Vivint

Total rip off company, very poor customer service, I spent over 1 hours 20 minutes before someone answered me

I recently had an extremely disappointing experience with Vivint, and I feel compelled to share my encounter to warn others about their deceptive sales tactics and abysmal customer service.

Upon signing up for their service, the sales agent promised a complimentary month of service and equipment. However, just a week later, when I contacted their support team to inquire about this offer, I was shocked to learn that the free period was only for three days! They said its on email but when i see the document there is no signature of mine on that. This blatant miscommunication left a sour taste in my mouth from the start.

Moreover, when I tried to resolve the issue by reaching out to their customer care department, I was met with outright hostility. The customer representatives were rude, unhelpful, and completely unprofessional. Each time I called, I was forced to endure an excruciating 20-minute wait only to have my call unceremoniously canceled without any explanation and waited for represenative for a call back which never came.

To add insult to injury, when discussing the equipment's cost, the company insisted on a staggering $3,000 USD price tag, despite the similar kind of equipment costs us mere $300 on Amazon. Alternatively, they offered an absurd contract spanning 60 months if I refused to pay the equpment fee with in a month. This sort of deceptive pricing is not only unethical but also an outright scam.

It is unacceptable for any company to engage in such deceitful practices and treat their customers with such disrespect. I am deeply disappointed with the way Vivint has conducted itself throughout this ordeal.

I strongly advise everyone to steer clear of vivint and their services. Their false promises, unprofessional behavior, and deceptive sales tactics are indicative of a business that cannot be trusted. Instead, consider seeking out reputable might be ADT and honest providers who prioritize customer satisfaction over squeezing out every last penny from unsuspecting clients.

Save yourself the headache and avoid Vivint at all costs. Your time, money, and sanity are better spent elsewhere.

I swapped from Brink to Vivint. Prior to Brinks I had ADT, I had never went with another company. I regret not going back o ADT, this by far is the worse service I have ever had. Their equipment is horrible and the majority of their installation techs o not know what they are doing.

I have a fairly new home, the sales person made this company and their service appar amazing and better than the rest (let's just say she is her job), but over he last 6 months I have regretted every minute of having his service. The cameras never work when needed. I am going to reinstall my ring camera, because each and every time I attempt to talk to a visitor through their doorbell it never works and disconnects when trying to talk. Their thermostats, huge joke! They rarely ever work as design and the one upstairs falls off the wall at least once a week and I have to take the batteries out to get it to start back working.

I won't continue to elaborate but instead reiterate NOT TO PURCHASE THIS SYSTEM O THEIR EQUIPMENT!

If I could give them a 0 star I would. They're an awful company! Our cameras haven't been working and the main system on the wall turned off and was a black screen. We called multiple times to get someone sent out here, finally somebody came out. Our fire alarm keeps going off and the fire department has been over multiple times for false alarms. When I called to cancel our account I was told that I was not allowed to back out of the contract unless I were to die, or I could cancel if I pay them almost 5,000 for the whole system. When I told them they could come pick up the whole system they said they would not come, we talked to a supervisor for 2 hours, arguing back & forth about how to go about canceling our account, since we've been paying for a system that doesn't even work. We were told we need to get ahold of the exception review department, we called and were told they would send us over to them and we kept getting sent to lines that just went dead. Finally we talked to someone who was English, and they told us that the review department was closed for the day and that they were never sending us to a review department number. They also tried to say I didn't pay the monthly bill for the month and owe 100$ extra, and I told them I would not pay them anymore extra. They're a horrible company. The customer service sucks. The dude laughed at me when I said I wanted to cancel and said you signed a contract you can't cancel. We plan on moving after the holidays on property that already has a camera system & they told us that it's not their problem that we have to continue to keep paying for their product. As soon as you sign their contract you'll never get good service again. The guy who came to our door was super nice, but he knew that he was doing. He informed us that we could cancel whenever we wanted without a cancellation fee, and that there was no time limit on canceling. Which was a lie. Still dealing with them trying to get out of our contract, but if I can help anyone with their decision on getting Vivint, DO NOT DO IT!

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.

Customer Service HORRIBLE if you can understand them! Does NOT stand behind their service that we pay for!

I hope nobody else gets suckered into this worst company ever and I hope God has mercy on your souls but from me in my opinion I hope you die

Waiting ten days for a rech to come out is crazy could not disarms the alarm we are canceling and going with someone else

Salesman came to our door, did his pitch and we told him no. In fact, we said no more than once. Finally, against our will, we said we will try it out for the 3 day trial. They came on a Thursday and had to install that night "for free installation." We were told our trial period went until Monday. They were here until almost 10PM that night, drilling holes and left a mess. We almost intended on keeping it as the cameras were pretty nice but Friday our cameras were offline most of the day, so I called our sales rep and told him we don't want it. In no way was it better than ADT as promised.

We received a ton of pushback from our rep and then even had our calls ignored to just be told to call customer service. Well what a coincidence they were closed by then. Oh and then closed on the weekends. Companies that don't have weekend customer service are always a scam just an FYI. Especially larger companies such as Vivent.

Called Monday morning, on hold for over an hour and finally got through. Lady told us we were within our 3 days and canceled us, email confirmation and everything. It is a week later and no one has picked up the equipment. We called yesterday and we're told it was under review. Under review for what you might ask, we are not sure and no explanation provided.

After learning there is a current lawsuit happening, I'm just not surprised. It really is such a hassle beyond any customer experience horror story. No charges have been made to our account, but rest assured banks are on your side for instances like this as well as attorneys. I hope they come pick this up sooner rather than later so this nightmare can finally end. I also refuse to answer the door anymore due to fear of pushy salesman. If "no" cannot be received, you did nothing to help your customer, just tarnish that business reputation as clear as these reviews show.

I had ASG and the company that bought out ASG for ten years. I think it was ProtectionOne? My car was broken into so I needed a camera in addition to the alarm. Vivint knocked on the door and he presented well so I took him up on his offer. This was about a year and a half ago. About five months ago the control panel went black with flashing screen and made a crackling sound. I called customer service and she had me go through the initial troubleshooting steps. She insisted my panel model slides open on the front (raises? Lifts?). I tried every way possible to follow the step she was referring to but the panel will not do what she described. She said a tech could not come out until we finish the first troubleshooting steps including the opening of the front. I asked her if I could send a video of this panel that doesn't open from the front. She gave me a technician's email address and she said someone will call me back after reviewing. I wasn't able to upload a video to my email but I took pictures of all sides and sent them to the email address. I never heard from them again. I replied-all to the same email address hoping to get a response but received nothing. I haven't called back. It has been five months without an operational panel and yes I would rather bang my head against a wall than to deal with another hold time and a customer support agent telling me they can't send anyone to fix it until I open the front panel that doesn't open. So that brings me to the second issue: based on my track record of having a home protection system for ten years, he said I would be paying for the equipment but I wouldn't notice because I would be paying for the service anyway. I noticed an additional payment coming out of my account about two months ago so I'm not even sure what the he.ll is going on with that. So basically I'm in a contract paying for a service I'm not receiving. ASG and whatever the name of the company that took over never imprisoned me in a contract. If I had stayed with them I would be paying less and could have been happy with some camera from Walmart. Gawd I don't look forward to the aggravation of calling them.

I had my system installed 9 days ago. My headache began when the sales rep lied and said my install was "free" and that I would have 7 days to try the system out (I was charged over $400 for the install and there is only 3 days to cancel/try out the service). When I called the rep just 3 days later she tried to go around the fact that she lied, and stated "that's just how the company does it. They say it's free because you aren't paying anything upfront but over time", then tried to offer me more equipment in place of her lie. I called into customer service the next day to cancel (explained why) that person offered 2 free months & $15 credit for 12 months. Though the sales rep got back to me later that day advising that the $436 installation fee would be removed that wasn't the last of my issues. I called customer service another time on my actual 3rd day to cancel requesting certain items been removed because they weren't needed. I was told another department would have to call me regarding that and that it may take 3-5 business days. Now I notice the outside camera that's supposed to be facing my driveway is pointing towards the ground, and oh the touchscreen installed has been black for the past 3/4 days. I called again today to cancel and they say I'm outside of the cancel time. They want to make me pay thousands of dollars for equipment that has been giving a problem since the original install day. I told the reps each time in person/over the phone I have the Ring, but was willing to try Vivint. I've also had Xfinity before, and my current or former security system has given me this many issues. They tried to send a tech for free, they want to give me a more free service, for my inconvenience, when I don't want any of that. All I want is for them to come get their equipment and NOT try to force me to keep their security system. After all my headache the rep today that refused to cancel my service had the nerve to ask if I had a friend/family member I wanted to transfer this service to - my reply "if I did I've already complained about my horrible experience they wouldn't want it". Even my total is more than what my paperwork shows. If you don't have Vivint DON'T get it.

I would not believe anything this company says. Caleb Phillips promised the earth in order to get my business. He is pushy and deceitful. I recently put an Vivint alarm system in my business premises, It was memorial day weekend and Caleb made it quite clear he would get a bonus commission for installations done that weekend. I was told that Vivint would buy my business contract out with ADT by giving me a gift card for $1000. He then said that if I was to install solar panels at my home address he would give me another $1000 towards my ADT business buy out. Caleb then said that my account at my home address would also receive $1000 buy out gift card and he would give me yet another $1000 out of his "money"
I didn't want to sign anything regarding the Solar at that time, Caleb assured me that my credit would not be affected by this contract.
The technician attended at my business and a second system had to be installed, ok I understood this, but I paid for the equipment up front (not leased) which meant I had to purchase the second system then and there too. Caleb told me that I would receive a $470 refund for the difference. (I didn't). The time came to sign for the solar which he promised would not show on my credit only to find that by signing it put a lien on my house!
Caleb had already bamboozled my young daughter and her boyfriend who had just purchased their very first house into signing for this. Being naive the had no idea, for gods sake she is only 18 yrs old with a 6 month old baby.
Caleb as soon as he came to my house stated that because I had put two systems in my business i would now get a $750 gift card for each account and he would put in another $1000, making it $2500 towards my ADT buy out for my business alone, he then went on to confirm that I would receive $1000 gift card for my home address and another $1000 once the solar was installed.
I was not going to allow a lien on my house, so I cancelled the Solar. Once I did this suddenly I was only entitled to one buy out for my two systems at my business, they even tried to give me my refund saying that was the buyout money, this was my own money!
I fully understand that I am no longer entitled to the $1000 per location from the solar, but this company should stand behind the offer made of $1500 for my business and $1000 for my home address. I now have an invoice from ADT of over $5000 to pay if I stay with Vivint (which I is very unlikely).
So long story short do not believe anything the sales reps working for Vivint tell you, apparently I am now a liar who misunderstood what I was being told, yes I'm blonde but I am definitely not stupid!
I have been offered a $500 credit on both business accounts and nothing at my home address.
I strongly advise look elsewhere for your security system

Oh my goodness this is the absolute worst security company. We were with them for 15 years, and had the worse experience when our equipment aged and when we needed to cancel. Beware! Once your equipment ages- 3 years or so it started glitching. They send you DIY repairs that still don't work, the process of getting anything fixed is ridiculous. I had one great representative who convinced me to stay on when we moved. So mad i did that. We stayed there for 5 years, and SAME experience! This in not a long term company! The reviews you see are before the equipment starts failing and BEFORE you attempt to CANCEL. It took forever to cancel, and while you wait for agents to get their story right, you continue to pay the bill. I swear I was tricked. I told them in May I was moving. They told me I owed for window sensors. ( We had new windows installed) So i paid them 80 dollars. Little did i know I DID NOT OWE 80.00 dollars! So when my statement didn't come I assumed i was good, but what happened was that 80.00 went towards my premium so I just assumed I CANCELLED! Moved into our new house got a call end of JULY! I was told I would get an email, and I can't cancel verbally. OF COURSE it was sent not then but two weeks after the call. Very smart. So then another pay period was met! Finally in August I got someone on the phone who was great! They helped me cancel, BUT to cancel you have to wait a MONTH while they REVIEW your cancellation? LOL! Guess what, ANOTHER MONTH of payments went by. THEN when they approve it, they say it can't be CANCELLED until you pay! OMG! So ridiculous they treat long term customers this way. So literally a 1/2 a year process! We haven't been in that house for 6 MONTHS! So now to cancel I have to pay almost 100 dollars when the hold up wasn't me! This security company doesn't keep robbers away, THEY ARE THE ROBBERS! Consider yourself WARNED! NO WAY I WILL EVER USE THEM AGAIN!

I had a door to door salesmen tell me that VIVINT wanted use my house as a marketing strategy due to it being a highly trafficked area. He said that they will cover the cost of all the products as well as the installation as long as I agreed to put their sign up in my yard & recommend their product. I decided on 3 outdoor cameras, 2 door sensors, 5 light bulbs & switches, carbon monoxide detector, motion sensor & glass break sensor. He tells me I'll have two charges a month. One was for about $40 & the other $60. I end up not liking the service & want to cancel due to products breaking, cameras lagging & sensors being not sensitive enough as well as many other issues. I am told that I am contracted in until 2028 & if I wanted to cancel I would have to pay the remaining balance of the equipment which is $3,000. I asked for the contract to be sent to me with the cost of product. After reading it turns out nothing was free. I paid $200 for the installation. I incurred $3,800 in product which I signed a 60 month contract on. I do not recall any mention that I was signing on for 5 years otherwise I would've never signed. However I obviously did not pay close attention to the contract at all as everything I thought was the opposite. Basically I signed up for a loan of $3,800 in equipment from them which is not even efficient, helpful or securing. Paid for an installation I was told was free & am now stuck with them for another 4 years after not enjoying the first. The lights don't work & I can't turn some off & others won't come on. They sent me a new light switch to resolve that which I will have to install on my own. If I want someone to come out to fix any broken product I have to pay them $100. I don't even bother arming my house on away because the sensors are so sensitive it send the distress call if something is dropped on the floor. However animals & people can creep through my yard without the cameras even detecting them despite the sensitivity being set high. The cameras installed do not even have coverage on my side yards which makes the whole thing feel pointless as I do not have a fenced in yard & with the woodsy area behind my house people constantly walk through my yard to get to the street. Everything this company sells you on is a lie. If they have anyone try to sell you on it please decline unless you want to sign your death sentence. Well if it isn't obvious enough their sign is no longer in my yard & I would NOT recommend their product!

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

Nunca cumplen con sus appointment los técnicos que vinieron a mi casa no saben nda también vino un supervisor, tuvieron que venir porque el sistema no trabaja llevo 9 meses sufriendo esto y no tienen solución ya me canse cancele mi cuenta al fin esos appointment nunca llego nadie y el mensaje al técnico nunca lo contestó no usen esa compañía es un ROBO