Anonymous
map-marker Huntington Station, New York

One failing wireless sensor

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

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.
View full review
Reason of review:
Problem with delivery
Christorpher Olu
map-marker San Antonio, Texas

Repairs of your system

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

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.
View full review
Reason of review:
Poor customer service
Shakyla Aug
map-marker Laurel, Montana

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

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

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.
View full review
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.
View full review
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.
View full review
Loss:
$200
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.
View full review
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.
View full review
Anonymous
map-marker Bardstown, Kentucky

I want 160**** canceled

I want this canceled please,i can not find any support@***.com on my computer. the name is Thomas clark & Deborah clark our password is yardsale.i've had this almost 5yrs please cancel..502-350-**** is our home #.

thank you much..Thomas s. clark. I have had doors changed and don't want the system anymore.it has not done us any good at all because of our doors not having sensors in them not you all's fault. just want it canceled please.again thank you very much, have a great day!

sincerely, Thomas s clark 189 barberry ln. bardstown ky 40004

Vivint Reply:
Vivint thanks this customer for reaching out to us via Pissed Consumer. After review of their account, we will accept this as a written notice of cancellation and will attach it to their account. In order to finalize cancellation, we ask that the customer please call our Customer Loyalty team at 800-216-5232 x5020.
View full review
Rayce Xls

Faulty equipment and no show techs

We have had Vivint for approximately 2 months. After 2 weeks, my husband opens our basement door and the sensor popped out.

He just put it back in place. The next day the motion sensor was not communicating. This was totally unrelated according to the phone tech. I called to schedule a person to come out and rearranged my work schedule to work from home.

The tech never showed. When I called they sent him the next day. Both the motion detector and door sensor had to be replaced. Now the door sensor has been continuously beeping for almost a month.

I have called numerous times.

The tech was a no show AGAIN. It is unacceptable business.

Vivint Reply:
Vivint thanks this customer for their review and wants to rectify the situation. When equipment malfunctions, we request that the customer contact us to resolve the situation by either repairing the equipment over the phone or scheduling a technician to come out to repair the system. In the event that a technician does not show, internal consequences take effect and Vivint works to get the customer a new appointment as quickly as possible. If a technician does not show, we request that customers contact us at 800-216-5232 to reschedule. In the event that equipment malfunctions, we will reimburse the customer for the system down-time. They simply need contact us and inform us of the time period that equipment was not functioning.
View full review
Anonymous
map-marker Whitehouse, Texas

They lied to me.

We were sold a Vivint System, which we did not like. I called Vivint a week later and spoke to a gentleman that told me it would be to his advantage to let us cancel our account, than try to keep someone who was unhappy with it.

A week later I called back to get a confirmation, since I had the equipment removed. They then told me I was going to be paying them for five years even though I am not using their equipment or service. I was lied to by a Vivint Representative.

They insist I owe them the full term of the contract.

Vivint Reply:
Vivint thanks this customer for their review and appreciates the opportunity to respond. When a customer enters the agreement, they are subject to a post-install survey in the which they acknowledge that they have been told about the 3 day right of recession period. This states that the customer is able to cancel their agreement for any reason within the first 3 days of service. Mr. Faulkner represented that he had been made aware of this in the post-install survey. Further, Vivint received Mr. Faulkner’s written notice to cancel on July 23, 2014, after the initial 3 days to cancel had already lapsed. As such, Mr. Faulkner is not able to cancel without penalty. If this customer would like to discuss cancellation, they can contact our Customer Loyalty team at 800-216-5232 x5020.
View full review
Loss:
$4200
Anonymous
map-marker Snellville, Georgia

Vivint - Service Cancellation Review

While my husband was still in listed in the army a vivint sale person show up and offer us a system that sound good so we ask him if we move can we cancel he said sure no problem because my husband was getting ready to retire and was moving back to Georgia but we was going to stay with his mother for a while well the day came and they said no but we will suspend your service until you want it then he get a bill saying the suspension off now you owe but they never pick up the equipment from the house we rented in Oklahoma and they want give us amount to close out the offer

Vivint Reply:
Vivint thanks this customer for their review and we hope that we can get everything taken care of to the customer’s satisfaction. We appreciate the efforts and sacrifice of our military members and as such, provide several options for them to cancel when they receive orders. If they are deployed or relocated on base, they may cancel their agreement with no penalty. If they are discharged or moved to a location not on base, this does not apply and they have the standard move or cancellation options available to them. These include moving service to their new home, transferring service to a third party, or paying off the remaining balance. In order to take advantage of any of these options, we ask that customers contact our Customer Loyalty team at 800-216-5232 x5020.
View full review
Anonymous
map-marker Temple Hills, Maryland

Vivint didn't keep the sales person's promise

Long and short of it. I had an aggressive Vivint salesman show up at my door in May 2013, and he offered me a contract of 60 months for security alarm services. He said Vivint was interested in my property, since I owned a corner lot, and Vivint wanted to gain a presence in the area. I talked to the salesman and he drew up a contract. I saw in the contract in small print that you cannot cancel the contract, and would be liable for the entire cost of the contract, and thought this was fishy. So I proceeded to rip the contract into four pieces in front of the salesman, and told him no deal.

The salesman spoke up and stated, oh wait a minute ma'am, we're running a special for people in the Spearman, TX area, and as a result we would give you a $375 termination fee if you needed to cancel. He had me call and talk to a customer care rep next, and the rep sounded like she didn't know about this $375 termination fee, but then quickly agreed, yeah whatever the salesman told you, we will honor. So like a fool, I agreed and signed the contract. I guess Vivint doesn't mind employing dishonorable people, as long as they make their cold hard cash and take it away from people like myself, who is a single mom trying to make it.

I had to sell the house as I could no longer afford it, and no I cannot find someone else who is creditworthy to assume the contract. Vivint won't let me pay the termination fee as initially agreed upon by their lie-thru-the-teeth salesman. I have had many many conversations with their customer care people, and it gets you nowhere, since they can't do anything to help, except to collect on my bill. This company has a bad reputation for bait and switch sales tactics, and the only recourse I am left with now is to hire an attorney to take up this cause. Buyers beware!!! These guys will do anything to lie, cheat and trick you into a contract and then throw you to the wolves once they have you.

The best part of it all, they hired a collection agency who is charging me DOUBLE the price of the contract. Yeah these guys really put the CARE in customer care, huh?

Vivint Reply:
Vivint thanks this customer for their review and would love to take care of the issues that they have presented. Vivint takes complaints about sales representatives using misleading tactics very seriously and would like to take care of this situation. Unfortunately, with the given information, we are not able to locate this customers account. We request that the customer send us their phone number listed on their account, account number, and address where the system is located along with the main account holder’s name so that we can locate their account. They can either respond to this or email the information directly to vivintfb@vivint.com.
View full review
Loss:
$2500
Esta Rhs
map-marker The Woodlands, Texas

Vivint - Poor quality and do not sell your house before your contract is up.

Same story as most. Door to door sales person. Good pitch, but the equipment never worked properly. The alarm works but the remote doors and thermostat never worked correctly.

Got signed up with service for 5 years and paid my $75 a month bill on time for 3.5 years then sold my house. Called to tell them I needed to terminate service and contract because I sold my house. They said I could either pay the 18 months remaining or I could try and convince the new home owners to assume the balance of my contract.

No way I could recommend Vivint service to anyone if they could not get out of their contract if they sold their house, much less talk someone else into assuming my contract with them. The sales rep on the phone acted as if I was lying about selling my home. I offered to send him the HUD statement to prove I sold it and was moving. He said it did not matter.

So now I guess I will contact the Texas Attorney Generals Office like some have. It probably will not do much good for me, but maybe they will open a case file on them.

I will contact the KHOU Investigative Reporter who is a neighbor of mine. I may have to pay vivint $1350 to finish out the contract while I do not live here, but I will get air time in Houston so no one else buys their service without looking at other companies and options.

Vivint Reply:
Vivint thanks this customer for their review and appreciates the opportunity to respond. We apologize for any inconvenience that has been encountered in this situation. When a customer sells their home or moves, they are not automatically absolved of the responsibility of the agreement that was signed and customers have several options. They may either 1. Move the system to their new home, 2. Transfer service to a 3rd party who will assume responsibility for the agreement and system or 3. Pay off the remaining balance on the agreement. When moving, we encourage customers to contact our Moves and Takeovers team at 800-216-5232 x5025 to work out which option will be best for them.
View full review
Loss:
$1350
Anonymous
map-marker Chantilly, Virginia

Vivint - Salesman lied to me!

When I was approached by a Vivint salesman about getting the system installed in my house. I was worried about being locked into a contract, or what if I didn't like the system, what if I couldn't afford the system anymore?

He reassured me and said that I could cancel at anytime. I asked him about the 42 month requirement on the contract and he told me that if he didn't put an end date and crossed off the 42 months that it would be fine. They will just need picture proof of what my contract looked like. So I willingly signed.

He didn't seem shady or anything. Very helpful. Later on I texted him to make sure that I really could cancel. He said yes and that there would be no problem.

So when I went to cancel they wouldn't let me. They called me a liar and weren't willing to do what their salesman had said they would. I have tried to get out of this contract on multiple occasions with no success. This last time I called and explained my husband just had cancer surgery and we couldn't afford the system.

They told me I couldn't cancel. They are liars and no one should purchase from them.

Vivint Reply:
Vivint thanks this customer for their review and we hope that we can get all issues resolved. In the complaint the customer claims that the sales representative said that he would cross off the 42 month requirement thereby allowing the customer to cancel when they wish. According to our records, the agreement still has the 42 month requirement printed and it is not crossed off. Furthermore, prior to installation, all customers are required to take and pass a pre-install survey. If the customer does not answer correctly to any of the sections, Vivint will not install the system and sales representatives are asked to work with the customer to resolve any discrepancies. In the survey, the customer agreed that they had read and understood that the agreement was for a term of 42 months and that the sales representative had not made any promises to them that were not written on the agreement. As such, cancellation without penalty is not warranted. If the customer can provide proof that this promise was made, however, Vivint will honor the alleged promise.
View full review
Loss:
$1890
Anonymous

Vivint - Security Service Cancellation Review

I theodore davis jr canceled this service back in November 7 2013 and I spoke to your boss nate and he told me to right this letter this is the 3 time iam righting this to you guys and you still are sending letter to my brother Shannon kitch house now this is getting out of hand your boss nate told me this would be resolved and that yous owed me for the months that you were still taking money out of my account it added up to $269.94 now I print all my papers a bd keep them on file please contact me at 717575**** thank u

Vivint Reply:
Vivint thanks this customer for their review and hopes that we can get everything taken care of. According to our records, this customer’s account is cancelled and billing has been ceased. In order to refund all of the requested funds, we are still awaiting receipt of the requested bank statements. Once we have those, we will be able to refund any money due from the cancellation of this customer’s account. If there are any questions, we can be reached 24/7 at 800-216-5232. Thanks!
View full review