Vivint

To Whom It May Concern,

Two weeks ago, I get a knock on my door, it was " Jaycen Shaw" from Vivint. They were going door to door in a new construction build neighborhood. It seemed almost fortuitous, as my wife and I were speaking of wanting to get some additional security, due to our toddler learning to open windows.
Jaycen Shaw was very knowledgeable and a good salesman's. He sold us on a package that with tax came out to be around $3,000.00 (Equiptment package), with monthly monitoring to be $19.99 once the equipment was paid off. The installers came that night, and took far longer than we were told, and broke a brilliant home switch ($400.00), and made a mess of my home. It is worth noting, they did replace the property they broke 2 weeks later.

The next day or 2, I see my bill and see a balance of $4,000.00. I contact Jaycen Shaw, and he assures me it is an error and that he will fix it. I wait a few days, and nothing, I call vivint and they tell me I am suppose to be charged $ 4,000.00. I again contact Jason this past Friday 8/5/2022, and he tells me he almost had it sorted, and to give him till Monday 8/9/2022. I text him Monday, Tuesday, Wednesday and call him Wednesday. He has yet to respond to a single message on 8/12/2022. I also find out, that Jaycen Shaw has attempted to cancel my service with Vivint (They left a voice mail on my iphone stating he did).

I contact Vivint and speak to a supervisor in their loyalty department. I send them documentation showing the original document that showed the price of equipment, the monthly monitoring charge, the transcribed voice mail showing that Jaycen Shaw attempted to cancel the service I was paying for, from under me ( which is my families security while I am at work), and the string of texts that Jaycen Shaw ignored.

The supervisor informed me he would call me back, it has been several days and nothing. I have wasted 10+ hours on the phone on hold, trying to get someone in vivint who has integrity and is honest. I highly doubt there is anyone there that posses either quality.

I am warning my neighbors, friends, family, coworkers, and know strangers online. Security is no joke, and sadly the world grows darker. Do not trust Vivint with your families security, or with your money. You will regret it, as I do.

Sincerely, Nicolas

I don't know anything about their Home Security Service, BUT their Customer Service SUCKS! Trying to get ahold of a live person is nearly Impossible. When you finally do, they are not very helpful. You have to go through leaps and bounds to get anything done. It is REALLY HARD to Cancel Service. Partly because you can hardly get ahold of a live person. I would NEVER Use this company!

Had them for several years, but finally decided to go with a different company. Called them to cancel and after they said they canceled, they kept taking the monthly fee out of my checking account. After additional efforts to cancel, I wound up closing that account add going to a new bank. Several months later, they called and said they could not access my account for payment and I owed them. Just to get rid of them, I offered to pay by credit card, but they said the only acceptable payment would be a bank withdrawal and wanted my new routing and account number. No way I was falling for that again. Now they are trying to go through collections. Getting a lawyer.

I needed the system for 3 or 4 months on an inherited home. Sales person lied over the phone about equipment cost and service. Tech who installed lied to my face when equipment installed. Call center lied when I called about my bill. Equipment didn't work right for 2 of the 5 months. Paid over $2300 up front for equipment and then when I wanted to cancel the $56 per month service after the 5 months I needed it, they tried to tell me I owed for 55 more months of a 5 year contract. I had repeatedly made clear upon purchase the amount of time I would need it and was assured there was no cancelation fee. Eventually it was canceled but with lots of problems and arguments. BEWARE of Vivint. A complete and total sales scam. Worse than any time share scheme... and those are bad. I wouldn't ever again give this company a dime or even a warm cup of pi** if their building was on fire. Total overpriced rip off!

I have been with this company for years and over the last two they have been charging me for someone else account then when they finally see that expect me to pay a past due balance even though they have been over charging me the last two years. Not to mention that when I canceled service in 2015 they continued to charge me for two extra years and never even refunded me and then states since they been over charging me again they will credit 247.06 but still haven't. The last straw is now my door lock is broke and they expect me to wait after troubleshooting for over an hour to send a new lock and then install myself. This is ridiculous and why I use COVE at my other addresses and soon will use for this one as well if they don't get their crap together. Not to mention they took the equipment I paid for out of my rental property and then want me to sign a contract for monitoring in order to replace what they stole. I'm truly over it T

Vivint was quick to come out and setup services. During the process they upsold us on replacing the fire alarms and installing several sensors which at the time I thought was a good idea. I was also told that there would be no contract required and if we wanted to cancel at any time, we would have to pay off the balance of the equipment.

The home we had the system is being used as an AirBnB and I can say that 99% of our issues since renting began have been related to the horrible service Vivint provides. Since starting we've had 3 false entry alarms, 4 fire alarms, and 1 carbon monoxide alarm go off. Police or Fire were dispatched each time (depending on the alarm type) and each time they found nothing. Each of these alarms occurred while guests were in the house and scared the heck out of them.

Any time I called to clear the alarms I was transferred several times or put on hold because they either couldn't clear it or needed me to talk to another department. I've spent an extended amount of time with their support to troubleshoot only to hit a wall every time. They even decided to disable one of the fire alarms to stop it from going off… in essence placing anyone staying there in danger.

I contacted support to cancel service because I am now being fined by the community $200 per false alarm in which Vivint showed no concern about. Upon trying to cancel my account I was told that no refund would be made on the faulty fire alarms and that the balance would need to be paid off. In addition to not reimbursing for faulty equipment I was told that I was locked in to a 5-year contract that would need to be paid off before cancelling. I fully understand that I am responsible for what I sign… but be aware what you are verbally told and what they are asking you to sign when choosing this company. Overall, 3 months of horrible service and faulty equipment cost us $4,000 to get out of.

Alec S, the rep in the north Texas area, slammed us with a contract when we upgraded our equipment. He didn't tell us this and clicked through all the screens without us reading them. Complete fraud. He only told us the equipment cost and didn't tell us it was a 5 year renewal. Now we are moving and found this out that you cannot cancel that contract.

Paid for their equipment and had given our "yes" on their prompts while tech was standing next to me, I advised I wanted them to know I was paying in full for equipment and therefore wanted them to be aware. He said just continue talking when the prompts are complete. I did, don't think it recorded anything, in fact, it didn't so it was his word over mine.
However I did have the payment on my CC card, they said that was for the monthly monitoring fee and not for equipment!

Trust me DONOT purchase from this company. If I had at least two days to write a review about my nightmare experience I would most definitely. They have horrible customer service. There equipment is a joke and when removed they leave damage to your home. Please don't be a fool. Go somewhere else

All Vivint cares about it the sale of the equipment, a salesman was walking my neighborhood and came to my home asked me how I liked there service I told him about the problems I was having he told me that he would get it repaired the next week(big surprise nothing happened) another salesman came by 3 weeks later and he just wanted to sell me new equipment I told him no and they should fix what I have he called and made me an apt for 10:00 the next day, and when I called to confirm it they said it was for 10pm and put me on hold for over an hour and gave me an apt time of 8am till noon the following day and never showed up or called me. It has been like this with customer service this whole time my contract is over soon (5 year contract) and I will definitely go with a different company Vivint is a huge mistake DON'T do it. All of my neighbors and family that have Vivint are also not happy, worst company ever BEWARE!

My thermostat from Vivint went out on Wednesday 8/3 and I was told that it would be overnighted the temperature is 90 degrees so it's hot and I received a tracking number indicating my thermostat would not be here until Monday night, somebody tell me how is that 5 days overnight and we have to go without air that long. No one to replace it, if you were purchasing one for the first time the guy would be at your house the next day so this is straight bill $#*! I want to let everyone know please don't purchase anything from them as you will never be able to get things done in a timely manner they lock you in a contract and they don't ever respond after that

Equipment is pricey. Customer service is terrible. They must use foreign call centers. They need to find some people that can speak and understand the English language. One rep told me my replacement door sensor was shipped a month ago, never got it. Cherri (CSR) says go check your post office. I called back and spoke to another person she says the sensor wasn't shipped then she says oh it was delivered a month ago. No it wasn't. I guess no notes are captured and recorded, nobody has a clue what's going on. I don't recommend Vivint.

When you get a quote, they say you will get all the items you want. When they come to install they said they do not have 2 door bell cameras in right now and will have to come back. You sign a contract that only states bundle price and not a breakdown of what exactly you are paying for. The price was the same as my quote. They call to schedule my door bell cameras and 1st time didn't show, 2nd time they canceled day of. 3rd time came and installed a requested 3 camera but no door bells. 3rd time didn't show and 4th time came and said I haven't paid for the door bells and would have to pay an extra 500 for them. At time of original installation was told that you didn't have to have wifi to watch the cameras because my internet is in and out. You can never watch it live or replay videos. Lies. Now I wanted to cancel my contract and have them come get their stuff but of course they won't allow you to do that and says you are stuck, oh well. Do not use them you will be out 4000 for equipment that doesn't always work, goes offline all the time. The price was to include everything... they don't show up for appointments. I missed work 4 times for nothing.

My husband and I moved into a home that had a vivnt smart home system. The account was under the name of the previous owners and they had not told us the passcode for the system. The alarm was triggered and I couldn't get it to stop so I called the Vivnt customer phone number. I was told that to stop the alarm I would need to start up a service and get the account under my name. I was told that I would receive a full refund if I called within 2 weeks to cancel the service. They signed me up and we got everything under my name. I called within 2 weeks to cancel my account. They said that they needed to verify that I was extended the offer for a full refund with the person who gave me the offer. The person who I was on the phone with said that they would call me back after they verified with this person. They never called me back. I called again after a few day to see if they were able to verify. I was told again that they would call me back when they verified. They didn't call me back again. So I called a third time to try to cancel and I couldn't get in touch with someone who could help so they told me to call again later. I called again and was on the phone for over an hour trying to cancel. They kept trying to convince me not to cancel and they transferred me to a department called "customer retention" when I had said so many times that I don't want to continue with this service. I had already told them countless times that I can't afford the service. I asked the person who I was on the phone with why nobody was calling me back when they said that they would and he said that they have a policy not to call back people who are trying to cancel. I hadn't asked them to give me a call back, they offered it to me and I think it's because they were hoping I would forget about it and they would be able to continue charging me. I finally got transferred to someone who I was told would help me. They asked me to send a notice of cancellation through my email and they reassured me that I would receive a full refund. They verified that they received my notice of cancellation and they told me that I should receive my refund within 2 weeks. After about 3 weeks or so they still hadn't refunded me or canceled my account and I was charged again for another month of service. I called again to cancel and they told me that my cancellation request was never processed and they said that they would said it again. I just received an email notifying me that my request was denied. They are going to keep charging me for a service that I've tried many times to cancel and they won't give me a refund that I was promised. I don't know what yo do. I'm going to call again to try to cancel and I've reported them to the Better Business Bureau. But it they fail to cancel my account again and fail to refund me I'm going to get in touch with an attorney that can help. I wonder if there is a class action lawsuit that we can join because it seems like lots of other people have had similar experiences with Vivint.

I dont know where to start. I read all these others like mine. They lied about buyout money to other company. So now paying 2 alarm system companies. They tricked me into a 5 yr contract. I NEVER agreed to that and a 199.99 installation fee, total price is 800.00 higher when I got my bill, my cameras pick up only half the time. My doorbell has not rung since day 1 they hooked it up and they have scheduled service techs twice 4 hr window we had waited for a no show both times. One lie after another. I never had any issues with my other company. I feel like an idiot. How can this company continue to scam everyone like this. My equipment cost me 4000. 00 alone they sent a bill for

Then a monthly charge for service on top of that is separate. So you get 2 bills. Unless you pay cash for equipment

I was working in my garage when the VIVINT door to door salesman approached me.
He was not one of my neighbors so I asked him what he was selling his response was "Do you own this house I need to talk to the owner."
Again I asked him what he was selling. He then said "That was not any of my business."
After asking him the second time what he was selling and getting the same answer I requested he leave the property and he kept running his mouth while walking down the driveway.
He never did say who he was or who he was with but I did see VIVINT on his black shirt.
When I called VIVINT they told me he was suppose to identity himself at first contact which he never did.
In my opinion if you are approached by a VIVINT salesperson tell them you are not interested.
LOOK at the company review rating on this and other sites.
This site makes you give a 1 TO 5 star rating should be a -5 TO 0 for this company.

Would give 0 stars if I could. They pressure to sign (contract on the phone which isn't even legible) and get equipment installed right away. But when you try to cancel it's a NIGHTMARE!
I cancelled my contract within the 3 recension days - sent it certified mail. I received confirmation from Vivint that the cancellation was received and was being processed, but that refunding can take a few weeks. Tried to tell me I had to keep the equipment, to which I informed them that I was cancelling EVERYTHING. Vivint called me to pick up the equipment about 2 weeks later. Then, last night at 10:30 I get a police officer at my door stating that an alarm had been reported from my house. How can an alarm be triggered when the equipment isn't even there!
Have been trying to get an answer from Vivint since last night, and no one there knows anything. I am BEYOND annoyed.

Vivint seems reluctant to provide any in person tech support. I am concerned that they are locking in customers who will be stuck with systems that are unsupported, yet who are unable to switch to other services without a massive contract exit fee. It was pricey to leave, but I'm so happy I did. I've never been so mistreated by a company.

I am particularly concerned about the impact this will have on other elderly citizens.

The denial of a service call was continual. They claimed that I could fix the problem "easily." (The problem, however, continued to change, but was always considered "easy" to fix without in-home tech service).
The business' response was casual indifference, misleading claims of available service dates, misleading statements about the nature of the problem, and eventually, an extremely punitive cancellation process both in terms of length of time to cancel, number of stages to cancel, required methods of cancellation (both computer and phone), and the exit fee. I have spent over 5 hours on the phone with Vivint.

I have had vivint at 2 of my homes, yes I got pulled into it based on smart home features that I love a lot and it has been a nightmare getting out of it without losing all the gadgets. Also, once the system starts working it works fairly well, other than when it stops working. Most times you won't even know that it doesn't work. When you try to call customer service that is when you will notice that NOBODY AT VIVINT CARES especially if you are on their VERY LONG CONTRACT. It is like going with a big party to a restaurant and the restaurant adding 18-20% tip to the bill and you realizing that you didn't get the service you deserved.
Please take it from somebody with multiple experiences with Vivint, don't sign up with them. They don't deserve your money and you don't deserve the headache that I have been dealing with for some time now.