Vivint Reviews

First time nobody could find the "tech". Second time they said the tech was running late (this was one hour after their service window has passed). Tech never showed up. Tuesday morning a manager contacts me while I'm at work through text. I get back to her, leave several messages, no ones gets back to me. Wednesday morning I call Vivint customer service and I'm on hold 45 minutes and I hang up. It's horrible and the service has not even started yet. Imagine trying to get the service to work at all. Worst ever!

So I wait 2 days to hear back from him and he never responds via email or phone. I call back and do the same song and dance with another rep who is sympathetic to me and says "we'll get it taken care of that day." He tells me to email it to him and proceeds to give me his name and then say "thank you, is there anything else." I confirm his name, but ironically it has an odd spelling which he conveniently withholds from me. Fortunately before hanging up, I verify the spelling of his name and email, and then I send him the email. I never heard back from him or anyone else, so at that point, I'm thinking that the account is going to be canceled.

Yesterday, I get a bill from Vivint with charges for 2 months of service and no sign of anything showing that my account will be canceled. This is like an old-school, chop shop, penny-stock selling company who has your information and won't let you go (like the Hotel California - you can never leave). I have no idea what to do at this point, and how to get the service canceled. Three people I've spoken with have all been trained to do the same thing: not let the customer out of their service. I will try calling and escalating to a manager and hopefully report back better news.

I received services on September 11, 2015, I was told at that time I will only be charged $99.00 for installation. The installer came out the same day (Saturday) to install the equipment that was ordered. One of the equipment was the door lock, I was unable to receive the door lock due to the way my doors set up. Which I was told at that time they would remove the charge for the door lock. On September 26, 2015 my sensors on the front door and garage door stopped working. I called customer services and she I trouble shoot for over 2 hours, she then said she will have to have someone come out to correct the issue. The first appointment is Oct. 14, 2015, which means I am with security system for my home/family for another 2 weeks.

Your motto is a company to protect your home and family. I called on September 28, 2015 and spoke with the customer care department regarding my due date. A very helpful young man was able to work with me and changed my due date from the 12th of each month to the 25th. He then transferred me to another department to discuss my bill and the young lady was very helpful as well. We discussed the tech support coming out to the house and down time reimbursement that will be given to me because of it. Again very helpful and considerate.

While checking my account today I saw where the company charged my account for $262.99 (which overdrawn my account). I was told several things that was untrue. 1. I would only be charged $99.00 for installation, 2. My first bill would be Oct. 25, 2015. I was charged $198.00 for installation and $64.00 for services (that I haven't had working for 2 weeks). I called your customer service department again today to discuss the charges and find out if there is another date for technical services. The first person I spoke with was young lady which was very nice and provided me with the information regarding my bill. She then had to transfer me to someone else. This person was very rude and not helpful at all.

I asked to speak with his supervisor and he informed me he could not allow me to speak to his supervisor because the supervisor needed to know what I needed. I informed him I would like to report how rude he was and would like to know if the company he works for is willing to provide me with any service recovery for the problems I am having as a new customer. He told me the supervisor was not available and I could call back. I asked what his supervisor name was and he told me he did not have to provide that information to me.

As a new customer with your company I would think that the company would do anything to satisfy the customer. But after speaking with the gentleman today and looking back on the experience I have had with this company in less than 30 days I'm not sure that I they are dealing with good practice. So I decided to go to your website and see some of the comments that were written. I was appalled to see the same issues I was experiencing other customers were experiencing too. I plan on taking this complaint further to ensure foul play does not exist in this company.

After failing to have all equipment ready for the third appointment, I just had to cancel the service. Waiting on them to refund the installation cost took several months of calling and reimbursement for damages took another several months only after threatening to take to court do the send a reimbursement check. As I informed them in my email withdrawing the waiver I signed months ago, I would not as a consumer refer them to any of my friends and would encourage you to look them up on the Better Business Bureau. Surprising they are not registered with them, I wonder if it's because of all the complaints filed against them.

Another tech came to install their modem and fix the doorbell cam. He said the wire for the doorbell cam was too thin and could not get enough power to the doorbell cam. The tech never even used a voltage meter or even tried another cam. OK! Then after taking off work a second time Vivint sends out a private electrician that told me the wire was fine with 20.2 volts and that was plenty for the cam. Two times I came home from work and my panel was locked up so I had no security. Then after that I come home and the panel alarm said the smoke alarm battery was low. (It's less than three months old!)

I called Vivint and they said they will disconnect it and credit my bill. I contacted their corporate office asking to be released from the contract and they said I couldn't! They scheduled another tech to come fix the doorbell cam and smoke detector but I had to wait a month. BS!!! Two weeks later the living, front door, rear door and garage door sensors went out and now NOTHING WORKS! I called and they would have to schedule another tech after the doorbell tech had finished. BS!!! I changed from ADT to Vivint and NEVER should have done that! After five years with ADT I only had to call them once and it was a minor problem that was fixed right away. DO NOT USE VIVINT!

Third is that some of the equipments that were installed do not work and some of the sensors are not properly installed and keeps sending the msgs that one of the windows is open (while none is open) and I had to disable the sensor. Fourth is that Vivint has debited my account with their fees etc. for a service that is not yet even installed and started properly. I demand a refund of my money and cancellation of this cheat service. I am sorry that I trusted Vivint and its representative, that affected my credit badly.

I am all in with this one! Make sure they install everything and make sure you go through testing everything because the techs just want to install as quick as possible and adios ba-bye!!! Then if you have a problem good luck getting quick service. Feels like a company selling alarms with 2 technicians for everyone and once they have credit for your system you are very low priority. The salesman will try and tell you yes we have some bad reviews but overall we have good reviews. That's what I was told and no sir the reviews are right on the money. I give 1/2 a star in service with this company and my god this is just the beginning. Gulp.

WOAH hold on there a second. You're standing in front of me in my home while I'm lounging on my couch, relaxing on a Saturday afternoon, and you feel you have the right to question me?? I said "No thank you, I don't want it." Our little altercation went on even longer and she finally walked out saying over her shoulder "Bless you". Wow, unethical salesperson if I ever saw one. Vivint must really push commissions.

I advised them that I had to call my current service FIRST. I learned that I still had approx a year and a half on my contract with them. I called Vivint and was shocked to learn that I had verbally agreed to a long-term contract and that I had to pay monthly for a service I was not receiving or pay a huge amount to buy the contract out. When I balked at that the agent told me that if I didn't pay my credit and the credit of my former tenant would be harmed. I asked him what the former tenant had to do with MY contract and he informed me that she had agreed to pay for the service. My former tenant had absolutely nothing to do with paying the Vivint charges - she only needed to change the passcode. The jerky CS representative made the same warning several times. I had made three calls to Vivint and only two are of record - convenient isn't it?

Further, in order to cancel service you have to do it in writing but they can blast charges to infinity on a supposed verbal agreement. After hearing that I must cancel in writing to documents@vivint.com I did so and have not heard a word back from them. I sent an email to the legal department and that has not been responded to as well. John Q. Public if you value honesty and fairness in your dealings with companies - DO NOT even speak to the smooth talking people. You will not be treated fairly.

Wednesday comes and the tech uninstalls the item. He left without checking if he install the AC panel correctly. I called and they set up the appointment for a week later. It's hot and we are unable to turn on the AC. I called for two days straight and they we suppose to call me with a sooner date. No one has called. This company is horrible. I was trick into getting the system because the sales guy told me my neighborhood wasn't safe. I told him "I don't own the house and if I have to move can I cancel the service." He said yes. I called the company and they said I only have a three-day window. The sales guy even brought his wife to give me $100 cash to pay for a setup fee.

I'm thinking that he values his company and is honest. That was not the case. They just want money. I later found out that they run a credit check and get your social security number. I never have them that information and the sales guy said it was just a address check. The lies and greediness that this company produce should be illegal. Chris and Matt in the loyalty department told me to go online to Craigslist to find a person to take over the contract. If that is the case then why run credit checks to see if people qualify for a security system.

That is the most dumbest I ever heard. The website says you can cancel but doesn't give the cancel reason. I read it and asked the salesman about my situation. He said I would be good. Turns out I'm not. The cancellation refers to death or if the person have a mental condition (smh). Crazy. Please do not go with this company. You have get any help and they don't fix anything. I'm sitting in a hot house and they will not come back to fix what they broke.

As a customer, this was truly disturbing. I did not use profanity, never made threats, just informed others of my experience. I tried to send those messages privately and resolve the issue, but was getting nowhere, which lead to my social media posts at any site I could post. That is when I finally got a resolution to our issues. I can tell you, that at the company I work for, we would never block someone from our Social Media Pages. We would reach out, speak with the customer and resolve the issue. I was shocked a company would respond the way Vivint did.

I truly loved the technology they offered and have not found anyone that has anything remotely close, however, what we do have now with Guardian consistently works. I really wished it would have worked, and that the company was more responsive initially and did not make it so difficult to try to resolve a customer issue.

Original Review: Sept. 15, 2015

Technology seems great. Sales person really sold us with the technology and everything worked great for 5 days (2 days after you can cancel the 5 year contract). The problems did start with installation however. Said they would be there for 2 hours - were at our home until after midnight and had to come back the next day to finish installation. After 5 days, the kitchen glass indicator stopped working and I was advised to try to fix it myself, which was not effective. Then the panel froze, while my husband was away and I could not disarm the system. My phone app would also not work, so I could not exit without setting the alarm off. They did try to correct via phone, but continued to have a problem. They did agree to send a tech out to correct, but could not get anyone here for over a month, at a time when we would be out of town on vacation. During this time, the door lock stopped working and multiple other items.

While our house sitter was here, had several false alarms and he also got locked in with the panel freezing. We were driving through the mountains when he called, without internet coverage, or cell service. We really felt safe. Eventually a tech made and assured us that he had fixed everything that the first tech did wrong. Everything worked fine for 2 weeks, then the panel froze again. We had to wait 3 more weeks for another tech to come out and replace the panel and assure us everything was fixed again.

Two more weeks have gone by, and again, panel has frozen - get messages that every glass break indicator has failed, all batteries are low, etc. Another visit has been scheduled. I have no confidence that this will ever work properly. The reason for a security system is for peace of mind, which I have none regarding this system. We have tried to request to cancel the service and return equipment as it is clearly not working, however, the only option we are given is to pay out the 5 year contract, or sell to someone else. I would never subject anyone else to this service.

As for the system he installed I have had nothing but trouble with it. It doesn't work right. I called someone at the company and they keep telling me that they will come look at it but that there will be a service charge. Really, I just bought this. There was suppose to be a warranty. I requested to cancel the service and they told me since a signed a contract I would have to give them the whole amount of the contract. This company is crooked and the employees that they have working for them are absolute idiots. I am going to call ADT and have them come replace this pathetic security system to one of their own. And as for Vivint I will not ever recommend them to anyone.

Saturday early afternoon a Vivint Sales rep is at my door asking if my husband is available now because we were scheduled for an appointment. How??? I let him know he was not available and wasn't sure the exact time of his return because he went out for a ride. The rep immediately ask "a ride on a motorcycle?" I said yes, he said, "so when he gets back will his motorcycle be in the driveway or does he put it in the garage?" He wanted to know so he can come back if he sees the bike in the driveway. My husband comes back 3 hours later with 2 of his friends. They stood in our garage for about 10 mins. As soon as my husband's friends left the Vivint sales rep comes out of nowhere. As if he was watching my house!

So he starts telling my husband and I how they would like us to advertise their Vivint product and for that they will provide us with a completely free system. They feel advertising that way will get more customers and such. He told us a little about the system. My husband asked about 5 times "is there anything we have to come out of pocket for?" All 5 times the guy says no. He asked if he can come in sit and tell us specifics. Being that he said COMPLETELY FREE we sat and listened. Turns out he was offering their current promotion that anyone can get. And after we chose what we needed in our house he tells us we have to pay a monthly fee of $74.00 and a one time activation fee of $99. I did make the payment because after sitting there listening to over an hour of his presentation it sounded like something I needed.

They are supposed to be coming tomorrow. However, after reading the reviews my husband and I cancelled the installation. I don't like the fact that the rep started off with a lie about us being advertisers for the company. He even went to the extent to say "don't tell your friends, we did this for you." He made it seem like it's a top secret deal. Again, what he offered us is the current promo found on their website. Also, he told us that the person who creates their equipment worked for the CIA and no other company can provide the services they offer. It was lie after lie. I appreciate everyone who posted a review about this company. You saved us from becoming another victim.

They sent a tech this time, looked over the system, reset it and left. The doors still do not register. Also, they charged me 49 dollars for the visit. So my home continues to stay unsecured. While make the 10 phone to Vivint, I have realized that companies that make you sign long contracts do so because they know they provide a sub par system/service. One thing is for sure, when time comes for renewal, I will not be renewing. When you call customer service, the toot that it is an honor to protect our homes - this is a lie, because they have no honor!

As I explained to countless customer service representatives, my car was vandalized and I wanted to have eyes on the area the I usually park my car. Being that I signed up for a service that promised alarm, doorbell camera live feed, and outside camera live feed, the policy is null and void. I opted for service with the impression that all components worked. All components do not work - not only that, the component that doesn't work is the one that I wanted especially. I do not understand why I should have to pay for service that hasn't worked properly since day one. I called Vivint on several occasions expressing this. I was advised by countless customer service representative and yourself - to wait until another technician comes out to see what's wrong... I think that I have shown great patience with Vivint - because I wanted the service to work. But, it doesn't!

Not only that, the connectivity is constantly offline... There hasn't been a full day in which Vivint was connected for 24 hours straight. Even with the second technician installing a Vivint router. Your service is not WORKING for me. I was advised by tech support over the phone to test the speed of my internet, and it far exceeds the minimum set by Vivint to run the service. If someone were to break into my home, there is absolutely NO guarantee that the Vivint cameras would be able to capture a picture of the culprit because of the continuous connectivity issues.

I spoke with Mark **, a Vivint supervisor, and he basically brushed my concerns and reasoning off because it's apparently my fault that the service isn't compatible with my house. How was I supposed to know about the house not having sufficient amperage to run a Vivint product? Furthermore, Mark thinks that all I should do is fix the electrical insufficiency of the house so that it can run the Vivint product... Mark obviously doesn't own a home. Mark obviously has a surplus of money to spend on upgrading a house's electrical infrastructure.

Mark also said that if I could provide him with proof that I reached out to you after the last technician's visit to my home on the 25th of July 2015, he would null the contract. The catch is that it had to be within three days of the visit... The visit was on a Saturday. You don't work on weekends. I waited until Monday 27 Jul 2015 to call you - during normal office hours to relay the findings of the visit. You did not answer the phone. I left a message. After giving you a grace period to return my call, I then decided to compose the email that contained my findings and again a request for termination of service. In any event, Mark denied the contract null because, according to him, I should've emailed you two days prior - which would put me within three days of the last service.

This makes no sense to me. It seems like every which way Vivint can weasel their way out of accountability - they try. Be an honest and upstanding company that values customer relations. I cannot believe the audacity of the folks who are chosen to represent this company. In any event, you received my request to terminate service on several occasions - verbally and in writing. After all, the reason that you reached out to me in the first place is because of my survey response to my encounter with Andrew... Another Mark.

Bottom line is that the equipment hasn't worked since day one. It's documented. Not only that - the equipment is used and recycled. I viewed several clips of another woman in her home roaming about... Really!?! I'm sure that your customers would love to know that their privacy is at risk when opting for Security Services from Vivint. There is no trust and nothing that you can do to change my mind - I want nothing to do with Vivint. I want out of this contract. I want service terminated immediately.

As I have lost confidence and trust for Vivint I went to look for their moving policy and what I found is they charge for the moving installation unless you sign a new agreement. They only provide the same number of protection points, so if the new house has more windows or doors those are not under covered on the previous contract and again I would have to sign a new agreement to get those extra points covered. Clearly moving is not free. During the sales presentation the salesman repeated that they could install smoke detectors. I said my existing system already had smoke detectors, so he could use those. He kept silence and did not respond to my comment. I found out during the installation that they have a policy of not taking over existing smoke detectors. I accepted that as we were already in the middle of the installation.

I tried to cancel the service and sent a notice of cancellation. I explained to the customer service representative my experiences and the way the system was presented to me. They denied my cancellation because it was after the three day period.

Oh by the way, the salesman wrote the wrong cancellation date in the form provided. Every time I mentioned one of the issues I described previously and the specific things said during the sale they said I had three days to cancel. The only way to break the contract is to pay the full amount of the contract. I understood there is three day cooling off period, but never understood that as a permission to lie during a sales presentation, and then give me three days to find out if it is true or not.

I know that during a sale, a product is presented as the best in the market, and that is expected. I was not expecting a company to send a person to sell me on things like the moving policy that were not true. I always believed the verbal agreement was just as important as the written agreement, and one would think this would void a contract. Is this really legally allowed to close a sale? My new goal in life will be to provide awareness to all my neighbors and other neighborhoods in my town.

I called Vivint and it was a horrible experience with them on the phone, got the runaround, hung up on, etc, etc. When I finally got someone, I was treated rudely and never received any apology nor empathy regarding my situation. They said they would listen to the conversation and forward it to legal and would get back with me regarding their findings. 4 emails and two unreturned phone calls later, I received one email response that said... "Sorry!" and that there was nothing they could do. I have asked numerous times of the president's office contact and have received ZERO response. This company has more than lost me as a customer and I will make sure any of my friends, business associate and family will not use them! Very angry and disgusted!!! They cost me thousands in my rate hike!

I called the company back and again tried to get them to cancel my contract. Again they stated that I had verbally agreed to an extension. I told them that the contract stated that any extension had to be year-to-year and any change to that had to be in writing. I was told someone would call me back. No one did. I again sent in a request to cancel my account via email with a request for confirmation. Again, I got no response. I then sent a certified letter to the company indicating my decision not to renew my contract. It was received on August 21. On September 2, I once again called the company to check on the status of my account. It was still active although I had requested numerous times to close it.

And 6th we were told that a VIVINT sign would be placed in our front, it was not. The technician said "I'll be back shortly to place the Vivint sign in your yard." He never returned. We are therefore Terminating/Canceling our VIVINT contract immediately. In addition we are demanding a full refund of the funds that drafted from our account prior to our consent of the amount.

In mean time all codes to our home the former owner had and we did not so he could come in whenever and they said "Sorry nothing we can do. We will have a tech out in 5 days." After they came they installed a camera that did not work and it's been 4 months that it has not worked and we needed it for insurance as we have an in ground pool that needs cameras. Our motion detector only works sometimes and we had them out 8 times and when they are here, they laugh at you when you tell them the system does not work. Talk down to you at one point. We had to threw the tech out because of rudeness.

4 months no working cameras, no working motion detector. We had a BBQ and some smoke got in house and somehow set smoke detector off and they never called us. They sent fire department out. A couple of times our system went off and they sent police only sending us a text saying they tried to call and that was a lie. We been told if they keep doing it we will be charged for false alarms when not our fault. The system has had to be unplugged from wall so it stop going off.

We then called Vivint as we received a letter saying we owed a lot of money and the letter was dated 5 weeks to when we got it. We tried to call them and was transferred 6 times and then when we finally got the proper person they said we were doubled billed and they would credit us. But while fixing this, we had Vivint call us 6 times while on phone with loyalty. She told us to tell them to note in computer that she was dealing with us and that did not stop them. We had to put loyalty on hold while we told them we were already on phone.

At this point she fixes our bill and we pay the rest. 4 days later we get a call at work saying that all the arrangements made that day were declined and they want their money and we said but our system does not work. They basically told us that's not their issue. They send another tech out but it will take 3 weeks. These guys take money are unprofessional, do not care if system does not work. We have had no working system since May 1 and it's September 1, 2015. This company is maybe the worst.

Well by the time July of 2015 gets here I was then told they could not cancel my contract because I had an outstanding balance which began in Feb 2015. I refused to pay it and made a complaint to BBB in Sept. 2015 and days later I get a very nice phone call from a Vivint representative and she said in so many words that the matter had been taken care of and resolved and I agreed to it since they were wiping the slate clean. This lady was the most pleasant of all the others I had verbally talked to prior so the case was settled. She wrote a letter to BBB in Utah to inform them also that the matter had been closed with both Vivint and myself agreeing the matter had been resolved. It was a rocky road to finally get there but the matter was resolved. Thank you BBB for stepping in and your help was greatly appreciated.

After selling me the security system, he called me a week later and said, "I'm going to get your AT&T discount." He asked for my 4-digit code (which I assumed was the code on my security system but happened to be the same code for my AT&T account) and then asked "What is the name of your favorite superhero?" I said, "Why?" He said, we talked about that when he was at my house and he forgot to write it down (again, I'm assuming he's talking about my security system). Then he called me back an hour and said, "OK, I got you a discount from AT&T and also you have faster internet." He couldn't tell me how much of a discount he got and how did he get me faster internet? I thought that sounded funny.

I called AT&T and they said that a man called and said he was representing me and that I was going to cancel my AT&T service if they didn't give me a discount. Thus, AT&T ended up giving me a discount of $40 for a year (after that price goes back up). AT&T said, "he had all of your information" (which was true) but I never dreamed that's how he was going to get the discount. I could have easily called AT&T and threatened to quit and they would have given me the discount. I didn't need to buy a security system from Vivint and have the salesman act like he was representing me with AT&T.

So, in reality, there's no partnership between AT&T & Vivint to give customer discounts. That was just his sales line to get into my house and sell me a security system which has not worked since the day I got it. I am waiting for the doorbell camera to be replaced and still waiting for my outside camera. Overtime they schedule an appointment, they don't show up and don't call to let me know they aren't coming. I am so sorry I signed the 4-year contract and would give anything to get out of it. This is only one complaint. I have 3 others but no more room to write the details.

I refused to extend my contract as I just extended it last year. They would not allow the tech to install the newer panel without me extending my contract for an additional 50 months, per Mitch (supposedly mgr). Needless to say, the tech installed the only faulty panel he had in his truck, and left me with a broken panel. The only thing this Mitch guy made ** was concern with was me upgrading my contract or wait another month to get a tech out here to replace the outdated panel I have, with another outdated panel. He refused me his manager's name, and refused me help. I'm stuck with paying a monthly bill and a panel that does not work until another tech comes out. If anything happens in the interim, I will sue Vivint as I'm not fully protected with a broken panel that they are well aware of!

I had just had my home broken into and felt very emotional at the install, I was very scared and worried for my family. Now I am finally moving to a new neighborhood which I feel confident in and this company is refusing to offer me any real resolution to terminate my contract with them saying that if I don't take the service with me they will push into collections for unpaid service.

I am so angry. I have never had this poor of customer service with any company before. I could not believe that they would want their customer to be as upset and angry as I was and keep them under their contract. How in the world they are still operating under this business model is beyond me. This is not to mention that we have not had a properly operating camera we've been paying for for 6 months because they are requiring us to pay someone to come out and troubleshoot.

Now not only are they requiring me to continue on this contract but when we move we are supposed to take the panel and plug with us to the new house AND pay a moving fee of $99. Which of course their wishy washy customer service told me last year was not the case. I was told they would come out and install new equipment if it was after a year of service. I am through the roof angry with their customer service. I don't think this company will ever make me feel safe or confident again. Great considering that is what they're supposed to be there for. Just terrible, shame on them.

I went around in circles with the company explaining my disappointments in the salesperson's empty promises concerning the contract and I kept getting transferred from person to person each month. This went on for about 1 year and I stopped making payments with them… For the past 3 years they have collection agency hounding me for payments for Breach of Contract with Vivint @ $2909.46. I am appalled with this company and would never recommended them to NO ONE!! :( You're going to reap what you sow Vivint!!!

And after I sold my last house while under contract I had a Vivint specialist explain to me how it has to be transferred over and a email forwarded to them with a security code on it. All this was done. I just received the sixth call in two days saying I owe them 150$. I'll be honest. I completely lost it on the poor lady and fella yesterday and lady yesterday and guy the day before that. Companies like Vivint design themselves to put innocent people in front lines to take the abuse of unsatisfied customers like me but undoubtedly scam monies from people who aren't willing to challenge it. I have had nothing but issues with these people. A absolute nightmare.

My husband and I found out about the system while going through her paperwork and talked to her home health aide, who told us our mother had said someone had come over but she never knows what is real and what is Alzheimer's talking. My husband is currently in talks with our mother's lawyer to hopefully get this resolved finally. So far, as of yet, when we talk to Vivint, we get transferred over and over again and then hung up on. Total scam artists.

Bad reviews with a new company, especially in the tech field are expected in THE BEGINNING! This is where the bugs are worked out. It takes time and new revenue (new customers) AND some self-education on our parts. Think for a moment, about MICROSOFT. Bill Gates wasn't a billionaire when he started, so of course his company as well, wasn't without bugs in the beginning and still isn't. It won't ever be. None of them ever will be. That's why we are frequently requested to update our software systems on our phones and computers. Not every foreseeable problem can ever be thought of in advance. It takes time and money to hire enough computer/tech people to fix these issues.

It is expected that everyone should read and at least TRY to follow the written directions provided in the user manual before calling customer care. I myself, would like to see this new Z wave company use its time and money more wisely by fixing the bugs it most inadvertently will have. I base my score of 7 because I am NOT an engineer, and what I've learned in my first five days using Vivint. But, that's just me. Yes, I too had a bit of skepticism after a few glitches, but a little patience and doing the above mentioned and reading reviews such as the one below, I believe I'm going to love my security system.

They refuse to correct the problems and in fact asked me to pay for more devices to secure my home. The alarm works only if the front and basement doors are opened. The option for away and learning, work the same since the sensors do not pick up movement, only glass break. If you're confused, so am I, hence the reason for the review. We are refusing to allow them to come back to our home. We only want to have the cancellation applied. My observation is the tech are trained briefly and then sent to your home. There is no follow-up of checks and balances. They monitor tech performance from the security of their chairs in the call center.

The customer service agents are not skilled enough in conflict resolution or proper customer service. They defend the company without acknowledging their errors and worse expect you to pay to correct it. Last but not least, in most cases they never call you back when they say they will. So in short, at least 6 techs have been to my home for everything from the hard wire box, the wall security panel, the front door key less entry lock, the sensors and practically everything they've installed. I just want out of this contract!

My neighbors knew nothing about a neighborhood security system which was to be implemented. I looked up the company name. There is no local company & customer service was not interested in my complaint. I almost called the police when my son told me a strange man was at the door, on a Saturday night, asking about our security system. My daughter had recently sold some valuables & I worried all night that someone was scoping us for a break-in.

I followed up a couple hours later and he confirmed it was cancelled and then I made an appointment with the person who installed my equipment to come disconnect it the next day. He came and professionally disconnected and patched holes and cleaned up. I received a full refund within 24 hours. My experience was positive the whole way through. The ONLY reason I cancelled was due to the poor customer service reviews and the lack of accreditation with BBB. I hope that Vivint can get back on the good side with its existing customers. I would like to see them succeed. I would be happy to sign a contract in the future if they can get their customer service issues fixed with their existing customers.

Now the problem is worse. The front alarm panel now shows a notification: "Loss of communication with automation device. Your control panel can no longer communicate with Thermostat" which never appeared before. So much for fixing the problem. And the reinstalled app on my phone which previously allowed you to adjust the temp manually still shows 78 and no longer has up or down arrows for the temp. I am thoroughly disgusted with this company and their "service". Buyer beware!

I live on Social Security. When I re-upped, I was still working and had an income. But he didn't care about that either. He was like a robot. "Ma'am, I AM working with you. I'm telling you that you can get out of your contract if you sell it to someone else or you can pay off the balance." Wow. Those are 2 great options. I didn't plan on having health problems. I didn't plan on not being able to work. I asked if dying would be a legitimate reason for cancelling and he had the gall to say that that would be acceptable. DO NOT use this company. They are rude and only are interested in your $38 a month. And actually I paid $58 a month for the first 4 years.

He then proceeded to ask us our social security number. He said it didn't process through with my name. I then told him that the house is under my wife's name and he said that should be fine. After he finished the call we explained to him that we liked the system and were very interested, and I just wanted to talk to my wife and kids about it to see what they think. He then answered to that "What is it your concerned about?" I kept trying to explain I just want us all to be okay with it - that's it.

Every time I would try to explain that to him he would answer with that same statement. "What is it you're concerned about"? We then asked him if he could maybe come a little bit later that same day. He then exclaimed "That doesn't make any sense! If you already paid for it why would you wait? We have the technician already coming to install the products." I told him "No! I haven't even signed anything and you're already charging me. That's wrong, I haven't even told you I want to pay for it yet and you already charged me!" I asked him to please just leave my house. He then told me he just wants to help us. He then mumbled "These people". I told him I just wanted time to talk to my family. He started walking away and then yelled,"** YOU!" I told him not to come back or I'll call the police. He yelled "Call them!"

I honestly liked the product but the problems were he wouldn't let me talk with my family about it. Another that he charged me without tell me. It just made me angry that he would talk to me like that especially because he's the one supposively protecting us from people and he's treating me the same way. His name was Seiji.

I explained that I think it's incredibly rude to call a potential customer repeatedly, without leaving a voicemail message. (Are they a security company, or telemarketers?!) I advised that I will not give my business to a company with such poor policies regarding customer interaction, and requested they remove my number from their calling list. Without any response, and without confirming my number to remove from their list, the gentleman hung up on me. So incredibly rude. I believe we may have dodged a bullet... sad to think we could have potentially given our money and business to a company with such poor customer service.

Vivint as per contract was to supply me an equipment list within 30 days. I had no way of knowing what I had (or did not have) as far as security. My home insurance costs were decreased thus the flood expense is ALL mine. The flood monitor is only good to get you out of bed before the mattress gets wet. No offer has ever been made to resolve anything. A registered letter they received as per their contract has just been filed and I am told have no recourse but to honor the five year term of the contract which was NOT breached by Vivint themselves.

I advised them that I could not move my system since I was renting a place that I was not allowed to alter as per my rental agreement. The people buying my home were already moving their system into the home. I told them that when I originally signed up in 2010 that I was told that my employment with the Department of Homeland Security would be considered the same as military in regards to cancellation if I was transferred or deployed. They asked for me to submit documentation such as transfer orders and rental agreement. I submitted these on June 29, 2015. I was told that it could take up to 7 days to review them and cancel my contract.

I just called back today (August 7, 2015) after noticing that I'm still being charged. They apologized and said that they never received the email. How convenient. I confirmed the date and email address with them and they said to resend the email but this time to the representatives personal email. Mr. ** confirmed receipt while we were on the phone. I have paid 2 additional months for their mistake and this is all for a contract that I would have never signed or agreed to. When asked for a copy of the contract, I was told that I couldn't get a copy as it was a verbal agreement. They verbally told me that a transfer would nullify my original contract and they verbally told me that the new items were given to me just for staying with them and it wouldn't be a new contract.

I was then told it is only four days later! I then told the rep that I was not available that day! This is not the first time this kind so situation has happened. I requested to cancel my service for lack of Vivint holding up their end of the contract. After speaking to customer service, customer loyalty and a supervisor Vivint is holding my feet to the fire and only offering me an haphazard apology and a small discount for my inconvenience.

Vivint puts up a good front. Don't be fooled!! They tell you what you want to hear to sell you a system. Then it is as though they will install what they want in your home when it is convenient for Vivint. Don't fall for the sales pitch!! Vivint does not keep appointments nor do they keep the customer informed!!! What has happened to the customer is always right?!?! Terrible customer service!! I feel like I have been lied and cheated by Vivint. Buyer beware!!

She started off by saying "I see y'all are watching a movie and having dinner..." and without a breath or asking if it was a good time she went into a 10 minute spiel on sales for this security system. We found it VERY rude and disrespectful for a sales rep to come to our home on a Saturday night at 7:30... It made us never want to use this service. VIVINT- maybe you should not send your sales people door to door on weekend nights and you may actually have some sales in the area.

When I came back in I told him he really would have to come back when my husband got home and I really was late for my meeting. He looked at the contract and asked, "Well are you any good at signing your husband's name?" I said I absolutely would not do that! He and his partner said they would come back in an hour. After talking to my husband I found them on the street and told them we weren't going to be using their services. He said, "You probably just told him the price $74 and didn't tell him what you get didn't you?" I explained that I had told him but he didn't want it so it was off. He said he would come back anyway and I told him not to my husband would not be as nice as me. He said, "I'm not afraid of him, I can deal with it". I told him absolutely to stay away.

When I got back into the house I noticed that he had taken my voided check without my permission. He also has all of the paperwork. I called the police and lodged a complaint. I notified my bank to not let the payment go through but I checked my account today and they took out $173.00. I would tell anyone not to do business with these people. They are the thieves and use intimidation to get in the door and scare people.

At this point we were pressured to make a decision within a few minutes otherwise said offer would not exist. Come to find out this is how they operate and when you are forced to make a decision this quickly and handed a brochure with tons of small print, they prey on the fact you won't have time to make an educated decision. We are now locked into this service for five years and the customer service is horrible. We have false alarms on a regular basis and I have no choice but to either pay month to month or pay over three thousand dollars all at once!!! Do yourself a favor and do not fall for their scams! Get a reputable service that doesn't sneak door to door trying to trap you with loop holes!!!

We'll now is July 2015 and I received a call from this so call lady demanding payment because I stop paying in 2011, which I reply "I know I stop because I called and cancel, since the contract was over I was moving out since my husband had orders." She said I was lying because they don't have any letters or anything from me or my husband, and to my surprise the contract was for 5 years and not 2. Well since I was driving from California I told this lady I was going to find this contract and she kept saying that I never paid and that I had to. She didn't want to listen to anything. I kept telling her, "I answered your call because I know I don't owe anything and that I wanted to find the contract." So she tells me "you have 48 hours," so I hanged up my cell and she calls me back screaming at me. Told her again I was driving and I couldn't get that in 48 hours and she kept going about me owing this and that.

So I told her "if you don't stop and let me talk I will hanged up the phone." Well she kept ranting so I did hung up the phone and immediately called Vivint and I ask them to come and check what they installed. And I was told I had to pay a fee of $75.00 for them to come here and see what they did. I said "this is your salesman who did this, not me" and I was told they could not anything for me, just to wait for an email. Today is August 2, 2015 still haven't received anything. That lady called me 3 times. I can't find the old contract and I guess I'm screwed since they have the one that says 5 years… Will find somehow and will sue this company for this mess.

I made so many calls and and so many emails because instead of basic package, I got stuck very expensive package which I never requested. I read a lots of reviews and was feeling sorry for myself, that what I got into myself. Dealing with them is exhausting. I just wish this company could operate honestly, appreciate customers. I just spoke to someone who's probably fake name was Natasha ** ID #**, also a rep who has no clue how the system works. No More VIVINT for anybody, please!!!

Well the Protection 1 rep pitched it as a system I could control from my phone and it included a smart panel, smart thermostat, 3 window/door sensors, image/motion sensing camera, I purchased extra camera at $75.00, yard sign (they forgot the light for sign) and smoke detector that was never installed. Rep did not mention $50 if you refer a friend and I did refer a friend and he signed up with them. I submitted a work order for getting smoke detector installed as my friend and other neighbor got theirs installed but my was not on the list. Problem with verbal promises from sales rep and tech.

Nonetheless, I was not satisfied with Protection 1 install service nor the reps support and decide to cancel by date noted on the Notice of Cancellation on the contract. Cancelling was a nightmare, got passed around from customer service rep, to customer service Account Manager, to my original sales rep. About 3-4 days of constant calls to customer service @ Protection 1 I was finally able to get it cancelled. I had faxed my cancellation twice on date noted as last day and even emailed to customer service. They advised a tech would be out to my house on a specific date between 8AM-12:00 noon. Tech never arrived to remove system. So I called and asked where their tech was to remove equipment. They said was at a large installation 2 hours away from my location.

I proceeded to remove their equipment and placed it neatly on my table. The tech showed up 30 minutes later and collected equipment after Protection 1 advised tech would not be able to make it until 4:00PM-5:00PM. Well after tech picked up equipment, maybe about 20-30 minutes later, a sales rep from Vivint knocks at my door. I asked him if he was part of Protection 1 because I had just cancelled with them. The Vivint rep advised that the two companies were not related. I invited the Vivint sales rep in and he showed me the plans they had available, unlike Protection 1 who was just trying to sell me what they wanted.

Vivint has three plans, Smart Basic, Smart Control & Protection, and Smart Complete. I advised the Vivint rep as I did the Protection 1 rep, my home has full coverage every door/window and smoke detectors throughout it's monitored locally and I don't have it monitored with anyone. I advised the Vivint rep that along with what they were offering I wanted the same coverage as my old system. All windows/doors, smoke detector, image camera, smart panel, smart thermostat, lamp automation receptacle. My wife wanted a video cam and Vivint offered something that Protection 1 does not offer. Vivint has a doorbell about the size of a standard doorbell with a integrated motion sensing video camera with 2-way intercom.

Vivint's doorbell with video cam & integrated intercom automatically pushes the doorbell to your smartphone along with live video feed plus you can communicate with person(s) outside your door even if you're away on vacation. This feature was the selling point for me along with coverage of my entire home along with two still image cameras, and a lighted yard sign.

Since I had a combination of plan 2 and 3 the Vivint rep signed me up for Smart Control and Protection @ $69.99 which is $10 more than what I was going to pay with Protection 1, but Vivint included complete coverage of my home, all windows/doors (12 total), 2 cameras, doorbell w/integrated video cam, integrated 2-way intercom, smart panel, smart thermostat, lamp automation receptacle, smoke detector, and 2-way radio (Celluar Modem/Service). Plus Vivint rep advised about $50 referral program and never hid anything from us and Vivint Rep went the extra mile to make sure we were not lacking anything.

The install tech arrived about 30 minutes after signing. He explained thoroughly the work he was going to be performing and he took his time to explain every aspect of the system and how everything worked as he was installing our system. I asked him if it was possible to connect my existing outdoor alarm siren to their system along with the large garage door sensor and he advised I could hard wire it to my Vivint Smart Control panel as it had a hard wire connector to accommodate wired devices inside the Vivint Smart Control Panel.

Being that I'm an IT Specialist, I traced the wire from my outdoor siren and also traced wire from large garage door sensor and I connected it to my Vivint Smart Panel and now my system works like my old antiquated system with full coverage but with added technology of smart automation and notification to my smartphone. Vivint Customer Support also gave me full access to Installer toolbox so I could add/remove and adjust all settings on my Vivint Smart Control Panel. Their customer support is top notch and very attentive and professional. I also tested the system by entering duress code and police arrived immediately. I cannot say enough good things about Vivint. They kick butt.

Understand that not everyone is going to get the same service. Every salesperson is different. Some go the extra mile and other reps are just out to make the quick buck. My Vivint rep went the extra mile, he even waived the $99 dollar installation/activation fee. My Vivint rep also provided his mobile number and he answers or text back promptly. The experience that you will experience depends on knowing what you want and asking questions. Most importantly, tell whichever security company you decide to go with that you want the same coverage as your current system provides. Old systems cover all windows/doors and smoke detectors in each room. Of course I only got one smoke detector, but I kept my local system active just to keep the smoke detectors on in each room and as backup to the new system.

Make sure that the new system you get comes with the following standard: smart control panel, smart thermostat, door/window sensors for all windows/doors (not just 3 window/door sensors), lamp automation receptacle, at least 1 still image camera w/ motion sensing, smoke detector. Not all security companies offer the doorbell feature like Vivint with integrated video, 2-way intercom, and motion sensing in a doorbell the size of a standard size doorbell. It also incorporates night vision and pushes doorbell traffic (video feed, voice communication to your phone anywhere you're at). But make sure you request some type of video feed with push notification of live video feed to your phone.

Vivint, in our honest opinion, was the better value over the other system we tried and we are very happy with our new system. Vivint sales rep was honest, explained all available plans, listened and recommended best solution for us and has been accessible whenever we call or text him. Vivint tech was the same way and Vivint Customer Support has been consistent. Whomever you choose, good luck and demand the service you are paying for and don't settle for less.

We had no complaints with the Apex (later Vivint) service. Then our external communications system (telephones) hit the fan. Our landline providers technician showed up to determine the cause of one of our two telephone circuits failing. The end result was our entire telephone system was knocked out, isolating my handicapped wife and handcuffing my work. With the landline down we immediately went to cellular and our home security system was prevented from outside contact. After a month without security, we finally realized something had to be done.

I called Vivint and after 20-plus cellphone minutes of waiting for a transfer, hung up. After 3 calls I got to a customer service person who advised me my system was an old system relying on hard-wired landlines. We agreed that on the day a Vivint technician would come and change it to a cellular-based unit. The gentleman I spoke with voluntarily offered a credit for the period the system was inoperable. Of course, I insisted that the agreements made concerning the new equipment and billing be put in writing and Vivint did send me an email confirming our verbal agreements.

The only complaint I have is Vivint's use of verbal contract extensions. The original contract was extended by 42 months verbally by a seriously handicapped lady and the Vivint representative. In my work as an Engineer, managing large construction projects I know very well the problem with verbal agreements. They can (and often do) lead to misunderstandings. We'll see if the technician shows up, the equipment is installed and works properly, and there will be no charge for either, plus 0 increase in billings all promised by the Vivint customer service person.

My advice: Read the contract carefully BEFORE signing and delay signing until you discuss it with a person whose judgement you trust. Get any changes you or Vivint makes to the contract or scope of work IN WRITING. Before the installer technician(s) leave your property, verify that all noted in the contract are in place AND WORKING.

My family's main concern is we have a bedridden mother with Dementia who requires care around the clock, and with the smoke detector disconnected from the panel, if a fire breaks out the fire department won't be alerted. We can't carry my mother out and we could possibly perish in the fire and smoke trying to save my mom with no immediate help from the fire department. Customer service, supervisors, and etc. said in so many words that it wasn't as important as an alarm issue. So we have been dealing with the panel blaring every couple of hours since July 11, 2015 with us having to run to the panel to turn it off. They insist that we can't get a service call till Aug 12th, so we have been sitting ducks in danger for several weeks like our lives don't matter.

Yesterday on July 24, a service man was working around the corner from my home less than a 10 second drive from my house that could have helped us for a few minutes, but customer service gave me the run around like our lives didn't matter. She stated that our appointment couldn't be changed and they had absolutely no one that could come before AUGUST 12. Now I feel like keeping Vivint as our alarm service has become the absolute worst mistake of my life. The company doesn't care about my sick mother or the rest of our lives. We are seriously looking at discontinuing our service and talking to our other family member to disconnect Vivint also.

I called them and spent hours on the phone, and they would not budge. They offered nothing, didn't care that I was as customer at all. It's not so much the $150 (but that's a hefty fee for nothing), it's the principle that I did as they asked and they still won't budge. It's quite pathetic. What's worst is that I cannot leave them because I am under a contract and will end up paying more than I need to. Their inflexibility says a lot for their leadership. I am a very dissatisfied customer.

Vivint refuses to accept our written cancellation. We are only allowed to talk to representatives, never a supervisor. You never speak to the same person twice. Each representative gives you a different answer. Two representatives have told us we can cancel. Two others have said we cannot. Another one said we could cancel since we had not taken possession of any new equipment as per the new contract. We have filed a complaint with the FTC and also will be retaining an attorney. It is a nightmare!

The very small positives: I don't have to carry around an actual key because we use the keypad they gave us. Something we could have bought at the local home improvement store. The installation people they send out are polite and pleasant to deal with. So to sum up, if you go with Vivint plan on multiple false alarms per month. Also plan on getting stuck in a very real 5-year contract, we should have read the fine print.

Original Review: July 23, 2015

We had an alarm system installed June 2015. They broke the front door, and did not install front door sensor. We were assured home damage would cover it. It has been one month and no one ever followed through on contacting us. I can never get through to home damage. We could not even open front door!!! To replace entire door system 8000.00 - i.e. frame and side lights, and door. To replace door only 3000.00!!! Also, when I called to get front door sensor which we had signed up for in installation, the rep had no record that we were supposed to have a front door sensor. Yet this how our door was damaged in the first place. You can get this type of alarm cheaper elsewhere. Run, do not walk away, from this loser company!!!

Now, I've spent 20 minutes on the phone trying to have someone disconnect the false alarm. Now, the police are on their way and I have to prove that I own my home before they will deactivate it. If you have VIVINT equipment in your home from a previous owner, I'd strongly suggest taking it out of the wall and putting a picture over the hole. They will not help you with their own faulty equipment. This company is a joke!

1st day 7/8 doorbell camera takes a bunch of videos of nothing so I cancel door bell, nest and door lock because all these items can be bought at a store without having to pay a monthly fee for them and paying the full price within those 42 months. 2nd day 7/9 the alarm system wakes me up before my work alarm to inform me all battery levels are low on sensors. Now why if you just installed would batteries be low? The next thing that day was a call about an alarm going off while I'm at work but nothing was happening at my home because I checked my cameras. I have not under contract with them, then the system alerts me about more low batteries on sensors. This all happened in the trial period. I call and cancel the alarm system on 7/9. I had no problem cancelling Vivint all together and them refunding my money timely, however I am having problems with them coming to get their equipment.

On 7/17 I had a scheduled appointment. No one shows up. On that same day I call to find out if a tech is coming. They advise he has been dispatched and would be at my home in 15 minutes but still no one shows up. I call on 7/18 for someone to come and was advised an email was sent to the tech and still no one shows up. They also tell you you can't remove their equipment because if it's damaged your obligated to pay for the equipment. Now I have another appointment scheduled for 7/27. I'm wondering if someone will then show up, but in the mean time I'm without a home alarm until they come get their equipment.

I had been with Vivint from 2008 until 2015. And over $150 dollars, they lost me as a customer. We are buying a house and I was intending to call them when we moved into our new home. I am going to notify via mass email this exact experience to all those I know so they know what company they will be dealing with should they choose Vivint. Lastly, the department I called "Customer Loyalty Department", is a misnomer. It should be called "NO customer loyalty department".

This morning, Saturday, 7/18/15, at 10:53 am, when the technician had not yet arrived, I called the company to ask when the technician would be here. I was told that it was scheduled for next Saturday, 7/25/15. I explained that I was told the tech would be here Saturday, meaning today, not next Saturday. I spoke with customer service and finally said I would just cancel and change to another company. I was then transferred to another person, a technician who checked out the system and said it was working, but the system was "weak." I was again told that they would have a tech here next Saturday.

I was transferred to another tech, and back to customer service at least two more times and finally I insisted I would just cancel and get a new company. I explained to each person that I spoke with that I would not be home next Saturday because I was leaving town for about one and a half months and it was impossible to be here. Then they suggested I have someone come to my house to be here for the technician. Again, I explained I did not have anyone who could be here. I was then told the system was working, but it was weak and that I should call when I return home and they will send someone out.

I kept explaining that I didn't want my home to be without an alarm system that was working properly while I was away. I told them that I wanted to cancel my service and I would get a new company. I was then switched to another person who checked my contract and told me I had renewed my contract for five more years 4 months ago. I asked if it was in the contract for them to provide a service and was told they were required to make repairs "as soon as possible." It is unacceptable to me to wait twelve days for service on a home alarm system.

The final words from their customer manager were to go to their website and contact their legal department. I went to the website, but there was no place to contact the legal department -- only phone numbers to call for customer service. Since I wasted over 2 hours on the phone with them, I was not about to call again and get nowhere. At this time, my system is working, but it keeps going offline and then goes back online. The system is weak and I was told to call when I return back from vacation. Apparently, the people representing this company do not understand the service this company is supposed to provide. Customers who decide to spend money on an alarm system expect the system to function 100%, 24 hours a day, seven days a week.

In July 16th Vivint took another payment and I was told that I was not going to get my money reimbursed because they did not receive the first email and from the last I sent takes 30 days before they can close my account. The funny thing about all this is the nobody could close my account until they were to receive my email, but the last person was able to cancel it right away. Very upset, would not recommend Vivint to any of my friends nor family.

By March of 2014 we were no longer living in the home, although we still owned it. There was nothing of value in the house and since we didn't live there I figured we didn't really need an alarm system anymore. So I called Vivint to cancel the account, which I could do at that point, because after six years we were way beyond the original 3-year contract. Well, it turns out you can't just call to cancel your account, even when you give them all your personal information, phone password, etc. You have to send the request in writing.

So, per the instructions of customer care agent (name withheld) I sent them an email requesting cancellation. I figured that was that, thanks for safeguarding our home, maybe I'll need you guys again someday. But apparently it wasn't enough. It wasn't enough for me to have been a good customer, one who paid his bill on time like a Swiss clock every month for six years, one who even convinced his parents to sign up for a Vivint alarm system on their house. You see, the day I asked to stop being a loyal customer was the day they tried to turn me into a sucker.

It began with them continuing to bill my American Express, which of course meant calling them again to find out what was going on. I spoke with another customer care representative and also his supervisor who assured me the account was closed but I had gotten billed because we had run over into another bill cycle during the 30-day period since the notice of cancellation. I grudgingly shelled out another 45 bucks but wisely notified Amex to block any future charges from Vivint.

Now as you know, when a crack addict gets cut off from his supply of cheap rock, life starts to crumble and he begins to panic. Same thing happened with Vivint. The next month they tried to bill my Amex again and more or less freaked out when they couldn't get paid. They started calling me, wondering why I wasn't paying my bill. Umm because I cancelled the account? Which I've already explained twice?

Remarkably, over a period of about three months I spoke with several separate people at Vivint, each time explaining the situation that I had already cancelled the account. Every one of these people assured me something to the effect that "Yep, looks like this account is closed, I'm not sure why you're getting charged. No problem. We'll take care of it." I requested they send me verification in writing. Never got it. I didn't record our phone conversations, nor did I record their names, dates, etc. I just stupidly assumed they were an honest, competent company and they were going to fix the problem and cancel my account like they said they would. Nope, they kept billing me, and they kept calling.

At some point it just began to feel like harassment and I got the feeling they would never quit, so I began ignoring any 800-number calls to my phone, or any call with a Utah area code. After awhile they started robo-calling me. I'd get a call from them, and it was a recording, asking me to wait on the line for the next available representative, who would like to speak with me. I'm not making this up. They wanted ME to wait on the line for THEM, even though they were ones who made the call. A few times I actually did wait a couple minutes because like a fool I thought if I just spoke with someone again we could resolve the matter. But two minutes was about my limit waiting for them.

Finally, in October of 2014, I spoke with another Vivint customer care representative, (name withheld), and explained the situation all over again, and that the alarm hadn't been used in six months. Like all the others he acknowledged that the account was closed back in April, and that it should have a zero balance rather than the $224 they claimed I owed by that point. I demanded something in writing, and in fact, he did send me an official Account Cancellation Notification letter, which he emailed to me as a .pdf document, complete with Vivint letterhead, and his name and title on the signature line.

Remarkably, there was no date on the letter, nor any mention that the account was closed in good standing, with zero balance, as I had requested. No matter though. I figured if they thought I still owed anything they would not send me a letter like this, or at least they would have mentioned an outstanding balance if there was one. So I wasn't worried. At last, my long, sad journey with Vivint had come to an end.

Except it hadn't. Fast forward to 2015. My wife starts getting intimidating calls on her cell phone from some collection agency. Yep, Vivint again. They were back at their sneaky tricks, having turned the account over to collections, trying to get that imaginary $224 they think we owe them. They had been trying to call me, but thanks to Vivint I've gotten in the habit of not answering calls from numbers I don't recognize. I also pretty much never check my voicemail so even if they did leave a message I didn't listen to it. (But in case you're wondering, collection agencies aren't in the habit of leaving voicemails for you.)

When the collection agency gave up trying to get hold of me, the logical thing to do, of course, was to begin harassing my wife. I finally answered my cell recently when they tried calling me again. I told them about the official cancellation letter and, at their request, I emailed a copy of it to them. I also proactively sent them screenshots of my emails to Vivint, including the original cancellation request over a year ago. I don't know what's going to happen. I haven't heard back from them, despite my request for a reply. I really, really, really, just want to quit you, Vivint. Rather, I want you to quit me. But here I am, 14 months later, still dealing with Vivint like some crazy girlfriend who won't let you break up with her.

In the spring of 2014, we received a statement at our new address from Vivint showing that she was still getting billed for a service that was disconnected in 2012 and she still had a credit of $600. After multiple phone calls and certified mail with power of attorney sent, everything kept getting 'lost'. I gave up. On Jan 1, 2015, mother passed and Vivint kept on billing for a service that was disconnected almost three years ago. (It looks like they got her to pay for 3 years but, the contract is four years? We never found any paperwork from the door to door salesman.)

We sent Vivint the death certificate and they mysteriously 'could not open the file'. Once the incompetent service rep figured out how to open an email attachment (days later), she dumped us to another agent. I gave up again. The billing kept coming in the mail and the statement now showed that the credit had expired as they continued billing $50 a month. I joked that eventually, this would go to collection… and it has… by a collection agency owned by Vivint. IT IS COMPANIES LIKE VIVINT THAT OUR LEGAL SYSTEM PROTECTS. AND WHAT THEY ARE DOING IS A CRIME. Shame on Vivint and the ** that run that place. I hope this goes to court. CNN, looking for a story?

They tried to negotiate over the phone to 20 pts. I said "No, we had a legal offer and agreement at 27 pts, honor it or I'm posting this on yelp and every feedback media I can find and then sending it to my lawyer," so here I am people. They wouldn't honor their word even when it's recorded or in writing. STAY AWAY from VIVINT, they are not honorable at ALL.

Each time I told them I had an old Brinks system that was hardwired for the most areas and the sales person said no problem. The second technical Rannie **, very nice guy, said no they can never use old Brinks systems, they have resistors on their lines. So be aware the sales group doesn't know what they are doing. First Rep. Kyle **, Second Rep. Jayce **. Don't believe a word they tell you. They LIE!!!

The only thing they did was change the main control panel, that is it. Everything else, sensors, door, magnetic sensors, are all from the previous company which I was happy with. All they did was come in, saying my old company was being taken over by them, replace my control panel, unknowingly lock me into a contract and pretty much treat me like crap over the phone. I need help please. As for the rest of you that haven't been conned, when you see Vivint, don't walk but run. Run as fast and far away from these scammers, they will ruin you.

The following day John ** went to my parent's home, he disrespected my father by calling him names. They called the cops on them!! That just made me more sure that I didn't want to do business with a company that is disrespectful and pushy. I received my refund very quickly and Michael who is the tech manager from Vivint was very nice and helpful. He told me that this was the second system that he pulled yesterday that John ** had installed. Please everyone, read the reviews and think about what you'll be purchasing.

We've been paying the monthly contract fees for about 22 months since moving (and still have 14 months left on our contract), and found out that Vivint DID contract with the purchasers of our old home, and have been collecting TWO monthly fees for the same system. When I called and spoke with Maryanna in customer service, she told me there was nothing they could do, and tried to get me to install a Vivint system in my new house - hah! By the end of the conversation, she was getting pretty snarky. I would guess the majority of her day is spent trying to intimidate upset customers.

Mr. ** then explained this is a not only door to door sales and he immediately had interest in giving me a shot with the company for having this experience with their main competitors company and he even did a great job with impressing me with an introduction for the company after the first interview. Now after beginning the training I will say they definitely want quality employees and train us very well opposed to my last gig with ADT which just threw me in a van and made me knock doors till I learned on my own. But just like with all sales jobs, Vivint doesn't just hire anyone. They really want punctual people and they did turn a lot of people down.

After about 2 weeks of training I was emailed that I could no longer be a part of the company because of a hiccup I had in my background check. I had forgotten about a failure to appear for a misdemeanor which I did not expect to show up because I have not plead guilty or not guilty yet, however I was told only felonies get you barred from working. They still decided to cut me and I wasted about 2 weeks of my life with extensive training that I wasn't paid for, however some of the newer knowledge I learned about the future of smart home automation and security was a bit interesting.

Now my main point is that HAD their Snagajob listing would have not been misleading and stated this job--commission only and it was for sales of home alarms I would have definitely overlooked them and not waste any of my time applying and training. The Snagajob listing was deceptive in my opinion making it look like a legitimate base pay sales job which is what I was looking for.

Fast forward to July 2014 - we sold our house; the people moving in had a security service they were transferring; and we were house sitting for friends for the next 18 months and they already have a security service. We called Vivint and told them we needed to cancel the service and the circumstances, where they informed us that we still had 3 years on our contract!!! I was stunned that we had been paying for their service for 6 years and still had a time frame. No matter what I said, they insisted we owed them additional years of payment.

I have faithfully paid the contract each month for one year today. I called Vivint again today, explained the circumstances and was told I still had another year to pay. In the first place, THEY are the ones who called me telling me I needed to upgrade. If they had not solicited the upgrade, I was perfectly content with the system the way it was. No extension was ever negotiated and I have made my last payment to them in June 2015. They can sue me for the remainder of it - I still won't pay.

Within 2 days, one camera stopped working. I called Vivint and they said it would be 3 weeks before anyone could come out. A day later the thermostat they installed would not work. I decided to cancel. I was given a hard time because they did not realize I had a 30 day cancellation clause. Funny thing is that they got a technician out in 3 days to remove the system. Over 2 weeks earlier than he could come and fix the camera.

After they left, I had holes in my walls and the system I had before had been disabled by cutting the cables. I called for them to fix those and they said it was against the law for them to touch the other system. Not against the law to disable it but against the law to fix it? I hope everyone that is thinking about hiring this company reads this and the other reviews first!

Now, my unit outside has stopped working due to the high head pressure. Vivint does not work on that. They only have installer not troubleshooters. So, I called my HVAC tech to fix the problem. He could not service the unit until after Labor Day. I sat at my house for 2 days with temperature of 80/90 degrees inside. I discounted that to the unit being new. The techs were great. So, I just stayed with them.

Until a couple of months later the unit started acting up again. Call Vivint, they sent a tech out, he could not determine the problem. I finally called my tech and he said, "your thermostat is causing your problem". I called Vivint and explained the problem to them. The young lady on the phone has me working on the thermostat with her coaching. That lasted about 10 minutes and I was done. I work on aircraft not thermostat and HVAC. Called my tech again, he came out and got the unit running again. Each time he comes out he charges me. Beside, Vivint wants to get paid too.

This mess went on for several months. I finally told them to come and get their thermostat out of my house. The tech came and told me that he is not responsible for the unit working when he removed the thermostat. I told him, "He is the only person responsible for the thermostat, your company put them in." I talked with Vivint about reducing my service since I no longer have the temperature control portion of the system. I tried it, but with as much traveling as I do. I really liked that feature. I talked to several account reps about the system.

I would get told I was going to be reimbursed for the HVAC cost. I sent the bills in numerous times. I kept getting the run-around. So, I just wanted the system gone. They kept calling about the bill. My credit card updated right on time. They cannot charge the card, so I have been getting calls after calls. Until lately they have stopped. But, I am so frustrated with them about not providing the service you agreed to, but you want to be paid for it. Run away from this company, they have the smoke and mirrors. But, when you pull the curtain back you will get hit for a bill like me for $2,500 to get out of the contract.

Few days later, I saw my ADT sign next to my front door; I believe ** picked it up. I tried to call ** for almost 2 weeks no answer. Few days later he answered and said that he was in vacation and said that he will take care of it and call me back and I never heard from him since then. I called customer service on Saturday and spoke with **. I explained to him the situation and said that he will charge me $50 for the module and he will ship the sign for me. I told him that was what we agreed on with the ** and I don't have it yet. He said that he is going to call ** and if he doesn't hear form him by Thursday he will mail the module. I asked him to call me on Thursday to make sure the module and the sign are being shipped. After a week no call and the parts didn't come.

I call back and spoke with ** Vivint customer rep. I explained to her the situation and she said that she will schedule a tech to come and drop off the parts. In addition, she collected the information to submit a complaint to the appropriate manager. She scheduled the tech to come in on Friday between 5 - 8. The tech didn't show up and I called back customer service. ** answered and said that she is going to call scheduling to find out what is going on. After being on hold for 5 min she said that he will be there in 30 min max. This was around 8:15 PM.

At 8:30 a tech with a thick Spanish accent called me and said that he is 50 min away and he is coming. I told him that I am very disappointed waiting all this time and nobody called to notify me with the delay. He said that I wasn't on his schedule. I told him that I received a confirmation email about the schedule and told him "Forget it. Don't come." I called ** again and told her to transfer me to the cancelation department because I am tired from dealing with this nonsense.

She did transfer me to ** an account manager. I re-explain the situation and asked me to scan and send her the cancelation form. After few days I resend her the form again because she didn't confirm that she received it. And here what she responded: "I have received your notice of cancellation and attached the documents to your account. Call us back at your convenience to finalize the cancellation process. You can talk to anyone in our customer loyalty department at 800-216-5232 EXT ** as I have notated your account of what has already been processed. They will get the billing and technician appointment taken care of for you."

I have a graduate business degree so please do not take me for just a simple consumer who didn't think to ask questions etc. It just was not something that was mentioned. I had NO idea that this contract was virtually impenetrable and I had no idea that it was for four years. If you want out, you have to find someone to take over your system, or you have to pay IN FULL the remaining months of your contract... For me, it would've totaled around $2520... Unreal. They're hard to get a hold of and also if you move, and you do the "free" transfer of service, they end up tacking on all kinds of charges to your system. I moved, so I moved the system, and they ended up charging me $300 for equipment that I had no idea was being installed above and beyond my old system. It's a scam, honestly. I realize there are many "happy" customers but I cannot warn you enough to stay away from this type of agreement.

When we came home for the evening, the man returned at that time my husband was home but I wasn't. The man continued asking more questions and my husband explained that I was not home so he said he would return. At this point, there had been NO comments that we had any interest in his product. Something worthy to note that he volunteered was how he had actually unlocked someone's garage so a delivery driver could place a package in someone's home remotely. I can't imagine anyone wanting someone to let a stranger in their home without them being there. I don't want someone else to be able to "control my home". After leaving my home he then spoke to neighbors using our name saying he was working with us! We received calls asking to confirm this from our neighbors.

So needless to say, the guy returned. When he came, my husband and I had 10 minutes to get across town to a meeting. I expressed to him that fact and that we were not interested. We were on our front porch and the guy placed himself between me and my door and continued talking. My husband then walked out and he did the same thing to him and decided to start the "spill" over for his benefit. We FINALLY got him to leave our front door after having to get rude and we went through our house to exit our side door where our cars were. He came back to us as he noted an autism license plate on our car and started his pitch again by asking if we had a child with autism. That was the LAST STRAW! Needless to say, he left or he would have been escorted off of our property.

I immediately got on the phone and called the company to report him. I was originally told I would be forwarded to a voicemail where I could leave my complaint until I demanded to speak to someone. I got a person who SAID they take their reputation seriously and would definitely pass my info on but after reading some of these reviews, I doubt they will do anything. BUYERS BEWARE!

Original Review: June 25, 2015

Had I read the reviews on this site, I NEVER would have signed up with this company! I wouldn't sign my worst enemy up with them! First and foremost, I went with Vivint because I was told they would give me an outdoor camera so I could keep an eye on my horse (who has medical issues) while away from home. The issues I have had began with the first person I talked to when I filled out the form to find out about their services. The person who signed me up told me they would provide me with an outdoor camera, 10 window sensors, 1 smoke sensor, 3 door sensors, a thermostat control, and a panel all for $60 a month. That person took a $49 payment that was to be applied towards the first month's payment.. I was told someone would contact me to set up an install appointment. I also told the person that my friend was a Vivint customer and she referred me (she was eligible for a $50 credit).

I never heard back regarding install scheduling and contacted that first person to find out what was going on. He scheduled the install. The appointment day came and the technician was supposed to be here between 8 and 11 am. No one ever showed up. I called and asked why and was told the technician was running late (no phone call was made to let me know this) and would try to get here between 5 and 8 pm. The technician arrived at 7:30 pm but with only 3 door/window sensors and the panel. I showed the technician the confirmation email from the original order (which for some reason actually showed 40 door/window sensors). I emailed the original person and told him the situation. He spoke with the technician and attempted to right the situation.

The technician did not have the remaining 7 window sensors and 3 door sensors but did install the smoke detector and thermostat control along with the 3 sensors he did have and the panel. No camera. I was told someone would call me to set up an appointment to install the remaining 7 window sensors, door sensors, and camera. Didn't hear anything for over a week and called Vivint again. An appointment was scheduled and this time the technician actually showed up within the window. He couldn't install an outdoor camera as he said it would be a $250 charge (which I was NOT told about upfront). The outdoor camera was the whole reason I went with Vivint in the first place. An indoor camera and the remaining sensors were installed. I was promised a month's credit for the trouble and screw-up. After a few days, the system had issues connecting. I called Vivint again.

A technician was supposed to come out that Saturday but called to cancel because of car trouble. When customer service contacted me to reschedule, I let them know how dissatisfied I was with their service (or lack of) and stated that due to the connection issues, they need to provide me with a FOB so I can arm/disarm the system from outside my home because the app on my phone wouldn't work due to the connection issues. I was told the FOB was normally $60 but they would discount it to $45 due to all that I had been through. The technician would bring the FOB with him when he came. Appointment day: I was told by the customer service rep that the appointment window was between 8 and 11 am. 11:30 am came with no technician and no phone call. I called and apparently the customer service had written the 8 to 11 am window but scheduled me for the between 2 and 5 pm window.

When the technician arrived, he gave me the key FOB free of charge because yet again, the company couldn't get things right. I thought at this point the issue had been resolved. A few days later, I got a key fob in the mail and my bank account was charged $172 with no warning and no bill. To make matters worse, I never received my original credit, I was charged for the key FOB, and my friend that referred me never received her $50 credit. Needless to say she is now embarrassed to have referred me to Vivint and has recently run into billing issues herself with the company. When I called Vivint about the $172 charge they stated that there was the $60 charge for the month, the key FOB (at full charge no less) $60, and didn't really give an explanation for the remainder.

I called back this evening to cancel my service as there is no way I can have any trust in the services provided by this company and I have given them chance after chance to right all the wrongs but all I was promised was one month and a half credit. At this point I have wasted so much time and frustration dealing with a company that is supposed to be providing me peace of mind and security. Per the last person I spoke with on the phone, they will not cancel my contract stating that I only had 3 days after signing to do so and I was told if I contest the charge with my bank and cancel the card that they are billing, I will be sent to collections. This is ridiculous!

This company locks you into the contract and they feel they can jerk you around and steal from you as long as they have that contract. Obviously they don't show their true faces until they know they have you locked in. The system is a good system and the technicians are friendly but as for the rest of the company, take your money elsewhere and save your sanity!

I called into Vivint the very next morning and they informed me that is for new customers only. I am overly frustrated because I was promised a service that they are not willing to do without me spending another $250.00. Even though their own representative promised me this deal they would not honor it. They just said that they had to re-coach their employee. I told him the five dollars a month would be more money than charging me upfront for the service. The lady on the phone just kept repeating, "I'm very sorry. I'm very sorry but there's nothing we can do." They were not willing to budge at all. Their customer service is probably the worst I've ever experienced in my life.

If you'd like to cancel your contract you still have to pay your full monthly fee for the remainder of your term so there is no counseling, there is no penalty. You just have to pay the exact same amount whether you keep it for the five years or if you want to cancel. This company is the most dishonest company I've ever had to deal with and their customer service is atrocious. I wish I knew this before signing up because now I'm locked in. There are a lot of other companies are offering the same types of security features and I would definitely go with another one, anyone but this one actually. Don't get suckered in to this load of crap that Vivint tries to shove down your throat

On Sunday while I was out I received a notification on my phone about a "break in" in my back window, then another notification on 3 other windows. I arrived home to police - Total false alarm, no windows were open, everything was perfectly fine. The sensors again triggered off a false alarm which I was able to turn off, give my password to the tech that called again, so obviously there is a problem. Even with the alarm off I am getting notified different windows "are open" when they are not. So basically I cannot set the alarm.

The earliest... absolute "earliest" a technician can come out to see what the issue is, August 4th! Are you kidding me? Typical nonsense customer service rep pulling my chain, putting me on hold for 20 minutes to see if it can be moved up (I know that game, put the customer on hold, they take small break, get back on and tell you there is nothing they can do). You mean to tell me not a single tech person has absolutely no time until August, that they "are not in the area" claimed the rep? Only thing I can think of is tech is so overwhelmed with failing flawed systems. But they sure had time when they installed it, like I said, within 30 minutes after agreeing to this mess!

I'll be on vacation and now in the back of my mind, I have to worry if my house if in fact safe because of these incompetent fools. So it comes down to this, the friendly act from the salesman pitching you this system, the price, etc. Quick install looks like they have their stuff together. But heaven help you if there is a problem, you'll be waiting months for a repair with no system to make you feel safe in or away your home. And I'm not even confident the repair will be top notch. I'm almost sure I'll have another problem after August. I've contacted BBB, I will be contacting the state's Attorney General office in the morning for deceptive business/practices. Do yourself a massive favor and stay away from Vivint. If they knock on your door, just shut it in their face.

Now mind you, this was in the morning on 06/15. I called today because I didn't receive a refund and was told by a representative named ** and even a supervisor named ** that the refund was never processed and that they would process it today and that I would receive a refund within ANOTHER 3-5 BUSINESS DAYS!! Their lack of concern was disgusting and proved that this company really is just as ** as others have stated. I said to ** "So, had I not called you people would have never given me my refund on a service that was never installed?" Facetiously he said "Yep, that's correct." I've never been more infuriated in my life. Now I have to wait nearly 2-3 weeks to receive a refund because of this company's negligence? And all they could say was that they couldn't do anything for me. I hate, hate, hate this company! Horrible customer service and this company steals from its customers!! Turn away!

I am tired of telling Vivint that I cancelled service, and that I don't owe them any money, being that I have received an invoice of service. Do they actually believe that I would continue to pay for service that I did not receive? If I had known that the service had not been cancelled, do they believe I would let 4 months of unpaid service pile up. It is ludicrous for them to think, that a reasonable person would continue to pay for service that they have received.

On my 3rd day I decided to cancel b/c I really wasn't looking for a system and just didn't need the extra expense each month. I called to cancel (no real problem there) except they tried to entice me to stay by offering to lower my monthly fee by $10 a month. I told them I wasn't really looking for a system or an extra monthly expense. I just needed to sign the cancellation notice & email it to them. I did that and started the cancellation process and refund of the payment I had made that night. Next is where I started to get mad.

After calling back so they could enter my cancellation notice I had to give my verbal password yet again (which they didn't have correct so that had to be emailed to me) but in order to get someone out to uninstall the equipment the only times they had were 11-2 or 2-5. Really? The sales guy had his install crew on the phone that night to get the equipment installed yet no evening appts to get the equip. back. I find that hard to believe that you don't have any other times available to get your stinkin equip. back except those times. People who work all day don't have time to sit around waiting 3 hrs for someone to come by and get your equip!

I called back 2 different times and got the same answer. The one gal I talked to actually had an evening. apt the following month but I was going to be out of town so that was the only time avail. I asked if they could call me ahead of time so I would know when they will be there. She said they will put it in the notes and should be able to call me since it was about a week out. We'll see how this goes. NOT impressed with the customer service/uninstall branch of this company!!! I would think twice before getting a FREE system and later decide to cancel your service!

I immediately placed a call to Vivint, and was assured a technician would be there the following day to check the thermostat, and if there was time, fix my now disabled, due to malfunctioning, doorbell camera. I was satisfied with this arrangement until the technician failed to show up, and didn't bother to call either. So I called Vivint again, asked what gives? They unapologetically made another appointment for me, for today between 7 and 8 a.m. I didn't wait long past 8 before calling them asking again where my technician was. I was then told he would be here in 30 minutes, or 8:45. By 10 a.m. I'm pretty angry, so I call Vivint AGAIN. I'm told once more that I'll be scheduled AGAIN for another appointment, this time for this Saturday between 8 and 11.

I'm so angry, I'm almost in tears. I'm being made to feel that their busted equipment is somehow MY fault, and that their crappy customer service and technicians are somehow above helping my family. I cannot afford to pay $300 for an electric bill caused by their faulty thermostat not cooling my home efficiently and effectively. My husband called in and asked what steps we can take to cancel the service and receive our installation fees since we have not even had the system for one week. We were told that our responsibility to them would be over $2000. I'm beside myself at how they can run a business that is no better than a fraudulent, scamming criminal. I am certain that the reviews written in support of this hateful company are as fraudulent as the company they stand behind.

6th, no one called to determine why my system was not functional -- does not sound like active monitoring to me. 7th, calls required a 45 minute wait for a person. 8th, no supervisors were available to hear my complaints/concerns. 9th, billing continues while I get no service. 10th, in order to get a refund for lack of service, I have to call back after the installation (can't wait for the 45 minutes on hold). These people do not know the meaning of the words customer service.

All of which could be monitored via our smart phones, tablets, laptops, etc at no charge to us for the installation or hardware - As long as we agreed to put a sign in our front yard and talk up their system to anyone and everyone, that was of course providing we did like it. If we didn't like it, no problem they would come take it out. He also explained that to obtain the free installation we would need to be fairly flexible for when their technicians were in the area, which we didn't THINK would be a problem. Paperwork then came out, and an Agreement was signed to pay a $99 activation fee and lock in our monthly monitoring rate at $69.99 for 60 months. When we asked why there was a total "contract amount of $4,199.40," the rep explained it was only to tell us what the total value amount of what we had agreed to was. I explained “but this says it’s a CONTRACT,” he said “contract – agreement,” all the same.

While he was filling out the product order paperwork, he actually said "hey do you guys have any snacks?" We looked at each other with shock and I said “Snacks?” He said "Yeah, I haven't eaten all day so any food you could offer would be great." Still in shock, I handed him [3] snack cookies. This for whatever reason threw up a red flag with me and the warm and fuzzy feeling started to go away. Oh I don’t know why maybe because as a business owner I felt it was HIGHLY UNPROFESSIONAL to ask your client for food??? At any rate, while he was finishing up paperwork and talking, I googled "Vivint security system customer reviews" to see what the 'world' was saying. I hit print and brought them to the table to read. The sales rep called in to his office to get us approved and I began reading the printed reviews. To my amazement and shock, the reviews were mostly really really bad.

But before I could begin discussing them, and within just a couple of minutes of getting us approved, sales rep was very pleased and showed us a text that his technician was available so quickly. And then informed us he was only 15 minutes away! I said, “He’s coming over NOW?” Looking at the clock it was 9:30pm He said “yes, he'll be right here and it will only take about 30 minutes to install everything.” At that point, I attempted to discuss what I had found with the sales rep, while showing them to my husband. The sales rep of course explained them away by indicating that they are a Forbes rated company and of course there will be bad reviews, but that there are equally as many good if not more reviews for his company.

This I acknowledged that all companies would have good and bad reviews and told him “I didn't search for bad reviews, I only searched for reviews,” explaining that of the first 30 reviews submitted between 5/22/2015 and 6/13/2015, ONLY 5 were rated 4 or 5 stars, leaving the remaining 25 rated at 2 (dissatisfied) or 1 (angry). There were no 3s!!! By this time the technician showed up to do the install as we were discussing these reviews. I told the sales rep and the technician to hold on, that we had more to discuss. Reading on I found that several of the bad reviews complained of how the CONTRACT was handled by Vivint and how the consumers were FIGHTING TO GET OUT OF THE CONTRACT, even though the equipment did not work as promised or even within their 3 days right to cancel!!!

In addition to these reviews, we also discussed the fact that it is now 9:45pm and the technician is wanting to START installing equipment. I told the sales rep and technician, “it is too late in the evening to start anything, let alone this kind of work, we have a very early morning,” and while we appreciate the fact that the sales rep said “we would need to be flexible in the scheduling,” we had no idea it meant RIGHT NOW. Of note, unless this guy is superhuman, there is no conceivable way the tech could install 3 keypads on 3 levels of our home, a camera door bell, keyless door knob and a garage door sensor; activate everything and test for working order, PLUS educate us on the uses of them, AND download the apps to the smartphones in 30 minutes!!!

Even a few of the reviews mentioned the promised "30 minutes" when in reality it took 3 4 hours!!! Because of all of this, the decision was made to cancel the Contract, before anything was installed and the 3 Day Notice of Cancellation of the contract was signed. Both the sales rep and the technician advised that signing the 3-Day Notice of Cancellation wasn't necessary because the paperwork had not yet been turned in. So I said "great," and took back EVERYTHING the sales reps notes, both the original and signed Contract and Work Order, cancelled deposit slip, EVERYTHING that had been filled out and/or signed back. I thanked and apologized to the technician for his time and my husband showed him out.

For the next 10-15 minutes, the sales rep tried very hard to convince us that our decision to back out was the wrong one, that we shouldn't let a few reviews sway our opinion and several times I told him I appreciated his efforts but at this point, both my husband and I agreed we need to pause, take a step back and think it over. Still trying the hard sell I finally told the sale rep “great give me your business card and let me do some more research tomorrow, and if I find it IS something we want to move forward with, I will give you a call.”

As you can image, the sales rep was not very happy picked up his notepad, said “thanks guys” and then proceeded to throw the unopened SNACKS he had requested in my trash and storm out of our house (which of course was without leaving a business card behind). It is now 10:00pm, the technician sat outside our home for a good period of time while the sales rep paced at the end of our street for a long time, which, we discovered was because he had to wait for someone to pick him up. (You know, much like when a group of students are dropped off in a development to sell magazines or other stuff.)

While my husband and our friend are out in the garage waiting for the technician and sales rep to leave, I in the meantime checked my emails and found an email that had been sent at 9:23pm from Vivint THANKING US FOR OUR PAYMENT of $169.24 (which, in reality should have been for $168.99 - $99 activation and 1st month's service of $69.00). I called Vivint Customer Support listed in the email right then and was told I would have to call their Loyalty Department in the morning TO ASK FOR A REFUND!!! Suffice it to say, my Bank is on the watch for any unauthorized charges from Vivint. Thank goodness for the insight to stop the bus before it ran us over!!! Please buyer beware. Do your research FIRST!!!!

Techs came out on June 3, 2015 and replaced the radio receiver on my roof and the problem was fixed. I had nearly 2 weeks of Internet before it went down again on Tuesday, June 16, 2015. I get a text message from my wife around 3 PM that day to report Internet was down. I get home from work and around 5 PM, I call tech support and speak with **. He tells me that the signal is associating and disassociating and that his supervisors would work on it and it should be back up in a couple of hours.

When 8 PM rolled around (3 hours after my call) and the Internet was still down, I called again and spoke to **. He told me that the techs who were working on the problem had gone home for the night and that they'd get right on it first thing in the morning. It's 10:45 in the morning on June 17, 2015 and I still haven't heard anything from Vivint. Vivint sucks.

We just wanted the system fixed so they offered the service rep for 2 weeks after the issue to come by our home from 5pm-8pm. No show. HORRIBLE CUSTOMER CARE. I am looking at ADT to replace them. Good technology features are irrelevant if you get false alarms and issues when you are not home. And, then treated indifferently by customer loyalty with poor customer care. GO WITH ADT if you can.

I asked the rep, “What if it was your home how would you feel?” His response and all he could say to all questions asked was "Sir I'm sorry nothing else I can do." I was also told: "We are very busy this time of year with new installs." I asked “Do you not take care of your current customers first?” And all I could get was “Sorry sir”. This is a rip off company and service is terrible especially with customer service. My home and family are not protected until the service rep can come out and the customer service rep told me we have legal consultants if anything was to happen during my down time.

Absolutely the worst customer and product service I have dealt with in anything. They want your money and make it where you are stuck with no way out. I could go on and on. But simply BEWARE and stay away. Find someone else that is customer caring company and really cares for your safety and product you purchase. I have two small kids, an elderly mother and wife that lives at home while I work night shift and now I have to worry for at least six weeks for their safety while I am not at home with them. I do plan of filing legal action against this company for their breach of contract due to no service and unwilling to get me the service needed within a respected time frame.

The product that sparked my initial interest was the "doorbell camera" as my husband and I had been pricing out different camera options for the front porch of the home. We live in a safe neighborhood but over the past several years we have noticed a spike in not only crime but home invasions (which is was our biggest concern) and in reading police reports and having friends on the DPD we were aware of the tactics these criminals use by going to the front door to see if someone is home then going to the back door to breach the premises. The doorbell camera was unlike any product that we have researched. HD video, night vision and the ability to speak with whoever is at my front door from our smart phones (even if we are not home which was a big plus since we frequently travel).

After the install (which was done promptly, professionally, and of the highest quality - our technician was ** and a second technician ironically enough named ** came to assist). I went online to validate our decision to have Vivint secure our homes. At first glance I was appalled to see so many complaints - I believe a couple thousand - but when I did the math it was an extremely small percentage of outliers who actually logged complaints. Most of the complaints I read I honestly could not make sense of and I was honestly a bit puzzled as to how a consumer could have the system installed without knowledge of the contract for monitoring services, since the company completed 2 recorded surveys with my husband and I both before and after the installation.

I felt inclined to write this review because with all the negativity and mud slinging going on in the world today it was nice to experience a company and employees represent themselves in such a professional and ethical manner. I would not only recommend this company and service to anyone in need of a high quality home security and automation system unlike anything else being offered currently - but have already had the system installed in our second home and our daughters home.

out. And at this time the reps are starting to get a little rude. Vivint service has been great up until this point. I don't think I should have to stay in this contract agreement and should be able to go back to my original agreement in which I have 6 months left. This is not how you treat a loyal customer. At this point I feel trapped.

We were still having issues, as the system was never installed correctly. Apparently, the automatic door lock was not compatible, either. After numerous calls, promising to come and take the door lock system off, to this day, I still have it on my door. We continued to have a "low battery" signal that constantly went off. Again, after numerous calls, my wife was told to go into the attic and they would have her to help diagnose the problem. We had no intention of going into the attic and touch anything! If we messed up anything, it would then be on us, and we did not want any other issues coming from Vivint.

After about 8 months of dealing with the low battery signal and half the system not operable, I had enough. I contacted Vivint to cancel the contract. I was told that they could not cancel the contract over the phone. In order to cancel the contract, we would have to send a letter in writing stating that we wanted to cancel the contract. Again, we were told that there would be a $150 cancelation fee. We said, okay, even though they owed us money! When we were downgraded to the lower package that still did not work right, we were supposed to get a refund for the overpayments that they continued to bill us for. We made so many calls trying to clear this issue up at the time as well. We would tell every person who answered that we were still being billed incorrectly for the service. They overbilled us for months! They chose not to change it and continued to bill us for the first package.

So, they actually to this day owe us money. However, we said we would pay the $150 fee to get out of the contract. I sent the letter in writing on October 10, 2014, indicating that we were cancelling the contract. We have paid for a non-working service for the better part of a year. On the October 20, 2014 letter, we notified Vivint that we would be putting a stop payment on the account. We did not receive any bills for a few months/couple of months, do not have an accurate date(s). We thought that we were done with Vivint. Then we start getting bills AGAIN! We started making phone calls again. We asked to speak to someone in higher level management, but was never able to do so. They send you to their Customer Loyalty Department, who cannot do anything to help you nor are they willing to send you to some who can.

On our last conversation we told them that we were not going to pay the remainder of the balance. We did offer to pay again the $150 we were told we could pay to cancel the contract. The letter on October the 10th, also stated that we were no intended to pay. We were never contacted. We have now been turned over to a collection agency, asking for $1,802.12. Now I have to deal with the collection agency and possible credit issues! Vivint breached their contract by not providing a working system on August 26, 2013. We continued to pay for the non-working service because we felt they would make it right. Since then, we have found out that Vivint does not maintain local service technicians in our area and never had the ability to timely address any service problems.

Updated on 10/06/2015: They did not do anything to make my home secure. I stopped payment of $57 a month which they said I could not do. The finance company closed account to negate my disputing their claim. They never responded to letters, or to my attorney. Now resorting to collection agencies.