience with this dispatcher and Im contemplating on switching companies after this interaction.
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Pros:
  • Good equipment
Cons:
  • Unreliable equipment with bad customer service
  • Customer service

Preferred solution: Apology

User's recommendation: ADT

Anonymous
map-marker Bossier City, Louisiana

Sorry service and lies

We Have had a lot of problems with vivint. It takes two weeks to get anyone to come out.

Alram going off for four days before I unpluged it. Had a appointment to move service to new house for two weeks , We where told to be at the old house from 8am to 11am noone showed I called and was told he went to the new house. Now they are tilling me I have to wait two more weeks . I am tired of paying for something I cannot use.

I will be reporting this to the BBB.

I would not till anyone to use vivint. No custerment service and you cannot get a pone number to anyone in corporate, So now it is back to the waiting game!!!!!!!!!!!!

Vivint Reply:
Vivint thanks this customer for their review and for reaching out for help in this situation. Vivint apologizes for any inconvenience that may have been encountered. According to our records, the customer has an appointment scheduled for 8/16/14 between 5:00pm and 7:00pm. Vivint will be installing a system at the customer’s new home and will not be picking up the old system first. If the customer needs to reschedule or has any questions about the situation, please call us at 800-216-5232.
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Loss:
$200
Michelle R Ecm

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Cancellation process.

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this company is completely ridiculous. I cancelled the account on august 15, they said that it should take 30 days. they charged my account september 15. it is still October 12, 2023 and my account is still active. I have been calling every week and every programmed representative states "we will escalate this to our cancellation department and the account will be closed in 3-5 business days and you should received a full refund. this company is ridiculous. I would never do business with them ever again. I rather use the ring from amazon which has a clearer image as well.
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Cons:
  • Cancellation department is the worse

Preferred solution: cancel my account and refund.

Anonymous
map-marker Birmingham, Alabama

Vivint - Security System Review from Birmingham, Alabama

I had another security system installed in my apartment because my home is having major renovations being done. I explained to the representative that I was keeping my main system. For some reason I can no longer look at my system on line nor can I set my system I have spoken to at least fifteen people no one has a clue as to what to do I am truly frustrated.

Vivint Reply:
Vivint thanks this customer for their review and for taking the time to reach out to us. After review of this customer’s account, we found that the following action has been taken: Our online backend team has been requested to merge the customer’s two online accounts into one, allowing her to access both her home and apartment. Due to the nature of the request, it may take a few days to complete this action. We apologize for any inconvenience and thank this customer for their patience in this matter. If, after 3 more days, the customer is still not able to log into both services, we request that she call Customer Care at 800-216-5232 or chat in at vivint.com so that we can take further action to remedy the situation.
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Ad S Gsc
map-marker Fairburn, Georgia

Unethical Business Practices

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I sent the following messages to Mauricio Gutierrez the Chief Executive Officer at NRG Energy the parent company of Vivint Seeking a resolution for a Vivint Smart Home system that I purchased, from Sebastian Vizcarrondo. Dear CEO, I had the Vivint service and equipment installed at my home on September 5th. I have unsuccessfully been able to cancel this account and service and return the equipment per my initial request on Sept 26th. I sent an email on Sept 26th to cancel the account after I received notification of a hard inquiry on my credit account and had a chance to read all of the terms and conditions of the contract. At the time I agreed to the service, I was not aware that I was taking out a $4,478 loan to purchase monitoring equipment. I can buy equipment outright and would not need to finance equipment. I was also not aware of the fact that I would be paying an installation fee $149 and receiving 2 bills, 1 for monitoring and 1 for the equipment. I was told that I had a 30-day trial period and if I was not satisfied for any reason, that I could return the equipment and cancel the service. The technician also confirmed this policy when he was on site installing the equipment on Sept 5, 2023. The Sales rep also stated that there is no long-term commitment however, after receiving the paperwork I see that there is a 5-year commitment and almost $5,000 charge for the equipment. The sales representative misrepresented this service, the billing, and the associated return policies. I have contacted customer service via email and called the Customer Loyalty department 3 times and I have not been able to get a resolution. Each time I call to cancel, the customer representatives put me on hold for long periods of time > 1 hr suggesting that they are working on my request and trying to reach the sales rep or the management team, to get approval for the 30-day commitment agreement and are never able to reach them. This is not an acceptable or ethical way to conduct business. I find the misrepresentation of the cost, terms, and billing construct to be unethical business practices. Your company should be upfront with its customers so people can make informed decisions that work best for their needs. I would appreciate it if someone from management responds to me about this issue, which I have not been working on for 2 weeks to resolve. I have been on several phone calls and exchanging emails with Andrea Jensen, Executive Resolutions - Proactive Escalation Prevention 385-446-**** since October 9th and still no resolution in sight.
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Loss:
$4627
Cons:
  • Sales rep lied about terms
  • Financing and billing
  • Conditions

Preferred solution: Full refund

User's recommendation: STAY AWAY! THEY ARE SCAMMERS!

Anonymous
map-marker Rocky Mountain House, Alberta

Review from Rocky Mountain House, Alberta

Had to move my services to my new home and it took a week to uninstall and it's about to take two weeks and a half to install in to my new home and they blame me due to me supposly calling in and have to move it to another date which I never did , I need this system as soon as possible and it's just not happening , now I have to wait another 72 hours to get another date . Why the *** should I have to pay a full month of this if I can't even use it .

It's almost as if now that I'm locked in they don't care about you anymore . Wish I could get out of this contract but if course stuck in this bad service program

Vivint Reply:
Vivint thanks this customer for their review. With the provided information, we are not able to locate an account for this customer. If they would provide us with their account number, phone number on the account, or the address where the previous system was located, we will be able to locate their account and resolve the issues that they have.
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