The salesman was outstanding… BUT

The salesman was outstanding. The installation, not so much. It’s been two weeks and I still waiting on someone to come fix my lock.

Several things

Several things: was told $500 would be placed in my savings account I feel over paid, told would reduce my bill $1,200 no paper work, motion detector came off wall in two days we have to get ladder and put screw to Keith up (seniors should not be on a ladder)

Not happy

For a system that is supposed to be monitored you think SOMEONE WOULD HAVE NOTICED THAT MY DOOR BELL CAMERA ISN'T WORKING. .. the only thing I've been happy with so far is that the camera picture is outstanding for clarity and distance. I regret not calling the BBB. Before agreeing to start service, they currently have a B+ raiting due to the 2000 to 3000 customer complaints. My installation didn't start until after 8pm AZ time and was told it had to be done in the same day as signing up for service. By 11pm it still wasn't finished, with the front and back door sensors, I asked him to finish on the next day but was told NO DUE TO OTHER SCHEDULES. I said nevermind it was well after our bedtime.. Also I was supposed to get a FREE GARAGE DOOR SENSOR but was told that my system was to old and it wouldn't work. Between the 2 outside cameras one of them failed brand new out of the box and the tech has to take it down and get a different one. You need to be aware that they ONLY Guarantee THEIR EQUIPMENT FOR 120 DAYS. UNLESS YOU PURCHASE THE EXTENDED WARRANTY AND AN EXTRA MONTHLY FEE.

I was promised first two months free by…

I was promised first two months free by the sales person, then within two days of installation, $72.25 was withdrawn from my checking account. When I reached out to the sales person he said he was going to take care of it. Nothing is happened yet. This is my experience!!!

My app doesn’t work so I can’t watch or…

My app doesn’t work so I can’t watch or view any cameras.. been that way for 2 weeks

My lights that the Technician…

My lights that the Technician configured failed within 4 hours of installation. I contacted customer service and they walked me thorugh bringing the lights back to "factory settings" and could not reconfigure. I have not had lights since the day they were installed.

I wasn’t told that I wouldn’t have to…

I wasn’t told that I wouldn’t have to be under contract for monitoring if I paid the cost of the equipment upfront and the “interest free” financing they offered was not actually interest free. I first made a payment of $2,000 to get the usage rate under 30%. This should have left my balance at $875 and some change. Once that payment posted to the account, there was an additional amount which brought the balance due to $877 and some change. I went to pay the balance when I saw they were charging interest and the earliest I could schedule that payment was August 11. The service is fine so far and I would have likely set it up anyway, but I would have preferred to pay the equipment fee upfront and have a month to month contract. That option should have been clearly conveyed.

Never received my refund

Never received my refund

My experience was not a good one

My experience was not a good one; the installations were installed without my input. I didn't know where the installed items were located in my home. When I finally located them, they were not installed in the location that I wanted them. There was debris left in my home that I had to clean up. I was told that the system would match the one that I currently have, and it doesn't. So it was an expensive downgrade for me. I wasn't familiar with what I was signing up for until I got a chance to sit down with someone to help me maneuver and review the bottom line. The contract is on a small phone that i couldn't see very well. my experience was not a good one

Bad customer service

Bad customer service

I needed a service appointment

I needed a service appointment, I had to wait 2 1/2 weeks and then the appointment was canceled during the time when the service person was supposed to be here and rescheduled in another 9 days. Meanwhile, my monitoring service isn't working because it isn't and won't connect to the network. An attempt to fix this over the phone was unsuccessful.

The sales person and technician never…

The sales person and technician never responded. Basically ghosted me after they sold me the products. Had to spend over 3hrs with them trying get my buyout situated and it’s still not situated.

Unhappy

I was misled and was not told I would have to pay 1800.91 for the equipment. This came after l was tricked to give credit card info to pay a $1.57 fee that I had to pay in order to get my credit card info. Would not accept cash. I am very disappointed.

Reps were nice, service isn’t great

Sales reps and tech at install were polite and kind. Since then though there are numerous errors on the system. Tech coming out to fix is repeatedly delayed. While we did have issues with ADT equipment, it seems it’s gotten worse with Vivint upon the change. System says it’s offline or unlinked

The doorbell was never installed…

The doorbell was never installed because the tech couldn't get the help needed by phone to stay connect to my home wifi; and that means service incomplete..

Can't cancel easy, very irritating.

After being seated by the salesman, I was not happy with the service. It wasn't for me after I saw how it worked. I cancelled the service but it appears that Vivint is like a disease. Once it touches you, you can't get rid of it. I am protected by Oklahoma law on door-to-door sales. I warn everyone I know that may be interested. It's very intrusive and very irritating!

2 weeks in - so far disappointed.

Preface... Inherited a system and I am new to Vivint... the onboarding has been challenging and confusing. Continuation of services remain to be determined and depend on how Vivint handles my case. Every time I am in contact, I am learning something new, talking to a different department who can't help me and can only sell, folks don't understand my case, they don't know what I have, I get a contradictory piece of information every time I try to work with them. So far billing hasn't been able to answer my calls after holding / waiting / transferring. So far spend more than 2 hours on the phone with various folks trying to get setup and correct issues with an inherited system. This makes me think the sales/setup transparency is/was not good. I am so far disappointed in what seems to be great equipment with a all bark and no bite service group. It is too bad servicing it doesn't seem to be something that can done appropriately for people who have spent thousands.

Don’t receive alerts on mobile devices

Don’t receive alerts on mobile devices

transparency

I fond that I was enlisted in a loan for 60 months and nobody tell me about this

Customer Service Entirely Unresponsive

The sales representative and install team were quick and professional. Hind sight the entire interaction has felt extremely pushy and I feel I was provided false information. I was told by the sales representative (and then confirmed by one of the installation technicians who was going over paperwork) that there was a 30 day grace period. With two weeks I was having issues with equipment, enough to make me not want the equipment. So I reach out to customer service to no avail.

The Vivnt system and equipment is…

The Vivnt system and equipment is great- HOWEVER, the sales person I spoke who got me set up started off full of promises, gave me her number and told me to call her anytime. When things started falling apart then she was no where to be found. My install was scheduled, started then rescheduled again. I was told my old system could be cancelled by my tech which it could not, I cancelled it and the my install was moved. So I spent a month without any security system because Vivnt only has ONE installer in my area. Not his fault but certainly a failure on the part of the company. I tried to call customer service to address my issues and the rep on the phone was so lost they pulled up 2 old service addresses that I have not lived at nor have the accounts been active on for years. I also had an issues with the financing portion. I had an existing Fortiva account from being a past customer- then when it was time for this new service address to be set up my Fortiva account was charged multiple times. I could not have been more dissatisfied with the process of getting this system, the product itself is great, my installer did the best he could with the very little resources he was given by Vivnt but this process was NOT easy, streamlined or helpful in any way to me. If the system wasn't so good I would have definitely gone with a differnt company without hesitation.

System it still not completed

System it still not completed, not sure why you are asking for a survey? Local Manager George and Installer Donne have been awesome so far. Need a request for survey when installation is complete. FYI.... Sales and Scheduling department SUCKS

Canceling Vivint is difficult and purposely drawn out on their end

The actual service of the Vivint security system and the interface, was easy to use, setup quickly and supported fairly steadily. The two star review is regarding cancellation of the services. I was repeatedly met with pushback from the “customer service” reps when attempting to close out the account. The reps tried to continuously sell me on keeping the product, even after I thoroughly expressed how I no longer needed it. I was on the phone for over 40min, where I was put on hold multiple times and transferred from one rep to another, each doing their best to pressure me into keeping the service. One going as far as to ask, “Why don’t you feel the need to protect your home anymore? Can anyone else you know use this subscription?”, just inappropriate dialogue. I am not a fan of judging a product/service for something outside of what its meant to be but the cancellation process of this was so poor it actually makes me never want to use Vivint again.

The system is not easy to manage

The system is not easy to manage. I have cameras that frequently go offline. I had to buy a door chime because the door camera didn't connect to my existing doorbell chime. It's hard to navigate the active zones. No matter how many times I adjust them, I still get unwanted alerts. I feel like I need a degree to setup deter modes. :(

Terrible customer service

Terrible customer service. Beware— If something goes wrong you’re on your own and you’re locked in to a five year contract with a pathetic team that could care less once they have your money. If I could go back in time I would have done more research and would have RUN away from any contract with this company. Live and learn. For the record —it’s been over four months since my initial installation and we still don’t have a functioning front door camera.Every time I try to call and get help I get the run around. I’m not sure what comes next—small claims court? NOT worth the high tech equipment because the company is too big to care about customer service anymore.