DON'T DO IT!!

For many years I've been a loyal customer. A few months back, I began to have issues with my equipment. Ultimately, after going through technical service, it was determined that upgrading was the only fix. I was made an offer by the rep. I waited a month and in the end decided to cancel my service. 45 MINUTES ON THE PHONE TO CANCEL. The rep was relentless in making offers trying to retain me as a customer. By the 3rd offer, I was begging the rep to stop and just cancel my service. I was cussing angry by this point and told the rep I didn't want to hear another word from him, get me a supervisor on the line. I then proceeded to light the supervisor up about my experience and how the rep needs to recognize when a customer has had enough. BECAUSE THE REP WOULDN'T JUST FULFILL MY REQUEST TO CANCEL AND WAS IGNORED MY ESCALATING FRUSTRATION, I WOULDN'T DO BUSINESS WITH THEM IF THEY GAVE ME EVERYTHING FOR FREE. SO INSTEAD OF KEEPING ME AS AN ADVOCATE FOR THEM, THEY HAVE TURNED ME AGAINST THEM. I WILL TELL EVERY PERSON I CAN TO STAY AWAY! It didn't have to be this way but I was pushed and pushed. Absolutely ridiculous.

Customer service is in another country…

Customer service is in another country with people you can barely understand, cameras do not provide good pictures or have lapses and when you call them they want to upgrade your system, that means more $$$$'s, that has happened twice with the control panel and the cameras, as soon as our contract is over we're done.

My system is not working the alarm on…

My system is not working the alarm on the door keeps popping off the lady told me to put two sided tape on it I am paying a month for the security system and just to put some two-sided tape on it does not cut it also the camera keeps going in and out it's not my Wi-Fi the door camera had to be reprogrammed through technical support and the camera would start working

Well the gentleman who installed the…

Well the gentleman who installed the equipment, was supposed to comeback to put door sensors on. And has yet to return to do that, he continues to reschedule and just flat out hasn’t responded to any messages about when he return to finish the job.

I am very unhappy how my doorbell was…

I am very unhappy how my doorbell was installed. I had told the representative I was concerned as to how the doorbell would look because of the material on the front of my house. He assured me it would all be good. The wires for the doorbell are exposed which is concerning. I did let him know and sent him a video and have not heard back from him. Have considered canceling and going back to my Ring.

Not Pleased

The person who installed the doorbell put it in crooked…not pleased at all,& if we leave our home there’s no way we can activate the alarm

Technician and Cost subpar

The technician was rushing and rude. He wasn't thorough enough. He didn't bring the chime like I requested and just told me to buy it myself online. The front yard camera keeps lowering and I have to fix it every 2 days so that it actually shows the driveway. It's as if it's loose or isn't tightened enough. Additionally, I was told that I would be paying a monthly charge for the equipment and my bill would only go up $10/month more than it was, but I had $1700 charge taken out of my bank account. I was called about adding this service. I didn't call in to add the service so to have this experience after all of that definitely makes me not want to do business with you again. I think I deserve to be called to resolve both of these issues, the front yard camera and the cost.

Initial Install Tech Needs Additional Training

Initially speaking with the salesman everything was good. The first night of installation went ok… but he didn’t give me the key to the door lock. The next day, the same technician came back and didn’t install the back camera in the correct place, stating he ran out of cord. He told me I would have to contact Vivint to get another Tech to come out… which I did. He was rushing so much he left his drill battery charger, battery, and drill bit. When I realized he didn’t give me the keys I contacted the salesman Keeho who stated he would contact the tech, and I never heard anything else from him and I even messaged him again to see what the tech said. Since Keeho didn’t respond I contacted the tech Adrian(spelled differently though), and he stated he either put them in the box or in my hand, I told him he didn’t put anything in my hand, and I’d checked all of the boxes. He stopped responding… So I’ve had to contact Vivint again to get a replacement bc I don’t have keys!

POOR CUSTOMER SERVICE

POOR CUSTOMER SERVICE, THE WAY VIVINT DOES CUSTOMER SERVICE IS A JOKE, WHY CANT YOU SEND TECHS OUT TO FIX THE PROBLEMS? IF THEN WHY SHOULD WE PAY TO FIX A SERVICE PROVIDED? STUPID WAYS VIVINT RUNS THIS IS POOR. TOOK VIVINT 2 MONTHS TO GET ME BACK INTO THE SYSTEM, WHAT A JOKE. ESPECIALLY WHEN WE RUN A BUISNESS AND CANT AFFORD THE SYSTEM TO GO DOWN. YOU GUYS ARE LUCKY NOTHING HAPPENED WHILE THIS WAS GOING ON

Misrepresentation

Misrepresentation

My service experience with Vivint…

My service experience with Vivint almost from the moment of installation has been disappointing. At the initial installation the technician arrived with less equipment than we requested and despite saying he would return the following to install the remainder, it took multiple customer service chats and an hour and a half on the phone before I could finally set up an appointment to get the remaining equipment installed three weeks later. The technician also left behind a ton of dust at multiple spots where equipment installation required drilling and all of the empty equipment boxes were just left laying on the floor. A day after installation one of the smoke/CO detectors started chirping and after chatting with customer service that device was found to be faulty and initially they wanted to charge me for sending a replacement, despite it having just been installed. When the replacement did arrive it came without the return shipping label, which I still have not received despite multiple requests. We also activated the new decide through chat as instructed but that was not updated correctly so the system continued to alert us of an issue with the device for another day until I reached out to customer service again. If I could make my decision again and go with another security company based on how these first few weeks have gone, I absolutely would.

I was told that vivint was going to buy…

I was told that vivint was going to buy out my old contract and I told that I had a 3,000 buy out on my old service and all I got was 1,000. I have been a customer for over 10 years at my old home that I still have the house and the service at the old house and the service at my new home so I'm paying for two services I was thinking by being a long term customer I was going to get a break. I was looking for more help on buying out my old service.

We’ve been quite disappointed with the…

We’ve been quite disappointed with the installation and customer service so far. While we appreciate the technology, enjoy the ease of use of the website, and find the product quality to be good, our installation experience has been very frustrating. The two technicians were unable to complete the installation on their first visit, so they told me that someone from Vivant would be reaching out to me the following morning to set up another visit. No one ever called, so I ended up calling them myself and was told the appointment would be on the following Tuesday, and I waited at home the entire day — but no one showed up. When I checked my email, I discovered the appointment had actually been scheduled for Thursday, even though my husband and I were clearly told "TUESDAY the 16th" over the phone. I then waited another 6 hours on Thursday, but again, no one came... or called, texted, or emailed to let us know the status of the technicians. When I called customer service, I was told the next available appointment wouldn’t be until the following month — after we return from a long trip — even though we needed the system set up before then. All I was offered was a simple apology, and I had to insist on receiving some form of compensation for our wasted time and inconvenience, as well as for the fact that our cameras remain only partially installed and yet had been paid for in full up front.

Installer was to come out and connect…

Installer was to come out and connect cameras and never showed up. They did call, received no email, or text message.

Horrible instal experience

The installation guy drilled holes in almost every wall although he patched the holes it was a horrible job. He also left Sheetrock mess all over my floors. He also broke my Dyson vacuum. Then proceeded to leave without informing me of the mishap. I’m extremely upset.

Our date month an time of day are all…

Our date month an time of day are all wrong.

AUTOMATIC PAYMENT STOPPED

I had the automatic payment stopped and it was still taken out of my checking account. I can not seem to get anyone to transfer to a supervisor without the customer representative telling me that they are busy. If the supervisors are always busy that should tell someone that the people handling your customers are not properly trained or do not speak or understand English. I wish Vivint would move their customer service back to the USA. When a customer literally has to get upset to get to a supervisor "who barely speaks English" it is ridiculous. I should not have to go through the same questions with the representative and the supervisor every time I get transferred.

I no longer want to service cannot find…

I no longer want to service cannot find out how to cancel. Cannot afford it.

The panel install was horrible

The panel install was horrible. It looks horrific.

It doesn’t pick up every time

It doesn’t pick up every time

It’s not working

It’s not working

Sales didn't inform me the the actual…

Sales didn't inform me the the actual cost of equipment. I'm still being billed for previous home service. Install was extremely late.

Team support after installation is low

Team support after installation is low. We have reached out multiple times about reducing the security cameras as well as our free trial period and your team is slow to respond. The slow response is making me want to cancel the service all together.

Dishonest sales

The product sold is pretty decent but the sales person who came to our house was very blatantly dishonest about the terms of the contract. I had wanted to get a security system for a while but never felt comfortable signing up for 3+ year contracts as required by most major brands. Sales rep assured me of some very promising terms and went so far as to verbally contradict things in the contract as I was going through it. Thankfully I was able to cancel this contract within 30 days of signing. Read your contract thoroughly and make sure you are okay with being on the hook for 5 years at the tune of several thousand dollars. Customer service was nice in helping me cancel but no comment was made about my complaint of dishonest sales tactics which makes me wonder how often they get that complaint. One of the door sensors has gone bad a week after installation and now the system won’t arm. I am ready for them to come get their equipment and would not recommend them to anyone. At least their competitors are honest.

Technical support experience

The customer service in the technical support team needs to improve. When I call for help with an issue on the equipment, I cannot understand what they are saying. Their English is very hard to understand. I don’t think they are from the United States