Anonymous
map-marker Tampa, Florida

Vivint - Misleading lying sales

Two young men came in my neighborhood stating they were looking for model homes in my neighborhood to install their security system in before they made their major sales pitch in my community ( my deed restricted community no less). They said being a model home I would have to qualify, put their sign in my yard and basically talk to others about what I like about my system.

They were going to give me all the equipment for free (had a system installed already so they just used that), give me a $30 discount on their monitoring fee, cut the installation price in half, and throw in a free smart thermometer. Sounded good to me since my roommate wanted a security system. I agreed and they installed that day. I looked them up the next day and the "discounted deal" they gave me was their regular rates and offers!!

They also had over 1000 complaints through the BBB and four class action suits they lost for misleading sales tactics! I immediately called to cancel and they said that the online price was their model home price! What a joke! I told them I wanted them out of my house and everything they changed in my system to be restored and complete refund of the installation fee and first month fee- which they charged for having the system for the last two days of the month!

I got so upset about all this and dealing with the reps that sent me to other people and getting nowhere and spending hours on the phone. I have a heart condition and I ended up having to go to the ER because my pulse spiked to 150 from just standing up. They had to do an EKG to make sure my rhythm wasn't thrown off. There goes that $125 copay.

And of course they made wholes in my walls that they did not fix. It's been two weeks but I'm still waiting on the refund that I was told would take 3-5 days. I called and they said it was approved but no one did it. Now they said they can send it right away- a portion of it that was approved and send for an approval for the rest of the money.

I'm am so unhappy and frustrated with this company. I have NEVER submitted a complaint for a company but this one I will find every where I can possibly summit a complaint and will do so!

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:
$200
1 comment
Guest

They came to my door, promised me they could give me 30 days to make up my mind, a 24 month contract, no problems. All my money would be refunded.

Told me he could fix it with his manager to get me those things since it was a pre sale in the neighborhood.

My 20 year old son heard them tell me I had 30 days.. I am thinking small claims court or something....

Anup Gyc
map-marker Tampa, Florida

Good so far

Had a few issues and questions. Everyone I spoke with at Vivint has been professional - and patient.

I am totally satisfied with the way they treated me so far. Price is a little high, but otherwise a good experience.The installer had the misfortune of damaging the ceiling in my garage (foot went through it). They got busy immediately locating a contractor to repair the damage. Again, their service rep was excellent.

Took charge and followed up with me to ensure everything resolved satisfactorily.Only issue I had was getting the thermostat talking to the GoControl panel correctly. We resolve it over the phone (again, patience on their part).

Vivint Reply:
We welcome this subscriber to the Vivint family and look forward to protecting and automating their home for years to come. We appreciate the feedback they have provided about their installing technician and Vivint values their feedback. Should there be any questions, our award winning Customer Care professionals are available 24/7 at 800-216-5232.
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Ailani Vyn
map-marker Charlotte, North Carolina

CONTRACT THAT EXPIRE

I had a two year contract with Vivint that ended January 2013. I spoke to CPI security who installed a security system in December 2012.

I was told by the technician on ground that I needed to call Vivint to tell them my intention and he stood there to witness me doing this. I was told by Vivint that I would still be charged for January and that would close out any money I owed them and the contract would be over 31 January. Two months later I paid close attention to my bank account and noticed they charged me again in February and March. I called them and was told not only was I not getting my money back but I also needed to send written notification in to them signed and scanned and to their email address before they would stop charging me money.

What makes this worse is when I called them to tell them I was going to CPI and they were in my house waiting to install equipment they tried to offer me a deal which I refused since CPI was installing cameras outside my home with a DVR something they could not provide nor even adequate service when they were active and even worse they sent a signal to my house confirming they were not connected something that came out of their now you would assume that a. expired contract, b. told I was with another company, c. they sent a signal verifying they were disconnected and did not call about it since I talked to them, d.

they got their payment for January that e. why would I need to correspond with them further?

This smacks of theft, fraud and possible embezzlement because where is the money going for a non-existent account where I owe them nothing and there are no services being provided. They should have a class action lawsuit against them and to think as a retired soldier I trusted these guys to provide security for me while I was in Afghanistan so I guess thanks for your service from Vivint at least the Taliban never took any of my money.

Vivint Reply:
We thank this customer for their feedback concerning their cancellation. Vivint requires a written notice of cancellation to discontinue monitoring service. The requirement for this notice is detailed in boldface on the front of the agreement. Customers are also welcome to speak with our Customer Care department at any time with questions regarding cancellation policy or procedure.
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Loss:
$132
Anonymous
map-marker Coconut Creek, Florida

BEWARE OF VIVINT

In April 2012 Vivint installed an alarm system in my home. They applied for permit and were supposed to pay for it and have it inspected. I do have a letter from the company stating as much. Well here we are in March 2013 and it has not been done. The city sent a letter to both myself and Vivint stating that it needed to be addressed or they would take action.

I have spent hours over the past months contacting 8 different people at Vivint (you can never get the same person) I have dates when I called, as well as employee numbers and have now spent over 4 hours on the phone to no avail. I am at risk of the city telling me that I need to remove the alarm system and if I can't get something as simple as this contractor doing what they should by paying for the permit, I can only imagine the fight I am going to have on my hands if that happens and I refuse to pay the monthly fees.

I strongly recommend that you avoid this company at all costs! Do NOT use them! Buyer beware!

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

Vivint is sending traveling salesman into california disrupting neighborhoods and local alarm business. These representatives have no business cards, no state license and misrepresent the product and themselves to senior communities. Go back to Utah.

Anonymous
map-marker High Point, North Carolina

Billing issue still not resolved

In August of 2012 my 39 month contract was set to expire. I sent a written notice to the company and a few days later I called to confirm the product was cancelled.

The representative on the phone haggled me until I agreed to continue coverage with them. I was offered a three months free, update to new system and I discount on existing bill. During those three free months they continued to charge me, and when it came to the month I had to be begin paying they did not adjust the monthly premium. After several phone calls to vivint the issue this is not resolved and they claim that I have two months do to them.

I am at my limit ready to seek legal action against this company.

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:
$3900
Yamila Ody
map-marker Elizabethtown, Kentucky

Don R.

Vivint/APX installed home security system in my home. Not very professional instillation and not pleased from the start.

Got a call from service rep. that my back door was open when I was out of town and wanted to know what I wanted them to do. My response was "call the police" I'm almost two hours from the house. By the time I got home my back door was still open and the police were never notified.

When I called to inquire I was told that my wife told them not to notify the police which I know wasn't true because she was with me. Never could resolve the issue and basically told me I didn't know what I was talking about because they had it all documented from the time of the call. Why would anyone tell them not to have the police respond when they're two hours away from their home and the alarm is going off? Tried to cancel service but couldn't because of contract!

Felt like (and still do) that I was paying for service I didn't receive. Thankfully my contract is expiring soon and will not renew. Still denying they were in the wrong and negligent. I was lucky because nothing was missing, I guess the alarm scared them off but my hardwood floor was damaged because it was raining and the door was wide open.

I would not advise anyone to trust Vivint for their home security!

Vivint Reply:
We thank this customer for their concern and for being proactive in the protection of their home. Vivint encourages customers to make us aware of any aspects of their installation they are dissatisfied with. We take all alarm notifications seriously and it is against our monitoring policy to cancel a dispatch without the appropriate verbal passcode.
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Loss:
$1200
Anonymous

Vivint Cancelled But Still Billing BEWARE

I read my contract. It was for 39 months and it said I needed to send written cancellation no less than 30 days in advance of the end of the contract.

I faxed written confirmation about 50 days in advance. Didn't hear a word from them. Contract ended and the next month, they took a payment from my bank account. Called them and they said they did have it on record that I was cancelling, but I needed to talk to a supervisor first.

I told them the contract said minimum 30 days written notice, they got it, it didn't say I had to talk to a supervisor so cancel and stop taking money from my account. They said they can't until I talk to a supervisor, but one wasn't available so I should call back. I said I was not calling back, they have the written notice that's all they need and I hung up. As soon as I got off the phone, I called my bank and put a stop payment on any future payments and sent Vivint another cancellation fax and told them again to stop taking payments from my account.

The next month, they tried to take another payment from my bank, which was returned as payment stopped. I thought they would get their act together at this point. NOT! I got a letter in the mail that my payment was returned from my bank, but not to worry, they'll double up next month.

Stop payments only work for the amount you advise your bank, so I closed the bank account I'd had for over 20 years so they couldn't get any more money that I didn't owe them. Then I called Vivint again and faxed them again....then the collection calls started. I told them AGAIN the account should have been cancelled 4 months prior, and they said they received a written request to cancel in Dec., I said NO, that was the THIRD written request, the first was sent in Aug and I had a fax confirmation that they rec'd ALL 3 of the faxes I sent telling them over and over to cancel. Surprisingly when they found out I had fax confirmations, the previous requests were located.

Long and short, they wrote off the 4 months I didn't owe and told my my contract was cancelled.

That was 2 months ago. They're still sending bills....

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:
$200
1 comment
Guest

I'm going through the same thing with these guys....I paid out my contract and then 6 months later they started taking the fees out of my account again. I also put a stop payment on my account....worst company I've ever dealt with.

Oni Lfu
map-marker Powell, Tennessee

Vivint - Very dishonest over priced Security company-vivnt

I joined vivint on 06/03/2011, I was high pressured by a sales man out of Oregon. After getting all my equipment set up in my home, it took them six months to get my camera working, yea, and i paid for the whole six months for service i did not have, then when it was time to make my yearly payment, i learned i could go online and replenish my account all alone every month, no one told me this instead i found it myself after an hour of arguing on the phone with them.They still took money from my account and caused me to get overdrafts on my bank account even though they had the money sitting there.

Now they said to fax my statement and they would pay for that. They must have the fax turned off, i have tried 5 times and still does not go thru. 801-377-****!! Please you know you have my permission to publish this to all the networks you want.

Oh and the best part is the crazy deranged sales guy swore to me it was for only two years. They tell me its for 42 months!! He was an Amish guy, so i believed him. Stupid on my part.

They said i can get out of the contract by selling it to someone else. Do they think everyone is as dis honest as them? I would not do that to someone. Or i can pay the rest of my contract.

lololol.Still trying to get that stmt to you and you have not put back my 18.00 like you said you would either Josh. Please publish this, i know i am!! I have facebook and a number of other networks. People should know the truth about this company.

so far i have paid them $1123.94. for all the problems.

Vivint Reply:
We thank this subscriber for taking the time to outline their concerns in this review. Customers are welcome to review their billing and process payments at any time through their online account center or over the phone. Vivint welcomes any bank statements showing an insufficient funds or overdraft fee was charged as a result of our billing; upon receipt we are able to review the statements and potentially provide reimbursement. Vivint is also willing to negotiate bill adjustment for downtime of the cameras. We ensure all customers are aware of the length of their agreement, both in writing on the face of the agreement and during a required pre-installation survey. We encourage this customer to resend their fax to +1(801)-377-4116 and contact our 24/7 Customer Care professionals at 800-216-5232 to resolve the aforementioned issues.
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Loss:
$1123
Binh Ehz
map-marker Alabaster, Alabama

Vivint - Lifetime Warranty with on site tech... but $49 onsite service fee

Updated by user Feb 21, 2013

Update 2/21/2013: Talk to and got an email update Gunar Cottle from Vivint.

Said the we waive cost of current issue but:

Part of the email:

"I contacted Brandon, (sales rep) and at this time the signed agreement takes precedence over any verbal agreements made between you and him."

So, Vivint does not cover anything anything their employees say and only what the fine print says on the contract.

**********************************************************************************************

Original review Feb 20, 2013

Brandon Hanna from Vivint came to our door on July 2012, sold us the system and had it installed that night.

We have loved the system until yesterday when it did not go off when I entered our garage. I called customer service and the lady was very nice, but said it must have been a “fluke.” “It is now working.” The alarm system that is there to protect my family and property just has a “fluke.” It was just a “FLUKE” someone came in and hurt my family and the alarm did not go off!

If my cellular phone dropped a call, then I would say that is a “fluke”!

So I asked about support and was told it would be a $50 for a service call. My wife and I talked to Brandon Hanna (Sales Rep) and the technicians the night the alarm system was installed regarding equipment failure and battery replacement. We were VERY CLEAR everything was covered and the equipment was covered under a “LIFETIME WARRANTY” with the $45 a month plan

we chose. After Brandon left, I talked to the Vivint technicians, as they installed the equipment, and I was told Vivint can send us a batteries or a tech can stop by to install. There was never any mention of paying more for a service call, since everything was covered under a “LIFETIME WARRANTY” as long as I had service.

Now I am being told by customer service an Brandon Hanna that I can have the “premium service” for only “$10 extra per month.” ($360 over next 3 years) When I spoke to Brandon Hanna today he said, “I don’t recall saying that”. I find it very sad that companies and employees “don’t recall” what they say when they have you under a contract for 36 months!! Guess that is not a “Fluke” either….

Vivint Reply:
Vivint appreciates this customer’s feedback. A $49 service fee is standard for all customers who have not upgraded to our Premium Service plan; this policy is outlined on the backside of the agreement. However, if a subscriber feels this charge is unfair or unwarranted, they are welcome to speak with our Customer Care team to dispute the co-pay. Each request is reviewed on an account-by-account basis. Customers are given a 120-day window after installation in which no co-pays will apply; additionally, return trips within 60-days do not have co-pays.
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Loss:
$360
Anonymous

BEWARE of VIVINT

I am writing a complaint against Vivint, Inc. out of Provo Utah.

Frank Brown with Vivint Inc., came to my home and offered me a “free” Vivint home security system. I was concerned about paying the monthly service charge of roughly $70 a month for such a long term (42 months) being a single mom of four children. I expressed that concern and Mr. Brown verbally assured me that the contract I was signing would be easy to cancel at any time if I felt there was a financial hardship or if I moved. I continued to hesitate and Mr. Brown assured me. He gave me his personal cell number and continued to push the sale. I trusted him and agreed to the sale under those terms, but never had him write the agreement anywhere. That was my first mistake.

Once the technician came to install the system, the system was poorly installed. The person who installed it, Peter Smart, was sloppy about his work which is evident in some of the installation. He smashed my heating and air conditioning vents in my attic. I did not learn this until I had issues with my air conditioning unit the following week. I called and had it serviced and sure enough Mr. Smart had smashed the ducts when he was in the attic which led to the system not working. I had to pay more money to have that repaired. I have had the system a total of six months and in that time; it has been offline for approximately 4 months. When I call I can not get an answer. I finally got through today as I am selling my home and need to discuss cancellation as well as the other issues. I was given the run around and told I would have to pay out around $3000 regardless. I was treated like a second class citizen and told basically no matter what I was told by whom, it would not be honored.

I have called Mr. Brown who sold me the system and no response. I have texted with no response. I filed a complaint on Vivint’s website as well. I am going to continue calling Mr. Brown, supervisors, media, better business bureau, and will report online anywhere I can until this matter is resolved. I feel violated and taken advantage of. Mr. Brown, as a door-to-door sales representative of Vivint, used false and misleading sales tactics including offering a "free" security system, and easy cancellation, in order to sale me a system. He was aggressive in his sales tactics and would not take no for an answer. He made promises that he knew wouldn’t be honored. I did not feel that Mr. Brown would leave without a signature.

When I spoke with someone at Vivint to try to resolve the issue (Mishala), they stated that is why they use pre call and post call, so that they are “covered”. The problem with this is they have the sales person stand right there while you answer the questions. It is quite intimidating and awkward. Mr. Brown promised me that cancellation wouldn’t be a problem, but told me I had to answer no to the question was I promised anything not written in order to get the deal.

BEWARE!! Vivint is not a good company to do business with.

To this point I have spoken with two individuals at Vivint and have had one other person call a third individual at Vivint. Currently no one is willing to make any consolations. I have filed a complaint on ripoff report and yelp. I have filed a complaint with BBB of Utah and I intend to continue to put this info out on the web, media outlets, and other sites. I plan to walk door to door this weekend to alert all my fellow Vivint users or potential Vivint users to beware of these business practices. If I sense a consensus with even a few of my neighbors, I will contact an atty and look into filing a class action lawsuit. This is ridiculous. Whatever you do, do not do business with Vivint. Thank you.

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:
$3000
Ruthanne Hbz
map-marker Chattanooga, Tennessee

Cancel Us Not!!!

I have been getting false alarms from the same zone since this alarm system was installed. After the three year contract was over they still didn't let me cancel.

They put me on a one year contract that I didn't know about and now require me to cancel in writing. They even replaced the sensor and it still would give false alarms. They over talk you on the phone and refuse to let you cancel their service.

I wouldn't recommend this service to anyone.

They use to be called APEX Security Systems. After the changed name they changed for the worst.

Vivint Reply:
Vivint thanks this customer for taking the time to submit their feedback. The length of an agreement is detailed on the front side of the contract, the terms are also reinforced through a required pre-installation survey. We require a written notice of cancellation to be on file for at least 30 days prior to disconnection, the request for this notice is clarified on the
agreement.
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Loss:
$419
Karder Yxf
map-marker Norfolk, Virginia

Automatic renewals

I was not happy with my services with Vivint in the first place, and then to learn that they had me another one year automatic renewal contract I was not happy. I want to change this law!

My alarm system had not been working for quite some time, and when I called to see what was wrong, they stated that it must be because my phone was switched to digital connection. I didn't pursue anymore because I was just going to stop paying when my contract ran out. I then found out that they automatically renewed.

So now I have no working system and having to pay for another year. Please go to https://petitions.whitehouse.gov/petition/prohibit sign the petition to not allow them to do this automatically with out notice.

Vivint Reply:
Vivint appreciates this customer’s feedback. Corporate policy has been updated since this review was submitted and situations like this are evaluated on a case-by-case basis; we invite this subscriber to contact our Customer Loyalty team to evaluate their options for upgrading their system to ensure compatibility with their new phone system.
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Loss:
$1000
1 comment
Oni Lfu

We all need to get together and hire an attorney to go after them. They are doing shotty business and need to be stopped!!

Travas Esr
map-marker Corpus Christi, Texas

BUYER BEWARE

Please do your homework before signing up with Vivant! They provided us with faulty equipment and then schedule a tech to come back a month after the service call was placed.

When the tech finally came, he came before the scheduled time and no one was home. When we called to reschedule, we were given yet another month before they could return. Now another piece of equipment does not work, and calls the police out at least weekly for no reason. I have attempted to cancel my contract and they refuse.

They also refuse to give me contact info of their superiors. Don't get suckered into their trap like we did. This company will not keep their contractual agreements, yet continue to take money out of my account monthly.

They are a scam!!! BUYER BEWARE!

Vivint Reply:
Vivint thanks this customer for taking the time to share their experience through PissedConsumer. It is important to us that each customer have a fully-functioning system and we apologize for any abnormal scheduling delays. This individual is encouraged to send their phone or account number to vivintfb@vivint.com so we are able to rectify any further concerns immediately.
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Anonymous
map-marker Dallas, Texas

Do not sign up with Vivint!!!

Comments that I've been reading about Vivint are the same things that I have experienced. They are terrible. The system wasn't working properly and I had to have tech's coming to my home at least 6 times. Got it last year July and still some things wont work right. The tech wasnt even certified and told us he couldn't fix the problem and that somebody else will have to come in. They are to be ashamed of theirselves for not letting people cance the contract. 42 months and you have to pay it all!!!

Also they used to charge me 67 dollars wich now is 79 without any notice. We were told that we will save lots of money with this system, with the energy and insurance. We the insurance gave me 40 dollars off of the whole year. I am not saving anything. This is way to expansive, items dont work properly and I had a fals larm too!

I will never recommend them to anyone. I am trying to get out. Hopefully I will figure t out!!

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
1 comment
Guest

If you have only had your system since last July (2012) and it sounds like you have never received satisfactory goods or services, you should consult paragraph 4 - Buyers Right to Cancel (on the reverse of your contract) - this clause says that if you do not receive the goods and or services contracted for within 30 days of the date of the contract, you have up to one year to cancel. Write them, fax them, email them, keep a paper trail as proof of dates and lastly, protect your funds from further attack.

I have read some reviews where customers have stopped payment so this seems like another viable option for self protection. JUST DO NOT LET YOUR TIME EXPIRE FOR CANCELLATION - ACT QUICKLY - THIS MAY BE YOUR WAY OUT!!!

Best of Luck. Signed, another pissed off Vivint Victim.

Anonymous
map-marker Birmingham, Alabama

Horrible system!!! Go with someone else!

Don't get locked into a contract with this company. I had this installed 7/2011 and still today 2/2013, the system does not work properly.

I have had numerous techs to my home. I have made numerous phonecalls, however, the automation part and cameras still do not work even though I have to pay for these services every month! I asked to be released from the contract several times because it doesn't work properly and have been told absolutely not! They send techs that don't have time to properly fix the problems, and then they leave your home in a mess with cameras off the walls etc and tell you to call them later and they will come back when they have time to troubleshoot some more!!!

I own my own business and lose $$ everytime I have to stop to deal with this. Do you really want this kind of company protecting your home?

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:
$1500
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