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Vivint's reply to:

Vivint in Los Angeles, California - Vivant - Poor Customer Service- System not working

Vivint recognizes the concerns of this customer. We apologize about the issues they encountered during the installation of their system. Incomplete installations are afforded priority and we are committed to reaching a resolution. We encourage this customer to contact our award winning Customer Care team at their earliest convenience. We are available 24/7 at 800-216-5232.
Review
#350952 Review #350952 is a subjective opinion of poster.
Product
Vivint Security System
Loss
$2000

I am beyond frustrated with Vivint! I ordered a security and home automation package (plus tons of add ons) from Vivint via phone and a technician was scheduled to come out and do an install on Friday 10/5.

The tech gets here and says, "Oh no, this house is too big and this is way too much work; I don't have time today. You are going to have to reschedule." So the tech walks through the house and makes a bunch of notes and assures me that the notes will be passed off to the next tech who will be coming so that I don't have to do the walk through again. So I speak with Vivant to set up another appointment. The appointment was set for 10/10.

During that conversation, and the two others I had while confirming my appointment, each service representative assured me that the notes from the previous tech were in the file and that plenty of time was scheduled for the tech to complete the job. Again, 3 people assured me of this. Wednesday morning a tech shows up at 9am and says, "This is too much work, I have another appointment at 2 and can't get this all done." REALLY?!? I am sure you can imagine my frustration at this point.

AND he doesn't have any notes and I have to do the walk through again. So he gets on the phone with his boss trying to get another tech out to my house. That didn't work, so I called Vivint myself. After 2 phone calls with Vivint (each lasting 45 minutes) another tech was sent to my house.

These guys worked until 8:30 at night; so they were here for about 11 hours. At this point they were so ready to go home and things were forgotten. Mind you, these guys were very nice and did their best, but they hadn't taken a break or eaten in 11 hours. I did offer them snacks, but they were so polite.

The tech lost the keys to my doors, so I have no keys, which wouldn't be a problem if the automatic door locks worked, but they don't. The door locks don't show up on my iphone app or on the computer. So I had to call into Vivint agin to try and get the door locks working and get a key to my door. I spent an hour on the phone with Vivant and they couldn't figure out the problem, so they emailed someone and said it would be taken care of by the morning.

They also said they were going to get me an appointment so that someone could come out and make a key for my door. Well, who has the key? Is there someone out there walking around with keys to my house? This is unsettling!

Now I have an uneasy feeling, which is the exact opposite feeling I wanted when putting in a security system. Needless to say, my door locks still didn't work in the morning, so I called back in and spent another hour on the phone. I am now waiting for a phone call back to see if they can get anyone out here or fix my locks. At this point here are my outstanding issues: My door locks do not work from my phone or commuter, I have no keys to my doors, I am getting a low battery warning on all of my window sensors (about 20) which is causing my key pad to beep, the pan and tilt camera in my daughters room that worked last night does not work anymore, and the lighting in my house is all labeled incorrectly (ie.

it is labeled mater bedroom and it turns on the porch). Nothing is being done to help me! I have spent thousands of dollars and I am having so many issues!

A tech should be at my home right now fixing this. I am beyond frustrated and this is such an inconvenience to me!

Vivint's reply to:

Run Away from Vivint

Vivint appreciates the feedback from this customer. Accounts at least 1 year old that have been in good standing are eligible for deferment. While our smart thermostat is compatible with nearly the majority of HVAC systems, we cannot guarantee compatibility with all equipment. We encourage this customer to speak with our award winning Customer Care team to resolve the issues outlined in their review. We are available 24/7 at 800-216-5232.
Review
#345072 Review #345072 is a subjective opinion of poster.
Product
Vivint Security System
Loss
$3000
Tags
  • Good luck

It started off with a sales guy played his tricks and wanted to replace security system that I had. I mentioned that I will be moving out soon and he mentioned that I could put the system in suspend mode temporarily until I move into another house.

First of all, the system installed died in first week for battery issues and then they never installed temaprature panel because the one they got does not fit to current A/C system I have. SO I am being ripped off already and now once I moved, they are saying that they cannot put me into temporary suspend mode. I am going to call the sales guy and see if he answers the phone. Anyone want to bet what the result would be :) Try calling into their call center for move department....Average wait is about 40 minutes and they received best customer service award.

Which *** gave that after all the problems posted on internet.

Based on the problems I have, there are other great companies that offer same or better features and service which I highly recommend to consider but most importantly good luck if you are with Vivint. I told Good luck to the vivint Rep that I talked to as I dont think this company will be there for long.

Vivint values this customer’s feedback and we appreciate them taking the time to submit a review outlining their concerns. Since this review was submitted, policy has been updated and situations such as the one clarified here are addressed on an account-by-account...
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Review
#343626 Review #343626 is a subjective opinion of poster.
Product
Vivint Security System
Vivint thanks this customer for sharing their experience. We require written notice of cancellation to discontinue monitoring service. This requirement is outlined on the face of the agreement and is reinforced during a required pre-installation survey. We encourage...
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30 comments
Anonymous
#1280784

Vivint is horrible, my house burned down in October. probably a year after I installed my system.

They have been a total nightmare to work with!!!! Beware of this company!!!

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Review
#341619 Review #341619 is a subjective opinion of poster.
Product
Vivint Security System
Vivint thanks this individual for their feedback and time. We apologize for any misunderstanding or misinformation provided to them. We ensure all customers are aware of the length of their agreement, both in writing and during a required pre-installation survey.
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Review
#338373 Review #338373 is a subjective opinion of poster.
Product
Vivint Security System
Vivint's reply to:

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...
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Review
#337839 Review #337839 is a subjective opinion of poster.
Product
Vivint Security System
Vivint understands the concerns of this customer and appreciates their feedback. Despite tremendous advances in technology, neither the security industry nor Vivint has been able to eradicate false alarms entirely. We apologize for any inconvenience this customer...
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Review
#334136 Review #334136 is a subjective opinion of poster.
Product
Vivint Security System
Vivint's reply to:

Vivint recognizes this customer’s concerns and appreciates the time they took to submit their feedback. We understand that not every product fits every lifestyle and apologize for any issues with the thermostat, electronic door lock, or their refund. We urge this...
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Review
#323293 Review #323293 is a subjective opinion of poster.
Product
Vivint Security System
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...
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Review
#319218 Review #319218 is a subjective opinion of poster.
Product
Vivint Security System
Vivint's reply to:

Vivint appreciates this customer voicing their concerns. All Vivint equipment (excluding batteries) is covered under warranty. Customers are never required to pay for replacement of warranted equipment. We do, however ask that they are responsible for a $49 service...
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Review
#307557 Review #307557 is a subjective opinion of poster.
Product
Vivint Security System