Vivint

I would not recommend Vivint as a security company to my family and friends. My alarm keeps going off and they can't figure out why. It went off last week while I was not home. Then when I was home, it went off twice within in two
Seconds of disarming it the first time. I'm constantly asking if they could send out a technician to test the sensors but they keep saying it's going to be $99, in which I refuse to pay. I shouldn't have to pay for a technician to come out when they can't seem to figure out why the sensors keep going off every other month throughout the day and not. I have been having the same issue off and on for 7 years since becoming a customer of theirs. All they keep doing is rebooting the system, sending out sensors, and having you to take the panel off the wall to push some buttons and wires in the panel box. And the half functioning door bell camera that barely works and not record when you need it to. I'm sick of them and ready to go to another company. Save your time and money and go somewhere else.

Thanks,

Barbara
The unhappy customer

Every time I try to get a hold of someone to help me it takes forever. There's too many prompts on the phone. Just now it took me 2 hours to handle a situation and I called them 26 times to get through. 26! Either they said they couldn't hear me or they hung up on me or couldn't speak English or understand English. A few months back I called and I was so frustrated I asked how can I not have to go through all these hoops on troubleshooting to get somebody to come out to fix it when it's not my fault. They told me to pay $10 a month for priority service. So I've been doing that for months now and I still had to call 26 times and I was going to have to pay $99 for them to come out unless I went through all the hoops! So what good is it to have the priority service... They said after I went through the hoops they wouldn't charge me the $99 to come out if I have the service. They have changed it now that if I don't have the priority service you will have to pay the $99 even if you go through the hoops. It's absolutely ridiculous how BAD the customer service is. A few of the phone calls I made of those 26... They were trying to sell me insurance and two other services while waiting on hold. You can't get through on the prompts. If you don't push the right button they just hang up on you. You can't speak to a supervisor. There is no customer service number to call to complain. The technical service number doesn't work. They SUCK SUCK SUCK. And if I didn't have the equipment in here already halfway paid off I'd rip it out myself! MY BLOOD PRESSURE IS NOW 160/100!

I bought a home and this people refuse to turn of service or contact the old owner to turn off service. Alarm keeps going off and they refuse to turn off service EVENTHOUGH they have proof that I am the new owner. I feel bad that the old owners are probably still paying because they also REFUSE to contact the old owners to cancel service.

I am a first time home buyer and was researching good home security systems. I stumbled upon this company and thought to try them out. Everything was good until recently. I have had them for about a year now. I just got back from vacation and my system was down. I called for them to troubleshoot and was told that they had to call out a technician and that it was $100. I was confused because i talked to about 4 different people when first getting the system and was never told that information. I don't like being blindsided so informed them that i would like to cancel. They then tell me that if i want to cancel i have to pay the entire system which is almost $3000. I was also never told that when i got the system. She tells me that she is sorry and can offer me an additional service (for an additional fee) that will waive the charge of a technician coming out. So the solution was to sell me another service to repair my current equipment. I am at a loss for words. They will literally tell you anything to get your business. Research other companies before deciding.

On 4/26/2024, Tre Fowler, came to my home selling Vivint. I informed Tre I was not interested as I have no issues with my current ADT system. Tre told me I could compare both systems next to one another to give their system a fair comparison during a trial period. I accepted the trial period and told Tre I wanted all features that I have with ADT to adequately compare systems. From day one, Vivint had given me issues starting with their technicians Blaise Beard and Mike Gautier. They removed much of my ADT equipment, damaged some of that equipment, and caused damages to several of the walls in my home. I contacted Vivint on 4/26,4/27,4/28,4/29,5/1,5/3,5/9 and 5/15 complaining of my issues. On 4/29 and 5/1, I called to cancel my account during my trial period, and Emerson Bersalote told me they would extend my trial period since all equipment had not been installed by day 3 of my trial. When it was determined by their service technician Correy on 5/9 that Vivint's equipment was not compatible with the electrical design of home, I called to cancel this day and supervisor Ingvar tells me he will Cashapp me the money to pay for whatever repairs I needed to keep me with Vivint. Ingvar assures me he will get in contact with Correy to better understand what was not compatible. Of course, I never hear from Ingvar again. On 5/15 I call to cancel for good and supervisor Duncan tells me that I now must pay for the equipment because I am past the 3-day trial period. Vivint lied and used deceptive sale tactics to keep me past the trial period. Tre Fowler and other Vivint employees made several promises just to keep with their company and they never accommodated my needs. Not only did I not use the $1000 Buy-out money, but all accessible equipment has also been removed and uninstalled. However, their claims department tried to resolve my damaged equipment caused by Blaise Beard but I no longer wanted to accept their lies, so I paid for the damages they caused to my home. Vivint Home Security is a deceitful, misleading, and deceptive company. All consumers need to be aware of the deceptive tactics Vivint uses so they do not fall victim to their lies and deceit.

After 3 years of using Vivint, my contract ended. I called to ensure that I would not be anrolled in anymore programs with them. When doing so, the agent told me that they had to enroll you in a month to month plan even if your contract is over. Of course that was a lie. He also told me the app would work even without a subscription with them. Another lie. He of course refused to give me an email so that I could send in a written notice that I didn't want to enroll. He said nobody would read it.

Thankfully, with reddits help, I had their email. I sent an email to *******@vivint.com and within a few days was slammed called trying to upsell me this monthly fee.

I called back to verify that my service was cancelled. This agent calmly stated they had received my email and already were canceling once my contract was up. I also verified with her that the app would still work, she said no.

Think about this, after 3 years and a few thousand dollars later they still charge you to use the app. You're equipment works not the free app. I was angry. All that money and time to not have such a vital function work. Other vendors apps work for free forever once you buy the equipment.

Vivint is a scummy company that lies and steals from you any chance they get.

Do not do business with them.

If I could give them zero stars I would! They are shady and dishonest, I'd choose any security company over this one!

WORST experience with a security company, and really with any customer service in my entire adult life. By. Far. Customer service calls take over 30 mins to answer, pass through the phone tree and every one of these guys will say "I'm making a note of that in my system" but the next one doesn't see any notes. Every one of them will claim that their computers are slow. They try to sell, try to convince you to stay with them, DO NOT answer a straight question. They put you on hold some more and send you to another idiot who can't do anything. I'm talking MULTIPLE calls over 90 mins long. They never paid me for a referral (promised $75 back when I was pleased with the equipment and didn't know how awful they were), straight up LIED about the cost of upgrading my system ("Your alarm doesn't work because the tech update requires a new panel... it won't cost you anything and in fact, let's add two more cameras and lower your monthly bill... no additional cost") and then demanded an extra $749 to cancel the freaking service when we moved to a new house two years later. Even after all that, I had to call THREE more times to get things settled. They charged my card without permission an additional $103 over a month after we cancelled and moved. Another epic call to customer service and they claimed that the account had never been cancelled. Then they said it was a computer error. Made more notes in the system. (HA! Yeah, right.) For heaven's sake, at this point we were up to around 5 hours of phone calls and three confirmation emails in a month. There are not enough caps lock ugly words to describe how I feel about this company.

I had an issue with the buyout Vivint would apparently provide so I contacted my sales representative. I never heard back, so I contacted the service line. They said I had to contact the sales representative and also tried from their end but they were not able to. What kind of company does not have access to their employees. Then they continued to tell me to wait and even while calling every other day, 2 weeks go by with no solution. It's not until a week after that, that they finally conclude my problem (no solution) by telling me things they could have told me the first time I called! Wasted my time and money because now I have two bills to pay from them and my existing security provider! I was fed up and wanted to cancel with Vivint completely but they make it virtually impossible to do so. I am forced to pay the total of the equipment I don't want to keep before they even consider my cancelation with them which also includes a heavy fee. DO NOT, I repeat, DO NOT EVER SIGN UP FOR VIVINT!

Please do not use this company they will get you cameras are not good at all system shuts down everyday

I have two homes. The one home in TX the seller made promises that were not true. Had to call in no one speaker clear English. Had to get transferred many times to get someone to comeback out. They first lied about what was included in the package and what we needed. Selling additional that werent. Weren't. My other home I've had them since 2015 and asked to add a camera was told the upgraded panel was needed. First installer never got it working and was rude. Called the same day sent another person out. He was great but checked my account and they took out the full amount for services and equipment vs the installment plan they put in my contract. Again call in transferred 4 times to be told she placed info in correct but the billing department made the mistake. It was escalated and I would need to wait for a callback they were sorry. No one has called back and it's a holiday weekend so $450 out of my account unexpectedly. Nothing I can do about it. I asked 2 days in a row to come get the equipment and cancel because they don't stNd by their word. They have so many liars working there just to make sells.

They are a scam they lie about there deals and over charge way more than they say this company is not worth the time or your money.

After you have had their service for a while and realize what a bad value it is they will not let you buy out of your contract.

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.

I have been a Vivint customer for years I was satisfied with their service until I decided to upgrade
It has been a nightmare. The service person was professional, the equipment works as promised. A payment plan was agreed on. The back office verified everything I spoke to them on the technician phone. However on the back end choas was brewing. I have tried to get the issue resolved. Financing was through one Fortiva. About 2 weeks in I got a call that I owed them the total amount. I called explained the agreement for monthly payments I was told a technician would have to come out again to give the appearance of it being installed that day. I was confused but agreed. Tech came out nothing changed a waste of time. Now they have tried to debit my savings account which I did not authorize or give the account number. My account is now in the negative. I received a credit account from Fortiva with a 4k limit and a zero
Balance. I can't wait until 8AM to call them. Beware of their back office I am goin to tell them to come get their equipment. Not a loyal customer anymore.

This company has absolutely no shame. We lost our home in a tornado last week so I called to cancel our service (something I should have done long ago because of how poor the system works, the complete and total lack of customer service, and how difficult it is to get any service persons to fix the system). When I got a hold of someone I explained the situation and they said they couldn't cancel the service (I was on with the cancellation department) because it needed to be addressed by another special department. The "special department " called last night and offered to put a hold on our account for 6 months. I reminded them that our home was a total loss and we would be out for more than a year, they put me on hold to see what they could do. Miraculously they were able to offer 12 month of a hold. I said, "no thanks, I want to cancel the service" (it was awful, have I mentioned that). They had a shiny name for the offer ( The customer promise), or some crap like that. They service rep informed me I couldn't cancel my service because I still had an equipment loan with Citizens Bank. I asked how much, they couldn't tell me. I then asked, "so If I'm still paying on the equipment, you are going to continue to charge me for a service that is for a home the no longer exists?" The customer service rep said "yes". Needless to say I was dumbfounded. The last week has been one of the most trying and stressful of my life. The Vivint team showed no compassion or empathy for a 15 year customer, whom had just lost their home.

This company cares 0% for people. Profit is their only concern and they pull all sorts of dirty tricks to keep you locked into paying you monthly note. An absolute abomination. Some very dark individuals are clearly at the helm of this organization and it's only a matter of time before they are out of business.

I award Vivint 5 turds and at 49 years old have never dealt with a more morally bankrupt organization in my life.

Worse alarm system ever! The alarm siren is super quiet. The door sensors are super quiet. The cameras are ALWAYS lagging. The cameras always detect bugs so all night my phone is going off for movement detection. POINTLESS! My car got hit outside my house at the end of MY DRIVEWAY and the cameras did not catch anything at all! My view limit is to the street and it still did not catch that accident. It will not detect person until they are ringing my doorbell already. Imagine if it was a burglar, that is a loss cause. The glass breaker goes off to any noise, even my kids when they are running around playing. One time I had a ball break my window and shattered it while I was out of town, the notification said glass break but I could not check the cameras to see what happened because it never loaded plus it took vivint roughly 7 minutes to call me!

I thought it was my internet so I called and upgraded my internet speed and upgraded my phone because I thought since I have an old phone that the 5G was not good on the old phone. None of that helped at all. VIVINT cameras still lag and never wants to load.

When they salesman came to my house he said it was NO EARLY CANCELLATION FEES and NO CONTRACT, you just pay it every month or it cancels like a prepaid phone so I set it up on automatic payments. THAT'S A LIE! They are charging almost $1,600 to cancel after 8 months of being with them. Every question I asked the representative, he would put me on hold to ask a supervisor.

Vivint equipment is junk. The door sensors started falling out of the door almost immediately after they were installed, then a couple of them just stopped working altogether. Vivint sent new sensors but unlike they claim, you cannot get the system to recognize new equipment on your own. You will have to call tech support and spend an hour on the phone with them to have them force the system to accept the new equipment and they always act like it is such a shock that it didn't install correctly for you without their help. We still have a door offline because I haven't felt like spending an hour on the phone with tech support. The cameras go offline frequently for no reason and all of the trouble shooting "solutions" do nothing, you just have to wait for the cameras to decide to come back online. The door sensors frequently say the door is open when it is closed. The smart lock frequently says it is unlocked when it is locked, it also goes through phases where you exit and push the lock button and it locks but it thinks it didn't so it says it's unlocked, I have had times where I stood there for 5 minutes trying to get the stupid thing to acknowledge that it was locked and finally had to go back in lock it manually and go out a different door for peace of mind because it still said it was unlocked. Our smart drive quit working 6 months ago and none of the trouble shooting "solutions" worked for that either so again you have to spend hours on the phone with tech support on a different continent with spotty connection sometimes for them to maybe fix the issue. They will not take the equipment back and you get locked into a monitoring service that you can't get out of either. Do not get taken by these people like we did. They are terrible, if you just love to throw money away, I would suggest burning $4000 over giving it to Vivint.