Anonymous
map-marker Whitehouse, Texas

They lied to me.

We were sold a Vivint System, which we did not like. I called Vivint a week later and spoke to a gentleman that told me it would be to his advantage to let us cancel our account, than try to keep someone who was unhappy with it.

A week later I called back to get a confirmation, since I had the equipment removed. They then told me I was going to be paying them for five years even though I am not using their equipment or service. I was lied to by a Vivint Representative.

They insist I owe them the full term of the contract.

Vivint Reply:
Vivint thanks this customer for their review and appreciates the opportunity to respond. When a customer enters the agreement, they are subject to a post-install survey in the which they acknowledge that they have been told about the 3 day right of recession period. This states that the customer is able to cancel their agreement for any reason within the first 3 days of service. Mr. Faulkner represented that he had been made aware of this in the post-install survey. Further, Vivint received Mr. Faulkner’s written notice to cancel on July 23, 2014, after the initial 3 days to cancel had already lapsed. As such, Mr. Faulkner is not able to cancel without penalty. If this customer would like to discuss cancellation, they can contact our Customer Loyalty team at 800-216-5232 x5020.
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Loss:
$4200
Anonymous
map-marker Snellville, Georgia

Vivint - Service Cancellation Review

While my husband was still in listed in the army a vivint sale person show up and offer us a system that sound good so we ask him if we move can we cancel he said sure no problem because my husband was getting ready to retire and was moving back to Georgia but we was going to stay with his mother for a while well the day came and they said no but we will suspend your service until you want it then he get a bill saying the suspension off now you owe but they never pick up the equipment from the house we rented in Oklahoma and they want give us amount to close out the offer

Vivint Reply:
Vivint thanks this customer for their review and we hope that we can get everything taken care of to the customer’s satisfaction. We appreciate the efforts and sacrifice of our military members and as such, provide several options for them to cancel when they receive orders. If they are deployed or relocated on base, they may cancel their agreement with no penalty. If they are discharged or moved to a location not on base, this does not apply and they have the standard move or cancellation options available to them. These include moving service to their new home, transferring service to a third party, or paying off the remaining balance. In order to take advantage of any of these options, we ask that customers contact our Customer Loyalty team at 800-216-5232 x5020.
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Anonymous
map-marker Temple Hills, Maryland

Vivint didn't keep the sales person's promise

Long and short of it. I had an aggressive Vivint salesman show up at my door in May 2013, and he offered me a contract of 60 months for security alarm services. He said Vivint was interested in my property, since I owned a corner lot, and Vivint wanted to gain a presence in the area. I talked to the salesman and he drew up a contract. I saw in the contract in small print that you cannot cancel the contract, and would be liable for the entire cost of the contract, and thought this was fishy. So I proceeded to rip the contract into four pieces in front of the salesman, and told him no deal.

The salesman spoke up and stated, oh wait a minute ma'am, we're running a special for people in the Spearman, TX area, and as a result we would give you a $375 termination fee if you needed to cancel. He had me call and talk to a customer care rep next, and the rep sounded like she didn't know about this $375 termination fee, but then quickly agreed, yeah whatever the salesman told you, we will honor. So like a fool, I agreed and signed the contract. I guess Vivint doesn't mind employing dishonorable people, as long as they make their cold hard cash and take it away from people like myself, who is a single mom trying to make it.

I had to sell the house as I could no longer afford it, and no I cannot find someone else who is creditworthy to assume the contract. Vivint won't let me pay the termination fee as initially agreed upon by their lie-thru-the-teeth salesman. I have had many many conversations with their customer care people, and it gets you nowhere, since they can't do anything to help, except to collect on my bill. This company has a bad reputation for bait and switch sales tactics, and the only recourse I am left with now is to hire an attorney to take up this cause. Buyers beware!!! These guys will do anything to lie, cheat and trick you into a contract and then throw you to the wolves once they have you.

The best part of it all, they hired a collection agency who is charging me DOUBLE the price of the contract. Yeah these guys really put the CARE in customer care, huh?

Vivint Reply:
Vivint thanks this customer for their review and would love to take care of the issues that they have presented. Vivint takes complaints about sales representatives using misleading tactics very seriously and would like to take care of this situation. Unfortunately, with the given information, we are not able to locate this customers account. We request that the customer send us their phone number listed on their account, account number, and address where the system is located along with the main account holder’s name so that we can locate their account. They can either respond to this or email the information directly to vivintfb@vivint.com.
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Loss:
$2500
Esta Rhs
map-marker The Woodlands, Texas

Vivint - Poor quality and do not sell your house before your contract is up.

Same story as most. Door to door sales person. Good pitch, but the equipment never worked properly. The alarm works but the remote doors and thermostat never worked correctly.

Got signed up with service for 5 years and paid my $75 a month bill on time for 3.5 years then sold my house. Called to tell them I needed to terminate service and contract because I sold my house. They said I could either pay the 18 months remaining or I could try and convince the new home owners to assume the balance of my contract.

No way I could recommend Vivint service to anyone if they could not get out of their contract if they sold their house, much less talk someone else into assuming my contract with them. The sales rep on the phone acted as if I was lying about selling my home. I offered to send him the HUD statement to prove I sold it and was moving. He said it did not matter.

So now I guess I will contact the Texas Attorney Generals Office like some have. It probably will not do much good for me, but maybe they will open a case file on them.

I will contact the KHOU Investigative Reporter who is a neighbor of mine. I may have to pay vivint $1350 to finish out the contract while I do not live here, but I will get air time in Houston so no one else buys their service without looking at other companies and options.

Vivint Reply:
Vivint thanks this customer for their review and appreciates the opportunity to respond. We apologize for any inconvenience that has been encountered in this situation. When a customer sells their home or moves, they are not automatically absolved of the responsibility of the agreement that was signed and customers have several options. They may either 1. Move the system to their new home, 2. Transfer service to a 3rd party who will assume responsibility for the agreement and system or 3. Pay off the remaining balance on the agreement. When moving, we encourage customers to contact our Moves and Takeovers team at 800-216-5232 x5025 to work out which option will be best for them.
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Loss:
$1350
Anonymous
map-marker Chantilly, Virginia

Vivint - Salesman lied to me!

When I was approached by a Vivint salesman about getting the system installed in my house. I was worried about being locked into a contract, or what if I didn't like the system, what if I couldn't afford the system anymore?

He reassured me and said that I could cancel at anytime. I asked him about the 42 month requirement on the contract and he told me that if he didn't put an end date and crossed off the 42 months that it would be fine. They will just need picture proof of what my contract looked like. So I willingly signed.

He didn't seem shady or anything. Very helpful. Later on I texted him to make sure that I really could cancel. He said yes and that there would be no problem.

So when I went to cancel they wouldn't let me. They called me a liar and weren't willing to do what their salesman had said they would. I have tried to get out of this contract on multiple occasions with no success. This last time I called and explained my husband just had cancer surgery and we couldn't afford the system.

They told me I couldn't cancel. They are liars and no one should purchase from them.

Vivint Reply:
Vivint thanks this customer for their review and we hope that we can get all issues resolved. In the complaint the customer claims that the sales representative said that he would cross off the 42 month requirement thereby allowing the customer to cancel when they wish. According to our records, the agreement still has the 42 month requirement printed and it is not crossed off. Furthermore, prior to installation, all customers are required to take and pass a pre-install survey. If the customer does not answer correctly to any of the sections, Vivint will not install the system and sales representatives are asked to work with the customer to resolve any discrepancies. In the survey, the customer agreed that they had read and understood that the agreement was for a term of 42 months and that the sales representative had not made any promises to them that were not written on the agreement. As such, cancellation without penalty is not warranted. If the customer can provide proof that this promise was made, however, Vivint will honor the alleged promise.
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Loss:
$1890
Anonymous

Vivint - Security Service Cancellation Review

I theodore davis jr canceled this service back in November 7 2013 and I spoke to your boss nate and he told me to right this letter this is the 3 time iam righting this to you guys and you still are sending letter to my brother Shannon kitch house now this is getting out of hand your boss nate told me this would be resolved and that yous owed me for the months that you were still taking money out of my account it added up to $269.94 now I print all my papers a bd keep them on file please contact me at 717575**** thank u

Vivint Reply:
Vivint thanks this customer for their review and hopes that we can get everything taken care of. According to our records, this customer’s account is cancelled and billing has been ceased. In order to refund all of the requested funds, we are still awaiting receipt of the requested bank statements. Once we have those, we will be able to refund any money due from the cancellation of this customer’s account. If there are any questions, we can be reached 24/7 at 800-216-5232. Thanks!
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Anonymous
map-marker Waterford, New York

Vivint - Service Cancellation Review

El propósito de esta misiva es que no deseó seguir *** el servicio de alarma , ya que no cuento *** suficientes recursos económicos.

Gracias

Maritza Román

(787)421-****

Arecibo,Puerto Rico

Nota:

Cualquier información adicional, favor comunicarse al teléfono arriba indicado

Vivint Reply:
Vivint agradece a este cliente por su evaluación. Si algún cliente quiere terminar servicio, debe llamar a 800-216-5232 y puede hablar con alguien que hable español con la extensión 5021. Si necesita algo más, se puede hablar con el servicio al cliente llamando al mismo número.
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Anonymous

Totally screwed by vivint!!!

I was told I would get 200 in credits when I signed through the referral program but instead they charged my credit card 200 dollars without any notice!!!! This made me over draft my account and they were not willing at all to fix it.

They will not let me cancel and now I am stuck with all kinds of over draft fees just days before my daughters birthday!!! Vivint literally brought me to tears with this error!! This is the WORST company I have EVER dealt with!

I'm so upset because I was beyond excited to get this system!!!!!!! My advice: NEVER go through this company!!!!!!!!

Vivint Reply:
Vivint thanks this customer for their review and the opportunity to work with them to resolve this situation. Since this customer filed this complaint, Vivint has refunded the funds that were withdrawn and made sure that the referral bonus that was promised was applied. If this customer would like us to review the overdraft charges, we request that they send in a bank statement showing the charges to support@vivint.com so that we can refund what is necessary. If there is anything else that is needed, we can be reached 24/7 at 800-216-5232.
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Reason of review:
Problems with payment
Loss:
$350
Anonymous

My name is Wilberford Wallace

I will like to cancel my alarm system I am moving out of town and I have no need for an alarm system at this time my phone # 281-455-****. I enjoy the service I had no problem.

I just don't need the service at this time. My address is 10906 Sandstone St. Houston Tx.

77072. xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

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eyeeee nhhhhhhhhh djdjej jdjdje djdjdjd ddjdjdjdj djdjdjd djdjdjd djdjdjdjjd djdjddj djdjddjd djdjdjdjd djdjjdj djdjdjdjdjdj djdjdjdjdd djdjdjd djdjdjd djdjdjd djdjddjdjddjddj djdjdjdjdj djdjdjd djdjd djdjdj djdjdjdj djdjdjd djdjjdjd djdjdjd djddjdjdjddjdjd djddjjdjd djdjdjdj djdjjdjd djdjjd djdjdd

Vivint Reply:
Vivint thanks this customer for submitting this review. At this time, this customer is eligible to cancel and simply need to contact our Customer Loyalty team at 800-216-5232 x5020 to do so.
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Captain Oog

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Hattiesburg, Mississippi

Terrible equipment and even worse customer service

Anyone in the market for a security system should look elsewhere. My experience with Vivint has been a total nightmare. It all started when teenagers with a title of "technician" came to my house to install the equipment. From the very moment the door closed behind them, my system begin to beep reporting system issues. One minute it may have a problem with "lost communication with front door" the next it may be a glass break sensor. The teenagers returned the next day and replaced my front door *** four times. They actually showed up to work on my system from the next several days. "We have it fixed this time" they told me only to have the system beep at 2 am that it had "system trouble".

I left my house on one occassion with the panel reporting "it was safe" only to return with my front door open. That made me feel real safe!

I've called Vivint, and they're answer to everything is "we'll send out a technician". Well at some point, you loose faith. The best technician in the world could give me a "thumbs up", and I really wouldn't care. They offer the "technician" as a solution so that they can "hold up their end of the contract". God forbid they no longer get your money. Afterall, that's all they really care about.

In their bid to "live up to the contract", they're forgetting one very important fact. A security system should provide a peace of mind that everything is safe. They took that from me several weeks ago. Now I'm stuck with a system that I'll never use. But let's be sure to focus on the most important part, Vivint will have access to my money for the next 57 months!

Please look at other options! This company is a complete scam.

Vivint Reply:
Vivint thanks this customer for their review and appreciates the opportunity to respond. Vivint would like to reiterate that in the case that equipment malfunctions or does not perform in the manner intended, it is the customer’s responsibility to contact Vivint to either resolve the issue over the phone or chat and to work with Vivint to schedule a technician to come out to resolve the issue where necessary. Vivint’s records do not indicate that a technician was ever dispatched to Mr. White’s home and that he was overly aggressive and non-compliant on the phone with Vivint. This does not indicate a breach of contract on Vivint’s part. Nevertheless, Mr. White’s system is currently cancelled. If anyone needs assistance from Vivint, they should not hesitate to reach out to us at 800-216-5232 or to chat in at vivint.com.
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Loss:
$3500
Glorious Ulz
map-marker Los Angeles, California

Vivint is terrible if your home is broken into

My home was broken into, that day I called Vivint to order an additional Motion sensor to place in the area that was broken into. I paid $108 for the motion sensor and after a week of not recieving it I called to find out when I should be recieving it and they informed that they could not tell me because of a problem with their system.

I called back several days later because I still had not recieved it and was informed that it was in ready to deploy status but it had not been shipped. I finally recieved it over two weeks later. I called to set up an appointment for a techician to come and install the sensor and also to check to see if the system worked properly and was set up for an appointment on June 11th from 5pm to 8pm. Well the technician never showed up and never called.

I called to find out what happened and was informed that they double book the techncians at times. Another appointment was set up for a week later however an account manager contacted me and informed me that they were going to get me an appointment sooner because my home was broken into and someone should contact me within 12 hours to set that appointment up, well no one called. I emailed that account manager informing him of this again he said another 12 hours someone will contact me and again, no one did. I decided to cancel because of all the problems.

I talked with a Celeste Jill Atkinson with Vivint who informed me that I an liable for the contract at which time I explained I didn't feel i was because Vivint failed to protect my home at which time she informed me they did, when my alarm went off they contacted the police department that the alarm went off. I got a copy of the calls for service from my local police department and never once did vivint call the police department the only phone call they recieved was from me when I went home and found my home broken into.

In my contract it stated Vivint would have a security/guard company who would respond to the alarms prior to calling the police department however Celeste Jill Atkinson told me that Vivint did not have a security/guard company they only called the authorities which they did not because I was the one who notified the police department.

I called today to make sure my service was cancelled only to find out the legal department said my service cannot be cancelled, eventhough I no longer have the Vivint system in my home. If Vivint was monitoring my system like they agreed to do in the contract they should have called me when the new company I am with disconnected their system I never once got a phone call stating my system was tampered with which proves to me that they do not monitor the systems as stated in their contract.

Vivint Reply:
Vivint thanks this customer for their review and appreciates the opportunity to respond. According to our records, Vivint followed proper protocol on the night of the break-in. Vivint’s monitoring station notified the guard service in Ms. Smith’s neighborhood who then went to her home. The guard service determined that the event was a false alarm and therefore the authorities were not informed of the break-in until Ms. Smith returned home and called. As such, Vivint performed as prescribed in Ms. Smith’s agreement. We are sorry for any inconvenience caused in the weeks after the incident in getting a technician out to the home to install the new motion detector. It should be noted that this performance is not typical and when there is a break-in to a customer’s home, we send a technician out within 24 hours of being notified to make sure that the system is ok and upgrade any security desired. Vivint monitors when systems are disconnected and has not received signals since 6/18/14. Vivint received a panel tamper alert at around 1:45pm on 6/18/14 at which point we attempted to contact Ms. Smith but were unsuccessful. Her video monitoring has also been active during this time as well. In order to make up for any inconvenience to Ms. Smith, we would like to offer her 1 month of free service. We ask that Ms. Smith call us at 800-216-5232 to set up an appointment for the reinstallation of her system.
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Loss:
$2500
Antania Gcc
map-marker Philadelphia, Pennsylvania

Vivint - Installation Review from Philadelphia, Pennsylvania

Made contract with Vivint a week and a half ago. Technicians did not have any key fobs during installation but text salesman to bring them on the next day.

But to no avail. We have been calling customer service only to be getting broken promises and excuses about someone coming with the key fobs and no one shows up with no curiosity call. But when we call the company, it is told that he can not be reached because he has no form of communication.

Really?! This is beyond ridiculous and we just about ready to cancel the whole service.

Vivint Reply:
Vivint thanks this customer for their feedback and appreciates the opportunity to respond. After submitting this review, a technician was dispatched to this customer’s home and the requested keyfobs were installed. If this customer has any further complaints, we invite them to contact us at 800-216-5232 or to chat in at vivint.com.
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Anonymous
map-marker Austin, Texas

Does not work, long term contract, false info

Please learn from my mistake. I made a mistake by having the Vivint system installed.

The rep told me that I could recoup a significant portion of my monthly fee in insurance savings. I saved fifty cents ...a year. I was told that utility bills would decrease. That didnt happen.

The cameras work sometimes, the thermostat will sometimes go to 60 degrees, the system commonly has a yellow system alert light, we had to remove both receptacles that control our lights as the sparodically flashed, and we had to remove three motion detectors over a year period as they constantly put out a folse alarm.

Oh, and better yet, I just found out that if we move and we cannot use the system.....we still have to stay in our contract.

I have three neighbors that were also sold on vivint and all three regret thier decision and we have passed along our issues to our neighborhood.

There are better companies, with cheaper prices that work without 5 year contracts. You will regret signing with Vivint if you do.

Vivint Reply:
Vivint thanks this customer for their review and appreciates the opportunity to respond. In the event that any equipment malfunctions, we request that the customer contact us to make any repairs that are needed either over the phone or that they work with us to schedule a technician to come to their home to make the necessary repairs. We can be reached 24/7 at 800-216-5232 or via chat M-F 7am-8pm MST at vivint.com. We also acknowledge the need for customers to cancel service at their old residence when they move and as such, have several options available to them. Customers can move their service with them to their new home or they can transfer service to another person who will assume responsibility for the system. To take advantage of these options, we again request that customers call us at the number mentioned above.
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1 comment
Guest

Can you explain why you can't take it with you to your next house? We were told we would be able to. Thanks!

Anonymous
map-marker Doylestown, Pennsylvania

Vivint - Contract Review from Doylestown, Pennsylvania

Long story short. I was only suppose to be a secondary name on the vivint account that way I could talk to vivint if the alarm went off.

My friend signed the contract but her credit was not good enough. You guys took it upon yourself to run my credit and make me the account holder without my permission. You guys ran my credit without my consent. That is considered FRAUD.

I never signed a contract. I never gave you guys any of my information. I never gave you guys my ssn. I was not even present whenever the original contract was signed.

I want you guys to cancel the contract that I never signed.You guys cannot take it upon yourselves to run my credit because the original person signing the contract credit did not get approved. This is considered FRAUD on your behalf. I have been trying to cancel the contract for over 4 months(feb 2014) but you guys are trying to make me liable for the contract. Whenever I never signed one.

You guys want me to get my name removed off of an account that would not exist if my credit was not checked illegally. I would like help with this situation.

If I cannot get the help I need. I will have to make this a legal matter.

Vivint Reply:
Vivint thanks this customer for bringing their concerns to our attention. Upon review of the account, Josh’s name has already been removed from the account and Lacy Hosier is listed as the primary account holder. Josh is listed as a contact for the account. If desired, we can send a credit check dispute letter to the correct agency in order to attempt to repair any hits that should not have been made. Please let us know if you would like that to be sent. If you have any further concerns, please contact us at 800-216-5232.

Thank you.
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Anonymous
map-marker Tifton, Georgia

Vivint - Damage to walls

This is my first home security and it was not a very plesant experience with Vivint. First I was not told it was a contract, second I had to have the pannel moved twice.

The first time they moved the pannel I was charged a fee, not to mention that the pannel was not on I never received one call from Vivint concerning the monitor being inactive for almost two weeks. So I was just wondering if someone breaks in your home while your still there and decides to break the pannel or unplug it and the security system that you pay for every month does not respond with somekind of help or even a simple phone call? Whats the use? Oh and you call and complain and they just tell you that next time that happens to call them and if you survive the attack they will send some one out to your house by appointment because thier office is somewhere out in Utah and charge another fee.

Yeah while thier workers are posting funny videos on UTUBE. Another thing if you think the sevice stinks and want to cancle service they charge $700.00 fee and send an email to them explaining why you don't want their service any more and they still have the nerve to offer you 4 extra months for free instead of just offering me a early cancelation discount. Just the thought of having to call them stresses me out because when you call to pay thier bill they answer in a heartbeat, but when you call to complain or cancel services it take for ever for them to answer. Thats not all I have many more complaints but I don't want to bore every one.

In conclusion they are not a very understanding company. I feel like Vivint just wanted to lock me into their contract.

Vivint Reply:
Vivint thanks Jessica for bringing all of these issues to its attention. We wish to resolve them to the best of our abilities and ensure that you have a working service that you are satisfied with. When your equipment malfunctions or is otherwise inoperative, we request that you call us to inform us of the malfunction so that we can resolve the issues. If we are unable to resolve the issues over the phone, there is a standard $49 trip fee that is assessed when a technician is deployed to your home. This fee can be waived if you are in the first 120 days of your service or if you need a return appointment for the same issue within 60 days. If needed, this fee can be waived on case by case basis. In order to ensure that you receive the best service possible, we will waive this $49 trip fee to send a technician to your home to make sure that everything is in working order. Please call us at 800-216-5232 to schedule an appointment if your equipment is still not working. If you have any further issues or concerns, you can reach us 24/7 at the number listed above, or you can chat in at vivint.com.
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Loss:
$800