Faulty Floodlights

I purchased two flood lights with my initial order; one for the front camera and one for the backyard camera. The floodlight in the front never worked but the one in the back didn’t work. The tech returned a week later to fix the one in front but when he left, neither flood light is working. I’m paying for a service that still isn’t working.

installer was great

installer was great, not happy with the product performance. had the thermostats removed and there was a $6.99 month fee.

I wasn’t given all the cameras I was…

I wasn’t given all the cameras I was supposed to get & my card is continuously being charged for extra money I didn’t authorize

I feel as though I was misled about the…

I feel as though I was misled about the pricing of my equipment in order to get a service agent to my home. I was originally told the total cost would be around $850, which I was comfortable paying. However, when the installer arrived, I was suddenly quoted a price of over $1,400. In hindsight, I should have canceled the appointment at that point. The installer spent quite some time on the phone with customer service, but they offered very little apology or understanding of my frustration. Since the alarm system has been installed, I haven’t had many issues except that every time I open the app, it doesn’t display a preview of my cameras or the latest captured image. I also struggle to get playback to view my camera footage. As a new customer, I am extremely disappointed with how things have gone so far.

Communications

Communications. All the staff spoke argumentatively, double-talked, and were very defensive. They were not at a customer-friendly level. The installer was very courteous and didCommunications. All the staff spoke argumentatively, double-talked, and were very defensive. They were not at a customer-friendly level. The installer was very courteous and accepted my issue when contacted. accept my issue. when contacted. I think I have all my initial issues handled and I am enjoying my Doorbell and Thermostat application and hardware.

Vivint customer service is horrible

Vivint customer service is horrible. I ordered a couple of sensors from their website a couple of weeks ago and still haven't received them. So, I spoke with customer service and they told me i need to reach out to the carrier about it. NO!! That's not my responsibility to track down you product. Still nothing. Told them that if i didn't get my order or a refund I'm closing my account. Horrible!!

The thermostat has been offline all the…

The thermostat has been offline all the time. The doorbel all the time!

complete mix-up

complete mix-up on contract took 3 representatives to get it straight

When I had problems with my system

When I had problems with my system, I received no help when I called the customer service number several times. When I was told that a Tech would come to fix the problem, no one showed up. I had TWO YRS with a system that was not working properly, but payments were taken out of my account every month like clockwork. Your customer service phone support is less than favorable. Only when Jaylin come to my door representing Vivint did I get a resolution to the problems. He was the one who talked me into keeping Vivint.

The issue is I can’t get a real person…Living CSR.

The issue is I can’t get a real person to help me with my billing options. I’ve tried and tried, phone calls, emails, texts. Had I know personal customer service was non existent with this company I wouldn’t have purchased the product. Installation was smooth no issues.

Still have the same problem

Still have the same problem. Technical support was ineffective.

Nightmare!

The second set of technicians came out and promised that the alarm would not be operating off my garage door opener switch and it’s still is operating off of my garage door switch. If I turn off my garage door my whole alarm system goes off and the hole in my kitchen wall from the first technician is still there Which they were supposed to come back and fix. I’ve called almost a week and a half finally got a reply back a week and a half later for them to come back out and adjust the alarm from not operating off my garage door switch still have not heard back on when They will be available to do this. Worst customer service and installation experience by far. I wish I had kept ADT.

I regret switching. My system is 2 weeks old and we have…

My system is 2 weeks old and we have had to call 2 times so far because of issues. I regret switching. The guy on the phone was good.

Heat not working now

Good experience how ever, my heat hasn’t work since the thermostat was installed.

Unauthorized charge & unhelpful customer representative

Tech came out did a great job installing and explaining how the equipment works. What I had an issue with was I was charged an additional $107.00 on top of my quote without any authorization or explanation of what exactly it was for, even after calling customer service the representative never told me what the additional charge was for and refused to refund me after over an hour of being on the phone. She continued to repeat the same scripted lines and put me on hold. After this experience and when this equipment is obsolete, I will be going with a different company in the future. I bought over $3,000 of equipment and was simply asking for a refund of an authorized charge that I was given no explanation of and this is deceitful business practices.

Well I was told I would get a camara…

Well I was told I would get a camara installed on a Monday and set up an appointment for the installer to come. They never showed up or called I chose the option for a doorbell with me equipment and it does not work. I have let the salesmen know about whats going on and they keep saying he is waiting for someone to get back with him....Now this is my thoughts...if he can not get an answer from a installer and he works for the company how am I suppose to get in touch with somebody and I dont know who to call. What i have seems to work good but I dont have what I have ordered and the finance company is already starting to ask for money, not a good show of how this is going to go may start looking somewhere else

Installation

The overall experience was just ok the reason for the two stars is due to the fact that they insisted on installing the system that night. they began installing it at 8 pm and didn’t finish up until 11:30pm a little frustrating especially when you have little ones that needed to be asleep

Tech Unable to install thermostat I had…

Tech Unable to install thermostat I had took off to be home when technician arrived to home

Stressful to Get Service

It was a Saturday & the agent that I spoke to Steele seem like a very kind energetic person. He was very helpful. While he was helping me I had a number of other things going on trying to get our home rental. I was working with insurance, gas company, water, energy, & more. I am a single income family & every little help goes a long way. While speaking with him he said that I was going to get extra equipment as a courtesy. I thought that was great. The same day the appointment that I had booked text a later time asking me to confirm. I contacted him to send him a snapshot of the confirmation. We booked 12:00 to 4: 00. He stated that it was possible they were going by Eastern standard time. He said he was going to work it out. The next day on Sunday it continued to ask if I could confirm that appointment. I called him to let him know that I had forgotten about my daughter's dental appointment at 12:30. I booked at ages ago. I asked if I could get the 8-12p.m. window instead. I figured with a 6 day notice this would work. He said he was going to work on it. Monday came still the appointment was set for 1-5pm. He stated that he had changed the time & not to worry about it to just ignore it. Then Tuesday still 1-5. Each time I continue to get the same confirmation I kept Steele updated. Then Wednesday, Thursday, same situation same time. Steele even took the time to call me & let me know that he was going to work out. I told him maybe I should just cancel because this is becoming really stressful. Steele talked saying how I was being offered free camera & a package worth over $275 & how it's too good a deal to cancel. I told him while I appreciate all of that I don't have a time set & I'm worried I'm going to be at the doctor with my child when the technician shows up. He continued to tell me not to worry that it was going to work out. Then came Friday the time was still set 1-5pm he said let's just keep the time & surely the technician will come out before you need to leave. He said that he had tried but that the techs were all busy & booked. I told him I have been letting him know & keeping him updated for nearly six days that there was time to set a different window. He stated that he tried but how after or even 5 days not counting Sunday is it I have a hard time understanding why the time was never changed especially with all the technicians. Saturday came & sure enough right when I needed to leave the tech called stating he was coming to the house. I had to explain to him everything that was happening & how I tried to change the time. From the sound of his voice I could not help but feel like he didn't believe me that he felt like it was my fault that I did not plan better. He asked me to try to reschedule on another day but sadly I had been at our empty house for over 4 hours for nothing. Time passed I was able to take my daughter to the appointment then return her to the school. I was trying to figure out another time to get the security installed. Right around the time I needed to leave to pick up my child from her practice a different tech called saying that he was in the area & that he could help me. He was very kind & I managed to find a ride to have my girl picked up & brought to the new place. Raymond I think that's his name was great he installed everything wonderfully if I could give separate Stars I would give him five. Explained everything to me wonderfully & trained me well on how to use the system. He did not have to come out but he did. I'm grateful he came out & I feel so much safer for my child & I. The problem is after he installed everything I asked him for the extra cameras that was offered to me. He looked at his record & report & said everything listed was standard that nothing was extra. I called Steele & while he was on speaker he stated that I got the door ring camera added. Raymond shook his head & said that comes with what you ordered. I feel lied to & it was very stressful just trying to get the service. Back to the prior week as soon as I let the agent know that time is not going to work I don't understand why it was just not changed if not change the next day why not change on Monday or tuesday? It was stressed that I did not need & I feel like I was treated like a typical salesman treats a female leading me to believe I was getting something greater when I'm just paying for what I get. Steele is kind & pleasant on the phone but I feel it could have been handled much better. The other technician that I originally had seem to think that I was the one that did not plan well. It really made me look bad. I'm a planner & I'm very organized. I'm writing this in hopes that this doesn't happen to any other single families with children especially. I get that I may not be financially up there however, my priority is safety & keeping my child & I safe. Prior to even getting any furniture or appliances I choose to use money for security first.

the light they installed still not working , thermostat not to secure on the wall , they didn't plug the hole on the wall

did't do a good job with installation and their hasn't been a follow up (lot of promises no action ) i like the product but not the service so far

Picture not crisp and didn't record…

Picture not crisp and didn't record someone leaving a package and taking a picture of it

Cannot talk to real person

Cannot talk to real person. Would like 2more tv boxes. I am too old to figure out all entering all the information on iPad. Sorry but I am old school. When people were considered intelligent enough to communicate with each other seems like you would want my money. Just made major more. Call if you would like me to order two more receivers . Other wise I won’t need 5 tvs

Should be able to access pricing online…

Should be able to access pricing online not on phone call only

Been having problems with it since its…

Been having problems with it since its been hooked up. The guy who put it up put the cameras in alot of blind spots and one where I cant see my drive way because he put it in front of a board and the door bell camera on the left and no you all talking about if they come and moce them its 75 dollars a piece.

So far haven’t had the best service……

So far haven’t had the best service… door lock was not working, was replaced, outside cameras go offline, and can’t be fixed even after replacing…not happy at this moment in time…