Vivint Solar Reviews

They requested a copy of my current electric bill (which is sent to them). I was contacted by Marisa and she agreed they needed to put more panels in place because that true up was way over the norm and she would get on this project immediately. Two week passed (No response). I called in and spoke to a Christian ** and sent him an email per his request June 25, 2020 of my PG&E bill. He agreed, several more panels would be needed. Right at the end of the conversation he said a credit check was necessary. Then he said because my credit at the time was below their threshold they would not be able to help me even though the performance issue was on their end and had absolutely nothing to do with my credit score.

I received a letter of denial from Vivint a week later denying my request for additional panels even though it was not my request, it was Vivint's recommendation. Again I get another email from Vivint's rep Shauna ** on August 19, 2020 letting me know they are aware of several people receiving large True-Up bills & they want to help me. Foolishly I replied to Vivint thinking this time I would get the necessary relief requested. I sent in another copy of my electric bill, called and again, ZERO FOLLOW UP! No help whatsoever! Last week I was at the store and a Sunrun rep started talking to me about solar. I said I have Vivint and have been having many issues. He offered to help and had a rep come to my home.

The rep said the reason I'm having such a large bill is because half of the panels are facing the North, he said this is the worst possible location because the way Vivint works you pay for production, so even though the panels are producing I'm not getting any reasonable benefit from this production only they are! He said, "Panels should only be placed on the South side, the West, East. If you're still needing more panels, as a last resort you place the panels on the North side." I have a bunch of room on the South portion of our roof. On April 26th I called Vivint again equipped with this new knowledge & spoke to a Luisa. She put me on hold several times needing to ask her superiors and the sales team questions.

Eventually she told me there was no more room for placement on any new panels and they would not be able to help me at all. I thanked her for her help and asked for a manager's name and number since she could not help me, she refused to give me any names or numbers and said they are just going to tell me the same thing, again I thanked her and said I want to talk to them myself since she was unable to provide the necessary help. Then she said, "I'm not allowed to give out their numbers or names."

DON'T ALLOW THEM TO PUT PANELS ON YOUR HOME! ZERO SERVICE AFTER THE SALE! There were more phone calls made prior to all this. I did not want to type it all out. I have emails, letters, phone records of all my conversations and online chats to support Vivint's lack of customer service and support. Find another option! God Bless Y'all, Pastor Michael **

They drilled holes into our ceiling... You would think they would measure beforehand, but nope! One guy came in to try and assist the person on the roof to aim his drill points but it didn't make it better. We overheard something like this repeatedly "Oh you missed by an inch, try again. Oh you missed again, try another inch." All the while, the guy inside had his mask under his chin... By the time they left, we had a couple dozen holes in our bedroom, living room, office, and a ceiling board, complete with debris and dust.

Another thing to note is that they were throwing stuff off of our roof to the front of the house without warning, and seemingly without looking because I nearly got hit by a cardboard box when I was leaving to run an errand. The electrician apologized profusely for the holes and promised to report the damage before they had left, and would get a repair team out to us ASAP. It's been nearly a week now and we haven't heard anything. We still have a bunch of debris to clean up on the inside, and they left caulking and other bits of trash and garbage laying around the outside. This was a two-day install, and, to their credit, the panels, battery, piping, and electrical boxes look great otherwise.

At that time they said they felt the roof was in good enough condition and said no need to replace the roof at this time. I disagreed and said we prefer to have a new roof installed prior to the panels installed. They told me no need and once they would install the panels if there was any damage or the roof needed to be replaced Vivint would replace at no charge to me. I questioned them several times and specifically said - "so once you install the panels, if I need a new roof Vivint will replace at no charge to me?" They very convincingly reassured me over and over again.

After immediately discussing with my wife we felt this was a "no brainer". Both the salesperson and manager agreed and said there is no risk to you. We proceeded to have the panels installed. And of course less than a year later my roof leaked producing water damage to my ceiling. When we reached out to Vivint, they did come out in a timely manner and inspect my roof. They proceeded to inform me that my roof needed to be replaced. The troubleshooters that came out said that the panels should have never been installed due to the roof being in less than good condition.

When we called Vivint their response has been "show us where in your contract it states that Vivint would replace my roof". After many conversations they have said more or less too bad, we are not responsible. On top of this, both my wife and I got flat tires within 2 days of the installation caused by hardware and screws that were left littered all over my driveway. Beware!! Don't trust the salespeople!

Moving forward July 2020 my solar bill was over $600. I called to complain about it. They found one of the new panels needed replacement, they gave an appointment a month away in August. The appointment time came, they canceled and rescheduled sometime in September. While waiting for them to come out and check and repair the service, September 16, 2020 our breaker box shorted out, was arcing, smoking and starting to burn. PG&E and fire dept came out it was determined that the same breakers, that Vivint had short out some months before, were the breakers shorting out. PG&E removed the meter until repairs could be made. With waiting for the permits, appointment to turn off power from pole we were 16 days without power or hot water.

Vivint did show up for the Sept appointment couldn't do anything because of no power. Total box had to be changed and breakers brought to code, or we couldn't get the permit to do the work. Electrician repaired the service at a cost to us of $4,500 plus cost of permit. Electric is working well, but we are unable to turn the solar on because it shorts out the house power. We have been without solar power since September 16th when box shorted out. I called Vivint I believe it was November before they could come out. They say they have the solar fixed, they turn it on, leave and in a few hours we have to shut the solar off to get our power back on. You call them they don't return the call, when I finally get a person I have to go through the whole story again.

They have made appointments, canceled last minute as we sit and wait for them. My son has taken off work so he could be here to talk to them, they are either so late he has to leave or they cancel. This has been going on for 7 months. They have known for seven months a panel needed replacement. They again showed up said they checked the breakers are fine, didn't have parts to fix panel. Said that they would call to make another appointment just like when they have canceled on us. They never call but sent email saying service complete to please rate them on survey. Rate them 1 * because there is no zero, no reply. Last person came out last Monday he did repair solar panel, said everything was fine turned solar back on.

Tuesday morning about 6:30 am I was awakened gasping for air. My son and I both have life threatening severe sleep apnea. The solar shut the power off again, again I called Vivint talked to customer service, they said they would have someone call just like before, this is a week later and no one has called, solar still has to be turned off. To top it off before the breaker box shorting out I did have the $600+ July bill but very little True Up bill.

Now my TRUE UP BILL IS $1,800 and due in July. I am in the process of getting an attorney at the expense of Vivint, and having them remove their solar, and reimburse me my costs. Forgot to mention no solar power for 7 months and they continue to charge me monthly for solar use. I asked when solar is off and no signal is sent how do they know what to charge. They told me that the estimate the usage by the neighbors usage. My close neighbors don't have solar, they say in the end they will adjust and reimburse me. I would like to know how when solar not connected!

I signed a reroofing job that is now on hold and will possibly have an increase in material price (material cost increase after 45 days). I have written 3 emails and have not received any phone calls or email reply back. I have told a salesperson at Vivint that I was interested in adding a battery backup system when the solar panels are reinstalled after my new roof installation. This has not motivated anyone dedicated to communicating or moving forward with any customer service. Does this Company have any desire to maintain good customer relations after their system is installed? I believe their lack of follow up attention should be a cause of concern for any customers who have a maintenance need from Vivint!!!!

Oct 2020 - We had to pay Vivint 38K in order to be able to have the option to relocate our panels. Vivint came the same month and removed the panels from our old house. We had to pay another 18k for a new roof at our new house because Vivint would not install the panels on the existing roof. In all, we’ve paid 56k for this relocation and have been in the new house almost 5 months and still do not have the panels at our new address.

The newest issue we are having is now trying to pay Vivint/Sunrun the $6800 relocation fee (putting our total at nearly 63k for this relocation). We want to pay by credit card as we have no other monetary avenue at this point as we spent 56k already (which was 100% of our proceeds from the sale of our house). Jessica advised that our only payment option was check. We are not able to do that. We are broke after all of this. We just need someone to be able to take our credit card information so we can get our panels installed. This is a company whose entire business model is built on the FUTURE but yet have such archaic payment practices. It's 2021 for God's sake.

California is screwed up in many ways but when it comes to solar the regulations they place on power companies definitely are there to protect solar consumers and for that I am grateful. I will get my final inspection in 5 days and expect to receive final sign off from our power company within two weeks. At this point I am very very satisfied with the system and this company.

Original review: I have the Vivint security system which works fine so I thought I'd try Vivint Solar. I've had the system about 6 months. The installation was okay but I don't see any savings and now I'm getting two bills, one from the electric company and one from Vivint solar and the Vivint solar bill keeps getting higher. The app provides pretty useless information. I mean, yay for the environment (I guess) but the whole thing was not worth the trouble and since there are no tax benefits when you lease the system you end up asking yourself, "why did I do this?"

They didn't know what I was talking about either. So everything gets installed sans my solar attachment. Someone from vivint arrives to meet the inspector from the utility. I ask him if he could install it, he says he can, I leave him and he's gone. I find out my entire scanner isn't working, despite the instruction manual left behind. Apparently he had replaced the cables, not ADDED these in. He also had it upside down. We had opened thep panel and undid what he did. He had to come out again later that day for something so we told him, and he actually looked around and only at this time he said he couldn't be done because the solar stuff terminates on the side of the house and the panel is far away on another wall.

If only that was settled on the day of the install. At this point I was expecting lots of miscommunication and falling through the cracks and of course, it happened. A week later the upstream utility for our town municipal utility said our rebate was denied because of the shading on our roof. Keep in mind Vivint told me pre-install they would survey everything and make sure they'd prevent issues like this. No big deal, it's just $1,000, I can call town and get that settled eventually but in the meantime I should be activated, right? Weeks later I find out that is wrong. Apparently this also means we couldn't be activated? I'm still not sure.

Juan from the interconnections team had sent me an email telling me due to Covid it will be 9 weeks before activation. Uh, ok. They can send people out immediately to intall the hardware on the side of my house and roof but not activate it after it the inspection was approved? OK. I waited patiently for weeks. I emailed him back and back again and no response. It's like a ghost. There but not there. I tried calling support but it forces me to enter a number before I continue and it doesn't recognize my phone number so I can't continue. Emailing support is futile but it's a canned response saying someone from the interconnections team will get back to you in 2-3 days and they never do. And when you reply asking why they didn't, you will be told it will take 2-3 days for a response.

I got my trees cut back so there is zero shading on my roof. I notified the person from the utility and my sales person. Through the sales person, Ritchie, we were able to get someone from Vivint out to do a new shading report. It's not normal for the sales person to have to hunt people down and coordinate these things but he's the only person at Vivint that is able and/or willing to help. Everyone else is a ghost.

That report was done last week, and of course I was told I would get a copy of the report in a couple days and I have yet to hear anything. To do this day I don't know if the tiny amount of shading on my roof was the reason they refused to turn on my panels or if that was purely to reject my rebate. Or was it both? I really don't know. No one at Vivint that I can get a hold of can tell me.

I've paid 5 figures in cash, all at once to get my solar activated and it hasn't. Believe it or not, the winter months are my most expensive usage because the furnace is on 24-7. We keep the AC mostly off and use fans where possible. Our energy usage has tripled and we can't use our solar that's been sitting on my house, inactive, for MONTHS. And no one at Vivint can help me or tell me why. They can't even give me my documents I have signed. All the links to the documents have expired and it's not in my customer portal. I can only image how things will be in the following years when I inevitably need support. I feel I have made a huge mistake. Every step of the way post-sales has been miserable.

FYI your electric bill will never be $0.00 because you have to pay your provider for access, $22.25 is the lowest my bill will ever be. Example: last yr Apr 2020 Bill: $65, Apr 2021 Bill: $105 (Total) and I used 30% less energy this year, way more than just a regular bill. BE AWARE that NO MATTER if electricity is used by your home you are paying for every kilowatt produced by those panels. I live in CA so I will be paying very high bills from now on because I signed a contract, as customer service loves to point out. They offshore customer service, which is excruciatingly hard to communicate with, then refuse to transfer you to a supervisor so you're just stuck. No offer of solution or compromise, just a reminder that there is a signed contract. My recommendation is DO NOT USE VIVINT. If anyone knows how to get out of this unfair misleading contract I would like to know.

Original Review: I'm a disabled vet on a fixed income and have been lied to and jerked around by this company. Do not use this company! They do not care about their customers and will just be rude and give you the runaround because you signed a contract. They will not fix issues or help. Panels have been in place over a year, it took them 6 or 7 times after installation to try and correct issue utility company told them needed fixing. Never was fixed even though it was the same issue each time. Now, they received permission to operate and now I pay for Vivint service, while also paying higher electricity bills from SMUD. Called them and they don't offer to fix it for the inconvenience, but tell me to review my contract. They are HORRIBLE!

We are also disappointed in our sales rep, Trey, who swore to us he would check in with us on a weekly basis to keep us informed on the progress. Once the papers were signed, nothing. Except to tell us he was going to Hawaii on his commissions. I guess our only avenue is to have a lawyer contact them for breach of contract since they are not moving forward with having the system turned on. Sunrun should not have purchased this business, it makes them look bad too.

I called customer service as I was told to submit a damage report so they can get this fix. Now they are telling me that they are not responsible for any damage. They said they can have someone fix this but I am fully responsible for paying. They will not fix anything and they will not take off the panels because I am stuck the them for another 17 years. I am very disappointed with the way they lie. I will be seeking legal advise, because this is not saving me money but is causing me all this stress and expenses. I will be talking to a lawyer! Very very disappointed!!!! And unhappy!

As the rep put it, it is something our customers are aware of and they just avoid it when it falls. So when you have snow on your roof, just make sure you are always looking up as you do not know when the snow will be falling off the roof. They have offered to fix to problem but at a cost of $2000 to me. Had I known at the beginning this might be an issue, which my sales rep admitted he might have forgotten to tell me this, I would have thought a little harder as to whether to go with Vivint to install the panels. Just a word of caution to be aware of this if you live in an area with snow and please read their fine print.

Desiring to have the Solar system I asked if I could be sent these forms in the process after the company could put the information on them before sending them to the State. Juliana placed her manager on the phone who seemed rude and gave poor customer service, and actually told me they did not need my business emphatically, and indicated that he wanted me to understand that they did not need my business, and that was in response to me the customer who was excited about getting the solar system, but just wanted information filled in on the form before signing, and who offered the option of signing it after it was filled in by the company, and being willing to currently sign other completed forms. Horrible hurtful experience!!!!

Christian ** has failed to take my phone calls, failed to respond and because of his lack of responsiveness this past Friday I was not able to sell my home. Buyers of my home we’re locked out of their mortgage. I have spoken to over 25 different people at Vivint solar and although very polite no one has been able to correct this problem. It’s still continues today. I am now on a full out mission to let it be known this company is the worst I’ve ever dealt with in my life.

Can you kindly call me at **. I’ve already filed a complaint with the Better Business Bureau, I called Channel 7 On Your Side, and News 12 in New Jersey. This is a horror. The way I’ve been treated is poor and shows a lack of responsiveness and customer service. To add to my while this is still not resolved and I cannot sell my house until they file a permit which would take five minutes in the town. This is a horror.

On Dec 31, 8 business days later, I had not heard back. I sent a text on Jan 2nd. I also sent one on Jan 3rd. Three texts went ignored. Finally, once I asked to make a complaint, I got a response. Alejandra was very nice and polite and she said that an analysis was being run and they would have a full outcome in 2-3 weeks. She also provided this email so I could make a complaint and I appreciated her help.

On January 19th, I had still not heard back and it had almost been 3 weeks. I texted again and they said it would take another 1-2 weeks. On January 27th, I checked in again. Alejandra said my curtailment case was denied. She said she attached 2 files, one of them was a soft savings analysis and one of them was a system performance report. Neither attachment was there. I emailed her back requesting that she send them again and give more information on the denial. Veronica sent me the System Performance report but not the soft savings analysis. The wording she used in the email to me was not readable and full of errors. I asked her if she could explain what this means: "and due to your system is not producing more energy that the one that you are using the process cannot be approved".

I also requested the soft savings analysis again. Jairo emailed me back. Again, I still did not receive the soft savings analysis after asking twice. Each email I was sent, I was told that "I was previously informed" this and "As we informed you in previous emails" but no sensible reason was given. Next, Veronica emailed me again. She called me by the wrong name this time and sent me a copy paste of what was previously sent to me, the explanation that did not make sense. I decided to call once I got out of work. My first call was with an employee badge number **. She wanted me to speak with a supervisor and when there was no one available, she gave me her badge number to "guarantee someone would call me in the next 1-2 hours". No one called.

My second call was disconnected by the system before I was even able to speak to someone. My third call was to a man who tried to connect me with a supervisor, but again, no one was available. I received an email from Natalia saying someone would contact me within 24 hours. I was previously promised a call before 7pm that evening, and now I am at work so if someone even calls today I won't be able to answer it. I have been patient and polite to everyone I have dealt with. I have worded my questions clearly and put so much effort towards just getting two things: An explanation that makes sense as to why my curtailment request was denied. The soft savings report that I have asked to be resent 3 times over email and multiple times over the phone. No one has been able to help me.

My contract states: A Seller Default shall mean Our failure to perform Our material obligations under this Agreement and the effect of such failure is not cured within thirty (30) days after You give us written notice of such failure. If a Seller Default occurs and is continuing, You may: (1) terminate this Agreement and request removal of the System from Your Property; and/or (2) except as provided below, exercise any other remedy available to You in this Agreement or under applicable law. You have not performed your material obligation under the agreement. I can provide examples of what obligations have not been fulfilled.

The problem was tripped breakers on the panels and poor connections. It was repaired and back to business. Vivint refused to compensate me for 45 days of non-functioning panels. A call to the Vice President of Vivint in Utah fixed that. Yes, I tracked down the name and phone number of the VP. They refunded me $500 for my problems only to have the panels fail 6 months later. Another visit by the “technicians” and a report of the same problem. I now monitor my production almost daily. I got a hold of my representative that sold me the original panels. He recommended that we add more panels because the original assessment was inaccurate. So I said to him, let’s see how much they will cost. A few days later, he told me that I could not have more than one loan with the company that finances them. They only use one lender! So, no new panels and no other company will add their panels to another company.

Yesterday I saw that my production communication from my panels to the electric provider has failed again after just 40 days of operation. I am now waiting on the next visit to my home from the obviously inept, poorly trained “technician” that will most likely tell me the same thing. Whatever you do, don’t use Vivint. As a postscript; I find it funny how all the replies from Vivint on this site are pre-scripted responses that start with: “Oh no!”

He continues to promise resolution as does customer service yet we have to continue to follow up with them as if it’s the first time they are hearing that we have their panels on our home. It’s extremely disappointing considering we are still paying a hefty electric bill. The only reason I selected one star is because the installation crew did such a good job, they were so professional and considerate of our dogs and work day. If it weren’t for them I would 100 percent not recommend this company and especially this sales rep.

Updated on 08/24/2021: Vivint Solar damaged my roof placing the solar panels on, but I did not realize it until a year later when water worked its way through to my child's bedroom. I paid $499 to have panels removed & then the games began. I had to chase them for a couple of months to have my solar panels replaced. Now they sit on my new roof & are NOT connected, but a magic bill for phantom solar appears each month. I have emailed, called, spoken with several Reps who say it will be expedited and reconnected, but nothing, all Winter 2020 to now Summer 2021. Still no solar service, now, no calls are answered, no messages returned, no emails responded to, just ringing lines and promises of auto call backs. This company joined with SunRun and they suck, were much better before, Now I want my roof back! I need them to come get this garbage off my house.

Original Review: I must say that I have enjoyed the solar experience! I saved money on my electric bill and the install was without concern. However, a year later, my roof started leaking. I contracted a local construction company to inspect the roof. They showed me pictures, which I verified with the date details on each photo, of my roof with a whole the size of a boot just above my 7 year old son's bedroom. Water was already entering my son's bedroom by this time and I had to relocate him to another room.

My 7 year old was diagnosed with Autism, the water coming into his bedroom horrified him! He refused to sleep alone for several months. Regardless of how many calls I made, Vivint was extremely slow to respond. After 17 calls (no exaggeration), I finally spoke to a Rep in the Panel Removal department who told me it would cost $499 for the panels to be removed. I promptly paid the same day 8/11/2020 and was told I would be contacted by someone in the Removal Dept in 2-3 days. THIS NEVER HAPPENED. It took me until 11/12/2020 to have my panels removed. It took over 12 calls, multiple emails, several promises of moving my file to "urgent", and promises that a "manager" would call me back!

Once the panels were removed, my roof was replaced the same day, but not before the Vivint contractors, as they were removing the panels, allowed some materials to drop from the roof, smashing my patio wooden steps! Now I was on the hook for chasing them AGAIN for the repair, ugh. I am still awaiting resolve for that matter, but that department has been more cooperative, at least.

Back to the panels, which as of 12/29/2020 are still not replaced. I was back to multiple calls and emailing for now, two reasons, the damage and the replacement. Finally, I got a Rep on the phone who told me that since my panels was an "all day job" they had no one until Dec.28, 2020. Vivint had no panels on my roof from November 12-December 29, 2020 and STILL charged my account! Once I contacted them, they said a portion would be replaced to my account. Why a portion?! I was told that this is the procedure. I demanded that they stop charging my account immediately and discontinue my automatic payments, which they agreed.

My appointment for panel replacement was scheduled for yesterday, 12/28/2020, which I received 3 confirmation text messages (probably was a sign). Needless to say, today is 12/29/2020 at 353pm and I just got off the phone, with, you guessed it, another REP saying someone would CALL ME BACK "to reschedule the panel replacement".

At this point I am no longer interested in Vivint Solar. I am not calling them any longer and contacting my lawyer to learn my rights to have Vivint remove me from this contract. Since they already have their panels back and obviously refuse to honor their own policy, I will take the loss for the $499 and seek another solar company. This is my resolve today. I refuse to allow this to mount into another reason to stress or worry, with rapidly growing pandemic reports, incoming Winter weather, homeschooling, teleworking, and not being able to be with my family, add to this supposedly pleasant holiday season.

I am sadly disappointed in Vivint's response to this situation. A resolve for my pain and suffering would be a FULL refund of my $499, my steps repaired, and my solar panels fully replaced and operational. I am still a cheerleader of solar. I believe we should all do more concerning our atmosphere, but beware of the company you contract! I do not recommend Vivint any longer, although I have two neighbors in the past. This experience highlights what many neighbors expressed as their reasoning for avoiding solar panels being attached to the house.

Then the actual transition comes. Two months in and they haven't given applied the $5 per month discount for being on auto pay they supposedly offer, even though I've had my account set on auto pay from the day I got my welcome info. They don't tell you that you have to reapply for Net Metering through your local electric company and it's practically impossible to find all the information you need to complete the Net Metering application (what's the capacity of the system, the installer license number, etc.).

It takes weeks to get an email back on the simplest request for information. I sent in a request to find out why my $5 auto pay discount wasn't on my bill and was told "it's being forwarded to billing for more information." That was 10 days ago and no response. It took almost a month and about 10 emails back and forth before I finally gave up asking for one piece information my utility company needed for my net metering application. Thankfully the utility company approved my application without it.

The concept of solar panels is great. I like having them. I have yet to see any kind of savings on my electric bill though given it's been 3 months and I'm just now actually "producing" energy according to my utility company. So far I have yet to have any maintenance issues or repair issues since the system was installed in June. I know at some point I will though and I'm dreading the customer service nightmare that will be.

To make matters worse, they have promised to reimburse me for the panel payments and I'm almost 3 payments in, yet I haven't received any reimbursement. Now, it seems like they have blocked me from emailing them and when I call, all I been getting is promises to call me back, but no one is calling me back. It was never like this initially, as I would always get to speak to someone when I called, or if I email them, it would go through and they would respond in a timely manner.

Over the past week or two, this has changed. My emails bounced back and when I call, they claim they cannot get through to the department that handles my issue. So, I'm now stuck with panels on my roof for which I'm paying monthly, but it's not activated. Hence, I'm also paying for my usual high electricity bills. This has caused undue stress and anxiety in this financially difficult time. I cannot afford this and it's really unfair. It's like they made their sale and they don't care about me the customer! I VOW TO NEVER DO BUSINESS WITH THIS COMPANY AGAIN!!!!

Vivint is refusing to fix it, and not willing to waive the fees to have panels removed to replace my roof that clearly isn't caused by chimney.. This company is charging $499 for front and $1650 for backside!!! Total rip off and the worst agreement I have ever done!!! I have started to take legal actions and sent over the contracts, and the roofer's statements and photos to my attorney to help me with this problems. I am going to fight to have these panels permanently removed, and recommend anyone NOT to invest in Vivint Solar, they are a rip off and you do not save any money, you will deal with headaches for the next 20 yrs, if you decide to sign up with them. I am not the only customer going through this, so please look elsewhere!!! I'm warning you, do research on this company and save yourself the headaches.. I live in the Springfield area in Massachusetts.

Original Review: Vivint has been a nightmare for the past 4 years. If you call them, they skirt around your problems, they are hard to understand if you do get through, my system has been down more than it has worked. It actually started burning up on my roof and the tech shut it off yet they still try to bill me for the past 6 months. I suggest you put a stop on your autopay to get any answers from them if at all. They broke the contract by nonperformance so now am asking to take this garbage off of my roof! No one calls back!