Salesman did a great job of convincing me that this was the security service for me. After he offered me all the bells and whistles at no charge, I was sold. All I would have to pay is a monthly payment of $79. The salesman left my house and the installers arrived about an hour later (I should've known the company was shadey by the urgency to get it into my house). Its all been downhill from there.
Installation went until around 10:00 PM on a weekday so that was a huge inconvenience. The automation was sporadic and inconsistent. I'd say my iPhone linked up with my thermostats about 1 out of every 5 tries. Most of the time I just had to walk over to the thermostat and change by hand. The link to the door lock never worked. At the end of the day, I was paying around $30 more for a service that was exactly like the one I had before (with no automation). However, at this point, I was still willing to give Vivint a try since I wasnt any very happy with my previous service.
The final straw was a few days later when I was debited $289. I contacted Vivint's customer service who could see that was being charged for some of the installation items - which I was supposed to be receiving for free. As nice as the customer service is, they were completely unable to help since they couldnt see the contract I signed. I was told it could be 3 or 4 days. It just so happened that my timeframe to opt out would've expired by then. Rather convenient for Vivint.
Rather than take the chance of any further billing issues - now or in the future - I decided to cancel and get a full refund. It took me 2 calls just to get someone to confirm my cancellation was received. I called back a week later to get timing on the refund and was told the first person had cancelled the coverage but did not "reverse the invoice", and that would be done in 24 hours. I called back 2 days later and was told the invoice as "partially reversed" and that it was being corrected now, I should have my refund in 24 hours. That's where I am today - waiting on a refund after 12 calls.
The real problem with Vivint is the structure of the business. The salesman and installers are doing things with limited communication to customer service. I get the sense that customer service is legitimately concerned and would've liked to help as quickly as possible, but couldn't since the salesman and installers submitted billings which differed from what was promised. Too many heads on this monster.
I used to always shut the door on salesman that came knocking. The one time I went against my instincts and its come back to *** me in the.... Do yourself a favor, stay away from door to door salesman. But especially the ones in the fancy orange shirts with the Vivint logo.
Product or Service Mentioned: Vivint Security System.