Vivint, Inc.

We have had Vivint for several years and have always been very happy, recommending them every chance we had. BUT,…since upgrading to the Smart Home, worst move I made. Product is good, but customer service is horrible, and I mean horrible. As we all know, product is only as good as customer service. Unusually long waits, uninformed representatives, just a myriad of problems. I have looked at other security services but none can read Vivint products on our windows, doors, or any of our motion sensors and the internet??? Hello I have a wifi house but Vivint has a problem connecting to our wifi? really now, amazing my phone and tv work fine as well as all the computers in the house. The doorbell? oh yeah another conversation altogether, let’s not go there. So over $ 2,000 and I am still waiting for good customer service. At this point ready to find another security company and start over again. A very expensive lesson.

If I could give a zero on this I would or negative. When I first signed up with Matt Ritchie something. I already had maytronics which I was very happy with. I wanted to switched because I wanted the air conditioning remote. He said he would buy me from them my cancellation fee. But I could not tell the company when I talk to them on the phone. I thought he would just take it out of his commissions so I said okay. When he called the service and they asked me on a recorded line if he promised me anything. I said no. After the 3 Day time to cancel was up Matt called me and said that my contract was too large to buy out. I asked him what should I do now I can’t afford to pay a two-​year contract with maytronics and its three-​year with Vivid. He told me to call the company and tell them he said it was okay for me to get out. They told me NO! because they had me recorded saying he didn’t promise me anything even though I had two witnesses. Then I call Matt and told him they said NO he said there was nothing I that could be done. I asked if he could give me SOME of the money to help. He said NO!!! So now I’m stuck paying two alarm bills for two years. So Beware of false promises. It could really cost you for two years.

UNPROFESSIONAL — LOW UPFRONT COSTS WITH HIGH FUTURE COSTS
We have not even been a customer for 1 year. Here’s my current issues with Vivint.
1) Website automation is a joke. I spent one hour (May-​June) trying to update air cond. temp. I finally gave up. Multiple buttons for the different controls in our home. If I updated one thermostat, the other thermostat, defaulted back to the original numbers. Unbelievable.
2) Alarm automatically goes off (tried piggy back on an existing system). At this point, we are reluctant to turn on the alarm, not unless we want to be woken up prematurely in the wee hours of the morning.
3) NOSHOW for «FIX IT» appointments. Yes, more than one apt. has been scheduled and rescheduled. At this point, we have yet to have our issues fixed.
The company does not appear to value… time is money. BUYER BE AWARE!
I DO NOT recommend Vivint and I would recommend that future customer wait until version 7.0. Several software iterations should give the company time to get all the software kinks out and train their support staff. Buggy software!
I normally do not post reviews; however, if I can save another consumer the grief and pain of wasting time and money, I will do it. Looking at the reviews it appears that I am not the only one that is having this problem!!!
On last note, we did experience an issue in the past where the customer support person asked me (yes, we were having problems with the camera not coming online) to do something on the panel that jacked up our system and it took days to fix. UNBELIEVEABLE!
Trade offs. low up front costs which will end up costing you in the future, a consumer’s valuable time spent in service calls getting it to work…

I’m very dissatisfied with the billing department. They are constantly getting my bill wrong. I only mail in payments now. I would not trust them to have my bank account information. As far as the service, I’ve had 3 false alarms and the last false alarm was after they were supposed to deactivate the faulty censor. I did just get a new sensor in the mail that I have to try and install myself I guess!
I appreciate Vivint contacting me to hear my concerns after seeing this complaint. They seemed very willing to make things right. Only time will tell.

I would never recommend this place. They actually have a great security system but their billing and customer service is horrible. I had moved from my old home in December. I called and said the new owner was taking over my system which they said could be done and that they would cancel my account. They continued to charge me for not 1, 2, 3 months but 4 months. Two times I called their customer service number and both times the person promised me my account was cancelled and that a check was on the way. All the people sound really nice on the phone but I feel like I was lied to twice and that is no way to conduct business. Stay away from Vivint!