Had the service for 6 years

Had the service for 6 years. Outdoor camera quit working. Was told is was $1100 to upgrade my system because what I’m using is disconnected even after I paid all of it off. Terrible customer service also. Stay away

We are a new customer

We are a new customer - June 2025 and have been basically working full time to contact/get the billing straight and the over charges and mischarges removed from the account. We sent another email yesterday to Charles in Loyalty to resolve the matter. We were charged for a DVR which we did not order. The sales team has confirmed no DVR but we continue to be overcharged

More service techs

More service techs

I don't like to give bad reviews

I don't like to give bad reviews, but after it was all said and done. I don't have a warm and fuzzy about the deal I got. Starting from the technician I got and realizing after he left the system wasn't fully operational. He got my wife to sign off on the paperwork, because I had to purchase food for my 2y/o daughter. When I returned, some of the cameras weren't available and my pool sliding backdoors' sensor wasn't working properly. Also, I was told one thing one day and the very next day I was told something else which made the technician having to call customer service so I didn't have to commit to a 2-year contract. Now if I call them again to fix the issue, I have to pay a $99.00 fee. I honestly wouldn't recommend them based on my experience. Frankly, I feel dirty after dealing with them. I stay with them, because I wown my equipment. Otherwise, I wouldn't.

Swap to Vivint

When the service technician arrived to install he performed a survey around the house and came up to me and said I’ve added a bunch of sensors so your bill will be higher. I told him I didn’t want the additional sensors. He should tell people what they are getting. He should suggest. I might would have added the other sensors but his approach telling me that HE was adding them deterred me. After about 10 days of service, one of the door sensors popped out and broke had to get replaced. Also I got an email that my account was past due and that I owed $595. After calling and speaking with representative apparently the equipment didn’t all get financed through Fortiva for some reason. She said this was an internal mistake because my credit line showed that I still had $3600 line of credit through Fortiva. I swapped to Vivint after grind with ADT for 15 years. I havnt had Vivint for a full month and I am not impressed at all.

Improve Customer Service!!!!

First of all, your equipment installers do Not listen to directions! When he came out to install my camera for the back yard, I specifically showed him where he needed to install my backyard camera on my house. I left him to his work and went in the house, when I returned to see my camera once he finished, it was not placed where I wanted it and I showed this man twice where to place it. He actually placed it near the gutter downpour so that the gutter blocks part of my view to my back yard. Secondly the installer left no manuals with instructions for the new panel fhat was placed in my home. Seems the only real installation he did right was the replacement of my front doorbell camera! Thirdly you need to get customer service reps on the phone that can speak English fluently so that customers can understand them!! As much money as we are having to she'll out for these services, your company should be doing better at all of these. I am very Disappointed in the service that I received!!!

Hire more honest sales people to work

Hire more honest sales people to work , train them better , transparency is the key.

I cannot set up my app to be able to…

I cannot set up my app to be able to use Vivint

The technician could not install the…

The technician could not install the thermostat.

It's a ripoff

No one told I would another bill from another 3rd party for $3400. I would like to terminate this service

Vivint is a company that sells safety…

Vivint is a company that sells safety features, but I have not felt safe after interacting with this company. I felt cornered to say “yes” to have the equipment installed. It is feeling like an uphill battle to get my account closed. I feel like no one is listening to me.

Vivint is a company that sells safety…

Vivint is a company that sells safety features, but I have not felt safe after interacting with this company. I felt cornered to say “yes” to have the equipment installed. It is feeling like an uphill battle to get my account closed. I feel like no one is listening to me.

Customer service is horrible

Customer service is horrible

Getting copies of signed paperwork and…

Getting copies of signed paperwork and payment receipts is the worst I've ever experience with any other company of any industry. We still have not received copies of our signed documents. The excuses for not receiving them seem to be contrived since everything Vivint does except the installations is all on line.

System works very poorly

System works very poorly. Front door bell has not worked since installation. Outside cameras work intermittently. Will not trigger unless you stand very close to them. Requested for service over a week ago nobody has yet to show up. Will return if issues are not remedied

Misleading as far as the buyout

Misleading as far as the buyout, I was convinced to switch my brand new home over to Vivint from ADT. I was told the buyout would cover any contract with them to get out of it. I’m still gonna end up having to owe almost $600 additionally to ADT to switch to Vivint which my sales person did not really go over well just that they have a program that buys us out of our old contract. Now I have no choice because I already switched to them and I submitted my buyout stuff online over a week ago and still have not heard back it just keeps saying pending. The experience has been frustrating. I also noticed the cameras will freeze a lot. I should’ve just stuck it out with ADT. because now I owe more money.They also make you finance your equipment, which ends up bringing costs pretty much to the same thing I was paying for ADT. It seems like a much better deal and my sales rep was really nice and friendly, but there was a lot of things that were definitely misleading that I shouldn’t have just took his word for.

The sales tech Eli did not come back…

The sales tech Eli did not come back like he promised. We are both elderly and we’re not completely up on these new products. All we needed was for our phones to be set up so that when someone came on our porch that we would be notified. We only know that someone has been on our porch is when we look at the camera, long after they have gone

Not great customer service

They are too fast to just sell you a new product and there products don't last, I bought a new motion detector 4 years ago and it was causing issues and their response was just buy a new one.

We were told that they couldn't install…

We were told that they couldn't install the smart thermostat because the wiring was different than they expected. No alternative was given so we still don't have the free thermostat, only the doorbell camera.

The app is super delayed and I do not…

The app is super delayed and I do not receive notifications until I open the app.

Product received

I didn't receive what I needed. When I chatted in with tech support I requested a replacement cord for my panel. And they only sent me a block. The block i had wasn't the issue my cord needed to be replaced. So I requested to have a whole new cord be sent. I've only been able to use my unit a week and I will say in not very happy with the customer service I've received.

Beware

The thermostats installed are of poor quality . Not giving desired performance . My electricity bill shoot up. Don’t know what to do

I have had Vivint since 2021.

I have had Vivint since 2021.. when in NC, I didn't really have any problems. Since moving to MI, I have struggled to get a technician out in a timely manner... apparently not many techs live near Grand Rapids. My cameras have not been working for months and I thought I had 24/7 monitoring, but no one reached out to check in. I still can not seem to get someone out here.

I was originally told that Vivint would…

I was originally told that Vivint would be less expensive than ADT. After everything was done, it was actually more expensive. On the original order, we included two sensors for the garage doors but on installation day, they were out of stock. When I called to order them, they cost us $50 apiece. Our installer said he would put them in for us, but he won’t return my call. We found out after installation that if we call for a technician to come to our home, it will cost us $99. We had to purchase a contract for $9.99 a month so we could have technicians come to our home. Obviously, there were a few things left out of our original agreement. We’re not sure if we got a great deal or not.

Constantly not working unable to view…

Constantly not working unable to view cameras, getting very frustrated with this brand new system