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Multiple issues

Call in for help. On hold for hours. No help when my panel had issues.
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ID
#1695941 Review #1695941 is a subjective opinion of poster.
Location
Forney, Texas
1.0
Details
Worst experience by the door to door sales guy. Invites himself in for a drink of water. Once in my house he said he needed to make a quick call to see what speeds I could get at my location. He then puts me on the phone with a guy who asked for some basic info such as...
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1 comment
Vira
#1767269

Same tactic used on me. They installed before I could say what the *** While I'm discussing with the guy who knocked on the door, he signaled a crew of 5-7 men to install before I could look at the contract.

Additionally, I was a renter. Installs were only for homeowners.

Then I could not get it cancelled. Then they trashed my credit.

ID
#1688610 Review #1688610 is a subjective opinion of poster.
Cons
  • Being lied totold i cannot cancel
  • Unprofessional conduct
Reason of review
Poor customer service
Preferred solution
Stop allowing sales people to be deceptive

Security system stinks!

1.1
Details
We got the Vivant security system last summer. We have had nothing but problems with the cameras. I don’t check them daily, but when I do need to check them from the app, my videos won’t download or I find that the cameras haven’t been recording at all for several days. We have called, emailed, live chatted. Every time they tell us that we need a software update or that there is a bug and they send the fix/update to the panel. We’ve also had technicians out for these “fixes”. First, if there is an update or a bug that needs to be fixed, WHY aren’t these sent automatically to our system?? WE have to find the problem and call, THEN they tell us something needs to be updated. Ridiculous. Today, I am on a trip so would like to check who is ringing my doorbell. Nope, video won’t load. So I decided to check the driveway camera. It hasn’t been recording since last week!!! I am so frustrated!!!!! I did a live chat and was told, once again, that there is a bug and the fix has been sent to my panel. My husband was so mad he called and told them we want to cancel our service. We were told that we can cancel the service but have to continue to pay for the equipment! What?!?! It. Doesn’t. Work. We are looking into legal action.
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ID
#1687157 Review #1687157 is a subjective opinion of poster.
Product
Vivint Security System
Pros
  • Friendliness of customer support
Cons
  • Not caring about your system problems
Reason of review
Bad quality
Loss
$500
Preferred solution
Stop charging me and take equipment back

AVOID THIS COMPANY

1.8
Details
STAY AWAY FROM THIS COMPANY. I have only written one negative review in my life. This one is worse. Read along with me. I went with Vivint for our home security for the smart home integration and the fact that they would do all the installation for us. Reviews were mixed, but, ultimately… they seemed like they had strong technology. I was willing to spend the premium to have the work completed and everything integrated into a single system. Once the sales guy scheduled our installation, that’s when the fun begins. Had to have them come out three separate times to get it right (before the most recent issues, which would make it 4 trips) – total of 6 hours of installation. The first installation, they told me they couldn’t install the doorbell because there was no power outlet available (seems odd that’s necessary and annoying they didn’t ask about this over the phone) and couldn’t install the door lock because of what was currently there (a door handle integrated with a door lock). So, we rescheduled to have those items resolved. He left. About 10 minutes after he left, we noticed that the A/C wasn’t blowing cold air. We called him and asked him to come back. When he arrived, he claimed he knew the issue and it was a quick solution. He went out and decided to “jump start” the A/C by hitting the fan with a stick (seriously, I supplied him with a broom stick). It didn’t work. Fast forward 45 minutes, and he eventually called someone and they had him downstairs rewiring something by the furnace. Still not sure what he did down there, but, it ended up working, so, we dismissed it. I should note at this point, we have a very nice home that was a rebuild in 2002, so new electrical, plumbing, etc. We bought this house about 2 months ago and obviously had it fully inspected, including a separate inspection on the HVAC system – A/C, water heater, and furnace… everything was working fine. Prior to the second installation appointment, we hired an electrician to run an outlet right inside the front door. On the day of the second installation, I removed the current door handle so they could install the new lock, since they couldn’t do that part. They cancelled the appointment the day of and couldn’t reschedule for another two days. Therefore, we had nothing there for the next two days – no door lock and no door handle TO THE FRONT DOOR OF OUR HOUSE. (The irony of wanting a security system and getting a front door that won’t close/lock, is rather amusing). The next month or so, the system operated fairly well, although, we did have issues with the door lock not locking completely and one of the door sensors. Up until this point… all things I can deal with. But, the next part is where I have lost my mind. My wife and I took a trip for 5 days. When we came back from our trip, Fall had hit and it was time to turn the furnace on for the first time in our new home. Turned the Vivint supplied thermostat to heat and… nothing. No power to the fan, no heat, nothing. So, I called my HVAC contractor. They came out, charged the $99 service fee, and tested everything to determine the error was occurring from the thermostat. He said he could fix it by installing a Nest and manually turned on the furnace, which was blowing warm air. I told him that Vivint will make it right. I called Vivint and explained everything. We spent the next 48 minutes on the phone troubleshooting the thermostat, which required a number of tools. They told me they could send a new thermostat out and it would BE HERE IN 7-10 DAYS. Yes. You’re reading that correctly. They screwed up the installation of my system, made me troubleshoot it, and then told me that I would have to wait a week in my 55 degree house before they would ship me a new device that I would have to then INSTALL BY MYSELF. It doesn’t stop here. I was able to talk them into shipping the device to me in two days. It arrived today and I called them to help walk me through the installation. First time I called, it was a 15 minute wait time. It disconnected after 10 minutes. Called back. Another 15 minute wait time. Finally get a hold of them and we start the nightmare. Fast forward 1 hour and 13 minutes later (I’ll save you the details) and the same issue is still occurring. After nearly begging, they agreed to have an employee (i.e. independent contractor) come out to resolve the issue the following day. Guess what? I get a text (not a call) that they will be coming out in two days. So, we will now be heading into 5 days without heat in our home. We have no heat and the low temperature tonight is 38 degrees. BECAUSE OF VIVINT. I just called them and the wait time was 15 minutes to talk to someone. I asked for supervisor. That was another 15 minute wait time. He got on the line and told me he needs to make a call to another department. At 30 minutes now. Add that to the clock. This is an ongoing issue. Unsure what the result will be.
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ID
#1676663 Review #1676663 is a subjective opinion of poster.
Service
Vivint Security System Installation
Pros
  • System
Cons
  • Uneducated installation
  • Customer support
Reason of review
Poor customer service
Loss
$5000
Preferred solution
Full refund

Horrible

1.0
Details
Don't do it. They over charge and don't even tell you. I am being over charges by $40.00 without consent. I don't know how this company is getting away with it. I have filed a complaint with every government agency I can to have these people cancel this contract. Oh, not to mention they feel that it's okay for me to rent faulty equipment that puts my minor children in danger.
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ID
#1668326 Review #1668326 is a subjective opinion of poster.
Location
Las Vegas, Nevada
Service
Vivint Customer Care
Cons
  • Being deceived about their product
  • Scam
Reason of review
Damaged or defective
Loss
$1000
Preferred solution
Full refund

Cancellation

I want to cancel my vivint but it’s on my 11th day already so they want me to pay 50% of price. Any help
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1 comment
Vira
#1767277

I'd be surprised if anyone has succeeded in cancelling Vivant security. They sign you up with auto draft from your checking account.

They will not stop taking out payments. The company did not provide service through the installed equipment. But charged me every month for years.

Then they trashed my credit report for good measure which has cost me huge amounts of money bc I can only qualify for high interest credit card & loans for 7 years. Mafia type company policies.

ID
#1668014 Review #1668014 is a subjective opinion of poster.

More than two years of cameras going in and out.

1.8
Details
Vivint - More than two years of cameras going in and out.
Vivint - More than two years of cameras going in and out.
I have tried to give the benefit of the doubt to Vivint. I have reset my alarm system so many times that I’ve actually gotten really good at it. I have had technicians out here at least a dozen times or more in the last two years. Every time they come out it is a new issue, and I have fixed every single one of those issues but the system still does not work. When I asked to cancel my contract and get my money back for a faulty system, they told me That they would come out and take the system but we’re not give me any money back. The last time I had a technician out, was this last weekend. He is the one that I actually installed my system back in 2017. He told me that the cameras were hooked up improperly. He had all of the cameras all connected together and used my plug-in for my garage door opener to connect them to the power. He then took all the wires apart, put them in two plug-ins on each side garage door opener. And now the system works worse than it did before. I talked to multiple supervisors today. I asked very politely over and over again to please come out and take the system and cancel my contract and I needed my money back. Obviously they did not agree. I would like to file a lawsuit. You can add photos to this one
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ID
#1663334 Review #1663334 is a subjective opinion of poster.
Location
Portland West, Oregon
Cons
  • Equipment is very poor quality
Reason of review
Bad quality
Loss
$5000
Preferred solution
Full refund

Horrible Customer Service

1.4
Details
Door to door salesman essentially lied about services provided, cost, cancellation procedure, you name it. I'm paying 50 bucks a month for a smart thermostat that is offline 75% of the time and a doorbell camera that is essentially useless. I was promised $400 but was not told it was for switching from a different home security company (I didn't have one). Was told oh well on that. Also, please tell me why the Vivint panel would have a disarm/arm function if they never even installed sensors???? Was told since I was military the cancellation fee would be waived. When I brought that up to customer service, they said they would get in contact with the salesman to verify, but never got back to me. Thank god for military orders, finally getting out of this nightmare.
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ID
#1661703 Review #1661703 is a subjective opinion of poster.
Location
Grovetown, Georgia
Service
Vivint Sales Representative
Reason of review
Poor customer service

Security system plan

1.0
Details
This company does not believe in cancellation. I had a contract with Vivint for a few years. When my contract was up I went on a month to month while researching when it came time to cancel I called I even faxed letters and sent the appropriate letter to the company to make sure it was cancelled even though I was told on a month to month all I had to do was call them of course they told me different. From a $50 pass bill and constantly sending my name to different Collection companies the amount they say I owe is a out $700 now. This company is a scam. Do not get involved with this company this has been going on for years all they care about is getting your money.
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ID
#1660755 Review #1660755 is a subjective opinion of poster.
Service
Vivint Security System Plan
Cons
  • Monthly theft of money
  • Company was not up front with there cancellation policy
Reason of review
Return, Exchange or Cancellation Policy
Loss
$5000
Preferred solution
Stop credit companies damaging my name
1.2
Details
Update by user Sep 17, 2019

My loss is far greater than $30..... would not allow me to adjust the amount.

Original review posted by user Sep 17, 2019
I've had fighting for over a year now. I am still in a contract. I have a doorbell camera, front door lock, backyard camera, garage opener, three Nest thermostats, fire alarm and glass...
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ID
#1656270 Review #1656270 is a subjective opinion of poster.
Product
Vivint Security System
Cons
  • Technical support
  • Lack of updated equipment installed andmonthly rate
  • Lack of resoution
Reason of review
Not as described/ advertised
Loss
$30
Preferred solution
Deliver product or service ordered

Pissed

1.1
Details
the vent sucks they don't know how to run a company. :they lie not responsible i have had it for over a year maybe 2 months no problem have 2 call every month and me pay for them 2 fix their equipment they say one thing and do another im cancelling my credit card and they say youcant cancell without paying off your equipment which is wrong
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ID
#1655090 Review #1655090 is a subjective opinion of poster.
Reason of review
Not as described/ advertised
Loss
$700
Preferred solution
Full refund

Vivint sucks

1.0
Details
No customer service. They want you to do everything! They initially told us that the system in electronically activate but it works of of batteries the will bleed you dry! Biggest mistake ever made! STAY AWAY FROM VIVINT!!!
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ID
#1654318 Review #1654318 is a subjective opinion of poster.
Location
Oklahoma City, Oklahoma
Product
Vivint Security System
Reason of review
Bad quality

Awful

1.0
Details
Don't use this company. The equipment is not any good and they can't keep it working. They threaten to sue you for wanting the system to work and when you don,t want to wait for a week or two to get service. This is a terrible company and they will hang up on you after putting you on hold thirty minuets plus. DON'T USE THIS COMPANY, THEY WILL LIE AND CHEAT YOU AND LAUGH IN YOUR FACE WHEN THEY'RE DOING IT. BUYER BEWARE!!! BUYER BEWARE!! BUYER BEWARE!!!!
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ID
#1649058 Review #1649058 is a subjective opinion of poster.
Reason of review
Poor customer service
Preferred solution
Let me out of the contract.

Impossible to Cancel

I just signed up for an install yesterday and was told that I could easily cancel (even by text) if I changed my mind before the install. I've called at least 10 times today and have yet to talk to a customer service rep. I've waited on hold several times for 6 minutes and longer before I had to hang up to do my actual job. I've texted the guy who sold me the service and he says the only way to cancel is to call that number...you know, the one where you can't reach an actual person. Then I contacted online via support chat and was told to call a different number to cancel. I called that an after 10 minutes on hold, I spoke with a lady who said I needed to contact the NAS NMI department. WTF?? I was told specifically to call the two different numbers that I already called to cancel. I'm getting the run around and it's ridiculous.
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ID
#1646244 Review #1646244 is a subjective opinion of poster.
Location
Wakefield, Massachusetts
Service
Vivint Customer Care

Vivint misleading sales rep

I signed up for Vivint Solar panels and was mislead by the sales rep who said I would only get billed for taxes on my electric bill from NV Energy however when the electric company came out to switch me over to Vivint solar she told me that was not true. She said that infact I would be getting a bill from both NV Energy and Vivint. When I tried contacting Vivint regarding this I did not get a call or email back. I am now receiving letters from them saying I am in default. I don't know how to resolve this.
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ID
#1643688 Review #1643688 is a subjective opinion of poster.
Location
Las Vegas, Nevada